BT Infinity

We have had a nightmare with BT. Where do we start? The vastly expensive contract we believe we were missed; the internet that rarely worked... the incredibly poor customer service that wasted hours and hours and hours of our time... and frankly made us want to slit our wrists.

AVOID.

I ordered BT broadband and BT TV. It’s arrived on time . I received sms from BT stating that the broadband is ready from 27th Oct, I came back from work and trailed, it didn’t work. I contacted customer service they told me that they will arrange an engineer but I have to pay if the fault in customer site. I asked them what happen if the faults in BT site? Will I get pay back? They told me that they can’t do anything, so I trailed it my self and found BT is sent a doggy filter and wrong setup top box.

Watch out who you talking to in customer service, they all are unskilled ppl.

BT sent non recordable setup top box and doggy filter. I stayed with out broadband for a day and now I am waiting for the recordable setup top box. I am going to cancel BT once the contract is expired

Firstly the superfast smarthub failed to connect as the "working" line was broken and i had to wait 2 weeks for an engineer to come and repair the external cable to the house. Then the smarthub itself stopped working altogether and had to wait for a replacement to be sent. To be fair customer services were always helpful even if they were not so knowledgeable. I pay around £60pm for "superfast" broadband and basic telephone package which i think is shocking value for money.

Just don't do it. It is hard to answer some of the questions like 'speed'... it appears to be so so fast it bypasses my house. The customer service is awful... just awful...

Shocking speeds. If you test your line speed then yeah it will show as one of the fastest available on paper. But they throttle so much that as an example with one PC connected to our infinity fiver it will struggle to play YouTube clips without majorly buffering. Switch to 3G phone network and no buffering will occur.

It's help desk is shockingly bad and does little to help with anything. Just read off their computer screens and always tell you to do the same checks even if you state you've done the same checks multiple times.

Do not get would be my recommendation.

Oh and my last fault report with them was logged on one day and they set up a call back to discuss the issue for 11 days later!!!!! Great service!!

Had BT Infinity 1 now for 3 months, moved over from EE4G as I could only get 4.5Mbs download speed from them although I was paying for 38Mbs.

I was promised a guaranteed minimum of 23Mbs when I placed the order with BT, I took the 38Mbs package and I am still only getting 4.5Mbs download speed and if I move 15 metres away from the Hub I lose Wi-Fi. I have phoned up twice now and was initially told that they had done a reset and that I should try it for a couple of weeks and that there would be a great improvement, there wasn't, today I am told they are checking all the lines and to try it for another 10 days and it will be fine then. I'll have to wait and see.

What can I say, £78 a month for the worst internet experience I have ever had, promised 75mbps minimum but I didn't realise that meant every now and again! actual speed is anywhere from 0.75 - 77mbps but drops out all the time. Hours and hours and hours wasted speaking to people who have their own version of the English language, oh and its my fault I can't understand them, fobbed off with try this, try that at every opportunity! told the kids have to turn their gaming stations off if I want to stream something!! what a joke!! Food for thought... If a service provider was capable would they need to lock you into a termed contract?

Complete rubbish for the money!! Incredible picture loss ALL the time!! Don't waste your money with BT. They don't care!!

I have subscribed to BT-wifi for over a year now. It was the only way for me to be able to get affordable online access as I dont have a landline and I can't really afford broadband. I pay £15 per month and it's a contract.

Should that mean that I constantly suffer not being able to actually get online? I am constantly finding that when I try to log in, or just after I log in, that I cannot actually access any web pages. I get all sorts of errors - ERR codes, Authentication errors, No internet errors, etc. - and I've spent HOURS trying to fix the problem given BT have denied it's their end. When I know it is their end.

And it lasts for DAYS most of the time. In January, BTwifi were down for 7 days - and almost exactly 7 days, which I find telling given they must have shut it down for one week for maintenance - only they did not tell me this - they tried to say the issue was my neighbour must have switched off her router. Right. For 7 days.

My issue with the BT wifi team, apart from wholly unreliable internet, is the attitude of the Technical team when I phone. Normally they never admit to the issue being their end, when it is. They try to first tell you it's because there's no hot spots where you are - even though there are many where I am. And they basically tell you that it's your fault - you CHOSE this package so YOU can suffer it.

They then try to get you to upgrade to broadband, which is around £35 per month, more than double. And that's the cheapest, or so they say. When I checked out prices online, I found other deals, with BT, that were cheaper than £35 a month - but these deals they didn't tell me about by phone and this AFTER I told them I had to live on a very tight budget. Shameful.

Anyway, from yesterday morning, they were down again. All day, and all night. I phoned several times. First, they tried to say that nobody else was having that issue, when they later admitted that this was a "known issue". Second call they admitted that the issue was probably their end, however they said they had "no idea" when it would be resolved. I asked for more details of the problem. They said they "didnt know." I asked what areas were affected. The reply "I cant confirm that." I then asked could they notify me when it was back up, given I was checking every half hour and it was soul destroying. They said "we don't have a facility for that."

I phoned another time late at night, got through to a woman who immediately refused to listen to me - talking over me, not listening to my questions, not answering them properly cos she wasn't listening - and no useful answers at all. Initially she insisted that I was the "only caller" complaining of no internet access. She then put me on hold for two minutes and came back and said that in fact other people had the same issue. When I raised my voice with her because of frustration over this, she scolded me not to shout at her. I then calmly told her that I wouldn't be so frustrated if 1) she listened to me and 2) their internet was working and I wouldn't have had to phone in the first place. NO reply to that one.

I asked her if BT prioritised broadband customers - meaning that people like me were being treated as low priority. She denied this.

Apparently BT just have simply no idea what's going on when the wifi goes down, and it seems to go down more than it should do. And it seems to take them AGES to fix whatever the issue is. I mean, come on, BT. Are they all on coffee breaks, off work, or just not very good at their jobs.

They advertise this service as reliable and perfect for business people travelling in hotels, etc who need to be online.

Well, this last experience has probably cost me a job now because I was supposed to have an interview via Skype but have had to tell the employer that my connection is now highly unreliable and that I won't be able to do this from home.

It should be far, far better than this. BT seem to adopt at attitude that this service is free - it's NOT free to people like me I am paying monthly for it, and they just take no responsibility whatsoever when the problem is their end - you are just out the money with barely an apology.

This is 2016. There should be reliable internet in the western world by now. But this service feels like you're back in 1992 with a dodgy modem.

Avoid if possible - they also seem to have terrible reviews for broadband.

It would be great if I could evaluate the service however despite having paid for it upfront, still no service! a month later.