BT Home Broadband Reviews

Waited over a month for a refunded bill. Refunded me £5! Had to to ring multiple times this week to chase and get my full refund of £40 to be told today I would be receiving it by check in the next 10 days. Quick enough to take it tho! I cancelled within the first week coz your engineer couldn't be bothered to fit the router in my living room and left wires all over the floor when I have a 1 year old and a puppy. Nothing but hard work. Wouldn't advise anybody to use BT

Absolutely vile to go for. Awaited for 3 weeks now. Got our first appointment last week and the engineer could be bothered coming out, got told we had been booked in yesterday 1/09/2021 and they changed it to today 2/9/2021. To then find out the engineer has not been bothered to come out again. Had a text to say they will review and book me in for a couple weeks time. We live in an area of no service and need internet and when they make 4 failed promises on us and don’t stick to their agreements it makes me think is the owner actually disabled? Does he has something wrong with him? They’re lying scumbags who just want your money and won’t provide a service. I’ve got better chance of having a gangbang with the hottest pornstars than them following through with their promises. Ugly little turds.

Overall I have been very satisfied with the broadband both it's speed and reliability. But I can't give a rating for the customer service as it is almost non existent. Up to this year I have never had any issue but since June this year after making a complaint BT have given nothing in the way of customer service. They keep using the excuse of the pandemic but that is all it is, an excuse for not keeping in contact with loyal customers. Very poor.

Worst customer service I have ever had on the phone for 40 mins and hang up then act like its your fault for not phoning! Absolutely awful company overcharge for rubbish service and make you pay when there is no WiFi

You have to wait for them one month to come and install but when you are waiting for them they put your appointment 15 days later without telling you, after two month since I ordered I had to order another broadband.worst customer service,

A few years ago, my BT Internet was really bad. It was never good but it became so awful I was getting less than 1MB. This is over about 5 months. Sometimes no internet at all. I complained numerous times to BT. I was lied to. I was ignored, and when I told them they had to sort my Internet out, or I'd leave, they arranged for a BT engineer to call at my house. I waited in all day. He never came. I had to stay off work for that visit and when I rang BT to complain, they told me an appointment hadn't even been booked. I was furious. I'd had enough of their lies and very poor 'service'. I left BT and subscribed to my internet elsewhere. Before doing that I asked if I owed BT any money and they said no. In fact they owed me 3p. I left it at that. A year down the line I got a letter from a debt collector saying that they were representing BT and the 'DEBT' I had incurred with them. Apparently just after leaving, BT had slapped a £420 fine for leaving 'out of contract'. Yet for me they BROKE the contract by not supplying a service. I was outraged. I finally had to pay the 'debt' because it went to the County Court. I had never had any outstanding debts in my life. But that filthy dirty company BT made me into someone who has a debt collector on his back, and now I have a black mark on my credit report. Disgusting, appalling. And I had to pay £420 plus COURT costs. AVOID!

Shambles from tech support to chat support. False promises on new hub delivery times and costing me more money... almost as if it was a strategy to make more out of existing companies. I've lost trust

Worst wifi ever, dosent even work properly cuts out every few minutes if i could rate it no stars i would.just because every other company buys there supplies from here dosent mean its a good company. sort your wifi out we switched from sky because its cheaper to use BT, but definatley wasnt worth swapping, the wifi and signal has never been so bad ever. had to buy 8 boosters that dont do anything either, waste of your money

Dealing with BT was a frustrating and futile experience from start to finish. Two months after signing up for an ultrafast fibre to the premises (FTTP) service, I had to cancel my contract as BT had utterly failed to install the service. They blamed Openreach whom they said were going to replace a telegraph pole as the existing telegraph pole was alleged to be unsafe for the engineer to climb.
At first I was given “ a 100% guarantee” this would be done within two weeks of the original installation date, then given a series of other dates by which this work was to be done, but nothing ever happened by any of these dates.
I asked to speak to a BT manager, this was refused, i made a complaint, nothing was done. I asked to speak directly to Openreach, this too was refused. BT never got in touch with me to explain what was going on at any point, I had to phone them repeatedly. Every piece of information BT gave me was incorrect. It became clear that Openreach had no intention at all of replacing the telegraph pole. Even now, BT continue to advertise that FTTP is available in this area despite knowing it isn’t as it can’t be installed due to openreach engineers refusing to climb the old telegraph pole and Openreach having no intention of doing anything about this
I had to keep extending an expensive older broadband throughout this period with no apology or compensation offered by BT.
A miserable experience a from a dreadful company.

