I dislike your constant increase in prices.
Douglas Shewan

I had to move house into temporary accommodation. I subscribed to BT's Premium Mail service to keep both my email address and my wife's. When we moved into our new home, and I took out a new BT contract, my email address was included but not my wife's. Calls to BT proved to be useless. Twice I was promised a call from their Tech Dept, but was never called. All I got was a brusque comment that my wife's address had been deleted and it was impossible to reinstate it.
BT's broadband speed at my new address (less than two miles from my old address) is dismally slow with frequent drop-outs of service altogether.
It's a dismal side of BT that I never knew existed.

I have no complaints regarding BT who provide a stable service. There is little or no contact with Customer Service, except when there is a problem. I have had problems in the past and found the customer service experience convoluted to say the least. In the last 4-5 years I have had a constant signal, with little issue.

When I first changed to BT I had fairly low speeds. I complained and they investigated. Result was because I was exchange only line.
Some time later a green cabinet was installed in the pavement outside the exchange and I thought that would end my poor speeds. However, it was not that good for someone who lives 250 yards from the exchange. First part u/g then one o/h span to my house. Investigation revealed some Ally cable somewhere in the service to my house that was causing the problem.
I just had to accept it.
With no further input from me speeds are now 80/20 Mbps so obviously work was done to get rid of the Ally cable.
I took a long time but am happy with the service.

Stuck with BT because no one else will supply,
BT therefore in no rush to upgrade lines to local area
Max 2.4mb down 480kb up

I pay for broadband infinity and run at 60-70mbs. I cannot use the latest hub because there is a fault on the line which they will not accept. I have to use home hub 4 via the broadband box. If this box gives me problems I will switch to Virgin

Currently on Fibre 1 package but syncing at 73Mbps of 83Mbps.
Using their HUB5A router does the main job just wish I could create guess SSID's or separate it for other devices like Google Home devices and Amazon Fire Stick's for added security and protection.
I've wired an old HUB4A to the gateway for an added wifi access point.

My main problem is the very annoying disconnects I'm experiencing from once in 2-3 days to 2-3 times a day...the disconnect takes 2-5 minutes+ to reconnect interrupting any streaming or smart device use as well as any other browsing etc.
Looking at the hubs useful (but cryptic?) logs almost always show an entry preceding the disconnection saying;
"PPP LCP Send Termination Request [User request]"

I called BT in this but could not get an answer. It looks like a logical event, like an instruction sent centrally or from the local green box or exchange. Anyway, after discussing and BT tests and engineer was assigned. No fault was found but the older socket ADSL filter was changed to a newest VDSL one (although electronically I suspect their the same).
Later in the afternoon the same day it disconnected again. But was then ok for over two days, and I was thinking BT has done something to fix it. But no come 17:50 it disconnected again and several times since.

Possible fix is pay for a VDSL router (which look expensive) or change provider.
The OpenReach engineer did suggest contacting BT to get a HUB6. This might work but if the logic 'fault' remains I'd guess the problem will remain.
I'd also assume going to PlusNet wouldn't fix this as they use repackaged HUB5's and the same BT network.

I'll give BT a call later to discuss. Naturally locked into an contract for another 6 months!
[email protected]:44.

They offered us superfast2 on a Cease Line from Cab 11, 800 meters 16mbps,away to Cab 12 120 meters away 60mbps. They ceased and never connected. BT and OR blamed each other! after several days of struggling with 'Fon' they connected us via copper all the way back to exchange 2mbps. No Fibre to Cabinet and the previous connections had been given to another customer. On Face book 69 persons in the village have problems as the 'migration' from 11 to 20 fouled up. They said it would be resolved by April 2, then yesterday 24th Feb said 'maybe' JUNE 1st. Never speak to same person, one has said that we had been reconnect Fibre and then found out it was same address but in a town 3 miles away!! Despair!!

Really fed up with BT but Openreach in particular. Our speeds are terrible and with intermittant coverage. Often I cannot get Freeview and can never run more than one piece of technology at once.

