BT Home Broadband Reviews

Customer service is PANTS! Products are ok but if you have an issue you are in for hours of painful phone calls.

bt were very good but the last few months have been a nightmare they are over subscribed but will not admitt it

We had bt in 2014 it would not function properly from the day it was installed we persevered for two months constantly trying to contact BT's ignorant call centres that would say it's a line problem, let's try re starting your hub, we have an engineer working on it in your area. They actually refused to send out an engineer to our house despite numerous calls. In the end we were fed up and told them that their services were not fit for purpose to which they told us we could cancel the contract. The next thing we know is almost two years later out of the blue bt send us a bill for a years contract because we cancelled it. Went to the ombudsman and they were useless after investigating the matter for three months they told us that bt have to apologise for the time lapse without contacting us but that we will still have to pay the bill. Bt did not issue the apology to us but the ombudsman sent us a copy of the one that was apparently issued to them. Bt are a faceless, rip off, nightmare that will mess you around all day long especially once they have your money. They just want your money and once they have got it they couldn't give a monkeys.

I have no issues with my current BT set up it works fine. I am however changing my ISP because BT cannot solve issues(well my issue) without you having to to be called, or you call them, over 30 times and counting to fix something.

They lie

I have been told my issue is fixed 4 times. It has not been.

I have never spoken to the same person in customer non service team.

They lie.

They created a false account to supposedly fix my issue which they assured me would be deleted and then started to charge me for it. Oh! and they can't cancel it straight away for some unknown reason.

Some of there customer non service team are polite but most are rude and don't listen to you.

They call you back at the wrong times.

They cut you off.

They put you on hold for 10 minutes.

You try their live chat and they fix the problem. Yeah! Oh! maybe not. They lie to you saying your problem is fixed as it is still there the next day.

Have I mentioned that they lie.

They say your issue is now solved can we close the complaint. You say yes thanks for solving my problem. The next day the issue is still there. Never ever close a complaint until you are sure it is done otherwise you start all over again.

In the last couple of months I have spoken to BT more than my friends and family and my issue is not resolved.

If you enjoy pain in your life then sign up for BT broadband. If I could give 0 marks I would.

When my switch is complete I am going to smash all there equipment up and post it to them. Oh! and because it was a nightmare joining BT. I have 4 sets of stuff. They messed up my order so badly, they kept cancelling it and doing another order so I ended up with 4 sets!

BT are incompetent idiots.

I feel much better after that.

Ridiculous! I placed a Business order with BT over 2 weeks ago. When I was placing the order and they were agreeing to take my money they were more than happy to tell me that my order will be completed and fitted within 10 working days. So 10 working days went by and nothing, so I rang BT myself to find out what was going on and I was told they were waiting to do a credit check, so why did nobody contact me to do this, I had to ring BT myself to do the credit check, now all of that has been done, here I am again nearly 3 weeks later and I'm still waiting, i am literally on hold to BT while I am writing this review, the order has still not gone through. How ridiculous and disgusting is this that nearly 3 weeks after I placed my order that it still has not even been put through, this is an order for a business line, so the amount of money that is slipping by me because my customers cannot call or email me because I have no internet is ridiculous. I cannot believe that BT can be so unprofessional, especially when it comes to handling their business customers, how can you allow my business to suffer the way that it is and you are doing nothing about it. I cannot believe how ridicules BT have been, it's my own fault for choosing such a company

This is by far the worst company that I have ever dealt with.

Customer service pfft... to call this a service is an insult to any service people across the globe. Every time that I have phoned them they have been incredibly rude, dismissive and aggravating. If I could have given zero stars I would have.

Now I don't want to bore you with specifics of my case, so if you aren't interested skip over this paragraph. After BT hiked their prices again (the second time in 12 months) I phoned up to cancel, which they assured me would be free as they had broken their side of the contract. Lo and behold they tried to charge me the cancellation fee (oh sorry our prices are extortionate, please before you go we can offer you the absolute worst deal we have for double the money of our competition. Not interested? Well that'll be £31 for the privilege of taking your business elsewhere). I explained that they had broken contract so I shouldn't be charged, and they said that they had sent the letter out weeks before I had received it. An argument happened, they refused to do anything. Long story short I left BT (paying the fee). Joke's on them though, as a landlord I manage multiple properties, all of which used to be with BT; now none of them are. Was only going to change one house. Estimated loss to BT's business = 16 x 52 x 12 = £9,984 per year. Amount gained in cancellation fees 16 x 31 = £496.

Honestly even if they offered me the service for free, I wouldn't go with them. Not worth the hassle.

I would give BT 0 stars if possible. They have quite possibly the worst customer service team possible. After refusing to cancel my account they still continued to charge me up to 15 pounds per month for an account I did not want. I am unsure of this is borderline theft however I am appalled at the provided services: an email I cannot access, overly excessive monthly charges for a limited email account, no accessible customer services team able to cancel a simple email account.

