BT Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for BT.

Recent Customer Ratings for BT

  • Satisfaction
    3.2 stars
  • Customer Service
    3.2 stars
  • Speed
    3 stars
  • Reliability
    3.2 stars

Based on 2855 customer ratings since 2021-08-12 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,298 Customer Reviews over 83 pages

  • Reviewer
    Location
    Warwickshire
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Worst company ever!! Had broadband and landline problems for over 11 months. My broadband drops out over 100x a day! Also when the broadband cuts off so does my landline. Every time I ring to get the issue resolved the " tech " department runs a "test " tells me I'm a liar and there is nothing wrong with it then puts the phone down on me... the only time you get to speak to someone in the same country as you is if you ring to cancel ironically... i have had numerous engineers out for nothing to be fixed and still paying FULL PRICE. One of the engineers had crossed over my landline so someone with plus net had my number and I had nothing.. still being charged for the phone calls they made!! I've made complaint after complaint. Somehow ended up with bt sports package I asked to cancel that. Never got done I was made out to be a liar over asking to cancel that too. Avoid at all costs. I'd rate 0 stars if I could the company is a disgrace
  • Reviewer
    Location
    Hollywell
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    I recently (Nov.5th) 'Upgraded' to a more expensive package from BT and ever since my download speed has collpased, but my upload speed has doubled???
  • Reviewer
    Location
    Peterborough
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    I am supposed to get at least 3mbps out of a package supposedly for 8mbps. As I live less than two miles from the relevant exchane (in a straight line the download speed of 0.94 mbps and upload speed of .331mbps are absolutely appalling. I have complained, had the line checked, etc, etc, and all they can tell me is that the speed is unlkely to improve! I cannot get a cable supplier, as the street I live in is paved, not tarmac, and, despite there being a utility strip down the side of the road, the cable companies will not lay it.
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I've been at this property for approx 4 years. for 3 years and 6 months, the connection I couldn't complain about. approx 12Mbps, but it worked. probably dropped connection about once per week. either wifi dropped, or hubs connection to the net dropped. no real problems.

    for the past 6 months (second half of 2019), the speed has gone up to 20Mbps (which is nice) but my connection has been dropping, probably up to 5 times per day, either wifi, or hub to net. it is starting to get slightly irritating. websites will stop responding for no reason, 5 second delay, then "no internet" message. wait 20 or 30 seconds and it usually comes back. I haven't contacted customer service about it yet.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I've been with BT for 2 years and everything was Ok until I moved homes. Since then it's a constant and very frustrating 2-month struggle to get connected.
    During these 2 months I've been connected through a mini-hub as a temporary solution and trying to get connected properly as the mini-hub connection is really poor.
    During these 2 months I've been in contact with BT a countless amount of times, spoken to many of their staff members, spent every time an hour on hold while they were forwarding me to different departments and trying to figure out what's going on with my account.
    The inconsistency of their work is really shocking. Each one of them says different things and names different problems but the job is still not done. During these 2 months I got a number of contradictory messages from a number of BT staff members: your broadband will be activated tomorrow just connect your router at midnight, your broadband is in place but the landline is not, we need to send our engineer, our engineers don't go to the households due to the lockdown, your engineer will arrive on Wednesday, our engineers don't go to the households, your engineer will arrive on Friday, your appointment is cancelled, your appointment is rescheduled, our engineers don't go to the household, your appointment is cancelled again, your engineer has arrived and sorted everything out, connect your router, the engineer hasn't been there nothing is sorted we will schedule another appointment, your appointment is cancelled, get in touch to schedule another one, your package is fine, you are not at any package, no, your package is fine...
    Halfway through they forgot to add some allowance to my mini-hub and I had to spend one day with no Internet whatsoever. And it was my working day so my work was paralyzed for the whole day.
    After 2 months an engineer from Openreach arrived sorted out the broadband and the landline and the Internet was working for the whole day.
    Next day the connection disappeared and another BT team member said that somehow my broadband hasn't been added to the package so I need to wait another 5 (!) days before it gets activated. I have no idea how after 2 months since my move the broadband hasn't been added to my package.
    So far my experience with BT was incredibly frustrating and I wouldn't recommend it to anyone.
  • Reviewer
    Location
    Sheffield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    So many problems, have been told will be contacted within 24 hours so many times and they never have. Their customer support is non existent.

