BT Home Broadband Reviews

Broadband went dow. Engineer appointment with a 5 hr window. Traveled 220ml, 5hr round trip and waited. When no show contacted BT was told engineer was on his way. Again no show. Found out that engineer had phoned in sick that morning. It appears then the I was deliberately deceived ie I was lied to. 2 further deadlines set by BT for fixing the problem pass with still no broadband. No update and no contact from BT. Me, I have wasted a further >2hrs on live chat to be told everything will be resolved soon
Unacceptable service delivery, unacceptable customer service. But worse is the deception, being lied to
BT - another customer gone, never to return - I promise!!

Absolutely abysmal service and threats for BT

Have been with BT for may years was out of contract and looked around and found I was paying about twice as much with BT as I could get with other providers. Contacted BT and asked if they could give me a better deal which they said they could they offered a couple of pounds off not the £35 need to be competitive. Asked for a PAC code but due to technical problems they could not give one. This went on for a couple of weeks but eventual got my PAC code and left B. They did however finally offer me a deal which was £1.00 more expensive than the company I transferred to. But there was no way I was going to stay with them after the way I had been treated. Was sent a final bill which I paid and have now spent a further month receiving threatening emails from BT. Saying they would be sending round the bailiffs and destroying my credit rating if I did not pay. This despite me having raised a complaint with them. Absolutely abysmal service will never ever go back to them.

BT= BIG TROUBLE
BT is the worst company I have met so far. I have been with BT since January and since the beginning, I have told to BT to make sure if they can provide the service they were offering because I would need it. They kept saying that absolutely they could provide me and guarantee me a specific speed. Well, since January I complained as they never ever provided me with that speed that they said they would and that I was paying for. I spent so many hours to try to help them in solving the problems and having engineerings in and out, for absolutely nothing! Plus, they kept saying they would call me and they would not. I normally do not write reviews but this I really had.

BT the worst ever in service, price, and communication.

Big Iler BT they using old cables and selling as super fast optic fibre Iler lier

There has been a major issue with our broadband we have been without Broadband since 19th July, tried to update to a BT Plus customer on the 22nd July to upgrade to fibre. 10 days later we still have no broadband and I have been told this morning that our upgrade order has not been accepted yet due being stuck in their system and wont be connected at the earliest on the 1st of August, when we might get our broadband connection back. BT blame their supplier - meanwhile we the customer have to suffer!! it seems incredible that in the modern world that we live why they cant sort this problem out! The BT Mini hub supplied as temporary fix is practically useless. I will definitely be looking elsewhere after this distressing and frustrating experience!!!

Rubbish speed, less than 50% of advertised, very poor customer services, resorted to contacting CEO of BT and even he could not get an engineer to sort out the problems. So sick of being on the end of poor connection, and poor customer services.

I've been a BT Broadband customer for 13years now, the fast its been is 210Kbps or 0.21Mbps. The longest I've had in without breaking down is 6 months, the engineers do their best to fix the line. It's just BT who will not and never will update the line, I have been told I'll never get fibre superfast broadband. Because of where I live, they have never been helpful about my situation...

Absolute crap service. BT promise much which their arms length engineering service then admits cannot be delivered. Anyway who can trust any salesman who promises infinity? Any school kid would tell him it is unachievale!

loved BT from the first broadband I had.
Then the cost sky rocketed and 8 times out of ten the speed was not what I was supposed to get.Sky have given to me the same speed and the cost has almost halved
When BT say they can guarantee super fast broadband surely lower speeds should be as good

look elsewhere, terrible service,

Look no further, the worst "ISP" in the WORLD is here!!!
300 meters from exchange, they could only provide 12mb download (most of the time is 3) and "not guaranteed" upload
But it never went totally down for more than an hour, can't find other good thing to say :)
Customer support...call them if you want training in being a BT engineer
Got a few months left with them, cant wait to get rid of having to pay a bill for that useless broadband connection.

Don't bother paying for anything more than their standard broadband. If you expect superfast fibre, don't hold your breath. My download speeds got slower and slower until I was getting between 2Mbps and 7Mbps and constantly got interrupted. I pay £50 per month for superfast fibre and it is an absolute waste of money. An engineer has already been out, it was not fixed, then a second engineer who didn't arrive and then a third appointment was made. I am moving on to another provider as enough is enough. What a waste of money and time.

Not the cheapest or fastest (Except Virgin)as all others use Openreach and are limited to whatever speed that they can provide.
If there are problems BT respond/correct usually within 24hrs.

I hadn't had broadband before and had heard that since BT controlled all the cabling that their service would be best. How wrong.
To start with things looked good. An engineer turned up on day arranged and installed line. He said there might be teething problems and to get in touch if so.

I did . I needed the link for my work and it is vital I have live connection when I broadcast. The link kept dropping out. I raised query.

