BT Home Broadband Reviews

BT are a total joke. Terrible company incapable of providing service to our area - repeatedly setting up new accounts and then cancelling them because they couldn’t actually provide a service. Useless. Stay well clear.

Lucky to get 3-4mbps sustained download speed in zone 1 london (SE1) - but don't get that during peak times - paying 35gbp a month - can't believe that BT can sell something as sh1t as that in 2022!

Leaving this company is impossible. Only way is to call them on phone lines that are busy for more than two weeks now. I ordered bag to return router before I managed to cancel my broadband. Can I just block my direct debit towards them? Will they be awful enough to go after me cos I couldn't leave?

Avoid like the plague. Sky and Hyperoptic so much better.
They said I didn't send back my router when I did and then had debt collection agencies hounding me - I have never in my life missed a bill and to then be hounded with no contact from them. Disgusting. Go anywhere else possible

I placed my order on the 15th July for broadband after being assured 'Good News - we are in your area!' 3 months later I am still waiting. BT are unable to assist with any forward movement as they tell me its in the hands of Open Reach. If I lived in the middle of nowhere, I might understand, but I reside in the thriving metropolis of Greater London! Tried calling AGAIN today for an update, but the queue wait is 30 mins to speak to a human - what is going on? Super friendly customer services team, but no escalation and no follow up - what a shambles!

Trying to get an install date is frustrating. Been let down 3 times. No communication, they just don't turn up. Spoken to some very unhelpful people who in the last ones words said 'It is what it is'

Don’t waste your money on this shite service and internet, you will be disappointed and forever resetting the crappy box, also when it is working the internet speed will be cripplingly slow. Then the fuckers have the cheek to charge an absolute premium for this

BT unbreakable is a scam, had multiple technicians come out, even replaced every devive in the house, it would work for a week them go back to constantly dropping out. Even with sending out multiple technicians, they have nothing on their system because our internet was not comstantly down, so they never logged it as a fault.

I will never use BT for broadband again, no matter what offers are out there. Tried to con me into another 2-year contract for moving house, and then after I challenged them it was a mandatory 1 year for moving house. The easiest decision ever is to move to another provider and just pay the exit charge. Then comes the con for returning the Hub. I sent the Hub back on the same day I received the return package. And 1 week later get a notification that they haven't received it and I may be charged £50. And that it can take THREE weeks to process returns, but don't worry you'll be refunded (at BT's leisure) if charged and then the return is processed. It's a joke and unethical to take money off people when you've deliberately slowed down a returns process.

DONT use thriving conning bt I have had no internet it keeps cutting out and how many things have I got on WiFi 2 it has just made me ill what do BT say internet is fine yet I have company saying internet is useless BT don't care they are benheaf contempt were is there morals

The above (terrible) ratings relate to the BT/Openreach combination.
My broadband has been slow & subject to drop outs for a very long time. BT keep sending me texts pointing this out (as if I didn’t know), When I respond, I get the same pantomime every time. They test the line and confirm the issue. An Openreach engineer appears a week or so later, you’re told 8-1, you stay in all morning and he always appears at 5 to 1, meaning you’re in all day. He tests the line and also confirms the fault. He has no access to any info on what’s been done before, though, each new guy starts from scratch. He disappears for a while, I assume he does something. When he leaves, optimistically saying he’s found and fixed the fault - it’s still there. New text arrives, rinse and repeat, for over 3 months. You can’t try to address these Openreach internal comms problems yourself because you can only speak to BT, and their opps just mechanically work to a script. All they can do is call out another engineer. There is no A team for difficult to fix faults. There is no escalation process. Terrible, terrible (dis)organisation.

As I’ve not had any proper broadband from BT since I signed up in June I can only say it’s an appalling company. Had years of fine broadband from Sky but decided to sign up to BT offer - biggest mistake I ever made - I’m in a street with the broadband link a few feet away and after nearly six months still no connection from BT who constantly blame Openreach and have effectively washed their hands of me for months - avoid BT

Terrible internet. Would rather throw money into the toilet than give them anymore. I want to know in what world is their Fibre any good, it’s worse than dial up for Christ sakes - atleast the only time I was disconnecting was due to someone answering the phone now it’s multiple times a day.

To share BT has the worst customer service one could have. We waited for 17 days, without Wifi for an engineer to come and fix the problem. When he came today, without resolving he left, telling that the router needs to be changed, will be sending one in couple of days. The fun part is engineer didn't even come with a router. He should have been prepared with all the tools and equipment to resolve the problem, but he didn't and than they charge hefty amount for customer service. BT is really disappointing.

Finally reached end of contract with BT. An expensive mistake made on returning to uk after living away for a decade. Bt tv is woeful. I managed to cancel this after lockdown. They went all through lockdown with no live sports then increased the price as soon as live sport started. The equipment is terrible and their prices continue to rise, I guess in their minds this will compensate for all the people dropping them.
The customer service is like most. When you can get through to them you talk to someone with no real control but has to take the abuse aimed at the company not them. Getting through is the problem. Be prepared for a 20 to 30 min wait. If you are thinking of signing up with bt, think long and hard and do your research. There are lots of companies out there. They will also try to suppress negative reviews. BT, the service you provide is over priced and substandard. Instead of chasing bad reviews, improve the service you provide and change peoples minds.

the internet does not work, it is slow, always disconnects.
Do not waste your money

We had BT in South East London for 6 years that they were rock-solid. We maintained over 50 Mb/sec, except for one period. When we called then fixed it and we never had another problem. Renewing each time allowed us to keep discounts (although a bit of haggling is required). We were very pleased with the reliability of service.

Got cold called from bt to switch to broadband from ee. Worst mistake ever. Customer service is rubbish. avoid this company like the plague

Their service is very bad. They rescheduled the engineer visit without even telling me on the exact day. It took them 2 weeks to send the sim card. A month to send an engineer. Refused to reschedule when I asked, conveniently rescheduled without telling me. This affected my work as I had to be at home on an important day (worse comes to worst, they cancelled the visit with no heads-up).

Absolutely dreadful. Steer clear. Spend the extra and go to Virgin or Sky. Would give it zero stars if that was possible. Has been down for over 2 days. Not only do I not have an internet connection, I can't watch any streaming channels (i.e sport/sky etc). Furthermore, I can't watch any of the recordings from those channels that are on my box. It would be an adequate service if it was reliable but it's not. I deeply regret signing up for a 2 year contract and will be finding a new provider as soon as I can.