BT Home Broadband Reviews

The most horrendous experience I have had in 35 years of business. Our BT broadband was cut off after sevaral phone calls it transpired that someone unknown and completely unconnected to the business had been able to circumvent BT’s security and asked for the broadband to be terminated. I have spent over 9 hours over the last 5 days trying to get it reconnected. Despite BT admitting there had been a mistake and they are investigating my business has had no internet and as we have a VOIP phone system we had not had our telephone lines. I have made over 32 calls some lasting as long as 2 1/4 hrs (from which the so called manger responsible for sorting out the problems put the phone down on me principally as I had asked, for the fourth time, to speak her manager). Nobody is apparently remotely interested in resolvolving the issue and all this time my business is suffering. It is absolutely shocking they have a monopoly and behave like this despite it being their incompetence. I strongly urge anyone who reads this to never use BT Braoafbsnd if you can help it.

Been having problems for a while now with my connection dropping out. Used there fault checker on the website. They found the fault and sent an engineer within the hour! WITHIN THE HOUR! new line installed and the cable put into a new place in my living room at my request. Now im not getting any drop outs. My speed has TRIPLED to within 5mb of the 80mb/s im paying for and upload is upto 20mb/s. All sorted and fixed within 4 hours of my initial problem. Cant fault that at all

I joined Bt placed order 17 February it took over a month install 5 appointments 3 engineer appointments till it was installed i got an offer from Money saving Expert Martin Lewis Fibre Broadband phone Tv £150 MasterCard £50 cheque cash back its Now July never got the cashback £50 got a Master card to the value of £110 contacted emailed phoned Bt 5 / 6 times or more they tel me their was no such offer i must be stupid when i placed the order i done a Screen capture on PC as proof of offer at the time
Any way 3 months later get email from BT my price is going up by £2.50 a month it was supposed to be fixed for 18 months not so say BT the price can go up any time i tell them i want to save money Sky Plusnet Vodafone have offers for £25 but bt offer me more expensive package their new super fibre £33.50 i dont want to pay more i want to save money and pay less Joining Sky for £25 38Mb fibre unlimited calls

I am in my fifties, so I had a lot of contact with service providers during my life.
BT is the worst company ever. Their service quality is absolutely shocking.
It started with the installation a year ago. BT outsources everything to a company called Openreach. Those are guys who simply don't show up at agreed dates like 3 times in a row, and if you complain about it, you get even insulted over the phone for free.
Now have a problem during the contractual period like a non working phone line. There is no way to call BT (unless you want to spend money with them). No one will ever attend the phone, not even after one hour hearing an automated voice telling you "your call is very important to us". Then try to contract them online. Immediately a window will pop up saying "some internal error ocurred". That's it. In other words: Dear customer, go "f.." yourself.
Don't ever hire BT.

Took out 18 month contract , broadband and phone , this included a reward card which I was told would be sent to me , nothing arrived I forgot about the card but had occasion to contact BT about a price increase this was also a surprise as I was also told that the price was fixed for the duration of the contract , not so said B T we reserve the right to increase your fees when we see fit . They also told me that as it was almost six months since I joined them the reward card was now out of time and they would not be sending one also I should have read the terms of the contract , this I'd probably right , but as I was told in the first instance that this would be forwarded to me I took it at face value . I asked for someone from that department to contact me but they totally ignored my request . This has left me with the impression that they do not value individual customers in the slightest , I do not think my association with B T will be permanent one.

Save Yourself!
These guys are unbelievable. How many BT employees does it take to install copper broadband to an existing line? 18 approximately. A total of 3 months only to find that the fibre I had been offered isn't available (although BT's systems say it is) so order cancelled and standard broadband offered, fibre offered a second time and again cancelled. Finally have standard broadband after hours on the phone to them. Was told several times to expect a call back the next day...never happened. Absolute worst service ever! Run away!!!

