BT Home Broadband Reviews

Don’t use BT!!!!!!
Ordered online a deal, in a week time checked my account and got message that my order has been cancelled. Contact BT and I’ve been told that reason is not visible and been suggested to reordered. Went online and Booooom reason for cancellation appears on my screen same offer £6 higher!!!!!!!!! Called them again explained, but nothig offer is diferent Sorry

Absolute nightmare organisation. No communication between any of the staff and up to 6 calls per day from representatives saying the same things over and over again! I believe they have an automated system which cant be switched off and they can only put notes on their system which, obviously, nobody reads.

Many of the calls can not understand what you are saying which makes it impossible to have a conversation. They just repeat the same thing over and over again.

Quite oblivious to customer service and will blatantly say you are a liar when you explain what the other represented said.

God knows how this company manages to survive - i certainly would never use them again,

BT are by 100 miles the absolute worst Phone and Broadband supplier it has ever been my misfortune to deal with!
They have a service contract Leadtime of 14 days to reconnect an account to the exchange when you move house. It takes nothing effort wise to carry out this work and yet they insist on doing it through their (non official) side kick company Openreach. Two price increases in 6 months and they don't have the resources available to connect a long standing customer on the same day.
Broadband is everything, without it you are dead in the water when you most need it after moving house.

Shame on you BT, one day hopefully you will be nationalised again as all country infrastructure should be so it works for the good of the people and not fat cat salaries to people that could not manage themselves let along BT, look at Italy, how many of those fat cats had their eye on the ball? Answers on a postcard. All profit should be fully invested back into the countries infrastructure, that way we would not still have copper pair connections into many houses still, but fibre everywhere, most 3rd world countries outperform the UK in terms of their infrastructure and that is because BT have done nothing with the billions of pounds they have made over many years, other than pay ever higher salaries and shareholders!

if it works the speed is in line with other providers but it only works 50% of the time

Absolutely appalling service! Please do not use BT! Had to wait 2 months for the Broadband to be installed without any communicating or updates from BT, I had to do all the chasing and challenging to ensure that we eventually got internet at all! We were passed from pillar to post each time we rang customer services and each time promised that the issues would be solved-each time we were left disappointed.
To further the disappointing experience that we’ve had with BT, after the broadband was installed, we received numerous bills stating that we owed them money and adding unpaid bill charges onto our account. When I set up the account originally I had added a direct debit which was being taken out of our account, so was baffled as to why I was receiving fines when I had been paying the bills. After having to call BT again to sort this issue out I discovered that they’d actually set up two accounts in my name and where trying to charge us for both of those accounts-one that I was paying for by direct debit and the other one that they were sending us bills for! I couldn’t believe the incompetence and sheer cheek! They apologised and said that they would reimburse us and sort out accounts so that there was only one. A week later….we received another bill-again adding fines for not paying! An on-going joke!
Ironically, we went with BT as they are a well-established company who we thought would be good at dealing with any issues: an absolute untruth! Just awful!

I had to get BT as virgin is not in my area. Worst bradband speed and customer experience ever. 4mb download and 0.5mb upload on a 38mb package witch is a lot slower than the 200mb virgin bb i had. 4 different excuses as to the fault. Hung up on by advisor twice. Engineer never tur ed up. Then told me the fault was fixed when it clearly isn't. As soon as virgin are in my area bye bye BT. You are 10 years behind and the customer service are horrendous and ill advised and I suspect no IT eduction in any way. Probably read from a script.

I was with BT for 12 months customer service was not always hepful usual answer was "It's working okay our side" they advertise as being customer orientated but in truth no better than some others and mt broadband kept dropping out and was slow even though i wax on tge fastest fibre

Left BT many years ago due to atrocious customer service. Took up their offer of faster stronger broadband and also signed up for BT Sport. The broadband promise never materialized, I still don`t have BT Sport due an unidentified technical fault and when I attempt to speak to someone then its either a long wait to speak to someone or a chat with someone who`s handling a number of clients at the one time and is untrained and keeps saying I`ll be right with you in two minutes but inevitably can`t help you because "that`s dealt with by a different team" etc etc etc but they`ll be with you in two minutes etc etc etc
BT customer service has deteriorated from atrocious to mega atrocious.
Don`t go near BT unless you have a bottle of wine and some valium to hand and time to spare.

Have had problems about 1 month ago when broadband was dropping ...got through to Dublin almost straight away and they found out it was a problem at their end.

