3,590 Customer Reviews over 90 pages
-
- Location
- North London
- Reviewing
- BT
- Date
- 2009-08-04
- Comments
-
BT need to invest to maintain technical quality. I have just switched to Virgin
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2015-10-16
- Comments
-
Bt is a terrible internet provider. It's okay when it's working but when it's not it can take upwards of 3 weeks for someone to even consider fixing it. If you call them you get through to someone in India who often cannot tell you the problem or lies to you. It's the worst internet provider available
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2020-10-24
- Comments
-
Hindsight, they say is a wonderful thing. Had I read the reviews before deciding to try BT I would never have agreed to a contract. At the moment I am two weeks without internet. Thanks to a neighbour I'm using their internet. If possible I would give zero stars to all of the above. I spent over an hour on the phone trying to speak to someone on Wednesday and when I did get through I was told I would be getting a call back on Sunday, that's tomorrow for an update. When I contacted them over two weeks ago about an engineer calling to investigate the problem I was sent a confirmation email from BT but two minutes later a second email was sent telling me that there was a delay so they couldn't give me a time when it would be addressed. I won't say fixed because I can't see that happening. I may just have to cut my losses and ask for a disconnection. I'll probably pay through the nose for it but at least I can try another broadband company. Maybe someone more reliable. I see positive review here but to be honest I think they must be from BT staff either that or someone who is being paid to write imaginary reviews
- Location
-
- Location
- Aberdeenshire
- Reviewing
- BT
- Date
- 2015-02-12
- Comments
-
I've been a longstanding BT customer using both phone and broadband, had issues with an old router resolved (router started making weird noises but still worked, called BT and they sent out a new one sharpish). Had various packages and upgrades over the years, though it is very difficult to get a cheaper package, I have to "leave" BT and then sign up again which is annoying. Use broadband for streaming TV, regular surfing, speeds are good except streaming at peak times is not possible. Also use the openzone Wifi when out and about which is very handy. As long as I can get a good deal I will keep using them.
- Location
-
- Location
- Clitheroe
- Reviewing
- BT
- Date
- 2018-10-17
- Comments
-
the worst isp we've ever been with. currently getting speeds of approx 0.5mb/s and 600ms ping. called the customer service several times, they have been no help. lost cause of a service. also it became apparent that when we bought fibre optic and they installed it, they were supposed to install a new splitter for the phone/internet line but they left us with an old outdated one. outstanding.
- Location
-
- Location
- Reviewing
- BT
- Date
- 2019-06-07
- Comments
-
Terrible experience.
We received our router and set it up but the service didnt start on the date promised. Many calls later we were told that they forgot to add our address to the system.
They cancelled our order and said that they would add it to our account again and start the service the next day.
This didn't happen. Weeks and many phone calls later they still haven't sorted out our internet. On top of this they're threatening to charge us for the BT Hub that they sent us! It's not my fault they haven't set up the service on their system yet. Appalling.
- Location
-
- Location
- Bath
- Reviewing
- BT
- Date
- 2019-11-15
- Comments
-
I am very disappointed of this company.
Prices always go up during the contract. When contracts ends they charge you more than normal. The internet speed it's not great. During the night the internet sometimes falls.
I will NEVER use BT again in my life.
- Location
-
- Location
- Newry
- Reviewing
- BT
- Date
- 2019-11-05
- Comments
-
We pay £87 a month for shocking broadband. The download speeds are appalling and the speed test online states they are not able to process the speed - which is a complete cop out. Disgraceful having to pay this amount of money a month for such poor broadband
- Location
-
- Location
- Sealyham, Pembrokeshire
- Reviewing
- BT
- Date
- 2014-08-29
- Comments
-
Our bt wifi has never been very good, however recently it has got worse. I often need to reset the router to get my devices to connect. And when the do it is sometimes slow. I recently sent them an email but got no response, and so I have had to write a bad review. I am sorry it had to come to this, but you left me no choice.
