BT Home Broadband Reviews

Moved address in mid January 2015, placed an order for phone, broadband and TV on 8/12/14, plenty of time I thought and could even keep my own number!! Well here I am as February starts tomorrow, phones working, though no answer phone or caller ID, televisions just connected today but no BT sport!!, internets ok, but half of the speed quoted!! And still I wait for my old number to return,, then and then only will BT even consider the days taken off with no engineer, still not sorted out in 2 months and bills that don't tally to what I've had??!!, and I know it's a free phone number, but they're getting paid to speak to me, who's going to reimburse me with the 12 hours (so far) I've spent on the phone because they can't sort a straight forward order out.

Decided to join BT Infinity in May 2014 as it apparently was the best, fastest broadband on the market.
Since May, we've probably made over 20 calls a MONTH to complain about our terrible service. Calls will usually last around 1hr - 3hrs, this is fine if you don't have dinner to cook, places to be and lives to live but sadly, we do. The customer service over the phone is patronizing and usually rude, we get ran through the same things about connecting wires etc, but its no help. They say they note calls but when you call back they tell you you've never called them, even though you spend hours on the phone with them a few weeks prior. We have opened up so many cases now we can't even keep track, none of the cases have been solved. The internet will drop out randomly, sometimes it will talk over 2 hours to turn back on. When the internet goes out, you get steps to follow in your browser, after about 6 times its mind numbingly annoying to go through the process of checking wires, pressing the refresh button and unplugging and plugging things back in even though my router is never touched, only ever cleaned around. On top of that, if you accidently knock over the router - or even just nudge it gently - sometimes it will totally freak out and refuse to connect to the internet.
Recently, the internet drops every hour or so then connects again which is incredibly annoying. We have had a new router sent out and it made no difference.

We called them today and they did some 'tests' on our landline and wireless, apparently their maybe a fault in OUR wires, they are charging and WHOPPING £129.99 to check these wires in our homes, which we are 100% sure they're is nothing wrong with them.

We were previously with TalkTalk, we hope to go back to them but sadly we have to wait for our contract to end before we can do so as they said they would charge a large fee to get out of the contract and we certainly don't want to give them any more money. Avoid BT Internet at all costs.

Welcome to the JOKE LAND of BT Business Total Broadband. So here and there you get some issues, sometimes for couple days, sometimes for weeks. Does anybody cares that you running your business online?Nope BT don't give a slip. Do you get compensation or something if you internet isn't properly working for two weeks? NOPE. Does anybody call to see if it's working now, after all you paying for the service? NOPE...So time passes and I receive phone call for renewal, they offering £2 discount and the bill would be £44.00 a month. Really? I been customer for more than 5 Years and I get £2?lol OKEY..I say I will shop around and ask if they could call me tomorrow, they don't sound too happy, plus now they tell me that I should call them back. Really is that how you treat your customers? So I found deal with Talk Talk who offers me same deal for £25.00. So today I get letter from BT saying I will need to pay £53.61 for stopping contract early. HOLD ON..it was just last week I spoke with them regarding renewal. So I call them..Now they telling me I have two different contracts, one for broadband and one for phone line..???but I never asked for two contracts. Yes but for broadband to work you need phone line. So how come they on two different contracts?Cos they two different services...Am confused. So broadband can't work without phone line but they on two different contracts even that broadband can't work without phone line. So wouldn't it be a common sense to put what is needed for broadband to work on one contract?ITS LIKE YOU SELLING A PERFECTLY RUNNING HORSE BUT WITHOUT LEGS which you need to buy separately. Plus because I didn't know that phone line was renewed somehow till October 2015 now I need to pay £53.61. My opinion is: BT DONT CARE about you or your business all BT WANTS is you MONEY.

Awful dreadful service. Never again. I've wasted a whole day waiting for a box that they decided to cancel. Not only that but I spent 53 minutes trying to ask what happened and I was out through to four different people all as clueless as the rest

I ordered infinity after a call from bt trying to get me to commit to a new contract. The installation immediately caused problems as they removed an extension from my hallway which was no longer suitable. I accepted this as I was expecting super fast infinity broadband. This hasn't happened!! We are constantly dropping out, speeds are not brilliant. I can't download films from Sky anymore as they removed the extension I was able to use. I cannot speak to anyone but an Indian call centre and they use the scripts and are unable to deviate. On contract until Feb 2016 (6 months in on an 18m). I wish I could get out of it, horrendous service, no customer service.

Dealing with BT Business cock ups at work and coming home to deal with BT home cock ups.

ZERO STARS: Why would anyone consider joining or transferring to this totally incompetent lot? If you're thinking of either don't waste your time or sanity unless you're a complete masochist!
I placed an order 33 days ago, paid line rental in advance, had a commitment an engineer would be installing the equipment and have had the run around between their 'back office teams' trying to tell me they are unable to 'find' my line. All this despite the fact I've told them over the phone repeatedly the 2 numbers previously used. They cancelled my first order without even telling me, promised me calls to be returned within 48 hours and at no stage did they ever return the calls forcing me to pay over £20 in paid calls for being penalised by their totally unprofessional and inept call centre staff. I demanded escalations and got flogged off between various back office staff who struggled with some of the basics of English let alone who knew the procedure to deal with situations like mine. 33 days later I'm now left with having to resubmit a new order and wait in line. Totally pathetic! Unfortunately there are no other providers in this remote area otherwise I'd have given up ages ago. Do yourself a favour - avoid like the plague! Mr Patterson you have a very serious problem and need to listen to your consumers. My complaint is being forwarded to the top level and I personally hold you responsible.

