3,590 Customer Reviews over 90 pages
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- Location
- Warwickshire
- Reviewing
- BT
- Date
- 2022-08-15
- Comments
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I pay for bt full fibre 900. Since the day it was installed I've had issues with wifi speed, sometimes dropping as low as 6mb when sitting 8 feet line of sight from the router, numerous calls and a number of engineer visits and no improvement. All they say is "guaranteed speed is to the router, connect via ethernet for true speed. Unfortunately my phone, tablet & security cameras etc do not have that facility. Poor customer service and they don't care as long as they get your money.
- Location
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- Location
- Neath Port Talbot
- Reviewing
- BT
- Date
- 2022-08-15
- Comments
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No broadband for 5 weeks and counting. Significantly effected my household. The wife can’t work from home. The kids have been off school with no internet. Appalling service given from call centre who give you a different story every time. BT won’t let me leave my contract early even though it’s causing huge significance and we need an alternative provider (virgin)
- Location
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- Location
- Stanmore
- Reviewing
- BT
- Date
- 2022-08-15
- Comments
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I had been a BT Broadband user up until about 8 years ago and then went over to Vodaphone for a cheaper deal, so when we moved in April I was offered a cracking deal to go back to BT. This I totally regret as I have had nothing but poor internet and customer support and now am in the process of moving to Talk Talk.
- Location
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- Location
- Glasgow
- Reviewing
- BT
- Date
- 2022-08-10
- Comments
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Perfect broadband for the entire 24 months of our contract, not one issue or reason to contact customer service.
- Location
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- Location
- Ayrshire
- Reviewing
- BT
- Date
- 2022-08-10
- Comments
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After shopping about, I decided to go with BT for a number of reasons. One being customer service. I have never felt such a weight of stress being lifted off of my shoulders! Recently had a house fire. My TV box got ruined, my Alexa house phone. After looking about for replacements and seeing it costing in the region of over £100+ I scoured the internet and decided to give BT customer service a phone. They, by no hassle at all, replaced all of my equipment! delivery to my new address, and at no stress at all. Definitely a five stars for customers. Especially in this living crisis I cannot thank them enough. Saved me money and took the stress off my shoulders.
BT have great service recommend to anyone looking for home connections.
- Location
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- Location
- Burgess Hill
- Reviewing
- BT
- Date
- 2022-08-09
- Comments
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Terrible service, constant fault issues. Advisor didn’t inform me of new 18 month contact when offering me a new deal. Over priced from other providers by £40pm. I would never use them again !
- Location
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- Location
- Glasgow
- Reviewing
- BT
- Date
- 2022-08-08
- Comments
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I ordered bt broad band on June 11th, waited till July 8th for the router to arrive to find that it wasn’t working and I had no internet. Since then I have complained several times and they’ve given different excuses (major signal outage lasting 3 weeks, faulty port etc). If true then it’s a combination of these issues but every time they’ve “sent” an engineer out he hasn’t even come. Now it is August…a day after the 3rd date they said this would be fixed by and my internet still isn’t working. They’ve arranged for an engineer to come on the 19th in another 11 days! I have no faith the engineer will come and I will be in the same position.
I am disabled and need the internet to work from home but I am unable to and the customer service done seem to care one bit. They’re also demanding I keep paying or they’ll shut the line off! I’ve never had working internet from them!
Avoid!!
- Location
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- Location
- Newbiggin by the sea
- Reviewing
- BT
- Date
- 2022-08-01
- Comments
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Past three days,had to renew my mobile as it didn't accept Bt's Norton anti virus, then my Hub4 was no longer secure so opted for Smart Hub 2. BOTH items have increased my monthly payments from £20.60 to £40+ Unable to get on Internet using lap top, can't read my Bt Email, nor can I get them onto my new Samsung A13. Tried phoning 150 for the umpteenth time, no joy as 60 minute wait in queue! Am so angry with them, feel like moving to another company! Been with Bt for nearly thirty years. Please advise, thank you.
- Location
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- Location
- Solihull
- Reviewing
- BT
- Date
- 2022-08-01
- Location
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- Location
- Solihull
- Reviewing
- BT
- Date
- 2022-07-28
- Comments
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Since being with BT I have had problems with my Wi-Fi dropping in and out.
