BT Home Broadband Reviews

Absolutely awful! Paid for full fibre 900
Yes 900 to the hub, then a fluctuating poor WiFi, literally often less than 20mb.
After 2 hubs and endless calls from bt I bring home my hub from work, a different make (draytec) Absolutely fine, stable, reliable 700 give or take WiFi.. so in short if you want full fibre then expect to pay out for a hub/router that performs
Really really shocking how bad bt hub is

Broadband is reliably slow!! Virgin is x30 faster than by in my area ???

Absolutely disgusting concept of customer service. Was mis-sold a product that was supposed to provide us with internet until an engineer could come out, that then apparently couldn't be provided until after the service had been connected. What a complete waste of time. The people I had the misfortune of dealing with were unpleasant, argumentative and generally unhelpful, wasting an hour and a half of my afternoon for basically no resolution because everyone is busy blaming each other. Communication is poor and aggressive, and the overall experience makes me severely regret choosing to go with BT at all

Really don’t know what to say! Had high expectations of bt but they were quickly shattered!
The speeds are decent…. normally…. Up to 130mbs when plugged in to ethernet however the ping/ latency is shocking! It bounces between 4-500+
This makes online gaming extremely frustrating and basically unplayable at some times with being kicked out of games randomly, major lag and certain apps just simply not working. This is console and mobile games. My phone signal is non existent so I’m connected to wifi. When on a call the call often drops. Ironically this has happened multiple times when on the phone to bt. I’ve had them send me multiple external devices which have done nothing. Had engineers come over with the wrong information to begin with then when explaining the problem their response was that they are not trained in latency so they can’t help and proceeded to call the bt call centre and go through options that i’ve already been through multiple times.
Incredibly poor and frustrating service! Can’t wait to leave and never come back!
Shame on you bt! After reading all these other reviews I honestly can’t believe how bad your service actually is across the country!

The worst company eveeeeeer. Problems for 2 months for instalation, later charging me more than they should and extending my ending contract date without any reason. Then calling to finish it and they didn't tell me nothing I needed to send back my router, after month a half receiving email saying if I don't send it back I will get charged after I moved already to another city. Very bad costumer service and Internet working very slow. Never again

Totally rubbish

I am very unhappy with bt . They donot understand a single word . I just moved othe place from house to flat and i just call them change bt stuff there . I just leaving in flat and downstairs is a fish shop and what these stupid people done they shift my broadband to the fish shop . And the fish shop business account they stop. They are worse than 5 year old kid . Really very unhappy ☹️ its worst day in my life when i choose this broadband never ever come to this broadband again and also tell about stupidness to others as well. Never tell anyone to have this broadband . Very stupid stafff of bt . The fish got very big losss

Completely unacceptable! I have waited three weeks for my broadband to be installed on 29th of September. No one turned up and I called BT 10min past the scheduled time saying that no one turned up. Now I have to wait another two weeks for the next available appointment, because the technician said that he came to the address, was told that the resident was not aware of any installation and left! I called 10 min after his appointment! Obviously, he just got lost and went to the wrong address and couldn’t be bothered to find the right one! Now I’m suffering for his incompetence! BT just doesn’t care about their customers.... absolutely disgraceful...

WARNING
IF YOU ARE SEEKING ANY LEVEL OF SERVICE DO NOT ENGAGE WITH BT
Today is 29.9.21 I received a message from BT stating that my installation date has been delayed by 7 days to 13.10.21.
This shouldn't be the biggest deal in the world and wouldn't if it weren't for the fact that I placed the order on 17.4.21.
I get the feeling that they're actually aiming to drag it out for a full six months to wear it as a badge of honour.
I have spent over 15 hours on hold. I have been billed monthly for a service I don't receive and have had complaints closed down without any rhyme nor reason. The communication network is set up so you can't have a single point of contact so when they promise this, that promise is made in the full knowledge that they cannot be acting in good faith

This is the most abysmal customer service I have ever experienced. After signing up for broadband our WiFi abruptly cut out after 2 weeks. We contacted BT customer service and tried to get an explanation. They told us that the account had been declared void by a computer error.
Instead of helping us they shunted us between different customer service departments and offered no solutions. We were told 3 times that a manager would contact us within 3 hours, but 3 times we were ignored.
BT then told us that we had to re-create our account and re-install wifi. They refused to move up appointments , meaning that we had to wait 2 weeks for an engineer to come out. I am a key worker, who works primarily with children with barriers to learning who have been adversely affected by covid 19, and my partner is studying for her PHD. Both of our day to day lives have been significantly disrupted.
BT’s solution for this was to tell us to contact ANOTHER WiFi provider to get a Dongle, which they assured us they would re-reimburse us for. So far we have heard nothing. In summation, we are £120 out of pocket with no WiFi to date.

