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104 Reviews
  • Access to wifi hotspots
  • Mostly useable
  • 12 months Contract
  • horrible browser interface
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    104 Reviews
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      30.06.2014 00:08
      Very helpful
      (Rating)
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      • "Access to wifi hotspots"
      • "Free Router"
      • "Mostly useable"

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      • Unreliable

      BT - Its a Bit Terrible I'm afraid!

      I switched to BT from Sky purely for cost reasons, to get a cheaper bill by taking advantage of an introductory offer. With the benefit of hindsight, I wouldn''t choose BT Broadband now even if it were free! I''m just waiting out my contract and in a few months I''m switching, probably back to Sky. First, the few positives. The free router is easy to set up and is reasonably sleek looking. When the connection is actually working and running smoothly I can''t complain about the speed of it, nice fast downloads. As a BT customer you apparently get free access to wifi hotspots out and about, and although I''ve never actually used this service, there''s no denying its a handy one for a lot of people who work on the go. Onto the negatives though... Well, the service is not at all reliable. At random times about twice a week the broadband light on my router will turn orange for no apparent reason and I''ll lose the connection for anything from 10 minutes to a few hours. There doesn''t seem to be any rhyme or reason to this. I''ve long since stopped following the instructions on the ''help'' page that appears as it doesn''t do any good, its just a case of waiting. Even when the connection is up and running, every now and then it will have a little hissy fit and just stop dead for a few seconds. Not a huge problem, but a real pain if it does it say, when you''ve just clicked submit on a job application, or just hit the button to send a substantial bank transfer, and you then have to go through the rigmarole of checking whether your info was sent or not. Another annoyance, although not a major one is that the network randomly chucks my iPad and iPhone off every now and then. Just randomly disconnects them so that I have to reconnect. Again, not that serious a problem, but if you''re watching something on Netflix and it keeps stopping dead and you have to go into settings to re-connect to wifi, its a bit of an annoyance! I realise all these things sound completely petty, but when you pay for a broadband service you want it to just quietly work, and be there for you to rely on. With BT, you don''t get that reliability, you''re always wondering when the next problem will crop up!

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        12.08.2012 06:31

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        i have bt buisness internet, and every 10 mins or so i have to reset the router because it states that no connection is available. i could understand this if it was powering 10 laptops, as offered! but in reality it is only powering one. as everyone that needs free wi-fi has now gone elsewhere. waste of time and money.

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        03.08.2012 14:51
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        Unless you're a light user (e.g. Email and light surfing) or want to use BT Vision, avoid them!

        Me and my mum went with BT Total Broadband in our new flat (previous was Sky Unlimited with 10Mb/s stressed speed and 1.2Mb/s real download speed) thinking that it would be a good service and a cheap deal.

        The first of our problems came when BT gave us its cheapest package of 10GB usage, unlimited anytime calls and predicted speeds of 8Mb/s all for £13 a month. We thought it would be great for us.

        How wrong were we.

        I am a very heavy downloader and although I don't download so many files at the same time, BT quickly told us our usage was already 7GB over the limit. In a months time. I thought we were well within that, but they added £1 per gig to our monthly bill until we called them to move us onto a 40GB package for £18 a month, downgrading our calls to Evening and Weekend (why couldn't they have done that in the first place?!)

        Then I checked our internet speeds on speedtest.net, and tried it in 2 different phone sockets, first checking my bedroom socket. Not even 512Kbps download. Checked it in the master socket. Not even 2Mbps. Speedtest rated both connections as an F grade, which really peeved me out.

        Real download speeds are even worse. If you use BitTorrent, don't even think about it. My connection doesn't even reach 100Kbps (or 200Kpbs at the master socket) when using the protocol. Even direct download speeds are the same, even when using DownThemAll!

        BT even said something was wrong with the phone line but didn't even bother to fix it. I believe that the Home Hub has a part to play as well in the slow speed, and I have been pestering them for months now. We are set to leave BT 2 or 3 months early and go back to Sky, have to use their router but at least it doesn't cause so many problems like BT's. Shoddy service.

