BT Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for BT.

Recent Customer Ratings for BT

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

Based on 1355 customer ratings since 2023-04-13 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,585 Customer Reviews over 90 pages

  • Reviewer
    Location
    BUCKINGHAM
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Abysmal. Over the three years I've been stuck with this cowboy outfit I have been plagued with problems. Slow speeds, constant disconnections, price rises mid-contract, engineers not bothering to turn up, a thousand and one, carbon-copy answers which solve nothing.

    Incentive gifts never turn up, mobile signal is the weakest I have ever experienced, the list goes on.

    It even took them a whole year to get my name right on the contract!

    I wish Virgin served my area by BT have the monopoly!

    Avoid at all costs!
  • Reviewer
    Location
    Buckingham
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      1 star
    • Reliability
      4 stars
    Comments
    Its ok if nothing goes wrong, but any "Techie" calls go to India and the English is barely understandable - no use when trying to explain things. I was trying to get to the bottom of why I was getting a low signal but I couldn't understand what the Indians were saying and they couldn't understand me !! Left in the lurch.
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT is the worst internet provider by far. The speed is very poor, price is astronomical, customer service is non-existent. I repeatedly asked for unlimited broadband which was not put into place resulting in huge bills. Do not use BT. It is a complete rip off & they over-charge unsuspecting customers. They had agreed to compensate me for over-charging me but I did not receive the refund and then they said they would not honour the agreement. Good old British Telecom!
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Shocking service, router broke Monday and still waiting for a replacement Thursday. Probably have to switch to Sky.
  • Reviewer
    Location
    BUCKINGHAMSHIRE
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The most disgusting customer service I have ever experienced. I moved from talk talk thinking that BT had better service and it would make my life easier, what a mistake that was. I was offered a £10 a month contract when I joined but was charged £23 a month in the first month. I have now since spent a month making hours and hours of phone calls trying to resolve this issue, only to be accused of being a lier, on several occasions, by there very poorly trained customer service team based in India who said that I wasn't offered this contract. I have been told on four occasions that someone would call me back which has never happened, and even when I eventually got confirmation that I am on a £10 a month contract, I got a call the next day to say that I wasn't again, and once again accused of making it up. I am so furious I have reported it to trading standards. I cannot stress enough STAY AWAY FROM BT.
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I would really very strongly recommend avoiding BT. Their customer service is non-existent. They massively overcharge - it is not only that the prices have become unbelievably high, they also sent erroneous bills, admitted they were erroneous, but then they would just not correct.... When the broadband stopped working properly, in all but one case it took a very long time and many hours over the phone to have it fixed. No possibility to escalate anything to managers, complaints process non-existent. Some of their agents are as rude as can get. Just spare yourselves the misery. I am so relived to have finally left.
  • Reviewer
    Location
    Bucks
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bt infinity does that stand for infinately dropping out, poor speed and broken hubs? Had nothing but problems with infinity and for £50 a month a wouldnt recommend it to my worst enemy. Over the year ive had the awful service I have had four supposedly new hubs. Been on the phone to India for dozens of very hard to understand hours. Had service men galore and still its poop. They come, look at the new hub, test the speed and go away happy with the 36mb ish speed. That lasts for a few days then we are back into dropouts and speeds of less than 10mb sometimes even as low as 0.4mb. Nothing is ever done and the compensation ive recieved in all this time us £11. And that is even taking into account haf total no service for eighteen days. Bt is a joke. One star is too much tbh but no option for minus stars.
  • Reviewer
    Location
    Bucks
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Most days at some point ,I get the message "your computer is not connected . " I have .breeze block walls. The signal only had to travel 3 to 5 metres .
  • Reviewer
    Location
    Bucks
    Reviewing
    BT
    Date
    Comments
    5 weeks of stress, cancelled contract by BT, reason? Still don’t know, engineer failed to turn up, numerous calls to BT, promised the world, of course it never happens.
    End result, £108.04 taken from my account for a service I have never had. Was told yesterday that will take up to two weeks to be reimbursed. I can’t even give a star rating. SHOCKING
  • Reviewer
    Location
    Bucks
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Had to comment about the awful customer service and incompetence of BT, both Phone and Fibre.
    First off I must say the product BT Fibre is not an issue, works fine only a few drop outs. But the Customer Service, wow how bad was that. At first we had to deal with India who couldn't understand me or half the billing issues, then when customer service came back to the UK, rather than get better it appears to have got worst. I am in the dying throws of changing from BT after year to PlusNet (who by the way have been great - take note BT). I tried to get BT to simply allow me to change to PlusNet, i.e. get a MAC code etc, oh no was told had to cease my service even after said I would need MAC code etc for PlusNet as would be going with them. No couldn't do that, later in week called again after talking to PlusNet who correctly advised that was wrong etc, was told this time whoever had done order before was wrong and that would sort it and gave me my MAC code (I trusted them -bad move), again when spoke to PlusNet they advised still unable to put order through even with MAC code. Another call to BT different person, then later call back from their person as she was telling me my date for ceasing etc had turned from sometime in sept to 29 august, again told by new manager that they had sorted the cease and set everything correct for PlusNet to do. So next PlusNet tried and got half way - i.e. it let the order start but was not fully confirmed. So checked again why PlusNet having issues today, they couldn't see from their end, so spoke to BT, first guy said and confirmed that Cease was back on after it was supposed to have been stopped and that wouldn't have internet and phone after 29th Aug. Another call to PlusNet and this time, who said explained why no confirmation on their order, so they cancelled and said sorry but you would have to talk to BT to get rid of cease and make into migration, which should be not an issue. Another call to yet another BT person this time somebody who deals with cancellation, who apologised but said in fact that after tonight I would have no Internet and Phone, not after 29th and that because was so close could not stop cease and could not do migration. sorry but that was all he or anyone could do, took a note of the fact that I have paid for my full month of August by Direct Debit and said to reference this when get final bill to get back any money already paid from 27th till end of August.

