BT Home Broadband Reviews

Disgusting service, the communication when you phone up BT is a joke, the agents are ignorant and the moment you want to complain, you will be cut off deliberately or sent on a run around, the complaints team will not address this part of your complaint, they will just ignore it and not respond to it formally, I have proof and ignorance is not an excuse. BT are scandalous and their complaints team is not impartial, they cover up and will try to spin doctor everything in any verbal communication and will simply not address anything formally in writing that is harmful to BT. The complaint handler will make a conclusion on a situation that occurred which is far from accurate and when you counteract it and expose the ignorance in the conclusion the handler will not respond to it specifically in the next email. Ignorance is not an excuse BT, sorry, do not act like your complaint handlers do not know what they are doing, it is all carefully contrived.

Takes approx an hour to get the complaints procedure with the name of the ombudsman they are signed up to when on the phone due to spin doctoring and shocking tactics.

Internet will cut out when it pleases and comes back when it pleases, been offered the same resolution twice that does not work and when offered it the third time you can only refuse.

Complaining does no help as mentioned, the complaint handler will ignore anything formally written that requires a response that could jeopardize T position in the complaint.

Stated explicitly not to be contacted verbally after taking legal advice, this was also stated in writing in my formal complaint to BT through the right channels but yes, you guessed it.. 2-3 calls to my mobile and landline, voice messages left on the mobile and landline, even started receiving text messages, almost laughable that they think this type of tactic/harassment is acceptable even after stating in black and white that you require BT to respond formally in writing only and not to call. But they call to figure you out, what you know and what you do not know to exploit to their advantage.

They claim to have the best wifi signal in the UK, from my experience, no way in hell is it even close.

As you can see from 90% of the reviews on this website in regards to BT, even the most recent ones... Avoid like the plague!

Remember, if the broadband company does not provide you with the service contracted for, ask them for the ombudsman they are signed to and follow the correct channels for the formal complaint procedure, know your rights, you can have the contract cancelled without a fee under many circumstances and be entitled to compensation. Just make sure you log every problem you have because the BT team will deny them even though they can check the history on their end.

I speak from experience with proof, this is not opinion. I have it in black and white.

The broad band is terrible it is also very overpriced I was paying over 50 a month for bt infinity yet it had some really slow speeds

Don't do it, just don't. No other provider can be as poor as BT in terms of service provision. Coupled with the worst customer service I have ever experienced. Order placed on 22/11/16, after 3 unsuccessful attempts for BT to complete the order internally, I cancelled on 08/12/16. By which point I had been disconnected from my previous provider. A full refund was supposed to be paid within 5 working days - supposedly confirmed as actioned that day by a BT manager. Roll forward to 20/12/16 the refund has still not be processed. No accountability, no-one cares. Never using BT again.

For an age we have had ongoing unresolved problems with noisy landline, poor broadband and poor picture quality on our television. BT are so difficult almost impossible to contact and discuss these issues. The latest contact we had a few weeks back we were advised that an Engineer would check our line at the exchange. We did receive a call a day or so after the Engineer was supposed to check our line yet when I asked what was found the BT person calling could not provide any report. The issues have continued and when I check fault tracking the latest landline fault remains unresolved since the 02/12/16 - 17 days ago. Seems they have given up. We live in an isolated property and wonder now about the condition of our underground line which I understand is copper cable. We subscribed to BT Infinity around 6 months ago and also bought new phones from BT thinking our service would improve - not so - it got worse. At a loss now what to do or where to go for help with this

The broadband is okay, not exceptional but okay. It drops from time to time at night but I experienced the same thing with Sky broadband, albeit, less frequently. The things that I really dislike are the fact that when you initially contact them, they tried to upsell me BT infinity, despite the fact that I clearly didn't need it; in addition to this, call and late payment charges are quite steep. I will definitely be migrating once this horrible contract is up.

Paying an overpriced contract for whats nowadays considered an absolutely pathetic upload and download rate thats stability can be considered that of the Titanic. It drops regularly to less than 500KB/s download and 200KB/s upload. Disgrace.

