BT Home Broadband Reviews

BT is an absolute disgrace. I informed them about moving house 2 weeks in advance and 4weeks after having moved I am still waiting for my connection to be activated. They have made me wait half a day for an engineer twice. The appointments were not cancelled, BT simply didn't show up. I would strongly recommend to stay away from them !

In my opinion you are better off going elsewhere.
I signed up to BT on the 18th August. After 2 engineers visits I am still waiting for my broadband to work,latest estimate is 11th September. The customer service is terrible and just read from scripts rather than actually helping.

I wish I was able to give zero stars to this awful company. We're curently waiting for our 3rd connection appointment as their engineer missed the first 2. They didn't even bother phoning to inform us they wouldn't be turning up. People have to take time off work to meet these appointments, how can BT think it's ok to have such blatant disregard for peoples time? I've not even been offered an apology. AWFUL.

Two no shows of a technician after taking days off work. I was then told a technician would arrive at 1700 tonight so I could go to work, lies. I received a call at 1330 to say a technician was at my house. I then had to look like a liar at work and rush off as I was terrified that I would be put back to the back of the pile for another fictitious appointment. All installed now to find the Woking areas broadband has been down for days. What a way to treat new business. Lies and arrogance.

Appalling service all round. I ordered fibre broadband 5 months ago. I now have a phone line with no broadband (which I do not want and am being charged for as it is a prerequisite for fibre) and have just been told that it will be mid-October before I even get an update, let alone the service.

Will never be going back to BT after they recently raised our line rental and fibre prices one month after signing up to a 12 month contract. Completely inflexible and charging new customers less than we are currently being charged even before the price hike. We will be leaving after having tried in vein to reason with several customer service reps.
We've taken advantage of Ofcoms ruling that you can leave a fixed term telecoms contract within 30 days of an announced price hike and without penalty. We'll be taking our £130 topcashback payment from BT for singing up and we'll never be back. Thanks!

May I advise anyone unfortunate enough to subscribe to BT Broadband to check their phone bills. BT continued to charge me £3.72 per month for BB Talk Evening and Weekend Plan for months after the BB Talk service was discontinued.

Internet stopped had 2 visits from engineers,got told its cos of the school holidays,then got told its not their fault,hour and a half wait for a customer services chat,they go over and over each others work.Left a message for mr Beck managing director of openzone,yep he don't reply either my MP next I think

For all those people who are considering switching to BT for broadband, please do not go by the carrots of Sainsbury vouchers and free n number of months offer. BT is truly one of the worst broadband providers in the UK. I switched from Virgin only because they did not have services in my area. I took BT infinity 9 months back and I had to get on the phone to their terrible customer service very often. I guarantee that you will spend at least an hour repeating the same answers again and again to mutliple representatives sitting in India. 45 days ago, I ordered a home move and now its been 22 days(and counting) since I moved into the house and after 3 engineer visit, no home-line/equipment fault, I am still without broadband. I have been hit with 2 ODs in my bank account(as I could not transfer money to that account due to non availability of broadband) and lots of other losses. I have spent on an average 45 minutes per day on phone to the terrible BT customer care in India and every day they recite the same story"There is an exchange fault and we are resolving that". I am so frustrated that I have started telling everybody I know, not to take BT broadband. Go for virgin or SKY they are the best. Please please stay away from BT.

Promised I could receive speeds of up to 75mbps when signed up 6 months ago. Reported a fault on the line because of slow speed. Engineer told me I could only receive speeds of up to 37mbps at most after checking all the cables were ok. I called BT to down grade my package as I was not willing to pay for speeds that were impossible for me to receive. I was told they could not down grade my package and that to down grade I would have to sign on to another 12 month contract for which I refused and told them that it was they that are in breach of the contract for lying about the speeds I could receive in the first place to debate went on with customer services for almost half an hour. All they kept trying to do was tie me into another contract by saying there was nothing they could do, it was nothing short of blackmail the tactics they tried with me and I blatantly refused. In the end I finally managed to get through to them but my word they made it hard.
I'm sure it must be illegal to make someone pay for something they won't receive.

a most disgusting service- in fact the worst I have ever received from any company. It has been so far an 8 month nightmare which is now resulting in me asking for a deadlock letter. I am utterly appalled that any company should be allowed to trade in this way. there is no way I would ever suggest BT broadband to anyone. in fact their broadband in my view should be subject to external government scrutiny

It might be OK if I could get it! Ordered it a month ago and still waiting for it despite the BT promises of to-morrow. Oh! yeah I forgot to-morrow never comes.

