BT Home Broadband Reviews

Luckily my 18 month contract for 'Superfast' broadband is drawing to a close and I cannot wait to change. It may be Superfast somewhere, but certainly not anywhere near my router. There is a reason that you get 'Free' BT hotspot access with your package; the broadband in your home only works about a 3rd of the time so you'l, spend the other time connected to this hourly service. Oh, plus it isn't free when you compare the p[rice of BT to other providers.
Since pretty much after the line had stabilised I have had connectivity issues that have warranted engineer visits, numerous router replacements and constant resetting of the router and checks of the line. Regarding the router, I have no problem picking up my neighbours WIFI or even BT Fon, but can my devices ever find my own router? Of course not.

Trying to get hold of BT to discuss any issue is also an issue in itself. If you can navigate the web page and actually find their contact details they would far rather fob you off into their 'community' than talk to you in person. The fact that there exists a community of disaffected customers in the first place says it all, really.

Price wise, far, far too expensive for what you receive. Do yourself a massive favour and look elsewhere. I will not make the mistake of utilising BT again.

DO NOT SIGN ANY CONTRACT WITH BT! Sorry for the capital letters but I really cant emphasize this enough. I signed an 18-month contract with BT. The broadband speeds were incredibly slow (less than 1mbps) to the point where I couldn't event open emails. BT were unable to fix the problem but flatly refused to free me from my contract. I consequently had to get my broadband from another provider (Hyperoptic) while continuing to pay BT every month for their useless internet...so two monthly broadband bills! The BT staff are extremely unpleasant too. Since their service is so poor I suspect they are unable to retain customers based on quality, so instead focus on making leaving contracts as difficult and time-consuming as possible. Their website is a perfect example of this. Avoid at all costs!

Everything they do is with the purpose of taking your money off you for a product you aren’t getting and they know they can’t provide. Guaranteed speeds, with £20 back if they don’t meet your minimum, actually means; they don’t monitor your speed at all and the ‘speed test’ app they provide to check it yourself, will tell you your speed is ‘as expected’, when it’s less than a 3rd of what you’re paying for. You’ll get £20 if they can’t fix your speed in 3 months and charge you £50 per month while you wait. Wow, awesome deal BT. I think the misinformation on the speed app is fraud, so I’ve reported them to Ofcom. One final warning before you make the same mistake I did. They make it as difficult as possible to complain. You can only complain by phone and each time you ring, it’s like it’s the 1st call you’ve made. I’m waiting for a manager to call me back. I’ve no confidence at all that they ever will. Apparently the call back was ‘guaranteed’ to be within 2 hours. I’ve since called back and been told I’m in a long queue and they can’t give me any idea when I’ll get the call. I feel like they’re stealing from me and I’m contractually obliged to accept it. THIS IS A TRULY DISGUSTING COMPANY. I’ve actually registered on Twitter with the sole purpose of warning off as many people as possible. Think I’ll start with #boycottBT

When it works (90% of the time) it's brilliant. When it does not, then customer support is a nightmare - press this, press that, hold ................ AND it's not cheap !
Had to apply for the credit twice when BT Sport went off line due to COVID-19.

Terrible company.
Had an issue with my broadband which took over a month for BT to fix. Made a complaint and was promised on 7 occasions that a case manager would contact me... None of which were fulfilled. 3 months of chasing them and they eventually came up with a compensation offer far lower than what thier advisors had assured me I would receive for the time with poor Internet connection.
Very little care for thier customers, often increasing monthly fees mid contract

Absolutely useless company, been with bt for years but not anymore, I phoned to report my broadband kept dropping out and was below 1mb, Was told i needed the full fibre package and that would sort it out, Nothing changed only the size of the bill considerably increased, Since then they have come every few weeks to try and sort it including digging a trench through my lawn, All of which made no difference, All the engineers admit i am paying to much for a low service, But when you call the customer service department they seem to think the service is okay, No other provider can give me any better connection but they are a lot cheaper, So much for customer loyalty.

BT should be avoid at any cost from any one. Probably because the COV19 make them loose money they drop to less than 1GB my connection for the las tree weeks. I phone on BT so the man on the other side of the line say that :tomorrow morning we will send a technician" and bla bla and then he change his mind and say we will send a technician in 11 days. Pedants, arrogants?? Avoid BT. That company make a realy bad name to Britain and they should be force to use a different name like "The queens of the faults and the twenty arrogants".

Worst Internet provider by far in the UK.

