BT Home Broadband Reviews

Diabolical treatment of customers. Heed my warning DO NOT GET INVOLVED WITH BT. EVER. YOU WILL REGRET IT.
we moved out of our house 2 months ago I phoned BT spoke to (Sol) to ask them to cut off the phone the day we moved out, but when I realised it could be any time before midnight on that date hand to change it to the day before 2nd phone call. We have a period between moving out and we are not yet in our new house, BT (Kieron) advised me to put thing on hold as I would get a better deal as a current customer (FIRST LIE). Staying with relatives got an email as usual to "see my latest bill" I phoned to ask what was going on, spoke to 3 different people (Evette, Juliet, and David) who agreed I should not have a bill. And in fact THEY OWED ME £81.91 as I had been overcharged, for several months, I already knew that as my bill had gone up over several months from £42.59 to £65.98 but I couldn't face the trials of contacting BT. 45 minute phone call with David who said he would send me several emails with all the amounts I was owed which added up to £81.91 but he couldn't send immediately while I was on the phone because his "computer was frozen"! Ok 2 hours later surprise surprise no emails and no money back!
I'm moving and dealing with solicitors, estate agents and surveyors so didn't have time or energy to phone BT again for another week, till I spoke to Rose who agreed BT owes me £81.91 but I CANT HAVE IT BACK AS A REFUND BECAUSE THEY DONT GIVE REFUNDS! The maximum she said she could send was£16.95 but the rest had to remain in my account "in credit for when they start to bill me at my new house when I move in". Couldn't argue any more so left it at that. 2 weeks later another email to see latest bill online. For £42.56FOR WHAT!? Phoned them again spoke to Aditya, John, and Rob (in Newcastle) they all told me I hadn't cancelled my account, it was still running and they were providing a service. WHERE FOR? I DONT OWN A HOUSE!! my number does don't exist any more! Rob was very rude and said my case is being escalated to a different department and "someone"will phone me in a few days and nothing to do with him any more. It's been "passed on".
2 days later I got a text message saying they had tried to call me but "had not get a response". I had my phone in my hand at the time and it did not ring. 2 days later they did the same thing but as I answered they hung up on me. I have written a 3 page letter to their complaints department in Durham.
Please read about how BT treated me, scroll down and read how they treat 1,000's of their customers. But before you choose anyone else read their reviews as well, THEYRE ALL THE SAME!!! I was going to switch to Plusnet and their reviews are just as bad. There are not many choices in rural parts of the country so you are stuck. I am still fighting them and the ombudsman will take up my case next week as it will have been 8 weeks by then with no resolution. If you are trying to fight BT or ANY of them please contact the ombudsman they will fight your corner for you.
I can't leave no stars for customer service so have just left the lowest possible. Broadband speed and reliability ... I haven't got a phone line or broadband OR A HOUSE TO CONNECT IT TO SO that should be no stars as well!

I am fed up with giving hours of my life over on the phone to BT.

BT IS THE WORST COMPANY EVER!!!!!!!! THEY MADE US WAIT FOR ALMOST 3 MONTHS FOR INTERNET!!!!!!THEY ARE MAKING JOKES ON THEIR CUSTOMERS!!!!! THEY JUST TAKE THE MONEY AND NOTHING ELSE!!!
Me and my partner called in August at BT to install broadband in our home. The order we made was through telephone and the guy from BT said the order is done, we have to wait 3 weeks to get our hub and everything. When the day came, we didn't received anything. We called BT again only to be told there is no order in their system and we have to wait one month more. I am a student and I need internet everyday and my boyfriend is doing his work through internet so you see how frustrating that is. The people they hire for customer service are not capable to think, they are robots, they just repeat the same phrase again and again. They don't even speak english!!!!!!!! So here we are, after 2 months of waiting for BT broadband, after spending hundreds and hundreds pounds for internet cafes, phone data etc the hub finally arrived. When we finally thought we are going to have internet at home..it is not working again. We call them to see what is the problem and they tell us to wait a few more days because we don't have a phoneline in the house?????? They couldn't even check in their system this major thing???? After the engineer came and solve the problem, we called them again and again only to be told...in final stage that the hub is not working properly and we have to wait 1 more week to receive another one... THIS COMPANY SHOULD NOT BE ALLOWED TO WORK IN THIS COUNTRY!!! IS THIS LONDON????? HOW IS IT POSSIBLE TO WAIT FOR 2 MONTHS AND 2 WEEKS FOR INTERNET????
TRUST ME, DON'T YOU EVER BUY ANY SERVICE FROM THIS DISGUSTING COMPANY!!!!!!!!

