BT

BT

BT Summary
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Links Homepage | Home Broadband | Business Broadband | Complaints Policy
More Details Full Company Details | Contact Details

You need to select a Usage Profile which best describes how much you think you will download from the Internet. If you are unsure, you should probably select "Home Light" or "Home Medium". It may be worth discussing this with other members of your household as some activity (e.g. downloading movies online) can increase the usage significantly. This setting will NOT affect the pricing for 'unlimited' packages.

Packages (based on 3GB transfer) - incl. 20% VAT
Package Name Speed Setup Monthly First Year
BT Broadband Unlimited and Weekend Calls **£70 BT Reward Card + FREE Google Chromecast** 10 Mbps £19.99 £24.99 £299.95
Superfast Fibre Essential Unlimited and Weekend Calls **£80 BT Reward Card + FREE Google Chromecast** 36 Mbps £9.99 £28.99 £347.90
Superfast Fibre Unlimited and Weekend Calls **£120 reward card + FREE Google Chromecast** 50 Mbps £9.99 £29.99 £359.86
Superfast Fibre 2 Unlimited with Weekend Calls **£140 BT Reward card + FREE Google Chromecast** 67 Mbps £9.99 £39.99 £479.95
Superfast Fibre Plus with 1GB mobile data **£10 BT Reward Card** 67 Mbps £9.99 £61.99 £743.90
Superfast Fibre Plus with 80GB mobile data **£80 reward card** 67 Mbps £9.99 £89.99 £1,079.86
BT Ultrafast Fibre Plus **£150 reward card** 145 Mbps £59.99 £49.99 £599.90
BT Ultrafast Fibre 2 Plus **£150 reward card** 300 Mbps £59.99 £59.99 £719.86
BT TV Entertainment with Superfast Fibre 2 Unlimited Weekend Calls **£140 BT Reward Card + BT Sport** 67 Mbps £19.99 £54.99 £659.95
BT TV Max 4K with Superfast Fibre 2 Unlimited and Weekend Calls **£140 BT Reward Card** 67 Mbps £9.99 £63.99 £767.95
BT Mobile 1GB 4G SIM Plan **£20 reward for existing BT Broadband customers** 30 Mbps FREE £9.00 £108.00
BT Mobile 1GB 4G SIM Plan **£20 reward for non BT Broadband customers** 30 Mbps FREE £14.00 £168.05
BT Mobile 6GB 4G SIM Plan **£50 BT Reward Card for BT Broadband customers** 30 Mbps FREE £13.00 £180.00
BT Mobile 6GB 4G SIM Plan **£50 BT Reward Card for non BT Broadband customers** 30 Mbps FREE £18.00 £216.00
BT Mobile 20GB 4G SIM Plan **£70 BT Reward Card for existing BT Broadband customers** 60 Mbps FREE £20.00 £240.05
BT Mobile 20GB 4G SIM Plan **£70 BT Reward Card for non BT Broadband customers** 60 Mbps FREE £25.00 £299.95
BT Mobile 40GB 4G SIM Plan **£80 BT Reward Card for existing BT Broadband customers** 60 Mbps FREE £35.00 £420.05
BT Mobile 40GB 4G SIM Plan **£80 BT Reward Card for non BT Broadband customers** 60 Mbps FREE £40.00 £479.95
BT Mobile 30GB 4G Data SIM plan **existing BT Broadband customers** 60 Mbps FREE £23.00 £276.05
BT Mobile 30GB 4G Data SIM plan **non BT Broadband customers** 60 Mbps FREE £28.00 £335.95
BT Business Broadband 17 Mbps £36.00 £14.40 £208.80
BT Business Unlimited Broadband 17 Mbps FREE £22.80 £273.60
BT Business Unlimited Broadband + Phone + UK Calls 17 Mbps FREE £45.48 £545.76
BT Business Unlimited Broadband Premium 17 Mbps FREE £32.40 £388.80
BT Business Infinity 76 Mbps FREE £33.60 £403.20
BT Business Infinity Unlimited 76 Mbps FREE £42.00 £504.00
BT Business Infinity Unlimited + Phone 76 Mbps FREE £51.48 £617.76

red prices indicated packages with usage based pricing (the more you download, the more it costs)

ISP Details
Name BT
Legal Name BT Retail
Company Type UK Public Limited Company
ISPA Member Corporate
What is this?

ISPA is the Internet Services Providers' Association (www.ispa.org.uk), a trade association which many ISPs are members of. ISPA members are subject to the ISPA Code of Practice in addition to any other dispute resolution schemes they may subscribe to.

Ofcom Code of Practice Yes
What is this?

The Ofcom Voluntary Code of Practice (Broadband) is an agreement broadband providers can subscribe to which promises they will provide consumers with information on the speeds they can achieve, what sort of traffic limits might be in place, etc. More details at www.ofcom.org.uk

Migration Support Inbound and Outbound
What is this?

