BT Home Broadband Reviews

Shit!! after 15:00 there is no internet. you are really bad and I will never again sign up with you. Rubbish is the word and I'm happy to spread it.

I left Plus Net to move over to BT why someone please tell me.
Any inkling of a problem with plus net was followed up immediately by a call centre in the UK. We went over to BT for the promised TV, promised faster line speed and promised sport. Still waiting for at least one promise but over two years later nothing. Saw the advertisement for fibre half price for the first year, so nothing ventured nothing gained and was told that is only for new customers if I wanted to upgrade the line rental and fibre would cost @ £50 a month. When you call with a problem it is put through to a call centre (eventually) in Asia has no-one informed BT management BT is short for BRITISH TELECOM. Was going to have a good rant but you have all beat me to it. STAY AWAY!!!!!!!!!!!!!!!!!

Terrible service throughout both with my home account and business unfortunalty due to rural location they seemed to have cornered the market and no other company can offer what i need. Total rubbish and as soon as lines are updated and we have an option who to be with it certainly will not be BT

Stay away - unbelievably bad! We have been stuck with poor service / reception for nearly twelve months. The router cuts out multiple times a day so all connection is lost. This even applies at night when you might expect the service to be good. Numerous calls to helpline in India did nothing to help. Engineer could not improve performance. So fed up with the poor service we tried to opt out with just a month on the contract to go - but £98.90 cancelation fee to do this. You can't even just pay the last month whilst using another provider - they will still charge the cancelation fee. Avoid BT - you will regret it for the length of your contract.

unreliable broadband throughout the day. Dips every single day during the day a number of times to zero which makes it impossible working from home.
Please advise what I can do.

THE most stressful set up you can possibly imagine. Beyond AWFUL set up service, Talktalk were angels in comparison to trying with BT. I paid for broadband, was told a date, hear nothing and there is no way of contacting them without spending an hour on hold after which you'll be sent to an overseas call centre. Had to call multiple times to ensure start then had the date postponed! Then received a letter saying credit control had tried to contact me (no they hadn't). Company is completely out of control, wish I'd read feedback and AVOIDED.

It seems impossible to get hold of somebody to talk to about my broadband issues, surely for a communications company I should be able to communicate with somebody when I have a problem!!!

PLEASE BEWARE THE UNLIMITED "UP TO 17mbps" offer, either online or by phone. Very sharp practice indeed, fraudulent by omission maybe?

BT, it seems, are deliberately not telling us that to get anywhere near 17mbps (11mbps seemingly is now possible in our case) you more than likely need to "upgrade" to "faster unlimited" This is not offered by the sales staff or online!

I guess most are aware most BT departments have a pretty poor reputation for customer service and also for many of us rural customers, terrible broadband speeds and poor reliability is the norm - we get 2.5 to 3.5mbps and it the line drops regularly.

You wouldn't believe the conversation with the upgrade personnel who don't seem to think that the sales team should give us that information when ordering and nor is not present as an available upgrade on the MY BT website either. You need to dig very deep to discover anything about it (googling it is the best way) and even then there are no prices - you have to phone the self-righteous upgrade team.

Local investment has paid for fibre to our local cabinet, (copper to the property) but we must pay BT an extra £13.50 per month plus connection fee (on top of the £7.50pm 12 month offer we're on) to achieve any faster speed. Full fibre and much faster speeds, if I was available to us would only be £5.00 more according to the current deals at BT.

If BT had told me that it would cost substantially more to get a half decent speed when our cabinet was upgraded shortly after I ordered, I would have signed up with another supplier. It is currently possible to get the hybrid fibre/copper supply with a speed of 11mbps guaranteed for £10 per month.

The upgrade lady proudly proclaimed that BT are not the cheapest - at least we got some truth there!!

BT = Broken Telecoms.
I've had similar experience of the BT service as a residential customer. Since moving to cable (Virgin) I've never looked back. I'm now once again experiencing the BT disaster on the company connection, if indeed connection is the right word. Intermittent issues going on for weeks. Seemingly with no resolution. Engineers contacting once in a while just to see if the problem has fixed itself, at least it feels that way. They really come across as clueless. Wouldn't recommend them unless you literally couldn't get hold of 2 tin cans and some soggy string.

Very unreliable service; especially over the last 3 month. The broadband speeds over the last week have been very slow and my infinity broadband stopped working 2 days ago. Last month my phone stopped working for a week. Customer service is almost on existant. Overall opinion, don't use BT.

The worst experience with bt broadband ever.We ordered this broadband 10 months ago and its the worst broadband ever.I called them up about the problem and they kept me on the phone for more than 3 hours transferring me from one department to another and the end result was that they never ended up no where, they just kept taking me to different departments.The worst customer service ever.Most of the people are uneducated.I am planning to leave before the contract and I'm even going to pay for the charges. I also have bt infinity.So my advice to anybody thinking of ordering bt infinity, don't order it because the broadband is rubbish and the customer service is absolutely horrendous.

Oh my God! This is the worst broadband ever.
Firstly, we transfered from SKY to BT and this took BT over 2 months to fix and validate our transfer and process the order.
Secondly, we you call, they keep transfering you to about 10 to 15 different people before someone eventually gets to listen to your problem.
We have received more than 10 different dates for an engineer to come to install the broadband. Each time I called when an engineer failed to visit, the usual annoying response was "sorry I couldn't see your order on our system". I have had to RAISE MY VOICE on several occasions out of anger and frustration.
Eventually when the broadband was installed, it had been one nightmare after another. The broadband is extremely very slow with download speed reading between 3 Mbps to 10 Mbps when it should really be over 70 Mbps.
I have called several times with no success.
BT braodband is a woe and total failure.It wouldn't take me many days now before I cancel my direct debits with them and move back to SKY or go with VIRGIN.

