BT Home Broadband Reviews

Months have gone by, no broadband. I am racking up huge bills on the BT mobile. Which? rated this as UKs worst broadband and for good reason. No service for months and they want to charge me £450 for leaving when in fact contract obligations have not been fulfilled by BT and therefore the contract should be terminated. I spend hours daily chasing them around the world. Its a disgrace for a company to care so little about their customers and just leave them for months without contact or call backs. Never again

Initially when I started service with BT, it kept going off everyday for a month and when I called BT, the customer service guy tells me that this is normal and happens with every customer. I replied saying, that's a very promising service you are giving (sarcastically) and it kept going on and off through out the year. However, I had to move houses before my end of contract, I called them to ask the charges for early termination and I was told, it would be cheaper to continue contract until end of it rather than cancelling it now, hearing that, I decided to continue until end of contract, but within a week, an email was sent to me saying, your broadband has been cancelled and you will be charged £ 110 ! getting a shock, I called BT services and they kept telling me they had sent me an email that someone else would take over your line (even though there was no communication) Eventually, after loads of arguments, it was decided they would refund me everything as they couldn't provide services in my new house. And here i'm 15 days after refund processing, I still haven't received any refund.

Probably I would never go for BT Services again in my life .Worst customer service.

If I could, I would give a negative rating.

Beware of all BT charges, transparency

Recently advised BT the required 30 days’ notice (not to renew) prior to the renewal date (late August 2017) of the 12 month fibre optic broadband contract.

Although this contract will end after the 12 month contractual period (no early cancellation), I still have to pay the £31 charge for stopping BT broadband, the cessation fee.

On commencement of the contract BT charged for broadband setup, router postage amounting to £56.95 (disclosed and transparent). Normal monthly broadband charges apply (disclosed and transparent)

This cessation charge of £31 was not transparent and mentioned when I took the service 12 months ago and was only brought to my attention when I decided not to renew the BT broadband contract.

Ofcom should enforce that all charges associated with a broadband contract (upfront and cessation charges) are clearly highlighted/disclosed and made transparent in all marketing information by relevant companies offering such services.

People beware, while their initial offer may see great, they do not hesitate in increasing your monthly costs, give you terrible broadband service, take money for something you do not receive and then state you must renew your contract in order for you to continue the support on their equipment.

There are better services out there and would deter anyone from using BT. Too expensive, lie to the customers and basically steal money without consent.

Your choice, but please look at other reviewers, we cannot all be wrong can we?

Avoid BT at all costs!! Overpriced and appalling Customer Service!!

Don't trust them, I negotiated a deal for 12 months, two months later they upped all the prices, I complained and they simply hid behind the small print, disreputable and dishonest is my view of them, worst of the broadband suppliers, it's about time these long contractual tie ins were made illegal

Overall satisfaction? Disgrace. It took 3 months for us to get up and running, multiple engineer appointments whereby the engineer never turned up. Passed between several case managers who failed to deliver on their promises. Tricked into contract extensions. Mis-sold. Fobbed off by their customer services who claim there is no manager. I'm concerned for any business with no manager! No adherence to OFCOM or Ombudsman rights in their call centre. Internet speed is bang average. But not worthwhile given the horrible customer service and inefficient tech support and engineers.

I cannot wait for Virgin to offer their services to all of NI, not just Belfast, because BT will be annihilated. And that's what they deserve in 2017.

The most appalling customer service ever. Our (always slow) broadband crashed during a thunderstorm. We made approx 20 to 30 calls, plus using online customer service. The engineer didn't show up on 2 consecutive days, despite us being told he was booked in. Online service told us it was the fault of our (brand new) router & that it was 'out of warranty'. 4 days work lost, still no solution. Utterly complacent company. Next week we're changing provider.

I have been a BT customer for 23 years, never really had to complain. However if you are considering getting the infinity 2 service let me share my woes with you and perhaps save you a) some money and b) a whole load of stress.

So Sept 2015 I upgraded from infinity to infinity 2 – THE fibre optic network, so they told me. Speeds of 80 Meg! Up load speeds in excess of 20 meg and down load speeds of 75+meg. From day one slower than my previous speeds. With one or two occasions where it preformed as per contract.

Using the Speed test on this page – I began logging the speeds to report back to BT – a few months later, when I was ready – I presented the findings – First off BT refused to accept the data collected using the speed test on this page - so I had to use the BT Wholesale test. Interesting that it gave me about a 10-20% difference in it’s favour against the one here...

So trying to get BT to sort it out was just so frustrating – First off Billing and Delivery will bat you between the both of the groups detailing it is not their problem. Eventually you will get some overworked person in their call centre in Mumbai, who will try and at least give you some proper customer service. Sadly they will fail. If like me you get frustrated enough to flag it to the ombudsman here is where they get you.

First off, their contract is written in such a way, you – as the customer do not have a leg to stand on. You are dealing with a company within a company. BT will front the deal, however it will be delivered through Openreach and that is where the first frustration starts.

