3,590 Customer Reviews over 90 pages
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- Location
- Suffolk
- Reviewing
- BT
- Date
- 2019-01-19
- Comments
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No consideration or care for customers. Phone staff say pretty things but have left 2 of my issues unresolved. Blamed me for their mistakes and have left me to pay for a TV package I cant use, due to the wiring. Was told cancelling during the Trial period was successful but am now stuck paying for something I cant use. NO HELP. NO CARE. WORST BROADBAND EXPERIENCE IVE HAD.
- 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
- swansea
- Reviewing
- BT
- Date
- 2015-07-01
- Comments
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Customer service is shocking, it took four months to finally fix a fault slow service, buffering, losing connection during that time I had to deal with some very rude people who kept talking over me and no compensation when it was finally resolved. The broadband can be excellent but it's not worth using because of the hassle if you have to use customer services
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2012-10-25
- Comments
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So disappointed with BT. Decided to change suppliers and go with BT, with reassurances from BT that Infinity would work well. Engineer turned up, very grumpy and rude because he had to change junction box. Couldn't set up, said he was going to the main box to reset everything, never returned. Turned up the next day did the same and disappeared - still no broadband. Rany customer services, job marked as complete by engineer! All customer services could do was give me BB fault number - why am I paying over £25 a month for such appalling service?!
- Location
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- Location
- Stoke On Trent
- Reviewing
- BT
- Date
- 2018-08-15
- Comments
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if i could give 0 stars i would. thought talk talk was bad until i switched to BT. no wifi absolutely anywhere, be prepared to be charged over for your phone bills because youre going to need your data
- Location
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- Location
- Southampton
- Reviewing
- BT
- Date
- 2015-10-07
- Comments
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I can't comment on customer service as in 4 years, I have never, ever had to call them. The broadband has never been slow despite servicing a smart TV, 2 smart phone, 3 computers and a kindle. It's never gone off-line ever. Wish it was a bit cheaper though!
- Location
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- Location
- Southport
- Reviewing
- BT
- Date
- 2020-01-08
- Comments
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Had some issues with customer service in the past but picking up the telephone to call someone will get you much better service than live chat. Reliable service and speed. My price went up after 18 months but a quick phone call telling BT I'd found a better offer elsewhere and they brought my price down by more than half price a month. Highly recommend.
- Location
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- Location
- Devon
- Reviewing
- BT
- Date
- 2014-09-30
- Comments
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Absolutely shocking! DLivery didn't turn up. Engineer didn't turn up. Left without Internet and tv for two weeks. Charged for those two weeks! Was told to wait in for another delivery, still didn't turn up. Engineer came. I was told I would not have to pay for delivery and engineer but they put it on first bill which totalled at £90....should have been around £30!
Was told I would have compensation of £55 and this we agreed could go straight into my bank. They did put the money in...then added it on to next bill!!!
Cut me off during bill dispute. Finally they agreed that after I had paid an unbelievable amount of £112 for two months that I owed nothing more. Cancelled direct debit as they kept taking money on I agreed dates. Finally set up new direct debit when they agreed all would be as it should. Less than two weeks later they demand another £65, contacted them again to sort...hours later it was agreed I did not owe the money that all would be fine. I have been cut off again because the £65 has not been paid!!! Absolute joke!!!! They will reconnect me after loosing 48hrs of connection but not reimburse the days I've been without!!! I have been sent round in circles continually in less than 3 months!!! Spending approximately 24hrs on the phone to BT and wasted 3 days at home waiting for them to not turn up.
- Location
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- Location
- Northamptonshire
- Reviewing
- BT
- Date
- 2020-12-27
- Comments
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After recently joining BT I was not best pleased with some of the service we got and nothing was getting actioned. However I luckily got a lovely lady called Jinder Kaur from the Leicester office (I think) who promptly resolved the issue and promised to call back which she did and also followed up after Christmas to make sure I received my connectors and got the engineer booked in.
If only all customer service stay was like her in every company!! These 5 stars go directly to her and I really hope this review will be passed on to her.
Thank you Jinder!!
Regards,
Chloe
- Location
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- Location
- Ashton under Lyne
- Reviewing
- BT
- Date
- 2019-08-30
- Comments
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18 month contract with BT, first few months everything was ok, good speed and reliability, then things deteriorated rapidly. Speed dropped and is now half of what I was promised, connection drops out constantly. I have complained on several occasions and was advised to reset the router on a weekly basis, reset it once but then for some reason it wouldn't reset again. I am now in the process of switching provider and am hoping for an improvement but one thing is for sure, I won't be returning to BT.
