BT Home Broadband Reviews

Without doubt the worst company I have dealt with, the customer service telephone system is designed to make it difficult or impossible to get to speak to anyone and when you do get through to someone in some far flung country who you can hardly understand because of the lack of English, they are rude and have no customer service skills at all, clearly bt want to pay a minimum wage and ship out the call centres to foreign countries, trying to get a refund for the credit on my account was nightmare, seemed to me that they have been advised to tell you anything or lie in order to hold onto your money. Never never again will I deal with this company and can't wait for my contract to end. Advise anyone to stay well clear of British telecom. Disgusting.

Wish I had stayed with plain broadband, i keep loosing infinity many time per day, I've been writing this now for half an hour, Witten it 4 times, but haven't managed to finish it as it keeps going down. Lost it again, now it's back. Wonder for how long.

It was good at first year. 24/7 good fluent and 2m/sec download speed. I guess it was because I was the first BT user in this building(I paid the line installation fee). Then at second year, the nightmare began. Instability all the time at random periods of day. Download speed was down to 1mb/sec. I guess BT just add another client so we have to share this line. Yet the staff just cannot do anything.

Terrible customer care and service. Be nice to speak to someone that understandshe me!

Switched to BT phone connected 30 Nov. Still no sign of broadband 12 days later. Only spent 6 hours on the phone to their customer services over at least 12 calls, only problem they're still not providing me with a customer service. Still no sign of when or even if they can install broadband. Efficient.... Don't think they even deserve 1 star rating as I don't have a service to rate. When off when will it happen....

Having gone to BT because of their Infinity deal a year ago (approx.) I have had numerous problems, an unhelpful, round in circles, conversations.
Currently, I have spent over a month with a background "crackle" on the phone making conversation next to impossible, and my "wonderful" Hub cutting out and recycling,(on 1 particular day from 11a.m. to 4.30p.m.).
My suspicion is as follows;- On this estate, the cabling comes in underground (and the Fibre only comes to the distribution box, apparently}. Whenever we see an Openreach Technician doing something to the wiring in the compartment on the FOOTPATH outside our property (we assume adding another customer to INFINITY)when he/they leave we invariably have the problems. At this moment in time my Internet SEEMS okay, but the phone is still not right, and I wait with baited breath for another Openreach occurrence.

sorry the stars don't go into negative.
promised 89-90 got 12,change ethernet card,got 20-30,changed to a high speed ethernet cable,no change.
screen keeps bringing up KILL screen,even had an engineer out, no better,got better service on copper,dont change over to fiber unless it's cheaper the copper,a lot cheaper.

If I could give less than 1 star I would.BT are a shabby and misleading provider. Steer clear. If you want BT Sport you have to tell them!!

The worst broadband I have ever had. Go with fuel, plusnet, any of the others...half the price and the performance is far superior!

What a joke. I'd be home alone (no one else was connected to the wifi) but I'd still receive very poor connection. Apps were unable to run because they always had signal bars popping up notifying my my connection was pure shit. I tried restarting the router but it did nothing at all.. what a joke.

absolute shambles of a company. Lies and deceipt by their almost non existant customer services. Wasted hours and hours trying to resolve order issues, line still not activated. Indian call centres rude, unhelpful and liars, I have recorded conversations to prove it, yet they still continue to lie!! how do they get away with it!

So glad we're at the end of our 12 month contract. Been on BT infinity and it's the worst connection I've ever expierenced. It constantly drops and a lot of the time barely gets broadband speeds. Customer service will have you jumping through hoops for god knows how long, I really didn't have time to sit around for hours on the phone trying to get it sorted. I waited out the 12 months and now I'm moving everything away from BT.

Absolute rubbish. Openreach engineers are always slagging them off too.

After discussing about a better deal than the one that was offered online, I agreed to having fibre broadband on the deal that was discussed. The fibre was activated and I expected my bill to be what was discussed. However this was not the case and my bill was now £10 extra than expected. When I contacted BT over this issue, they denied all knowledge of me having any discussion over a better deal even though I have proof of this. They told me I could cancel my contract but it would cost me over £300 pounds.
I can't help but feel mugged and ripped off!
I should have stayed with SKY as they were faultless before!

