BT Home Broadband Reviews

I made a complaint to BT as my broadband speed has dropped to 057 mbps. The customer service did not impressed me spending over an hour making me do various tests. When they made me tap the Fn button on my laptop for 5 minutes I knew I was being conned into believing BT were doing everything to make my broadband speed faster.

I live in Ed Vaizey the Minister of Broadbands constituency my broadband according to uswitch is the 4th slowest in the UK. I ask the BT staff manager and was told there was none in the building. I said surely someone is managing you, they said yes Warren. I asked for his surname which they never gave. I insisted on speaking to Warren and to my surprise a woman answered the phone.

I told Keethi Scar the manager that all I wanted was a BT engineer who I was happy to pay for to come to my house to repair my broadband. She said that they could not do that . Shocking I am leaving BT tomorrow and buying satellite broadband

Absolutely disgusting service, ordered BT services & infinity broadband full package & we have been waiting 4 weeks for installation & activation...we've been passed from pillar to post every time we ring up & all in all lied to every time. Engineer came on Saturday & even he himself said how bad it was...still waiting for broadband activation which should have been up and running a week ago, they have now informed me that it will be another 2 weeks before that happens!!! This is falsely advertised & marketed & BT as a company are nothing but scammers in my opinion. Customer service operatives have hung the phone up on 3 occasions.... Surely they should be answerable to trading standards.....

Have been with bt for over 25 years but now find their customer care is very poor from there call centres to there automatic phone service which can take ages to connect you to another automatic menu in the last few weeks I have spent over 7 hours in total regarding an over high bill to the extent I have cancelled my contract with . The even have the cheek to charge a disconnection charge even after the 21 days notice wouldn't recommend there service in future

Hello potential customer,

Do not hesistate and steer clear away from this company. I entered a contract with BT for 12 months. In that 12 months they have intermittent internet with internet non existant for periods at a time and down. Whenever i call their customer team i cannot understand there horrid accent. Most of them seem of Indian origin. Their assistance does nothing to help assist the problem, it is always the same rubbish, switch of router for 60 seconds, switch it back on. This has done nothing to help the connection. Within 3 months of the contract i asked to cancel, they said to cancel i would need to pay 280.00 GBP. Off course i did not do that so i put up with the horrible service.
But to a more important note, BT charge in advance, so you think you will be paying 45-50 a month, you actually pay for a month in advance, so another 18 for the line rental giving a bill of 68 a month. On one occassion my bank balance was in minus so they failed to take the money, in the next bill they charged 150 GBP.
They are a bunch of thieving scam artist c***nts , their service is poor and they bolster their profit by outsourcing to India, which i might add you cannot understand a f***king word they are saying and are programmed to say the same sh**t. As if 50 GBP was not enough they charge 5 GBP extra for free evening and weekend calls.
I am happy as my contract is ending in October. Do not make the same mistake. I have spent a fortune on these m**ther f**kers and their service is abysmal. Might i also add, if your service is down, which often it will be, these t**sers from India will re-arrange a fee of 70 GBP for an engineer to fix it. I have had hours, even days with no TV or connection. None of the lost time is refunded.
Be aware, very aware...
I’ve already written in to their thieving b**stard of a director, you can do the same;
BT correspondence center
Providence Row,
Durham,
DH98 1BT
I also have major discontent with the amount UK customers are paying for bills in General, namely Thameswater, British Gas and the like so feel free to write to the government on epetitions.

I'd have given no stars if possible. For six months I have had little or no internet service. I have spent hours on the 'phone to them, gone through all the tests they asked me to do at home and still no broadband. They sent me new ADSL filters. They had no effect. BT told me that if they sent an engineer and it was some fault in the house I'd be charged for the engineer's visit. I wouldn't know. Most days I only have internet for an hour in the morning or late at night. After being with BT since they started I finally had to admit defeat and defect to Virgin. I have just received an email from them telling me that as I'm leaving them they're going to charge me for discontinuing my broadband connection!!! It's been mostly discontinued for six months. As I have no computer broadband connection I've maxed out my mobile internet allowance - result I have absolutely NO broadband connection while paying for both computer AND mobile. To say I'm hacked off would be an understatement.

I had been with plusnet for a year and had No issues at all. Probably only really needed to restart my router about 3 times in a year.