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        20.01.2012 15:48
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        great broadband package - you get what you pay for

        I moved into my first rented house in July of 2011 and was put in charge of utilities and anything to do with bills and subscriptions. One of the prerequisites of the house was that we have a BT landline - I'm still not 100% sure why but our landlord insisted. So I rang them up one day to get us set up with a simple line rental which came with free evening calls if we paid up front. Was pleased with how efficient and helpful they were on the phone (if you've previously read my review on EDF energy you will understand I was sick and tired of poor customer service).

        So once it was all set up and I was given an online account to access My BT on the website I chose a broadband package online. They offer a variety of packages and it's made a lot simpler if you already have a BT landline set up. We live in a house of 5 girls and we all watch online TV shows and download music and films and generally use quite a lot of internet so it was important to have a broadband package that gives us a big monthly usage limit and a fast speed. We chose the infinity package which has unlimited usage and UP TO 40mb download speed. Now the website makes it quite clear that only some areas of the UK can receive the 40mb download speed - we were not included in this area at the time, so were told we would receive up to 20mb which is still fairly fast and the unlimited usage was very important to us. The package is currently £26.60 a month as I had already paid for line rental.

        The order took about 3 weeks to process so it wasn't instant and we were left without internet for a while which was inconvenient, but the package arrived on the day it said it would (I could track everything online at My BT) and the setup was incredibly simple. I have never really been very good with technology, especially anything involving the internet, and I managed it with the easy-to-follow instructions. The Home Hub provided is a sleek black with three lights that show different colours to indicate problems - it looks nice in the house. It also has a removable part that has all the security keys on so anytime you want to connect a new computer, you can always find the passwords on a handy plastic card that slots into the hub.

        The speed at first was pretty bad - about 8mb, but I could see why this was online - the line takes a while to 'settle' at a certain speed. About two weeks later, by sheer coincidence, I received an e-mail telling me BT were upgrading to fibre optic broadband in my area which means I am now receiving download speeds of nearly 40mb. It is so fast - films download in about 10 minutes.

        I have not encountered any problems that were BT's fault. One time, my neighbour was gardening and accidentally cut through our line on a bank holiday Saturday which left the whole road with no phone or internet. BT came early on the Tuesday and fixed it quickly.

        I pay by direct debit and every month I get an email telling me my bill is ready and I can check it out, but the money will leave my account without me having to do anything - it's a great system. And it's also great that I will never be charged for using too much internet - it is truly unlimited. I am very satisfied with both the phone and broadband I have been provided and the communication between the company and myself.

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          17.12.2011 02:51
          1 Comment

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          Good value for money and consistent speeds and stable connection

          I have to admit I am quite suprised at how many people have had bad experiences with BT broadband as I have had home broadband from them from just over a year now and haven't had a single problem.

          Having used Telewest / Virgin Media for years it was a tough decision to switch to BT when moving property but it has proven to be a wise decision afterall...

          I ordered my broadband connection online and managed to get a fairly good deal, the broadband itself costs just £11.00 per month but the only problem is the line rental charge of £12.75 which is applied on top making it just short of £24.00 which still is a fairly good price for the service which has been supplied.

          They sent me out my modem/router within a few days of placing the order online, it was the newly released homehub which provides a good strong signal and rarely incurs any faults, it also looks quite attractive and has 4 ethernet slots for wired networking aswell as wireless.

          I have had constantly good speeds for what I need with a consistent 8mb download as a minimum including peak times and have also seen speeds up to 15mb downstream and just over 1mb upstream, this suits me fine for regular use of Social Networking sites and watching youtube videos etc.

          I also watch on demand content a fair bit such as BBC Iplayer etc and the connection manages to stream the live HD content without any issues.

          The customer services department at BT have been helpful throughout the whole process and have assisted well to all of my queries.

          Would recommend to anyone looking for a new provider.

