BT Home Broadband Reviews

B.T. have deteriorated over the years. The people in the call center in India, (who are all funnily enough all called by very English names, who do they think they are kiddiong) say they want to help but are as much use as robots in fact robots would be preferable. AVOID.

First week of switching from sky to BT i regret that ive done it so much, service was on for 4 days and then it cut off, contacted technical of BT 4 days ill have to be without broadband and land line, even though switch over date was 4 days ago. Would not recommend them. Unfortunately virgin is not available in our area.

Just cancelled my broadband and found that I have to pay £31 disconnection fee, disgusting. BT never mentioned this fee when I moved to then. I am sure they never mention this as customers will be put away. It is a disgrace to charge something like this at the end of the contract.Shame on them.Will never use them again.

It ought to be illegal to describe 2BMit as "broadband".

the worse service I ever received.
I got charged for over 1 year for a contract that I cancelled. £44.99 a month for 13 months I kept paying even though I was told that the contract is cancelled and that I don't need to do anything. I urge everyone to stay away from BT. the service was very slow and was charged over £600 for a service that I clearly cancelled.

Absolutely shocking. I'm on Infinity 56meg, rarely ever see those speeds. Furthermore, we live in a 2 bed terraced house and signal drops in and out if we're further away from the router.

The customer service is useless, you'll be waiting for an hour just to speak to someone who doesn't have a clue what they're talking about.

They also throttle speeds (whether they'll admit it or not). At 5.02pm every day, the speed will drop through the floor and remain shaky for the whole evening.

We're lucky that they've just tried to increase prices mid-contract (I don't know how that's an acceptable way to do business), this means we're allowed to break contract and move to another supplier.

If you're thinking of moving to BT, don't. We were on Sky before which was reasonable but that was just standard broadband. Everyone that we've spoken to on Virgin Fibre has said it's fantastic. Pay a little extra and avoid the issues we've had.

Joining the club of BT frustrated customer .!!!
Nothing to add to the other reviews . I am so shocked how a British company like BT Trap the customers , being rude to the customers and hang up the phone for a mistake done by BT.I have forwarded the complaint along with these reviews to Ombudsman Communications .
Libby Bar , be proud of your worst customer service team , I bet they are following their leader .

WORST CUSTOMER SERVICE!!!

I am their present customer and they are the worst.

Just moved house and was told that internet connection will be there from 10th Feb 2017 at new address. Around 9th Feb internet connection was disconnected around midnight from old address so that a new connection can be put up on 10th Feb at new address.

Whole day of 10th Feb 2017 there was no connection. Nothing on 11th either and when on 12th Feb I contcated BT then I was told that there was a technical glitch. When I asked that if there was any glitch then why wasn't I informed....BT representative had no answer to it.

I asked them to get me the internet connection by Monday ie 13th Feb 2017 anyhow and I was told that it's not possible because there is another company called Open Reach who are going to do it and we dont know when.

Today is 16th Feb 2017 at 2:00 pm and still there is no sign of my internet connection although I am talking everyday to their customer representatives. Best part is that they assure you that you will get it but they don't know when.

Me and my husband work from home and it has been a big blow to us monetarily and has been very very stressful.

AVOID BT PLEASE.

By far one of the worst companies I have ever dealt with! DO NOT USE!!
I took out a contract with them for my broadband and TV. All was good, and then I needed to leave my property, and move back to my parents house. I was, of course, not able to take my service with me. All of the equipment was paid upfront by me as well. I called BT to let them know and to cancel my contract, to which I was told that I needed to pay the rest for the contract?! This was a further 9 months! My argument was that I was receiving no service from them as I was no longer going to be at the property, and i was not able to take with me. They said that when I took the contract out I should have known, to which my comment was I cannot see the future. Apparently BT expect all of their customers to be clairvoyant! I shall not ever use again!

The service is fantastic when it works, I can easily run multiple devices for long periods of time.
Unfortunately the broadband does like to drop out for the occasional 5-10 minute slot, this tends to happen once or twice a day. From speaking with others this is apparently a common feature.
In the even you have an issue you will find the customer service to be awful (by far the worst I have ever dealt with in any industry).
I have dealt with them on numerous occasions and you can always expect a minimum hold time of 40 minutes. Every time I have had an issue it has taken the best part of 3 calls to resolve over a period of days, completely unacceptable in this day and age. (my last loss of service lasted 15 days, with BT only refunding me for 5 days loss of service - line rental, a pathetic attempt at compensation).
Usually phone calls are dealt with by cutting you off, creating a fictional resolution that can only be implemented after you close the phone call (had this numerous times only to find nothing gets fixed). My advice would be not to let them put the phone down on you, as they will not return calls and you will have to wait in a queue system to get back in.

