3,590 Customer Reviews over 90 pages
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- Location
- Ballymena
- Reviewing
- BT
- Date
- 2016-09-26
- Comments
-
Appalling, I wished I had never sighned up to them , since august1st I've had 2 ghost engineers appeared and 2 line rental engineers appeared to fix a broadband problem . I have wasted around 70joits of my life on hold or in a quie . they are totally useless as a provider . You never get put through to the right department, and even complaints advisers could not give a damn . My next step is to cancel my subscription and wait for them to phone me . They might just talk to me then when they don't get my money .. I cannot stress enough that it's the most frustrating company I've ever felt with .
- Location
-
- Location
- Reviewing
- BT
- Date
- 2015-06-14
- Comments
-
Sick to the back teeth of BT and their NOT Super Fast Infinity and NOT reliable, after 5 months of trying to get this resolved I have lost the will to live. New Ofcom rule, I believe, means I can opt out without penalty
- Location
-
- Location
- Sidlesham
- Reviewing
- BT
- Date
- 2011-04-06
- Comments
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Using the same equipment (Line,Computers & wiring ) as previous provider ( Plusnet ) but BTs' wireless Hub 3 - used wired Cat5 - my overall speed and 'reliability' and lack of tech support went from Bad to Appalling.
New Delhi Call Centre is the best thing about BTs' "service" !
Another "Non Customer Facing" outfit where THEY contact YOU, but YOU cannot contact THEM without devoting hours and hours to phone calls - email contact not allowed !!
I have a 25% DOWNTIME record so far - and counting.....
THEY (BT) are VERY GOOD at sending out BILLS - pity their service lacks value IMHO.
- Location
-
- Location
- Newcastle
- Reviewing
- BT
- Date
- 2017-02-24
- Comments
-
DO NOT SIGN UP TO BT!! THEY ARE THE WORST COMPANY WITH HORRENDOUS CUSTOMERS SERVICE!
Signed up everything in March 2016, they lost the order which all bank details were given so didn't start until June! Broadband was terrible! Constantly dropping out! Every call went to an Indian contact centre and lasted around 4 hours! Made a complaint which took 4 months to resolve and the resolution was they couldn't resolve the bad Internet but would continue to charge top price every month. Finally I heard from Sky that due to price rises in April I was allowed to leave early. I rang and cancelled in a shot and went back with Skype who I was with 15 years, had fantastic service but BT claimed to have faster Internet.
- Location
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- Location
- Southern England
- Reviewing
- BT
- Date
- 2014-06-03
- Comments
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We've been with BT phone and broadband for two years. Our package is 10GB broadband and anytime calls. Most of the time, everything has worked fine. Our contract is soon due for renewal, so we've tried to haggle a new deal from BT. We're currently paying £33 a month. They could offer nothing better, even though we quoted what other providers could offer. Having read the dreadful reviews about other providers, we have no idea who to go with now. So many folk seem to have problems.
- Location
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- Location
- Chester
- Reviewing
- BT
- Date
- 2018-04-23
- Comments
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My experience is that BTs customer service is shocking in fact it is non existent. I have recently switched to them for fibre bb and they have not fulfilled their promises despite much time spent chasing. Judging by all the negative reviews on here, im not the only one that is disappointed with them but they seem to have a dont care attitude!
- Location
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- Location
- scotland
- Reviewing
- BT
- Date
- 2021-10-25
- Comments
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normally i leave a bad company at 1 star but this is completely abysmal. rating this 1 star would be generous considering what you actually get from BT. we get our first BT router a few years back, signed for a year or 2 since they promised good connection. nope! couldn't even connect to stuff as simple as video or online meeting. so we phoned them up and asked for an engineer and the engineer came. the engineer promised high speeds and set us up onto the "fastest connection possible". looking back on that, i almost fell out of my chair laughing with how false that was. nothing improved and they charged us anyways without any reason or explanation as to why nothing improved. naturally, we called again and got set up with new internet. this has been a bit better but not much. not to mention, there's zero point reaching out to the support team since they're as about as useful as a rock and will just keep you on an endless loop while being as passive-aggressive as humanly possible. horrible company.
- Location
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- Location
- County Durham
- Reviewing
- BT
- Date
- 2015-11-24
- Comments
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PLEASE BEWARE THE UNLIMITED "UP TO 17mbps" offer, either online or by phone. Very sharp practice indeed, fraudulent by omission maybe?
BT, it seems, are deliberately not telling us that to get anywhere near 17mbps (11mbps seemingly is now possible in our case) you more than likely need to "upgrade" to "faster unlimited" This is not offered by the sales staff or online!