Migration is the process of moving a broadband service from one ISP to another, usually minimising the amount of disruption in the process. Inbound migration means your ISP will allow you to transfer to their service from another ISP. Outbound migration means you can transfer from their service to another ISP.

If your ISP doesn't support migration, you would need to cancel your broadband service, wait until it's removed from your line and then re-order with another ISP. This may cost most and will result in a longer period of no connectivity.

We recommend you choose an ISP which support both inbound and outbound migration.

Ratings starstarhalf star compare this ISP to others
Links Homepage | Home Broadband | Business Broadband | Complaints Policy
Contact Details
Sales Telephone 0800 800 150 (Free Call (e.g. 0800)) Mon - Fri (07:30 - 22:00) | Sat (07:30 - 22:00) | Sun (09:00 - 22:00)
Support Telephone 0800 111 4567 (Non-geographic "lo-call" (e.g. 0845)) Open 24/7
Reviews

The speed here is excellent and when I had a noise problem BT fixed it within 2 days.

  • BarcodeUK
  • about 1 month ago

BT in my opinion are a really very poor, as the upload and download speeds they claim are nowhere near the advertised values. On Fridays evenings when users are obviously downloading films for the weekend, the system grinds to a halt. BT keep advertising and writing to me about their fibre option, but as that would mean spending a load more on the broadband service each month, with no guarantee the supply will be any better than it is currently,I ignore their overtures. When is rains heavily in th area, the ducting obviously floods and the service drops off for half a day at a time! We really are caught between a brickwall and a hard place in the UK with BT.

  • Dumperman
  • about 1 month ago

I have a 52mbit download with 16mbit up and it really delivers on those speeds pretty much all the time. The problem really is unreliability. Nothing major, but it's a daily occurrence and sometimes it happens up to 4 times a day - random loss of connection. Suddenly we see the dreaded Orange flashing or red router light and it's off yet again. Reconnects most times within a few minutes.
Customer service/tech help is no use. Indian heavy accent I couldn't hear too well, with ridiculous suggestions like reboot the router again, reset the router, install Windows updates, click your heels three times,..

  • paulgeaf
  • about 1 month ago

I am extremely dissappointed with BT, have been a loyal customer for 38 years, I have has an issue sine 23rd July which BT are unable to sort out.

  • kirchmairroy
  • about 1 month ago

I am extremely dissappointed with BT, have been a loyal customer for 38 years, I have has an issue sine 23rd July which BT are unable to sort out.

  • kirchmairroy
  • about 1 month ago

The broadband supply from BT is VERY slow indeed, the line states a great speed, and when one does the line speeds tests it is absolutely crap and nowhere near the stated values!! Upload and download are rubbish!I suspect that BT are supplying crap and are hoping that by offering 'the fibre' the fiber the fibre etc!! that we will decide to upgrade and pay the 30 pounds month they are hoping for...keep hoping we can live with the problem. If there was a way out, I would take it ...just a joke company!! Words fail me!!

  • Dumperman
  • about 1 month ago

Excellent service during protracted house move.

  • koalajohnh
  • about 1 month ago

has to be the most unreliable. unfortunately, no other isp covers this area so just have to put up with it. if you phone them about speed or anything you end up talking to someone in the back of beyond.

  • cettown6511
  • about 1 month ago

Been with BT for a couple of years now and have to say the connection has been great, no disconnections or other problems.
Read other posts about problems, but I can not comment because I have none!

  • Sylcol
  • about 1 month ago

"Trace Route" shows there are problems at the copper cabinet #6 as it times out constantly in that location. This causes frequent disconnections and sub-standard speed when browsing and using email. Generally downloads work well once connected.

  • growly
  • about 1 month ago

Cannot fault speeds. Customer Service a bit iffy when required. For tech issues use chat.

  • samkl
  • about 1 month ago

BT and they are very poor been on FTTC for over a year sometimes works at its full potential of around 70-75Mb other times not so much. In the early evenings (typically around 5pm onward) its terrible, speeds will drop from that 70Mb to as low as 18Mb. Have had multiple engineers out, nothing has been fixed.

The problem is dire all the engineers do when they turn up is ponder what is wrong, solve nothing, reset the profile and a few weeks later its back to its yoyo speed fashion.

I actually get better speed when i use my VPN, probably cos it bypasses whatever the issue is to a degree.

Its down to BT and not my line also. I had 2 FTTC providers before BT (Sky and Pulse8) with both of those things would be in the 70Mb range day and night with BT though its just luck of the draw what speed i will get.

Customer service is terrible, live chat via their site you 8/10 times seem to get connected to an overseas centre which has very poor English communication skills. So much so they do not understand what you are telling them and some of their responses are hard to decipher as they are broken English at best.

Wish i had never joined them and only did due to all the news items about big value prepaid BT reward cards which seem to be mentioned on this sites news every month like some paid sponsor. Everyone loves a bargain right? Well BT are not it, thankfully my contract will be ending soon and the line will be going back to Sky, where it worked properly and the price was not put up twice in the space of a year.

Horrid provider.

