BT Home Broadband Reviews

BT service is the worst ever experiences in my life. They messed up the order twice,i had to make several calls, and when you ask to talk with the managers the line drops... they took me money and they refund me back weeks later. They makes a lot of problems and mistakes and the foult is always of the customer. Broadband speed is not as expected and the service is always failing. I have to contact them at least twice a month to check. I will now move to sky they told me is much more reliable and customer service is able to manage queries.

I have always had my home internet services from BT and it's safe to say they have been unreliable at best.
I have never had any issues with customer service but actual broadband speeds are absolutely atrocious. The highest speeds I have ever received are 3mb/s and that is on an extremely good day.

Speeds are inconsistent and sluggish and something I have noticed happening regularly is the sudden dropout of all internet access at all times of day.

If you're interested in gaming then this is definitely not for you. LAG is the only word to describe it.

If you have access to BT Infinity then I'd maybe suggest going for that if you're still interested in choosing BT. But, if you live in the same area as me I would advise you avoid BT.

A quick note on landline prices. BT phone bills that come quarterly and don't include unlimited calls can become extortionate. The amount's my mother has had to pay are absolutely ridiculous and I have finally changed our provider so hopefully things will vastly improve.

Worst company to deal with ever. DO NOT TOUCH THEM!!! EE are much cheaper and more reliable and better customer service. BT has the WORST customer and saw online that they won the ''worst'' award of the year! Keep away!!!!

I would love to be able to comment on the speeds but nearly 4 months later I still don't have Bt Infinity... due to all the 'terrible weather' of late there has been many delays on pole work is all I seem to hear at the moment.There's delays and then there's outright neglect....4 months??? What other company could get away with this... oh and not a single mention of compensation for any of this, seems like they don't want to take any responsibility....Very fed up.

totally disgusted with BT. I am a new customer so you would have thought they would have got it right first time. 3 weeks and lots and lots of phone calls later to INDIA the problems are still not resolved. They lie, they put you off, they do not do what they say they will do, they charge you for a service that you do not get. Now in the realms of Taking BT for breach of contract. DO NOT USE THEM. YOU HAVE BEEN WARNED AND I HOP MANAGEMENT OF BT SEE THIS

Total money grabbing con-artists. When you sign up, they tell you everything is great over the phone, but they do not make you aware that there is literally NO 'cooling off period' after receiving the full terms. This means that if you agree to the sparse terms they explain over the phone, hang up and then disagree with the full terms & conditions which you can only read once they email them to you, you're stuffed. They also do not make you aware that the cancellation fees constitute HALF the line rental which is over SIXTY POUNDS and you have no choice but to pay it because they've tied you into something you didn't know the full terms & conditions for. I will be avoiding them like they have rabies from now on and I suggest you do the same.

Since upgrading to Infinity with Hub 5, my consistent historic data usage has jumped from just under 10GB per month to over 20GB. Have rung and complained so many times that their usage monitor (which my billing is based on) is inaccurate.

Technical Department advised me to download thinkbroadband monitor to my desktop and guess what? It proves my usage is no where near what BT are stating!

Now am locked in this on-going battle to be heard. Their excuse is that my home hub is faulty and that the wireless can be picked up outside the home due to security issues?

Checked all round my house - am on the WPA2 Personal and it is secure (with padlock symbol showing).

Technical Department asked me to change wireless key - did this - usage still escalating?

Technical Department sending a replacement hub? Not sure how that is going to affect the usage monitor which is clearly inaccurate.

BT are thieves - they are stealing from me as in the 2 months since upgrading they have said I have gone over my 20GB allowance. Strange as last month I was away for over 2 weeks and there was no usage whatsoever?!

Now at the stage where I will have to write to OFCOM and considering going public with this.

How can they get away with this?

BT call centre and support line in Bangalore is a joke, had to ring them to sort out a problem with my 90 year old father's switch to BT mail. They don't understand you and you can hardly understand them, my father would have had no chance! After 2 hours on the phone I was ready to sob with frustration at the constant repetition and lack of understanding. In the end they gave up and so did I . I found the answer to a fairly simple problem by searching Internet forums. This call centre is a disgrace avoid BT like the plague.

