BT Home Broadband Reviews

Call bt to get issues checked out, no phone, no internet and tv. Just stopped working with no changes made.

Send out first engineer, checks the line to the house. Yeah ok to the house, I don't check phone or internet connections in the house. You need to raise a call with bt to get the someone else to check those. marks the call as resolved.

call get case reopened, send out the second engineer a few days later, doesn't knock says no one is home with house full of people waiting for them, marks the call as resolved.

call get case reopened, send out the third engineer. Turns up and fixes the issue. no note were added.

call to try and find out what was fixed, say the fixed the phone, internet and tv by fixing the router and that the unit was incorrectly connected which was causing the issue.
Phone plugged directly into the bt socket still failed to work previously, but fixing the internet router mysteriously fixes the phone line. It's an out right lie, purely done to make £129 call out fee, not happy.

Horrendous experience with BT. Don't go with them. They said they'd give me vouchers when I joined. Didn't. Just phoned up - they have a recording of the guy telling me I can have them, and they won't give them to me or the equivalent of them?????? They lied to get the business, overcharge, and they are so so so unprofessional on the phoen. Don't trust a word they say. Go with someone else.

Signed up for infinity broadband and my monthly bills went up from around £25 per month to £80 +. Apparentently wrong call package added. They are not interested in rebating extra money taken me. very poor and not going to encourage any customers to stay after the minimum period.

My broadband rarely works, it's been unusable for months and now my phone line has stopped working. bT have sent engineers out, it worked for a week, now it's a problem again.

Frustratingly bad experience. Two appointments required to re-activate a line, and second to install broadband - arbitrarily changed by BT to two different days. Asked to be called when the engineer and told this was not possible. Waited in all morning for the engineeer to arrive but he was a no-show. Called BT and could not speak to anyone who could shed any light on the situation, merely put through to an automated message, telling me everything on track. Absolutely no way I could recommend this company, and can find no positive comment to make about them.

Joined BT from SKY last year because SKY was getting too expensive. Wish I hadn't!

I ordered the whole package with BT online at the end of September with one of their offers. Got an email confirming order. A few weeks later when should've been installed nothing happened and nobody turned up. They had lost the order which meant I had lost the special deal and price and they said (more or less) its hard luck!

I complained and eventually got the original offer and more with their top fibre optic broadband.

When it was all installed and up and running I couldn't believe that I had been paying SKY'S high prices for so long because the broadband speed was brilliant (for a short while) and the TV was just what I wanted with a few extra channels and BT Sport.

However, that feeling didn't last long! The BTTV box kept freezing between channels and had to be rebooted and reset every day. I had my 5th TV box about a month ago but and its still rubbish. The software has not been thought about properly and is not up to running the box.

Numerous engineers have visited checking everything but nothing has really been accomplished.

Fibre optic broadband started off good but then started dropping out numerous times every day. BT say that up to 10 'drop offs' a day are acceptable. Normally, that wouldn't have been that much of a problem but because BT Sport and the extra channels(SYFY, FOX, COMEDY CENTRAL ETC) are received over the internet, it means that these are unavailable until broadband is back up and running. It also means that if any of those channels are set to record during a drop out, then the recording fails! Many BT Outreach engineer visits later and 3 replacement Homehubs and the problem still occurs. Usually every afternoon for some reason.

I have spent tens of hours on the phone to BT support and have had a slight bit of compensation for one month.

A few weeks ago I decided that enough was enough and told BT that I wanted to be released from my contract because of their lack of service to me, and they agreed that they would not hold me to term but I would have to give them 30 days notice. I gave them that notice verbally during that telephone call and they said they would confirm everything in writing soon after. I then decided to join Virgin Media and agreed to an 18 month contract with their 'Big Kahuna' bundle.

I got a letter a few days later stating I would have to pay BT an extra £101 pounds because I was leaving before the end of my contract!!!!

I phoned them and explained that they had agreed to let me leave before the end of my contract but they said there is nothing on file about that. I then asked that they should listen to the recording of the phone call when this was agreed unless it had 'conveniently' been lost. They said that if there is a dispute with this and the recording had gone missing then the decision will go with the customer, so I will have to wait and see what happens.

I can't say that I would recommend BT to anyone after my experience.

