BT Home Broadband Reviews

Once again I have apparently forgotten my login details to BT when I have them sat in front of me! So once again when I have really important e mails to gat off my service is rubbish! & months I have endured this pathetic performance which I am paying through the teeth for.

I' off that's another dissatisfied customer you have lost

Please stay away from BT. Awful company. Lost my order twice, spent hours on the phone trying to sort it out. Lied to on several occasions. Phoned to cancel within the cooling off period as I was very annoyed. Told by customer services that as a gesture of goodwill my contract would be reduced to 12 months from 18. After 11 months, I phone to cancel and apparently there is no record of this conversation in my notes or on my file. I have 'superfast' broadband at 13mbps (the lowest speed guaranteed in my contract) - my previous provider was standard fibre which was faster. One positive is that it has been pretty reliable.

I will never touch BT again and will tell everyone I know not to either.

Been with bt for 6 month and had problems with speeds and drop outs constantly, after numerous amounts of engineers and phone calls they have finally sorted the speed out but the constant drop outs make this pointless. After deciding enough is enough I rang them to terminate my contract due to them failing to provide, I got told it would cost £300 by the rudest woman I've ever spoke to, I've now took the situation further.

Appalling Customer Service; 'take the money and run attitude'.
Poor email host with no support whatever. SHOCKINGLY SLOW SPEED.
Terrible Overseas polite but brainless helpdesk IF you can even contact BT!
Everything that is wrong with Globalisation but with nice shiny 'we are family, love puppies and care about YOU' Advertising campaigns to keep sucking us in!

Absolutely terrible provider. Have run tests over 30 days and I have not received above 33mb but pay for 64mb. 1 minute it is fine and the next it will slow down to below 1mb at times. I 100% will be contacting the ombudsman to have the contract contested.

BT are a disgrace to the British telecommunications industry.

I recently discovered that I was paying £40 a month for an ADSL line. On a separate bill I was being charged £240 a year for the line rental.

Meanwhile my internet connection kept dropping off, so I decided to take the plunge an upgrade to BT's Superfast Fibre.

You would think that as an exiting customer with a working BT landline that might be a simple enough process. Ring up, choose a package, pay for it?
You must be joking.

I was on the phone to BT for a total of 99 minutes that day.
After some discussion as to what I wanted and selecting the package and agreeing the price (£39.99 a month) I was told by the salesman that because I had just consolidated two accounts he couldn't process the order for 48 hours. We arranged a time 2 days later when he would call me to process the order. Needless to say he didn't call and after sending him an email a colleague of his rang.
The colleague then told me that he needed to transfer me to a different department as I was a business customer. I then began the whole process again with a woman who told me that the price offered to me (and which I could see online)was only available to new customers. So for being a BT customer for 33 years I have to pay more.
Eventually when I told her that I was not prepared to pay £50 a month and had already agreed £39.99 she said that she would process the order at that price.
Then she told me that there was a problem processing the order; she needed to place it with the "back room team" who were not available as it was a Saturday.
I was told that they would e-mail me confirmation of the order no earlier than Monday of the following week.
By Wednesday I had heard nothing so I rung BT and had two calls each over 40 minutes. Having again agreed the package and the price I was put on hold. Minutes passed and whilst idling on the phone I started looking at other providers and discovered that Zen offered a faster fibre bb at the same price with a guarantee of no increase at the end of the contract.
So when the BT salesman finally returned to me to say that he was ready to place the order, I told him that I was sorry but had had enough of BT and would be going elsewhere. No order was placed and I bid BT farewell - or so I thought.
After placing the order with Zen I was told by them that there was an open order on my line. That was a week ago. Since then I've been batted back and forth between Zen and BT - the former saying they can't process my order because of the open order on the line, BT denying that any such order exists.

Last week, in one such call, I was transferred to Kevin in the Loyalty Section of BT who told me that he was able to offer me the same package at £29.99.
I told him that it was too late for that, I'd had my fill of BT.

I've had several conversations with BT over the last few days all insisting there is no impediment on the line that would stop the transfer.

Meanwhile I have had a letter and an email from BT thanking me advising me that my new fibre broadband is on its way from them. When I ring to ask what these messages are about, they say it's just a computer generated letter, and again swear blind that no order exists.

It's impossible to find out who is at fault here, but I can see no reason why Zen would be giving me false information, whereas I am getting every indication from BT that they are frustrating the process of transfer as best they can.

I haven't gone into the detail of some of the utter stupidity of what they are telling me, the fact that you can never speak to the same person twice, the fact that they cannot transfer calls internally, that they cannot send you an email on an address that can be replied to; the fact they they sign emails with a name that is not in fact their name (eg. Mike Lincoln is Mike who works in Lincoln). All of this designed to make sure that you can never get back to the person who had assured you that they were on your case.