    So through all this I get nothing from BT in terms tracking of my call (unlike PlusNet, where at least you get an email of your query and question), I get told one story after another - I am half expecting that internet is about to die any moment as I a writing this, no real apologises, no really managers who want to know at this late stage of your annoyance - nobody today would let me talk to manager even after they had talked to their manager about issue.

    So stay well away from BT - they haven't a clue what is going on, they tell multiple stories and just don't care about their customers.
    BTW - never mentioned all the issues about my billing from the start because it would just take ages. I think at this rate the amount of time I have spent trying to sort things out with BT, they should employ me and pay me at least it would then be worthwhile.
  • Reviewer
    Location
    Bude
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Constant low speed or no internet at best 0.13 mb download and 0.03 mb up load.
  • Reviewer
    Location
    bude cornwall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Bt broadband from BT does not do what it says it will i was offered up to 32mg speed and yet i have never got over 25mg
    almost every weekend i get up to 8mg yet i still pay the price for up to 32mg i then get emails asking me to take the higher broadband higher price and supposedly higher speeds yet BT's own engineers state i could never get over 32mg with the line i have now but still they push me into getting the higher broadband just so i have to pay more for the same as i get now something should be done about Bt and there practises
  • Reviewer
    Location
    Burgess Hill
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service, constant fault issues. Advisor didn’t inform me of new 18 month contact when offering me a new deal. Over priced from other providers by £40pm. I would never use them again !
  • Reviewer
    Location
    Burgess Hill
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    There is a lack of communication between BT and me. My broadband package expired this September, but BT doesn't contact me to inform this and charged £20 extra this month. It was ridiculous to pay £63.49 to pay for the broadband package?!
    I complained about this issue over the phone, one staff advised me to continue working with BT and was able to offer me £36.99 for the broadband and line. I ended the call as I wanted to have a conversation with my partners but was not told the price would be different next time! I called in twice afterward and was offered £37.99 and £39.99. Everytime I called in and ended up with disppointment and the problem couldn't be solved at all. I am so disppointent with the service and price offered. It is defiitely a wrong choice to work with BT and it lets me down all the time!!! Never come back again!
  • Reviewer
    Location
    Burgess Hill
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely appalling 'super fast' fibre broadband and the worst customer service experience. Have had ongoing broadband dropping issues for 18 months since installing, dropping 8-10 times a day. If report fault online, it shows resolved in a couple of days but still dropping. To place fault via call centre have been on hold a minimum of 35 mins before speaking to a human being. Have now reported the fault 4 times, seen 4 engineers who promise ''it will be fixed today' then we never see or hear from them again. The most atrocious service ever. 4th engineer this morning confidently saying he'll fix it today. Came home at 4.30pm have no broadband service at all (bank holiday weekend), and have now been on hold for 50 mins asked not spoken Tia person yet. The online BT fault reporting website says we don't have a fault! Disgusted beyond belief that we're paying for this rubbish. The only plus side having experienced this, is that I procure telephony services for central gov depts, and no matter how good the sales people are, they won't be getting any new or repeat business as have seen first hand just how shocking their service has become.
  • Reviewer
    Location
    Burgess Hill
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Oh, boy, where to begin. One starring everything would be too much of a compliment. This company is a disaster, and cannot adhere to their own packages and promises. I have had nothing but issues with BT internet since I first achieved it. Packet loss, frequent disconnections, unexplainable cut outs throughout the whole neighbourhood. Sky seems to be the only internet near me which remains up when all others go down. I and other family members have rung up countless of BT support members, who ask us questions relating to the cloud coverage in the sky, wind speed and the atmosphere. They usually go on to say it is the clouds (even if there are barley any in the sky) or due to atmospheric pressure, then put the phone down apologising. Not a single inch of effort is provided during these phone calls, and the tone of their voice is depressing. For the people who we have had around, they do some tests, and at best have replaced our router to no avail. They get paid more than a practitioner and an NHS worker, for being incompetent, useless and sometimes even unresponsive. Any muppet can walk into a house, check a routers lights, then walk back out, where's the professionalism? There isn't any. Do not join this company with any packages that they offer, they are greedy liars and promise lies. They are unreliable and there are plenty of other companies whom offer a better deal in terms of speed and money.
  • Reviewer
    Location
    Burley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely disgusting service from BT WiFi