This company is such a flaming pile of rubbish that I do not even know where to start. We ordered our broadband 5/9/2017 and today a month later nothing has happened. An engineer came by to set up our phone line which doesn't work and has at no point worked. He told us they would be back to set up the broadband and never contacted us again. We have spent over £50 on phone calls trying to reach BT's impenetrable "customer service" 3 times a week for the past month trying to chase down our order to see if any developments are taking place. We have been redirected countless times and told that we would receive a phone call from their offline specialist team over and over again (countless times). We have received one phone call from the offline teams which came two weeks after we initially noticed that something is not right. The offline team couldn't help us at all and made us wait over 7 business days for their follow up phone call only to be told that "our phone line is already working" and that they cannot find our address on their database to organize the broadband over. There seems to be no consistency in their company-wide customer service as every time we called confused wondering where our broadband is, no one had any idea what was going on with our case, forcing us, the customer, to explain our situation to countless customer service agents over and over again. This company had the audacity to shamelessly take 7 business days "to get back to us" every time we called to make an inquiry on our order, and insisted time after time that our totally functionless and mute phone line is working, even after we BOUGHT A PHONE specifically for testing our phone line. This company COULD'VE been honest with us from the beginning and told us they cannot deliver us services as our address doesnt exist in their database. BUT NO. This company COULD HAVE some sort of basic "high priority" policy for customers that have had their unresolved case dragged out for weeks in order to speed up the process. BUT NO. This company COULD add details of progression in their customer service systems so that when we call, our server could easily check the developments of our order on their on systems. However, this utterly disfunctional and unacceptably disrespectful scam that BT calls a "company" has failed to do any of the above, or anything else for that matter to assist us. Even on our final phone call to them which cost us £8, the customer service agent had nothing else to say besides "why didn't you use a phone box to call us to avoid spending so much money?" We have finally cancelled our order and are absolutely mortified over being totally scammed and had our time and money wasted for an entire month. Now we are eagerly awaiting our refund which will hopefully arrive in "5-10 business days".....

Please avoid this vile company like the playground.criminals in suits comes to mind. My bill doubled over the last two years,when confronted they came back with a cock and bull story.The TV package broke after a few month I never used it,never use the landline,and the broadband was average.you just get put through to a call center and my god can those people lie.shame on you BT for misleading the public and robbing them of their hard earned cash.Total disgrace the of you.

DO NOT GO WITH BT!!
We set up BT and the extras that came with our package (bt sport and BT player) didn't work! When trying to contact them we were made to wait 3 hours and after demanding to speak to a manager we were told someone would contact us back. No one called us back and after attempting to call them back a further two times we remain unable to get through to the manager and the problem still remains.
WHATEVER YOU DO DO NOT GO WITH BT!!!

good speed when it works. wifi frequently drops connection. tv box (connected via ethernet) also losses connection. wifi signal poor even in next room (despite saying it's the uk's most powerful router?!) customer service is truly appalling

This internet connection is payed for. Why doesn't it work reliably? An advertised 2mb/s connection repeatedly cuts to nothing! Unacceptable! I can understand that it ight slow during high traffic but his is 4 am in th morning, the infrastructure doesn't dissapear overnight and there is no excuse for denial of service. I am actually having to use my mobile to submit this because your pathetice internet has entirely cut out while my lan amd modem are still fully functioning. wtf

BT are saying that they won't honour their £50 cashback as there is something on my browser that ensures it goes through EasyFundraising.

EasyFundraising is a free service that allows charities and good causes to raise money when their supporters shop online. Businesses such as BT sign up to donate a percentage of the sale to charity. I donate my percentage to the MNDA as my aunt died of Motor Neurones Disease last year.

