BT Home Broadband Reviews

My parents broadband ceased to work. They sent an engineer who said he'd found the problem and fixed it, yet it still didn't work. He said the router was now at fault, they sent a new one, still didn't work.
Four phone calls later, and a day of my life languishing in English history, and they now say that we have WiFi, we certainly don't, and therefore there is nothing more that they can do!!!!!!.
Ridiculous outfit.

Shockingly rubbish rural service with indifferent customer service response (they just want to close any query/complaint instantly).... then they cut me off with no reminder. How do you start off with a monopoly on telecomms, yet end up so inept and hated

Nothing wrong with the product but the customer service is terrible. Constant calls back and forwards numerous complaints. Still nothing sorted will be going to trading and standards soon.

Terrible WiFi connection. WiFi is forever disconnecting for 5-10 minutes and is constantly lagging.

Do not have your WiFi from BT terrable service and staff misleading statement, useless company take your business elsewhere.

Honestly disgusting, I was mis-sold an unbreakable broadband package which was offered by BT to overcome my performance issues on their previous package, it has never worked. They sold me EE unbreakable which gives me connectivity when BT is down but EE is outdoor only in my area obviously I wasn't to know this as not an EE user previously I would expect BT to be checking this. I have made 30+ calls complaining to BT since January this year, atleast 3 times a month. I have been given 4 boosters one after the other to improve service (it hasn't) I have had openreach out, tube engineer out, engineers have told me they do not meet my speed promise and that the EE back up will NEVER work but will they waive the cancelation fee... What do you think. I have had complaint tickets closed when handing over to teams who will resolve my contract issues to avoid the 30 day threshold of free cancellation as part of their process, NOT because anything has been resolved. Honestly I am close to going prison for doing something I shouldn't when it comes to BT. THE WORST service provider in our country.

Totally disgusted and very UNHAPPY with BT horrible company!!!
My phone line never works they never help to fix it, I have spent hours trying to get through. When i get through its a complete waste of time because i still don't get help. Its very frustrating how they get away with such crap service. I cant wait to leave BT and suggest nobody use this company and save yourself a lot a stress and bad customer service and bad internet and phone service.

Even though my tech support experience with BT was a week ago it makes me angry to even think about it again and write this review, but people need to know how atrocious the tech support experience is with BT, so buckle up.

I had an initial engineer visit who identified a broken fibre component on the telegraph pole in the street. Another appointment had to be arranged for an engineer with a cherry picker van to reach the top of the pole - fine, BT booked this for 2 days ahead.

Fast forward to the day and I wait around all day for the engineer and they never show up, and I get NO notification or cancellation message. I call BT and managed to talk to someone who gave the usual platitudes and apologies and they book another one for ANOTHER 2 days ahead. Guess what happened?
NO ENGINEER SHOWS. NO NOTIFICATION OR CANCELLATION MESSAGE.

I decide to check the BT fault portal and it just says I told them the fault was fixed (I did not) and the appointment was cancelled. By this point I am furious, I have been lied to and had my time wasted again. I try to call BT again to find out what is going on and their tech support line now completely denies you any possible way of talking to a human, and it simply auto hangs up after a message and a text bot spams you saying it is doing some tests, (which are pointless because we're past that stage of problem resolution), and just BOOKS YOU ANOTHER appointment. I had to take a timeout at this point, I'm generally a pretty chill person but I have hit 10/10 anger/frustration.

After composing myself I try to find another avenue to talking to a human to get an explanation of what has happened, and some confidence that an engineer will show up.

I end up finding the web chat as an avenue to talking to a human. This process was also painful, having to reiterate the timeline of the issue with the customer support reps taking 5+mins for each response, and getting switched between 3 reps was tiresome. After an hour on a web chat, we get the booking for the engineer and their promise that the appointment is definitely confirmed and will happen.
Nobody offered an explanation for what happened with my previous 2 appointments, I had to get escalated to a manager and he eventually revealed that BT make appointments with Openreach and give them to the customer WITHOUT ANY CONFIRMATION FROM OPENREACH.
So in my case

1: An appointment was made by BT with Openreach
2: BT gave me the appointment date/time
3: At some point Openreach denied the booking with BT
4: BT didn't think to inform the customer and their shoddy automation just marked it as ME closing it.

Truly. Mind. Boggling.

