3,590 Customer Reviews over 90 pages
-
- Location
- rural suffolk
- Reviewing
- BT
- Date
- 2017-05-29
- Comments
-
still very slow but 8 miles from nearest exchange what else can we do?? Take what we are given I suppose
- Location
-
- Location
- Southall
- Reviewing
- BT
- Date
- 2015-11-15
- Comments
-
Paying for 76mb and on a good day today n the middle of the night I manage to get 24mb. I do not live in the countryside and two roads down they get 60-80mb. Bt can not explain why this is, they only say the exchange is too far from my house. Really disappointed
- Location
-
- Location
- west sussex
- Reviewing
- BT
- Date
- 2014-04-30
- Comments
-
I have had problems with going over my limit on broadband, which is confusing as i am on unlimited as by bill clearly states, i have spoken to many people at BT which is hard when you do not get a english speaking person and those who try to speak english are awful to deal with, i have never been able to view a bill online due to a cock up made by BT when setting up my account and also have had my direct debit payment changed without any notification or warning via post or email to let me the CUSTOMER know. My recent dealing with BT was to set up a new deal and should ony be paying £45 a month but the last 3 bills are £73 £83 £96 . I only use the web for emails and searching the net. BT cannot give anyone a breakdown on there broadband other than you have gone over, no dates or times or even what you have been doing e.g. downloading, streaming. BT are by far the worst company of all time and as soon as my contract is near the end i will be going elsewhere. I think this will end up like the PPI where people were being ripped of and someone will eventually blow the whistle on BT and there practices. I turned my pc of and broadband at the router and have not used it for 3 weeks and guess what i still went over my limit, this just proves they are lying thieving scum.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2020-08-30
- Comments
-
Have recently moved home and simply wanted to move the service across, but this seems to have been an unnecessarily difficult process for BT. Have had multiple orders cancelled for no reason over they last three weeks, which they cannot seem to stop doing. They say they will call back to sort out, but never do, resulting in me having to call them back. Previously the broadband had a tendency to cut out at least twice a day. It takes a good while to get through to any customer service reps, and even when you do, whilst they are pleasant enough they can rarely solve your issues there and then. Don't even think about asking for discounts for inconvenience, because they won't even consider it. Have been a loyal customer for a good while, but enough is enough and it's time to move on.
- Location
-
- Location
- Bedford
- Reviewing
- BT
- Date
- 2011-04-05
- Comments
-
Good service from BT but cabling needs upgrading and therefore very slow broadband in the area
- Location
-
- Location
- Cardiff
- Reviewing
- BT
- Date
- 2022-04-05
- Comments
-
20 years ago I said I’d never go back to BT - but after moving house we had fewer options for a tv and broadband package so decided to give them another go. They must have got better after all this time right? Wrong.
After finally being able to choose a fibre connection to increase speeds I upgraded around midday and by 1pm they had cancelled and disconnected my current broadband a month before the fibre was due to be installed! And all because I was told I had to have a new account to enable a fibre install to go ahead?! Only silver lining was someone I spoke to in Belfast who said the whole thing was a shambles, gave me free mobile data until a 4g hub was delivered as an interim measure.
- Location
-
- Location
- ch88ad
- Reviewing
- BT
- Date
- 2017-07-11
- Comments
-
my fiber broadband has dropped to about 2 mbs download , despite paying for "up to" 52 mbs. I am only 100 meters from B T cabinet
- Location
-
- Location
- Lincolnshire
- Reviewing
- BT
- Date
- 2016-10-27
- Comments
-
Pathetically poor service, over 25 hours on the phone trying to get incorrect charges emotes from my account. BEGGED for somebody with the right level of authority to speak to me to reverse incorrect charges and the release me from the remaining ten months of contract. Nothing doing - silence. Complaint letters - unanswered. So, I cancel the direct debit and call ZEN (A++++ SERVICE!) to hook me up.
Then I get a response! And what a CRAZY experience that was. HELP!! They won't let me go!! SAVE ME!!!
