BT Home Broadband Reviews

never never go with bt its for low life people dont let thelis fucke r fuck u

Bt tv new set up. Who thought this new way of using bt tv was better. It's rubbish. You can't see information as it's put up over last program watched. It's defiantly !!!! Not easy to use. Having done survey regarding all aspects of bt tv I think it's taken a backwards step.

What an awful experience, moved to a new build with BT as the only provider. I had no choice to switch from Virgin super fast broadband and great customer service to over 6 weeks wait for a phone line and cancelled broadband orders. I have such low expectations I am waiting another 3 weeks before complaining again. Never go for BT

Poor services plus price increase without any confirmation.

Hi,

The complaint is about a 12 month contract which I signed in dec 16 for £17.50. In Dec 16, I was planning to switch to Virigin and your representative convinced me that even I would be £2 extra against Virgin for there 200mb but I would get a better speed. Since last whole month I have been receiving 8-14 mb instead of 76mb.

In last 2 months price has increased to £20 further gone up by £2.5

On top of this crappy service a price hike without any confirmation.

Muhammad Farrukh

I've been with BT since December 2012. It took them 7 whole months to finally spot and fix the problem with a brand new line. Crackling noises in the voice line, intermittent disconnection in the internet line.

Since 2013 I had to move house twice and obviously had to transfer the service. The whole transition was just a nightmare with the customer service being the worst by far in the planet!

Lately, I requested the existing line to be transferred from my wife's name to mine. They treated that as a new account, had to cancel the existing services, reactivate them under my name. How stupid that is?

And on top of that, they gave me a new phone number; they never have told me that is was part of the procedure (although it was supposed to be just an account holder change) and had to request renumbering after the new phone line activation. That task is supposed to have been completed within 24 hours. 9 days later and 4 live chats with CS, renumbering has not been completed yet.

Conclusively, the service from the technical side of view, once set up correctly by their side, it works fine. But that could take ages with a customer support like this!!!

I can't believe this company exists, totally incompetent of communication both between departments and with the customer. Ordered broadband and BT Youview to a property that already had a phone line in place and 8 phone calls, empty promises, missed deadlines and over five weeks later they had the cheek to send a bill - UNBELIEVABLE!!!!!!!
Finally gave up and anyone will be better that BT - a cheek to hold the title "British" when all you get is Indian Customer Services.

Nothing but issues! BT have cancelled and re-issued my landline & broadband order 9 times in 6 weeks and it's still not working! Numerous conflicting texts & calls from BT who are no help - I certainly don't recommend them and will never use them again!!

I wish I'd read these reviews before switching. We've had the contract 8 months now and the internet has never worked properly. It cuts out at least 10 times a day, it just drops out for no reason. It's meant I can't rely on working at home, we can't watch netflix in the evening, or anything internet related. I've called repeatedly and been told unhelpful tips (like that the only way they can guarantee a good connection is if we plug into an ethernet cable. In 2017 you're telling me you can't provide WIFI???????? ), or have said they've fixed it when they haven't.

We will definitely be switching as soon as our contract is up. Never go with these guys.

BT is the worst internet provider by far. The speed is very poor, price is astronomical, customer service is non-existent. I repeatedly asked for unlimited broadband which was not put into place resulting in huge bills. Do not use BT. It is a complete rip off & they over-charge unsuspecting customers. They had agreed to compensate me for over-charging me but I did not receive the refund and then they said they would not honour the agreement. Good old British Telecom!

Just had to renew contract with BT. My old bt 3 hub is giving trouble . BT agree it is faulty, it works for a while then just goes dead. Reboot and its ok for a while. Bt won't change it saying it is out of warranty although they still accept full payment each month. So I must enter a new contract. Where I live the only other gang are those that can"t speak decent English, not even their sales team. So I'm stuck with BT !
After much time spent on the Phone a new package was agreed, confirmed twice verbally, even confirmed it was being recorded, then confirmed by email and low and behold Bt had changed the deal. Back on the phone. No I can't have that deal, it was wrong what the salesman told me, It now costs £8.99 more. BT claim they can back out of their agreement in the first 14 days. Like I said I'm stuck with them. Won't send another Hub lest I go through all those hours of convincing them it faulty after my new contract starts tomorrow.
At least they speak English even if it is with "forked tongue"

I Cannot believe how bad this company is. I came to this country not knwoing much about the competition but speaking to BT, they gave me all the possible good vibes about using them and i signed up with them. in my first year, I was horrified and terrified by the bills and their AWFUL AND DIABOLICAL customer service. every single call that I have made to this company was over an hour, wasting my time and at the end of the call, you feel brain dead because the customer service people twist their words and statements so much. I would recommend NOT TO USE THEM WHAT SO EVER. i can go ON AND ON about them but I can't be bothered to waste any more of my time and Google's space for reviews.

