BT Home Broadband Reviews

For your information...£30 they charge to cancel out of contract, nearly all ISPs do this.14 day cancellation period is part of ofcom guidelines, again nearly all ISPs adhere to this. They advise orders are subject to terms and conditions when they read the distance selling regulations.

Signed up to a phone, broadband,tv & sport pack. Less than £30 a month. Equipment delivery and engineer were both early. BT Wifi & BT Sport apps are great extras. I had a fault which was fixed within a week including engineer visit at no charge. Even the infamous BT Indian call centre called as promised. Would recommend to anyone

Sad to say BT are very poor. I eventually changed to sky.

I had broadband and phone with BT @ £43.00 a month. Speeds were 0.8 download and 0.2 upload but at weekends we often got zero. I concur with other posters that customer service was useless and even total lies. I threatened to take them to court through breach of terms and conditions and left BT on that basis.

Now on Sky broadband on exact same copper wire and get 3.8 download and 0.8 upload. Broadband is quite stable also.

The problem lies with BT.

Poor broadband speed, terrible customer service which is in part due to typical 'large company' internal processes. No ownership of problems or complaints, complaints not registered and have to push to resolve.

I am ex BT. When India starting controlling our install & mtce work it all went downhill overnight. When we had Ifinity2 upgrade an ex Railway guy who had worked for BT for 6 weeks did install...did not understand how to reconnect extension wiring to new master linejack..ha ha ha..

Feel really sorry for all BT customers. Service now is terrible.
A few managers I had were diamonds,
the rest completely useless.

I've been a longstanding BT customer using both phone and broadband, had issues with an old router resolved (router started making weird noises but still worked, called BT and they sent out a new one sharpish). Had various packages and upgrades over the years, though it is very difficult to get a cheaper package, I have to "leave" BT and then sign up again which is annoying. Use broadband for streaming TV, regular surfing, speeds are good except streaming at peak times is not possible. Also use the openzone Wifi when out and about which is very handy. As long as I can get a good deal I will keep using them.

Just moved from BT to SKY due to the following;

1. Horrendous performance including multiple drop - outs, slowwwwww speeds, weird loss of Internet during heavy rain (BT accused me of imagining this), and did I mention the (many,many,many) drop - outs?

2. Customer 'service' is a joke. Call centres in India where the poor souls are clearly reading from a script and have zero ability to actually listen to what you're saying far less actually offer a helpful solution. And they never, ever, EVER ring you back after they tell you they will. Ever.

3. Faulty hub. And again. And again. And again.

4. I think BT are bloated, arrogant and complacent and they don't deserve my hard earned cash.

Sky on the other hand have been wonderful and THEIR Indian call centre has staff who actually are allowed to think for themselves. Also they make you feel like they appreciate that you've chosen them and want to make you happy. Hooray!

I live in the country, so my internet will always be slow. But my exsperence with Bt has been awful. Lost my phone line for just under a month. It made my internet even worse. After they fixed it I had charges I never made. Dealing with customer service was the worse part of it all. No one speaks English good and it's very difficult when you have a problem and they will not say sorry for the bad service. I had to fight for any compensation and its was almost not worth the effort. Can wait for my contact to finish. Think I might just leave early.

Our community group as been with BT for 5 years now, and have recently just upgraded to 38Mb fibre.

On the old ADSL, we had a wireless speed of 18Mb and now have a wireless speed of 36Mb on fibre.

The only contact I have had with them, was when we phoned to upgrade. Dealt with sincere courtesy and everything which was promised was promised. The engineer turned up this week between the promised times and within 30 minutes we were upgraded.

I do not know what they are like when you have problems, as we have not (touch wood) had any with them.

Over our 5 years experience, I can recommend.

My Daughter ordered this system on line, having been lured by the provision of the free BT sports on TV. Other than that she had been happy with her previous ISP. Talk Talk.
I too ordered the same system a day or so apart. (I live a 3 minute walk away)
To cut a very long story short: upon connection it soon become apparent that my daughter could not get BT sport on TV. Over the next 7/10 days we spoke to BT customer service (An appalling service) about this problem. Here is a rough log of calls.

1. Order management office Cardiff (some of the information I was given here was either totally incorrect or misleading, but there was no apology nor solution provided.
2. An advisor in Belfast (Ditto above)
3. An English speaking lady Melanie in the UK
4. Shefali India (promised to call back the next day) and of course that didn't happen even though I gave her my mobile number and it was connected with 5 bars all day
5. Yokes India. This gentlemen was down right rude. So I asked to speak to his Manager ..?
6. Chanda India ( The manager) I may as well have been talking to myself) totally inept
7. Erin (UK) I suspect Liverpool area. At last a young lady who recognised that she was talking to a Customer. "I really do care about my customers" she bravely and genuinely stated. I pointed out respectfully that if she did it would be better to leave BT and find an organisation that would compliment her natural talents and beliefs.

My simple request was this: wether BT sport on TV is free or not. My daughter ordered the system BECAUSE that was the main lure. It hasn't been supplied and no date for when it could be was given. On that basis it is only fair for her to be able to cancel the service and receive a full refund without charges. BT say that because their confusing online order system caught her out, tough luck. If she cancels now not only will there be no refund, on the contrary she will have to pay a cancellation charge.

Only a monstrous, outsized, disorganised poorly resourced Dinosaur like BT could treat their Customers like this and get away with it because they simply DON'T care.

