BT Home Broadband Reviews

Call outs with engineers that never show up as the BT rep didn't confirm it. Lines unstable, replacement router sent but nothing fixed. Never dealt with a more incompetent support team. Any issue has to be 'escalated' and takes days / weeks to get anything started.

First of all let me say they are sneaks. about a year ago I asked if they could drop the bt sports package as I don't watch and they said no problem told me my bill will be XX less and I said okay. 5 weeks later they send a letter out saying I signed up to a 24 month contract and when I phoned they said it was too late as it was 5 weeks since i went to the contract (never got an email and they never mention 2 year contract) long story short they wanted me to pay £800 to cancel early. Was never going to happen.

Now I wish I could say it ended there but no sadly I am paying for a connection speed i don't get. BT say up to 52 mb connection as I am paying for fibre optics they might as well say up 10 mb least it be closer to what they offer. I am lucky to get 7mb connection at midnight when most people are off.

I have friends next door to maybe paying half the price for virgin media getting 50-100mb. They don't care they give BS excuses as they know I can't leave for another 9 months.

They have so many hidden charges that it's a joke my bill is supposed to be so much a month yet the fail to mention line rental and a number of hidden charges that end up nearly double the price of the package i signed up to.

Once this contract is over I am switching to virgin or sky. They don't care about there customers all they see is ££ signs. How can we rip our customers off today.

The only good thing i can say is the connection doesn't drop

By far the worst service I have ever experienced, not even going to bother explaining as every other review covers the exact same crap I went through, after my 12 months is up going to switch to virgin or another provider without hesitation.

BT is not want you think. I can think of three services that are excellent in comparison to BT.
BT customer service talk the good talk but do not deliver. There are unforeseen extra charges which bump up your budget so making it difficult each month. If you want to get out of a contract it will cost £260. The broadband will stop working for no apparent reason and the phone reception can be distorted with static. Most people I know are with other providers despite the fact that the broadband is 10% less faster. But why? Because the overall customer service is good. One or two good services does not equal customer satisfaction. Very disappointed, very shocked and will not ever go back to BT. Rubbish!

My line and Broadband is and has been useless for 15 years. The quality and bandwidth has continued to fall and is now regularly under 1 Mhz. I cannot use any of the products that go with the company advertising and cannot even use I-Player on the lowest quality and yet they are charging me for all these features.
This an incompetent and criminal company. There is no alternative for me since the crumbling copper infrastructure is owned by BT. All other ISP's suffer the same since they have to use the same junk. Actually the survey does not reflect my anger since there is no ZERO to be recorded.

I have lived on the Isle of Lewis for the past twenty years and it is only in the past few years that broadband suppliers have realised that there are people populating these Islands. Yes, it's a few years since we only had dial-up but we have a long way to go before we reach the same service more populated areas of "Ha Ha" great Britain.

Where to start...

The TL;DR:
- Customer service that does everything it can to dissuade you from logging an issue
- Misavertised product
- Poor to no connection
- Inability to fix recurring issues.

For those who want a more involved review:

When I signed up for BT Broadband, their website began by steering me towards their Infinity option (30 to 50mb at the time, I think). Then their scan told me I wasn't eligible. I ended up going with the standard broadband package, up to 17mb was the promised figure.
I later spoke with an engineer. He said there is no physical way I can ever get more than 3.

Less than two months after starting the contract I began to have connection issues. The speed would drop to less than half a mb, or would drop out altogether. Whenever I try to call, I am kept on hold for a minimum of 20 minutes, most often nearer an hour. In the first call, they tried to accuse me of badly wiring the phone lines in the house (i'd just moved in and I don't touch wiring) and said that if this was the case an engineer visit would cost £130.
A few words later, an engineer was booked without charge and he later found that the issue was due to a bad installation by the original installer prior to us moving in and due to the pole across the road being overrun with ivy and the box flooded. The engineer spent 2 hours cleaning the pole, fixing the issue.
Connection was fine (i.e. 2mb) for another few months, then started having similar issues. Phoned again, was left on hold again for ages, then they asked me to measure my broadband speed in about fifty different ways, all returning speeds between 0.5 and 0.7mb. They put me on hold for another ten minutes, then came back saying there was no problems on their end, but could I do another speed test. Suddenly, 2.3mb. Draw your own conclusions there.
I am now suffering these issues again, and to top it off they upped my bill three months ago (£33.99 to £41.99) without notifying me. Their excuse... "You would have received an email".
So... bad to unusable connection, poor customer service, a general inability to fix recurring problems and dodgy billing practices.

I am currently making arrangements to switch to Zen. If you like a stable connection and good customer service, then talk to a horse before trying BT.

bt lie about speeds i get...i get kbps...very slow hate it

Fibre speed found to be way below what they advertise. Keeps dropping connection. Expensive when at end of special offer

It's generally pretty fast but does drop occasionally for no apparent reason. Never had to contact customer service so I can't rate them.

Absolutely rubbish service for their customers.I got 2 phone lines for my business which we transferred from other companies and after everything BT said less then £30 per month but started sending us over £100 per month and they can't change it coz they trapped us in a contract.Never ever again in life.

