3,590 Customer Reviews over 90 pages
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- Location
- shropshire
- Reviewing
- BT
- Date
- 2016-01-05
- Comments
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I would give minus 1 if I could same old as everyone else, my phone bills only ever were 50.00 month max moved to bt when we moved house now touching £115.00 month when I was assured max bill would be £40.00 I also felt staff were very smug when speaking to poor trained staff.
I will now only communicate through email until my contract finishes next month YIPPEE!!!
I am now in communication with the Ombudsman and advise everyone on this website to do the same
- Location
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- Location
- Southampton
- Reviewing
- BT
- Date
- 2016-04-15
- Comments
-
Very poor service. BBand sppeeds of about 0.2 - and after some weeks, BT admit speed was restricted due to connection issues.
Do not understand why they did not tell me this when the line was restricted.
Need to change supplier!
- Location
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- Location
- Bury St Edmunds
- Reviewing
- BT
- Date
- 2019-04-27
- Comments
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horrible service. They talked into 18month contract with package I don't need. and paying nearly 60 pounds for it. and they talk you into expensive contract although I informed them I wanted to reduce my monthly bills. After 18month, never again, with BT.
- Location
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- Location
- Lee on the Solent
- Reviewing
- BT
- Date
- 2017-04-07
- Comments
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Poor wifi connection. Horrendous customer service. Unable to get out of contract, although I've only have 10 days service, as Ive been told countless times today that its 14 days from when you sign up and not from when the service started 10 days later
- Location
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- Location
- Mayobridge
- Reviewing
- BT
- Date
- 2016-08-12
- Comments
-
I have been a loyal customer of Bt since 1996.I have up to now not complained but I feel I must tell others how I rate BT.Our internet has always been slow but within the past year it has been dreadful.I can't watch any utube,Facebook videos as it keeps pausing.I tried ringing Bt forty minutes later I eventually got through.I went with their protocol and was promised that speed with get better.I am still waiting as nothing has improved.I have tried ringing them again but again,can't get in touch with BT unless I have another forty minutes to wait listening to,We are experiencing a high number of calls please wait?I now understand the reason that everytime I call to complain that the line is busy,as I am paying full price for a service that isn't fit for purpose.I am on the lookout for a new provider,but very disappointed in BT overall.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-02-29
- Location
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- Location
- Chichester
- Reviewing
- BT
- Date
- 2017-01-06
- Comments
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Poor customer service. Great internet speed but pretty pointless if the internet connection drops out at least 9 times a day. No one gets back to you in a reasonable time. Hopeless. Worse internet ever.
- Location
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- Location
- Brighton
- Reviewing
- BT
- Date
- 2019-02-08
- Comments
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Shocking service left me without broadband for a month. Never go with BT.
- Location
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- Location
- Kent
- Reviewing
- BT
- Date
- 2019-01-14
- Comments
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Pretty slow service and high cost, very bad customer service but generally OK. Will switch in the future.
- Location
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- Location
- Northampton
- Reviewing
- BT
- Date
- 2014-07-28
- Comments
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I've had problems but worse is my son's experience. He ordered a BT package for his new house and was promised it a week ago. He stayed in each day but it has not arrived. Every day he rings them and is reassured it will arrive the next day. He now tried to cancel because they are not giving him a service but they say he can't, How come he has to keep his part of the contract while they don't keep theirs? Totally inadequate and when I move soon I will not sign up with BT again.
- Location
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- Location
- York
- Reviewing
- BT
- Date
- 2016-09-07
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2018-09-22
- Comments
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I have gone to the BT web site. Entered my postcode and ordered the fastest broadband+TV package available. The technician has visited in 4 days to install (This is unbelievable right? 4 days only. What an improvement!)
