BT Home Broadband Reviews

Crap service. My broadband Connection was down for last 17 days and not fixed yet. Yesterday one of the service manager told me it will take another 30 days to be fixed. They want me to pay the bill for last month (for the service that I didn’t receive) I asked to end the contract , they transferred me to a lady from UK office, she threatened me saying if I wanna leave the contract I need to pay £150 + bill. After 1 hour argument I was transferred to a manager. She very simply told me “I don’t know when the network issue will be fixed, According to your contract if you wanna leave us before the contract ends you need to pay £150 if you fail , we will take legal action. Also, she said not to call them back again with the same issue which they been aware of, they will inform me once it’s fixed. There a few essential gadgets in my home need internet connection, ex (my mother’s medical equipment) I asked BT at least to provide me with a temporary dongle so my mother’s medical machines can work. The answer from BT was “sorry we can’t”. Don’t use this company or any of their services.

BT is absolutely terrible! We have not been with them any more than 5 months and in that time we have gone through 3 hubs , about 30 phone calls to get the WiFi back on and an under qualified idiot who decides to stick a giant cable through our wall which knocked the front of some of our bricks off!!!!!! I am a teen who has loads of school work to do and for most of it I need the internet, BUT GUESS WHAT....I DONT HAVE ANY INTERNET

An absolutely awful company to deal with. I changed to them for their TV and broadband package only after they offered to buy out the remainder of my contract with my existing provider. On swapping, I found out that I was tied in to a contract with my previous provider, so I decided not to go ahead but after informing them they offered to buy out the remainder of the contract and sent confirmation to me that they would do this... then once they had taken over the supply they refused to credit my account. They are not replying to any of my emails now and they won't provide a reference number that I can give to Ofcom to take this further, as they are required to do. I will try to get what I can back from Ofcom but if that doesn't work I will just reclaim six months payments back, which is the maximum I can under the Direct Debit guarantee and walk away. DO NOT TRUST BT!!! Utterly useless!

Ordered a change of address. Two months later and still they haven't moved it. I'm being forced to pay for a service that I cannot use because they are so completely incompetent when you speak to them. Spoken to over 10 advisors who have said a variety of excuses. They don't call you back or give any update. I've never had such a poor experience in my entire life.

I have had very poor service and have considered moving but reading the comments on here about other providers, it seems the whole industry needs dragging into this century. Have now decided to stay with BT for a while and make a damned nuisance to get my own back for the wasted time and aggravation they have caused me.

Absolutely disgraceful. After ringing up many of times about the internet speed and nothing being changed and being told it is fine. I decided to ring up yesterday with customer services putting the phone down after about 20 seconds. But I can say the internet is down more than it is on and would not recommend even if it was free!! Losing internet connection constantly. The worst broadband out there, really is disgusting. DO NOT RECOMMEND!!

Do not use BT! They charge too much money for an awful service that constantly cuts out. We have been sent 3 replacement routers and NONE of them work. After 5 minutes of using the WiFi the hub decides to restart. Don't even get me started on the weakness of the hub. The speed is dreadful. I can't even stream a 720p HD video without it buffering every few seconds. The customer service is appalling. Don't even bother trying them. Save yourself heartbreak: go for ANY other provider.

Very expensive and uncooperative staff

The week before I reported my issue with BT on the 21st of May I was experiencing slow internet, and constant dropping of internet. The internet was dropping out of connection constantly, and when connected was very slow. The dropping out meant that we could barely use the internet to do anything but browse internet at times. The internet was absolutely dreadful.

After we finally reported the issue I encountered the worse customer service I have ever experienced. I first used the online BT Live Chat where I had been talking to technicians about my issues, and how to solve them. The problem was, the technicians were constantly closing the chat and ending the conversation before I got anywhere.

Eventually I get through to someone decent and have an engineer booked for the 22nd, which is great. But the engineer comes out and finds nothing wrong with the internet in the house, and tells us to ring up BT and tell them this. We report this to BT and they tell us they will have ‘higher-ups’ look at the problem to try sort it out, after waiting two days. They tell us when they are going to ring, but it is a time we cannot do. But we cannot rearrange the call because texting is going to charge us money. So, we try to be free around the time, but cannot get to the phone after they ring twice. And tell us they will ring the next day. This time we can be at the phone, so on the call, he tells us that the technicians are still looking into the problem.
Eventually, they agree to send out another technician and on the 30th of May, from 1pm – 6pm. They completely just miss this appointment and do not inform us of why. We then get a ring the next day to rebook the appointment on the 2nd of June, the engineer then comes in and finds three different faults with the hardware in the home. Which I don’t know how the first engineer didn’t find.
So, after this terrible experience for a service we are currently paying for £70 a month for, and it not being usable for more than half the month, BT ring up to discuss compensation and offer £14 for the fault and another £5 on top as a goodwill gesture. This is an absolute joke of a refund, after nearly 3 weeks of unusable internet and then horrendous customer services £20 is nothing.

