BT Home Broadband Reviews

I have a basic BT broadband package as we are still on the copper wire network, so paying extra for Infinity is pointless. WHEN it works, the speed is fine, but it drops out at least once an hour, usually for about 5-10 minutes, so streaming live movies is a test of my patience. BT customer service is appalling. After waiting 20-30 minutes to actually speak to someone, they just respond with a sales pitch for Infinity. Their website is as unreliable as the rest of their internet services. I have been trying to set up a secondary email for a family member. It's a relatively easy process (if it were with any other provider) but the BT website keeps crashing on the final page and, you guessed it, no-one to fix the problem and I'm now on the fourth DAY of attempting it. I have 8 months left on my contract but I can't seem to find a provider who actually provides the service they advertise. I'm not asking for some all singing service that will run a space station full of live games, just a very basic, reliable internet service.

When you go to desk top help and they tell you (1) Switch off the power supply at the socket or pull the power lead from the back of your hub. (2) Wait for the green light to come on you know something's not right

The service has always been poor. Now BT have introduced Open zone locally, the service drops 4-10 times an hour. BT like to tell me the speed is good at the local exchange - but that's not where I live.

Diabolical speed from BT (1MB ONLY!) Supposedly upgraded Shebbear exchange. Waste of money.... no better than before. Fibre cables put in to within 200m of property but have they offered to connect us to provide AT LEAST the 8MB we are supposed to be able to get? HAVE THEY HECK! Just can't be bothered. No doubt the excuse is 'not enough customers in our post code so get lost!'

Worst, sorry excuse of a company I have ever had the displeasure of coming across. Do yourself a favour and switch to people who don't scam you of your money. I don't recommend these utter scammers at all.

First of all I have to say I resent giving even one star because BT really deserve a big fat zero.

Having been with TalkTalk I decided to move across to BT Infinity when I moved house. I called and went through the order process, and was advised that BT would sequester my existing number from TalkTalk and move the service across to coincide with my move in February 2015. Cool! I paid a years line rental up front along with an extortionate connection fee and looked forward to my super fast internet and phone service.

The first red flag was when the engineer didn't turn up as booked. I called BT and was connected to their call centre in India, and was informed that the work had been carried out remotely and my service would be active before midnight. The following day I had a dialling tone (RESULT!) However, when i called my home number the phone didn't ring. I call call out but couldn't receive incoming calls and the internet was S.....L....O....W....

After many, MANY weeks of dealing with the same individual in India, (I didn't request the same person - she was the only operative who ever answered the phone) I was getting nowhere. Then, out of the blue TalkTalk emailed me my latest bill.

Um... How can this be when BT provide my service?

Well, it turned out that BT had never adopted the line but had partially switched it at the exchange. Soooooo, when I called out it was with BT, but incoming calls were received via TalkTalk....wait for it.... AT MY OLD HOUSE!!!!!

Isn't that brilliant?! Seriously, you can't make this stuff up.

I called BT again...and got through to the same person in India again...and I explained the situation again...and she promised me she would fix it again...

In fact she promised me she would fix it by the following day and then call me to make sure everything was working as it should be. No one called.

I called BT again... and got through to the same person again... She told me she had actually tried to call me the previous day, but no one had answered.

Um... because it didn't ring. That was the issue in the first place!


This went on and on for months. Me pleading, begging and eventually threatening. Them nodding, smiling and doing nothing. Eventually I did manage to get the phone issue sorted, but only after a very nice man at TalkTalk offered to contact BT and idiot talk them through the line transfer process. (Thank you TalkTalk, I'll be back as soon as Im out of contract).

Anyway, to cut a long story short-(ish), its a year on, I now have phone service, but I'm paying for BT Infinity whilst they provide regular broadband. Aaaaand I've yet to receive the refund i was promised.

But it's ok... they're working on it.

Don't do it people. Buy your broadband elsewhere. Life is just too short.

It took over 4+ months by BT in LONDON to get my Fibre up and running which previously had been running PERFECTLY for 2 years. Terrible customer service, multiple engineers visits (6) often out of the blue and essentially an organisation who has no idea about it's core business anymore. Was offered £4 compensation for over 6 months of useless customer service that often suffered from drop outs and took my complaint to the highest level. When you do they then mess with your connection further as you've black listed and it would stop every so often. I work in the IT industry so know how things run and often was told the problem was always in my end, i.e. home and not their network whilst i knew otherwise and fought them to address it. You're consistently threatened with charges if you're found to be wrong so it's a VERY good thing i know whats's what and refused their rubbish assumptions and analysis. Avoid BT like the plague!!! Z**** Have moved to Virgin Media and their worlds apart. BT should be broken up and sold off it has no idea what it's doing anymore!!!!!!! Will never use AGAIN!!! 18 months of pure crap!

