BT Home Broadband Reviews

Terrible service once again from BT! We were just waiting for our contract to finish in January because the fibre optic is so bad but we are moving. So we have to tie into another contract for 12 months on cable. It's a joke! Can't wait to leave!

Was a long-term customer of BT. A while ago I tried to move to an advertised Infinity package to be told that this was for new customers only and my package would be nearly twice advertised. So I recently decided to move. After ringing BT to confirm transfer date I was given the hard sell about offers BT could give me and it concluded with the person implying it was my fault I had been paying £££ as I hadn't been on the phone to them to negotiate, and that I had been lying about the previous conversation where I was penalised for being an existing customer.

BT used to be good but a bit pricey. Now their broadband is average, their technical support is patchy at best and, based on my last phone call, their customer service is truly awful.

BT are a bit better than the very worst broadband suppliers but nowhere near the better suppliers - the technical support which was better than others has become steadily worse as well. They still charge a premium and, based on my experience, treat their long-term customers with contempt. What has happened to this company?

if i could of put zero i would i have had problems with BT for a long time i will be reporting them to of com as they take no notice when you complain about the service you get but are happy to take your money. fuming

If I could rate them any lower like -10 I would. For 3 months bt couldnt fix a problem with our internet, every single week we would have to go through an hour long process of registering the fault either by phone or live chat. Everytime they send an engineer they turn up whenever they decide without notification, fiddle with a few things n then say yep all good n not tell us what the problem is. It would work for 10hrs n then starting cutting in and out constantly. After 3 months they found a fault in line and switched us to another, since then (2 weeks) our speed has been pathetic 6 - 7 mbs down n 0.7 mbs up, this is when we pay for fibre optics upto 54mbs. All this hassle has nearly destroyed 2 businesses that need the internet my son has been trying to start and we also have spent hundreds of pounds replacing everything in the house incl phones, cables n a computer.

Shocking service. Broadband infinity speeds of 1.5MB and has been as low as 450KB.
BT tell me that fault is due to my internal wiring or router fault.
Next door neighbour has same problem.
I would be better off on dial up.

Had appointments of engineer 3 times but never turned up. When I phoned them, every time I was told there were errors. Shocking !!

Finally managed to cancel the service. I'm so glad I'm with them anymore. It is better not having broadband than their awful service.

absolutely appalling broadband. go against their own terms and conditions. Stay away from BT. Horrendous and rude customer service. Will not let you out of contract when they guarantee at least 1mb and then your internet completely drops to 300kps ? Then when you ring they try to say it has to be to a wired device , when you tell them yes my laptop is connected to the box like you ask and yet they still try to give some stupid excuse. forget doing anything important even at 1am in the morning when noone else is on the internet and it is still a appalling. Wish i had stayed with sky wasnt the fastest broadband but was a lot more reliable and customer service is 5 star compared to bt.

Poor service and even worse internet speeds. Regret changing from Sky.

Waited 2 weeks for an 'engineer' to come and set up my internet and tv. Was told that it was all in place the day before he came. When he came he was rude and the internet was not working so he just told me the instructions would be with it all and I would have to do it myself as the line was not working. He failed to feed back to BT that there was a problem. After spending all day on the phone to Indian call centres and having to go through the details time and again, I was told I would have to wait over a week for anyone to come out. I cancelled it all and went to Sky. BT then charged me for "providing broadband service" which I never used as I had no broadband! They said I would have to pay it as I didn't give them chance to come and fix it which was because I couldn't wait potentially weeks for them to come back. Their customer services is dreadful. Unhelpful and rude.

Shocking, terrible service! Have called over 4 times to change my plan, then when I thought it was all sorted, they have billed me for my previous package i.e. they didn't change my package....so what the hell was I on the phone for hours for?? Also, I'm only allowed fibre optic which is expensive and unreliable. Live in a small one bedroom flat and the wifi doesn't work in the bedroom....

