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  • FIRST POST
    • Former MSE David P
    • By Former MSE David P 7th Oct 14, 6:23 PM
    • 13Posts
    • 5Thanks
    Former MSE David P
    BT Broadband top pick, we want your feedback
    • #1
    • 7th Oct 14, 6:23 PM
    BT Broadband top pick, we want your feedback 7th Oct 14 at 6:23 PM
    Hi all,

    In our broadband guide BT broadband is in our top picks.

    We're after feedback from people who have applied this deal and want to know your experience and if you had any trouble getting the broadband.

    Thanks for all help in advance
    Last edited by Former MSE David P; 20-10-2014 at 9:43 AM.
Page 6
    • Mister G
    • By Mister G 28th Nov 16, 5:06 PM
    • 275 Posts
    • 182 Thanks
    Mister G
    I recently moved from Plusnet to Origin Broadband. It all took place overnight (both phone line and broadband) and I never had any loss of service.

    Last year, I moved from Talktalk to Plusnet, and again it was a seamless overnight transfer.

    Perhaps I've just been lucky, as I assume it must depend on how easy it is for Openreach to do the transfer at the exchange. Our exchange doesn't have unbundling, so perhaps that makes it easier?
    • shirlgirl2004
    • By shirlgirl2004 24th Dec 16, 7:41 PM
    • 2,757 Posts
    • 4,454 Thanks
    shirlgirl2004
    I've tried to sign up to the infinity broadband which Martin highlights as good value and after opting to pay the line rental upfront it keeps asking which monthly rental option I want. It just won't let me go past. I've gone back and tried in case I did wrong thing wrong but its definitely the site. Really cheesed of as it would be a great deal for my family.
    • Scrounger
    • By Scrounger 25th Dec 16, 3:02 PM
    • 690 Posts
    • 334 Thanks
    Scrounger
    I've tried to sign up to the infinity broadband which Martin highlights as good value and after opting to pay the line rental upfront it keeps asking which monthly rental option I want. It just won't let me go past. I've gone back and tried in case I did wrong thing wrong but its definitely the site. Really cheesed of as it would be a great deal for my family.
    Originally posted by shirlgirl2004
    You can always order LRS subsequently (ie once you're up and running with BT) - as I did last year.

    And don't forget Quidco et al.
    Happy Xmas
    Scrounger
    • MrDerek
    • By MrDerek 3rd Jan 17, 11:25 AM
    • 30 Posts
    • 4 Thanks
    MrDerek
    missing £25 from prepaid card?
    Hi signed up to this deal http://www.moneysavingexpert.com/phones/cheap-broadband#btfibre

    and now I'm coming to claim the prepaid master card it's showing £100 not £125...?
    • MrDerek
    • By MrDerek 3rd Jan 17, 3:16 PM
    • 30 Posts
    • 4 Thanks
    MrDerek
    so I've contacted BT support about this and they say I'm eligible for £100 reward card and filled in the application for me... anyone know why this might have happened...?
    • aux
    • By aux 23rd Jan 17, 11:43 PM
    • 32 Posts
    • 12 Thanks
    aux
    Missing £50 from reward card
    Similar problem to MrDerek.

    Signed up to bt infinity on 8th Jan, saw the deal on mse for £150 reward card which I factored into my calculations.

    BT Infinity connected today (after half a day without internet despite them saying would take max 30 mins), and I go to claim reward and only showing £100 instead of £150.

    Not claimed yet but sent them a message asking why this is.

    I signed up via quidco but when I ordered that page clearly said £150 reward plus cashback, same reward amount as on mse (minus quidco). quidco took me to the bt page which said £150 reward card. I took screenshots of both these. Dates of previous offers are on https://www.productsandservices.bt.com/products/bt-reward-card which also shows £150 reward for infinity on the date I ordered.

    Anyone else this has happened to?
    • boatman
    • By boatman 24th Jan 17, 12:27 PM
    • 3,171 Posts
    • 2,209 Thanks
    boatman

    BT Infinity connected today (after half a day without internet despite them saying would take max 30 mins)
    Originally posted by aux
    Half a day is good, I had to wait 3 weeks, Plusnet to BT, both I might add are owned by BT.
    • mattandglo
    • By mattandglo 24th Jan 17, 1:42 PM
    • 1 Posts
    • 0 Thanks
    mattandglo
    Absolutely awful
    I factored in the £150 Mastercard and free line installation which just about made this the best option for me to go for. I placed my order with BT just over two weeks ago, paying them over £200 for the 12 months line rental upfront to get the best deal. Everything was approved and confirmed, I gave my new phone number to friends and family, and the router was booked in to be delivered on January 18th with an engineer installing the line on the 19th so my services could be active by the end of that day.