Sorry to say but the speed of the broadband from BT is really very poor, at the weekends the service grinds to a halt virtually ..probably as everyone is downloading films etc. It states100mbps and it is no where near that, can't wait for fibre to fall in price so that we can join other European countries such as France who enjoy really fast broadband.

As usual the U.K. Is miles behind Europe! Not a happy bunny.

The upgrade from infinity 1 [16mbps] on Cabinet 11 to infinity 2 on cabinet 20 [60mbps] didn't happen. Open Reach disconnected us but did not reconnect! The cabinet was apparently not ready so now connected from the exchange with copper all the way and 4mbps! 2nd April is new connection date. According to Facebook 69 people in the village are affected by various problems.

BT is an absolute crock. They have screwed my e-mail after having suspended my account because of "suspicious activities". I can't download mail even after following all of their instructions.

Very slow (1.2 max, usually less) and very expensive and I keep bombarded with offers of fast broadband that they can’t provide. Very galling, poor customer relationship. When calling customer services the staff don’t seem to understand the technology and yet are patronising! They have no idea about options for improving the service with anything other than the standard mainstream approach.

Very slow (1.2 max, usually less) and very expensive and I keep bombarded with offers of fast broadband that they can’t provide. Very galling, poor customer relationship. When calling customer services the staff don’t seem to understand the technology and yet are patronising! They have no idea about options for improving the service with anything other than the standard mainstream approach.

I've just switched from BT to Plusnet, same service, same download speed ( 27 Mbps ) as I had before at half the price. The problem with that lumbering giant BT is that you cannot pick and choose ones individual requirements. They ( BT ) offered me a miserable £2 a month off my monthly bill in spite of being a loyal customer for 45 years ! Yep, was time to switch !

Poor speeds not willing to invest and improve

Speeds getting worse over time again! DLM reset needed,,,,

Ihave mixed feelings with BT. They can sometimes be highly inneficient, other times they supply a reasonable service. What I most object to is the cost of using BT.There charges have gone up inexorably especially during the last year.

Over the past few months the speed has dropped quite substantially

Been with BT for a few years but they up the prices so much at end of contract that you have to look elsewhere. Last time they wouldn’t give me a new deal until I signed up for a different supplier, then they were all over me offering an equivalent deal with a two year promise only to reneaig on the deal. I don’t like being lied to so will will move regardless of sweetener offered. Shame on you BT.

The main issue is that the speeds are poor, upload and download are really off target. At the weekends the system grinds very slowly. I should invest in fibre as it is at the end if the road, but maybe that is what they want us to do ..more money in their coffers.

BT Broadband is perfectly OK for my requirements when it works - and fortunately it does work pretty well. Being 85 years old and suffering from the hearing loss that goes with the territory I dread the thought of anything going wrong because trying to deal with such problems over the telephone (a no-no for people with hearing loss anyway) by speaking to someone whose first language is not English is terrifying - and I speak from grim past experience. If I were to change to another ISP it would be in an attempt to get one that has a proper support system, not the apology for a system offered by BT.

A cabinet migration went horribly wrong in Nov 2018 leaving around 60 villagers with No service, frequent disconnections and very slow [4mbps] speeds. Lots of OR vans but issues still not resolved despite promises. Last Thurs 17th Jan they said all problems would be resolved by 5pm, not so! Explanation Friday was that they had a critical outage which they had to resolve before continuing! Then they are waiting for a replacement card so in the hands of the suppliers.

BT B/B is OVER PRICED, with RUBBISH customer support.
Does not look after long standing customers, but gives BIG discounts to new customers at the expense of long standing customers. I shall be seling my BT shares & leaving as soon as my existing contract permits.
My advice is AVOID

Download speed is rubbish. Upload speed... at 0.3, it's laughable, if I wasn't so often in tears over the disgraceful customer service.

