3,590 Customer Reviews over 90 pages
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- Location
- Ilford
- Reviewing
- BT
- Date
- 2019-01-23
- Comments
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Worse customer service ever. Call them in August to renew the contract..clearly asking them to pay the same amount of money 53.73£ it was monthly. The person on the phone dishonestly told me that the bill was going to be the same and now I have a contract till February 2020 with a bill of 62.99£ for something that I didn’t ask and I didn’t want. When I have called them I was offered a discount of 4£ with a new contract for 6 months ending on August 2020. Totally joke. Can’t wait to leave them for good and not recommended to anybody. Stay away from BT!!!!
- Location
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- Location
- portadown
- Reviewing
- BT
- Date
- 2019-10-24
- Comments
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Bad customer service,they dont value your custom
- Location
-
- Location
- Lower Broadheath
- Reviewing
- BT
- Date
- 2016-09-15
- Comments
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Broadband speed is incredibly slow (1.7) and I would love to speak to BT about it but I don't want to waste another 2 hours of my life to try and get them to answer my call! I would love to switch but started our 12 mth contract with them 2 mths ago. Can we get out of a contract that obviously does not work for us?
- Location
-
- Location
- Anon
- Reviewing
- BT
- Date
- 2016-11-19
- Comments
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Stay away from this company. They have the worst customer service and they have the worst broadband speed and reliability. The wifi crashes 2 times every hour and we just lost 200 pound concert tickets to a crash. This company needs to go bust.
- Location
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- Location
- Horsham
- Reviewing
- BT
- Date
- 2017-03-27
- Comments
-
WORST COMPANY IN EXISTENCE - DON'T WASTE YOUR TIME. Can't communicate or deal with custom efficiently, takes forever to get through for a service that is shoddy at the best of times for mega expense DISGUSTED
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2015-08-26
- Comments
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BT Customer Service- a communications firm where the left hand would have to put you on hold for 23 minutes while it finds out if it has the authorisation to confirm there is a right hand.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2019-03-14
- Comments
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I pay just over £50 a month and the broadband keeps dropping avery 10 minutes. The worst experience ever is wich BT. Please do yourself a favour and don’t choose BT. Complete nightmare
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-06-15
- Comments
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BT reuse to let me leave without paying the rest of my contract fees despite not giving me the service I signed up for. To leave I must pay £197. I have a ADSL Internet connection which, despite ridiculously slow upload and download speeds which I tolerate, continually loses connection and displays the dreaded ‘yellow light’ on my router signalling a loss of service, REPEATEDLY, 10-20 times a day!! BT offered many ‘workaround’ fixes, free phone data, new routers (x3), engineer visits etc. After my need for a better connection became essential due to large file upload/download for work, up to 6GB+, I decided to leave BT and join Virgin Media which was cheaper and has impressively fast fibre broadband in my area. BT then claim, what for it, that my loss of Internet connection isn’t technically a ‘drop’ in service and happens simply because the accompanying landline has a fault on it!! I explained, it doesn’t matter what or where the source or location of the problem is, all that matters is I’m not receiving the service I should be. To which they respond with their final word on the matter (after long debates and endless transferring from department to department) that my Internet has only ever ‘dropped’ connection twice during the last year and has always been ‘provided’ otherwise and it’s the problem with my landline that causes the problem with the Internet connection at my end, and therefor, because they’ve continued to provide broadband at the speed contractually agreed upon from their end, I am not free to leave without paying the rest of my contract!! Can you believe it!! I said it doesn’t matter what you provide at your end, what matters is what I receive at my end, AND I RECEIVE REPEATED DROPS IN SERVICE!!! I DO NOT CARE WHAT PART OF YOUR SERVICE/NETWORK IS BROKEN, I DO NOT RECEIVE THE SERVICE I PAY FOR AND I WANT TO LEAVE WITHOUT BEING CHARGED £197 TO DO SO!!
