BT Home Broadband Reviews

Shocking customer service, after waiting 2 weeks for connection, wasted a day waiting for someone to connect my line but no one turned up, found out order has not been processed, told in 2 days I shall receive a phone call which never came and when I called them about it was hung up on whilst being on hold. Needed to call them multiple times to get to the bottom of the fact that I cannot get fibre broadband at my address, so just upgraded with existing service provider. Shameful, utter rubbish and wasted over a month of my time. Toby

BIGGEST MISTAKE OF MY LIFE choosing BT. First they send my equipment to the wrong address. After calling them they say sorry (they say that a lot) we are going to send you your aeuipment again. One hour later I get a message telling me "we are sorry that you cancelled your order, please return the equipment back to us". Call them again and said I did not cancel anything and I don't have any equipment to return because you send it to the wrong address. They said sorry (again) ignore the message. After the engineer comes to install my phone and a couple of days later they text me that my broadband is activated. Activated but not working. After numerous phonecalls and three cancelled BT engineer appointments an engineer comes and tells me that not only I've been given a wrong phone number but a wrong broadband too. Apparently although I order and paying for Fiber broadband I didn't get one. My speeds are 1.5mbs Max! Basically my order is all screwed up. That's what happens when you speak with people in India that can barely speak any English. BT worse company in the UK. NEVER AGAIN

Worst company I have ever experienced! Was due to switch from BT to TalkTalk on 9th September but BT wouldn't pass on the information they required which they have openly admitted and also said should I wish to change I would need to change my phone number. Ater numerous conversations I was told no payment would be requested from 9th-28th September and the Direct Debit was cancelled by them before 9th September. I have now been billed £148.94 plus £10.00 charge for failure of payment via Direct Debit, after they cancelled it! Customer Services staff are rude and don't pay attention to what you're saying, manager's seem to interrupt you whilst you're talking and then go quiet when you've pointed out a fact that they can't argue. Absolutely diabolicle, worst company I have EVER come into contact with, cannot wait to get rid of this terrible Broadband that hardly ever works. Definitely would not recommend for anyone to switch over to them.

As a customer of Talktalk, hit by a price increase and then the security scare, when I received a well judged mailshot from BT, I was tempted. I went on to their chat on line spot and told them the details of my current arrangement and asked for a quote.
The reply was that the limit of 250 characters had been exceeded, and invited me to start again.
My first reaction was annoyance that I had not been warned that there was a limit until I had painstakingly typed my request.
Then I felt relief. It all came back to me why I had left them in the first place so many years ago. it was their arrogance, treating customers as just cash cows.
So thanks BT. No saving is worth getting back into bed with you!!!y h

The worst company I have ever had the misfortune to have to deal with. From day one the asked us to take a day off work so they could set the new install up for us,then the hub came in a box we had to set up ourself. Not had a day with a good internet speed most below.04 of a Meg we pay for up to 17 meg and was told we should get around 7. They arranged for an engineer to come out so we booked another day off work, and no engineer turned up, called them and they said it's ok it's fixed itself. Over the next hour the Internet has cut out 4 times I've been told it's my pic tv etc that must be at fault.
When I was with virgin they set it up for us, then if there was a problem it was fixed really fast, but 6 months down the line I still have no internet have to leave the phone unplugged so the Internet works ( so the fee for the land line is a bit of a rip off also) and the outcome of every complaint is it my equipment is all broke,

Switched from Sky as fed up of being constantly surcharged for not having a Sky box .Quite happy at the start with BT but not totally reliable constant speed drop outs but arrogant customer service with a how dare I even think about moving ! attitude.
Lots of delay tactics contact engineer contact cancellations.I got totally miffed with them so coughed up £100 early cancellation charge with all the delay tactics & unfortunately Gwyneth who got shirty with me when her every question ie "You need to speak to faults so we can improve our service to you" was answered every time with "I'm not interested" Woe betide any body speaking to them after 1800 GMT as they speak in hyroglifics through a crackly phone line. Plus they charged me £150 for a faulty socket.So farewell BT & bog off as I am off to the fur coat & no knickers operation that is Virgin Media.

Ober the years Ive tried many different services and providers. I rank Talk Talk as the absolute worst. NTL put me off ever trying Virgin. The absolute vest customer service without a shadow of doubt is O2 which I have at a 2nd address. BT attracted me with the sales pitch and the free wifi but in truth its not as transparent as O2 and neither has it the support. I dont want to knock yje firm when they dont deserve it but I see little in the way of good news staying long term . I will however persevere a bit longer.

BT Open Reach is probably one of the worst companies in existence. It is probably easier to get hold of the CIA director than register a complaint with BT Open Reach. 48 hours turn round for having no line and other services is frankly appalling in this day and age.And that is for someone who is on emergency call as a carer for terminally ill relatives. Lets hope the boss of Open Reach never gets terminal cancer. A disgusted customer

First experience with BT - oh dear! After calling to find out why downloads were only running at .383Kb when the line tested at 7.9Mb I discovered that their 'BT Desktop Help' does not work with Windows 10. Love chat then took 20 minutes to connect after showing a wait time of 4 minutes and when I conversed with the agent their use of English was poor and their technical knowledge almost zero - I was even asked at one point to delete a Windows system file. A follow-up call established that they already knew about the Windows 10 issue but again the agent was difficult to understand. I was asked to reset the router with no regard to interruption to online services that were currently running - and all this on the same line that has worked without problems for 12 months with another provider using the BT infrastructure. Appalling.