I will never, ever.....use this despicable organisation again for a packaged internet TV or phone provision, even though I have recently ordered the same at the same system. I will have to suffer their disgustingly poor customers care for 12 months as will my daughter (even though she has not received what she sincerely believed she'd ordered)
Then it's Goodbye, Alvida and good riddance .

If you want a good standard of customer care avoid BT or use them at you Peril. They as far away from British as the planet Pluto!!!

If there was a choice to put NO stars I would. What a rip-off of a company! They have a reputable name so you expect a lot from them but the customer service IS USELESS and in INDIA. The customer services team seem to struggle at times to understand and process English. Thankfully I left them last year and cleared up everything, however I considered continuing my contract with then when I moved so gave them my forwarding address etc. Today nearly 6 months later I receive an email from a debt collection agency saying I owe them £35!!! I ring them up only to be told I did not give them my forwarding address so obviously they used this agency to trace me and now I have to pay them 25% fee on top of what they say I owe them!! I am LIVID. I absolutely abhor this company!!

Avoid at all costs.

Connection is poor and live in an area surround by fibre optic yet our house plus 6 others seem to have been missed out even though you can't get much closer to the main hub yet BT won't connect us otherwise i'd be with Virgin.

Got sent a non functioning hub and after spending a week phoning India repeating and jumping through hoops to get this sorted the only offer given to me was to send an engineer and be charged £129.99 because they sent equipment that didn't work. Then the engineer didn't turn up and had to book more time off work for another to be sent.

They will scam you unless you go for there infinity if they feel like connecting your area up that is, Avoid, Avoid and Avoid.

Also Ombudsman doesn't care because they were paid off with buying up all the contracts. Monopoly wins and average consumer gets ripped off.

Parents use sky and they are 10 times better, think anyone else is better and until people stop using BT and the government sell the contracts out fairly this won't change.

Overpriced service, which whilst it has been reliable in the main, since organising a switch over to another provider has become un-usable, dropping constantly, very low ping times. Biggest gripe with BT is the cost, hugely expensive service, with no offers to keep pace and be competitive if you are already a user. Thus almost forcing you to move providers, stupid business strategy, now moving for a like for like deal that is a quarter of the cost! Line dropping is a big feature and always has been, annoying when watching BBC iPlayer or doing streaming.....

Poor service yet again from BT. I wonder whether any of their departments communicate.. I have TV broadband and phone with BT... I recently became eligible for Netflix free as part of my package.. Signed up for it... I enquired as to me having Netflix in the past and cancelling my subscription would be a problem as its the same email address I use now... I was told no problem... And yet on setting up my new box which took 25 minutes , only to discover Netflix not working... I then phoned BT only to spend a further forty minutes of my time talking to asia, only to then be told oh the department we need is closed ... I will have to call you tomorrow... Apparently I should of received an email from another department... Of course, standard with BT... Said email has not been sent... Every time I use BT for any sort of upgrade it is never straightforward or simple.. And always involves being pushed from pillar to post and taken forever to be resolved....I have come to accept that this poor service is just the norm from BT... And that yes of course most definitely means no not possible...i am infuriated by their incapapabilities

always breaking up - longwinded access - call centre a bad joke- crap basically

5 weeks and still waiting for the smooth migration from aol over to bt... worsed mistake ever!!!!
Left with no internet what so ever not even old trusty aol..
Placed order over five weeks ago only to find out my order had failed not once, not twice, but three times for what ever reason, they gave me so many complicated reasons as to why an order can fai...(failed because sombody didn't click the mouse properly).. I was promised a smooth migration as they put it with no loss of Internet connection it would just switch over at midnight...
The change over day has arrived and I guess I am paying from today's date but I have no router no TV set top box or anything els for that matter... I even recived a tx message saying my router would be with me yesterday... Still nothing worsed company ever... Don't bother with bt the lame excuses have been almost entertaining.. If I didn't have things to be getting with online like emails ect I would find this big joke hilarious...

have tried for over a month to move from Sky broadband to BT infinity 2 (due to their monopoly with fibre) and it has been a nightmare! first my address couldn't be found on their database, appointment booked only for engineer visit to be canceled 2 days before, tried calling to fix this and passed around the globe from one call centre to another with no one having a clue what the problem is. have spent well over 5 hours on the phone trying to resolve this but with no luck. The managing director of sales (libby Barr) should be sacked

BT package is Infinity 2 Unlimited and (calls £7.50 a month) Since starting this package on 8th January broadband has been around 12 times today 3rd Feb. The broad when working is down to a download speed of 0.03 Mb/s which is worse than the old dial up and you can't use it. Avoid BT like the plague.

I am trying to watch the FA cup reply Manchester United V Cambridge online, which would have been the pinnacle of my day and would have been a source of entertainment. But to my disappointment and annoyance the website remains half an hour after trying to login, at the login page. I had to receive the score through my friend, who is also irritated, frustrated and pissed off. I think it would be fair of you for the loss of my time and causing me emotion distress, to recover the costs of my displeasure with a Ferrari, preferable a red one. I hope you will sort this out and have back-up measures in places, to avoid this recondite in the future and a Ferrari would not have been given to me. Yours Faithfully, angry, deprived football fan.

Beware - quoted a package for 12 months but when confirmation came through the price was only discounted for 6 months, make sure you read the small print