3,590 Customer Reviews over 90 pages
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- Location
- Blackpool, UK
- Reviewing
- BT
- Date
- 2015-03-29
- Comments
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READ THIS GUYS!!!
I never write these but I've had enough now! I'm having to do this on my mobile because my internet has crashed again and India (who can't understand me at all or are aware of the details on my account at all) decided that it's the line which was tested on the Thursday by an engineer to be fully functional!
Since I joined BT I've had nothing but problems. Lied to on the phone and once a month I pay for nothing!
I moved into my grandads house after losing my job and having to move back home it took me 4 months to finally give in and think why not I'm still paying for it I might as well get internet installed till the end of the year.
I asked the guy on the phone for BT if my grandad could keep his home number and I have a seperate one for my internet, the landline was provided by talk talk. They said that was fine oh was I mislead!
When the engineer installed the hub he gave me a new number and everything was working fine then I got a call from BT to confirm my number transfer and once again I asked them if my grandad would keep his number they said yes.
Long story short they cancelled my deal with talk talk stole my grandads number and used it for my broadband. So now my grandad has to be calmed down each morning before I go to work because he can't ring my mum to let her know he's ok. The phone line has been cut off by talk talk. He has Alzheimer's for God sake you sick people BT! Just because you can't listen!
4 weeks he hasn't had a landline! Now my internet has stopped working AGAIN!!! I want to take this to court and make them pay for this!
To fix the whole problem they tried to charge me 50 quid!! I'm stuck in limbo now with no internet and no landline thanks to BT's award winning customer service well fuck you BT! All you cause is upset and more money added onto the bill!!! Read this and know I will be taking action legally against you if I can afford it after you ripping me off for over a year!!!
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2015-03-29
- Comments
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They aggressively up-sold my 76 year old father to fibre when he wanted DSL promising it would be cheaper, proceeded to charge him for services they said they would throw in free, provided him with a broken YouView and all this took a month a month and a half of wrangling with their "customer services" and literally two days on the phone so far. Still not sorted. Aggressive, misleading sales-people, entirely broken customer support. Expensive compared to the competition. Much more trouble than they are worth. Avoid at all cost.
- Location
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- Location
- Stratford on Avon
- Reviewing
- BT
- Date
- 2015-03-28
- Comments
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BT, Bt when will you begin to become the leader in communications. I wish I could tell Sid how crap you have become since privatisation. A useless company that does not want customers. I am constantly surprised as to why customers do not move from BT. On a monthly basis complained about Broadband connection. Finally agreed that Router was at fault but wanted me to sign another contract before sending me another router!! Well I am in the process of moving elsewhere!
- Location
-
- Location
- Birmingham
- Reviewing
- BT
- Date
- 2015-03-28
- Comments
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the worst broadband ever
advisers not trained to help just to hold you on the phone for over an hour to download crappy help tools and your issue is never resolved the way it should be. when my contract is finish i will be looking for another provider.
For your sake never sign a contract with them
- Location
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- Location
- WEST BROMWICH
- Reviewing
- BT
- Date
- 2015-03-27
- Comments
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BT want to get there old Customers back from what I see, but there is no way I would ever recommend using this Company, regarding Customer Services or there Broadband which was a total nightmare trying to understand on numerous occasions by speaking to some Foreign hard to understand English Speaking Broadband Representative that never sorted the continuing wifi lost connection that we eventually sorted by having a trouble free Sky Setup. Ps with BT make shure you always find out who you have spoken to and get it in writing to save you frustrating hours on the phone.
- Location
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- Location
- Aberdeen
- Reviewing
- BT
- Date
- 2015-03-25
- Comments
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I am spending between £60 - £80 per month for a t.v service which we cannot use; broadband that constantly drops and that I can only get in the room of the router; and a phone line. I cannot get out of the contract and would face nearly £400 to cancel early. We tried to do this anyway (thinking it would be cheaper after about 6 months) but backed out within the 14 day period I was given as we could not afford this one off £400. We were still charged £12 as they apparently had a reconnection fee. I am despairing about this situation. I can't afford this and it is just HELL being contracted with this company.
- Location
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- Location
- coventry
- Reviewing
- BT
- Date
- 2015-03-24
- Comments
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had 2 bt engineers round to try and fix the problem and the same issue keeps coming back
- Location
-
- Location
- East midlands
- Reviewing
- BT
- Date
- 2015-03-24
- Comments
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The speed advertised is never what you get, but you would expect a lot higher than the speed available here. also the BT online speed checker is not very accurate when compared to other unbiased versions.