    I would avoid at all costs, they couldnt get our phone connected for weeks. Then took longer to sort broadband despite calls and on-line chats. My wife and I have wasted so much time.

    Have reported them to OFCOM over product miss-selling.

    Consider other providers before BT, they are a broken company.
  • Reviewer
    Location
    Wandsworth
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      3 stars
    • Speed
      2 stars
    Comments
    Switched over to BT broadband from Sky.They couldn't manage to get the service working for 3 weeks! They eventually did and 1 month later it broke down again, have been waiting one month to resolve this with hours spent in the phone 3 engineer visits, who seem to come and leave without ringing the bell or calling before filling out their notes saying unable to gain access. So many promised call backs that don't materialise. It's total incompetence. Never been provided with such a shocking service in my life
  • Reviewer
    Location
    Telford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      5 stars
    Comments
    It ought to be illegal to describe 2BMit as "broadband".
  • Reviewer
    Location
    Northants
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have no issues with my current BT set up it works fine. I am however changing my ISP because BT cannot solve issues(well my issue) without you having to to be called, or you call them, over 30 times and counting to fix something.

    They lie

    I have been told my issue is fixed 4 times. It has not been.

    I have never spoken to the same person in customer non service team.

    They lie.

    They created a false account to supposedly fix my issue which they assured me would be deleted and then started to charge me for it. Oh! and they can't cancel it straight away for some unknown reason.

    Some of there customer non service team are polite but most are rude and don't listen to you.

    They call you back at the wrong times.

    They cut you off.

    They put you on hold for 10 minutes.

    You try their live chat and they fix the problem. Yeah! Oh! maybe not. They lie to you saying your problem is fixed as it is still there the next day.

    Have I mentioned that they lie.

    They say your issue is now solved can we close the complaint. You say yes thanks for solving my problem. The next day the issue is still there. Never ever close a complaint until you are sure it is done otherwise you start all over again.

    In the last couple of months I have spoken to BT more than my friends and family and my issue is not resolved.

    If you enjoy pain in your life then sign up for BT broadband. If I could give 0 marks I would.

    When my switch is complete I am going to smash all there equipment up and post it to them. Oh! and because it was a nightmare joining BT. I have 4 sets of stuff. They messed up my order so badly, they kept cancelling it and doing another order so I ended up with 4 sets!

    BT are incompetent idiots.

    I feel much better after that.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    What customer service? Six days to fix a line fault in this day and age? Typical of a large company...they just can't deliver good old fashioned customer service. What's more, they don't appear to care.
  • Reviewer
    Location
    Glasgow
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    Do not go with this company!!!

