BT Reviews

I used to be with BE Internet and moved due to the merger with Sky. Very happy with BT, have the complete TV package as well. No infinity as not available.

I'm on Infinity 2 and am very happy. I get constantly good speeds (70Mb+) at all times.

It's a little expensive compared to some other isps, but the included BT Sport and BT WiFi make up for it.

Having been a BT customer before, and also experienced a terrible service from BT Open Reach I was disappointed to find that in my new flat I am restricted to using BT lines. Resignedly, I went back to BT themselves for my new line as they were offering what looked like the cheapest deal.

My initial appointment dates were set up with the usual 2-3 week lead time I'd expect, but just before the work was due I got an update to say the work would be delayed. No explanation.. Just an email saying my appointment would be moved. By over a month.

In pursuit of an explanation, the next day I spent a farcical few hours on the phone getting nowhere only to finally be told I would be called back with an update within 24 hours. Of course, this call never came. I wasted another few hours of my time following up this non-existent update and was eventually informed that 'additional work outside the property' was required. Fine. I had my doubts, but I sat tight.

Fast forward to the installation date, all was on track and I was receiving frequent updates reminding me to be ready for my site visit! I took half a day off, received my call to say the engineer was on his way that morning, and waited. No engineer. No update. No anything. Back on the phone to find out what had gone wrong. 4 hours later I eventually had my call escalated to a supervisor in the foreign customer service center who explained my visit had not taken place because the external work had only been completed the previous day. On my pointing out how ridiculous this explanation was, the supervisor laughed, and agreed. He went on to promise to contact open reach to expedite my reappointment and call me back within half an hour.

No call. No update.

I was unable to get back in contact with said manager/supervisor on calling again.

Minutes after giving up on the phone I received an email from BT stating that my first bill was available to view online. Brilliant.

I had also struck up an email conversation with another customer support representative, who also promised me various updates, and to his credit actually providing some if sorely lacking in any content or advice.

And then a few days of silence. I couldn't be bothered to waste my time on pointless calls. understandably annoyed and exasperated I forwarded an email to some of BT's CEOs outlining my situation, one of whom promptly responded, elevating my account to BT's 'executive level complaints' team. Presently I got a call from a cheerful and polite representative who offered more verbose, but still nonsensical reasons for the delays - one of which being that Open Reach were no longer fulfilling appointments due to ALL of their engineers working on flood damaged cabling. On the very same day I was told this my sister, living less than a mile away from me, had her lines installed by an Open Reach engineer. Imagine my ire.

Yesterday an engineer visited my block. No update, no call. Apparently he did some kind of work. Later, I got a call from my ELC contact saying that I may receive a further update in a few days time to arrange a new appointment.

Needless to say I'm not impressed, and I can't recommend strongly enough against the temptation to give this company the benefit of the doubt.

Serviceless BT customer 14th December - 18th February and counting.

When things go well, you don't really notice your ISP. I was on BT infinity 2 and when it worked, it worked as well as could be expected. However if it went wrong...

As with other reviewers, I had a very poor experience of having to use BT's customer support. An overly complicated support portal on their web site eventually gives contact details. Trying to get things sorted means being pushed from pillar to post, sometimes via automated services sometimes not, having to repeat your account number/phone number details more than once.

Even their *sales* are incompetent. I tried to sign up via the website (as there was an offer on) and that fell through. I had to complete it by phone thereby meaning I ended up having to pay more than I expected as the offer was only valid via the website, and that was broken! That phone order didn't work and then I had to ring up a *second* time to order broadband. I was then told I had to change my phone number, and then told I didn't and then again told either way will have to wait 24 hrs as only one order can be put through for a phone line and they just accidentally cancelled it.

At this point I lost the will to live. I cancelled everything as I hadn't paid anything, and was assured I was good to go to another ISP. In a couple of weeks I received a letter saying my phone was now with BT and when I rang up I was told I was under contract and it would cost £60 to leave.

The original installation job was botched, and BT Openzone had to come out to fix that. Just requesting this proved to be a mammoth task of finding the right person to talk to, and then put up with a series of communications via text threatening me that if the problem proved to be with my wiring (it wasn't) I'd be liable.

When I did report the fault, all that I got was an email saying "thanks for reporting the fault, we'll investigate and get back to you." They didn't, and I had to chase them by phoning them up.

Having free BT wifi hotspot access is good, but mine stopped working for no good reason and I had to spend time talking to BT support again about that.

Last month BT was the only ISP that had problems to Ubisoft servers (significant if you want to play their games). They denied any responsibility despite it only affecting BT customers. There was no information and no explanation as to what the problem was when it was fixed days later. Other ISPs remain unaffected.

During busy periods, the speed of the line does suffer.

Another reviewer complained that nobody takes ownership of problems when you access customer services, and I think this captures their fundamental problem. Of all the ISPs I've had over the years, I've never had so many problems with any other ISP, and also more importantly never had such a problem trying to get those problems resolved. I had BT for a brief period in the late 90s on dial-up, and they were a pain to deal with then. Amazingly, nothing has changed.

I am paying £200 pounds to get out of my contract early.

We moved to BT a little while ago, after some problems with TalkTalk - specifically because we thought we'd get better customer service. Well, that was a mistake.

The service is pretty good when it works, though. But we're now on our third aunt in the four months we've had BT. There is almost no way of contacting them outside of using their website. Fault reporting seems designed to trip you up (you need to know the account number, rather than simply the usual log-in name and password, which is great if you're on paperless billing and have no internet due to .. er, a fault?). It is nearly impossible even to find a phone number to call them on.

Response time to the fault report is dreadful. Information about it is minimal and non-sensical - and includes a rather threatening statement about how much it might cost if the fault is on your premises.

If you do get to speak to someone, they have no information whatsoever - in fact are plainly in a call centre on a different continent and basically a waste of space.

You get plenty of texts, calls, emails explaining the same information, but that information is still useless.

The most annoying thing is that there are engineers working at the junction box on the street right now, and they were there when the fault happened, but they're still telling us it all be 5 days before the fault is fixed.

Beyond exasperating - we shall be moving our business as soon as at all possible.

If it was cheap I wouldn't mind so much.

I have BT Infinity 2, with which I get a download speed of about 70 Meg. Upload speed of about 12 Meg.
I had no problems with the Engineer install, and have had no problems with the service.
I have to say I have nothing but praise for BT.
I recently upgraded to the new Home Hub 5, and I have to say I am well impressed with its wireless capabilities.
It gives me my full Infinity 2 speeds, wirelessly.
Last week, as an experiment, and to test my new hub’s wireless capability, I connected three tablets, two smartphones and a laptop wirelessly (connecting the laptop with the new HUB 5 adapter), and the main PC is connected via a wired connection.
I streamed BBC Iplayer to all three tablets, and YouTube videos to the other 4 devices, all at the same time. Seven devices in total, with no buffering whatsoever.
I could not get that with the hub 3 (or any other ISP I dare to bet!)
My speeds are consistant, and my Fibre Optic broadband is totally unlimited, with no traffic management.
I speak as I find, and I cannot fault BT.

There is not enough space here to write about all the issues I have had with BT when I put faith in their Infinity 2 product.

Nothing went right from day one...package I applied for online was not reflected in the account set-up and I was being overcharged because they said it was a website error and that offer should have been withdrawn.

Engineer set-up visit was not committed even though I committed time by booking leave from work for their standard 5 hour slot.

The monthly fixed payment plan was a farce. I asked them how much I should pay, they gave me a figure, 3 months later they said there was an underspend and I had to double the payment! Neither the first level admin person or the so called manager could grasp the arithmetic involved which was proved in my favour when I went to standard pay the bill in full every month approach and lo and behold....I was paying significantly less than what they were asking for. The formula they use for the fixed payment plan is deeply flawed

Tech support is useless. No ownership of any issue. No CRM or records keeping as every time you phone, through to India, is like the first time. Callbacks promised but never returned. Generally arrogant and pig headed albeit politely. On one occasion, I was advised there was a fault on my line in my house and I was asked to remove the master socket plate, even though the broadband team had already said the fault was on BT side. Eventually got engineer out who spent 3 hours fixing fault 22m away from our house! 22m! Yet according to one of the techs, it was all my fault and internal to my house. Either the tech is incompetent, the diagnostic tools are useless or a combo of both. You work it out

When leaving date agreed, I got 2 communications. One thanking me for a new line order and the other with the same date advising me to return equipment as I was leaving BT. Naturally I told them where they could get off

They are a huge global leading premium positioned provider. They should be 20x better. They are let down by the most shambolic and incompetent back office function I have ever had the misfortune to call.

Unless you think you will get consistently good service that will never require any support, my advice would be to avoid like the plague

Having been on adsl and adsl2 for nearly a decade, I decided to approach BT to move to Infinity so called super fast broadband. Indicating to them that I am doing this since adsl cant give me the speeds I need (im too far form th exchange).
The sales person assured me that I should be getting a minimum of 40mb out of it.
Nearly a year on and I am on under 10mb, yet paying for a 60mb Infinity package.
Months of being bounced back and forth between different teams and given a whole host of excuses, I have nothing to show apart form lost hours, copious phone calls and stress.
To add insult to injury BT stands behind the good for nothing Communication Ombudsman regulatory body, and say that they do not give any form of credit or refund unless you have complete lack of broadband.
So even if you have a 60mb package but are getting 1mb, they dont have to give you a penny or actually fix anything.
And there support staff, are especially useless and rude. I have been hung up on when they cant get there own way and promissed call backs numerous times yet recieved none.
When things are ok, its great but if you get any problems with BT you will find out just how appauling they are! My advice, there are enough broaband providers out there and most I suspect are better than BT. Dont be fooled into thinking BT is the main company and so provides the best service. In theory it should be true, but in reality it simply is not the case.

I've been with BT for decades. Only recently though has it become exasperating with a mix of a good looking but frustrating web portal access pages (tend to tell lies) and a blame Ofcom (or the customer) overcharging culture.

Here are some my favourite excuses:

"the reason you're being charged the maximum is because you're out of contract and OFCOM won't let us do rolling contracts". Oh so are SKY are just flouting Ofcom regulations then?

"We can't offer loyalty discount on fibre because its a new service". True, but I'm not new, in fact I've been a customer for years; surely that's what loyalty means? That fell on deaf ears I'm afraid. In the BT lexicon, perhaps loyal means pay up.

"I can't do anything about the overcharging, as I don't have the power to give refunds". OK, two months later I DID get the refund - but I had to be persistent; and the words 'as a gesture' did get used..

Its all So Retail, as a certain chat show host might say.

The service does work though. Well after finally agreeing to replace a faulty hub - took just two years of pestering on the phone.

Signed up for 160/20 on 16th May, had 330/20 implemented 30th May for same price £35/month, zero install cost (FTTP not FTTPoD). Quick, courteous service.

Issue with HomeHub v 3 delivered despite expectation that HH4 would be sent... anyway have connected own router anyway. Brilliant speeds, hit 290/300 on Speedtest.net and 304 on BT wholesale speedtest... good for first few days while line 'beds in'