BT Home Broadband Reviews

BT wifi is simply not fit for purpose. We have had it for over a year and have invested in power boosters etc, and NOTHING has worked consistently. In desperation we even invested in the £10 per month tech support service - and all they tell us is that our house has walls.... and this is what is getting in the way - who knew???

Our wifi signal is erratic, slow and sometimes non existent - but the BT tech expert always told us - ' you are connected and the signal is strong' - that may be so in the modem - but around the house it fluctuates wildly throughout the day - much stronger in the morning but deteriorating in the afternoon and evening - I'd accept the 'walls' explanation if the signal was consistently useless - but it is not. BT are using ancient copper wire technology which too many users are having to access - we are returning to Virgin next week and cannot wait. BT should be ashamed of themselves and we should be given a refund. And their Tech support service should start telling the truth!

complete utter rubbish b.t are avoid b.t like the plaque there rubbish customer service is appalling rubbish compant.

PLEASE DO NOT MAKE THE SAME MISTAKE AS ME. AVOID BT AT ALL COSTS.

Signed up for Infintiy on 17th December. 4 changes of installation date.
2nd January and still have no phone line or Broadband.
Have to deal with Indian call centres who then have to call BT in the UK who then have to call Openreach who actually do the installations.

Wish I could give zero stars. Do yourself a favour and go elsewhere.

I tried to swap from Virgin to BT. Two engineers arrived fitted the router. But after they left I discovered that my phone was not working and I did not have Infinity 2 which I had ordered but a much slower version.

After being on the phone every day for over a week during which time I was assured that I was not a customer of theirs, then that my account had been closed I finally got them to say that I did actually exist and that they would send the engineers back to fix the phone and install the Infinity broadband I had ordered.

The date came for the final installation. No engineers arrived. I phoned BT. They said it had been cancelled possibly by some computer fault. They then said that I would then have to go back online to re-order as the offer I had been given was not available by phone.

I said I wanted to go back to Virgin but they had to fix my phone line. They said as this was not part of a broadband installation they would have to charge over £130 for this despite my protests that it was their engineers that had caused me to be without a phone for more than 2 weeks and with inferior BT broadband for the same time.

The only positive thing to say that at this point and with many hours wasted I asked if their cancellation meant that any contractual obligation I had to BT was at an end? They said yes.

I am now back with Virgin.

If this is what BT are like when they are trying to get your business what must they be like when they have you locked in a contract? Avoid at all costs. This was perhaps the worst customer experience I have ever had with a major company.

So glad I found this review site as it's clarified I'm not imagining how poor BT services are. For the 16 months I've been complaining of drop out broadband unable to use BT email mail lost BT sport freezing constant lies and fob offs from call centres an engineer came before Christmas and confirmed the cause of the trouble. Seems two local boxes have cards running 50 lines and my box has four faulty lines. Told me other service providers are also using that box so at any time my line has been connected to any different terminal as lines moved to 'resolve' the latest complaint. This is borne out by my bank security not recognising my IP address and other sites I use confirm my IP address has changed within hours of sorting it again. I also received a warning despite having unlimited broadband my usage was excessive. It's very obvious it's all running on a wing and prayer. 2 hrs yesterday of call centre who then also lied to uk engineering. Well BT today I decided enough is enough I've given notice I'll go elsewhere as at no time have you been physically capable of providing the service I'm paying for as your management apparently take the view ok 4 lines are duff but that leaves 46 that work and so it carries on. I'm going to chronologies events for Gavin Paterson and off com expecting a substantial refund of monies paid. I've also been told today my PAC code will be with me in 5 days time. See you in Court.

I'm getting the impression customer services are hiding/running away from me.
I've been a loyal customer for years for both telephone and broadband.
We have just had fibre band trunked to our village and whilst waiting for the endless failed installation dates I decided to review my contract with BT on the promise that I would be able to upgrade to fibre when it eventually came. It came in November and BT have just slashed the cost accross the Internet. Nowhere does the advert state "excludes existing customers" the usual BT con. When you attempt to order it (on line only) you are asked to enter your land line etc when suddenly the price jumps from £10 to £24. I called BT sales who tried but couldn't explain either.
BT like so many other companies who don't want to contacted make it so difficult for people to email them by putting dreams and reams of smokescreen and diversive links to divert us away from the "email us" links. They lodged a complaint on my behalf and said I would get a follow up call. I've heard nothing. BT provide an appalling customer loyalty programme when it comes to upgrades and renewing contracts. Where are you? Why are you hiding and avoiding me?
When are you going to start treating customer retention as a priority rather than taking advantage of the hassle of migrating to their competitors?

This internet speed is worse than in my home in South Africa. Do not go with this service as you will regret it. Netflix streams in the lowest quality, webpages take ages to load and iTunes downloads can take an hour for one song! DO NOT GO WITH BT! This is a warning.

Very expensive. The Broadband upgrade we received is slower than the package we were on before... and the connection keeps dropping too. Customer Service were poor when we called for a price review, they said they couldn't offer us a better package even though they advertise better packages online. BT has not changed and is still a money grabbing organisation with only its shareholders in mind and they simply do not care about their customers. The products are poorly made and the new menu guide on BT Vision is far too complicated compared to the previous version. Poor products, poor service, overpriced.

The problem with these review sites is that people only post to them if they are having problems, hence the peer ratings here are completely un-representitive. I thought I'd provide some balance. I ordered Infinity 2 as an upgrade to my existing BT ADSL, the modem arrived on the promised day, and the service was provisioned on time. At the time of order I was told that I was likely to get a speed of about 50Mb/s, the connection speed I actually get is 70Mb/s, the connection is completely solid and so far there have been no slow-downs or dropped connections. The BT homehub 5 provided has the latest ac WiFi technology, so all my devices get the full 70Mb/sec over WiFi from most rooms in the house. I am therefore very happy with all aspects of the service.

