BT Home Broadband Reviews

I tried to place an order for internet and there was hidden fees when I got to the end of the order process. I called to helpline to query the added fees and was met by an unhelpful individual who told me the fees where to install a BT line despite a BT line being in the property already. He also gave me a false name on the phone followed by abuse. However, BT are conveniently unable to trace the call. I would avoid at all costs!

Slow as a tortoise and disconnects every 15 minutes, quality.

Infinity 1 installed on Friday. Over the weekend had problems with access and internet stability. Phoned help desk and was told it takes 48 hours to settle but they would monitor my line. Phoned again on Tuesday because the problems persisted. Connection speed 5Mbps. Told that my order was still open which could cause slow internet and that someone would phone me. Phoned again Wednesday as no improvement and no phone call as promised. The help desk put in a fault and said they would monitor the line. I told them they had promised that on my first call but their records did not reflect that. Also no record of the promise to phone me. I now have to wait for a call within the next 48 hours to let me know what they are doing to fix the problem. I am willing to place a bet that they will not phone me. I told them I will not be paying for the internet until it performs as advertised.
The advertised offer also CLEARLY stated BT SPORTS with BT infinity 1. After installation I was told it was only BT SPORTS LITE and if I wanted BT SPORTS I would have to pay an extra £5 per month.
I deeply regret changing my internet provider and will cancel my BT contract if they fail to improve service.

BT have had me in tears, the engineer did not ring when they said they would, took time off work, so stayed in all day and they did not come, then they offer me a date 3 wks away, shocking treatment from BT, if you want stress go to BT and the staff in support don't speak good English. Nightmare

I have never experienced such poor customer service on all fronts. I have just raised a security issue and been told that to fix it I will have to use a chargeable service. I spent countless hours online and on the phone trying to fix the infinity connection problems and it was like getting blood out of a stone. I am counting down to the end of the contract with bt.

Not getting speed I was told I would get when I started contract.customer service rubbish.

I attempted to upgrade to fibre as the copper speeds I was getting we're slow and I could not stream reliably. Also internet based heating system kept failing in view of poor broadband reliability. Upgrading to fibre was disastrous. There was a glitch with the address (incorrect house number listed on open reach network) so the engineers kept going to wrong address. BT would not fix and ultimately B was left with no broadband.
Any interaction with them takes 1 to 2 hours via a call centre off shore. Problems need to be explained time and time again. After about 8hours on hold over a 6 period and failure of their complaints department to fix things I gave up and left.

If there was an option to put no stars I would have. They don't even deserve one! We've been with BT almost two years they put the price up twice told us we would have BT sport for free none of us watch sport it started at 35 a month now has gone up to 47 a month for just line rental and broadband and funnily enough we've just realised they've been charging us 5 pound a month for something that was supposed to be free which we haven't used! The internet quality isn't brilliant anyways. Stupid company, shit customer services and stupid price. Anyone looking for broadband don't go with BT You'll be paying twice as much next year and they won't even tell you if they tell you somethings free it's a load of shit :).

Son signed up to BT whilst I was away and they authorised payment! Came back from holiday and realised we have a new internet. Mis-sold product to low allowance mb so upgraded to infinity package. This made our contract expand meaning our cancellation date was set to a longer date. Poor customer service line, speaks general and defensive over their T&C's and do not value a customer realising they are leaving them and moving to their competitors. BT TV hardly works and always have to restart the modem and then they blame it on our area. I live in the heart of London, how is that possible? I do not live between mountains. Overall, will not recommend to ANYONE.

Customer service is having to wait 30 minutes for an answer, then another 30 minutes for the "technician" to mess about. They then tell you that it is all OK now but will have to wait 24 hours for it to reach full speed. 2 hours later broadband is running goin so slowly that my e-mail server is timing out when retrieving mail. I suppose that I'll have to go through it all again tomorrow!

the worst provider we have ever been with. Customer services are unhelpful and patronising. Think very hard before joining. Was with Talktalk for 14 year and wish we never left

ABSOLUTELY AWFUL TAKES AGES TO BROWSE KEEPS GOING OFFLINE DISGUSTED THAT IN THIS DAY AND AGE THAT THERE OS NO FIBRE OPTIC AVAILABLE IN A FAIRLY NEW LOCATION

Do not use BT. We are consistently receiving a broadband speed of 0.2 to 0.7 megabytes, nowhere near the PROMISED 1MB.
We can only use one device at a time and, even then, we get messages stating that our broadband speed is insufficient.
Terrible customer service who say that the exchange is 1.2 MB, so they have fulfilled their part of the contract.
AVOID!

I must be one of the lucky ones after reading such bad reviews. I've been with BT for a number of years and only had one problem when our phone line went dodgy. But overall, the speed isn't as fast as it could be, but it's okay. Customer service is pretty good. They have made the effort to call me back when I've been on the wrong shift. Broadband reliability is good too. No breakdowns. In fact when I switched to BT from Virgin and Virgin turned me off three weeks early, BT gave me 4000 minutes of free internet to tide me over until they connected me. Now that has to be good service.

Absolutely shambolic! No Internet for over a month and told if I cancel my direct debit then they will take me to court! No fluent British speaking customer services either is a joke!

Good broadband speed but BT has little customer support and frequent broadband downtime.

My speed is 1.9 mbps download and 0.3 mbps upload.

Well, 15 weeks into contract and issues still not resolved and eventually they have the cheek to say they will now let us cancel our contract. First two weeks no service at all and they said we must have set it up wrong so had to take half day off work to wait for engineer to call. The engineer confirmed it was their fault as they had set it up wrong at the exchange. This was supposedly corrected. Still no broad band tv channels after fix was applied. Was then told it was a line speed issue and ours wasn't fast enough to receive the required channels. Two days later was told it was a line capacity issue and the fix would be applied in a weeks time. The week passed and no fix was applied. Will skip the rest but 15 weeks later received a call to say the actual issue was one of their engineers had connected the wrong cables at the exchange and the fix was now in place. Great- I'll watch the channels I want - Sadly not. After re-setting all the kit for some reason all our services had now disappeared so the fix actually made the appalling service even worse. In total 1.5 days off work for engineers, 15 hours on the phone to overseas call centres and still not the service we are paying for. They have the cheek to offer £30 compensation which I promptly told them where to put it. I want a full refund as I've never received the service I paid for. Steer well clear of BT. APPALLING CUSTOMER SERVICE and incompetent in every area.

Very unhappy have complained now three times, wish i could take legal action as they are taking fees under false pretences. am not receiving service paid for and then cannot get any sort of customer service.
Change speed to router for few weeks then reverts to rubbish, paying for 76mbs only receiving 29mbs.

Broadband speed is not reliable,stops working for 10 minutes when watching a programme . Download speed takes between 30 minutes to 1 hour instead of couple of minutes. When is bt going to change the cable to better cable to carry the information that broadband requires .I have infinity 2 I do not recommend it not reliable to expensive.