BT Home Broadband Reviews

Appalling customers service from the moment I upgraded my package in Nov 2014. Mistake after mistake, given the wrong information regarding my gift card. Had to raise two complaints with BT both of which said no to gift card, then when I raised with ombudsman suddenly BT listened to my calls and oh after all I was entitled to my voucher. This process took approx 3 months to sort.

My account was also set up incorrectly and I was billed for services I had cancelled then my monthly direct debit plan wasn't set up and I ended up on a quarterly plan having over £200 taken out without warning as my account had been set up on paperless billing (I hadn't requested this).

As a result of this I have now accumulated a large debit balance on my account. In several occasion I have come home to find my service disconnected without receiving any warning. Every time I ring I end up having a very lengthy conversation and am assured that if I set up an agreement to pay of the outstanding balance by July then my services will not be affected actin. Despite this my services have still been disconnected without warning despite me keeping to the agreement. Each time a lengthy call to BT has been involved.

The customer service I had received has been dreadful from start to finish. I have requested that my package be cancelled but it appears BT can treat their customers however they like but they still have no right to cancel as they are under contact. What about BTs contract to provide me with good customer service.?

At no point have I received an apology or an offer of compensation for the time I have had to waste as a result of the poor service I have received from BT.

I am currently in the process of looking into the matter with the assistance of OFCOM and the ombudsman.

I will make my views known in appropriate services because to be honest I have heard the same complaints from many other people. I certainly won't be recommending BT or using them again. The end of my contact can't come soon enough!

Terrible broadband, got worse and worse over 6 months until it totally stopped. Que the start of a week of phonecalls to india, struggling in vain to get my point across and being asked to carry out the same trouble shooting steps again and again. Eventually they conceded I needed a new home hub and asked for £45 for the privilege or a 12 month renewal, well that wasn't going to happen I'm pleased to get away. this was the 2 time something like this has happened with BT and I won't be giving them another chance.

Bad speeds, cuts off every weekend for hours at a time, whenever we ring up they just say its our fault and send another modem that never helps with the problem.

I needed to close my account as we had an eviction notice and we are all leaving the house (which needs workings and no one else will live there).
The account is in my name but was shared by 4 people and is too expensive for me to move it. I called 2 times asking how much I would've faced to stop the contract earlier and I've been told £30, both times. Based on that I took my decision and called the third time to close it. Surprisingly I've been asked £93, from an advisor that started to explain how stupid I was to leave BT, checking my private usage, and not being helpful at all.

I closed and called on another moment. I was asked £130 this time. I asked to speak to a manager to explain the situation but my request was denied.

I opened an official complain and received an email which told me they would've call me back in 48, maximum 96 hours.
After 144 hours nobody has got in contact with me.

Who called, instead, was the office for payments as I cancelled the direct debit.
He put me through other 3 people, one of them was more like a robot than a person, not able to conversate with me, since I finally closed the account.

Now I face a massive bill for an house where there are not people living in and where I cannot even access anymore.

BT makes you a fool, doesn't care about the situation, and has not will to help you in any way.

Took a new contract with BT as moved to a new area. Previously with virgin media who were excellent. No virgin media services in new area. 3 weeks into bt contract, affinity 1 , signal drops all the time, loss of internet, takes ages to watch or download anything, upon contacting them went through all the relevant checks on the phone and told all is working as it should. It is not! Absolute crap , and now stuck in a contract that does not deliver what it states on the tin! There are so many unhappy customers on here.... Bt need to pull their act together. What can we do as consumers please, there must be more that we can do.

BT-ARE-ATROCIOUS. It took BT two months to install infinity broadband in my house. Once it was installed it was good, it could handle four reasonably heavy users without slowing the speed. Unfortunately...the honeymoon period ended after 2 months....Broadband light went red. Been onto customer service multiple times, they have no clue...."have you checked the wires are connected?"......this question is the limits of their fault diagnosis. "Sir, the line will be live by 6pm the next day"......nope....."I'm sorry Sir, it may take a bit longer, please reset your box by midnight tomorrow when the line will be live"......nope...."I will send an engineer out to look at your connection, he will arrive on Tuesday between 8am - 1pm"..........nope......."I'm sorry, I noted down your contact mobile number down wrong, the engineer could't contact you on Tuesday".....but nobody has knocked..."An engineer will be out on Friday to fix your line".....I'm losing the will to live here. I don't think he is coming on Friday and even if he does he is only going to check that I've plug in the box and connected the internet cable. I wish I had plusnet in my life right now, yes they may not be as fast but they were damn good are providing an internet connection which is something I value highly with my internet provider. I genuinely cannot wait to celebrate the day when BT are out of my life. Godspeed.

Avoid BT at all cost for your Broadband.
I echo the majority of the below reviews. Intermitten connection, no connection, slow speeds when actually connected.
Tried in vein over 5+ hours worth of calls to resolve and rectify. Transferred from department to department and technical explaining the same issue to different people with nobody able to know how to fix the problem. No call backs, no resolution, just a complete pain in the backside. Love the adverts at the moment about being the most reliable, surely they should be brought to justice under false advertising.

