BT Home Broadband Reviews

I wouldn't even give a star for the overall service. I have been with BT since beginning of September. It was the worst mistake going with this provider. I tried to save a little money as SKY was out my price range for the speed i needed. I have the 52 mbs but the actual top speed i can get is 33 mbs (being told this from the BT technician that came to my home) Since my package started i have not had a fully functioning service for longer than 3 days. They still have not fixed my problem as i believe they do not know what it actually is with a technician testing everything within my house i and every thing is fine and working other than the service BT provide. Each time i have phoned BT (around 15 times) no matter the time of the day i have an average wait time of about 40 mins and when i do speak to someone i believe there is a culture clash as there is no empathy or even a generally recognition of social companionship. I have tried to leave the contract due to their speed guarantee but they have fobbed me off with so much and it seems i am stuck in the contract as i can not deal with the extreme hassle of fighting them. PLEASE DO NOT MAKE THE MISTAKE AND BE WISE

Worst broadband company ever, internet constantly have issues with speed dropping and no service at all sometimes, phone customer service only for them to lie to you and say they will send someone to fix the problem only for no-one to turn up. I would not be renewing my contract and the only recommendation i would give is avoid at all costs

Took almost 5weeks to reconnect me to my new house less than 100yards away from my old one, then said they could not find my property only to find they were working on the house next door, soon after my neighbours were disconnected then reconnected with my house phone number!!!!!! The average speed we receive is about 1mb poor customer service due to there English skills., also poor value for money I still ended up being changed£63 for the month I never even had any internet or tv. Wouldn't recommend to anybody they are a joke and I won't be staying with them! Tryed to charge me saying it was a fault in my property when in actual fact it was poorly connected at the main box, they did nothing to try to resolve the situation and later basically called me a liar saying I had not called as it wasn't on there system worst company I have ever been with!

A Four Day Customer

Please excuse the saracsim, its a healthier way to express my anger than shouting at their dis-interested staff.

This is an email I have just sent there complaint department (not holding my breath)

Please send this to the relevant manager/ that manager until someone notices how the company operates with a four day customer and can come together with a resolution and a way of insuring this no longer happens with any of your new customers.

Good Afternoon,

I decided to become a BT customer regarding BT Infinity Broadband a few weeks ago. My activation date was the 25th October 2016.

The day before BT sent me an SMS Message advising me, my service will start tomorrow (25/10/2016) anytime up until midnight.

Upon returning home from work, my BT Home Hub 6 was there and I decided to set it up in case I was already activated. Seeing there was a solid orange light (connection Issue) I thought I would leave it. However I did notice my internet with EE had already finished (as I thought would happen). Come midnight it was still solid orange, I disconnected the Home Hub, left it 10 minutes, and reconnected it. Unfortunately with the same result (Solid Orange Light). I thought since it was now early hours of the morning I would sleep and see if I was connected in the morning.

When waking on the 26th October it was still Solid Orange, I disconnected the device (including the ADSL) and reconnected after a few minutes, Solid Orange still.

Coming back from work it was still solid orange in colour, so I decided to run a diagnostic test via my PC. it advised me after there was a connection issue and to call your service.

After multiple calls (your phone back service doesn't like my mobile number?) and a 36 minute wait I managed to reach an advisor. I explained the above issue and provided my details. they placed me on hold so they could speak to the 'Order Management Team.' I agreed to wait (14 minutes) I spoke to a gentleman (no name provided presumably from order management team) who confirmed my go live date of 25th October 2016 and then asked if he could place me on hold (5 mins). He came back to me to advise he needed to speak to BT Open Reach and asks if I was OK to wait again (3 minutes). He came to advise he was talking to open reach and will call me with 5 to 10 minutes. (Call length 1 hour 17 minutes).