    Just to waste my time further after numerous texts and 2.5 hours on the phone

    Complaint Number VOLO13- 680299153906

    No WiFi for months the service team are a waste of space.
    Promised a tech to home address, no tech and informed complaint closed by email
    Numerous phone calls and waiting in a queue

    Useless

    My account is up for renewal so obviously with this diabolical service I cancel it

    Nobody wants to speak about the three months I’ve been robbed by you taking my money and no service so no surprise all I get is a lady who wants to explain the costs of my closing the account

    You lot should wear a mask.. robbing scumbags
  • Reviewer
    Location
    Burnley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Would not pay BT customer service with washers they have NO COMMUNICATION AT ALL. We have been with them 15 weeks, without mobile service for 2 weeks as they cut my husband off for no reason, forgot to port our landline number from previous provider, we had 2 different temporary number am took 1 monTh to sort it out, not had a correct bill for 3 months STILL TRYING TO SORT IT OUT
  • Reviewer
    Location
    Burnley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had broadband with ee/orange for 10yrs+ never had an issue, at contract renewal Feb 20 advised by ee that it was switching to improved BT router .....13 months later, 12+ engineer visits last year, 9 visits this year (2 last week) broadband keeps dropping connection and running at half minimum speed guarantee on a good day...dropped connection 12 times in last hour, spoke to them again tonight, another engineer due in 2 days. Stayfast guarantee is useless, they reset it after every engineers visit so they never have to credit you....Customer Service people are good just a pity the service is so appallingly bad....internet has dropped connection twice whilst typing this review....BT...Bleeding Trouble !!
  • Reviewer
    Location
    burnopfield
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    My broadband has been fine only issues are with the TV package.
    Absolutely horrendous customer service, after them overcharging my account by £70.04 they withheld my money and said they would take it off my bills each month until it was paid back, every month i had to ring to complain as they continued to take money from me, this has went on for 4 months. At every phone call trying to speak to so called managers with unpronounceable names, getting nowhere was very frustrating, also when asking questions and explaining my frustration to be given a number of long silences with no answers adding to my frustration, i think is an appalling way to treat a customer, when asking for a reference number for which i have many off them now after every phone call, he tried to give me a digit less, so when he heard me counting the digits he then repeated the number giving me an extra digit, knowing his mistake. I cannot wait to be out of my contract with them and will not be using them again.
  • Reviewer
    Location
    Burns
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I strongly advise against using their service. Poor customer service and a complete disregard that people have jobs to go to, lives to live, and generally would like an internet service in their home:

    My broadband hub didn't work when I set it up. I followed all the instructions and troubleshooting, even taking apart the phone socket. There was no more I could do.

    Their engineers (which actually are not their engineers) only work 8-6 M-F and come with a £130 fee, which is on top of the standard £50 set-up fee.

    The customer service lady lied to me about being able to use the BT Wifi-FOM service for the weekend I'd be without internet. Unless you live in a shopping center, this service is not available.