Speed is always an issue

I have had difficulties with BT this last year. Culminationg
In BT telling of on that they will not able to provide the minimum speed of 40Mb
This appears to be factually incorrect as I have enjoyed 50+Mb for months now.
Goliath just trod on one of its long standing customers

Speeds getting lower over time for us older clients of theirs. DLM locks to a much lower speed sync.

speed up and down like a hoars draws

Very poor tonight the test is showing the highest speed not the actual slower speed videos keep stopping and even text goes so slow you type faster than it responds.

Overall I get a good service from BT. I loose connection to the router daily but this seems to be a problem between my laptop and the router. Other people I talk to get the same problems. If I log out and back in again the problem is solved.

The cost goes up every year but as I cannot get fibre connection here any service provider will have to use my telephone line.

Cancellation Problems and poor customer service.

Was quite happy with BT until my contract ran out. I had a land line broadband TV and a mobile phone with them. Before having to contact them the speed of the service was fine and was pretty reliable but as my contract ran out and I needed to phone customer services to cancel and this is when my problems started. Customer service was always difficult to get through to but after a few goes and a few hours on the phone I finally got through to some one to cancel. After this was done I thought nothing further and didn't realise I was still being charged until about 3 months later for my mobile phone. Anyway I phoned back to try and get this resolved and it turns out they sent me a PAC code for the phone rather than canceling it like I asked them to but with their help, after another few hours on the phone, it appeared to be.

A few days later though I received a email saying that their decision to refund me had been reversed as apparently I "would have seen the charges on my bank statement and should of contacted them sooner." Disgusting that a big company is smearing their once good name resorting to dirty tactics to save a few quid despite not canceling the package like I asked.Please, please be careful if you sign up with them as a cheap contract can turn expensive once your initial discount period has expired, like I found!

I have moved house. The assistance from BT enabled me to keep my email addresses during the hiatus when I had no contract. They reconnected my broadband a day earlier than they had said and called me to let me know. Excellent service, no interruptions, good speed.

On the whole the service has been reliable although sometimes a device will show the dreaded Still Loading symbol on screen and it fails completely but the main connection to the internet is acceptable.

Not happy with BT overall, having tremendous problems with BT Mobile.

Not happy with BT overall, having tremendous problems with BT Mobile.

Last year my speed averaged 35 and this tear it's consistently
nearer 25. Diabolical and the service matches.

good reception and no droppage

1. NO
2. NO
3. NO
Who do you consider to be responsible B.T. or Openreach???

People complain about BT's Broadband service, but I must honestly say that I've found BT excellent re its broadband and Mobile service. My only complaint is that the Company are constantly increasing their charges! Co9me on BT, we don't get pension % rises like the % increase you make!

Been with BT now for over 4 years. During that time the service has been faultless with only minor outages (2min or less). Router failed after two years and this was replaced by return. All in all an excellent service.

Speed 15 months ago was 28.6 and stable, now only 21.4 at best, often 6 to 15 in evenings,and frequently interrupted, OR say due to migration problems to new cabinet. FTTP was due to be installed Nov 2017, then May, Nov 2018. Spring 2019 is the new estimate.

There is NEVER a day when the internet does not drop out at least once, sometimes momentarily sometimes much longer.
This is not good service at all.

Grossly OVERPRICED & the price keeps going UP for no apparent reason, certainly not for any customer benefits.
The customer service is DREADFULL all the Helpline operatives do is read from a pre-prepared flow diagram script, and NEVER answer a question directly.
When my contract ends I shall be leaving BT/Openreach, because there are much better and cheaper deals to be had from other providers.
I am surprised that Ofcom do not have better control over this monstrous concern.