1.5 download speed isn't adequate
What can I do

Worst broadband I've had in my fucking life. You're so shit that it's unbelievable how shit you fucking are. Sort your life out BT you cunts.

Just a warning about BT Infinity, the BT Hub becomes a Hotspot which you can not turn off unless you unplug the hub. Do not be surprised if you find people outside your home downloading porn or terrorist stuff from your internet. You could end up with a knock on the door from the police thanks to you giving access to your wireless. As a bit more of an insult you are paying for the electricity they use as well! BT keep very quite about how "their" hotspots are supplied, not surprisingly. If you are naive enough to have BTInfinity then always make sure your hub is turned off when not in use and enjoy the 6 o'clock knock from the police

I have had a contract with BT for telephone, broadband and mobile (x3 sims)
There is not one day that goes by where there isn't an issue with the broadband and phone, mobiles have been OK but charged for extra data usage (owing to having to use more because of poor to no WiFi service!) I have made numerous complaints to BT and not one has been followed up, I get empty promises of phone calls and although customer service staff are apologetic (I genuinely believe they are, but as for the company, they don't give a monkeys) Every time it rains the service disconnects, you cannot imagine the frustration experienced when I lose my work online or my children lose their homework and have to complete again as the the internet cuts out with such regularity. In may this year I made yet another complaint and was advised to upgrade to "their superfast hub" nothing could have prepared me for how bad this was going to be!! The situation got worse and, as per previous comments, I was speaking to the Indian call centre ( this in itself is a big communication barrier (no pun intended) being Scottish and hearing impaired it was and is very difficult to communicate in ordinary conversation, add someone from Bangladesh and you have yourself a big dilemma!! So I started using the chat service on BT website (my BT) and one (Indian call centre staff member) representative wrote that I would never attain the speeds BT claimed as I was "too close to the exchange " and so I began taking screenshots to prove that BT knew they were selling me services they could not provide! Two weeks ago I wrote to the Ombudsman, I provided them a brief history of my experience and the continued issues and they agreed to look into it. I have heard every excuse in the book but when "Ollie" called me this week from BTs British complaint resolution department he told me that the reason for my connection problems was because of my TV Ariel!! To say I was flabbergasted is an understatement, I asked "Ollie" if he was having a laugh, (obviously not!!) I then told him I have not got a TV and haven't had one for 14 years and that my Ariel was cut prior to my moving into my home ( +7 years ago) Nonetheless he sent an engineer out for three days later, and when I relayed what Ollie stated he burst out laughing, told me that he was taking the pi$$ and he set about installation of a new line and made sure in was connected prior to leaving, low and behold, I still have a poor to non existing connection, best part is Ollie telling me he would recommend an Ariel installation company for me "free of charge" today I received a message from the telecommunications ombudsman to say they are doing a thorough investigation into BT and my complaints and will update me as soon as they have completed it!! Nonetheless BTbare still charging me despite agreeing to STOP taking money from my account!! I would advise anyone considering using the outfit known as BT to do some homework on their services before committing to a contract! I grudge giving them even one star, the whole thing has had me in tears at the lack of understanding, the sheer frustration at giving them almost two years of time to find a resolution and it has been to my detriment. On the plus side there is a service checker on the ifcom website that allows you to check the best service provider in your area, I would advise everyone to use it prior to committing to any contract! BT now refuses to discuss my complaint as it has been escalated to the ombudsman!!

Little satisfaction from BT sales/help; poor service and a prominent disinclination to improve connection (speed and reliablility) when contacted. Having renewed for a year with promises to provide a good service, speed has dropped obviously over the last few weeks. Outrageous.

Just don't do it.

New build took 11 weeks for Openreach to connect. I know some will say its a different company, but given they're BT branded you'd think they could have some sway.

Tried to connect me on 8th August, failed, didn't tell me. Phoned up on 9th, found out about failure, AND an engineer visit they booked which they needed to access my house for.

Got random automated email the following weekend stating I would be connected from the 15th. Phoned up, found our they'd fixed the 'routing problem' offsite... Had booked day off work for visit.

Now connected, but yet to receive the promised call from the complaints department after over a week.

Communication is terrible, and i would not suggest anyone goes near them.

TRYING TO GET BROADBAND IN BEDROOM AS WELL AS LOUNGE. BSOLUTELY IMPOSSIBLE, CALL CENTRE IN INDIA, POOR ENGLISH. BROADBAND SPEED ONLY JUST OVER HALF WHAT IS CLAIMED, NEW SUPPLIER PENING, JUST NOT GOOD ENOUGH.

Worst company going, no communication, if you call they hang up, if you facebook message they tell you to live chat, if you live chat they tell you to call, if you call they hang up or tell you to go online. AVOID at ALL costs!

I only wanted to purchase fibre from them but after hours of going around in circles I gave up and will be going with another provider.

Having phoned by to cancel my broadband because of slow WiFi I was offered a new package which included new fiber broadband. I accepted having told it was the fastest, but had to sign up for 18 months which I now regret as it is slower than the one I phoned to cancel. I complained on many occasions but was told it takes time to settle, it didn't!