BT Home Broadband Reviews

With a speed of 0.48mbps how can this be viewed as broadband. I was achieving similar speed using dial up many years ago but am now charged significantly more. The use of the term 'up to speed' is a con. The only comment I can make on reliability is that the lights on the hub flash regularly and I lose my connection, such as it is, so at least BT should be able to claim that that at least is reliable.

Failed promises from day one. I was told my servcies was going to start 3rd of december then they kept pushing it back uptill 15th of December. As a new customer its impossible to speak to any one. so cancelled afer reading preious reviews.

this is the worst provider iv'e ever been with, and I've been with AOL, they promise me 7meg and I'm getting just about 2 NOT WORTH £30PM

Just poor on all counts, £50 cancellation fee even though out of contract

BT are shocking. No two ways about it. I have used them in multiple contexts and now I have myself a dilemma. I've moved house temporarily and work from home routinely. The area I am in is not a Virgin Media one, who frankly were incredibly good relative to the rest of the market all in. I am stuck with basically two suppliers that I'll consider, PlusNet and BT.

BT, when it works, works. That's all I have to say on that. Out of the Fibre providers who are not Virgin Media the service is often faultless, but not often enough. The thing that is stopping me signing up personally again is that I know that if something goes wrong, there will be absolutely no way of fixing it.

I don't know what 'dimension' BT work in, but their customer services couldn't be more useless. Additionally, logging a ticket just means the ticket disappears altogether. You will never get a resolution to any issue that you find and you'll not be able to cancel. So imaging signing up to an 18 month contract and 20 days in, find it stopped working as the traffic has reshaped so that you are now not getting the 76Mbps but nearer, say, 3Mbps. You're basically done for.

You can't cool off (the cool off period for BT seems to be different to everyone else, since they can't seemingly install inside that 14 day time period) and with shaping, it takes time to get to your final speed. Potentially more than 14 days. So what you pay for, you won't get and unlike other providers out there, there will be no resolution for it, other than to go to the communications Ombudsman or make a complaint to Ofcom.

Tickets getting lost has happened to me in commercial environments. So I'd be loathed to take a hit personally on this.

I was previously with Virgin Media. Relative to the rest of the market, Virgin media are head and shoulders above the rest. I can't describe how much I miss that service now.

Bear in mind the rest of the providers on the market run on BT's network, even if they've been sold some percentage of racks in an exchange, it's still BT's infrastructure. This is one of the reasons that they are also poor. In a way some of it is entirely out of their control. The question then becomes how well other providers can make their value adds work.

BT were a good company 10 years ago. Now they cut you off at random as a result of not carrying out work they promise has been done. If you try to speak to someone (presumably to save money at no interest to their customers) you wait on automatic answerphones for 20 minutes, to get disgruntled staff who keep you waiting 20 minutes 'sorting the problem out', just co cut you off do you have to start again. etc. etc. You can never get continuity with one contact, and none of them seem to have any clue what their colleagues have said or done. Without doubt the worst communications 'organisation' I have come across. They can't even communicate with themselves. To big, & absolutely disinterested in their customers. Total lack of management organisation. Their adverts of how good they are and how they care about customers are perhaps the greatest work of fiction ever created.

Looks at the stars enough said !!!!!

Where to start. I joined BT from Sky around 2 months ago,due to my Mum having Infinity and her speeds being great. First,when the broadband is working,it's good,not great but good. My room and the kids room get very poor strength which wasn't a problem when I was with Sky. Now the big problem,the reliability of the connection. Despite having their latest Hub,the 5,my broadband drops around 10-15 times a day,which when your sons are gaming and your tv service is dependant on the internet,is a huge problem. So far,apart from being spoken to like a simpleton schoolboy,they've done nothing to address the issue. So after reading all these other terrible reviews I've decided to try Virgin. They can simply chase me for what they'll say I owe. I'm not paying for a service that is of a far below par quality.So after writing this I'll contact Virgin and see if they can offer a more reliable service. AVOID BT AT ALL COSTS!!!!!!!

I was charged £130 for a new line even though I had an active line .their customer service is a waste of time, they do not listen they talk like Robots. I am waiting for the end of my contract then I wiil leave BT and never consider them ever again.I will make sure none of my family or friends use them.

Once connection problems sorted out by engineers, great broadband and service.

The overall speed is poor at best (Around 6mbps if you trust the results of the test). However my biggest gripe is with their reliability of both the broadband service and their router hardware. The homehub 3 is a shocker. It basically loses connected devices, causes Resolving Host issues (constantly) and needs restarting more frquently than a Delorean. Then you try customer service and they want to sell you a new one...to replace the naff one they provided? Added to which, they want to send an engineer over who is basically there to find any reason he can to say it's not their fault and charge £80 for the pleasure of doing you over. Really bad. Really really bad.

