BT Home Broadband Reviews

we have infinity and are lucky to get 10gig speed on a regular basis at times it is as low as 8, that is infinity as BT see it, many hours of complaint on phone it improves for a short while then returns to normal.

Broadband speed is shockingly slow

Experienced static on phone line and internet kept dropping out,so phoned bt Customer service. Gentleman was polite and carried checks and said an engineer needed to call, so told him i would have to phone back with date as we both work. My partner arranged time of so we phoned bt to be told it was an external problem and an engineer would be despatched and it WOULD be fixed by the 3rd/08/2017 so we waited. By the 4th we still had the same problem, so contacted bt again and this time were told could not book engineer appointment as it was an external fault, however when i told them they had already supposedly fixed the external problem they suddenly could book an engineer, finally we thought the problem is going to get fixed, HOW WRONG WE WERE. Today 09/08/17 we recieved a text Message from bt with links so that we can check the equipment for ourselves and if bt send an engineer and find the fault is not there equipment then we will have to pay them
£129.99 for the engineers visit. SURELY THIS IS WHAT YOU PAY YOUR LINE RENTAL AND BILLS FOR, ITS CALLED PIECE OF MINDAT LEAST. Have now cancelled contract and the new company are going to check everything for free(no charge)WILL NEVER USE BT AGAIN.

Have a smart tv and firestick hopeless with my current broadband. Buffers all the time. Exchange is fibre enabled but they tell me I'm to far away a whole 500 yards!! and its a new build with brand new cables! Ridiculous.

Such a bad internet connection, the devices says I have internet yet I have to turn the box on and off for it to work. I have contacted many times explain my problem but never seems to get fixed definitely need to start ooomsing for another broadband!

Moved to BT and what a big mistake. Broadband speed went down to less than 1mb, connection kept on dropping out, totally useless.... customer service is non existent, when you eventually get through to customer service they either put the phone down or cannot understand English and don't listen at all... also if your paying via direct debit they take double payments on various dates and when you come to the end of your contract they add charges to change provider. all of this I have documented proof of... I WOULD NEVER RECOMMEND BT TO ANYONE AND WILL NEVER USE THEM AGAIN FOR ANY SERVICES

I changed to BT from Sky in the knowledge that BT are the leaders in broadband technology. What a mistake that was!! My internet is so bad that it took me 1 hour to lodge a complaint on the BT website. Was contacted by staff who assured me my internet speed is good and the fact that I cannot stream a movie while sitting 10 foot away from the router is down to interference. Told me to get an Ethernet cable and plug it into my iPad?!? I questioned why I never suffered from interference while with Sky and had perfect connection. Staff proceeded to try and upsell me further products in order to receive a satisfactory broadband service. I stated I would not be paying more money and I felt like BT were conning customers and extorting money from them by providing a poor service in order to upsell. The staff members manager was supposed to call me back but didn't.
The BT website is not user friendly for making a complaint and I believe BT are being dishonest with the service they offer. Stuck with them for 12 months now unfortunately, hopefully they'll increase their prices and give me a get out :( worst internet service since dial up!

Our broadband speed here is 0.48 MBS which in this day and age is pathetic.Ive made countless phone calls to BT and nothing has been done except sending out an engineer and he couldn't improve the speeds as such lower power coming into the property.I have 4 children all studying and run my own business from home so we rely on the internet very much.

If I could give a review of less than 1 star, I would. Never in my life have I encountered such gross incompetence. Couldn't care less about their customers and their staff are just awful. My internet wasn't working for 3 months last year, yet I'm still stuck in a contract and they refuse to give me my money back. Wouldn't ever, ever recommend them to anyone.

The worst piece of garbage that I have ever paid for

We were stuck with BT for months. We tried to cancel after the broadband was so slow it was literally unusable, but their customer service was so bad it took many hours and phone calls before they actually did it. At first they just tried to tell us it was impossible

Abysmal 3 Months

Currently stuck with BT at the moment.

Was unfortunately lulled into a false sense of trust and security by one smooth experience with them in the past. This seems like a distant memory now after 3 months of beyond the worst imaginable customer service.

To elaborate on this just a little... our original order for TV and broadband was mysteriously cancelled by one of bt's own staff members and the same individual brazenly called us and suggested we had cancelled it until we were eventually told it was due to a 'supplier issue' and reorderd the package for us. There has been later suggestion that the offshore workers cancel orders and put new ones through in order to earn commission and simulate a sale that they have made... Only they did not put through a replica of the deal that we ordered. It was put through with none of the add ons, with 3 mysterious connection charges adding up to 169.99 (£100 more than the original order), a lower broadband speed than was offered at the time of the original order and at a higher rate of expense. The cancellation meant we had to wait longer for our internet services to be switched on and a lot longer for the TV package to be fixed. Three months down the line we further still don't have the free upgrade to the higher speed broadband package that was on offer when we placed the original order, we have now been declined cashback through a third party because the original order was cancelled and therefore not tracked (this is something that is no fault of our own but sees us £90 down - an incentive behind our choice taken away from us). All this doesn't even take into account the time that my partner and I have had to waste talking to bt representatives, incredibly disruptive to both work and free time. Representatives that call randomly (instead of ant previously agreed times) and make it incredibly difficult to get back in touch with them. I don't think any of them read the notes, we were constantly having to spend time re-explaining the complete mess they had made of it. Very few positives to be said for the process and absolutely no sign of an apology. Our open complaint seems to have now disappeared for a second time and there seems to be no level of accountability being taken - it's as if we are wasting their time.