Been with BTyahoo mail for years and no problems.
Change to ne BT Mail is terrible.
System is slow , features only work occasionally, cant format emails easily or properly.
And then - you try and contact anyone at BT for help - they are totally useless.
If you want a package to send business emails on with some decent prompt back-up - DONT CHOSE BT

I have had problems with going over my limit on broadband, which is confusing as i am on unlimited as by bill clearly states, i have spoken to many people at BT which is hard when you do not get a english speaking person and those who try to speak english are awful to deal with, i have never been able to view a bill online due to a cock up made by BT when setting up my account and also have had my direct debit payment changed without any notification or warning via post or email to let me the CUSTOMER know. My recent dealing with BT was to set up a new deal and should ony be paying £45 a month but the last 3 bills are £73 £83 £96 . I only use the web for emails and searching the net. BT cannot give anyone a breakdown on there broadband other than you have gone over, no dates or times or even what you have been doing e.g. downloading, streaming. BT are by far the worst company of all time and as soon as my contract is near the end i will be going elsewhere. I think this will end up like the PPI where people were being ripped of and someone will eventually blow the whistle on BT and there practices. I turned my pc of and broadband at the router and have not used it for 3 weeks and guess what i still went over my limit, this just proves they are lying thieving scum.

I've been a BT customer for longer than I care to remember & have always had issues of one thing or another every year which take forever to get resolved. Most are concerning the "deals" they give me. They treat any loyal customer like something they wouldn't tread in, except if they think you're going to leave. WELL I AM THIS TIME! I understand the issues with my broadband speeds, I live in a rural location 4 miles from the exchange, but it doesn't excuse their attitude. I was going to say incompetence but actually they're very good at promising & not delivering whilst continually overcharging. My latest issue concerns my broadband deal which was due to run out in January but as I signed up for BT Sport their email said any broadband deal I was currently "enjoying" would be extended to the DNS of my years sport contract. Guess what, they started charging my an extra £5.70 a month so every month I had to call Calcutta to be assured a refund would be made & the overcharge wouldn't happen again. I got a refund of £3.86????? For some reason & the overcharge continues each month & I have to call again. I got a call today from someone over here to tell me the broadband deal didn't last till June when my sport contract ends & there was never such an extension to current deals! Imagine his shock when I offered to forward the original email as I still had it! Yet he still rabbited on about maybe I could ring their customer options number where someone could sort me out another deal. Total bunch of vvankers!

Changed over from Sky on 17th April. We have been watching BBC,ITV etc through the Sky box as we don`t as yet have an aeriel. Tuned in to watch football on Saturday 26th and found we had no channels. Only technical advice I got was that I need an aeriel for updates to be installed. After 54 minutes on the phone and explaining that the channels I wanted to view came through broadband and not the aerial, I was told I needed an aerial for the updates. So after 1 week I now have no tv channels. I am told that a manager will contact me in the next 5 days to try and resolve after I said I was cancelling and going back to Sky. Think very long and hard before changing to BT. If you threaten to leave them you speak to someone in this country. For so called technical advice you speak to someone thousnds of miles away. I spoke to 5 different people in 54 minutes.

I'm currently with BT and have nothing but problems with them, I'm on a upto 16mb unlimited anytime calls package even tho my line is only rated upto 8mb and for the last 3 months im only receiving 1mb at peak times so I complained to them that in itself was a horrible experience, I was told im on a congested exchange and they would see if anything can be done, nothing has been done and since Wednesday morning this week I've had no broadband at all from them, so I spoke with a BT mod and he said he cant do anything until 9th may when a new update will take place, so I said I want to cancel my account then and he flatly refused to agree to it so im kind of stuck now and find it unbelievable that this can happen with-in the British law system.

I understand that every area and exchange will differ in its output, but BT have spread themselves very thin and as a result there is a massive number of congested exchanges, so at peak times 6pm - 11pm and all weekends you will be in the slow lane.

They are not easy to contact and once you do get through to someone you can understand they are bordering on being rude and sarcastic.

If you try and be herd via their forums then forget it as they have that base covered also,
They move your post around in their forums to suit themselves and to hide your complaints with-in a web of old post.

They also use India call centres that will send you mad if you ever do have to phone them.

The worse thing I ever did was to let this cowboy company be my isp. all they provided me with was a headache and frustration.

I have been looking to change from BT to another provider as BT charges are very high, but after reading other reviews on other providers I will stay with BT. Never lost a connection, speed is very fast and found the customer service Dpt. (in India) very helpful, yes they did take the trouble to phone me back to see if all was O.K.

