BT Home Broadband Reviews

This has been the worst customer service I've ever received not only from a broadband provider but also from any service in any industry!!
Shocking lack of communication and always lying to their customers. Took them 33 days to fix a broadband fault!

Shamobolic customer services, different excuses and story everytime I phone.

Given up trying to work things out, logged issue with Ombudsman.

Been with BT for far too many years and we have to keep calling about the same issues :( they can't even get our name and address correct. Diabolical Customer Services and never a person whose first language is british. Want stress free... don't go to BT

Un reliable broadband service which can only be guaranteed if you pay the extra cost of having a 4g router as a back up when the broadband fails. Usually 3 or 4 calls to 151 to get an engineer to your home who leaves saying there is no fault at the premises and has to investigate at exchange. Not happy with a service that costs a considerable amount more than competitors. I thought by using BT I would get a premium service as they owned the copper and fibre cabling as well as local exchange premises and hardware. Not recommended by me, as an experienced BT customer.

Bt just don't want to listen to their customers. They make promises which they cannot, and do not, fulfill. Getting to talk to a manager is harder than getting blood from a stone. If they actually did what they say they are going to do that would be a change for the better.

Unfortunately I'm unable to judge the speed or reliability of the broadband as I've been waiting since February for it to be installed and it's still not done.

Whilst I appreciate that there were obviously issues during lockdown, I had 3 appointments cancelled pr lockdown and have now had a further 3 since things have reopened. If I have the misfortune of having to contact BT, I'm usually kept waiting for about an hour until someone finally answers. 9 out of 10 times the person that I'm speaking with is unable to solve my problem so tells me that someone will phone me back. Nobody ever phones back. Last week I finally grew tired of it all and told the person that I was speaking with to cancel the order, to which they replied that there was nothing to cancel as there was no order in place! You really couldn't make it up.

To anybody who reads this and the other countless negative reviews for BT yet is still considering going with them, please consider using another provider and hopefully save yourself countless hours/days/months of frustration.

Quite possibly the most incompetent and shambolic customer service I have ever experienced! 6 phone calls and 12 hours of being on hold and passed about and we have now moved into our new home a month and still no broadband. They are completely useless! Would go elsewhere except we are still on contract. Biggest mistake ever, wish I had stayed with sky and that is saying something.

Poor signal strength, only good when in the same room as the hub. Even then the signal strength fluctuates. Rude and abrupt customer service staff calling to ask why I'm switching to another supplier. Won't be returning.

I may as well put my monthly bill money and burn it. BT are worthless is almost everything they do and offer. From day one it has been slow and broken without any response. Small print prevents me from taking action and with a completely unusable service I am stuck paying for something that’s terrible. You should be ashamed BT but I’m sure you already know this!

Hopeless! I would be embarrassed to be part of an organisation that promises so much yet delivers so little. Unreliable Broadband signal and speed; promised 4 years ago we would definitely get Fibre - and still waiting; engineer comes and everything works for about 48 hours then starts to collapse again; there's always something that's not working as it should. With all the technology available, and given how much we all rely on it, Broadband / phone line should be as reliable as water and electricity .... but it never will be as long as BT have the monopoly. Can't wait for contract to end so we can move somewhere else (even then their antique copper wire will no doubt still trap us).

Worthless. 1hr wait first time, 1.5hrs seconds time. Promised £50 credit. Never appeared bloody worthless. Got about 5 channels only, not even main channels.

Really poor customer service. Considering that they are a communications company you would expect a certain level of competence, but they don't seem to be able to communicate with themselves, let alone with their customers. To save you a world of headaches, please steer well clear of this company!

I have been with BT fibre for about 3 years now and to be fair, I don't get many issues.

