BT Home Broadband Reviews

Had issues from the start with BT. I was in a situation where I had to call to set up my account. They took down multiple details incorrectly. They informed me I would receive a welcome pack and over two weeks later I haven't received anything.

I eventually had to call to get access to my online account with BT. This took over an hour due to multiple issues. For example, no one was able to provide my landline phone number (which I don't use or want), the reason they said was for security purposes. I confirmed all my security questions and was still unable to get this detail until almost an hour into the call. I had to speak to 3 different people altogether and 2 were very rude while the first person I spoke to was polite. So hit and miss on the customer service.

Next comes the broadband speed check. I have had broadband for just over 2 weeks. I pay for 74MB/s fibre. Every test I did came in between 20MB/s and 52MB/s download speed. I reset my router and tried again multiple times. I then, after getting access to my account online ran a BT speed test (a few of them), it always came in at 74MB/s. So what I have now come to the conclusion is a fake test as even a wired connection to the router never got above 52MB/s.

The biggest joke is the actual broadband products they provide. They only guarantee a speed at less than half of what you pay for. In my opinion, this 74MB/s package should therefore be advertised as a 34MB/s package. With fibre, you would expect a consistent faster speed than a standard package. Unfortunately, I am stuck with BT for now, previously I was with Virgin at 100MB/s with no real issues for over 8 years (speed tests were much more consistent, sometimes exceeding what I was paying for). As soon as Virgin becomes available in my area I will be changing suppliers back to Virgin.

Overall, bad router, bad broadband package, wrong advertising on their products, hit and miss with customer service, bad website, fake BT speed test. Broadband hasn't cut out hence the 2 stars on reliablity but it is slowly getting worse before having to reset the router each time.

BT have consistently failed to deliver acceptable standards of customer service.
1. Competitive contract prices. Had to negotiate new contract prices down to new customer levels over the course of 1 hour. They then included at their own decision anti-virus software at the cost of £8 per month. This had to be removed at my request. It was not mentioned that it was included as an add on. A complaint was raised.
2. Cancelled my contract on the incorrect date. When moving home I informed BT I was leaving my current property and when the contract should end. They cancelled it on an incorrect date leaving me without home broadband for 2.5 weeks. Offering a 4g mini hub as an apology which has been poor. Several complaints were raised.
3. Attempting to charge for a homehub. When leaving BT, BT will provide a package so that you can return the homehub to them or face a fee of £43. This was not received before the move and BT have attempted to charge for this. A complaint was raised.

I would never use BT again. I would never recommend BT to friends or family and would in fact actively discourage people from using their services.

I've been with BT for over 5 years now, and to be honest, I've had absolutely no issues at all. I'm in a new build property, so that probably helps - all the phone line plumbing etc is new. So I can't really comment on customer service as I've had zero reason to get in touch with them, other than to upgrade from standard ADSL to Infinity 2 a few years ago. The standard BT hubs are not, in my opinion, particularly great, so I ditched mine ages ago and use a good quality unit purchased separately. I have found speed to be consistently good - better than advertised. The only issue is price - it has crept up somewhat during my contract, so I've knocked customer service down to 4 stars as I don't like the practice of hiking prices for existing customers, although BT aren't the only offenders here. Overall, good reliable service but not especially competitive on price, so I'm looking around for alternatives now..

Doesn’t even deserve one star!!!
Doesn’t even deserve one star! So I signed up for BT on the 6th of January didn’t hear anything from Bt after so I had to get back in touch and order again on the 25th of January. My hub arrived pretty quickly to be fair but this was literally the only quick and efficient part. Opened the box and half of the connections were missing, there was no adsl filter or grey connection cable. So I waited for a couple of days and still herd nothing from BT so I made a call to find out when I would be connected. They told me I would go live on the 5th of February, this date came and went so I had to contact BT again, they then said I would be live on the 12th of feb, which was fine. The 12th came and still no connection, so of course I called BT again, they told me they needed to get an engineer out and that one would come on the 15th, yes you know what’s coming next, still no broadband or engineer.
I had to make yet another call to Bt to then be told that an engineer would be out to get the connection up and running etc on the 4th of March and I would be live between the 4th-6th, yet again still no connection so I had to make another phone call yet again today! To my frustration I was told the same bull and that they would speak to the connections team so I was told she would one be a few short moments.....55mins I was on hold for to then be cut off. So yes at this point I’m done, someone was good enough to call me back and apologise for the loss of connection and said they just needed to go through some security questions with me before he could look into it, I stopped him at this point and told him to cancel my order, he said again he was sorry on behalf of Bt and will get this sorted rite away, I said cancel my order and have gone with a different provider now, sky promise I will be live on the 16th of March. Music to my ears, my children mite finally be able to connect to the internet and do their schoolwork log onto google classroom and try and somewhat catch up with the work they have not been able to do thanks to BT.

I know I have gone on a little but I am so frustrated and angry with the customer service and the whole service of Bt infact, to keep getting told and promised that we would be connected after two months is a bloody joke, and yes I know circumstances are difficult for us all at the moment because of Covid so why keep moving the goalpost and postponing connection for me and lie everytime I called. Appalling!

I will never ever go with Bt again after this experience, I will avoid at ALL costs, certainly will not be recommending BT to anyone ever.

Also when you call customer services expect to be on the phone for atleast two hours, you will spend around 110mins listening to music on hold while they go and make a cup of tea and eat cake, to pop on the phone for about a min to tell you it will be connected at such and such a date then hang up, and guess what......you don’t get connected.

Very unhappy customer and angry

DO NOT GO WITH BT
FASTER MEANS NOTHING IF IT NEVER WORKS.