Very poor download speed

Summary of my BT experience:

1. They cancelled the engineer without telling me so I am left waiting for him at home like a mug having taken a day off work for it.
2. They tried to deny that the engineer was booked in the first place then they denied it was a free offer on the 78MB/S fibre so they clearly don't know their online customer e-commerce experience.
3. I was passed between 4 different advisors 5 or 6 times each claiming I needed to speak to someone else before someone finally decided to take responsibility.
4. They offered a convoluted solution which involved me paying £130 for the engineer and then phoning them again to claim it should be free (unprofessional) wasting another day of my life and a potential dispute over the cost of the engineer.
5. The presale broadband estimated speed was D/L 60M/Bs it is 50MB/s (hugely off and misleading). 2nd day into bedding in (you're supposed to allow 3) but I highly doubt it will go anywhere near 60. THIS and the free engineer socket replacement was THE reason I chose BT.

My advice: Go with Sky if you possibly can over BT - their (BT) customer service is absolutely horrific and I hope I will never have to phone them again when the contract is up next year I will definitely be switching to someone else.

Detailed experience:

I wanted to go with Sky as I had heard only good things about their overall service and flexibility but apparently being the responsible suppliers they are, they did not have any more fibre deals available for my exchange as they keep the numbers reasonable to reduce the contention ratio and thereby provide a better service during peak times to the sum of their customers.

From the remaining suppliers I opted for BT despite the fact that I had received a number of warnings about BT broadband from friends and even my wife as well as reading reviews, but I never expected it to be this bad only two days into my service.

I ordered the service online on 06/11/2015 for my new home. This was for the 78/19MB/s fibre service including phone line. In the ordering process I was presented with an option to book an engineer at no extra cost (£50 for lesser deals) or self install the service. I chose for the engineer to come around because it included him/her replacing the phone socket to a more suitable location.

The phone line was activated on 09/11/2015
The fibre was activated on 18/11/2015
The engineer was booked for 20/11/2015

So here I am, taking a day off work, on the 20th sitting twiddling my thumbs waiting for the engineer to come. At around 1pm I got a little concerned and checked up on my order online and noted that the engineer appointment had magically disappeared. So I phoned BT and was fobbed off to one department after another and back again. They claimed that the engineer was not necessary but then I explained that it was part of the deal that I bought so eventually after an hour or more on the line, they offer to send an engineer but to charge me £130 for it!!!

They said that they will charge but then I phone them back and tell them that it was supposed to be free (not very professional at all) and to get the amount credited to my account. I asked them to send an email to confirm that the conversation but the advisor refused and said she would put a note on my account for when I called. I acquiesced to this and asked when the engineer would come and I was given a date of 1st of Dec which coupled with the ordeal of having to phone them again put me off completely and I told them to forget it and I would hire an engineer myself which I have done at a cost of £120.

I was convinced to renew my contract. But again my broadband failed every month. BB engineer from India always told me to reset my router. This happened every year. So I cancelled, bt are now sending bailiff letters. I have been miss sold my broadband by incompetent paki pricks who can't speak or understand English. Very poor service

Well after reading all the reviews I have now decided most definatly not going to sign up with them , I find it appalling that such a large company can't get it right ! Why don't they employ someone to look at these problems and sort them out if we did our jobs as poorly as they do we wouldn't be in business .

It's outrageous that this inept, incompetent and careless monopoly have complete control over the nations telecom lines via openreach and get paid £millions of tax for doing such a shoddy job.

Swapped from Talk Talk to BT. Big mistake! Serious buffering, even when sat close to the router. I have contacted BT and been fed a load of old bulls*it as to why it's not working as it should. Last phone call I made, they tried to flog me a wi-fi booster! That was the final straw. I asked why I need to buy a wi-fi booster for a small two bedroom flat, when I previously had the cheaper talk talk service and never experienced any problems. The only reason I got BT broadband was for the BT sports channel. I haven't even bothered connecting it up. If the router can't even handle a youtube clip and some e-mails, how the hell will it cope with a footie match? Each game will last 8 hours! Avoid, avoid, avoid!

Apart from the initial sales process the support is appalling. BT have changed my phone number 3 times, they blamed the initial change on Virgin (?) and they have never accounted for the other 2.I switched to BT from Sky last April. My main gripe is the dropping of the internet to my Windows 10 laptop, the MyView and the 2 Nexus we have. It think it might be a BT security problem as resetting the router fixes it, but is a pain. BT have replaced the router but this hasn't fixewd the problem. The technology is brilliant I get a consistent 37Mb download speed, the roaming WiFi service is good and has a lot of convenient access points. The new router fitted through the letterbox so I didn't have to callect in 48 hours later from the sorting office. If I had never had to talk to them I would think the system excellent. I switched from Sky who we inherited from O2. Sky had excellent customer service, I only moved away because of the cost for the new year after the intro, there roaming service is also very good but the coverage is less.If I can a deal I will go back to Sky.

My change from standard broadband to infinity worked seamlessly. Hub delivered on time and upgrade occurred without me having to do anything or even be in. It's true I had to a MAKE a firm point about new customers being charged less but as a loyal customer I was given a very good deal. Other providers may be a bit cheaper but I'm not game to move given how well BT has always worked for me. I'm not sure they always give the same info when you ring up so you do have to be rather on the ball but if it ain't broke don't fix it. Very happy with BT