    Customer service is the worst I've ever seen or dealt with! Every time you speak to someone it's either the wrong information giving or doesn't get logged. Each advisor tells you different things each time you phone and has you believing everything is sorted for you to later find out it isn't. Then they make out your the lier because they haven't taken any record of your call. Even the managers are no help, they don't even call you back when they said they would. The worst company!!!!!! Never will I be using them again!!
  • Reviewer
    Location
    Maldon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Replied to and e/mail an upgrade as it seemed to be offering a speed upgrade.So I payed for a different router.When checking my new router there was no difference .I complained to find out it wasn't the upgrade I expected? The upgrade the e/mail was offering ,no mention of extras, bt was offering was mentioned in original e/mail ??
  • Reviewer
    Location
    lancing
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Utterly appalling service. Took at 18mths contract with BT, the rep on the phone convinced me to take BT TV though not that bothered about. Didnt mentioned that taking this extends broadband contract to 24mths and because I didnt read the small print as assumed it was 18mths as discussed am not signed in for 6mths longer than I thought and broadband offer only ran for 18mths so now paying more. This is an elaborate con and was miss-sold. Never to with BT again
  • Reviewer
    Location
    Stone, Staffs
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I'm getting the impression customer services are hiding/running away from me.
    I've been a loyal customer for years for both telephone and broadband.
    We have just had fibre band trunked to our village and whilst waiting for the endless failed installation dates I decided to review my contract with BT on the promise that I would be able to upgrade to fibre when it eventually came. It came in November and BT have just slashed the cost accross the Internet. Nowhere does the advert state "excludes existing customers" the usual BT con. When you attempt to order it (on line only) you are asked to enter your land line etc when suddenly the price jumps from £10 to £24. I called BT sales who tried but couldn't explain either.
    BT like so many other companies who don't want to contacted make it so difficult for people to email them by putting dreams and reams of smokescreen and diversive links to divert us away from the "email us" links. They lodged a complaint on my behalf and said I would get a follow up call. I've heard nothing. BT provide an appalling customer loyalty programme when it comes to upgrades and renewing contracts. Where are you? Why are you hiding and avoiding me?
    When are you going to start treating customer retention as a priority rather than taking advantage of the hassle of migrating to their competitors?
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      5 stars
    Comments
    Speed is often around 31 can get 40 in the middle of the night. It is now 6.30 am and speed is 24. What happened to the advertised 52? Speeds have got slower through out 18 contract. Very close to exchange and junction box. They keep putting up the price so while I contracted for about £18 it is now £26 I think this is a travesty on an 18 month contract. I cannot get out of it, but they keep increasing the price. FON good. Customer service appalling. Cut off my internet all together when switching to Fibre. Took me many hours of chats and phone calls one of which they charged me £26, Getting past their voice activated switch board is a nightmare. You have to hold the line and make no noise and it reverts to a key pad operation, But do not even breathe, Talking to India mostly incomprehensible. Chat understandable but they have no authority to do anything, I hate BT with a vengeance after 45 years as a customer the last 18 months have been a nightmare. Their India operatives have no knowledge of basic uk commercial law, They have been overcharging me for 18 months. Fon and BTwifi when out is excellent.
  • Reviewer
    Location
    Silverstone
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    This company is shocking I moved into my new home and gave 2 weeks notice to BT that I was moving. I spoke to home move team who explained I will be getting my hub posted and a engineer was booked also, I was happy with that set up.

    On the day of the new hub arriving I rang to find out what time they were turning up. This is where the problems started. I was calling the customers services team they did not recognise i had moved and could not find the information regarding any engineers or Wi-Fi hub being sent then they cut me off.

    I rang again and that person also said the same thing. I called up a 3rd time and they found my details without any problems? I was then told I would have to wait, 3 more weeks with no phone, WiFi or TV.

    I made a complaint 1 week ago but have heard nothing back from them. They are the worse company I have dealt with, they lie and tell you stuff that is not true. The funny thing I have texts and email confirming it all.

    I have no choice but to use these jokers I will be emailing the onbusman, and telling everyone because they want to ignore me.
  • Reviewer
    Location
    Derbyshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have been with BT for a number of years, since I moved out, and have always had broadband with BT. We are now moving house so we had to cancel for the short term as we are moving back to my parents. Because of the covid-19 outbreak everything has been put on hold. Having only beenndisconnecred for 1 week I called BT to ask if we could temporarily re connect, taking into account the current situation. They said there was no way they could do that and all I could do was sign up for a 24 month contract. I would have thought they could help out loyal customers but obviously not. I wont ever be using BT again.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Had 12 months of serious broadband issues, now have issues with a mobile service too.

