BT Home Broadband Reviews

20 years ago I said I’d never go back to BT - but after moving house we had fewer options for a tv and broadband package so decided to give them another go. They must have got better after all this time right? Wrong.

After finally being able to choose a fibre connection to increase speeds I upgraded around midday and by 1pm they had cancelled and disconnected my current broadband a month before the fibre was due to be installed! And all because I was told I had to have a new account to enable a fibre install to go ahead?! Only silver lining was someone I spoke to in Belfast who said the whole thing was a shambles, gave me free mobile data until a 4g hub was delivered as an interim measure.

I do not recommend BT services. I have had a contract with BT for a long time. On the site, a month before I moved out, I made a transfer to a new apartment. I received information about BT service with my package, it will be connected on March 4. Everything was ok until I moved in, from the first day the WIFI quality was poor when I contacted BT that the speed would be increased in a few days. When nothing improved, they sent a mechanic from Openreach. Then Openreach person told me that i do not have Fiber in my new flat!!!
I called BT again and wanted to find out why I do not have Fiber and why nobody informed me that I will not have the same plan in the new apartment as in the old one? I will add that I moved from flat number 7 to number 6, same building, same level.
The lady said that she would send a mechanic to a main box on the street and he would connect me to Fiber, unfortunately, it did not happen. Yesterday I called BT, and another employee tells me there is no fiber on that address.
The whole situation lasts exactly a month !!
I asked for my contract with BT to be terminated because they cannot provide me with the same package as I had in my previous apartment. Then the Lady told me that I would incur a fine for breaking the contract !!
Really BT, that how you treat your customers?

Customer absolutely pants. Because of our present situation with all bills going up’. I contacted them to cancel because of the increase. Told them I couldn’t afford to pay. They just don’t care

dont get BT is the workse compnay in UK,
my interner is not working like the promes, and to live they want to charge me £300
and not they ask me for more money on my bill, totl SCAMERS STAY AWAY FROM BT

STAY AWAY FROM THIS BROADBAND provider please, for your own good. They have a dubious contract which I will be seeking help to get out off. The company is a joke and they’re are crooks.

The worst broadband service ever. You will get hooked to a contract and they will not let you leave. We should have been in court if I had the resources. Do not use BT broadband, you will regret it

Been waiting since the 14th of march for my internet to go on. Been passed from pillar to post more times than I can say. And still no internet. Why is bt still having issues when the rest of the country is functioning fine!! Ridiculous waste of time you would be better off with plus net and that's saying alot!

Broadband stopped working on Thursday, told wouldn’t be fixed until Tuesday. In mean time decided to change to a better provider, they arrive on Tuesday and refuse to fix problem on the line because we are leaving them. Offered £20 compensation which when have been unable to work for 4+ days is an insult. Refusal to help and length of time without Internet is unacceptable. Also was told they would call back and they never did

Awful! please if your looking for a new network stay as far away from by as possible the speeds are horrendous and reliability is just as bad, as for customer service we’ve tried getting in-touch about the speed multiple times and all they did was send us a new wifi hub, exact same model as before and just as slow. i would not recommend

If you are a business PLEASE PLEASE PLEASE stay away from BT, because of their mistake I got the contract cancelled and they want me to pay almost a £1000! This is just an easy way for them to rip people off, and this happened to other business I know too!
Of course they can’t get access to any recorded call that would show I am in the right position!
PLEASE PLEASE PLEASE DO NOT USE BT AT ANY COST

This company is an absolute joke. They charge way higher prices for the absolute the same broadband other companies will offer in your area. You purely pay for the name here and nothing else. Customer care is none existing. I asked if I can downgrade my contract as I don't have the need for for fibre any more (and not that the fiber optic works 100 % either because IT DOESNT, and NEVER HAS SINCE DAY 1!!!) Stay away.

Terrible customer service and overall experience. Difficult to speak to an actual person, then they do something totally different to what was discussed in the call. No apology for countless screw ups on their side. Clueless with no idea.

We living in first world country with 5th world country internet speed and BT says for our upload speed 0.4 this is what we offer and what you can get for 40.00 a month avoid more than a virus

Broadband speed and reliability are as advertised, without delays or disruptions in service.
However, if you want to cancel your contract beware that if your cancellation date falls even one day into the new billing cycle, you will be charged the full months amount. God forbid you cancel the DD because you will get a CHEQUE!!! Never had the same problem with Hyperoptic or Virgin, unfortunately these two did not provide their service to my area at the time as I would have gone with them instead. To sum it up, there are better otpions out there, pick anything but BT.

BT is one of the big providers, so service and speed are okay. Customer service has been okay too - when the engineer finally did come out, they actually managed to fix our problem.

However, prices rise a lot each and every year (and they’re most definitely not currently even trying to support their customers during a cost of living crisis, because they just emailed to say that from April 2022, they’re increasing their prices well above and beyond the Consumer Price Index rise, to perfectly co-incide with the new tax (levy), rise in the gas price cap , and many other cost of living issues). BT only cares about profit and not its customers. Sadly, there aren’t that many providers to chose from. I wish they cared more and didn’t increase their prices by so much at this difficult time for so many.

Appalling experience, we've had continual issues with BT for the three years we've been with them, we'll log an issue and they keep closing the ticket without resolving the issue. I work from home full time and have been hotspotting my mobile data for the last week. They've done so little to try and resolve this

So this review is about how long I have to wait for an appointment to fix a fault 3 weeks what a joke. I hope the speed is ok or they will be getting binned and back to virgin media

Beyond abysmal. No service for 4.5 (no broadband, landline or mobile) and what's more no compensation (because it wasn't reported within 2 days of fault occurring. They won't accept that I wasn't able to report fault until the service resumed 4.5 days later. They are rude, intransigent, overpriced and way too smug - they simply don't care about normal residential users.

Had poor reception for years but did nothing , decided to change broadband supplier, then they decide to offer discounted offers new router , had the same outdated router for years ,why is this don’t know why I put up with this for years poor service, the guy at bthad no answers
All but agree with me .

Like another reviewer I left BT about 5 years ago as I found their call centre support abysmal.
This time I was looking for a supplier who could deliver Fibre to the Home ( this had recently become available but my current supplier did not offer this).
After shopping around I decided on BT) as they offered my a very attractive deal for 500Mbps with voip (we needed to retain our landline number). I placed my order on a Friday and they replied with a detailed schedule of all work (external works, delivery of router and included VOIP handset, and internal works/commissioning.
All went to schedule and the service went live 2 1/2 weeks later. The speed of the service is exactly as quoted ie 500 down / 73 up. Even the VOIP service was live before the Openreach engineer had packed his tools away.
The field staff and the call centre people could not be faulted.
The My BT app is very good also.
It seems to me that BT have transformed their business processes.