3,590 Customer Reviews over 90 pages
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- Location
- Ely
- Reviewing
- BT
- Date
- 2019-12-23
- Comments
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The most incompetent company I've ever had the displeasure of buying from. After attempting to set up a fibre broadband package at my new home, I was informed on my activation date that the original order wasn't even actually confirmed due to human error. I then attempted to set up my broadband package again. Two weeks later, on my new activation date, I was told that the order had been cancelled moments after I placed it despite the fact that I had not been informed and had made two subsequent calls to check on the order where I was told it was processing. It turns out they had tried to take over my neighbour's line instead of the deactivated line because, for some reason, when confronted by two active lines and one deactivated line, they assume one of the active lines is the one I'm attempting to set up broadband on. I'm currently sitting on my phone being told by a BT rep that they won't be able to honour my original deal now for reasons that can only be summed up as "we don't want to do it anymore", even though the only reason I don't have broadband at the original price is because of their own incompetence. I will never buy a BT product again and any BT rep I see standing on a sidewalk during a rainy day is getting splashed.
- Location
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- Location
- Keighley
- Reviewing
- BT
- Date
- 2014-04-03
- Comments
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Incredibly rude and unhelpful customer service, extra charges for services I was told would be free. Cannot express how much you would be better off with any other company. I joined them because i wanted broadband for my children s school work i also got land-line, they joined me with no problem but after the first month they got the bill and when they'd received the bill they suspended my broadband and land-line for 2 weeks, caused me so much trouble, id advised any one with children to never join BT because its a completely terrible service!
- Location
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- Location
- Manchster
- Reviewing
- BT
- Date
- 2017-10-11
- Comments
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Please avoid this vile company like the playground.criminals in suits comes to mind. My bill doubled over the last two years,when confronted they came back with a cock and bull story.The TV package broke after a few month I never used it,never use the landline,and the broadband was average.you just get put through to a call center and my god can those people lie.shame on you BT for misleading the public and robbing them of their hard earned cash.Total disgrace the of you.
- Location
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- Location
- Chester
- Reviewing
- BT
- Date
- 2016-09-28
- Comments
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Having suffered several 'major outages' in this area over the summer, I made a complaint to BT. A few days later they called me back - to see if they could call me back in a few days time! By the time they eventually called me to discuss my complaint, we had had another 'major outage'. The customer service gentleman I spoke to had an Indian accent, but I wouldn't say I couldn't tell what he was saying. Mostly he blamed Openreach for the problem, but that is surely a cop out. If he was calling to deal with my complaint, surely that means that whatever arm of BT he worked for was taking responsibility for it. He also seemed to contradict himself over and again. First telling me he could give me a rebate on rental for the number of days outage, then saying he could not unless it was 5 consecutive days outage - which we had not had. I tried to clarify what he was saying, getting very frustrated that he seemed to keep contradicting himself. At the end of the conversation I told him I thought it very poor service that we had to be without internet for 5 consecutive days and that I would look for another service provider. We agreed though that he could close the complaint as we seemed to be going round in circles and he said he would make the rebate!!! I don't know if we are getting a rebate or not. I was left feeling very confused and frustrated - so much for customer service. He did however confirm that we are not under any current contract with BT so I told him I would be looking elsewhere for an internet provider who knows what customer servce means.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-05-09
- Location
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- Location
- worcester
- Reviewing
- BT
- Date
- 2016-07-26
- Comments
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I joined bt over a year ago just for the £75 gift card.I wasnt allowed the gift card as they said i didnt qualify for one although i applied for bt on line.Through the time i was with bt,my broadband was slow,kept dropping and the prices flutuated.I never had any of these problems with my previous supplier(sky).i am now with the post office so bt and stick their broadband.
