3,590 Customer Reviews over 90 pages
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- Location
- Datchet
- Reviewing
- BT
- Date
- 2021-09-09
- Comments
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Absolutely irresponsible service. The engineers didn’t turn up on the date I have been given. When I called BT customer service they don’t have any clue/ they did not contact the open reach. The date I was given was 3 weeks after order — very delayed set up dates.Even after waiting 3 weeks nothing has been done by them. Then they have me another 3 weeks time. Which means 6 weeks for installation. No communication from them. I had to call millions of time to understand what’s happening. And when you call each person come up with differing information. Basically I fed up with the long wait and moved to virgin. They gave me 1 week time to set up. Let’s see what virgin can do!
- 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
- Cleveleys
- Reviewing
- BT
- Date
- 2021-09-02
- Comments
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Absolutely vile to go for. Awaited for 3 weeks now. Got our first appointment last week and the engineer could be bothered coming out, got told we had been booked in yesterday 1/09/2021 and they changed it to today 2/9/2021. To then find out the engineer has not been bothered to come out again. Had a text to say they will review and book me in for a couple weeks time. We live in an area of no service and need internet and when they make 4 failed promises on us and don’t stick to their agreements it makes me think is the owner actually disabled? Does he has something wrong with him? They’re lying scumbags who just want your money and won’t provide a service. I’ve got better chance of having a gangbang with the hottest pornstars than them following through with their promises. Ugly little turds.
- Location
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- Location
- Tunstall
- Reviewing
- BT
- Date
- 2021-08-31
- Comments
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Overall I have been very satisfied with the broadband both it's speed and reliability. But I can't give a rating for the customer service as it is almost non existent. Up to this year I have never had any issue but since June this year after making a complaint BT have given nothing in the way of customer service. They keep using the excuse of the pandemic but that is all it is, an excuse for not keeping in contact with loyal customers. Very poor.
- Location
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- Location
- Aberdeen
- Reviewing
- BT
- Date
- 2021-08-29
- Comments
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Worst customer service I have ever had on the phone for 40 mins and hang up then act like its your fault for not phoning! Absolutely awful company overcharge for rubbish service and make you pay when there is no WiFi
- Location
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- Location
- Uckfield
- Reviewing
- BT
- Date
- 2021-08-26
- Comments
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You have to wait for them one month to come and install but when you are waiting for them they put your appointment 15 days later without telling you, after two month since I ordered I had to order another broadband.worst customer service,
- Location
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- Location
- NEWCASTLE
- Reviewing
- BT
- Date
- 2021-08-25
- Comments
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A few years ago, my BT Internet was really bad. It was never good but it became so awful I was getting less than 1MB. This is over about 5 months. Sometimes no internet at all. I complained numerous times to BT. I was lied to. I was ignored, and when I told them they had to sort my Internet out, or I'd leave, they arranged for a BT engineer to call at my house. I waited in all day. He never came. I had to stay off work for that visit and when I rang BT to complain, they told me an appointment hadn't even been booked. I was furious. I'd had enough of their lies and very poor 'service'. I left BT and subscribed to my internet elsewhere. Before doing that I asked if I owed BT any money and they said no. In fact they owed me 3p. I left it at that. A year down the line I got a letter from a debt collector saying that they were representing BT and the 'DEBT' I had incurred with them. Apparently just after leaving, BT had slapped a £420 fine for leaving 'out of contract'. Yet for me they BROKE the contract by not supplying a service. I was outraged. I finally had to pay the 'debt' because it went to the County Court. I had never had any outstanding debts in my life. But that filthy dirty company BT made me into someone who has a debt collector on his back, and now I have a black mark on my credit report. Disgusting, appalling. And I had to pay £420 plus COURT costs. AVOID!
