written by Livia374 on 03/01/2018
We have had a nightmare with BT. Where do we start? The vastly expensive contract we believe we were missed; the internet that rarely worked... the incredibly poor customer service that wasted hours and hours and hours of our time... and frankly made us want to slit our wrists. AVOID.
written by Honda123 on 29/10/2017
I ordered BT broadband and BT TV. It’s arrived on time . I received sms from BT stating that the broadband is ready from 27th Oct, I came back from work and trailed, it didn’t work. I contacted customer service they told me that they will arrange an engineer but I have to pay if the fault in customer site. I asked them what happen if the faults in BT site? Will I get pay back? They told me that they can’t do anything, so I trailed it my self and found BT is sent a doggy filter and wrong setup top box. Watch out who you talking to in customer service, they all are unskilled ppl. BT sent non recordable setup top box and doggy filter. I stayed with out broadband for a day and now I am waiting for the recordable setup top box. I am going to cancel BT once the contract is expired
written by LuciferMorningStar on 09/12/2016
Firstly the superfast smarthub failed to connect as the "working" line was broken and i had to wait 2 weeks for an engineer to come and repair the external cable to the house. Then the smarthub itself stopped working altogether and had to wait for a replacement to be sent. To be fair customer services were always helpful even if they were not so knowledgeable. I pay around £60pm for "superfast" broadband and basic telephone package which i think is shocking value for money.
written by Rochesg195 on 18/07/2016
Just don't do it. It is hard to answer some of the questions like 'speed'... it appears to be so so fast it bypasses my house. The customer service is awful... just awful...
written by on 11/07/2016
Shocking speeds. If you test your line speed then yeah it will show as one of the fastest available on paper. But they throttle so much that as an example with one PC connected to our infinity fiver it will struggle to play YouTube clips without majorly buffering. Switch to 3G phone network and no buffering will occur. It's help desk is shockingly bad and does little to help with anything. Just read off their computer screens and always tell you to do the same checks even if you state you've done the same checks multiple times. Do not get would be my recommendation. Oh and my last fault report with them was logged on one day and they set up a call back to discuss the issue for 11 days later!!!!! Great service!!
written by on 30/06/2016
Had BT Infinity 1 now for 3 months, moved over from EE4G as I could only get 4.5Mbs download speed from them although I was paying for 38Mbs. I was promised a guaranteed minimum of 23Mbs when I placed the order with BT, I took the 38Mbs package and I am still only getting 4.5Mbs download speed and if I move 15 metres away from the Hub I lose Wi-Fi. I have phoned up twice now and was initially told that they had done a reset and that I should try it for a couple of weeks and that there would be a great improvement, there wasn't, today I am told they are checking all the lines and to try it for another 10 days and it will be fine then. I'll have to wait and see.
written by 123Hamilton on 21/05/2016
What can I say, £78 a month for the worst internet experience I have ever had, promised 75mbps minimum but I didn't realise that meant every now and again! actual speed is anywhere from 0.75 - 77mbps but drops out all the time. Hours and hours and hours wasted speaking to people who have their own version of the English language, oh and its my fault I can't understand them, fobbed off with try this, try that at every opportunity! told the kids have to turn their gaming stations off if I want to stream something!! what a joke!! Food for thought... If a service provider was capable would they need to lock you into a termed contract?
written by 420Bowers on 30/04/2016
Complete rubbish for the money!! Incredible picture loss ALL the time!! Don't waste your money with BT. They don't care!!
