BT Home Broadband Reviews

I HATE BT SO MUCH!!! Its so slow and when the Bt man came to my house to check the speed he made it even worse. Its a massive waste of money and I would recommend you to never ever use your money on Bt because its trash!!!

I play video games during my spare time and I have several devices connected at once with no drop in speed, I am able to download large video game files from my ps4 very fast, I am shocked everyone else on these sites give BT stick for little problems that cab be solved easily, the engineer for me came earlier than was meant to, I even got sent a second router as a spare, any queries I have I phone up and get assistance instantly with very polite customer service, I cant be more thankful to BT, People should 100% give BT a go, Infinity 2 package is the dream.

I switched from Sky to BT after 2 years of good service with Sky for what I thought was a better deal and had a 3 month nightmare as the connection failed every few days for 1 or more days and I spent hours on the phone while they tested the line only to conclude every time that there was a problem at my property and they would have to send an engineer out. When the engineer came he could find no problem, but more often than not the service resumed again and they said there was a problem at the exchange which they had just fixed. They sent me a new router after one call saying the problem was with that but it was not. Meantime when the service was working the download speed was always abysmal, which they said was because it was over the phone line and 3 miles from the exchange, but I countered that with Sky I had 2 years of good bandwidth as well as zero service interruption. After 3 months I got them to agree that the service was inadequate and I am currently exiting the 2 year £30 per month contract with them to go back to Sky, which will cost me £35 for broadband and TV. Interestingly BT are also playing a game in these contracts where they say 'up to' a certain speed but when the service is crap they say that contractually there is no minimum bandwidth agreement. They could have held me to contract on that basis but as it happened I also had the zero service days, which they couldn't duck out of. In my opinion you should avoid BT, and in my case it was only the hotspot nearby that kept me connected most of the time at all, though that service itself would come and go. Luckily I was not working from home otherwise it would have been very difficult and I would have spent a lot of money getting data through my mobile provider. BT? Never again thanks.

Hi everyone,

I signed up to BT fibre broadband in August 2017 in what otherwise seemed a smooth transfer which took just over 2 weeks to complete - a very good sign you'd say. Within two weeks after the service started, I started experiencing drops in connection every evening with router blinking amber, fluctuating connection speed and juddering video/gaming. So I reported my fault with BT helpline (which is based overseas, so often understanding them was an issue in itself) and the saga began. Instead of calling an engineer, BT kept resetting my router and sending me "helpful tips" how to make my broadband better - which worked for probably 30 mins, sometimes even less. Having called them for approximately 20 times (and each call was taking no less than 30 minutes), I finally managed to convince the customer service representative to call the engineer - guess what, she never called one in, although it was promised. Later on, I was promised a wifi booster and a 15m cable to rectify the issues - they have never been sent to me. I was also promised that I will receive refund for these months when I had no quality connection. Finally, in the end Dec 2017, fed up with non-existent quality and constantly dropping connection I threatened to leave - at which point BT customer service managed to call the engineer in who came in around 7th of January and identified the problem with the BT exchange, after which the connection was okay, albeit not perfect.

A couple of days ago I called BT and asked whether they refunded me for three months of no connection and my pain and time spent on the phone with them - I reckon about 25 hours by that time. In response, I was told that they could give me £10 as a goodwill gesture as they apparently cannot refund monthly fees past 120 days(!).

Over past 10 years or so I've been a customer of O2, Sky and Plusnet, but at no point I had such a dreadful combination of poor connection, incompetent customer service and false promises.

I will be taking this to the ombudsman to make sure this experience is heard and appropriate action is taken.

My takeaway is - if you keen to spend hours of your precious time on the phone and get no result - sign up to BT broadband. Otherwise steer clear.

