BT Home Broadband Reviews

Phoned up to report a phone fault. Got called a rude sod by the person at BT when I wasn't happy they weren't going to do anything about it!!

WHATEVER ELSE YOU DO IN LIFE, DO NOT EVER GET SERVICES FROM BT. CUSTOMER SERVICE THAT ALMOST REDUCED ME TO TEARS AND I HAVENT CRIED SINCE 1983!

Absolutely terrible service which is matched only by their terrible customer service department in India who cannot speak/write English, cannot wait until my contract ends. Will be leaving and not returning!

Switched over to bt and the wifi is terrible. It picks it up on devices for only a matter of seconds before disconnecting and re-connecting. Avoid as they dont provide you with the services you pay for but continue to charge full price for every month.

The worst customer service that I have ever experienced.
I was with BT for about a year, I canceled my contract early because I was moving to another country. I was told that it would cost £74 to cancel my contract early but they ended up charging well over £100. They also overcharged me for several of the months that I was with them. When I was eventually able to get in touch, they kept avoiding my questions about the charges. I emptied my bank account so that they can not take any more money from me, since then they have reported me to a debt collection agency.

STAY AWAY FROM THIS COMPANY

left taliktalk and joined BT phone and broadband service 14 months ago , what a big mistake , phone service was ok but broadband was poor , I got a normal broadband speed of 8 mbs from talktalk but only about 4 mbs from BT , but it was cheaper than talktalk so I live with it , but after a few months BT put the price up steadly , and the contract has ended I rejoined talktalk because last couple months BT has almost DOUBLE the amount I have to paid from £38 to £63 per month and also wanted £ 31 for the disconnection from BT .BT also said because talk talk did not inform them about the switch over so my account was still active , althought I did use their service I still have to pay 3 months rental charge. BT are conman wanted the steal you money , once joined your have to paid a lot more to get out. SO you have been warned .
M CHAN from London

For 6 months I have had issues with my broadband dropping out and wifi being unable to stream videos. Have wasted hours of my life on the phone to BT but cannot get by the call centre who are hopeless and keep telling me they have remotely solved the problem, then the same thing happens again.
When it works it is fine but the gauge of a company is how they respond to problems and BT have sadly failed.

just to say
they offer vouchers that never come i was meant to get 2 sainsbury vouchers never happened!!!
try to call them or respond plain ignorance rest assured i will never sign up with them again, not for the service but fraudulent advertisement!!!!

We upgraded to BT Infinity, but its no better than the ordinary broadband service we had previously. It provides a maximum speed of 21 Gps. This is fast enough in theory, but is insufficient to sustain for some TV programs, leaving us to watch a rotating circle instead. Very disappointing.

Signed up in August 2016 to get fibre and phone on 28th September. Failed to install on that date but cancelled my existing service provider. Phone taken over with no broadband. Still have no fibre as of 6th November. Customer services are a disgrace and tell untruths. Sick of waiting for hours to be connected to customer services who then seem incapable of offering any meaningful resolution. Avoid at all costs as the company is in free fall. Taking on more business that they can reasonably fulfill.

Went back to BT for the broadband and infinity wish I had stayed with talktalk. The router has no range unless it's a day old then quite good but as soon as that day is over kiss you're wireless goodbye the router might reach 3 mars bar lengths but that's about it would not recommend no customer service at all BT is a joke stay well clear

New HH6 delivered before activation,turned it on the day of activation connected straight away.Full 52MB speeds right from the off.No problems at all it just works.

I moved my busines to BT from a previous supplier but its the same lines anyway. BT are the most terrible company anyone can imagine. They dont know who we are, we have no customer number, we cannot log faults without it, we have nothing what we ordered and despite many emails to them and calls our phones and internet are on and off constantly. They even left my old number behind although many times I told them this was to be included. Despite emails from BT for our new system saying an engineer will arrive to set us and and hsow us how it all works we have never seen an engineer !! and we dont work. I should have checked the reviews before moving. But then the other providers out source to BT anyway. So a hopeless situation. BE WARNED. Keep to a mobile if your not a business and keep well away from BT if you are. They are too big to cope and most departments dont even ANSWER THE PHONE. If your lucky enough for them to answer dont expect any continuation of a conversation even if you have that persons number to call them back.

Switched from Sky to BT due to their claims of having the fastest speeds in the UK... Since then, the connection drops out completely around twice per week for no apparent reason... Leaves us with no Internet for hours at a time. The speeds are OK during the day (I work from home), but as soon as it hits 4pm they die a death. I'm writing this at 5.11pm and a speed test tells me I'm receiving 5mb/s when I pay for 50.

Would not recommend them. Customer services operation is based abroad which I wouldn't care about if I could get through to someone quickly, unfortunately you'll be on hold for 30mins at a time to get through.

Can't wait for my contract to end.

I've been with BT Internet for over a decade and BT as a landline for 30+ years.. Never had an issue and always sang their praises to all my friends, etc...

But when they sent me the hub5, they asked me to return the hub3 to them for recycling, which I then did. But after about 3 months orso, the hub started doing random things, such as switching off randomly and more than anything, giving me the worst wifi signal ever. So I called BT and said here must be a fault with my service. So they ran tests, I checked all my settings and everything from my side was all ok, so they sent me another hub5 and I sent the old one back..

I received the new hub5, but pretty much had wifi issues since day1. I can't get signal in the next room and it's a normal house with normal walls I live in. If I'm on my phone and walk to the kitchen, the signal drops and I'm stuck on 4g. I thought it might be my phone, but it's doing the same on my wife's phone and my work mobile, all 3 mobiles are on different providers. My laptop and tablet do the same, they drop signal if I move away from the room where the router is.