- Location
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- Location
- Paisley
- Reviewing
- BT
- Date
- 2021-08-24
- Comments
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Shambles from tech support to chat support. False promises on new hub delivery times and costing me more money... almost as if it was a strategy to make more out of existing companies. I've lost trust
- Location
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- Location
- Solihull
- Reviewing
- BT
- Date
- 2021-08-22
- Comments
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Worst wifi ever, dosent even work properly cuts out every few minutes if i could rate it no stars i would.just because every other company buys there supplies from here dosent mean its a good company. sort your wifi out we switched from sky because its cheaper to use BT, but definatley wasnt worth swapping, the wifi and signal has never been so bad ever. had to buy 8 boosters that dont do anything either, waste of your money
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2021-08-20
- Comments
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Dealing with BT was a frustrating and futile experience from start to finish. Two months after signing up for an ultrafast fibre to the premises (FTTP) service, I had to cancel my contract as BT had utterly failed to install the service. They blamed Openreach whom they said were going to replace a telegraph pole as the existing telegraph pole was alleged to be unsafe for the engineer to climb.
At first I was given “ a 100% guarantee” this would be done within two weeks of the original installation date, then given a series of other dates by which this work was to be done, but nothing ever happened by any of these dates.
I asked to speak to a BT manager, this was refused, i made a complaint, nothing was done. I asked to speak directly to Openreach, this too was refused. BT never got in touch with me to explain what was going on at any point, I had to phone them repeatedly. Every piece of information BT gave me was incorrect. It became clear that Openreach had no intention at all of replacing the telegraph pole. Even now, BT continue to advertise that FTTP is available in this area despite knowing it isn’t as it can’t be installed due to openreach engineers refusing to climb the old telegraph pole and Openreach having no intention of doing anything about this
I had to keep extending an expensive older broadband throughout this period with no apology or compensation offered by BT.
A miserable experience a from a dreadful company.
- Location
-
- Location
- liverpool uk
- Reviewing
- BT
- Date
- 2021-08-19
- Comments
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I am raising this complaint in regards. two days waiting for a delivery from BT, 1st day i receive a email that phone be delivered between 8am and 9am i live in 3 story flat facing the front, no sign of a dpd van, then i received a email telling me i missed him, i dont know were the driver is but he sent me a photo of a bungalow i am in a 3 story flat, today same again delivery between 11.30 to 12.30 today not showed again, i rang dpd liverpool who advised me he is in the wrong place and advise it will be delivered, not shown up, yet again. i cancel a hospital appointment because dpd liverpool told me it will be delivered today 7.30pm no show again, i have been onto BT and cancelled the item plus all products i have with BT as this has happen before and had to pick the items up from depot, i am not doing it this time, the name of the drive is marcus and because of this i lost 2 days sitting around for item that never showed up,Know spoken to BT and terminated all product, if they cannot get a proper delivery service i have nothing to do with them, i have a lot of items deliver through hermes without any problems, the driver did not attempt to ring if he was not sure were it was, know it costed me time and costed BT now everything i have with BT is going back, you company does not provide a service it provides a headache for its customers. i will be posting on social media as to whats happened and seeking advise regarding wasting my time and and a numberof telephone calls to liverpool office, i await you answer as BT will have question to ask yourselves. when is bt going to realise there losing money and wasting ppl's time
- Location
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- Location
- South Elmsall
- Reviewing
- BT
- Date
- 2021-08-15
- Comments
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It's the worst thing I've never experienced. For the past few months I had a nightmare with this ****** company. I nearly got fired because of you're internet conection. They promised me that I would have minimum of 5MB/s and I have 0.8MB/s, I've opened 5 complains about this and no one cares as they said: there's nothing we can do about it. They've charged me for a things that I no longer have. They're the worst. If you need a broadband, do not choose BT.