Thanks for your time,
Callum
- Location
-
- Location
- crieff
- Reviewing
- BT
- Date
- 2018-07-03
- Comments
-
Price rises with no escape unless you agree to contract renewal or accept the price rise. otherwise if your under contract you either accept the constant price rises or
- Location
-
- Location
- Torquay
- Reviewing
- BT
- Date
- 2018-10-21
- Comments
-
My family has been paying £50 for fibre for the last 6 months. We are getting 50% packet loss and our speed is less than standard broadband. In a futile attempt to ask them to fix it, we had them cut us off on the phone twice and haven’t tried to contact us since. I sent them an email 3 weeks ago with no reply.
- Location
-
- Location
- Northampton
- Reviewing
- BT
- Date
- 2018-10-24
- Comments
-
Absolutely terrible.
Ordered BT package on the 18th September, chased multiple times to confirm appointments as they had missed two visits. Had phone confirmation, email confirmation and yet they still don't turn up. Now being told 2nd November at the earliest. Still no service then after 6 weeks of ordering. Would not recommend BT to anyone.
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2023-06-22
- Comments
-
AVOID BT BROADBAND
When I moved in to my property (2 years ago) I set up my policy with BT , My Address wasn't registered so I had to put my account in 67 (same house split into 2 Flats) (Samebuilding)
No issues until my neighbours wanted BT broadband. BT contacted me saying someone was trying to take my line over, I contacted them to be told they couldn't supply me with internet because down stairs was less of a confection and we copper wires ( witch was just a excuse the man couldn't be bothered) I then rang back and spoke to a different lady who said we just need to change your door number so once Royal Mail update ur address we change it no issues.
I then received a letter from BT stating someone was trying to take my line over Again, so once again I contacted BT and spoke to a Man who said he would update system and let them know I'm not moving ect and so say changed my door Number. I was high satisfied so I left it as that .
I woke up this Morning to No telephone Line (phone wouldn't work) but still had Wifi , I then rang BT at 4pm and spoke to about 3-4 different people who had No idea what I was on about apparently on there systems I told them I was Moving when I didn't At all, I stated loud and clear I was NOT Moving ! Apparently because they didn't hear from me (witch they did about 10 times over this matter) they aloud my neighbour to take Over my Line without my permission! And Now I have No Line, NO internet
And the Man on the fone said sorry Il have to call you back again tomorrow after 3pm, to hopefully set up a new Line. But we can't find Your door number he stated witch You can on Royal Mail ! I'm Utterly disgusted by BT and the customer service I received ! I would Avoid them at all Cost! They take matters into their own hands without asking the customer! And The way the Staff have Treated me is unbelievable!
I will be making an official complaint !
- Location
-
- Location
- Norfolk
- Reviewing
- BT
- Date
- 2018-08-10
- Comments
-
Absolute rubbish.no broadband for over 9 days so far still not back on. Phoned numerous times to be told it'll be on within 48hours and it still hasn't. Been hung up on twice. Can't understand the foreigners. You'll be waiting for ever just until someone picks up the phone! Most useless company ever to deal with
- Location
-
- Location
- High Wycombe
- Reviewing
- BT
- Date
- 2022-09-05
- Comments
-
We have been without Wifi and landline due to a line fault out of our control. We live in a major town with good connection quality.
After two months on a temporary hub, BT shut off our temporary plan and despite continuous efforts to engage with their customer team have repeatedly let us down and left us without a hub or means of repairing the issue, despite making every provision to allow them to do so.
We have still been contracted withBT in this time and will be expecting adequate compensation. We have been incredibly displeased with the service offered.
- Location
-
- Location
- Rokeby Inn
- Reviewing
- BT
- Date
- 2017-08-11
- Comments
-
Lack of customer regard or care. Would not recommend to anyone wanting a land line and/or internet.