It seems really underhand that BT would try to use this loophole to prevent paying out to customers an agreed amount of cash back. I clicked on the link on the MSE Newsletter dated 15 Mar 2017.

none

Recently, I chatted with BT to ask some information regarding their services. Every time I tried, they refused to provide those information and they tried to push me to subscribe a contract despite I did not want to. I explained I was just looking for some information as I was going to move to a new home 2 months later but, eventually, they convinced me to subscribe a contract stating prices will increase and promising me I will not pay any money until the activation date.

Further to that, I tried to postpone my activation date but, despite this changed on their website, I did not receive a confirmation and I decided to contact them. They assured me the activation was postponed but, when I messaged them on Facebook, they told me it was not.

Also, I discovered they issued a bill and started debiting before the service was activated. I chatted with them but they refused to deal with my complaint and transferred my call to people who transferred my call to other people and so on. Every time, they just told me: "Please, ignore the bill". Of course, as I did not want to pay for something that has never been activated, I asked them to cancel my order, close the account and cancel the bill. They cancelled the order but my account is still open and there is a message stating I will receive my first bill.

Despite I have chatted and phoned them many times explaining this situation, they refused to deal with it. They told me my account is closed when it is open and I can access to it. They told me I will not receive any bill when there is a bill in there with my financial details. They refused to put this in write so I formally complained without receiving any reply.

Their customer service is shocking and they provide different answers every time. They do not accept or deal with complaints. They charge people for service never activated. I do not understand how they can still be able to trade.

I've never written a bad review before, but honestly this whole saga has caused us so much grief I had to. BT have been the most incompetent company I have ever had the displeasure to deal with.

We called up when moving house to upgrade to high speed fiber and set up the new address, we were told there was an available line and calling in advance we would be ready for moving in day.

This date came, nobody arrived and upon calling we were told the line was unfortunately in use, informing us they can't kick off the non existent other person so we have to pay to install another line and had to wait for an engineer. They told us the date we were supposed to be set up and even received a confirmation text that our engineer was arriving.
Seeing a BT van on the road with a man looking confused I went outside and spoke to him. The engineer was only there to install a line outside, I spoke to this man who was confused with conflicting information and after several calls it turns out we hadn't been informed our account was on hold, despite confirmation that day and they had the wrong property details due to the initial person who set us up writing our details incorrectly. Since the engineer was here he checked and the line which was apparently in use was perfectly fine and only needed to be turned on. He also informed me that if someone had left the line open they can infect kick them off, he had no idea why I was told that and he didn't understand why BT hasn't just turned our line on.

When calling up to sort this issue we were told we had to wait a further two weeks so they could send out an engineer to turn the line on. Two weeks past, nobody arrived.

We called up to sort out the issue, we were promised a months free broadband for our troubles and told they didn't even have an order for another engineer, and would have to wait until tomorrow so they could find out what was wrong.

We called back tomorrow to sort out the issue, they told us they never give compensation and cannot authorise a months free broadband. They told us we could intact get an expidited engineer as we have been waiting so long.

Nobody came, we rang up, they informed us the order for an expidited engineer was rejected, despite recieving confirmation. They put in another request and we had to wait a few days again.

Of course this was then rejected again, we were informed expidited engineers only get out through if the delay is their fault. Which it was. The customer service representative apologised but said the earliest we could get set up was the 7th of October. We put our application in on the 18th of august. We respectfully asked if we could cancel our order and moved to a different service provider, plusnet.

We receive a bill for £500 early cancellation fee of the broad and
I we never got to use. We call up and they agree it must be an error, which is still to be rectified as we are still recieving bills.


Our plusnet was supposed to be turned on today. We call up, and it turns out BT have disconnected our line! You've cost myself and my partner a fortune in mobile data & stress. Thanks BT. BRILLIANT SERVICE.

the singularly most unashamedly useless company i have had the displeasure of being a customer of largely because no one else would provide broadband in my rural patch. their customer services is diabolical and at one stage they left us for 7 days with no telephone line or broadband and then hiked the tariff. i am finally rid of them but the new provider was left stranded as they could not access the exchange open reach cabinet. cant even say it was a good riddance!!

Had a terrible time with BT and have been a loyal customer for years.

