BT Broadband Reviews

Internet down for 2 weeks now. From first day promised will come back in 24 hrs - never did . Both my wife and I opened complaints and got "assigned case owner "- never heard back ( not even an email nor phone call ) - and now my complaint marked off as completed and resolved without any feedback or progress . Openreach staff told me outside on main road it was their fault as they mixed cables - transferring greenboxes on the first day of internet loss . I wish I could mark no stars on this - but Trustpilot only allows me to mark lowest 1 star - absolute appalling ( both of us rely on the internet at home for income - during covid . If my phone signal was good enough in area or if I had an alternative option - I would have swapped already .

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

An absolute joke of a company in terms of service and looking after your new customers. We were due internet on Friday and one and a half weeks later we're still speaking to support to even get an engineer sent out. The initial engineer wasn't able to complete work outside the flat due to requiring a hoist to get up the pole, however he just left and never told us even though we were just across the road.

Had to phone back, get another engineer booked for Wednesday, never showed up. Had to book a new one for Friday, now there was an error in their booking system and so never showed up.

Booked again for the following Monday, and yet again the same system error meant that no engineer showed up on the day (we only find this out after each of the no-shows and not in advance)

Now we've been told that the 'error' is meant to be fixed by Tuesday and only then can we book an engineer again which will likely be at least another few days to a week.

All in all we set up to become a customer over a month ago to be live 2 weeks ago, seems that planning ahead means absolutely nothing. The empty promises and poor service is endless, and at this point any trust in the company is completely gone.

• Satisfaction
  1 star
• Customer Service
  1 star

I wanted to post this as a complaint on their site but before I had finished posting it, it was already closed. Showing they clearly care about your feedback. I can't be bothered to change this text so that's it's not directly addressing them but I want to post this to get this off my chest. So keep that in mind.
My situation was this, I am currently using BT in my apartment and have been doing so for a year and a half. Recently, I bought a new house and the keys to the house would be handed to me on the 19th October. In anticipation for this day, I went to the BT website on the 6th of October and had ordered for new broadband to be set up for the 22nd in this new house. On the 13th, the week before, I received an email saying that this order had been cancelled. Confused, I called in to BT to try and understand the situation. I explained my circumstance to the person on the phone and asked him what could have been the reason for the cancellation, and he said he did not know. I then asked him if it was possible that the people who were currently staying in the house who were about to move out, were the ones who cancelled it and he said it was possible. Okay I said, I could see how if the previous tenants got a call saying that their internet was going to be changed (granted that it was going to be taken over on a date where they would not be in the house) then I could see how a mix up could occur. I asked the man on the phone if it would be possible to make the order again and which time it would be best to do so. He said that it would be alright to make the order right away if I knew I was definitely going to be at the house by the 19th. I said I was sure I would be in the house by then, but I wanted him to be sure that I could make this order and this would not happen again. He assured me that it would be fine. We make the order again and I can see that it was made for the 27th of October. This is a lot far down than I would like it to be but I thought it was fine if this is the best time they could do and I know things are stressful at the moment so I don’t want to push anything.
A week passes and the weekend before the 27th comes around and I receive no notice of BT making their order which I thought was odd as I thought BT would always give me small reminders that they were coming. Especially when you compare it to all the process of all furniture shops and gadget shops that I’ve been seeking patronage from for this new house as this is the standard process for all of them.
The 26th comes around and the delivery of my equipment has not been made yet. I track my order online and above it says that my order is cancelled but below it looks as if my order is still on track for my house. Confused, I call into the BT help desk to ask them what the true status of my order is. The guy checks my order and says he noticed the cancellation that was made before but that this current order is still on track but there were just some delays. He said that it should really arrive the next day or the day after. I feel relieved as he has reassured me that the order was still on track and happy that I could finally set up my internet so that I could move in and get my house together while working from home.
The next day comes and nothing arrives, and no email or text message arrives telling me they are still making the delivery. I decide to call in again to reconfirm that the order is definitely on its way only to be told that this new order was actually cancelled by the previous people again and it was done on the 15th. Now I am seriously confused and frustrated and extremely disappointed. I tell the assistant I had not received any message indicating that this had happened and that someone had told me yesterday that the order was on its way. She apologizes profusely and says there’s nothing she can do except make the order for me again and that it should come on the 10th of November. I ask her if there is any way she can move it up and she says no. I feel really dejected at this point so the lady encourages me to call in until someone makes a cancellation and I can take their spot. I felt a bit better after hearing this and decided that I would try.
Now today comes which is the 28th of October, and I decide to call in to first check the status of my order to confirm it is definitely on its’ way and to see if there were any cancellations. The man that answered assured me that the order is on its way but told me there was no way for me to take the spot of cancellations and move up my date. I told him this was not what was told to me the day before and he tells me that the lady must have been wrong. Again, I feel dejected again and he apologizes by giving my £10 credit for my phone (which I won’t use) and that he will lodge a complaint for me but frankly, both things don’t make me feel better about the situation.