- Location
-
- Location
- notts
- Reviewing
- BT
- Date
- 2014-07-10
- Comments
-
wasn't too bad while I was with them but trying to cancel has been a nightmare and they even charge £40 to stop your broadband.I cancelled in may and got a letter saying we are sorry you are leaving yet they recon im still with them and they are trying to charge me up to 26th july and ive been on virgin since 16th june
- Location
-
- Location
- Borough green
- Reviewing
- BT
- Date
- 2015-11-17
- Comments
-
BT are literally the worst company I have ever known, there customer service is discussing every single person I have spoken to must be the most incompetent people Iv ever had conversations with in my life. None of them communicate. They cancelled my account without telling me then took over 10 days to set up a new one so was 2 weeks without broadband or a telephone line in a terrible area for signal, after notifying them I had a new born baby and need a telephone line asap. I confirmed with one of the staff I was not paying the one off charge £35 set up few as their service was a disgrace, she discounted that and I paid my bill. They
have now today decided to take £35 from my account for the set up fee that was agreed I didn't have to pay and they tell me it takes 3-4 days to look into the phone calls which will prove I'm right and then will take up to 10 days to get my money back. They are an absolute disgrace I would be embarrassed to work for the company DO NOT USE THEm UNLESS U HAVE TO unfortunately I'm in a new build and we have to use BT.
- Location
-
- Location
- Newcastle upon Tyne
- Reviewing
- BT
- Date
- 2019-01-18
- Comments
-
Very poor customer service. The cost for my internet increase with ~2-3 pounds every 3 to 4 months, started with 34 pounds and now I have to pay 39,99 pounds! Never again! I will switch as soon as possible. I can’t recommend BT!
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2015-04-30
- Comments
-
I needed to close my account as we had an eviction notice and we are all leaving the house (which needs workings and no one else will live there).
The account is in my name but was shared by 4 people and is too expensive for me to move it. I called 2 times asking how much I would've faced to stop the contract earlier and I've been told £30, both times. Based on that I took my decision and called the third time to close it. Surprisingly I've been asked £93, from an advisor that started to explain how stupid I was to leave BT, checking my private usage, and not being helpful at all.
I closed and called on another moment. I was asked £130 this time. I asked to speak to a manager to explain the situation but my request was denied.
I opened an official complain and received an email which told me they would've call me back in 48, maximum 96 hours.
After 144 hours nobody has got in contact with me.
Who called, instead, was the office for payments as I cancelled the direct debit.
He put me through other 3 people, one of them was more like a robot than a person, not able to conversate with me, since I finally closed the account.
Now I face a massive bill for an house where there are not people living in and where I cannot even access anymore.
BT makes you a fool, doesn't care about the situation, and has not will to help you in any way.
- Location
-
- Location
- Colchester, Essex
- Reviewing
- BT
- Date
- 2014-11-08
- Comments
-
I have been a BT customer for 30 years. Recent problems started when they moved my email from Yahoo to BT. Weeks of problems accessing email and now lost access completely when trying to link email to my BT Id. Spent an hour on the phone with an engineer taking over my computer. Problem their end but he could not fix it. Complained by letter and tried the fix they suggested but still no joy. Now lost access to my BT account. Can log in using my BT id but it says because of technical problems they cannot show me my account details. Complained but no word yet when it will be fixed a week later. Of course the prices all go up in December. Now looking to leave BT. Have already moved to another email service provider. They seem to be spending all their money on TV sport rather than telecoms.
- Location
-
- Location
- Dumfries
- Reviewing
- BT
- Date
- 2022-07-21
- Comments
-
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
- Croydon
- Reviewing
- BT
- Date
- 2015-08-03
- Comments
-
Been a BT customer for a number of years and currently have BT Infinity. I moved from Eclipse who for me were the best but at that stage didn't kprovide fibre. Fortunately I have had few problems with BT, if I did I would have gone elsewhere. My gripes:
I upgraded to super fast fibre last year, apart from a slight increase in upload speed I did not notice any difference. Numerous online tests followed until I discovered that BT cannot provide superfast fibre in my area. When I spoke to customer services it was "my fault" as I did not formalise a complaint.
In my view BT don't take care of their own customers - you will wait between 30 minutes to get through to customer services. Horrendous.llloll
BT won't negotiate at renewal, fantastic offers for new customers but unlike competitors and for the rest of us no incentive to remain. I was offered a £1.15 discount on broadband on the basis I had paid a whole year for a service BT couldn't provide.