After 1/2 hour on the phone today the only solution I was offered was renew my contract for a future 2 years on a higher price !!
Looks like I will be going back to talk talk for 1/2 the price and for 12 years never had a problem with the Wi-Fi
- Location
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- Location
- Dumfries
- Reviewing
- BT
- Date
- 2022-07-21
- Comments
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Every time I upgrade my package I finish up costing more than I expected. I phoned to sort out my mobile as my contract expired and I realised I was being charged same rate for I had payed off my mobile phone came off call with new package then realised I hadn’t got package for the phone personally I felt I was conned mobile keeps shutting calls down if I go into rear of my propertychange from Wi-Fi to by mobile as fibre put hub further away and mobile signal is bad at rear now calls on house phone are extortion in my opinion and I keep loosing calls
Have to dial again. House phone doesn’t work if power cuts that’s progress fibre is a step back as far as I’m concerned will get a cheaper provider next time. Been with them for 40+years
After con trick no more this is my personal thoughts
- Location
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- Location
- Liverpool
- Reviewing
- BT
- Date
- 2022-07-19
- Comments
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I have previously had sky and Virgin broadband at old addresses, I have found Virgin to be the best by far in terms of speed and reliability however I in my new house there is only the option for BT this is by far the worst internet experience I have ever had and their router is pathetic, it doesn't even have basic QOS so if anything does an update then its stuttering speeds and horrendous dropouts watching films or playing games.
- Location
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- Location
- Bordon
- Reviewing
- BT
- Date
- 2022-07-16
- Comments
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First time buyer, first broadband supplier, new build. Customer left feeling like a joke.
I joined under the sales pitch that I'd be upgraded to fibre once it is connected to the property, it the meantime I'll have a non fibre package.
In short, there was no fibre upgrade. Uploading 30second social media post bought YouTube on my TV to a standstill. Couldn't watch Netflix without several loading screens. Several webchats talking about low speeds resulted in nothing. They were always seeing their convenient "speed promise" margins, while I was waiting 5 minutes for a video to load.
When I was leaving I called up to talk about terminiation fees, they said they could up upgraded to 2 - 3times the speed for no extra monthly since the beginning.
I would recommend to everyone to stay clear of the broadband.
Cheaper per mb/s alternatives out there.
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2022-07-16
- Comments
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My broadband went down for 23 days by say that after 48 hours they will give you £8.40 per day till it is fixed and if they give you a date you get another £530 per day well that ok they told me about 13 dates and it never came on then when it finally came on I phone them about my compensation and this is what they told me I would get nothing because it was more than 30 homes that lost broadband and they call it a total outages I have looked all over the internet and can not find anything about no payment if it’s a total outage what a joke do not go with by I had a a friend that was with sky they give home £200 and a upgrade bt are con men stay away from BT not good at anything
- Location
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- Location
- Nottinghamshire
- Reviewing
- BT
- Date
- 2022-07-06
- Comments
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I have a new Broadband contract but couldn’t access my emails. Spoke to Stacey who had lots and lots of patience as I’m not very familiar with computers and eventually sorted it for me. Stacey is amazing very calm and kind and a great asset to BT She is definitely 5*
- Location
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- Location
- Staffordshire
- Reviewing
- BT
- Date
- 2022-06-30
- Comments
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BT have a scheme for disabled users promising to return any money you pay due to being in contract. BEWARE it is credited to your account so could take you a year or even two to get your money returned. Companies recommending this scheme EE in my case should ensure customers are aware of this. I complained I will now pay my own bill send it to BT and hopefully get my money returned. Not everyone has the money to enable them to do this. The idea of me changing was to save money not wait more than a year to get what I’ve paid returned. Not good enough at all.
