BT Home Broadband Reviews

Worst service ever and very deceitful....was told I could access my service anywhere in the world via their links to FON etc internationally. Having traveled to USA, Africa, Middle East and Europe I have never once been able to receive the service... I still have to rely on my 3G with Iphone which is very expensive....complete con...!!! Don't sign up with them..! I wont be renewing my contract.....ever again..! this brand is damaged beyond repair and will take several generations to regain consumer trust.

Fail to understand how a company this remote from it's customers, and expensive still exists. May as well be Bangalore Telecom, and why is it only when We've had enough and leave are they suddenly interested and the ability to deal with someone feigning empathy and caring comes in to the equation. Never again. Too expensive and too lacking in caring and customer service. Now we have left, somehow they say we have placed an order for 12 months telephone contrct, which we certainly did not. The explanation behind this when we contacted them made no sense and i'd question the legality, never mind the morality behind it. Never again, even leaving them is like getting rid of a bad smell that hangs around

Incredibly rude and unhelpful customer service, extra charges for services I was told would be free. Cannot express how much you would be better off with any other company. I joined them because i wanted broadband for my children s school work i also got land-line, they joined me with no problem but after the first month they got the bill and when they'd received the bill they suspended my broadband and land-line for 2 weeks, caused me so much trouble, id advised any one with children to never join BT because its a completely terrible service!

Customer service is abysmal. They signed me up for packages that I did not request THREE SEPARATE TIMES in twelve months. Contacting them is a nightmare so I presume they think most people will give up and accept the unasked-for charges. Their support staff seem to not care one jot. A deceitful firm in my experience.

Dont bother with infinity, the service is awful, the line drops all the time. In 6 months I have called the tech team over 30 times, had more than 10 engineers who fix the so called problem and 48 hours later the same problems occur. Slow wifi, dropped connection or no connection. Customer service is non existent, impossible to end contract even when service is no good. Please, i beg you, go with Virgin

Absolutely useless and unprofessional company.

I was moving into a property and needed broadband working as soon as possible due to work requirements, so I called over two weeks in advance to make sure everything would be set up in time.

Received a call from a bored sounding women two days AFTER the date I'd been assured to tell me the service would be ready in another ten days. When I tried to complain I got cut off.

Called back, got through to a bloke who obviously did not care in the slightest, and was informed my service was delayed because the previous tenant told them they couldn't stop the service yet. Why the previous tenant had a say on my service I still do not know.

Asked for broadband to be turned on the same day as the phone line, was told it's not possible. I work in networking, it's definitely possible and only takes a couple of minutes to do.

Said I would like to cancel my order due to the poor service and received a happy "ok". No apology for bad service, no compromise on delivery times to get me to stay, nothing.

Shockingly bad customer service from start to finish, false information provided, no form of reparation or compromise offered, all-round unpleasant to deal with.

Would like to comment on reliability and speed but have been waiting over 6 weeks for them to even get a phone line connected. Hope their broadband is quicker than their engineers. Getting through to customer services is a nightmare, kept on hold for ages before being answered, obviously on my mobile phone. Rubbish service!

Beware of BT. I live on my own and I have had no phone now for over two weeks. They text you with an appointment and then they do not turn up. The staff do not tell the truth to customers. My health has been affected by the way they have dealt with me. Sadly I have lost my mother unexpectedly and she was on a 24hour care system whilst I worked full time so that I knew she could get help if she needed it . Yes they will leave people without contact before they will fix the problem. Terrible firm to deal with even if you pay your bills by direct debit. Papers here I come with my story.

Originally swapped from a poor broadband service provided by Orange which was unreliable and slow. BT offered a 'professional service' with the home hub 3 which professed to not disconnect at every opportunity, sorry to say we are lucky to get 15 minutes of uninterrupted broadband over the day. Technical assistance from BT's 'technical' department MIGHT be good if English wasn't their second language, infuriating at best and equal to our previous unreliable and slow Orange service.
As a note the free BT sport isn't supported on our smart TV so had to pay to view the so called free package only to view Moto GP, if you're a sad viewer of overpaid footballers you'll be in your element, boring football and more football, another poor service.

Horrendous"service". No broadband for 2 weeks. Constant phone calls to try and get it sorted. Promises of "some one will call you back". Believe me - that never happens. Been on now for 3 days and told Im going to exceed my allowance. Worst decision I ever made to move to BT. DON'T BE TEMPTED. JUST DON'T DO IT!

BT ARE THE WORST COMPANY I HAVE EVER CAME ACROSS, They are robbers and don't care , I was sent a bill for one months rent of £98 pound within 3 days I got a reminder with a different quote this time for £158 pound, which I paid straight away without question, which I should not have paid, why was this amount put on top, ringing is no good to these people as its run by talking machines, well my contract is up 1st july and I can not wait, and I wont be paying another penny either, £158 pound for broadband and 19 calls on my phone, shocking, if everyone just didn't take their crap and left, they wouldn't be able to RIP people off, only indian call centers and no disrespect but if you are a bit deaf like me sometimes its hard to take in all they are saying ,I will NEVER in my life EVER be a customer of bt again one greedy rubbish company I am just sorry I paid £158 pound yest, after they got payment they restricted my broadband for almost 48 hours, my daughter had to ring several times and almost beg to get it turned back on again goodbye BT,good riddance robbing pensioners of all the money they have 19 calls and broadband £158 for I month.....