Worked OK for a month then dropping again ...got through to Dublin again...after checking - it was a problem at our end- identified as the very old Hub2. We received a new Hub4 by post the next day.

Absolutely unpredictable and unreliable internet connection, keeps dropping off. The customer service is shocking and they are either clueless or deny any problems. I will never use BT internet again in my life nor reccommend to anyone.

Customer service is absolutely appalling.
Numerous phone calls to many people who have no idea what they are talking about.
They disconnected my broadband but apparently were unaware on whatever system they were claiming to be looking at.
Then they booked an engineer who was in no position to undo the handy work of whatever genius decided to disconnect me.
Last of all I was told that if I wanted to reconnect I would have to enter a new contract.
A horrendous experience of going completely offline for weeks with nobody capable of sorting it out.
Never again BT, and to think how many hundreds of millions of public money this company pocketed.

I ordered Fibre Broadband on 20th April, was booked in for 22nd May... nobody turned up. Was re-booked for 11th June, engineers turned up but it turns out they was going to supply it wrong address... was re-booked for July 4th, i rang on 2nd July to confirm they was coming.... nobody turned up !! Was then told it was being put in on the 12th July... Only to be told this afternoon it isn't being done now until 17th July. Cancelled my order... useless doesn't even start to describe how utterly rubbish BT are... For a large communications company, it doesn't bode well when you can't even communicate between your own departments... Almost 3 months and still no service. Absolute disgrace !!

The difficulty of setting up service from BT is an extraordinary experience.
Having received a14 page letter advising me of procedures,
benefits and the usual administration policies, l waited on the advised day, after cancelling work to accommodate the arranged visit.
The 5 hour slot for the engineer reached halfway, after -which I spent 40 minutes on the phone to ascertain the
likelihood of an appearance.
Having been given 2 order numbers, the result of the confusion was that my order was cancelled because of a
systems failure. Unable to give any indication as to when
an engineer could be organised - because the system would not allow it - I asked to speak to the line-manager who
unsurprisingly was “not on floor”.
I now wait with eager anticipation for the next instalment of
‘Systems Are Us’.
As a communication company BT can only stand for Bloody
Terrible.

Been with BT for many years now, only ever had one drop out in all that time. BT told me my broadband/phone line bill will increase from £36.99 to £45.50 a month in September.
I phoned their customer services and spoke to a lovely Lancashire lass who dropped the price increase plus a further discount.
Now paying less than I was a week ago.
Well pleased!

The broadband was ok, no problem. But their customer service is horrendous. My husband's name is on the account and, when he left, I took over paying the bill but they could not change the name on the account. It just seemed beyond them. Either I close it and reopen in my name, but there is no guarantee it's not gojng to be more expensive, so I left it as it is. I phoned twice to renew the existing contract, in order not to be charged more - was reassured it will be 36.99 for broadband/landline package for 18 months. That was in Feb 2018, and in May I was charged 45.99. No one told me about May date when I was renewing the contract, so I left. Each time they kept asking me if 'I'm authorised to speak for the account" and the blimming husband's name keeps popping up. I paid by DD all 8 years and this is how they treat their loyal customers.

Worst provider ever. internet drops out constantly, changed hub twice, speed is supposed to be 40mb but never get anything near that, around 5-10mb if lucky and now price is increasing for 2nd time in a 18 month contract. Know your rights, if they increase price mid-contract, you have the right to cancel. I am doing that and going to Virgin Media. At least its reliable internet.

BE WARNED!! Terrible service. If you like your broadband company to use sly strategies to get you to pay more then BT are for you. They send you an email about renewing your sports then in the small print they renew your broadband only to increase the cost by £20 a month later! Also they don't appreciate loyalty. I called about the £50 cost of my broadband and they said they cannot offer a better deal because the better deals are for new customers only. Absolutely con. STAY WELL CLEAR trust me!

just horrible. my internet is not working for 10 days now. I've been phoning them every day. they send me 4 engineers all of them were unavailable to fixed that problem.now when call them to cancel my contract they say I have to pay cancellation fee. I learned my lesson never going with bt again

Price rises with no escape unless you agree to contract renewal or accept the price rise. otherwise if your under contract you either accept the constant price rises or

Rubbish, I was told this is the only internet I can have in my new build house. Had to pay more for worse internet than I had before. What a monopoly/scam they have going here.

I am using them as this is the only choice.
Scam!