After moving to a new house this year my wife and I decided to give BT a try after leaving sky, However this wasn't quite as easy as first thought? After three failed attempts to have the service installed and I don't know how many phone calls my wife had had enough, Not only have we lost money for her taking time off work but left us without any broadband and phone, To add insult to injury they now want to charge me £170 for the pleasure!! After more lengthy phone calls to Asian call centres (who by the way lie through their teeth) to try and resolve this issue they refuse to transfer me to anyone of seniority and hung up on me on more than one occasion! When I did finally get through to a English call centre to explain we had cancelled the service before the 29 day period they apologised and offer £20 refund and would have packaging sent for the return of their equipment GREAT. No not so great this again was just another lie so.....more phone calls no notes on their system of previous calls and guess what? Yes another bill came through. I am so livid with this company and would advise extreme caution should you chose to use them (note names times and dates you call them because they don't) for a big company the service is abysmal and they have caused massive stress to my pregnant wife and myself, This is to add to the loss of my mother to terminal cancer and my father in law suffering a massive stroke. My account number is-GB13404066 but expect this will be fully ignored as per previous attempts, Oh and before we end this review I have returned to SKY who did everything they said and haven't let me down once. So to sum up thanks a bunch BT.

Never had any problem with reliability or speed. I understand that some areas have really poor signal due to the lack of fibre optic broadband, however this is being addressed by the Government and Openreach so it is a case of sitting tight and waiting. Customer service was very friendly when there was an issue of switching payment methods. This compared to Sky 2 years ago is a million miles better.

THE most dreadful customer service I have ever experienced when moving house recently. They were never able to deliver broadband for us, continued to bill us monthly after we cancelled our order and even threatened that our credit rating would be damaged if we didn't pay up. It wasn't resolved until we threatened legal action against them when finally different departments started communicating. I will never choose BT ever again and this was after 20 years with them. Appalling treatment!!!!

I have been trying to get the to fix a fault for 5 months. No follow up, deal with different person every time, no one calls to check whether its fixed (it isn't) no compensation despite being unable to use most broadband based services and take time off work for 4 engineer visits, won't let me out of the contract either. just woeful

My ratings

Product quality - distinctly mediocre
Customer service - non-existent
Lying and screwing people over - magnificent

Having changed over to bt a out 6 weeks ago so I could get the motogp racing I can't fault the internet. However, as a bt customer you should get bt WiFi which for the last 4 weeks and daily phone calls normally an 1 hour + long and they still can't resolve the issue that whenever me or wife are out and our mobiles pick up a bt WiFi spot it will not connect, it refuses all passwords or knowledge that we even have a bt account. Basically they as much use as a chocolate tea point and I'm very close to cancelling the package.

so far sins being with bt iv not being billed the right amount to what i saided up for cos with in the fist 4 weaks when we singed up to 8.99 deal we got chareged 33 pound then even sins then its being eny where from 61pound to 140 wich for only being with them sins may is a bit over the top not to menshon the carp customer care you get when you call them to try and find out why the bill is so much so pleas read the reviews first be for going with em becose there nothing but a rip of for what you get and dont stick with the contract you ask for and sing up with

Lost phone and broadband infinity for 3 weeks only for BT to finally check the local network box and find our line had been disconnected.

Absolute rubbish.

We had 3 weeks of agony, inconvenience and loss of income as could not use the internet for work at home. No friends or family could contact us.

Go elsewhere.

All calls are handled by India!! one one occasion the customer service lady put the phone down on me.

Leaving BT.

BT needs to be either investigated by PANORAMA or DISPATCHES on a monthly basis, I have forwarded all our complaint to watchdog (BBC)... promised a package and start date, which once we moved turned out to be a joke, spent an hour on the phone with a woman who found English hard who promised to ring back and who of course did not, further calls and the date got even later leaving school children who need the internet due to illness at home with no internet and our business at risk DUE NOT USE BT

If you are in the midst of deciding on your provider, DO NOT USE BT. BT for start is so unreliable, one minute the internet could be working and a reasonable speed then within the hour, it is taking ten minutes to load a youtube video; honestly 3G in my house is sometimes faster!! To try and find positives in BT's customer service is like trying to sugarcoat a turd. WHAT CUSTOMER SERVICE?! BT will put you through to some random in India and keep you on hold for UP TO AN HOUR. If, by this time, you are not already annoyed, they will continue to aggravate you by "not being able to send out an engineer for a week" even though you were promised one two days ago, because "your call wasn't logged". Honestly BT is probably the most god awful server, they make their money through the calling charges you rack up when they place you on hold. So to conclude, DO NOT USE BT.