I guess most are aware most BT departments have a pretty poor reputation for customer service and also for many of us rural customers, terrible broadband speeds and poor reliability is the norm - we get 2.5 to 3.5mbps and it the line drops regularly.
You wouldn't believe the conversation with the upgrade personnel who don't seem to think that the sales team should give us that information when ordering and nor is not present as an available upgrade on the MY BT website either. You need to dig very deep to discover anything about it (googling it is the best way) and even then there are no prices - you have to phone the self-righteous upgrade team.
Local investment has paid for fibre to our local cabinet, (copper to the property) but we must pay BT an extra £13.50 per month plus connection fee (on top of the £7.50pm 12 month offer we're on) to achieve any faster speed. Full fibre and much faster speeds, if I was available to us would only be £5.00 more according to the current deals at BT.
If BT had told me that it would cost substantially more to get a half decent speed when our cabinet was upgraded shortly after I ordered, I would have signed up with another supplier. It is currently possible to get the hybrid fibre/copper supply with a speed of 11mbps guaranteed for £10 per month.
The upgrade lady proudly proclaimed that BT are not the cheapest - at least we got some truth there!!
- Location
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- Location
- County Durham
- Reviewing
- BT
- Date
- 2016-01-27
- Comments
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My tale is too terrible to tell in detail. 2 lines in 2 locations, swindled out of the Sainsburys voucher at one and problem after problem after problem with the other. Terrible supply (cut off for 2 weeks over Xmas and New Year), line keeps dropping, swindled by misinformation twice, misled over 'faster' broadband, hours and hours and hours and hours spent talking to people with an unintelligible accent. They are beyond belief.
- Location
-
- Location
- SE London
- Reviewing
- BT
- Date
- 2018-09-14
- Comments
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I had the ‘20’mb connection. Equating to roughly 1-2mb at peak times and about 4mb at its very best. Can’t even watch a film at peak times with good quality picture.rendering it near enough useless in the evening.
Was told that unless I dip below 0.5mb download then that’s still acceptable. That’s 2.5% of what’s advertised. 2.5%!!!
Avoid at all costs. Had to pay £100 to leave my contract early.
- 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
-
- Location
- London
- Reviewing
- BT
- Date
- 2015-06-17
- Comments
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BT is the worst. I live in Canary wharf in London and yet it takes BT 6 days to bring internet back, which is absolutely unacceptable in year 2015
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-04-28
- Comments
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I switched from talk talk to BT 18 months ago as they had a good deal and we're offering 50£ worth of vouchers yet all that was not worth it ... speeds are same or worse than TT prices higher, customer service useless ... Oh and forgot to mention that no sign of that promised 50£ Voucher (said that I do not qualify as I requested it too late ... 6 month time limit and I filled the form on 3rd month so I was basically robbed) switching to plus net now. Cheers
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-12-05
- Comments
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I have moved house and BT couldn't any more the service i was paying for. I was advised that i can cancel the contract without any charges as it wasn't my fault that they can't provide the service any more but guess what. I have just found a charge of £304.87 for early termination!!!! NO BT AGAIN IN MY LIFE.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2018-04-25
- Comments
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Extremely poor customer service, ridiculously slow connection, seemingly impossible to speak with anyone that can resolve an issue.
For your own sanity, don't even consider BT.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-06-15
- Comments
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I have never experienced such poor customer service on all fronts. I have just raised a security issue and been told that to fix it I will have to use a chargeable service. I spent countless hours online and on the phone trying to fix the infinity connection problems and it was like getting blood out of a stone. I am counting down to the end of the contract with bt.
- Location
-
- Location
- Reviewing
- BT
- Date
- 2016-03-28
- Comments
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Random disconnects happen far too often, even if I'm metres away from the hub. It can't be relied on. It took too long to find someone in customer support that actually cared. I seriously don't recommend.
- 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
-
- Location
- Reviewing
- BT
- Date
- 2017-09-12
- Comments
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absolutely appalling broadband. go against their own terms and conditions. Stay away from BT. Horrendous and rude customer service. Will not let you out of contract when they guarantee at least 1mb and then your internet completely drops to 300kps ? Then when you ring they try to say it has to be to a wired device , when you tell them yes my laptop is connected to the box like you ask and yet they still try to give some stupid excuse. forget doing anything important even at 1am in the morning when noone else is on the internet and it is still a appalling. Wish i had stayed with sky wasnt the fastest broadband but was a lot more reliable and customer service is 5 star compared to bt.
