BT Home Broadband Reviews

Please don't risk it. BT are fine if everything works, but appalling if anything goes wrong (which it has nearly every year we've been with them).

Their customer service is the worst I have ever encountered. They will pass you in circles to avoid answering your question. They will phone you up just so they can put you on hold.

hi
my contract exprired last months! So before I looked for the new price plan I contacted BT and spent 28minutes waiting to talk tosomebody and let them know I am planning to leave BT. After 28 minutes I did hand up and now arranging a deal with Sky. It is a shame BT does not have a dedicated line for thosethat are leaving. But this actually help me have better deal! Their loss!!!

I cannot explain how much I'd like to see the demise of these incompetent morons. I've had 14 years of 3rd world service with hilariously slow broadband and intermittent service. Please please do not touch this disgusting service.

this internet is sooooooo slowwwwwwww i just cannnntttt

I was tempted to swap my broadband provider when up for renewal, but the man at customer service assured me that my Bt bills would not be more than £42 per month! Renewed with Bt. Unfortunately, I have not had one bill for £42 all being higher. When contacting customer services they blind you with science as to why!!! Will not staying with Bt when up for renewal!

The worst thing about BT is the customer service. Finding answers or contacting them are time consuming, frustrating and often fruitless.

switched from normal broadband,was told 80-90,on first install i got 12 ,complained to bt they said they were delivering 61 to my hub,hardly the qouted speed ,even at that,was told "cooling off period was from date of order,so what use is that,left me with two days to review,and threats of charges within that priod.took on board the review saying i was getting 61 and purchased and installed the latest ethernet board,now tops ou at 42,usually its around 20-30 , again not the promised speed.tv isslower tha the copper and if you take the bottom tv package hardly any increse in the number of channels.so was it worth the chang from copper, ???? NO.have had to hide 120 channels as they arn't in my package,WHY send me them ? every update and reset i have to hide them again .telly keeps freezing and jut going black,total loss of sound and vision.pages now refresh at about 3-4 seconds on the pc,used to be 1-2 on copper,hows that for progress.
i'm tied now but the tv will go at 12 mnths and the broadband will go after 18.
bad choice,dont make the same mistake i did.

Stay away from this company. They have the worst customer service and they have the worst broadband speed and reliability. The wifi crashes 2 times every hour and we just lost 200 pound concert tickets to a crash. This company needs to go bust.

I suffered with broadband speeds of less than 0.5mg for 2 months before moving to super fast broadband. During this time I spent so long on the phone trying to resolve and was always told there was a problem on the line we are sending engineer to fix. This happened more than 3 times and problem was closed but nothing ever changed. Felt I had no option but to upgrade after which I got approx 2 mg. I complained again and I was fobbed off with anther engineer but again no fix. Finally after using complaints procedure got an engineer who went up pole outside and fixed the line problem. For all my hours on the phone and months of them not delivering to contract was offered first £9 and then £11 in compensation. This is a big company who has lost control and as soon as my contract is up I will be off.

After suffering repeated outages and slow internet speeds etc I decided to give Demon Vodaphone the boot and swap over to BT Business Infinity and BT Business Telephone line - two separate lines. The orders were placed, the hub was ordered, Demon were given notice of the take over and every thing was set for the grand swap over on the 31st of October. On the 25th of October no router had arrived so i rang BT Business - hello said I - where is my new router? Oh dear said they - your order has been cancelled - why said I - we don't know - turns out their office in India cancelled the order because they could. The manager from BT Business re-instated the order for the 31st - India cancelled it again - and so it went on - round and round and round - BT UK would order the service - then India would cancel it. I now have a temporary service on the voice line - so we have a choice of dodgy voice or intermittent sloth like broadband that is even slower than Demon and also more unreliable - plus the Hub-5 that screeches like a fish wife and glows like a nuclear reactor! All along BT tried to blame Demon - today I got an email from Demon proving that BT had been fibbing - they were waiting to vacate the line and had been since the 14th of October. BT even had the temerity to say that my BT phone was the cause of the problems - it was never a problem when the Demon was there! Customer Service is a joke - even when escalated up to the Chairman's Office [email protected] in case any one wants the address or [email protected] - 0800 085 3662 - not that it got any where - 17th of November and I am still waiting.

