BT Home Broadband Reviews

Terrible, the so called 'off shore' Team should be abandoned and technical support brought back to this Country, they are blatant liars and completely incompetent, say they will call back and never do, falsify their tickets with lies, disgusting.

Appalling service. Ryan was so rude and difficult to work with.

Was only with these cowboys for less then 2 week. They had me on the wrong package so called to tell them which they assured me would be sorted and someone would call me back after 2 days, no phone call so called again to be told sorry nothing has been done and we have no idea something had to be. They did nothing at all on the phone but did cut me off, so I called back and cancelled which they didn’t even hesitate to do. Now I’m without internet and have transferred back to Virgin. STAY away from BT, absolutely poor customer service.

After being with TT for many years of trouble free service. I got a call out of the blue from a BT telesales person, who basically lied to me that I would save a lot of money by switching to BT, which I fell for. What a mistake, it was never the price that was given to me, we couldn't receive incoming calls for 6 weeks, which they couldn't explain or fix, no matter how many times I called their useless helpline. After being with them for several months, the set top box would only tune to Welsh TV channels, which was permanent, no matter how many times it was retuned. The helpline is useless, their only advice was to retune the box, or it was the TV aerial, I told them I had retuned it 10 times or more, and it was a new aerial, then to be told " I don't know what we're going to do ". The final straw came when after 8 months they notified me that my bill was to be increased by £25 per month. This was just for a basic service. I cancelled my direct debit and just lately I have been receiving letters from a debt collecting agency, demanding substantially more than a months BT payment plus 25 percent what BT added for administrative cost. DONT USE BT THEY ARE A LYING THEIVING JOKE.

I had a website built by BT. They tied me up in a contract, the contract ended but I continued to pay and use their services. I transferred the service and they continued to charge. I cancelled and had to cancel via two separate departments and they refused to refund any money due to not informing them.

It turned out that I was paying £36 a month for "management fees" that I did not need at all so BT have earned very nicely indeed!

I have also been paying £24 every quarter for hosting and required only hosting after the 1st year.

So yes BT was charging me £42 a month when I should have been paying only £6 a month.

When I phoned BT to cancel and BT said they want more money as notice is required - I said I will pay but will let everyone know what the BT Corporation is like (she said "you are more than welcome to do that" ). So they are on...

BT gave me an 0800 number that linked to my mobile number but did not get missed calls or any answerphone. So I missed out on customers.

BT gave me email addresses linked to my domain but was not able to setup the password and server details to access the emails. So missed out on any emails sent to my advertised email addresses. This was an ongoing issue with many calls.

BT deleted all my emails on their servers once I had transferred the hosting although I was still paying.

BT put the phone down on me when I asked them to look into whether they could retrieve my emails on their servers (I know because they did not call back). This is expected as I am a leaving customer.

BT purchased EE and without delay Orange's reputation was gone, their customer service went down hill, trying to worm out of warranties and prices hiked.

BT said the website they created me was terrible and I needed to upgrade to £150 a month from £36. A year later when I made inquiries they said that the company they used is no longer trading and I did not get the upgrade at all, so they refunded the money back dated.

In summary: BT are too large, too controlling, too financially focused and uncaring towards its customers. They have the money for large advertising campaigns, to buy other companies out and to perfect contract terms/conditions to their advantage. They don't have the necessary knowledge to assist you with technical issues.

In fact I think a small claims court may get me several years of management fees back as they have never been used. I will report back how that pans out.

I beg you to not use BT and to inform your family/friends to avoid like the plague.

Thank you. Together we can make a difference.

Are you still considering BT? Think I may be unlucky one customer? BT charged me an additional £5 a month to have "itemised bills" that had nothing to itemise. I phoned to cancel and ask for a refund and they said "no it is your responsibility to cancel it even though you did not set it up".

BT (Be There).

BT have an OK broadband speed, this is not just me but other people I have spoken to. However they also have a very poor customer service, and broadband reliability is something which almost doesn’t exist when you’re with BT. Internet randomly shuts off, currently using my mobile data to write this review because the internet shut off again would you believe it or not. Wouldn’t recommend, go for Virgin Media instead.

Very disappointed. Worked well for 9 months then problem after problem and poor customer service. Helpful and polite people but sent around the houses. Ie told what I wanted to hear. We think problem is router. One will be with you in 48hrs. Someone then tells me order was cancelled. Another tells me it was never ordered. No Wi-fi for weeks. A member of staff hung up on me on live chat. No I want rude. Told today problem was with my devices ie suggesting I ring 6 manufacturers and complain to them.

Signed up for 18 month contract and Paying for SUPERFAST FIBRE Advertised Average speed is 50Mb. Only getting 0.01Mbs!! phoned the call centre and they say my guaranteed speed is only 0.5Mbs!!!. They said it said this in the small print on the contract and laughed at me saying " Ha Ha Ha.. You did not read the small print" upgrade to the fastest service, I am already paying for the fastest service available, why am I being charged for premium service and getting slower than dialup? I work from home and can't work, it very frustrating and my employer is not impressed I could lose my job over this.I have spent 12+ hours trying to be understood by a foreign call centre. They won't do anything to try and help me BT don't care if I loose my job over this!!!