- Location
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- Location
- Frimley
- Reviewing
- BT
- Date
- 2015-02-25
- Comments
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Be advised. Don't go with BT. They are dearer despite a poor service. Be warned there is a £30.00 Cancellation charge, if you ever leave BT broadband, not to mention the arrogant customer service agents. Just moved to virgin, much faster and reliable although upload speeds aren't that great.
- Location
-
- Location
- Brentwood
- Reviewing
- BT
- Date
- 2014-10-14
- Comments
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Utterly useless service. My line speed went down from about 6.5mb/s to 1.6 mb/s. After a few days of this not improving, I reported the problem and was told that BT only promissed me better than 1 mb/s and so were not even allowed to make a note of my issue. Switching to Talktalk. Oh and usual problems with indian support staff whose english is abysmal.
- Location
-
- Location
- Ipswich
- Reviewing
- BT
- Date
- 2017-01-26
- Comments
-
Superfast BT Broadband is not worthy of its own name. You will be lucky if you receive half the advertised speed you payed for and even luckier if your BT hubs connection to the internet doesn't just drop out randomly, and can stay out for several minutes. Never use BT broadband and I never will again, just Terrible.
- Location
-
- Location
- Slimbridge
- Reviewing
- BT
- Date
- 2016-07-21
- Comments
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My internet though infinity is so unreliable I have to use BTWifi-with-FON if I want an internet connection.
- Location
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- Location
- Oxford
- Reviewing
- BT
- Date
- 2009-08-24
- Comments
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I'm paying for up to 8mb per per second, I should be getting about 4.8mbps as that what the line currently supports and a BT engineer has confirmed this.For the last couple of weeks I've been watching my service disintegrate before my eyes and despite countless call to BT's support line, nothing's changed. I've swapped out my router, my cables and my filters, no change. my latest test results, download speed of 0.27 mbps and upload speed of 0.29 mbs are about average for the last couple of weeks, although my download speed has been down as far as 0.06mbps! The only reason I've rated the service as very poor is that I can't rate them any worse.
- Location
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- Location
- Lowestoft
- Reviewing
- BT
- Date
- 2014-12-09
- Comments
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Once connection problems sorted out by engineers, great broadband and service.
- Location
-
- Location
- Craven Arms
- Reviewing
- BT
- Date
- 2018-09-13
- Comments
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Total rip off artists. Waited 3 weeks for an install and then 6 months layer got a charge by dd for £240!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-08-15
- Comments
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My partner has been a BT customer for years so when we moved in our new flat this month, we decided to use the BT broadband services. However, the line came on and off all the time in the first three days so we called to cancel the order. Their customer service team sounded very nice and asked us to give another chance for them to investigate, so we did. We arranged a follow up call on the following day and specified due to our working hours we could only receive calls in early mornings. So their team did call back a few times but when we were at work so we missed all the calls, and there was no number for us to call back. Therefore we tried to call back again to cancel the order, then we were told the 14 days free cancellation had been passed (counting from the day we placed order). Then we spent altogether 5 hours calling their teams and got the answer that we either paid a £350 cancellation fee, or waited at home for an engineer to come over to check whether it can be fixed (but again during our working hours!). I am very surprised by their tactics and attitude to deal with their customers in this way.
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2021-06-07
- Comments
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Can't fault the service. Was due initially to have the broadband connect 4 weeks after purchase however after the first visit in week one Open Reach could not locate the 'in' to my property and decided that some ground work would need to be done (digging up a bit of path). This pushed my go live date back by a further 4 weeks which would leave me without a connection for 4 weeks as I'd terminated my contract with Virgin. Spoke with BT who immediately dispatched a 4G router to cover the down time. Following week Open Reach dug up the path and did the necessary ground work - spoke with BT again who then brought forward my go live date to the original agreed date. Excellent service all round.
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2023-12-18
- Comments
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I've been with BT broadband for many years. Im out of contract and trying to get a new deal. There's no customer retention policy/reward as I could get a better deal from their website as a new customer than they could offer me as a current customer - there was a £10 difference—funny way to run a business. So I've cancelled the contract.