written by Camila80 on 24/02/2016
I have subscribed to BT-wifi for over a year now. It was the only way for me to be able to get affordable online access as I dont have a landline and I can't really afford broadband. I pay £15 per month and it's a contract. Should that mean that I constantly suffer not being able to actually get online? I am constantly finding that when I try to log in, or just after I log in, that I cannot actually access any web pages. I get all sorts of errors - ERR codes, Authentication errors, No internet errors, etc. - and I've spent HOURS trying to fix the problem given BT have denied it's their end. When I know it is their end. And it lasts for DAYS most of the time. In January, BTwifi were down for 7 days - and almost exactly 7 days, which I find telling given they must have shut it down for one week for maintenance - only they did not tell me this - they tried to say the issue was my neighbour must have switched off her router. Right. For 7 days. My issue with the BT wifi team, apart from wholly unreliable internet, is the attitude of the Technical team when I phone. Normally they never admit to the issue being their end, when it is. They try to first tell you it's because there's no hot spots where you are - even though there are many where I am. And they basically tell you that it's your fault - you CHOSE this package so YOU can suffer it. They then try to get you to upgrade to broadband, which is around £35 per month, more than double. And that's the cheapest, or so they say. When I checked out prices online, I found other deals, with BT, that were cheaper than £35 a month - but these deals they didn't tell me about by phone and this AFTER I told them I had to live on a very tight budget. Shameful. Anyway, from yesterday morning, they were down again. All day, and all night. I phoned several times. First, they tried to say that nobody else was having that issue, when they later admitted that this was a "known issue". Second call they admitted that the issue was probably their end, however they said they had "no idea" when it would be resolved. I asked for more details of the problem. They said they "didnt know." I asked what areas were affected. The reply "I cant confirm that." I then asked could they notify me when it was back up, given I was checking every half hour and it was soul destroying. They said "we don't have a facility for that." I phoned another time late at night, got through to a woman who immediately refused to listen to me - talking over me, not listening to my questions, not answering them properly cos she wasn't listening - and no useful answers at all. Initially she insisted that I was the "only caller" complaining of no internet access. She then put me on hold for two minutes and came back and said that in fact other people had the same issue. When I raised my voice with her because of frustration over this, she scolded me not to shout at her. I then calmly told her that I wouldn't be so frustrated if 1) she listened to me and 2) their internet was working and I wouldn't have had to phone in the first place. NO reply to that one. I asked her if BT prioritised broadband customers - meaning that people like me were being treated as low priority. She denied this. Apparently BT just have simply no idea what's going on when the wifi goes down, and it seems to go down more than it should do. And it seems to take them AGES to fix whatever the issue is. I mean, come on, BT. Are they all on coffee breaks, off work, or just not very good at their jobs. They advertise this service as reliable and perfect for business people travelling in hotels, etc who need to be online. Well, this last experience has probably cost me a job now because I was supposed to have an interview via Skype but have had to tell the employer that my connection is now highly unreliable and that I won't be able to do this from home. It should be far, far better than this. BT seem to adopt at attitude that this service is free - it's NOT free to people like me I am paying monthly for it, and they just take no responsibility whatsoever when the problem is their end - you are just out the money with barely an apology. This is 2016. There should be reliable internet in the western world by now. But this service feels like you're back in 1992 with a dodgy modem. Avoid if possible - they also seem to have terrible reviews for broadband.
written by Daithi_1 on 01/09/2015
It would be great if I could evaluate the service however despite having paid for it upfront, still no service! a month later.
written by darlingi on 12/07/2015
I try to use BT Infinity broadband and BT E-mail, but usually end up giving up! Loading speeds with my BT "Wonderhub" are slower than a valve-powered TV, I have to wait until I get to work where there is a proper superfast connection. BT broadband speeds are shameful, but probably deliberately so to make me pay more for a proper connection! And why can't they be contacted by E-mail? Phone Mumbai about internet/E-mail - I suppose you have to E-mail them about phones? Please, please, please Virgin cable where I live so I can get a proper fast service. BT are a total waste of time, and money. Buying some pigeons to send messages would probably be an improvement! BT - B****y Trash! AVOID AT ALL COSTS.
Written on: 01/12/2015
I can't even get the thing even though all my neighbours can! BT have no idea why and I did manage to email them but as you mention it goes to India where some bloke keeps ringing me to tell me he is here to help but does nothing.
Eventually demanded he put me through to the UK today and after more than 8 calls I have got nowhere. They still can't actually say why I can't get it but everyone else in my road can. I live in a village that won a competition to get it back in 2012 yet still not for me it seems. Did get them to discount the dire service I get by threatening to leave and the good news is they tell me they are sacking the Indian brigade and bringing everything back to the UK!!