I've renewed again this year to allow me to find a reliable ISP that takes care of its customers - if there is one out there.
- Location
-
- Location
- Glasgow
- Reviewing
- BT
- Date
- 2019-12-28
- Comments
-
There is direct fibre optic to premises where I live - BT of course (monopoly).
The max speed offered at my address is 350 Mbs / 50 Mbs.
I ordered Super Fibre 2
which is 74 Mbs / 20 Mbs. I achieve 10 Mbs upload and BT says there is nothing they could do about it. This is how they screw customers at address where they have monopoly. I would never join them if I had a chance to choose other provider.
HOW CAN THEY OFFER 50 Mbs upload at the address and they can't provide anything above 10 Mbs?? I will never choose them again!
- Location
-
- Location
- Hampshire
- Reviewing
- BT
- Date
- 2015-06-20
- Comments
-
Broadband service reliable but much slower than advertised at my address. Customer service very poor, polite perhaps but staffed mostly by people who can do no more than read scripts. Much of the response is telephone only, i.e. no audit trail of the poor service, and if you're stuck with Yahoo mail, you may have to change your password twice a day through no fault of your own, and BT say it's not their product so tough luck.
- Location
-
- Location
- Leeds
- Reviewing
- BT
- Date
- 2017-08-28
- Comments
-
Fibre speed found to be way below what they advertise. Keeps dropping connection. Expensive when at end of special offer
- Location
-
- Location
- Whitehaven
- Reviewing
- BT
- Date
- 2018-06-19
- Comments
-
Sainsbury's Gift Card never arrived and they were appalling when I contacted Customer Services. Dreadful Indian Call centre. Junk mail pushing BT Sport every two or three weeks. Prices exploded as soon as contract up. Just spotted small print with days to go I had to opt out not in to BT Sport after free 6 months. Broadband itself was good but when it cut out it was down for hours rather than minutes. I went with them as I needed a new line installing in a new place and they were cheapest for that. But left as soon as contract was up and woukd never go back based on Call Centre service and Gift Card con.
- Location
-
- Location
- Glasgow
- Reviewing
- BT
- Date
- 2023-03-20
- Comments
-
I purchased my essentials since I'm disabled and on life benefits.
I expected far better service.
first engineer came out to change my phone box . I got the new VoIP call system which is excellent.
3 arrived, after 20 minutes I was told that's it working give it ten minutes and you will be up and running.
Nothing happened phoned bt they tested their end and said theirs a problem at my end.
Engineer booked came next day spent 10 mins and said that is you connected.
Then his exact words were, it was not connected at the main box properly. And them three are useless.
3 engineers could not fix it.1 engineer fixed it.
Running great from then but I can't get the WiFi in my sitting room which is 4 metres from the router.
Phoned bt, was told nothing we can do every home has a weak spot.
Buy a disc to get it. Yeah at £80 I can afford that.
Told them this exact words twice, the only other option for you is to upgrade to the £26 a month and you'll get free discs sent to you.
Now I am on bt essentials which is reduced internet speed, which is fine and only £15 a month because I'm on benefits.
£80 extra for a bt disc I cannot afford.
Bt you really don't like to just help customers like you did in the old days.
Rubbish standards rubbish customer service who just want more money and not even a single contact from them since I emailed and complained.
Typical .
- Location
-
- Location
- Cardiff
- Reviewing
- BT
- Date
- 2017-04-13
- Comments
-
Bt tv new set up. Who thought this new way of using bt tv was better. It's rubbish. You can't see information as it's put up over last program watched. It's defiantly !!!! Not easy to use. Having done survey regarding all aspects of bt tv I think it's taken a backwards step.
- Location
-
- Location
- Telford
- Reviewing
- BT
- Date
- 2021-06-22
- Comments
-
Only able to contact during daytime hours yet its always at night the internet goes down - a regular occurance - very unreliable and often due to 'service' maintenance they seem to do most nights and so by time you can call to complain its back on and their customer spport is aweful and do not want to know that yt again you were withoout internet all through the night
- Location
-
- Location
- Cheadle
- Reviewing
- BT
- Date
- 2019-07-27
- Comments
-
loved BT from the first broadband I had.
