BT Home Broadband Reviews

Order BT - Did biggest Mistake of life : Got Call from BT to Pay £50 deposit While knowing my Credit score is much higher than BT Value I Paid £50 ( 2nd mistake).
5 Days Passed Not even Single email confirming my order or status, Everyday after work trying to call BT - hour of hold - disconnected finally (I have life to live - other than BT connection )
They are treating new customer like this cant imagine How they will treat later. Called The number where I paid £50 - Rudely Lady told me I cant answer - our job is to take money , I dont know order status - I will transfer call - after hour on hold finally disconnected.

OVERALL experience - HELL Wanna continue with sky , please cancel my order and Give my £50 back ASAP

We are just on standard broadband as connected directly to the exchange (95yards). Download speed is about 13mbps, so not too bad. The service dose drop out every now and then, but generally not too bad. Customer Service is time consuming, but they sort it eventually.

Speed is middle of the road, customer service is the worst. The whole process is actually abusive. From the long wait with the phone ringing the whole time (music anyone), to asking the same questions repeatedly, to intentionally obfuscating the situation, to an obvious goal of getting you off the phone vs. solving the problem and ultimately succeeding because there is no alternative and no quality control. The worst of the worst in terms of customer service. average to poo in terms of quality of product.

BT Customer Service- a communications firm where the left hand would have to put you on hold for 23 minutes while it finds out if it has the authorisation to confirm there is a right hand.

I have never dealt with such an appalling company. They just want to squeeze the most they can out of the customer and it would appear nothing and no one can stop them. They are a law unto themselves and I feel that even the Ombudsman is far more interested in supporting BT than the man in the street.

Truly shocking never known a company like it -Totally Arrogant - 100% Do not care at all

Not impressed. All I wanted was broadband that I would enable me to surf the web, check emails. My router wouldn't even work despite BT saying It was activated, I had no service. Basically I was waiting a ridiculous length of time (almost 2 months) and was still waiting 6to 7 weeks later with no broadband. Long queues, sometimes as long as half an hour. This is how BT treats new customers. I ended up cancelling. I'd had 2 bt engineer visits, one of which BT didn't turn up at my property as someone was at home waiting for the BT engineer.

This is the ISP from hell. Days wasted waiting for engineers to install, empty promises, misinformation and downright lies! I'm now left in limbo with no internet cut off from my previous ISP nad unable to sign up with a new one until BT resolves the situation! Avoid at all cost!!

Just had bt package activated,very impressed,everything turned up on time,activation on time,early days but very happy with the service

BT are close to being morally bankrupt.No real care for customer service or on going Broadband problems.Need a UK based call centre!

BT are the worst company i have ever dealt with, was looking to upgrade to infinity2 agreed price on phone e mail confirmation through wrong price wrong contract length. rang to query this was told that they could not agree this deal as it was through a third party even though it was through bt website.rang back another day after various phone calls and being fobbed off was offered a good disccounted price, no confirmation e mail came through sevearal phone calls later including often being cut off i have been told that no order has been placed and i could not have it at discounted pricei know see that i am not alone in this and they are mis selling their products on a regular basis is this not illegal. I dont expect to have this resolved to be honest and am in a 10 month contract which i consider they cannot hold me to. final resort will be to cancel direct debit and go without internet until resolved.

i have been trying since 4th august to upgrade to infinity2 .i have been promised various discounted deals none of which have been acted on by bt. i have rung countless times, ring backs that have not happened,i am at present having complaint investigated which will take up tp 17 days.BT are the worst company i have ever dealt with.i have asked to speak to line managers but i think they live in an ivory tower as they are never available. UNLESS YOU ARE DESPERATE DO NOT USE BT

APPAULING CUSTOMER SERVICE DO NOT USE BT!!!!! Problems with billing going on for months, my quarterly bill should be around £180 (Phone & Broadband), I received one for over £800!!! months later and over 30 (yes thirty) calls to, so called, customer service still not sorted. This is the worst experience I have EVER had of customer service, they clearly don't care and/or are completely incompetent. I regret moving to BT and will be leaving as soon as I can. Written complaint to BT and OFCOM sent. My advice AVOID at all costs!!!

This company would appear to be institutionally incapable of living up to promises made to customers. It's customer service is by far the worst I have ever experienced. After over two hours on the phone today having been asked by BT to contact them regarding my order, I am still waiting for the answer to a simple question!! My question has now changed to 'Can you cancel my order please?'

