BT Home Broadband Reviews

Absolutely appalled. After having many issues with slow broadband as well as it completely dropping out daily, I called BT to rectify this problem on many occasions. Each time my broadband was tested and the results came back 'fine'. Once it was clear that it most certainly wasn't fine, more testing occurred over 48 hours; of which I was promised a call back. Of course this never happened, and this continued each time I called. I then had to start explaining each time I called that the customer service had been poor and stressed my lack of faith to any call back promised. Of which I was assured they were 'sympathetic' with my situation and past dealings and I most certainly would be getting a call back. Of course this still did not happen. I then turned my attention to the complaints department. After being on the phone for 1 hour and 45 minutes, being passed from pillar to post, I was again assured i would receive a call back the following day, any time time before 9pm. After anxiously awaiting my call back ALL day, they finally called gone 7pm as i was on my way out of the door to a birthday meal. After previously stressing I wanted to leave, I gave in to allow them the opportunity to rectify the broadband issues as well as the atrocious customer service. I was once again assured they would call back the next day, before 9pm, to run more tests and see if they could fix my Wi-Fi. Well what do you know, I have received nothing. I have genuinely been in tears through stress and frustration at the treatment I have received and am shocked beyond belief this has happened AGAIN. I have never edured such stress with any company of any kind, as I have with BT. So if you'd like a reliable broadband and a good customer service base to take any problems to, do not use BT.

well where do i start?! firstly i did not even get my BT TV and internet. had to cancel after 1 week of ordering,
i had placed my order over the phone with a lovely man, and unfortunately thats where all my problems started. he had told me my order went through fine, i then called on the saturday to see when it gets delivered, to my shock i found out that the TV never went through (i would never of known if i didnt go on the live chat), this woman then rang me very rude, telling me if i want tv i have to wait for an extra week, she then said she will call back sunday at 6pm after i finish work, she then rushed me off the phone not letting me talk and HUNG UP ON ME.. well it got to sunday 730 still no call so i contacted them again. he said she had not bothered even noting the account for them to call me, he then assured me someone will call me 6pm monday. well here we are now tuesday at 630pm still not had a call so i contact again for the 3rd time. this time i got passed from person to person, none of which actually helped me they just kept saying 'i'll pass you on to so and so and they can help'. well it then took them 50 mins to actually type a message to me. and what he came back with is 'can someone just call you tomorrow about this'. the result ended in me and him arguing over the chat as he would not allow me to cancel my order he said 'ill just call you in the morning and you can speak to someone then'. i was extremely angry then after getting passed to so many different people they were getting ruder as they passed me to each person. it took me nearly 3 hours to cancel my bt. cant imagine the problems i would of had if i didnt contact them that initial day. worst customer service i have ever known, all members of staff was rude to me. would not recommend to my worst enemy. shams of a company. i would recommend people to leave the company rather than join it.!

While my connection is fairly reliable the speed is very poor - usually between 1 an 2 mbps. this makes it impossible for me to upgrade things like my TV or anything else that relies on good broadband speed. Even 5 mbps would help!

4 weeks ago I decided to leave Talktalk after 3 years of appalling service, poor internet speeds, consistent incorrect billing and downright negligence with my account management. So, thinking that BRITISH TELECOMS, being the pioneer in BRITAIN for all things TELECOM's, would be the solution I took a plan with them.

I was due to have my broadband connected by midnight 6/10th. On a weekly basis I would contact BT to ensure that everything was in place in order to have my broadband activated, but guess what - I wake up on the 7th AND NO INTERNET.

After contacting BT I was spoken to by a rather terse and interruptive operative called Kira (Reading the other reviews it seems that if you have attitude you have a guaranteed job at BT). Kira, couldn't give me a time for when the engineers "should have" done this work on 6/10, Kira also couldn't "guarantee" that I would have internet on the 7th. After asking why I was not contacted with regards to the delay I received a "we were not aware of the issue" - how is that the case if the engineer has already attended.

So, in conclusion. I have no internet, am losing money thanks to not being able to get online, had an earful of attitude for asking for a guarantee that I would have internet by 7/10 AND am PAYING FOR THIS?!

I'm going to start with the positive of we had a great member of the BT team who helped us in every way he possibly could and I cannot take that away from him but however his fellow employees are absolutely disgraceful extremely rude and refused to give their name for complaint.
The wifi is absolutely appalling !!! I thought this was the 21st century ! Fees like the 90’s with the dial up internet ! I've never experienced a wifi as terrible as this one. Apparently he router/hub has won awards for its speed well I can tell you it's a shambles ! It struggles to load the smallest of apps! When I try to use BT sports the wifi cuts out completely and the channel won't work due to the poor excuse of wifi. Struggle to stream on the BT sports app , incredibly disappointing ! Left sky because of how shocking they were ! Seems they are al the same !!!

Since BT bought the previous ISP provider the cost has increased with no improvement in speed, 1.7MB.

BT is a complete nightmare, ordered fibre broadband from them, they failed to connect it, they kept on changing dates for over 6 weeks , had to take my business else where and then I get a bill for £129.99, what exactly is this bill for BT as I had no broadband from you! Complete scam! I will never recommend this company, I've been on the phone with BT longer than any other company I have dealt with before, completely incompetent!

Terrible!! Had a 12 month contract, great deal, price at £31.50 including sport, tv, line and broadband. Been with them x3 years. Then this year the problems started, messed up my bill, phoned customer services, said it was a computer glitch. This kept happening month after month, then last month I phoned them and was this time informed that the bill had increased and I hadnt replied to an email stating that I wanted to leave mid contract under these conditions.
I searched my email, spam, history, junk mail. And no record of any email.
This is a scam by bt, I've searched the internet and found many people with the same problems.. how can they be allowed to change a contract mid way through.. fortunately I'm not long away from the end. Good riddance, beware, the greed has kicked in just like Sky.