- Location
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- Location
- LANCASHIRE
- Reviewing
- BT
- Date
- 2016-07-18
- Comments
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Ignore the word "CONTRACT" It means nothing.Prices went up within 6 months on the pretext of better service and because line rental went up.Not seen any difference in sevice yet Cant wait to get away from them BUT What do you go for? these companies all have their snouts in the same trough!!!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2018-03-05
- Comments
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Worked fine until 2 months ago. Now it drops connection randomly. Bt help desk are worse than useless and are unable to answer why or even fix it. Speed is decent IF you can keep a reliable connection. An ISP I would not recommend anyone take up. Also as a point of note, had my net go down for 5 days with no support from BT. Not the service I expected and definitely a service I am leaving
- Location
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- Location
- Deeside
- Reviewing
- BT
- Date
- 2016-09-20
- Comments
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absolutely disgusting customer service, pushed from pillar to post, I have spoken with 6 different advisers today and only 1 could tell me the truth! that my order has somehow slipped through the net, after spending over an hour on the phone 3 weeks ago placing an order for tv and broadband and giving my card details, and to be told I have an engineer coming out. My appointment was meant to be tomorrow but I have had no communication from bt in the past 3 weeks so i thought id better call them to check as I would need to take time off work! after 1 30 minute live chat and 5 half an hour to an hour calls later they told me that there is no order for my address/name/contact details. Disgusting customer service, I was cut off 3 times and promised ring back numerous times which never materialized. I just cannot understand how a substantial order with a massive company like BT could go so wrong, highly dissapointed to say the least!
- Location
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- Location
- RM16
- Reviewing
- BT
- Date
- 2021-12-23
- Comments
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Probably the worst service provider to our home.
Lost count how many times broadband has crashed, requiring a phone call to get restarted.
Have no option than to find a new broadband provider.
- Location
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- Location
- london
- Reviewing
- BT
- Date
- 2016-08-30
- Comments
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If you are contemplating taking any BT service please don't as you will regret it.
I have been having numerous issues with my wifi and all bt have been doing is fobing me off. I have spent upto 6 hours with clueless customer advisers telling me at the end of the call is call back next week. now if that isn't disrespect than i dont know what is.
- Location
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- Location
- Burnley
- Reviewing
- BT
- Date
- 2017-10-04
- Comments
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Would not pay BT customer service with washers they have NO COMMUNICATION AT ALL. We have been with them 15 weeks, without mobile service for 2 weeks as they cut my husband off for no reason, forgot to port our landline number from previous provider, we had 2 different temporary number am took 1 monTh to sort it out, not had a correct bill for 3 months STILL TRYING TO SORT IT OUT
- Location
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- Location
- Newmarket
- Reviewing
- BT
- Date
- 2018-11-13
- Comments
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I've put one star because there is no option for 0.
I am a new BT customer and have been plagued with lack of service, poor customer care and incorrect billing. The time spent trying to sort this out has cost me far more than any prospective savings from lower bills for the 18 month contract period and I wish I never switched.
It took BT over a month to connect me from the first visit.In that time BT closed tickets telling me the problem was solved yet I did not have the service I was being charged for. Just as I finally get sent an engineer that knew what he was doing and does connect me, I am incorrectly charged £130 for the engineer visit. This fee is only meant to apply where the fault is with the customer (either on their property or with their equipment). This was not the case with me and I was told by the engineer that the fault was further down the line.
I do not like the way BT assume the customer is in the wrong at every step of the way. I am complaining to get the matter rectified, but I bet there are many people who do not understand what they are being charged for and just pay the money. This has been a terrible customer journey. I do not only NOT RECOMMEND, I would actively say GO ANYWHERE ELSE!
