BT Home Broadband Reviews

Broadband in our Village is dreadful. We are not far from Cities of Bristol & Gloucester, yet there are times when broadband fails. Speed at very best can be 1 mb, but much more likel;y to be a lot less. On occassions when I have tried to test the speed, it has been so slow it won't even drive the speed tester.
We had hoped that fibre broadband would be coming to the village when BT brought it to our local exchange. But 2 years on we are told they aren't. This is unacceptable in 21st Century in England. Time BT monopoly was stopped. We pay a lot for a poor service. Worst of all is that letters to BT never get answers and one can never identify who makes the decisions.

Do something about it!!!

Be advised. Don't go with BT. They are dearer despite a poor service. Be warned there is a £30.00 Cancellation charge, if you ever leave BT broadband, not to mention the arrogant customer service agents. Just moved to virgin, much faster and reliable although upload speeds aren't that great.

Unimpressed and angry with BT
Upgraded to Infinity 1 unlimited after our normal BT Broadband was getting worse, ie frequent times when no internet available .suspected they were doing it on purpose to nudge you into fibre super fast broadband.
My New hub5 arrived on schedule and for a few days my speed was almost the 37 meg as advertised.

Then tried to watch Eurosport Player bloody hopeless. Stops after a every couple of minutes,useless trying to watch live sport.
Started getting emails from Libby in customer services asking for their Youview box to be returned. We had BT TV for over 12 months and paid £50 to BT for the Youview box and was told at the time that after 12 months we can keep the box,.
I declined their reduced price offer of £2 per month when I upgraded to Infinity 1 . They have a nerve to keep asking by text messages as well as email for the box back.
To add insult to injury they have just charged me £5.60 for exceeding my monthly allowance of 40gig.
Don't these stupid people know that I have unlimited broadband use with Infinity 1.after being persuaded by them to upgrade.
Oh and checked my speed today 5 meg this morning and 10 meg this evening.
I have threatened to report them to trading standards/offcom
If they don't refund my £5.60 immediately. Don't hold your breath.Bt need exposing on watchdog or you and yours.!!!

WARNING..........AVOID AT ALL COSTS.

Worst experience with ANY company, EVER. SHOCKING service on all levels. Should be investigated.

Pay for a 75Mb connection, usually receive in the region of 35Mb. The customer service is shockingly awful, they don't care in the slightest so don't expect them to help you. We were stunted with an engineer bill of £130 as well, for an issue that even the engineer told us was BT's fault and not our own, an oversight by the original engineer in the set up cost us in the long term.

On top of this issues like losing Broadband service for a week at a time (with no apparent fault on their end), and over a month waiting time to get set up initially make this all in all a great practice in wasting money and time.

Overall for several months I have found the BT broadband and TV service to be very poor the customer service to be polite has been an absolute shambles.
For over three months we have had erratic broadband service with frequent outages; the BT Vision has not worked at all for weeks. I have Open Reach technicians send hours here, the last one diagnosed a fault underground in December but as at the 22nd February it is still not resolved. The good news is that we have a new cable on our property connection the distribution box under the footpath outside my house which comes on to my property via a new trench dug through my garden and drive but the bad news is that it ends in 3 Metres of loose unconnected cable lying on my drive - a chocolate teapot at least have some use since we could eat it...
The worst part of BT's (total lack of customer service) is having to deal with the BT call centres which seem to be in India. The people there are doing there best to provide service but the whole BT customer service system when there is an ongoing fault is in a state of absolute shambles. I have had dozens of discussions with the call centres, most of which result in total frustration on my part since the call centre folks are only given part of story by BT Open Reach folks which has resulted in hours of wasted time on calls and call backs.
My requests to speak to someone in the UK who is dealing directly with resolving our Broadband/TV service meet with a complete blank refusal. I ask to escalate my but all I get is someone else repeating the same half true stories and then being met with continued unfulfilled promises as to when my service problems will be resolved.

My experience with BT has got to be the worst experience I have ever, ever had as a consumer and I strongly recommend others steer well clear. 6 weeks, over 30 phone calls to BT, several hours on hold, 40 occasions of being misadvised, stood up by 3 x engineers, £121 and still no broadband.

I had Virgin Media for 2 years and I only had an issue once. A technician was sent immediately to fix it. I've had BT for 6 months and I have issues on a monthly basis, which I'm left to myself to solve. I've had to look up answers to questions online, which the phone support was not able to provide me with. I strongly recommend Virgin over BT!

Never again will I go with bt
im a fiber to the house customer
aftrr placing an order took two weeks for open reach to come in install a new ont box ..
after it was installed I had broadband for 10days even thu
bt told me I cant have Internet because its not be activated but it was working
Bt then activated two weeks after open reach had been. broadband then when off line was told it would be on within 24houts 4 time's today I have just told them to stick there boradband up there ass and have cancelled. I have been a bt customer for 5 weeks and have nevrr had so much stress over getting Internet

Firstly disappointed to find out that because we have moved into a new build estate that BT are our only option so we compared prices and the unlimited Infinity 1 package seemed like a pretty good deal. We signed up but there was a problem.

First issue was that Openreach had to go out and install the line and BT would call back with and update 3 days later. They did call back but the voicemail was that another update would be forthcoming in 3 days time. So I waited and 3 days later another update was due 3 days later. Another three days and the voicemail said that the explanation would be provided in another five days time.

Now so far I've not been too upset as BT had kept to their estimated callbacks and as it's a newbuild I had to expect some hiccoughs.