Recently, I got a letter from BT about our service, and when reading I found out that my mother's name was still on the bill, something I have trying to sort out for years, clearly with no progress. However two weeks ago something must have changed as when I woke on Friday 4th August, I found out I had lost all internet. As a business owner (hotel and restaurant) this is a major problem as I lost connection to all social media advertisement, but even more worryingly, all online bookings (resulting in me having to stop taking online bookings, a majority of my bookings). Customers and residents expect internet as it is advertised, so we had to apologise saying I will try and sort it out on Monday (with BT being closed after 5pm Friday until Monday). Things went from bad to worse when my son informed me that he couldn't phone us up. When enquiring further, I discovered that our phone number no longer worked (for no explained reason). I later found out the BT had changed our number without informing me. I was no a business owner with no way of taking bookings. Without internet, there is no way I can update my website or social media to my new unwanted number, and all my business cards have the incorrect number on. I had to last the weekend without any phone or internet connection (unable to take any bookings or get in contact with us for enquiries or reservation) hoping that it would be sorted by someone at BT on Monday. On Monday, I got in contact with a woman at BT and asked her to fix the change. I spent hours on the phone and made no progress. The next day I tried to get in contact with the same woman but it just rang through, no-one picking up as though she was ignoring me. As a result, I had to start the whole process again with another member of the BT staff. Once again, I spent hours on the phone (from 10 until 12:30) and made no progress. My wife then got in contact with someone else at BT, who promised to sort it out, yet we haven't heard back from him. I then recalled someone at BT and get through to another member of staff. This gentleman seemed to get really annoyed with me and was not polite at all. He told me that he would sort out the internet and phone problem in 24 working hours. It had now been 5 days without phone or internet, and was going to be a further 2 days. Any l business owner would tell you problems like this can put immense pain and stress on a business; financially, and emotionally. I waited 24 working hours, and still, no improvement. I recalled BT and when through the hours long process again, only to get told at the end that they would not be able to correct the phone-line and internet 'for at least a few weeks'. THIS IS OUTRAGEOUS! No small business can last weeks with no bookings, no reservations, and no enquiries. With a lack of customer service, or care and no-one from BT feeling any remorse, and worst of all, no apology for changing the phone-line and removing the internet with no warning, I would not recommend BT to anyone.
- Location
-
- Location
- Leigh
- Reviewing
- BT
- Date
- 2020-05-07
- Comments
-
Disgraceful,never ever reply.
Bt hub the worst piece of trash there is,not happy.
- Location
-
- Location
- Aberdeen, Scotland
- Reviewing
- BT
- Date
- 2016-11-25
- Comments
-
Extremely disappointing customer service and the line drops all the time. I would not recommend BT to anyone as the service is below standard but the price paid is way more than the competitors on the market.
- Location
-
- Location
- lincoln
- Reviewing
- BT
- Date
- 2016-11-27
- Comments
-
simply put don't do it, i had a copper line ,which refreshed in 1-2 seconds, now on super fast fiber, it takes 5-6 seconds, promised 80-90 and have had as low as 12,BT maintain I am getting 61 to the router, but all other INDEPENDANT tests show a max of 30-40.purchased the most upto date Ethernet card and got it from 12 to 30-40.also took the tv, long periods of black screens, total loss of sound, causing me to reboot the box,SEVERAL times in the first weeks, first bill came and like others was higher than quoted with a mind numbing number of adds and minuses, trying to get thro to customer sever ices is mind blowing slow, i men slow, an hour to speak to someone who just tells me i'm wrong, their right [I think that was the theme]my friend went to virgin and another to PlusNet, both have reported no problems and higher speeds, so all I can say is DONT DO IT ! even tried to revert back to copper ! loads of veiled threats of cancelation fees and I only had a couple of days COOLING OFF PERIOD due to the period being from date of order, no installation ? how can you check if everything is as it should be ?
- Location
-
- Location
- LINCOLN
- Reviewing
- BT
- Date
- 2016-12-12
- Comments
-
sorry the stars don't go into negative.
promised 89-90 got 12,change ethernet card,got 20-30,changed to a high speed ethernet cable,no change.
screen keeps bringing up KILL screen,even had an engineer out, no better,got better service on copper,dont change over to fiber unless it's cheaper the copper,a lot cheaper.
- Location
-
- Location
- ln1
- Reviewing
- BT
- Date
- 2016-11-19
- Comments
-
switched from normal broadband,was told 80-90,on first install i got 12 ,complained to bt they said they were delivering 61 to my hub,hardly the qouted speed ,even at that,was told "cooling off period was from date of order,so what use is that,left me with two days to review,and threats of charges within that priod.took on board the review saying i was getting 61 and purchased and installed the latest ethernet board,now tops ou at 42,usually its around 20-30 , again not the promised speed.tv isslower tha the copper and if you take the bottom tv package hardly any increse in the number of channels.so was it worth the chang from copper, ???? NO.have had to hide 120 channels as they arn't in my package,WHY send me them ? every update and reset i have to hide them again .telly keeps freezing and jut going black,total loss of sound and vision.pages now refresh at about 3-4 seconds on the pc,used to be 1-2 on copper,hows that for progress.
i'm tied now but the tv will go at 12 mnths and the broadband will go after 18.
bad choice,dont make the same mistake i did.
