3,590 Customer Reviews over 90 pages
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- Location
- Wirral
- Reviewing
- BT
- Date
- 2014-12-16
- Comments
-
Dreadful dreadful dreadful. Cut off twice by an indian call centre. Zero support. After moving home and day after supposed installation we still have no internet. Come back sky all is forgiven. Bt are absolute shockers
- Location
-
- Location
- Wirral
- Reviewing
- BT
- Date
- 2022-12-29
- Location
-
- Location
- wirral
- Reviewing
- BT
- Date
- 2024-03-23
- Comments
-
Worst customer service i've experienced in a long time. Even since we left them they keep messing things up, requiring we send out kit back and sending the return back to the wrong address. Much more expensive than the competition too, especially once your initial contract ends.
- Location
-
- Location
- Wirral Merseyside
- Reviewing
- BT
- Date
- 2022-05-23
- Comments
-
Absolutely disgraceful company. Tied into contract with this useless junk atm can't wait to change
- Location
-
- Location
- Wisbech
- Reviewing
- BT
- Date
- 2016-02-19
- Location
-
- Location
- Wisbech
- Reviewing
- BT
- Date
- 2011-05-14
- Comments
-
Lucky if I get 50kbps - I had better reliability with dial up!!
- Location
-
- Location
- Witham
- Reviewing
- BT
- Date
- 2018-09-20
- Comments
-
I moved into a brand new development mid July and received confirmation that I could place an order for broadband on the 31st July. I called as soon as I had the confirmation to place the order the same day. I was assured that once the hub had arrived, I needed to follow the instructions and that I should have a full working service by 3rd August. The 3rd August comes around and the hub had a steady amber light which indicates an Internet problem. I followed the troubleshooting instructions which sent a signal to BT telling them there was an issue. I received a text message the next day 4th August telling me they needed to book an engineer to attend the property and the earliest time they could do this was the 15th August. Due to the nature of my job, I am unable to take time off for scenarios like these and therefore my mother attended the property for me. The gentlemen told my mother that he couldn’t fix the problem and gave us a code which I had to relay to the BT complaints team. It turns out that Openreach had wired up the lines externally incorrectly and another engineer needed to attend to fix the lines. The earliest they could do it was exactly a week later. Wednesday comes around, the day the engineer is coming to repair the lines and the day I was promised for the 3rd time that I’d have a working connection . I receive a telephone call to say unfortunately they were unable to carry out the works and they can’t give me an indication of when it will be fixed. During this period, I’d racked up a large mobile phone bill due to data upgrades that I really needed as I was exchanging emails from the site team of the development regarding to snagging lists and meetings as well as trying to set up the other utility bills in the house. I expressed to BT that I’d had to add on this extra data due to the circumstances I have noted above. A gentlemen told me not to worry and that I would be refunded and all I needed to do was send them a copy of my mobile phone invoice. I called the day before the engineer was supposed to arrive the first time just to double check the times and also to reconfirm what was said to me regarding the data refund. The women had no idea what I was talking about and said that BT do not under any circumstances offer this kind of compensation. She opened a complaint and told me that they would look back through the pre-recorded telephone conversation and would get someone from the complaints team to call me back with a resolution to this problem. This did not happen. I was not actually offered any kind of compensation until the phone call I received from the young lad who had to tell me the engineers couldn’t fix the telephone lines. Even then, all I was offered was £50.00 credit on our account which didn’t even cover the cost of the data upgrades anyway. Any how, I get home the night of the telephone line scenario and the broadband was working. I sat there confused as to why they phoned me to tell me that the service wasn’t fixed and wouldn’t be for some time.. I tried to call to let them know the service was fixed but I never managed to get through to anybody. I had a holiday booked for the 27th August which they was aware of. Whilst I was away, I was inundated with emails telling me I still had no broadband and they didn’t know when it would be fixed. I decided to ignore these numerous messages as I was on my holiday. When I returned the broadband was working so I made another 2 phone calls and an email to tell them the service is working. A week later at 7:30am I received a phone call from an engineer who was outside my property telling me he was here to install my broadband. I had absolutely no knowledge that any visit was booked to install any broadband? I’d called them a week earlier and told them it was working.. I had to turn the engineer away and filed another complaint for the lack of communication. I come home today and the broadband hub is a steady amber light meaning there’s a problem with the connection. Just when I finally thought that the situation had been put to bed, the monster comes out the closet and here we are again waiting for an engineer to come to my property and tell me they can’t fix it again and they don’t know when it will be fixed. Here’s to another racked up phone bill which I will have to pay and a sky cinema package which is totally useless. Here’s to more emails between myself and BT and more broken promises. If I had the choice to take my service elsewhere, I would but unfortunately due to the type of internet that I can have in my property due to an arrangement between BT and the building company, I have no choice but to hand money over to company that cannot even provide a service. Nothing but stress and aggravation since the day I placed the order. Gutting.