Never again BT, I’m an/was a new customer to BT they “delivered” my service .. no functional of cause now a 1 ½ week later it is still not working .. calling to cancel now

BT is the worst service provider I ever dealt with. I am paying for nothing, Although, I have a BT broadband at home, but I have to connect my PC to my phones network using personal Hotspot. I have been with them for more than two and half years, they not letting me to leave their rubbish service, they have a very bad customer services they do not care about their customer, they looks they know nothing about the service except that related to money. They over charge their customer without letting them know, they should understand people are not free to phone them up frequently asking foe explanations and reporting problems. last week I phoned them many times reporting problems and overcharging. They are a big lair, they told me that the engineer will come on Saturday to fix the problem, I was waiting him all the day, but he did not come, when I phoned them, they said he came on Friday and he fixed the problem, but actually I have not noticed any improvement, I gave them few weeks time, but it still as it was, when I asked them to resend the engineer they said they will charge 120 pounds.
Eventually, I am still paying for nothing in addition to wasting my time and making me angry and depressed.

I had been with BT for 5+ years. Their service was alright as long as you paid them. When I tried leaving them they threatened me with a £400 fine. I pleaded with them saying that the only reason I am leaving them is because their Internet broadband is very slow in my new property after I moved house. They refused to listen. They constantly threaten over the phone. I have now opened a case with the ombudsman. I have learnt that it takes 8 weeks before Ombudsman opens a case against BT so I am patiently waiting without giving up. I have since moved to Virgin and their internet connection is so fast! Wish I had moved away earlier.

quite bad because the wifi always cuts out and starts flashing yellow and takes like an hour or longer to start again and for the light to turn blue but most of the time its good internet and speed
-grace

Absolutely terrible service. From what used to be a very reliable brand, this is now one of the worst. For the past 4 years I have had nothing but issues with BT broadband. Along with BT Sport my month bill is just shy of £70 per MONTH! With that I get a maximum speed of around 4mbs. That is a 10th of what it should be. I am constantly resetting the router.

Whenever I call(ed) BT I get a foreign call centre and have a lot of trouble understanding what they are saying. They take me through troubleshooting steps, which I know and memorised. When they get to the end of the steps they advise me about sending an engineer out at a cost of around £100 (if the fault is that of my own). I have since started a new broadband contract with Sky (who I know aren't the greatest - but surely cannot be worse?) I have managed to reduce my monthly combined bill of TV+Broadband by almost £50 per month.

I am so fed up of BT. Overpriced, overhyped and just plain thieves.

Having been a customer with bt for several years, I've finally lost all patience with their unreliable broadband and poor customer service. I wouldn't normally be leaving such a poor review but the last straw was when they cut my broadband off a day earlier than agreed, and after trying for over an hour to get the issue sorted with their customer service team I gave up. Throughout my broadband contract I noticed a definite drop in speeds at peak times, to the extent that basic online music and videos would be continuously interrupted despite me subscribing to their fastest, unlimited package. Numerous contacts with their customer service was unable to fix this so i gave up.
When the time came to renew I was unable to avail of the online offers available so my package would cost nearly twice as much as a new customer. What a way to reward loyalty!
I will not be returning to bt as a customer in the future and would advise others to stay well clear.

Terrible

Absolutely TERRIBLE service. We set up a cloud phone with bt. We then discovered bt internet was not available in our area. We cancelled but they kept charging us for over a year, we spent hours on the phone. We originally ported our number to bt from talk talk. After trying to port our number to a new service that could run with fibre optic they would not allow us to have our phone number back which we have been using for 6 years. Again we spent hours on the phone along with our new supplier trying to get the number. I even had one of the team members laugh done the phone at me. They have been holding our number ransom ever since. This service has been disgraceful. Avoid BT like the plague. Cannot stress this enough.

Broadband and mobile phone reliable. Poor customer contact.