Then the cost sky rocketed and 8 times out of ten the speed was not what I was supposed to get.Sky have given to me the same speed and the cost has almost halved
When BT say they can guarantee super fast broadband surely lower speeds should be as good
- Location
-
- Location
- MINCHINHAMPTON
- Reviewing
- BT
- Date
- 2021-04-11
- Comments
-
Current download speed is 1.8Mb, upload is 0.3Mb. Barely good enough!
- Location
-
- Location
- Edinburgh
- Reviewing
- BT
- Date
- 2018-03-12
- Comments
-
As existing BT customer just attempted to upgrade from copper to fibre (Infinity) Broadband. As usual with BT this has worked OK technically, but horrendously / comically badly in terms of dealing with BT admin.
Started with an appalling website, very difficult (for a very frequent online user) to determine current package and costs; rip-off prices for loyal customers (new customer deals for £25/ month are £50/month for existing!); after two phone calls agreed a better price, but order confirmation entirely wrong (standard prices); two phone calls, one formal complaint and a month and not sorted out the pricing. BT = B??? Terrible!
- Location
-
- Location
- newham
- Reviewing
- BT
- Date
- 2016-11-07
- Comments
-
just to say
they offer vouchers that never come i was meant to get 2 sainsbury vouchers never happened!!!
try to call them or respond plain ignorance rest assured i will never sign up with them again, not for the service but fraudulent advertisement!!!!
- Location
-
- Location
- carlisle
- Reviewing
- BT
- Date
- 2016-05-17
- Comments
-
after giving bt 15 years of being a loyal customer,i was forced to go part time at work,i phoned them last october to see if there was anything they could help me to reduce the monthly cost,they reduced my account by £10,i have now been made redundant and need to move away from my place and live with my brother and sister in law,i phoned bt yesterday to stop my service,and they are charging me £113.27 until next october,they said i changed my contract,when i get my own place and get on my feet again,i will never ever use bt again for anything
- Location
-
- Location
- Grantham
- Reviewing
- BT
- Date
- 2016-12-05
- Comments
-
They advertise as the most reliable WiFi signal. This is not the case.
I switched from Virgin Media due to rising cost. Never had any issues with the WiFi signal with Virgin. When I switched to BT I gave it a week or so to let equipment settle down. However broadband kept dying several times a day. After a few weeks and phones calls and eventually an email to their complaints department I finally got some testing on line that determined Hub was faulty. New hub installed. However, WiFi signal is terrible. I use BT app on phone to check service regularly as devices will disconnect and my phone often says switching to mobile data (as I have it set on poor WiFi to use mobile data), This is even when sat in same room as BT hub. Once year is up will be finding different provider.
- Location
-
- Location
- Manchester
- Reviewing
- BT
- Date
- 2014-06-23
- Comments
-
My following comments are not really about the reliability or the quality of BT's products, but more so to do with what happens when something goes wrong, for example, when suddenly none of your phones work and your broadband works intermittently. The "offshore" service, on this occasion, were absolutely useless. The young lady, from somewhere in India, whilst irritatingly polite, (mentioning my surname a minimum of five times in one sentence), never seemed to offer and straight answers to any of my questions and yet,skilfully skirted around them, with well rehearsed "scare tactics," suggesting that I would be charged £120, should the engineer discover that it's not BT's fault. Never got any satisfaction after a full hour's frustration and aggravation. Eventually, having "had enough," I insisted on being put through to a UK based technical team who talked me through a few checks. Eventually I discovered and corrected, (by process of elimination and from my own skills set),the fault itself. It was a failed ADSL filter, which costed me £1.99 from the local "sells everything" shop. Come on BT, you gotta try harder. If you have to use offshore call centres, then, for goodness sakes, train them properly !
- Location
-
- Location
- Scotland
- Reviewing
- BT
- Date
- 2019-11-26
- Comments
-
Mistakes after mistakes
Transferred from Sky to BT on 18th November retaining my old number only to find out on 21st November they gave me a new number.
Customer service has been terrible trying to resolve this and I won’t have my proper phone number back until 5th December (large pinch of salt taken) so I would be very wary of any service commitments they make.
They also tried to charge me £25 for the privilege of sorting out their cockup.