Cant really comment on speed and reliability as I am trying to change from sky to bt , but they way I was treated by the customer service people I am now in two minds. The appear to thing everyone knows everything about computers ,tv`s and the packages they offer, I only wanted a bit of advice, but it may be that bt are making too much money to worry about customer satisfaction , ah well sky will be happy

I have had nothing but trouble from this incompetent company!! From fay 1 my bills were always so much higher than originally stated. So when I was told over the phone my contract was actually up and I could leave at any time I was over the moon. However this wasn't the case I was actually still in contract and now they are charging me £358 because of their incorrect information. I have formally complained but getting nowhere. They will not even acknowledge their mistake. I would never ever use this shit company ever again!!!

Absolute rip off. Expensive for terrible internet speeds. They charged me an extra £5 without contacting me and added BT Sports onto my account, which I had to go through an hour of talking to non english people to get a refund on it!

Prices then went up without allowing me to leave my contract.

Threatened with a fee of £130 to move my internet when I rented elsewhere OR sign into another 12 month contract at a higher price.

So now I am stuck with this company for yet another year!

Stay well clear .. No value for money whatsoever.

My boyfriend and I just moved in to a new flat and while waiting for our BT broadband to start, we are using a BT Wifi with Fon hotspot. I have to say it's really not a good start, and I really hope the wifi we get will be better. The hotspot connection cuts about every 10 minutes, and we have to constantly reconnect to it. I work from home and need internet for my job, and this has been an absolute nightmare. Really not worth paying the £20 for 5 days, as I end up having to go out to an internet café to be able to work anyways. Really not a good connection speed or reliability.

Well where do i start, i upgraded from standard brandband to fibre and since day 1 i was only getting standard broadband speeds i contacted bt customer services and they said there was a fault in my area please wait 14 days, i phoned again after 14 days as i was still getting standard speeds of 6mb and they said the fault had been fixed and i have said it wasnt so you they said they then found another fault that will be fixed in 7 days, 7 days past my broadband speed was still 6mb instead of fibre so i phoned them again and they said it was fixed so i have now told them i am refusing to pay until it sorted and 3 months later of being haggled for a £500 bill daily by there billing team the fault team contacted me and said they have found the fault unfortunately my landline does not support fibre broadband speeds it took them 5 months to find this out? And as i was paying £79 for there biggest fibre a month i will recieve a credit on my account as i was only getting £14 a month standard broadband and they will switch me to this tariff and after 6 months off all this hassle they finally gave me a credit of the 5 months fibre which was £32!!!! How did they work this out? Absalutely terrible company i will not be using bt again and would deffinately not recommend them.

Where do I start? Firstly it would help if the staff you speak to at customer services could understand English. I spent a considerable time on the phone trying to explain to a gentleman that I was unable to access my BT mail account as it kept telling me that it didn't recognise the details. Neither could I access any BT hotspots for wifi as again it wasn't recognising my details. Lastly I explained how unhappy I was that BT had reduced my payments to such a low level that I was now in debt to them. The gentleman explained how to fix the problems with my email and BT hotspots and assured me that my direct debit would be set to the amount that I requested. Two months later.......still no access to BT hotspots, still unable to change the primary email details, still unable to get my BT mail details accepted and still paying far too little on my direct debit meaning BT are once again hicking it up to a completely unacceptable level to recoup the money I owe them.......I am NOT amused!

Had BT Infinity 2 for the last year and haven't had any problems. My installation was a different matter and after moving house, took almost 2 months to get a working installation. I found the Mumbai call centre to be useless and they were the first to ever be shouted expletives at! I found that complaining on the BT Facebook page is your best bet. Fill in the page you are given a link to and the brilliant team in Northern Ireland will help to get you a decent service. They even phone you at convenient times and deal with you like a human being. In short my service has been amazing ever since. The BT bill is large but you get what you pay for I suppose!

I have tried and ordered a BT package with line and internet.with a visit from an engeeneer betwin 8-1p.m.
I was stressing if it was possible to get at early as possible as i had to somewhere else by 1.
Guess what never bothered to turn up or contact me.
Customer service (I believe in India)useless.
I thought for a premium service that you pay you do get it.
Unfortunately just expensive with no service.
Done with BT.
Get a cheaper one for same or better service.

BT Broadband is totally useless !! It's a COMPLETE RIPOFF !! Useless Technical Support. I have had 3 BT HUBS & none of them have worked properly. I have had ENDLESS MISERY for the last 14 Months. My last BT Bill was £48.23 which is totally extortionate !!! I WOULD NOT RECOMMEND BT TO ANYONE !!! I am in the process of switching my ISP & telephone to one that is much cheaper and extremely more reliable !! BT IS ONE TO AVOID AT ALL COSTS !!!!!!!! Dave A

BT have been superb over the past 18 months. Customer service and product has been second to none. Getting 36mbps. On fibre and the connection hasn't dropped once. Better than Sky and EE broadband.

Had bt fibre for 4 years, no throttling, get speed as quoted, no downtime just a shame I subsidising the premier league.