Now I completely acknowledge my fault in trying to order the internet before I had fully moved into my new house. I should not have assumed that because I had paid for the house, had a date set for when we would exchange keys and know that the tenants were definitely moving out that the process would have been smooth and without hiccups. However, I wish to address the parts that were lacking on the BT side and were improvement could be added.
1. Communication – the first problem stems from the fact that I did not receive an email or text message or a phone call or anything letting me know of the second cancellation. Had I been allowed to know immediately after, I would have waited for the 19th to come, knowing we had full rights to the house (so there should be no reason for a new cancellation), and made a new order where it wouldn’t take so much time for my internet to be installed.
2. Staff collectively and consistently knowing the process – As I stated above, I talked to several people within BT in order to sort this out and I was given very different information from all of them. If it was a situation where I stayed quiet and just accepted everything at face value, then I wouldn’t make such a fuss for this point. But that was not the case, I constantly asked questions in order to reassure or reconfirm my suspicions. I asked the first guy if it were possible that the order could be cancelled again, and he said it would not. I asked the second guy if the order was still on track and he said that it was. I asked the third lady if I could call back and move up my installation date, if there was a cancellation and she said that I could, only to be told by the 4th guy that I can’t. What is going to happen if I call the 5th time? What is going to be contradicted now? This is the genuine paranoia that I have been left with and it will not fade until I am sure there is internet in my house. I understand staff having flexibility to appease their customers but knowing what limits can and cannot be set should be understood by all in order to not create any confusion.
3. Lastly, making the process faster – I am not going to lie, this point comes from a more selfish request, but I still want to be able to voice it. I understand that fulfilling orders can be hard especially in a time where we are in lockdown and we are supposed to be appeasing to social distancing rules but I find it so frustrating when I have ordered something and it is consistently pushed back more and more and more. I made this order early because I wanted to make sure everything could be organised. If there is internet not only could I start living in the new house and effectively put furniture together, but I could start working properly from home for the new job that I just acquired. I would not have to spend money on bus tickets or expensive taxis so that I can be there in time for furniture orders just to go back through the same method to my apartment for work. I would not have to spend exorbitant amounts of energy going from my apartment to my house and back again just to sort things out. I wanted to sort out my apartment so that it could be left in good condition and I could get my full deposit back. I most importantly I wanted my house to be sorted out before my family came for the holidays.
Overall, I think that BT internet has been exceptionally good however you have issues when it comes to first delivering that service to people. I have lived in different places for work and education and this issue with delivery is not the first time I’ve experienced this. There was even a time where I ordered for your broadband service and it did not start working until after about 2 months and a half and this was mainly due to the fact the house was not suited for the broadband that I wanted, so someone had to come in and physically install it. Waiting at this point was not an issue because I had access to the BT public Wi-Fi, so I was able to do the things I needed to do and the situation wasn’t so dire. However, at this new house the signal is so bad that I cannot connect to anything and therefore I can’t do anything. This issue where the house is not suited for the broadband that I want, could happen again but I would not know until I try to get the internet started and that would lead to more waiting which again will just make me more frustrated. I am not expecting any improvements on my situation to be made I just wanted to voice my frustrations in the hope that in the future, me or anyone else do not have to go through this.