BT refuse to budge so I must pay £197 to leave a broadband contract that is regularly interrupted by a fault on the accompanying landline. What can I say except, BT, shame on you, after my years of loyalty, you treat me like this, SHAME ON YOU!!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2022-03-17
- Comments
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If you are a business PLEASE PLEASE PLEASE stay away from BT, because of their mistake I got the contract cancelled and they want me to pay almost a £1000! This is just an easy way for them to rip people off, and this happened to other business I know too!
Of course they can’t get access to any recorded call that would show I am in the right position!
PLEASE PLEASE PLEASE DO NOT USE BT AT ANY COST
- Location
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- Location
- Reading
- Reviewing
- BT
- Date
- 2016-10-28
- Comments
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BT are the absolute worst provider I've ever had to deal with. They frequently lie/ignore customers, don't care one bit about their customers and seem to go out of their way to make things more complicated than it actually is. The broadband service we receive is completely unreliable, when we've complained we've just had inadequate responses and our latest interaction with them has been q complete joke. We are moving house and all we want to do is move our account across (because we still have time on the contract so until that point we can't switch to another provider) but trying to get BT to do this has been an absolute farce. When we finally got a date just to have the line connected (and booked time off work to do this) they then changed the date to a later date. This means we have to rearrange with work and also means we'll be without internet for a month which we're still paying for! We will not be renewing our contract with BT and I'd advise anyone considering BT to think again.
- Location
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- Location
- London W2
- Reviewing
- BT
- Date
- 2016-12-14
- Comments
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Be AWARE !! After placing an order and have to wait for over 8 weeks before I got my parcel " because apparently got lost in the post.." Same problem happen to my neighbour.. Once we received it I had to wait over 2 weeks because of a problem on "the area", each time the engineer visited the flat I were told that the services would work soon.. nothing happen, next day called again and were told that a senior engineer would have to come to check the issue again, this happen 5 times, customer services have not a clue and miscommunication between wether the callcentre is located and the UK are none !!
Stay Away !!
- Location
-
- Location
- Conwy
- Reviewing
- BT
- Date
- 2017-05-02
- Comments
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Poor in all areas.
BT don't make it easy to get support - all well and good having internet help but when the internet is at fault it's pointless. A telephone appointment made for 6pm saw me rush home to be here - none came and eventually I gave up waiting and at 7. 20 pm I went outside to do some jobs . They called at 7.30 pm and didn't try again and didn't leave a message. I missed them by 3 minutes. Not impressed.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2017-05-25
- Comments
-
Quite frankly - a very poor overall service with support staff unable to answer the most basic of questions. Fault response - expect 24hour delays even when dealing with business accounts. It's honestly disgraceful how BT can monopolise the internet hardline service with no real comeback on poor service.
- Location
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- Location
- kilmarnock
- Reviewing
- BT
- Date
- 2017-11-28
- Comments
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i have just recently joined bt the internet was ok for a while but i havent had the internet for 8 days now and i have sat in my house for 3 days waiting on an engineer coming out to sort it customer services booked my 3 appointments for 8 to 1 slots and not one engineer came and everytime i call them its the same **** all the time this is the a horrible company
- Location
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- Location
- Noble
- Reviewing
- BT
- Date
- 2009-12-15
- Comments
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Much too slow broadband speed. Customer service (if you can contact anybody) practically non-existent. Utterly hopeless. I am thinking of changing. I am paying BT for 8 Mb and getting an average download speed of 1.87 Mb and an average upload speed of 0.32 Mb. This is absolutely pathetic.
- Location
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- Location
- Kingston upon thames
- Reviewing
- BT
- Date
- 2019-04-09
- Comments
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Internet kepts cutting around 30-40 times in a day, as a gamer you can’t rely on it to play a single game without worrying about it being cut mid-session. Tried calling them about it and they said they cut it and also slowed my internet down because of “excessive usage” (downloading files, in my case it was a single ps4 game mandatory UPDATE from the legal market where every player has to update their game) on a contract that says “unlimited internet”. All i have done is watch YouTube video and amazon prime.