- 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
- York
- Reviewing
- BT
- Date
- 2016-11-26
- Comments
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Kerry from South Shields helped me to sort out a difficult problem when switching my 2 BT mobile accounts, saving me from losing my old phone number whilst still getting an excellent deal. I just want to say a huge thank you for her quick thinking to find a solution and her understanding when dealing with the issue. I hope she gets some sort of recognition for her outstanding customer service! :)
- Location
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- Location
- Brighton
- Reviewing
- BT
- Date
- 2015-09-11
- Location
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- Location
- Yeovil
- Reviewing
- BT
- Date
- 2017-06-06
- Comments
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BT has become a worse provider now a days. My internet has been doped more than a week now. Reported fault and gave an engineer visit appointment after a week. I couldn't go for my work that day. Unfortunately he didn't turn up. Called BT again. They said they have no idea what happened. Booked another appointment after 3 days following Monday. Again I didn't go for work waiting for the engineer. He didn't turn up that day too. Called again BT talked to their manager. He assured next day morning the engineer will visit. Didn't go for work waiting for the engineer. In the morning I called BT to ensure that he is coming or not. He said yes yes before 1 pm. No one came till 1:30. Called again they said it is next tuesday. Imagine, this is 11th days, I have no internet. They have suggested BT Fon, open network which is rubbish. So next appointment gave is for coming Thursday afternoon. Let us see. Dear all, do not choose BT again as they have degraded to lower than talk talk now a days.
- Location
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- Location
- Lightwater
- Reviewing
- BT
- Date
- 2023-12-16
- Location
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- Location
- Wimbledon
- Reviewing
- BT
- Date
- 2017-08-26
- Comments
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I have had a contract with BT for telephone, broadband and mobile (x3 sims)
There is not one day that goes by where there isn't an issue with the broadband and phone, mobiles have been OK but charged for extra data usage (owing to having to use more because of poor to no WiFi service!) I have made numerous complaints to BT and not one has been followed up, I get empty promises of phone calls and although customer service staff are apologetic (I genuinely believe they are, but as for the company, they don't give a monkeys) Every time it rains the service disconnects, you cannot imagine the frustration experienced when I lose my work online or my children lose their homework and have to complete again as the the internet cuts out with such regularity. In may this year I made yet another complaint and was advised to upgrade to "their superfast hub" nothing could have prepared me for how bad this was going to be!! The situation got worse and, as per previous comments, I was speaking to the Indian call centre ( this in itself is a big communication barrier (no pun intended) being Scottish and hearing impaired it was and is very difficult to communicate in ordinary conversation, add someone from Bangladesh and you have yourself a big dilemma!! So I started using the chat service on BT website (my BT) and one (Indian call centre staff member) representative wrote that I would never attain the speeds BT claimed as I was "too close to the exchange " and so I began taking screenshots to prove that BT knew they were selling me services they could not provide! Two weeks ago I wrote to the Ombudsman, I provided them a brief history of my experience and the continued issues and they agreed to look into it. I have heard every excuse in the book but when "Ollie" called me this week from BTs British complaint resolution department he told me that the reason for my connection problems was because of my TV Ariel!! To say I was flabbergasted is an understatement, I asked "Ollie" if he was having a laugh, (obviously not!!) I then told him I have not got a TV and haven't had one for 14 years and that my Ariel was cut prior to my moving into my home ( +7 years ago) Nonetheless he sent an engineer out for three days later, and when I relayed what Ollie stated he burst out laughing, told me that he was taking the pi$$ and he set about installation of a new line and made sure in was connected prior to leaving, low and behold, I still have a poor to non existing connection, best part is Ollie telling me he would recommend an Ariel installation company for me "free of charge" today I received a message from the telecommunications ombudsman to say they are doing a thorough investigation into BT and my complaints and will update me as soon as they have completed it!! Nonetheless BTbare still charging me despite agreeing to STOP taking money from my account!! I would advise anyone considering using the outfit known as BT to do some homework on their services before committing to a contract! I grudge giving them even one star, the whole thing has had me in tears at the lack of understanding, the sheer frustration at giving them almost two years of time to find a resolution and it has been to my detriment. On the plus side there is a service checker on the ifcom website that allows you to check the best service provider in your area, I would advise everyone to use it prior to committing to any contract! BT now refuses to discuss my complaint as it has been escalated to the ombudsman!!
