BT Home Broadband Reviews

Fast but expensive and full of contract loopholes to cost you more. AVOID.

BT Infinity is not unlimited, it has a limit of 20GB per month which is not enough for general use. Upgrading after the contract costs twice what a new customer would be offered.
The TV service is not worth the money as offers no extra channels to regular freeview.

Broadband regularly goes down. I spend hours in 'live chat' or on the phone. Their call centre overseas has no ability other than to log a problem and often don't understand enough English to do so.
Their record keeping is abysmal. i'm still being chased for an account I had fifteen years ago, before I moved to TalkTalk and then back to BT three years ago.
In any other industry this company would be closed down.

Don't even bother, it's a nightmare if you want to leave as well.

Broadband is terribly slow ,i really expected more from B T

E mail is connected through my BT account. No access to it today. Account suspended. Talked to 3 different people in India and hours on hold. more than 2.5 hours attempting to make sense. They can't fix it and say someone will call me on Tuesday ,,, have a great evening. Utterly utterly useless company with no idea of customer service

The WORST customer service experience ever. If you go with BT be prepared to spend hours over days to get issues resolved.

Worst company I've ever came across. The customer service is atrocious!! Ordered my new broadband package on 2/07/16, was told the kit would arrive on 15th and service would be activated on 18th. No kit arrived. Tried live chat numerous times, these people pass you about as no one can actually help on here. Was told to ring. Called and was told a new kit would be posted - they posted a replacement hub only, not the full starter kit so was no use To me at all. Rang again 27/07/16 - was told a new set of cables for The hub would be sent out and arrive Today or tomorrow. They are crediting me £11 as a "goodwill gesture" for the time I haven't received the service. So basically they have no customer service skills and paying me £11 back of my own money as I haven't been able to use the service - never again will I use them or recommend to anyone.

Overall unsatisfactory the service with Bt!
Definite not recommend to my family's and friends! And can't see any future business with Bt!

this is hands down the worst company I have EVER dealt with. painful experience and a time wasting bunch of idiots. the staff knew nothing and managers promised things and never provided them. I have been dealing with these idiots for 8 weeks now and I would rather die then deal with them. would never recommend them to anyone even if they happened to be by some miracle the last company to potentially provide a service. I have had money stolen out of my account, promised re payment and never received the payment. all calls are recorded and they have their managers and front staff promising a service and not delivering. an absolute joke of a so called British Telecoms company and I spoke with hardly anyone from England who could understand the situation.

Absolutely dreadful company. Broadband is fast when it works but if you have a fault it will take a week to fix then you will never hear back from anyone at BT. I have been trying for 4 weeks to get in touch with them and no one is responding. Full of rage and leaving for Virgin.

I have been a BT customer for over 10 years (service was okay - not brilliant). It is only today that I had enough.
I will have to pay to have a new router and Freeview box (had them for 5 years now) - new customers get them free.
Its not bad enough that we don't get the same great rates as new customers (my broadband was £20.00/month more expensive than new customers, and that when you do get a better deal they increase the price 1 month into the new contract.
Having contacted them I was told they sent me an email 2 months ago announcing their increases (this email I never received - "must have gone to junkmail"). So I lost out on my free cancellation period.
Now I have been told I have to pay £270 to cancel my contract.
I find this whole matter galling - so I will stick out my contract - but will NEVER EVER again be using BT. Looking into changing the service at work as well. Lets see how much they want to charge for that.

I joined bt over a year ago just for the £75 gift card.I wasnt allowed the gift card as they said i didnt qualify for one although i applied for bt on line.Through the time i was with bt,my broadband was slow,kept dropping and the prices flutuated.I never had any of these problems with my previous supplier(sky).i am now with the post office so bt and stick their broadband.

Thought I would try BT infinity,got the bub and set up so it worked even though the signal strength wasn't as good as with just the old hub.I find it keeps crashing with no signal. Tried diagnostics all the things recommended and still it keeps crashing,phoned for technical help and after 30 minutes was told there was a fault at there end and a man was working on it and to wait for four hours or so. I explained that this fault was not just a one day problem but has been ongoing for months only to be told to wait 4 hours and call back. If that is service its no wonder this country is in the mess its in.

The worst broadband I ever used !
Extremely slow, very slow response (no surprise - line are engaged for hours as so many people are experiencing problems)
Will switch as soon as I can

Appalling!!!

Seem to be the only option where I live. 30 minutes waiting for helpline (which is in India), then they do not know what they are talking about. Just read it from a script.

I took out a package at £23 a month, 14 months later this has increased to £47 a month and no improvement in service.

I get 7.6 Mb/s (their UP TO 17).

Total rip off.

DO NOT USE BT.

Terrible service, speed is slow and God help you if you want to run two devices off your router, 3G on my iPhone 5 is quicker, enquires about reducing my package to match my speed and they gave me lame excuses as to why it wasn't possible, if you need to google something go to a book shop, it would be quicker than using bt

We have had the unlimited BT broadband infinity for just over a year now.
It is extortionately over priced, we now pay £50 per month for internet that is extremely temperamental.
I am constantly seeing better deals online being offered for NEW customers, but for myself who has been paying them for over a year now cannot get any of these deals, nor do they care if you say you are unhappy with it and that you want to leave.
I was receiving no internet for a few days and found it extremely hard to get through to the right people, and even the hold ring tone gives you no indication of how long you will be waiting on the phone, at some points the phone cut off and i had to ring back again.
When trying to deal with the fault with our internet and finally getting through to their faults team, they were totally un-personal and just read from a script rather then listening to me, and to top it off when i asked if i could get some of my money back as i was paying for a service i wasn't receiving i was hung up on.
I've never been so unhappy with a company before and as soon as we move home in the next few months, will be going with another provider.

Terrible, always goes down even when nex to the hub, pages are slow to load, videos buffer and fail its a general crap service

I've been with BT for as long I've had a phone/broadband, I've finally had enough and I'm switching to another company. The final straw was being charged £129 by BT for a visit by an engineer. The phone line was struck by lightning, the hub blew, and I had to replace the phone. The engineer knew that it was lightning to the line that had caused it, we discussed it at length, yet his report didn't mention a thing about it. Spoke to endless BT staff and have been told that it was our fault and we have to pay the charge. Countless times over the years the phone or internet have not been working, we've never once had a penny knocked off our bill. They once took 6 weeks to come out and look at the fault. I am tired of the call-centre staff being overseas, I'm tired of the endless options when phoning them - press 1 to speak to an idiot, press 2 to speak to a lesser idiot. I'm tired of their ineptitude, broken promises, and lack of customer service. They are too large and unwieldy, they don't care about individual customers, they have too much of a monopoly, particularly as they own Openreach. I hope that the company we are in the process of switching to will be a breath of fresh air - they already score points for staff being in the UK, being smaller and friendlier (we're moving to Zen, they have really good reviews). Between the phone, broadband, and BT Vision we spent on average £50 per month, may BT enjoy their pyrrhic victory, they made us pay the £129 charge but they have lost £600 a year in payments.

Broadband Provider Pah!
Totally unreliable Broadband Provision.