Our bt wifi has never been very good, however recently it has got worse. I often need to reset the router to get my devices to connect. And when the do it is sometimes slow. I recently sent them an email but got no response, and so I have had to write a bad review. I am sorry it had to come to this, but you left me no choice.
Thanks for your time,
Callum

The most appalling service i have ever experienced from any company. they should be made to pay back money which they rob from there customers.
i have had unusable BB and barely usable phone line on and for for 8 months. 20 or more calls to customer service and no further forward than day 1. they are criminals. will cancel as soon as contract ends and never ever use them again. DO NOT USE BT AT ANY COST

I have been with BT for over 10 years and have upgraded to their "Fibre Optic" Broadband which isn't really fibre optic. We had a problem with our broadband diconnecting constantly which led us to the fibre optic "upgrade" to 40mb speed which is better than our previous 25mb. But back to this, we had several drops in our connection including our Landline being unusable due to poor installation for starters. The customer services "HELPline" Help being the word we would believe to be legitimate rescue. Were far from a helpful service being on hold before they answer for going on 16 minutes finally get an answer from a gentleman with a questionable name being "Lorraine" for some strange reason. Lorraine then went onto explain that it was clearly my fault although the final conclusion was an installation flaw where the tech that came out failed to finalise our connection on BT's end. But Lorraine the gender confused man was insistent that it was all my fault cheers BT. I now work for virgin media and as soon as my contract is up will be switching over or maybe will just pay for the hub to get out sooner had enough...

Had to comment about the awful customer service and incompetence of BT, both Phone and Fibre.
First off I must say the product BT Fibre is not an issue, works fine only a few drop outs. But the Customer Service, wow how bad was that. At first we had to deal with India who couldn't understand me or half the billing issues, then when customer service came back to the UK, rather than get better it appears to have got worst. I am in the dying throws of changing from BT after year to PlusNet (who by the way have been great - take note BT). I tried to get BT to simply allow me to change to PlusNet, i.e. get a MAC code etc, oh no was told had to cease my service even after said I would need MAC code etc for PlusNet as would be going with them. No couldn't do that, later in week called again after talking to PlusNet who correctly advised that was wrong etc, was told this time whoever had done order before was wrong and that would sort it and gave me my MAC code (I trusted them -bad move), again when spoke to PlusNet they advised still unable to put order through even with MAC code. Another call to BT different person, then later call back from their person as she was telling me my date for ceasing etc had turned from sometime in sept to 29 august, again told by new manager that they had sorted the cease and set everything correct for PlusNet to do. So next PlusNet tried and got half way - i.e. it let the order start but was not fully confirmed. So checked again why PlusNet having issues today, they couldn't see from their end, so spoke to BT, first guy said and confirmed that Cease was back on after it was supposed to have been stopped and that wouldn't have internet and phone after 29th Aug. Another call to PlusNet and this time, who said explained why no confirmation on their order, so they cancelled and said sorry but you would have to talk to BT to get rid of cease and make into migration, which should be not an issue. Another call to yet another BT person this time somebody who deals with cancellation, who apologised but said in fact that after tonight I would have no Internet and Phone, not after 29th and that because was so close could not stop cease and could not do migration. sorry but that was all he or anyone could do, took a note of the fact that I have paid for my full month of August by Direct Debit and said to reference this when get final bill to get back any money already paid from 27th till end of August.

So through all this I get nothing from BT in terms tracking of my call (unlike PlusNet, where at least you get an email of your query and question), I get told one story after another - I am half expecting that internet is about to die any moment as I a writing this, no real apologises, no really managers who want to know at this late stage of your annoyance - nobody today would let me talk to manager even after they had talked to their manager about issue.

So stay well away from BT - they haven't a clue what is going on, they tell multiple stories and just don't care about their customers.
BTW - never mentioned all the issues about my billing from the start because it would just take ages. I think at this rate the amount of time I have spent trying to sort things out with BT, they should employ me and pay me at least it would then be worthwhile.