- Location
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- Location
- East Sussex
- Reviewing
- BT
- Date
- 2021-08-11
- Comments
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Its hard to rate a company that offers such a blend of incompetence and dishonesty. If they tell you a thing will be delivered on a date it wont be, when they assure you they are sorry they are not. They are so useless its to the point when you think it would be less effort to be do the job right
- Location
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- Location
- Hastings
- Reviewing
- BT
- Date
- 2021-08-11
- Comments
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The worst customer service I have ever experienced. I made two complaints and both completely ignored. Having set up a new BT broadband service 2 weeks prior to my move in date there was some difficulty receiving the equipment. After waiting for the service start date it didnt work. I phoned help service and after 2 hours talk to different staff was told the service had been cancelled because the previous BT customer at that address refused to let me take over the line. BT did not inform me, and then I got a threatening letter telling me to return the equipment or I would be charged. I logged complaint and was told someine would call me. Nobody called. Another 2 hour phonecall from me and a second complaint resulted in new service being ordered, and told I needed a whole new set of equipment, and send the first lot back and wait 11 days for connection. I was told there would be a £20 goodwill credit and be offered compensation for dreadful service, but no evidence of this. Service now working, no contact re complaints,deamands to send initial equipment back even though no prepaid envelope received, and demands for payment even though I set up a direct debit initially. Complaint now going to ombudsman and once contract us up I will never use BT again, be warned they are the worst customer service ever.
- Location
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- Location
- Wrexham
- Reviewing
- BT
- Date
- 2021-08-03
- Comments
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The one star are courtesy of the review site not me.. Appalling service fault still not fixed over a week after reporting it.. Response "we wilo send out an engineer to fix it ince and for all??? What did the last engineer do play games??? Talk talk are bad but at least you pay less for poor or non service.. BT don't care
- Location
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- Location
- High Wycombe
- Reviewing
- BT
- Date
- 2021-08-03
- Comments
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3 weeks and counting without broadband after switch from Sky to BT.
Spent over 6 hours in total on hold on the phone. Absolutely terrible customer service, feel like im being constantly fobbed off and lied to over the phone.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-07-26
- Comments
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Going for BT was the worst decision that i made
Very disappointed
The strange thing that I ve been disappointed twice ! One in my business broadband and last one here in my house !!!!!
Very poor support very poor customer service
Their big name now is clearly for me is a big scam !
- Location
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- Location
- london
- Reviewing
- BT
- Date
- 2021-07-25
- Comments
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They cannot even successfully deliver their package to your address!!! I booked Halo 3 on July 9th, but I never received it from that day. Royal Mail said that my address is wrong because BT gave them wrong address. I contacted BT's customer support by phone nearly twenty times, everyone said he can help me, but finally, they didn't correctly change my address. It's supprizing that they continuely make the same mistake so many times. It looks that they realy doesn't care about their client. I've had enough with BT. Never use it again!
- Location
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- Location
- Penzance
- Reviewing
- BT
- Date
- 2021-07-25
- Comments
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I have been with BT business for almost a year and that is a year too long. I had problems with BT for about three months before I was even signed up. When they eventually installed my broadband they did not connect the line at the exchange, so the only broadband I was getting was either through a BT hotspot or the 4G dongle. After hours on the phone and online chat, they discovered their mistake but all the offered for being 8 months without proper broadband was £25 off my bill.
I will be leaving BT as soon as my contrack expires and not a single day later.
- Location
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- Location
- Ormskirk
- Reviewing
- BT
- Date
- 2021-07-15
- Comments
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Absolutely atrocious service.
Our internet has been offline for about a month. On the best of days we get a download speed of 1MB/s and upload speed of 0.3MB/s. We were promised at least 1.5MB/s. We are paying a ridiculous amount for our broadband. It’s ridiculous how we can be charged the same amount as someone who gets fibre optic with a broadband speed > 30 MB/s, so x30 more than what we get.
Openreach have been attempting to fix our internet for about 3 weeks, but it is still not working. Our poles have not had any service/maintenance since 2001 according to one of their engineers.