Possibly, nope definitely the worst company to be with. When i have managed to get through to customer service, i have been spoken to like a piece of rubbish. The internet is rubbish and when some one calls the house phone the internet goes off. If Virgin were in the street i would be happy to pay the extra and go with them. I would not recommend BT to any one, a total waste of time.

Never got equipment. Order was frozen . Ended up staying with virgin .was not told order was frozen

Don't be fooled by the speed guarantees from BT. I have 900mbps full fibre to home. The max I get is around 230mbps but this varies to as low as 10mpbs frequently.

This has been raised multiple times with BT who have said they only guarantee the speed to the house. What their hubs pump out is NOT guaranteed. So far:
- I've spent hours on the phone to support (even longer on hold)
- I'm on my 5th hub, all the same issue
- Have been sent 3 discs. Same issue.
- Engineer came out and confirmed their was an issue. He couldn't fix it and said I need an SITF?? engineer to check wifi issues.
- I've had 2 Openreach engineers, who also confirmed there was a problem but couldn't fix it. They suggested I get a new hub with the latest firmware.
- Had to call up and order new hub, delivered but same problem.
- Booked MOT check and the original engineer came out who said the same thing as before. Couldn't fix it and I need SITF engineer.

ps I live in a detached new build house. The walls are paper thin and there is nothing around that would cause any significant wifi interference.

I'm not getting speeds anywhere near what was offered upon purchase and I feel the package was miss sold.

Completely hopeless at everything. I gave up with them, having spent 4 hours on the phone in 2 days trying to spend money with them!

This is the first bad review I've actively given besides the odd verbal comment in 32 years, the customer service and situation I have been left in as a BT customer is disgusting.

Two nights ago around 10pm I received 3 emails all at once stating my WiFi would be shut off and account closed, a few minutes later the WiFi was off.

I called the next day to find out what had happened as I'd never missed a payment and had a package deal through EE, I was informed I'd not payed a £11.13 charge for installation 4 month prior which was confusing, I'd never had an installation as the landline had been in and working for years. How've after looking back I did find the email with the charge so after paying £92 with extra charges I was told I could have the WiFi back on.... Only to then be told my account has been closed anyway, I was then asked to return my hub and that if I wanted to continue with my service I might be given a more expensive plan, I was then told if I wanted to cancel I would have to pay cancellation charges for the remainder of my contract which was 18 months. After trying to explain I didn't want to cancel my contract you cancelled on me and that I wanted it to keep working as before I was then told to call back tomorrow afternoon sometime around 3pm and speak to the sales team.

The conversation the next day turned out to be a positive one with the customer service person saying i can start a new contract exactly the same as the old one and have you up and running straight away, wait 10 minutes for a confirmation email then that's everything...

The email informed me that I was being charged another £40 connection charge, £9.95 delivery for a new hub which would arrive in 11 days, as someone who works from home my business cannot function without using the internet and while still being charged for an account that I've never missed a payment on and still having the original hub plugged in flashing purple I'm left feeling utterly defeated and unable to earn a living.

Again this is the first negative review I have ever left but it took a mighty difficult situation to do so, apologies if I've waffled on but this company is horrendous.

For anyone reading this you'd be better off signing up with THREE

Not reliable, they had to give me a refund in the past as broadband not working. Yet again it failed today and no way to get access. This could last at least 2 days. Terrible customer service. I will go to another provider the moment that I get out of my contract!

Waited in for an engineer and nobody turned up then rebooked the appointment and the same happened again! Still haven’t got internet and they said there’s nothing they can do just book again.

Terrible costumer service. Wasted 1.5h setting up a contract. They misspelled the address and now they are asking me to redo all 1.5h of setting up a new contract. They can not change a simple details THEY got wrong. Ridiculous.

Waste of time you don’t get any where near the speeds you pay for. The customer service is awful put simply don’t bother

Absolutely irresponsible service. The engineers didn’t turn up on the date I have been given. When I called BT customer service they don’t have any clue/ they did not contact the open reach. The date I was given was 3 weeks after order — very delayed set up dates.Even after waiting 3 weeks nothing has been done by them. Then they have me another 3 weeks time. Which means 6 weeks for installation. No communication from them. I had to call millions of time to understand what’s happening. And when you call each person come up with differing information. Basically I fed up with the long wait and moved to virgin. They gave me 1 week time to set up. Let’s see what virgin can do!