BT Home Broadband Reviews

Left BY after many painful (really painful) years. Even transferred to a business account in the hope of getting better customer service.

Over a year my broadband speed degraded from 15 megs (for the previous 2 years) to 8 Megs. BT maintained this was the 'New' operating level.

Left for John Lewis Broadband and after 3 months and 3 engineers visits (without talking to any overseas call centres) and relatively painless communication with JLB my broadbamd restored to 18 meg connection.

Shame on u BT!

Having been with BT twice over two separate 12 month periods, I have to say the company as a whole is TERRIBLE.
I have no idea how the staff pay structure works but I am going to guess that they get a financial incentive to extend or sign up customers to longer contracts.

My first experience was that I had ordered broadband, and having not received my hub on the date given, I called up and asked.
Only then to find two boxes arrived. I called up and spoke to an Indian call centre to find he has signed me up for a new contract.
This happens 4 times over a 6 week period. I had 4 running contracts running at the same time and was a huge ache to then revert back to my original sign up date, as all they wanted to do was start my contract date from the last one they had wrongly issued me.
On my most recent experience, having signed up for a 12 month contract, I had problems with my speeds and called them after a week. They said they will give me the faster service (for £x extra) which I agreed to. That was pretty much it.
When it come to cancel my 12 month contract, I was informed that I had agreed to sign up for an 18 month contract when my speed was increased.
Something not mentioned once.

There is no integrity in the staff whom represent this shocking company.

Speeds are ok but intermittent.
Customer services is cr4p

Constantly cuts out, customer services takes an age to contact and when you do get through they are absolutely hopeless. Only with them to get BT Sport, changing to another provider next available opportunity. Poor product, terrible service.

Moved into my new house had bt setup my broadband fine no problem 1 week later they cut off my broadband for no reason at all when I rang they said that they had tried to reactivate the line and cocked it up I would have to wait 72 hours for a specialist team to call 1 week later still no call so I phone bt they put me on hold and cut me off five times when I finally got to speak to someone they said I will have to wait another week for a engineer and they would charge me 130 pound luckily for me I was still in cool down period needless to say I have now canceled bt and am waiting for virgin to set me up next week.customer service from bt is none existent please do not even think of using bt they are a disgrace any other company is better

Terrible. Slow and expensive. Infinity signal does not even go from one side of our house to the other. Unable to send e-mails since installation (can receive).
I work from home often, but broadband keeps cutting out half way through quote, so have to keep starting again.
Installing engineer was extremely rude to us and our neighbours, called them a four letter word. Made complaint but this was not followed up.

Not only do BT feel it's OK to increase the price of their sub par broadband product, but they also find it very easy to cap speeds whenever they find fit. I have never bought a broadband product from anybody and received such a bad experience.

Terrible customer service. BT left me with no broadband for 6 weeks because they said it was an Open reach problem and Open reach said it was a BT problem (even though there the same company) I was passed from person to person hung up on 6 times and promised 7 call backs that I never received. And when enquired about cancelling my contract I was told I would have to pay the cancellation charges even though they weren’t providing me with the service I was paying for. When they finally fixed the problem a very rude manger said all they could offer as compensation was my money back for 4 of the weeks did not have service and that money would only be offered as credit on my BT account not put back into my bank account. They also charged me a extra £130 for an engineer visit that was supposed to be free because my home hub was not working and when I asked for that money back they said they couldn’t do it because the ONE person out of the whole company that can do that wasn’t in. So I still have not got my money back because that one person still is not in and they’re basically refusing to give it back. I would STRONGLY advise anyone considering BT as there broadband provider to go else where. They are a joke and will just take you for a ride to try and get as much money out of you as possible.

BT are not cheap, they claim broadband speed up to 50mps, every time I check mine I just about get 17. So why should I pay out over £50 a month for such a slow speed. If I complain they say its my line in the house ,they offer to send a engineer out to look and want to charge even more money. Also if you have a long contract they can still put their prices up at any time.I would not recommend BT.

Terrible customer service. Too many departments and people passing the blame. If something goes wrong with your account it takes phone call after phone call before anything is sorted and nobody gets back to you as promised.

Most of the customer service team are polite but are using a system that is a complete shambles.

What can I say and where do I start . I went with BT June 2016 I was an ongoing With Cancer Treatments, I had to have a large section off 1 side off my Face Removed . So there would be numerous Maxifacial Plastic and Optimology work to be carried out . Unfortunately I am Lao a Transplant patient. During the numerous ops Mum and Dad botched died in October 2017 with cancer within 8 days off each other . I was backwards and forwards also to the Hospital. Finances spiralled out off control . I phoned BT in January to pay £207.00 they said they had Terminated the Contract. I now owed £429.00 but no Service or House Phone . There attitude was appalling . But there was nothing they could do . I do not claim Any Benefits or get Financial Help . The Hospital say I am Vulnerable living on my own . The Jury is out . I rest my case . P.S I have had massive Support from my Bank and Credit Card Companies . Who Recognise Cancer . I Really don’t know what to Say . More than happy to send BT Facial Proof if anybody had the Stomach or Guts to see what is a Terrible Plauge on Society. Regards Steve N .

