BT Home Broadband Reviews

Been with BT since July 2020, and they just tried to slap a £50 charge for equipment that I NEVER ordered let alone received! Phoned up, and was told that it was taken off the account just for services to be taken offline few days later. Sickening.

Full fibre cable installed in our bones building as promised on 6 December 2021 but not possible to switch on.
Issue outside our building.
6 weeks without Broadband. Very limited information - 3 brief texts - in spite of repeated attempts to contact.
1 call centre operative very pleasant and professional but unable to help.
We have closed the charity office as we are unable to operate without broadband. The 514 members of our social inclusion charity depend on us for prevention of isolation and depression and help with interaction with each other.

Latest date for review by BT has been given ias 11January at which time we have threatened, if we do not have a working service, to cancel our contract with the worst broadband installer ever?
Let’s see what tomorrow brings.

BT - Blooming Terrible.

Constantly having to reconnect to my sky q box rang bt but after setting change ect still rubbish, cant wait for contract to end over rated and expensive, far better providers out there

BT is a disappointment!


I have made a new order with BT on Black Friday.
The gentleman who spoke to me was extremely polite and helpful and gave a good deal. Nonetheless, I have waited 30 days to have my money back service up and running, and the day before my service is supposed to go live, I Called BT.


I called BT and explained that an engineer has been booked (since the end of November) to complete some work and install the required equipment, for my service to go live tomorrow.
During the call, I was presented with new information that the engineers have been trying to contact the building management society, since the 1st of December, and have not obtained a response.


I explained to the advisor on the phone that I should have been notified of what is going on, so I could have made the required arrangements to sort out this issue.
I also stated that it has been 30 days and that in the last 2 weeks, BT employees have been conduction research/work in my residential area. I mentioned that I was failing to understand why they did not notice that something was NOT right. My point is, I am not the only BT customer in Essex; if they are sending letters and not receiving a response from the building society, is there no other way to contact them?
Could they not have sent an email or called them?
I asked the advisor and he stated that he received a 'note' from the engineer at "1 minute ago" stating that " they tried to contact the building management 3x and if they do not receive a response the order will be cancelled".
I now ask if they can write a letter and send it so swiftly, could they have NOT avoided this issue?!


I am extremely disappointed and shocked that BT has this level of lack of professionalism and sense of responsibility. The advisor enquired if I, the customer, could chase up the building management and seek authorization so they can conduct their work. It is not my responsibility to do their work, and it is quite outrageous that he proposed that to me.
I clearly said that I would not do it as it is their responsibility and duty to get the required authorizations and provide me with solutions and not problems.


I was told that if the issue is not resolved by 10/01/2022, my order will be cancelled and a new order out through.


I now have to wait 10 days for this issue to be resolved when if BT and its engineers had been professional and provided good customer service, we could have come up with better solutions for both parties.


I regret to say that BT has proven to be as bad and as appalling as other internet providers and that customers should be aware of lack of professionalism and customer service skills.

Was receiving poor download speed and BT decided to send out an engineer. I asked whether I should call and cancel the appointment if the problem resolved itself and was told no. Engineer arrived and the problem had resolved itself. BT engineer made a passing comment about a 3rd party extender we use for a games console but as the only device connected to this is a games console and not the two laptops (laptop always uses an Ethernet cable into the modem) it wasn’t an issue. Next month we receive an £85 bill stating that the engineer (not employed by BT but a company named qube) said that the extender was causing the problem. Spoke with BT who will not do anything stating that they can only go of the notes from a 3rd party engineer. Effectively being charged £85 for having a 3rd party booster in the house. Now told the only way to get a refund is to speak with this 3rd party company and have them change the notes? Although we have been given no contact details for them.

Always very helpful today they sorted out a problem regarding a scam call and refunded cost. Well done BT

Talk complete rubbish, tell you everything you want to hear and deliver nothink. Dont waist your time to customer service, you will be on hold for ever to then be cut off. Will be switching definitely.