- Location
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- Location
- bromsgrove
- Reviewing
- BT
- Date
- 2015-03-23
- Comments
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What a shambles, been with bt 3 months of witch 2 months on the phone to them, if I do another reset I will break down, on my second remote as they thought that will keep me quiet, noooo!! They have no clue, they wanted me to have a cable running down the stairs to feed my computer upstairs, how dangerous..
They haven't a clue and can't wait to get back to sky !
- Location
-
- Location
- Islington
- Reviewing
- BT
- Date
- 2015-03-23
- Comments
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The only thing more appalling then this ridiculously slow and unreliable broadband is lack of service. I have had this for one month and it hasn't worked properly. Each time I call I get old something completely different. This is no better than a scam.
- Location
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- Location
- Dronfield
- Reviewing
- BT
- Date
- 2015-03-22
- Comments
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Seems like a good package on the face of it and yes I knew it was going to be slightly cheaper for the first six months. However, I didn't expect that my bill,would go up from £20 to £40'within a year and all that time I haven't been able to watch full programmes on many TV channels as my TV has pixelated since going with BT. Never had that problem before. Real shame because I really like the TV package but it would be as cheap to go with Sky or Virgin. Going to change asap. Wish I had never bothered with what I thought was a good and reliable company. How wrong I was!
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2015-03-19
- Comments
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For over a week now we have had the wifi dropping out every 30 seconds. I have been on the phone to an Indian call centre for over 6 hrs in total. I have done all the diagnostics they have asked me to, some more than once. I have spoken to managers who have not been helpful, i have been cut off twice and promised call backs which I have not recieved. I have had to unscrew boxes on the wall and expose wires! I am still without wifi after all this and no sign of an engineer.I have been asked to buy new equipment and renew my contract before they will help me, even though my contract has another 9 months to run. I warn anyone thinking of taking an account with BT NOT TO!!! they have no concept of customer service and I am at my wits end. I think i will cancel my direct debit and let them take me to court!
- Location
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- Location
- Plympton
- Reviewing
- BT
- Date
- 2015-03-18
- Comments
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I was stuck with BT for over a year due to my location and am now switching to Virgin. Imagine my eye popping rage when I saw that virgin offered over 3x the speed of BT for the same price!!! I picked up the phone and did battle with some fairly depressed sounding BT customer service drones. They fed me plenty of contradictory information and sales-lies before they finally granted me exit from their overpriced laim-speeds. Farwell BT, you are an outdated face on the head of my time.
- Location
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- Location
- Norfolk
- Reviewing
- BT
- Date
- 2015-03-17
- Comments
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Contacted customer service what a shambles. Ran tests blamed our equipment, supplied by bt as part of the package. When they get stressed they blame Internet connections in your area. Funny when you ask what area are having issues they say areas hundreds of miles away. Perhaps they should teach a little geography to the Indian call centres.
Having said that still no broardband stability as it keeps dropping out an bt still blame our end.
The worst bit is they do not know what the issue is and cannot be truthful about anything
- Location
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- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2015-03-16
- Comments
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Just moved from BT to Sky .. as my broadband kept dropping every couple of minutes had reported this issue many times but never got it sorted plus i got the same deal with Sky for half the price .. Been with BT many years so much for loyalty.
- Location
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- Location
- Pembrokeshire
- Reviewing
- BT
- Date
- 2015-03-15
- Comments
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Having recently declined an offer to upgrade, Lo and behold my bt internet connection has become extremely slow. Ha any reason bt?
Your call centre in Dheli, India
failed to find a problem.
An honest answer would be appreciated.
- Location
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- Location
- Bath
- Reviewing
- BT
- Date
- 2015-03-14
- Comments
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DON'T GO WITH BT - THERE ARE MANY CHEAPER OPTIONs. THEY ARE THE MOST EXPENSIVE AND THE MOST ANNOYING PROVIDER.
I've just been stitched up by BT. I moved house and stupidly, to keep life simple decided to move with them. This meant that I had to change my account, as I was persuaded as it'd be cheaper.
Now here in lies a snag. You only get 14days from the request to get a BT account, even though you may have been an existing customer, to ditch it. Not 14 days from when the account commences or the standard 28days you get from the majority of services/products you purchase.