16 months ago i made the mistake of paying a premium for BT direct to premises fibre.
After disconnecting my previous provider, i was then told by the engineer that they could then not connect me to the BT fibre as there wasn't any on my street, despite being sold that package.

I was finally connected six weeks later, during which time i had no internet.

Since then, my fibre has been cut, literally, four times by Openreach engineers each time they connect another house on my street.

Apparently, my fibre is at the top of the box and every time somebody new on the street gets fibre, mine gets broken when they open the box. Why this is the case is beyond me or any of the engineers who have been out to "fix" it. The problem is still occurring.

My fibre went out yet again yesterday, (for the third time during lock down, whilst I'm trying to home school three kids and work from home) so i went down to the exchange where i knew i would find an engineer, who told me that through he'd broken it, he couldn't fix it. So far, both the engineer that broke it and the one that came out to fix it, have failed to fix it.

The dongle that i have previously been sent does not work in my house as i get no signal.

Having spent three hours on the phone to 12 different people at BT over the last two days, i have been told that they won't activate my copper line temporarily whilst they fix the fibre (usually takes at least two weeks). I just have to do without internet whilst working from home and home schooling.

I pay over £50 a month for this privilege.

I genuinely wish i'd just stayed on regular broadband.

I'm not going to call again. I give up. You win.

We had a really bad experience. We swapped to BT as our previous provider was slow and erratic. Imagine our surprise when we found that BT was the same.

Worse still, we had asked to keep our phone number and had been promised that this would be done. On the day our broadband was switched BT disconnected our phone line as “we had not requested one”.

Who, in this day and age, lives without a main home phone. Not only that but we have lost the phone number we have held for over 35 years. No one wants to help us get it back.

So angry!

No grounds for complaint at all. Fibre speeds are good (and consistent), reliability is excellent, and the BT Smart Hub is great.. Providing that you negotiate seriously at renewal time, the price stays competitive and removes any need to switch.

Pitiful, never had more than 8Mb broadband on a good day, now down to 1.04Mb download and 0.05Mb upload speed.

Incredibly angry about BT's service. Switched from Sky because of promise of fire optic which after 2 weeks was told wasn't available. Then a long string of problems. No managers ringing back when promised. Then even the standard copper broadband order didn't go through because of a problem. Endless problems and terrible customer service.

Don't waste your time with BT, go to sky or whoever else.

Speeds are very bad 3.83 mb

got talked into switching to bt business broad band constant dropping off of signal nightmare trying to get through to talk about it passed from pillar to post bt even make it hard to find out how much it will cost to buy out of contract i will never ever use bt again after this

When I signed my BT landline plus broadband contract, I was informed it is going to be a 12-month contract. One month before the contract ends, I phoned customer service to give the 30 days notice. I was told that my contract has magically extended. I have to pay £140++ worth of cancellation fee. This is all be cause BT sneakily advertised the landline service to be mis-matched with the broadband, so that we customers will be tricked to pay for the broadband for 18 months. I am a student who are financially affected by the pandemics. I demand my service to be cancelled free of charge.

Moving over from Sky fibre broadband to BT FULL FIBRE BROADBAND would be easy I thought, as I was promised minimal disruption. Instead, BT have left me with no internet connection and no phone line for almost a week (and still counting). My wife and I can’t work from home (I am vulnerable), kids can’t be homeschooled, parents can’t call us. Add to that we can’t access our Netflix or Amazon accounts. This is most likely the WORST CUSTOMER EXPERIENCE of my life. I have had to buy a mobile Wi-fi dongle and data card at nearly £100 to give me something in the interim. Gave one stars only because the system didn’t allow me to leave zero. Can I go back to Sky...?

we changed from postoffice to BT and the difference is amazing love the design of the BT router within an hour our internet was transformed fast clear phone line 10/10 thankyou BT recommended people

Moved house, requested a change. On the day there was no connection. 10 days later, still no connection. Awful customer service, lie after lie to get me off the phone and no clarification on when we'll be connected. Decided to look elsewhere and cancel our subscription immediately

I've been a BT customer since I moved from Sky 8 years ago. Moved the service to the new house 2.5 years ago with some problems with the new set up. Since then I have 74mb up and 18 ddown 24 hurs a day EVERY day. I am now moving to the FTTP 300 mb option and have had the xternal work done (cable from the cabinet 30 yards away) and I'm now waiting for the internal connection, delayed due to the epidemic. I have always found the broadband rock steady and at the speed advertised. I do not use the BT router/wireless hardware as it is far too restricting in how you can set it up (30 years in the IT) industry. No company is perfect but I am a happy bunny with them and would not change suppliers.

business broadband is absolute crap. There has been no full week of optimal performance, either constant dropped connections or just download speed below an acceptable level.
BT is absolute crap for the level of national infrastructure they have unfettered access to.

I will not recommend the business plan to anyone nor the regular plan as I've used both.

Customer service is good as there the poor guys always try to help but from a LEAN perspective, organizations that invest so much in customer service to deal with errors have done a very bad job in giving a good service.

BT is the worst provider i have been with. Sky was more reliable and they use they BT line.... go figure??!!. Customer service is the only positive they have in my thoughts. As soon as virgin media is in the street I will be changing provider. I would not recommend BT services.

I despair at BT nowadays. For the past 2 months, over 20 phone calls to them and several hours on the phone I still have 2 landlines. Is it too much to ask just to transfer the broadband to the other line and then close the first line? Every BT advisor has a different opinion of how to do this. Their complaints procedure is not fit for purpose and they never call me back. Usually half an hour wait to talk to them then constantly transferred. Its time the Government looked at their infrastructure monopoly in the countryside.

Dreadful speeds for most of the day, never more than 10mps, and drops right off at 5pm to less than 2mps despite paying for a minimum 16mps. Complaint lodged with them.