3,590 Customer Reviews over 90 pages
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- Location
- Worcestershire
- Reviewing
- BT
- Date
- 2016-07-12
- Comments
-
I don't usually leave reviews, but in this case I have to make an exception. BT have been appallingly awful. I ordered BT Infinity online on the 28th April, paid for a line rental saver and connection charge (£243.28) only for them to cancel the order 10 days later claiming I needed a new line (I don't). I was offered the same deal on the phone and they said they would waive the £130 charge for a new line (which they tell me at this point I need, but later tell me I don't) so reordered Infinity only for it to turn out to be considerably more expensive than they promised when the details came through, so I cancelled that in May. Since then I have had a bill for £34 taken from my account, and a final bill for £9- despite never having had telephone or internet from BT. I have made 8 phone calls to them- over 5 hours in total- and still have not had the 243.28 refunded nearly 3 months later, despite repeated promises to do so. BT you are awful, and I wouldn't even recommend your services to someone I didn't like. Beware.
- Location
-
- Location
- Worcestershire
- Reviewing
- BT
- Date
- 2018-07-09
- Comments
-
The broadband was ok, no problem. But their customer service is horrendous. My husband's name is on the account and, when he left, I took over paying the bill but they could not change the name on the account. It just seemed beyond them. Either I close it and reopen in my name, but there is no guarantee it's not gojng to be more expensive, so I left it as it is. I phoned twice to renew the existing contract, in order not to be charged more - was reassured it will be 36.99 for broadband/landline package for 18 months. That was in Feb 2018, and in May I was charged 45.99. No one told me about May date when I was renewing the contract, so I left. Each time they kept asking me if 'I'm authorised to speak for the account" and the blimming husband's name keeps popping up. I paid by DD all 8 years and this is how they treat their loyal customers.
- Location
-
- Location
- Worcestershire
- Reviewing
- BT
- Date
- 2016-10-25
- Comments
-
I can see that there are ALOT of bad reviews for BT broadband and I pity you folks, however mine is a good one!
Set up quick, efficient - after an initial hiccup with the engineer (I called the BT help desk and they sorted it quickly)everything went well.
I think a lot of the bad reviews on here are from heavy users with multi gadgets but if you are light user (occasional browsing, shopping, banking and the odd download) then I would recommend BT's ASDL broadband service. I have just finished my 12 month contract, called them up and asked what they could offer me - I now have unlimited weekend calls on the landline (which I didn't have before) as well as unlimited broadband usage which will come in handy. I use the internet on my laptop and mobile. I now pay 26.99 per month including line rental - with no delay in cross over. It is for 24 months though and If I cancel it for any reason before the 24 months is up I do have to pay for the remaining months that I am contracted to (hey ho).
Despite that, if you are similar user to me then I would recommend giving them a call to see what they can offer you.
Yes my internet is S L O W (get used to the buffer ring if you want to watch videos! but for my usage it is fine (2-3 Gb per month)
- Location
-
- Location
- Worcestershire
- Reviewing
- BT
- Date
- 2017-12-13
- Comments
-
God only help you if you ever have a problem with your internet service. When it's all running smooth I can't really complain, pretty standard internet. The problem with this abysmal company is the customer support.
What an absolutely agonising ordeal you have to go through with a bunch of un-trained monkeys. Yes, absolute monkeys reading out of a book.
About half a year ago I had exactly the same problem - my internet dropping off and spiking up and down aswell as my router restarting itself. Last time I had to go through the cycle of Indians (people i sincerely CANNOT understand) and wait three weeks for an engineer.
This time however I was greeted by a decent sounding guy called Liam, who clearly lived in the UK. These people DO NOT want to help you at all! They are working for probably next-to minimum wage pressing buttons trying to fob people off. Absolutely ATROCIOUS service. It took 5-10 minutes of tests and stuff just for this man to tell me everything looked okay, but when I argued with him and asked ''Surely you can see my connection dropping on your screen'' his reply was just ''Yes, I can''.