Avoid

It is unbelievably slow, inconsistent and if you don't reset the router every 12 hours it doesn't work at all I have never been able to play my games without experiencing lag. Customer service is very poor sending you to someone who tells you to do what you've already tried and know doesn't work. Fix your connection problems,it isn't difficult

I have infinity two with unlimited calls. Great speeds. Only had a problem once which was due to a day when we had constant power cuts. Person on the phone was great and all it needed was a reset. My only complaint is the price at £71 a month while other providers are a lot cheaper. I have looked at their reviews and they are much the same as the bad reviews here and a lot of the complaints are about speeds dropping. Do I take a chance and go for the cheaper provider that’s y dilemma.

Abysmal. Over the three years I've been stuck with this cowboy outfit I have been plagued with problems. Slow speeds, constant disconnections, price rises mid-contract, engineers not bothering to turn up, a thousand and one, carbon-copy answers which solve nothing.

Incentive gifts never turn up, mobile signal is the weakest I have ever experienced, the list goes on.

It even took them a whole year to get my name right on the contract!

I wish Virgin served my area by BT have the monopoly!

Avoid at all costs!

I cannot believe with every effort to pay the bill during this difficult time, you stopped my account even when I paid sat up a direct debit. Just for getting 7.5 plus charges to reopen the account? So horrible

Absolutely disgusted with the service I have received from BT for past year I have had a fault where the Broadband drops intermittently, called them out Engineers are not interested in getting the fault fixed just keep telling me its an internal fault, eventually they tracked the fault to being external and still having big issues they say its fixed week later same issues never interested take days to come out and by this time your business will be finished.

You think I am joking please try BT

Utterly abysmal! Constant disconections, never deliver incentive gifts. Took them a whole year to even get my name right on my account! Prices rise mid-contract, engineers don't turn up, a thousand and one excuses and the poorest service I have ever come across. Moved elsewhere as soon as I could! Disgraceful customer service.

Have been with BT for a long time. Never had any problems. Re ently upgraded to fibre (FREE) and all is excellent.

We have a complete package:-
Broadband
Telephone
Two Mobiles
TV
Backup WIFI hub.
Service calls free.
We only have to deal with one contact.
Unlimited Telephone calls.
Unlimited Mobile calls and Data.
Total Price £100/month

BT Best speed on a good day will be in the region of 3meg which is pretty poor. Giggerclaer promise the earth at 30mb but are way behind schedule and reviews from their existing customers dont bode well. BT is only option using old copper cable and we are some distance away from their box. On one outage BT said we had internal fault which we had to disprove at a cost to us! Only then did they send out an Open Reach engineer.

Disgraceful,never ever reply.
Bt hub the worst piece of trash there is,not happy.

I'm have been using BT Broadband from September 2017 (on 18 months contract bases). Generally, speed is exceptionally good (I can't say great or outstanding) but occasionally (once in 2 or 3 weeks) connection will drop, and the router will reboot itself and connects you back again. I'm okay with that as long as it connects without any issues.

However, the main problem with BT is its customer service. One needs to wait a long period in the call to get connected to customer service. Once connected, the customer service executive will listen to your query and raise a complaint saying, somebody will call us to resolve the issue. A couple of days/weeks later someone will call us and give some penny's compensation and do nothing about the issue. A month or 2 later the same issue again and the same process again. Awful service.

Apart from the these issues, I have been cheated on the contract term even though I have evidence in writing. It all started with my home move in 2019. I asked to move the services to the new address well in advance (requested placed on 8th July 2019 to move the services to the new home on 29th July 2019). During the call, the customer service executive said that I have to do the re-contract for 18 months again (originally my contract was 18 months) at the same price as before else I have to pay £120. I was happy to re-contract at same price rather than paying £120. I received a mail with the new contract terms wich saying like this "Package - Broadband and Calls
Because you're moving home, your line rental contract will be renewed for 12 months, starting when your phone service starts at your new address. Unless we've agreed otherwise, any other contracts you have will continue until their original end dates." I called customer service again and reconfirmed about the contract length (18 months). However, on the day of the move (29th July 2019) received a text message stating that there are some technical issues, the services move will be delayed. On 5th Aug 2019, I was back on broadband.

Fast forward to April 2020, BT started charging me more than my contract price from March 2020 bill. I called customer service and got to know my contract is expired. I was on call for 1.5 hours trying to explain my contract was not expired stating to the mail I received during the home move. If I was re-contracted for 12 months or 18 months, I will still be in the contract considering my services at the new home started on 5th Aug 2019 (it's been 9 months from the move). No matter however I try to explain to him, he is in no mood to listen to my explanation. He said BT will consider the time I spent at the old address into 18 months contract. I was referring to the mail I received during the move but he replied they can't listen to the calls recorded during the move (considering very old). He insisted to do re-contract to avoid extra charges. I declined and ended the contract. I felt like I have been cheated.

Useless customer service, useless technicians who blame you and your devices for the slow connection. When they have fault they tell 2 different stories to 2 people in the same household. How nice ?