    Avoid. The cheap monthly rate will increase, and your savings will be off-set by the set-up costs.
  • Reviewer
    Location
    Burntisland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Switched from SKY to BT, WORST mistake ever.Same problems as other comments such as we need to send an engineer as the problem is at my end. That was just a week after installation. Changed back to SKY never had a problem since. They also charged me for canceling my contract early for something they could not supply. Very rude and useless customer service.
  • Reviewer
    Location
    Burntwood, Staffs
    Reviewing
    BT
    Date
    Comments
    NONE of the categories has proved to be worth even a SINGLE star, and to rub salt into the wounds, I'm locked into the contract for 18 months. Use BT at your COSTLY peril
  • Reviewer
    Location
    Burstow
    Reviewing
    BT
    Date
    Comments
    Absolutely atrocious. They do not give a damn about the rubbish service they provide or the inconvenience and stress caused to the customer. Avoid at all costs and use a competitor. Three weeks after having equipment delivered we are still without tv channels or adequate WiFi. We have taken days off work at cost to us, for various engineers to come out. They haven’t fixed the problem but BT have still charged us £54.00. We have called customer services at least 15 times, again at cost to us. They refuse to compensate us for wages and time lost or refund us the £54.00 they have charged us for services they haven’t provided. This is actually fraud but again they don’t give a damn. Direct debit now cancelled and equipment going in the bin!
  • Reviewer
    Location
    Burton , Christchurch
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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 .
  • Reviewer
    Location
    Burton on Trent
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Sorry to say, just about the worst Broadband reliability ever and after suffering for 4 years am going over Infinity 2. Will report back in due course. The customer service from India is 200%, they are so attentive and if they say they will call back in 2 days at a given time, they do. Pity the rest of BT cannot do likewise.
  • Reviewer
    Location
    Burton on Trent
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Easily the worst company I have ever dealt with. They lie and never understand your problem . My broadband dropped out daily for 5 years..countless engineers sent to no avail. Told problem was in my house and wanted to charge me for this. Left them 1 month ago and been with plusnet...no drop out since. BT slow your broadband down..fact.. I urge you all to leave and join Plusnet..let put these clowns out of business
  • Reviewer
    Location
    Burton on Trent
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely disgusted with the service I have received from BT for past year I have had a fault where the Broadband drops intermittently, called them out Engineers are not interested in getting the fault fixed just keep telling me its an internal fault, eventually they tracked the fault to being external and still having big issues they say its fixed week later same issues never interested take days to come out and by this time your business will be finished.

    You think I am joking please try BT
  • Reviewer
    Location
    Burton on Trent
    Reviewing
    BT
    Date
    Comments
    BT is a serious thief in this country we, their customer services team are a big lairs wasting our times, I have been suffering from them for more than one year, they not canceling my contract and not fixing the problem, in addition to all that they overcharging me every month and always I have spend many hours speaking with their rubbish team, really we should bring those thief to the court and it must not be allowed steal people, we should not just write a review we should act to bring those to the court, I am going to make claim for compensation, because they did not let me to cancel it
  • Reviewer
    Location
    Burton on Trent
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT is the worst service provider I ever dealt with. I am paying for nothing, Although, I have a BT broadband at home, but I have to connect my PC to my phones network using personal Hotspot. I have been with them for more than two and half years, they not letting me to leave their rubbish service, they have a very bad customer services they do not care about their customer, they looks they know nothing about the service except that related to money. They over charge their customer without letting them know, they should understand people are not free to phone them up frequently asking foe explanations and reporting problems. last week I phoned them many times reporting problems and overcharging. They are a big lair, they told me that the engineer will come on Saturday to fix the problem, I was waiting him all the day, but he did not come, when I phoned them, they said he came on Friday and he fixed the problem, but actually I have not noticed any improvement, I gave them few weeks time, but it still as it was, when I asked them to resend the engineer they said they will charge 120 pounds.
    Eventually, I am still paying for nothing in addition to wasting my time and making me angry and depressed.
  • Reviewer
    Location
    Burtonwood
    Reviewing
    BT
    Date
    Ratings
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Problem has been ongoing for about 7 weeks. Underground work needs to be carried out. I was told it had been carried out but it is supposedly being carried out today. They told me lies and broadband speeds are pathetic - 332kbbs download 328 kbps upload.Would not recommend BT.
  • Reviewer
    Location
    Bury
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Terrible from start to finish. We switched from Sky which was a huge mistake.

    They did not keep several promises about our start date meaning no internet for weeks.

    They stopped my service after 2 months, I called them and was told I had cancelled it (I hadn't). I then had to restart my contract from month 1 and my price immediately went up, I complained and got £10 back (it took several phone calls explaining the same thing to different people).