- Location
-
- Location
- Belfast
- Reviewing
- BT
- Date
- 2017-07-22
- Comments
-
Overall satisfaction? Disgrace. It took 3 months for us to get up and running, multiple engineer appointments whereby the engineer never turned up. Passed between several case managers who failed to deliver on their promises. Tricked into contract extensions. Mis-sold. Fobbed off by their customer services who claim there is no manager. I'm concerned for any business with no manager! No adherence to OFCOM or Ombudsman rights in their call centre. Internet speed is bang average. But not worthwhile given the horrible customer service and inefficient tech support and engineers.
I cannot wait for Virgin to offer their services to all of NI, not just Belfast, because BT will be annihilated. And that's what they deserve in 2017.
- Location
-
- Location
- milton keynes
- Reviewing
- BT
- Date
- 2010-01-24
- Comments
-
Been with BT now TOO LONG absolutely rubbish connection and customer service, we are annoyed that BT are charging for a service which they are not giving considering how much they make there is no excuse for poor connection problems, deeply dissatisfied
- Location
-
- Location
- Dewsbury
- Reviewing
- BT
- Date
- 2017-09-20
- Comments
-
Terrible customer service.
I was a happy Plusnet customer with no real issues, however, I was unfortunately tempted away by a BT sales representative who promised me the world, but in reality my experience has been very different.
Initially I had constant problems with the Home Hub 6 and its WiFi.
Every time I rang the technical department I was either given a solution that failed to solve the problem or more often than not I was cut off before completing my conversation, leaving me and my entire family frustrated and often without a WiFi service.
I was sent a replacement HH6 which did not resolve the issue and eventually I was sent a HH5 which did thankfully cure the problem and since then I have had no techical issues since,
However, the customer service and billing have continued to be well below standard.
My latest bill included a £65 charge supposedly for asking to leave the broadband service early, something I didn't ask for or was discussed with anyone at BT.
When I tried to resolve this by phone, I spoke to an advisor who initially tried to tell me the £65 charge wasn't actually a cancellation fee as stated but rather a charge for one of the routers? When I explained this wasn't the case as the only router that worked was the HH5, He put me on hold and never returned, leaving me hanging on the phone for 20 minutes + listening to "On Hold" music.
I then tried to ring back later only to be put in a queue with no answer, and when BT turned their phone lines off at 9pm I was cut off despite waiting 45 minutes for a reply.
I then attempted to contact BT via the online chat, eventually after a 30 minute wait I spoke to a lady call advisor who initially told me the £65 was credited back to my account in a payment of £75.95 to my account in July.
I explained that this was incorrect and the £75 95 credit was a refund promised to me for leaving my previous provider Plusnet early to cover their early cancellation fee. BT repaid me the charges made to me by Plusnet.
She then said I would receive a £65 refund to my account, She also insisted I should "relax" something that I feel wasn't appropriate at the time.
When I demanded that I wanted to escalate my complaint to a supervisor, She stalled for a while and eventually passed my complaint over to a supervisor.
He asked what could be done to resolve my complaint and I explained I wanted early cancellation of my contract with no cancellation fees as I felt the service isn't fit for purpose.
He told me he couldn't do this and would have to escalate this further and promised me a callback in 48 hours.
No callback was made to me, despite being promised and yet again I had to contact them via the online chat. I spoke to an advisor who told me I would receive a call tomorrow.
After explaining the promise made by the supervisor, I eventually received another call from another supervisor who explained he failed to callback as he was tied up with another complaint (A complaint that appears to have taken 48 hours)
Again, he claimed it wasn't something he couldn't deal with and I again have been promised yet another callback that could happen at anytime over the past week. (I have no confidence it will happen at all).
