BT Home Broadband Reviews

Other than the broadband being really slow despite living in the city centre, I had an awful experience cancelling it, on the edge of scamming.

I tried to cancel it before my one year period expired, and I was told I have to pay a cancellation fee, which makes perfect sense. So I decided to wait for the 12 months to pass, still paying monthly even if I wasn't really using it. Fine.

After the one year period passed, I called again to finally cancel my broadband: the customer service told me that the contract automatically extended for another year, and if I wanted to end I had to pay the same big fee I had been trying to avoid by keeping my contract active at my expense.

These are the kind of things which you have to be very careful of, designed to screw money off you. Therefore I feel scammed, I will pay the exit fee but I will never ever recommend BT to anybody, as my experience has been awful.

High and increasing costs, slow rubbish connection for both phone and TV. Picture breaks up on HD Channels epsecially.

Also had no end of nuisance calls, they register your number with random business so that they think you are a client or a service provider. I think they do this so you pay extra for 'no nuisance calls'

Please, please avoid at all costs.

Shockingly, shockingly bad. Getting 2MB in a 20MB package when people in the same area are reaching 10-16MB. Add to that constant dropouts for a minute or more every 15 minutes.

Went through various procedures with someone in India for 3 days, trying everything, only for him to conclude that he couldn't fix it, but the system wouldn't allow him to book an engineer visit. Asked to speak to a supervisor, and line was cut. Sent a complaint - no answer.

Woeful. The worst experience of Broadband in 15 years.

BT is officially the worst internet provider I have had at my property since the last 14 years. Virgin media, Sky, Talk talk all internet providers that I have had over the space of numerous years I can't emphasise enough how bad your service for internet is..., but I will put it to comparison. My 3 from my mobile is quicker than your service I get 29.00-35mb never lags or lets me down. How do I know ?, by having to pay additional £5 everyday for internet that I have paid for which is shocking. Some will say why would you ?, 1. I have 3 kids, 2. 1 off which at high school needs it for history essay 3. At uni needs for reasearch, 3rd 1 needs it for cumputer games, my tv connects to the internet so everything me or my misses can't watch nothing, i need to the internet for work but I can't use it becouse my phone has become a wifi hotspot completely shocking and it's not just 1 day 3 days, it's been over a week !

Avoid at any cost..

Upon advising BT I was moving to another provider they cancelled my services and line. This was despite me specifically advising I would be making a working line transfer/takeover.

In my opinion the agent's actions were intentional and malicious. As it prevented an order being placed by another company - resulting in a two week gap without phone or broadband.

Intentional or not, the 'mistake' as acknowledged by BT could have reckless consequences. We have two children and being contactable - and able to make calls is very important.

I strongly recommend avoiding BT.

worst internet ever i was with talktalk before at least they were cheaper and did fix problems stuck with bt at moment paying for a service im not getting speeds are 0.52 at best

BT fibre box at our gate but not "available" after a year, then charged £730 / year for lowest non-fibre package inc 2 landline charges for same line to get a phone & limited (12 Gbytes/month). Ripoff for rural OAPs and no way to get sense from BT. And they want £30+ more from January 18. Changing supplier asap.

slow speeds and there will not give me fiber at my address even then the box to give me fiber is just in the next street.

The Wpic saga of trying to get our broadband connected continues. After being notified that we were to be connected on the 12th of Dec by midnight, then notified again by text on the 13th of Dec that we were to be connected, I called early on the 14th to find our order was "fake". The whole order had to be re-processed (it had already been delayed by five days). Our new date is the 2nd of Jan. Highly annoying with two kids to entertain (Netflix), visiting parents who want to Skype and expensive having to purchase extra phone memory. Cheers BT for nothing. The call centre has been a customer service disaster zone. My advice avoid BT like the plague for broadband, there's a reason they rank so poorly in reviews. They've certainly tarnished our Xmas to a degree.

Dreadful company , "foreign" custmoer service the worst I have ever dealt with. Just read from a sheet and dont actually listen. Very poor quality of service down to BT openreach frequent bodged cable repars. Final laugh the cold called me offering to upgrade ( at a price ) to infinity broadband, errr why would I do that when I have several miles of dud copper cable laying in a ditch

Router Doesn't work with Macs. [Managed to write that sentence before; for the 8th time in the last hour the router crashed for everything - so let's hope I can post this].
I'm out of contract now - so going to dump BT ASAP, I'd like to compare providers on the Web.....but the advantage BT have - is the Web is just a legend hidden behind wires that go nowhere. Oooh - I have a connection, so I'll try to hit send!! Nope, I tried to check my text, and the connection was lost again. Blue!.. send....