I hope this helps. Generally the quality of the product is great, but you will have to put up with the occasional short drop in service. You would also have to be willing to put up with the worst and most arrogant customer service assistants possible.

This is the first time I've done one of these to complain. But BT's ability to deliver what they've confirmed is almost zero. Their lack of customer care when things have gone very wrong [ which I had to convince them I didnt actually have a aerial on my roof ] is even lower and their sense of urgency is going in reverse as they've run from my problem not to it. I am amazed they are so bad and ashamed they call themselves British, Libby Barr your team are a disgrace.

BY FAR the WORST company I have ever had to deal with. Lying underhand arrogant company with staff who dont give a hoot about the customer. A CEO who clearly needs to wake up to the reality of his company as if they could be make hundreds of thousands more in customer retentions by actually training his staff in a more positive manner. I will be off with another company ANY company when I get out of this unfair contract. BEWARE they start your cooling off period when you order, NOT when you get the equipment or start the contract. AVOID AT ALL COSTS.

Dreadful, unreliable and expensive.
Long distance call centres offer poor customer service.
When out of contract they started charging me for all sorts of stuff.

Quoted 30 to 40 down load speed best actual only 18 sometimes as low as 14 basic answere when contacted tough luck.
My thoughts is I am being ripped off last time I signed up they sold me Infinity 2 and Tv and do NOT provided in the area the Tv froze as the speed could not provide a constant picture

Overall BT has not been too bad however it's the line rental prices that really get my goat!!! at 8.68mbps Download speed
quoted UP to 17mb.

BT are liers about their prices and their speeds. I am on their 'normal' unlimited broadband deal, and last months BT bill was 59 pounds, that's without using the phone, so just line rental and broadband cost, much higher than anything they advertise. Add to that the fact that the phone wont make international calls even though I am being charged for one of their reduced price internatinonal calls deals, the calls just don't get through. Its so bad we do not use the phone and wish we could just get our broadband without it. As so many have pointed out their customer service is worse than rubbish, they just don't get anything done or even try to. Avoid them.

I would give minus stars if possible - customer service - WHAT CUSTOMER SERVICE - constantly re-queued - speed 1 to 2 mbps at best - but only when it works AND I pay £52 per month for this crap!!!!!

Don't be fooled by high expected speeds of 70+ MB. It's not going to happen. The small print in the email after you sign up will only guarantee 49mb then if you dare to complain you will get a nasty piece of work call you up and talk to you like you are trash. Cannot wait to get out of this vile contract oh and let's not forget over an hour on the phone to be put through to India where an idiot reading from a script will speak to you like dirt and you get nowhere!!!
AVOID AT ALL COSTS OR REGRET IT!!

Replied to and e/mail an upgrade as it seemed to be offering a speed upgrade.So I payed for a different router.When checking my new router there was no difference .I complained to find out it wasn't the upgrade I expected? The upgrade the e/mail was offering ,no mention of extras, bt was offering was mentioned in original e/mail ??

BT are crooks and the worst corporate scammers going. I signed up for BT broadband, and had to also sign up for a telephone service I neither use nor want. Thought it would be a good idea to save 10% on the extortion rates and pay for line rental up front a year. BIG MISTAKE. Within weeks of signing up for the £5pm broadband deal )+ £20 line rental) they up the price of the broadband by some 40% to £7pm. I can cancel within 14 days of increase. Oh no I cant because I would lose my entire phone line payment for the year. I cannot cancel just the broadband on its own as I would never get another reasonable provider as the prices more than quadruple due to not having phone line as well with same company!!! BT customer service is awful. Ignored my emails opening a complaint for 7 days. Then phone up out of the blue basically saying get stuffed theres nothing you can do about it. A classic example of why the BT monopoly is as big a corporate scam as can be. In the old days crooks had guns and masks. Now the scum wear shiny suits and magic pens. Shame on the UK for allowing these scammers to still trade.