BT Home Broadband Reviews

If bt spent as much on delivering a service as they spent on marketing it may be that our tv could work, let alone the internet or wifi. I can not describe the total frustration I experience with this company who seem to feel they have a monopoly and therefore nothing needs to be done to help.

Awful reliability. Lost it for over 24 hours last week AND lose connection at least once every day - usually less than 5 mins BUT still awful.

Will change provider once contract finished.

If I could they would get 0 stars, Been living in my house now for 12 years and 8 years ago I called Bt to ask about getting broadband and to this day I'm still waiting for them to but an exchange box close enough for us to pick up internet

Broadband speed excellent. Increased to 75 without extra cost. Price held for 18 months. Had no problems with broadband and BT WiFi available outside home. Had to use customer service for tv and very poor. Moved from advisor to advisor without problem solved

Appaling customer care. Zero regard to giving their existing customers even the courtesy of a call back. Complaints All ignored until you have to call them and find its not been "put in the right pile"

Just don't even bother with BT. The shameful state of play is that BT have the monopoly and no matter what company you use (other then Virgin) BT will be charging their lines out and earning money from it. Basically this means they can provide you the lowest level of service and a product that is completely unfit for purpose and still charge hand over fist for it. Disgusting company. 0/10

AVOID AT ALL COSTS
You may be lucky and everything works ok. That’s what I thought. Always had great internet with every other provider. But Jesus Christ this lot are terrible. And the Indian call centre doesn’t help. They seem nice enough but there’s a real language barrier. And it took 15 attempts for their call to connect to my BT mobile. Useless

Absolutely useless and hopeless support staff, seems like they don't know what they're doing...I regret

VERY UNHELPFUL AND RUDE CUSTOMER SERVICE. Avoid using BT for Broadband.
Had BT Broadband 6 Months it's been down for 3 times for a week at a time. Been told that no compensation will be given for the first 2 days each time it's been down as the engineers are allowed 2 days to resolve any issues.After that it's just over one pound per day that I have been offered. I was told I could get 50+MBs but can only get around 10Mbs when it's working which is not very often. It went down again this week. I called to inform them that it's going very slow and dropping out and was told that it's not down the speed you are getting 0.14Mbs means that you still have Broadband service, so we are not going to do anything!!. After 3 calls I was finally put through to complaints I said I have paperwork that says I can get 50Mbs. The call adviser said I have just tested your line and you can get 1Mb which is all that we guarantee!!.You have too many devices connected ( I only had 1 Laptop) I said that's not the speed the paperwork states. Her reply was I will disconnect your broadband I can easily do it. is that want you want me to do? Worst customer service I have ever had and this was from an adviser in the UK!!. Who threatens to leave you with no broadband at all rather than try to help.

The speed of my broadband is really bad and ivwant to change

When first installed my Infinity 2 service was providing 72mb/s, but after 6 months the service fell to 50mb/s, which because it counts as being within BT limits, they are not interested in fixing.

After an area power cut, the service was restored to 72mb/s for a couple of weeks, confirming that the performance loss is due to interference, rather than an outright technical fault.

i have just recently joined bt the internet was ok for a while but i havent had the internet for 8 days now and i have sat in my house for 3 days waiting on an engineer coming out to sort it customer services booked my 3 appointments for 8 to 1 slots and not one engineer came and everytime i call them its the same **** all the time this is the a horrible company

Fine when everything is working as it should..... BUT when there's a problem you're screwed. If are lucky enough to actually speak to someone on the phone (their "chat" service is useless) you'd be lucky if they actually listen to you before pretending to put you through to another department only to end the call. The customer care centre is obviously based in India and, although they speak far better English than I do their language, there are issues lost in translation here also. I have tried over 2 days to report a serious data protection breach where I recieved lots of sensotive data belonging to a third party and have got absolutely nowhere. The only advice I was given was to "change my password" which is obviously nothing to do with the issues I was reporting.

NEVER JOIN BT!!!