I tried to cancel my service with BT 6months ago as I thought I had a 1sr contact but they informed me my broadband was for 18 months. so I rang them today to tell them I will not be renewing my contract which runs out on 17th September. I was told that the service will cease on 9th of September. I said no on 17th September.so he said he changed it and that I will receive an email to confirm and low and behold I have received the email with the 9th of September. I am so angry. and I have also been told that I have to pay a £30 charge for not renewing my contract. is this right????. never again

We normally struggle by with 3MBPS. A month ago I reported the line as repeatedly dropping and the speed down to 0.2MBPS. I've spent hours on the phone to call centres, listened to their infernal queueing musak, waited in for them to turn up -two no shows. Now expecting a broadband engineer to turn up next week. If I wasn't on a fixed term contract I'd have dumped them.

For all those people who are considering switching to BT for broadband, please do not go by the carrots of Sainsbury vouchers and free n number of months offer. BT is truly one of the worst broadband providers in the UK. I switched from Virgin only because they did not have services in my area. I took BT infinity 9 months back and I had to get on the phone to their terrible customer service very often. I guarantee that you will spend at least an hour repeating the same answers again and again to mutliple representatives sitting in India. 45 days ago, I ordered a home move and now its been 3 weeks since I moved into the house and after 3 engineer visit, no home-line/equipment fault, I am still without broadband. I have been hit with 2 ODs in my bank account(as I could not transfer money to that account due to non availability of broadband) and lots of other losses. I have spent on an average 45 minutes per day on phone to the terrible BT customer care in India and every day they recite the same story"There is an exchange fault and we are resolving that" I am so frustrated that I have started telling everybody I know, not to take BT broadband. Go for virgin or SKY they are the best.

For me it was a big mistake to switch from Sky to BT. BT informed me and Sky a date to switch services, but after disconnecting my broadband delayed the new connection which took them 10 days. My several plea to them to reconnect me did not produce any result. Their call centre is in India and they only give lip service. Their only explanation for the delay was "there has been an exception" and they just repeat this like a robot. No matter what number you dial you are always diverted to the same call centre. It is almost impossible to talk to anyone who can take some action. Out of desperation I wrote a letter to their customer services manager in UK, but have not received a reply from them either. In my view BT broadband is no different from other providers but their after sale service is very poor.

Shocked with the way I was treated by BT .Simple move from one area to the other ,.lied to me many times/ Emails lied / never got it in the end / Truly stunned how bad BT is

Shame on you BT, SHAME!

I originally lost our internet connection on the 21st July. I had a chat with an agent online on the 23rd July to notify them we were without broadband. They said they would look into it, send an engineer out & contact me about what was happening. I didn't hear anything back for over a week, on the 2nd August I contacted BT again. They said an engineer had been scheduled for the 6th August. I waited. After the 6th I got a message saying the problem had been fixed. But it hadn't! After calling they said that the problem is not fixed yet & were working on it. Another week went by & no word, so I called BT. I got cut off twice. I spoke to one person & had to be transferred & then got cut off AGAIN. When I finally got to speak to someone, they said the job had been closed & no body was working on! They said they would get an engineer out to me on the 24th August. I also asked this person, and I was very clear about this, asking if I cancelled with BT today, would I be subject to any charges, cancellation fee's or do I need to give any notice for the cancellation of my account. They said no, because I was out of my BT contact fixed date. I made it very clear, regarding not only 'cancellation charges' & ANY other charges, they said no.

The couldn't fix the problem on the 24th, and had to come back again on the 25th. This time, the engineer actually fixed it. But the engineered told me there was no fault and I had actually been cut off from BT broadband. He told me he didn't know how this had happened as no problems were shown with my account.

I asked them if I can get compensation on top of remuneration because of being cut off & they said I will also get compensation. I got a call on Friday 28th and she was now telling me that not only would I not get any compensation, I would only get remuneration from the 2nd August as this is when she believed I first reported the fault, when in fact this was the 23rd July. I got a call back on 29th August from a was very rude agent. I asked to speak to his manager. He said he was the manager. Later it came out in he does have a manager.

Furthermore, I then found out from the cancellation team that if I cancel I will be charged £30 for discounting me from the exchange & I would need to give 30 days notice! This was not as discussed with the service team before, and I was misinformed about the process of cancellations. If they were not in a position to give information on this, they should not have advised. If I had been given the correct information in the first place, I would have said to the engineer to just keep me disconnected and we'll walk our separate ways.

I also found out after checking my bill for this month I had been charged for the BT sport package. This is something I have not requested. I fail to understand how this was even added, when I have no internet! I still don't know if this has been removed of my bill as they couldn't tell me.

I was sold a package to enable me to get btsport on my tv ,but now told my speed is not good enough hopeless trying to contact them totally disjointed

Do not change houses with BT. Ever! By far the worst customer services and installation team that has ever existed. Nobody has control of the process and they will not provide any compensation for loss of broadband service when reinstalling is delayed. It took them 2.5 months to change over our broadband.