The contract then goes on to state that if they deliver ANY service/speed in their books they are delivering service and under the code of practice that is good enough, as they are still delivering a service, therefore you as the customer cannot complain and should you call them out to ‘check’ the line – you will be presented with a further £120 call out charge (IF the engineer does turn up). So, if you like a service that states 80 meg and you pay for an 80 Meg service, yet are happy to have half of that as a minimum, then sign up to the Infinity 2 service, which when one goes out of contract will only get worse!

Do not listen to their customer services – they tell untruths. I was supposedly meant to have my bill suspended pending investigation. They turned my service off, battered my credit rating, gave no contact details and finally presented me with a final reminder stating all sorts of pain and suffering through the courts. Once you are cut off from BT they will only give you recoded messages telling you they will only deal with you once you have settled your bill – the loop of frustration. No human interaction until your bill is settled.

The Ombudsman services have done the best they can – and against an 18 month bill of over £580 paying for their 80 Meg service and receiving less than half the speeds. I got £10 for non turn up of engineer and a ‘Good Will’ gesture of ...£50!

Do yourself a favour and only consider BT as a last ditched attempt to service. Yes after 23 years, I will be moving all my services away from them – Customer service is a word branded about by BT, but frankly I am not sure they know what it means.

Sould be zero stars for speed and reliability. Have had issues the whole 12 months of our contract.

Getting 1.5Mbps (on a good day) when we should be getting 25-27Mbps, usually not a good enough connection to watch BT sport's so we're paying £60 a month for nothing!

Have had technician/engineer visit, house wiring tested, replaced router, all the while having an unusable connection for approximately 6 months straight.

If you can, please, for your own sake avoid BT.

Consistently below 1mp!

Absolute shambles, with just some of the problems being:
* Before I signed up I was told I'd be able to transfer the contract to someone else, which later turned out to be rubbish I was subsequently told that I'd first have to pay off the contract which entirely defeats the point.
* I was told to wait in for the engineer to set everything up, and only to find out after the timeslot (when I called to find out where the engineer was) that it wasn't actually required thus wasting a day of holiday.
* The connection itself would randomly die and take a long time to sort itself.
* Whenever I called about problems with the connection I was fobbed off with excuses, with nothing ever resolved or any of the callbacks actually done.
* The router itself was awful, and sometimes took over an hour (which I timed) to restart.
* There were various hidden charges, such as setting up the phone line, removing it, an extortionate fee for the sub-standard router.
* The price was increased early on in the contract, with the (legally required) notification email either never being sent or being buried in so much spam from BT that no one had any hope of seeing it.
* The customer support is inconsistent, which different people telling you different things.
* I asked to end the contract early as I moved house, but once this was done was then told that I'd be charged extra. I was also then told AFTER I'd cancelled it that these charges would not be applied if I'd just let the contract expire, but by this point it was apparently too late.

I'd recommend people to use ANYTHING but BT.

absolutely useless the speed is clearly incorrect as it is constantly
freezing. When you use a normal line speed test it is very very low and then BT knows you have done it on their line speed so they speed your broadband up. Just proves they can control your line speed and are annoying you on purpose

Useless company. Asked to connect my house when I was abroad a month in advance. Arrived at home to find a letter asking me to confirm installation date. You couldn't make it up, an internet company sending a letter asking for confirmation to connect your broadband. So I had to wait 10 days for them to connect it.
Then after a year I moved house , the dates changed and I gave them 12 days notice that I wished to move the date to 5 days in advance of the original one. Come the original day I'd set and they disconnected me 5 days before our move and would not reconnect me. Disgraceful company. Avoid at all cost.

Cannot ever reach guaranteed minimum fibre broadband speed. Waited 5 days for engineer to call to fix problem. Failed to show. Disgusting service..

absolute scammers

I am new to bt. It has been 3 days since my bt hub has been installed and there is still no WiFi I keep on getting a solid organ he light and a flashing red B.. I have tried calling bt customer services an not only did they take ages trying to solve the problem the hung up on me for no reason. The problem still hasn't been solved... Not happy with the customer service what so ever

BT is totally rubbish they just get you in by saying that they best broadband but not their broadband is average and through out your contract they keep increasing the price, their customer service is absolutely rubbish advisors don't even understand the pricing themselves,adding things on when you call they say we have sent you email about all price, why not explain them when people call. In my opinion everybody who reads my review don't go with them or at least make sure %100 of everything don't go on their word!

I believe BT as a company borders on the criminal. Their system is to manipulate their customers into believing you are their no 1 priority but this could not be further from the truth. I was coerced into signing a new contract with BT in order to get a new router and and fix the ongoing very poor broadband which constantly drops out. Once the contract was signed there was no end of excuses and mistakes made by BT until I ran out of patience and am now having to take legal proceedings against them. They are without doubt the worst company I have ever dealt with and do not recommend anyone updating their contracts. As long as BT has a monopoly on the lines we as customers will continue to face this nightmare situation of dealing with bt!

delayed my installation but did not let me know, no letter or phone call. just been on the phone for 45 minutes, 4 different departments, no progress. AVOID