He told me that the line can't support such high speeds so I need to cancel the order and get another package. I have called BT Support, it took 2-3 days to cancel the existing package and they told me that they will order internally for the new one. They ordered the same old package with activation date 15 days ahead. Guys are this a joke?!! Compared to international standards (I can get a broadband in 1 day in any country other than Europe) this is not only silly, it is a rotten service standard. Why the hell everyone has to wait for lazy Open Reach bustards for 15 days to get a connection? Get lost.
- Location
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- Location
- Barry
- Reviewing
- BT
- Date
- 2018-06-24
- Comments
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Can't speak to the broadband speed and reliability as it's not been activated yet, but I expect great things considering the extortionate activation fees they're charging us.
We've moved into a new build home, and due to BT's monopoly on the area are unable to go with any other provider. Not only are their broadband deals more expensive than anyone else's, we have to pay £70 in various upfront costs. Absolutely disgusted. They're at liberty to charge whatever they want because there's no competition - the alternative is to not have internet for a year. Wondering if there's recourse to go to the Financial Ombudsman about this.
- Location
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- Location
- Stafford
- Reviewing
- BT
- Date
- 2017-03-10
- Comments
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Shocking service! The worst customer service! Past from pillar to post, left with no phone line for 3weeks and each time given a different excuse!
- Location
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- Location
- FELTHAM
- Reviewing
- BT
- Date
- 2016-07-13
- Comments
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very very bad service ... bt are professional scammers ..customer service staff are not helpful at all ... have changed broadband service without informing me, put me to the highest tariff and had to pay 65 pounds for a month for phone and internet .
- Location
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- Location
- Wiltshire, UK
- Reviewing
- BT
- Date
- 2009-09-03
- Comments
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Since competition came into our area, BT has always demanded a high price for their ASDL. Now they are around 50% cheaper without explanation, other than I can never achieve a good connection. I discovered I have been double interleaved at the node, and as very very few suppliers will ever divulge the contention ratios, I suspect I'm sharing a measly 8mbps with 500 people.
- Location
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- Location
- Southall
- Reviewing
- BT
- Date
- 2015-11-15
- Comments
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Paying for 76mb and on a good day today n the middle of the night I manage to get 24mb. I do not live in the countryside and two roads down they get 60-80mb. Bt can not explain why this is, they only say the exchange is too far from my house. Really disappointed
- Location
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- Location
- Farnborough
- Reviewing
- BT
- Date
- 2020-05-06
- Comments
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I'm have been using BT Broadband from September 2017 (on 18 months contract bases). Generally, speed is exceptionally good (I can't say great or outstanding) but occasionally (once in 2 or 3 weeks) connection will drop, and the router will reboot itself and connects you back again. I'm okay with that as long as it connects without any issues.
However, the main problem with BT is its customer service. One needs to wait a long period in the call to get connected to customer service. Once connected, the customer service executive will listen to your query and raise a complaint saying, somebody will call us to resolve the issue. A couple of days/weeks later someone will call us and give some penny's compensation and do nothing about the issue. A month or 2 later the same issue again and the same process again. Awful service.
Apart from the these issues, I have been cheated on the contract term even though I have evidence in writing. It all started with my home move in 2019. I asked to move the services to the new address well in advance (requested placed on 8th July 2019 to move the services to the new home on 29th July 2019). During the call, the customer service executive said that I have to do the re-contract for 18 months again (originally my contract was 18 months) at the same price as before else I have to pay £120. I was happy to re-contract at same price rather than paying £120. I received a mail with the new contract terms wich saying like this "Package - Broadband and Calls
Because you're moving home, your line rental contract will be renewed for 12 months, starting when your phone service starts at your new address. Unless we've agreed otherwise, any other contracts you have will continue until their original end dates." I called customer service again and reconfirmed about the contract length (18 months). However, on the day of the move (29th July 2019) received a text message stating that there are some technical issues, the services move will be delayed. On 5th Aug 2019, I was back on broadband.