Absolute rubbish. Paying £57 a month and my internet doesn't even work. Used my 4G than ever since getting this pathetic internet, constantly going on and off, refreshing it self every 5 minutes and it's suppose to be the fastest and best internet? What ever. Sick of paying extra on my phone bill because the internet doesn't work for most of the time.

I took out a new fibre contract in February 2018. The cost was £29.99 a month for 18 months. In June 2018, I received a letter informing me that my monthly payments would be increasing by £2.50 a month in Sptember 2028. This would increase my contract payment to £32.49 a month. The letter also included a weblink to a personalised offer. Following the weblink took me to an 'offer' that would allow me to keep my monthly payments at £29.99 a month, as long as I committed to a new 18 month contract. What a total scam BT. Essentially, they sign a new customer up to a new contract at an agreed price. Four months later, they send the new customer a letter attempting to pressure them into a new 18 month contract, or to have to pay more for their existing contract. I called BT customer services and politely explained that I was unhappy with their letter. I questioned why they were increasing my payments from £29.99 to £32.49, yet would be happy to keep them at £29.99 if I would sign a new 18 month contract with them. I explained that as a new customer, this felt like extortion. There was nothing they would do to help me, so I have no excercised my right to leave my existing contract due to a change of terms. I've now gone to Sky and got the same fibre deal for £25 a month. A saving of £7.50 a month once BT forced price change comes into effect. Thanks for nothing BT.

I took out a new fibre contract in February 2018. The cost was £29.99 a month for 18 months. In June 2018, I received a letter informing me that my monthly payments would be increasing by £2.50 a month in Sptember 2028. This would increase my contract payment to £32.49 a month. The letter also included a weblink to a personalised offer. Following the weblink took me to an 'offer' that would allow me to keep my monthly payments at £29.99 a month, as long as I committed to a new 18 month contract. What a total scam BT. Essentially, they sign a new customer up to a new contract at an agreed price. Four months later, they send the new customer a letter attempting to pressure them into a new 18 month contract, or to have to pay more for their existing contract. I called BT customer services and politely explained that I was unhappy with their letter. I questioned why they were increasing my payments from £29.99 to £32.49, yet would be happy to keep them at £29.99 if I would sign a new 18 month contract with them. I explained that as a new customer, this felt like extortion. There was nothing they would do to help me, so I have no excercised my right to leave my existing contract due to a change of terms. I've now gone to Sky and got the same fibre deal for £25 a month. A saving of £7.50 a month once BT forced price change comes into effect. Thanks for nothing BT.

Always dropping out

Worst company ever. will never use them again. had multiple problems with them. never seem to receive important details from them only spam emails selling more more rubbish. they have put my mobile number on someone else's account was receiving details of someone else's order. they had the wrong mobile listed for me. orignal deal should have been 34.99 now they have pumped it up to 38 without telling me of the changes. the staff tell the wrong information. just waited over 18 hours for my internet to come back to be told they placed two orders and once and that's why it had cancelled after being told 3 times before that everthing was fine and they were pushing it though. also was advised by custmomer service to cancel in june when my contract is up now told me its 30 days and ive still got to pay them another bill. had problems with them since January not once offered any form of compensation. just add ridiculous charges everytime because of an issue that they created!

AVOID! AVOID! AVOID!

If I could it would be -* as your service has been absolutely shocking.I have never seen such bad customer service.

Move house -you don’t move us to a new address you cancel our account !!!!!.Then for weeks and weeks you keep cancelling the new set up of a new account t so nothing happened.Following on from this win no internet we run out of internet(3/4G) on our mobiles so you give us extra,suspissedlt free of charge but you put it on our bill so my husband had to cancel the direct debit otherwise you would have taken this from us.All of a sudden after waiting for calls you call to chase money that WE DONT OWE YOU!!!!.Funny how you call when you want money but when we need help we can’t get hold of anyone.Everytime you call that so called Case Manager isnt in!!!!.

You are now not calling us back yet again to sort the rest of the money on the account although you are messaging us threatening to cut us off.

Now if that’s what you call customer service then you need to close as a business.You have caused us nothing but a nightmare for the last 8 + weeks and still the so called case manager isn’t calling my husband back.

