3,590 Customer Reviews over 90 pages
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2017-09-01
- Comments
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Call outs with engineers that never show up as the BT rep didn't confirm it. Lines unstable, replacement router sent but nothing fixed. Never dealt with a more incompetent support team. Any issue has to be 'escalated' and takes days / weeks to get anything started.
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2018-05-08
- Comments
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Why didn’t I read these reviews first. The broadband service is the worst I have ever experienced. Slow connection, poor wireless range, constantly drops the connection. I’ve been over 24 hours without a connection once but BT denied there was an issue. The Home Hub is probably the worst piece of kit I have ever used, not does it work with any decent router in modem only mode. Plus not compatible with Apple AirPort Extreme or Express. I tried to cancel my account just outside 14 days and they said it would cost me nearly £900 in fees, despite me having first reported the problems inside the 14 days. They are truely truely terrible and I can’t wait for the day I can leave them for good. Please don’t be tempted by any of their deals as it really isn’t worth the pain.
- Location
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- Location
- Reading
- Reviewing
- BT
- Date
- 2019-07-02
- Comments
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I read the reviews. It’ll be different for me I thought. Let’s try BT. What a mistake. Left Sky for BT business on Superfast Fibre.
Day: 1 No phone or broadband connection. Call engineer to fix, sorted later that day.
Day 2-4: No problems, great router.
Day 5: BT inform us we are leaving them in 2 weeks but we can change our mind and stay.
Day 6: BT terminate our service and give our telephone number back to Sky. Business now in turmoil - no receptionist, no online access. Numerous telephone calls to BT. Can’t find our number, join the complaints queue, no action being taken as we aren’t their customer any more. So much for the 2 year contract.
Day 7: Give us our neighbour’s telephone number.
Days 8-14: BT place 4 new orders, none of them right.
Day 15: Today. We have our telephone number back but broadband now cut off.
We have lost £1000s in business over the last 2 weeks, not to mention face/reputation. I am absolutely livid with them.
For God’s sake, for your sake, don’t go with BT, they aren’t fit for purpose.
- Location
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- Location
- Knutsford
- Reviewing
- BT
- Date
- 2015-10-14
- Comments
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THEY SHOULDN'T EVEN GET 1 STAR! BT are pathetic they have given us just problems since we bought their services. We have no wifi so my son cannot complete his GCSE'S. BT took down any wifi we had! Our 3G bill is through the roof! We have no way of receiving any information via the internet. The contact service was useless none of them knew what they were doing and we couldn't understand them! Very angry strongly recommend you don't go with this service.
- Location
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- Location
- Wales
- Reviewing
- BT
- Date
- 2016-10-19
- Comments
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Absolutely the worst company, in terms of reliability and customer service. Joined then and left a month later, after having to log 3 complaints for a multitude of different issues.
PLEASE DO NOT JOIN BT UNDER ANY CIRCUMSTANCES
- Location
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- Location
- wolverhampton
- Reviewing
- BT
- Date
- 2015-07-31
- Comments
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Really bad service, should be called, Bollywood Telecom, the people you get through to have not got a clue, spent four hours on the phone so far, two hours in chat rooms, got nowhere, they can not even sort out my board band upgrade, over charged for service that was supposed to be free, can I get refund no, they take your money and you try getting it back, the actual line service works well, just a shame no one knows how to sell an upgrade, and sort out over charging,
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-03-30
- Comments
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So bad I'm assuming must be a joke. Ironically after the latest delay with installation they said "Don't worry ... we will call you back on 1 April".
Ordered BT TV, internet (as well as the obligatory telephone line) 6 weeks ago. Since then I have had 26 phone calls, 15 hours of my life wasted, 1 unexplained non-attendance by an engineer and
5 occasions having the Indian colleagues guys putting the phone down on me when they didn't know what to say.
I STILL do not have television. AND spent the last hour on the phone speaking to 4 different people to find out what was going on (3 of them couldn't).
The promise I will have TV tomorrow. But they promised this on Tuesday but then sent me a text saying there was a technical fault
Without doubt one of the worst product / customer service experiences I have ever had anywhere in the world.