- Location
-
- Location
- witherspoon
- Reviewing
- BT
- Date
- 2022-10-08
- Comments
-
the internet does not work, it is slow, always disconnects.
Do not waste your money
- Location
-
- Location
- woking
- Reviewing
- BT
- Date
- 2015-08-11
- Comments
-
BT are a terrible service provider.
SLOW SPEEDS, CONSTANT DROPS, TERRIBLE CUSTOMER SUPPORT.
They LIE.
They don't fix your problem.
They lie about sending engineers.
They are a joke and a disgrace.
THEY ARE A JOKE
- Location
-
- Location
- Woking
- Reviewing
- BT
- Date
- 2015-09-07
- Comments
-
Two no shows of a technician after taking days off work. I was then told a technician would arrive at 1700 tonight so I could go to work, lies. I received a call at 1330 to say a technician was at my house. I then had to look like a liar at work and rush off as I was terrified that I would be put back to the back of the pile for another fictitious appointment. All installed now to find the Woking areas broadband has been down for days. What a way to treat new business. Lies and arrogance.
- Location
-
- Location
- Woking
- Reviewing
- BT
- Date
- 2021-06-30
- Comments
-
Absolutely terrible and criminal customer care! At least Dick Turpin wore a mask! Arranged a house move, internet should have been on since 17 Jun 21 but instead they switched it off! Numerous phone calls being passed from department to department where staff lie on the phone, fob you off and even huff when calling them as I must have disturbed them doing nothing whilst working from home. Now three weeks since they should have switched on my broadband they continue to aviod explaining the issue saying "it's a supplier issue" and telling me I am stuck in a contract with them when they have failed to even start the service. If an individual done this, they would be a fraudster, so BT, you are a company of fraudsters. Customers beware, AVIOD BT WITH A BARGEPOLE. You will not acknowledge any of my calls for three weeks now maybe some honest reviews may force you to review your customer care policies!
- Location
-
- Location
- Woking
- Reviewing
- BT
- Date
- 2016-02-17
- Comments
-
I've been with BT for 23 years for phone and took out BT broadband in 2013 when it came with "free" BT Sport. Last year they started charging me £5 a month for this "free' service. I tried to cancel it on their website only to go round in many loops and circles before finding out that its not possible and you have to call them - shoddy tactics.
I called to cancel it. Was told I'd have to pay next month's charge anyway as it's 30 days notice. Waited 15 minutes on hold to speak with a supervisor only to be told that they'd call me back. They did - would not budge (I later found out t that Ofcom had told BT to refund customers who asked for this which they had been doing).
He got a sales person to call me to give me a better deal to make up for it. I was offered £10.85 instead of £18 for broadband. I said no on the basis that they are offering the same to new customers for £5 pm. Pretty insulting offer really and they clearly don't care about customer retention.
- Location
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- Location
- wokingham
- Reviewing
- BT
- Date
- 2016-01-22
- Comments
-
price different than promised, impossible to talk with customer service, engineer missed appointment to fix broadband fault. Horrible experience
- Location
-
- Location
- Wokingham
- Reviewing
- BT
- Date
- 2018-04-30
- Comments
-
Rubbish services, it wasn’t like this before 4-5 months (at least broadband speed was good), suddenly their broadband service is degraded; customer service of complaint & technical teams - I had worst experiences from them. They just interested in closing open tickets, the funny part is - their website test always show your connection is stable, (just imagine when your connection is dropped you will not be able to perform test so you can’t test and when you are on, you will test and it always show stable connection!!!) i am having broadband connection dropping issues from last few months and they are not able to fix it after so many complaints (i have many complaints raised!!!), official complaint also doesn’t make any difference to them, recently i have called them to cancel service and told them i am moving to another service provider, the person whom i was talking was only interested in telling me how other service provider is not good rather than listening me what problems i am having and how to resolve it, the reason i think they are not losing anything so they don’t care about customer. And if this is the attitude they have I rather take 2nd grade broadband services from other service provider that listens and care about customers rather than arrogant provider like BT, and I am sure there will be many-many customers who will think this way and one day BT will feel impact.