- Location
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- Location
- High Wycombe
- Reviewing
- BT
- Date
- 2015-04-17
- Comments
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This is what i had to say to Bt myself - "So for the past 6 months, our internet service was terrible, we called your people about 50 times throughout this entire 6 months, and it had absolutely no effect on the performance of our internet and throughout time it has only gone worse. They've tried everything from resetting the hub to changing settings of the hub, to last resort of changing the entire hub, only to find out that its not the hub that's at fault its actually your service. It is not only wifi, it is the main line itself, as not only every single device in the house that uses wifi (even the new tablet i purchased the other day) but whatever connection that's coming from the mains it is terrible, because the stability is the worst i've had out of any internet service provider and i will definitely be switching to Sky or virgin after our contract runs out, i mean this is absolutely outrageous, the internet itself is not always at top speed, there are rare cases and times when the internet speed works at a speed that can't even be said to be satiable, the number of times the connection drops is probably more than the number of grain of sand there is at the beach; within this last 1 and a half years. I've absolutely had it with Bt. They've given me no compensation, when asked for help they were of no use and made no difference to the connection speed, only by chance there was one case out of the 50 times i've called them that the internet speed went up by 1m/b on the speed test and the guy went all happy, only later during that day the speed dropped by 5mb, and during most of the time the internet speed is the absolute worst, i mean i can't even load a simple youtube video, or in most cases the internet just stops working, i get the screen "no connection" on my browser, and this is not only my computer, like i said, there's about 4 of us in our family, each of us owns at least two devices and we all drop connection when this happens, now you may say that it may be due to the traffic in our own house, well here's another thing, even when they gave us a new hub the other day, this means that most of the devices weren't registered to it, i did a speed check and it was as awful as it was before, and there's no way i can stand this terrible internet. Like i said, its not even about the speed most of the time, its about how unstable it is, the internet connection just drops and some times it takes a solid 30-45 mins before it is back and i have to say this is absolutely not worth a single penny considering i'm paying 54 pound a month which is outrageous as i can easily get google fibre with that money and that can go to speed of up to 1gbps, i don't know if this is with every area or just my area or everywhere else in the country, but i know one thing, that Bt internet is the absolute worst i've ever had and i never plan to go back to it, one of the biggest mistakes of my life. "
- Location
-
- Location
- Glasgow
- Reviewing
- BT
- Date
- 2017-01-10
- Comments
-
Life isn't worth living while in a 12 month contract with BT.
- Location
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- Location
- Leeds
- Reviewing
- BT
- Date
- 2015-09-16
- Comments
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We went with BT because it was advertised so well, however they sent us the wrong cable to connect our internet with, then they charged us £130 to rectify the mistake that they made in the first place! We are absolutely appalled with the service and will do our best to tell anyone who will listen never to go to BT again
- Location
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- Location
- leominster
- Reviewing
- BT
- Date
- 2009-07-31
- Comments
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as usual with BT you give up complaining.would not advise anyone to go to BT for broadband.unless they like talking to call centres that dont understand you.and know less than you about broadband.you spend hours going through BT help.then get the same from someone in a call centre.half the time not understanding them.cant wait till my contract is up.
- Location
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- Location
- Dollar
- Reviewing
- BT
- Date
- 2017-09-12
- Comments
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Waited 2 weeks for an 'engineer' to come and set up my internet and tv. Was told that it was all in place the day before he came. When he came he was rude and the internet was not working so he just told me the instructions would be with it all and I would have to do it myself as the line was not working. He failed to feed back to BT that there was a problem. After spending all day on the phone to Indian call centres and having to go through the details time and again, I was told I would have to wait over a week for anyone to come out. I cancelled it all and went to Sky. BT then charged me for "providing broadband service" which I never used as I had no broadband! They said I would have to pay it as I didn't give them chance to come and fix it which was because I couldn't wait potentially weeks for them to come back. Their customer services is dreadful. Unhelpful and rude.
- Location
-
- Location
- Manchester
- Reviewing
- BT
- Date
- 2024-02-10
- Comments
-
is one of the worst internet service provider. Minimum speed agreed was 50 mbps but I was getting only 5-10 mbps, their engineer visited my place and agreed the issue of speed. After closing my account in Jan, Instead of giving me refund for the past one month they charge me for one more month (Feb) and forced me to pay exit fee as well. This is the worst customer service I’ve ever seen.