They have offered compensation of £8 per day until our internet is back up and running. This might cover the cost of the monthly broadband fee… but what about all other services we pay for that require WiFi, such as Netflix, Amazon prime, Alexa, etc?
I believe that the government were targeting for the whole of the UK to get a minimum broadband speed of 10MB/s to all homes by 2020. Clearly they have failed to keep to this promise. To make things worse, there doesn’t seem to be any urgency or reassurance that they are actually trying to achieve that target anytime soon. They dismiss any possibility of fibre optic to our area.
It’s such a shame that there are no other providers that we can turn to, otherwise we would have years ago.
If you are thinking of using BT as your main provider, I urge you to do some research and check other providers first - I believe Virgin have their own boxes therefore they can offer a different internet line to your home.
- Location
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- Location
- Kent
- Reviewing
- BT
- Date
- 2021-07-15
- Comments
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Worst company I have ever dealt with.
I had an issue with my broadband that kept dropping up to 7 times a day and then 5Mbps speeds. Me and my partner both work at home and found this impossible.
However BT could only send us engineers. After 10 engineer visits and 12 hours of calls to and from BT the outcome was to leave free of charge however no compensation was applied. My stress levels dealing with this company has been more than ever in my life to the point where I had sleepless nights worrying about the integrity of my job but BT weren’t having none of it.
- Location
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- Location
- WEST WICKHAM
- Reviewing
- BT
- Date
- 2021-07-14
- Comments
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Engineer didn't show up for the activation. They sent me his number in the morning to contact him - he didn't reply to calls nor txt. Supposed to come between 8-1. Then was contacted by the company that arranges the engineer's visits to say that he will come round. - waited til 6pm - nothing. No response to txt nor calls. Then BT called in the evening saying the need to rearrange the appointment. Not so much an issue if you don't work but I have to take another day off work and being self employed it's loss of earnings.
- Location
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- 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
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- Location
- Colchester
- Reviewing
- BT
- Date
- 2021-07-08
- Comments
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Absolutely amazing for many many years, the introduction of BT Fibre was a game changer download speeds were very fast after the fact.
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2021-07-08
- Comments
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Please avoid.
My second experience with BT after 4 years. Nothing has changed, they just advertise better. We pay £30 pm to have a 4mb speed. We have not gone over 10 mb since we started the contract 2 months ago.
Called support, they said we will get a 4G hub to help with the connexion - never came. Apparently you have to pay for accessories to get the most basic service that you were already paying for....? what?! no thanks.
engineers have come out twice and both times the conclusion was: the cable is eroded. We asked for it to be changed, they refused and said, we'll try something with the box outside. Obviously, nothing has happened and we are now waiting for the 3rd round of engineer, while still paying for a service that does not work. Super.
Please avoid. Get Virgin, it's just as bad.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-07-06
- Comments
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Customer service was excellent - I was served by someone names Sebastian, really helped me in ensuring my internet was fixed and polite too
- Location
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- Location
- Caerphilly
- Reviewing
- BT
- Date
- 2021-07-05
- Comments
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2 appointments not attended, delayed our office opening for 2 weeks and counting. The first appointment was booked for Thursday the 24th of June, the engineer just didn't turn up. Our office was due to open 28th June but couldn't as VOIP phones and no internet! They then booked an appointment for Friday 2nd..... didn't turn up again. Called again this morning 5th July, they cant look for another appointment until 8th July..... so we will be at least two weeks of having people not able to work. You just can't trust this business. UPDATE we now have the next available appointment for 13th July. So 19 days after it should have been. Hopefully 3rd time lucky!
- Location
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- Location
- Penkridge
- Reviewing
- BT
- Date
- 2021-07-04
- Comments
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Waiting 3 months and no words can describe how bad your company is. You take my money but I nearly lose my job because of you crooks. How the hell ate you still in business
- Location
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- Location
- Mordoor
- Reviewing
- BT
- Date
- 2021-07-04
- Comments
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I can sneeze and interupt the signal. It's weak.