Okay, 8 years with BT no problem. Really no problem.
Decided to move and spoke to an operator who stated.....just plug in at your new address and we'll call you....no call.
Called BT and spoke to a call centre.
After getting through the menu I spoke to a male who stated i'll put you on hold a minute....another male came on the line and asked me the same questions the first guy did.
What happened to the first guy I asked 'Sorry sir...I don't understand you' Then I was put on hold and disconnected.
next call...disconnected after security q's.
next call I spoke to a female who must have though I was quite stupid...is it plugged in??
Okay sorted....after 30 mins on line.
Then angrily called Customer Services.....cut off again.
Next call to CS....'we don't have the facility to cut you off'
....yes you do! you keep doing it.
Not sure if BT want my business or even care...disgusting behaviour and pure incompetence.

where do i start, well i just moved to a new flat on the 7th nov 2016, i then thought i go with BT broadband which they gave a a date for the 28th nov 2016 that then got changed to the 29th nov, i still had no internet, so got in touch with BT they booked out a engineer for the 1st dec, great start this was as a new customer, engineer turned up he gone his checks sid it was a fault from the outside whick in my books was good because i won't get charged the £129. he come back and said that the engineer that done it done it from the wrong CAB address then he said the good news is, is that i've sorted the phone line which i 'm not bothered about but he said the bad news is you still haven't got inter net until the sort out the fibre in the right CAB, so went back on the phone to BT they said they get it sorted the next day which then got changed to the 6th of dec, guess what didn't have internet on that day so i got back in touch again with BT they said they changed the date to the 7th because they wanted to do a big fix in my area as more people was having the same problem and i will without fail have the internet by 8pm no later on that day guess what still no internet, the funny thing is was when i moved to this address the people b4 had talktalk i know this because by chance i pluged my router in and guess what, i had internet it was only 17mb down and less then 1mb up but i had internet, as someone thats wants to start streaming to twitch tv and youtube i need more upload speed BT at the time was a good offer, which so far is the only good thing i have seen in BT the offer would be twice as good if the internet was working. If any off you guys are thinking about BT please beware!!

After moving home, I was forced to get BT as they are the only ones supplying broadband to this area. They are horrific. Totally unreliable internet fails all the time. I hope virgin gets fibre to this area soon.

This is now the 5th time. Yes, the 5th TIME that we're trying to get internet home with BT and ONCE AGAIN IT FAILED.

I have spent a total of upward of 10 hours on the phone with BT. This is scandalous. The incompetence is beyond anything I've EVER seen and I've lived in many countries.

I'm going to start a class action. BT is making money from these customer service phone calls and I believe there is a real slyness behind this incompetence. Reading comments online, I am not the only one to be so disappointed and I believe there is a real chance for a class action to stick.

They've lot more than 10 hours of my time and at 20p/min, they're making tons of money from our phone calls.
Using the median.

At a cost of 20p/min, that's GBP 120 + time I've spent if we use the median income hourly rate (GBP 12.5/hour), that an additional GBP 125.

TOTAL = GBP 245

I really hope we can start a class action. And BT better understand the consequences. They will be serious: in terms of brand image as well as financially once a class action starts.

Do not proceed with them whatever you're thinking. They will waste your time - unless you're very lucky which has not been my experience (I'm not the only one apparently).

Christopher

Rubbish company Paid for 12 months never fix my fault, only worked for the 1st day !!!!!! Terrible

this is the worst service I have ever had. I swapped over to bt at the beginning of October. firstly the phone line nor the internet worked even though they did before I changed.
after waiting 2hrs on the phone managed to get hold of someone they said there is nothing wrong but would book an engineer to come out.
1week later an engineer came out said nothing wrong outside and they wanted to charge us £129.
I rang again 1.5hrs later spoke to someone who said they will send another engineer out. yet again no problem apparently .. still no phone line or broadband.
rang again their exact words were nothing they could do.
after complaining they admitted that the line hadn't been switched over !!! this was done 48hrs later and all seemed well.
but 24hrs later broadband went down and guess what still not working 2months later and the official line from bt is nothing they can do.
but they still are charging me for the service.
I am trying to switch again but this is a struggle as the new company are saying that bt are blocking it even though I am paid up to date etc..
if you want to keep your sanity do not use bt !!!!