BT Home Broadband Reviews

The internet itself is amazing the customer service stinks once you are a customer. Very helpful when you want to sign up but but once you are a customer they don't want to help you.

The bt internet is the worse i ever had i will never recomend it.Every 10 minutes it turns off by itself and you have to wait about an hour for it to start again.When my contract will end i will 100% go look for a better company and trust me the is nothing much worse then bt.The wifi is so slow that i rather walk to starbucks which is about an hour away from my home then wait for my internet to
load.Also the internet is so slow that i invited my granny for a cup of tea however she lives 2 houres away from me gues what she came just before the internet came back on again (shes 83 and she walked to my hause)

still very slow but 8 miles from nearest exchange what else can we do?? Take what we are given I suppose

I signed because of 100 pounds prepaid MasterCard, which I have never received, when I tried to contact the customer service by email they said that they couldn't help and I need to call to the customer service. So I called, I waited 20 minutes to get to somebody just to be put on hold for another 10 minutes and then picked up by another member of staff that also put me on hold for 10 minutes. I waited 40 minutes to find out that my prepaid mastercard was not claimed and that they send me an email with instructions on how to claim it that I have never received. I am really dissatisfied with their attitude towards customers. Never again.

Terrible, switched over to bt from sky hoping for fast and RELIABLE Internet but reliable is not what I have got. My bt hub keeps going into oranger flashing lights at random times, stopping me from watching something other doing my work which is extremely annoying... it's just a pile of rubbish and am getting very annoyed by it... BT need to fix up

Dont get it. The speeds terrible, I cant watch vides on my facebook because its so slow, I cant have more than two tabs open because it makes it too slow to use at all. They've ramped my bill right up to 40 pounds per month and that is not fibre optic! no phone landline used to make calls either so to have to pay that amount for the diabolical speed and service I am getting is completely unacceptable.

infinity 2 capped by BT at less than their guaranteed speed. Foreign people on chat have no idea and send engineers to check internal wiring when they say it is external fault. Price is 50% dearer than some other providers and as a loyalty offer they want to charge £5 more than I am already paying.

Previously with talk talk, after having my bank details leaked by them and the shocking customer service I decided to switch to bt fibre.

Called up and ordered, they cancelled my contract with talktalk on my behalf and even paid off the rest of my contract. Engineer visit took almost 2 weeks to come out but apparently I lived in a high workload area which is fair enough.

The speeds I get are brilliant, I get 71mbs with a cable and right now I'm sitting in the garden (3 rooms away) and getting 51mbs wireless speed.

I did have an issue with my phone line and when I called up, they found the issue straight away after a couple tests and sent an engineer to fix it.

I couldn't recommend BT highly enough!

