3,590 Customer Reviews over 90 pages
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- Location
- Liverpool
- Reviewing
- BT
- Date
- 2018-12-31
- Comments
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Unreliable.
When it works, it's ok, but sometimes it dies right at the time you need it and it's very annoying.
It's still better than Sky but nowhere as good as BT was.
Also, another problem with the Internet is that when someone uploads a file, Internet in whole house becomes unusable, so we have to use 3G internet for it instead. Not only does upload make the internet unusable, but it's also very slow and even not very big files take ages to upload!.
- Location
-
- Location
- Barton
- Reviewing
- BT
- Date
- 2017-12-06
- Comments
-
If bt spent as much on delivering a service as they spent on marketing it may be that our tv could work, let alone the internet or wifi. I can not describe the total frustration I experience with this company who seem to feel they have a monopoly and therefore nothing needs to be done to help.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2021-07-09
- Comments
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Very bad customer service.
BT broadband sales did the credit check and all then letting me know that the broadband installation at my house will be done after three months. It is ridiculous. Complete waste of time
- Location
-
- Location
- Basingstoke
- Reviewing
- BT
- Date
- 2016-04-27
- Comments
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The worst I have experienced since days of NTL! So far on-hold for 50 mins without speaking to someone. WTF? If I could give no stars or minus I would. 100% dissatisfied.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2016-12-05
- Comments
-
Guys, if you think you have got a nice life, don't have enough problems to suffer, then BT is for you!
In the last 6 days I met so many people who is not interested in helping you with a problem. My broadband is not working for 2 weeks, today engineer visited me and nothing happened! The doggiest and the worst provider all over UK! THEY DO NOT PROVIDE ANY SERVICE BUT THEY HAVE THE HIGHEST RATES! NEVER EVER WILL SUGGEST IT TO ANYONE!
- Location
-
- Location
- Sleaford
- Reviewing
- BT
- Date
- 2021-12-24
- Comments
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Ordered broadband for 13th of December.Doesnt work even now on 24th of december. Engineers missed 3 appointsments only 1 out of 4 appointsments where succesfull i lost so much money waiting for them to never even get message saying they wont show up. After I called i kept getting different excuse. Now I got yet another my 5th appointment for 30th and who the hell knows if they will show up bt staff sure as hell doesnt.Ridiculous avoid at all costs
- Location
-
- Location
- UK
- Reviewing
- BT
- Date
- 2023-12-28
- Comments
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For dubious reasons our housing developer told us we had to use BT for our internet for the first year in our new build despite our apprehension - and what a year.
It took weeks just to get the internet running as set-up had been done wrong 3 times, resulting in multiple trips from “engineers”. Even when we recently managed to change to Plusnet (who offer way better internet speeds for much less money and both use OpenReach) our internet wouldn’t work because BT messed up giving the correct serial numbers to OpenReach. More completely avoidable idiocy.
The customer service as every other review states is worse than abysmal. When I called to confirm I was changing supplier one lady just sighed and hung up on me I guess because she couldn’t be bothered.
The next lady then denied all knowledge of Plusnet informing them of the switch so they had full intent to keep charging us. It took a very long time to get it cancelled on that phonecall then they sent me a bill for over twice my monthly payments. When I contested this they told me it was a mistake and I would be refunded.
It looks now like that was a total lie to make me go away as you have to pay the bill regardless so you don’t harm your credit score. Trying to contest this again has been totally futile, the money is just gone.
I’ve heard from multiple sources they will just pretend not to have received your router when you finish with their services just to try and charge you more so KEEP YOUR RECEIPT.
I would recommend switching to literally any other company today.
- Location
-
- Location
- Home
- Reviewing
- BT
- Date
- 2009-09-12
- Comments
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Difficulty undrstanding customer Services
- Location
-
- Location
- England
- Reviewing
- BT
- Date
- 2014-11-17
- Comments
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how can bt say they have fibre optic when the cables they laid many moons ago was not fibre optic unlike virgin who have laid fibre optic hence how virgin are able to have fast broadband speed bt only have a little bit of fibre optic running from the big green box somewhere near your house then they fit another tiny bit of fibre optic into your house but the bit in the middle is not fibre optic so it can only be as good with what's there 2 good bits at the end won't make the bit in the middle any better because its not fibre optic because they have never dug up old cable to replace it with fibre optic so there for bt are fooling you all and should be taken to trading standards for false advertisement think about it people don't get ripped off by these fat greedy cats
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-05-03
- Comments
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This is about the BT fibre to home service. A complete joke. I have been waiting for the order (paid in March 2016) for 6 weeks now but the orders (yes, re-ordered) kept got cancelled without telling me the reason. The only way to contact is through 08005874787 and you have to wait for at least 15 minutes to get to talk to someone who doesn't know the answer to your problem. The problem is it's a new built and BT provided the router system so no other providers can set up the broadband service for me except BT--- Monopoly is really bad for consumers --- a new evidence! Just now I called and was told to wait for a call from them, just like what happen on Last Friday. I never got the Call! Please tell me how I can make a complain! It is terrible! what's wrong with BT!