The speed is just below average, low yet reliable, and therefore acceptable as long as you don't play video games.
But here is my problem.
I just moved address, to do so, BT forced me into a new 12-month contract and offered speed between 6 and 10mb.
I am now at the new address and the service is between 1 and 4mb, so under the speed mentioned, so since it is a new contract (forced by them) I have decided to enjoy the 14 days cancellation policy.
I was then explained I still had to pay £31 to disconnect the line and £55 for the router.
When Challenging these cost, saying I was only canceling because the service was not fulfilled anymore, I was tald it was fulfilled since the "minimum speed guaranteed" was only of 1MB.
This is a Joke, This is BRITISH TELECOM, our nationnal supplier of telecommunication, and they still find a way to rip people off and refuse to admit fault.
Rubbish

Had BT Infinity in my area for just about 2 years now, and there's only been a couple times (in last 2 years) where it went down and it was resolved by pulling the plug and starting fresh.

Constant 74 down and 18 up and ping of 20ms.

Customer service was pretty average, long-ish queues and simple advice.

The broadband is very good though, especially compared to our old 5mb dsl line.

BT Infinity fibre optic broadband - one word...poor.
Not a day goes by without the connection dropping out. Speed gets slower in the evening, connection drops and trying to watch programmes via BT TV is hit and miss to say the least.
My old standard broadband with Talk Talk was far more reliable!

Congratulations to BT for chasing another loyal customer of of 25years away, I am looking forward to the day my contract come to an end so I can get rid of this poor poor company . After speaking to 9 different advisors and being giving different prices for there broadband and infinity package I give up . All we were doing was moving house you would think that would be straight forward, but not for bt.
Was told we would have to pay a cancellation fee, and take a new package.then we found out we were not in a contract so we would get a refund ,now we have told we would be getting a bill for £31. Then my wife would lose her email address , and after her being on the phone for an hour was told there was nothing they could do as it was already being cancelled , but suprise suprise, if she pays £5 per month she could keep her email address , rip of company ,end of my contract can't come fast enough.
Stay away from bt,for your own sanity..

BT are without a doubt the worst company I have ever dealt with. Some of their practises must be bordering on illegal. With so many tech companies out there you would be mad to deal with this company. If I could give a negative star rating, then it would be-10. They will never see another penny of my money or anyone connected to me. Vote with your wallet people.

I was lied to by 5 different people about my router being dispatched, I am now 10 days without any internet and still no router in sight. I cannot comment on speed or reliability of the actual service - I wish I could.

I really pleased with bt there so helpful friendly and polite. Ive had so many issues with sky and i can honestly say i dont regret switching. Bt helped me so much with my small problem and helping me choose pakages

Would give 0 stars, or better -5 stars if possible! Choose another provider, even if they happen to be more expensive - which hardly likely.
Will NEVER EVER go with BT again and would advise anyone to go with a different provider.
Theft in broad daylight; appalling customer service, untrained and unknowledgable staff, rude staff, outrageous pricing; getting customers to pay for 'disconnecting' even though that does not actually happen (had to wait 14 working days after my start date to get connected, because the engineer had 'forgotten to pull the switch to disconnect the previous resident at my address'.

Absolute rubbish. Gets to 7pm and slows down to something that makes dial-up look like optical fiber broadband.
Been like this for 5 months. Indian call center is annoying. Nothing gets done. Have had some good experiences with UK call staff, but the technical issues remain and can't be fixed.
Now moving the Virgin Media with fiber to the door service to ensure I don't end up stuck in another 12 month contract with sub-standard internet.

Been with BT for years. I got bt tv installed last year. BT used a 3rd party contractor & second tv with youview has suffered heavy pixellatio for most of the time. Difficult to contact & Indian call centre staff preoccupied with telling you there is a £130 attendance charge despite it being there fault. So far two attempts to rectify have failed & l have had a desultory refund of my second youview box rental charge for the last t months. Enough is enough. If it's not fixed soon l will be off back to Sky. They might cost more, but at least their tv service works & their engineers are properly trained.