BT Home Broadband Reviews

Completely mis sold me fibre optic broadband last year. Lied about the service altogether. Fibre worked badly for about a month after it went live, I complained. BT assured me it was just till they worked out what my line could handle etc and the service would steady out soon. NEVER happened. Eventually I lost all service. BT offered to send me out an engineer at a potential cost of around £150. Subsequently when i made a complaint they have lost any trace of me ever calling or complaining and are pursuing me for terminating my contract early. When in fact they failed to deliver the service. AVOID.

I wish I could give 0 stars..

We're paying top dollar for a cheap 'n' nasty "service". Unfortunately, Virgin is even worse - really abysmal reliability, fluctuating speeds, and tight limits on the quantity of data transmitted even on their "unlimited" tariff.
At least the BT service is consistently bad, with their DNS restrictions (easily circumvented with a VPN) and lack of customer support. They took three weeks to connect the service!

On the 8th August 2017 I ordered a BT Line, Broadband and TV Package. Initial payment was taken on the 8th August 2017 for this service, thus at that point a contract was formed (I do understand law).

The earliest date I got for installation of these services was 24th August 2017 which was already a long lead time in my opinion and about which I complained.

On the 21st August I got an abrupt text message that said "Your new appointment is 7th September 2017". There was no explanation nor detail provided, which in itself is an appalling way to treat Customers.

I then contacted BT Customer Service Centre (oxymoron right there) which I understand is located in Bangalore. Although they are polite and try to be helpful they are totally ineffective at resolving any issues and it just ends up being a waste of time.

In essence in my experience BT are a totally incompetent and useless Broadband provder, do not honour their commitments and have apallimg Customer Service. Avoid!

After not having WiFi for around 6months finally got round to ordering some, had to wait nearly a month for my order to get fitted, which I took the day off work for. To find out that on the day for it to be fitted my order had failed and I would not be getting my broadband today. I had not been notified of this!! The man on the phone then offered to to set it up for me again, I was then put on hold for a ridiculous amount of time to where I had to hang up. I now need to re order even tho I have no idea which package I went for and will not probably have to wait another month for it to get fitted!! Ridiculous.

Slow, poor support. Never listen and their speed tester lies! I get 0.15mbps in the middle of exeter in a modern house

We've had difficulties with our broadband service for almost a year. Every time we answer the phone the router goes off. Tablets cut off, desktop courts off, our sons UNI work cuts off, its a joke.
I have been told its because we have trees near our home, I've been told its because we have a number of devices in our home and my favourite has to be, its because of the wet weather. We live in Scotland for God sake, it always rains.
My recent attempt to have this sorted was 18/8/17. I was told what I knew, its either the socket or the filter. I was told I could buy a filter locally as they are fairly inexpensive and, if I know a local electrician I could get them in.
Eventually got an engineer appointment booked. I got two texts reminding me of the booking, and then a third to tell me my broadband was working fine now and the engineer had been cancelled. Yes, they had magically sorted the problem by doing absolutely nothing to rectify the phone cutting out. I phoned back and the appointment is back on apparently, but with a different type of engineer. Let's see where this goes.

I have the miss fortune to have changed my broadband supplier from Sky to BT...! I now wish I'd just signed up again with Sky.. but the fancy adverts and promises of fast speed lulled me into making the decision to swap provider. Since changing we have had numerous issues just getting the service up and running... and now the service is so intermittent many of the services I intended to use are redundant... Its the last time I'll select BT for anything and will change to another provider as soon as I can build the strength to go through another router/modem change!

