3,590 Customer Reviews over 90 pages
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- Location
- tewkesbury
- Reviewing
- BT
- Date
- 2016-02-29
- Comments
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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
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- Location
- Nottingham
- Reviewing
- BT
- Date
- 2023-11-04
- Comments
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Since merging with EE I’ve had nothing but problems. Internet just randomly cuts off,when it does work it’s very slow. phone lines very crackly can’t hear a word anyone’s saying. Constantly having to turn it off and back on again. I’m looking for a new provider
- Location
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- Location
- West Hallam
- Reviewing
- BT
- Date
- 2011-03-16
- Location
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- Location
- Bridgend
- Reviewing
- BT
- Date
- 2012-08-23
- Comments
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Worst days work I ever did going back to BT. 60% slower than they promised constant loss of connection, don`t call you back when they say they will, and waited in for 5hrs for an engineer that never turned up. An absolute shambles, come back Sky all is forgiven!!
- Location
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- Location
- Doncaster
- Reviewing
- BT
- Date
- 2023-06-19
- Comments
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They came to my door and promised me super speed. I've switched to bt and i've had that super speed for 15 days. As you all know you can cancell a contract within 14 days so that's the reason they give you 15 days of super speed.
I've also been told I don't have to do anything as they're going to switch me over from the other company. I called customer service to tell them i've been paying two companies for 6 months and they said they never promised me they'd switch me over. Pfft it's the first thing you see when you visit their page...
Overall the worst wxperience i've ever had. Can't wait for the end of contract to get rid of this unproffessional bunch
- Location
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- Location
- Northampton
- Reviewing
- BT
- Date
- 2015-07-27
- Comments
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Overall installation was quick and painless. The speed was a great improvement over our old provider and the HH5 performed reasonably well.
However after the first 8 months we have noticed a considerable drop in reliability in our connection to the HH5, we have normally 3 mobiles and 2 pc's connected at once and the router will flat out stop responding for a good few minutes.
Not sure if it is just our device or what, but I have read that this is a problem that happens to this version of the home hub.
- 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
- Kent
- Reviewing
- BT
- Date
- 2017-11-27
- Comments
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I have a BT contract that runs until January 2018 for which my partner and I pay by DD monthly. Having just moved house we decided to go with a more competitive supplier but accepted we would have to pay up our contract for the 12 months. BT quite rightly have charged us for the final month of our contract but what I find astonishing and quite frankly disgusting is they have further charged me £65 for outstanding equipment! I have offered to return the equipment but the rather abrupt lady stated that could not use it again so I questioned why we were being charged £65 when we were in fact paying up for the 12 month contract to which she replied it was because we left early! I find it absolutely disgusting that we are being charged twice especially when they don’t want the equipment back! I would not recommend BT after this and I certainly will never use them again.
- Location
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- Location
- west sussex
- Reviewing
- BT
- Date
- 2014-04-30
- Comments
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I have had problems with going over my limit on broadband, which is confusing as i am on unlimited as by bill clearly states, i have spoken to many people at BT which is hard when you do not get a english speaking person and those who try to speak english are awful to deal with, i have never been able to view a bill online due to a cock up made by BT when setting up my account and also have had my direct debit payment changed without any notification or warning via post or email to let me the CUSTOMER know. My recent dealing with BT was to set up a new deal and should ony be paying £45 a month but the last 3 bills are £73 £83 £96 . I only use the web for emails and searching the net. BT cannot give anyone a breakdown on there broadband other than you have gone over, no dates or times or even what you have been doing e.g. downloading, streaming. BT are by far the worst company of all time and as soon as my contract is near the end i will be going elsewhere. I think this will end up like the PPI where people were being ripped of and someone will eventually blow the whistle on BT and there practices. I turned my pc of and broadband at the router and have not used it for 3 weeks and guess what i still went over my limit, this just proves they are lying thieving scum.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-04-27
- Comments
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Absurdly slow internet speeds which constantly cuts out for hours at a time.
Do not go with BT, especially if you live in London.
