3,590 Customer Reviews over 90 pages
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- Location
- Cambridgeshire
- Reviewing
- BT
- Date
- 2017-06-15
- Comments
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I moved to BT infinity from Talk Talk as I was not happy with the service. What a mistake it has turned out to be!
Out of 10 and a half months of the contract BT have only managed to get the minimumum speed for 2 months. The rest of the time it is way bellow the minimum. I have tried phoning and web chats multiple times and no one did anything to improve it. The customer service is useless! Cannot wait to leave. Avoid at all costs!
- Location
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- Location
- Headcorn Kent
- Reviewing
- BT
- Date
- 2009-10-14
- Comments
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Pathetic speeds!
- Location
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- Location
- Bath
- Reviewing
- BT
- Date
- 2014-09-26
- Comments
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Horrendous experience with BT. Don't go with them. They said they'd give me vouchers when I joined. Didn't. Just phoned up - they have a recording of the guy telling me I can have them, and they won't give them to me or the equivalent of them?????? They lied to get the business, overcharge, and they are so so so unprofessional on the phoen. Don't trust a word they say. Go with someone else.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-02-23
- Comments
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We had a really bad experience. We swapped to BT as our previous provider was slow and erratic. Imagine our surprise when we found that BT was the same.
Worse still, we had asked to keep our phone number and had been promised that this would be done. On the day our broadband was switched BT disconnected our phone line as “we had not requested one”.
Who, in this day and age, lives without a main home phone. Not only that but we have lost the phone number we have held for over 35 years. No one wants to help us get it back.
So angry!
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2009-07-28
- Comments
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I really though I had bought a fast service but I tested it today after reading the reports in the press and instead of 8MB i had 0.8MB. Not good enough I will change supplier (currently BT)
- Location
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- Location
- Bathgate
- Reviewing
- BT
- Date
- 2021-05-08
- Comments
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Speeds were no problem but signal to my sky meant i could not watch Disney and there advive was to drill through my wall into the cupboard where there box was and put up a shelf in my living room so there box could be closer.. eh no.. even though there box is only 5 foot away from the sky box behind a plasterboard wall. Also signal to phones would drop out too, then they said too many devices must be the issue.. 1 sky box 2 phones and 1 tablet, so i changed to sky internet and all these problems are now solved and have never returned.
- Location
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- Location
- spalding
- Reviewing
- BT
- Date
- 2012-04-19
- Comments
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This speed has slipped from 6mbps to less than 2mbps
- Location
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- Location
- Cardiff
- Reviewing
- BT
- Date
- 2021-05-29
- Comments
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Don't even think about joining BT. Shocking customer service . Stay well clear
- Location
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- Location
- SHROPSHIRE
- Reviewing
- BT
- Date
- 2017-05-14
- Comments
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Was going to move to sky for free unlimited broadband deal. BT then offered a similar deal so I stayed put (better the devil you know than the devil you don't). Ever since my broadband has been wholly unreliable. A real issue as I work from home quite a lot. Rang up to complain. Apparently no problem with line but a dodgy hub. New hub arrived - low and behold exactly the same problem. Call me synical but free unlimited broadband seems to mean you have to fight it out with everybody else for the service - I've been a Bt customer since 1995 but clearly loyalty means jack! Unless it improves I will be moving at the end of the year!!
- Location
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- Location
- Borders
- Reviewing
- BT
- Date
- 2014-08-12
- Comments
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move from sky to BT mistake slow cant connect drop in signal should of stayed with sky now stuck 12 mounths
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-08-21
- Comments
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Charged me over £80 to cancel my line (my initial contact had finished a few months earlier). Over £50 a month for basic broadband, which wasn't that reliable. Ripoff.
- Location
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- Location
- Bradford
- Reviewing
- BT
- Date
- 2009-07-29
- Comments
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Poor when you have a problem. Difficult to contact VERY.