Soon after this, I was then told I could get an engineer out to my house! (yay!)... Shortly followed by ''but if the fault doesn't lie within BT's end, you'll be charged £130''.
I really have nothing else to say about this absolutely disgusting company. DO NOT Entertain getting internet from these apes.
- Location
-
- Location
- Worcestershire
- Reviewing
- BT
- Date
- 2016-12-09
- Comments
-
After discussing about a better deal than the one that was offered online, I agreed to having fibre broadband on the deal that was discussed. The fibre was activated and I expected my bill to be what was discussed. However this was not the case and my bill was now £10 extra than expected. When I contacted BT over this issue, they denied all knowledge of me having any discussion over a better deal even though I have proof of this. They told me I could cancel my contract but it would cost me over £300 pounds.
I can't help but feel mugged and ripped off!
I should have stayed with SKY as they were faultless before!
- Location
-
- Location
- Worcestershire
- Reviewing
- BT
- Date
- 2018-10-13
- Comments
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The hours i have spent on the phone to this company is beyond belief. AVOID in the end switched to XNL for business very professional and great communications and they answer the phone within 5 seconds. Should the big wigs be brought in front of a parliamentary committee and drilled about why they are providing a unacceptable service!
- Location
-
- Location
- Worcestershire
- Reviewing
- BT
- Date
- 2017-03-21
- Comments
-
BT must rate as the most useless company in the U.K. Service - rubbish, customer service - painfull. Eight days to get a simple modem problem resolved with littl or no help from their customer services
- Location
-
- Location
- worksop
- Reviewing
- BT
- Date
- 2016-08-13
- Comments
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customer service is just so bad it is unreal. Broardband reliability is good its always on just crap speeds are not as they say the poor customer service team keep telling me you have good speeds. All is working fine i don't think so 5 mbps on wifi and 22mbps on cable with bt infinity 1.
cant wait to leave very poor
- Location
-
- Location
- Worksop
- Reviewing
- BT
- Date
- 2023-03-25
- Comments
-
14% increase is a joke. Broadband is very unreliable.
- Location
-
- Location
- worksop
- Reviewing
- BT
- Date
- 2016-04-29
- Comments
-
where do I begin.....just dont use them, I went online ordered infinity2, they gave me date for two weeks and.... well nothing happened so I called back in.
on hold for 10 mins as is the norm and a bloke answered, kept me on hold for 10 mins to speak to someone who may help me but put me through to another department without saying anything, guess what another 10 mins on hold then a very unhelpful lady from India said the reason I had not got the broadband was the order I put in hadn't gone through and that it was my fault , so I queried why I had been given a date and why someone had called me to check the line number was correct to which she said I have cancelled your order and you will have to go back on again and carry out another order..... so I replied you have been most unhelpful, thank you very much for cancelling the order you have saved me some time goodbye.
- Location
-
- Location
- Worksop
- Reviewing
- BT
- Date
- 2015-10-10
- Comments
-
my phone line and broadband were supposed to go live on 08/10.it did not happen. The phone is dead and the broadband keeps dropping. I called on 09/10 and was told there was a problem with the previous supplier not "releasing" my phone number but that it would be fixed by midnight that day. It still does not work. So, I called their helpline and after talking to an advisor for quite some time and being told to plug and unplug things, it was still the same. Then he said he could send an engineer but it might cost me £129 pounds if something was wrong with my equipment. This worked perfectly 3 days ago with the other provider, so, I don't think so. I said no thanks and put the phone down as he was not easy to understand. I then went on their chat line, and halfway through the conversation, got disconnected. i tried again and was told that there was already an "expert" working on it and also an engineer booked to come to my house. I never agreed to that. any way was there an expert working on it or was it an engineer coming to me??
I then said I wanted to leave BT, and he asked if he could call me. Of course he must have tried to call my landline because a few minutes later he asked, on the chat line, if I had another phone number!!