- Location
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- Location
- Colchester
- Reviewing
- BT
- Date
- 2021-07-01
- Comments
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STAY WELL AWARE AT ALL COST. Broadband is terrible. I called customer service and after being on hold for two hours I told them I want to end my contract because I’m moving to Sky. They said ok there will be a fee of £94. I paid the fee and a few days later they wanted another £125. Will not pay. They can send the queen of England to my door for all I care. There broadband is terrible always freezing and I will tell everyone I know to never get. One day hope this company has to close down.
- Location
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- Location
- Woking
- Reviewing
- BT
- Date
- 2021-06-30
- Comments
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Absolutely terrible and criminal customer care! At least Dick Turpin wore a mask! Arranged a house move, internet should have been on since 17 Jun 21 but instead they switched it off! Numerous phone calls being passed from department to department where staff lie on the phone, fob you off and even huff when calling them as I must have disturbed them doing nothing whilst working from home. Now three weeks since they should have switched on my broadband they continue to aviod explaining the issue saying "it's a supplier issue" and telling me I am stuck in a contract with them when they have failed to even start the service. If an individual done this, they would be a fraudster, so BT, you are a company of fraudsters. Customers beware, AVIOD BT WITH A BARGEPOLE. You will not acknowledge any of my calls for three weeks now maybe some honest reviews may force you to review your customer care policies!
- Location
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- Location
- Telford
- Reviewing
- BT
- Date
- 2021-06-22
- Comments
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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
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2021-06-18
- Comments
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I'd rate my experience ZERO if I could. Ordered mid April... it’s now mid June. Initial activation date was cancelled as more work needed. BT lied over & over again, and tried to fob me off. Complaint is ongoing.
Despite OpenReach surveying, planning visiting twice, complex engineering taking the line to the adjacent property, the engineer (who didn’t turn up for the initial appointment) failed to actually take the line into, was is under 15m, to the property. Gross incompetence!
Numerous calls with BT to try to get the problem sorted and then receive an email, and SMS, to say my line has been ‘Activated’, ‘Ready to Use’ and BT 'Hope I'm enjoying it'. As OpenReach and BT have closed the matter, all BT can do is raise it as a 'fault'. A fault on a line I don't even have! Presumably I will now be charged for a line I don't have. Now it's beyond GROSS INCOMPETENCE.. it's unbelievable. BT Customer service worse than useless!
- Location
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- Location
- Bangor
- Reviewing
- BT
- Date
- 2021-06-16
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2021-06-15
- Comments
-
BT reuse to let me leave without paying the rest of my contract fees despite not giving me the service I signed up for. To leave I must pay £197. I have a ADSL Internet connection which, despite ridiculously slow upload and download speeds which I tolerate, continually loses connection and displays the dreaded ‘yellow light’ on my router signalling a loss of service, REPEATEDLY, 10-20 times a day!! BT offered many ‘workaround’ fixes, free phone data, new routers (x3), engineer visits etc. After my need for a better connection became essential due to large file upload/download for work, up to 6GB+, I decided to leave BT and join Virgin Media which was cheaper and has impressively fast fibre broadband in my area. BT then claim, what for it, that my loss of Internet connection isn’t technically a ‘drop’ in service and happens simply because the accompanying landline has a fault on it!! I explained, it doesn’t matter what or where the source or location of the problem is, all that matters is I’m not receiving the service I should be. To which they respond with their final word on the matter (after long debates and endless transferring from department to department) that my Internet has only ever ‘dropped’ connection twice during the last year and has always been ‘provided’ otherwise and it’s the problem with my landline that causes the problem with the Internet connection at my end, and therefor, because they’ve continued to provide broadband at the speed contractually agreed upon from their end, I am not free to leave without paying the rest of my contract!! Can you believe it!! I said it doesn’t matter what you provide at your end, what matters is what I receive at my end, AND I RECEIVE REPEATED DROPS IN SERVICE!!! I DO NOT CARE WHAT PART OF YOUR SERVICE/NETWORK IS BROKEN, I DO NOT RECEIVE THE SERVICE I PAY FOR AND I WANT TO LEAVE WITHOUT BEING CHARGED £197 TO DO SO!!
