Btbroadband Avis 

I wonder if any companies have a worse rating than BT? Mind you, it is thoroughly deserved. I am due to be switched over to the dreaded Digital Voice service tomorrow and they have been messing about terribly, being totally unhelpful and disinterested. And that to a vulnerable customer. Truly appalling.

Promised 150mbps, ended up with 13mbps. Oh well......

Overcharging, telling you the broadband is set up when it's not because there's a fault their end, then 4 days later an engineer gets sent out. Unhelpful staff - not their fault, they're clearly lacking in correct training (assume high staff turnover) although occasionally they're just rude, really hard to get through to the right department.
Sadly the broadband itself has been pretty faultless and a good speed, but the rest is so abysmal that I'm cutting my losses and changing to another company, I'd rather pay the exit fee and be rid of BT. Apparently, excellent customer service is their priority! 🤣🤣🤣

Why do we reward failure? We’ve reported issues with our digital voice and internet service multiple times, receiving assurances that they would be fixed. Today, we’re told the problem is with our handset. Complaints are opened and closed, but nothing changes. Come on, BT, we deserve better.

Absolutely shocking experience with BT and Openreach . After 3 weeks of being bombarded with emails , text messages and phone calls to ensure that I was at the property when the engineer was arranged to arrive , the engineer arrived as planned but from here on it just deteriorates.
The engineer disconnected by current copper wire connection and had not checked whether the new Full Fibre connection worked and yes it didn’t . He assured me that the connection would be fixed later that day or by the evening but it wasn’t . Trying to speak to a person at BT is almost impossible as none of the options were applicable to my problem . Finally I spoke to someone who had no idea that there was a problem as the system was showing that I had internet which may have been to to pole but was definitely not in my house. I am on day 4 now with no internet ( sorry BT sent out a mini modem which is as useful as a chocolate teapot for HIVE and my alarm to name just 2 .
I contacted Openreach via the chat but they won’t help as it has to come from BT , BT do not seem to understand the importance of having a security alarm working in my home which relies on the internet . I raised a complaint with BT which has not been addressed and to my horror I have just received a message to say that my complaint has been closed despite them not doing anything to expedite some form of reconnection Finally to add salt into the wound BT have sent out a bill and are charging me for a service I cannot use .
Maybe if in the 3 weeks prior to the changeover BT or Openreach had carried out a site survey to at least check that the new line would work rather than bombarding me with messages

Embarrassingly incompetant staff from start to finish.

Started last week when my bradband box started flashing purple and couldn't get signal. I do the diagnostic online, it says there is an issue with the outside cables to my flat and an engineer is sent round 2 days later and will need access to my flat to fix it. He fixes the problem, but only temporarily.

On Saturday same thing happens, only this time the diagnostic service is not working. So I ring their help centre. Spend 45 minutes waiting for an agent. Proceed to spend 30 minutes on the phone with a very polite albeit useless agent, who's advice is to watch me on video turn the box off and on again and check the cables are in correctly (I'm not a complete fool, so unsurprisingly these were all in correctly). Get put on hold for 10 minute while he talks to an engineer. Engineer tells him to send me a new box.

Wait 2 days without internet for the new box to arrive. The box is delivered; their couriour leaves it half sticking out the letterbox in full view of the street, doesn't ring the doorbell. Fortunately I am in and can retrieve it before it is stolen. Plug in the new box, same flashing purple issue. Go through the process all over again this time using their bot help service. Bot help service says that there is a fault in the area, but that engineers will be over to fix it in the next two days. But don't worry, it'll be "at no extra cost" to me!

So I'm now 7 days and counting without internet, and having to be at home working off a hotspot for 3 of those days to provide access to engineers / be in so their couriers don't leave the new box on the street.

All I will say is, last year I was at a conference where the COO of BT did a "fireside chat". She came across as incompetant, unknowledgable and vastly out of her depth. Based on my experience over the last week with BT, I can only summise that the business operations stink from the top down.

Im leaving these cowboys
On the phone waiting over an hour still no answer
No broadband for a week
They just want your money
Terrible service.

BT used to be a good telecom company.
We have upgraded our broadband to fibre optic.
Its been 6 months now. But our Internet speed is so poor.
We have speak to them. But NO one cares.

Connection is cutting out several times daily. The day before yesterday 20/7/26 Zoom cut out and had to re-connect about 5 times within 1 hour between 8 and 9am. Sometimes making an online payment takes ½ hour, because during the transaction the internet cuts out and the browser tells me “you are offline”.

Every time I do a test of broadband connection on the BT broadband check webpage, it tells me that there is a problem and that I need to change to a less busy channel. The explanation is “It’s like lanes on a motorway, if you’re stuck in a busy lane you’ll need to change to move faster.” After the switch it might be better for a little while, and although the website promises “There’s no need to do this again. The hub will check daily if your devices are on the fastest channel”, the problems keep recurring.
I assume all of the channels are “busy lanes”, and I am very dissatisfied with the service.