- Location
-
- Location
- Perthshire
- Reviewing
- BT
- Date
- 2016-02-03
- Comments
-
The service that you receive from BT customer service is an absolute disgrace, late in returning calls, phone the wrong number rude and unhelpful the list could go on. I have waited in 5 times for an engineer to look at our broadband never an apology couldn't careless. And as for the slow and patchy broadband useless. Would never recommend BT to anyone.
- Location
-
- Location
- Reviewing
- BT
- Date
- 2015-01-22
- Comments
-
Awful dreadful service. Never again. I've wasted a whole day waiting for a box that they decided to cancel. Not only that but I spent 53 minutes trying to ask what happened and I was out through to four different people all as clueless as the rest
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2018-08-11
- Comments
-
The most appalling customer service I have ever received. Few months ago I received an email offering me 2gb extra on my sim at no extra cost ,oif I sign up for 18 months contract. My mistake, I fell into this trap and signed up to this deal. I received an email from BT explaining that you will now receive extra 2GB but my bill would increase by £10 more. I spoke to several customer service people and complaint was open long time ago with no resolution. Early last month one of their agents advised me that I have two separate accounts with Bt one for mobile and one for land line and broadband if I merge these accounts my mobile data allowance will double up from 8 to 16 GB at no extra cost and he will also resolve billing issue for me. Again my mistake it’s been weeks neither my data has doubled up nor my billing has been resolved. My complaint was escalated to level 2 and I was told that they will sort it within 5 days. Yesterday on completion of 5 day deadline I spoke with BT and I have now been told that department is very busy and they don’t know how long this will take to settle. Furthermore since merging two accounts extra services which are offered by the BT eg parental control, web protection have been locked and I am unable to make any changes to their settings. I have reported this issue to broadband tech support team separately on multiple occasions but in spite of their promises no one has been able to resolve this issue either. It appears that departments are not talking to each other and they have a field team responsible to sort out some of the issues but other departments have no phone access to field team. I feel so frustrated and angry with such poor customer experience and don’t know where to go next. All customer service advisors speak in a very polite manner and apologise for the inconvenience multiple times but no actions are taken to resolve the complaint. No one is willing to take ownership and every time you ring your call ends up in a different office and every time I have to start telling them my issue from start. It is so depressing.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2019-10-05
- Comments
-
So, I've come home looking forward to watching Netflix after a long week, and my bt internet isn't working. I have tried the 'on off' method as you do and it doesn't work. I checked the status and apparently it's 'good' in my area. Been on the website and tried to test the landline number and the page goes to an error. It hasn't worked the whole day and when I try test the connection it goes straight to an error page. This is poor from a big company as they do not state any recommendations, fixes, or even acknowledgement of the issue. I hope it is fixed soon as I pay good money for the service.
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2020-03-12
- Comments
-
Shocking service, kept on hold for half an hour each time to then be told there’s a fault and your internet will be turned on no later than midnight tonight. Check the internet the next morning, still no internet and repeat this process every day for a week! And guess what, still no internet and still left on hold for half an hour when you call!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-05-20
- Comments
-
Indian office needs education in IT at least to support somehow for now they just sitting there and talking nonsense to people. Every month I have to book an engineer appointment because of connections drops. Worst thing they trying to cover it with Openreach when they are the ones who are useless. People if you have any other offer then BT choose it.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2020-06-25
- Comments
-
I've been with BT for 2 years and everything was Ok until I moved homes. Since then it's a constant and very frustrating 2-month struggle to get connected.
During these 2 months I've been connected through a mini-hub as a temporary solution and trying to get connected properly as the mini-hub connection is really poor.
During these 2 months I've been in contact with BT a countless amount of times, spoken to many of their staff members, spent every time an hour on hold while they were forwarding me to different departments and trying to figure out what's going on with my account.
The inconsistency of their work is really shocking. Each one of them says different things and names different problems but the job is still not done. During these 2 months I got a number of contradictory messages from a number of BT staff members: your broadband will be activated tomorrow just connect your router at midnight, your broadband is in place but the landline is not, we need to send our engineer, our engineers don't go to the households due to the lockdown, your engineer will arrive on Wednesday, our engineers don't go to the households, your engineer will arrive on Friday, your appointment is cancelled, your appointment is rescheduled, our engineers don't go to the household, your appointment is cancelled again, your engineer has arrived and sorted everything out, connect your router, the engineer hasn't been there nothing is sorted we will schedule another appointment, your appointment is cancelled, get in touch to schedule another one, your package is fine, you are not at any package, no, your package is fine...