Following a fault with my Broadband which as usual happened at the weekend ( sat 24th Nov) I contacted BT support, I very helpful member of the support team conducted a number of tests and decided the fault lay outside the property, promised a mini hub would be sent out and an engineer sent to diagnose and correct.The mini hub was delivered the next day ( a Sunday no less) and this was followed a short while later by a supervising engineer who arranged an appointment for today (27th). Helpful engineer arrived as scheduled spent an hour diagnosing, fitting new master socket, thoroughly testing etc. Result double my former download speed so well impressed

Having been with BT for broadband from day 1, I have always had good service from them. In recent months they have starting moving their call centers back to the UK which Is a good move. I spoke to the call center only a few days ok and my query was resolved withing about 5 minutes, so very much easier talking to an English speaking person ! My Broadband speeds and reliability have been excellent from day 1 and now with Ultrafast Broadband installed its even better !

Dreadful customer service - some who speaks English as a foreign language promises to fix my problem and never does!

Promises,promises but no action! Our speed was 28 down 4 up,and has slowly deteriorated to 20down -4 up withe frequent interuptions .Excuses.its old alloy and copper, and fibre to the pole you will get Nov 2017, then Spring2018, then Nov 2018, now April 2019! New Cabinet installed 200m away but cant connect,now found the old cable duct blocked with tree roots, meanwhile continue to try to get us to sign up for faster service which equals 'pay more get less'.

I am fortunate enough to have been part of a Superfast Wales roll-out of FTP, around 12 years ago.

The original roll-out\installation efforts were, to be kind, farcical: the usual BT\OpenReach game of missed\wrong dates, wrong staff, etc. etc. After 6 weeks, I had all the bits, and was connected to the fibre, but it didn't work.
After over two months of this nonsense, a "proper" Engineer turned-up and spent a whole day sorting-out the mess. He was excellent in all respects.

Subsequently my 70Mbs line has performed excellently, though when viewing 4k material I do occasionally experience stutters and sometimes the dreaded whirlygig. This has been rare, and has diminished lately. My suspicion, sort-of borne-out by running speed tests on the line during these episodes, is that it's a server\upstream infrastructure issue rather than a problem with the Line itself.

My overall assessment of BT is that it is like the Curate's egg: good in parts.
Their relationship with OpenReach is unbelievably bureaucratic, slow and obscure ma\king for lousy service.
BT's dominant role in providing Broadband makes them complacent.
Once everything is up & running and you don't want to change anything, its very good - if unnecessarily expensive.

If you are careful, and lucky, you can get a decent deal with BT. However I would be happier if I didn't have to negotiate each contract extension to get the appropriate discount.

With the discounts I get - BT isd good value.

If I don't get a discount on each renewal - I will leave.

BT is now VERY expensive for what you get.
New customers get MUCH BETTER DEALS & PRICES than existing customers.
If the cost rises any more I shall be forced to leave & find another provider.
Customer support leaves a lot to be desired, thats when you can gat through to a real person after waiting for what seems like hours.
CAUTION BT is now VERY expensive for what you get, & can damage your bank balance.>

Trying to find someone to speak to who can actually help is needle in a haystack time.Completely useless. Cannot even get my address right a year after it was changed.

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

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.

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,..

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.

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.

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!!

Excellent service during protracted house move.

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.

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!

"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.

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

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.

A mistake on billing was remedied without issue.

Great speed - never had any problems.

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

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.

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

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

With BT Infinity 2 - Superfibre Very few problems FTTC

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

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)!!

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.

My broadband drops out at least once a day

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.

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

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.

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.

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

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.

Support is poor.

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!

Excellent service and highly reliable fast broadband

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

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

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!

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!

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!

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!

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.

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!

Very reliable so far

Been with BT for a few years
No complains

can't be relied on useless.

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.

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.

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.

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.

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

I Get more than the advertised speed!

broad band appears to slow down over time

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

Download speeds are very good at the moment

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

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.

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.

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.

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

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

REALLY SLOW SPEED BUT RELIABLE

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...

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.

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?

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

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!!

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

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.

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

My speed is very slow but it is reliable

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.

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.

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.

Lousy. No concept of customer service.

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.

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.

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

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

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

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!

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.

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.

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

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

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

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

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.

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?

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

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.

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.

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''

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.

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.

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.

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.

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.

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.

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.

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

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

Poor and costly service.

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.

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.

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.

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.