BT Home Broadband Reviews

Ordered on the basis of a cheap offer in June. Had nothing but headaches since then. Pay £100, £200 more a year if you have to, to work with someone else.

Customer support lack basic record keeping, access to solve problems, ability to understand things or escalate, BT will do things and then customer service staff won't be able to tell you who did them and why, and they will point blank tell you they cannot solve your problem.

Your order can fail silently on the day of installation, get closed, and then you can have BT bill you for early termination, and leave you having to contact them to get them to fix this. And when you phone up they just say they can refund your bank and place a new order, they can't fix the earlier one, with weeks more delay.

Go with someone who can actually do their job.

BT's offering is way below par! The connection is ridiculously slow and other times, we cannot connect at all. Complained to Customer Services and they were of very little help. In fact, they were rude and obnoxious. They need to all be sent on some form of training course in effective customer service. Simply awful! Will never go back to BT for as long as I shall live.

I have left sky to come across to Bt fibre - big mistake.
Your engineer installed equipment on Friday 22nd Sept but could not activate as the routing given to the exchange was full. Therefore left me with no broadband as Bt had told Sky to disconnect. Various phone calls to Bt mainly result in being put on hold for up to an hour . Told nothing could be done until Monday. I then had to chase on Monday to see what's happening!! . Told job had to be cancelled and new job issued . Told to phone back Tuesday. 2 calls later on Tuesday told engineer needs to come out on Wednesday. This is complete opposite to what engineer said needs to happen . Chased engineer up on Wednesday as no one turned up . Told he was the same engineer and they had given him same routing as before so not coming out and said BT are useless as it happens all the time . I then have to spend another hour on phone to BT who blame open reach and say we will update you on Thursday.
I have been without broadband for 6 days now and surprisingly no call from BT today . I don't know what's worse the fact that BT don't seem to care and fob you off or that they don't actually know what they're doing . To add insult I did receive an email to say my first bill will be sent out on the 8th October!!!!

Much like the many reviews on here - Abysmal service.

The broadband has stopped working at my house. I've spoken to BT 12 times in the last week and they still haven't been able to resolve my issue.

Been told the Hub is broke and I should buy a new one. (Their words! they wouldn't send me a new one due to contract issues even though been a customer for over 10 years). The new one I bought didn't work. Rung them again. Was told it has nothing to do with the hub and it's an issue in the household. Will send an engineer on Tuesday. I booked a day off work. The next day I was told it was not internal but an external issue. They sent the engineer and Proclaimed it was fixed. It clearly wasn't. Rang again. On hold for 45 minutes. Cut off. Rang again. Was promised a call back. No call back. Rang again. They told me it should be working. No. Rang again. Cut off. Rang again. Told me it was an internal issue! Said they couldn't send an engineer out til next week.......I give up.

Would be quicker to train as an engineer and fix it myself.

I was hoping that by leaving a bad review BT might sit up and listen - but with so many terrible reviews they can't care at all. I've just spent ages on the phone again trying to get fibre optic installed in our home - and I could hear loads of other similar calls going on in the background. It actually made me feel sorry for their call teams. It must be soul destroying to work for such a poor customer service company. I ordered fibre optic in the beginning of July. The lady on the phone said it would be installed two weeks later and gave me a date and time - I stressed that I would have to take time off of work and get staff in, so would be costly to me. So I wanted to know someone would definitely turn up (having been let down so many times before by BT on our business line). Naturally nobody arrived - no phone call - only the equipment was delivered as promised. Numerous phone calls and ten weeks later I've just called them again. Two weeks after the promised return phone call from them that never happened. This time I have been told that there is a fault with two packages being on the account (one the old copper and one the new fibre) - but I should be pleased because I am only paying for one even though the fibre hasn't been installed. And this had stopped progression of the order?? What is a girl to do? All I want is to upgrade from copper to fibre, as all their adverts suggest. Our copper is well below the acceptable download/upload rates and frankly not worth a penny. But apparently that is our fault for living in a rural area. So, the outcome - a complaint has been raised (AGAIN), and the issue has been escalated (AGAIN). It is in their hands and they will be in touch within five working days apparently. Not holding my breath that a) we will get a call or b) it will be a call worth taking and anything has actually happened. If you can avoid using BT then I would strongly recommend you do!