He called me back within 3 minutes. The Advisor told me that due to a disagreement between BT (yourselves) and BT Open Reach (a separate contractor now), no engineer had come to my area at all to connect the internet. As well as this they would not be able to provide me a timescale in which this would be happening and a service could start. We agreed on compensating me for the delivery charge of the home hub (as right now its a plastic box with some lighting and a bunch of wires with no other use), plus no charges for the days I did not receive the service (understandably I'm not paying for something I am not receiving. We also agreed I would receive a call back the next day between 08:00 and 18:00, as well as notes being added to the account regarding the above issues within your company causing a delay in a new customer receiving a service.

The next day came (27th October 2016), and I received no phone call. So come 18:10 I called yourselves. I requested a call back (it still does not like my number, so I put down my partners). I received a call back 1 hour later. I spoke to a very helpful gentleman called Corey. I advised him at the beginning of the call I wasn't happy and told him that in a sec I will rant about the service I have received (I surprisingly did not swear). He was OK with this and during my rant could hear him taking notes (made me feel I was being listened too). he advised me he has requested a call back to me by 21:00 that evening but in case they didn't call, supplied a 5 digit text which I could text if I didn't get a call so they could chase this up.

Unfortunately again, I did not receive a call back that night.

The next day 28th October I text Corey's team as advised and I received a call within an hour, the call advisor told me that they have looked into the problem du to an issue with BT Open Reach I was not going to receive my service until at least the 1st November. I advised your college that in the last 48 hours, I have spent 3 hours on the phone, including 1 hour listening to hold music and an automated message (it's worse than what I imagine water torture to be like). and a further 26 hours waiting for a call back (your company name is BT - British Telecoms, and you cant even provide a call back, that's either disgraceful or a serious problem you need to fix). I asked to speak with a manager, the advisor agreed to this and placed me on hold (Again!) whilst on hold (please get more than one song and mix up your automated ladies voice for a bit of variation - maybe Jigsaw from the horror franchise Saw for accuracy reflecting your ability to help your customers) and then they just hung up on me!

I instantly text Corey's team advising all this and received a text to say they are speaking to engineering and would call me within 10 minutes... it took 4 hours and 30 minutes, to receive a text saying a new department would call me within 4/5 days and they had closed my case. naturally I responded asking for a manager from a relevant department to call me and that I was disgusted at the service.

I received a call back from a call advisor to tell me they were transferring me to a new department 'connection' department who would transfer me to a manager. when I got through I was told I would now not receive an update until the 2nd November, (within 10 minutes another day had been added!) I asked to speak to a manager and was flat out refused. I then demanded a call back from a manager, the regulator details for yourselves, and an email address so I could send this message. I was advised they couldn't tell me who the regulator was, they couldn't give me an email address but should go to BT.com for an email? (don't think that's going to help.) and finally I would receive a call back within 2/3 hours. however the fact in 24 hours ive been promised 4 call backs (I think it's 5 but im too disgusted with this service now to count), and finally when I said I wanted to speak to the manager the advisor disconnected the call. A) I wasn't even given a warning (again) for a second disconnection. B) I wasn't abusive, swearing, personal or direct with my (understandable and justifiable anger), also when I asked to speak to your complaints department your colleague refused saying there was no need as there is an open complaint and just kept refusing... WHAT IS THAT ABOUT!

Please can someone from a managerial position contact me before you close today from a relevant department to discuss and rectify this matter with a professional reason, such as an actual reason, not supplier (BT Open Reach) Difficulties. I have now been more than patient with the level of service (or none (not Corey's team, who have been fantastic)). If that manager cannot be bothered to deal with me regarding this issue then by veto I want it raised to there manager and so forth until this issue has been fully rectified and I have been compensated for the above issues.

An exceptionally disgusted and outraged (I don't even know if I'm even being considered a customer)Customer.

Utterly useless. For over a year we've been getting in touch with BT to change the bill date to the 1st of the month, every time they say it's done yet every month without fail the broadband is cut off 2/3 days before the bill date. We get in touch again and some guy who speaks barely a word of English tries to tell us he doesn't have a clue (which I believe, don't think anybody over there does) Almost painful how bad BT are, nothing but trouble.