Abysmal. "Service" provided a week late and then the speeds are appalling. These people are clueless.

Broadband regularly drops out on both streaming tv channels and internet browsing.
Repeatedly talked to BT and nothing is different.
Will pay more and go to Sky next time around.
Pathetic service for 2017, like BT is stuck in 2000.
Inconsistent customer services.
Inconsistent sales team and my service is worse since going through the renewal process.

Poor wifi connection. Horrendous customer service. Unable to get out of contract, although I've only have 10 days service, as Ive been told countless times today that its 14 days from when you sign up and not from when the service started 10 days later

broadband good fast speed etc, TV nothing but problems, keep losing channels and can't retune normal TV eg itv2. Switched from Sky big mistake on my behalf, will be going back January 2018. Only had Bt TV 3 months and had more problems with it than in that time than 20yrs with sky. I'm sure Bt have plenty of satisfied customers but sorry not me.

broadband good fast speed etc, TV nothing but problems, keep losing channels and can't retune normal TV eg itv2. Switched from Sky big mistake on my behalf, will be going vacancies January 2018. Only had Bt TV 3 months and had more problems with it than in that time than 20yes with sky.

broadband good fast speed etc, TV nothing but problems, keep losing channels and can't retune normal TV eg itv2. Switched from Sky big mistake on my behalf, will be going vacancies January 2018. Only had Bt TV 3 months and had more problems with it than in that time than 20yes with sky.

Awful provider, I just got off the phone to a customer service agent, the outsourced team in India were more polite than this lady. I was patronized and actually felt guilty for contacting them despite having snail broadband speeds. Come contract renewal, I will never use BT again.

since signed up always been a very poor services !
and today teopping conection every minute

