BT Home Broadband Reviews

So bad I'm assuming must be a joke. Ironically after the latest delay with installation they said "Don't worry ... we will call you back on 1 April".

Ordered BT TV, internet (as well as the obligatory telephone line) 6 weeks ago. Since then I have had 26 phone calls, 15 hours of my life wasted, 1 unexplained non-attendance by an engineer and
5 occasions having the Indian colleagues guys putting the phone down on me when they didn't know what to say.

I STILL do not have television. AND spent the last hour on the phone speaking to 4 different people to find out what was going on (3 of them couldn't).

The promise I will have TV tomorrow. But they promised this on Tuesday but then sent me a text saying there was a technical fault

Without doubt one of the worst product / customer service experiences I have ever had anywhere in the world.

Thinking of switching to BT Broadband, DONT. I switched from Talk Talk due to slow speeds and poor customer service but believe me TalkTalk seems to be infinitely better than BT. Firstly we were left 1 week without internet connection at the switch. A very poor standard of call centre customer service officer told us that the problem was the Hub that they sent us. They sent a second which also didn't work so an engineer was called who got us up and running. It was not the hub at all. Unfortunately we now find that the speed is well below the TalkTalk speed we tried to move away from. The final irony is that our internet speed is so slow that we can't even run the BT speed tester!

For me now BT is a synonym of horrible, I never have so many problems with any providers as with BT.
I lived in several countries, used about 7 int. providers.
But never, I mean never, had so many problems as with BT
I have a contract with BT since 2011 in all those years random disconnects, speed drops, in all those years our property visit so many engineers that I lost my count.
I think I had less girlfriends in all my life, then engineers visiting our property.
And guess what, when I tried to cancel the contract, because I've had enough of...
They said that's impossible unless I pay termination fees of 100 something.
Sorry for my bad English!

COMPLAINED TO BT ABOUT NOT GETTING ANY NETWORK COVERAGE. WHAT HAS BT DONE? PUT MY BILL UP WITH 5 POUNDS WITHOUT ANNOUNCING ME. ALL THROUGH THE CONTRACT BT SUPPLIED VERY VERY POOR SERVICE, AT THE END OF THE CONTRACT CHARGED ME 30 POUNDS BECAUSE DIDN'T CONTINUE WITH THEM. THIEVES!

Random disconnects happen far too often, even if I'm metres away from the hub. It can't be relied on. It took too long to find someone in customer support that actually cared. I seriously don't recommend.

erratic, unstable ,non existent customer service . I see Openreach vans every day but what they are working on ,only heaven knows

I moved house in January and took 2 weeks and many hours of phone calls to get my broadband infinity connected as the original order was cancelled but the new order was not put in by the customer service assistant they then charged a £130 connection fee even though i was an existing customer and again several phone calls to get my money back. one of the calls lasted 2 hours and i was put through to 8 different people. Absolutely appalling service. I am now trying to upgrade my TV package and have been informed there is a fault on my account. I was told last weekend after speaking to 3 different people that this would be fixed and I would be contacted but so far nothing. I phoned today to chase to be told that they needed to submit the fault again. This was obviously ignored the first time. I will be phoning every day until this is resolved. Hurry up Virgin Media in my area!

I have recently found that my broadband speed was 0.5 Meg per sec. I made an effort to improve this by contacting BT. They informed me that I could get 9-15 MBPS. I then went through the process of upgrading and was told that this would be completed by 18.03.16. I called BT on 28.03.16 to find out where my new hub was and that I hadn't seen any improvement with my broadband speed. I was then told that I couldn't get anything better than 8MBPS. They also informed me that there was no evidence of the order being place.
I have wasted several hours of my time attempting to sort this out when it should have been quite an easy process. Also, why was I sold a package that can't be delivered?

Despite hearing all the horror stories of BT's terrible service I made the mistake of leaving sky for BT in the hope of getting better broadband speed. I ordered my package (BTinfinity and full tv bundle). Basically I seen a deal for BT package with 80mb infinity broadband. So I typed in my address and it said I could get infinity. So I went ahead and placed my order for 1 months time because I had to give sky 30 days cancellation notice. I had booked the BT to be installed on Monday 21st March, a week before this date the engineer would be calling out to the cabinet to hook me up to infinity. So before my engineer called out I just decided to log into myBT so see order progress if any and it said "your order will be complete on Thursday 24th March". So I contacted them and they said it had been changed to 24th, nice of them to not email and let me know this. I was also not even able to track the progress because it just keeps saying an error occurred. So anyway my sky ended and because BT were going to be 3 days later than I booked I was going to be without any phone/internet or tv service for 3 days. Then on Thursday 24th the phoneline came back online but no internet. I contacted them and after numerous times on hold and being blatantly hung up on I was told that the internet order had been canceled due to "a mismatch in reference ID", which apparently means the cabinet the engineer called out to has the old copper connector which can't be used for infinity, the girl said I might not be able to get infinity and they would update me on Tuesday 29th March (my semidetached next door neighbor has infinity and used the same cabinet so seems odd). Keep in mind the only reason I switched from sky was because I was told I could get infinity, which in my mind is basically false advertising. So I am without internet for over a week so far and not knowing what service I will eventually end up paying for.