Paying for Fibre and we have about 50% service. Less when it is a busy time. BT Customer Service say all the right things but rarely act on what thet say. They always seem reluctant to get Outreqach involved, my guess is that since they are now 2 different companies BT has to pay a charge.

Absolute rubbish!! Pay for 17mb and get less than 1mb

I’d sooner eat my own poo

I am absolutly disgusted with this company. Its an absolute joke. We signed up in September and after issues with them connecting us its been one thing after another. We are still waiting on a £45 reward back due to how much of a mess around we have had. We repeatedly had to chase everything up and each time speaking to someone different. Once our contract is over we will be going elsewhere. If I wasnt so annoyed I would laugh at how pathetic this company really is. The last time we were with BT they used to up the bill without notifiying and thats why we switched over. This time round we thought we will give them another try and we wish we hadnt!

We have been without broadband for 6 days as BT disconnected are connection after we asked to change provider! As offcom say your provider should keep you connected until your new provider take over. BT have broken the terms and conditions of our contract and we are still waiting for a call from case management but we have been told this can take up to 48hrs! Considering they are a multinational telecommunications company trying to get them to put this right is impossible please take note of this comment as they should not be able to get away with this service and we will be handing over our complaint to Ofcom

When it works it's not to bad...but operative word is 'when'. They are a law unto themselves and like all major corporations answer to no one. Customer service is zero... all you can do is just wait until they are ready to provide you with the service they charge an arm ans a leg for...gangsters

OMG if anyone wants to get Broadband from BT - DON’T, been with them over 15 years and my B.B. went down between Christmas and New Year, first call for anyone employed was for today, so 2 weeks later, I waited for someone to come to be today, then first call “yes they are coming give them to 9am”, second call “oh it wasn’t booked properly so can’t do it till next Saturday”

Now three weeks no internet and used phone data and been told will not be reimbursed for that either. So Customer Services now less than 0%.

Sorry forgot to advised been on phone to them for over 4 hours all in all. So save yourself from the frustration and go hit your head against a wall as you will end up with the same pain. Go with any other supplier as though their customer service is also rubbish you will save some money.

Very frustrated BT loyal (until now), customer

Bottom line: avoid like the plague.

My story.

Have had BT phone line and 'copper' broadband for 13 years in a rural location. Speed and reliability poor (1-4 Mbps, flaky, frequent dropouts) but what can you do deep in the countryside? Then, excitement! Fibre has come to our hamlet. We applied for BT Infinity. 4th Jan it gets turned on. Nothing. We have no broadband at all.
We book an OpenReach engineer to come the next morning (if 8am-1pm is 'morning'). I take the day off work. No engineer. BT have cocked up booking him. They reschedule for the next Thursday 11th. Another day off. Engineer rocks up past midday. He works for a couple of hours. "There is no way for you to get Infinity - the wiring of the boxes is all wrong. They shouldn't have sold it to you". Nothing to be done: going back to copper next week (I hope).

I lodged a formal complaint. Now we're arguing about compensation. What's their offer to compensate me for two days off work, at least 2 weeks without internet and 4-5 hours on the phone? £20. I've told them to think again.

Utterly disorganised, useless, incompetent rabble. Do yourself a favour and go elsewhere.

Avoid at all costs! Horrendous customer service!
Initial connection took ages. Then they charged me before I ever got it, I called to complain and they told me to wait they'd fix the bill. In the meantime broadband was finally setup (for two days) then they cut the line cause they said I haven't paid the bill (of the internet I never had! First month's bill was something over £32 for basic speed, *up to 17Mb and phone line no special extras! Then after all that they charged me something over £15 for late payment!

Fibre ordered 11th November 2017...as for years have had max of 1.5 speed here..Instead BT cut off my broadband totally 15th Nov to 15th Dec ...HOURS of phone calls after days at work to BT, & Openreach (for which privilege I am charged!)all over country & India, numerous promises of switch on and help, and repeats by myself that we have NO fibre and never had engineer call to fit box inside or out...achieved no fibre and a month to reconnect copper..stress all round as little signal on mobiles either. Children's A levels falling behind as all on line. Still no fibre it appears it's a "records issue" and I have to wait yet again... My patience with such an inept "business" is running out. Any other business would be closed down.