BT Home Broadband Reviews

This is about the BT fibre to home service. A complete joke. I have been waiting for the order (paid in March 2016) for 6 weeks now but the orders (yes, re-ordered) kept got cancelled without telling me the reason. The only way to contact is through 08005874787 and you have to wait for at least 15 minutes to get to talk to someone who doesn't know the answer to your problem. The problem is it's a new built and BT provided the router system so no other providers can set up the broadband service for me except BT--- Monopoly is really bad for consumers --- a new evidence! Just now I called and was told to wait for a call from them, just like what happen on Last Friday. I never got the Call! Please tell me how I can make a complain! It is terrible! what's wrong with BT!

Forever having direct debit problems on monthly payment plan of £53 a month so I can budget, BT just help themselves to double from my account most months and I have tried to call numerous times to rectify and it goes back to normal for a month then back to double payments again. Have been cut off by rude indian staff numerous times after spending half hour explaining the situation. One woman "anya" was so rude on the phone to me and shouting I said I would report and she said she didnt care and hung up!! Worst customer service ever they have no clue and spin you stories and are very rude!

The customer service reps are completely Useless. I had intermittent internet connection for about 4 months where suddenly the connection would drop and not connect again. I had to get 3 bt engineers out which all said there was nothing wrong even when they saw the problem happening. This resulted in my diagnosing the issue myself and actually fixing it myself! The came a time which now my BT Vision box doesnt work, my recordings fail or my chanels get Pixelated. broadband and aerial are fine which all points to the box. BT would not swap this out for me but sent an engineer out who was 2 hours late and all he did was a rest on the box. The following dady i checked and it still wasnt working so going back to BT they not expect me to run all these checks again! The customer service and engineers are useless so dont waste your money on this company go for a better one where you will get the service you pay for!

As a new customer I was told it would be two weeks before I receive my router this was the quickest they could send one out. I recieved the router exactly two weeks later and installed it only to find that when they said it would go live it didn't. After phoning the customer service number I was informed after 40 minutes waiting I was talking to someone in India which is where the BT customer service team is based. When i informed them of my lack of service they informed me it would be fixed within 48 hours. Now 72 hours later I rang them back where I was told it will not be fixed for another 4 days. This means from initially starting my contract with BT it will of been 3 weeks before I have the chance of internet. The customer service is shoddy and 'british telecom' seem to have no interest in the British customer. Appaling.

DON'T USE THIS COMPANY... MISS SELLING IS RIFE... Think of the worst double glazing company and x it by 10.. We were missed sold the package by a telephone sales rep... He promised 4 times faster connection then our existing SKY broadband, and that we could connect 7 wireless devices.... Well we are sitting here with less then 1 meg and unable to connect any devices wirelessly... It took over 1 hour to down load a film on sky.... BT take no responsibility for the false promises made and completely disregard the fact that there representative lied and missed sold... We are now left stuck in battle to increase the speed of our broadband so me and my family can live life how we used to.... BT's answer " YOU CAN UPGRADE FOR AN ADDITIONAL £18.00 PER MONTH" This is an obvious plan to sell poor quality products and service and false people into having to upgrade... TERRIBLE COMPANY THAT DESERVES TO GO BANKRUPT. LESS THANK 1 STAR

Awful, just awful.

I upgraded to Infinity last year, but in the past 2 months the amount of dropping out that is going on is so bad that I am now losing money because of the constant unreliability issues of BT infinity.

I have had an Engineer visit my property on 3 occasions in the past month only to tell me I have nothing wrong with my internet connection, etc, etc.

However, the person I am dealing with at BT agrees that I have issues as he has been monitoring it, but apparently he unable to advice on whether I can get out of my contract in order to go to Sky Fibre without a massive charge from BT for the remainder of my contract. Even though that BT are in breach of their own terms, I am unable to get out of the contract, even if the person at BT who has been monitoring the issues agrees that I have issues with my broadband, but they are unable to rectify those issues by simply allowing me to get out of my contract.

So he admits I have these problems and they are not honoring their own service contract, but I am unable to get out of it, ha ha. Awful company that insults my intelligence and I am sure many other peoples intelligence.