It is impossible to talk to a reaL person when reporting a. Intermittent but repetitive fault. As bt help routes you through a bot that gets you up and running but doesn't let you talk to a real person to sort out the repetitive fault as diagnostics always say or ask if re connected therefore assume fault fixed. It is not. BT drops out 2 to 3 times a wee k even shows poor connection on completion then takes you back through the same fault checking and reporting. New hub required I think or better connection

Lousy service, the slowest of at least five different suppliers I have used over the last 15 years. Drops out routinely late in the evening losing all Wi-Fi, nowhere near the piddling “guaranteed speed” that I’m promised, yet really struggling to get out of the 24 month contract which legally I am entitled to do.
I live in a rural location, but only an hour from London, and there is superfast fibre just a mile up the road, but BT Openreach are not making any moves to do my area, unless the whole community spends several thousand pounds each to pay for it ourselves.
Very dissatisfied, very angry, will not touch BT again. 🤬🤬🤬

I recently moved house and wanted to transfer my BT broadband to my new house. BT told me it would take over two months to do it, so i switched to Sky, who did it immediately. BT then asked me to return the router and a booster, even though when i called before moving to talk about the move the person i spoke to told me to leave the router there as i would be getting a new one in my new home as it was full fibre. BT are absolutely rubbish and if anyone is ever thinking about changing broadband provider, especially to BT then take my strong advice and don't touch them with a barge pole. Worst service ever.

What a bad decision we made moving to bt from sky poor service drops out they should have ported my landline number but the did not and also failed to inform me that I had a new number so decided to cancel and go somewhere else who can give me a better service been treated very bad

After my line was reconnected on 22 May, my BT broadband has dropped all day, every single day. My own router logs show 44 disconnections in just the last week, every one flagged as a physical line. BT closed my complaint as "fixed" when it plainly wasn't, repeatedly hid behind "it's external," refused to send anyone to check, and flat-out missed their own promised repair date with no follow-up. I've been told I'm getting below the minimum speed I pay for. I'm now working off my mobile hotspot because it's more reliable than the line BT charges me for, and paying £50 a day in dog care to work from an office instead — losing hours of work every time the connection dies mid-task. Endless scripts, broken promises, zero accountability. Heading straight to the Communications Ombudsman. Avoid.

Absolutely horrendous experience.
My elderly parents moved into our granny flat and wanted a landline.
3 attempts made to get a landline- all had to be cancelled because they were trying to takeover my connection not reinstate the landline to the annexe.
I was promised a call back from technical support who initiated a complaint on our behalf because of the appalling service.
No call back received.
Further call to Bt too find out what was going on.
Told outstanding contact needed to be cancelled and he would call me back the following day.
This time I did get a call back- told BT couldn’t help and couldn’t supply an additional landline.
Then received an email and text message from BT to say router for landline had been despatched followed by an email saying it needed to be returned. Something I never ordered on a contract which they said they couldn’t fulfill.
All in all - disgraceful performance and zero customer service.
Having now done some research I can get a separate landline for my parents at a third of BTs price and they can actually deliver on the contract.
The last two weeks has been an absolute nightmare causing unnecessary stress in what is already a stressful situation
I will avoid BT at all costs in the future.

Looking at reviews everyone is complaining about the same thing
No Communication
BT tell you to phone ...Im registered DEAF
Charges up again ...poor service from BT ....go somewhere else ...their answer to a question is "Would you like me to CANCEL YOUR ACCOUNT " !

Well, I’ve been with bt a while. I had standard wifi, and my contract ran out. I stuck with it without a contract, but my prices kept going up, eventually about to be over £40 per month. Then they offered me a new full fibre etc etc deal for £36.99. I’m now stuck with a new 2 year contract, and my internet is 10 times worse than before. I’m in just a one bedroom flat, how can it be this bad. Don’t want to wish my life away, but roll on two years. Never again.

The most useless, lieing company out there! Lies about speed, lies about fibre coming to area, lies about managers on site! All scripted rubbish they read off a screen! I even predicted response for fibre! As they always lie and its the same lie constantly! Infact it's been 3 years and the same lie in place!!! Worst speeds on comparison sites by far !!DO NOT USE THIS USELESS COMPANY!!

Just don't bother.
The customer service is sooooo bad.

The biggest pile of Sh** I have ever had the misfortune to have. They send me emails and say ‘Click on the link’ and I have no access to the ‘My BT’ app it’s down and they don’t even know when it will be fixed and my 900 mb download is only about 10mb they said that on the phone!!! The Customer Service lady said she would send me a link but still nothing!! Useless absolutely useless! Would leave but can’t until November when my contract is due up -Boy will I let them have it with both Barrels! You can’t even get to talk to a human being without jumping through hoops first!!