Any suggestions about what to do next would be very welcome

Switched to BT from EE six weeks ago, our speed dropped from 8mb to less than 1mb,Smart TV non existent,Email has A mind of its own.
Complaints department, non existent.
HELP>
JMM

The most incompetent company I've ever dealt with

I left BT nearly a decade ago after they nearly bankrupted a company I set up through their continual and staggering ineptitude.

Having moved house recently and with no other option to get away from the overly expensive Sky, I figured I would risk using BT again as, after all, how hard can it be to turn on a phone line and pipe internet into it? Most of my TV services will be coming over the internet (netflix, amazon, TV players on my PS4, Now TV) so they really have just one job to get right - working internet. To be careful and derisk going with these imbeciles again, I paid for an engineer to come and ensure everything was working.

Fingers crossed, I made the booking. Wow...from booking (15th October) to scheduled arrival phone line (2nd November), of internet (3rd November) and engineer visit (am on 4th November), a day under three weeks. Well, at least they'll have time to make sure it's working, right? Wrong.

2nd - phone line goes on. 3rd - internet not turned "on" until 2am on the 4th. Why? They had 3 weeks to get this ready. Either way, it wasn't working when I tried to set it up in the morning. Morning of the 4th...engineer booked from 9am to noon. Didn't arrive till 1330. I was flying off on my honeymoon at 1430 so was obviously very frustrated already at this point.

Engineer eventually arrives. Oh, your broadband isn't working. Well, can you fix it? No, mate, I don't work for BT, I'm an engineer to fix the TV up. What, I paid £40 for someone to plug in a set top box for me? Yup. He then calls BT who tell him he should head off as the problem is with the line (but not with my set up in my house which I'd set up correctly).

I asked the engineer why BT don't line test in advance or turn it on earlier so it can be checked. Answer: they just assume that broadband will be working and in 90% of cases it is. It's cheaper to do it that way and fix the problems that come up rather than make sure it's all working in advance. It's a terrible experience for the 10% of customers where it doesn't work but that's the way they do things. < Astonishing.

I'm at this point very annoyed at the utter ineptitude of BT, especially given the lead time BT had to get this right and my paying for an engineer to attend my house to ensure things went smoothly. However, I set up another appointment for an engineer to come visit my flat on the day I get back from my honeymoon - 16th November.

While I'm away, I get a text on the 5th November: we've found a fault and are working on it. It should be fixed by 2pm on the 15th (ten days time!) and we've cancelled your engineer visit. I don't reply as I don't want to spend £1/min queuing on their interminable hold to talk to a call centre that has no idea what is going on. Message also says they'll text me when it's fixed.

I receive no text. I arrive back home on the 16th. Internet still not working. I call call centre. Can we run through some tests? Absolutely f***ing not. This is my second day out of the office waiting for you to turn stuff on so I can get my new home working and you've messed me about AGAIN. Over a month after I placed the order.

We're very sorry. Let me look into it for you.
Ah, yes, there is a fault still and they're still working on it. It will definitely be fixed by midnight tonight. Can you tell me what the fault is? No. Definitely fixed tonight by midnight? Yes.

It is now 0530 on the 17th and the broadband still does not work.

These people are worse than useless. They are a disgrace.
They should be broken up and the service split out to people who know what they're doing or actually care or who can force them to do things properly (eg run line tests BEFORE switch on dates) because they have a proper SLA with BT vs Joe Public like me who just has to take it on the chin from these cretins.

As mentioned at the start I took a risk in going back with BT given abysmal previous experience with them but felt it was okay as they only had to turn back on an existing line and internet connection and I thought even they couldn't **** that up. I was totally wrong and bitterly regret that decsision.

And I still have no internet. What a shower.

Had bt boradband and have had nothing but problems with it since the beginning...slow connection and when i am connected to wifi it drops out and re connects which is very annoying. Bt sent me a new router with no improvemement. Bt say they wont guarantee a wifi connection so Im left with very poor internet even when im stood next to the router!