    Let me explain - I noticed broadband connection issues, called out their Openreach guys, fixed it so no problems right? - Wrong! lost connection 3 times more, engineer sent out, he hooked up terminal to my line box which displayed a different number, so he went out to check, returned to say my private line was unplugged (stolen) obviously previous engineers working etc - then told there's ample space for new lines etc - then fixed issue and made report back to BT. BT sent the standard email eg: case closed, then line got hijacked again - altogether lost about 2 months internet time, which after months of phone conversations was eventually credited to my account.

    Took out a 2nd service - a mobile phone contract approx £372 pa for I Phone SE (6 year old phone!!), which was a 'recommendation' from 'Sales Dept' - sounded ok, biggest mistake I made -- phone battery issues galore, to a point where phone battery depleted from 8 hours a day (only switched on, and no other usage) to a mere 3 hours after a full recharge!

    BT wouldn't take responsibility, tech support was refused, so got passed to Apple instead. Problem was the battery, Apple sent just a refurbished replacement model, not brand new or a newer model offered.

    Moving on 7 months later - they double billed me due to 'automated billing system error' - which messed my finances up for 3 months, BT tried to stick me with an engineer call out fee of £180 - based on their customer service suggestion and insisted a broadband check be done at my end to help solve the slow speed issue.

    Fault was found to be BT's and not damage to my equipment etc - so another credit made to my account - I should think so.....

    Forward a few months and I paid my mobile bill by credit slip at my bank. BT sends me a reminder to restrict my service etc, I explained it was paid 20 days earlier, assured my service was restored, but I owed them £55 for 'other mobile services' which they couldn't explain what these extra's were - actually illegal as all charges must be billed in detail which this wasn't - I questioned this, requested in-depth details and promised to pay once proper itemised bill is forwarded - but none came, yet their still trying to bill me for a non existent extra that I know I never requested as my bill is just for the phone and is one charge only for unlimited calls. so nothing else to pay.

    They then sent me a further reminder, threatening account termination, along with debt collection action and that I would be stuck with extra fees for non-payment etc - a very aggressive letter indeed. If only they checked their bank account to see the bank transfer, hmmmm. So got proof of payment from my bank, agent reconnected my service, but few days later - BT disconnected me again for reasons unknown.

    Don't get me started on the nightmare call transfer system they force on their customers, or the rude agents intent on blasting policy instead of active listening skills that should be employed to understand the mere basic of info needed to sort an issue.
  • Reviewer
    Location
    Crewe
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I don't leave reviews as a rule but have had enough of this terrible service,My broadband drops at least once a day(today it 's dropped 8 times)Customer service always want to send out an engineer when they have already done it (don't they know people can't keep having time off work)and found the problem is not in the house.BT did offer to compensate me for 2 days without internet .They offered a grand sum of 13p!!!All I can say is I'm going back to PlusNet ASAP
  • Reviewer
    Location
    Essex
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Having been with BT twice over two separate 12 month periods, I have to say the company as a whole is TERRIBLE.
    I have no idea how the staff pay structure works but I am going to guess that they get a financial incentive to extend or sign up customers to longer contracts.

    My first experience was that I had ordered broadband, and having not received my hub on the date given, I called up and asked.
    Only then to find two boxes arrived. I called up and spoke to an Indian call centre to find he has signed me up for a new contract.
    This happens 4 times over a 6 week period. I had 4 running contracts running at the same time and was a huge ache to then revert back to my original sign up date, as all they wanted to do was start my contract date from the last one they had wrongly issued me.
    On my most recent experience, having signed up for a 12 month contract, I had problems with my speeds and called them after a week. They said they will give me the faster service (for £x extra) which I agreed to. That was pretty much it.
    When it come to cancel my 12 month contract, I was informed that I had agreed to sign up for an 18 month contract when my speed was increased.
    Something not mentioned once.

    There is no integrity in the staff whom represent this shocking company.

