BT Home Broadband Reviews

Broadband speed is awful

If it works, then it's fine but have had 15 weeks without service this year (so far). Most of that was due to a phone line that was broken between two posts. At the moment, the broadband comes and goes. When it's gone, BT start by asking what I've changed - or implying fault in my wiring. Miraculously, without my doing anything in the house, broadband comes back on. Failures usually coincide with work at the local phone exchange; where one genius cut the line to our property, because 'He thought it was unused. They need some technical help.

2 months ago I've moved in, started with a normal DSL pack after a month I saw that it was very slow so I upgraded to BT Infinity 1, the speed tests continue with the same download speed and upload speed,
4 days ago, there was an planned outage in my area to "upgrade" the speed of my connection, so I've called BT since I had no internet since the morning, they said there was a planned outage until the next morning, 2 days passed and still no internet, called BT there is still a planned outage going on.... next day called again, for my surprise the planned outage was over and I had no internet so after 30min they opened a case to escalate to the 2nd line team, witch called in the morning so was fast, the guy called me (today) to check if there was still no internet, which I confirmed, after 5 minutes he calls me back saying that there is a problem and they need to send an engineer, next available date 10 November, so, after 4 days with no internet because of a 'planned outage' I still have to wait more 10 days for an engineer... to come and check my house.. which was good before the planned outages, me as a new customer I'm really disappointed with this type of service, expertise and customer service, as soon as possible I will definitely change to another provider.

What BT don't realise is the younger generation growing up with mobile technology. In 20 years tops they will all be out of a job, hopefully, because they will not want landlines. With mobile companies giving 10gb of data, they won't want bt crap or the crap they spurt out at you.
I hope I'm still here so l can laugh at them like they laughed at me when l took my contract out.
1 mile away they have 35mb yet l still paid the same price for 100kb if l was lucky. BT are just con men who should be reimbursing people who can't get what the bt site says. According to bt website today 1st November 2014 l should get between 1 and 3.5mb. Total bollocks. Lying 2 faced shots. STROLL ON THE DEMISE OF BT.

I would like to know what idiot decided that the new BTmail should time out in 15 minutes. I am the CIO of one of the largest companies on earth that use BT. We have decided to drop them they will find that out in less than a week.

Keep clear of BT! I was with them years ago and their customer service was so poor I left for Sky. A couple of years ago I decided to give them another go. The speed and reliability was dodgy to say the least, so it wasn't really worth watching anything on TV so I decided to go back to Sky. I tried to cancel everything, but they only did one thing at a time so I have to phone separately to cancel TV, then Landline and Calls, then Broadband, then BT Sport. It was absolutely ridiculous and time consuming. Then after a month they tried billing me again, so I had to phone twice to get it sorted, which I was promised it now was. Then a month later I was billed again, so I phoned again and was promised it was again sorted. Then a month later, after cancelling my Direct Debit, they billed me again and tried to charge me a fee for not paying. Finally after 3 months and NINE phone calls, it appears that they have finally stopped stealing from me and attempting to charge me for a service that I don't have.

I always give companies two chances and if they screw them both up I will never return and try my hardest to make all my friends and family never use them again. BT has now joined British Gas on the "never use again" list!

worst customer service I have ever experienced, it takes around 5 attempts just to try and speak to a human being then they don't care or act on what you ask for

Like most providers they sell you a package that quotes an "up to" speed. I was sold speed "up to 17Mb/s", what I have got is maximum of less than 8Mb/s and a minimum speed that is so slow it will not even load the speed test!!!!!

I've been a BT customer for a while now, probably around two years, and I would definitely NOT recommend them to friends and family. Over the two years that I have been with BT I've had a number of problems with both internet speed, connectivity and rude staff.

When I first got BT installed I had no problems at all. Then, after about a month, my internet speed plummeted and was barely usable. On one occasion it took 52 hours to download a 20GB file for a PS3 game that I was trying to play. On many other occasions I was left in a mess when my internet connection was so bad I could not even submit essays for University.

When I first moved house, I was told that my BT services would be transferred and available to use by a particular date. On this date, I waited until 10pm for my phoneline to be connected but did not have a broadband connection. I waited until the following day, thinking maybe there was some kind of delay. Three days later, I still had no broadband connection so made a phonecall to see what was happening. At first I was told that I did not have a broadband deal associated with my account. I told the operator that there must have been some kind of mistake, explained the situation and was told it would be dealt with within 48 hours.

After 48 hours I still had no broadband and was relying on mobile internet (in a VERY poor coverage area) to send/receive emails. I contacted BT again and was told that there was no record of my broadband service. I explained the situation and, again, was promised action within 48 hours. ANOTHER 48 hours passed and no broadband connection appeared. I rang to complain again and ask what was happening, this time to be told that when I changed address I had removed the broadband option from my account. This was NOT the case, why would I get rid of my broadband? At this point I was told that a BT operative would look into the matter and get back to me.

When I received a phonecall the following day, I was told that my broadband service was still active at my old address and had not been moved to the new address with my phoneline. I was confused and angry at this point and demanded something be done. I was told that the only course of action was to place a new broadband order which could take up to 14 days to put into place. I had no choice but to accept and waited for my order. Due to an unknown problem, it took 21 days for my connection to be installed and, once it was installed, it did not work. I had no broadband connection at all. During one of these phonecalls, after being on hold for 18 minutes, I was talking to an adviser when she put the phone down for no reason and I was forced to ring back and wait in a queue for a further 25 minutes.