Below I have listed all the points and issues that have arisen since the 29/11/2016.
• Phone call made to BT on the 29/11/17 to explain we needed to move our business
• I was passed to 3 different departments in which I had to explain in full each time
• I was told someone would be in touch regarding the order (BTAARP061-1)...this didn’t happen
• I made various call again having to explain what I needed, I was told the wrong service and equipment had been ordered but a project manager would contact me to handle the full move
• Mr X from the business movers service team phoned and told me he had been assigned to look after the move and also comply with the “best practice steps 1-5” (if you need it I have an email listing the steps
• The first thing he did was cancel the previous order as it was all wrong, I had an email on the 08/12/16 confirming this had been cancelled, the new provisionally appointed work to be carried out date was 19/12/16.
• I was told someone from BT cloud phone would be in touch to progress with the order
• MR Y emailed me and I quote “I have now been informed that the order that sales had placed for BT cloud phone was incorrect and should have been for another BT product, cloud voice” as you can imagine alarm bells had started. “ I do apologise on behalf of the company for these problems, but trust that this will now be resolved by sales in conjunction with the BT movers team and the Cloud voice team”
• I never heard from MR Y again
• I received an email on the 09/12/16 from MR X stating order BTAARP06 was now complete and hoped I was happy with the service? This order had been cancelled and was never completed.
• A new project manager had now taken over MR Z, he contacted me over the phone and said he had arranged for MISS D to meet Myself and the other director onsite to start the full order process again as it was proving impossible to arrange over the phone
• On the 12/12/16 MISS D attended our new property at 13.30pm
• We explained the shambles that had happened previous and stressed the point over and over again that we needed someone to take full charge of the order and arrange everything without us having to make constant calls and do all the chasing, our business depended on it
• MISS D told myself and my partner that we didn’t have anything to worry about, she would arrange everything and the process would be very smooth, our full system could take up to a max of 60-90 days however she would arrange a temporary solution that would enable us to move into the new premises early January 2017. She also expressed her apologies for the way the move had been dealt with to date.
• In MISS D proposal email I quote the following paragraph “I would like to highlight the strengths BT has to offer you. We have involved in the installation and commissioning of similar projects for many years and have an unmatched record of professionalism. Our local engineering team will endeavour to complete your installation with minimum inconvenience, as we understand the need for continuity in business
• If this paragraph had been adhered to I would not be writing this complaint
• Engineer booked for 19th of Dec, ORDER NUMBER xxxxxxxx
• Email on the 18th Dec stating work to order number above had been completed-work had not even started
• Engineer cancelled on the 19th rebooked for the 23rd of Dec
• Our works Christmas function was due to take place on the 22nd of Dec 60 miles away from my office
• I didn’t attend Christmas function so I was able to meet the engineer the following morning
• Engineer arrived on the 23rd and said he wasn’t sure what the job was he was supposed to be doing, I tried contacting MISS D but to no avail, he contacted his department who then confirmed the job couldn’t be done as the line was coming from the wrong exchange, engineer left and said job would be rebooked.
• I was then sent a fine of £130 plus VAT because apparently I didn’t meet the engineer on the 23rd of Dec
• Work was then booked for the 9th of Jan, when I called to confirm this I was told the case was unassigned and no engineer was booked in, I was also told I was waiting on a call from another project manager
• The new project manager was MISS L who I explained everything to and also sent the conversations that had taken place with MISS D, Again I was assured everything would be taken care of and I had nothing to worry about
• At this point various text messages had been sent to MISS D with no reply, I have attached the messages as proof
• Engineer arrived on Tuesday the 10th of Jan, exactly the same thing happened. Wrong exchange and no one could explain what was going on. Again the job had to be rebooked with open reach, open reach blamed BT and vice versa.
• I have emails from MISS L assuring me open reach had sorted the issue with the exchange and 100% the engineer will be able to install the temp line on the next visit
• Engineer booked for the 13th, this was then cancelled by either BT or open reach and re scheduled for Monday the 16th
• GUESS WHAT?.....wrong exchange again! We have a voice recording of exactly what the engineer said and admitted the job was a complete mess! Please let me know if you wish me to send this to you.
• At this point MISS D had not been in touch
• Engineer booked in again for the 19th of Jan, finally after 4 attempts the temp line was installed
• Another project manager then called me stating she was taking over to assure things ran smoothly from this point on her name was MISS P....I explained everything again in full and reduced myself to tears on the phone pleading with her to make sure it happens, she stating she was going to look into everything for me and call me in 2 days time to update me on the full project, she couldn’t have been more sincere. Is this something BT do as part of their training? A course in how to become a pathological liar?
• I never heard from MISS P again.............
• I asked MISS L to contact MISS P for me and ask her to get in touch, nothing ever came of this
• Engineer booked for the 20th of Jan to install the broad band I have an email from MISS L stating the engineer will visit between 13.00-18.00pm, I cleared my diary and waited at the office from 13.00 – 1600pm, I contacted MISS L as I would have usually had a call or email from open reach confirming the job. MISS L told me the work had been already completed offsite at 10.30am that morning. When I said I have been waiting all day her response was “it’s not uncommon for customers not to be informed” so this was yet another business day wasted waiting around for BT
• 24 January the case was moved across to MR M, I had a phone call with him and MISS D was in the background so she could hear the conversation, he again apologised for the issues we had faced so far. He listed points of the project for the next stages.
• PSTN installation for the 25/01 was booked in as we had received email confirmation = MR M said he could not find that on the system but would look into it. The installation didn’t happen on the 25th but 2 weeks after this date.
• Project Manager to the lease line order was MR J = the only person other than MR M who has kept to his promises
• MR J sent the equipment for the system i.e phones and switch
• Engineer booked to come and install the equipment 16th of Feb, engineers words “sorry love I’m snookered I can’t do this job” it turns out vital equipment was missing of original order the firewall and sisco router. Engineer spoke to MISS D on the phone and explained the problem, MISS D said she would look into it
• MR J contacted me and said we could install the phones ourselves if we wanted to take the risk without the firewall, because we were running out of time we agreed and spent the rest of the day doing the job the engineer didn’t
• I spoke to MR M ref to the equipment that had been missed and yet again delayed the job by a further week, he arranged for MISS D and his IT man to come to my office and install the firewall and we wouldn’t be charged
• The sisco router was sent by post to us and an engineer was arranged to come and fit it on the 10th of Feb
• The company who came to do the CAT 5 cables arrived on the 9th of Feb, the man who came stated he couldn’t do the job as BT had only put the job down as 1 man when actually it should have been a 2 man job, I literally had to beg and thankfully he did the job and completed it on the 10th of Feb
• Engineer arrived on the 10th to fit the sisco router and stated the cabinet that was ordered was to small and it wouldn’t fit inside so it is currently on the floor. Please see attached photo evidence of the system and the way it has been installed and left
• I have requested the correct cabinet but I am still waiting on the outcome
• Our phone system is still not running correctly and one of the cloud phones doesn’t work at all, we are waiting on a replacement to be sent
• We are now 101 days in since I first contacted BT to move my business and we are still not 100% up and running
There is more that could be added to this complaint but because I am unsure of dates I haven’t included them, however I can assure you hours of valuable time have been spent on the phone achieving absolutely nothing and going round in circles. I have been running a sales business for 8 years and I have never come across anything like this, the incompetence of the sales staff is astounding and frankly if they worked for me and treated my valuable customers in the same way they wouldn’t last 5 minutes.
As you can see, your company has let Mobility Connect LTD down in every way imaginable. It has caused unbelievable stress on the business at a time when we should be enjoying the growth of the company and moving to new premises, instead we are stressing over BT’S incompetence. 1 STAR IS VERY GENEROUS!!!!!!