Ordered broadband for 13th of December.Doesnt work even now on 24th of december. Engineers missed 3 appointsments only 1 out of 4 appointsments where succesfull i lost so much money waiting for them to never even get message saying they wont show up. After I called i kept getting different excuse. Now I got yet another my 5th appointment for 30th and who the hell knows if they will show up bt staff sure as hell doesnt.Ridiculous avoid at all costs

Probably the worst service provider to our home.
Lost count how many times broadband has crashed, requiring a phone call to get restarted.
Have no option than to find a new broadband provider.

the worst service I have ever experienced After switching from sky we are back with sky with in one month Absolute garbidge BAD BAD BAD BAD no stars is the rating they deserve

Pros are being a big company, you can always speak to customser service, they will try to help and will send engineer. Broadband quality is generally OK and reliable. Cons are they are expensive and Also they are hopeless at house moves. something always goes wrong.

Really bad company Internet is very slow at some points I was only getting 3mg ring up tell you what you what you want to hear and then do nothing to sort it this went on for 3 years now with sky loads better 60gb minimum now bt are trying to say I ow them money I don't think so considering they never met there end of the deal

AVOID!!!
If i could rate it O i would.
Had our activation day on the 6th of
December and I am still here with no internet.
Booked in an engineer visit for the 9th.
Nobody showed up. Called in to book another
one, and they forgot to actually book in the
appointment.
We were supposed to have another engineer
visit today on the 15th and the engineer did
not show up again. When i called in they could
not explain the situation.
Worst customer service i have ever seen in my
life. Agents replying in a rude manner raising
their voices at us.
No compensation for missed time of work or
extra mobile data cost.
We've been here with no internet for almost 2
weeks.
To anybody who is thinking of switching to
bt.
AVOID AVOID AVOID

They try hard when you manage to work out how to speak to a real person, but in our area, given that BT has owned the entire network for ever and paid out billons to shareholders, coverage and speed is shockingly third world. Also, if they want to get rid of all their employees as all companies obviously want to, you'd have thought they'd have made sure their 'fault bot' actually works. We reported a fault using the automated service and when no-one turned up we checked with a real person - they had no record of the fault. What a shower.

We are held hostage to the incompetence, unreliability and deplorably poor service from Bloody Terrible (BT)
The norm is for them to wrongly schedule in a repair engineer and then fail to show - over charge by 100% per month and gaslight you when you try to get them to correct their mistakes
Our ‘super-fast’Wifi is super slow and regularly drops out. Yet they charge more and wrongly advertise that they have the best service. They really have the worst service
NEVER get BT - they simply do not care and treat you with contempt and then try to upswell to you when you complain
It’s shocking that the spectacularly Open Reach service provider us the same supplier to 90% of Telecomms firms. That is simply a corrupt and massively inefficient monopoly

Terrible, the speeds and stuff are fine, but the router goes of about 20 times every 2 hours

Don't use bt.

Planned our entire house move around when BT could connect us, only to find on the day out that “significant work” needs doing to the cabinet. Surely they knew this when the accepted our business? As we both work from home, connection is vital. Now we’re unable to work. Thanks BT.

Absolutely unreliable, constantly having issues with this wifi. it’s shocking.

Woeful, abysmal customer service. They wanted me to return the router as they were sending me a new one. kept getting constant texts to return the old router. Had to phone customer services numerous times to get jiffy bag to send it back. BT store in local shopping centre didnt have them. Got proof of postage from post office. The texts still kept on coming, then a final bill for £50 for not returning the kit. Absolute Joke, stay away from them, customer service are awful they don't care one bit about you or your problems. Line speed good and and at speeds as advertised, but would never return on principle. Please give them a huge swerve and go elsewhere.

BT have the worst customer service I have ever come across. No one in their many offices are properly trained or know what they are doing. We have had problems from the very start. Kept being told different things. Engineers either not turning up for appointments or knocking on the door to come inside to check equipment. I will never recommend this company and will always discourage anyone (even my enemies) from using BT.