• Satisfaction
  3 stars
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  4 stars

Broadband keeps cutting out. Had more serious outages in 3 months with BT than 10 years with Virgin. BT can only book engineers a week ahead, and even then they aren't guaranteed to show up. Even when they did turn up they sent someone to fix the phone rather than the broadband.

Avoid at all costs, really poor service.

• Satisfaction
  1 star
• Customer Service
  3 stars
• Speed
  1 star
• Reliability
  1 star

I HAD JUST PAID MY BILL, WHEN I GOT THIS :

Issued on Fruday 25 September 12h23 and service stopped on Monday 28 September 2020

I WAS FULLY PAID UP AND ENJOYED HALO PROTECTION ;

BUT BT SUMMARTILY CUT ME OFF !!!

"Hello Anthony,

We're stopping some services linked to the address shown below.

What's happening
Here are the services that have stopped:
phone line
broadband
TV


These services have also stopped:
Halo Fastest 4G Speed
Halo 4GB Mobile Data Boost
BT TV Starter subscription
Wi-Fi Disc
Halo 4GB Mobile Data Boost
BT Sport Pack
Pay As You Go Calling Plan
AMC Channel and On Demand
Halo Fastest 4G Speed


What you'll pay
You'll need to pay about £228.86 for stopping your services with us.

This includes:
charges for ending your contract early – because your services have stopped before the end of your contract, you'll need to pay about £228.86 for the months you've got left"

NO REASON. NO EXPLANATION,. NO PROPER WARNING.

We subsequently found out that this was because someone at No 1 had placed an order for No 11 (my address) with Plusnet !

I was abroad and unable to deal with BT rapidly. Service has now been restored, but it seems to me that I am £200+ out of pocket.

This was a total; cock up which BT cannot deal with ... make progress with one ... they simply pass you on ...

I WILL BE BACK IN COUNTRY SOON TO RESUME THE BATTLE WITH BloodyTerrible.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Would not recommend this provider - their constant aim is to keep you as a customer - far too many scam callers on my BT land-line when i have NEVER disclosed my land-line number to anyone EVER

• Satisfaction
  3 stars
• Customer Service
  3 stars
• Speed
  3 stars
• Reliability
  3 stars

Terrible on all levels. Had a multiple problem with the service. Unprofessional customer support, after making multiple complains about the broadband I had to book a technician who never showed up. Definitely the worst internet provider I ever had. Would not recommend to my worst enemy

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Hindsight, they say is a wonderful thing. Had I read the reviews before deciding to try BT I would never have agreed to a contract. At the moment I am two weeks without internet. Thanks to a neighbour I'm using their internet. If possible I would give zero stars to all of the above. I spent over an hour on the phone trying to speak to someone on Wednesday and when I did get through I was told I would be getting a call back on Sunday, that's tomorrow for an update. When I contacted them over two weeks ago about an engineer calling to investigate the problem I was sent a confirmation email from BT but two minutes later a second email was sent telling me that there was a delay so they couldn't give me a time when it would be addressed. I won't say fixed because I can't see that happening. I may just have to cut my losses and ask for a disconnection. I'll probably pay through the nose for it but at least I can try another broadband company. Maybe someone more reliable. I see positive review here but to be honest I think they must be from BT staff either that or someone who is being paid to write imaginary reviews

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Terrible customer service up to 40 minutes on the phone to get through. Complaints do nothing and got charged for a month that my Internet didn't work.

Will not use again!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I was having problems trying to switch over to BT from virgin (virgin is excellent but a little pricey) Tried to contact customer service and had nothing but hassle. It felt like they were not bothered about me switching to them. It got to the point where I was so frustrated with them that I put the phone down and I will now stick with virgin and not be using BT. They are not worth the hassle.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star