I'm a partially blind man, I notified bt of this when I took landline a broadband, 1st they sent me the wrong router, then, they could not get me broadband to work, lost count of the times I contacted them, landline kept crashing , broadband would not work, they wanted to charge me over £100.00, to come and check my internal line, 6 months later it was their junction box at fault. Two years later and hundreds of pounds out of pocket, I have decide enough is enough, but leaving bt is another challenge. Crap crap crap Bt. Only interested in talking money, avoid like the plague.

BT are the absolute worst provider I've ever had to deal with. They frequently lie/ignore customers, don't care one bit about their customers and seem to go out of their way to make things more complicated than it actually is. The broadband service we receive is completely unreliable, when we've complained we've just had inadequate responses and our latest interaction with them has been q complete joke. We are moving house and all we want to do is move our account across (because we still have time on the contract so until that point we can't switch to another provider) but trying to get BT to do this has been an absolute farce. When we finally got a date just to have the line connected (and booked time off work to do this) they then changed the date to a later date. This means we have to rearrange with work and also means we'll be without internet for a month which we're still paying for! We will not be renewing our contract with BT and I'd advise anyone considering BT to think again.

Pathetically poor service, over 25 hours on the phone trying to get incorrect charges emotes from my account. BEGGED for somebody with the right level of authority to speak to me to reverse incorrect charges and the release me from the remaining ten months of contract. Nothing doing - silence. Complaint letters - unanswered. So, I cancel the direct debit and call ZEN (A++++ SERVICE!) to hook me up.

Then I get a response! And what a CRAZY experience that was. HELP!! They won't let me go!! SAVE ME!!!

I ordered my broadband 2 months ago, including installation, it took 4 weeks to get my kit delivered and BT then decided not to send somebody to install my broadband because i already had a socket in the place i moved in. After delivery, for 2 weeks the internet did not work and i had several calls with the "helpline" until they finally sent some engineer. Now, since again 4 days after the engineer was here the internet is still not working. I paid more than 50£ of phone bill for the "helpline" and am being told the line is still not working. I wanted to cancel after 14 days but was told to wait for the engineer. Now they tell me i have to pay !!300 £!! Cancellation fee because the 14 days are over although i pad already 3 weeks for internet which is not working. I wasted every day 1-2 hour on the phone trying to talk to somebody with no result, had to take off hours at work to wait for the engineer, cannot do my work from home, will getbtroubles with taxes becausei cannot do my online banking and ALL BT DOES IS TELLING ME THAT THEY ARE SORRY AND THEY WILL TRY TO FIX IT??? NO REFUND ON MY PHONE COSTS, NO REFUND ON MY HOURS OFSPENDING ON THE PHONE AND THEY REFUSE TO CANCEL MY VCONTRACT??? i have never experenced such bad customer service, normally i have been with virgin media and never had such issues. DO NOT GO WITH BT!!! Its a waste of money, time and nerves!!

Have been waiting 6 weeks for broadband, original engineer visit installed hub but said there was something wrong with the outside cables, now waiting for someone to come dig up the pavement outside our house(supposed to be the 27th but no one showed up) Advisers seem helpful and will promise all sorts but don't actually seem to achieve anything for you. Honestly the most disorganised, incapable company I've ever dealt with. I don't think we're EVER going to get broadband!

I have been with BT for 10 years now, on their Unlimited Infinity 2 Broadband and Phone for £52 a month.

the phone is fine, and at the start, the Broadband seemed great. However,

Speed tests at bt.wholesale.com are always good, at around 75Mbps down /18Mbps up,

I am switched my provider with SSE at the moment. because of that same service cost just £21...very cheap saving over 60%

I don't know where to begin, but if you have read the comments on here you have an idea of what your BT experience will be like.
Let me put it this way NEVER EVER JOIN BT, THE WORST CUSTOMER SERVICE I HAVE HAD, TRULY HORRIFIC.
THE CANCELLATION CHARGES ARE LOOKING GOOD VALUE TO GET AWAY FROM THEM.

Sat -Broadband died; eventually found support number; network problem diagnosed by support team and engineer scheduled 08-13h on Monday.

Mon - Took morning off work, no engineer, no call. Phoned support, cut off twice and no call back. Phoned again and had deep apologies and engineer was rescheduled for Wed 08-13h.

