Btbroadband Opiniones 

Broadband wire is loose on our property and installed incorrectly by OpenReach originally through tree's and around a conservatory we told them was being removed and not to route the cable there. Constantly bouncing between BT and OpenReach to get this sorted out before we lose our service and we have two NHS staff working from home who depend on this service.
Nobody will take responsibility to fix this issue and keep the customer happy.
About to cancel my BT contract.

I've been with Sky and BT since I can remember.
Moved to a new build and was promised 900mb to 1gb.
I pay £98 for this service.
Had.my son on BT mobile and I missed several payments(week late each one max)
They cut off Internet and sons phone.
When called the ppl on phone were surprised as had paid within 7 days of missed payment.
Broadband again missed a few by days and robbed extortionate fees for missed payment.
Been trouble free for a year and after seeing 2 engineers down road thought odd.
Now at 30% of promised download speeds, BT ran checks and nothing wrong with line.
Waited 10mis as promised on help page(30 in end) and gave up with complaint.
They treat u like crap, fine u heavily and don't give promised speeds
Can't wait to go with another provider for 33% cost.

AVOID AT ALL COSTS

Broadband works without issue, but customer service is poor. Often long periods in queues and on hold, only to be told they can't help. Inflexible policies that don't show any customer obsession.

BT - you can do better - go figure out how to better look after your customer needs. Every time I've engaged with your support teams on contract changes, I come away feeling frustrated at your inflexibility. Can't remove the phone line without entering into another 24 month contract. Can't do a short term contract until we move home. Can't handle a cancellation less than 30 days from completion without charging for a full month - most exchange to completions are far less than 4 weeks.

You could learn a lot from companies like Octopus who do well to look after their customers. My poor experience with you will make it much less likely for me to use your services again in the future.

BT are trying to force me into paying Direct debit,when for the last 3years I’ve always paid online on my account with them in advance, well now their site won’t let me make a payment any longer as I have been doing, so now I’m in arrears which I don’t like doing until they see sense and let me pay online.

We weren't informed that our contract had expired and we are in debt and can't reduce our package until we pay £125 which is what the bill has raised to.
Disgusting!!! We are now going to sky.
DO NOT SUBSCRIBE TO BT!!!!!

This company do not care about customers. They have failed to deliver on commitments to restore a service that they’ve insisted we continue to pay for, promised and then failed to pay the minimum amount of “ auto comp”, then refused to investigate their failings when it was brought to their attention. They insist that I must call them rather than email, and they have failed to respond to my request for them to provide me with details about their complaints procedure. By far the worst company Ive ever had the misfortune to deal with. It’s a communication company who fail on every level to communicate with their customers. I hope they go bankrupt.

Update
They suggested another plan - which included discs that you place within intermediary areas to boost the signal to other areas of the house which is all very well - but at a reduced 500mb/s. No reduction in cost - which is convenient.
Wi Fi Speeds vary from 400ish to 70/80 mb/s.
Again not fit for purpose.

Then I was recommended the EE router - same price (price jumps each April however) with "all the works" TV package - £1 more a month - an upgrade on the TV Package which was "Big Sport"
Agree to deal, then see the contract which states "Big Sport" - send e mail to operative and I'm supposed to accept that this was a mistake and I will get the exact same TV Package as I am on now and be happy with that?
Really is a complete pain in the ####
Hassle from start to now - promising things they cannot guarantee with a guide book of excuses read out to defuse your valid arguments.