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            31.03.2011 19:14

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            Suckers get suckered and only ever get what they pay for.

            Hi, when it comes to consumer services and BT is no different to other companies, three things are obvious.

            1) That you only ever get what you pay for.

            2) That the provider wants to maximise their profits at your expense and for as long as possible.

            3) That they will always try and tie you into a very long contract in order to keep you paying.

            BT's broadband package is offered as an almost free give a way at a measly £3.21 when attached to their unlimited calls package.

            I would never get suckered into signing an extended contract with any service provider, and especially not for 18 months.

            They know that as soon as you sign their contract they have you by the goolies and it will cost you the whole price for the remainder of the contract to get out of it and change your service provider.

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            16.03.2011 11:18

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            have had BT b roadband for one week oh yes one week and have already used up my monthly download limit.HOW ?????????????i play games on FACEBOOK and they are downloaded.so ?????BT broadband didn't mention this when i signed up for option one.What are downloads i saymusic and films and games they sayi don't dowmload gemes, music or films (or so i thought)happily play facebook gameshave an e-mail today to say have used 7 gb of my 10gb (in one week)phone up BToh yes facebook games are download usageWhat. Can't cancel ? mislead ?awaiting BT response and have informed ofcom

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            06.02.2011 10:40
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            no recommend

            Well, finally after 12 days of Bad service, incompetent technical support, today get my MAC code and back to SKY.
            Sadly the experience with BT has been awful, and they try selling a service 40% satisfactory.
            Cannot complaint about the speed. The speed was ok. The problem starting with throttle line in peak off time, in the first time they Deny it, but after talk for hours with one of care manager, (Dominic) him agree BT throttle line, and hotfile (one of the main server I use has been affected). I not user of P2P
            Another problem, get solution with my IMAP accounts, there is too slow sync in peak off times, inclusive one day the technical desk connect with me by remote control, and no get any solution.
            12 days. Calling every day, I think talk with all Indian staff of BT. to get solution and nothing. Inclusive with one speak like Elmer Fudd...?
            Today finally they inform cannot solve my problem, and I able to cancel my contract...and get my MAC code.
            Really so happy... back to SKY again, no more peak of times, my IMAP working fine, no limit, and £ 12.50 a month for unlimited, BT £ 28 ... that be crazy.
            Advise and experience, I leave SKY in the first time, no for bad service, the problem was, BT offer to me £ 17.50 40gb usage and unlimited wi fi for my IPhone, (never used) but the problem is the 40GB for BT is not just downloads, is everything. Surfing, downloads, e-mails, inclusive if your pc is sleep, obviously the 40GB is gone in 10 days and you get force to go unlimited and pay £ 28, (that is the price I pay in SKY with TV, TALK and unlimited without peak of time)
            Another experience learning from now, never never choose a service that no offer 30 days satisfaction money back. BT just offer 7 days calendar but you must wait 10 days for stabilization of line... (That is a joke).
            Anyway now appear the people in this forum, they no are BT employee, just customer like you and me but they give support in whole forum and always in defence of company, never on the side of customer.
            Good luck everyone...

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            • More +
              24.01.2011 23:35

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              Don't sign up

              Switched to BT broadband on 20 Jan & have had intermittent connection since. I have spent hours talking to them today trying to get my connection back and was eventually told that I would need a BT home visit who 'would only charge me if the repair was successful'. When I turned down this attractive option, was told to get my laptop fixed in a shop notwithstanding the fact that I have no problems connecting with my previous provider nor when I was out. After that I was told about there being a 10- day stabilisation period (howcome one told me this when called to sell the package?)

              After some haranguing they will now replace the hub. But having read the reviews below I haven't much hope. Very very sorry that I haven't look at the reviews before signing up.

              Not impress with the support staff but understand and feel sorry that they have to cope with customer frustrations and defend this poor service.