Wed - Took another morning off work and no engineer arrival and no call to apologize.

Thurs (tomorrow) - switch to SKY!

I took 2 years feature line contract, but operator put 5 years. after 2 years when I wanted to cancel i was told I am in 5 year contract. so I made them to listen to the conversation and they accepted that Indeed I agreed with a two year contract therefore there will not be any cancellation charges after September 9. Now they sent me a bill of £507 for early termination. so far I spent 3 Hours on the phone with 0845 number with no resolution. BT is a CRAP company DO NOT USE THEM even if you are desperate. My Advise is read the fine prints, take your time, have a written proofs, print a copy and save it.

BT,
When joining with them a fluent English speaker and understander, dealt with all the options. An initial thumbs up there BT. When we moved in, they were unable to provide the services on the day agreed, then when I called the helpline, it felt as if I was teaching an English language class via phone. It took them an extra 2 days on top of the month in advance to get my services up and running. But this could only be done with my telephone box dangling from my living room wall by the wires. I then find that SKY is a hell of a lot cheaper with more for your money. Then to add insult to injury, BT then hit me with a £31 disconnection fee. They say that it is a cessation fee, but I have to pay it if I wish to disconnect from BT. This was not spoken about when I went through the cancelling of the service. BT, such a waste of my time and money and causing excessive stress at the beginning and end of our time with them. Cheers

I can only agree with all of the criticisms of the total service offered by BT. Unresponsive call centres, poor substandard infrastructure, unsophisticated equipment, poor selection of television channels and worst of all a broadband service which is an embarassment. Slow clunky - download speeds of a snail. Glad to have moved away to another supplier and would recommend potential new customers to have nothing to do with this poor company. The are only hanging on because of their BT sport package, the rest of the service is substandard and a joke (but not a joke if you have a contract with them).

I can see that there are ALOT of bad reviews for BT broadband and I pity you folks, however mine is a good one!
Set up quick, efficient - after an initial hiccup with the engineer (I called the BT help desk and they sorted it quickly)everything went well.
I think a lot of the bad reviews on here are from heavy users with multi gadgets but if you are light user (occasional browsing, shopping, banking and the odd download) then I would recommend BT's ASDL broadband service. I have just finished my 12 month contract, called them up and asked what they could offer me - I now have unlimited weekend calls on the landline (which I didn't have before) as well as unlimited broadband usage which will come in handy. I use the internet on my laptop and mobile. I now pay 26.99 per month including line rental - with no delay in cross over. It is for 24 months though and If I cancel it for any reason before the 24 months is up I do have to pay for the remaining months that I am contracted to (hey ho).
Despite that, if you are similar user to me then I would recommend giving them a call to see what they can offer you.
Yes my internet is S L O W (get used to the buffer ring if you want to watch videos! but for my usage it is fine (2-3 Gb per month)

The customer service from bt is some of the worst i have ever come across, tbeir phone manner was shocking when you could actually get through. They make it practically impossable to find a number to call and when you do find it get ready for a 30 minute wait

I changed to BT from Sky because of cost basically. The the package for the TV and broadband looked good on paper and I thought BT were a good reliable company.

HOW WRONG I WAS!

For installation I've had four different dates, only for the engineer to come out and fit the hardware on the original date I was given when I placed my order. I'm still getting text messages and emails saying that the engineer is still coming on the other dates as well to fit the hardware when the work has already been done! Also I'm being told that these appointments can not be cancelled and I need to be in my property when the engineer comes to let him in and see the work has already been done. Madness!!!

After all of this I'm still waiting for my TV and broadband to be activated. When I call BT I cannot get a suitable answer and they seem clueless. The whole thing has been a joke from beginning to end. Terrible service.

I WISH I'D STAYED WITH SKY!!!!

Never even got to use the service. They took 5 days to tell me they could in fact not provide the service, and in the interim had taken money out of my account. I've been told I'll be refunded that amount twice and still no refund after a month. Staff are obnoxious and extremely unhelpful. Overall shocking.