I have used several broadband providers with no problems but BT have been dreadful. They can't get my bill right, charging line rental every month when I paid upfront. Spent hours on the phone each month and have been lied to several times, gets really frustrating. I have problems with connecting any device other than by cable to the router. My connection often drops when I first connect with wifi. Then a few times when I have been put through to the Indian call centre, I have had fraudsters calling trying to put malicious software on my computer. BT haven't done anything to stop that happening. Will be so pleased to leave when my contract is up. I have never had an experience like this and I think BT are going to be history if they don't address serious issues.

Pathetic service from BT epecially if in a hurry to get an active line. They will promise you an installation date in approx 1-2weeks time and then tell you repeatedly on the day that it doesn't activate till midnight , then the next morning you will call as not activated and the will give you another date 2 weeks down the line. when questioned on why? they will blame BT Openreach so then you will contact them and they will blame BT. Its all a big joke and they will offer you absolutely nothing, leaving you with no internet to complete any business over the christmas period.

Beyond Bad service , dont deserve 1 star at the moment.

Pathetic service from BT epecially if in a hurry to get an active line. They will promise you an installation date in approx 1-2weeks time and then tell you repeatedly on the day that it doesn't activate till midnight , then the next morning you will call as not activated and the will give you another date 2 weeks down the line. when questioned on why? they will blame BT Openreach so then you will contact them and they will blame BT. Its all a big joke and they will offer you absolutely nothing, leaving you with no internet to complete any business over the christmas period.

Beyond Bad service , dont deserve 1 star at the moment.

BT have given me a poor service throughout my 30 months of use from them. Unfortunately in my area BT was the only fiber service I could get, the speeds they sold me on were never reached. I complained multiple times and asked them to improve the line but I was constantly told that the speeds I was shown on my computer, through the official BT Web page checker, were either wrong, in package limits or that they would send an engineer to the box who never arrived.

I never expected the speeds to be consistently at the level I was sold but being told that a 25 Mbps discrepancy is within my package limits, the highest one, is absurd. Plus every drop in the internet was categorised as a one off incident and therefore never needed investigating.

In the end I gave up complaining as it was a waste of time. However when I left the property and got a £31 disconnect fee I was not happy. I disputed it as policy says you don't have to pay if you move to an address they can't provide to, but this does not count if you move abroad. I have been left feeling very bitter about BT and their service was consistently bad to the end. On my return to the UK I will never again be a BT customer.

I was a sky customer and had it for 2 years. Never had problems. I thought BT will be better than Sky but I was wrong. I switch to BT and got services after 10 days since the activation date. After 3 months I got problem again now since 8 December this month I haven't got broadband. First they said it will be sorted by 10 December then BT said it will be sorted by 14 December. Called on 14 December again new story that somebody will call you on 15 December. Called BT today twice again new story somebody will call tomorrow. I HAVE NEVER EVER TO THIS SITUATION. Such a rubbish company. I WOULD NEVER RECOMMEND ANYONE BT TILL I AM ALIVE. If you want to make your life miserable, stress or want to take revenge recommend them BT.

Short virsion! I placed an order on 25th September 2016. Basically had no internet for over a month and half due to errors their end. BT compensated me on the really appalling service I received. Had an engineer come over on 27 November to sort it out. Ended up have great Internet for 3 weeks. Got phone call from bt 13 Dec 16 about an open order... told them I haven't and an engineer had been out. BT then called me back to say it was a mistake. Few hours later boom no Internet. Been on phone for total of 8 hours appalling customer service. They disconnected my line by mistake and can't reconnect me until 3rd of Jan 2017. Also received 4 homehubs and TV boxes. Absolutely crap

They stop my connection with my previous supplier while they were not in position to provide the service. And as solution they suggested that I should go and buy a dongle somehwere and use it until they could resume the service.