Had I have known what poor customer service BT had I would have never have left my previous ISP Plusnet.
I have no desire to remain a BT customer, as I feel I have been treated very badly.
Promises have been made that haven't been kept, money taken out of my account that shouldn't have been and I have had to constantly endure terrible customer service in an attempt to resolve the problems created by BT
- Location
-
- Location
- Ashington
- Reviewing
- BT
- Date
- 2016-03-14
- Comments
-
BT was good for the first year however they have decreased my broadband speed and it is now 10x less than it should be. I do not recommend this broadband.
- Location
-
- Location
- Torquay
- Reviewing
- BT
- Date
- 2022-02-09
- Comments
-
Total crap . Terrible customer service.
Despite the adverts saying that you get the same service in all rooms or you get 100 pounds refund.....you don't!
I live in a 3 bedroom house. 2 rooms you get almost no reception.
Also it drops out daily. And although b.t. say they will send someone around ...noone turns up and I took a day off work to wait in for nothing. Crap company.. crap service .crap product.
- Location
-
- Location
- chesterfield
- Reviewing
- BT
- Date
- 2023-11-08
- Comments
-
Totally disgusted and very UNHAPPY with BT horrible company!!!
My phone line never works they never help to fix it, I have spent hours trying to get through. When i get through its a complete waste of time because i still don't get help. Its very frustrating how they get away with such crap service. I cant wait to leave BT and suggest nobody use this company and save yourself a lot a stress and bad customer service and bad internet and phone service.
- Location
-
- Location
- NW116AT
- Reviewing
- BT
- Date
- 2016-04-12
- Comments
-
I changed from Sky to BT to get their infinity package's promised speed. First of all. My connection was not changed. They kept me on the cooper wire. Connection drops so often that is ridiculous. I should have stayed with slower but more reliable connection
- Location
-
- Location
- Oban
- Reviewing
- BT
- Date
- 2024-01-17
- Comments
-
My worst nightmare! Rip off, thieves, non existent customer service, incompetent employees, poor service, absolutely not worth it. I've been with them for 6 years, first broadband, then added TV and mobile. Coincidence or not since EE took over, everything went bad. No mobile signal, no Internet signal, no TV signal. They forced me to upgrade fie a higher band saying Internet will work, but it hasn't and I couldn't stop contract. They charged me and extra add on for netflix which I didn't ask for, they didn't want to let me finish contract before April although I am paying for nothing. You have to wait up to 6 hours to get through to customer service, and if you are lucky they will move you from one department to another with no success. They will just walk you through all tests and procedures and codes and staff that you simply quit because you would need 3 days and lots of patience while they are taking your money without any shame. Run away from them! Run!!!
- Location
-
- Location
- Oxted
- Reviewing
- BT
- Date
- 2022-06-17
- Comments
-
If I could give BT minus 10 , I would. I ditched them 20 years ago after moving house and had terrible trouble with them even then, poor service , poor reception etc. Since then, I met a new partner last year who had BT and was horrified that he could hardly get any reception. We complained, after 2 months of me shouting at BT , they finally fixed the problem for it to go wrong again 5 months later . They have ignored our complaint and after receiving a letter saying as their package was changing, we could leave. So we changed to Sky with supposedly 6 mths of BT left . Since then they have literally gas lighted and bullied us with conflicting emails and letters forcing us to pay £107 to leave despite earlier no charge info previously and are subtly threatening legal action. My partner is so stressed , he is paying but I will be contacting the Ombudsman about this . They are the most unethical company I have ever dealt with . Please do NOT sign with them, there are cheaper and better options out there
- Location
-
- Location
- Red Lodge
- Reviewing
- BT
- Date
- 2017-03-23
- Comments
-
I have had BT service for over three years and have been tirelessly disappointed!
Only recently did I finally get broadband service which has allowed me to view movies and online videos at a decent rate. However, my internet WITHOUT FAIL turns off and on 2-3 times daily. It's extremely inconvenient as it disconnects me from my work and family.
BT is the only available service in my area, naturally, or I would certainly be choosing another provider. For what I pay each month, I expect more reliable service!