BT refuse to budge so I must pay £197 to leave a broadband contract that is regularly interrupted by a fault on the accompanying landline. What can I say except, BT, shame on you, after my years of loyalty, you treat me like this, SHAME ON YOU!!
- Location
-
- Location
- Chelmsford
- Reviewing
- BT
- Date
- 2021-06-15
- Comments
-
BT's service is appalling to the point of being fraudulent. I have had 9 visits by incompetent workmen who in most cases could not complete the work they came to do. I have also had 2 appointments cancelled without any notification. It's now 4 months since I started the contract and I still do not have the full service I paid for. Customer service is unhelpful and do not care if your installation is working but are only concerned with your payments. I have been lied to about the cost of the service and given incorrect information about future increases. I believe they are knowingly defrauding elderly users such as myself and I will be reporting BT to Ofcom.
- Location
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- Location
- Clacton
- Reviewing
- BT
- Date
- 2021-06-14
- Comments
-
Worst company ever. Costumer service agents are rude and liars upgrade you with out permission. Will not recommend to my worst enemy
- Location
-
- Location
- CM1 2EH
- Reviewing
- BT
- Date
- 2021-06-14
- Comments
-
Joined only 4 months ago.
For 1st 20 days of joining speed was great, then nothing though new installation of fibre plus.
Then sent me what they called a 'techy' who told me it was because my broadband 'bounces' on my walls, but if I pay more my services 'might' get better.
In other words blackmail me to pay more to stop problems.
I then knew I had to leave them.
They really should be fined.
Found BT insulting.
Obviously badly managed.
- Location
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- Location
- Littleborough
- Reviewing
- BT
- Date
- 2021-06-14
- Comments
-
My advice is not to commit to 2 year deals because they will screw you at the end if you cancel early, even with a house move.
- Location
-
- Location
- Telford
- Reviewing
- BT
- Date
- 2021-06-11
- Comments
-
This is what i have just sent to BT, the woman on the phone yesterday was horrible, actually shouting at me in the phone , she was incredibly number is 07966045386
I can not believe what you have done, i am already being treated for stress and acute depresion
Yesterday you cut off my broadband
I now have no tv
I can not use my phone
My son works from home and you have stopped him from working
2 weeks ago i phoned to talk about my bill
I tealised i was still paying for a landline package of unlimited calls etc
I had stated and phoned numerous times about the fact i had no land phone , i didnt want a phone but yet you continued billing me for 2 years.
The man on the phone said the best ge could do was refund me £60
And send me a new hub, i still had a bill outstanding and told him my house was going to auction and i woukd clear my bill very soon
Yesterday i phoned to clear my bill , the lady said my wifi was still open but about to be closed down, i had no onowledge of this , only aeare i had to change my hub over which i did yesterday.
I had not been refunded the £60 and my bill had not changed, i paid all outstanding bill of over £100
The lady then put me through to someone else who told me i had been cut off and i would have to open a new account
I have been with you for over 35 years, and now you have caused me to be very ill, and for my son not to be able to work, without even contacting me
I am on the vulnerable list which you should have been aware of
What you have done has totally destroyed me, i can not carry on with no wifi for 2 weeks
I have had to come down the road to send this message
Help ?
We will see what response i get
I have been with BT for 37 years !
I have never known anything like it !!
No one in the world should be left with no communication!!
No warning, no contact from them, NO !!
They just sent me a brand new hub, to set up and then cut my wifi completely
And they are saying 2 weeks minimum.
What i do not understand is i have a brand new hub in place , surely its not that hard to reconnect me !!???
- 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.