- Location
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- Location
- SE London
- Reviewing
- BT
- Date
- 2014-06-01
- Comments
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Worst company ever. Avoid at all costs, I switched and am without internet access for 10 dats now because if their incompetence and total lack of customer service and care. I have never encountered such terrible service before and I have lived in seven countries over four continents. Never consider BT, it's a total disaster with lying personnel. I wish I never came across thus rubbish company
- Location
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- Location
- 17 Kingsley church apartments
- Reviewing
- BT
- Date
- 2023-03-13
- Comments
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Cancelled my package paid out over hundred quid for 2 weeks of internet was taking more money then the package I had purchased now I'm terrified too get broadband again for if I'm over charged again I can't get a refund
- Location
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- Location
- mlton keynes
- Reviewing
- BT
- Date
- 2009-12-18
- Comments
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These guys haven't a clue, everytime I need to speak to someone it's an hour long extravanganza of redirected phone calls, ultra-poor classical music while I'm on hold and one mistake after another. My internet connection was capped at 2Mbs for 4 weeks and even engineers couldn't suss it until they spoke to the exchange who just 'noticed' it was them that was capping it!
- Location
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- Location
- Poole
- Reviewing
- BT
- Date
- 2018-01-31
- Comments
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Attempted to switch to BT because of a very good money back deal. A painful month followed of phone calls to their customer service line and 3 wait in all day visits. One of which they didnt turn up for. Appalling customer care. Just don't do it.
- Location
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- Location
- Milton Keynes
- Reviewing
- BT
- Date
- 2023-11-14
- Comments
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Honestly disgusting, I was mis-sold an unbreakable broadband package which was offered by BT to overcome my performance issues on their previous package, it has never worked. They sold me EE unbreakable which gives me connectivity when BT is down but EE is outdoor only in my area obviously I wasn't to know this as not an EE user previously I would expect BT to be checking this. I have made 30+ calls complaining to BT since January this year, atleast 3 times a month. I have been given 4 boosters one after the other to improve service (it hasn't) I have had openreach out, tube engineer out, engineers have told me they do not meet my speed promise and that the EE back up will NEVER work but will they waive the cancelation fee... What do you think. I have had complaint tickets closed when handing over to teams who will resolve my contract issues to avoid the 30 day threshold of free cancellation as part of their process, NOT because anything has been resolved. Honestly I am close to going prison for doing something I shouldn't when it comes to BT. THE WORST service provider in our country.
- Location
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- Location
- Nottingham
- Reviewing
- BT
- Date
- 2017-11-23
- Comments
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The customer service is so bad you wouldn't believe. Dropped calls, no call back, explaining problem to multiple customer service operators with no resolution, sending emails closing the incident raised without actually doing anything, I could go on but I guess you get the picture.I have now given up trying to resolve being charged for 1 month while my phone was not working as these people are to stressful to deal with. DO NOT USE BT AT ANY COST
- Location
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- Location
- Dartford
- Reviewing
- BT
- Date
- 2017-03-01
- Comments
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BT have dealt with me dishonestly. I contacted them for broadband fibre. They wrote a new 18 month contract and at the same time they changed my telephone package removing my original friends and weekend option. My account went from £64 to £227 in one month..now apparently it is my fault for not checking that they changed the calls without my knowledge. They are grossly dishonest and do not keep any records or record the reference numbers logged when you query them. They leave anything off that reflects badly on them. Disgustingly greedy without any concern for the customer...greedy money grabbers!!! Do not use them...never...ever!!!
- Location
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- Location
- w2 3tp
- Reviewing
- BT
- Date
- 2014-09-28
- Comments
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Absolutely appalling service since recent change.. Spent a long time composing an email this morning as tricky only to have it erased for no given reason as timed out. Totally unacceptable.Any recommendations for better service. Can't be others worse.
- Location
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- Location
- Ipswich IP8
- Reviewing
- BT
- Date
- 2017-04-10
- Comments
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Abysmal. "Service" provided a week late and then the speeds are appalling. These people are clueless.
- Location
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- Location
- Ipswich IP8
- Reviewing
- BT
- Date
- 2017-08-21
- Comments
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We're paying top dollar for a cheap 'n' nasty "service". Unfortunately, Virgin is even worse - really abysmal reliability, fluctuating speeds, and tight limits on the quantity of data transmitted even on their "unlimited" tariff.
At least the BT service is consistently bad, with their DNS restrictions (easily circumvented with a VPN) and lack of customer support. They took three weeks to connect the service!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2017-05-23
- Comments
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AVOID, terrible router. Terrible customer service.
I have a faulty BT Home Hub 4.0. I was persuaded to switch to BT from Sky by a sales person. Sounded great. The reality is different. I was sent a faulty BT Hub 4.0 - the hub they send as standard We can’t connect to it wirelessly for longer than a couple of hours. It disconnects regularly and struggles to reconnect once disconnected. This is when we are sat in the same room as the router.
