BT Home Broadband Reviews

Switched over to BT broadband from Sky.They couldn't manage to get the service working for 3 weeks! They eventually did and 1 month later it broke down again, have been waiting one month to resolve this with hours spent in the phone 3 engineer visits, who seem to come and leave without ringing the bell or calling before filling out their notes saying unable to gain access. So many promised call backs that don't materialise. It's total incompetence. Never been provided with such a shocking service in my life

Pathetic service. Constantly drops, poor speed. Takes forever to connect. Always had payment issues they cut our connection a few months in a row even though we had paid due to thier incompetence to manage accounts. Is this 2015? How can you live in one of the largest cities on earth and get such poor internet.

To me, BT is a stupid company. If there is no star I will choose no star.
First, every charge is so expensive but the service is extremely bad. For example,the normal payment per month is £45 something even I didn't use any calls. The speed of the network is not quick under this price.
Secondly, the company is overcharge. Once a time, my phone line is broken. Then I phoned the BT customer service I asked the adviser how much of the line need to be fixed. The adviser said maybe just £20 on and off. But I am shocked when I got the bill, the engineer fee is £120 something even the engineer just work less then half an hour , just fixed the broken iron wire. And also I think the company did't say clearly what is international call freedom on the contract. For example,I pay £6 per month but I always need to £10-15 per month for the international call.
These are two major bad feelings to me so far, all the say I am extremely not happy with this service experience. I think BT is the big broadband company in the uk, even over the city, whey they do such bad service. They should spend time and ideas to improve the service, not how to earn more money from the customers. I want to leave this company now, but I cannot because the contract hasn't been finished. If I want to leave I need to pay £ 200 to cancel the contract. So I have to stay with it. I will definitely leave this company and won't use it any more.

Thank you

BT are completely useless, and I would most definitely NOT recommend them. After purchasing fibre optic broadband, we had frequent problems with loss of connection. This went on for almost a year.I spent hours upon end contacting BT about the problem. Every time I phoned it was answered by someone in India, and invariably they cannot always understand what you are saying. I was fobbed off with many different reasons for the problem and many different solutions, none of which worked. Eventually it was established that the installation had been done incorrectly and an engineer was sent out to correct it. I asked for some reimbursement and suggested three months worth of the cost of the broadband, totalling approx £75.00. All they would give me was £10.00, and that took a lot of persuading. They are the worst company I have ever dealt with.

Don't even try to switch or sign up for BT... They robbed you... Internet is crap and TV is worst than crap.. You might get 3 channels for 70£... If you want 50 channels than you have to pay at least 500£ a month.... Best think is when you try to cancel contract with BT... Haha I leave that for you people to experience that ...

I have never come across a worse utility company in my life!!! Lies, incompetence, total disregard by staff who care not a jot for you as a customer but, only for themselves and BT. Im self employed and have lost thousands of pounds in lost work since telling them about a house move in january. Eight failed attempts to connect my land line, my computer goes down every time i now use my t/phone and nearly £1,000 taken from my bank account after already speaking with billing and getting an assurance from them that I actually owed ZILCH, I have since stopped paying by direct debit. If you have serious complaints, and I have only scratched the service here, they will lead you down the garden path, hoping you will eventually give up. Go straight to the ombudsman and tell all your friends to never use such a deceitful, inept, CON-firm

Moved to BT Infinity from Sky's std broadband. Expected big increase in speed. None noticeable. None achieved - despite spending a few hours on the phone. Connection sped averages around 20 Mb with download similar and upload around 4.5 Mb, as confirmed by BT's own speed checker. Will move as soon as the contract ends. BEWARE THEIR SPEED CLAIMS AS THEY'VE NOT DELIVERED THEM FOR ME!

bt are just greedy money grabbers ,i got charged £250 + vat to move a wire inside the door frame ,it was done shody by a previous bt engineer yet they still charged me for it ,beware when reporting faults, i am still fighting it .

I've never felt so ripped off, Broadband Infinity 2 drops out about 10 times a day... BT took £50 from us as without warning for a "deposit" and we have to wait 6 months to get it back... It's supposed to be £38 a month and it ends up being closer to £50 for no reason... generally crap, cant wait to leave.

Gave my 30 days notice to cancel BT sports, they cut the service the next day owing me 29 days service, which I had paid for, spoke to a guy who told me he was re- instating the 29 days, sounds great, but he did not tell me he was setting up a new account with all the activation costs involved and would credit my account with some compensation, no money appeared, surprise surprise, glad I had cancelled my DD, they tried to take an activation fee and subscription for £43...they owed me 29 days service that had already been paid for .... Disgraceful, I will stick with sky sports from now
on.....do not bother with BT...

Regarding my review yesterday, thanks to bt technical support, my problem is now solved, so thank you. If anyone else is having trouble with wifi on a smart set, bt sent me two bt extender kits, one for the TV, and one to attach to the bt hub four. The technical support team are excellent.