- Location
-
- Location
- Wokingham
- Reviewing
- BT
- Date
- 2018-08-19
- Comments
-
Our whole experience with BT has been terrible 6 weeks to get connected, countless calls to customer service, been on hold for countless minutes 55 minutes one day!! Miss informed, cut off, passed to 5 different departments. Finally up and running, we have fibre but it drops off. TV package is a joke wish we had stayed with sky
- Location
-
- Location
- Wolverhampton
- Reviewing
- BT
- Date
- 2022-06-10
- Comments
-
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
-
- Location
- Wolverhampton
- Reviewing
- BT
- Date
- 2018-12-09
- Comments
-
Absolutely disgusting customer servive my service shouldv been activated on 19th november 2018 its now the 11th december 2018 and its still not on iv complained numerous times no responce my case is at level 3 complained case but aint seen no change and the lack of communication is disgusting iv requested my order to be cancelled still not done iv requested that 4 or 5 times if your thinking of joining think twice
- Location
-
- Location
- Wolverhampton
- Reviewing
- BT
- Date
- 2016-01-11
- Location
-
- Location
- wolverhampton
- Reviewing
- BT
- Date
- 2015-05-24
- Comments
-
Don't even try to switch or sign up for BT... They robbed you... Internet is crap and TV is worst than crap.. You might get 3 channels for 70£... If you want 50 channels than you have to pay at least 500£ a month.... Best think is when you try to cancel contract with BT... Haha I leave that for you people to experience that ...
- Location
-
- Location
- wolverhampton
- Reviewing
- BT
- Date
- 2015-07-31
- Comments
-
Really bad service, should be called, Bollywood Telecom, the people you get through to have not got a clue, spent four hours on the phone so far, two hours in chat rooms, got nowhere, they can not even sort out my board band upgrade, over charged for service that was supposed to be free, can I get refund no, they take your money and you try getting it back, the actual line service works well, just a shame no one knows how to sell an upgrade, and sort out over charging,
- Location
-
- Location
- Wooburn Green
- Reviewing
- BT
- Date
- 2020-07-10
- Comments
-
Really poor customer service. Considering that they are a communications company you would expect a certain level of competence, but they don't seem to be able to communicate with themselves, let alone with their customers. To save you a world of headaches, please steer well clear of this company!
- Location
-
- Location
- Woodborough Nottinghamshire
- Reviewing
- BT
- Date
- 2009-12-22
- Comments
-
Have had an issue about speed with BT since I switched to them.People next to me on same company are getting between 2.00 and 3.00MB I was getting 0.9 at good times. Have complained to BT who sent an engineer out to test the line and said nothing wrong with your house wiring system and nothing wrong with the line to the house, I asked about the other peoples speed he said just one of those things. When he left my speed has now gone to 1.6 now strange that it has but still not good enough as the engineer said I should be getting three.
- Location
-
- Location
- Woodborough Notts
- Reviewing
- BT
- Date
- 2009-12-07
- Comments
-
BT claims 8mb but I have never had more than 0.9mb even though they claim I should get 1.5 on my phone line I have tested it on quiet times so there are no excuses about too many people using Broadband in this area.. When I put in the post code they claim 4mb. Come on BT you should be able to do better thasn this
- Location
-
- Location
- Woodbridge
- Reviewing
- BT
- Date
- 2014-09-05
- Comments
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BT needs to be either investigated by PANORAMA or DISPATCHES on a monthly basis, I have forwarded all our complaint to watchdog (BBC)... promised a package and start date, which once we moved turned out to be a joke, spent an hour on the phone with a woman who found English hard who promised to ring back and who of course did not, further calls and the date got even later leaving school children who need the internet due to illness at home with no internet and our business at risk DUE NOT USE BT
- Location
-
- Location
- Woodham mortimer
- Reviewing
- BT
- Date
- 2016-10-21
- Comments
-
Speeds 0.2 , intermittent service, problem since July still not resolved. Very dissatisfied
- Location
-
- Location
- woodmancote cheltenham
- Reviewing
- BT
- Date
- 2016-09-04
- Comments
-
Impossible to watch catchup TV most days. Ethernet connection.
Often disconnects from internet.
Really disappointing service
- Location
-
- Location
- Woodside Perthshire
- Reviewing
- BT
- Date
- 2016-04-04
- Comments
-
Used to be excellent now really dire
- Location
-
- Location
- Wootton Bassett
- Reviewing
- BT
- Date
- 2018-03-23
- Comments
-
I have just had to cancel a new package with another provider because BT made it too uncomfortable for me to cancel my existing one which has been giving me ongoing problems. Basically the people i spoke to found it neccesary to CROSS EXAMINE me about why i am cancelling and asked questions about my new package with no regard to how this made me feel resulting in me having an ANXIETY ATTACK. For now i am stuck with BT as my broadband provider until i at least have taken advice on how to deal with this upset in a stress free way
- Location
-
- Location
- worcester
- Reviewing
- BT
- Date
- 2016-07-26
- Comments
-
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
-
- Location
- worcester
- Reviewing
- BT
- Date
- 2013-02-09
- Comments
-
good overall but call centres in india a no no can not understand the plus very patronising
- Location
-
- Location
- Worcester
- Reviewing
- BT
- Date
- 2016-02-03
- Comments
-
It's the worst broadband ever I'm apauled by the services. They charged us twice on the 2nd month and tryed to pretend that it wasn't them also the internets is always going on and off u are lucky if u get signal.