    Speeds are ok but intermittent.
    Customer services is cr4p
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Customer service appalling
    One of the most expensive out there but extremely bad service takes over three weeks just for the engineer to come out and connect
    Once connected always problems
  • Reviewer
    Location
    Surrey, UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Existing BT customer here, just looking to change the point the internet cable comes into the house, as part of a refurb. Organised a date with BT 2 weeks ago for an engineer to come and do this.

    We were given a window of 8am-1pm. No one here by 12.30, so we rang BT customer services and were promised an engineer was on their way and were just held-up. My wife stayed in for the rest of the afternoon, with our 3 young boys, holding up the refurb work, only for no engineer to appear.

    We ring BT this evening to understand how no one can appear and how the guidance at midday was that someone was on their way, only to be told that this was booked as a remote service and no one was ever going to come.

    Absolutely shocking service. Building works held-up and can’t even find an apology, let alone a suitable revised date for the work.

    Will now be leaving the service and would strongly recommend anyone assessing different suppliers to avoid BT. Their service is shockingly bad for such a high profile company.
  • Reviewer
    Location
    durkin
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      1 star
    • Reliability
      4 stars
    Comments
    Bt should spend some of their millions doing up all their network to fibre optic, as we find out in local areas like easterhouse barlanark springburn carntyne they dont get the promised 8meg broadband we get 2 if we are very lucky last night mine dropped again to under 1 meg which is appaling as i pay the same price that other people do who get 8mb and above.
  • Reviewer
    Location
    Lincoln
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Very poor customer service as they insist they sent a letter regarding 2018 September price rises.
    As I am greater than 30 days since letter was sent I cannot cancel my contract.
    This was the same senario the last time BT INCREASED its prices.
    Funny how these letters are very in portal but are not sent recorded delivery.
    What a joke.
  • Reviewer
    Location
    Newtownards
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Woeful, abysmal customer service. They wanted me to return the router as they were sending me a new one. kept getting constant texts to return the old router. Had to phone customer services numerous times to get jiffy bag to send it back. BT store in local shopping centre didnt have them. Got proof of postage from post office. The texts still kept on coming, then a final bill for £50 for not returning the kit. Absolute Joke, stay away from them, customer service are awful they don't care one bit about you or your problems. Line speed good and and at speeds as advertised, but would never return on principle. Please give them a huge swerve and go elsewhere.
  • Reviewer
    Location
    Cheltenham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I had been with plusnet for a year and had No issues at all. Probably only really needed to restart my router about 3 times in a year.