Get your business sorted as intended years ago with its customer service and call people back to sort their accounts.

We have everything with you and so wish we didn’t.You are have broken your part of the contract for numerous months and still can’t sort.

Thanks for nothing BT.

I had contract with bt for broadband and anytime calls for around £35 a month.I notified them I was moving house and was told a £50 fee was payable which I disputed as the new house was already with bt,told them I was cancelling.Phone call followed saying forget the fee and extend contract for 12 months to Sept 18,January bill arrives for £58 pound and each bill since ranges between 58 and 60 pounds.apparently my discounted contract ended in Jan and my new one is not discounted!,however 3 times I have told them I am leaving and will pay the penalty and 3 times I have been told I should have recieved the discount and it would be credited to account,alas this did not happen and yesterdays call established I was not entitled to any discount but being a loyal customer for 30 years they will give me a new 18 month contract at £42 a month they seemed surprised when I declined.The most expensive £50 I ever saved!Im off

AWFUL I have to call constantly because my internet stops working throughout the day. I have placed 2 complaints and have called about 4 -5 times this month. I was told that the issue is probably the hub and that I need to order a new contract to receive the hub, I already pay £70 a month for internet that does not work, I will not be tied into a new contract when im very unhappy with the service I currently have. I am expected to pay full price for a service I am not receiving. Not to mention the manager was supposed to call me 4 days ago and never did. The customer service is appalling, stay as far away as possible, this company over charges for products that do not work. STAY AWAYYYY

Got BT broadband for the past 2 years. In the beginning everything was top. Broadband working fine. Smooth transition from TAlk talk but after I gave them 30days cancellation notice it has been the worst month ever. Broadband keeps dropping all the time. Customer service helpdesk waste of time. It has been crutical on my business as I have to be online all the time.
STAY AWAY FROM BT

an absolute joke, connection constantly drops out & when do BT test I have fast broadband. All other internet test show poor performance. a bunch of con artist who refuse to fix the problem

I'd avoid. High prices. Often have to reboot the hub to get decent speed. Engineers haven't shown up. Bad call centre experiences. Countless in-contract price rises - I'm sure all legal but really BT, aren't we already paying enough?! It makes me feel sick having to stay with BT due to family pressures for a minor sport that sold out to BT. More price rises announced today :(

AWFUL AWFUL AWFUL. We used BT years ago and were messed around so much that we had to get the ombudsman involved and then stopped using BT's services. A few years later...we moved into our house in Feb 2018. After being told by several people that BT were much better now and our new house was only fitted with a BT connection...we just decided it was easiest to use them again. Well, how wrong were we. Firstly they sold us a wrong package...unlimited broadband costs £30ish a month but they signed us up for limited broadband at the same price...and we went unknowing over every month being charged £90-£100. We put a complaint forward for this and they said it would be cancelled immediately and we would be put onto a the new package and sent a free of charge recording box for the inconvenience. Well 3 weeks later and no box..I contact them to be told that no package was cancelled and no new one ordered...meaning we were still being over charged. I spoke to about 6 different people who you had to explain the whole situation to again. 4 people cut me off on live chat and I had the phone put down on me once. Finally after weeks and weeks they have cancelled our packaged and put the new one in. They have offered us....£30 for the inconvenience!!!!?? What an insult. Will NEVER use this company again.

Can't speak to the broadband speed and reliability as it's not been activated yet, but I expect great things considering the extortionate activation fees they're charging us.

We've moved into a new build home, and due to BT's monopoly on the area are unable to go with any other provider. Not only are their broadband deals more expensive than anyone else's, we have to pay £70 in various upfront costs. Absolutely disgusted. They're at liberty to charge whatever they want because there's no competition - the alternative is to not have internet for a year. Wondering if there's recourse to go to the Financial Ombudsman about this.

DISGUSTING organisation. DO NOT use at any cost. Their charges for customers out of contract should be criminal and their customer care team repeatedly break promises. AVOID.