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2023-09-30
- Location
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- Location
- Exeter
- Reviewing
- BT
- Date
- 2023-06-22
- Comments
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I have given them a 1 because I still have no Internet. I signed up for broadband and got the equipment. I set everything up and asked them to activate it. I called customer service and they said this is not possible. They said I need a engineer but they cannot say why. They told me to to keep my engineers appointment because it would otherwise move the activation date 10 days further evwn though i was out of the country. The engineer called me and as I told him everything was set up and he said he thinks he could do everything on the outside. I get a message asking to rebook an appointment and my activation date is now about 3 weeks from when I had initially asked to activate even though this is what customer service told me to do instead of chqnging the appointment. I have a new build with BT connected and a hub set up. Their customer service is responding with now help and telling me hopefully someone would be at home in 3 weeks time. Maybe they should listen to the calls they record for training purposes because they obviously have no training
- Location
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- Location
- Sbsh
- Reviewing
- BT
- Date
- 2016-05-23
- Location
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- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2015-02-03
- Comments
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I am trying to watch the FA cup reply Manchester United V Cambridge online, which would have been the pinnacle of my day and would have been a source of entertainment. But to my disappointment and annoyance the website remains half an hour after trying to login, at the login page. I had to receive the score through my friend, who is also irritated, frustrated and pissed off. I think it would be fair of you for the loss of my time and causing me emotion distress, to recover the costs of my displeasure with a Ferrari, preferable a red one. I hope you will sort this out and have back-up measures in places, to avoid this recondite in the future and a Ferrari would not have been given to me. Yours Faithfully, angry, deprived football fan.
- Location
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- Location
- Upminster
- Reviewing
- BT
- Date
- 2017-03-27
- Comments
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I never review companies but have made an exception for BT after a 5 week long battle and 36 phonecards I manged to achieve an Internet connection for 10 days before they tried to charge me £118 for my trouble!! I attempted to leave them and was told I would have to pay £200!!! Then they disconnected me for refusing to pay a bill so high for 10 days service. I rang and argued it and had an extension agreed to April to allow time to contest such a high bill. Just come home and found out they have disconnected me again. They refuse to put you through to a manager. They've promise to escalate my case to a special team then I end up back in the loop of customer services who have no authority to help!!!! Never had such terrible service. AVOID AT ALL COSTS!!! I've taken to the time to review so no other poor person has to suffer such an inadequate rubbish service!!!!!
- Location
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- 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
- Wales
- Reviewing
- BT
- Date
- 2018-05-23
- Comments
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I HATE BT SO MUCH!!! Its so slow and when the Bt man came to my house to check the speed he made it even worse. Its a massive waste of money and I would recommend you to never ever use your money on Bt because its trash!!!
- Location
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- Location
- Aston, Henley-on-Thames
- Reviewing
- BT
- Date
- 2018-05-04
- Comments
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Where ever I go in my day I have pretty reliable service on my phone be it 4G or work broadband. I come home and I have to wait for everything I need to do online. I’m on the fastest BT ranking but cannot change it due to its Connection to a business account. I always know I’m getting close to home or I’m on the home broadband because my phone slows down. Not only that I get the joy of casually of having to wait for my Rueter to reboot for five times in one evening. Favourite thing when that happens. I sometimes switch my phone to 4G from my own Wi-Fi connection because it’s faster.
- Location
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- Location
- Somerset
- Reviewing
- BT
- Date
- 2019-07-30
- Comments
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Rubbish speed, less than 50% of advertised, very poor customer services, resorted to contacting CEO of BT and even he could not get an engineer to sort out the problems. So sick of being on the end of poor connection, and poor customer services.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2017-02-18
- Comments
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Just cancelled my broadband and found that I have to pay £31 disconnection fee, disgusting. BT never mentioned this fee when I moved to then. I am sure they never mention this as customers will be put away. It is a disgrace to charge something like this at the end of the contract.Shame on them.Will never use them again.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2017-02-24
- Comments
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For the sake of your own sanity, DON'T JOIN them!!!!!! We joined 6th January only to receive a call one week later that they are cancelling our order and apparently we requested it. Called them back to find out we have to wait a week for another engineer who then said it will not work for additional 10 days!!! 10 days later nothing. Called them again telling them we want to cancel the contract. We've been told to wait another 3 days for a call from their complaint team to sort it out. Hours on the phone with India for nothing. Save yourself a lot of time and join someone else who actually cares about their customers..