Halfway through they forgot to add some allowance to my mini-hub and I had to spend one day with no Internet whatsoever. And it was my working day so my work was paralyzed for the whole day.
After 2 months an engineer from Openreach arrived sorted out the broadband and the landline and the Internet was working for the whole day.
Next day the connection disappeared and another BT team member said that somehow my broadband hasn't been added to the package so I need to wait another 5 (!) days before it gets activated. I have no idea how after 2 months since my move the broadband hasn't been added to my package.
So far my experience with BT was incredibly frustrating and I wouldn't recommend it to anyone.
- Location
-
- Location
- Fulham, London
- Reviewing
- BT
- Date
- 2018-04-20
- Comments
-
BT couldn't provide us with a stable and good quality wireless connection even though I am sitting and working on a computer 5m away from the BT box and there are no obstacles between us. If they told me immediately that they can guarantee ONLY CABLE connection I would have made my decision but instead they kept on connecting me from one call centre to the other and I kept on spending hours talking to, sometimes very kind but powerless advisors but sometimes to very manipulative and limiting advisors. In 6 MONTHS on the phone with BT I spent hours trying to make BT broadband work decently but in the end, it DIDN"T. In the end they offered me 30 pounds to, practically shut up or find another provider but they wouldn't let me out of the contract. They wanted me to pay up until the end of the contract. INCOMPETENT CROOKS!
- Location
-
- Location
- Reading
- Reviewing
- BT
- Date
- 2015-06-17
- Comments
-
Absolutely shocking, terrible customer service, terrible broadband speed, not reliable at all. We didn't have proper service for 6 months and bt is just not interested.
- Location
-
- Location
- Derby
- Reviewing
- BT
- Date
- 2016-05-16
- Comments
-
I was currently with EE broadband had no issues with them the broadband was just a bit slow. So I changed to BT broadband. Since changing I have had no internet because it won't connect I have spoken to customer services and they say I will have to pay £129 and wait 4 days for he problem to be fixed! I have already paid around £56 first installation fee and also £35 a month. I have yet been able to use the Internet or make any phone calls. Service is unacceptable. I spoke to one of the managers called abhij and he was useless, he had no intention of sorting the issue out fast and for free as BT have already had a lot of money out of me and I have no broadband or phone line. Angry is a understatement.
- Location
-
- Location
- Sutton
- Reviewing
- BT
- Date
- 2015-06-29
- Comments
-
Supper crab service, worst ever. We ordered the internet in last February, and got installation until April after many calls. When we moved house at the beginning of October, BT changed us 200 pounds for moving, and again took another one and half months for the reinstallation. Now we can not tolerate the slow speed, and wanted to cancel it, 100 pounds for penalty.
- Location
-
- Location
- Bicester
- Reviewing
- BT
- Date
- 2017-12-01
- Comments
-
Absolutely useless and hopeless support staff, seems like they don't know what they're doing...I regret
- Location
-
- Location
- Yorkshire
- Reviewing
- BT
- Date
- 2016-06-20
- Comments
-
What customer service? Six days to fix a line fault in this day and age? Typical of a large company...they just can't deliver good old fashioned customer service. What's more, they don't appear to care.
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2018-10-18
- Comments
-
Was tricked out of switching - BT agreed monthly to match an equal competitor - they reneged 4mths in..just counting 6 months left of contract so BT can be excluded from my future...
BT lost a good customer - they just don't know yet :-D
Well done loyalty team ;-)
- Location
-
- Location
- England
- Reviewing
- BT
- Date
- 2015-06-05
- Comments
-
i have to say i am disgusted with the service i received. i decided to change from Virgin back to BT and placed an order for a new BT package on the 12th of April. this package induced BT entertainment, BT sport a HD package and an extra box for my daughters room. the BT engineer came a week later and firstly only installed the main box. according to him there was no record of the extra box. furthermore i had none of the extra channels i ordered. i let this pass however because he explained to me that it could take 24 hours for the channels to come down. i have waited 6 days and i still do not have any extra channels i ordered. it isn't simple the fact that i don't have the channels but the way it has been handled is utterly appalling. i phoned BT and explained my situation and was told that my order had been cancelled, eventually i was told it was a technical error that had deleted my orders, so me begin me thought well cant you just get them back. but no i have been going round and round in circles for days now being passed from person to person, getting hung up on. i was told that i would have everything by the 3rd of June.... it is now the 5th and i still have nothing. i am sick and tired of constantly explaining myself to people i just want the channels that i will be paying for. furthermore the intensive to get BT was a £150 Sainsburys voucher which i fear i will not get.
- 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.