  • Antony1
  • about 1 month ago

A mistake on billing was remedied without issue.

  • ChrisAO
  • 3 months ago

Great speed - never had any problems.

  • OldFella
  • 3 months ago

BT charges go up inexorably and their service gets worse and worse

  • pugwashtizzie
  • 3 months ago

Like several providers, offer reasonable or excellent introductory prices in the hope you'll take one of the following numerous upsell offers or stay at the end of the contract paying an increased rate, especially if they've managed to 'lock you in' with additional offers whose rate is linked to you continuing the primary product. BT is abusive as they will increase prices significantly over inflation rate (to your offer price) during contract. Watch out for the rental saver as it any be 'out of sync' with your Broadband contract meaning looking months rental if you move.

I had a problem with managing additional products. One, declining the antivirus protection for it to instead enable without the option to disable. I contacted SC but fond they were unable to deactivate it!

The national hotspot service is useful. Very expensive if not a BT customer though. It's a bit cheeky though as it's provided by existing customers Broadband via the provided (at discounted cost) BT Router. Their Router only work with BT (and maybe sister company PlusNet), hardly a green policy if moving away as you can't cintinue to use the Router. Its Router has some restrictive functions but not flexible enough to be very useful. BT can login and update its firmware (and access who knows what?) at any time it's connected.
For some reason my Fibre linked Hub5A sync rate at over 70Mbps (but max rate over 82Mbps) used to be higher but my nose dBm has risen over some months from 5.x to currently 8.7 but will still experience re-syncs every couple of days to 2-3 times a day. Longest I've seen is 5 days over the last 2 years. It's directly connected to DSL filter socket in my attic.

Landline.
I've continued my Anytime but price has gone up over 2-3 years from £3.80 to currently around £9pcm. PlusNet cost about the same but include cellphone calls too.
I'm considering dumping the option and getting the £9 SIM option instead. Then calls to cellphone will be included...but then I'm falling into their lock-'em-in strategy! Maybe I'll tray PlusNet for a year or whatever their contract period says them consider coming back. I've not renewed my anytime this year ready to make a move!

Solution 1.
Ban all introdwuctory rates. They are anti-competitive and ultimately cost more for consumers and suppliers and they can increas churn rate.
Solution 2.
Join others moving from one supplier to another as offers present. If increase in price, then I have 30 days to move without penalty (another anti-competitive prectice the disfunctional governing bodies allow).

SunnysideUK. [email protected]:[email protected]:00 after CRSF error.

  • sunnyside
  • 3 months ago

Consistent download speeds. Haven’t had to use support lately so cannot comment.

  • eanderson37
  • 3 months ago

Updated after fault was found and cleared to infinity 2 and have not had any problems.

  • bamsky
  • 3 months ago

With BT Infinity 2 - Superfibre Very few problems FTTC

  • gendy943
  • 3 months ago

Wired connection keeps cutting out, wifi side is a waste of time as smart hub keeps throwing devices off and refusing to let them reconnect. Have to restart hub at least once a day, and reset it every few days. Customer service says wifi side is not their problem as they only guarantee the line speed to hub, and just offer to send yet another replacement hub. Was with EE and Sky before BT and had none of these problems

  • crazzzi
  • 3 months ago

I was having constant intermittent interruptions with my broadband connection. Contacted BT and after they ran various tests I was informed that it was probably due to my router. So within 2 days I received a new router from BT totally free of charge. As of now no further problems (touch wood)!!

  • tilldiem
  • 3 months ago

Service has dramatically improved since common sense and a UK (unscripted) customer service person agreed my broadband problems did (as I’d always said) point entirely to the home hub 5 router and despite my not being in contract the customer rep arranged for BT to provide a SmartHub router/modem free of charge. Like magic the service improved with virtually no interruptions. So currently quite pleased with BT.

  • eatsme
  • 3 months ago

My broadband drops out at least once a day

  • buzzer999
  • 3 months ago

I moved house and found the BT staff on their help-line to be most useful, informative and helpful. I retained my email address and had my new broadband connection up and running by the time I'd moved in.
Well done, BT.

  • sgbrown
  • 4 months ago

You don't get what you pay for when it comes to Mbps.
Why is it Regular Customers pay for New Customers Deals.

  • bunker
  • 4 months ago

Just changed from BT because of poor service. Gradual dropping of speed, streming dropouts, and poor customer service response.
Changed to zen and so far both customer service and speed have been good.

  • viccot
  • 4 months ago

When the BT Smarthub behaves connection is good, but as it does not behave very often it constantly disconnects devices connected via wifi and refuses to reconnect them until the hub is restarted, which at the moment is on average twice a day. Wired connection does the same just not as often as the wifi. BT will NOT do anything as they say they have fulfilled their part by getting a good speed TO the hub and wifi is NOT their problem. They have replaced the router but that has made no difference.

  • crazzzi
  • 4 months ago

Crapp. You do NOT Get what you PAY FOR. Roll on November, The END!!