Worst service ever. Never had issues with sky. Router is rubbish - you cannot pick up a signal after a few metres, cannot use another router withit, tied to rubbish bt dns that keeps failing and technical support blame it on router or your computer, when it is obvious it is the bt dns that has gone down and then after lengthy phone call and escalation they finally admit the issue is at there end. Speed is on par with dial up on a bt infinity 1 contract with no fibre running into home... so no fibre only copper! MISSOLD! Then you call to log faults and they lie that it has been raised when it actually has not. WORST EXPERIENCE EVER! ANYONE THINKING OF MOVING TO BT - DON'T - YOU WILL REGRET IT! THEY LIE AND CHEAT CUSTOMERS!

We placed an order several weeks ago for broadband. 2 days after we moved into our new house, still no broadband so we called BT. They told us to wait a few more days, then they would call us. No call after a few days - they'd tricked us into waiting longer so our '14 day opt out period' had expired. We now cannot leave as we are 'contractually bound' to use BT now. Still no broadband, 2 weeks later. We're still paying for the service. Unable to cancel. We've been disconnected from the online chat by them as soon as we mention we have a complaint! We've been promised a phone call in 4 days - as if that's going to happen! We still haven't been told what the problem is. I've never had such bad service in my life as with BT.

I have been with BT now for two years first year was good broad band speeds brill then renewed my contract and that is where the problems started speeds keep dropping can not keep the speeds I have even emailed bt openreach executive and they are not helpful at all went to the ombudsman and they fell on BT side even my MP was a waste of space have sort legal advice and told cant do much but start a twitter campaign might get BT openreach to do something

I changed providers from Talk Talk to BT Infinity 2. BIG MISTAKE.

Their claims of up to 76mb is utter rubbishy and was not even able to get half of that. It's all a scam.

They blame it on old cables or aluminium cables from the cabinet but won't invest in upgrading this infrastructure.

So basically, it's lump it or like it.

Don't waste your time with BT. Come back TALK TALK, all is forgiven.

Wish Virgin were in my area.

Disappointed is not right word for this, as a new customer I have been given 3 different activation dates to now and still theres a technical fault with my order they. I regret to have left my old provider and now stuck in this...un believable

Fed up with speed playing up!

BT has the worst service I ever had in my life! As a freelance IT consultant I live by internet. 7 calls with no information provided, misleading messages on the site and sms (not even talking about direct chat) and a lot of frustration. They were not even able to give me a date when service will be provided! Disgusted by the service! Monkeys would do a better job!

fast broadband when working, connection drops out on average 10 times per day usually at most inconvenient times. You can always contact customer service of course if you have a spare hour or so and they will do everything within their power to NOT solve your issues, tell you there could be an extra charge and try sell you other products that you neither want nor need. In my area they are the only provider of superfast broadband meaning for now I haven't much choice but to stick with them but as soon as ANY other company can provide internet I will be changing. I would strongly recommend anyone else over BT.

Very poor due to line fault. Repeated connection failures.

BT show little interest and will not check line without me agreeing to pay 'when' fault is found in my equipment. Review of line indicated to be in about a week maybe..

Allow me to explain my rating...

Unfortunately the minimum is 1 star. The reason this is unfortunate is because I cannot tell you what the speed or reliability is like. After 8 months, I still do not have BT internet.

My flatmate and I have spent an astonishing amount of time on the phone in order to reconcile some sort of service (any will do at this point) from one of the most poorly run organisations I have come across. We have both lived and worked globally and this is the worst company I have dealt with. It is an organisation which is about as reliable as Tony Blair's promises.

Back in July 2015, we purchased BT internet on a bundle with BT sport. We waited a month or so to be connected but got nowhere. BT could not connect our wifi and they said they would send an engineer out. They then texted to say "apologies, this our mistake, we will cancel the engineer". They did not cancel the engineer. Instead, they charged us £130 for the engineer.

We used to have BT Sport. They stopped our subscription around Christmas because we haven't paid our wifi bill. We have had no wifi.

After about 28 phone calls, with an average wait time of 50 minutes each time, they actioned a formal complaint on our behalf. they said they would call us back. Guess what..?

I urge anyone, in fact no, I beg EVERYONE to not purchase BT wifi. You will be making a grave error. If you choose to ignore this advice, then best of luck. You'll need it.

Tend to get knocked off-line once or twice a week though it does re-connect very quickly.
Checked speed today - 37.51Mb - this is supposed to be infinity fibre optic!