Would avoid in the future just for the sake of their customer service. After nearly a month of problems, and two weeks without any service, we're finally up and running with no problems (fingers crossed). Their customer service is despicable, I think I spoke to upwards of 50 people before getting our issues resolved (we moved back home and brought our service with us, they cut the old service at the house off before telling us it would be a month before the new one would be live!).

If you have no problems then I'm sure BT are fine, the broadband is good (although sometimes a little patchy when a lot of people are using it) and the phone line is fine.

I would avoid at all costs just because of their customer service though, the most appalling company to have to deal with.

Do not choose bt the packages are expensive compared to other phone and broadband providers.The Internet broadband was at okay speed at first and then in a couple months became slow.Just remember any call out for faults they charge.

Horrific customer service

Passed to India, sheer waste of time....

Hate this company

Predictably Appalling, useless Help Centre. Multinational monopolist so why would they care. Run by brainless morons with Degrees but no idea how to run a business involving real people. You can't possibly expect anything else from a company that only cares about money and their share price!? (No doubt they'll pay some overpriced idiot PR firm to make them seem more 'human' soon!!?)
Relentless password resets, shocking Indian Call Centre. MOSTLY LOUSY AFTER SALES SERVICE
(I wonder if there any human beings left in the world running Global companies?)

Useless - I think I have spent over day on the phone transferring between departments to get my blasted broadband to work. Every call has lasted about 3 hours and all asking the same questions again and again. My broadband works sporadically and is soooooo slow. BT engineers don't turn up for appointments after you've taken the day off work. If you can get someone else, try them unluckily for me I'm contracted until the summer which I will spend in Costa using their Wi Fi as mine is beyond useless.

BT has been nothing but trouble from Christmas time this year. While everything had been running fine for about a year, we developed an unknown fault and our speed disappeared. Calling residential customer services is like entering into a Monty Python sketch. I have been told incorrect information, reassured excessively that they would fix all my problems and my problems would never come back, begged by them to accept their help when I complained that they were not resolving my problem (this was very unusual), and told I have no problems and everything was ok. They rang me back at inappropriate times (close to midnight walking everyone up), told me they found a technical fault, and when I asked them to explain this, they said it was a technical fault, and when I further asked them to explain it, they said they could, but it was technical. While I am not trying to return a dead parrot, and instead, just have my broadband repaired, I have gone around and around and around and around in circles, and my broadband is still rubbish. They are fine when things are working, mainly because you do not have to interact with customer services. Once things go wrong, they go from bad to worse very quickly.

All of the reviews strike a chord with our experience of BT. It is like being in a parallel universe where all normal rules of customer service go out of the window. You wonder at times if you are going mad. Another 18 months to go !

BT have been absolutely disgusting and disgraceful during my 18 month contract with them. The internet was much slower than promised, the monthly fee for a new customer set very low but after one month I was paying almost double the figure I had agreed. When finding out the contract was 18 months even though I agreed to 12 - I was met with a rude responses from their customer services team stating I would have to pay over £200 to cancel. I was even told to "move back to your parents house and have the line installed in your bedroom" which would incur a £130 fee on its own! I was never once listened to and never once received any apology for the way I was spoken to by multiple members of their staff. A few months later after giving up and continuing to pay a silly amount for slow internet, due to being made homeless I was forced to cancel the contract and have since incurred their ridiculous fees of £180. They have threatened me and written me the most disgraceful letters that I have seen from any single company. Hidden charges, extras and fees left right and center. All of the rumors are true - BT are the worst internet providers you could have the misfortune of joining.

Actually 0 stars on all counts.
I would like to up load approx. 100 screen grabs BT Wholesale test showing down load speeds 0.?
I have spent in excess of 8 hours in total to BT call centres in India???

I cannot believe the customer service! I called the 0800 number to discuss my present package. I spoke to a male who continually yawned throughout the conversation and didn't appear to have a clue what he was doing/saying.I thought he was under the influence ! I put down the phone redialled and a female answered this time. Not very clear on what I was asking and couldn't multiply 12 x £1.22. She told me she wasn't a numbers type of girl ? I asked to speak to Team Leader or manager but conveniently no one was available. What awful service and quality! BT don't deserve my years of loyalty and money. I dialled the number which costs you and asked them to call back. This time I got a polite trained operative who knew what they were talking about. Will now look for an alternative after 30 years.

Lost internet connection on the 15ht Dec. BT do know know what is the problem. I have asked for a letter of deadlock and are taking this matter to the telecommunications ombudsmen

I despise BT. If you were mugged, and the thief caught, he/ she may be convicted and fined or jailed. These corporate thieves steal with impunity , charge enormous prices, for something that nowadays is normality. Phone, internet access is a given in this part of the world. I accept I must pay for service, not a problem, but not extorted. Avoid BT

I have stayed with BT for many years, and just upgraded to Infinity, when it was installed I was told by engineer, I was getting 79 mbs into my house. I was very happy after previously getting on average 3 mbs.
Engineer left, and since this I have never got any where near the 79 mbs proported. At sometimes I have even gone as low as t he old 3 - 3 mbs. Very unreliable, hub always needs rebooting. average speed is usually 15 - 20 mbs, if I'm lucky.
Spoken to helpdesks, always get overseas, who are absolutely useless. and just pass you from pillar to post and fob you off. BT, I am very unhappy with your service, but I am sick of spending hours and hours n the phone to your helpdesks.

AVOID!!!!!!!

Promised 80Mb/s but getting around 5Mb/s said there is a fault in the area for around 6 months now. Customer service is awful, you get on the phone to india and they tell you the same thing over and over again. When the internet does work, which is very rarely, it works very well with good high speeds but its reliability is shocking. If you want a bad provider that throttles you and has bad reliability, BT is for you. Otherwise, STAY AWAY!