written by marc64 on 07/07/2015
I was going to move my broadband provider over to BT . But I have now gone with Virgin media,The reason is they are the worst company I have ever dealt with . There call centre is now in India, so I had to repeat my details 5 times on virtually every question so in the end I was using the phonetic alphabet to get them input my details correctly. I am so dissapointed with BT as I always thought they was a reputable company, (I HAVE BEEN PROVED HOW WRONG) Also they never return your calls to rectify the problem and all they do is blame everyone else for there incompetence.YOUVE BEEN WARNED
written by RICHARDHUGHES1001 on 15/06/2015
I have tried to up grade to BT Infinity as it has finally arrived in our village. But I did not realise how near to impossible that it would be. I tried calling through to sales and after a mangled conversation with a computer I got through. The young lady was unable to help as there was an error with the system. I was asked to call back on the same number but select another option. I got through to a young lady who was extremely unhelpful. She told me she could not access my account and I would have to call back between 9-6 to another number to sort out my account. I refused as it was their problem not mine, the times were not convenient, and I am the customer wanting to spend some money so they can call me back. She refused to do anything saying I had to call her attitude was not helpful at all. She even laughed at me as the conversation progressed. I asked to speak to her supervisor, who I was informed was not available and that there was NO ONE in authority to speak to in a multi billion pound organisation like BT. After some persistence on my I was put on to her supervisor, who up to that point was not in existence. Its amazing how often you are told there is no supervisor and after some pushing they find one.I was informed by her that they were supposed to deal with the upgrades only, but if there was a problem there was no way they could communicate with BT direct and get the customers problem sorted or have any one from BT connect the customer to resolve the issue. I find it absolutely incredulous, that with a company that's sole purpose of business is communication, has the total inability to communicate with its customers or even more so itself. And there is no excuse that this part of the company does A or it has been outsourced to company B. Just to show you how much BT thinks of its customers it advertises its infinity 1 at £23 per month to existing customers, but at £12.50 to new customers. I ask you what do you do with a company that holds its customers in such contempt as that?????????????? I suggest everyone vote with their feet and move to one of the many alternatives out there. I shall let you all know if I hear anything from BT, and I will not make it hard for them.
written by whitnells on 22/05/2015
Moved to BT Infinity from Sky's std broadband. Expected big increase in speed. None noticeable. Current connection speed averages around 20 Mb with download speed similar and upload speed around 4.5 Mb, as confirmed by BT's own speed checker. No remedial action provided by BT - despite spending a few hours on the phone. Perhaps the worst aspect of BT's service is that when we requested a full investigation of the problem, we were told this would be possible only if we agreed in advance to pay £129 for a BT engineer's visit if they decided that the reason for the slow speed was somehow our fault - even though their engineer set up the service in our home and we've made no changes to their set-up! Very poor!! The only good news is that our current contract is a special deal so at least we're not paying BT's normal rates. Even so, we'll move to another provider as soon as the contract ends.
written by xrSmith135 on 01/04/2015
Sending back hub and not proceeding. When you ring to enquire about BT infinity you have no problems in someone answering the phone on the telephone number allocated for this purpose. But after that be prepared to be left on the line waiting for at least half an hour if you wish to speak to someone about your order. If they send you an E mail it is the type you cannot reply to. How can a communication company be so poor at communication. My order had not been implemented on agreed date so I am now signed up with another provider.
written by RoninBowman on 24/10/2014
My BT Infinity (Home Hub 5) went live yesterday (21st Oct 2014). The wireless system to my daughter’s and wife’s smart phone worked OK so did my daughters lap top but my stand alone PC running Windows XP did not. So I rang the BT “help line”. Note the use of inverted commas here. Spent almost one hour, including two resets, bringing out an old lap top with no Wi-Fi (running Windows 8) and connecting this via cable to the router. All was working but at no time was I given any advice as to why my desktop was not working. After 30 or so minutes of this useless exercise I was beginning to wonder where all this was leading. (I had already opened the Local area connection status from the control panel and could clearly see that information was being sent to my PC but nothing was being received.) So the problem was clearly with the internal IP settings in my computer. After an hour of this rubbish with zero advice as to how to get my desk top PC to receive the internet signal, I was told that the internet service from BT was working perfectly well and that the problem was with my PC and as such it was my responsibility to get it sorted. Great service! But why did she not tell me at the beginning of the call that BT were unable to provide me with the appropriate advice needed to get my desk top working? WARNING. If you have an old PC which does not run the latest Micro-soft operating system then you may well have problems connecting. After browsing on the internet I discovered that there are many, many people who have signed up to BT Infinity who have experienced the same problem, The solution is to reset your IP address, subnet mask, default gateway and DNS server. So no thanks to BT I eventually got it working. The BT publicity blurb states that you can access BT sport and some other broadcasts. What BT do not tell you is that this is only free provided you watch on-line. If you want to access this material on your TV then you pay extra, and if you want to watch this in HD then, yes you’ve guessed it, you pay even more. The internet service I have is faster than the previous telephone line service but only just. Fortunately I get this “service” for £5 month for 6 months but I am tied into an 18 month contract. Overall my expectations of what this BT “service” was going to give me has not materialized. Their customer service is rubbish and their product is disappointingly average at best. Hope this review is of some help.