Absolutely terrible! Constant lies. I was with them for 1 month and lost count of the amount of calls to customer service. Every time I rang I would be on hold for a very long time and then they fob you off onto someone else and put on hold again. 1 person says the opposite to an other. I had to cancel today as I was having to ring them everyday because they messed up an order and failed to activate my service.

Avoid this cowboy company at all costs. Literally the worst company I've ever had the misfortune of dealing with. Had no phone or broadband for over 12 weeks now. Six engineer vists scheduled but none have ever turned up. It's getting to the point where I have no where to turn but pursue the legal route. This company are a bunch of lying con artists who do nothing to help there customers.Avoid Avoid Avoid !!!!!!

I recently moved from talk talk to bt on their infinity 1 package and took the tv starter so i could get the sport channels on my tv.
The transfer of the telephone line went smoothly but the broadband disconnected and didnt come back on, i waited until the following day to contact them, as i know you are advised that it can take up to midnight.
When i got through the lady was very helpful, she explained there was a fault on the fibre line which is why it wasnt activated on that day. She explained that it was scheduled for 2 weeks time and she would look to expedite the date and contact me on the following monday.
Unfortunately i had missed the call on the monday, so i called back in and spoke to another gentleman who told me that he could not do anything about the date and instead gave me a credit of £55.95 to cover my activation fees and the delivery of the hub.
I then got a phone call from the lady on the tuesday who explained she had managed to get the date moved forward and the broadband was activated on the following day.
Yes i was without broadband for 1 week but they were so helpful getting the service activated for me and ensuring i wasnt out of pocket for my troubles.
When the football season started at the start of august i was made aware of the increase in the cost of sport, i had a feeling there would be a charge for the european football package, £5 i can live with.
I decided to get the sports in hd on the day of the community shield and was told that i could have it free for 3 months, bonus.
Since then i decided i may as well get the uhd package as i was pleased with the service ao far. £15 extra minus the £5 for aport so i am only paying £10 a month more and couldnt be happier the broadband is so much more reliable with bt. When i had talk talk i would often experience a lot of buffering during peak times and honestly ive forgotten what that feels like.

I very rarely post reviews of this nature but my experience today with BT has been so frustrating I want to do something in the hope BT will address their complete lack of customer service.
I have been a BT customer for many years; land line and broadband. On Sat 15th August my Internet failed. I quickly ascertained from BT that I needed a new hub. This could be supplied if I renewed my contract. I agreed and the hub was due to arrive yesterday. It did not arrive and today I received a letter confirming my contract but no hub.
I have today spent over three hours on the telephone with an overseas call centre and all I have achieved is to make myself really cross.
Consequently I decided to change supplier. Within less than an hour of doing this I received an e-mail asking me to reconsider with a request to call a completely different telephone number. I was also informed if I did change I would be charged almost £320 in cancellation fees. Despite the fact I cancelled within the 14 days and BT had failed to fulfil their part of the agreement. When I rang the call was answered immediately. Clearly BT respond only when they are in danger of losing business, existing customers are of no value.
BT need to address the use of overseas call centres. Whilst the people who work in the centres are very pleasant they are completely ineffective.

I have always had a reliable line, When I left my previous suppliers I had speeds of 7-8mbps. I moved to BT big mistake they never manually updated the IP profile and left me to 2mbps. Phoned them switched off the modem put it back on, of course this fixed nothing. I told the technician that their was a fault on my line 1 year ago and what the problem was. He disputed this knowing best and arranged a callback to book an open reach engineer put WTF?


I eventually didn't bother and attempted to swap back to my previous supplier with BT saying all I have to pay for is for what I used.



17th 2015 changed their mind I must pay for the full contract.



Along with this they ran tests from a department that cannot run any tests (wtf)

another lie I got told is "bt openreach is in your area upgrading your cabinet and exchange"

This one annoyed me the most they WASN'T THERE, I've been wanting fibre for a LONG TIME and attempted to use this as an excuse for rubbish speeds.

If you enjoy being lied too, ignored for being more intelligent then the staff this is the company for you.


If not keep to sky or +net

Here we go another scam of BT without knowing they added couple of package in my bills and i'm trying to contact them but there is no answer at all from their customer service .... Worst customer service