I made over 20 phonecalls to BT to get this sorted and, after nearly another week, my broadband connection was working. For the next few months I had a slow internet connection, sometimes slower than dial-up, and was told by friends and family that they could not get through to my landline number at times.

Eight months later, I moved house again. I was told that my broadband and phone service could be transferred to the new address without a problem. However, after going through the process, I was given an engineering appointment that was two weeks after I moved in. Realising there was nothing I could do about this, I waited for the appointment. I then received an e-mail stating that it was going to cost £130 on top of my normal bill to get my services transferred to the new address. This brought my bill for that month up to £210. Another obvious problem here was the cost of my bill before service charges. For the last year I have not received a BT bill for an amount less than £60 when it should only be £40. I've questioned this and was told it was because of my phone usage. I should get free evening and weekend calls but, as I can see clearly on my bill, I have been charged many times for evening calls. Sometimes up to £3 per call.

Now, after nearly a month of living at my new address I have found that the slow broadband problem has followed me! Some days I get a solid 19MB connection, other days I'm lucky if I get a 1MB connection. For the past three days I have noticed my broadband connection has been particularly slow. So slow, in fact, that it takes roughly 20 seconds for a website to load and I have to let youtube videos buffer for 5-10 minutes before I can play them.

Overall, BT have been a totally useless, terrible Internet Service Provider with bad customer service. The only reason I am still with them is because every time you move address your contract is automatically renewed for 12 months. As soon as my contract has ended I will be looking for a new ISP and warning everyone I know to avoid BT in the future.

Worse company to ever have any service from. had to check my bill monthly as I was being over charged. Customer service was awful. Would not recommend anyone to choose BT.

broadband stopped working, took 2 months and lots of wasted time to get an engineer out, despite them admitting it was their fault. Having fixed it they then, without notifying, added £130 charge on to next bill for line improvements. They did remove it once I wasted more time going through their awful contact system. But whole process felt like corporate sharp practice and that they had put an awful lot of time into trying to design a system so they don't provide customer service if at all possible

BT is great. I keep finding my self coming back to BT over and over again. The Indian call centres are lousy however, the actual internet service they provide is absolutely top notch and I have never had my connection go offline EVER. The English call centers however, are good (if you every manage to get through to them).

Internet keeps going down! Terrible service! Needs to he sorted else leaving it and don't advise Any of you to go with BT!

I had been a customer of BT for a few years. Last year I suffered the slowest possible speed of any broadband ever. I contacted BT on numerous times and asked for a partial refund which they politely refused. Eventually they sent out an engineer to solve the problem so once my speed improved I decided to stay with them for another year and give them benefit of my doubt. Well from bad to absolutely awful ! Early September this year I decided to leave this so called organisation! I cancelled and got a MAC code to give to my new provider only to discover 1 month on BT are still charging me for something I do not receive. Despite numerous calls this continues so the ombudsman it is.BT have given me the worst customer service I have ever received and they blame this on my new provider apparently they never informed BT. Utter crap. BT I'd give you a zero if it were possible

Bad customer service - I have been tied into contracts with them for the last 4 years due to house moves and them renewing my contract every time I move. At one point they wrote to me asking if they minded if they cancelled my contract because someone else wanted to use the same number as me and when I called them and said I was happy for them to cancel the contract they then threatened to charge me a penalty of hundreds of pounds because cancellation of the contract would be 'my fault'! I am now desperate to leave them and literally halve my bills for broadband and phone and they won't give me a MAC code to move my broadband. Even requesting a MAC code from them takes ages as they are aggressive when you ask for it and you have to keep repeating "please give me a MAC code" for 20 minutes before they will even put in the request. I am three days away from reporting them to OfCom. I will never use BT again.

absolute rip off! terrible broadband speed . I phoned and asked bt to not renew my contract but have been told that I did not say cancel the service so now have to pay for 30 days. I'll never use this bunch of thieves again...

Very poor customer service from day 1. Broadband very slow and dropped connection every day so needed to be reset.

TV recordings always missed off the end of shows which resulted in not being able to record anything properly.

I exited the contract early and took the additional cost of this to switch back to sky and after 8 calls to try and send the equipment back I ended up being charged for this. Had a rude lady on the last call tell me the charge was right even though it had been agreed I would return the equipment. Ended up paying the additional £65 rather than speak to them again.

BT offer a terrible service at a high price. Since starting a subscription with BT we have had to call customer services at least once a month. 8 months on and we are still experiencing problems with an intermittent broadband. Frustrated by calling the customer services, put on hold for over 30 minutes at a time, and constantly 'fobbed off' by an advisor. We are still waiting to receive an answer. We are now tied into a contract for 18months which is disgusting, as BT have not provided a service which they promise. In addition, we have no HD channels or a free BT Sport which was included as part of the package. Avoid this company at all cost.

Utterly useless service. My line speed went down from about 6.5mb/s to 1.6 mb/s. After a few days of this not improving, I reported the problem and was told that BT only promissed me better than 1 mb/s and so were not even allowed to make a note of my issue. Switching to Talktalk. Oh and usual problems with indian support staff whose english is abysmal.

Changed to this 5 months ago when engineer unpacked vision box their was no controller he fixed me up with one that seems to work but not the same as instruction book first thing book tells you is read before setting up the instructions will not work with this controller contacted Bt many times three controllers later none the same as book Bt send instructions a number of times does not suite remotes that I have instructions not book but Google downloads some with print so small and such but print out impossible to read so still cannot use box to what is its full potential perhaps I should not be surprised at there attitude as it took EIGHT years at previous address to get them to send my bills to me not the local builder STAY AWAY FROM BT anybody will give a better service than this