- Location
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- Location
- Lisburn
- Reviewing
- BT
- Date
- 2016-12-12
- Comments
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Switched to BT phone connected 30 Nov. Still no sign of broadband 12 days later. Only spent 6 hours on the phone to their customer services over at least 12 calls, only problem they're still not providing me with a customer service. Still no sign of when or even if they can install broadband. Efficient.... Don't think they even deserve 1 star rating as I don't have a service to rate. When off when will it happen....
- Location
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- Location
- England
- Reviewing
- BT
- Date
- 2023-08-03
- Comments
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BT customer service very very very bad people very rude
I will never go back to bt
- Location
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- Location
- Neasden
- Reviewing
- BT
- Date
- 2023-10-12
- Comments
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Worst service ever. Avoid
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2018-03-14
- Comments
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BT Infinity is a waste of time, energy and money. They are incapable of delivering on their own contract terms. Dismissive, rude and obnoxious customer service when trying to complain and escalate unresolved issues. Stay well away if you actually want any kind of decent service.
- Location
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- Location
- Newcastle
- Reviewing
- BT
- Date
- 2015-06-18
- Comments
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Quite frankly useless in every way, shocking customer service, shocking reliability, even leaving these clowns is fraught with hassle. Probably the worst broadband provider in the universe
- Location
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- Location
- Stroud
- Reviewing
- BT
- Date
- 2016-03-05
- Comments
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BT is literally the worst broadband company in the world, I would even give it 1 star for all categories. We've been having gigantic problems with our broadband for the past 2 months. We've tried to contact BT multiple times for help and solutions, but all we get is some person telling us they are going to "monitor" our connection for a few weeks. I don't want that, I want a reliable internet service that can give me more than 0.25mbps 90% of the time. I do not recommend BT to anyone who is buying broadband. Worst. Company. Ever.
- Location
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- Location
- Romford
- Reviewing
- BT
- Date
- 2020-06-19
- Comments
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The internet seems to work when it wants to work. Recently i was having too many sessions where internet just stops working, especially annoying when i wanna play games with boys and the internet just disappears.
Disappointing because there is literally nothing to do during the lockdown.
- Location
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- Location
- Solihull
- Reviewing
- BT
- Date
- 2017-08-03
- Comments
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We were stuck with BT for months. We tried to cancel after the broadband was so slow it was literally unusable, but their customer service was so bad it took many hours and phone calls before they actually did it. At first they just tried to tell us it was impossible
- Location
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- Location
- Uk
- Reviewing
- BT
- Date
- 2017-12-06
- Comments
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Rubbish company, alot of hidden charges and when you asked them about all the charges and fees they will deny it and refused to give your money back. Dont trust this conpany! 00000000 star! Wont recommend it at all!
- Location
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- Location
- chorleywood
- Reviewing
- BT
- Date
- 2009-12-17
- Comments
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we 're supposed to get 20mb but are getting less than 1/2 a mb
- Location
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- Location
- East Sussex
- Reviewing
- BT
- Date
- 2021-08-11
- Comments
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Its hard to rate a company that offers such a blend of incompetence and dishonesty. If they tell you a thing will be delivered on a date it wont be, when they assure you they are sorry they are not. They are so useless its to the point when you think it would be less effort to be do the job right
- Location
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- Location
- Reading
- Reviewing
- BT
- Date
- 2016-12-07
- Comments
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This is now the 5th time. Yes, the 5th TIME that we're trying to get internet home with BT and ONCE AGAIN IT FAILED.
I have spent a total of upward of 10 hours on the phone with BT. This is scandalous. The incompetence is beyond anything I've EVER seen and I've lived in many countries.
I'm going to start a class action. BT is making money from these customer service phone calls and I believe there is a real slyness behind this incompetence. Reading comments online, I am not the only one to be so disappointed and I believe there is a real chance for a class action to stick.
They've lot more than 10 hours of my time and at 20p/min, they're making tons of money from our phone calls.
Using the median.
At a cost of 20p/min, that's GBP 120 + time I've spent if we use the median income hourly rate (GBP 12.5/hour), that an additional GBP 125.