- Location
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- Location
- Devon
- Reviewing
- BT
- Date
- 2014-08-12
- Comments
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Customer Service and ability to deal with problems is a disgrace from their Indian Call Centre It a service given on the cheap and it certainly shows.. Getting anything right is just a bridge too far for them. Monkey's would do better
- Location
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- Location
- Northern ireland
- Reviewing
- BT
- Date
- 2024-03-05
- Comments
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Took the halo package out in October 2023, 900mps Internet and 12 months xbox game pass free for 50 quid a month. All grand the first month. Second month I was charged £10 for xbox game pass. After a number of phone calls and a good amount of time on hold, got an apology and £10 refunded back onto my account. Next month was happy to see there was no additional charge, but then went to switch on the xbox and it wouldn't work. Rang up multiple times again and they said they had accidentally cancelled my xbox gamepass. Was told the handiest way for them to fix the problem was to basically cancel my full bt package and sign me up for a new contact starting today for the same package at the same price, which I was happy enough as I was only a few months into the contract. Was told I would get my email to activate the game pass within 10 mins later. 24 hours later still no email so again back on the phone. They now tell me, as my account previously had a gamepass code I can't get another. I told them it was BT that cancelled the game pass not me, and they have never gave me my 12 months free as promised. They have escalated my problem after I told them just to cancel the full package and stated someone will be in touch within 5 working days. At this stage I don't care and am just fed up of being passed from pillar to post. Not good enough, don't advertise gamepass for free if you can't give it. The broadband worked fine tbh just customer service and not delivering on what was promised is the let down.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2011-06-08
- Comments
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I have been with BT for a number of years, they promised infinity last year, just been told it will be another six months! I can hardly finish a game on FIFA 11 without it dropping. I'm moving to sky, I like the look of anytime +
- Location
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- Location
- Dihewyd
- Reviewing
- BT
- Date
- 2015-05-20
- Comments
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quick to repair faults but speed of broadband is DIABOLICALLY SLOW.Download speed average of 0.468 mb/s over last month
- Location
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- Location
- Reviewing
- BT
- Date
- 2016-09-27
- Comments
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Absolutely useless!!!!!! Took 6 weeks to activate. What a joke!! Internet speed not as fast as they guaranteed it would be and customer services couldnt give a flying monkey about there customers
- Location
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- Location
- Weston-Super-Mare
- Reviewing
- BT
- Date
- 2010-08-27
- Comments
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The only reason I am posting a comment is that I have just phoned BT, which took numerous numbers to phone, to upgrade from Option 1 to option 2. Having agreed the upgrade I asked the question about whether this was a new contract, to which the answer was yes. I cancelled it there & then as I only have 4 months left on my current contract & feel it's a complete con., to start another 12 month contract, especially when I found out only by asking the question.I am an existing BT customer & would stay, but my current view is that I will now move.
- Location
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- Location
- SHROPSHIRE
- Reviewing
- BT
- Date
- 2017-08-11
- Comments
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Look at all the negative reviews. All these people can't be wrong. And they aren't. AVOID BT. I have been trying to correct an overcharging error on my account since I joined 12 months ago. I have wasted hours and hours with BT and got nowhere. They are currently overcharging me by £100 and have disconnected my broadband despite being involved in a dispute resolution process with the ombudsman over this.
Their customer service is absolutely hopeless.
BT need to realise that there are a finite number of potential customers in the UK and once they have annoyed/frustrated/ripped off the majority of these, they will no longer have a viable business
- Location
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- Location
- ringwood, dorset
- Reviewing
- BT
- Date
- 2018-06-26
- Comments
-
AWFUL AWFUL AWFUL. We used BT years ago and were messed around so much that we had to get the ombudsman involved and then stopped using BT's services. A few years later...we moved into our house in Feb 2018. After being told by several people that BT were much better now and our new house was only fitted with a BT connection...we just decided it was easiest to use them again. Well, how wrong were we. Firstly they sold us a wrong package...unlimited broadband costs £30ish a month but they signed us up for limited broadband at the same price...and we went unknowing over every month being charged £90-£100. We put a complaint forward for this and they said it would be cancelled immediately and we would be put onto a the new package and sent a free of charge recording box for the inconvenience. Well 3 weeks later and no box..I contact them to be told that no package was cancelled and no new one ordered...meaning we were still being over charged. I spoke to about 6 different people who you had to explain the whole situation to again. 4 people cut me off on live chat and I had the phone put down on me once. Finally after weeks and weeks they have cancelled our packaged and put the new one in. They have offered us....£30 for the inconvenience!!!!?? What an insult. Will NEVER use this company again.
- Location
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- Location
- Milton Keynes
- Reviewing
- BT
- Date
- 2017-08-25
- Comments
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Just don't do it.
New build took 11 weeks for Openreach to connect. I know some will say its a different company, but given they're BT branded you'd think they could have some sway.
Tried to connect me on 8th August, failed, didn't tell me. Phoned up on 9th, found out about failure, AND an engineer visit they booked which they needed to access my house for.
Got random automated email the following weekend stating I would be connected from the 15th. Phoned up, found our they'd fixed the 'routing problem' offsite... Had booked day off work for visit.
Now connected, but yet to receive the promised call from the complaints department after over a week.
Communication is terrible, and i would not suggest anyone goes near them.