- Location
-
- Location
- Staffordshire
- Reviewing
- BT
- Date
- 2018-07-16
- Comments
-
I was with BT for 12 months customer service was not always hepful usual answer was "It's working okay our side" they advertise as being customer orientated but in truth no better than some others and mt broadband kept dropping out and was slow even though i wax on tge fastest fibre
- Location
-
- Location
- Liverpool
- Reviewing
- BT
- Date
- 2021-09-23
- Comments
-
Never got equipment. Order was frozen . Ended up staying with virgin .was not told order was frozen
- Location
-
- Location
- stoke golding
- Reviewing
- BT
- Date
- 2009-08-25
- Comments
-
Although I am grateful that we have broadband,the speed jumps around like crazy.Some times of the day and weekend,you could pull it with a piece of string between your teeth faster.It makes gaming almost impossible.Almost as bad as dial-up.
- Location
-
- Location
- Northampton
- Reviewing
- BT
- Date
- 2019-01-06
- Comments
-
Would have given no stars but there wasn’t an option for that..good enough to take your money off you every month because I was in a contract but paid for 11 month of no phone and broadband but won’t give me any compensation because there pathetic excuse was I wasn’t phoning them all the time to report it..I would advise to steer clear of bt don’t want to know when you complain steer clear of them better providers out there who are cheaper and have better customer services bt’s customer services is appalling.
- Location
-
- Location
- Bryn Port Talbot
- Reviewing
- BT
- Date
- 2019-08-26
- Comments
-
I went from EE to BT as you are supposed go be able to get fast fibre broadband in every room. Yes you can if you buy into extra discs for every room. £10 extra for each one per month. Rubbish coverage. Can't wait for my contract to finish. Don't do it.
- Location
-
- Location
- Lancing
- Reviewing
- BT
- Date
- 2016-12-01
- Comments
-
To say I am upset is an understatement. Customer service appalling. Promised a call back to discuss/finalise and complete my claim that an adviser set up on my behalf, still waiting for the call...3 months later to the day! They have managed to lose my original landline which I have had for years and use for work. This has affected my business hugely to the point where I have had to get new leaflets/flyers printed to my expense with the alternative number they have provided me with. Waited in for 3 hours for technician - no show! Told would have 2 call backs -still waiting. Told they would waive a couple of initial charges due to the inconvenience I have been caused, bill actually came out at £80 more than it should have!! Do you think I can get sense out of anyone at their end of the phone?? The hours I have wasted waiting on hold is beyond belief - a HUGE waste of my day. At the start of this fiasco they sent me a 'You View' box and extender kit FOC. 'You View' didn't work, only one plug instead of 2 in the extender kit. They said they would charge me £129.99 to send an engineer out to sort this - talk about rubbing salt into the wound!! If I could turn back time I would never, ever have used this company. Out of pocket, time and patience with BT!!!
- Location
-
- Location
- Berkshire
- Reviewing
- BT
- Date
- 2016-12-29
- Comments
-
Joining BT is one of the worst decisions I have ever made!!
In the three months since joining I have had two faulty hubs and have been waiting for my third for over a month now. I've been fed a pack of lies about when this will arrive. I have spent hours (literally) on the phone or, more accurately, on hold to their call centres. I have now had to explain the situation an impressive 10 times to various people, who clearly can't help me. I have logged complaints and heard nothing back from them despite requesting someone contacts me. If I was charging an hourly rate for my time I'd have been on a nice little earner! Oh and another joy was having to verify my identity EVERY time I spoke to a different person as I had been entered as Mr. That was enjoyable and not at all irritating.
However, one thing BT do very well and should pride themselves on is taking my money. Every month without fail - on the dot! No reflection in the charges of the fact that I've been without the internet for roughly a third of the time I've been a customer mind you.
So as I would warn off someone from dating a deadbeat ex, I feel I must do the same with BT. I'm in it up to my neck, for the next 9months at least. But you still have a chance to avoid it.
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2023-06-22
- Comments
-
BT raised halo package to extraordinary amount of £60 per month. BT operative embarrassed that unable to offer deals on the account. Moved to Sky for about £20 per month which has a good service.
- Location
-
- Location
- Kent
- Reviewing
- BT
- Date
- 2018-06-28
- 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.