I would like to say that from the time I was given infinity free for a year I stayed with bt. The speed specified was upto 79 Mbps and that was achieved but my problem was the Wifi . I am using a bthub 3 and in my opinion the wifi range is abysmal. My hub is upstairs and in the room below is my sky box and broadband adaptor, every couple of hours the adapter lights are both on but my tv is telling my wifi signal may be too weak. Bt need to improve their hubs to give everyone better range and less time loosing signal.

I moved to BT from Sky because Sky wasnt up to the standards I wanted. What a mistake. From day one BT was only running at 2.4mbs, instead of the 4mbs I was promised. BT said we will send out an engineer to check the line etc, but if its found to be anything that isnt BTs fault you will be charged £129. I was confident I had checked everything was ok so I allowed an engineer to come. The engineer didnt say a deal and left. NEXT Bill - yes youve guessed - £129. I rang up fuming and was told 'you switch your router off at night'. I explained that having seen a few burnt out routers on Facebook etc thats why I switched off. Ok, in fairness they did refund me.
All went well for 3 months thereafter, until a guy from BT rang me about BT infinity. I showed an interest but didnt buy, but believe me, my broadband hasnt worked correctly since. It is down now, and has been for the last 3 days. The nice guy in the Indian call centre assured me an engineer would look at my problem tomorrow. However a call 5 mins later from the same nice Indian guy was bad news - they wont be looking tomorrow after all. So its a case now of just wait.
I wouldnt recommend BT to my worst enemy. I always thought they were a reputable company with a good reputation, but having had to deal with them when things go wrong proves what a tinpot company they are. DO NOT SIGN UP TO BT BROADBAND.

just terrible. well and truly ripped off

Been with BT for 5 years was originally really very good - new home hub with top speed BT infinity package arrived 1 year ago & problems began - rarely reached anywhere near speeds advertised as was totally unreliable, dropping out daily in a major city which is astonishing. Never seem to accept they may have a hardware issue with there router - even though I'm stood next to it and cannot get online.

So were quietly leaving & happy to pay £30 cancellation fee to try out Virgin Media.

DO NOT TAKE OUT A CONTRACT WITH BT. You have been warned.
Unreliable and unstable broadband and TV signal that required hours and hours and hours and hours of calls to them. It was never properly resolved.
Ripped off when we had finally had enough and cancelled while in contract.

Recently moved home and since I was an existing BT customer I decided to opt for the seemingly straightforward choice of sticking with the same company.
I called BT and told them to transfer my services to my new address (for which an engineer visit would be required) and was informed that the earliest available date would be 23rd December - a full month after moving. I said sorry but that was unacceptable and I would be seeking an alternative provider. An early date of 8th December then miraculously became available. An engineer visited and stated work needed to be done outside of the property for which another visit would be required. Thus far no one has arrived on two occasions and a third visit has been arranged for yes, you guessed it, 22nd December with services commencing on the 23rd. I have no faith that will happen.
In the meantime I have spoken to numerous BT staff who plainly have no idea what is happening as very little information seems to be recorded. I have received emails stating the customer care team would call on a certain day but no calls. It has been explained to me that I didn't receive calls because they had the wrong number, yet sent me a TEXT to tell me they couldn't contact me because of this!

So, having stated that waiting till the 23rd of December was not acceptable, I now find myself hoping that my services will be connected on that date. In my opinion I was lied to in order to retain my account. There is little or no communication between departments, trying to speak to a supervisor is a hopeless cause as it seems it's not their policy for senior staff to dirty their hands talking to customers and BT employees seem to make things up as they go along.
Unnecessary mobile calls over the past four weeks have left me out of pocket and I'm still paying for Netflix which I haven't been able to use along with xbox live.

BT are a truly woeful company who don't deserve the loyalty that many show them. I am currently seeking an alternative provider.
Do yourself a favour and do the same.

Dreadful dreadful dreadful. Cut off twice by an indian call centre. Zero support. After moving home and day after supposed installation we still have no internet. Come back sky all is forgiven. Bt are absolute shockers

Internet & phone went down 9th Dec. told engineer would investigate 12th Dec then told 15th now told 22nd Dec product is good but support very very poor so be warned

responded to a 12month free infinity our bill in last 2 months went up from40 to 55pounds per month was to be sorted apparently hasnt so annoyed now we are pensioners and our usage has not changed so why the 15pounds being added on what was advertised as 12months free

BT fitted a new line for free which seemed excellent. Speeds were 28MB with a low ping.

Fast forward 3 months, my sync is suddenly locked to exactly 20000Kb, ping is terrible (35 when previously 8 to UK servers).

I try over and over to speak to BT, being told someone will contact me and that they are chasing the fault. After weeks of chasing them they finally get back to me and say there's no fault and everything is fine.

Apparently is sudden 8Mb drop on my connection (30% of my total speed!) is normal and is possibly down to, and I quote "more people connecting now".

My old connection had a slightly better ping and would sync at 25Mb. I've moved to BT and EVERYTHING IS WORSE.

I couldn't recommend against them enough.

Good but now flawed. I like BT and have had MUCH better speeds than when I was with Sky. However, recently when I've needed help I have been treated VERY badly by customer services. I don't like being spoken to as though I was an idiot. When my contract runs out I will be looking to change providers.