- Location
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- Location
- huntly
- Reviewing
- BT
- Date
- 2014-08-16
- Comments
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staff rude and unhelpful.viewbox needs new ariel as will not work with sat dish.was told should have read small print.phone has no caller display or answer phone any more again was told to read small print.kept waiting on phone when trying to explain my problems.what a hassle don't go there
- Location
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- Location
- South Yorkshire
- Reviewing
- BT
- Date
- 2022-04-02
- Comments
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Customer absolutely pants. Because of our present situation with all bills going up’. I contacted them to cancel because of the increase. Told them I couldn’t afford to pay. They just don’t care
- Location
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- Location
- Brstl
- Reviewing
- BT
- Date
- 2014-12-19
- Comments
-
Been with BT for 5 years was originally really very good - new home hub with top speed BT infinity package arrived 1 year ago & problems began - rarely reached anywhere near speeds advertised as was totally unreliable, dropping out daily in a major city which is astonishing. Never seem to accept they may have a hardware issue with there router - even though I'm stood next to it and cannot get online.
So were quietly leaving & happy to pay £30 cancellation fee to try out Virgin Media.
- Location
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- Location
- Horley
- Reviewing
- BT
- Date
- 2023-03-07
- Comments
-
Although the service was great i was paying over £75pm and they wouldn't let me renew on the introductory rate for new customers which was half.
Being fed up of this i decided to cancel my subscription and moved to Zen internet instead. They said i had to return their router, which i sent back through the post using their included returns bag but a month later they claim that yhey haven't received it and want to charge me over £100 for it.
Just do yourself a favour and don't go with BT from the start if you can. They're crooks and their customer service is non-existant
- Location
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- Location
- Pontefract
- Reviewing
- BT
- Date
- 2018-09-29
- Comments
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I cancelled because of the many price rises and when your tied into a contract there's little you can do. The service was relatively good but did go off on many occasions. Absloutley discusted with them. We cancelled well with the 30 notice and they decide that they are going to charge us for the next month and once the final bill is generated then they will refund us...after 7-10 days. Be different if we owed them. Waffle on about the terms and conditions but where's the consideration. Just out to Rob your money so glad I cancelled. Been passed about departments for an hour minutes absloute rubbish!!!!
- Location
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- Location
- Ryde
- Reviewing
- BT
- Date
- 2022-11-22
- Comments
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No customer service, had our line taken over but still charged a early finish penalty. Complained spoke to an agent who lodged complaint. Agreed a call back the following Sunday - no call or no email to apologise or make an alternative arrangement. Money taken from account so I guess they didn't accept that the line was taken over so been rinsed. Will never use BT again. Terrible.
- Location
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- Location
- Chesterfield
- Reviewing
- BT
- Date
- 2016-03-01
- Comments
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Well, this is mostly about customer service I guess. I'm currently over an hour into my wait for an answer on the helpline and the web chat system kept me waiting for 40 mins before just disconnecting. I don't expect other suppliers are much better.
- Location
-
- Location
- Reviewing
- BT
- Date
- 2018-12-03
- Comments
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Following resetting of an e-mail password by an Indian call centre techie my e-mail stopped working. A quick call to 150 got me to Ireland where I was fed a line of utter BS yet promised a call back by an expert at a set time.
The duly appointed time came and went and was exceeded by two hours when a call mysteriously came through on my mobile - which I wasn't expecting. Unfortunately the call rang out. Ringing 150 again I was told that there was nothing that could be done, India would ring me again when they were able, they could not define a fixed time. Realising I was beaten, I hung up, did a quick internet search to find out how to complain.
Yet another phone number and another wait for 15 mins for it to be answered by an abrasive woman from the "Billing" team who couldn't help me and was totally disinterested. When I asked why a member of Billing was answering a complaint call I was told we ALL answer complaints. It's nice to know that your complaint call is not going to a dedicated team but just some disinterested staff member who couldn't give a toss quite safely with no redress. I was told that things were the way they were and I would have to wait. The reason I was contacted by my associated mobile was because there was a fault with my landline - curious that - as I was talking to the hapless BT Billing bint by..... the supposedly faulty landline!!!!!!!
Well, I am still waiting but I haven't been idle. After 20 years of being a loyal BT customer and after three abortive, painful and stilted calls with Indian customer service within that time period, I have finally had enough. I will be swapping to Plus Net who curiously enough despite their BT links offer a 30% cheaper equivalent package with call and tech support centres in .... Sheffield and Leeds and with an award winning customer service group to boot..
My opinion of BT is that it doesn't matter how long you have been with them, customer loyalty counts for nothing, they just don't give a ****... and are an unmitigated, 24 karat shower of utter ordure and that is being polite.
My advice, is to other disaffected customers is to vote with your feet and secure a better service at a more competitive price. - just like me.
- Location
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- Location
- east anglia
- Reviewing
- BT
- Date
- 2015-08-23
- Comments
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i have been trying since 4th august to upgrade to infinity2 .i have been promised various discounted deals none of which have been acted on by bt. i have rung countless times, ring backs that have not happened,i am at present having complaint investigated which will take up tp 17 days.BT are the worst company i have ever dealt with.i have asked to speak to line managers but i think they live in an ivory tower as they are never available. UNLESS YOU ARE DESPERATE DO NOT USE BT
- Location
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- Location
- Letchworth
- Reviewing
- BT
- Date
- 2016-10-15
- Comments
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Hopeless customer service, good enough when it is working.