    With BT now for a month, as I wanted to get bt sport.the internet is terrible. I used tobe able to get a potential speed of 16ms/s and now I am downloading a file which is 424mb and it says it will take 6 hours! I restated my router and still the same. Very poor
  • Reviewer
    Location
    TETBURY
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    over last 8 weeks BT Download rate has been well below the 52 Mb/s guaranteed value.
    getting BT to address the issue (Indian call centre!!!) is frustrating.
  • Reviewer
    Location
    Donaghcloney Craigavon Co Armagh NI
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    I live in the Lagan Valley (the largest populated area in Northern Ireland)and my Broadband Speed varies between 0.310mb and 0.120mb, BT's charter stipulates that all households would have a mimnimum speed of 0.512mb by 2009. I am registered Disabled and use my computer for shopping etc. My computer is only one year old running Vista. BT are absolute rubbish at getting anything done to speed my broadband up. They are helpful on the phone but useless on the ground.
  • Reviewer
    Location
    Hockley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Worst company I have ever dealt with, they lied about the price and since then I have had nothing but issues, cannot wait to leave them.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I have never experienced such poor customer service on all fronts. I have just raised a security issue and been told that to fix it I will have to use a chargeable service. I spent countless hours online and on the phone trying to fix the infinity connection problems and it was like getting blood out of a stone. I am counting down to the end of the contract with bt.
  • Reviewer
    Location
    Kettering
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Sad Sad sad!!! Years ago worked for BT when it provided a brilliant customer focussed service! Yes it had not been privatised. Now! Take out TV and Broadband contract 30th December, TV not operable remote and box suspect, engineer booked for three hour slot! Does not arrive one hour on phone to India three contacts. Transpires engineer reported not enough parking space? (There was!) But not contact!
    Moral unless you have parking for gigantic vehicles! Dont use BT.
    On their plus side presented first bill within 6 days , so they can be quick.
    Also may help if you can speak Indian.
  • Reviewer
    Location
    North Manchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Cant really comment on speed and reliability as I am trying to change from sky to bt , but they way I was treated by the customer service people I am now in two minds. The appear to thing everyone knows everything about computers ,tv`s and the packages they offer, I only wanted a bit of advice, but it may be that bt are making too much money to worry about customer satisfaction , ah well sky will be happy
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Worst customer service I have ever experienced. The operators never do as they promise.
    I had to cancel twice and even then they got the date wrong.
    I was billed incorrectly and promised a refund (even have the email proving it) but instead was billed again and told it was to late to stop that payment.
    Cannot put into this short review just how useless this company has been.
  • Reviewer
    Location
    Axminster
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Switched from Pipex to BT I was told it would be faster but no real difference. The switching process was awful BT in breech of contract twice legals pending. Customer service absolute chaos Mind you so was pipex, talk talk. No money has been invested in Axminster exchange for years total rip off for what you get.
  • Reviewer
    Location
    Dougie.
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    I have claimed that broadband speed I very slow.
    They keep agreeing it's slow and they are working on it, this has been going on for over four weeks , it's still the same.
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Setup was a nightmare. Utterly horrid. I have never been so stressed before in my life. Despite giving all advanced warning installation only started 2 days after at which point we were informed (after being on the phone for over 2 hours and being transferred to and from 3 different call centres), from the technical support suggesting that I go out and purchase an old fashioned telephone to test the line from my socket to their exchange.
    They couldn't make it any faster and it was totally stressful especially with my wife needing internet to study from home in the middle of moving house.
    We also had this idiotic broadband talk which was never properly explained to us and seemed to half work and which I asked to be turned off - with the lack of paper bills it was only recently that I noticed that this was *still* being charged for despite my request.
    However, speed is good. 18meg/20 consistently, occasionally connection cuts out requiring a hub restart which is a bit annoying. It's fine now, after setup, but the whole process reflects poorly on their customer service. My wife hates the random cut-outs and wants to switch to virgin but their customer support isn't much better.
  • Reviewer
    Location
    Leyland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Having been a BT customer since 2010 I have now got so fed up with their new customer offers that I have contaced them to cancel with the aim of moving to Plusnet and then returning in a year. However because I have a £1.31 discount till June 2015 they want to charge me £130 to leave - thats 10 years of the discount which in itself only lasts a year. So I asked to discuss it with a manager the call centre operative flatly refused to put me in touch with one - basically these are the rules take it or leave it. so I'm stuck with BT till June 2015 what a total Rip off
  • Reviewer
    Location
    London UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Internet speed is fine, but drops out randomly for anything from a few seconds to a few hours. This can happen very frequently.

    This is especially annoying if you're playing a video game and the whole game freezes leaving you powerless to react.
  • Reviewer
    Location
    Buckingham
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      1 star
    • Reliability
      4 stars
    Comments
    Its ok if nothing goes wrong, but any "Techie" calls go to India and the English is barely understandable - no use when trying to explain things. I was trying to get to the bottom of why I was getting a low signal but I couldn't understand what the Indians were saying and they couldn't understand me !! Left in the lurch.
  • Reviewer
    Location
    Don’t
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      2 stars
    • Speed
      3 stars
    Comments
    BT have an OK broadband speed, this is not just me but other people I have spoken to. However they also have a very poor customer service, and broadband reliability is something which almost doesn’t exist when you’re with BT. Internet randomly shuts off, currently using my mobile data to write this review because the internet shut off again would you believe it or not. Wouldn’t recommend, go for Virgin Media instead.

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