  • bunker
  • 4 months ago

I have put 3* for reliability because although we don't have many really serious problems the connection drops out and re-establishes itself at irregular intervals usually when I am in the middle of doing something. Suddenly I find I am being redirected to the BT Home Hub's own home page. But by the time I have reacted the connection is back.

I put 1* for customer service because on those occasions we have needed assistance we (ie : both my wife and I) have been quite unable to understand what the person on the line is saying. I is embarrassing to have to say this and raises the prospect of being accused of racism. But as Melvyn Bragg pointed out in his programmes about the English language some years ago, there are many versions of English globally, and at some point they part company to a degree which means that communication becomes more and more difficult and eventually ceases altogether. In practical terms it means we dread having a fault.

And 4* overall because the whole thing is reliable enough that we can mostly get on with daily usage without too much trouble.

  • Septuagent
  • 4 months ago

Support is poor.

  • pugwashtizzie
  • 4 months ago

BT. Oh dear. All I wanted to do was upgrade from standard broadband to super fibre. Simple they said... Flip a switch in the cabinet and the engineer would fix up my smart hub for me. The hub didn't arrive when they said it would. The engineer didn't turn up at all despite me being reminded by constant emails and texts from BT that he would be coming between 9am and 1 pm. After profuse apologies they sent out another engineer today who fixed my hub but couldn't flip the switch in the cabinet. So after two days off work for nothing I still don't have my superfast connection. More profuse apologies and a promise to flip the switch tomorrow don't go any way to make up for two wasted precious days off work. BT... Go get yourselves an internal communication skills training package!

  • Sally1958
  • 4 months ago

Excellent service and highly reliable fast broadband

  • daverwarr
  • 4 months ago

My house is to far from the exchange to be connected to fibre so I can only get a very slow ADSL+ connection to broadband. BT have no plans to provide a superfast connection for me and my neighbours. I find this unacceptable. BT should provide all premises with superfast access

  • sunabbas
  • 4 months ago

If something goes wrong with broadband and or mobile (hardly ever) one phone call and it is fixed

  • 333geoff333
  • 4 months ago

BT come in for a great deal of criticism, but speak as you find, I cannot fail, the broadband service they provide. What I am crtitical of is the constant price increases and the way they protect themselves and not the customer.

In the past you could leave a contract if BT raised charges during the life of that contract; recently they claim that they will not increase their Broadband charges within any contract period. I therefore presume that they can and will increase charges for other services and as we will be tied into a 'protected' Broadband service for BT, but we will not be able to switch providers until such time that both the Broadband and Phone contracts end together!

  • bawddwr
  • 4 months ago

BT come in for a great deal of criticism, but speak as you find, I cannot fail, the broadband service they provide. What I am crtitical of is the constant price increases and the way they protect themselves and not the customer.

In the past you could leave a contract if BT raised charges during the life of that contract; recently they claim that they will not increase their Broadband charges within any contract period. I therefore presume that they can and will increase charges for other services and as we will be tied into a 'protected' Broadband service for BT, but we will not be able to switch providers until such time that both the Broadband and Phone contracts end together!

  • bawddwr
  • 4 months ago

BT come in for a great deal of criticism, but speak as you find, I cannot fail, the broadband service they provide. What I am crtitical of is the constant price increases and the way they protect themselves and not the customer.

In the past you could leave a contract if BT raised charges during the life of that contract; recently they claim that they will not increase their Broadband charges within any contract period. I therefore presume that they can and will increase charges for other services and as we will be tied into a 'protected' Broadband service for BT, but we will not be able to switch providers until such time that both the Broadband and Phone contracts end together!

  • bawddwr
  • 4 months ago

BT come in for a great deal of criticism, but speak as you find, I cannot fail, the broadband service they provide. What I am crtitical of is the constant price increases and the way they protect themselves and not the customer.

In the past you could leave a contract if BT raised charges during the life of that contract; recently they claim that they will not increase their Broadband charges within any contract period. I therefore presume that they can and will increase charges for other services and as we will be tied into a 'protected' Broadband service for BT, but we will not be able to switch providers until such time that both the Broadband and Phone contracts end together!

  • bawddwr
  • 4 months ago

I been with Bt fo about 10 years now and for the first 9 years it was very poor due to under resourced hard ware which has just been updated.
I like playing games on line and before the update which I spent many days complaining about the upload and download connection times were above 300ms and as much as 2seconds now after the update of hardware the time to send the packets is reduced to about 60ms but above this makes gaming impossible.
I like to say Bt is good but the 9 years the plus 15 engineer visits and the poor gaming and Bt saying its all good is just poor to say the least.
Now I get 40-78meg download and 6-25 meg upload at of peak which is good but still have problems of delays due to congestion at peek times with th speed dropping to the lower levels 40 down and 6 up.
To get consistent gaming I have to reduce the speed to 6 up and 24 down on the router settings.
All said very poor.

  • bushman
  • 4 months ago

BT come in for a great deal of criticism, but speak as you find, I cannot fail, the broadband service they provide. What I am crtitical of is the constant price increases and the way they protect themselves and not the customer.