The following is an email sent to the ombudsman regarding BT.
For over a year I have noticed that the downloading of files is very slow in the late afternoon using BT infinity service. The reason for this became clear when I purchased a Samsung 4K HDR TV on 25/11/16 which requires a minimum of 25kbps to play a Netflix 4K HDR program, the Netflix app is also able to measure the kbps supplied via BT. When using both Netflix and BT’s own wholesale speed tests I discovered that between 5pm and midnight every day the speed slowly goes down to as low as 2mbps, the lowest normally between 9pm and 10pm. The contract I signed up to with BT stated I would receive a minimum of 34mbps minus 1 to 2mbps in peak periods. Contacting BT on their help line proved to be a long and frustrating process as I was told to contact them when the fault was present and then they can do a line test. Contacting them between 9 and 10pm proved to be impossible as I could be on hold for as long as 45 minutes before being disconnected, this was the case from January to May 2017.
I also purchased the latest smart hub from BT but was left with same problem.+
Desperate for a solution I contacted the help line in the morning and requested them to contact me at 9pm, as I was unable to get through to them, which they did and a test was done which was 4kbps and they admitted there was obviously a fault.
To-date I have had four engineers visits each one clearing my property and equipment and saying that the fault is external i.e. is a BT supply or equipment issue. The situation now is even worse, there have been too many helpline telephone conversations to list but below is just a small example of recent events.
27/07/17-ENGINEER CLAIMED HE HAD FOUND A HOT CONNECTION IN THE EXCHANGE AND SOLVED THE FAULT. SLOW SPEED EVENING FAULT STILL PRESENT.
28/07/17- SLOW SPEED EVENING FAULT STILL PRESENT.
29/07/17- SLOW SPEED EVENING FAULT STILL PRESENT.
30/07/17- SLOW SPEED EVENING FAULT STILL PRESENT, ALSO SERVICE IS NOW INTERMITTANT.
31/07/17- NO INTERNET CONNECTION. WHOLESALE ENGINEER MADE A SCHEDULED VISIT AND CLAIMED IT WAS A CABLE DAMAGE PROBLEM, LATER IN THE DAY HE SAID IT WAS BT EQUIPMENT IN DISTRIBUTION CABINET AT FAULT AND HE WAS NOT AUTHOURISED TO TOUCH THIS EQUIPMENT.
1/08/17- NO INTERNET SERVICE.
2/08/17- NO INTERNET SERVICE.
3/08/17- INTERMITTANT SERVICE UNTIL 6PM, AFTER 6PM SERVICE IS OK AND NIGHT TIME SPEEDS ARE 34MBPS.
4/08/17- VISIT FROM ENGINEER CHECKED MY EQUIPMENT, SAID OK AND THAT THERE HAD BEEN A MAJOR CABLE FAULT.
5/08/17- NO INTERNET SERVICE. HELPLINE HAD AUTOMATED MESSAGE SAYING FAULT WILL BE FIXED IN TWO HOURS - IT WAS NOT.
6/08/17- NO INTERNET SERVICE. HELPLINE HAD AUTOMATED MESSAGE SAYING FAULT REPAIRED RESET YOUR HUB - STILL NO SERVICE.
7/08/17- SERVICE CAME ONLINE AT AROUND 3PM, NETFLIX NOW SAYS CANNOT CONNECT ANY OF ITS THREE SERVERS. CONTACTED BT HELPLINE AS I HAD BEEN PROMISED A CALL FROM A CASE HANDLER, HELPLINE SAID I WILL DEFINITELY BE CONTACTED BEFORE 6PM BUT, AGAIN, DID NOT RECEIVE A CALL.
8/08/17- INTERMITTANT SERVICE.
9/08/17- A 7pm speed test with both Netflix and BT Wholesale gave speeds of 5 and 10mbps. Still not received the promised call from BT.
I would like to stress that the above is only a small fraction of the telephone conversations I have had with BT.
Each time I contact BT they try to convince me that this is an isolated fault but everyone I have spoken to in the Arnside area has been having exactly the same internet problems with BT infinity. I have also been offered a partial refund by a gentleman called Joseph which turned out to be a credit for a product that is not fit for purpose. As BT are unable or unwilling to deal with the poor internet performance I intend to change my internet supplier as I cannot spend any more time on this farcical situation, and think it is not unreasonable to receive a full refund for a service contract I signed up to but have never received.
Further information as requested.
18/08/2017- BT (Daniel) phoned at 20.00hrs and asked if the problem was solved. I informed him the evening fault was no more but now I am only receiving a constant 27mbps, not the minimum 34mbps as advertised. He also admitted as I had previously had daytime speeds of around 36mbps there was no reason they could not be achieved now. He then arranged an engineer’s visit for 21/08/2017. When the engineer arrived his instrument showed a speed of 29mbps but said he could not investigate further as BT had told him 24mbps was acceptable, I was shown and read this communication from BT. The same day I logged on to the BT website which stated if I signed another contract with them they calculated I would receive a minimum of 36mbps to 49mbps.
This is a good and typical example of BT. I have personally witnessed many test results at my property only to be told a completely different reading days later by BT.
I would like to take this opportunity to thank you for your efforts on my behalf but I do not expect a result in my favour as I do not expect an accurate record of events from BT, this being my conclusion after months of dealing with this company.