Disastrous so I would strongly advise against them
- Location
-
- Location
- Aberdeen
- Reviewing
- BT
- Date
- 2017-05-12
- Comments
-
Very expensive
- Location
-
- Location
- Manchester
- Reviewing
- BT
- Date
- 2019-12-19
- Comments
-
Appalling lack of clarity when getting broadband installed. I ended up taking days off work to wait at home for engineers that never turned up.
Please I urge anyone reading this to never get BT internet
- Location
-
- Location
- Rhodes Minnis
- Reviewing
- BT
- Date
- 2017-11-07
- Comments
-
While my connection is fairly reliable the speed is very poor - usually between 1 an 2 mbps. this makes it impossible for me to upgrade things like my TV or anything else that relies on good broadband speed. Even 5 mbps would help!
- Location
-
- Location
- Cambuslang
- Reviewing
- BT
- Date
- 2019-11-30
- Comments
-
Cant run more than 2 xbox ect.
I have bt best broadband £80 a month. It rubbish
- Location
-
- Location
- Berkshire
- Reviewing
- BT
- Date
- 2022-12-12
- Comments
-
Broadband connection fine. WiFi: woeful (good luck getting 3 discs). Customer service: The worst I've ever encountered. e.g. Dozens of silent nuisance calls from BT themselves (with an offer for us to try the call blocking service "free for a month"; lies about engineer visits; weeks to discover a loose wire; blatant misinterpretation of engineer's report: "customer would benefit from moving where the cable enters the home, but moving the cable is not a practical option" interpreted as "you have refused to move the cable so we cannot help further". Glad to ditch them after 25 years
- Location
-
- Location
- Tameside
- Reviewing
- BT
- Date
- 2014-12-12
- Comments
-
Good but now flawed. I like BT and have had MUCH better speeds than when I was with Sky. However, recently when I've needed help I have been treated VERY badly by customer services. I don't like being spoken to as though I was an idiot. When my contract runs out I will be looking to change providers.
- Location
-
- Location
- Norwich
- Reviewing
- BT
- Date
- 2023-11-22
- Comments
-
Nothing wrong with the product but the customer service is terrible. Constant calls back and forwards numerous complaints. Still nothing sorted will be going to trading and standards soon.
- Location
-
- Location
- swanmore Hampshire
- Reviewing
- BT
- Date
- 2017-03-28
- Comments
-
BT signed me up for 55 MBPS. and charged me for that rate, in fact I Only Achieve 18MBPS download and 2.3 mbps upload.
So basically being charged for speed I am Not getting. But BT come up with excuses I am to far away from the exchange. Though they never told me that when I signed UP.
- Location
-
- Location
- Bolton
- Reviewing
- BT
- Date
- 2016-07-13
- Comments
-
A word of advice to anyone thinking of using BT. Unless you really want it don't subscribe to BT Sport, even though it may be 'free'. HIf you decide to change supplier the don't automatically cancel the sports package. They send you a message stating that they'll switch you to full priced BT Sport lite at £13.50 a month, unless you ask to cancel it. This means you have no option but to contact them. When you ring you'll be put through to a customer service adviser who would make the hardest of 1980s double glazing salesmen blush. After 15 minutes of screaming at him to just cancel the sports package he then informs you that there is a 30 day cancellation clause for which you'll be charged the £13.50. What a con
- Location
-
- Location
- NI
- Reviewing
- BT
- Date
- 2014-01-16
- Comments
-
Wow I never knew how bad BT were until I tried to contact them. BT are a communications provider.....Right? So why is it impossible to communicate with them? I spent a full day from 9 am to 7.45 pm trying to speak to the options team, who are so named no doubt because it's their option whether they feel like picking up the phone!! I called wanting to discuss my increasing bill and to see if they could match a deal from Talk Talk and eventually someone picked up the phone. I explained that I was being offered the same broadband speed, unlimited, including anytime calls and TV for less than I was being charged by BT for broadband and evening and weekend calls. The response was that Talk Talk are terrible with nonsense reasons why I shouldn't go to them like they would cut me off if I used over £20 of calls! Really my phone provider would cut me off for using the phone? They said I could have a £5 reduction in my bill but they would take away my evening calls!!! Excuse me? Horrendous and they don't care about customers. They have lost this one permanently. Don't touch with a barge pole.
- 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.