Fast forward to April 2020, BT started charging me more than my contract price from March 2020 bill. I called customer service and got to know my contract is expired. I was on call for 1.5 hours trying to explain my contract was not expired stating to the mail I received during the home move. If I was re-contracted for 12 months or 18 months, I will still be in the contract considering my services at the new home started on 5th Aug 2019 (it's been 9 months from the move). No matter however I try to explain to him, he is in no mood to listen to my explanation. He said BT will consider the time I spent at the old address into 18 months contract. I was referring to the mail I received during the move but he replied they can't listen to the calls recorded during the move (considering very old). He insisted to do re-contract to avoid extra charges. I declined and ended the contract. I felt like I have been cheated.
- Location
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- Location
- Cambridge
- Reviewing
- BT
- Date
- 2023-04-20
- Comments
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Disgusted with BT and being billed 4 days past my contract end date.
My contract with BT ended on 17th February 2023 but when my final bill came it said i owed up until 21st February!! Thieving scum bags and internet is not worth what they say - quick to deny systems are down when in fact its BT's rubbish service and stealing from customers who choose to leave!!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2018-05-22
- Comments
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I play video games during my spare time and I have several devices connected at once with no drop in speed, I am able to download large video game files from my ps4 very fast, I am shocked everyone else on these sites give BT stick for little problems that cab be solved easily, the engineer for me came earlier than was meant to, I even got sent a second router as a spare, any queries I have I phone up and get assistance instantly with very polite customer service, I cant be more thankful to BT, People should 100% give BT a go, Infinity 2 package is the dream.
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2016-07-21
- Comments
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Just HAD to come and add my review to the pile of negative comments that get posted here due to the service BT gives. Here we pay for 30MB/s download and are on BT's buisness fibre optic deal. I am HUGE tech geek so i know when somethings up. We constantly get sh*t on from a height from bt with extremely slow services (at one weekend download went down to 0.4MB/S!!!) and constant connection interruptions. We haven't had a week go by that we have a constant connection. The 'broadband' sign on the router is always orange or non-existent when the connection drops. The only times we have had what we pay for seems to be ridiculously early in the morning and for a week after we phone them to complain. We have sent an email covering all the bases they seem to constantly say "this can have an effect" like hardware bottle necks. Getting us to go ONLY on certain sites to check the speed which we are sure are exaggerating our network speeds. Bt are THE WORST ISP out there and I highly recommend looking elsewhere. Possibly someone that can withhold their end of a contract that they sign you into because it is most likely that after your contract ends you have had enough of their bullsh*t and decide to go to a worth ISP of your money. I feel the need to say this so that maybe one less person is screwed over by bt and one day (hopefully) the company ends up where it deserves to be. In the dirt. TLDR: DON'T EVER SIGN WITH BT THEY WILL F*CK YOU OVER.
- Location
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- Location
- New Galloway
- Reviewing
- BT
- Date
- 2021-01-08
- Comments
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BT broadband has got good customer service, but the connection is an absolute disgrace, it keeps cutting out every 5 minutes, and I had to ring up customer service this morning, and they told me they would try their best to fix it, but overall, a very poor service... STAY AWAY
- Location
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- Location
- Battersea
- Reviewing
- BT
- Date
- 2016-12-19
- Comments
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The broadband is okay, not exceptional but okay. It drops from time to time at night but I experienced the same thing with Sky broadband, albeit, less frequently. The things that I really dislike are the fact that when you initially contact them, they tried to upsell me BT infinity, despite the fact that I clearly didn't need it; in addition to this, call and late payment charges are quite steep. I will definitely be migrating once this horrible contract is up.
- Location
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- Location
- Adam
- Reviewing
- BT
- Date
- 2015-06-09
- Comments
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It is a matter of fact that BT is the worst company in the UK. They do not provide anything close to a good service. When you have a problem they will lie and lie for weeks until they fix it. Customer service people are morons who don't right down any information you give them so you end up repeating yourself a thousand times in the space of 2 days and for all this pleasure you pay more than most other broadband companies around. Only reason BT is still around is because they gain all their money from line rentals. Without this they would have gone bust a long time ago.