- Location
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- Location
- Bs15 4pf
- Reviewing
- BT
- Date
- 2017-11-24
- Location
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- Location
- Gateshead
- Reviewing
- BT
- Date
- 2014-04-27
- Comments
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Changed over from Sky on 17th April. We have been watching BBC,ITV etc through the Sky box as we don`t as yet have an aeriel. Tuned in to watch football on Saturday 26th and found we had no channels. Only technical advice I got was that I need an aeriel for updates to be installed. After 54 minutes on the phone and explaining that the channels I wanted to view came through broadband and not the aerial, I was told I needed an aerial for the updates. So after 1 week I now have no tv channels. I am told that a manager will contact me in the next 5 days to try and resolve after I said I was cancelling and going back to Sky. Think very long and hard before changing to BT. If you threaten to leave them you speak to someone in this country. For so called technical advice you speak to someone thousnds of miles away. I spoke to 5 different people in 54 minutes.
- Location
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- Location
- Romford
- Reviewing
- BT
- Date
- 2018-12-24
- Comments
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Always slower than what you are paying for. Done with BT.
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2016-02-05
- Comments
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Bt what can I say? I went with them two years ago to get the TV as infinity had been instead and Virgin couldn't give us TV. The pallaver to get the broadband phone and TV installed an running was unbelievable with endless calls to BT and the so called technical centre in India [ who to be fair at the time did at least call back ] even though they couldn't fix the problem of a "stuck" order. The whole thing had to be cancelled at started over again and still there were delays and letters asking me to return equipment which didn't need to be returned. Eventually it was all sorted [ but it took around 4 weeks to get everything working properly anf=d hours frustration on the phone to polite but useless people who didn't or couldn't keep their promises or who couldn't understand the issues ] .Since then the broadband and TV service has been fine with speeds as promised of 38mb. Prices have however risen considerably over time .
Recently they wrote to me putting up the charges saying if I didn't take out another contract with them they were going to charge me around £7 more and would no longer get Sport lite [ which I don't watch anyway ] .I called BT ,after getting quotes from other suppliers and they kindly agreed to offer me the current service plus BT sport for considerably less than Talk Talk or Sky - I was happy again or so i thought . Then the problems began .
The BT sport duly arrived the next day and I called their sales team to ask if i could have the HD channel bolt on . You would have though this simple request but no . This was agreed and an order submitted told it would take probably a couple of hrs but at worst it would be 24 max.
No HD channelled 24 hrs later - nada. Called 150 [ long wait and user automated system with a Scottish lady telling me how important my call was and would i like to use their web site which proudly announced "sorry for the delay" and gave information none of which was relevant or did not solve the issue ] .On getting through to the Oders team or tech dept or who ever they were the saga with their Indian call centre began. 150 answered and after a further interminable wait to muzak was put through the ] I have called them 5 times and on each occasion i have been assured the service will start and on two occasions would be called back as they were personally monitoring my order . I have to say no such calls were ever received and I am still without the HD version of the channels [ at one pointI even lost the exisitng internet / non hd channels but miraculously they were restored 6 hours later ].
I have had to spend hours on the phone waiting and explaining to some very polite but disingenuous and ineffective staff who have basically fobbed e off with a load of old tripe and unfulfilled promises [ lies I suppose ]. Even one of the women at the call centre told me SHE had been cut off by the Orders Dept. Every time you must speak to a different person and they all parott the same script but despite promises they don't solve your problem - which in my case where is my order ?
In frustration I googled the BT's CEO e mail adress [ Gaivn Patterson ] and wrote to him . This at least resulted in a prompt reply although I suspect it was probably computer generated since it arrived about 9pm in the evening but was singed from "Gavin". All very mately I suppose he can afford to be but since Iv e never met him and he's not my friend Ifound this a rather superficial and dare I say it American overly familiar way to sign off to a customer and shareholder { why? I am seriously asking the question ]
....I have now been passed to the Executive Support Team [ whoever they are ] to claim to be taking ownership of the problem and not to contact any else in BT as they might get confused [ from my experience that would be a racing certainly] .The claim they will get back soon ... we will see.
I pointed out MR patterson that surveys by Which ? and others show BT a the t bottom of the league for customer service and that now I had experienced the reality of BT I was in full agreement.
I have also loolked at heir website on quality issues and they have all the mamagmetn speak and about stuff programmes to improve service , Quaky assurance , ISO9001 .[In my epxpereicne the assurance rating is useless since basically BT set the standard they want to meet - one it seems that is not very challenging - and then they get accredited because they can meet it!] .tere was aloud off giiif about customer care building "shareholder value" to persuade gullible persons to invest with what is basically the a privatised PO telephones service monopoly writ large and with a similar level of service to boot.