BT said I would have service on the 2nd, then the 4th, then 6th, then 9th. This meant a full 7days without BB, with the phone link kicking in on the evening of the 6th. The phone line was noisy for 5days. Every time I received or made a call the BB cut out. It did restart but was frustrating. So I need an engineer. To add insult to injury, I get read out a standard if your equipment is at fault you will be fined £120!!
When I complained and requested compensation, well guess what folks, they will only offer compensation after the fault has been fixed. Dire customers service - and I mean the UK call centres. Awful.
As soon as I'm can afford to I will be ditching BT.
- Location
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- Location
- Rotherham
- Reviewing
- BT
- Date
- 2015-03-13
- Location
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- Location
- Didcot, Oxfordshire
- Reviewing
- BT
- Date
- 2015-03-09
- Comments
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Worst experience I've ever had with broadband (and I've used many other ISPs).
BT are perhaps the most incompetent company that I've *ever* come in contact with, and I would not wish being exposed to their services upon my worst enemies.
Main points from our experience:
- After being given an 'activation date' that was pushed back twice, it was then pushed back another three times (each time adding an extra week). After 5 weeks we still had no service and tried to cancel it completely.
- A BT engineer turned up at our property completely uninvited AFTER we had cancelled the account. I let him in anyway to see what he thought - he confirmed that everything we'd been told on the phone from the faults team was completely false (they told us it was an exchange problem - which he said if true would mean the whole village would be without broadband, which wasn't the case).
- After 5 weeks of no internet or any service I tried to cancel the account and BT tried to impose a £270 cessation charge - despite themselves breaking the contract by not providing any service.
- When I tried to cancel the account, instead of actually cancelling it, they just raised a complaint, gave me an incorrect reference number (meaning I had to go through the whole process again), which delayed the whole process of cancelling the account.
Generally, it seems that no one on the end of a BT phone number has much authority to do anything - nor the ability to accurately diagnose or solve likely problems.
By contrast, after cancelling BT we went for EE - who had us up and running straight away with no hassle. What's amusing is that they obviously use BT engineers and the BT lines for their service... which shows just how incompetent and useless ordering through BT is.
Having spoken to several other BT customers, it doesn't seem like our issue was isolated. Our neighbours use BT Infinity and they said they're just waiting for their contract to expire as the service is awful.
If you were considering using BT infinity, I'd strongly recommend going elsewhere - even if it means paying more, it'll save you from hours of phone calls with useless BT staff and spending weeks trying to configure a service that will probably never end up working.
- Location
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- Location
- HP6 5RT
- Reviewing
- BT
- Date
- 2015-03-08
- Comments
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BT Infinity - As I write this I'm getting ping response times in the many thousands of ms from google.com and download speed of less than 1 mb, I believe I'm paying for 36 mb ish
- Location
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- Location
- Kent
- Reviewing
- BT
- Date
- 2015-03-08
- Comments
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This has to be the worst broadband I have ever had. I operate on a Mac based systems and have never had a problem with my broadband. I travel and lot and I have always been able to get a connection. However, "up-grad" to infinity and I have had nothing but problems. The system simply will not allow my mac laptops (yes plural - there are three in the house) - to hook up to the internet. I have complained to BT three times and they access the system remotely but deny there is an issue.
Sometimes I can get access to the WWW but this is quite rare. I spoke with BT today and they insisted it was a problem with my Mac systems and not their equipment. I asked them to prove this was the case and they were unable to - instead insisting that their equipment was 100 secure and working. I'm left with no option other than to sue to breach of contract. DO NOT UP GRADE TO INFINITY AND THE LEVEL OF CUSTOMER SERVICE FROM BT IS SHOCKING.
- Location
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- Location
- Yorkshire
- Reviewing
- BT
- Date
- 2015-03-06
- Comments
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I was having troulble connecting to the Internet, and my computer showed me a Phone number to contact. This was a recorded message that told me there were no issues in my area so i should log on to an e-mail address!! Then it hung up with me not being able to log on as i had no internet. I eventually contacted BT after a week, and was told there was a computer glitch and my order had been overlooked. I was promised on a number of occassions that i would be contacted (none of which happened), so i had to keep ringing back to be told i would have to wait yet another week for my activation date! As i write this i am stillwaiting to be connected, so i hope when this happens it is a good service...