They've been great

It's hard to know where to begin summarising the standard of service I've received from BT recently. It seems like I've been battling their total lack of competence since the dawn of time but I'll try and cast my mind back to what was a much simpler time in order to recount the full sordid story. To begin with I received a bill which charged me an extra £66 for 'excess broadband usage'. I called to query this and was informed by a delightfully self righteous woman that this couldn't be a mistake (I wish I could track her down now to point out the irony of this statement) and that there was no way of removing it from my bill. Not to be off put, I cancelled my standing order and raised a complaint in which I challenged the charge and asked for it to be removed. A week passed, no response. I called and was told somebody would be in touch. Another week passed by, the silence remained but alas my services did not. They were disconnected and ran headlong into the abyss from which they are yet to emerge. Eventually I received a missed call from BT while I was at work but no voicemail with a number to ring back on. The same thing happened the next day and then despite numerous phone calls to the main customer service line on my part I couldn't get through to speak to the complaint handler, who remained as elusive as Ronnie Briggs in the 80s. 2 months into this fiasco I was informed that the complaint had been closed, BT in their infinite wisdom clearly believing that when I stated their customer service was 'worse than being homeless' what I actually meant was 'I am happy for this to be withdrawn without compensation or resumption of services'. I'm sure we can all spot the similarities between the two comments. Finally, a week later, and with my desire for a move to a pre technological village in the Amazon rainforest growing stronger by the minute, BT accepted liability for the mistake and agreed to waive the outstanding balance on my account. Remarkably, the BT customer care machine now went into reverse and having excelled at providing a level of service even the mass murdering General Pinochet would have found disrespectful, they started falling over themselves to make it even worse. First I was told my services had not been disconnected but cancelled outright which meant I would have to be treated as a new customer and would be charged a £40 installation fee on top of waiting a week to be connected. Likening this charge to an assault victim being head butted at his own compensation review meeting I succeeded in having it removed (I stopped short of throwing a celebratory street party). I was then sent a hub. The hub was in fact the wrong kind. I was then sent another hub. The new and improved model did not work. Eager to play my part in resolving this omnishambles I took a day off work in order to wait around for an engineer to come and identify the problem but in a rare moment of oversight on BT's part the appointment couldn't go ahead due to 'insufficient resources and a heavy workload'. in a display of gratitude which touched my weary soul they decided to inform me of this 30 minutes after the 5 hour window for the engineer's arrival had elapsed. And so here we are. I'm now told another appointment can't be scheduled until next week and just so I was in no doubt about my own role in this farce, I've just been reminded by text that if the Internet fault turns out to be the result of the wiring or phone socket in my house then I will owe BT £129 to cover the cost of the, as yet untraceable, engineer. Fair enough I'd say given the way they've nurtured me through this difficult period with the care and attention of a first time mother. I may one day be connected to the internet again. Or maybe by that time the Internet age will have passed us by. Either way, BT are a joke. Avoid them at all costs.

sometime is good
but normally very slow, very very slow and unstable

Quite frankly - a very poor overall service with support staff unable to answer the most basic of questions. Fault response - expect 24hour delays even when dealing with business accounts. It's honestly disgraceful how BT can monopolise the internet hardline service with no real comeback on poor service.

I hate the fact that you enter into a 12 month contract with them at a fixed price and they unilaterally decide to increase your bills by 10%. Because you are in a contract with them there is nothing you can do to get out of it other than paying the excessive early cancellation penalties. I can't even cancel after 12 months as they say you need to give them 30 days notice but that if you give it to them before the end of your contract they count this as your cancellation date and charge you for the equipment under early cancellation effectively holding you hostage. Bunch of thieves!

AVOID, terrible router. Terrible customer service.

I have a faulty BT Home Hub 4.0. I was persuaded to switch to BT from Sky by a sales person. Sounded great. The reality is different. I was sent a faulty BT Hub 4.0 - the hub they send as standard We can’t connect to it wirelessly for longer than a couple of hours. It disconnects regularly and struggles to reconnect once disconnected. This is when we are sat in the same room as the router.

The internet connection coming into the house is fine, we know this as it was a perfect service when we were with sky and they use the same broadband lines. We know the internet connects with the router it’s the wireless part of the chain that is the issue. The BT router is in exactly the same place as our sky router used to be and we are using the same devices to connect to it. The only variable that could be causing the issue is the router. There are thousands of complaints about fault home hub 4.0 routers online. Wish I’d researched before switching from sky.

After speaking with customer care I was told “We don’t guarantee a wireless service, we are an internet service” which was such a kick in the teeth. Of course I thought I would have wireless when I agreed to switch my internet provider. “Our systems are showing the HUB is not faulty”. Of course from BT’s end everything looks fine as they know that internet is coming into the house and reaching the router. It’s wireless part o the chain which obviously BT can’t test from their office. We are not getting sent a stable wireless signal from our faulty router and we can’t use the service properly as a result.

I asked for a replacement Hub, they said no. “We can’t send out a free router”. Terrible response. I said due to the hub 4.0 complaints.

We are completely unsatisfied. AVOID. Go with Sky always.

THE UPGRADE THAT DOWNGRADED MY BROADBAND.
Upgraded my Broadband from 13MBS to the fastest available in my area 22MBs. When the switch over day came broadband down to 0.2MBs!!!. Engineer came out to check what is wrong. I have been put on an old telephone line that is 11Km long, instead of the 2KM one that went to a local fibre cabinet that I was using before. I rang BT and they say I was always on the 11Km line the engineer has tested your line and there is nothing wrong with it!!!! I could never have achieved the 12MB speeds I said. I told them I had a VDSL line before and now I am switched to a ADSL line. They do not even know what I am talking about. They said what is VDSL?. 5 hours on the phone and am no closer to getting their big mistake fixed. Wish I had not bothered trying to get an upgrade.