- Location
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- Location
- GLASGOW
- Reviewing
- BT
- Date
- 2018-07-15
- Comments
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Left BT many years ago due to atrocious customer service. Took up their offer of faster stronger broadband and also signed up for BT Sport. The broadband promise never materialized, I still don`t have BT Sport due an unidentified technical fault and when I attempt to speak to someone then its either a long wait to speak to someone or a chat with someone who`s handling a number of clients at the one time and is untrained and keeps saying I`ll be right with you in two minutes but inevitably can`t help you because "that`s dealt with by a different team" etc etc etc but they`ll be with you in two minutes etc etc etc
BT customer service has deteriorated from atrocious to mega atrocious.
Don`t go near BT unless you have a bottle of wine and some valium to hand and time to spare.
- Location
-
- Location
- Derby
- Reviewing
- BT
- Date
- 2009-09-29
- Comments
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Very poor connection at times. Helpdesk appeared not knowing how to diagnose the problem efficiently
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2017-07-15
- Comments
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BT is totally rubbish they just get you in by saying that they best broadband but not their broadband is average and through out your contract they keep increasing the price, their customer service is absolutely rubbish advisors don't even understand the pricing themselves,adding things on when you call they say we have sent you email about all price, why not explain them when people call. In my opinion everybody who reads my review don't go with them or at least make sure %100 of everything don't go on their word!
- Location
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- Location
- M124nt
- Reviewing
- BT
- Date
- 2019-08-02
- Comments
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Big Iler BT they using old cables and selling as super fast optic fibre Iler lier
- Location
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- Location
- Wellingborough
- Reviewing
- BT
- Date
- 2015-01-29
- Comments
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Decided to join BT Infinity in May 2014 as it apparently was the best, fastest broadband on the market.
Since May, we've probably made over 20 calls a MONTH to complain about our terrible service. Calls will usually last around 1hr - 3hrs, this is fine if you don't have dinner to cook, places to be and lives to live but sadly, we do. The customer service over the phone is patronizing and usually rude, we get ran through the same things about connecting wires etc, but its no help. They say they note calls but when you call back they tell you you've never called them, even though you spend hours on the phone with them a few weeks prior. We have opened up so many cases now we can't even keep track, none of the cases have been solved. The internet will drop out randomly, sometimes it will talk over 2 hours to turn back on. When the internet goes out, you get steps to follow in your browser, after about 6 times its mind numbingly annoying to go through the process of checking wires, pressing the refresh button and unplugging and plugging things back in even though my router is never touched, only ever cleaned around. On top of that, if you accidently knock over the router - or even just nudge it gently - sometimes it will totally freak out and refuse to connect to the internet.
Recently, the internet drops every hour or so then connects again which is incredibly annoying. We have had a new router sent out and it made no difference.
We called them today and they did some 'tests' on our landline and wireless, apparently their maybe a fault in OUR wires, they are charging and WHOPPING £129.99 to check these wires in our homes, which we are 100% sure they're is nothing wrong with them.
We were previously with TalkTalk, we hope to go back to them but sadly we have to wait for our contract to end before we can do so as they said they would charge a large fee to get out of the contract and we certainly don't want to give them any more money. Avoid BT Internet at all costs.
- Location
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- Location
- Takeley, Bishops Stortford
- Reviewing
- BT
- Date
- 2014-07-03
- Comments
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complained to BT stating slow broadband speed. They sent an engineer who decided best way to improve speed was to disconnect bedroom phone line. He did this and left telling me he had also contacted the office and they would boost the power. I am now without bedroom phone,£125 lighter for his services and still rubbish download speed and dodgy hub that you have to turn on and off twice before the blue lights come on.