They are a joke of a communications company, and my telephone and broadband spend is annually around £2000+. Well they can F off because that business on the two lines I have in my house, including my home office and broadband are all going to Sky as soon as I can get away from BT.

The way they have handled this problem has been just utterly stressful and inept.

The loss of money I have had due to one specific day where the router crashed 14 times, yes 14 times in an afternoon was just stressful and completely unacceptable. I am going to seek legal advice on how to force BT to let me out of the contract and also seek substantial damages for the loss of £ due to the unreliability of their inept infinity service.

I will also add, that BT throttle the network everyone. I know this from a friend of mine who just happens to be a BT Engineer who has worked for BT for 20 years, has basically spilled the beans as to why I really have issues with my Broadband and why so many BT customers have issues, it is because they throttle the network to boost other areas of the network. Obviously this is completely illegal and BT are walking on really thin ice.

I have had enough of BT, the stress of dealing with them, they are the most inept company that I have ever dealt with.

I am going to sue them for damages and I am going to go public with my findings about how they throttle the network. BT made the wrong move by aggravating me. Now it is my turn to cause them stress and embarrassment along the way.

1/10 for BT in general. Sky offer a far superior service. They may not be the fastest, but they are more reliable and far cheaper to use.

Virgin like BT are inept as well from what I understand, and they too have been from what I hear been throttling the network. Completely illegal, and I hope they get massively fined for it one day and taught a lesson.

Speed to low , lost conection every day , not happy , they dont do anything.Hard to talk long waiting time , when talk nothing happens .

The great BT con. We went with BT because they promised a reliable service oh what a mistake. 6 mths down the line we find ourselves trapped with a shambolic result. Promised with a minimum of 3mb ( which is still pathetic) and a promise of a get out if it fails our average for the past month is .79 yet because it reaches 3 at least once a week they want £ 180 to terminate the contract, con being the operative par. our neighbour has managed to sort them out but only after legal action and we don't have that sort of cash to throw away. meanwhile we are stuck with helplines that don't speak English and a useless service. WARNING stay away from BT

SAVE YOUR MONEY--FOR A COMMUNICATIONS COMPANY THEY ARE A HUGE FRUSTRATING JOKE.
We have switched from SKY and their ever increasing costs and lack of loyalty to loyal customers, to BT INFINITY 2 home hub 5. Plus the TV package etc. In addition we requested a landline and Internet installation at our houseboat ( that's a whole other sorry tale)
The speeds are rubbish, the connection constantly drops out and streaming is useless.
According to BT there is no problem, and they have suggested lots of technical things WE could do to try to improve connection and speeds, as well as things like not having more than 1 device connected, moving the modem into the middle of the house, not trying to use the Internet whilst watching a film......I could go on but REALLY.
Our house isn't large,and there's only us 2 old codgers in it.We aren't technically knowledgeable nor are we engineers, so the technical suggestions they have made might as well have been in Chinese, all we want is to be able to switch on, watch to/ movies/sports and check e nails/ browse the web and download books and music, I don't believe any of these things place huge demand on the poor old broadband, but it seems they completely overtax it.
I have moved all electrical apparatus away although the tv is kind of integral to the package! I draw the line at knocking down walls, and majority of the time I'm sat no more than 10 feet from the router.
I had the installation done by their engineers, but despite this it's still rubbish.
Wish we could get Virgin in our area, but for now looks like I will have to go back to SKY and their slow expensive but reliable service. COUNTING THE DAYS tick tiock

where do I begin.....just dont use them, I went online ordered infinity2, they gave me date for two weeks and.... well nothing happened so I called back in.
on hold for 10 mins as is the norm and a bloke answered, kept me on hold for 10 mins to speak to someone who may help me but put me through to another department without saying anything, guess what another 10 mins on hold then a very unhelpful lady from India said the reason I had not got the broadband was the order I put in hadn't gone through and that it was my fault , so I queried why I had been given a date and why someone had called me to check the line number was correct to which she said I have cancelled your order and you will have to go back on again and carry out another order..... so I replied you have been most unhelpful, thank you very much for cancelling the order you have saved me some time goodbye.

We moved over to BT Infinity having been promised wonderful connection throughout the house.... They lied! We can only get broadband in the room where the hub is situated.