I joined BT because they had an Infinity fiber deal. Before the end of the contract I had to change my address and called BT to transfer my broadband to the new address. They told me that at the new address I can't get Infinity fiber, although fiber was available at the new address, they just had two same flat numbers on their website and mixed the address up. They attracted me into a Copper Broadband contract with slow speeds, promising that when fiber will be available I will be upgraded with no extra cost. Now they want me to pay extra if I want Infinity Fiber. Had a lot of phone calls and chats with their customer service but they failed to solve my problem. You talk to them and then nothing happens, the problem persists. Once they trap you in a contract you are just a good cash machine for them. Unreliable broadband and service. And the worst customer service I have ever experienced in my life. Never again BT. This is my experience with them.

I am very disappointed with their service.
Joined them a month ago.They messed it up before we joined them and now not even a month after we have no internet at all,called them a few times and it is like I am talking to a robot,computer says no,and been advised that it will take 3 days to sort the fault.It is the second day today,no feedback at all. Such a crucial time with no internet as It has messed up my daughter's homeworks.
Besides all thiese problems I joined them as they had an offer to get a reward card,but now they refuse to give me my reward card.

I am speechless and so very angry about BT It must be the worse service inn every aspect I have ever had the missfortune to experience in my entire life !!!

I could write pages of frustrating rants here, but I dont want to re-live it all. In short it took me over 18 months to finally get the billing and BB sorted to the original request. It has cost me a fortune in wasted time and extra billing costs.

Warning:
BT customer service is abysmal just want to fob you off and then deny what you have been told.
Impossible to tranfser your old number despite being told that can.
Refunds promised on purchase never materialised.
They put things on your bill without telling you e.g. BT sport. Then insist that I requested it and wont refund.
Were charging for an old BT email address (despite having several free with the package) as it was on an old server; and couldn't/wouldn't take it off the bill!
The hardware does not function to specification (infinity) and frequently drops out but am told to reset and there are no faults on the line.
Mix this with long delays waiting for customer service, poor assistance when you get someone - do yourself a favour and find another company!

Broadband deteriorated so called BT. After doing a speed test myself told it was my 'old hub' which wax out of warranty. Good news I was almost out of contract so could get a new deal with new hub 'probably cheaper than current contract. Great! Transferred to sales. My contract was actually had over another year to run and my hub was in warranty. Transferred back to faults who had misinformed me as they could send me a new hub free of charge. Great! They would only send next version. On complaining they agreed to send latest smart hub to arrive in a few days. Email confirmation tells me my order is heading for someone else's address?! I ring and have another 2 hours on phone. It's 'a system fault' apparently. They place another order to my address to arrive today. Email tells me it's on its way for delivery. It never arrived. I contact on line help get transferred from order management team to technical team and back to order management who then hang up. On my account are 3 orders for smart hubs but who has then I wonder cos let's face it it's not me. Do I contact BT tomorrow for another round of complaints and 2 hours of my life I won't get back. If this is a quality service for the £37 I pay each month then who are they kidding.

Avoid BT, unfortunately, during a move of house I wanted a better wireless router and used the opportunity to move to BT. The Smart Hub 6 is the worst router I've used, I've had three of them and they reboot at least twice a day, not great when streaming my TV via the wifi. I got a Hub 4 and the reboots never occurred, but the signal was awful due to the very low spec of this.

The BT customer service experience was horrendous, clueless and all they ever wanted to do was run a line test, despite the fault clearly being with the router. Every call with them was at least 45 mins, same crap on every call.

Still trying to break out of my contract due to the poor service, will never use BT for any service again.

Terrible customer service.