In the past you could leave a contract if BT raised charges during the life of that contract; recently they claim that they will not increase their Broadband charges within any contract period. I therefore presume that they can and will increase charges for other services and as we will be tied into a 'protected' Broadband service for BT, but we will not be able to switch providers until such time that both the Broadband and Phone contracts end together!

  • bawddwr
  • 4 months ago

Very reliable so far

  • gornic
  • 4 months ago

Been with BT for a few years
No complains

  • groveleaze
  • 4 months ago

can't be relied on useless.

  • cettown6511
  • 4 months ago

I have recently moved house and despite being amongst the very first in my former neighbourhood to register for the new broadband service, before it became the norm, and then being amongst the first to register for fibre broadband, moving to an area served with this supposed "superfast" fibre broadband from BT, I seem to be experiencing the same old problems I had in my former home. Apart from a very mistaken break from BT to try that absolute crap that is TalkTalk, I have been a loyal customer of BT, but boy do they try your patience. Despite many complaints they finally found that there was in fact a problem (like a connection from the telegraph pole to the junction supply being aluminium not copper) and affected a sort of repair that was not totally reliable. This "repair" was only fixed after sending the CEO a number of shirty emails, which were eventually actioned.

Now I have moved to an area with fibre broadband and I thought my problems would be over. To rub even more salt into the wound they have had the temerity to announce yet another price increase, all the while I am continuing to experience breaks in my service which they say don't exist - after they have checked once when they received my complaint.

I now live in rented accommodation and it is not easy to obtain permission to change to cable and give Virgin a chance so I am stuck with the outrageous crap that BT continue with.

When is the regulator going to do something about all of this and make a true "free" market that privatisation was supposed to deliver, and give other suppliers more of a chance and strip BT of the monopoly that it still has. There is a pretence that we have the option to find other suppliers (other than Virgin) when the other suppliers are simply an arm of BT because it is they that control all the exchanges and wiring.

As for rating my provider, if I could give them a zero, that would be my rating.

  • nosher49
  • 4 months ago

For C20 customers it would appear BT want rid of us. If they spent as much time and money maintaining the service as they appear to on manipulating the software things might improve. However the Government talking about putting an end date on copper services, I can understand BT not spending money on maintaining copper services.

  • Bhealech
  • 4 months ago

Fibre doesn't feel as fast as I expected - though teh metrics tell me it is. The main problem is that it unstable and drops out far more frequently that the old version. I thought it would be more stable tha teh old fashioned kind, but unfortunately I was wrong.

  • maggiet
  • 4 months ago

Disgusted with BT. They have just hiked up theri prices and the service is worse than ever. Fibre cables adorn the poles along the the village but we have not been connected. We are 4 miles from the exchange so our connection is slow and unstable. We have done everything we can to get connected to no avail. As the fibre has been half finished we don't feel like going back to square one and talk about a community programme. Openreach need to put their fingers out and finish what they started.

  • lagalesa
  • 5 months ago

OK when things are fine but worst customer service I have ever come across.

  • tarric
  • 5 months ago

I Get more than the advertised speed!

  • OldFella
  • 5 months ago

broad band appears to slow down over time

  • robinjbest
  • 5 months ago

BT have proved to be reliable and with excellent support....we are way out in the sticks so poor speeds but consistant

  • strayaway
  • 5 months ago

Download speeds are very good at the moment

  • malcolmwh
  • 5 months ago

19.5 / 3.4 should be better... thinking of changing from BT to PlusNet, which has better reports from my neighbours...

  • gwasygog
  • 5 months ago

The basic speed is excellent BUT the customer service is awful.

When they increase the price in September I will certainly be moving. Who to at this time not sure.

  • johnattipton
  • 5 months ago

The speeds are good - when we have a connection, but it keeps dropping out (a BT engineer confirmed that on one day it dropped 500 times - yes 500) Usually just for a couple of minutes, but it might as well not be a connection at all. This has been ongoing since 26 March this year and they still haven’t fixed it.

  • JackieGrebby
  • 5 months ago

Our BT Broadband service is generally reliable and quick. We typically get 69-70 Mbps on our Infinity 2 FTTC service which is pretty good for a small village in Cambridgeshire. Main problem coming up is a big price increase when out current 'deal' ends in September so will probably be switching to another provider. It is a silly situation, I will move to someone else and get a new customer deal for 12 or 18 months, then I switch back to BT because I am now a new customer, I get a good deal. I would happily stay with BT if they just kept their prices 'low' all the time.

  • EtheAv8r
  • 5 months ago

Very expensive now I must consider changing to a better provider. BT are too big and very greasy.
B

  • peterradio
  • 5 months ago

Very expensive now I must consider changing to a better provider. BT are too big and very greasy.
B

  • peterradio
  • 5 months ago

REALLY SLOW SPEED BUT RELIABLE

  • djkriss
  • 5 months ago

After many years of service from BT, I am moving to Sky for my broadband service. Historically, BT were the only provider available to me for fibre broadband but this is not now the case.