0 Star Service!

I have been with BT for a few years now and the WiFi always worked fine until about a year ago.. the WiFi started being really slow but took no notice of it until 2 months ago when I had to reset my hub every day for it to work. In the past 2 months I have been on the phone to BT about 30 times.
They have run checks on the hub over the phone, said they’ve fixed it from there end. It then worked for about 2 days and completely stopped working again.
Then called again, they decided to send us a new cable because apparently that would help the problem, did not help the problem at all.
Then of course, call AGAIN.. They finally sent an engineer out, they gave us a new hub but said there is a problem with the line outside and that another engineer will come out to fix that later on the same day... Guess what, no engineer turned up.
I called BT again, they re-arranged another engineer to come the following day... no one turned up
Phoned yet again, they said an engineer is coming ‘tomorrow’ the engineer finally turned up to ‘fix the outside line’. The WiFi didn’t work until 2 days after, I had so much hope thinking the problem would be fixed. After all of this our WiFi worked fine for 3 days, on the 4th day it was back down again.
Whenever I’ve been on the phone to people they’re useless, they don’t even offer a discount on your bill considering your paying each month and revieving NO WIFI at all!!!
They are a joke and they don’t take you seriously at all!!

T

I have a BT contract that runs until January 2018 for which my partner and I pay by DD monthly. Having just moved house we decided to go with a more competitive supplier but accepted we would have to pay up our contract for the 12 months. BT quite rightly have charged us for the final month of our contract but what I find astonishing and quite frankly disgusting is they have further charged me £65 for outstanding equipment! I have offered to return the equipment but the rather abrupt lady stated that could not use it again so I questioned why we were being charged £65 when we were in fact paying up for the 12 month contract to which she replied it was because we left early! I find it absolutely disgusting that we are being charged twice especially when they don’t want the equipment back! I would not recommend BT after this and I certainly will never use them again.

Our internet hasn't been working for two weeks, but we've been told we're impatient and do not have a valid reason to be unhappy or make a complaint. This is the second time our internet has stopped working for two weeks since July when we took out the service.

We've been shouted at down the phone my the customer service manager, Arnab and his team and told we've not given them enough time to sort out internet in the TWO WEEKS they've had. We've been hung up on several times, had our calls dropped and experienced the worst customer service ever.

Cannot believe they're trying to charge us £150 to terminate a contract we are paying for but not receiving.

I upgraded my WiFi to the fibre On Thursday and I’ve still no internet been on the phone constant complaining not getting anywhere as I’m determined I’m not paying for engineer to come out And the last phone call was a younger man and he was helpful as he said it takes 10 days to connect .As I said why didn’t the other advisors tell me this plus the one that sold me the contract As some of rather advisors are Down right and incompetent and catty And I’ve been a bit customer for 36 years So we will see if it connects in the 10 days will be leaving but when this contract up So I wouldn’t recommend them or use them

DO NOT JOIN BT.

I moved to BT purely based on price, about a £2 differential to Virgin media. I regret this. It took over a month to get connected to the internet; with no good reason for the delay provided. I then had to move house about 6months into the contract. At the new house the internet still was not connected, it took over a month AGAIN to get connected. I then got charged £130 for the pleasure of being connected because the landline wasn't connected to the exchange.

In terms of the actual service its average at best. The hub is not that powerful (despite what the adverts show) I live in a fairly standard 4 bed house and required a booster for the router to reach the upstairs bedrooms. The BT TV functionality is not as good as Virgin media. Despite series linking my favourite TV shows its hit and miss whether it records them.

In summary BT provide poor customer experience, it takes an age to get connected, the home Hub and TV services are basic and worst of all they place additional extortionate charges for getting connected.

The customer service is so bad you wouldn't believe. Dropped calls, no call back, explaining problem to multiple customer service operators with no resolution, sending emails closing the incident raised without actually doing anything, I could go on but I guess you get the picture.I have now given up trying to resolve being charged for 1 month while my phone was not working as these people are to stressful to deal with. DO NOT USE BT AT ANY COST