I went with BT in July of last year, with fibre new in my area, I was keen to upgrade to superfast broadband. I went with BT, because I thought SKY needed some competition, and was keen to see the rugby. Almost immediately, it performed worse than SKY which was on snail broadband 5Mb. The internet programs were impossible to watch in HD and only just passable (sometimes). I called their helpline and was told that they would send an engineer, but if my equipment was faulty they would charge me £120. I told them politely that a contract works both ways and if they did not send an engineer FOC, I would cancel my contract. Success, they said they would send an engineer FOC.
Well after giving me a two hour window for the engineer 7.00am to 9.00am, he still managed to be 20 minutes late. He took out his little tv gadget device and plugged it into the input. "Your signal is good" he says. "What is the problem then?" I ask. "I don't know" he says. " I thought you were an engineer" says I, " it must be the BT box then, can you test it?". "no, sorry" he says.
As you can imagine this engineer, isn't an engineer at all, he is someone of the street, given a box and shown how to plug it in. After several unsuccessful phone calls, I decided to unplug my BT box and watch HD channels on my old SKY box. Although I cannot watch BT sport, it worked out OK, because Leicester Tigers had a crap year and lost most of their games anyway. Its an ill wind that blows no good at all :-).

Absurdly slow internet speeds which constantly cuts out for hours at a time.

Do not go with BT, especially if you live in London.

Worst company I have ever dealt with. I suggest they drop the 'British' from their title as they are an embarrassment to the country!

Infinity was all easy enough to understand and set up but proved to drop out more frequently than the old BT router. I decided I wanted to switch back to it but two emails sent within the allowable cancellation time went unanswered and unacknowledged. Left me feeling frustrated and annoyed. Not sure yet where I'm going with it. Naturally one can't extrapolate from my experience to generalise about the service but I hope it will make some thinking of going for Infinity learn more about it than I did, before jumping.
P.s. Ironically the 'webpage wasn't available' when I tried to submit this review!

I went from Virgin to BT and I have regretted it ever since. I can't wait for my contract to expire so I can get my broadband from somewhere else.RUBISH !

Bad service bad customers services its the bad company in UK I have to much to say

I went from Virgin to BT and I have regretted it ever since. I can't wait for my contract to expire so I can get my broadband from somewhere else. Rubish !

Can ANYONE actually be worse than BT. The speed is dire, the customer services

Since we upgrade to BT infinity the broadband internet connection became worst. On our old package it has been slightly faster than infinity which doesn't sound normal at all. The connection speed always seems to become insanely slower from time to time. With the older package it didn't do this as much.

BT have been absolutely Rubbish. I made the order before i moved home, when we got to our new home, they was no landline or broadband. I had to reorder and wait 11 days. I need internet and landline for my work. Eventually I got it and for compensation they offered me £3. I spend more money on petrol to go to and internet cafe. DONT USE BT GO TO ANOTHER PROVIDER.

Where do I start, BT are a complete shambles. I only live just outside of a major town but the best they can give me is 2 meg. I dont want to pay more for FTC as I think this will be crap as well. At present the superb technological giant of BT can manage to deliver is 0.5m. I have had endless calls to their customer help desk, a singular example of an oxymoron if ever there was one. I have had visits from engineers, I have had new routers, in the end somebody at BT with an IQ bigger than their hat size could work out that its their stupid copper phone line we might get somewhere. Unfortunately they seem to busy escalating it to another team who wont call you at the agreed time and even worse will still not do anything about the issue. I think we couls all club together and send the CEO of BT a torch and a mirror because thats the only way he/she could find there own backside.

Hopeless, charge the earth after promising the universe. I give up. We live 5 mile from Chelmsford where Marconi did magnificent things with radio but we can't get 1 meg from this crap company BT. But they get our money no probs. do not use BT at any cost. Rip off, rip Bt.

This is what i had to say to Bt myself - "So for the past 6 months, our internet service was terrible, we called your people about 50 times throughout this entire 6 months, and it had absolutely no effect on the performance of our internet and throughout time it has only gone worse. They've tried everything from resetting the hub to changing settings of the hub, to last resort of changing the entire hub, only to find out that its not the hub that's at fault its actually your service. It is not only wifi, it is the main line itself, as not only every single device in the house that uses wifi (even the new tablet i purchased the other day) but whatever connection that's coming from the mains it is terrible, because the stability is the worst i've had out of any internet service provider and i will definitely be switching to Sky or virgin after our contract runs out, i mean this is absolutely outrageous, the internet itself is not always at top speed, there are rare cases and times when the internet speed works at a speed that can't even be said to be satiable, the number of times the connection drops is probably more than the number of grain of sand there is at the beach; within this last 1 and a half years. I've absolutely had it with Bt. They've given me no compensation, when asked for help they were of no use and made no difference to the connection speed, only by chance there was one case out of the 50 times i've called them that the internet speed went up by 1m/b on the speed test and the guy went all happy, only later during that day the speed dropped by 5mb, and during most of the time the internet speed is the absolute worst, i mean i can't even load a simple youtube video, or in most cases the internet just stops working, i get the screen "no connection" on my browser, and this is not only my computer, like i said, there's about 4 of us in our family, each of us owns at least two devices and we all drop connection when this happens, now you may say that it may be due to the traffic in our own house, well here's another thing, even when they gave us a new hub the other day, this means that most of the devices weren't registered to it, i did a speed check and it was as awful as it was before, and there's no way i can stand this terrible internet. Like i said, its not even about the speed most of the time, its about how unstable it is, the internet connection just drops and some times it takes a solid 30-45 mins before it is back and i have to say this is absolutely not worth a single penny considering i'm paying 54 pound a month which is outrageous as i can easily get google fibre with that money and that can go to speed of up to 1gbps, i don't know if this is with every area or just my area or everywhere else in the country, but i know one thing, that Bt internet is the absolute worst i've ever had and i never plan to go back to it, one of the biggest mistakes of my life. "