BT Home Broadband Reviews

I joined BT for the BT Sport.My phone line crackled, I had to buy a 15m ethernet cable as the Line Extenders did not work.I spent an hour on the phone to Calcutta only to be told the broadband was slow.Even with a Cat 6 cable the broadband was only 6 meg and the BT Sport was unreliable. Simply do not bother with Line Extenders buy a cable! I wanted Sky Sports but was told I had to upgrade to Infinity to get it for even more money. I posted everything back within the 14 days ans good job I had proof of posting as they kept saying they had not received it even though I had a tracking number saying it was delivered. Even though I only had the service 14 days I got a final bill for £136. I contested it and it was reduced to £106 then £58. Frankly I should be paying nothing for a dodgy phoneline I never used,Interner a third of the speed promised and TV that barely worked even though I bought my own cable. I have gone back to Virgin as they are far better.

Dont trust BT ever. I contacted BT in 2013 when the exchange showed it was AO (accepting orders) here i am oct 2015 and still no Superfast. I have a case open with their own complaints and Ombudsman. I lost out on free internet deals on the promises and order i put with BT from other suppliers. They continually LIE and blame sub contractors for their own engineering g incompetence. A neighbour who placed. an order in August had his installed within 3 weeks..BT was given £90,000,000of tax payer money to ensure rural broad band roll out.. . I don't recommend them to anyone ever.

Don't buy BT Internet, it turns itself off every 5 minutes and is absolutely shit eve when it does work for the 5 minutes until it decides to fuck you in the arse and reset itself.

For the past 3 weeks I have had problems with my bt broadband dropping out. It had completely gone for a week. On calling BT on 15/10/15 I was told there was no problem with my line. I called back 10 minutes later when the broadband went done again, and spoke to an alternative advisor, who told me there was a deep problem with my line, and that an engineer would come out the following Monday. Having taken the morning off work and waited in from 8am to 1pm for my engineer visit, I then called BT to ask where the engineer was. It took me 40 minutes to connect to an advisor who told me there was no problem with my line and the engineer didn't need to visit. Wonderful that they didn't let me know that before I stayed in all morning. Only the problem has not been fixed. Having waited an hour to be put through to another advisor, who told me that a technical expert would be in contact in 48 hours. I have now received after 44 hours an email to tell me to check my connections and offering a paid for technical advise service - so far have spent about 2 and a half hours on hold, been passed from department to department, and still have broadband that cuts out. Having asked their complaint procedure I was told I would receive an email detailing how to complain - surprisingly it did not arrive. I cannot wait until my contract finishes, as I will under no circumstances renew with BT. Customer service is absolutely dismal and dealing with their advisors is frustrating and useless. Perhaps if I stop paying my bill, someone will contact me.

Advertised as 17Mb, receive between 3 and 0.3. Comes and goes rapidly and unexpectedly. Phone up customer service? as soon as they realise that there is actually a problem with your line and you need help they hang up.

My bt broadband has been so entirely unreliable that I cancelled it in favour of Virgin connection in mid October. About fifteen days into my September bt monthly allowance I had received a message to say that I had used 80% of that allowance. Broadband was unavailable for hours and sometimes days at a time. The following day I received another message to say that I had used 100% of my September allowance. Today I received an email to say that I had used 60% of my September allowance. I should say I only use broadband for emails, occasional banking and looking up facts on the internet. About fifteen minutes a day - nothing at all for the long, long periods when the middle light on the router is flashing.

I had an issue with BT several years ago where they tried to charge me £180 for ending my contract early. I eventually proved them wrong and had the charge overturned. After this episode I decided I would never return to BT. However, given the offers for new members that were available last year I decided to give them another go. After experiecing very poor broadband speeds I have started to shop around for new fibre optic offers as my contract is due to end in a months time. BT are the most expensive provider out there! The most difficult part is trying to cancel your contract. I have called several times recently to discuss the cancellation and not until the third call did someone advise me that if I left before the contract end date I would be liable to pay them over £88 for cancellation fees. I have called today to give them my 30 day notice (as requested to do so) but was told not to and just arrange the switch over with another provider. Avoid if you can, really not worth the hassle when you come to renew contracts and there is far better price plans out there.

