BT Home Broadband Reviews

Shocking service! The worst customer service! Past from pillar to post, left with no phone line for 3weeks and each time given a different excuse!

The worst service I have ever had both in terms of customer service and broadband. Their staff are rude with total disregard to customer service and lack even basic customer service skills. Stay clear of this company. I had the broadband service installed in Jan 2013 and it never worked properly even for one day. Frustrated with their incompetence and total disregard, I switched to Sky in Aug 2013 and have been happy with broadband ever since. BT on the other hand, instead of apologising and refunding the bills that i paid for the services i never received, they are chasing me for terminating the contract early. Pathetic, absolute disgrace they are - stay well clear - be warned!

Unbelievably contemptuous company that could not give one stuff about its customers. Just joined them and immediately had a price hike. Yes I can leave but what a way to do business.
How can Ofcom allow this company to trade when they openly brag that "We can change any prices and terms during your contract"???? Totally unfair contract term. Absolutely disgusting way to treat customers one month into their contract.

Very bad bt just not care unhelpful on the phone. 6 hours on the phone. Stay well clear if you can ! Very bad service. They have the monopoly on phone line !

Useless support, MY Broadband along with telephoen has not been working for a week. An engineer wroked out thata cable was broken 210 metres from my property but closed teh job as "fixed", When I chased apparently Bt have been calling me on my landline - yes the one that is not working to discuss the fault and I am now told that they can not fix the problem because there is a problem in their data base with my address - even though an engineer has already made the diagnosis.. What a complete and utter waste of time

Its a shame there is no option to give zero stars to BT.

What an utterly awful company to deal with!

No internet for over 2 weeks now and every time I call its the same pointless process over and over again.

They send engineers who never turn up, try to charge me for their failures and waste hours of my day every time I deal with them.

Please do yourselves a favour and DO NOT USE BT for anything

This is the worst Broadband / Tv package deal I have ever owned. I have lived all over essex ( also in the wild wilderness) and received a must faster, reliable and pain free service. Please do not be fooled by the cheap price of a package deal. Save your money and use carrier pigeon, even an untraine done from leicester square as you will have more chance of that working than what BT are installing. Honestly the product / service / customer care / attitude towards a bad service is absolutely terrible.

I would NEVER recommend BT. They have the worst customer service I have ever experienced.

I have been dealing with a complaint from the moment I was mis-sold and misinformed at point of sale.


This complaint has been running for 4 month with having over 20 conversations with different people to then be told that I has been LIED to and to resolve the issue was give a poor £2 discount on my rate and a refund. I was then told that the discount no longer applied as the BT rates are going up (which proves that they have no customer loyalty) and that the refund that was MEANT to be credited to my future payments was also a lie. Every single word that has come from BT has been a lie and still now trying to resolve.

AVOID AT ALL COSTS!

BEWARE Cessation Charge when you leave £31.00. Also they increase the price every quarter. If you like being taken for a ride and don't mind them withdrawing extra money when they feel like you'll absolutely love this company. OH not to mention customer service, I've had two investigations to listen to my previous phone calls when the Indian service department were ripping me right off. Never got any money back. I'm never having installed broadband tv or phone line in my house again, I'll just stick with unlimited data on my mobile and stream to my t.v. good luck.

Worse experience with broadband ever!!!! 3month waiting for connection line. Promised conection date moved again. Very long wait for engineer visit.If had been given a choice would not had them as my provider, but its the only provider at my post code.

Absolutely Abhorrent service, broadband cuts out repeatedly, customer service are rude and unhelpful and have no idea what they're doing. You get passed from pillar to post. Don't do it.

No Problems with the broadband.
Changed the terms 3 months in to contract upping the price.(annoying but they can do that) I invoked cancellation they cancelled it for the wrong date. apparently to cancel the cancellation it takes 24 hours. Sounds dumb and i have to call back to re -cancel. Sounds really dumb from a big firm like Bt.

Having been a (overcharged against the market) customer of BT for 20 plus years, my 73 yr old mother has been told it is £30 to leave their broadband and phone service. And absolute disgrace, not in the terms and conditions when she joined, and pathetically explained as one part of BT has to charge another part of BT to disconnect at the exchange. This is effectively restrictive practice. An awful company that treats customers like numbers, not human beings. Avoid them at all costs. Not surprising that ofcom are forcing them to drop line rental prices, they will rip people off for as long as they can without legislation.

I am absolutely disgusted with the customer service at BT. 1 hour 4 minutes on the phone transferred to 5 different people to be told despite being within my 30 day cancellation period due to price increase, that it doesn't stand as I have to give 30 days notice or transfer to another provider before the 30 days are up!! Which for me, according to the rather patronising customer service advisor, goes from the date of the email received on 8th Feb!! Apparantly I am tied in to a 24 month contract which still has another 11 months to run. I can honestly say I would have never agreed to this length contract as I am well aware deals change quickly along with better prices!! The customer service advisor within the cancellation team (5th person I got transferred to!) came across as patronising and in the 18 years I've had a phone service I can honestly say I've never been more disgusted. Roll on 11 months or the complaint being resolved so I can move to a provider that offers good customer service and values its customers. I would never use BT or recommend them as a provider again.

Terrible service. terrible speeds. no plans to improve speeds in our area. 1/5*

After leaving sky who have been very good for 7 years I decided to join bt for a change, 15 days later from my turn on broadband date I still have no internet. When I call about 4 times daily they say we cannot get a engineer out for another 2 weeks. Never ever again please do not join bt it is the worst customer service I have ever experienced

Bt is an absolute disgrace. They are dishonest and ripping people off. Our bills each month since June 2016 have been increasing. Last month they charged us £145 even though we had just moved into our new home and only had access to the internet for 2 weeks. Were a working couple with a toddler so not much time to be online when home. However, there have continually said we're going over. When I called them after they took the money they eventually said they made a mistake and would reimburse us £88 but we only got back £60 approx. This week we got a letter from them saying we can choose a new deal or had the option to leave. So we called them and they tried to tell us we can't leave until we told them they sent us a letter. Our mistake was not looking at all the reviews online before agreeing to go ahead with bt. We won't make that mistake again.

I have been with BT for 7.5 years, 3 years with fibre. I am currently paying £36.63 for up to 38Mps, but actually get around 48Mps. Very occasionally there is a moment's break on the broadband, maybe just twice a month. When I was having a recurrent problem loosing connection it was quickly remedied by the supply of a new router FOC. Overall I am very satisfied with the service.

customer service is so rubbish, conecting from one department to another. phone cut and no 1 didnt called back. completelly unrespectible company 12m contract finish and never come back ! rubbish

Since people realised by now how bad BT' customers service & Broadband is, BT reinvented itself as Plusnet, which is as bad. The legal team is not able to show any existing clauses but will fight you on everything to scam you. In addition, when you choose to leave, Plusnet will not take your written notice but illegally charge you for an extra-month without any Services rendered. Plusnet will help themselves with your direct debit whilst providing the worst of broadband and landline services for the duration of the contract. If you complain, Plusnet ask for additional money to fix any issues (and not fixe them in any case...). Good luck!!