- Location
-
- Location
- Weymouth
- Reviewing
- BT
- Date
- 2024-02-08
- Location
-
- Location
- Leeds
- Reviewing
- BT
- Date
- 2016-08-10
- 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
- chorley
- Reviewing
- BT
- Date
- 2015-10-12
- Comments
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here goes,24 july moved to new address.No phone line till 20 August,No broadband till 1st september.BT wanted a bill for £107 ! still trying to work out why.Broadband speed less than 1 meg,(this is on infinity 1) to this day still not right.Over 30 phone calls to india i might as well phone saturn have more chance of getting anything done.Call centres a complete waste of time,they do not talk to each other,i have to relive the nightmare over and over everytime i ring.Groundhog day!.I have a solution to the problem ,i think i will take a 3year telecoms course,and at the end of it try and fix my own broadband.please please please do not get your broadband off BT you WILL live to regret it.Bring back dial -up its quicker than BT.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2019-01-04
- Comments
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I went around the houses to try and arrange broadband with BT as they kept saying my house didn't exist - despite providing them with the name and mobile number of the person that did the survey and the survey reference number. Finally got a date for installation. The engineer turned up after the allocated time (8am-1pm) and said he couldn't do it. Spoke to 8 different people in less than 24 hours - each one telling me something different. Still no broadband.
- Location
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- Location
- Essex
- Reviewing
- BT
- Date
- 2016-09-01
- Comments
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Customer service is non-existant would avoid at all costs. Reported a fault with broadband barely working 7 weeks ago and despite numerous complaints we have not heard from anyone except the odd phone call from India. Could barely understand what they were saying and still not fixed. Have tried to cancel contract and no response from that department either. Entire company a joke. Will be leaving and never using again.
- Location
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- Location
- hampshire
- Reviewing
- BT
- Date
- 2015-03-04
- Comments
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bt ask us to change to infinity we agreed had always had evening and weekend calls for years and asked for it with the new package. we were sold the new package with just weekend calls and all our evening calls for 18 months were being charged because we are elderly and bt take the money from our bank we didn't notice for all that time we were overcharged by £300 over an 18 month period and bt are not interested in there mistake just waiting till may when I can end my contract after many years with bt avoid this company
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2018-09-04
- Comments
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We can't even rate Broadband speed and reliability sections because we didn't even get a connection sorted!
Simply put, we had the worst customer service experience in our life... We were recommended BT Smart Hub by EE staff and we cancelled our precious EE broadband contract and bought BT Smart Hub. It was supposed to be available from 3 weeks ago but then it never happened because of some issues BT had. We made total of 12 phonecalls to check the progress, and each call took 30-1hr. Worst thing is that none of the staff members had clear answer, nor kept a promise to call us back. So after 1 months of no internet period, we decided to cencel the contract.
It seems that their rapid growth in their business is not in parallel with the improvement of training programme for staffs... we were very disappointed and with we didn't stop using our previous router.
- Location
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- Location
- Hertford
- Reviewing
- BT
- Date
- 2015-06-28
- Comments
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Broadband very slow to nothing weekends and evenings. Help line in India also very little help as they seem to read from check list which has nothing to do with this issue.
- Location
-
- Location
- Gloucester
- Reviewing
- BT
- Date
- 2024-03-14
- Comments
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Very poor connection, I keep on refreshing the wifi, still not working.
- Location
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- Location
- Chester
- Reviewing
- BT
- Date
- 2015-02-24
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2023-02-18
- Comments
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My broadband speed is really poor I can’t event watch a live football match, everytime I do a speed test it fails, constantly getting lied to by them
- Location
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- Location
- Glastonbury
- Reviewing
- BT
- Date
- 2017-03-17
- Comments
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Trying to switch CON. Once you have contacted your new provider, details are sent from that new provider to BT, but BT send you letters, texts and emails to say you have not cancelled all services and you will continue to be charged by BT for the services. Yet you know you have ordered all new services. So you call BT, they then try to sale you a new deal. You also are supposedly unable to cancel the services yourself over the phone, and they tell you your new provider is the only one that can do that. And so on in a loop of never knowing why BT are not getting the full cancellation from the new provider.
Dishonest conduct, using the prospect of charges to make you call, then to talk you into continuing to buy their services, and you were never actually able to make a diference from the call anyway.
Shame on you BT, trying to steal money whilst hiding behind your contracts of small print somewhere.
- Location
-
- Location
- UK kent
- Reviewing
- BT
- Date
- 2014-11-13
- Comments
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My experience over a number of years has been in short a very very very bad one with BT. Lies, poor service and that's putting it nicely, slow speeds, faults that take months to fix while being fed lie after lie by people who are not qualified to be in a position to provide tech advice or support. BT senior management are a joke and in my opinion a waste of our money. This isn't a problem that affects few it is massive and has been going on for years. BT don't bother with them they are your worst nightmare, don't lets get going on BT India support, why not just take my money BT and kick me in the balls cos that's what your doing to 10000s.