The internet connection coming into the house is fine, we know this as it was a perfect service when we were with sky and they use the same broadband lines. We know the internet connects with the router it’s the wireless part of the chain that is the issue. The BT router is in exactly the same place as our sky router used to be and we are using the same devices to connect to it. The only variable that could be causing the issue is the router. There are thousands of complaints about fault home hub 4.0 routers online. Wish I’d researched before switching from sky.
After speaking with customer care I was told “We don’t guarantee a wireless service, we are an internet service” which was such a kick in the teeth. Of course I thought I would have wireless when I agreed to switch my internet provider. “Our systems are showing the HUB is not faulty”. Of course from BT’s end everything looks fine as they know that internet is coming into the house and reaching the router. It’s wireless part o the chain which obviously BT can’t test from their office. We are not getting sent a stable wireless signal from our faulty router and we can’t use the service properly as a result.
I asked for a replacement Hub, they said no. “We can’t send out a free router”. Terrible response. I said due to the hub 4.0 complaints.
We are completely unsatisfied. AVOID. Go with Sky always.
- Location
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- Location
- Farnham
- Reviewing
- BT
- Date
- 2019-01-09
- Comments
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Do not touch BT with a barge pole. They have been happy for me to pay well over the odds fo a long time. £35 over the odds per month to be exact. Guess that's what happens when you don't keep eagle eyes clamped on these comanies all the time! Lesson learned.
- Location
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- Location
- Cheltenham
- Reviewing
- BT
- Date
- 2017-08-27
- Location
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- Location
- Aberdeen
- Reviewing
- BT
- Date
- 2018-02-10
- Comments
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You sign up to an expensive 24 month contract with the first year prepaid. They hike the price after 12 months tell you you received an email 10 months in informing you of the price hike and giving you the option to leave. You show you didn't receive the email and they say this is an issue for you and your email service provider. It will cost you £300 to leave the new price hiked contact that you are locked into. BT is as scam and once I get out I will never use the again. Furious :(
- Location
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- Location
- cornwall
- Reviewing
- BT
- Date
- 2009-09-24
- Comments
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promised a speed of 2.5-3 mbps, never had such a speed in 10 months of being with them. The best we have had was 1.5 for 2 days, average is 500 kbps, but normally speed is between 400-30 kbps ( yes 30 kbps slower than dial up modem )speed up to the router as 8 open reach engineers will testify is 2.5 mbps, so line etc is OK, but b.t. keeps the speed low at their end.
- Location
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- Location
- Staffordshire, UK
- Reviewing
- BT
- Date
- 2009-08-02
- Comments
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Broadband connection speed varies from 3000kbps down to 250 kbps depending on time of day. It is usually slow. Lines have been tested by engineer during visit to location and are OK. Modem router has been changed but results are the same on 2 independent computers.
- Location
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- Location
- Cornwall
- Reviewing
- BT
- Date
- 2016-04-01
- Comments
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Well, after having the one with terrible customer service (Talktalk), the one owned by BT (Plusnet) and BT itself now I can honestly say that BT'S broadband is the least reliable of them all. Plusnet and Talktalk provided faultless service however Plusnet does have the edge on customer service. I will be leaving BT at the end of my 12 month contract!
- Location
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- Location
- Devon
- Reviewing
- BT
- Date
- 2016-11-09
- Comments
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Switched over to bt and the wifi is terrible. It picks it up on devices for only a matter of seconds before disconnecting and re-connecting. Avoid as they dont provide you with the services you pay for but continue to charge full price for every month.
- Location
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- Location
- Devon
- Reviewing
- BT
- Date
- 2015-08-19
- Comments
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I ordered a BT Home Hub 5. It was neither despatched nor delivered but I was quickly charged £69 plus delivery. When I complained I was sold a new contract that would include a free Hub 5 and told that they would cancel the original order and refund my money. Three weeks of misery and five long phone calls later I have been promised a refund to my bank, then told I could only be refunded via my next bill. None of this has happened. The customer help staff give a different story each time and say that "It will definitely be sorted this time." All lies!
- Location
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- Location
- Guildford
- Reviewing
- BT
- Date
- 2021-01-11
- Comments
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Dreadful speeds for most of the day, never more than 10mps, and drops right off at 5pm to less than 2mps despite paying for a minimum 16mps. Complaint lodged with them.
- Location
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- Location
- Longburton
- Reviewing
- BT
- Date
- 2017-09-14
- Comments
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Shocking service. Broadband infinity speeds of 1.5MB and has been as low as 450KB.
BT tell me that fault is due to my internal wiring or router fault.
Next door neighbour has same problem.
I would be better off on dial up.
- Location
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- Location
- Wrexham
- Reviewing
- BT
- Date
- 2018-12-30
- