BT Infinity Reviews

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★★☆☆☆
2.1 / 5
29% of users recommend this
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  • Reliability

  • Customer Service

  • Speed Consistency

  • Value For Money

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BT Infinity

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Latest Reviews

★☆☆☆☆

“Bt 80:20 Infinity”

Written on: 05/08/2014 by LeylaMorris95 (1 review written)

We decided to upgrade from standard bt broadband as monthly package was the same / slightly more as we were otherwise paying per month . Oh dear what a mistake - the first month nothing could be done as line wasn't set up . But we had the instalation done on the second visit as we were not wanting to keep having days wasted waiting for engineer to come out and be told the same again . the guys from open reach were fantastic . Waited for line to go live few more weeks passed . When was set up… Read Full Review

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★☆☆☆☆

“Rubbish Service 15 years a customer ”

Written on: 04/08/2014 by gerrylondon (1 review written)

Shocking service, after 15 years a phone, broadband customer paying £300 a quarter I wait all day for an engineer given the shockingly poor broadband and then they fail to show. Excess not enough resources!! Rubbish company… Read Full Review

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★☆☆☆☆

“Overseas Call Centre, Script reading, treats you poorly”

Written on: 14/06/2014 by csgohan4 (3 reviews written)

Used BT Infinity for a good 18 months, Reached speeds initially of 60mbps however about 12 months in, things started to go wrong with speeds limited now to 20mbps. Customer support adamant my speeds are about 60mbps, I am not a computer noob and they won't listen. Cancelled and not happy paying for a fibre optic line and getting ADSL speeds… Read Full Review

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★☆☆☆☆

“BT Infinity Knightmars”

Written on: 04/03/2014 by dconnell62 (1 review written)

I order BT Infinity on the 14/02/14 with Phone and was told the activation date will be the 28/02/14. On Friday 28th my Phone line was switched across but was told on the website there was a delay on the broadband. After waiting all weekend with no contact from BT regarding this I called them to get a update and was told: That the issue was at the exchange and a engineer will fix the problem between 1pm and 6pm on the 4/3/12. I thought great........ At 1pm I check the website to see if it… Read Full Review

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★☆☆☆☆

“terrible customer service”

Written on: 18/02/2014

BT disconnected our house from the telegraph pole in error and took two weeks to resolve. Terrible customer service on the phone - told the problem to 5 people over the course of 90 minutes. Would NOT recommend… Read Full Review

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★☆☆☆☆

“Slow broadband, terrible customer service - Don't bother”

Written on: 27/01/2014

I returned to BT in Jan 2014, as I was fed up with my slow broadband. Having previously been with BT and not happy with the service, I was nervous, but thought that it would be worth it if my broadband speed improved. I set up the hub which didn't work. Rang BT and spent 2 hours on the phone while the adviser talked me through various ways of getting it to work. At the end of this call, I was told that I needed to buy a dongle or a new laptop as mine was not powerful enough to receive the… Read Full Review

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★☆☆☆☆

“Great when it works - worst call centre customer service”

Written on: 12/01/2014

Broadband and phone line went down on Christmas day. Phoned the Asian call centre. After twenty minutes of negotiating the awful B.T voice recognition directory service. Call centre staff accidentally hung up on me. No call back despite them having my number. Thirty minutes later eventually through to BB team. Engineer booked for 8 days later not the three days they say they will get to you. Due to weather and Xmas period gave them the benefit of the doubt. A neighbour of mine then happened to… Read Full Review

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★★★★☆

“Works well if you are already a BT customer”

Written on: 30/12/2013

Having never been exactly an ardent fan of BT (engineers are always efficient and competent, customer "service" stinks like a beached whale in the tropics), I did this with trepidation. To my surprise however, and mainly I guess because you do all this on line and then conform to their time-table, everything worked when and as it should. Since installation, all has worked more of less fine all the time (couple of minor interruptions, but only for very short periods) and is remarkably… Read Full Review

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★☆☆☆☆

“wish i'd stayed with sky”

Written on: 21/12/2013

The worst service ever. took between 4/5 hours of phone calls to set up bt broadband. Each time i spoke to customer services they assured me the problems were sorted, each adviser blamed the previous adviser… Read Full Review

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★☆☆☆☆

“Wish i had stayed with sky”

Written on: 21/12/2013 by ang123 (0 reviews written)

This service has been a nightmare from day one.Taking between 4-5 hours on the telephone speaking to different people each time i was assured the problems were sorted, just to find they weren't… Read Full Review

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★★☆☆☆

“Fast - with a cable (sometimes)”

Written on: 28/11/2013

Was advised in April that 'upgrading' (if that's what you can call it) to BT Infinity would be the most cost effective way to increase my broadband usage from 10GB to 40GB. Before the upgrade: loading time for a page to appear was within a about second. Now: it seems to take ages and often says 'not responding' before page appears. Skype is reportedly also much worse. Formerly: a couple of log in's per discussion. Now: having to log in six times which is well above average on the old BT… Read Full Review

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★★★★★

“BT INFINITY 2 GREAT FAST UNLIMITED BROADBAND”

Written on: 09/10/2013

Sales person was truthful and knowledgeable about BT Infinity 2. Engineer arrived on time and set up connection professionally and quickly. New line in was free (usually £130) Engineer visit was free (usually £45) Superb broadband genuine unlimited without traffic management (unlike virginmedia) 73 Mb/s Download and 16M/s Upload solid night and day. BT sport included free, I stream it from PC to TV. BT SmartTalk useful. Similar to Skype BT WIFI useful on both phone and laptop when out and… Read Full Review

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★☆☆☆☆

“Atrocious ”

Written on: 09/10/2013 by Kaz12 (1 review written)

If I could leave less than 1 star rating I would. Nothing but problems since we first ordered the broadband. Made an order and gave an excuse of my DOB being incorrect to which when I rang to see what the problem was and confirm this, it was the correct. So apparently I dont know my own DOB. Once all confirmed, I had to take several days off work as I was given three days when the engineer would arrive. However the day on both occasions that I had taken off they decided to call me and say… Read Full Review

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★☆☆☆☆

“Are you a business? Wait an infinity for infinity..”

Written on: 11/09/2013 by Sickov_Anti-service (24 reviews written)

There are many businesses in the Basildon area and most if not all of them are desperate for improved broadband services. Although the supposed local exchange is some three hundred YARDS from our company (and impossible to find!), the speed is amazingly slow - 1mb claimed from BTs bb test page and less in reality. So can we have fibre? No. The exchange was fibre enabled at the beginning of the year, but as yet still nothing. We have registered interest with BT and our own provider, but still… Read Full Review

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★★★★☆

“Good Quality Broadband”

Written on: 15/05/2013 by AndyN85 (1 review written)

I've had no issues whatsoever with BT Infinity over the past three years, even when I moved house and upgraded to better connectivity. I've had replacement routers, and installation in a new build property - all done promptly and with a minimum of fuss. My only qualm is the quality of their overseas call centres, but I've not had much cause to deal with them… Read Full Review

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Poppymoon21's Response to AndyN85's Review

Written on: 28/06/2013

I agree.
Apart from the language barrier, there is no initiative used and any help given is basic and laboured.

Most of the time is spent repeating your name and fault to no avail.

I feel they are reading from script, and are reluctant and reticent about giving any concessions that the customer is fully entitled to.

As my BB infinity speed has jumped from 9.5, to only 10, rather than the stated 8x plus speed,, naively I expected resolution.

When I explained that it was due to their poorly maintained equipment and my line was submerged in water, each time it rained, they offered to send out an engineer. I refused this as each time they come into my home and charge me £125.
I explained, that it doesn't rain in my home, when all they need to do is suction out the water in their external sub station. Whereupon, she (in India) asked me to hold. She returned 15 minutes later, then promptly cut me off, falsely claiming she could not hear me.
Thus the Indian operative , added insult to injury.

BT is great as long as all is running smoothly. You really get to experience the calibre of a company when things fall apart.
In my case poor/ low/ no maintenance is costing me dearly. Rip off Britain at its' best.
When I phoned sales to complain - who couldn't help - they said India had written the fault off and no further action was necessary.

Even though I stated I was getting a rough deal, they said it was more than their job's worth to comment as all calls were monitored.
Thus proving that the POWERLESS customer is not their priority.

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★★☆☆☆

“Connections drops, abysmal customer service”

Written on: 15/01/2013 by Linnie1952 (1 review written)

The biggest problem is that the connection drops. Sometimes 6+ times a dy. you never know if it will be for 1 minute air an hour, it can go for weeks without a problem and then outages for no obvious reason. Customer service is hopeless. Hard to understand as they use the dreaded call centers overseas. They can rarely solve a problem. The up side is that you can go for weeks with no problems with connectivity. And the price is good… Read Full Review

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★★★★☆

“BT Infinity Option 2”

Written on: 10/01/2013

Install took about 30 minutes, engineer calls beforehand explaining he will be working on the cabinet before coming to your house. Another 'white box' Openreach branded modem is installed near your main phone socket in addition to a BT Home Hub 3 and they are connected together with a single standard ethernet cable. I needed my hub 3 metres away from my main telephone socket where the Openreach modem is connected to so I made up a standard ethernet lead and installed that before the engineer… Read Full Review

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★☆☆☆☆

“BT Infinity installation fail”

Written on: 29/08/2012 by Chimchima (2 reviews written)

I currently have normal broadband but wanted BT Infinity 2 as it promised much faster speeds (65mpbs instead of 10mbps) and my normal connection to the internet kept on dropping. I obtained a MAC code from my current Internet provider and once it arrived, ordered my package online on 14th August and was given an install date of 29th August between 8am and 1pm. In the lead up to my install date, everything checked out; both online and over the phone. Even on the install day (today) I was being… Read Full Review

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★★★★★

“My oh my its quick! Very happy so far...”

Written on: 27/07/2012 by rolandratty (4 reviews written)

Hi guys,had the BT Infinity installed today and have got to say how impressed i am with it. I am recording dowload speeds of 35 mbps and upload speeds of 16mbps at 5:30 pm! This is about about 4 times quicker than the global average. I was having nighmares with the old hub (2) as competing signals where causing it to drop out big time,since changing over to the BT home hub 3 this has since stopped. All in all i've been happy with the service i've received,the engineer took about 50 mins to… Read Full Review

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★★★★★

“Brilliant ”

Written on: 04/07/2012

We had this installed a few weeks ago & for years we had sky broadband, the BT leaves sky for dead. This is great & is so much faster… Read Full Review

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