    I planned my week around needing to be home all day to take delivery of the router and then in the following day for the engineer and setting up devices, but the router was not delivered. Concerned, I went to a family member's that evening to borrow their internet and see if I could find out what had happened. I discovered that my order had been cancelled by BT/OpenReach two days after I'd placed it, without anybody letting me know. Very upsetting! I had received no phone call, no emails, no notification in any format letting me know there was an issue. I spoke to an agent in BT's Order Management Team to try to find out why. It was a very difficult conversation as being polite his English dialect was one I struggled to comprehend, but I think he was telling me there was an issue with OpenReach taking over the line to my house at the time (something I gave up trying to understand from the gentleman in question). He could not offer any explanation as to why nobody had been in touch to advise me of the cancellation.

    He arranged for somebody to ring me the following day (the day when I had been expecting the engineer to be visiting) to re-book my order - I still don't understand why there was suddenly no longer an issue - but considering their shocking service so far, the line rental I had previously paid already being back in my account, and that neither of the two agents I spoke to even once offered me an apology I chose to source a different provider.
    • Greenshortsjase
    • By Greenshortsjase 27th Jan 17, 1:25 PM
    • 1 Posts
    • 0 Thanks
    Greenshortsjase
    My reward says £100 instead of £150 too. Glad it's not just me.
    • aux
    • By aux 27th Jan 17, 5:46 PM
    • 32 Posts
    • 12 Thanks
    aux
    My reward says £100 instead of £150 too. Glad it's not just me.
    Originally posted by Greenshortsjase
    Send them a message via https://bt.custhelp.com/app/contact_email/c/6090 with your details. They got back to me in 2 days and processed the reward manually for the correct amount. So I'm hoping it's resolved now.
    • lucifee
    • By lucifee 11th Feb 17, 6:10 PM
    • 9 Posts
    • 5 Thanks
    lucifee
    I got £125 reward card and the £50 cheque arrived much later after 3 months, a few days ago. BUT they have lost my acct number and cant find any of my billing or usage details from that number despite the years line rental and activation fee i paid up front, and 3 monthly payments coming out by dd from my bank with that acct no as a reference. They said they have a different acct number for me but it has no billing or usage showing on their or my screen and i cant get anyone to sort it out! 3 whole working days over 3 months trying to sort out the mix up so far and i am more perplexed than ever. Not sure the discounts i got through the mse deal are still active as the monthly amounts seem too big but there is no bills they can trace to find out from either acct number! what the heck do i do, wish i hadnt paid the up front line rental. would i get that back with no proof of it on an acct they cant trace if i cancelled the account, and id get a big cancellation fee then even though they closed my acct by accident and cant help me. I do have a working phone and broadband, although the latter keeps dropping out randomly for a minute at a time and driving everyone in the house nuts! The calls ive had to customer services about the acct have left me so frustrated i havent even bothered to tell them about the bbd connection issues. I just dont have the energy for another futile call where they cant find my details and i go through the whole thing again.
    • simoncorkswill
    • By simoncorkswill 7th Mar 17, 11:51 AM
    • 6 Posts
    • 2 Thanks
    simoncorkswill
    switch to BT fibre
    Noted the suggested package on MSE , filled in form to switch on 27th Feb, money taken , appointment made for 17th march .




    In the meantime my son notes that what will happen is that they will then contact you to change appointment and possibly again and again , he had this experience and had to give up , they then kindly referred him to debt collectors .


    Anyway I put this down to cynicism of youth , however low and behold contact from BT this morning , cant come now the 28th March , this despite them coming and wiring the exterior box only three days after ordering .


    Complaint lodged via email , which responds with we hope to reply within seven days .


    Too busy spending money on football rights , its not even as if they give you a space on their form when ordering to indicate when existing service ends so that you can give them plenty of advance notice to set up a co-ordinated switch.
    • AshleyH
    • By AshleyH 8th Mar 17, 8:43 AM
    • 2 Posts
    • 0 Thanks
    AshleyH
    Bullies
    I very recently joined BT. I left them in 2014 when they hiked their prices.

