BT Home Broadband Reviews

Bt is a terrible internet provider. It's okay when it's working but when it's not it can take upwards of 3 weeks for someone to even consider fixing it. If you call them you get through to someone in India who often cannot tell you the problem or lies to you. It's the worst internet provider available

We have had nothing but trouble BT Broadband and Phone. We have it in our holiday home and every time we come there is a fault. In July when we came we had been disconnected for no other reason than to put a new line for the van next door. Over three weeks it took them to put the line back on, by which time we had to leave. We came back this week and there is still a fault, we are having to use the hotspot. Every time we phone it takes a week for them to respond. We had a bad response from customer complaints it took over a month on the phone before we could get any compensation for loss of use. Can't wait till Christmas for the contract to run out and try some other company. If we could score zero stars thats what they would get from us.
Harry Banks Southport

If things are going well it's OK..BUT when things go wrong you've got a problem! On the technical side the Indians can only sort things up to a certain level but they don't know that,keep plugging away and get frustrated...and so do you! On plans and billing if there's a mistake the call centre staff can't get their head round the complexities of the plans. I signed up for a BT Sport plan avoiding the £5 charge by signing up for an additional 12 months. I was then sent a letter to say I would be charged. Phoned and told I was definitely on the 'no play' plan. Bill arrived,I had been charged. Phoned again, was told it would be rectified- it wasn't. Phoned again-told it would be rectified -we'll see! Call centre staff are lovely but they can't understand and/or rectify the errors.

Being charged for Engineer call from my line. Yes, really!
Shockingly bad. No broadband available from my line and no refund for line rentals. Broadband fault booked 4 times. First engineer no show. second engineer was a line engineer altho a broadband fault, could do nothing. third engineer the same. Forth Engineer was a broadand engineer and confirmed that no broadband available as too far from exchange. Whole thing took over 2 months to resolve. BT are refusing to honor promise to refund line rental as they say the line was used to make a call. The paper bill requested arrived this morning and I've been charged for the engineers call to BT's automated line test center in Derby. 50 seconds, 27p the number is 01332758773. And on that basis a refund has been refused. Have you been charged for an engineers call. Check your bill! Got broadband via a mobile device from a well known mobile company. THE SAME DAY! It works too.

Still confused as to how these guys have any customers at all. I have the misfortune of dealing with BT professionally and personally. Both experiences equally tragic. They are 100% incompetent, they lie and the customer service provided is not only Pharisaical but quite stressful and a complete waste of time. The speed is rubbish, often dropping and very very slow. It took them 3 weeks to take the line over from EE when we switched in our home, An engineer failed to show twice and in total we were without internet for 6 weeks and the hours spent on the phone makes me feel so angry.the converstaion during which i finally told them to cancel the contract took 1 hour and 13 minutes. eventually when we cancelled altogether after weeks of lies and no shows sky had internet sorted within the week. Shocking, below sub standard joke of a company. Id advise anyone thinking of using them to steer clear and well clear!

THEY SHOULDN'T EVEN GET 1 STAR! BT are pathetic they have given us just problems since we bought their services. We have no wifi so my son cannot complete his GCSE'S. BT took down any wifi we had! Our 3G bill is through the roof! We have no way of receiving any information via the internet. The contact service was useless none of them knew what they were doing and we couldn't understand them! Very angry strongly recommend you don't go with this service.

Speed dreadful a dial up service could not be slower

Dreadfull speeds, dreadfull with a completely incompetent CEO.
Remember their service runs through ancient copper telephone lines, infinity is a con as they may have some decent lines but the one into your house will still be copper.
They prefer to invest in sport instead of upgrading their infrastructure. Not one of their employees are allowed to use common sense as they have to learn the bullshit parrot fashion. I am sick of them

I tried to get Broadband through BT, firstly infinity to premises and then ordinary broadband. Infinity was sold to me and promised to be as quick and easy as copper line bb. I waited 3 weeks for an engineer, he turned up and said the road was too dangerous to work on, and they would require traffic management. Was advised by BT to cancel original order and to get a copper line telephone and bb installed. Promised it would be done on the 24th September. No engineer turned up, when l called BT to ask what had happened they said the order has problems with the exchange. After weeks of endless calls to and from BT and going round and round in circles with no answers from BT, l have now cancelled the order and am hoping another provider will be able to supply us with BB. BT is an unhelpful and useless company selling products they can not provide. l would NOT recommend this company to anyone.

here goes,24 july moved to new address.No phone line till 20 August,No broadband till 1st september.BT wanted a bill for £107 ! still trying to work out why.Broadband speed less than 1 meg,(this is on infinity 1) to this day still not right.Over 30 phone calls to india i might as well phone saturn have more chance of getting anything done.Call centres a complete waste of time,they do not talk to each other,i have to relive the nightmare over and over everytime i ring.Groundhog day!.I have a solution to the problem ,i think i will take a 3year telecoms course,and at the end of it try and fix my own broadband.please please please do not get your broadband off BT you WILL live to regret it.Bring back dial -up its quicker than BT.

Absolutely appalling service. Ordered a new phone line and broadband infinity for a house move and it all went wrong from there. Incorrect order placed on their end, 15 hours + on the phone trying to resolve the issue. Inability to speak to the same person twice, each person giving me different versions of the truth, temporary broadband premium at the old address given for '4 weeks' until the move - had it for a week and now being charged £860 for 'cancelling the order early' even though we never ordered it and are being accused of agreeing to pay for a two year broadband contract in two houses, one of which we left two months ago. Being given false information about the cloud and expecting more 'cancellation charges' while trying to sort it. Over 2 hours on the phone again today with a woman from India who made me spell Sarah 3 times and refuses to allow the charges to be dropped, insisting that we were more than willing to pay 2 years of broadband for 4 (1) week(s) worth. And that's is cutting the story short. Absolutely appalled by the despicable service of everyone at bt. Not a single person I spoke to appears to know what their job is. My advice is to avoid Bt like the plague. They have the worst customer service skills and common sense that I have ever had the displeasure to deal with.