God only help you if you ever have a problem with your internet service. When it's all running smooth I can't really complain, pretty standard internet. The problem with this abysmal company is the customer support.

What an absolutely agonising ordeal you have to go through with a bunch of un-trained monkeys. Yes, absolute monkeys reading out of a book.
About half a year ago I had exactly the same problem - my internet dropping off and spiking up and down aswell as my router restarting itself. Last time I had to go through the cycle of Indians (people i sincerely CANNOT understand) and wait three weeks for an engineer.

This time however I was greeted by a decent sounding guy called Liam, who clearly lived in the UK. These people DO NOT want to help you at all! They are working for probably next-to minimum wage pressing buttons trying to fob people off. Absolutely ATROCIOUS service. It took 5-10 minutes of tests and stuff just for this man to tell me everything looked okay, but when I argued with him and asked ''Surely you can see my connection dropping on your screen'' his reply was just ''Yes, I can''.

Soon after this, I was then told I could get an engineer out to my house! (yay!)... Shortly followed by ''but if the fault doesn't lie within BT's end, you'll be charged £130''.

I really have nothing else to say about this absolutely disgusting company. DO NOT Entertain getting internet from these apes.

Pasting the e-mail I sent to BT below:

Dear Sir or Madam,

I am not sure where to begin. I have suffered two panic attacks today, cried a lot and spent 4+ hours on the phone and on online chat to your advisors.

The service I have received is absolutely disgusting. I cannot believe the customer service team at such a big firm is so useless and incompetent.

It all started when I wanted to submit an order for moving home. My address was not on the list so I had to do it over the phone. After waiting an insane amount of time I was redirected 5-6 times to different teams. Finally, it seemed like I am seeing light at the end of the tunnel. A very nice lady promised me she submitted my order and that she booked in an engineer for 2nd Jan. This was not ideal for me but it was the best they could do. She also assured me my new address has the fiber service available.

At this point I thought it was done. After not receiving an email with my order for 15 mins I decided to check my online account. Surprise - the offer said rejected! I immediately called again. This time it only took 29 minutes to reach the correct team. We started again with the order - it turned out my new flat does not have fibre and would not be able to transfer my current broad band and TV package. The lady suggested some other options which were available - at this point I agreed to anything. I was crying on the phone and I just wanted to sort things out. She then says my engineer appointment would now be 9th Jan. At this point I was breaking down - this meant I could not work for an extra week (I use WiFi for my job). I had no other option - I had to agree. She then put me on hold and the waiting began once again. After long 17 minutes she says: "Im sorry but it appears I cannot submit this order, I really have no idea why." As you can imagine, the 9th of Jan slot now seemed like a dream - it seemed like even in February I will not have internet. This was my breaking point and I decided to cancel my contract all together. The assistant told me since you can no longer provide me the same services at my new home I will be able to cancel free of charge with a 30 day notice period. This meant I would pay some extra weeks but I didn't care. We agreed the services will stop on 2 Jan and I will pay until 12 Jan. She told me it's done and wished me to feel better. I think she actually really felt bad that I was crying because of the obvious incompetency of these people.
After the call I was beginning to calm down. The contract was cancelled so I went ahead and arranged another firm.
I was scrolling through my emails when I saw my confirmation of stopped services. I was relieved. I did not want to even open the email - I had such hatred in my head still. But I opened it - and almost had a heart attack. The email said my services will stop on 20th December?????? Not only that but as a Christmas present maybe I had to pay almost £700. Imagine my shock. Immediately, for the 16th time that day I connected to the online chat. Of course they couldn't help because I needed the FTTF team. And so the waiting to connect to this magical team began once again. This one was actually not too bad - only 14 minutes. I gave my details and the agent said she will check in a minute and come back. Once again I had entered the dangerous game of being on hold. At one point I considered hanging up but I decided to persist. After 20 minutes of checking my account she came back to say she could not amend this order and has no idea why it went wrong. The solution is to cancel the order which will take two days and then on Saturday when she is back in office she will try to re-submit the order. I had no option so have to trust that she will do that.
In the meantime I am left with an incredible amount of stress - I still do not know what will happen and I am disgusted with the treatment I have received. I am still shaking and crying - I am as helpless in this situation as useless are your employees. I am now actually considering becoming a BT employee only to be able to fix my issue.