I have been with BT for over 3 years. Went with them because they claim to have the most reliable internet connection. This is not the case. They have one of, if not the worst internet reliabity I have ever experienced. What annoys me more is the speed and the price. There lack of customer service to long standing existing customers is disgusting. I have rang them on numerous times to discuss this but they just fob you off and don't even seemed bothered. And now they have stooped to new low. We have decided to give another provider ago and since our new provider contacted BT to arrange swapping the line etc the internet as become even more slow. I am without doubt sure they have slowed my internet further has fingers up to me leaving them.
How can company the size of BT not be concerned with losing customers who are spending over £500 a year? If only I could run my business like that.
Anyway if I was you I would try another provider.

I don't leave reviews as a rule but have had enough of this terrible service,My broadband drops at least once a day(today it 's dropped 8 times)Customer service always want to send out an engineer when they have already done it (don't they know people can't keep having time off work)and found the problem is not in the house.BT did offer to compensate me for 2 days without internet .They offered a grand sum of 13p!!!All I can say is I'm going back to PlusNet ASAP

for three years this scum bag of a company has taken our money and failed to provide a service! Complained many times always told it was our fault eventually got to an agent who realised it wasn't our fault (a big deal with bt) and arranged a call back! Well that never happened. I'll give them until tomorrow if they don't I'll be calling asking to speak to a manager and if they can't help I'll be going to ofcom. For three years we've had broadband that is slow, unreliable and always drops out (our previous supplier never had these issues!) bt are a disgrace avoid at all costs

I've been with BT broadband paying for their best braodband option available Infinity 2. It's rubbish. The smartly advertised speed called UP TO ... explains it all. It's almost never there. Customer service is also a joke. And process of leaving BT too. It is also a pain in the "A". They will tray to charge you £30 just for leaving them even if you have served your full contract term. They will charge you for everything even for payment processing pretty much like Ryanair does. On the top of that I think that BT should be reported to the Watch Dog and Office of Fair Trading for dishonest advertising, They are advertising that their Infinity 2 broadband is a Fibre Optic Broadband which is not truth as its only HALF Fibre Optic Broadband!!! The only fibre optic cable there is the one that runs from local BT exchange box into your house but all cables running to that local BT exchange box are old copper cables. The only UK 100% Fibre Optic Braodband is from Virgin. BT? No thank you !

After agreeing that a BT engineer would install a new line and telephone box into my house as part of me joining BT. The BT engineer never turned up and I was emailed to say that my service was switched on via an old BT line I had years earlier used for business in my house. I contacted BT so they could correct their mistake. They denied all knowledge of the agreement, stated T&C about general installation and said that to move a box would cost me from £130 -£200 (the figure varied depending on which department I spoke with). Not one department could arrange for an engineer to correct their mistake. An engineer explained that as they were a different part of BT they couldn't correct faults of other parts of BT. In the end I was advised to try again tomorrow when maybe there might be someone who could take responsibility. Thankfully I'm still within my 14 day period. My advice don't trust them.

I've used more swear words since using BT moving house service, than ever before.
Just when you think they can't get any worse they suprise you.
They are very good at charging you for services you didn't have, or didn't want, then charge you again for cancelling them.

Terrible broadband, terrible customer service. Do not touch BT they are a disgrace.

Having been with another company for over 25 years I transferred to BT Broadband. Before doing so I asked and was told that I could ask, if it ever became necessary, to speak to someone whose first language was English - no need to say anymore about that (And I have no prejudices) it's just that I'm not a qualified English teacher! So after three different contracts I eventually got my equipment. BT admin is a total disaster. Things have been going along reasonably smoothly, apart from when they tried to blackmail me into signing up again for 12 months in order to get BT sport. But FINALLY - for some unknown reason I recently received my latest email bill from BT. When I tried to have a look at this - instead of the usual pages coming up I was informed that I would have to register with a new BT ID. Now my troubles really started. I spent 1 hour and 20 minutes trying to explain to a person whose first language was not English that I was quite content with the system that I had been using for the past 25 years i.e. Outlook Express. I asked to speak to the line manager but he was too busy so it was arranged that a person from the next level up would phone me to resolve my problem. This WAS done and the level 2 agent spent over 20 minutes with the system so that I would continue getting my email via Microsoft Outlook Express. Needless to say this hasn't happened. Now I can only get my email through the BT server, using a BT email system and already I am getting spam that I've avoided for over 20 years and, into the bargain, I'm also now getting BT ads for other companies that presumably pay BT for the privilege. BT ARE A CROWD OF MONEY MAKING GANGSTERS _ DON'T EVER SIGN UP TO THEM!!!!!!!

I live in Weston SubEdge Chipping Campden, a relatively affluent Cotswold Village where the clock has been retarded to Victorian times by BT.

The phone and broadband services, patchy at the best of times, have, since last Monday disappeared; with no update as to when they will be fixed. Local businesses, medical-service dependent pensioners and GCSE students can't access vital services. There has been no Black Friday or Cyber Monday in Weston SubEdge. Several hundred homes are affected.

I hear on the jungle drums that BT is unable to fix the problem until 20th December, almost a month without service.

Today they put BT line rental bills up.

Classic monopoly with rubbish customer service. How can we affect their NPS? Affecting their bonuses may be the only way to get them to listen.