- Location
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- Location
- Kirkcaldy
- Reviewing
- BT
- Date
- 2021-11-14
- Comments
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The service they provide is not close to that which is advertised. The internet speed is shockingly bad and periodically goes down for whole weekends. We have complained many times, however, their customer assistants are useless and unable to help in the slightest. One of the poorest service providers i have ever been with. Would not recommend to anyone who cares about broadband speed, consistency or customer care.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2017-02-07
- Comments
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Worst customer service I have experienced. Our internet has now suddenly just stopped working twice in the last two months and it takes them over a week to get an engineer to you. Such a massive waste of time for a poor service
- Location
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- Location
- Worcester, UK
- Reviewing
- BT
- Date
- 2014-12-13
- Comments
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BT fitted a new line for free which seemed excellent. Speeds were 28MB with a low ping.
Fast forward 3 months, my sync is suddenly locked to exactly 20000Kb, ping is terrible (35 when previously 8 to UK servers).
I try over and over to speak to BT, being told someone will contact me and that they are chasing the fault. After weeks of chasing them they finally get back to me and say there's no fault and everything is fine.
Apparently is sudden 8Mb drop on my connection (30% of my total speed!) is normal and is possibly down to, and I quote "more people connecting now".
My old connection had a slightly better ping and would sync at 25Mb. I've moved to BT and EVERYTHING IS WORSE.
I couldn't recommend against them enough.
- Location
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- Location
- Dorset
- Reviewing
- BT
- Date
- 2009-07-29
- Comments
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My speed is much lower than promised. 4 was the promise 2.8 the actual, sometimes lower.
- Location
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- Location
- Fowey,Cornwall
- Reviewing
- BT
- Date
- 2014-07-21
- Comments
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When using the broadband the service drops out frequently even when complaining to them. Then the telephone charges include items I have not asked for.
- Location
-
- Location
- Evesham
- Reviewing
- BT
- Date
- 2018-08-21
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2016-08-17
- Comments
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BT = British Trash. After reading through other people's reviews, I'm really surprised their rating is overall 3 stars, it should be much lower, and you should give a 0 option just for BT. I've used them a couple of times now and each time their service, broadband and reliability is subpar in comparison to other providers. However, this occasion takes the biscuit. The most unreliable service I've ever used, extremely slow and cutting out several times a day for several hours at a time. So this means they are only providing working broadband service to their consumers for a few hours each day, yet charging full prices. They should be heavily regulated to ensure they are providing their customers with service they advertise, or be fined.
- Location
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- Location
- Colchester
- Reviewing
- BT
- Date
- 2017-09-19
- Comments
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Wish there was a minus scale! terrible company the worst customer service I have ever had even from the managers. The managers hanged up on me and the BT staff of many occasions lied to me. Took 2 months for them to install my phone line I gave up in the end and got sky out and they installed within 1 week dont ever use them!!!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-08-03
- Comments
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Absolutely appalling service and I haven;t even received my internet package yet.
Two weeks 4 different people and no home hub?
I would never recommend BT to anyone after this and I wouldn't have them myself had I not already been given a BT open reach box when buying my property.
- Location
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- Location
- West Midlands
- Reviewing
- BT
- Date
- 2016-11-01
- Comments
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I never normally leave reviews but thought I must this time to warn everyone DO NOT BUY BT BROADBAND OR TV
I have never dealt with people that are so uneducated and basically do not have a clue what products they sell.
Broadband has not work properly since we have had it installed, they tell you that you have a 14 day 'cooling off period' where you can cancel your package if you are not happy what they do not tell you is that this 14 days starts from when you place your order so in my case it took them 3 weeks for an engineer to come out and get it all set up on which case my right to cancel no longer exhausts and want £900 to get me out of my 12 month contact.
After spending hours and hours getting through to someone on their customer services department I get through to India where they are reading from a screen and don't understand your problem - "computer says NOOOOO"
I actually emailed them and now have a dedicated person who likes to call every week "to see how we are getting on" but not actually solving our problem"
They have determined that my broadband doesn't work correctly because of where the engineer has set it up - basically on my tv stand.
They have said connection problems is our fault and nothing they can do - but the broadband needs to be by our tv as it needs to be connected to our youview box funny how SKY do not have the same problems as BT.
