BT Broadband

Customer reviews

• Sorry, but I will leave BT if it decides to launch Webwise. I object to having my browsing intercepted by the government for issues of National Security, s othere's no way I will stay with a commercial outfit which tries to intercept my data.

  there's even less way that I'd allow this to be done by a company associated with rootkits, malware and stealth installation under the guise of other applications.

  I sure as hell would have jumped straight away if I had been one of the poor schmucks Webwise was trialled on without even the decency of being told.

  Don't expect to read too much of this in BT forums either. They instigated a programme of systematically purging all critical posts and banning critical members.

  Nice, open and honest.

  Not.

  David M, 4th June 2009

• A1 !!!!!!!!!!!

  Have never had a moment's trouble on any part of my broadband setup (wireless, laptop, BT vision). The service has been excellent. David

  David Chapman, 12th May 2009

• Who cares about the support at the end of the phone line, if the service is good and reliable you shouldn't need to use it - I'm thankfully able to say that I'm with BT and have never had to deal with their customer service staff at all...... yet!

  J-J, 27th March 2009

• Just tried ringing BT with view to moving from AOL, unfortunately I couldn't understand a word that was said. I gave up in the end and just put the phone down, I'm just thankful I didn't migrate on line, I would never have been able to report a fault or seek help.

  Jeff Norman, 20th March 2009

• BT are a national institution for a reason, it's easy to forget that there are thousands of families like mine, just plodding along with their internet connection not causing any problems whatsoever ... I think problems will occur from time to time whoever you are with, and I've always found BT to be reliable!

  Keth Learner, 17th March 2009

• i want to come of bt but im on a contract with them ,it takes me ages to get into my emails

  caroline dickson, 10th March 2009

• What year did BT start as a company? Also why are we still on 8mb that is slow compare to over countries? Sweden got 100 mb. When BT say it is the router, it is not the router it is the copper wiring in the line and BT needs to upgrade they lines for the whole country to benefit. Also internet providers will strangle your connection despite realizing that you might be playing a tournament game against someone online or got a home business that needs the fast upload aswell as the download they supply. So it is basically Britain always being down the european table for pushing technology forward yet again.

  Paul Page, 24th February 2009

• I have used BT for years, I signed up for Advisor Services at £8'50 pm. Yet when I need help, they cant solve problem. I cant even understand the speech or accent of most of the helpers. As for my E- mail accounts.. what a mess.. All I get is suggestion to have an advisor visit.. at extra costs ! There seems to be different levels at BT and Yahoo.. Never know which is which I am dealing with. I am persevering.

  John, 1st December 2008

• I only get 0.14 MB bytes but they say the problem is the router every time and make me buy a new one!

  BT is crap, 11th November 2008

• Rubbish Rubbish Rubbish - 3months before they eventually got me connected, and when they did the connection was so slow, it was ridiculous. I would never recomend them to anyone and their customer service is terrible. It doesn't seem to matter how many premium rate numbers you call, you are never talking to the right department, I wouldn't leave a star but seems I have to.

  j hudson, 4th November 2008

• BT what a mess from over-pricing to rubbish customer service. Call-back from people I can't understand, nor can they understand me. Cancellation fees of over 700 pounds despite being without services for over a month now since I moved, totally RUBBISH! I wouldn't recommend them to anyone.

  s soan, 3rd November 2008

• BT - welcome to my nightmare - horrific customer service - paying for 8mb never passed 3mb - only reached 5mb after cancelling my contract. Been with TalkTalk for 2 weeks - they manage to provide 6.7mb. BT, what a joke !!

  B. Cassani, 13th October 2008

• BT is great for value and I'm very happy with my Home Hub and the speed I'm getting. Calls aren't bad for price either if you call at the right time.

  Marie Ryder, 26th September 2008

• BT is great for value and I'm very happy with my Home Hub and the speed I'm getting. Calls aren't bad for price either i if you call at the right time.

  Marie Ryder, 26th September 2008

• I really dont understand why I pay for 8Mb and get almost 4Mb.