TOTAL = GBP 245
I really hope we can start a class action. And BT better understand the consequences. They will be serious: in terms of brand image as well as financially once a class action starts.
Do not proceed with them whatever you're thinking. They will waste your time - unless you're very lucky which has not been my experience (I'm not the only one apparently).
Christopher
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2020-03-14
- Comments
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Bt is a joke, not funny.
Very bad internet company.. they take more than two weeks to send an engineer to install the broadband, then he doesn’t show up and they give you another two weeks to wait.. Awful customers service, they don’t know how to deal with problems and people. I wouldn’t suggest it to anyone. I’m using it only because if I don’t I have to pay a year contract anyway, but it’s taking almost half a year to get my broadband working so... choose something else, anything.
- Location
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- Location
- Gloucester
- Reviewing
- BT
- Date
- 2023-08-03
- Comments
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Not possible to give negative stars or I would. Switched to fibre broadband with them, however we were not told that the package included digital voice telephone service, so that was a suprise when the router came. Then, they were unable to connect on the day they said the would and kept saying there was no problem. Eventually they said they would send an engineer but if the fault was with our equipment we would have to pay an extortionate fee and hourly charge. We were confident it was not a fault with us as the previous supply worked without fault, but they made us feel very worried we would end up with a massive bill. Eventually an engineer came out and got us connected two and a half days late, and the fault was with them their end. We raised a complaint but we were told there would be no compensation or any reduction in the first bill as a guesture of good will. They then tried to close the complaint saying it had been resolved..... BT is an utter disgrace.
- Location
-
- Location
- Doncaster
- Reviewing
- BT
- Date
- 2020-07-15
- Comments
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I may as well put my monthly bill money and burn it. BT are worthless is almost everything they do and offer. From day one it has been slow and broken without any response. Small print prevents me from taking action and with a completely unusable service I am stuck paying for something that’s terrible. You should be ashamed BT but I’m sure you already know this!
- Location
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- Location
- Slough
- Reviewing
- BT
- Date
- 2017-04-26
- Comments
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BT have gotta be thr biggest shamballs out there. No internet for the past 3ina 1/2 weeks. Ring one person they slam you with one story. Ring another and somehow theres another yet completely different story.
BT is rubbish. Absolutely rubbish! You dont get anything they give you with their package. My hub has been flashing orange all day. If there was a way of shutting the company down and getting to declare admistriation i would so help out. Biggest scam of the century. I have no shame in writing what i am writing. I would not recommend them to anyone. As far as the fibre optic goes. There aint any. Its all a scam. All they want is the money from the customers. Thats all. Absolute disgrace.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2010-05-13
- Comments
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In 12 months with BT I only got speed of 0.8 mbps. I was supposed to be able to get 3-5 megs but only got that speed when I complained, even then it lasted only a day or two before going slow again. They lied constantly, never gave anywhere near a good service and deliberately slowed the speed down to 0.13 mbps when they found out I was switching to someone else. Absolute rubbish service, product. They seem to be more concerned with advertising their products rather than providing a good, reliable service.
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2012-10-25
- Comments
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So disappointed with BT. Decided to change suppliers and go with BT, with reassurances from BT that Infinity would work well. Engineer turned up, very grumpy and rude because he had to change junction box. Couldn't set up, said he was going to the main box to reset everything, never returned. Turned up the next day did the same and disappeared - still no broadband. Rany customer services, job marked as complete by engineer! All customer services could do was give me BB fault number - why am I paying over £25 a month for such appalling service?!
- Location
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- Location
- Bridgend
- Reviewing
- BT
- Date
- 2018-08-20
- Comments
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BT Broadband- The Worst Customer service I’ve ever Experienced. I signed up for BT TV and broadband having recently moved house. The installation was meant to be free but they charged me £59. Called to complain and was told the refund would be in my account within 24 hours. One week later had to call again as still no refund. Finally got that money back a few days later.