Only time will tell if other providers are better than BT, but given a recent extended outage where I had no service (but despite 10+ calls to BT they kept telling me there was no issue!) I then get an email from them telling me they were increasing the price of BT service, which finally 'pushed me over the edge'.

Sure they then offered to half the price of my service when I told BT I was cancelling, but my decision was already made...

  • nprubega
  • 5 months ago

In all the years I have been with BT, I have been generally satisfied but, whenever there HAS been a problem, the "admin" people let BT down: I often think that some of them couldn't organise the proverbial "p!ss-up in a brewery". That said. I have no inclination to leave BT as, by and large, I'm pretty satisfied.
D/L 60+ constant
U/L 18+ constant
Reboots every month or so.

  • lelboy
  • 5 months ago

They are an arrogant and deceitful company who would say and do just about anything to further their own ends. In my immediate area we have been waiting for at least 3 years for them to improve our broadband. All around us are people with super fast broadband. Every time we approach them we get another set of lies. They told us engineers were at wok installing superfast broadbandin early 2015. There latest projected guess is at least 18 months wait and then they may be able to give us a date. Thanks BT/ Openreach. If you didn’t have a monopoly where would you be?

  • johnscarre
  • 5 months ago

we started out at a reasonable cost got conned into signing for 18 months had 2 increases started at 19.79 now 31.99 and still got half my contract to go felt duped will have to go to bitter end and then i am changing to plusnet or post office any body except bt or talk talk

  • Vangellis0
  • 5 months ago

I have always found BT to be more than satisfactory. However over the past few months I have had several to call their customer service department via their online Chat Service on several occasions and have found that the level of English Knowledge (they can speak English but do not seem to know what the words actually mean) is sadly lacking. They do not read your answers fully (I think they must just skim them) and therefore cannot understand what your problem is and keep either asking the same questions or give you advice that has NOTHING to do with your problem. Furthermore they do not appear to be bothered dealing with the real problem but go through various standard procedures such as 'switch off you hub for 2 minutes' or 'what lights are flashing' despite having been informed originally that you had carried out all of these 'problem' solvers. They do not appear to understand that a technically savvy person is talking to them and treat ALL callers as absolute imbeciles. Occasionally you get a good rep but it is a very rare occurrence. Also they will not,despite being asked on multiple occasions, pass you over to either a manager or somebody that speaks English as a native language. In effect BT Customer Service should be renamed BT Customer DISservice!!

  • Stephen_Clayforth
  • 5 months ago

Download speeds are not really fit for purpose at around 8mb.
Support as a business customer has been good but the cost is high

  • rodaleg
  • 6 months ago

I am in the depths of Rural Wales.
For many years I had to use very slow connections, but Superfast Wales deemed our area suitable for FTTP.
The installation by OpenReach was a nightmare, their 'engineer' was clueless and it took several months AFTER the initial "install" for it all to work. The Engineer who finally cracked it was very very good, and went much more than the extra mile to sort it out.

The Service itself is a nominal 70Mb/s, and has proven extremely fast & reliable overall. I watch most of my "TV" via streaming, and this largely works well. At peak times I do suffer drop-outs. These are generally short-lived, but it can (Footie on UHD) be very annoying, if not heart-attack-inducing....

There have been a couple of isolated faults (over 18 months) which have been resolved pretty efficiently by BT. Their staff tend to be very friendly & helpful, though the Billing Department is a shambles.
As with everything BT\OpenReach-related, its a bit pot-luck, so-far I've been reasonably lucky!

I would recommend BT, they're not perfect, and not cheap. The compulsory phone line charge and their POTs charges are iniquitous!
Experience with other ISPs (principally Virgin) shows that BT is no worse, and overall a little better than it is often given credit for.

  • wittgenfrog
  • 6 months ago

Not overly impressed as at busy times our speed is rubbish and our child struggling with playing on the xbox and to be honest its not cheap so maybe a time for a change

  • jshutt
  • 6 months ago

My speed is very slow but it is reliable

  • djkriss
  • 6 months ago

Speeds significantly down over the last six months (25Mb to 16Mb). Should be at least in the low twenties. Would change to Virgin if it was available.

  • otleyj
  • 6 months ago

Fine when things are ok but just pray you never have to cross swords with their "Customer Services" they are the only company that I have ever come across who's default position is it's all your own fault.

  • tarric
  • 6 months ago

Really fed up with BT. They started to lay the fibre cables and never finished the job. We have tried everything including speaking to our MP. We are 4 miles from the exchange and our BB is very unstable. We are a rural community which relies heavily on our Internet connections for shopping,and business and of course leisure.There are times when we are not able to get online at all . This is especially so when the weather is wet, showing that the old copper cabling and its connections have deteriorated markedly.We are 5 miles from the nearest small town and 30 miles from the business centre.We are totally fed up and to cap it all if I telephone BT I am told they can't find any fault almost as though they think I am making it up.

