BT Home Broadband Reviews

BT, once a nationalised business, was privatised, sold its mobile business (surely the most stupid decision ever!) and has now made a bold leap into the world of glossy marketing and advertising, as well as a brave foray into the sports broadcasting arena. It has the underlying telecoms infrastructure, and is expanding the fibre broadband network, improving the speeds of many householders. All of the openreach engineers I have interacted with are helpful nice people, likewise the call operators.

Its customer services leave a great deal to be desired. When I say customer services, I am not referring to the individuals who are on the end of the phone (who are friendly and professional), but the underlying processes, and the design of their customer interface systems which are devious and designed to obfuscate.

BT is far too aggressive in its wish to sell sell, sell. I would happily jump ship to another supplier, if I could. Sadly I have 9 months left to go. BT's website is designed as a glossy magazine style space for selling BT's 'products' rather than a broadband and TV supplier website oriented towards the customer. It's single aim seems to be to sell more 'products' as it calls them. You cannot cancel a service, you enter into another 'product'. It's very odd, and smacks of contractual requirements from which it is hard to extricate oneself. Nothing can be cancelled online, you must call the BT call centres, usually busy, and often in India, where you will get conflicting advice from the customer advisors. For example. I was told that I would be eligible for a partial refund for my poor performing broadband - I was paying £45 a month, including £18 for a phone line which I don't use, for 17MB connection, when in fact I was getting 6MB. I thought it reasonable to ask for a partial refund, and I was told that would be acceptable, once the problem was fixed. I was later told that I would not get any refund for a service which was poorly performing, only when it was non-existent, and that it would be up to me to demonstrate that the service was poorly performing.

There is no doubt that the underlying tone of a business comes over in all that it be. I find BT to be way too aggressive, and not remotely bothered about keeping its customers happy. We pay a lot of money, and we must ask ourselves, are we getting value for that money? I don't feel that I am. As soon as I have an alternative, I will be cancelling my contract ith BT and going elsewhere, and customer service will be my first priority. A company which treats its customers as a cash cow, to be exploited for maximum financial gain, does not deserve any of my hard earned, hard taxed money. Dear BT, try becoming customers of Virgin Media and see what 'customer services' is really all about. Piss off your customers, and as soon as they have an alternative, they will disappear. You have been riding your monopoly benefit for far too long, and you don't deserve your prized position

Been with BT nearly 2 years and I have to say what a big mistake I've done choosing this broadband provider as the services are extremely expensive and not worth a penny of what people pay..
1 st thing they say that the broadband speed is up to 76 - NOT
The fastest I've seen was 7 MB/s which can be classified as fraud and telling lies to customers as its far away from 76 MB/s
Another thing is that connection is never stable and I always keep getting disconnected, tried speaking with the fault team and they've sent me a new router and nothing changed, after trying to sort that out for months just gave up ...
all in all very expensive , very unreliable and very disappointing... Wouldn't recommend to anyone

Had problems with signal from day 1 they tried to blame it on all sorts of things even though my previous provider had no problems . I had to buy a WI fi extender which helped but signal drops out all the time even though all different settings had been tried just gone back to sky and the problems are now sorted not cut out once bt has a bad hub bad service avoid the hype about the hub 5 being the best there is it's false advertising !!

I'm having problems week on week. Keep ringing BT they sometimes put the download speed up to a decent level then within a week it's back down to circa 0.06MB! Not fit for purpose! Last week I was told it would be up to 3MB and stay that way. What a fool I was to believe them! I'm trying to set up a business from home and need the internet but this is getting past a joke. I was on the phone for over an hour last week trying to get things put right. Bottom line is I'm being robbed: paying for a so called service that isn't there.

pathetic

Very poor customer service!!!
Charged me without any explanation!!!!
I sent them many email and call them many times but unfortunately nobody was responsible!!!

Worse than pxxx poor performance. Unbelievable that BT's "outreach team" OPENREACH cannot justify up grading the service. Money has been "stolen" from BBFN to upgrade already fast urban speeds which should have been allocated to rural communities..

I was promised fibre optic within a month of joining if I left sky and have never got it despite hundreds of calls. Sky was better. I asked for 78 and get 1.7 or up to 2.0 if a lucky day. It drives kids and myself mad with buffering and slowness even on mobile phone!! Bt call centres lied and I am in a contract until September paying £51 per month which includes phone line and am paying for useless Internet and useless service. Even the engineers come out and say it is useless but there is no space in the fubre box st the end of my road. Is there anyone who can guarantee me 100% around 78.00 fibre ???

