One of the worst customer service experiences I’ve ever had – appalling from start to finish I genuinely cannot believe how badly BT has handled my broadband installation following a home move. I notified them on 1st May about my move on the 16th, and was promised installation on 20th May. Since then, it’s been nothing but lies, confusion, and chaos. On 17th May, BT cancelled the installation without explanation and said they’d send me a temporary EE hub — it arrived days late and didn’t work. I was then told my whole order was cancelled because they couldn't switch off the internet at my old address — no new date given, just “could take two weeks”. Then on 20th May, while I was still chasing answers on the phone, I randomly got a text from Openreach saying an engineer was at my new house. I had to race home from work — luckily the engineer was still there and installed the internet. That should’ve been the end of it — but no. On 27th May, my internet was disconnected. I called BT and was told they turned off the wrong house – my new one. I was told to reorder broadband, which I did, and was assured it would be back on the next day (28th). Surprise: it wasn’t. And when I rang, I was told the person I spoke to the day before had lied, and I’d now have to wait until 10th June. When I raised a complaint, I was told nothing will be done until after 10th June, and that there’s nothing they can do. Really? A company the size of BT can’t escalate a mistake or speak to Openreach to fix a two-week delay? Meanwhile, I work from home and this has massively affected my job and income. I've had to travel to cafés and family homes just to work. Even worse, my home security system relies on Wi-Fi, and as a woman living alone, I now feel completely unsafe. No working internet. No security. No support. Add to that random cancellation emails at 3AM, unhelpful staff, and being misled at every stage — it’s just a complete joke. This needs to be fixed urgently. I wouldn't recommend BT to anyone after this. Avoid them if you value your time, your job, or your peace of mind.