  • lagalesa
  • 6 months ago

Lousy. No concept of customer service.

  • gbichard
  • 6 months ago

Speeds significantly down over the last six months (25Mb to 16Mb). Should be at least in the low twenties. Would change to Virgin if it was available.

  • otleyj
  • 6 months ago

Since we moved here on 22 March this year, our internet connection has been abysmal with it constantly dropping - sometimes every couple of minutes (and back on again for just a few seconds). We’ve had 4 engineers out and each time the fault is signed off even though we are still having problems.

  • JackieGrebby
  • 6 months ago

Whilst the speed up and down is very good every few days the service out for 20 to 30 minutes and it is very frustrating

  • mick4901
  • 6 months ago

Used BT ever since AOL died a death the service has been getting slower and slower bearing in mind i have Infinty. Tech support is a joke stay clear

  • Dazussdj
  • 6 months ago

Other than being very expensive I am unable to find fault with BT broadband, TV, mobile, Though the TV is stupid in comparison to Netflix, NowTV and Amazon Prime all BT films are to be paid for, with one or two exceptions, overall BT is good value very good

  • 333geoff333
  • 7 months ago

I left BT for Rapid Rural after the excellent staff at BT struggled to get a half reliable service out of their aged infrastrucure. The harm this underinvestment has done the economy must be immense.

Rapid RUral supply 80Mbps for a not inconsiderable £42/month, using wireless from the Buckinghamshire county hall to the local church to a dish on the side of my garage. Really good and appropriate for a rural location. Why BT haven't used more wireless for low density areas is beyond me. But THANKS to Rapid Rural for helping bring my IT up to date!

  • breeses
  • 7 months ago

BT Infinity Upgrade

Persuaded by discount offer to "Upgrade" from a 52 Mb/s Infinity which had consistently given speeds of 49 - 51.
New Infinity 2 service, nominally 76 Mb/s' produces download speeds of only about the same as Infinity 1 or slightly less. The upload speed however has increased to about 16-18 Mb/s

In the 6 months since the change BT engineers have visited and checked the installation but have failed to provide any improvement.

As the two services cost the approximately the same I am not inclined to pursue it any further, but I still suspect that an error was made in the setting up of the new service.

  • Glentane
  • 7 months ago

I live in a rural Cumbrian location. BT were bribed by the misgovernment to bring FTTC here, and my broadband went from 2 to 13 and then later to 35 download (although only 1.7 upload). This is excellent performance. However, it is a Market 1 exchange so there is no competition. All monopolies are evil, and BT abuses it's position as monopoly suppler. Their customer care sucks, I hate calling them. If I could change I would, but there is no alternative.

  • TheOldFellow
  • 7 months ago

Bt Customer service is definitely improved and speed for the village is improving

  • djkriss
  • 7 months ago

Speeds good (70 down 18 up) and very reliable, so no opportunity to try out customer servce.

  • Wyton
  • 7 months ago

Oh dear, oh dear. Broadband connection has been dire throughout April and May. BT seem incapable of rectifying our problems

  • JackieGrebby
  • 7 months ago

Constantly drops out when streaming data. Customer service say due to congestion.

  • viccot
  • 7 months ago

Down load speed is around what is promised 75Mbs, up load 18.5Mbs.
Internet been dropping out recently not too much of a problem. Email taking along time to connect to BT server. This is a minor problem, but irritating. Not contacted BT support yet regards these issues.

  • Grumbledene
  • 7 months ago

Great new FTTP connection and separate phone line but problem is imy new numbers already been given to some scammers in Asia (sounds like an Indian call centre) who are constantly ringing to ‘help me fix my ISDN broadband problem’!

Never had this with other providers - Perhaps really bad security/confidentiality somewhere in BT?

  • gmorris4
  • 7 months ago

Every day the signal drops out, I am just not getting value for money

  • buzzer999
  • 7 months ago

Download speeds excellent, as promised.....very near local exchange. UK customer centre in Glasgow very helpful in respect of minor enquiry. I cannot fault the service offered by BT.

  • DAtcheson
  • 7 months ago

My Smart Hub has an ongoing intermittent fault. It keeps glowing Orange which means no internet access. It recovers the connection a few minutes later.
This is highly frustrating when trying to meet deadlines with work emails, or streaming video content.
I have repeatedly reported the intermittent fault to BT. No effective remedy has ever been provided.
I will not renew when my contract ends.

The other annoying thing is when I log in to chat to report faults... every time the chat is ended before my report is resolved. My guess is that the support staff know that Smart Hubs are prone to this fault and have no answer.

  • awordsmith
  • 7 months ago

Latest quotes from BT tech support.

''we have no control over upload speed''
''we have no control over ping times over our network''
''because we sold you an up to service , 30kbs upload is within the level we sold you''

  • harlequin1963
  • 7 months ago


BT is VERY VERY EXPENSIVE, but I suppose that it is Ok,
The customer service is something else,- it is appalling, I don't think that the people at the call centres. can even read the script in front of them properly, they certainly don't listen to what you tell them. All they want to do is sell unwanted packages of film or sport.
BT is also VERY EXPENSIVE for what it is, I shall seriously consider leaving BT when my contract is up.
It is about time that BT starts to listen to it's customers more, and not it's share holders.