He called and transferred me to someone else! This person went through the same rubbish all over again, so I said I wanted to leave BT, got transferred to another person who said I would have to pay £500+ cancellation fee although since being with them I have had no working phone and appalling broadband. But if I leave now, I'm in breach of contract! what about them being in breach of contract by not providing what I'm paying for!
I then had to agree to an engineer coming to my house but not till the 14th. I told this advisor that I needed my phone as I am an OAP and expecting rather important calls from my solicitor. My mobile is not brilliant, and I told him so, so, he tried to sell me a £6 a month SIM card from BT!!! How would that make my mobile better?
It also seems to be that only if I am without service for 10 days will I get any refund on my subscription. That's a bit rich considering I have had no service on the phone line from the start!
- Location
-
- Location
- worksop england
- Reviewing
- BT
- Date
- 2014-01-13
- Comments
-
it is the worst internet connection ever it never loads anything and all it does it flash orange day and night. its alright until you try to search for something on your laptop or mobile and then it just messes up. I wouldn't recommend it to anyone. it terrible.
- Location
-
- Location
- Wormegay
- Reviewing
- BT
- Date
- 2017-12-21
- Location
-
- Location
- Worthing
- Reviewing
- BT
- Date
- 2013-12-07
- Comments
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I switched back to Bt a year ago. I am on Infinity2 which offers up to 76mbps. I get as low as 18. every time I complain my call is put through to India where I am told that they will look into the problem. Their normal response is to send out an engineer. I have now had 4 engineer visits and there is and never has been a problem with my phone. The problem is that I live about 400 yards from my connection box (CAB) and can only expect speeds of up to 26mbps. Until BT is prepared to invest money in their infrastructure instead of TV and European football programmes nothing will change. If your thinking of switching to BT check where your CAB is otherwise your speeds will be slow and BT will not care less.
- Location
-
- Location
- Worthing
- Reviewing
- BT
- Date
- 2015-09-24
- Comments
-
Absolutely appalling speed and intermittent wifi connection. Customer service after numerous calls of resetting etc still couldn't do help and told me my infinity contact which h
I pay top whack for does not guarantee a wifi service, only high speed for ethernet connection. So pointless buying modern technology like ipads!!! They say there is nothing I can do as I'm stuck in a contract and apparently it's in the small print!!! I asked to speak to a supervisior but surprise surprise not one available on his shift. Steer clear people!!!!!
- Location
-
- Location
- Worthing
- Reviewing
- BT
- Date
- 2016-03-16
- Comments
-
Absolute joke of a company.
Engineer was supposed to come between 8-1. Got to 1.30 so I called BT and they said the engineer booking failed. Had no explanation, no apology. I had no call or email to let me know of this change.
Not one person I spoke to was English, I couldn't understand a word they were saying. In total was on the one for 2 hours! JOKE never join BT
- Location
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- Location
- Worthing, UK
- Reviewing
- BT
- Date
- 2017-03-21
- Comments
-
I have recently tried to move from BT, as we have new providers in the area. Their contract terms are impossible - exit fees are outrageous. Even after they increased their prices and gave us 30 days to exit without penalty they changed the exit period so I would have had to move same day or face over £350 penalties.
The customer service agent didn't care and told me 'we're not the cheapest and we don't price match' - this can only be said by a company who have you cornered or provide a level of service that's exceptional and worth the extra. BT's service isn't all that!
- Location
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- Location
- WR6
- Reviewing
- BT
- Date
- 2018-02-13
- Comments
-
Had an email from BT to say that local exchange had been upgraded for more stability and possibly more speed. TWO WEEKS LATER my speed is still a quarter of what it previously was - and that was stupidly low - despite calls to and from "managers" (piss-up/brewery style) in UK and in India AND two Openreach engineer visits. All personnel charming and helpful but the dots aren't joined-up, right hand doesn't know what the left hand is doing. Result - frustration, loss of work, wasted hours.