Well my experience with BT has been very poor. I've currently had a fault on my fibre line for 3 months and after dealing with quite frankly appalling customer services for approximately 2 months I have recently been dealing with a digital care case manager whose latest reply to me told me that they do not compensate, so effectively I've been locked into a contract paying each month for a substandard service. They've now been reported to ofcom who are now investigating my complaints. I would and will now be advising everyone I speak to that the should avoid BT.

broadband speed: disgrace
broadband reliability: disgrace

Customer service: please dont get me started.

stay away you are warned!!!!!!!

We decided to put all our eggs in on basket, landline, broadband, & mobile. We've had five weeks of absolute hell. We've had 17 e-mails, 5 order streams, the same number issued on both mobiles, 8 changes of dates (inc dates made without consulting us), staff lying to us about calling, being transferred 7 times on one call, and countless other incompetances.
They can't update orders until each service is completed.
BEWARE on BT Mobile: BT does NOT offer a Personal Hotspot/tethering services, and won't tell you unless you ask the right question.

We decided to put all our eggs in on basket, landline, broadband, & mobile. We've had five weeks of absolute hell. We've had 17 e-mails, 5 order streams, the same number issued on both mobiles, 8 changes of dates (inc dates made without consulting us), staff lying to us about calling, being transferred 7 times on one call, and countless other incompetances.
They can't update orders until each service is completed.
BEWARE on BT Mobile: BT does NOT offer a Personal Hotspot/tethering services, and won't tell you unless you ask the right question.

What a disorganised, disfunctional,and arrogant organisation. Signed up with bt for tel line ,infinity broadband and bt tv on the 24th august for new property we wre moving into on 18th sept Promised a vist on 14th& 21st sept to have all installed, noticed on tracking my order on the 18th to see that 21st visit had been cancelled without any notification from them. told unable to do outside work rebooked for 30th sept and 6th oct. Low and behold next day an engineer was outside doing the work. Looked at my order tracking and 21st visit was reinstated. But on the 20th day after the first visit an engineer knocked and said he was there for outside work! explained it was all done but needed the inside work done. He could not do that and left. took a day off work to there on 21st and guess what no engineer turnerd up. Rang customer service and told work wont be done now to 9th october. What a waste of time and effort. They never contact you give a load of spiel. and no help what soever. sent an email of complaint but never got a reply. Wished we stayed with sky. and i thought they had bad customer service.
BT STOP SPENDING VAST AMOUNTS ON FOOTBALL AND ADVERISING AND GET YOUR HOUSE IN ORDER AND WORK TO KEEP CUSTOMERS

NEVER AGAIN BT !!
I had no problem for 2.5 years with TalkTalk and then Plusnet broadband. But after less than a month with BT broadband, our service went down for almost 3 weeks.
Needless to say this was a big inconvenience and also meant we could not watch the BT Sport channels we had subscribed to. To make matters worse we were told we would receive a refund for the period we had no service, but once it was fixed BT said we would actually receive no refund at all!

When it works very good, and reliable, but a telecoms company their telephone service is appalling. I have spent hours on the phone trying to resolve slow broadband on Infinity One Hub5. Now looking elsewhere.

Overall experience horrible, wouldn't recommended b.t to any one customer service is non existent just a nasty horrible company that likes taking money from sick individuals that already are suffering from life threatening disease and b.t just makes it worse by taking money from them that their don't have also their have un professional people that have no training or skills working for them who don't know how to talk to customers treat you like your nothing so rude apparently their don't have management working on weekends and if you do wish to complain you'll be waiting hours and hours disgusting that's all I can say don't join b.t you'll regret just like I do.