  Top10-broadband.co.uk even say that I where I live, I should get 6.5Mb. Not fair and honest... Too bad I signed an 18 months contract, once I get enough money to pay the penalty I'll cancel the contract and move to some other company.

  Lucas Roberto Giuliani, 5th September 2008

• The problem management at BT is rubbish!

  The agents just read from scripts! They don't realise that some of us know what we are doing and can see port blocking for what it is! If the network was not being monopolised for voice traffic then the data flow, which is what we pay for, would be much faster!!

  Put this on your site if you dare!!

  basher, 13th August 2008

• Like some others here I've been on BT's premium broadband package and download speeds have been awful - often less than 0.4Mb!!! I've just thrown the BT HomeHub in the bin for a Linksys WAG200G £49 and immediately seen dowload speed increase to a steady 1.6Mb - still poor but after you've been at 0.4M you feel Christmas has come early ;-)

  I've been loyal to BT but I'm now seriously thinking about a change of provider if they can't offer better speed on a so called 'premium' service.

  Steve, 12th August 2008

• I would never go with BT broadband. I have had on-going trouble for 5 months. I cancelled my broadband, but continued to receive bills. The customer service was dreadful and I have spent hours on the phone trying to clear my account, but the bills keep arriving!!

  I am now with Orange and have had no problems... BT may be good when the system is up and running, but when you have a problem they are useless!!!! Be warned......!!!!

  CLAIRE , 31st July 2008

• I've been paying BT for their premium broadband package for the last 5/6 years, £25 monthly to connect at less than 3MB. I switched from BT to Sky yesterday. Morning speedtest = 2.9 with BT - afternoon speedtest - 6.1MB with Sky.

  Using the same phone line... At the same distance away from the exchange... Even when using BT's micro filters on the line - I called BT to ask why the speeds were so different even though it's coming through the same line.

  Their reply? - I'm no longer a BT broadband customer so there isn't anything they can do for me. I'm so glad I changed - BT are not only capping their speeds but their customer service is dreadful!

  Sonya, 20th June 2008

• I'm the only person in my family who has BT Broadband and boy am I glad I do. All I ever hear from my inlaws and parents are the problems they're having with their providers; a couple of them are on their second and third broadband providers.

  I have nothing but praise for BT Broadband. I have taken up most of their offers over time. My digital TV is done through BT Vision and I have little to no problems with the on demand service, my home phone is done through my wireless hub (I've even gone as far as signing up for the new BT Anywhere with the Smartphone). I recomend BT quite often to my friends and family, however it always seems to come down to money and a lot of my friends they think BT is too dear... Well when you get a loyalty discount that builds up EVERY year it doesn't seem that dear to me.

  Good connection and pretty decent speeds 5-8 Mb but usually 7Mb. I can use my console lag-free whilst we are also using the PC, Internet phone and using the on demand service with onVision. Great Service!!!

  Neil Kitchener (Castleford exchange), 28th May 2008

• I am typing this from my dad's PC in Tewkesbury because in the evenings (7 - 10.30pm) my wireless BT broadband hub just doesn't work. It says "connecting to e.g BBC.Co .UK" and just sits there for minutes until it bombs out. Same with Google - it takes minutes to get to type a query and then no way can I get any answers.

  Very disappointing so far. They need to turn up the power a bit (in layman's terms).

  BT must get this nonsense sorted out - it's as if they've got Homer Simpson sitting somewhere twiddling the control nobs cutting the broadband off or just faffing about.

  Rating - minimum of 1 star.

  Robert Jackson (Edgbaston exchange), 9th April 2008

• Speeds are awful, my email connection keeps failing and I have to resort to BT's Broadband health check to get things up and running again. I have NEVER spoken to anyone that I can understand. I find the telephone system at BT totally useless - I have spent hours trying to get through to a human, with no success.

  peter Anderson-Edward (Hindhead exchange), 7th April 2008

• The broadband is great but only when you get what you pay for. Why is it that my signal strength is always low, when my next door neighbour's signal strength is always high?