- Location
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- Location
- hampshire
- Reviewing
- BT
- Date
- 2015-03-04
- Comments
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bt ask us to change to infinity we agreed had always had evening and weekend calls for years and asked for it with the new package. we were sold the new package with just weekend calls and all our evening calls for 18 months were being charged because we are elderly and bt take the money from our bank we didn't notice for all that time we were overcharged by £300 over an 18 month period and bt are not interested in there mistake just waiting till may when I can end my contract after many years with bt avoid this company
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-03-04
- Comments
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The security is useless. If all passwords including the online login are reset by the reset button then all parent controls are useless!
The customer service is awful. I ahve called about the security issue. I was first told repeatedly that my account was not with BT and that I was wrong. I provided all my details, eventually they found my account from all the CORRECT information I had provided, no appology was given. The opperator was short and rude.
To resolve the security issuee I was told to put the router in a wooden box.
You can buy routers that do not have this issue.
Overall the service with BT is awful. I have had problems in the past and avoided BT for this reason. I had heard they were better... they are not.
- Location
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- Location
- Anglesey
- Reviewing
- BT
- Date
- 2015-03-04
- Comments
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Extremely disappointed in the service provided by BT. The new e-mail system is a bit of a joke. I feel that the customer service that is provided is just there to frustrate you and make you give up on the enquiry/complaint.
- Location
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- Location
- East Anglia
- Reviewing
- BT
- Date
- 2015-03-04
- Comments
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Been with BT for three years now, always there when I need it, not let me down yet.
Downside:- Very expensive and overpriced.
- Location
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- Location
- Surrey Quays
- Reviewing
- BT
- Date
- 2015-03-04
- Location
-
- Location
- Harpenden
- Reviewing
- BT
- Date
- 2015-03-03
- Location
-
- Location
- Southampton
- Reviewing
- BT
- Date
- 2015-03-02
- Location
-
- Location
- Waltham Abbey
- Reviewing
- BT
- Date
- 2015-03-02
- Comments
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We asked for a good speed internet as we have a few devices and what not that'll be on the net at the same time. They've given us crap that can just about have one device using it at a time. That'd be the ps3, noway could anyone else even think of using the net cos the lag is unbelievable. I constantly get the flashing orange light and can't do anything, its really slow!! considering we can only use one device at a time you'd think it'd be pretty quick but no. I've never had broadband this bad in my life.
- Location
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- Location
- Brentor, Devon
- Reviewing
- BT
- Date
- 2015-03-01
- Comments
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WiFi on Home Hub 3 stopped working and advice from Customer Services was to buy a new hub from another manufacturer since BT do not support WiFi and will not replace defective hub. Netgear Hub works perfectly, but after about a week speed dropped from 3MB to 2MB so suspect BT have reduced since I am no longer able to support FON users.
Dreadful customer support and will probably change in Jan 16 when contract expires.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2015-03-01
- Comments
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I decided to go over from Virgin as BT were cheaper. The change over date was a month away at the time of order. Virgin cut my services, as agreed on this date. 2 weeks later and SEVERAL phones calls from MY MOBILE, no services! JOKE!
- Location
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- Location
- 30 miles from central london
- Reviewing
- BT
- Date
- 2015-02-28
- Comments
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We live only 30 miles south of central London and we get only 1Mbps and we are unlikely to ever see high speed broadband. So much for the government's commitment to even nearby rural areas. Utter hogwash! We miss out on all decent deals for Internet and subsequent access. Disgusted of Sussex!
- Location
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- Location
- Lockerbie
- Reviewing
- BT
- Date
- 2015-02-28
- Comments
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Terrible! thats all I can say. They have a fibre activated exchange some 0.2 miles from my property (and many other sin centre of town including many many buisnesses) and the NEW green fibre boxes evn closer (in all within 0.5miles ten boxes (i have counted them BT! and yet it is only a elite few in Lockerbie who can recieve infinity. My contract was taken on the assurity that infinity would be available at the start of this year (albeit a verbal promise, In scotland Verbal is as good as written) however it has failed yet again to supply any dates, information or truth. I for one have told them they have until May when my contract runs out and then they can collect their hub, phone and line from my car park where it will be after being ripped out! RUBBISH BT absolute RUBBISH
- Location
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- Location
- North Nibley, Gloucestershire
- Reviewing
- BT
- Date
- 2015-02-27
- Comments
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Broadband in our Village is dreadful. We are not far from Cities of Bristol & Gloucester, yet there are times when broadband fails. Speed at very best can be 1 mb, but much more likel;y to be a lot less. On occassions when I have tried to test the speed, it has been so slow it won't even drive the speed tester.