But don't worry they are refunding me £11.60 as a good will gesture! My direct debit is now cancelled see how far they can take it for me to pay my bill when they have falsely advertised their services and have not resolved my problem
If you buy something from the shop that is broken you expect a full refund something BT do not understand!!!
- Location
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- Location
- Preston
- Reviewing
- BT
- Date
- 2021-09-07
- Comments
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Waited over a month for a refunded bill. Refunded me £5! Had to to ring multiple times this week to chase and get my full refund of £40 to be told today I would be receiving it by check in the next 10 days. Quick enough to take it tho! I cancelled within the first week coz your engineer couldn't be bothered to fit the router in my living room and left wires all over the floor when I have a 1 year old and a puppy. Nothing but hard work. Wouldn't advise anybody to use BT
- Location
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- Location
- Derby
- Reviewing
- BT
- Date
- 2014-07-24
- Comments
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I am 82 years young and have just had the most awful experience with bt upgrade to infinity. They gave me connection dates which never were changed 3 times
Then there technical support team asked all kinds of questions which were over my head my son has spoke to them about asking me to take screws out of sockets and plugging things in I have know idea about I could have been seriously injured if I had taken a 240 mains socket of the wall !!! I have now cancelled my set up and will move to a more competent provider.
- Location
-
- Location
- Reviewing
- BT
- Date
- 2018-02-15
- Location
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- Location
- Windsor
- Reviewing
- BT
- Date
- 2023-10-24
- Comments
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Their business practices are extremely dishonest if not outrightly fraud. They are the kind of business where you need to read every line of thousands of lines of TnC before signing the contract.
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2018-02-18
- Comments
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£50/ month - Slow connection, connection dropped everyday. And yes I did report the fault. I have been woth the company for 2 years now and nothing changes. It’s almost everyday now that I am struggling with this. Still this is not a good internet company provider
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2018-09-04
- Location
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- Location
- fife
- Reviewing
- BT
- Date
- 2015-03-31
- Location
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- Location
- derbyshire
- Reviewing
- BT
- Date
- 2014-11-14
- Comments
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DON'T make the mistake of choosing BT fibre optic 2 (not like the advert!) - mine runs like a snail and I am told you can only get super fast if ethernet connected and no other devices??? That's certainly not what they advertise!!They don't want to know you once they've ''hooked'' you into the 18 month contract (at £28 per month)!!! Seriously look around but avoid this mess I've got!
- Location
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- Location
- Oxfordshire
- Reviewing
- BT
- Date
- 2015-11-17
- Comments
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I just moved and signed up for BT including their BT TV youview package. Broadband fine, but in order to use the TV package you need an aerial, not a dish. My house is new and has a dish but no aerial so it doesn't work. Would not have purchased had I known this in advance.
- Location
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- Location
- Weeton
- Reviewing
- BT
- Date
- 2016-10-09
- Comments
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BT MUST be the worst company in the world when you have a complaint. Total lack of customer service and if they want to test my line ever again and thank me for my patience I shall scream!
- Location
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- Location
- Aberdeen
- Reviewing
- BT
- Date
- 2010-04-26
- Comments
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Broadband speed is extremely inconsistent - varying from 4Mb+ to 0.5Mb-all the time. BT tech employees all appear to be in India with consequent language problems. Despite numerous complaints no lasting improvement has been achieved.The problems always seem to be blamed on "work" going on at the exchange!