Absolutely appalling. Our speeds at best are 2mb - apparently. The reality is more like 1mb and add to this the fact that it is so unreliable. Much of the time the connection is so slow that it times out when trying to browse the web, at other time the signal drops completely and we get the "No internet connection" message. Multiple calls to BT on result in being made to go through the exact same scenarios of restarting the router, unplugging cables, etc etc. This in itself is irritating but when you reach the end of it and they say "well there is nothing wrong" it gets even more irritating. On three occasions we have had people try to connect to us remotely and found that they couldn't and yet STILL say there isn't an issue. On every occasion we use out BT landline for a call they have to phone back to the mobile because the quality is so bad that they can't hear us, and yet, STILL say there is no issue! We have asked times for an engineer only to be either flatly refused or told it will cost us £150. To cap it all off, each and every call you make, even if it is within the same hour, you have to start from the beginning with the process of going through their check list. I have suggested to people to read our notes before to see that this is a redundant request but they have flatly refused saying that they do not have time to read the previous notes! Then what is the point? really? I despair. Use BT at your peril.

I placed an order for BT phone and infinity as I decided to move back to them from Sky. I was told everything would be up and running on 14th April.

My phone has transferred over but nobody had the courtesy to tell me that there was a problem with the Infinity. I used their contact form to contact them with my order reference etc and got a reply saying it would take 10 days to reply to me. They then sent an actual reply saying I had to call another team as the digital team don't deal with orders. Why ask me to fill out a contact form then?

I phoned them and they say that the engineers can't fix the fault at the exchange until Friday as they don't have the part they need. BT don't have a spare part for their own exchange?? So the rest of the week without internet and they say that they cannot do it any sooner than Good Friday. I wonder if they actually will sort it out on a Bank Holiday. I'm furious with the lack of information on their order tracking system. If it says "delayed" then at least explain why, without having to call and wait on hold.

If your phone and internet works then do NOT move to BT. They are absolute jokers - and not the funny kind. I wish I had just stayed with Sky. BT are a total waste of time.

It was all great for about 3 1/2 years, and then we began to have problems. I believe this was in no small part to your "upgrade" of the BT Vision service. What a disaster! As well as BT Vision service developing problems, our Broadband service began to drop out frequently. Having requested a new BT Home Hub for weeks (as it was clear we have a Broadband problem for months) a nice sensible lady, Bandita, has at last agreed that we must have faulty a Home Hub (Version 2.0 from 2010), and is sending me a new one. Too late dear BT, I have signed with Sky having complained to you on numerous occasions about the Broadband service AND the BT Vision service, to no avail. Whilst BT, last week, upheld a complaint about the wrong advice I was given by BT over the telephone (BT complaints having listened to a record of a conversation I had with one of their "advisors"), BT refuse to make any offer of compensation. Well, dear BT, I guarantee you are going to either spend a great deal of time, and/or pay me at least £60, as I'm taking my complaint to your regulator. BT have failed to provide the service that I have paid for, and have failed to train their team of advisors sufficiently to deal effectively with issues from customers. I have spent many hours in total on the telephone to BT, politely trying to get you to do something. I would much rather have spent my time doing something more productive. BT - you should be ashamed of yourselves!! I'm glad to leaving you.

BT Infinity installed Dec 2013 & there is never a week that goes by we're we have no Broadband & to top it all for the last 2 days hourly breaks were the broadband has failed to work...BT then say we have to pay for an engineer to come out and check the sockets etc....What a joke ... Customer Services leave a lot to be desired!!! Now thinking of leaving BT.....

BT is the worst service I have ever used. Over the past 3 months we've been getting broadband speeds of a maximum of 10mbps and a minimum of 0.01mbps - both of which will occur in 5 minutes of each other. After spending many hours on the phone and going through the same useless and redundant 'restart the hub' process we finally got an engineer sent to us - who assured us there were "no problems" and was gone in 5 minutes. Their customer service is appalling with a woman even hanging up on us whilst we were mid-discussion - not to mention the people we couldn't understand as they're all based overseas. I would rather pay double the price we're currently paying and go with someone else rather than BT but as they're unwilling to cancel the contract we have with them it looks like we're going to suffer till next year.
My family and extended family have all been told of the issues we've been having and i can assure you that BT have lost customers for life because of it.

Thought i would put this here so nobody gets BT it is horribly slow