I didn't know where to start and I do not know where to end. I guess I will just say again how extremely disappointed I am especially being a customer for some time. I am hopeful that one day my contract will be cancelled successfully and I will never have to interact with you ever again.

Kinds regards,
Bilyana Karadzhova
(a very stressed soon-to-be ex-customer)

Top price for a rubbish ISP wish I never moved to BT.

Worst experience with any company I think I’ve ever endured and I rarely complain about anything. I booked in to connect to a new property as I was moving, did this well in advance and was set with a connection date. Was asked to stay in between 8-1 on this date. So I stayed in and no one came between 8-1. Called half hour later to be told by engineer he was stuck on a job and it would be given to another engineer. In contact with BT on and off but not getting any definites. Original engineer turned up a couple of hours later and did something to the socket in the flat then went out to the box on the street. A couple of hours later come back in saying fault on line and while most of this sorted out, they needed access to a communal cupboard which I didn’t have access to so an appointment would be arranged. Heard nothing back again the next day so contacted and was told nothing had been arranged. They made arrangements while I was on phone to come back and told me explicitly that I didn’t need to be in, that they needed access to communal cupboard and this would be sorted by them. Come home to find a missed appointment card (I didn’t have a missed appointment) and called and was told I’d have active services by midnight. I tried explaining situation to be told that the line would be active and not to worry. The line was not active the next day. Called back and was told that an engineer needed access to the communal cupboard, I explained the situation (again) and so a date was set for a week despite me explaining my autistic son was staying for weekend and the issues this would cause. The advisor did send me money to pay for a mi-fi device but the data on this was eaten within a night. Today was the date the engineer was sorting out whatever needed sorting in the communal cupboard. Had a number of missed calls (I was in training) and when I called back engineer said he couldn’t access my flat. I explained (yet again) that I was not asked to be in the flat, that they just needed access to the cupboard to be told that there wasn’t an issue with anything in the cupboard, the fault was within the flat (that the first engineer had come in and apparently sorted). He said to call BT and rearrange another appointment. I contacted BT and while helpful and friendly, the customer service advisor told me they openreach had me down as missed appointments and as such the next appointment they would be able to set was for the 27th (it’s the 11th today). Despite my protests, explaining that none of this was my fault, she was unable to do anything about it.

The issue has been poor communication all the way through, and to be told I’m being noted as at fault when I’ve been told I don’t need to be at the flat for the appointment is just plain ridiculous. As I think someone else said, one star is still way to high a rating for a shambolic experience - the only positives I can think of is that the customer advisors have been friendly enough but being friendly hasn’t got my service running.

Oh, boy, where to begin. One starring everything would be too much of a compliment. This company is a disaster, and cannot adhere to their own packages and promises. I have had nothing but issues with BT internet since I first achieved it. Packet loss, frequent disconnections, unexplainable cut outs throughout the whole neighbourhood. Sky seems to be the only internet near me which remains up when all others go down. I and other family members have rung up countless of BT support members, who ask us questions relating to the cloud coverage in the sky, wind speed and the atmosphere. They usually go on to say it is the clouds (even if there are barley any in the sky) or due to atmospheric pressure, then put the phone down apologising. Not a single inch of effort is provided during these phone calls, and the tone of their voice is depressing. For the people who we have had around, they do some tests, and at best have replaced our router to no avail. They get paid more than a practitioner and an NHS worker, for being incompetent, useless and sometimes even unresponsive. Any muppet can walk into a house, check a routers lights, then walk back out, where's the professionalism? There isn't any. Do not join this company with any packages that they offer, they are greedy liars and promise lies. They are unreliable and there are plenty of other companies whom offer a better deal in terms of speed and money.

shame there's not a zero as that's all there worth, disgraceful service, if you want to be online don't choose bt.
They charge top prices for rubbish service, and if you do get recommended to have engineer out to check equipment watch they don't charge you £300 call out fee.

Premium charges for unsatisfactory 'services..

Rubbish company, alot of hidden charges and when you asked them about all the charges and fees they will deny it and refused to give your money back. Dont trust this conpany! 00000000 star! Wont recommend it at all!