  I'm paying what seems a lot of money per month and not getting the speeds I was expecting. At the time of typing this review the speed was 54.0Mbps and the signal was low...?

  Ron Manley (Llangranog exchange), 27th March 2008

• BT broadband is fine when the connection is up. Despite living 3 minutes walk away from the local exchange, I never get beyond 1Mb speeds but I can live with this. What I object to is paying £70 per quarter to spend 1 hour on the phone trying to understand extremely obnoxious and obviously incompetent call centre operators.

  BT must be making a fortune out of the poor souls like me who have signed up to them. It's ironic that this company outsources their call centres, taking away jobs from people in the very country they named themselves after. If British call centre operatives spoke to their customers the way I have been spoken to today they would be dismissed. I am still without broadband, having given up on their 'support' (still waiting for the call promised by the second operative 2 hours ago) and will be escaping from my contract as soon as it's up.

  1 star given reluctantly because i am forced to.

  Kerry (Hunmanby exchange), 22nd March 2008

• I have been with BT option 3 for 20 months now. I have never recieved 8MB. Everyone else is cheaper and faster.

  John Harding (Aberkenfig exchange), 13th March 2008

• Informative and straightforward.

  lesrussell (Blandford exchange), 9th March 2008

• I would merely like the service I am paying for... Customer service is appalling. My HubPhone does not take calls for days, this is very inconvenient, technical support just racks up my bills to no avail.

  Internet access is sporadic and slow. I am very disappointed and would not sign to BT again. I would advise all BT customers to consult the Misrepresentation and the Supply of Goods and Services Acts.

  Perhaps public action might spur a response!

  Gilliane, 8th February 2008

• I am now in my second year of BT broadband. The first was fine, but now it is totally unacceptable, constantly dropping out. I have been trying sort it out with BT, but have made no progress whatever, and it is now worse than ever. The customer service is appalling, I'm going elsewhere, probably Virgin Media.

  Mr K Howlett (Chapel Brampton exchange), 7th February 2008

• BT are fantastic, with their innovative wireless Home Hub I can sit in the Oval watching cricket accessing my email whilst my boss thinks I'm at work. Super/great/fab/ service from BT.

  Chris (Brixton exchange), 5th February 2008

• I've had BT for over 2 years now it was great the first year, but now it is totally unacceptable. I can't wait until my contract ends. I have option three and it has a download speed of 130kbs. I think I'm going to change to Virgin Media.

  Mrs A Smith, 20th January 2008

• We have been with BT Broadband for 3 years now and the service just keeps getting better! Recently we said we would move and they gave us 12 months option 3 for £19.99 a month saving £5.00 per month.

  Also the BT Vision is great. As for customer service it's a whole lot better than TALK TALK...BEEN THERE.. DONE THAT... NEVER AGAIN... AND THAT'S A PROMISE!!!!!!

  Lee James (Llantwit Major exchange), 18th January 2008

• My BT broadband is as slow as the dial-up.

  I have been a loyal BT customer for over 60 years and don't want to move, but, maybe l should cancel and go to someone else.

  Mr W. Weldom (Stourbridge exchange), 17th January 2008

• I am on option 3, which is supposed to be the best, at times it's slower than dial up. Can't wait for my contract to end.

  a.n.thomas (Skewen exchange), 16th January 2008

• BT is over-expensive and over-rated.

  Their customer services is the worst that I have ever dealt with.

  I am looking at others at the moment- and will possibly will join AOL.

  They seem to get good reviews.

  Forced to add a star!!!

  joe Hart, 6th January 2008

• I have been a very happy BT customer for 6 months now. BT Vision is fantastic as is the HomeHub. Very happy indeed. Good work BT!

  Greg Ore, 4th January 2008

• I was promised a free VBOX when I renewed Option 2 with BT broadband in December. The free gift never arrived. I called and was told there was no such order under my account. I was transferred 3 times, and the last transfer ended after waiting 20+ munites on the line listening to boring music and regular announcement " your call will be answered asap...."