I was a happy Plusnet customer with no real issues, however, I was unfortunately tempted away by a BT sales representative who promised me the world, but in reality my experience has been very different.
Initially I had constant problems with the Home Hub 6 and its WiFi.
Every time I rang the technical department I was either given a solution that failed to solve the problem or more often than not I was cut off before completing my conversation, leaving me and my entire family frustrated and often without a WiFi service.

I was sent a replacement HH6 which did not resolve the issue and eventually I was sent a HH5 which did thankfully cure the problem and since then I have had no techical issues since,
However, the customer service and billing have continued to be well below standard.

My latest bill included a £65 charge supposedly for asking to leave the broadband service early, something I didn't ask for or was discussed with anyone at BT.

When I tried to resolve this by phone, I spoke to an advisor who initially tried to tell me the £65 charge wasn't actually a cancellation fee as stated but rather a charge for one of the routers? When I explained this wasn't the case as the only router that worked was the HH5, He put me on hold and never returned, leaving me hanging on the phone for 20 minutes + listening to "On Hold" music.
I then tried to ring back later only to be put in a queue with no answer, and when BT turned their phone lines off at 9pm I was cut off despite waiting 45 minutes for a reply.
I then attempted to contact BT via the online chat, eventually after a 30 minute wait I spoke to a lady call advisor who initially told me the £65 was credited back to my account in a payment of £75.95 to my account in July.
I explained that this was incorrect and the £75 95 credit was a refund promised to me for leaving my previous provider Plusnet early to cover their early cancellation fee. BT repaid me the charges made to me by Plusnet.
She then said I would receive a £65 refund to my account, She also insisted I should "relax" something that I feel wasn't appropriate at the time.
When I demanded that I wanted to escalate my complaint to a supervisor, She stalled for a while and eventually passed my complaint over to a supervisor.
He asked what could be done to resolve my complaint and I explained I wanted early cancellation of my contract with no cancellation fees as I felt the service isn't fit for purpose.
He told me he couldn't do this and would have to escalate this further and promised me a callback in 48 hours.
No callback was made to me, despite being promised and yet again I had to contact them via the online chat. I spoke to an advisor who told me I would receive a call tomorrow.
After explaining the promise made by the supervisor, I eventually received another call from another supervisor who explained he failed to callback as he was tied up with another complaint (A complaint that appears to have taken 48 hours)
Again, he claimed it wasn't something he couldn't deal with and I again have been promised yet another callback that could happen at anytime over the past week. (I have no confidence it will happen at all).
Had I have known what poor customer service BT had I would have never have left my previous ISP Plusnet.
I have no desire to remain a BT customer, as I feel I have been treated very badly.
Promises have been made that haven't been kept, money taken out of my account that shouldn't have been and I have had to constantly endure terrible customer service in an attempt to resolve the problems created by BT

Unbelievably arrogant. I had TV, phone, broadband and mobile service with this bunch of cowboys. I had an issue with mobile service, they refused to compromise so I have now cancelled everything - they have achieved a short term gain, but will now lose me as a customer forever.

Wish there was a minus scale! terrible company the worst customer service I have ever had even from the managers. The managers hanged up on me and the BT staff of many occasions lied to me. Took 2 months for them to install my phone line I gave up in the end and got sky out and they installed within 1 week dont ever use them!!!

The worst customer service I have ever received! The audacity of calling my firm and then hanging up on me in the space of 3 seconds when I trying to assist!

Words do not describe fully my anger to BT Connect's employees! I will never take a call from them again. Suitability of their employees recruited seriously need to be reviewed. That or BT are the best show case of poor customer service culture.

Wish could give them 0! Terrible terrible service, lying to customers and it has been two months and they couldn't get phone line installed. What a joke!

Literally the worst broadband I've ever experienced. Cuts out at 11pm EVERY NIGHT for anywhere between 30mins to 3 hours. Complaints and requests to resolve the issue have been met with the telephone equivalent of blank stares - despite the fact that BT are obviously resetting their system at this time every night. Truly terrible. Like being back in the early 2000s.

The worst product service ever, i will never use them again!

Can't wait to finish the contract, bad experience with customer service. The router is advertised as most powerful when it comes to signal but is the worst router I have ever had. Try to obtain the id and password to instal my own router but the customer service failed to help me. We live in a flat and the signal can't travel from living room to my bedroom or my kid bedroom and let me tell you is not a huge apartment. The router resets at least 3 times per day and that in the middle of the move, very frustrating.
All in one bad experience with bt fibre.