On the day the installation was due to happen I didn’t receive any communication so checked online and it showed the engineer was confirmed. Just to be sure I used instant chat and was told the same thing. The time slot came and went and the engineer never showed. Called to complain and was told they didn’t know if I needed a new line so rather than check or ask they just cancelled the appointment I had waited 6 weeks for.
Decided 3 complaint calls was enough before even getting the service so decided to cancel the contract. It then took a further 4 x 30min+ calls over 3 days for them to actually cancel. Two weeks on I still haven’t received my refund for the engineer cost and have been charged a bill for a service I never received. Another two hours on the phone and many promises made and I’m still waiting for a refund.
I’m sure the service is great if you ever get it but if you have a problem forget about it because no-one there seems to be able to help. They are very apologetic and all promise to help but they all blame the processes or the systems and there doesn’t seem to be any joined up thinking between departments.
- Location
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- Location
- Lichfield
- Reviewing
- BT
- Date
- 2018-08-29
- Comments
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Terrible, the so called 'off shore' Team should be abandoned and technical support brought back to this Country, they are blatant liars and completely incompetent, say they will call back and never do, falsify their tickets with lies, disgusting.
- Location
-
- Location
- brentwood
- Reviewing
- BT
- Date
- 2014-12-02
- Comments
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I've used more swear words since using BT moving house service, than ever before.
Just when you think they can't get any worse they suprise you.
They are very good at charging you for services you didn't have, or didn't want, then charge you again for cancelling them.
- Location
-
- Location
- Thetford
- Reviewing
- BT
- Date
- 2020-03-14
- Comments
-
If I could rate 0 stars I would.
This is the first time I've EVER wrote a review about internet providers..
BT is horrible from the service itself, to the support "they offer."
*AT LEAST* twice a night, my router will turn off/disconnect broadband randomly during movies, games, etc.
There are no reports of outage or weather problems. Just an awesome added benefit you purchase along with your package.
Aside from when the actual service deciding to work on it's own will, you will not get what you pay for. Speeds are fairly reduced from the actual amount (and package you believed to have had) to pay.
To sum up this review, save your time. Save your money. Save your countless frustrations. Find a different more reliable service before you're stuck like me!
- Location
-
- Location
- Weston super mare
- Reviewing
- BT
- Date
- 2019-05-10
- Comments
-
In Weston super mare, near town centre, 300 meters from exchange and they could only provide 17mb download and 0.70 upload.
I have to connect to 4g if i want to attach a picture to an email.
I might as well send a pigeon with it, just stick to 4g or get broadband from any other company...even if they use BT infrastructure they can provide better speeds.
Just unbelievable how they can be called ISP, i'm waiting for the day I can cancel without a fee more then I am waiting for my bank loan to end.
- Location
-
- Location
- Canvey Island
- Reviewing
- BT
- Date
- 2019-10-19
- Comments
-
I was approached by BT to sign up for another 18 months and that would involve me going on to BT plus. At the time my line throughput was 41Mbits/s. This speed remained constant for a couple of months and the it started to drop and eventually went down to 10 Mb/s. I rang BT and unfortunately had to speak to their Indian help desk. I had to remove all connections from my router and went through all the tests until the last test where I had to hang up. No call back on reply. I rang them again, a different agent. He insisted I go through the testing sequence again. Again I was told to hang up. Nothing again. At this point I gave up. A friend of mine who works for Openreach measured my line and said there was a high resistance fault probably on the pole outside. I rang BT and fortunately got a British operative who logged it as a fault and three days later an engineer came round and fixed the fault. All well and good I hear you say. No. The throughput speed came up to 25Mb/s. I had somebody ring me to see if I was satisfied. I said no. They decided to send me a new router. I installed this and this one had a software field that actually measured the line speed. It said it was running at 30Mb/s however testing with their own software and Ookla line speed tests it has now dropped to 20Mb/s. The router says it is running at 30Mb/s so what am I to conclude from this? It would appear to me that their network manage to system is throttling my line down to 20Mb/s. As a result of this and poor customer service I shall be voting with my feet at the end of the contract
- 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.