3,590 Customer Reviews over 359 pages
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- Location
- Dorset
- Reviewing
- BT
- Date
- 2014-10-28
- Comments
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Like most providers they sell you a package that quotes an "up to" speed. I was sold speed "up to 17Mb/s", what I have got is maximum of less than 8Mb/s and a minimum speed that is so slow it will not even load the speed test!!!!!
- Location
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- Location
- Measham
- Reviewing
- BT
- Date
- 2014-10-24
- Comments
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I've been a BT customer for a while now, probably around two years, and I would definitely NOT recommend them to friends and family. Over the two years that I have been with BT I've had a number of problems with both internet speed, connectivity and rude staff.
When I first got BT installed I had no problems at all. Then, after about a month, my internet speed plummeted and was barely usable. On one occasion it took 52 hours to download a 20GB file for a PS3 game that I was trying to play. On many other occasions I was left in a mess when my internet connection was so bad I could not even submit essays for University.
When I first moved house, I was told that my BT services would be transferred and available to use by a particular date. On this date, I waited until 10pm for my phoneline to be connected but did not have a broadband connection. I waited until the following day, thinking maybe there was some kind of delay. Three days later, I still had no broadband connection so made a phonecall to see what was happening. At first I was told that I did not have a broadband deal associated with my account. I told the operator that there must have been some kind of mistake, explained the situation and was told it would be dealt with within 48 hours.
After 48 hours I still had no broadband and was relying on mobile internet (in a VERY poor coverage area) to send/receive emails. I contacted BT again and was told that there was no record of my broadband service. I explained the situation and, again, was promised action within 48 hours. ANOTHER 48 hours passed and no broadband connection appeared. I rang to complain again and ask what was happening, this time to be told that when I changed address I had removed the broadband option from my account. This was NOT the case, why would I get rid of my broadband? At this point I was told that a BT operative would look into the matter and get back to me.
When I received a phonecall the following day, I was told that my broadband service was still active at my old address and had not been moved to the new address with my phoneline. I was confused and angry at this point and demanded something be done. I was told that the only course of action was to place a new broadband order which could take up to 14 days to put into place. I had no choice but to accept and waited for my order. Due to an unknown problem, it took 21 days for my connection to be installed and, once it was installed, it did not work. I had no broadband connection at all. During one of these phonecalls, after being on hold for 18 minutes, I was talking to an adviser when she put the phone down for no reason and I was forced to ring back and wait in a queue for a further 25 minutes.
I made over 20 phonecalls to BT to get this sorted and, after nearly another week, my broadband connection was working. For the next few months I had a slow internet connection, sometimes slower than dial-up, and was told by friends and family that they could not get through to my landline number at times.
Eight months later, I moved house again. I was told that my broadband and phone service could be transferred to the new address without a problem. However, after going through the process, I was given an engineering appointment that was two weeks after I moved in. Realising there was nothing I could do about this, I waited for the appointment. I then received an e-mail stating that it was going to cost £130 on top of my normal bill to get my services transferred to the new address. This brought my bill for that month up to £210. Another obvious problem here was the cost of my bill before service charges. For the last year I have not received a BT bill for an amount less than £60 when it should only be £40. I've questioned this and was told it was because of my phone usage. I should get free evening and weekend calls but, as I can see clearly on my bill, I have been charged many times for evening calls. Sometimes up to £3 per call.
Now, after nearly a month of living at my new address I have found that the slow broadband problem has followed me! Some days I get a solid 19MB connection, other days I'm lucky if I get a 1MB connection. For the past three days I have noticed my broadband connection has been particularly slow. So slow, in fact, that it takes roughly 20 seconds for a website to load and I have to let youtube videos buffer for 5-10 minutes before I can play them.
Overall, BT have been a totally useless, terrible Internet Service Provider with bad customer service. The only reason I am still with them is because every time you move address your contract is automatically renewed for 12 months. As soon as my contract has ended I will be looking for a new ISP and warning everyone I know to avoid BT in the future.
- Location
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- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2014-10-23
- Comments
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Worse company to ever have any service from. had to check my bill monthly as I was being over charged. Customer service was awful. Would not recommend anyone to choose BT.
- Location
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- Location
- isle of mull
- Reviewing
- BT
- Date
- 2014-10-23
- Comments
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broadband stopped working, took 2 months and lots of wasted time to get an engineer out, despite them admitting it was their fault. Having fixed it they then, without notifying, added £130 charge on to next bill for line improvements. They did remove it once I wasted more time going through their awful contact system. But whole process felt like corporate sharp practice and that they had put an awful lot of time into trying to design a system so they don't provide customer service if at all possible
- Location
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- Location
- Sutton
- Reviewing
- BT
- Date
- 2014-10-20
- Comments
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BT is great. I keep finding my self coming back to BT over and over again. The Indian call centres are lousy however, the actual internet service they provide is absolutely top notch and I have never had my connection go offline EVER. The English call centers however, are good (if you every manage to get through to them).
- Location
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- Location
- Berkshire
- Reviewing
- BT
- Date
- 2014-10-19
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2014-10-18
- Comments
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I had been a customer of BT for a few years. Last year I suffered the slowest possible speed of any broadband ever. I contacted BT on numerous times and asked for a partial refund which they politely refused. Eventually they sent out an engineer to solve the problem so once my speed improved I decided to stay with them for another year and give them benefit of my doubt. Well from bad to absolutely awful ! Early September this year I decided to leave this so called organisation! I cancelled and got a MAC code to give to my new provider only to discover 1 month on BT are still charging me for something I do not receive. Despite numerous calls this continues so the ombudsman it is.BT have given me the worst customer service I have ever received and they blame this on my new provider apparently they never informed BT. Utter crap. BT I'd give you a zero if it were possible
- Location
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- Location
- Cambridge
- Reviewing
- BT
- Date
- 2014-10-18
- Comments
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Bad customer service - I have been tied into contracts with them for the last 4 years due to house moves and them renewing my contract every time I move. At one point they wrote to me asking if they minded if they cancelled my contract because someone else wanted to use the same number as me and when I called them and said I was happy for them to cancel the contract they then threatened to charge me a penalty of hundreds of pounds because cancellation of the contract would be 'my fault'! I am now desperate to leave them and literally halve my bills for broadband and phone and they won't give me a MAC code to move my broadband. Even requesting a MAC code from them takes ages as they are aggressive when you ask for it and you have to keep repeating "please give me a MAC code" for 20 minutes before they will even put in the request. I am three days away from reporting them to OfCom. I will never use BT again.
- Location
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- Location
- bs24
- Reviewing
- BT
- Date
- 2014-10-16
- Comments
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absolute rip off! terrible broadband speed . I phoned and asked bt to not renew my contract but have been told that I did not say cancel the service so now have to pay for 30 days. I'll never use this bunch of thieves again...
- Location
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- Location
- Sutton Coldfield
- Reviewing
- BT
- Date
- 2014-10-15
- Comments
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Very poor customer service from day 1. Broadband very slow and dropped connection every day so needed to be reset.
TV recordings always missed off the end of shows which resulted in not being able to record anything properly.
I exited the contract early and took the additional cost of this to switch back to sky and after 8 calls to try and send the equipment back I ended up being charged for this. Had a rude lady on the last call tell me the charge was right even though it had been agreed I would return the equipment. Ended up paying the additional £65 rather than speak to them again.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.