- Location
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- Location
- LANCASTER
- Reviewing
- BT
- Date
- 2022-06-29
- Comments
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Awful Internet some nights you wont even have 1mb utterly useless infact i had better internet in the 90s genuinely about 10x faster than this crap they call internet do you self a favor and get virgin avoid at all costs its a horrid horrid horrid experience
- Location
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- Location
- dereham norfolk
- Reviewing
- BT
- Date
- 2022-06-26
- Comments
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ive been with this lot for just over a year and have had the worst experience ever. it took them months to sort my broadband out and i mean months and had at least 10 workmen in my home trying to sort my problems out. I was phoning every day for weeks without any joy, really frustrating so they offered to cancel my contract free of charge (wish i had). they finely sorted it and put me on the best rate well apparently £26.99 which i was pay from the start. After about 3 month i noticed it had gone upto £32.00 and before i knew it £38.99 without telling me. I phoned them and they said I'm in a 2 year contract and would have to pay to come out, its an absolute rip off. They now advertise on tv £26.99, be very carful, can't wait to move to a decent honest company, worst experience ever, you have been warned
- Location
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- Location
- Basingsotke
- Reviewing
- BT
- Date
- 2022-06-23
- Comments
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Unfortunately, I havent a great experience with BT, along of my 10 years with the company I faced many Broadband issues, calling customer services and trying to reach an outcome for my issues. Recently I have as for a good deal trying to renew my contract with the company, however, the customer service didn't even consider 10 years I have been with the company and said they couldn't cover any other offer comparing prices with other broadband suppliers, very disappointed, unhappy, I feel that all that the company doesn't care about the clients it's all about profit. Sadly this company will lose more customers I don't recommend this company to anyone it is problems with the service also the company is not customer-oriented.
- Location
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- Location
- Broxbourne
- Reviewing
- BT
- Date
- 2022-06-18
- Comments
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I’ve had fibre for just over 18 months now. Started off well and was getting a good signal all around the house. Since the start of the year the signal is non existent and router reboots itself at least twice a day without fail. Paying over £45 a month for this service with a phone line is expensive for what it is. BT don’t want to know, they just try and sell you a more expensive expensive service, not sure they understand their current service doesn’t work so why would you pay more for another poor service. Have now cancelled my contract and gone to Virgin 1GB for £10 cheaper a month. Virgin also gave me £100 joining credit. Don’t waste your time with BT as it’s a tin pot service for a gold platted price.
- Location
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- Location
- Oxted
- Reviewing
- BT
- Date
- 2022-06-17
- Comments
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If I could give BT minus 10 , I would. I ditched them 20 years ago after moving house and had terrible trouble with them even then, poor service , poor reception etc. Since then, I met a new partner last year who had BT and was horrified that he could hardly get any reception. We complained, after 2 months of me shouting at BT , they finally fixed the problem for it to go wrong again 5 months later . They have ignored our complaint and after receiving a letter saying as their package was changing, we could leave. So we changed to Sky with supposedly 6 mths of BT left . Since then they have literally gas lighted and bullied us with conflicting emails and letters forcing us to pay £107 to leave despite earlier no charge info previously and are subtly threatening legal action. My partner is so stressed , he is paying but I will be contacting the Ombudsman about this . They are the most unethical company I have ever dealt with . Please do NOT sign with them, there are cheaper and better options out there
- Location
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- Location
- Ashford
- Reviewing
- BT
- Date
- 2022-06-15
- Comments
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I am appaled at BT and it's behaviour towards customers. I had returned my equipment which they confirmed receipt but the still insist on a charge of £30 for a dish that they claim that they sent me 5 years ago. Also after leaving, they took another direct debit which put my account in credit. I have been bannging my head agaist a wall with their useless customer service to return the money but they promise next week and next week and next week. An absolute disgrace.
- Location
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- Location
- Wolverhampton
- Reviewing
- BT
- Date
- 2022-06-10
- Comments
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I became a BT customer as recommended by EE last year.
I joined last year around mid December.
Service has been ok till 8th June when there was a loss of service.
I texted & had a SMS reply that broadband services were affected in my area & will resume on 9th June. I was ok with that. But no further communication came at end of 9th June so I texted & reply came that services will not resume until 14th June.
Both me & my wife work from home. No internet means no work, no WiFi for children, no CCTV, no Netflix, no Disney.
I can't tether data connection from my phone to laptop.