I check the speed next to the router - yet I'm told we do not guarantee Wi Fi speeds? Seriously? What's the point of the installation if you cannot provide equipment that delivers somewhere near your headline figure?
Shouldn't be in business

I'm just posting this on here regarding substandard Broadband Speeds as I can see a few posts suggesting similar problems.
Had a BT Openreach Engineer out to look at the external and internal installation and he could find no problems with their work with a 15 neg reading on the light entering the house (fibre optic) whic apparently is spot on.
My max speeds are generally around 500mb/s which is decent and the engineer got the exact same speed as I was getting from a speed checker.
He suggested that the Router was not projecting the speed as it should and thus isn't fit for purpose.
BT sent a replacement router to see if this made a difference - it didn't. It was 100mb/s - which was a similar reading to the initial router that BT then changed the settings on and thus improved the performance.
I would add, that I also still have a Virgin Router as nearing end of contract and that is consistently on or around the 500mb/s as per their promise.
Something appears to be amiss and simply does not add up.
I will post an update as and when I have something constructive to add.

They promise a reward card, yet fail to send in spite of the fact I have called them numerous times. They just pass you from one person to another.

I payed for 900mbps speed wifi but most times I get 50 mbps to 200 and cost around £60

Nightmare end of contract experience. BT call handlers accepted that I'd overpaid (foolishly, I didn't cancel my DD in time) but despite at least 4 promises to refund, I've now received 1 paper reminder and 3 on-line bills from them for a balance which, is not owed, while their pathetic system fails to catch up. I don't know what I can do at this stage. Absolutely disgusting service. Never, ever ever use BT!

Placed an order for broadband 5 weeks ago, despite receiving a number of incorrect emails stating that my service will be switched on, on a specific date, still no broadband. Every time I contact BT, I receive a different answer as to the problem and next steps. I was assigned a case manager, he’s not contacted me in several weeks, what a waste of time that was. I raised a complaint, which BT have closed despite my broadband not being connected, an apology or any form of redress, I wasn’t even asked if I was happy to close the complaint. Such a poor customer experience, with zero care to resolve the issue, the promise of getting me connected in a few days should never have been made, it lured me in.

Without a doubt the worst website I have ever tried to navigate in my life. They make it almost impossible to find any information you want on this reward card you're supposed to be eligible for. Abhorrent service

The worst let down. Waited for the engineer to turn up between 1-6pm to install my broadband. They messaged me he is on the way and at 17.55 message Sorry we missed you.
I have cancelled work and lost money because of them. Now they are pressuring me to book another appointment. No way I’m waisting another day and loosing money because of BT!

Bt turned up on my doorstep pressurised into switching wifi to them and that they can give us better service. Promised 900mbs all the time barely get 40mbs. Also told us they would pay the charge to swap from old provider to them to which they haven't and we have just received a bill for £140 from the previous supplier. Do not use this company they are a bunch of con artists a group of monkeys could run the business better.

I spoke to them at length. They still got my address wrong. B T or E E sent an item to my old address.

Further I received a letter today dated 24 August at my new address.

Today is 19 September.

They managed to write my new address wrongly at the letter as well as the envelope.

The addresses don't match at the letter to the envelope. Both are wrong as well.

I am astounded as I spoke to them at length.

One call was approximately 90 minutes.

It is good to talk the old advert said.

My wife and i Have been with BT broad band since it first started even when pay as you go , for some stupid reason we have stayed with them because we could not be bothered changing just like our bank , but now just had enough they are actually the worst company we have ever encountered, encouraged by all we talk to we must be insane to have stayed so long , your Trustpilot score clearly shows we are not alone, form the elderly fraternity er remember what a head start they had with landlines etc but they still fail dismally, we are now also encouraged to take the case to the ombudsman and would encourage others that have suffered with false promises and no reply from CS

after receiving the following email from BT , we asked them twice to respond to our question as they do say get in touch
most recent email to BT CS

It has now been over a week, and yet no one has responded to my previous email, as detailed below, that I sent to you on Monday 25th August!

The lack of a response is a huge disappointment, and it appears that you are very likely mis selling me a product, so unless I hear from you by Friday 5th September 2025, you will leave me no alternative than to raise a complaint to the Ombudsman!

I do not understand why BT continue to offer a very poor service!?

Regards,

this was the first email from BT appears to be missselling something they have already done to me when passing my mobile broadband deal to EE but did only the sim card

below from BT CS

Hello ,

We’re getting in touch regarding your most recent broadband contract which was taken out on 12 Jul 2024.