An engineer was arranged to come out (this took far more time and trouble than I can relay here).
I realised I would be at a wedding and called help line to rearrange (again more time and faff than I can relay) I was told that was sorted.

Then while away I was texted to say an engineer would call on the OLD date - would I be in or did I want to cancel (my only option in the circumstances was to cancel!) then - as I suspected, no engineer turned up on new day.
I had raised complaint and a complaints person rang me to check out if line was now working. This was exactly as I was communicating via the awful chat line system (see below) with another so callled 'helper' to try and establish if and when an engineer would call. The complaints person said they'd ring back . The help line person asked if I wanted an engineer to call. I explained that one was due to be visiting but emphasised YES PLEASE. The operative terminated the on line call without sorting.

I now have a complaint on top of a complaint on top of a complaint - The service IS AWFUL.

Years ago I used to work in project management for Comms . I can honestly say that service levels have gone down the pan and customer service is not fit for purpose. Out-sourcing to a foreign country in a completely different time zone and in a completely diferent language, different culture, different etiquette, is a HUGE mistake. No axe to grind with the individual helpline people on the other end: Its not their fault. The model is wrong. The system is broken. I am going to see about cancelling and going elsewhere. Except i suspect more grief and heartache awaits en route. This is no way to live a life

I read the reviews. It’ll be different for me I thought. Let’s try BT. What a mistake. Left Sky for BT business on Superfast Fibre.
Day: 1 No phone or broadband connection. Call engineer to fix, sorted later that day.
Day 2-4: No problems, great router.
Day 5: BT inform us we are leaving them in 2 weeks but we can change our mind and stay.
Day 6: BT terminate our service and give our telephone number back to Sky. Business now in turmoil - no receptionist, no online access. Numerous telephone calls to BT. Can’t find our number, join the complaints queue, no action being taken as we aren’t their customer any more. So much for the 2 year contract.
Day 7: Give us our neighbour’s telephone number.
Days 8-14: BT place 4 new orders, none of them right.
Day 15: Today. We have our telephone number back but broadband now cut off.

We have lost £1000s in business over the last 2 weeks, not to mention face/reputation. I am absolutely livid with them.
For God’s sake, for your sake, don’t go with BT, they aren’t fit for purpose.

Worst broad band and customer support.

Have been receiving 2-5 mbps since last whole week and what bt have done so far is sent me rj11 cable as fix.

During there test they confirmed that the speed from bt box to my router is 69 mbps but from my router to pc 1-5 mbps through ethernet which they don't guarantee.

So they expect customer to sit on there router and suck the speed and transfer through telepathy because all there claims are just up to the router. And after that they dont give any guarantees that you will receive the same speed to your devices.

First they tried to exempt themselves by saying sir you might be using wifi which i wasn't then they oh our speed guarantee is up to the router.

On ther adverts of stay fast guarantees speed consistently but all there advergs are scam and full of lies.

On top of that when you ask them that you are 2 mb they ask for 7 months old email evidence that what you guaranteed speed.

These guys are proper scammers who are only punctual in deducting there direct debit and when it comes to customer support all they donis restart your router and send you cheap cables and max 5 days worth of broken days credit.

Horrible post sales customer support.

Every year there is apain.. Last three months twice the services have crashed and they are busy in finding loopholes.

It's a simple effing transacrion. I will pay you money you provise me services. But they believe in making customer life a living hell.

Lies excuses and loopholes. Thats what there belive is and ripping customer.

Go to any other provider exept bt. My honest opinion

Do NOT use BT, there inability to conduct a home move order and successfully complete is astonishing! An active line that gave previous tenants internet and phone at fibre speed seems impossible for BT to takeover? They promised a new line at no cost then cancelled that order too, I’ve been over a month waiting and 8 cancellations. They promise to call you back but not once have I had a callback I have always had to call them. The latest call took over an hour with no change on the order.

I would highly recommend you look elsewhere, the perceived reliability of BT is unfounded and it is not worth your time and effort. Pay more for someone else if you must, just don’t trust them with anything.

Disgusted to find my son is paying £58 per month for his broadband.

For sure he will not renew and neither will I. Thats two customers lost and I'll try to persuade others to change.

Ilana’s customer service today was brilliant - clear explanation, took 12 minutes to handle what I anticipated could take 1-2 hours.
Thank you for what is clear dedication to your customers!!
Could not fault.

They don't even deserve 1 star! What an absolute mess of a company, lie after lie after lie, zero communication with openreach to get line sorted had them land up 3 times without even knowing there was any appointment, been without Internet for over 2 weeks now the original start date was at the start of the month and they just keep telling me utter *****. Absolute joke! I will be swapping providers ASAP! And this was just the tip of the iceberg don't get me going on the whole rewards crap and moving address! DO NOT USE THEM!