With BT now for a month, as I wanted to get bt sport.the internet is terrible. I used tobe able to get a potential speed of 16ms/s and now I am downloading a file which is 424mb and it says it will take 6 hours! I restated my router and still the same. Very poor

I foolishly turned down a great deal with Virgin to pay a little less for BT infinity and BT sport.

Wow, how stupid of me. Should I really have expected a decent service? After all, this lot pay Michael Owen money to actually talk about football, a perfect reflection of how much they know about technical details and customer service. In fact am more annoyed with myself, believing this BS sorry I mean BT.

You get what you pay for. My advice, go Virgin and reluctantly pay extra for Michael Owen and BT to ruin the beautiful game further.

Oh and don't believe when they say, your complaint has been lodged, they'll call you on a certain date. There's more likely hood in Michael and Co blurting out something insightful.

Sky and Virgin may be over priced, but at least they bring some level of British class, whether that be programming or quality in service.

BT, you're like Nokia. By the time you realised how far you got left behind by competitors. You'll always be two steps behind and hated by those who give you a second chance.

Time to remove the 'B' from BT. They have nothing that makes us feel proud. Sir Richard, forgive me. I'll be back asap.

Utterly rubbish. Very shitty service definitely never ever join BT unless absolutely necessary. Customer service and every single depart even managers are rubbish, nobody is capable of resolving the orders you place or give a proper answer. I definitely aggree with others to never join BT service ever again!!!

As typical of other reviewers, BT customer services is very poor indeed. Multiple calls, failure to listen, failure to update notes, failure to take action, failure to respond to complaints.

Shame, because my experience of the broadband service itself was fine. Pity for BT they are now losing me as a customer simply because of their customer service operation

We went with BT because it was advertised so well, however they sent us the wrong cable to connect our internet with, then they charged us £130 to rectify the mistake that they made in the first place! We are absolutely appalled with the service and will do our best to tell anyone who will listen never to go to BT again

It is rubbish

I have had this so called Internet Phone and TV Package for one month of constant hassle unreliable poor quality TV Phone service which sometimes take up to nine attempts to get through. You dial the number and the line goes dead, and occasionally you do get through on the first attempt, this is when the phone is connected directly to the BT test socket. The phone line has been checked over six times and according to BT its working perfect. The Broadband speed is between 74 and 79 Meg but this is not all that important when its continually dropping connection as I discovered when I examined the Home Hub 5 Logs. This is probably the reason for slow scrolling of web pages and the appalling TV service on my You view box + when watching internet streaming channels. The You view + box isn't much better on free view either even though all the TV's in my house work without a problem. The main TV is fed from the aerial output of the You view box and work perfectly. BT Residential are a backstreet technically incompetent bunch on con merchants who tell lies and they will never provide the service they promised you.You are paying for just an unworkable system. Do Not expect to cancel your contract early because it is not possible, even though the service does not work. I was asked to pay over £500 to terminate my contract. WISH I HAD STAYED WITH VIRGIN MEDIA, the maybe not as cheap but the system you pay for does work 100% reliable for me for the last 12 years. I am being connected to Virgin on Wednesday just so I can have a reliable Broadband Service. I will just cancel BT at the end of my contract and switch the rest of my services back to VIRGIN MEDIA.
WARNING TO ALL POTENTIAL BT CUSTOMERS DONOT BE FOOLED STAY AWAY.

ONE VERY UNHAPPY BT CUSTOMER

Well i reported problem 3 days ago and still wiating on it being repaired its been such a inconvenience ti me carnt live with it anymore looking to change provider as b.t dont treat there customers right

The worst customer care ever!

I've been a bt customer for over 3 years. I pay my bill online ever month with no issue. However due to the fact I don't pay by direct debit they decided to cut me off in July 2015. So I phoned the bt number and got put through to an automated service line that kept telling me that ( your service has been restricted because you have not payed your bill) every time I selected discuss my bill it just reported ( your service has a restricted because you have not paid your bill ) aaarrrrr in the end I had to say the customer had died to be able to speak to some one about my bill. ( disgrace )
Finally I spoke to a guy from cts and he was so rude and wouldn't let me talk. He constantly spoke over me. I said to him that I've been a customer for over 3 years and I've always payed my bill every month. He didn't even care. So I asked to cancel my phone line immediately, he said that's no problem I can do that but you will receive a £30 cut off bill and a £42 30 day notice period plus a £10 late payment fee and the month that you in arrears and also the next months bill also.
£48 bt monthly bt bill x2
£30 cut off fee
£30 30 day notice fee
£10 pound late charge fee