Please don't waste your time with BT. It has been 2 1/2 months since we ordered broadband. I have had to chase them at every point. You repeat your story over and over, and no one has the authority to do anything, but pass you on to the next department. They are full of empty promises. CHECK YOUR BILLS! They most likely have billed you for everything that they so kindly said they would minus off.

my phone line and broadband were supposed to go live on 08/10.it did not happen. The phone is dead and the broadband keeps dropping. I called on 09/10 and was told there was a problem with the previous supplier not "releasing" my phone number but that it would be fixed by midnight that day. It still does not work. So, I called their helpline and after talking to an advisor for quite some time and being told to plug and unplug things, it was still the same. Then he said he could send an engineer but it might cost me £129 pounds if something was wrong with my equipment. This worked perfectly 3 days ago with the other provider, so, I don't think so. I said no thanks and put the phone down as he was not easy to understand. I then went on their chat line, and halfway through the conversation, got disconnected. i tried again and was told that there was already an "expert" working on it and also an engineer booked to come to my house. I never agreed to that. any way was there an expert working on it or was it an engineer coming to me??
I then said I wanted to leave BT, and he asked if he could call me. Of course he must have tried to call my landline because a few minutes later he asked, on the chat line, if I had another phone number!!
He called and transferred me to someone else! This person went through the same rubbish all over again, so I said I wanted to leave BT, got transferred to another person who said I would have to pay £500+ cancellation fee although since being with them I have had no working phone and appalling broadband. But if I leave now, I'm in breach of contract! what about them being in breach of contract by not providing what I'm paying for!
I then had to agree to an engineer coming to my house but not till the 14th. I told this advisor that I needed my phone as I am an OAP and expecting rather important calls from my solicitor. My mobile is not brilliant, and I told him so, so, he tried to sell me a £6 a month SIM card from BT!!! How would that make my mobile better?
It also seems to be that only if I am without service for 10 days will I get any refund on my subscription. That's a bit rich considering I have had no service on the phone line from the start!

After 2 years of Infinity where the speed has dropped from 15 to 8mb, just got some brilliant news! 4G has arrived, 55mb down, 25 up. Shiny new 4g router works a treat. Soon all those dodgy cables will be melted down and those 'engineers' can get jobs in B&Q. Welcome to the future. Kiss goodbye to those jokers. I won't use EE or plus net either as owned by BT.

Complete joke Moving to virgin.

I live in a well connected city and gave BT the benefit of doubt thanks to their new marketing. Having joined in May, by August they had still not provided the broadband I had been paying for. After many lengthy phone calls and empty promises assuring me it would be fixed, I finally cancelled (or believed I had!). Two months later they are still stealing money from my account for Services that I have never received.
Hearing myself up for another lengthy phone all to a foreign call centre.... What ever you do...don't do it!! Talk talk provided the service (as paid for!!) fully fitted and running within a week for less money :)

I can't comment on customer service as in 4 years, I have never, ever had to call them. The broadband has never been slow despite servicing a smart TV, 2 smart phone, 3 computers and a kindle. It's never gone off-line ever. Wish it was a bit cheaper though!

Outstandingly bad overall. Poor broadband speeds, poor customer service. Fluctuating problems and cynical responses to complaints. Numerous 'fixes' for slow speeds but after a few weeks they just go down again.Email hopelessly unreliable - tried 67 times today to get to log in page, then was disconnected 9 times by error message claiming I had asked to 'send another form' when I had done nothing but try to use the service. No attempt ever to tell customers if there is a known fault. No compensation. BT is due for a big scandal, surely. Eventually arrogance does not pay.

Changed to BT in May 2015 and was assured by BT Infinity Hub 5 was the best, total rubbish When on the internet my connection will just cut off for no reason, might only be for a short while but annoying when you trying to find someone. I have a brand new laptop so it cannot be the age of the equipment. I did contact customer services and they said no problem we can sort it out we can alter the speed for you and they then reeled off load of IT speak and said, yes now that is better, and it worked fine for about a week and now it is just as bad as ever. I did ask why wasn't I given the higher speed at the start as I was playing for it, they could not answer that.Have no intentions of ringing again because you have to speak to someone in India who is totally useless and they are allowed to give you the company speak. Sorry I ever decided to go with BT. Why are they allowed to get away with bad service.

Had a poor experience today.. In July my 82 year old mother wished to upgrade her internet to "unlimited", sadly she mistakenly updated (by phone) to "unlimited Infinity 1 broadband", which she definitely did not require since standard broadband speeds are fine where she lives in the south east of England. A friendly call to BT today to explain the honest mistake essentially fell on deaf ears since the contract "14 day cool off" period had expired. There is some dispute if my mother had received the confirmatory email from BT at the time, where we might have been able to rectify the mistake in time. As a result my mother is locked in to an 18th month contract and paying around £130 extra than she needed to over that period. BT tried to convince me to accept that the dispute was "resolved"... which it certainly is not..I may or may not take this further with the ombudsman. The take home message is ...Technical aspects of computers can be rather confusing to some, I personally will be paying more attention to my mother's internet contracts in future.. I am with BT as well and have generally been happy with their service until now.. However because of their intransigence today I intend to take advantage of current offers from other providers ASAP...so they will lose me as a customer for a while.. what a shame you could not be more reasonable and flexible BT.. hence a poor rating from me.