During the webchat I raise a formal complaint, all this turned out to mean is I get an automated text saying
"We raised a complaint and agreed to keep it open until we resolved your query. If your problem has now been resolved, please reply CLOSE. If you're still experiencing problems reply HELP or call us."
That's not dealing with a complaint, that's dealing with a fault. Oh and you can't even reply to the text because it's a short code SMS :facepalm:

Embarassing BT, it sounds like some executive was hired who just heard that all the cool kids were automating stuff so they decided to force automation into every aspect of the platform without spending the time and effort to get it right.

So as a potential BT customer do yourself a favour and choose literally any other broadband provider. I've never in my life dealt with such incompetence from a tech support platform. I'm switching to Sky when my contract is up, BT could offer my entire 2 year contract for free and I would still switch because the stress is not worth the money.

Since merging with EE I’ve had nothing but problems. Internet just randomly cuts off,when it does work it’s very slow. phone lines very crackly can’t hear a word anyone’s saying. Constantly having to turn it off and back on again. I’m looking for a new provider

where to start, 2022 started having problems with broadband, numerous visits from Open reach, complaints to BT, still on going, now am at the end of my tether, last 5 mths useless, drops out all the time, if you contact BT every excuse going they don't want to know, spoke today with man called Anthony, so called executive, he admitted today he's not really, doesn't,t want me to go to Ombudsman, I have since discovered that lots of people around me have the same problem, apparently BT can't do anything until Openreach are involved, but they will not contact them on my behalf, so it is left to me, I understood that my contract was with BT but they don't want to know, will keep posted with updates.

Absolutely appalling. 3 faults in one month so far. Have waited in twice when no engineer turned up. Twice sent the wrong engineer (who didn’t have the right equipment for the kind of fault we had). Systems for appointment booking constantly down, the online chat is either AI or populated with people who have no idea what they are talking about. On the phone we’re told something different every time we call. We‘ve had more outage than connection, since bt ‘connected’ us to ‘full fibre’.

Been with them for years and price kept creeping up, up to £68. Decided to leave a few days before the contract was up, was told I had to give 30 days notice even though I’m not cancelling early, I’m just leaving as it’s the end of the contract, horrible, rude and unhelpful customer service, save yourself the hassle and don’t choose BT.

I would give -0 if i could , I am surprised how this sort scamming awful company still surviving , People need to stop bothering with this company anymore and look for other better providers who
actually know the technical faults , how to solve them within 12 hours , its been over 3 weeks and in portsmouth City area NO Crappy BT service and the people on the other side have skills or knowledge what they are talking about , DISGUSTING I|DIOTS.

Rude, unhelpful, late, poor workmanship, can’t deliver in the speeds they promise

It is a worst broadband. They are cheating costumers. Dont trust them. And comparing to other broadbrands the speed is very low

Their business practices are extremely dishonest if not outrightly fraud. They are the kind of business where you need to read every line of thousands of lines of TnC before signing the contract.

Used to be great but the last year has been appalling. Try and do everything but help. Paying through the nose for their service and end up with speed less than 1% advertised. Just don't bother with them.

Worst telecom company ever. We are moving out of town and have been told that we owe a £500 penalty to close our account despite being up to date on all payments? Outrageous! Virgin does not slam their customers like that. Once your contract ends I recommend that you choose ANY other provider in the UK (i.e., Orange, Telefonica, Vodafone, Deutsche Telekom, Telenor Group and Virgin Group). Or if you are looking subscribe, DON'T! They do not care about you as a customer and only want your money, and they will screw you to get it.

Awful, awful, awful.
The network is so unreliable, we had trouble with it and when I phoned to get it sorted they had tried to charge me extra £60 for apparently not paying 2 months. I’ve kept up to date will all my billings and subscriptions for this stuff. I find it absolutely ridiculous.
Don’t go anywhere near this company!!

Total joke I knew after 11/2 days so cancelled was told still need to pay £58 as in house I said put report in to offcom asked for name tried again reconnected AGAIN 36hours stopping at 31% THREE TIMES virgin uploaded at once.
Cancelled AGAIN got to wait 4week to return router.gonna call me in Three week to try to resolve DEFFO dealing with wrong bloke if they take me on.fitst thing you should do OFCOM THEN FINACIAL OMBUDSMAN take names and dates of callslasty small claims court.
SHIESTER COMPANY.NO STARS AWARDED