Just finished 4 phone call to Bt - they claim broadband is working okay but I'm having to use 4g to post this

The worst company to deal with they have no customer service skills especially their " India team" and complaints department who call to discuss your complaint but do not wish to listen to what you have to say spoke to a gentleman called Mike on the 26th 0f October who was worse than the other rude people I had spoken too and he claimed to be from the complaints department. It's a shame I have only just renewed my contract I have to put up with this for another year. Cash permitting I will pay it off early and get someone else to provide services.

Ordered broadband on the 15.09.17 clearly stated £120 BT Reward Card but now they are saying there was no offer on the 15th and the offer started on 19.09.17 so for the sake of 4 days they are happy to loose a customer. Absoulte disgrace as it clearly stated the reward card which is why I went for the higher broadband package. Well done BT you've lost a customer, not before dragging out the complaint so I'm out of my cancellation period and want to charge me £600 for leaving. Yeah ok then. The broadband isn't constant and trying to watch anything on demand through their box is impossible as just stops connecting. STAY AWAY!!!

Customer service is beyond awful (it wouldn't let me give zero stars). The line developed a fault which mysteriously resolved itself a day, and despite me getting text confirmation that it had been cancelled, they still sent the engineer out anyway. On cancelling my contract for TV, I had to write a letter to complain after they flatly refused to take my complaint about contract termination charges by telephone. Refused to allow me to give advance notice (more than a month) notice to terminate my contract. I was lied to and deliberately (I feel) misled as to my rights under the "Unfair Terms in Consumer Contracts" Regulations. An eerily similar, awful experience when trying to cancel broadband a few months later. It really is hard to put in words how awful they are to deal with on any level, but woe betide you if you want to leave them someday...

Bt infinity does that stand for infinately dropping out, poor speed and broken hubs? Had nothing but problems with infinity and for £50 a month a wouldnt recommend it to my worst enemy. Over the year ive had the awful service I have had four supposedly new hubs. Been on the phone to India for dozens of very hard to understand hours. Had service men galore and still its poop. They come, look at the new hub, test the speed and go away happy with the 36mb ish speed. That lasts for a few days then we are back into dropouts and speeds of less than 10mb sometimes even as low as 0.4mb. Nothing is ever done and the compensation ive recieved in all this time us £11. And that is even taking into account haf total no service for eighteen days. Bt is a joke. One star is too much tbh but no option for minus stars.

BLOODY TERRIBLE (BT), TEST YOUR LINE FOR STABILITY AND MADE UP YOUR MIND WITHIN THE CANCELLATION PERIOD (IF THEY HAVE ANY). If you have a problematic line then you will know many case handlers by name and guys from cancellation department as you will spend quite some time with them. Your first priority would be pick their calls even if you are in a meeting. You will end giving up any hopes of cancellations or line getting rectified.

Excellent download speed on average of 45.5Mb. Upload of 13.6Mb. Occasionally wavers but on the whole a good service. Its worth paying for a better service if you want faster speeds.

If I could give NO STARS... I would have done.
At one time BT should for British Telecom
Today though... BT stands for BLOODY TERRIBLE

AND don’t even start me on Openreach....
Struth... this company couldn’t organise a phone network to save their lives...
BOTH Companies needs to be TERMINATED and NEVER allowed to be involved with telecommunications EVER AGAIN.....
They clearly have no idea how to run a Company.... never mind a Network... Their Engineers are about as much use a a Chocolate Fireguard....
What BOTH companies are very good at... is BLAMING THE OTHER COMPANY....
They clearly NEVER look at or act upon ANY of their Customers REVIEWS...
1Star for EVERTHING from almost EVERY CUSTOMER...99.9% of folks think you are CRAP....

WHEN IS OFCOM GOING TO STEP IN AND REMOVE THEIR LICENSE?

They are a SHAMBOLIC EMBARRASSMENT TO BRITISH TELECOMMUNICATIONS PROVIDERS....

PLEASE NOTE:
MY REVIEW IS NOT 1 STAR - IT IS “ZERO STARS” on ALL COUNTS

Worst mistake I made moving over to BT. Broadband works when it wants too. Had numerous problems with it, in fact I never use the wifi on my phone. Now my tv box is not working, BT never fail to let me down!

BT are appalling, there is no way they'd be in business still if they didn't have a virtual monopoly. If you can use anyone else, do.

Utterly amazed at how badly we've been treated by BT. We signed up for their broadband service in mid September and were told that the engineers would be round to connect our flat on the 11th of October. We thought that was a bit of a wait, but accepted it and waited. On the day, no one came. Annoyed that two of our flatmates took the day off to make sure someone was at home we phoned and found a system error meant we had been missed. We were given an emergency appointment for the 13th.
Guess what? No one turned up. Furious, as again one of us took a day off to wait for the engineers, we called and BT claims the same error occurred for them again. Right...
Appointment made for today (17th). One of our flatmates again takes the day off, her birthday, and BT still don't come.
Three times in a row is actually not just unacceptable, but extremely rude. I can't quite believe BT and their customer response is next to useless and awfully organised. We have been offered no compensation and not even an apology. This has been a really upsetting experience and as a result I will avoid BT from now on.
Horrible company.

I have been with Bt for a long time and their service sucks big time, i am supposed to be getting 7mbps download but i only get just over 2mbps, hundreds of calls to India has solved nothing over the last 6 years, i will be changing provider very soon, do not go with Bt if you don't want hassles like i have, Bt are the worst provider going in my opinion, stay well clear.