I again checked everything in my house, but I don't have any interferences, as I don't have a wireless landline, I don't have any blockers anywhere near my rooms. Ie microwave or special remote controls etc..

So I bought a BT wifi extender for the other side of my house, but it never gets connection as it just cannot find the router at all, I know if works as it works fine when plugged into the main room with the router

So I contacted BT and told the hub5 they sent me also doesn't work and I asked if they can just not send me the hub6, as my friends use it and they (and me when I visit) have amazing signal even long into their garden.

BT then literally told me they won't do anything as I should not be using wifi enabled items as they will never offer assistance with wifi, the lady even told me that their adverts are rubbish and lie (I recorded the call!!!)

So I said could they send me he hub6 because all the issues I've had and I've been with them for such a long time and they said, not a chance. If I wanted it, I could buy it but they wouldn't help me (their actual words)

So I feel disgusted by their services and just plain rudeness of their staff.. I'm still contracted with them for another 5 months, but really don't want to keep paying for a service I cannot use as its **bleep** and a drain on my money and resources in the house.

I would get another router, but BT have made it so difficult for this to happen, as they lock a lot of features to prevent this.

I know it's only the Internet, but I make my living from it and cannot do my job correctly without it and it's stressing me out, I've already lost a customer because of lack of service..

I've been able to test a friends Hub6 while they were on holiday and the signal was amazing. Throughout my house and into my garden. So this proves that the issue is 100% the Hub5 and not my house or area itself. But BT are basicly calling me liar and do not care about us at all..

My contract doesn't finish until the 5th of April so I have to endur this rubbish for a while yet.. I have raised a claim with the ombudsman for help, as it's ridiculous..!

I'm so unhappy with BT

I never normally leave reviews but thought I must this time to warn everyone DO NOT BUY BT BROADBAND OR TV
I have never dealt with people that are so uneducated and basically do not have a clue what products they sell.
Broadband has not work properly since we have had it installed, they tell you that you have a 14 day 'cooling off period' where you can cancel your package if you are not happy what they do not tell you is that this 14 days starts from when you place your order so in my case it took them 3 weeks for an engineer to come out and get it all set up on which case my right to cancel no longer exhausts and want £900 to get me out of my 12 month contact.
After spending hours and hours getting through to someone on their customer services department I get through to India where they are reading from a screen and don't understand your problem - "computer says NOOOOO"
I actually emailed them and now have a dedicated person who likes to call every week "to see how we are getting on" but not actually solving our problem"
They have determined that my broadband doesn't work correctly because of where the engineer has set it up - basically on my tv stand.
They have said connection problems is our fault and nothing they can do - but the broadband needs to be by our tv as it needs to be connected to our youview box funny how SKY do not have the same problems as BT.
But don't worry they are refunding me £11.60 as a good will gesture! My direct debit is now cancelled see how far they can take it for me to pay my bill when they have falsely advertised their services and have not resolved my problem
If you buy something from the shop that is broken you expect a full refund something BT do not understand!!!

Money grabbing is all they are good for. Poor speed, connection always disconnecting and tv programs buffer due to premium programs coming through the internet at poor speeds. To top it off when my contract finished and told them I was going to virgin they charged a fee of £31 to disconnect my broadband. Avoid at all costs. Even the money they give out for joining doesn't turn up.

The worst customer service imaginable.

It started with them sending the engineer round to install the broadband and TV on the wrong date on 3 separate occasions. When they finally got the date correct the engineer wasn't given the correct equipment to install the service I had ordered. This was topped off by them charging me for the 3 months between when I put the order in for the service and when it was finally installed and I was able to use it. This is something others I have spoken with have also been a victim of so be aware they should only be charging you for the time in which you have use of the services.

Once up and running the internet was slow and this also impacted their TV service as most of this runs off the internet. I was paying for Infinity 2 which they say will be up to 75Mbps and a minimum of 35Mbps in my area, however when I finally got round to testing the speed I was receiving 1Mbps.

This has now finally been fixed after a month with many, many calls to their customer service line and two engineer visits, one of which was sent on the wrong day again (luckily I was in on this occasion). The engineers are great and the second one has fixed the problem and it is now working correctly however the people in the call centre never call back when they say they will and when you call them they tell you you have to wait for a call back from the person dealing with your complaint so they just book in another time slot for them not to call you back in again.

Be careful to make a note of any calls you make and any engineer appointments you make and keep it as when I spoke with them about compensation the date they gave for the fault being resolved was 10 days before the engineer had been round to fix the problem.

After all of this they said that if I wanted to leave the contract I would have to buy myself out even though they haven't provided the service I had signed up for, I will never be using BT again and I would strongly recommend you consider another provider.

phoned to cancel old contract. the Sales guy's crib sheet said, new hub, lower cost better service.
So like an idiot I accepted.
Infinity 2 Broadband.
they send me 2 new Smart hubs and 1 new Homehub5 and 3 freeview boxes.
maybe this was to commiserate me coz from the day they changed from old to Infinity 2, NO phone line, No broadband.
please pay us £130 for an engineer to visit "in case you have built an extension and disrupted the cable"
Lol. WHAT?
3 months later, NO phone line, NO broadband, Many promised return calls from Customer NO shows.
The only way I could get ay proper response was to directly e-mail "[email protected]" who is the CEO.
Try it, I can guarantee you will get a response from his department within hours.
Guess what they do? put you in the hands of the same team who crooked you in the first place.
Exceptional!

my broadband was connected a month late after having to call them on a daily basis to follow up call backs that never happened, after a month and 15 hrs plus on the phone they managed to fix the issue. a few weeks later i recieved my first bill which should have just been the delivery charge fr the router, instead i was charged £81 (my plan is only meant to be £30) because another mistake that they have made. i am still in the process of chasing my money. After this horrible experience I will be leaving as soon as my contract ends and not coming back.