To top this off, our broadband stopped working 6 days ago. We logged the issue with them and there was supposed to be a three day turnaround. What actually appears to have happened is they have closed the initial log as complete (pretending they met their SLA) and then re-logged the issue themselves at a later date... 6 days on we are still waiting with no internet and no contact from BT.

This really is only the key points and I think I could now spend weeks writing a book on the failings of BT.

I can't recommend due to their inability to provide a reliable service or react with any level of problem solving ability and customer care when things do go wrong. We still live in hope that they show us some respect and somehow turn it around.

Terrible, terrible and worse than terrible. I moved to the UK from the US. Prior tenants had used BT fibre broadband and TV so I contacted them and requested same plus phone. After three weeks of waiting, 6+ phone calls to BT's incompetent staff, multiple nonsensical explanations as to why they hadn't activated my broadband, a visit by a confused BT phone tech who had no idea why he was sent to check my perfectly operating phone line, multiple broken promises and lies in several different accents, no e-mail updates or any kind of return communications from BT (including a BT rep who scheduled a day and time to call me and never did) and their inability to set up my tv whilst the broadband wasn't connected, I gave up. BT is probably the worst company I have ever had the displeasure of trying to work with. British radio is wonderful, but three weeks disconnected from the outside world was too much. Fortunately, Sky for tv was an absolute joy to work with and Zen for fibre broadband was equally uncomplicated. If the B in BT stands for British then they are a national disgrace.

Absolute scum of the earth. When the bt broadband contract runs out they hype the cost up massively and don’t tell you. When you come to renew they don’t give you the same deal as a new customer can get on their website, they expect you to pay more. Absolutely no loyalty. And when you say you want to cancel and go with another company they make it really difficult and put you through to these people who have a really bad attitudes and speak to you like your stupid. Trying to negotiate with the price when all I want to do is leave them and not get messed about. And then they charge you for ending the contract even though its out of contract. Awful experience. I will never go with BT for as long as I live. I’d rather pay more with another company. I would recommend avoiding BT at all costs.

Awful, don't get. My internet has not gone a full day without shutting off at least 3 times. At the moment it is shutting off every 10 or so minutes. Customer service is awful as they haven't a clue what they are doing. In the end after 3 calls we were told to disconnect our phones when needing wifi, disconnect all other electronic devices that require wifi and finally to just "reset it" - spoiler alert none of these worked. They all made it worse and ended up getting rid of our home phones for three days. Don't listen to their offers as they are liars about that too. Joke of an internet provider -_-

As I wasmoving house on 25.07.2017, I contacted BT on 23.06.2017 to arrange to transfer my phone line and broadband to my new address. The person to whom I spoke was very helpful, I was informed that both the phone line and broadband would be switched on 25.07.2017, and the order was confirmed in an email within a few minutes of our conversation.
After about two weeks I began to receive phone calls and text messages from a succession of BT employees, the effect of which was that there were supposedly problems which were going to delay the change-over of my service. They were non-specific about timescales but it was clear that weeks of delay would be involved. Each person to whom I spoke was very reluctant to explain what the problem was. They disclaimed knowledge of the 23.06.2017 order.
They use terminology which frankly is gibberish, but which is clearly intended to confuse and make customers believe that some really serious problem has arisen. When I pressed for an explanation, I was given a variety of excuses, leading to the clear impression that they were simply making it up as they went along. BT's communications with me continue to be designed to confuse rather than assist, and the timeline on my on-line account does not reflect the reality of what actually happened.
I am therefore thoroughly dissatisfied with BT and do not feel that I can deal with them on any basis of trust. If it was possible to rate their customer service and my overall satisfaction with a minus number, I would do so.

BEWARE Beware Beware,
After 2 months they will increase your bill. And there's nothing you can do about it. If you are desperate enough to go with this filthy company, and don't want to listen to anyone's advice. RECORD your telephone calls. Also Beware of the CESSATION CHARGE!!!!! They won't tell you about it until you want to leave then slap £32 when you want to switch provider.. Advise if your already in a contract with BT and are trying to leave them. Tell them you live in Hull, because they cannot provide services to Hull therefore cannot charge the CESSATION charge. I will never ever go with this company or any other company affiliated with BT. Libby Bar and the rest of the cronies should of been sacked a long time ago

BT promise 'up to' 17 Mbps. Speeds can reach between 14 and 16 Mbps during the day but in the evening, when we need it most, it drops to between 4 and 5. I see BT has promised the government it can provide 10Mbps for the whole of the country. BT are as slippery as hell and will take their measurement at the time most people are asleep and in their beds. You cannot trust BT to be truthful.

Less than Uessless we have been waiting on basic broadband to be connected for 7 weeks and been given 8 dates with all being a no show. The house had broadband 3 months ago so must be a simple matter of turning it back on but no not for bt and open reach who now say we can't have broadband at our house. Every other house in the street and terrace has it. I am not happy about the way they treat there customers. Very poor worst company I have dealt with in a long time.

Don't use bt if you can.

Pathetic