The update call with the 'reason' I got was that openreach are unable to provide the service as there is no phoneline! I knew this because I am asking them to install the flamin' line! 'We are sorry Sir but we have cancelled your order'.

At this point knowing BT are my only option and they cannot provide the service at all with no explanation is ridiculous! I have asked for the matter to be escalated but I doubt this will make any difference.

So we are now faced with moving into a nice new house today that won't have a phone line or broadband indefinitely. No I would not recommend them but when they control the monopoly of lines I wish there was at least another ISP to try! But there isn't.

Awful service I had to phone 4 times to stop them double billing me and then they put me on the wrong tariff.
Broadband speed nowhere near what they advertised and regularly stalls. Looking to change my provider as soon as.

All we wanted was a simple switch which required a new hub and a youview box and an engineer to conection so in order here's what happened
1) the hub was delivered to our address but addressed to my mum who died in 2008 and should not e on the account
2) the engineer went to our old address where we haven't lived for 7yr
3) billed us for a youview box that was with the engineer who went to our old address
4) after dealing with their Bangalore call centre and being promised a call back twice funny never happened
NOW BYE BT HELLO SKY they have now also lost my dad and brothers as customers as delivering items addressed to my mum has so badly upset us we are all going g with divergent providers

Had BT Infinity for 2 years and the speed has been well below normal broadband speed. After numerous hours calling there useless customers service and technical support,they failed to resolve the problem but still charged the higher price for this so called "superfast' Infinity. I overheard there engineer on the phone asking the exchange to remove the 'cap', so they do actually control the speed. I have now moved to EE and not only is the speed satisfactory but its also much cheaper.

One word... Hopeless placed my order a month ago. My current provider was cancelled. Me left with nothing
Super fast?? Any would be good at this moment in time.

Daylight robbery. We have moved, we asked BT to keep the port open as we were looking to take one BT infinity (We both work from home and need those speeds), the same package as the originals home owners (my parents). This was promised and they agreed the sale. The day came, no engineer turned up and after US calling BT, we were told the port had been closed and capacity sold to someone else!!! Leaving us without Broadband infinity until 18th March. With no apology or admittance of fault. Then having to spend a total amount of 5 hours to get dialup set up for next week.
Which is pointless for work. Absolutely the worst service I have EVER had from a company.

Shocking !!! After 14 years with BT to be conned into renewing the worst contract on the market with FREE. Bt sports !!!! £63 per month for not even fibre optics !!! Disgusting company and should be investigated

I subscribed and paid for one day wifi access with BT wifi with fon. I only had access to Internet for just two hrs after buying but could not log in again till the day was gone. Very very bad experience and service

will never use bt again. signed up for bt infinity a few years ago via fibre optic and all was well, then soon after the 2 year contract ran out the broad band speed got slower and slower made numerous calls to the technical department and both I and they had problems understanding each other due to the language difficulties they always carry out the same tests that take 10 to 15 minutes a time and always say that their systems show that we are getting 70mb down load speed, try to explain to them that we are often getting less than 1mb and they just put up defensive walls and refuse to listen they also seemed surprised that i refused to go out and but a lead to connect my computor to the hub so that they could test this, tried to explain that it was their hub and i wanted an engineer to come out and test it and they refused. spoke with one young lady who to be fair was very helpful and she got us to press the reset button on the rear of the hub that sorted the problem in the short term but we are having to press the reset button 2 or 3 times a day to get a decent down load speed. finally to day asked to speak with customer services uk to speak about cancelling my contract with them as they seemed incapable of resolving the problem and the young lad agreed that it sounded like and old hub that wasn't up to the job and that i needed an upgrade and then wanted to charge me for a replacement hub tried to explain that i pay them for a service which they are not providing and that the hub is theirs and not mine and that maybe they would like to replace the hub as part of the service that i pay for and he said that he would speak with his manager and call me back, i have heard nothing from them since and so have spent the rest of the afternoon speaking to other suppliers and will dropping bt as soon a possible

Firstly, service, in one word, is PATHETIC. BT took a sweet 20 days to put up the line. And the line did not work! They took another 7 days to fix the problem.

The speed was excellent. It worked without problems for exactly 2 weeks. After that, the disruptions began. The modem would stop working every 15 minutes to two hours, for 15 seconds to 3 minutes, at random. This basically means that you cannot stream movies without having interruptions at random. You cannot VPN into office without having to go through the trouble of reconnecting at random intervals.

Then comes customer support. Support folks are mostly a friendly lot with intentions to help. Though the intentions rarely translates to actual proper, satisfying resolutions.

I took the connection because of the speed and unlimited service, but little did I know that the advertisement not mentioning an uninterrupted service meant that the service would be as pathetic as it is!

I would rather go for lesser speed with download limits than continue with such a horrible service, but unfortunately, they want me to pay a discontinuation fee of some sort. I think I might take this to court since there are many ongoing, registered complaints regarding this.

The saddest part is that this is my first experience in the UK, and I am thoroughly disappointed because the so-called "Third world nation" that I come from, offers much better service, reliability, customer service! So much for the British experience..

PS: No nationality based offense meant. But the BT service so far, is what it is.

Don't use BT! Their custom service is appauling. Incompetant, rude and seriously unhelpful. They are vastly over priced and everything is added on as extras meaning you end up paying even more than you thought to get the same service as elsewhere. Their fibre optic broadband is only fine if you are plugged in, the wireless drops out constantly and the router has to restart all the time causing no end of trouble. Would leave now if I wasn't tied into a contract. Never using BT again!