  • peterradio
  • 7 months ago

The download speeds are OK, I would like an improvement but I will have to wait until the area is improved. When I had a problem (physical connection) BT response was very good.

  • Dodgertoo
  • 8 months ago

I have been with BT for 2 years.For most of that time I was perfectly happy.Latterly there have been days when the connection breaks then returns minutes later.I am satisfied now that it has something to do with BT - not my setup. I haven't complained because Virgin have just laid cables in our village and next month I shall change to them. My second complaint about BT is the quasi threatening "Goodbye" emails from them.Frankly they need lessons in customer relations.Consequently if things do not work out with Virgin I will not return to BT under any circumstances.

  • Julius123
  • 8 months ago

Very bad month: it took them two weeks to fix a broadband failure at the exchange! No explanation. Required me to stay in for them on three mornings. Offered £30 compensation.

  • gpatt
  • 8 months ago

We are all, in our village, very fed up with the BB coverage. The speed is mediocre and the connection is very unstable and drops out regularly every day. When phoned on numerous occasions, BT say they can see no problem. I was even told that they don't promise a stable conection all the time !! Openreach has started to erect fibre cables but the job was abandoned last Autumn when they ran out of money. We will probably have to have FTTP as we are 4 miles from the exchange which has already been fibre enabled.

  • lagalesa
  • 8 months ago

My download speed started at 27 and has gradually reduced to around 22 Mbps. This has happened before and it gets fixed then the cycle of decreasing speed repeats. This on a system that has fiber to the cabinet and is capable of delivering 72Mbps.Also when streaming television programs it keeps losing the connection and the stream has to be restarted. Very annoying.

  • viccot
  • 8 months ago

On entering I was aked by BT for a password, which I found very odd. Despite entering my BT password I still could nor access the internet or send e-mails. I contacted BT (faults) and ended up speaking to a man in Dublin!!!! He said there were quite a few problems affecting the internet and my area was one of them. On further checking of the areas I discovered mine had no reported faults. I then went back on to BT and ended up in that wonderful place India!!!!! A Mr Chaterjee was quite helpful and fixed it - or so I thought. He had fixed it to the extend that I could receive e-mails but NOT send them. I then got another Indian man who was worse tahn useless he could fix it at all and didn't seem very knowledgeable. In the end I called in a very good IT friend of mine who eventually managed to fix it. He confirmed it was a BT mistake.

  • tilldiem
  • 8 months ago

would change in a flash if other ISP could give so called super fast broadband in this area. Customer service comes from other side of the world can't understand what they are saying 80% of the time.
Open reach called 6 times and each time they came up with a different reason why I was getting 1-10mbs and paying for 65.
Thanks to a SKY engineer that problem was fixed he came to install sky TV box. Thank you sky

  • cettown6511
  • 8 months ago

would change in a flash if other ISP could give so called super fast broadband in this area. Customer service comes from other side of the world can't understand what they are saying 80% of the time.
Open reach called 6 times and each time they came up with a different reason why I was getting 1-10mbs and paying for 65.
Thanks to a SKY engineer that problem was fixed he came to install sky TV box. thank you sky

  • cettown6511
  • 8 months ago

Poor and costly service.

  • pugwashtizzie
  • 8 months ago

We’ve been here a month, and in that time the connection has been abysmal. A new router has been supplied, but every afternoon the connection continually drops out. BT say they are ‘working on it’ but so far I’m relying on 4G for much of the day.

  • JackieGrebby
  • 8 months ago

I have been with BT over decades - and am generally happy with the service. Most times, when there has been a "glitch", the problem is resolved - but you have to jump through hoops, as the "admin" often leaves much to be desired. That I am still with BT says that I am pretty happy - but there COULD be improvement with their Admin staff.

  • lelboy
  • 8 months ago

On BT Fibre. Netflix drop outs occurring all the time and the same with amazon prime streaming. Advertised as up to 72 it only achieves 27. About 0.5 mile away from the cabinet. Very poor service and complaining achieves absolutely nothing except a threat to charge for a visit if the problem is on the premises. Crap service all round.

  • viccot
  • 8 months ago

I was on standard BT Broadband getting a download speed of around 3.3MBPS. BT told me I could now get BT Infinity at my home. I upgraded, paid the one-off installation fee, agreed to the increased monthly payment, and I now get 1.8MBPS download speed.

When I run the BT speed tester, it either tells me the speed is 2.0MBPS (the minmum BT contracted speed - funny old thing), or fails to provide a speed because the connection is so slow. They have tested my line and declared it fully operational. And because it meets the minmum contracted speed, they won't do anything about it.

Beware of claims from BT about the speed they can offer you.

  • denyer
  • 8 months ago

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