Total £166.00
Then he asked how would I like to make payment. I just laughed at him. I started to question if I was actually calling The right number for bt. I just can't believe what had just happend. I did say that I'm not in a contact and he said it doesn't matter. I asked to speak to a manager and he replied, the manager will only say the same thing. I just put the phone down. I'm so upset that I've been treated like this. I just want others to realise what these dirty cheats are like. I can't stop any one from going to bt but please make sure you're happy with the service you got. On the plus side, I have my own company and I have to pay a lot of money for my Business line. £xxxx. It renews at the end of October this year. Can't wait to cancel this and see what service they try to offer me then. Thanks Bt for you customer service.

Just moved into a brand new house and unfortunately have BT "Fibre to the Home" installed. This means I can only go with BT
BT is a much higher cost than their competitors but also not geared up to support "Fibre to the home". When you have a query you get passed from one person to the next with the "Fibre to the home is not my job, try someone else".
Speed is extremely poor ... I get less than 10mb speed which is worse than the landline-based broadband at my old house
Cost is high and the cheapest option limits you to 20gb upload/download per month (no carry forward of unused broadband) ... however the monitoring by BT is extremely inaccurate and you can use 1gb simply accessing bbc.co.uk/news
Overall it makes for an unusable & expensive service.
Somehow I need to find a way to switch to a more ethical broadband supplier

Absolut disgrace, after being kept on hold for 3 hours for someone to come and fix my BT hub no one turned up the next day. Changing services i was charged money i was told would be refunded after waiting 3 months for an answer!!. Customer service was next to none and i will not be using BT again. Complete rip off for a crap service…stay well clear!!

Been with BT since 96 am now looking for a new provider after 2 weeks of arguing.If you have slow broadband and they want you to put your computer in safe mode DONT It gives a false high speed,and then they have satisfied the legislation they sighed up for,and all your rights have gone.They caught me with thisTwo of their engineers computers gave readings of 0.5 meg my two computers gave about the same,took the sky box off and the tablet,turned off the phones and put it in safe mode as I was told to by bt reading shot up to 3.1 for one test.Thats it you dont't get any more help.Have opened a Ofcom dispute.

TERRIBLE. The worst wifi, the worst service, and the most frustrating thing. I can sit approximately 5 cm away from my 3rd router sent to 'fix the problem' and I can't load a web page. Constant drop outs, no interest in helping, spoke to a UK manager after hours of being on the phone to India multiple times and she was probably the most rude and unhelpful person on the planet. I feel sorry for anyone tied into a contract and have had the displeasure of dealing with BT, they won't help, they will just charge you over £200 to leave the contract and then continue to mis-sell you products at an extortionate price after a few months. STAY AWAY

Quite literally the worst customer service I have ever received. We started receiving huge bills (£150). Tried to cancel. Confusion over previous account holders, who is liable, charged obscene amounts until we cancelled the direct debit,as they wouldn't let us cancel or vary the contract as we weren't the account holders, although we had been paying the bills for 2 years (although it had been changed,but they claimed only to an "online account" holder not the account holder which even they got confused over on the calls) spent countless of hours on the phone, emailing, all for them to say they had done nothing wrong and to cut us off without any notice. This took 3.5 months.Poor communication, conflicting advice. Literally,morons who dared to be condescending towards us when we pointed out the endless string of flaws and logical inconsistencies with their argument( like writing a letter to the "account holder' at an address they had not lived at for 2 years years telling them they were going to cancel).They told us from the outset that they could not vary the account holder's name, yet somehow have magically 3.5 months later transferred it in to my partner's name without her permission?!So what we wanted at day 1 to resolve the issue took 3.5 months and allowed them to rack up charges which although they have said we are not liable for, have failed to confirm in writing. We have no idea where we stand. My cat with a headset could have made a better go of it. I will never use BT or their services in any way ever again. We will be referring to the Ombudsman, which they said we couldn't do (wrong again) as it still isn't formally resolved and now they just ignore us. Don't waste your time trying to resolve it with them. Cancel the direct debit, protect your funds and make them come to you. Anyone from BT reading this, look down the list. I'm not even remotely exaggerating about how bad our experience has been, and I doubt anyone else is. Good luck to you BT, you'll need it.