DO NOT GET BT absolutely shit internet keeps going and main they are liars they promise you with certain deals they once you joined them their rate will go up every month CRAZY. bunch of liars

Very bad experience. They changed the price and I received an email saying that I don't need to pay antything if I would like to close the contract as the price changed. After a month I saw THAT THEY ARE TRYING TO STILL £251 from my bank account!!! I called and still now they did not risolve the problem and are trying to get some money. I really don't understand this brand and only now I realised why it's so difficult also to write an review like everybody does through google or social media. Ridiculous

Now I don't usually do this, leave reviews I mean but I desperately want to discuss my issues with bt even if it only helps one person refrain from signing up to the worst service provider ever; no I am not being theatrical. So it all started when I ordered my infinity 1 and entertainment plus tv package, now anyone who has read up on bt knows how expensive the services are, but hey you must pay good money for good services, but hey, I did my bit now I'm just waiting on bt to do theirs. At first they gave me the wrong hub so I got standard broadband instead of my infinity which in turn led to me not receiving my premiuim channels, sucks right? Well when I called up I was hung up on twice and then finally spoke to someone who seemed genuinely interested in sorting out my problem, or maybe it's just because we all know "calls are recorded for quality purposes" HAH what a joke that is I am actually in fits of giggles.. no, I lied, I most definitely am not. So anyway even though I didn't receive the correct services for the first month I paid my bill having faith that good old abdul or as you and I know him as 'Adam from bt' well you let me down didn't you Adam or abdul or whatever. And now my second payment has been taken and can you believe the cheek??! They've taken almost triple what my bill should be out of my bank.. I am still greaving over my hard earned cash. I mean I don't even have a landline so I can't be going over on my call package, I have unlimited broadband so it can't be that WHATEVER YOU DO, DO NOT GET BT SERVICES

This is the lousiest Internet service provider in the UK. Only subscribed to them 'cause they were the only provider in my apartment building and locked me down on a contract. Frequent outages, poor customer service and just terrible overall.

Looking forward to moving out in a month to a place with virgin media high speed internet. Not your expensive shit 25mbps internet.

This review is of a new connection and we are new customers to BT. BT's broadband checker suggests 2.34Mbs where as 3 other independent speed checking sites suggest 1.82Mbs, 1.94Mbs and 2.04 Mbs. BT have failed 4 times to connect our Broadband, each time giving a definite date, assuring us that the connection has been fast tracked. On the 5th attempt after the engineers rejected the request for fast track, it was connected but a day later than promised. Customer support was appalling - both call centres based in UK and India were as bad as each other, BT's policy will not let you speak to a manager - who you get taking your call is the person that you will deal with, yet after each person assured us that they would personally check and email and call me to update - NONE of them have. A complaint was raised and the person dealing with the complaint said they would call me back at a specific time, it is now 4 days later and no call. Apologies if this is a rant but if this is what a company is like to NEW customers, i dread to think what it will be like once we are no longer regarded as NEW !!

Worst provider I have ever had, I would advise anyone thinking of joining BT to look elsewhere. Customer service is non existent, and you can rarely speak to anyone who understands or speaks English.
The broadband speed is lucky to reach 1mb, stay well clear of BT

Awful product. Always failing. Do not switch to BT. Go with Sky

Do yourself a favour and do not get bt broadband. Our internet just cuts out multiple times a day; this dispite several engineer visuts and literally days trying to get throught to and speaking with indian customer services. The company should change its name to indian telecoms. bit also took them over 6 months to honour our introductary offer as we signed up online.
As soon as our contract is finished I'm going back to Sky.

over all satisfaction veer poor
customer service extremely POOR
Broadband speed Poor never experienced 1 MB for the serviette they sold me as 10Mb
Broadband readability very poor often without. They were charging me £15 a month for a service I had not most of the time and I have send them hundreds of email.

Terrible custormer service was on hold for 30mins to be diverted and on hold another 10mins, take money they arnt supposed to then try to justify it to you! Con artists and not good people dont give them your money

WORST EVER! SO SLOW AND DOESNT WORK

I opted to join the new BT revolution from sky TV following the EPL games being shown. I would have signed up for the whole package and found a great deal online including cash back. The first (broadband) order was cancelled as apparently sky tv put a cease on the line. I cleared this with Sky and put in a second order (which was also cancelled) so after faffing around with their automated system I eventually got through to someone who did a line check and confirmed the cease had been lifted but not before I put in the second order. So I losing patience put through a third order, this was also cancelled. This time I lost my patience and asked to speak with a manager, I was told one wasn't available despite one having already cancelled the the third order. I was told one would call me back on Friday coincidently AFTER the deal had finished. I did receive call but on the house phone (they did have my mobile number but obviously decided it wasn't worth calling on that). I called back as soon as I arrived home from work. I waited on hold for 24 minutes then was told (by you guessed right, an automated service) that it was now 8pm and they were now closed (no sh** Sherlock!).
Their service (if you can call it that is utterly shocking and I would NEVER use these clowns).