    The Internet has cut out several times over the year for several hours, I never called BT to complain as the customer services are terrible having to tell three people your problem.

    Finally ended the contract this week, was happy to pay up a penalty fee to leave as I was so fed up with them as they put our prices up massively meaning Sky is far cheaper again.

    Please avoid using BT..I don't usually moan either!
  • Reviewer
    Location
    Bury
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    First off, Internet and product fantastic, no problems. CUSTOMER SERVICE NONE EXISTENT. Moving home in 2 months, wanted lines setting up in new prop before plastering and decorating. Guy said yeh no problem £50 for an engineer. I will call you in an hour to book a day. Call was never returned, neither have the last 6 calls. Over 5 hours waiting on the phone and now Im told that it wouldn't be £50, it will be £180!!! Absolute joke. Appealing customer service.
  • Reviewer
    Location
    Bury St Edmunds
    Reviewing
    BT
    Date
    Comments
    Avoid BT like the plague and certainly DO NOT upgrade to infinity. This is the first time I have been compelled to write review. I am shocked and deeply concerned by the number of bad reviews BT are receiving at the moment - it doesn't give me hope my problems are going to be solved anytime soon.

    We were on the dial-up broadband for 18months, then decided to upgrade to infinity 1 with a special extra £1 offer. HOWEVER i wish i could turn back the clock and return to my old hub and package. We never had any problems before, speeds were ok and it never lost connection. INFINITY 1 has been problems from day one. Speeds are shocklingly bad it is constantly throwing us off. The first month the speeds never got past 4mbps, and were 0.2mbps past 7pm at night. I complained and they found a fault with the exchange. The speeds improved temporarily and could reach 25-30mbps (should be getting at least 46mbps mind!!)
    However 3 weeks on it is repeatly disconnecting us. We are forever restarting the hub or disconnecting /reconnecting to the wifi on the laptop. Just done a speed test and it was 8mbps! (8.05pm at night)

    It is so frustrating. The customer service is pretty shocking too - and it takes 10mins just to find a contact number on their website in the first instance. If you are not a bT customer - do not become one!!
  • Reviewer
    Location
    bury st edmunds
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    wırst company they are a kind a robbery…ı just call them cancel my internet cuz ı will do new company they said thats all god after one month they sent bill for still paying … Thats why just dont do anything with bt awful company do vodofone do any other company dont bt
  • Reviewer
    Location
    Bury St Edmunds
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    horrible service. They talked into 18month contract with package I don't need. and paying nearly 60 pounds for it. and they talk you into expensive contract although I informed them I wanted to reduce my monthly bills. After 18month, never again, with BT.
  • Reviewer
    Location
    Bury St. Edmunds
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    I have now placed an order for fibre broadband with BT 4 times. The first two orders apparently didn't reach the engineers (I need fibre cable installing to my property). The only way I discovered this was because I called them to check on progress. The third attempt looked good, I received confirmation email almost immediately. Within 24 hours I then received another email saying the engineers needed to conduct a survey and therefore I had to change the installation date. Each application takes almost an hour, so by then I had lost 3 hours of my life. So I cancelled.
    As I can only get fibre cable to my property by applying through BT, I tried again yesterday; order placed after a mere 45 minutes. I have still to receive the confirmation email which I was assured would be with me almost immediately. I am therefore confident this fourth order is not progressing but can I be arsed to chase them yet again? No.
    I'll stick with Talktalk and their abysmally slow broadband speed, but at least they are competent.
  • Reviewer
    Location
    Bushey
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Our internet crashed today, not great when you're working in a busy office that relies heavily on the internet. I spoke to Val from BT who was very helpful and incredibly patient considering I did not have a lot of the information needed to help her work out the problem. She got our internet back up and running again and was very friendly to talk to. Thanks Val!
  • Reviewer
    Location
    Bushey
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst telecom company ever. We are moving out of town and have been told that we owe a £500 penalty to close our account despite being up to date on all payments? Outrageous! Virgin does not slam their customers like that. Once your contract ends I recommend that you choose ANY other provider in the UK (i.e., Orange, Telefonica, Vodafone, Deutsche Telekom, Telenor Group and Virgin Group). Or if you are looking subscribe, DON'T! They do not care about you as a customer and only want your money, and they will screw you to get it.
  • Reviewer
    Location
    Buxton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    speed has dropped from a download of 1.8/2mps to 0.3mps and Bt helpdesk insist thisis because of distance from the exchange, 3.1km,as an BT pensioner I am seriously considering changing isp

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