- Location
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- Location
- Newark on Trent
- Reviewing
- BT
- Date
- 2022-10-28
- Comments
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Quote a lot of interrupted internet connections.
They will also charge you extra for leaving a few days early from your contract, even though you've paid your contractual obligation.
- Location
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- Location
- Petworth
- Reviewing
- BT
- Date
- 2017-10-18
- Comments
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BT are appalling, there is no way they'd be in business still if they didn't have a virtual monopoly. If you can use anyone else, do.
- Location
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- Location
- Chigwell
- Reviewing
- BT
- Date
- 2017-01-18
- Comments
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BT Fibre Broadband. I have been waiting since July 2016 for broadband to be fitted. So far totally appauling service. Engineer failed to turn up twice. Impossible to contact BT I have spend 6 hours on telephone being not answered, cut off, redirected. This has to be the worst company in Britain
- Location
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- Location
- lincolnshire
- Reviewing
- BT
- Date
- 2016-10-18
- Comments
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Tried to get on bt sports to watch a game but couldn't log on. Their technical advisor got me to try logging on several times over the phone. He then advised me I was locked out for 24hrs because I had (on his advice) tried too many times! They flatly refused to do anything more to assist me. I have since tried to leave BT but they are telling me I renewed my contract 4 weeks ago?!?!? and there would be large termination fees. This didn't happen, they are not forthcoming with any proof that it did but are refusing to let me leave. Customer service terrible stay well away
- Location
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- Location
- Camberley
- Reviewing
- BT
- Date
- 2015-11-23
- Comments
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BT = Broken Telecoms.
I've had similar experience of the BT service as a residential customer. Since moving to cable (Virgin) I've never looked back. I'm now once again experiencing the BT disaster on the company connection, if indeed connection is the right word. Intermittent issues going on for weeks. Seemingly with no resolution. Engineers contacting once in a while just to see if the problem has fixed itself, at least it feels that way. They really come across as clueless. Wouldn't recommend them unless you literally couldn't get hold of 2 tin cans and some soggy string.
- Location
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- Location
- Bilston
- Reviewing
- BT
- Date
- 2015-09-02
- Comments
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Promised I could receive speeds of up to 75mbps when signed up 6 months ago. Reported a fault on the line because of slow speed. Engineer told me I could only receive speeds of up to 37mbps at most after checking all the cables were ok. I called BT to down grade my package as I was not willing to pay for speeds that were impossible for me to receive. I was told they could not down grade my package and that to down grade I would have to sign on to another 12 month contract for which I refused and told them that it was they that are in breach of the contract for lying about the speeds I could receive in the first place to debate went on with customer services for almost half an hour. All they kept trying to do was tie me into another contract by saying there was nothing they could do, it was nothing short of blackmail the tactics they tried with me and I blatantly refused. In the end I finally managed to get through to them but my word they made it hard.
I'm sure it must be illegal to make someone pay for something they won't receive.
- Location
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- Location
- cornwall
- Reviewing
- BT
- Date
- 2016-09-26
- Location
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- Location
- Greater Manchester
- Reviewing
- BT
- Date
- 2016-07-22
- Comments
-
Rubbish customer service and intermittent problems with the internet speed. Avoid!
- Location
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- Location
- Kingston
- Reviewing
- BT
- Date
- 2015-12-11
- Comments
-
You know what dial-up was quicker than this. and woe betide if your connection is lost, you will spend hours on the phone to someone who doesn't care. At one point they switched my landline number with someone else! I am leaving.
- Location
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- Location
- Portsmouth
- Reviewing
- BT
- Date
- 2014-07-04
- Comments
-
Circa £45pm worst customer service received ever! Rude and swearing so tried to speak to a manager "Nothing I can do" you have to write a letter which they do not reply to! Took £50 of calls to cancel the broadband and phone which was already disconnected wasn't to bad only cost me a further £45 plus £50 disconnection fee so £145 and a week of stress on the phone. Never again will I ever use a product and will warn anyone reading this BEWARE BT!!!!
- 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.