When you purchased your broadband, we provided you with a Contract Summary and Pre-Contract Information document which contains details about your plan, purchased products and other relevant information, such as the price you’ll pay.

We’re sorry but due to an error, some of the information about the price you’ll pay was different in these documents to what you were told when you took out your contract. We want to confirm that your plan is still subject to a £3 annual price increase on 31 March each year.


We also want to make sure you’re aware of all the options available to you, so if you want to review your current plan, click here.


What Happens Next?

You don’t have to do anything. If you want to leave your BT broadband service, without any charges, or speak to us about any other options you have available, you’ll need to give us a call on 0800 800 150, please aim to call us within the next 30 days.


Thanks,
BT

On June 20th, I informed BT that I was moving on July 21st. I spoke with the moving department three times over the phone. It seemed like they were paying attention since they could repeat my new address back to me during each call, but with every new conversation I had to start over and give them my address again.

After the third call, when they still couldn’t recall my new address on their own, I decided to switch providers. I told them they could take our June 20th call as the official cancellation date, since even four phone calls weren’t enough for them to change my address. They accepted this, so my last payment covered the one-month notice period up to my moving day on July 21st.

They told me I wouldn’t need to pay anything further, but for “administrative reasons” I should leave my direct debit in place and they would cancel it themselves. Of course, this turned out not to be true — just as believable as their supposed ability to change my address. I left the direct debit active until August, but when I saw they kept billing and taking money, I removed them from my direct debit list.

I should add that from June 28th they were no longer providing any service, and they even sent me a message about it. I returned the router one and a half months earlier than required, so as far as I was concerned, everything was settled. Yet at the beginning of September, I still received a payment demand from them, even though their own app showed I had no active service.

I no longer speak with them by phone — there’s no record of that. Only via live chat, and I screenshot every single sentence. In two live chats they even wrote that I didn’t have to pay and should just ignore their warnings. But the only reason I contacted them was to close this properly and ensure I wouldn’t get any more messages from them. I acted exactly as they told me to and ignored the demands.

Then, in the September report, my credit score dropped from Very Good to Average because of BT, which both Experian and ClearScore downgraded.

Does anyone have a tip on where I could officially take my collected evidence and raise a complaint against BT? I would not recommend them to anyone — they have zero respect for their customers, they only repeat memorised apologetic scripts, and they don’t pay the slightest attention to what you actually say. Never again BT!

Pretty poor overall. Cant seems to call a real person, have to go through AI Chat. Average wait times for me have been at least 20 minutes. Finally got some sense after like 1 hour and after stupid tests. Agreed to send an engineer after me test if the router works whilst holding my nose and standing on one leg. Was glad to book and engineer.
Next day - Sent me an e-mail to say they have fixed our business broadband fault with out an engineer visit. They hadn't. Tried to contact them again waited ages on chat only to be closed down. They have now closed the unfixed fault and I am here waiting in chat again, probably to start the whole process again. Time Vampires!

Why cant i give negative ratings.
they book an installation and dont turn up they will confirm you appointment but tell you a week later if they are not going to attend. they also sent you endless text about the package they have lost when you return

BT should be utterly ashamed of themselves. My neighbour is 80 years old and has had no internet for two weeks. He gets the usual runaround when phoning and has spent numerous hours being pushed for person to person, none of whom help and somehow he has three new routers, a new contract and zero idea how to set up. His initial problem of no internet or phone is unsolved and unbelievably BT have emailed him instructions but he only gets email on an old laptop and there is no internet. Surely there must be some care and attention for the elders in this country. I am IT savvy and even I find the endless phone system maze mind numbingly useless. How are they allowed to operate like this 🤷‍♂️ I am helping my neighbour leave BT. For copper or fibre in supported areas, Zen show how it should be done with great service. In this case, Gigaclear are a better option in rural area.