I've just changed my broadband fibre package from talktalk to BT Infinity & TV. The change over was on the 17/05/2017, BT kept me informed as to when the Hub ect. would arrive, & that my landline phone would be disconnected for a while until they reconnected it.
I set the infinity Hub & youview up myself & when I turned them on we were up & running, so I connected my smart TVs & computers & everything is working perfectly. So far I'm well impressed.

Renewed 12-month contract with BT to maintain the discount. They said everything would be the same except I could expect slightly faster broadband. When the new contract started the Broadband stopped working and I am left with a flashing DSL LED. Called their help desk and was told I needed to wait 48 hours before the service would start working and they were going to do nothing in those 48 hours to help. Children were off school for study leave had to take them to the local library so they could study. I work from home and had to sit in my car at a local car park and use my phone as a hotspot so I could work as the 3G is useless where I live. After 48 hours still no broadband. Called the help desk (it sounded like a call centre in India) they said I needed to stay on the phone while they tested the line. During the test the line went dead and I was left with only the dial tone, they did not call be back. After hours of waiting I called again and explained what happened. They looked at the notes and said I had put the phone down on the support parson during the test so that’s why they did not call back! They then started querying how I had my name spelling on the account name saying that is not how my name should be spelled. They also had my house number wrong in the system they were now using they had everything correct except they had the wrong house number. This support person was extremely rude to me (it sounded like a call centre in India) They tested the line and said it was fine I must have done something to stop it from working. They were unable to help and were even describing the hub and open reach modem incorrectly telling me there were not the ports on it I was seeing. They said they would send out an engineer to have a look. The following day I looked online when I was using my phone as a hotspot and on the BT site, the fault said it was fixed. I called them again and was told to stop calling them! they were dealing with it!!. I called them the following day to confirm an engineer was coming as their website said there was a fault and when I clicked on the link it said the fault was fixed, they had a look and said they could not see any appointment for an engineer. I asked them were they sure. I told them when the engineer was supposed to be coming and they then said they could now see the appointment. So far no broadband or engineer. I have spent countless hours waiting it queues as their automated system says we are extremely bust at the moment. The children have to keep going to the library to use broadband as their homework’s are posted on Show My Homework website. I cannot do my work properly I need to keep going out in my car to find a good 3G/4G hotspot. I told BT I worked from home but they are doing nothing at all to help me! I would advise everyone to avoid BT at all costs they are a nightmare to deal with.

We mostly see negative remarks against BT. I have never had a problem with the service received. I especially enjoyed the service received from an agent called Alden who called me regarding the BT Cloud Voice Service for my business. He did have a slightly foreign accent but good nevertheless. Keep it up guys.......

BT
Receiveing a very poor service
I ordered phone line and broadband with BT and
BT OutReach installed services yesterday but have no broadband.
After 6 hours on the phone i have been given an other 48 to 72 hours to fix.
Very bad service

BT unable to complete my order, been waiting over a month.
BT claim they initially made the wrong order and failed to inform me the order was cancelled. Only found out of the issue after calling BT to ask when will the engineer arrive, they claimed they never put it through even though they sent me email confirmation of the order and when engineer will arrive to set up the box.

Later they claim they need to re order the package and will receive a call from one of the advisor confirming if it's completed. got a call to say it's now complete and will be ready next day. This went on for 4 days after which BT claim the advisors did not take correct steps as there are issues with Open Reach. So now been told I have to sit tight and wait until someone gets back to me. Absolutely speechless and so frustrating, this is the second time it's happened to me. First time I waited 6 weeks so eventually decided to go with a different provider, this time I don't have any choice as it seems BT are the only providers for Fibre.

Absolutely terrible service and the customer service is laughable,actually while trying to reduce package got cut off on 4 seperate attempts so decided on the 5th to end with there shambolic service