- Location
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- Location
- emneth
- Reviewing
- BT
- Date
- 2009-11-15
- Comments
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speed is very poor .7meg, computer locks up frequently, often have to close down and log in again as the broadband fails. Once bt have you signed up for 18months they couldnt give a toss, help desk in india WHAT A FARCE!!!!!! trying to get any sense makes you suicidal, i despair
- Location
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- Location
- Antrim
- Reviewing
- BT
- Date
- 2017-05-20
- Comments
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Renewed 12-month contract with BT to maintain the discount. They said everything would be the same except I could expect slightly faster broadband. When the new contract started the Broadband stopped working and I am left with a flashing DSL LED. Called their help desk and was told I needed to wait 48 hours before the service would start working and they were going to do nothing in those 48 hours to help. Children were off school for study leave had to take them to the local library so they could study. I work from home and had to sit in my car at a local car park and use my phone as a hotspot so I could work as the 3G is useless where I live. After 48 hours still no broadband. Called the help desk (it sounded like a call centre in India) they said I needed to stay on the phone while they tested the line. During the test the line went dead and I was left with only the dial tone, they did not call be back. After hours of waiting I called again and explained what happened. They looked at the notes and said I had put the phone down on the support parson during the test so that’s why they did not call back! They then started querying how I had my name spelling on the account name saying that is not how my name should be spelled. They also had my house number wrong in the system they were now using they had everything correct except they had the wrong house number. This support person was extremely rude to me (it sounded like a call centre in India) They tested the line and said it was fine I must have done something to stop it from working. They were unable to help and were even describing the hub and open reach modem incorrectly telling me there were not the ports on it I was seeing. They said they would send out an engineer to have a look. The following day I looked online when I was using my phone as a hotspot and on the BT site, the fault said it was fixed. I called them again and was told to stop calling them! they were dealing with it!!. I called them the following day to confirm an engineer was coming as their website said there was a fault and when I clicked on the link it said the fault was fixed, they had a look and said they could not see any appointment for an engineer. I asked them were they sure. I told them when the engineer was supposed to be coming and they then said they could now see the appointment. So far no broadband or engineer. I have spent countless hours waiting it queues as their automated system says we are extremely bust at the moment. The children have to keep going to the library to use broadband as their homework’s are posted on Show My Homework website. I cannot do my work properly I need to keep going out in my car to find a good 3G/4G hotspot. I told BT I worked from home but they are doing nothing at all to help me! I would advise everyone to avoid BT at all costs they are a nightmare to deal with.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2017-12-12
- Comments
-
Pasting the e-mail I sent to BT below:
Dear Sir or Madam,
I am not sure where to begin. I have suffered two panic attacks today, cried a lot and spent 4+ hours on the phone and on online chat to your advisors.
The service I have received is absolutely disgusting. I cannot believe the customer service team at such a big firm is so useless and incompetent.
It all started when I wanted to submit an order for moving home. My address was not on the list so I had to do it over the phone. After waiting an insane amount of time I was redirected 5-6 times to different teams. Finally, it seemed like I am seeing light at the end of the tunnel. A very nice lady promised me she submitted my order and that she booked in an engineer for 2nd Jan. This was not ideal for me but it was the best they could do. She also assured me my new address has the fiber service available.
At this point I thought it was done. After not receiving an email with my order for 15 mins I decided to check my online account. Surprise - the offer said rejected! I immediately called again. This time it only took 29 minutes to reach the correct team. We started again with the order - it turned out my new flat does not have fibre and would not be able to transfer my current broad band and TV package. The lady suggested some other options which were available - at this point I agreed to anything. I was crying on the phone and I just wanted to sort things out. She then says my engineer appointment would now be 9th Jan. At this point I was breaking down - this meant I could not work for an extra week (I use WiFi for my job). I had no other option - I had to agree. She then put me on hold and the waiting began once again. After long 17 minutes she says: "Im sorry but it appears I cannot submit this order, I really have no idea why." As you can imagine, the 9th of Jan slot now seemed like a dream - it seemed like even in February I will not have internet. This was my breaking point and I decided to cancel my contract all together. The assistant told me since you can no longer provide me the same services at my new home I will be able to cancel free of charge with a 30 day notice period. This meant I would pay some extra weeks but I didn't care. We agreed the services will stop on 2 Jan and I will pay until 12 Jan. She told me it's done and wished me to feel better. I think she actually really felt bad that I was crying because of the obvious incompetency of these people.
After the call I was beginning to calm down. The contract was cancelled so I went ahead and arranged another firm.
I was scrolling through my emails when I saw my confirmation of stopped services. I was relieved. I did not want to even open the email - I had such hatred in my head still. But I opened it - and almost had a heart attack. The email said my services will stop on 20th December?????? Not only that but as a Christmas present maybe I had to pay almost £700. Imagine my shock. Immediately, for the 16th time that day I connected to the online chat. Of course they couldn't help because I needed the FTTF team. And so the waiting to connect to this magical team began once again. This one was actually not too bad - only 14 minutes. I gave my details and the agent said she will check in a minute and come back. Once again I had entered the dangerous game of being on hold. At one point I considered hanging up but I decided to persist. After 20 minutes of checking my account she came back to say she could not amend this order and has no idea why it went wrong. The solution is to cancel the order which will take two days and then on Saturday when she is back in office she will try to re-submit the order. I had no option so have to trust that she will do that.