BT have been absolutely awful for the past year, both in terms of wifi connection and actual customer service. We are a group of 4 students and more often than not we cannot have more than 2 of us using the wifi. Their customer service is absolutely appalling and it is very clear they do not care about their customers one bit. They were meant to return after they tried to install the broadband and realised they couldn't not install it properly as they could not access the required room but then never returned. Since then we have reported issues on numerous occasions, and on one of these occasions they said they would send an engineer out the next day, which never happened. When asked about it it turned out they hadn't communicated between themselves and the required engineer. In the past 24 hours we were promised a phone call back at 5pm which never happened, to which our account holder rang them and once again they didn't have a note of this. The man she spoke to said he would call her back in 5minutes which once again, never happened. It is absolutely ridiculous how little they care about their customers and how time and time again they attempt to charge us extra just for them to actually do their job correct. They frequently try to play the "number of devices" card against us but considering the wifi is awful even when there are only 2 of us in the house or if one individual using the internet at like 2am this is definitely not the case. We struggle to access our university website and use articles that are required for our assessments and this should not be the case. Do not go with BT. Last year I was with plusnet, paying far less, with the same number of people/devices in the house and getting far better connection.

BT diserve ratings

Overall satisfaction 00000

Customer service 00000

Broadband speed . 00000

Broadband reliability 00000

I am happy i saw that, because from now on will take more serious the reviews...


BT I had worst experiences from them. They just interested in closing open tickets, the funny part is - their website test always show your connection is stable, (just imagine when your connection is dropped you will not be able to perform test so you can’t test and when you are on, you will test and it always show stable connection!!!) i am having broadband connection dropping issues from last few months and they are not able to fix it after so many complaints (i have many complaints raised!!!), official complaint also doesn’t make any difference to them, recently i have called them to cancel service and told them i am moving to another service provider, the person whom i was talking was only interested in telling me how other service provider is not good rather than listening me what problems i am having and how to resolve it, the reason i think they are not losing anything so they don’t care about customer. And if this is the attitude they have I rather take 2nd grade broadband services from other service provider that listens and care about customers rather than arrogant provider like BT, and I am sure there will be many-many customers who will think this way and one day BT will feel impact. couldn't provide us with a stable and good quality wireless connection even though I am sitting and working on a computer 5m away from the BT box and there are no obstacles between us. If they told me immediately that they can guarantee ONLY CABLE connection I would have made my decision but instead they kept on connecting me from one call centre to the other and I kept on spending hours talking to, sometimes very kind but powerless advisors but sometimes to very manipulative and limiting advisors. In 6 MONTHS on the phone with BT I spent hours trying to make BT broadband work decently but in the end, it DIDN"T. In the end they offered me 30 pounds to, practically shut up or find another provider but they wouldn't let me out of the contract. They wanted me to pay up until the end of the contract. INCOMPETENT CROOKS!

Paying for Infinity - actualy getting Infinity some of the time, have contacted BT, however speed always improves for a while when BT contacted., then variable again.

I've had many connections before this one and out of all of them BT is defiantly the worst. When first looking at the connection it looked like a big upgrade from the other connections I’ve had in the past, but it was a complete lie. Although the connection is reasonably fast most of the time, it shuts down and has trouble connecting at the worst of times which is 10x worse considering I’m an avid gamer. Even fixing the connection is more trouble than its worth with it taking about half an hour to get it back up and working properly again. The amount of inconvenience this broadband has caused me is unbelievable and I recommend looking for literally any other service provider.

WiFi drops out every time it rains and is unreliable. It's been 5 months and it's still not fixed.

Tried to switch to paperless billing as BT charges £2.50 per month for paper bills. Went online, clicked the option to switch billing method yet the paper bills and charges keep on coming. Have to call every month to get them to credit the charge but they seem incapable or unwilling to fix this problem.

First of all, read reviews on different sites before switching to BT! You will very likely decide not to!

Their service is not great, streaming freezes, Wi-Fi signal is bad, but the most ridiculous thing is that when you move you get totally ripped off. They promote a smooth free move on their official site (https://www.productsandservices.bt.com/manage/moving-home/), which reads "No connection fee or new Direct Debits to arrange" and when it comes to an actual move, it turns out that they will charge you 130 pounds of connection fee.
And after they tricked you into 18 months contract, you have a choice of either paying a connection fee of 130 pounds or 6 months of your contract as an early cancellation fee (for me 36*6=216 pounds).