Just a horrible sick joke of a company.

promised fibre broadband was available in our new home however BT engineers say we are too far away from the distribution box. called BT and they said we were still eligible for fibre broadband. very poor customer service
Currently have ADSL speeds of 1.6

Awful, awful, AWFUL network, they set you up with a contract and little by little make your internet speed worse and worse, they promise good speedy internet (which just isn’t what they provide) and then they expect you to pay £400 to get out of the contract, it’s a cheap scam and no one should deal with internet like this, disgrace and embarrassing company

I have been a business customer for several years with BT and had the worst experience ever. For a few months I had one constant issue with BT business broadband in connecting to my card machine which is a lifeline to my business,a lot of customers do not carry cash,so after they dined and wanted to pay, they had to walk quite far to use an atm and a few times customers did not return to pay. I phoned BT faults department and they would take me through a few procedures to reset the connection and after a few attempts the fault re-emerged ‘Connection failed ‘. I contacted World Pay card machine provider and over the few months they changed the card machine twice in an attempt to see if it’s their machines are faulty. This was not the case and World Pay kept asking me to contact my internet provider (BT) I had enough of this constant issue that I decided to change internet provider and giving BT a months notice to terminate my contract. I was furious when I received my final bill payment and BT charging me an extra month for leaving, when I contacted BT about this they said there’s nothing they can do as they don’t have any record of any previous complaints. After wasting so much of time and effort to try to resolve the issue and to remain with BT this is what I get offered a £30 reduction, it’s an insult to all I have been through . I have never experienced such a bad level of service and this is a warning to all and specially businesses to keep their distance from BT.
I find it an irony that when one calls BT one is constantly reminded that the phone calls could be recorded for customer service.

Terrible experience.

We received our router and set it up but the service didnt start on the date promised. Many calls later we were told that they forgot to add our address to the system.

They cancelled our order and said that they would add it to our account again and start the service the next day.

This didn't happen. Weeks and many phone calls later they still haven't sorted out our internet. On top of this they're threatening to charge us for the BT Hub that they sent us! It's not my fault they haven't set up the service on their system yet. Appalling.

BT has been amazingin both advertised and achieved speeds (currently getting 82/18 on Infinity unlimited), as well as reliability. I have literally forgotten when the last time my internet connection was down due to a fault.
HOWEVER; a huge caveat is that I'm using my own router. I consider the router that BT offers to be extremely subpar in router specific functions. I'm not talking about wireless signal or USB ports, I'm talking about routing; WAN, NAT, DMZ, internal bandwidth, portforwarding and the stuff that routers need to do! In all of these, the BT routers are not suitable.
Same goes for their support. It is one of the least helpful and cooperative I've encountered, so it is a great pleasure to me that the reliability of the line is so great as I've only ever needed to call them once in 7 years, and that was NOT to discuss connectivity, but router problems.
Provided you have your own good router, BT is a dream.

Terrible: First month the internet speed was good. After, little by little in a few weeks from 52 MBs was going down to 2 MBs
Was impossible to use internet. But They advice me upgrade package for a better speed!!!
Also the bill was increased little by little and end up paying 5.65 pounds more. See your bills regularly, you may have a surprise !
I have give up BT.

During 18 month contract broadband speed disappeared almost every month for a whole weekend. Even contract said that speed should be 52 MBps, I never get more than 32 Mbps with a Green Box located 25 meters from the house. During contract time monthly Direct Debit fluctuated several time by increasing from 34 to 35, then back to 34, then it increases to 38. If it is fixed monthly Direct Debit. It should be fixid. But not with BT. When contract ends they switched you automatically to the highest price service, without properly informing you and offering something instead of your ending contract. They making changes to your Monthly direct debit without properly informing you about that.

I have been a customer of B T for the last 37 years ,I started to receive landline calls saying this is B T your Broadband will be turned off ,I knew this is a scam and would put the phone down ,When the calls became more frequent i started making a note of the date the S T D code and landline number ,I went onto my B T page to complain ,via the live chat ,I gave them the details etc and after a couple of minutes i got ,Yes but ,no but and told there was nothing they could do basically because of communication issues ,I closed the live chat thinking stop the world i wanna get off ,then it dawned on me that B T would not wish to do anything as there is no revenue for them at the end of the day ,So my advice is if you are a B T customer and receive calls from others saying they are B T and your Broadband is going to be turned off do not waste tour time reporting to B T as it is a complete waste of time ,and 37 years of loyalty buys you nothing if you are a B T customer.

I pay for a 30mbs service and never receive more than 10mbs.

It is impossible to speak to anyone at BT

Could anyone recommend a better service?

BT Broadband customer for over 10 years, poor service, speed maximum DL 2.2 Mb/s. Complained many times over last 10 years same results. BT says I live too far for exchange, I live less than 6 miles from a major city centre & less than 1 mile from 20 Mb/s plus locations. This in 2019!

Just switched from BT to Talk talk today and what a relief. I was initially promised a monthly bill of £27.99 a month for 18 months....and...since that "promise" my bill has steadily increased to £42.99 over that period for simply Internet (no TV package and I don't use a landlines phone). It's simply annoying as they cannot keep their word. When I phoned up today I was hard balled for about 15 minutes by a sales rep claiming they were much better than TakTalk and as a "valued" customer they would revert my bill back to £27.99 a month for, yes you guessed it.....the next 18 months. I actually laughed at her down the phone and said "you promised me that last time and TakTalk are offering me the same speeds etc for £25 a month". I was simply met with "you will receive an inferior service". Wow, desperate, unprofessional and simply rude. I will never return to BT as they are a dinosaur company, over charging loyal customers and using hard ball selling techniques best suited to time share agents of the 80s.....au revoiur BT. Xxx

Many speed dips down to a few MB/s download. Use the BT app to check and miraculously they find it's fast.
Switching to another supplier, BT told me "they will be just as bad as we supply the infrastructure".

Have been with BT for many years but will probably go else ware when my contract is up. There customer service is terrible and know one cares
When you take out you contract.

Absolutely terrible, salesman misled me to believe I was getting something else for my deal, didn’t even process the order correctly which meant it had to be deleted and no one from BT told me. When I complained I was advised that for each problem I have to speak to each team and complain - connections, sales and billing. Absolute waste of time; they do not care about their customers just your money.