This is what happen, I used to be a BT customer 2 and half years ago I moved my broadband service to EE as part of a deal on mobile phone. EE broadband was never as fast as BT. So when BT called me over a month ago mentioning that they had bought EE and if I wanted to come back to them I accepted. I asked three specific questions: 1) will i have to do anything, because I am extremely busy until Christmas and if i have to do anything it will have to wait until the new year. the response was I will just have to plug the new Hub in.
the second question was if there will be any interruption with the supply as i run an IT business and need online communication with INDIA 24/7. the response was no, no interruption, not even one hour. I then ask what the speed will be answer: 70 MG/s minimum and up to 80. All sounded excellent so I agreed and give all the necessary details and received straight away email confirming the order and that the switch over will take effect on the 12th of December. few eek later a letter came from EE mentioning that they have been asked to stop the service from the 8th of December. Alarmed that i could potentially have no connection for 4 days I called BT, the only thing they could tell me was that the order will be completed on the 12th. (i never called EE until then, as BT was supposed to make all the necessary arrangement with EE). So i called EE and they confirm that the services will continue until the 12th. On he 12th of December I plg my new HUB and...NO connection. an engineer turns up (without me calling) to check if its all OK and find no fault other that the speed is 40mgs instead of 70mgs. I then call BT who told me that there is "an open exception" on the line and they can't provide the service. (they had already stopped the service I had with EE). After mucb discussion i was offered the option to go somewhere and buy a dongle for each of my computer, until the service resume supposedly 48 hours later?!?!?! 3 days later still no services, and now i am been told that I will have to wait another 4 days.... and as solution i should shop for dongles.

Would give them less than 1 star if possible - absolutely dreadful company, avoid them at all costs. Engineers not showing up, clueless call centre workers who lie and fob you off, managers who never call you back and the audacity to charge you for line rental when it's been 7 weeks and you still have no phone line or internet connection. This company are the worst and they do not deserve to receive any more support from paying customers. Go with Sky or another company that seems to have a clue what they are doing.

Got a good reduced deal 18 months ago. A few dropouts recently that required an engineer to visit house. Service staff called several times to make sure everything had been fixed. Can't really fault the way I was treated. I did have a job understanding the regional accent of the caller -I would guess a strong Asian accent.
My real bugbear is pricing, the moment the contract ended the price more than doubled to just under £40 pm and I never use the phone for calls. Searching around for a cheaper deal seems to throw you int the arms of the worst of the worst if the reviews are to be trusted. John Lewis, Origin, Tentel, all much cheaper but it seems all who are with them wish they weren't.
So where do I go? Pay over and stay with BT or risk it!!! I think I'll still have to search.

Absolute crap. Please don't touch with a barge pole. I'll be taking further
I wouldn't give 1 star for anything but surprise, surprise I can't not rate as zero

If you like a massive language barrier, hearing outright lies from agents, going round in circles, waiting for up to 30 minutes listening to silence while they run "tests", speak to agents who know don't know how to use a BT Home Hub, and getting fobbed off with "please wait 2 days while we monitor your connection" then call BT broadband technical support now! The Openreach guys are great but its so difficult to get an appointment booked with an engineer now (even if you offer to pay for it) that you are forced to endure the worst tech support service on the planet. 11 months and counting until I switch to Zen.

THE WORST
They might market themselves as the fastest broadband but signing BT was the worst mistake. We have had wifi cuts every single day and when we tried to file a complaint on BT website, it simply told us to check if the router was connected properly. After sending a very angry email we were finally contacted by their customer service. They asked us to test the connection with the cable which still did not help. Then they finally sent an engineer. After the engineer visited everything got even worse and we basically do not have any connection anymore.
Hopefully this will solve eventually and I must say their customer service is very good, but it has been taking over a month now and we are all upset. I would really think twice before signing BT and in case you have problems, make them to send the engineer over right away, not waste time with some tests that do not help.

Be AWARE !! After placing an order and have to wait for over 8 weeks before I got my parcel " because apparently got lost in the post.." Same problem happen to my neighbour.. Once we received it I had to wait over 2 weeks because of a problem on "the area", each time the engineer visited the flat I were told that the services would work soon.. nothing happen, next day called again and were told that a senior engineer would have to come to check the issue again, this happen 5 times, customer services have not a clue and miscommunication between wether the callcentre is located and the UK are none !!
Stay Away !!

I was thinking of switching from BT, but only on cost grounds as I have only ever had good reliable service with a very helpful customer service backup. The speed here (rural, no fibre) varies from 5mbs to 8mbs, which is adequate for most things like viewing movies etc. Having seen some of the reviews here, I must be connected to a different BT!

The Post Office was my chosen replacement provider but they appear to be even worst, so I'm going to stick with the devil I know.