BT Home Broadband Reviews

BT is the worst company (all services included) I have ever dealt with.
1) the service itself is bad: in my old flat we kept having to reboot the router (several times a day) for it to work, which means the internet cut off all the time. This lasted 3 years. In my new flat, they randomly cancelled my order and my internet was activated 3 weeks after I ordered it - and I am in a flat where all the infrastructure was already installed with BT and everything worked.
2) most important: horrible customer service. Every time I speak to someone new I get told different things, and they are pure lies. BT never do what they promise: they say they call you at X time on X day, that doesn't happen so you have to chase for it, then they tell you something else, which again they don't do. Now for the 3rd time I am promised a phone call to discuss my complaints and compensastion but that takes almost a week, and I am not even sure they will call.

Absolutely NOT to be trusted: their service is bad and they treat customers appallingly, this is really serious.

I ordered a BT Home Hub 5. It was neither despatched nor delivered but I was quickly charged £69 plus delivery. When I complained I was sold a new contract that would include a free Hub 5 and told that they would cancel the original order and refund my money. Three weeks of misery and five long phone calls later I have been promised a refund to my bank, then told I could only be refunded via my next bill. None of this has happened. The customer help staff give a different story each time and say that "It will definitely be sorted this time." All lies!

We are stuck with BT although we are unable to get the TV channels that were promised to us. Their TV department is completely unhelpful. TV customer service representatives are difficult to understand, offer assistance that makes no sense and don't appear to really listen to what your situation is. We've had numerous repairmen out to the flat and they can't resolve the problem. BT says its not their fault so we are stuck paying for channels we can't get. Don't' sign up until you know for sure you are able to get the service or you'll be stuck like me.

Worst customer service I've ever experienced. Spoken to about 9-10 different people regarding the same issue. All claim to 'update' notes online so each member can follow up with the order, but had to discuss same issue over and over again with all staff clueless each time. Unbelievably frustrating. Would move to ANY other provider, however none in our block of flats.
Could not be more frustrated or angry. Almost one month since we first placed our order, only to hear one day ago that we have to replace our order due to the incompetence at BT.

I have given very low stars for speed and reliability. I would have given no stars if there was an option. I joined BT in June 2015. I order VDSL1 and had reliable service with no drops and I had the max speed my line could support. I was over the moon as previous ADSL2 was only supporting 6 meg download. 36 meg ddownload. This lasted only two months and in Aug 2015 the Home Hub 5 kept crashing. It crashed and rebooted every 3 minutes. I called customer service and they reset my line profile. Which means they reduced my noise margins, line attenuation and signal attenuation. This meant I now get speeds of 5 meg. Not only that the Home hub 5 still crashes so nothing has been resolved.
I am still trying to communicate with BT India, but I seem to know more about the technicalities that they do.
If I get a resolution i might revise this feedback. Let see what happens.
The good news is that although im tied into a 12 month contract I have read that we are able to terminate if we are not delivered the speeds promised.

I had the BT broadband,TV and phone from by for two years as they were charging the highest rate as the contract monthly was £42 per month it never did came less then £54 a month so now I have to move to my new address what happened was that I called the costumer service for cancelation of service they told me I will be charged £100 plus so I had no choice to stay instead of continue agreement they gave me new no new contract which I have to accept but I was not moving from my present property they cut my all lines and started my new contract as I moved into new property they were suppose to give me the Internet line n phone but didnot n have to wait for a month now a few weeks ago I got the line n was happy but today the line of phone n Internet isn't there so I called the costumer service and they told me it will be fixed after three working days or more by the engeneer but no fix date so I am really unhappy with BT . so I suggest to have other phone line n Internet and waiting when the contract ends I will never keep BT .its not BT it's Bad Treat

Appalling service. Like so many, we only went with them because my boyfriend wanted BT sport. They have ripped us off every month for the last year. They have LIED to us over and over, changing contractual agreements and pricing for broadband and BT sport it is nearly £50 PER MONTH! We have no home phone and the BT sport has not been used since we moved house 4 months ago and yet every month our bill goes up and up. They refuse to offer a refund and an explanation. CANNOT WAIT TO SWITCH NEXT MONTH.

Been trying to place order with BT broadband for the last week now and every time at the last bit of the order procedure it comes up with a screen saying Technical Error Ref #CON-0067. I found the bt brodband deal through site topcashback, a site I have used numerous times and has worked well. After a week of contacting BT not a single member of any customer services, sales or 'Easy Assist' team was able to help me complete my order. None of them could even explain what the error code meant and if it was ever going to be fixed. Useless company with useless customer services.

Speed rarely reaches 1mb, if more than one person uses the internet it crawls. Engineers have been out and confirm a problem with BT's line locally but has never been fixed. Over £30/month and can't even play a youtube video at peak times? AVOID BT. They LIe.

Thieves! Started to charge me for a service I never asked for. I complained they said they would refund and passed me on to someone else. Then was told it couldn't be refunded. Will be pursuing this further. Fortunately my contract is almost up so will be leaving. Also is very difficult to get through, probably due to all the other people complaining about being ripped off.

What a farce! Report problem, promised engineer will come out and wait a week for appt, doesn't show, another appt, doesn't show, another appt, doesn't show. Been promised tomorrow... I'm just guessing what will happen! What a joke!