We had hoped that fibre broadband would be coming to the village when BT brought it to our local exchange. But 2 years on we are told they aren't. This is unacceptable in 21st Century in England. Time BT monopoly was stopped. We pay a lot for a poor service. Worst of all is that letters to BT never get answers and one can never identify who makes the decisions.
Do something about it!!!
- Location
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- Location
- Frimley
- Reviewing
- BT
- Date
- 2015-02-25
- Comments
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Be advised. Don't go with BT. They are dearer despite a poor service. Be warned there is a £30.00 Cancellation charge, if you ever leave BT broadband, not to mention the arrogant customer service agents. Just moved to virgin, much faster and reliable although upload speeds aren't that great.
- Location
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- Location
- South Devon
- Reviewing
- BT
- Date
- 2015-02-24
- Comments
-
Unimpressed and angry with BT
Upgraded to Infinity 1 unlimited after our normal BT Broadband was getting worse, ie frequent times when no internet available .suspected they were doing it on purpose to nudge you into fibre super fast broadband.
My New hub5 arrived on schedule and for a few days my speed was almost the 37 meg as advertised.
Then tried to watch Eurosport Player bloody hopeless. Stops after a every couple of minutes,useless trying to watch live sport.
Started getting emails from Libby in customer services asking for their Youview box to be returned. We had BT TV for over 12 months and paid £50 to BT for the Youview box and was told at the time that after 12 months we can keep the box,.
I declined their reduced price offer of £2 per month when I upgraded to Infinity 1 . They have a nerve to keep asking by text messages as well as email for the box back.
To add insult to injury they have just charged me £5.60 for exceeding my monthly allowance of 40gig.
Don't these stupid people know that I have unlimited broadband use with Infinity 1.after being persuaded by them to upgrade.
Oh and checked my speed today 5 meg this morning and 10 meg this evening.
I have threatened to report them to trading standards/offcom
If they don't refund my £5.60 immediately. Don't hold your breath.Bt need exposing on watchdog or you and yours.!!!
- Location
-
- Location
- Chester
- Reviewing
- BT
- Date
- 2015-02-24
- Location
-
- Location
- Plymouth
- Reviewing
- BT
- Date
- 2015-02-23
- Comments
-
Pay for a 75Mb connection, usually receive in the region of 35Mb. The customer service is shockingly awful, they don't care in the slightest so don't expect them to help you. We were stunted with an engineer bill of £130 as well, for an issue that even the engineer told us was BT's fault and not our own, an oversight by the original engineer in the set up cost us in the long term.
On top of this issues like losing Broadband service for a week at a time (with no apparent fault on their end), and over a month waiting time to get set up initially make this all in all a great practice in wasting money and time.
- Location
-
- Location
- Chorley, Lancashire
- Reviewing
- BT
- Date
- 2015-02-23
- Comments
-
Overall for several months I have found the BT broadband and TV service to be very poor the customer service to be polite has been an absolute shambles.
For over three months we have had erratic broadband service with frequent outages; the BT Vision has not worked at all for weeks. I have Open Reach technicians send hours here, the last one diagnosed a fault underground in December but as at the 22nd February it is still not resolved. The good news is that we have a new cable on our property connection the distribution box under the footpath outside my house which comes on to my property via a new trench dug through my garden and drive but the bad news is that it ends in 3 Metres of loose unconnected cable lying on my drive - a chocolate teapot at least have some use since we could eat it...
The worst part of BT's (total lack of customer service) is having to deal with the BT call centres which seem to be in India. The people there are doing there best to provide service but the whole BT customer service system when there is an ongoing fault is in a state of absolute shambles. I have had dozens of discussions with the call centres, most of which result in total frustration on my part since the call centre folks are only given part of story by BT Open Reach folks which has resulted in hours of wasted time on calls and call backs.
My requests to speak to someone in the UK who is dealing directly with resolving our Broadband/TV service meet with a complete blank refusal. I ask to escalate my but all I get is someone else repeating the same half true stories and then being met with continued unfulfilled promises as to when my service problems will be resolved.
- 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.