Worst broadband ever. Their customer service is a joke. I have called them 19 times in 6 months its like they dont talk to each other as I always have to tell them the whole problem again. I have had problem after problem and its only been a year

Been a landline / infinity broadband / BT Sport TV customer for several years - on August 7th I renewed my contract on the strict understanding that I would be able to record BT Sport by exchanging my You View box for a You View Plus box. On that basis I was foolish enough to pay £208-80 landline fee 12 months in advance. Subsequently I have spoken to as many as nine individual BT employees in an attempt to resolve the recording issue by purchasing a You View Plus Box, quoted at £49 plus delivery. I have repeatedly been passed from person to person, placed on hold, hung up on, informed I need to also buy an additional TV package etc etc. Last night I again rang 0800 783 1401 number with the notion of either resolving the problem or cancelling my contract and requesting a refund. On this occasion I was kept on the line for one hour and 20 minutes while being passed to 3 different advisors, Chris in Doncaster, a lady and finally a Scotsman named John who assured me he'd have a brief word with his manager and get right back to me. 20 minutes later the connection was broken, leaving me absolutely fuming and my dinner burned to a crisp. Nevertheless, I rang 0800 783 1401 again this afternoon to cancel my contract but was persuaded by Amir Patel that the issue could be resolved, he would investigate and I could expect a call back in 30 minutes or so He said he'd generated a complaint ref No VOL013-235351101139 in the interim. Four hours later I have received no such call on either my landline or my mobile, both numbers having been supplied to BT. I have just called 0800 783 1401 yet again to cancel my contract within the 14 day cooling off period and to request a refund of the 12 months in advance landline charge which I am informed may take up to 7 working days to clear my account - took 5 minutes to leave my account. Ironically I also receive a BT bill yesterday and needless to say its also wrong. The left hand doesn't know what the right is doing resulting in disgusting treatment for loyal, longstanding customers. Never again!!

If I could give less than one star I would. This is the worst customer service experience I've had with any business. BT make mistakes, don't take ownership of those mistakes and lie to you. I have no other option of provider because BY have a monopoly on fibre broadband in the Catford Green development but their own systems don't recognise that they provide this so they just send you round and round in circles.

I would not recommend working with BY to anyone!

Very poor reliability and the customer service is none existent..

Our broadband service has been consistently bad the entire length of our contract with BT both excruciatingly slow and intermittent every single day. Faults never get fully resolved and customer service doesn't help with the situation. When we eventually moved home and didn't want to take BT with us we had to pay out the rest of our contract even though they had not held up their end of the contract. So basically the only person in contract is you not BT.

The worst internet broadband provider ever compare to virgin and seethelight. BT with his customer services officers are the worst in the business. I am paying £44.96 for phone and infinity 76mb. My internet is always dropping and the speed is rubbish. BT it has sent me 7 internet hubs and open reach engineers to try and resolve the problem. Customer services officers in Dakata are very rude and unprofessional. Sent email to complaint to BT over a week ago, a lady called Pooja ring me from India asking me for my full name,address, telephone without introducing herself, I have to forced her name out of her mouth. BT has refused to compensate me for the inconvenience and time taking off work . I will never recommend BT to anyone.

Worst internet provider I've ever seen, very poor service in addition to a total absence of customer service.

I think I can't find a worse service provider

Shocking. Cuts off every other second. Avoid at all costs.

My elderly parents live in a remote house on an Island in Orkney, Scotland. They have been through a tortuous year with BT as their "service" provider.

They have now been completely without a landline or internet for 11 weeks, let alone any chance of broadband. My father has been building a new house over the past few years next to the original croft cottage he owns. In November 2016 he contacted BT to ask them to move the line from the old house to the new house and was told this could not be done until February 2017.

The phone line then developed a fault around December 2016/January 2017 time and an engineer was not sent out until February. The engineer repaired the fault but would not move the phone line.

My father phoned BT again to be told that the line would be moved on the 19th May.

At this point, the "executive complaints department" took over following a complaint. BT then came back saying that my parents would need to register the new house as a different address, despite it being literally next door to the original house. Cutting this part of the story short, the planning department at the council agreed that this was not necessary.

The BT engineer failed to turn up on the 19th May, and my parent's landline and internet were both completely cut off by BT on this date. Since then, there have been 4 more arranged dates on which engineers were supposed to turn up but have not done so, with no notice or explaination.