IF ONLY there were an alternative in this rural area - but all rivals use BT's copper lines and we're too far away for the village's fibre.
What irks me most is the fact that we've had FIVE Mbps here in the past and now we're down to 0.6 despite NO new subscribers in our area.
- Location
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- Location
- Wrexham
- Reviewing
- BT
- Date
- 2013-11-06
- Comments
-
Rubbish, can I turn you off 2morrow & go to plusnet? New homepage is useless, can we can have the old btyahoo page back please. BTsport - crap.
- Location
-
- Location
- Wrexham
- Reviewing
- BT
- Date
- 2017-08-05
- Comments
-
The worst piece of garbage that I have ever paid for
- Location
-
- Location
- Wrexham
- Reviewing
- BT
- Date
- 2018-11-04
- Comments
-
Been with bt for 7 years since fibre was available in my area, I’ve got the fibre 2 package which the speeds were up until couple of weeks ago at near max 67mb, then after noticing speed was down to 45mb so I got in touch with them was told by a guy from bt that he sees the problem bangs on his keyboard for couple of mins then says give it 48 hours and it should be back to how it was, 48 hours later still the same so I get back in touch with them another guy goes through the same dummy steps and says that he’s put it on record and they will look into it, week later still the same so ring them again and explain it woman says it could be the hub so she will send one out could take 3 days to come, 3 days later no hub so get in touch with them again have to go through all the problems again with them even tho it was supposed to be on record so I wouldn’t have to explain! Anyway woman from bt says there is nothing down saying a hub was sent out and she is processing it now to get one out asap so couple days later hub arrives set it up try speed tests and it’s the same, so ring bt back up fella tells me that my speed is just over the minimum 46mb that was agreed with the contract, I try telling him that for all these years it was at max so we got the more expensive fibre 2 package now over time it’s gone down to a speed where a cheaper package would of right for us, But I hate the fact that over these years the internet price has gone up but the speed has gone down, he blamed my neighbors or closer to the exchange etc even Openreach were to blame!! Owned by bt I may add, anyway we agreed to it in contract so it’s tough poo!? Shocking company avoid peeps.
- Location
-
- Location
- Wrexham
- Reviewing
- BT
- Date
- 2021-08-03
- Comments
-
The one star are courtesy of the review site not me.. Appalling service fault still not fixed over a week after reporting it.. Response "we wilo send out an engineer to fix it ince and for all??? What did the last engineer do play games??? Talk talk are bad but at least you pay less for poor or non service.. BT don't care
- Location
-
- Location
- Wrexham
- Reviewing
- BT
- Date
- 2022-09-14
- Comments
-
BT wholehome Wi-Fi is a scam
Do not buy unless you live in a shed as it dosent work properly unless your pretty much sat on top of the Wi-Fi router
- Location
-
- Location
- Wrexham
- Reviewing
- BT
- Date
- 2018-12-30
- Comments
-
Joined bt back in November my live date was the 30th broadband and landline was dead rang bt and they too me it was a fault on the line I got told numoures dates to go live it didn't happens no end of phone calls complaints still nothing done then Friday 28th Dec and bt customer services rang me admitting their was no fault it was the local supplier for the area who hadn't done the work in the beginning they told me I couldn't switch provider as the fault would still be there I've spoken to no end of call handlers and each one lie threw their teeth this company has the worst customer services I've ever dealt with every time I ring I get told 2 days one week and so on a outside company needs to go in and sort them out do not change to bt
- Location
-
- Location
- Wrexham
- Reviewing
- BT
- Date
- 2016-09-27
- Comments
-
Every evening (around 7pm) speed drops from around 24Mbps to less than 5Mbps. Often less than 1Mbps. Usually back up to decent speed by 12am. Nothing different that I am doing so must be down to BT. As I work during the day, the evening is when I need the speed!