BT Broadband is amazingly bad. I used to be with Sky and never had any issues with my broadband, I wish I never changed. I can't stay connected to my broadband for longer than an hour at a time without it cutting out, the diagnostic tool is just there to waste your time asking you stupid questions and not resolving anything and the customer service is just dire. Each time I've complained they just send me another HUB, blaming the problem on that but it still persists. I've never been so frustrated, I'm stuck in a contract with them but as soon as it ends I will be going straight back to Sky. Please don't get your broadband from BT unless you want to be paying for something you will only receive temporarily.

Setup was a nightmare. Utterly horrid. I have never been so stressed before in my life. Despite giving all advanced warning installation only started 2 days after at which point we were informed (after being on the phone for over 2 hours and being transferred to and from 3 different call centres), from the technical support suggesting that I go out and purchase an old fashioned telephone to test the line from my socket to their exchange.
They couldn't make it any faster and it was totally stressful especially with my wife needing internet to study from home in the middle of moving house.
We also had this idiotic broadband talk which was never properly explained to us and seemed to half work and which I asked to be turned off - with the lack of paper bills it was only recently that I noticed that this was *still* being charged for despite my request.
However, speed is good. 18meg/20 consistently, occasionally connection cuts out requiring a hub restart which is a bit annoying. It's fine now, after setup, but the whole process reflects poorly on their customer service. My wife hates the random cut-outs and wants to switch to virgin but their customer support isn't much better.

I thought my case was bad and made me angry. Having read most of the comments here, I was kind of the 'lucky' one. I am so far, happy enough with the technical side of the services. The area that I am not happy about is when contacting the customer services. There was no help in anyway, basically they just want to say "this is it, take it or leave it". As an existing customer for almost 30 years, I thought I was loyal, I have never asked for anything eg discount, I pay my bills on time every quarter all these years. But when I decided to upgrade our broadband to infinity 2 (not having it install yet) I will be paying more than a new "valuable" customer, no discounted few months offer etc. I was on the phone to BT to sort out some internet problems to start, and was decided to have it upgraded after a long chat with the engineer, I complaint about not being told of some of their offers which I could have had (this was when I realised afterwards) and I was told, as BT personnel, they do not need to tell customer, it is up to us to shop around....bla...bla...bla.

I have been in touch with two officers, this is what they say in the end "if you are not happy, you can cancel your order"!

Nightmare talking to them!

But thanks for the comments, I will look at the bill more carefully.

I signed up for broadband and calls just over a month ago when i was drawn to the attractive offer of half price broadband for 6 months. Not knowing what my usual usage would be i took the minimum package with 10GB usage per month at £5 per month and then £10 per month after 6 months. I went over the usage in my first month and have already exceeded this months usage. So it is clear to me that i am on the wrong package and should have taken out the unlimited package, also on offer at half price for 6 months. When i have tried to move to the correct package i have been told that i would then pay the full monthly costs of 16.99 and not receive any discount. the discount that persuaded me to join up in the first place. This is because i am not a new customer, even though i have only been a customer for just over a month! I feel I have been tempted into a good deal and then had that deal taken away from me straight away. I am not locked into a 18 month contract feeling disgruntled that i have been mislead. Why they couldn't just let me move to the unlimited package with the half price for 6 months offer i don't know?! It's total BS. I will not be continuing with there service after my contract has run out.

I used to have Virgin Media (not my choice but landlords) and oh my god was that the worst. Not only is the speed god aweful but the reliability is a joke.
Switched to BT and i've had fast internet with very little downtime. Best thing is there is no fair-use policy like you do with virgin so I don't get throttled when I need to download something from steam.

I was with talk talk for the last few years. Recently my broadband speeds were down to 0.5 in the evenings making watching youtube or anything impossible. I spent hours on the phone to their help line and had an engineer out who said there was no problem with the line.
I decided to move to bt although the reviews online made me wary. I had good reports from friends who are using bt broadband. I took the plunge and ordered bt unlimited broadband with evening and weekend calls. I received my hub 2 days before connection date. And on the day of connection I was struggling on with my old talk talk connection at a speed of 1.5 and received a text from bt to say my bt broadband was ready to use. I unplugged my old router and plugged in my new bt hub. Took just a couple of minutes including taking it out of the box. The router took a couple of minuted untill the light turned solid blue and typed in the wireless key and password into my ipad and was online. Less than 5 minutes and it was surfing at a speed of 6.5 I have only had it for a week but the speed has remained above 5 in the evenings and during the day. So far very happy but I will write another review if there are any problems at a later date. I still think that getting reviews from friends and neighbours in the local area is far better than online reviews.

I joined BT on 14/02/14, I have broadband but no land line, over 4 days I am having a hellish time, it is absolute torture, customer service is an incompetent one and have no clue and gives no help whatsoever.
do not join, do not join BT you will regret.

Shocked by BT's customer service/tactics when it came to leaving. First BT operator said they would send out MAC code in post and should arrive 5-10 days. After 2 weeks called again and I was assured MAC code was in the post. Called again after a further week and third operator left me on hold for 18mins only to tell me they would call me back - they never did. Called again to be told that MAC code could in fact be given out over the phone - not impressed. BT = expensive + dreadful customer service. Hopefully EE will be better - they are certainly more price competitive.

I renewed contract with bt and as the old router was providing never-ending disconnection problem, they sent a new router but the new router was even worse than the old one that the Internet gets disconnected every five secs. I called bt and the tech guys have been doing never ending testing but would never call me back. I had to call back every single time, they promised to call back for four times but never happened. After never ending arguing with hopeless customer option team as well as tech guys for entire three days, I ended up going barking mad at them, and they finally proposed to send a new router. They are just absolutely irresponsible, useless and hopeless in helping or sorting problems out!!!!!!!!! Just can't wait till the contract ends. And no wonder why people complain so much about bt.