Worst customer service I have EVER came across
I moved house 8 days ago. Changed my details online 8 days ago. Called then 7 days ago to query why my broadband wasn't working. The details werent changed on their computer. I changed them over the phone. It still didn't work. I called the next day. Details STILL weren't changed. I changed them AGAIN over the phone. Still not working. The following day I was assured repeatedly that my details had been changed and that my broadband would be working by midnight. Shock horror the following morning it still wasn't working. I called back, was told there was nothing wrong their end. That I had to call back when I was at home and someone from the technical dept would assist me. I called back yesterday. Apparently it WAS their problem....that they were having "technical issues". But I was assured my broadband d would be up and running by midnight. Would you believe...I woke this morning and it's STILL not working. I called AGAIN at 8am today, to be told my details hadn't been changed! After an hour on the phone, being passed from advisor to advisor (most of which couldn't understand a word I was saying!), I was assured yet again that my broadband would be working by midnight, she even had to the cheek to say "you can trust me". Pfft. It's now half past midnight and surprise surprise it's STILL NOT WORKING!! After countless amounts of phone calls....each time speaking to at least 4 diff advisors. I can safely say I am sick to the back teeth with bt. They are the worst customer advisors I have EVER had to deal with

Absolutely appalling speed and intermittent wifi connection. Customer service after numerous calls of resetting etc still couldn't do help and told me my infinity contact which h
I pay top whack for does not guarantee a wifi service, only high speed for ethernet connection. So pointless buying modern technology like ipads!!! They say there is nothing I can do as I'm stuck in a contract and apparently it's in the small print!!! I asked to speak to a supervisior but surprise surprise not one available on his shift. Steer clear people!!!!!

Absolute crap, have to reset my hub minimum 3 times a week. I have the so called fastest infinity, takes an infinity more like to get going and onto websites. Costs too much for such a under mediocre speed and service. internet loses connection at important times frequently, can never even write and email without having to draft it during writing as internet will cut out again. BT, spend money on improving the service for your existing customers, don't just concentrate on signing new ones up. Once signed up, when we realise what a terrible service you give us, we can complain, don't you realise this when trying to sign up new customers. I am glad that now after complaining to you I can soon dump you for a more reliable provider. What a sigh of relief when this came in, no more having to honour long drawn out contracts and bad service. As for your customer service...you only get to speak to British when you complain and threaten to leave....pathetic! The only time you care is when you will lose money. Seriously, for anybody looking for a reliable broadband provider, that gives value for money and genuinely cares for it's existing customers...look elsewhere, BT think they can live on past reputations when they was just about the only provider dealing in telecommunications...times change, just like my broadband provider soon will be!

Got Fibre Optic a year ago. worked straight off at 80mbps+
Now slowed right down to 45mbps
contacted BT and after several checks identified my line has been turned down to 45mbps
When I asked why I was told it was due to my previous issues (I'd had none) and that an engineer would go to my local exchange and tuned it back up, they haven't (no surprise)
Now I know 45mbps isn't really slow, but I checked with BT before buying that I would get 80+ and did for a year.
They still say 80+ is available and my neighbour get it, so I'm left paying for something I'm not getting.

Out of interest if you go to http://speedtest.btwholesale.com

then run a speed test you will see the speed your getting.

Once you've done that select further diagnostics

enter your broadband related phone number and run diagnostics test

The result will display the speed available on your connection.

Its less than when you first had the service then its a BT issue. Don't be fobbed off by BT telling you its not down to them.

It may be that they've turned it down for existing customers because the exchange is struggling, thats simply not your issue and you should get what you signed up for and are paying for.

I'm incredibly disappointed. Especially that I feel I have no other way but to find every review site to express this. We have had a home hub 5, which they have advised was faulty so sent us a new one. In which we installed this evening and guess what not working. So at 7pm we called BT with the hope they could resolve it. So the current time is now 10.02pm. Still no resolution. They tried to advise us that there was a problem with our devises and not with BT. In which as you can imagine didn't not go down well. The next thing was we can offer you a chargeable service. Why would we pay extra when you can't get something correct for what we do pay for now! We have now been left for another day so in total no internet for 5 days. So work is now on the back burner due to poor BT service. I do hope they sort it out as we have adviser we will allow them the 24 hours they have requested. Please re-think if you think BT is the way forward.