I chained from Virginia media to BT fibre in which my change over was meant to be active with BT from 17.10.16 and to this day I'm still not active. My Virginia contract ceased on 31.10.16 which was nearly 2 weeks after my BT services should have been up and running and still not BT service and to top it all off I have a business line in my property for my employment and the incompetence of BT being who they are they disconnected my business line as this was the only live line in the property at the time which has caused me to now have to place a new order to get the business line transferred to who it should have been in the first instance. I have lost money from this major mess up. They claim that they have had a problem with re systems as to why it's taking so long to get my services up and running meaning that they cannot send jobs to the engineers they are British telecom can they not use a phone to communicate like everyone else it would this be too simple. I had an update today regarding the activation of my BT service and was horrified to discover that an engineer had finally been to the cabinet on the street and now says there is not a spare fibre port to connect my broad band they can install new ports to the cabinet but it's a big job apparently in which they have to dismantle the cabinet to do so and this takes up to 3 months apparently to complete so the service I was promised I am no longer getting in which I could have been advised on this over 6 weeks ago prior to me cancelling my virgin media broadband as now I'm left with nothing not to mention having to pay all the BT activation charges and also have a new to Ariel fitted which cost me £130 at the start in which I now won't need as won't have BT tv as all they can offer me now is 4mb per second instead of the 50 I was promised and they say the 4mb will not be enough to get the BT to and the BT sport service that I signed up for. I have had multiple problems from the start of this process and been robbed off time and time again every advisor I speak to tells me something different each time. I would not ever recommend this well known company as they have caused me nothing but problems and issues throughout along with the major inconvenience with the issue with my business line and now I'm thinking of reporting them to watchdog due to the false selling and the bad service they have provided or should I say no service has been provided. Steer well clear from them they just want to take your money and leave you high and dry

Valerie Morton has the WORST experience with clients. She is rude and thinks everything should be her way or the highway. Ask for someone else if you need a contact.

Went back to BT in March 2016, we live beside a BT exchange, were paying the higher price to get a "quicker" broadband service. I had complained every other month to them. The speed of the broadband never changed, even with one person in the house, simple things like going on facebook was near impossible! They had verbally told me on the phone when I returned to them that I would not be tied into any contract with them. This again was revoked when I left them this month due to disgustingly poor internet service and came up with all sorts of "get out clauses". Even though mine was I was not paying for a service that I was not getting! So, now have to pay £148 to get out their contract plus return their equipment, which I thought would be included in the monthly charges? But I would NEVER, EVER again touch BT with a barge pole, and have already told loads of people in the large company I work for about my experience, which has definitely put a few people off BT!!

Probably the worst broadband I have ever experienced! And all this fibre optic is rubbish, because the last mile is copper wire!! Thank God it's only a 12 mth contract, will never darken my household again with such crap! I advise anyone looking to change their provider, NOT to go to BT!!!

Hobson's choice here with service providers. In general though the 20Mbs speed is acceptable and the service is generally reliable. However, the biggest bug-bear ever is the VERY poor customer service. They simply don't care. If it can't be answered in 5mins and from a script then forget it! I've been 2 weeks and counting with an issue and passed from pillar to post and all just want to get you / me cleared off their books just to satisfy their KPIs. Forget actually resolving the problem!!

Horrendous wi-fi and terrible customer service
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on ‎12-11-2016 14h08

50 minutes on the phone to try to ask when I can get out of my contract....

The reasons are:

Having recently migrated to BT from another provider (fibre to standard broadband) i was left for over a week without any services, somehow my socket had become faulty.....

Once this was working I started to notice that I had no wi-fi in my other rooms in the house. I tried resets, everything, but still no wi-fi.

Deciding to call bt for assistance I was informed I could "Purchase" a super router 6 which would give me a better signal... (I didn't care about the quality of signal, just as long as I had a signal, which I didn't have).

So here it is folks...

Join BT, lose service for 7 days
Experience Broadband like no other, ie no broadband or wi-fi in other parts of the house
Customer service, terrible beyond belief.

I personaly can't wait to leave BT so I'm waiting for the end of my contract as BT will penalise me for leaving a terrible service.....

Disgusting

Having switched to BT Infinity from Orange standard broadband, I have seen no discernible improvement. Just before writing this review, I experienced two pauses while watching iPlayer via the Infinity hub. On a few occasions,, my desktop has lost the connection. Perhaps if there were several people in the house all sharing the hub, it might come into its own. I have several months of my contract to run so performance over the remaining period will determine whether or not I feel it is worth the extra money. At the moment I reserve judgement.