DO NOT SIGN UP

I wouldnt recommend BT to anyone as they are very expensive and service is bad. Most companies are like this but to be honest they win the crown

I have had 3 engineers to look at my broadband. The first one said that rats have chewed the cables in the exchange and to fix the problem the road would have to be dug up. BT don't want to know, and their telephone operators are the most ignorant I have ever dealt with. Appalling customer service.

I have been a BT customer for only a couple of months and I have had the worst customer experience of my life. After signing up for their deal with a usage cap, I was unable to log in to my BT email account because of an error message, which meant I did not receive any emails about my usage. So my bill was £100 for 1 month. After wasting hours of my time on the phone trying to fix my email over 3-4 weeks they have still not fixed the error message. In the meantime I upgraded to infinity and the representative even said to me that it was the end of his shift as an excuse as to why his system was failing to accept my email address format when upgrading! In the end he was laughing at the system because he knew how dumb it is! The residential team even referred me onto the business team to fix the email issue, to which the business team joked back at me saying how dumb the residential team are at referring them on to the wrong team. In the end I have received a total of approximately 10-15 calls from BT some of which took an hour and my BT email is still not working. What a total waste of time!

The broadband speed is ok but everything else awful, avoid BT they will leave you feeling angry and annoyed and helpless.

A service I would not recommend to anyone in my right mind. Really early on we started having connectivity issues; the wi-fi would appear to be connected although there was no internet there. We have since started contacting BT. A nightmare to get to talk to someone but I guess that you would expect from a large company and it would be OK if you get a solution to the problem. However, the people in customer service although very polite they have been unable to identify the problem and provide a solution to. It has always been "turn your modem off, turn it on again, oh it is working now!". Has it been a faulty modem device issue from the very beginning? We will never get to know. The bottom line is that after so many phone- calls, effort to get help and patience no solution has been offered, bearing in mind that I wouldn't mind paying for a repair if someone would check and suggest a specific one. It is a very poor service provided whilst BT keeps increasing their monthly fee. Our connection to the internet is unpredictable, a constant on and off and nowhere to turn to for technical support. Please, do never choose BT!

I pay an increased price for fibre which I don't actually receive as I'm too far from the exchange. I'm still supposed to receive 10-12mb but actually get closer to 6mb on a good day. I paid for an engineer to move my master socket only for the speed to lower further. When contacting BT they inform me that any engineer visit is likely to charge me the call out fee again. Customer service is unbearably tedious and repetitive, to the point where I can no longer be bothered phoning. I've bought my own 3rd party router which has helped with reliability.

On most expensive fibre package - long term ongoing problems - impossible to contact and report problems (min 30 min wait on phone) resulting in very expensive and unusable service. Avoid like the plague.

Terrible broadband speed and customer service. Im tied in until Feb 2018. Are there any get out clauses?

Bunch of crooks. Been with BT for more than 10 years and I am paying close to £45/mth for my broadband package for nothing special. They have amazing online offers for NEW customers for half the price for the exact same package yet whenever I call their Customer Options Team to see if they are happy to offer me the same deal as a long-term customer, it is always a NO with no valid reason and best they can do is chop off £6/month. Big whoopee. They are happy to screw over existing customers and I are fed up of their conniving immoral ways and will be looking elsewhere.

As a student moving back home to my parents' house after completing my degree I was surprised to find myself charged with a £31 cancellation fee after using BT services for 2 years. My parents already use BT services at their home so I cannot carry the service to my new address and cannot change service providers as I am moving out. I was also asked to pay for the services for a further 30 days despite me not requiring internet after moving out. Last year when I rang BT I was told to ring back within 30 days of moving out to cancel the service, not that I need to give 30 days notice. Very disappointed with the service and, as a student, would rather not pay for internet in a house I am not living in.

Worst internet ever.
Connection loosing while playing fifa. Loosing points
Called several times to come to fix it and they didn't. We had an engineer scheduled and he didn't show up
Very bad
They incresead the rates after a few months

Worst customer service! Didn't get the guaranteed minimum speed. Not recommended! In the process of cancelling the service.

After seeing the advertisement with Ryan Reynolds getting wifi signal all over his house I thought BT would be good. They are not and on contacting them I was told that the advert was completely inaccurate. So I can not get access in my entire home. Its a small 3 bed detached.
I was told by the engineer to swap to wires in my master hub by removing the front cover. On doing this the insides fell out also.
I called bt as that should not happen as there should be clips holding it in.
BT said they can fix the box at a cost of £250. This was after hours of trying to talk on the online chat where they pass you from person to person and get you know where. Horrible company and I can't wait to be done with them.

I moved to BT infinity from Talk Talk as I was not happy with the service. What a mistake it has turned out to be!
Out of 10 and a half months of the contract BT have only managed to get the minimumum speed for 2 months. The rest of the time it is way bellow the minimum. I have tried phoning and web chats multiple times and no one did anything to improve it. The customer service is useless! Cannot wait to leave. Avoid at all costs!