- Location
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- Location
- castlewellan
- Reviewing
- BT
- Date
- 2017-11-21
- Comments
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very slow broadband. blocked me twice only been with bt about 6weeks. the cost so far is around £150. made very few calls it is a right ripoff.
- Location
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- Location
- Falmouth
- Reviewing
- BT
- Date
- 2017-09-13
- Location
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- Location
- Warrington
- Reviewing
- BT
- Date
- 2019-01-14
- Comments
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Never had any problems with BTs broadband services and the smart hub range is outstanding. I don't get any buffering and the additional free services such as the free Wi-Fi hotspots are really helpful. BT can be a more expensive service but value for money especially in terms of the added free services (Wi-Fi hotspots, cloud storage and virus protect) and the broadbands performance alone makes it worth the couple of quid more you pay. overall great experience. I think a lot of people forget how much they use their broadband and don't give much thought to it other than getting the cheapest deal available. When you've got a household all using the broadband 24/7 and you've decided to pay the least you can for your internet its not surprising when you don't get a quality service.
- Location
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- Location
- leicester
- Reviewing
- BT
- Date
- 2018-04-02
- Location
-
- Location
- Oxfordshire
- Reviewing
- BT
- Date
- 2021-10-18
- Comments
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Absolutely disgusting concept of customer service. Was mis-sold a product that was supposed to provide us with internet until an engineer could come out, that then apparently couldn't be provided until after the service had been connected. What a complete waste of time. The people I had the misfortune of dealing with were unpleasant, argumentative and generally unhelpful, wasting an hour and a half of my afternoon for basically no resolution because everyone is busy blaming each other. Communication is poor and aggressive, and the overall experience makes me severely regret choosing to go with BT at all
- Location
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- Location
- CASTLEWELLAN
- Reviewing
- BT
- Date
- 2017-11-21
- Comments
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Very slow broadband. Only had bt for 2 months cost so far over £150 it is useless at night and bt blocked me twice a waste of money
- Location
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- Location
- Kent
- Reviewing
- BT
- Date
- 2020-01-20
- Comments
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Just a quickish compliment. Recently swapped back to BT from EE. EE was very good but in researching to get my bill down, I found that EE were about to cease their replay TV box which I used a lot. The EE call package was better and their TV box, I found better than Youview. Nonetheless I got a slightly better monthly price with which the new installation included fibre to the door and hub plus the 'complete wi-fi' disc package. The whole kit send, hook up and installation (about £39) was all trouble free and on time. I got near max (38MB/sec) speeds almost immediately. The first install only had one disc but I had a few weak spots and phoned up to get the other two they allow (they sent one at a time but that was fine, it gave me a chance to trial two only). I still had a bit of an issue in two spots in the house with two discs (three floors and a lot of metal) but now with three discs I have 36-38 everywhere including in a shed that's about 12 feet from the house (wi-fi signal has to punch through walls and windows plus wood of shed). All in all I have to say I'm very impressed.
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2017-05-29
- Comments
-
The bt internet is the worse i ever had i will never recomend it.Every 10 minutes it turns off by itself and you have to wait about an hour for it to start again.When my contract will end i will 100% go look for a better company and trust me the is nothing much worse then bt.The wifi is so slow that i rather walk to starbucks which is about an hour away from my home then wait for my internet to
load.Also the internet is so slow that i invited my granny for a cup of tea however she lives 2 houres away from me gues what she came just before the internet came back on again (shes 83 and she walked to my hause)
- Location
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- Location
- Horsham
- Reviewing
- BT
- Date
- 2023-01-19
- Comments
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Dreadful internet speeds, unreliable and the customer service leaves a lot to be desired. Promised 800-900mb/s and getting between 10-30mb/s if lucky, even over ethernet.
- Location
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- Location
- Bath
- Reviewing
- BT
- Date
- 2014-05-12
- Comments
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I have always had my home internet services from BT and it's safe to say they have been unreliable at best.