  Can I believe BT anymore?

  Quing Chen, 3rd January 2008

• BT has still has not mastered the art of simplicity. All their packages are over-complicated. Why not just offer a good telecoms package, including calls, line rental and broadband?

  I would also like it if they would quote a price which does not expire after a few months.

  p.procter, 2nd January 2008

• Much too long a saga to inflict on anyone, do yourselves justice, stay away from BT, for your own sanity. They don't deserve any stars, but I'm forced to put one.

  Stokes (Bridgend exchange), 2nd January 2008

• A terrible, terrible broadband experience. Our broadband is very temperamental, and has been for three years. The BT Helpdesk is awful, every complaint we send is ignored. I would strongly recommend avoiding BT at all costs. If you have a good experience, you are lucky... but BT will ignore any problems. The perfect example of a company being too big to give a damn.

  Ciaron (Warrenpoint exchange), 3rd December 2007

• I get 3MB and that is very fast. They do say up to 8MB, but that is up to (not actual). Every ISP quotes "up to", people need to accept it. BT Total Broadband is very, very good in my opinion.

  Pete Davies, 12th November 2007

• Having just checked my speed, I was shocked and disgusted to find that an advertised speed of upto 8Mb was only 670kbps. Disgraceful.

  Darren Stribling (Downhall exchange), 12th November 2007

• Fantastic service. Perfect broadband and excellent deals with phone calls. 100% happy customer Ignore the other comments.

  Gary Treece, 11th November 2007

• I have been with BT for about 4 years and all has been fine until about 10 days ago. I lost my broadband line although the telephone was working fine. This was the start of a 10 day nightmare dealing with the bt broadband help desk. To start with you are on a 0845 number so you are paying for the call and the lines are always busy with long delays over an hour at times. I could not get over to the call centre that it was the line that was down. I must have spent around 20 hours in a 10 day period with no success. After a week two engineers arrived checked the house connection and left saying that was all they could do. More hours to the call centre and another engineer three days later still no success with him. He reinstalled the router and then left. After several more hours I evetually got the line working with the help of someone who seemed to know what they were doing. Call centre staff very polite but mostly diffcult to understand especially when trying explain how to put data in. An absolute disaster.

  Ian Wilson (Parkstone exchange), 8th November 2007

• Had the homehub top package for a year. The broadband is fine but the hub phone dies after 5 minutes. I have called the helpline 10 times but it is still not fixed, and I rarely speak to anyone that I can understand.

  peter timbrell (Haddenham exchange), 7th November 2007

• I have had BT for years and never had a problem, they may not be quite as cheap as some other broadband providers, but I believe you get what you pay for!

  Jamie Peters, 26th October 2007

• BT are simply better than other broadband providers. Their new deals are great value. A VERY happy customer.

  Bradley Crease (Mortlake exchange), 25th October 2007

• If I had known just how slow these hubs were I would have gone somewhere else. It stops working all the time and I must have had to reset it a good 5 or 6 times a day. Then its not forced to work right..

  My advice is save your money.

  mr clucas (Birchwood exchange), 21st October 2007

• Great broadband. I have had no fuss for over 4 years now and it's great value too. Support is fine and the broadband fast. Stick with the old guard!

  JT Gray (Leeds exchange), 9th October 2007

• Software errors on BT Total Broadband Option 1 package - errors with browser, MCSSA window, computer freezing, will not shut down, 120+ error messages in a month. BT engineers had four attempts at fixing it and told me now that my computer needs the hard drive wiping because of their alterations. Appalling!

  steve woods (Campden exchange), 8th October 2007

• Not a very good service. Average time on hold can be up forty minutes. When you do get through they pass you on to someone else. It is a complete waste of time. Get your act together, before its to late.

  ALAN GRIFFITHS, 5th October 2007

• Unbelievable! I have spent endless time on the phone today about changing packages and still have not been able to speak to anyone who can help. In fact I am still hanging onto the phone after 20 mins this time around.