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              17.01.2011 17:48

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              this service is so horrific, bt should be ashamed. the landlord fell for the £16.99 first 3 month scam. On the 6th day of the month, we were informed that our limit had been reached. We were forced to upgrade to £24.99 per month so as not to be without Internet access. Every hour the broadband connection is lost at least 3 times, and we have to keep rebooting the hub. And don't let me get started on downloading music or large files. We cannot even watch a 5 minute video on youtube without interruption.

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              08.11.2010 16:15

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              dreadful , fine if you are never downloading anything but if you are dont bother ,almost as bad as virgin using throttling and port blocking , every dirty trick in the book , i use adsl24 and have no problems at all.

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              07.10.2010 17:30
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              cant write the words that would summarise..~.#"!

              im having trouble now after 5 phone calls questioning and confirming my direct debit ammount i ended up getting 30 charge from nationwide due to them taking out 87.00 instead of 46.00 the agreed amount my bills have gone up dramaticially never consistant ammounts i never download anything and im over my gb limit several phone calls later about my broadband problems overcharing still no sense from them atall to quit is another £200 INCLUDING MY DEBT which i did know about BUT they have now signed me up just after my contract ended to another 12mth contract they way i see it i want out and ill query the exess amount with citizens advice to sum up bt unnessary time waisted stressful ....never have i been forced into debt ...AVOID THEM WARNING ..any company that start your acount in advance and charge to leave even when they have done absulty nothing to help resolve the problem is a nono ...not only that you offer to pay cash towards outstaning debt because theyve mucked your direct debit around so much ....but they charge each month ...yes charge you !

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                18.09.2010 10:53

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                V/DISSAPPOINTED IN BT

                Steve Portishead Bristol

                I took out a Broadband and Phone with BT over 2 years ago. The phone and Broaband operation has been acceptable, However the billing has not. About 12 months ago I got a call from BT offering a reduction of £2 a month on my Broadband if I agreed anothr 12 month contract, so I did. Nothing was heard in relation to the phone. My useage dropped and BT kept taking the same payment DD drom me, I got over £450 in credit and had to ring them. They never offered my a combined package which would have saved me money. I decided to move to O2 and requsted a mac code from BT. They also told me a termination chage would be payable of £60. I have now rec ieved a letter saying that a terminatrion charge of£116.51 is payable and thay now offered me a combined package, too late. DO NOT SIGN FOR AN AUTOMATIC RENEWAL ON ANY DEAL, make them approach you to renew, otherwise you may face big temination charges.

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                04.09.2010 20:49

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                I took BT Home internet in April this year and I have had nothing less than an appalling connection. Every day, at least three times, regardless of what website I may be on, the connection fails. Everytime the BT message says that it is a problem with the website yet, via my WAP enabled phone the website is live and causing no problems. The Asian based call centre is dreadful as there is a gross inability to say anything other than the script. Bristol is better because you are speaking to English first-language call staff. Ireland staff are excellent and have really tried to help but time and again the problem is never fully sorted. To-day I have had nothing more than the original dial-up service and it has been interrupted every two to three minutes. The unreliability has caused me untold disruption and frustration on a daily basis!

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                21.08.2010 18:04

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                I do think they should have started to upgrade their network earlier, but customer service is fine.

                I've been on BT for as long as I can remember, and over the recent years it has gotten a bad reputation for two things, speed and customer service. In my opinion one is fully deserved and one I've never had a problem with.

                First off the speed, this is the one part that I find absolutely appalling. I live in London and I get less than 1 Mbps (1.7 Mbps after iPlate). This I could understand in the countryside, where bad networks are understandable as, after all, BT (Wholesale), are a business, but in a densely populated area in 2010? This is BT Openreach's fault, and will apply to all retailers, but they are part of the BT Group and I can't believe that BT Retail can't do anything about it.

                The other thing people complain about, customer service, I have never had a problem with. In my experience the staff know what they are doing, they are polite, and isn't that all you really need in a support centre?

                So to be honest, BT doesn't wholly deserve their reputation, and with the launch of BT Infinity, the speed problem should probably be fixed, but their speeds at the moment are below what they should be in 2010.

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