Whilst I have been happy wth the broadband which has lived up to expectations I cannot sy the same for their customer service, problem solving and their call centres which are the worst Ive ever experienced { although Vodafone on occasions have come a close second . ]
I would be loath to recommend BT to anyone they are simply too large .
[NB 17 years ago my PC got infected with an autodialler virus and BT allowed my quarterly phone bill to get to neatly £500 - it was normally about £40 - before someone contacted me . They had already paid the fraudsters in Vanuatu for frusdent calls I hadn't made and refused refund me anything. Ofcom were useless too, although I later discovered I could have sued BT to get the money back . I left them immediately and swore I'd never go back. I should have stuck with Virgin or gone to Sky . The only reason I went back to BT was because wanted improved TV and broadband and didn't want a sky dish on my house - however that would have been be a small price to pay given the problems I've had with thier call centres. Why do these companies think outsourcing to India or wherever will improve their service ? I suspect it is all about saving money of course and not as they claim building "shareholder value" I am sure there are plenty of location in England who would welcome BT establishing a call centre there. It is British telecom after all and not Asian Telecom.
Don't bother with BT if you have an alternative - if you have problem they are simply dreadful and their cal centre staff even lie to you [very politely ]but lie is still a lie , - anything to get you to hang up . Awful, and I have shares in this company must be mad ! [ They are soon to be sold ].
- Location
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- Location
- Hodgson
- Reviewing
- BT
- Date
- 2016-01-09
- Comments
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This firm is basically satanic. Utterly useless in providing service and then contemptuous in every conceivable way when dealing with any problem. There lines and systems are basically not fit for purpose and they lie about this saying that your equipment is faulty.
They deliberately tried to decive me on the inception of the contract.
You would be better in my view with a length of string and two polystyrene cups. I am now with a independent supplier B4RN which is awesome and has great customer support.
- Location
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- Location
- FAREHAM
- Reviewing
- BT
- Date
- 2015-11-25
- Comments
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It seems impossible to get hold of somebody to talk to about my broadband issues, surely for a communications company I should be able to communicate with somebody when I have a problem!!!
- Location
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- Location
- Aberystwyth
- Reviewing
- BT
- Date
- 2022-08-23
- Comments
-
BT… a company nothing short of false promises. If you need wifi and and have it installed make sure you order 2 months in advance.
- Location
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- Location
- berrow burnham on sea
- Reviewing
- BT
- Date
- 2014-05-09
- Comments
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totally disgusted with BT. I am a new customer so you would have thought they would have got it right first time. 3 weeks and lots and lots of phone calls later to INDIA the problems are still not resolved. They lie, they put you off, they do not do what they say they will do, they charge you for a service that you do not get. Now in the realms of Taking BT for breach of contract. DO NOT USE THEM. YOU HAVE BEEN WARNED AND I HOP MANAGEMENT OF BT SEE THIS
- Location
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- Location
- Preston
- Reviewing
- BT
- Date
- 2017-08-02
- Comments
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Terrible, terrible and worse than terrible. I moved to the UK from the US. Prior tenants had used BT fibre broadband and TV so I contacted them and requested same plus phone. After three weeks of waiting, 6+ phone calls to BT's incompetent staff, multiple nonsensical explanations as to why they hadn't activated my broadband, a visit by a confused BT phone tech who had no idea why he was sent to check my perfectly operating phone line, multiple broken promises and lies in several different accents, no e-mail updates or any kind of return communications from BT (including a BT rep who scheduled a day and time to call me and never did) and their inability to set up my tv whilst the broadband wasn't connected, I gave up. BT is probably the worst company I have ever had the displeasure of trying to work with. British radio is wonderful, but three weeks disconnected from the outside world was too much. Fortunately, Sky for tv was an absolute joy to work with and Zen for fibre broadband was equally uncomplicated. If the B in BT stands for British then they are a national disgrace.
- Location
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- Location
- Worcestershire
- Reviewing
- BT
- Date
- 2016-12-09
- Comments
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After discussing about a better deal than the one that was offered online, I agreed to having fibre broadband on the deal that was discussed. The fibre was activated and I expected my bill to be what was discussed. However this was not the case and my bill was now £10 extra than expected. When I contacted BT over this issue, they denied all knowledge of me having any discussion over a better deal even though I have proof of this. They told me I could cancel my contract but it would cost me over £300 pounds.
I can't help but feel mugged and ripped off!
I should have stayed with SKY as they were faultless before!