  My rating just reflects the service - not the actual broadband once up and running.

  Joyce Richards, 24th September 2007

• Equipment great once it is set up. However the customer service is terrible and the lack of call takers is frustrating. Expect to wait up to 1-2 hours for a call to be answered. Thinking of binning BT for a more customer focused service provider.

  Richie Horn, 23rd September 2007

• BT Total is fantastic. Fast broadband, a funky Wireless Hub as part of the deal and good value calls. For everyone who isn't a massive downloader, BT Broadband Option 1 & 2 will cover nearly everyone's needs. I rate BT highly for service (I'm not sure these other reviews are a fair reflection at all!) Rich.

  Richard Sheasby (Solihull exchange), 11th September 2007

• I have been trying to get broadband from BT for over three years now. I am disabled and my local council have explained to bt that the line is not up to standard. My neighbours at both sides to me have the service, even in a portacabin used for renovation work in an old building next to me has it, so what is the problem with me? Victimization of the disabled i would call it. Is there any other explanation? HELEN. More than upset.

  Helen Paterson (Bathgate exchange), 31st August 2007

• Service is rubbish. I dont know anyone who would have the patience to hang on the line for the hours that it takes to get through and then still do not get any useful help.

  Rosemary Pearson (Sutton On Trent exchange), 23rd August 2007

• Have just got BT Total for my son who's going back to school next month. It has loads of family-friendly features and doesn't cost the earth. For novices like us, it's great and the phone support is fine once you actually get through. I give it 4 stars.

  Jane Drew, 22nd August 2007

• I'm on option 3 and I can go and make a cup of tea whilst I wait for some downloads! 2.5 MB tested. Much less for uploads

  HELLMAN (Pontrhydfendigaid exchange), 12th August 2007

• i ordered a phone of bt with broadband but the phone did not arrive with the hub. so i reordered the phone on wed and got promised a phone on friday. and guess what, it did not arrive.i was on the phone for 2hrs and still got nowhere.i will be canceling my contract with by as they did not keep their end of the contract

  ian parkin (Ecclesfield exchange), 10th August 2007

• I would love to come back to BT

  janet skoyles (Ashton In Makerfield exchange), 8th August 2007

• I've had no problems with BT. Have been with them for broadband for nearly 3 years now and its been hassle free, pretty cost efficient and fast. I don't like the news TV ads much though!

  Rob Parsons, 6th August 2007

• I must stress to you that BT's service is utterly appalling! The speed of BT's service is simply a joke! I can and will find an alternative provider who can provide a much faster service at a much cheaper rate. The days of ripping off customers are dwindling, do something positive BT before you lose all your loyal customers!!!

  Susan Purdie (Penrith exchange), 3rd August 2007

• BT is solid and reliable and offers a good first-year price. Also got my hands on the new Black HomeHub - a very nifty piece of kit!

  Steven (Sidmouth exchange), 3rd August 2007

• I've had BT Broadband since moving to my new flat - and it was by far the fastest installation i've had. No complaints about the line speed either, so I'm more than happy. Big name too, so you know they're not going to go out of business or get bought out in a few months!

  Dave Stein, 1st August 2007

• The unlimited download limit on option 3 is a real bonus - the package is great considering what you get although I'll see if this still works for me after the 6 months offer.

  So far it has been reliable which is great as I experienced real problems with my last service provider. I chat to my mates all the time over the internet and make lots of purchases so I'm pleased it hasn't let me down so far.

  Chris, 27th April 2007

• I found Option 1 was enough for what I needed and decided to use a BT home engineer to help me set up. So far everything seems to be going well and the customer service team have been very helpful even if I have had to ask them to repeat themselves a few times.

  I do find their website a little difficult to navigate though especially when trying to find telephone numbers and opening hours - they could make it a lot simpler for people like me. It was easy to get an email address set up and another one for my wife, which means I am well and truly in to the modern age!

  Michael, 15th April 2007