They offer such enticing deals to new customers "cash back cards!" "free installation!" but when you end up out of contract and paying £40.99 for 12MB broadband and they offer you a subpar deal compared to new customers I thought it was time to leave. I made arrangements for NOW TV to take over the line and everything looked like it was working fine until I was informed by NOW TV that BT had cancelled the order mid process because I had asked them to...?!

Was then without broadband for 4 weeks and spent over 4 hours on the phone to BT to try get it fixed. 3 engineer visits later (first they sent a telephone engineer to fix a broadband fault, then they cancelled the engineer at 5.45pm when i was told to wait from between 1-6pm for the visit and finally on the third visit after 3 days off work and another 2 hours on the phone, they got it working again. FANTASTIC my 12MB overpriced broadband is up and running again.

So...

About 10 different BT representatives some of whom PROMISE to call back on XX day and never do or text saying will call in a few minutes AND NEVER DO.

Over four hours on the phone to BT via India, Cardiff, Newcastle you name the location... I've been on hold there. Being forced to listen to their infuriating on hold music.

3 engineer visits to fix the problem and THEY STILL cant tell me what the issue was. All the time they are direct debiting my account for more money.

The compensation?

£60...
£10 for each missed engineer £20 for not having broadband for a month and £20 as a "goodwill gesture"?!

Id love to leave them but Im scared they will pull the plug and leave me without broadband again.

BT ARE TERRIBLE PLEASE AVOID! AVOID! AVOID!

Would not pay BT customer service with washers they have NO COMMUNICATION AT ALL. We have been with them 15 weeks, without mobile service for 2 weeks as they cut my husband off for no reason, forgot to port our landline number from previous provider, we had 2 different temporary number am took 1 monTh to sort it out, not had a correct bill for 3 months STILL TRYING TO SORT IT OUT

Please listen to the reviews on here and do not make the mistake of signing up for BT broadband - it is truly terrible.

Moved over from TalkTalk, thought it couldn't get any worse, turns out it does.

The expected speed for fibre optic broadband in our area is approx 33mb/s. I have just performed a test and currently have a whopping 0.29mb/s. I understand speeds can vary but this is at 1pm on a Tuesday afternoon..

When contacted BT all they can offer is an engineer to come and assess the line at a cost of £130 because their 'tests' show its a problem with the part of the line I'm responsible for...convenient. I was getting speeds of 15mb/s with TalkTalk only last month so have difficulty believing their opinion.

The customer service is terrible and the speeds are worse.

Avoid.

This rubbish and worst company even not deserve one star. I have applied broadband at dated June 03, 2017. Even after passing 50 days, i did not get internet and at dated July 25, I have requested to cancel due to no longer required. I explained the reason to one, then he transfers to next then transfer to next. same reason I explain to everyone and line dropped. then called back and again explained to 2-3 staff members then again line dropped. no one called me back. then I traveled outside country and I received bill coz the line was not being canceled. so far today as of oct 2, 2017, after passing 4month, I have called more than 15 times, spent more than 3 hours in call holding/talking and up to today I am not able to get rid of this rubbish. one says the service is being canceled, the other says not canceled.
is there any senior staff of this company looking this review or we just wasting time to write this review.

Bad Connection. Rude customer service.
Never again.

No internet for a month. Bt keep changing the date to repair. Not interested in their customers at all.
Customer service what service.
Come on get your act together and listen to your customers and start acting on delivering.

Premium prices for average service!
I'm writing this review in regards to my parents, my first complaint goes back a few months, where they were sold a ridiculous package by a pushy salesperson, My parents are in there mid 70s and don't really use the internet that much, but they were still recommended a premium product which made there total monthly payment around £60-£70 per month. I was absolutely livid when I found out that these companies push there product on pensioners who don't really know better, and to be honest the internet connection was not that great.
Recently I spent a few days trying to sort this out, my parents are from an age where loyalty is rewarded, and have been with BT for 45 years. After numerous calls and being put on hold BT finally offered a £5 discount per month...
I'm not sure what planet BT is on but I have now changed them to another provider who delivers a better internet service but the bills are coming in at around £22 per month, a massive difference.
I can't recommend BT, and find them to be just a bunch of cowboys living off a past reputation...

STAY AWAY FROM BT THIS IS THE WORST PROVIDER OUT THERE