BT Home Broadband Reviews

I have infinity 2 and get less than infinity 1 speeds - It was better until I cancelled BT Vision - now they are saying line speeds have increased but ours has fallen by around 5mbs and the drop out rate has increased. They give it away to new customers but charge older ones more and ore fort less and less service and trying to contact them or get a straight response is beyond my comprehension. Overall pretty dismal service.

Cant describe the frustration , original connection date 07/03/16 now quoting 05/05/16 . Have spent 90 minutes , 25 minutes, 45 minutes, 45 minutes on the phone . The result each time? they hang up . Don't go near them.

I've had BT for over a year and the first year was fine.

Then this month my broadband went down 3 times for a total of 2 weeks and my phone went down for 1 week. BT decided instead of refunding me for 1/2 the MONTH of broadband and 1 week of the phone, they would refund me for 1/2 a WEEK of broadband and 1 week of phone. Seems a bit unfair doesn't it.

Broadband drop out rate unacceptable. Frustrating, time wasting calls to India with no resolution, line refreshed, no more problems. Do they not keep a log of the number of call received from the same person, every time you have to go over and over the same things again. Might I remind BT we are still being charged for this very ineffective service. It is all very well to say do things on line, most of the time you cannot get on line. We had four emails regarding the engineer who supposedly came to fix the problem, guess what we could not read them until he had left and BT deemed it acceptable to let us have an Internet connection for a few hours.
Thoroughly disgusted.

If I could go any lower I would. The service is at best awful. Villagers refer to it as "snailnet"

I have fibre optic 76Mbs I get about 60. BUT it seems everytime a BT Openreach guy shows up to do something with the exchange box on the street my connection drops. This happens about 4-5 times a week.
Recently my phone & broadband went down and I looked and saw the Openreach guy at the box. It never came back up. I have called everything single day for a week and get the roundaround from a support centre in India somewhere. No one calls back, and they keep saying it will be fixed today.

DISGUSTING. I tried to raise a complaint and the customer service person said there was no Complaints Dept at BT!

Clearly they don't have enough engineers and the support desk lie.

I cannot put across strongly enough how many problems BT have caused through a simple telephone system office install, not to mention the extreme costs quoted by inexperience's representatives.

No care in the world for any downtime for our company or cost and time taken to fix the problem that were created needlessly after multiple conversations about the same thing.

Internal accounting processes are shocking and everything promised or anything amended goes wrong (I mean EVERYTHING). Not one representative that visited us knew what the plan was after a total of 6 x meetings and multiple engineering visits. The wrong equipment was supplied for which we were charged after advising multiple people BT;s end about the incorrect delivery. Delays of over 2 months for office renervation all down to BT and lack of planning.

Very unprofessional as a whole and not impressed at all, will be pulling plug on BT as soon as i am able.

I will never be using BT again for commercial or private use out of principle - Terrible service! - DO NOT USE

worst customer service I have ever experienced in my life!! so my broadband was due to renew, was offered an ok deal to stay with bt, so said yes to it, after being in phone for 1 hour, for some reason they couldn't load the order,put me through to guy in india, he said he couldn't fix it and I would get a call back on Monday( this was Friday. Mondays call didn't come, so phoned Tuesday as my deal was due to expire on the Thursday, girl answered put me on hold for 30 minutes, then line goes dead. called back again next day to be told all sorted, got home Thursday night service cancelled. called bt next day, got cheeky girl on other end who started to ask why didn't I call last night?? obviously my call was an inconvenience to her, asked for her name to complain, she wouldn't give me her full name, and proceeded to argue with me for the call. so told I would get call back , guess what call didn't come. so iv phoned bt 14 times totalling around 4 hours on phone, each time explaining my situation again. each time bar 1 get a defensive person on other line who proceeds to argue with me, customer service is obviously something that bt don't care about. week on and still no issue resolved, each day I have to phone and go through scenario all over again and get promised a call back that never comes. last call girl actually had the cheek to say they have been trying to call me. so if you want bad service, you want to frustrate yourself and get nothing in return and abused by call centre staff and listen to hold music for 40 minutes at a time, join bt, I know I really regret it. such a shame that what was once a great national company has let itself go this badly.

I changed provider from TalkTalk to BT because TalkTalk we're unable to provide fibre. But the change over was far from smooth and BT left me without internet access for 3 working days. This could have been avoided but BT don't care.

On the 76MB 'Pro' package. Connectivity consistently drops throughout the day, and speeds when connectivity is available is comedically short of the 76Mb headline speed. On a good day wifi speeds are around 2mb and hard wired speeds closer to 6mb. Utter joke. Unfortunately Virgin Media isn't available, so only alternative option is to stick with whichever ISP chooses to front the BT 76Mb service claim.

its worst then really bad, cheating, they overcharging, taking my money for nothing, please never set direct debit. be carefull when contract come to end, they gonna renew without asking, if U late they gonna charge U over 150 to cancel contract U never ask for.
fuck them

STAY AWAY FROM THIS COMPANY!
One of the slowest connection ever tried. The signal keeps dropping 'till there's no connection at all. I have been calling them for 1 month for having it fixed. After 1 month they send an "engineer" who only change the socket and guess what? problem still running

Would be no stars if possible. Having read all the other previous reviews what more can I add? Joining BT was a massive error and I will be leaving asap!

Very poor service. BBand sppeeds of about 0.2 - and after some weeks, BT admit speed was restricted due to connection issues.
Do not understand why they did not tell me this when the line was restricted.
Need to change supplier!

Probably the worst company I have ever had dealings with.The equipment never turned up for ten days and only then when I sent in two letters complaining.I asked theam to cancel within the 14 days they still carried on.When I asked for a credit for the 10 days of service I missed out on they said yes.Then stopped my account as I didn't pay.The reason I didn't pay I was awaiting a credit.Told them to shut it all down cost £137 for 2 months and for ten days of that I didn't have a service but still got charged.Ensure your equipment arrives before the package and within the 14 day cancellation.I have had to pay for their mistakes but it was the only way I could get rid of them.Call themselves British they should be ashamed of the service they provide or not.

changed to bt for fibre optics nothing is working properly.my old supplier both phone & broadband worked ok but slow.but now its hit or miss it took 5 extra days to put in iv had to take one phone out its not compatible!yet it was working before. big mistake changing

Shockingly bad service -- it's impossible to get help on the call centre and you won't get any real help when you manage to speak to someone. Avoid, avoid, avoid.

I changed from Sky to BT to get their infinity package's promised speed. First of all. My connection was not changed. They kept me on the cooper wire. Connection drops so often that is ridiculous. I should have stayed with slower but more reliable connection

Our internet crashed today, not great when you're working in a busy office that relies heavily on the internet. I spoke to Val from BT who was very helpful and incredibly patient considering I did not have a lot of the information needed to help her work out the problem. She got our internet back up and running again and was very friendly to talk to. Thanks Val!

Extremely poor service especially when trying to report a problem -(aways foreign speaking engineers you cannot understand them and they cannot understand you, and the problem doesn't always get resolved) in contrast should you require to purchase something you get clear and precise english speaking assistants.
overall a very very disappointing broadband service