May I never go back to BT ever!

I am asking for one simple change to take place and it has resulted in a ful 1-2 month saga with so much emotional hassle!

The broadband and reliability as a standard are great. The customer service is not.

I do not and may not ever return back to BT. I am a long time serving customer who has now lost so much money in bills loopholes and bad customer service. I do not and will not ever from now on recommend ever trying their service. No matter how much incentive they will give in Amazon discounts. I am too disgusted by their treatment of one simple request.

I have three problems which have not yet been resolved although I have contacted customer service +20 times. No help from online chat or when phoning customer service.
1. BT sent an engineer to install internet and BT TV. The engineer installed internet but not BT TV. I did that myself and cannot get all the channels I was promised.
2. It is not possible to activate BT ID which is necessary to pay invoices. I was asked to give a security question - my mother's maiden name - when I ordered BT that would later be used to activate BT ID. When I am asked my mother's maiden name they say it is the wrong answer - I know my mother's maiden name.
3. When the engineer was in my home to install internet and BT TV he damaged the walls, two clearly visible, medium sized spots on the paint on the wall. I have made a complaint and received no reaction or remedy. Dont order BT internet/TV.

Bt are an absolute disgrace, 3 weeks waiting for a refund, told I would get a call back almost daily, still not sorted, customer service is next to non, there's been 2 advisors out of all of them I've spoke to that have actually tried to help. Getting through to someone that knows what they are talking about is a mission in itself. Very unhappy ex customer!

Had a great service until after 2 years with broadband the contract ends and I end up getting charged £50, for 2 months in a row.

It was really nice for BT to tell me the contract would be ending and I would need to give them notice before leave. Absolutely appalling! I would recommend them highly before this happened, but I will not be returning in the future!

Absolute joke of a company

BT are without any shadow of a doubt the WORST company of any of the telephony provides. Their customer service is SHOCKING, we tried to cancel our domestic line, they incorrectly cut off our business line and broadband. We are a retail business and could not take card payments for a week. To cap it all they tried to charge us to reconnect even after they admitted it was their error and tried to tell us we were in a new contract as a result. They really shouldn't have the name "British" in their title, they are a disgrace to this country. Ive had to spend countless hours on the phone to them, and with their overseas call centres getting anything done is nigh on impossible, assuminy you can actually understand the person you are talking to. I will be ditching BT business in favour of Virgin Media business (I have Virgin Media at home now), they may not be perfect but they are a darn sight better than BT

I have been with BT Broadband since FTTC became available in 2015. I have no complaints at all. Performance has been fast and rock solid, although I have been using my own router rather than the BT HUb. Customer service has been very good (by phone and on-line chat). The cost is on the high side but I am reluctant to switch to cheaper and probably worse competitors. One last point, this is an honest review of my experience with BT as a customer. I have no oher relationship with the company.

BT Broadband- The Worst Customer service I’ve ever Experienced. I signed up for BT TV and broadband having recently moved house. The installation was meant to be free but they charged me £59. Called to complain and was told the refund would be in my account within 24 hours. One week later had to call again as still no refund. Finally got that money back a few days later.

On the day the installation was due to happen I didn’t receive any communication so checked online and it showed the engineer was confirmed. Just to be sure I used instant chat and was told the same thing. The time slot came and went and the engineer never showed. Called to complain and was told they didn’t know if I needed a new line so rather than check or ask they just cancelled the appointment I had waited 6 weeks for.

Decided 3 complaint calls was enough before even getting the service so decided to cancel the contract. It then took a further 4 x 30min+ calls over 3 days for them to actually cancel. Two weeks on I still haven’t received my refund for the engineer cost and have been charged a bill for a service I never received. Another two hours on the phone and many promises made and I’m still waiting for a refund.

I’m sure the service is great if you ever get it but if you have a problem forget about it because no-one there seems to be able to help. They are very apologetic and all promise to help but they all blame the processes or the systems and there doesn’t seem to be any joined up thinking between departments.

Our whole experience with BT has been terrible 6 weeks to get connected, countless calls to customer service, been on hold for countless minutes 55 minutes one day!! Miss informed, cut off, passed to 5 different departments. Finally up and running, we have fibre but it drops off. TV package is a joke wish we had stayed with sky

I have been with BT for 10 years and watched their customer service slide and slide to the point they are unreliable and take a long time and a lot of calling to resolve basic problems. Staff vary in knowledge and helpfulness.

Absolutely useless!!!!!! Cuts off all the time!!!!!

if i could give 0 stars i would. thought talk talk was bad until i switched to BT. no wifi absolutely anywhere, be prepared to be charged over for your phone bills because youre going to need your data