- Location
-
- Location
- wrexham
- Reviewing
- BT
- Date
- 2009-12-06
- Comments
-
customer service very very poor un able to achieve download speeds promised when signing contract
- Location
-
- Location
- Wrexham1
- Reviewing
- BT
- Date
- 2020-11-10
- Comments
-
Been without network connection for nearly 4 weeks now. Firstly i was told that it was an external problem and would be sorted within 5 days. I then had a text to say the problem had been sorted..... it had'nt. Another hour long call and they arranged a house visit and i had to wait another 5 days. I booked a day off work. At 2.30 i had an email to say i needed to book an engineer to fix my problem. I telephoned bt again an they said
(this is where the lies start) an engineer had been and there was nobody at the premises. The engineer then phoned my mobile and i cancelled. I asked the advisor if he could confirm the number the engineer rang and the number i was given did not belong to me, or anyone in my household.Another appointment was made for the following day, guess what! Yes it was cancelled again, through an email telling me again that i needed to book an engineer. Another hour long call to bt, this time they could'nt give me a reason as to why they had cancelled. I told them i wish to terminate my contract with them and they told me i had 12 months left and would have to pay the outstanding amount(£460) The first oppertunity i get to leave this supplier i will. They said openreach was the problem and they they do all the broadband regardless of my supplier. I said that bt are the company i pay and it's up to them to provide the service i pay a lot for.
- Location
-
- Location
- Wright
- Reviewing
- BT
- Date
- 2015-07-14
- Comments
-
This service is an absolute disgrace. Customer services / technical faults mislead and lie to you. The broadband speed is no way near what was promised and constantly cuts out. Complete and utter waste of money. And they will not even release me from the contract despite not providing what I asked for!
The technical faults team have been talking to me for three months since I had the problem. Initially I was informed they merely had to ensure it wasn't a wireless problem and they would reset then boost the line. Well, I ran all the speed tests and used an Ethernet cable for my broad band direct from the socket with a new filter as requested. Still rubbish. They therefore reset the line. Then it still didn't work. I raised it with them on the phone and they advised I wait 20 days. Still nothing. Then a call, they blamed it on a wireless problem inspite of the tests showing that that it wasn't - they wen reset the line. They then stated they couldn't guarantee wireless speed. I raised it with other representatives via twitter and got the same answer in a long and pointless email.
The broadband never goes above 3.5 Mbps and is often much less. The line constantly drops out. Watching films and multimedia without interruption is a pipe dream. I was promised about 10mbps. Yesterday my partner was told that nothing was guaranteed and that I had no right to cancel. She was told to consult the small print. The sooner the OFCOM changes come into place allowing me to quit the better. I cannot dissuade you strongly enough. BT is not the firm it was and they do not care about the customer or quality of the product. They just want to squeeze a margin out of you. Go with Virgin... I never had a problem with them and the line was awesome!
- Location
-
- Location
- Wrightington
- Reviewing
- BT
- Date
- 2018-10-21
- Comments
-
Hidden charges if you cancel early. called to see how much it would cost to end the contract and they told me £15, the bill came and it was an extra £70 - not trustworthy
- Location
-
- Location
- Wrightington, Wigan
- Reviewing
- BT
- Date
- 2016-01-22
- Location
-
- Location
- wroughton
- Reviewing
- BT
- Date
- 2015-12-28
- Location
-
- Location
- Wroxham
- Reviewing
- BT
- Date
- 2011-04-26
- Comments
-
Best performance is 1.8Mbps; the last 3 days 135Kbps; rang to complain got to Indian callcentre (english spoken very poor) may take 10 days to fix!!
Poor service.