Contacted BT after 25min wait in queue only to find customer rep was no use at all. I explained I have to travel 2 miles to parents house to use their Virgin WiFi. She offered me £40 compensation which was poor. My children have used most of data allowance in 2 days than they would in 1 month. BT only look at profits and not customer care.
I asked for termination of contract they said only on grounds of 30days poor quality broadband. But the service is crap.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2022-06-10
- Comments
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Worst experience with a company in my life.
Told on multiple occasions they would get my internet sorted. 5-6 times they messed up and it looks like I am 3-4 weeks without internet due to their incompetence.
Also misled me on switching and couldn't claim compensation.
An utter joke of a company.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2022-06-06
- Comments
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Very unreliable service, I need broadband to work from home but the service with BT has been very unreliable. The connection drops, and I've been without any connection for several long periods of time, the last time being for three weeks. I was told planning permission to work on the road was required, but when the engineer came he told me this was not the truth. This time it has been one week so far. BT were aware of the fault but told me no engineers could come out until after the Jubliee celebrations which I think is unacceptable. I've called BT multiple times and on various ocassions the customer service team have hung up on me. They've also tried to upsell to me as a "resolution" to the issue, but if the basic package does not work why would I pay more money for an unreliable service.
- Location
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- Location
- Bromsgrove
- Reviewing
- BT
- Date
- 2022-05-29
- Comments
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The worst customer service, you can explain the situation a thousand times and get a brick wall of a response. The “unbreakable” internet we pay a fortune for consistently breaks or is unstable, and yet there is no compensation for this at all in the slightest. What a waste of money and so avoid this if you can.
- Location
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- Location
- sussex
- Reviewing
- BT
- Date
- 2022-05-28
- Comments
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went out of contract with bt and bill crept to £67.00 for broadband and bt sport which is charged in advance i paid this but then phoned for a cheaper deal on new contract for the next month bill they assured me bt sport would stay connected till end of term i paid for and then the next day i was cut off so misled and misold as a customer of some years i was disgusted i phoned and was told i would get a refund for lost services i had paid for in advance not good enough am cancelling new contract within first 14 days and wont be back beware i needed a cheaper deal so was to cancel bt sport at end of the month but they lied all recorded beware if your an old customer it will not benefit you not acceptable
- Location
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- Location
- Peterborough
- Reviewing
- BT
- Date
- 2022-05-28
- Comments
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Broadband drops in and out as it pleases leaving you unable to do anything don’t even contemplate watching a tv program it won’t happen then expect a really long wait on the phone if they pick up at all ! To just be told well I can’t see a fault so if you want an engineer it’s at your own cost ! Worst customer service ever even though I can provide speediest of less than one mg apparently as that’s still getting internet it’s ok although it won’t load their homepage either
- Location
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- Location
- Wirral Merseyside
- Reviewing
- BT
- Date
- 2022-05-23
- Comments
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Absolutely disgraceful company. Tied into contract with this useless junk atm can't wait to change
- Location
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- Location
- Kilbirnie
- Reviewing
- BT
- Date
- 2022-05-19
- Comments
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Worst wifi ive ever used £80 a month for the worst ping for when i play and the worst connection possible horrible download speeds and upload speed i would recommend sse who i have switched back to for near £20 a month for better results 100% never using bt again
- Location
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- Location
- Leeds
- Reviewing
- BT
- Date
- 2022-05-18
- Comments
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It's a shame I can't leave minus stars had nothing but connection issues with BT today I decided to cancel my contract and they want to charge me £118 cancellation fee ..Good luck BT see you in court ...nobody but a fool would pay for a service they aren't getting....I look forward to the court case
- Location
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- Location
- LIVERPOOL
- Reviewing
- BT
- Date
- 2022-05-17
- Comments
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January 2022 I commenced contract with BT charging £29.99. After 1month they sent a letter saying price has increased from April. April bill was £35.40 including 21p for outside of contract usage. After speaking with them they informed me that the bill is correct and from May's bill £32.77 will be charged due to price increase by the government.
However by brother called and they are offering the same contract for £30.99. Be aware new customer's they will probably do this with you.