I caught my husband sobbing when he realised that if I wanted to be on the computer in the study then he couldn't watch TV through sky connect. I now have the hub as a wonderful ornament in the hallway, by the lounge door, whilst I sit in the kitchen with my Ipad - still wondering what I can use my study for!

I contacted BT, Consumer Services are extremely rude and unhelpful. I can leave BT if I pay £700 - yipee, so stuck with them for another 9 long months, but leave them I shall.

If you're looking for a decent broadband provider AVOID BT

I am disgusted with the poor customer service. I was with Fleur telecom who are exellent, but dont provide fibre in this area. So i signed up for fibre with BT. External works due then a week later internal works. External engineer did not do the job, no one kept us informed, then today the day before the connection was due, openreach phoned to say they cant do the connection as the external work hasn't been done. BT customer services said they would still be cutting me off tomorrow for an undetermined length of time. THe engineer would give a report within 2 weeks! I told them i am a GP and work from home out of hours telephone triage for emergencies. they said it made no difference. I said it was entirely their error why cant they stop the cut off, they said it's at the stage of no retur. I asked to speak to a manager and am awaiting the call back. I am gobsmacked at the appauling service. Entirely their error but absolutley no acknowlegement and no concern for my livelihood nor patient's lives. Plus they have taken £74.11 out of my account without having provided the service and still want to cut me off! I phoned Fleur telecom who were brilliant as usual. They have put a stop on any hand over to BT for tomorrow so hopefully that will work. I will be cancelling the fibre broadband package with BT even though it's over the cooling off period so no doubt they will want to charge me. I will be contacting DSA and taking this further. THey have not delivered on their contract and therefore i will not pay. What a lousy company. I will never go with BT again.

The worst service i have ever came accross. Priced way to high. It took over 1 hour and 4 differnt departments. 1 in india and 3 other cities in the uk.
How old peaple get anywhere with them i dred to think. But that is how they rip customers off.
No loyalty from them.vafter 40 years.
Stay clear

I switched from talk talk to BT 18 months ago as they had a good deal and we're offering 50£ worth of vouchers yet all that was not worth it ... speeds are same or worse than TT prices higher, customer service useless ... Oh and forgot to mention that no sign of that promised 50£ Voucher (said that I do not qualify as I requested it too late ... 6 month time limit and I filled the form on 3rd month so I was basically robbed) switching to plus net now. Cheers

Switched from copperwire broadband to the fibre optic (infinity broadband) 54mbps allegedly getting between 30-35mbps. Switched because old broadband was around 17mbps, also router kept resetting, was told because we were running too many devices at once? The hub was struggling and that the new hub could handle the load much better, however still getting the same problems as before, internet keeps dropping whilst watching youtube or facetime, even dropped whilst playing xbox online at 2am with no other devices connected!

The worst customer service in history! First, the order was messed up. This delayed the installation by 2 weeks! Then the engineer did not show up on my day off that I took specifically for that!!!!!!! Then I was 3 hours on the phone to find out what happened! Them they refused to schedule an appointment for a more specific time! Then they forgot to send me a confirmation of a new date! We are ready to take a legal action!!!!!!!

The worst I have experienced since days of NTL! So far on-hold for 50 mins without speaking to someone. WTF? If I could give no stars or minus I would. 100% dissatisfied.

I can not wait for November when my BT contract is up. From broadband speed to billing to customer care, the whole experience has been abysmal.

Quite possibly the single worst experience iv had in dealing with any company .
when I was getting an intermittent fault with the net going offline 5-6 times a day when I asked the BT agent why should I have to pay for a service like this the reply was "thats just the way it is "
Im now with plusnet !

Just finishing my 1st years contract with BT Broadband, it was like a farce at the theatre, suddenly cancelled my service by mistake and tried to charge me £55, this involved many many calls to India where no one listened or changed anything, have been complaining about the drop out (can't actually use wireless unless Im literally standing over the router and even then its intermittent) but it took nearly 8 months for them to send a new one! Have now signed up with another provider and they are blocking the transfer, I have complained officially, no response, called and wasted several hours of my life being put through to various useless people who DONT help, now finally had enough - DONT USE THIS COMPANY!