written by p1a2u3l4 on 22/10/2014
My BT Infinity (Home Hub 5) went live yesterday (21st Oct 2014). The wireless system to my daughter’s and wife’s smart phone worked OK so did my daughters lap top but my stand alone PC running Windows XP did not. So I rang the BT “help line”. Note the use of inverted commas here. Spent almost one hour, including two resets, bringing out an old lap top with no Wi-Fi (running Windows 8) and connecting this via cable to the router. All was working but at no time was I given any advice as to why my desktop was not working. After 30 or so minutes of this useless exercise I was beginning to wonder where all this was leading. (I had already opened the Local area connection status from the control panel and could clearly see that information was being sent to my PC but nothing was being received.) So the problem was clearly with the internal IP settings in my computer. After an hour of this rubbish with zero advice as to how to get my desk top PC to receive the internet signal, I was told that the internet service from BT was working perfectly well and that the problem was with my PC and as such it was my responsibility to get it sorted. Great service! But why did she not tell me at the beginning of the call that BT were unable to provide me with the appropriate advice needed to get my desk top working? WARNING. If you have an old PC which does not run the latest Micro-soft operating system then you may well have problems connecting. After browsing on the internet I discovered that there are many, many people who have signed up to BT Infinity who have experienced the same problem, The solution is to reset your IP address, subnet mask, default gateway and DNS server. So no thanks to BT I eventually got it working. The BT publicity blurb states that you can access BT sport and some other broadcasts. What BT do not tell you is that this is only free provided you watch on-line. If you want to access this material on your TV then you pay extra, and if you want to watch this in HD then, yes you’ve guessed it, you pay even more. The internet service I have is faster than the previous telephone line service but only just. Fortunately I get this “service” for £5 month for 6 months but I am tied into an 18 month contract. Overall my expectations of what this BT “service” was going to give me has not materialized. Their customer service is rubbish and their product is disappointingly average at best. Hope this review is of some help.
written by dubarkhan on 20/10/2014
i was with bt since day 1. now they have become too expensive not value for money at all. i will never go to bt broadband ever unless they cut their prices and be a united kingdom company.
written by on 25/09/2014
We have been BT BroadBand users for many years. Just when I read that there is shortly to be a dramatic price increase, the service gets worse than it has ever been. Some cynics say this is just to get us to pay even more for a fibreoptic connection. Others say it's to help pay for BT Sports TV. We were unable to send emails or get an internet connection twice in the last 7 days. On the first occasion, I phoned to complain and was eventually put through to an extremely helpful and courteous engineer in Mumbai. He suggested I disconnect the Infinity Hub and the white box. Then reconnect and switch on after 5 minutes. I did so and it worked. On the second occasion when once again a week later we couldn't send emails or connect to the internet, I followed the advice given previously. But this time it didn't work. Still no connection. I then phoned to complain again. After a long wait, I was put through to another extremely helpful and courteous engineer in Mumbai. He told me to swap over the infinity connection cable between the hub and the white box and to leave for a few minutes. He phoned me back on my mobile so that he could advise me while I was downstairs doing this. Once again this worked. So I have great praise and respect for BT's Mumbai engineers. But not for the BroadBand service provided by BT. Why does the system fail every week? It's certainly not worth an increase in charges. Does anyone have advice?
written by LeylaMorris95 on 05/08/2014
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 not getting anywhere near 80 : 20 consistently as low as 20: 15 .after spending over an hour on the phone was told engineer / technician would contact us - never happened . Just come back and it's not working at all - engineer call out needed . So now have no internet at all but still being charged for the premium service .
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Honda123's Response to LuciferMorningStar's Review
Written on: 29/10/2017
I ordered BT broadband and BT TV. It’s arrived on time . I received sms from BT stating that the broadband is ready from 27th Oct, I came back from work and trailed, it didn’t work. I contacted customer service they told me that they will arrange an engineer but I have to pay if the fault in customer site. I asked them what happen if the faults in BT site? Will I get pay back? They told me that they can’t do anything, so I trailed it my self and found BT is sent a doggy filter and wrong setup top box.
Watch out who you talking to in customer service, they all are unskilled ppl.
BT sent non recordable setup top box and doggy filter. I stayed with out broadband for a day and now I am waiting for the recordable setup top box. I am going to cancel BT once the contract is expired