- Location
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- Location
- Ardgay
- Reviewing
- BT
- Date
- 2022-05-16
- Location
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- Location
- DERRY
- Reviewing
- BT
- Date
- 2022-05-13
- Comments
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Terrible service the left hand doesn't know what the right hand is doing
- Location
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- Location
- Hemel Hempstead
- Reviewing
- BT
- Date
- 2022-05-12
- Comments
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We signed with BT retail in Oct 2021 on the basis their mkt position, customer service levels, and that their superfast fibre would be installed before our 1st leisure business opened in April 2022. It is 12/5/22 and it is still not complete. I have spent most of my 30 year career dealing with the largest companies in the world. I have never ever experienced the level of incompetence with any company, large or small, as I have with BT. I still cannot believe a company of BT's size and market position can be so incredibly bad. No department knows what the other department is doing. Numerous engineers turn up to do the same job weeks apart. We have had to go out and buy our own 4G routers from Vodafone just so we can open the business whilst we wait for BT to finish. They are months late and still cannot admit fault. They say our issues have been "escalated", but do not be fooled, this does absolutely nothing. I would strongly suggest you look for a smaller provider that is organised and takes care of their customers. If I could go to another provider I would but BT have locked us in for 3 years.
- Location
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- Location
- Fulham
- Reviewing
- BT
- Date
- 2022-05-12
- Comments
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Overall the worst customer service. They blocked our line by accident because a neighbour was switching providers and they incorrectly registered our wifi. They then refused to accept they made a mistake and werent able to fix the mistake until over a week later leaving us stranded without wifi working from home. No compensation, no immediate action. Their customer service staff are incompetent and cause more problems than solve them.
- Location
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- Location
- Leeds
- Reviewing
- BT
- Date
- 2022-05-11
- Comments
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A complete false start. We opted for a new aerial and explained that we live in a 3 story house. Their engineer came out and informed us that they couldn't fit an Aerial and would have known that had they been informed by BT, which they weren't. BT's response was that I Could either pay for it to be done myself at a cost of £360 or they could just cancel the TV part of our package. No effort at all to find a solution, no empathy at all and the ownus put on us to find a solution. We ended up staying with our current provider.
- Location
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- Location
- Cheddar
- Reviewing
- BT
- Date
- 2022-05-10
- Comments
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Very happy customer! Install was spot on, install the fibre all with no charge,that didn't look like a small job. On BT fiber 900 speed over Lan 950-1gb. So fast and so far very reliable'-)
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2022-05-09
- Comments
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ABSOLUTELY TERRIBLE CUSTOMER SERVICE.
ABSOLUTELY TERRIBLE CUSTOMER SERVICE.
They don't know their own processes and don't make concessions even if they're in the wrong.
They asked that I return my hardware equipment at the end of my contract as I was moving address. They said go into any EE store and drop it off, it couldn't be easier. I arrived at EE and was told that they have never accepted routers etc. so I called BT from the store to ask what was going on and why they had wasted my morning by advising to take the equipment to EE. They apologised and said they'd send out a returns bag instead so I could send the equipment back. I gave them all the details of my new address as I was no longer living at the old address, and thought nothing of it.
The next time I hear anything, it's my old landlord calling up to say there's a bag addressed to you from BT. Obviously they've sent it out to my old address. After calling up again and explaining the series of errors from BT, I was then told I still had to return the hardware or I'd be charged. So after wasting nearly 8 hours of my time. They wouldn't waive a £50 charge.
It was out of circumstance that I left BT, but I'll be cancelling my business broadband and EE contacts now and won't be back again. Treat people better and you may manage to keep some customers. But I won't be one of them.
- Location
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- Location
- Burley
- Reviewing
- BT
- Date
- 2022-05-09
- Comments
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Absolutely disgusting service from BT WiFi
Just to waste my time further after numerous texts and 2.5 hours on the phone
Complaint Number VOLO13- 680299153906
No WiFi for months the service team are a waste of space.
Promised a tech to home address, no tech and informed complaint closed by email
Numerous phone calls and waiting in a queue
Useless
My account is up for renewal so obviously with this diabolical service I cancel it
Nobody wants to speak about the three months I’ve been robbed by you taking my money and no service so no surprise all I get is a lady who wants to explain the costs of my closing the account
You lot should wear a mask.. robbing scumbags
- 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.