We will certainly be looking to cancel our BT contract as soon as we can and would advise no-one else to get a contract with them.

We moved into a new address and services were scheduled to start 24/5/18 but actually started 4/6/18 because BT did not swop the line over to our name.No TV,phone broadband etc unable to use laptop or printer etc only irritating texts asking if we were happy wit our new service.Phone caller from BT addressed me by my first name which I don’t like and at age 66 find patronising.Avoid BT

We moved into a new address and services were scheduled to start 24/5/18 but actually started 4/6/18 because BT did not swop the line over to our name.No TV,phone broadband etc unable to use laptop or printer etc only irritating texts asking if we were happy wit our new service.Phone caller from BT addressed me by my first name which I don’t like and at age 66 find patronising.Avoid BT

Don't bother.
Absolute crap, poor service, slow speed, customer indiference, you are just a number and worthless.
Multi national companies look after high number customers within a small area, like all the big companies, so forget it, if you are not living in London then you are nothing.

Just learnt have been out of contract for 2 years and paying the standard fees and at not time being notifired of comming out of contract

Complained and got a standard letter telling me the terms and conditions of the contract only

Tried to negotiate a new package and the difference was £5.00 reduction from my original cost of the broadband and I had to keep my old hub which is 5 years old

Caller seemed to think the cost compared with Plusnet was down to spead so if you have to wait a couple of seconds more for a £12 saving thats no problem plus some benifits including a price freeze over the term of the contract

Surly if you are in contract thats the price you pay over the term of the contract obviously not as I was advised it can be put up with out warning

Been with BT 35 years no point in being loyal

Internet speed is fine, but drops out randomly for anything from a few seconds to a few hours. This can happen very frequently.

This is especially annoying if you're playing a video game and the whole game freezes leaving you powerless to react.

Stay away from BT! They couldn't install it, when they "did" it cut out for hours & days at a time for the 2 months I suffered them & was slower than sky copper wire broadband. When I cancelled it because they weren't fixing it they want you to pay up the remainder of bill, for a service that doesn't work?! Worst company I've ever dealt with in every aspect. Begging you to all stay away. Please, I don't want anyone else to suffer the same stress. Go with sky cheapest broadband. Going on 5 years I've used them in total & never cuts out n cheap. Avoid BT, you have been warned. PS, non existent customer service, shockingly bad. U think they have SOME customer service, they have NONE! They lure u in & then ur on ur own. Disgusting company & I hope karma is harsh on them.

Bt broadband is great, we have been promised fibre optics for 3 years, and still don’t have it, it goes at 0.3mbps, which sometimes goes upto 1mbps if we are lucky, it has only been down 3 times in the past 2 weeks and has been repaired twice, but still goes down each time after, we pay twice as much as people getting internet that is 200 times the speed. That is why I love BT broadband, thank you for taking the time to read how much I love it.

Once more we have no phone or internet. Last month it was off for 5 days. We have had continuous problems for the past 3 years. 3 New routers several engineers visits and they still cannot sort it. Rubbish service. Now another 2 days before back on. Not happy at all. Will not be having bt when we move

Really awful customer service from a company that seems incapable of ever getting it right.
I ordered an iPhone, and they sent two. They seemed to think it appropriate for me to do the running around to sort out their mistake. As part of this transaction they convinced me to upgrade my broadband. I told them that they had made a right mess of the original installation and that if they were sure that they could do it properly, then OK. They made a right mess it with the excuse that a process had failed. For a technology and communications company they are laughable.

Switched from SKY to BT, WORST mistake ever.Same problems as other comments such as we need to send an engineer as the problem is at my end. That was just a week after installation. Changed back to SKY never had a problem since. They also charged me for canceling my contract early for something they could not supply. Very rude and useless customer service.

Where is the 0 stars rating, cut of my business broadband because they made a mistake! and weeks later still waiting. complaints department is manned by pond scum