- Location
-
- Location
- Bury
- Reviewing
- BT
- Date
- 2016-10-11
- Comments
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First off, Internet and product fantastic, no problems. CUSTOMER SERVICE NONE EXISTENT. Moving home in 2 months, wanted lines setting up in new prop before plastering and decorating. Guy said yeh no problem £50 for an engineer. I will call you in an hour to book a day. Call was never returned, neither have the last 6 calls. Over 5 hours waiting on the phone and now Im told that it wouldn't be £50, it will be £180!!! Absolute joke. Appealing customer service.
- Location
-
- Location
- Hereford
- Reviewing
- BT
- Date
- 2018-08-06
- Comments
-
Appalling service..They 'conned' us into a further 18 contract while we still had 6 months to go on our original contract.
Didn't find out until we decided to leave...Then they wanted £200 penalty.
- Location
-
- Location
- Carlisle
- Reviewing
- BT
- Date
- 2016-05-06
- Comments
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What a useless company this is today received Email telling me my bill is going up by £4.65 or 11%. No explanation, nothing. When I try to log in to sort out using CORRECT details ,it says not recognised so cannot complain. So my bill goes up 10% with no comeback other that to leave...which is exactly what I will do. If you haven't joined BT please please don't. They are a bunch of cheats who despite billions of current year profits have increased current charges by 10% ..or higher. Disgraceful. Andrew Mitchell. CA89BA
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2014-06-07
- Comments
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While the BTinfinity product is good, I've had terrible customer service issues during a house move. Broken promises, failed calls to arrange engineer visits and nearly 2 weeks without any service whatsoever. And then a wonderful bill comes through the door. Call centre calls don't have the info, they claim they've tried to contact me. Lies and really bloody rude.
Speed and reliability based on my previous address.
- Location
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- Location
- Belfast
- Reviewing
- BT
- Date
- 2017-02-27
- Comments
-
Customer service is absolutely atrocious! It has just taken me almost an hour to change from an extremely inflated monthly payment to a bill for each month. The guy in the call centre just didn't seem to understand what I wanted even though the previous call handler and I explained clearly what had to be done.
Going now for a lie down and a cuppa
- Location
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- Location
- Oxford
- Reviewing
- BT
- Date
- 2018-08-23
- Comments
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I have three problems which have not yet been resolved although I have contacted customer service +20 times. No help from online chat or when phoning customer service.
1. BT sent an engineer to install internet and BT TV. The engineer installed internet but not BT TV. I did that myself and cannot get all the channels I was promised.
2. It is not possible to activate BT ID which is necessary to pay invoices. I was asked to give a security question - my mother's maiden name - when I ordered BT that would later be used to activate BT ID. When I am asked my mother's maiden name they say it is the wrong answer - I know my mother's maiden name.
3. When the engineer was in my home to install internet and BT TV he damaged the walls, two clearly visible, medium sized spots on the paint on the wall. I have made a complaint and received no reaction or remedy. Dont order BT internet/TV.
- Location
-
- Location
- Manchester
- Reviewing
- BT
- Date
- 2017-11-28
- Comments
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Fine when everything is working as it should..... BUT when there's a problem you're screwed. If are lucky enough to actually speak to someone on the phone (their "chat" service is useless) you'd be lucky if they actually listen to you before pretending to put you through to another department only to end the call. The customer care centre is obviously based in India and, although they speak far better English than I do their language, there are issues lost in translation here also. I have tried over 2 days to report a serious data protection breach where I recieved lots of sensotive data belonging to a third party and have got absolutely nowhere. The only advice I was given was to "change my password" which is obviously nothing to do with the issues I was reporting.
- Location
-
- Location
- Norbury
- Reviewing
- BT
- Date
- 2017-07-06
- Comments
-
Poor customer service. Had to speak to 7 people before anyone could help. Very little information provided when asked how the hub will be connected. Ended up with Hub in the room. To move it will cost £130. Cooling off period starts from contract not from the time hub is received. Provision of goods is part of service so it should be from date HUB received. Very poor service. Not to recommended.
- Location
-
- Location
- Isle of Wight
- Reviewing
- BT
- Date
- 2014-05-15
- Comments
-
The product is fine from BT no technical problems over the 12 months, however their sales team and customer service team communications and billing systems are the worst I have ever came across.
I bought a bolton package when I signed up with BT that 12 months later they tried to re sell me the same one and advised I never had the package, there over complex time consuming billing system for BT phone calls and separate bills for Broadband is a joke, no simplicity the sales agents need to attain at least should be recruited with some listening skills, one costly problem led onto another, leave BT go with premier calls I halved my bills over night, BT are an expensive, overpriced
- 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.