Unfortunately I have the displeasure of dealing with BT in my personal and working life - albeit different arms of the same incompetent beast.
In <4 months of being in what essentially is a BT only area the issues I have experienced are:
- had my broadband date moved back numerous times (over 6 weeks from the initial install date) without reason.
- been charged for the telephone line (which I HAVE to take) during that period yet it fulfilled no purpose.
- had broadband dropouts on a regular basis despite being a few hundred yards from a BT exchange.
- had a BT home hub failure.
- spent 10+ hours on the phone to BT chasing them when they do not call back regarding an issue.
- had BT take my broadband from operational to inoperable whilst making my TV services 'live'. They 'pulled out the stops' and got it back up 4 days later.
-provided an overall pathetic service. The only hopeful piece I can state is that their offshore call centre employs very polite people - if not very competent ones.

On top of this their staff don't listen and I have very little feeling that their services will improve at all. Awful company, awful personnel underpinning an atrocious service.

Awful. Absolutely awful. Contrasting 'advice', huge call queues, one of the worst customer services i have ever had. I would rather give my money to a charity and have no internet than fund these clowns.

BT are a terrible service provider.
SLOW SPEEDS, CONSTANT DROPS, TERRIBLE CUSTOMER SUPPORT.
They LIE.
They don't fix your problem.
They lie about sending engineers.
They are a joke and a disgrace.
THEY ARE A JOKE

My broadband speed is 0.13Mbps and keeps dropping out. also heavy packet loss. The local engineers (openreach) know where the issues are, however there has to be a long, totally pointless and useless conversation with BT everytime before they'll ever get round to sending an engineer out. Overall the support and efficiency of the BT customer service is truly awful

Beware of this company, they don't honour their offers..

I switched from TalkTalk to BT in August 2015 after signing up with then on 20th June 2015. The package was for b/b and w/e calls + bt sport free for the duration of the 12 month contract. Now that the football season is here I tried to activate the sport on my pc but nothing happened.

After making several calls to BT and spoken to their chat line I have been told that the deal changed and I now have to pay £5.00 extra per month for the something which was a free gift.

I just got thru talking to a very nasty c/s dept who would not pass me over to a manager or supervisor, had the cheek to ask why I had only just noticed the service was missing and said that the deals were changed in July. I am guessing that the internet offer was only there to get the business.

Disgrace all round

Worst experience ever with a company. They sell themselves are the premium option in the broadband market. This is far from the truth.

They're over a month late with my order and keep wasting my time with missed appointments and excuses.

They've now had the audacity to bill me for service which isn't even connected and say I must pay the bill and be refunded the following month.

They claim the order has become 'stuck' and must be re-ordered.

Avoid at all costs.

Have been with BT 7 Years now ADSL and fiber broadband.
Contract up for renewal this December.
Moving to wightfiber, had enough of BT'S poor customer support and lack of knowledge

Been a BT customer for a number of years and currently have BT Infinity. I moved from Eclipse who for me were the best but at that stage didn't kprovide fibre. Fortunately I have had few problems with BT, if I did I would have gone elsewhere. My gripes:
I upgraded to super fast fibre last year, apart from a slight increase in upload speed I did not notice any difference. Numerous online tests followed until I discovered that BT cannot provide superfast fibre in my area. When I spoke to customer services it was "my fault" as I did not formalise a complaint.

In my view BT don't take care of their own customers - you will wait between 30 minutes to get through to customer services. Horrendous.llloll

BT won't negotiate at renewal, fantastic offers for new customers but unlike competitors and for the rest of us no incentive to remain. I was offered a £1.15 discount on broadband on the basis I had paid a whole year for a service BT couldn't provide.

I've renewed again this year to allow me to find a reliable ISP that takes care of its customers - if there is one out there.

Dreadful, just dreadful.

I was told I could upgrade to faster broadband - so signed up for it. On the (delayed) activation day the service did not work. I waited all day for it to activate, it didn't. Ended up on the phone to India for an hour - they arranged for an engineer to visit 3 days later.
The engineer arrived one hour early - luckily my son was in, I wasn't.
The engineer confirmed that faster broadband was not available - I am apparently too far away from the exchange (3 miles) and I will NEVER be able to receive faster broadband. I asked him if he could reactivate my old BT broadband - he said 'No'. Apparently my 'old protocols had been wiped, by BT, in the Exchange'. He then told me I (yes, that's right, me!) needed to contact BT - I thought I was already speaking to BT! Apparently not - I was speaking to an engineer from BT Openreach...and that's different to BT Retail.
So I call BT Retail - speak to 2 people in India who can't help me, then 2 in the UK - one of whom can help me (this call takes 1 hour 20 minutes). The BT UK Agent can 'help me' by 'passing on a request to reactivate my old service' - but I'll have to wait 5 working days (a week!) for them to put right what they turned off because they couldn't deliver the service I was sold and didn't even check it first!I will be without broadband for at least 2 weeks in total thanks to BT misselling a service, cutting off my old service and putting me back in a queue to wait whilst they fox what should never have been broken in the first place.
Oh, and I've complained too but I've been told that I'll have to wait 18 days for a response because they are 'very busy right now' - sounds like that's a major signal that your service is utterly crap, BT.
Appalling.