I have never had any issues with customer service but actual broadband speeds are absolutely atrocious. The highest speeds I have ever received are 3mb/s and that is on an extremely good day.
Speeds are inconsistent and sluggish and something I have noticed happening regularly is the sudden dropout of all internet access at all times of day.
If you're interested in gaming then this is definitely not for you. LAG is the only word to describe it.
If you have access to BT Infinity then I'd maybe suggest going for that if you're still interested in choosing BT. But, if you live in the same area as me I would advise you avoid BT.
A quick note on landline prices. BT phone bills that come quarterly and don't include unlimited calls can become extortionate. The amount's my mother has had to pay are absolutely ridiculous and I have finally changed our provider so hopefully things will vastly improve.
- Location
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- Location
- Bolton
- Reviewing
- BT
- Date
- 2016-02-24
- Comments
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I subscribed to BT Infinity 1 on Sunday and already I have received absolute diabolical service - I am absolutely astounded they get any business at all - I am going to cancel my order... and why cant I write on their facebook probably because they want to hide that fact they don't know the first thing about customer service!!! Anyone thinking of swapping over I would strongly suggest they think twice and then again because you haven't received diabolical customer service until you have to deal with this lot!!!
- Location
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- Location
- Riding Mill
- Reviewing
- BT
- Date
- 2018-07-18
- Comments
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Absolutely appalling service! Please do not use BT! Had to wait 2 months for the Broadband to be installed without any communicating or updates from BT, I had to do all the chasing and challenging to ensure that we eventually got internet at all! We were passed from pillar to post each time we rang customer services and each time promised that the issues would be solved-each time we were left disappointed.
To further the disappointing experience that we’ve had with BT, after the broadband was installed, we received numerous bills stating that we owed them money and adding unpaid bill charges onto our account. When I set up the account originally I had added a direct debit which was being taken out of our account, so was baffled as to why I was receiving fines when I had been paying the bills. After having to call BT again to sort this issue out I discovered that they’d actually set up two accounts in my name and where trying to charge us for both of those accounts-one that I was paying for by direct debit and the other one that they were sending us bills for! I couldn’t believe the incompetence and sheer cheek! They apologised and said that they would reimburse us and sort out accounts so that there was only one. A week later….we received another bill-again adding fines for not paying! An on-going joke!
Ironically, we went with BT as they are a well-established company who we thought would be good at dealing with any issues: an absolute untruth! Just awful!
- Location
-
- Location
- Newport
- Reviewing
- BT
- Date
- 2014-11-05
- Comments
-
BT have been offering a fantastic deal on broadband in our area, so we signed up and had our hub delivered. No luck with installation so called the helpline who escalated the problem. Another two calls later and an engineer was sent to the house. His first comment was "there is no broadband in this area so I don't know why they keep sending me here". Don't you think BT would stop wasting people's time, its not rocket science.
- Location
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- Location
- Newcastle
- Reviewing
- BT
- Date
- 2019-06-25
- Comments
-
Ilana’s customer service today was brilliant - clear explanation, took 12 minutes to handle what I anticipated could take 1-2 hours.
Thank you for what is clear dedication to your customers!!
Could not fault.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2023-03-02
- Comments
-
Was charged £125 for cancelling the service early (2 months) eve though it didn't work for 2 years and we had to pay for a different provider. Customer service is terrible and you'll waste hours of your life on the phone to them. Terrible wait time for engineers. They'll comment on this post saying they're willing to help but you go through the complaint service over and over with the same outcome. Avoid at all costs!
- Location
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- Location
- Liverpool
- Reviewing
- BT
- Date
- 2017-11-22
- Comments
-
Awful services!! No channels work get told on the phone just to watch on catch up? Disgraceful can't wait for my contract to end!!! Will be telling all family and friends not to go with this company!! Also when on phone to customer service your passed on to other people constantly bein told different things each time. This company needs to sort it's self out disgrace.
- 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.