In the meantime I am left with an incredible amount of stress - I still do not know what will happen and I am disgusted with the treatment I have received. I am still shaking and crying - I am as helpless in this situation as useless are your employees. I am now actually considering becoming a BT employee only to be able to fix my issue.
I didn't know where to start and I do not know where to end. I guess I will just say again how extremely disappointed I am especially being a customer for some time. I am hopeful that one day my contract will be cancelled successfully and I will never have to interact with you ever again.
Kinds regards,
Bilyana Karadzhova
(a very stressed soon-to-be ex-customer)
- Location
-
- Location
- plymouth
- Reviewing
- BT
- Date
- 2014-12-15
- Comments
-
responded to a 12month free infinity our bill in last 2 months went up from40 to 55pounds per month was to be sorted apparently hasnt so annoyed now we are pensioners and our usage has not changed so why the 15pounds being added on what was advertised as 12months free
- Location
-
- Location
- Bath
- Reviewing
- BT
- Date
- 2015-03-14
- Comments
-
DON'T GO WITH BT - THERE ARE MANY CHEAPER OPTIONs. THEY ARE THE MOST EXPENSIVE AND THE MOST ANNOYING PROVIDER.
I've just been stitched up by BT. I moved house and stupidly, to keep life simple decided to move with them. This meant that I had to change my account, as I was persuaded as it'd be cheaper.
Now here in lies a snag. You only get 14days from the request to get a BT account, even though you may have been an existing customer, to ditch it. Not 14 days from when the account commences or the standard 28days you get from the majority of services/products you purchase.
BT said I would have service on the 2nd, then the 4th, then 6th, then 9th. This meant a full 7days without BB, with the phone link kicking in on the evening of the 6th. The phone line was noisy for 5days. Every time I received or made a call the BB cut out. It did restart but was frustrating. So I need an engineer. To add insult to injury, I get read out a standard if your equipment is at fault you will be fined £120!!
When I complained and requested compensation, well guess what folks, they will only offer compensation after the fault has been fixed. Dire customers service - and I mean the UK call centres. Awful.
As soon as I'm can afford to I will be ditching BT.
- 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
- Eastbourne
- Reviewing
- BT
- Date
- 2014-09-29
- Comments
-
DO Not get BT broadband speed of 0.5 download despite calling changing equipment etc now billed for 400 for breaking contract x Be AWare ripped off terribly
- Location
-
- Location
- london
- Reviewing
- BT
- Date
- 2015-05-04
- Location
-
- Location
- Gloucestershire
- Reviewing
- BT
- Date
- 2019-12-09
- 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.
- Location
-
- Location
- Coventry
- Reviewing
- BT
- Date
- 2016-10-17
- Comments
-
Stay away from BY at all cost, customer service is a dirty word to this company, they 100% admit I'm being overcharged every month !! But after 5 months they have done nothing about it.
God knows how many hours I have now waisted trying to sort it, you just lose the will to live.
- Location
-
- Location
- Uxbridge
- Reviewing
- BT
- Date
- 2015-02-12
- Comments
-
I am ex BT. When India starting controlling our install & mtce work it all went downhill overnight. When we had Ifinity2 upgrade an ex Railway guy who had worked for BT for 6 weeks did install...did not understand how to reconnect extension wiring to new master linejack..ha ha ha..
Feel really sorry for all BT customers. Service now is terrible.
A few managers I had were diamonds,
the rest completely useless.
- Location
-
- Location
- inverness
- Reviewing
- BT
- Date
- 2022-03-28
- Comments
-
Awful! please if your looking for a new network stay as far away from by as possible the speeds are horrendous and reliability is just as bad, as for customer service we’ve tried getting in-touch about the speed multiple times and all they did was send us a new wifi hub, exact same model as before and just as slow. i would not recommend
- 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.