    Within 24hrs of paying my first bill I received a letter telling me BT were going to hike their prices by £2.50 from 02nd April. Ok, so not a huge amount but they were clearly aware of this hike when I took out their contract ('contract'?) so why hide the fact. To make an informed choice when choosing BT I looked at the impending price hikes mentioned on my deal and there were 6x items outlined for price hikes, none of which I used so I assumed I would not be hit on a deal I was agreeing to for 6-months.

    Now here is the thing I do not understand;
    BT state that: "We may change any prices and terms during your contract. If this affects you, we'll tell you about the important changes in advance, and you'll be able to end your contract without any fees."

    How can that be any fair contract at all then?
    How can such an unfair contract term allow BT to do exactly what they want, when they want and how they want? The 'regulator' Ofcom tell me they consider this practice to be perfectly acceptable.
    Disgusting service from what I consider to be Britains most reviled firm. And what ridiculous business sense too as my incentives to join (already received) was a £125 MasterCard, £80 Amazon card, £5 ongoing discount on their mobile (which I have been assured will be retained even when I cancel BBand), TV Box and router box. Plus BT will now lose a further £400-ish in lost monthly fees.

    Utterly ridiculous way to run a business.
    Last edited by AshleyH; 08-03-2017 at 8:45 AM. Reason: left out contract price
    • gyption
    • By gyption 8th Mar 17, 9:29 AM
    • 5 Posts
    • 1 Thanks
    gyption
    Use Resolver tool with BT
    Hi,

    Considering how awful BT customer service is, I find it useful to deal with complaints through the resolver tool (resolver.co.uk).

    It's just a way of keeping things organised for yourself and it is a good place for information on your rights. It automatically notifies you when you are entitled to escalate to management and then to ombudsman.

    If you do get to the ombudsman, at least you have all correspondence packaged up in the one place that you can forward.

    B
    • Lux2000
    • By Lux2000 9th Mar 17, 12:57 AM
    • 1 Posts
    • 0 Thanks
    Lux2000
    I recently joined BT Infinity, on 21 Feb, via MSE on the basis of a £100 pre-paid Mastercard and £50 cashback. I've managed to apply for card via the BT site but cannot find the MSE link to the cashback.
    Any idea how to claim this?
    • losdemas2000
    • By losdemas2000 10th Mar 17, 9:46 PM
    • 4 Posts
    • 0 Thanks
    losdemas2000
    Link to cheque reclaim
    I recently joined BT Infinity, on 21 Feb, via MSE on the basis of a £100 pre-paid Mastercard and £50 cashback. I've managed to apply for card via the BT site but cannot find the MSE link to the cashback.
    Any idea how to claim this?
    Originally posted by Lux2000
    Same here. Logged in and claimed the £100 Mastercard, but where's the £50 cheque link?

    Had to wait an additional 9 days to get connected BTW. BT claimed that this was owing to "recent extreme weather conditions"!Umm, yes, well it has rained a little! Pathetic excuse. There's a LOT of house building going on in the area around my new location, which will doubtless result in Virgin laying down more cables in the area in the next 12 months (surprised they weren't here already, actually). I fully expect to be moving away from BT once the year's contract is up.
    • pennyforthem
    • By pennyforthem 17th Mar 17, 10:01 PM
    • 81 Posts
    • 72 Thanks
    pennyforthem
    Not inpressed !!!!
    I am not remotly impressed ! I joined Oct last year on a deal like this, the n I was told my rate would go up. They told me this would be the same for EVERYONE even the new people joining and yet they are STILL offering the same rate I have been kicked off ! Sorry but they have had more than enough time to change their adverts to the correct price and I therefore can only conclude especially as they failed to reply in writing to my complaint that it is a compleat pile of crap and they are in fact charging these new customers the newbies rate that I was thrown off.
    • michmill
    • By michmill 20th Mar 17, 2:35 PM
    • 1 Posts
    • 0 Thanks
    michmill
    I've joined BT Infinity via MSE and was successfully connected on the 8th March So I have applied for the £200 reward card and £50 cashback. I have received a text and an email saying the £100 reward card in 30 days. Why has the price gone down? i.e. £100 instead of £200. Has anyone else experienced this? I have contacted BT to ask why this is and will hear within 3 days. The cheque for the £50 cashback will arrive within 45 days. Fingers crossed!
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