11 weeks after the phone was cut off and the best part of year since my father asked BT to move the line and he is no closer to getting it sorted. The "executive complaints department" has been phoning my father on his mobile regularly but is unable to tell him why the engineers have not kept to their appointments or when they will actually turn up to fix the problem.

My parents have also been in touch with the Ombudsmen, the local MP and the local newspaper and are no closer to getting a resolution, which is why I am posting on here on their behalf (they have no internet to do so themselves!)

BT has a Universal Service Obligation to provide all households in the UK with a landline, even in remote parts of the country, and they are certainly not fulfilling this.

To have a working phone is a lifeline on a remote island as the mobile signal is not always great. My Father is in his 70's and my mother, her late 60's and are currently without any reliable way to contact the emergency services should the need arise.

Such a shame BT sell you a product then tell you two years later that you do not even receive the minimum speed because you do the speed checker and they tell you there is a fault. To add insult to injury they take from February until July after a second complaint made to get someone who speaks English to call you. No compensation! A 12 month offer on a lower speed ( because they can't supply the one they sold you in the first place) and when you call to cancel the bt sports (which was free to begin with) they make another offer which is good but no can do as we have already chosen to leave you!! A big fat con! Feel really cheated out of lots of money! AVOID

Lack of customer regard or care. Would not recommend to anyone wanting a land line and/or internet.
Recently, I got a letter from BT about our service, and when reading I found out that my mother's name was still on the bill, something I have trying to sort out for years, clearly with no progress. However two weeks ago something must have changed as when I woke on Friday 4th August, I found out I had lost all internet. As a business owner (hotel and restaurant) this is a major problem as I lost connection to all social media advertisement, but even more worryingly, all online bookings (resulting in me having to stop taking online bookings, a majority of my bookings). Customers and residents expect internet as it is advertised, so we had to apologise saying I will try and sort it out on Monday (with BT being closed after 5pm Friday until Monday). Things went from bad to worse when my son informed me that he couldn't phone us up. When enquiring further, I discovered that our phone number no longer worked (for no explained reason). I later found out the BT had changed our number without informing me. I was no a business owner with no way of taking bookings. Without internet, there is no way I can update my website or social media to my new unwanted number, and all my business cards have the incorrect number on. I had to last the weekend without any phone or internet connection (unable to take any bookings or get in contact with us for enquiries or reservation) hoping that it would be sorted by someone at BT on Monday. On Monday, I got in contact with a woman at BT and asked her to fix the change. I spent hours on the phone and made no progress. The next day I tried to get in contact with the same woman but it just rang through, no-one picking up as though she was ignoring me. As a result, I had to start the whole process again with another member of the BT staff. Once again, I spent hours on the phone (from 10 until 12:30) and made no progress. My wife then got in contact with someone else at BT, who promised to sort it out, yet we haven't heard back from him. I then recalled someone at BT and get through to another member of staff. This gentleman seemed to get really annoyed with me and was not polite at all. He told me that he would sort out the internet and phone problem in 24 working hours. It had now been 5 days without phone or internet, and was going to be a further 2 days. Any l business owner would tell you problems like this can put immense pain and stress on a business; financially, and emotionally. I waited 24 working hours, and still, no improvement. I recalled BT and when through the hours long process again, only to get told at the end that they would not be able to correct the phone-line and internet 'for at least a few weeks'. THIS IS OUTRAGEOUS! No small business can last weeks with no bookings, no reservations, and no enquiries. With a lack of customer service, or care and no-one from BT feeling any remorse, and worst of all, no apology for changing the phone-line and removing the internet with no warning, I would not recommend BT to anyone.

Look at all the negative reviews. All these people can't be wrong. And they aren't. AVOID BT. I have been trying to correct an overcharging error on my account since I joined 12 months ago. I have wasted hours and hours with BT and got nowhere. They are currently overcharging me by £100 and have disconnected my broadband despite being involved in a dispute resolution process with the ombudsman over this.

Their customer service is absolutely hopeless.

BT need to realise that there are a finite number of potential customers in the UK and once they have annoyed/frustrated/ripped off the majority of these, they will no longer have a viable business