- Location
-
- Location
- cheshire
- Reviewing
- BT
- Date
- 2015-01-26
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2018-06-30
- Comments
-
I took out a new fibre contract in February 2018. The cost was £29.99 a month for 18 months. In June 2018, I received a letter informing me that my monthly payments would be increasing by £2.50 a month in Sptember 2028. This would increase my contract payment to £32.49 a month. The letter also included a weblink to a personalised offer. Following the weblink took me to an 'offer' that would allow me to keep my monthly payments at £29.99 a month, as long as I committed to a new 18 month contract. What a total scam BT. Essentially, they sign a new customer up to a new contract at an agreed price. Four months later, they send the new customer a letter attempting to pressure them into a new 18 month contract, or to have to pay more for their existing contract. I called BT customer services and politely explained that I was unhappy with their letter. I questioned why they were increasing my payments from £29.99 to £32.49, yet would be happy to keep them at £29.99 if I would sign a new 18 month contract with them. I explained that as a new customer, this felt like extortion. There was nothing they would do to help me, so I have no excercised my right to leave my existing contract due to a change of terms. I've now gone to Sky and got the same fibre deal for £25 a month. A saving of £7.50 a month once BT forced price change comes into effect. Thanks for nothing BT.
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2018-06-30
- Comments
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I took out a new fibre contract in February 2018. The cost was £29.99 a month for 18 months. In June 2018, I received a letter informing me that my monthly payments would be increasing by £2.50 a month in Sptember 2028. This would increase my contract payment to £32.49 a month. The letter also included a weblink to a personalised offer. Following the weblink took me to an 'offer' that would allow me to keep my monthly payments at £29.99 a month, as long as I committed to a new 18 month contract. What a total scam BT. Essentially, they sign a new customer up to a new contract at an agreed price. Four months later, they send the new customer a letter attempting to pressure them into a new 18 month contract, or to have to pay more for their existing contract. I called BT customer services and politely explained that I was unhappy with their letter. I questioned why they were increasing my payments from £29.99 to £32.49, yet would be happy to keep them at £29.99 if I would sign a new 18 month contract with them. I explained that as a new customer, this felt like extortion. There was nothing they would do to help me, so I have no excercised my right to leave my existing contract due to a change of terms. I've now gone to Sky and got the same fibre deal for £25 a month. A saving of £7.50 a month once BT forced price change comes into effect. Thanks for nothing BT.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2020-08-30
- Comments
-
Such a terrible provider, download speed always fall short of the stated speed (e.g the stated speed was 11-13mb, and I am constantly receiving speed less than 5mb) and the pings are always spiking (varies from 30 to 500). The worst is that the slow wifi plan is even more expensive than some of the optical fibre plan provided by other competitors, I had no other choices as there is no optical fibre in my area. If you have other option BT should be avoided at all cost, extremely terrible.
- Location
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- Location
- isle of Islay
- Reviewing
- BT
- Date
- 2009-10-12
- Comments
-
Once again BT can't live up to their advertising they can't even give me half a meg so how are they going to deliver 20meg they should not be allowed to advertise what they cant deliver to all
- Location
-
- Location
- Reading
- Reviewing
- BT
- Date
- 2021-11-09
- Comments
-
Went for a deal with free Fitbit and ‘Great Wi-Fi’ in every room. 3 months on no Fitbit with no help from customer service after several calls and emails. Multiple rooms without any Wi-Fi even though they are 10 meters away from the main Hub.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2015-06-03
- Comments
-
The smoothest setup I've ever had, 4x faster than my old broadband and 1/2 the cost (no exaggeration).
I've gotten the exact speeds advertised, if not more.
- Location
-
- Location
- West Lothian
- Reviewing
- BT
- Date
- 2017-12-18
- Comments
-
Upon advising BT I was moving to another provider they cancelled my services and line. This was despite me specifically advising I would be making a working line transfer/takeover.
In my opinion the agent's actions were intentional and malicious. As it prevented an order being placed by another company - resulting in a two week gap without phone or broadband.
Intentional or not, the 'mistake' as acknowledged by BT could have reckless consequences. We have two children and being contactable - and able to make calls is very important.
I strongly recommend avoiding BT.
- Location
-
- Location
- Ayr
- Reviewing
- BT
- Date
- 2018-03-04
- Comments
-
Worse then dreadful
Some 40 years of good BT digital service gone in a puff of supposedly high speed broadband . But haven’t a clue on performance and service . My broadband has not worked properly since I took it up 4 months ago . They tell me it’s my iMac that’s faulty so I arrange to take in to Apple Then I think it’s my iPad that’s gone wrong so I buy new iPad . There nothing wrong with Apple it’s bt How I would like to cancel my contract .
- Location
-
- Location
- Tipton
- Reviewing
- BT
- Date
- 2018-05-02
- Comments
-
Bt told me and sent me my speed would be no less than 42 mb download speed its only 13.4 whats going on phone customer service said you are on wireless my wife is the same she is on cable he is having a joke. BT sort it or i am off.
- 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.