- Location
-
- Location
- wymondham norfolk
- Reviewing
- BT
- Date
- 2020-05-26
- Comments
-
Absolutely useless company, been with bt for years but not anymore, I phoned to report my broadband kept dropping out and was below 1mb, Was told i needed the full fibre package and that would sort it out, Nothing changed only the size of the bill considerably increased, Since then they have come every few weeks to try and sort it including digging a trench through my lawn, All of which made no difference, All the engineers admit i am paying to much for a low service, But when you call the customer service department they seem to think the service is okay, No other provider can give me any better connection but they are a lot cheaper, So much for customer loyalty.
- Location
-
- Location
- Yardley Hastings, Northampton
- Reviewing
- BT
- Date
- 2015-08-19
- Comments
-
I have always had a reliable line, When I left my previous suppliers I had speeds of 7-8mbps. I moved to BT big mistake they never manually updated the IP profile and left me to 2mbps. Phoned them switched off the modem put it back on, of course this fixed nothing. I told the technician that their was a fault on my line 1 year ago and what the problem was. He disputed this knowing best and arranged a callback to book an open reach engineer put WTF?
I eventually didn't bother and attempted to swap back to my previous supplier with BT saying all I have to pay for is for what I used.
17th 2015 changed their mind I must pay for the full contract.
Along with this they ran tests from a department that cannot run any tests (wtf)
another lie I got told is "bt openreach is in your area upgrading your cabinet and exchange"
This one annoyed me the most they WASN'T THERE, I've been wanting fibre for a LONG TIME and attempted to use this as an excuse for rubbish speeds.
If you enjoy being lied too, ignored for being more intelligent then the staff this is the company for you.
If not keep to sky or +net
- Location
-
- Location
- Yelverton Devon
- Reviewing
- BT
- Date
- 2015-09-01
- Comments
-
We normally struggle by with 3MBPS. A month ago I reported the line as repeatedly dropping and the speed down to 0.2MBPS. I've spent hours on the phone to call centres, listened to their infernal queueing musak, waited in for them to turn up -two no shows. Now expecting a broadband engineer to turn up next week. If I wasn't on a fixed term contract I'd have dumped them.
- Location
-
- Location
- Yeovil
- Reviewing
- BT
- Date
- 2017-06-06
- Comments
-
BT has become a worse provider now a days. My internet has been doped more than a week now. Reported fault and gave an engineer visit appointment after a week. I couldn't go for my work that day. Unfortunately he didn't turn up. Called BT again. They said they have no idea what happened. Booked another appointment after 3 days following Monday. Again I didn't go for work waiting for the engineer. He didn't turn up that day too. Called again BT talked to their manager. He assured next day morning the engineer will visit. Didn't go for work waiting for the engineer. In the morning I called BT to ensure that he is coming or not. He said yes yes before 1 pm. No one came till 1:30. Called again they said it is next tuesday. Imagine, this is 11th days, I have no internet. They have suggested BT Fon, open network which is rubbish. So next appointment gave is for coming Thursday afternoon. Let us see. Dear all, do not choose BT again as they have degraded to lower than talk talk now a days.
- Location
-
- Location
- Yeovil
- Reviewing
- BT
- Date
- 2009-07-29
- Comments
-
It would seem that BT have mis-sold me their deal. I have Total broadband 2 package that should include the phone deals etc, but I find myself at odds with them on every bill date. The line rental bit is always misleading and way over priced. I asked for co-ordinated monthly billing, as BT were still charging me two lots of line rental. I still don't get monthly billing, every time I query this their replies are off hand and arrogant, and nothing has been resolved! I am seriously
- Location
-
- Location
- York
- Reviewing
- BT
- Date
- 2016-09-07
- Location
-
- Location
- York
- Reviewing
- BT
- Date
- 2017-03-08
- Comments
-
Very bad bt just not care unhelpful on the phone. 6 hours on the phone. Stay well clear if you can ! Very bad service. They have the monopoly on phone line !
- Location
-
- Location
- york
- Reviewing
- BT
- Date
- 2022-02-01
- Comments
-
you wont find much worse than this garbage bad service useless engineer impossible to get assistance the worst i have ever been involved with
- 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.