Used to be excellent now really dire

BT are by far the worst large company I have ever had to deal with.

I have had an intermittent broadband fault for over a year that many competent providers would have diagnosed and fixed but not BT.

The customer service (only good thing is 150 is free) frequently has delays of 30 minutes plus, 9 times out of 10 you deal with off-shore call centres who do not have much knowledge and are difficult to converse with and on two occasions hung up on me (no swearing or shouting either).

When you do complain this falls on deaf ears and the promised callbacks fail to be honored even when they send texts confirming the date and time.

As an organization they have become a joke in terms of customer service, even in a non-fault related manner there ordering process is a comedy of errors.

Finally when BT stuffs up most major suppliers would offer a bit of compensation as a way of goodwill, however with BT you have to plead your case and when they finally pay out this is a computer calculated amount of a pittance that bears no relation to the stress you will have endured dealing with them.

If you can choose anyone other than BT I would advise you to seriously consider your health and mental sanity before joining them.

Terrible customer service. Disconneting calls, staff saying over and over this same without listening, not helpful at all. Delay with connections, no help during the weekend. Sending not updated bill. Broadband slower than others company. AVOID

BT infinity with Hub 5 - dont bother.
The speed is not the issue. Works fine when it works but it constantly drops and BT have no idea why.
Have had 4 routers in 18 months. Still got issues now.
Once the router failed completely and had to wait 3 days for a call back only to say they will order me a new one. Another 3 day wait.
Connects to andriod most times but hates Iphone for some reason.
18 months is over so now cancelled. Sky was better before even if slower.

Terrible, never again. They will cheat you overcharging for things you never asked for and never solve the disputes.
Avoid like hell

Well, after having the one with terrible customer service (Talktalk), the one owned by BT (Plusnet) and BT itself now I can honestly say that BT'S broadband is the least reliable of them all. Plusnet and Talktalk provided faultless service however Plusnet does have the edge on customer service. I will be leaving BT at the end of my 12 month contract!

Speed varies from 17 to tonight less than 5Mb/sec
Had engineer out twice recently to rectify the problem, but the problem keeps returning

DISGUSTING!! 2 hours in the phone for 3 days and no one to talk and when they answered put the phone down on me :o I am paying for a service that I am
No getting. They are charging me for Internet but I have none!! Really? According to them the system did it. Resolve my problem but don't waste my time. I work from
Home and everyday, every hour I am missing on money. Wooooow!!

Vey poor download sped, intermittent drop out, and a lot of buffering on catch up

Avoid BT like the plague, they are a terrible company with a really poor approach to customer service.

if anyone is thinking of getting bt phone and broadband I would seriously think again, they are the worst to deal with, over Christmas we had no phone, no internet for four weeks, compensation was £23, what a load of shit, trying to get through to a bt person in this country is like finding hens teeth, go to anyone else and avoid bt like the black death, hopfully shitty bt will go bust and openreach go down with them, their all a bunch of tossers who only want the money and don't care about anything else, sink sink sink bt and never pop up again

That star was a mistake.
I contacted BT over a month ago to give plenty of time for them to sort my connection in my new build property . I told them the house was fibere but I was told BT won't know that until I order a phone line which I did 2 weeks later I had a call telling me it had been cancelled by open reach so I would have to put a fresh order in . So I did this an another 2weeks passed and I got a call saying it had been cancelled again. Next excuse was I was ringing the wrong department which just happened to be the same number ? This is still ongoing and I am in the property without phone or Internet BT are the worst business I have ever had the misfortune to deal with . If you have the choice avoid them

I have just returned to BT after many happy years with talk talk.. mainly because I wanted a cashback deal and a bt deal. I left BT originally because of the appalling service. My recent experiences tell me nothing has changed. They give dates for installation which they dont keep, the engineers dont know what systems they have to use i.e. They told me that they had no cable in my area and cancelled. The admin team told me they did so they reinstated my order. To cut along story short I have no tv, no broadband and no landline as talk talk have now cancelled and BT cant do anything for anither week. I am 20 days past the original instllation date. Absolutely uselss