- Location
-
- Location
- Lancashire
- Reviewing
- BT
- Date
- 2023-11-25
- Comments
-
My parents broadband ceased to work. They sent an engineer who said he'd found the problem and fixed it, yet it still didn't work. He said the router was now at fault, they sent a new one, still didn't work.
Four phone calls later, and a day of my life languishing in English history, and they now say that we have WiFi, we certainly don't, and therefore there is nothing more that they can do!!!!!!.
Ridiculous outfit.
- Location
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- Location
- Swansea
- Reviewing
- BT
- Date
- 2018-04-10
- Comments
-
Without a doubt the worst service I've ever had. Constant drop outs, and speed below 1mb/s. I've been complaining for over a year about the connection quality and still nothing has been done. Call center staff give you a different excuse depending on the day, engineers have not turned up to 5 appointments. I wouldn't use BT services if they were free.
- Location
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- Location
- Derby
- Reviewing
- BT
- Date
- 2018-02-28
- Comments
-
54mbps on a guaranteed 100mbps minimum line. I was told 80 down and 20 up were my minimums, I get 54 down and 8 up.
- Location
-
- Location
- Nothumberland
- Reviewing
- BT
- Date
- 2017-09-21
- Comments
-
I could write pages of frustrating rants here, but I dont want to re-live it all. In short it took me over 18 months to finally get the billing and BB sorted to the original request. It has cost me a fortune in wasted time and extra billing costs.
Warning:
BT customer service is abysmal just want to fob you off and then deny what you have been told.
Impossible to tranfser your old number despite being told that can.
Refunds promised on purchase never materialised.
They put things on your bill without telling you e.g. BT sport. Then insist that I requested it and wont refund.
Were charging for an old BT email address (despite having several free with the package) as it was on an old server; and couldn't/wouldn't take it off the bill!
The hardware does not function to specification (infinity) and frequently drops out but am told to reset and there are no faults on the line.
Mix this with long delays waiting for customer service, poor assistance when you get someone - do yourself a favour and find another company!
- Location
-
- Location
- Gloucester
- Reviewing
- BT
- Date
- 2015-07-02
- Comments
-
7 months into a 12 month contract and still no reliable wifi despite many many phones calls and hours spent on the phone to overseas call centres.
The icing on the cake of course is that this month, that is 7 months into a 1 year contract BT have increased the price of the HD extra package and introduces a £5 per month charge for the free BT sport channels, the channels that were advertised as free with BT broadband. And all this while I am still within the 1 year contract. Appalling service and conduct from BT. Never have I been treated so badly. Can't wait to leave and never return.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2022-04-01
- Comments
-
STAY AWAY FROM THIS BROADBAND provider please, for your own good. They have a dubious contract which I will be seeking help to get out off. The company is a joke and they’re are crooks.
- Location
-
- Location
- Doncaster
- Reviewing
- BT
- Date
- 2019-06-23
- Comments
-
Been with bt for 6 month and had problems with speeds and drop outs constantly, after numerous amounts of engineers and phone calls they have finally sorted the speed out but the constant drop outs make this pointless. After deciding enough is enough I rang them to terminate my contract due to them failing to provide, I got told it would cost £300 by the rudest woman I've ever spoke to, I've now took the situation further.
- Location
-
- Location
- Orkney
- Reviewing
- BT
- Date
- 2016-01-27
- Comments
-
Shocking customer service, BT have been scheduled to attend my property twice in the last week to install broadband and a landline. on both occasions they didn't turn up and the company made no attempt to let me know they wouldn't be attending. Go elsewhere for your broadband.
- Location
-
- Location
- Kelso
- Reviewing
- BT
- Date
- 2017-07-11
- Comments
-
Over a year of slow speeds less than 1 MB often can't even load basic web pages although can watch streaming movies at times as well to be fair. Best speed about 1.5 MB. We're paying £40 A month for this trickle of internet that other users with the same company are getting 17 MB ??? Leaving to go with a company half the price. Have had some really good experience with customer services it's not the individuals fault the company policies are responsible for customer satisfaction. Feeling ripped off
- Location
-
- Location
- tewkesbury
- Reviewing
- BT
- Date
- 2016-02-29
- Comments
-
got connected on 17th of feb then disconnected on 18th with no reason what so ever now been told phone line is redundant never had problem with any other provider used them all.... was ment to have a phone call by one of complaint reps never received the call today 29th feb missed doctors appointment due to bt worst company ever spent over 200-250 minutes on the phone to them since the 18th feb
- 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.