But damn, when you do have an issue are they shockingly terrible at fixing it! I'll explain the problem I have;

2 weeks ago I woke up to not having an internet or phone connection. After a few phone calls (on my mobile) to BT they sent me an engineer the next day.
The next day arrives and the enginner turns up on time, all well so far. 3 hours later he figures out that my fibre cable had been disconnected from my port in the underground rack, broken in the process and put back into a different port. Basically a contractor stole my connection for someone else.
He then fixed my cable and plugged it in to a new port telling me that BT would need to disconnect my connection on one server and reconnect me on another as I'm now using a different port, which "should take 24 hours".

2 weeks and many...many phone calls later, they should have me disconnected from my old connection by friday the 10th.

So now I am looking at 3 weeks of no phone and internet for them to disconnect a connection and connect a new one. That is actually abysmal customer support and service on their part, for a problem that shouldn't have happened in the first place.

Absolute garbage.

Stay away!
Horrible experience with BT you get missinformed from day one and then they change your contract and ask you to pay more without telling you.
Also they refuse to let you open a complaint and most of the people you speak to over the phone are racist and rude!

I've been with BT for 2 years and everything was Ok until I moved homes. Since then it's a constant and very frustrating 2-month struggle to get connected.
During these 2 months I've been connected through a mini-hub as a temporary solution and trying to get connected properly as the mini-hub connection is really poor.
During these 2 months I've been in contact with BT a countless amount of times, spoken to many of their staff members, spent every time an hour on hold while they were forwarding me to different departments and trying to figure out what's going on with my account.
The inconsistency of their work is really shocking. Each one of them says different things and names different problems but the job is still not done. During these 2 months I got a number of contradictory messages from a number of BT staff members: your broadband will be activated tomorrow just connect your router at midnight, your broadband is in place but the landline is not, we need to send our engineer, our engineers don't go to the households due to the lockdown, your engineer will arrive on Wednesday, our engineers don't go to the households, your engineer will arrive on Friday, your appointment is cancelled, your appointment is rescheduled, our engineers don't go to the household, your appointment is cancelled again, your engineer has arrived and sorted everything out, connect your router, the engineer hasn't been there nothing is sorted we will schedule another appointment, your appointment is cancelled, get in touch to schedule another one, your package is fine, you are not at any package, no, your package is fine...
Halfway through they forgot to add some allowance to my mini-hub and I had to spend one day with no Internet whatsoever. And it was my working day so my work was paralyzed for the whole day.
After 2 months an engineer from Openreach arrived sorted out the broadband and the landline and the Internet was working for the whole day.
Next day the connection disappeared and another BT team member said that somehow my broadband hasn't been added to the package so I need to wait another 5 (!) days before it gets activated. I have no idea how after 2 months since my move the broadband hasn't been added to my package.
So far my experience with BT was incredibly frustrating and I wouldn't recommend it to anyone.

The internet seems to work when it wants to work. Recently i was having too many sessions where internet just stops working, especially annoying when i wanna play games with boys and the internet just disappears.
Disappointing because there is literally nothing to do during the lockdown.

I thought I was the only one until I read the reviews for BT. I am paying £39 PM for their Complete Wifi package. It is the most incomplete service I have ever experienced and they do not care about the customer.
I have had broadband issues every day since 20th May with speeds between 0.9mb and 40mb. Most times it is less than 10mb which kills my Sky Q mini boxes. A total of 5 engineers have been booked but only 1 actually turned up, the rest...who knows because BT certainly didn't know what happened.
I am thinking to cancel my payment and see them in court.
If you decide to go with BT, then you only have yourself to blame, I certainly regret it.

Switched from Now TV broadband to BT and supposed to have over 50mb. Can't even use the printer and constantly lags and is buffering. Signal strength says excellent but it isn't and all troubleshooting brings us back to the internet. Never had problems with SKY or now TV. We got BT because it's cheap and it's shockingly bad always have problems. Do not sign up with BT

Our broadband is hopeless. We have been arguing the issues for years with BT - it seems that they find a fix which is acceptable (barely), so we go away, and then a few months later, it all goes wrong again and back to square one. The ratings given would be 4 zeros if that was an option.