The most disgusting customer service I have ever experienced. I moved from talk talk thinking that BT had better service and it would make my life easier, what a mistake that was. I was offered a £10 a month contract when I joined but was charged £23 a month in the first month. I have now since spent a month making hours and hours of phone calls trying to resolve this issue, only to be accused of being a lier, on several occasions, by there very poorly trained customer service team based in India who said that I wasn't offered this contract. I have been told on four occasions that someone would call me back which has never happened, and even when I eventually got confirmation that I am on a £10 a month contract, I got a call the next day to say that I wasn't again, and once again accused of making it up. I am so furious I have reported it to trading standards. I cannot stress enough STAY AWAY FROM BT.

Indian office needs education in IT at least to support somehow for now they just sitting there and talking nonsense to people. Every month I have to book an engineer appointment because of connections drops. Worst thing they trying to cover it with Openreach when they are the ones who are useless. People if you have any other offer then BT choose it.

The worst broadband order I've ever experienced.

I was assured by the BT sales team that an order placed ahead of a flat move would be fine & they'd transition the change of line over without issue, but that original order had to be cancelled 'due to a technical error'. All without informing us of an issue.

My next order, after moving, also didn't complete automatically so was passed to 'first line assist' where it has been for a further week.

So 2 weeks after moving, 3 weeks after originally ordering I've not been contacted to explain the issue or has the issue been resolved. I'm getting tired of calling them to hear the same response.

quick to repair faults but speed of broadband is DIABOLICALLY SLOW.Download speed average of 0.468 mb/s over last month

The bt technical team I have had to speak to several times this week, have always been helpful, polite and really are trying to solve my ongoing problem with wifi connection to smart TV.

If I could give zero stars for reliability I would. Hopeless.

I wanted to canacel my BT broadband because I'm paying for it but it's at someone's address I haven't got no paper work or details or account number so they didnt help me or have nothing to fk for me also I am still paying for it for someone els to use.

Don't even go there BT are the worst company i have ever dealt with... internet is poor beyond belief even my land lines don't work anymore,. ring for help and you someone in india

Atrocious customer support. They are semi-trained primates that can type English, but cannot read properly and have absolutely no sense of ownership.

The service is utmost unreliable. You would be connected to your office network on VPN and randomly the modem would change colours to either orange, green or red, from blue and may decide to reconect in a few seconds or sometimes many minutes later.

Speed? Advertised as 36Mbps, but the fine print says they will provide a minimum of 3.5Mbps! which is what they do most of the time btw.


I applied for a connection on 22nd December, and it supposedly goes live on the 22nd of January! Beat that, 1 month!!!

Then, I am billed, but guess what, my internet has not even started working!. They take another 9 days to get it working. And then, guess what!!! It stops working properly after exactly 7 days. And guess what! They wouldn't let me unsubscribe to their service without me paying a termination fee! What for?

They take 2 months to fix the issues, yes... 2 months! and it stays up for exactly, guess how many? 30 days, and goes back to it's old behaviour.


****** It you do not trust me, read further, else just do not even bother getting a BT connection ******
****** They are the worst service provider I have dealt with in my entire life! ******
They promise me a bill waiver of £40 pounds, and guess what? they actually pass £25. And when I am on chat, here is what I am told.. beat this:

Me: Well, slow? we are talking about an advertised speed of 36Mbps which comes through about 20 at my house... and a service that keeps dropping as it wills, sometimes upwards of 5 times a day for a few a seconds or a few minutes, again, as it wills.
R**** L******: it is upto 36 Mbps
Me: Yes, and what is the minimum? 36Kbps?
Me: Well, then the bill should be "upto £36.99", shouldn't it?
R**** L******: Your minimum guaranteed access line speed is around 3.5 Mbps
Me: and what about service reliability? I pray you enlighten me about that as well.
R**** L******: i thinks you spoke to technical regarding the speed, i am not able to check the speed for you. they can help, but regarding rental rebate we have already arranged £25.00 and which notes says you have agreed, i am afraid to say we cannot arrange anymore goodwill for this account
R**** L******: *i think
Me: Goodwill?
Me: Are you kidding me?
Me: I am paying for this so-called service of yours, and you are offering me a good-will for failing to provide a proper service?
Me: You still have not answered: Me: and what about service reliability? I pray you enlighten me about that as well.
R**** L*****: we have informed you about the speed while taking the service from BT
Me: What I meant was that... when you could tell me that your supposed promise is 3.5 Mbps minimum, what is your promise for reliability? Can you read that out from the contract?
Me: Does it say "BT will provide only durations that it chooses to" or something like that?
R***** L******: Vijay, I can get this chat connected back tot he technical team for you but are you still facing the dropping connection issue with your broadband service?
Me: Does it look like I am talking to you for fun? Ofcourse I am


So, this is how dumb customer support with BT is. First, there is no sense of ownership from any of the staff. They are always looking at an opportunity to escalate, delegate or transfer the chat to some other department. And, of course, they won't solve the problem. Added to it, they will not answer your questions, and do not read what you are typing, and are genuinely dumb people, like trained primates.