I am raising this complaint in regards. two days waiting for a delivery from BT, 1st day i receive a email that phone be delivered between 8am and 9am i live in 3 story flat facing the front, no sign of a dpd van, then i received a email telling me i missed him, i dont know were the driver is but he sent me a photo of a bungalow i am in a 3 story flat, today same again delivery between 11.30 to 12.30 today not showed again, i rang dpd liverpool who advised me he is in the wrong place and advise it will be delivered, not shown up, yet again. i cancel a hospital appointment because dpd liverpool told me it will be delivered today 7.30pm no show again, i have been onto BT and cancelled the item plus all products i have with BT as this has happen before and had to pick the items up from depot, i am not doing it this time, the name of the drive is marcus and because of this i lost 2 days sitting around for item that never showed up,Know spoken to BT and terminated all product, if they cannot get a proper delivery service i have nothing to do with them, i have a lot of items deliver through hermes without any problems, the driver did not attempt to ring if he was not sure were it was, know it costed me time and costed BT now everything i have with BT is going back, you company does not provide a service it provides a headache for its customers. i will be posting on social media as to whats happened and seeking advise regarding wasting my time and and a numberof telephone calls to liverpool office, i await you answer as BT will have question to ask yourselves. when is bt going to realise there losing money and wasting ppl's time

It's the worst thing I've never experienced. For the past few months I had a nightmare with this ****** company. I nearly got fired because of you're internet conection. They promised me that I would have minimum of 5MB/s and I have 0.8MB/s, I've opened 5 complains about this and no one cares as they said: there's nothing we can do about it. They've charged me for a things that I no longer have. They're the worst. If you need a broadband, do not choose BT.

Its hard to rate a company that offers such a blend of incompetence and dishonesty. If they tell you a thing will be delivered on a date it wont be, when they assure you they are sorry they are not. They are so useless its to the point when you think it would be less effort to be do the job right

The worst customer service I have ever experienced. I made two complaints and both completely ignored. Having set up a new BT broadband service 2 weeks prior to my move in date there was some difficulty receiving the equipment. After waiting for the service start date it didnt work. I phoned help service and after 2 hours talk to different staff was told the service had been cancelled because the previous BT customer at that address refused to let me take over the line. BT did not inform me, and then I got a threatening letter telling me to return the equipment or I would be charged. I logged complaint and was told someine would call me. Nobody called. Another 2 hour phonecall from me and a second complaint resulted in new service being ordered, and told I needed a whole new set of equipment, and send the first lot back and wait 11 days for connection. I was told there would be a £20 goodwill credit and be offered compensation for dreadful service, but no evidence of this. Service now working, no contact re complaints,deamands to send initial equipment back even though no prepaid envelope received, and demands for payment even though I set up a direct debit initially. Complaint now going to ombudsman and once contract us up I will never use BT again, be warned they are the worst customer service ever.

The one star are courtesy of the review site not me.. Appalling service fault still not fixed over a week after reporting it.. Response "we wilo send out an engineer to fix it ince and for all??? What did the last engineer do play games??? Talk talk are bad but at least you pay less for poor or non service.. BT don't care

3 weeks and counting without broadband after switch from Sky to BT.

Spent over 6 hours in total on hold on the phone. Absolutely terrible customer service, feel like im being constantly fobbed off and lied to over the phone.

Going for BT was the worst decision that i made
Very disappointed
The strange thing that I ve been disappointed twice ! One in my business broadband and last one here in my house !!!!!
Very poor support very poor customer service
Their big name now is clearly for me is a big scam !

They cannot even successfully deliver their package to your address!!! I booked Halo 3 on July 9th, but I never received it from that day. Royal Mail said that my address is wrong because BT gave them wrong address. I contacted BT's customer support by phone nearly twenty times, everyone said he can help me, but finally, they didn't correctly change my address. It's supprizing that they continuely make the same mistake so many times. It looks that they realy doesn't care about their client. I've had enough with BT. Never use it again!

I have been with BT business for almost a year and that is a year too long. I had problems with BT for about three months before I was even signed up. When they eventually installed my broadband they did not connect the line at the exchange, so the only broadband I was getting was either through a BT hotspot or the 4G dongle. After hours on the phone and online chat, they discovered their mistake but all the offered for being 8 months without proper broadband was £25 off my bill.
I will be leaving BT as soon as my contrack expires and not a single day later.

Absolutely atrocious service.
Our internet has been offline for about a month. On the best of days we get a download speed of 1MB/s and upload speed of 0.3MB/s. We were promised at least 1.5MB/s. We are paying a ridiculous amount for our broadband. It’s ridiculous how we can be charged the same amount as someone who gets fibre optic with a broadband speed > 30 MB/s, so x30 more than what we get.
Openreach have been attempting to fix our internet for about 3 weeks, but it is still not working. Our poles have not had any service/maintenance since 2001 according to one of their engineers.
They have offered compensation of £8 per day until our internet is back up and running. This might cover the cost of the monthly broadband fee… but what about all other services we pay for that require WiFi, such as Netflix, Amazon prime, Alexa, etc?
I believe that the government were targeting for the whole of the UK to get a minimum broadband speed of 10MB/s to all homes by 2020. Clearly they have failed to keep to this promise. To make things worse, there doesn’t seem to be any urgency or reassurance that they are actually trying to achieve that target anytime soon. They dismiss any possibility of fibre optic to our area.
It’s such a shame that there are no other providers that we can turn to, otherwise we would have years ago.
If you are thinking of using BT as your main provider, I urge you to do some research and check other providers first - I believe Virgin have their own boxes therefore they can offer a different internet line to your home.

Worst company I have ever dealt with.

I had an issue with my broadband that kept dropping up to 7 times a day and then 5Mbps speeds. Me and my partner both work at home and found this impossible.
However BT could only send us engineers. After 10 engineer visits and 12 hours of calls to and from BT the outcome was to leave free of charge however no compensation was applied. My stress levels dealing with this company has been more than ever in my life to the point where I had sleepless nights worrying about the integrity of my job but BT weren’t having none of it.