- Location
-
- Location
- Worcester
- Reviewing
- BT
- Date
- 2018-03-25
- Comments
-
Never had any problems with our BT broadband. Reliable, very quick and unlimited downloads. Cost was a bit higher than elsewhere but worth it in my opinion.
- Location
-
- Location
- Worcester
- Reviewing
- BT
- Date
- 2015-07-01
- Comments
-
Absolute joke, rang several times to complain, had several test carried out and told all ok. Obviously myself and family completely in the wrong even though we were ones unable to continually connect to the internet. Had an argument with one representative who said we had never complained and there was no info on our records........really. Call this BT I'd say their their bucket of helfpfulness was MT.
- Location
-
- Location
- Worcester
- Reviewing
- BT
- Date
- 2014-09-28
- Location
-
- Location
- Worcester
- Reviewing
- BT
- Date
- 2016-08-11
- Comments
-
BT are to big, they don't appear to be interest in home support .
- Location
-
- Location
- Worcester
- Reviewing
- BT
- Date
- 2015-07-05
- Comments
-
Problem with infinity and have been on the phone for ever and they have still not answered the phone!
- Location
-
- Location
- WORCESTER
- Reviewing
- BT
- Date
- 2016-03-21
- Comments
-
I placed an order as a new customer with BT for TV, Broadband and Telephone services back in February all I can say is that I'm not yet a customer and I've already experienced what can only be described as complete and utter incompetence from BT.
I phoned today to enquire as to why I had not received any communication with regards to my order, only to be told that there was a problem with my existing phone line which was being seized by my current provider. This meant an engineer that was due to call on at the end of the month wouldn't now call while my services with my current provider are due to cease next week. And yet no-one from BT contacted me to advise of this. I was then tersely told by the BT advisor to contact my current provider to inform them that I won't be moving to BT so ensure my line will be released. And yet I already informed my current provider over a month ago that I was ceasing with their services, would be having my direct debit cancelled after the 28th and have also had my last payment with them adjust accordingly to reflect the termination of my contract with them. And yet BT are asking me to contact them to restore my line because of BT's incompetence.
And worse is that I had a conversation with BT 2 weeks ago to inform them that my current provider wouldn't release the line (which meant I couldn't keep my telephone number) but I was told by the rather cocky advisor that everything would be fine (inc being issued with a new number) and that my order would go through and that my BT services would commence at the end of this month. It was also during this conversation that I was informed that my previous order with BT, placed online, would be cancelled and replaced by a new order which result in further savings for me compared to my previous online order.
So, I'm not even a customer and I'm already experiencing problems with BT which doesn't bode well for the future. I should have heeded the warnings from some of my friends who said BT were a nightmare to deal with.
All I can say is DO NOT move to BT. They are frankly useless!
- Location
-
- Location
- Worcester B975XJ
- Reviewing
- BT
- Date
- 2016-10-26
- Comments
-
I took 2 years feature line contract, but operator put 5 years. after 2 years when I wanted to cancel i was told I am in 5 year contract. so I made them to listen to the conversation and they accepted that Indeed I agreed with a two year contract therefore there will not be any cancellation charges after September 9. Now they sent me a bill of £507 for early termination. so far I spent 3 Hours on the phone with 0845 number with no resolution. BT is a CRAP company DO NOT USE THEM even if you are desperate. My Advise is read the fine prints, take your time, have a written proofs, print a copy and save it.
- Location
-
- Location
- Worcester, UK
- Reviewing
- BT
- Date
- 2014-12-13
- Comments
-
BT fitted a new line for free which seemed excellent. Speeds were 28MB with a low ping.
Fast forward 3 months, my sync is suddenly locked to exactly 20000Kb, ping is terrible (35 when previously 8 to UK servers).
I try over and over to speak to BT, being told someone will contact me and that they are chasing the fault. After weeks of chasing them they finally get back to me and say there's no fault and everything is fine.
Apparently is sudden 8Mb drop on my connection (30% of my total speed!) is normal and is possibly down to, and I quote "more people connecting now".
My old connection had a slightly better ping and would sync at 25Mb. I've moved to BT and EVERYTHING IS WORSE.
I couldn't recommend against them enough.
- Location
-
- Location
- Worcestershire
- Reviewing
- BT
- Date
- 2020-12-04
- Comments
-
Never again. So bad that I raised and held an Ombusdman complaint against 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.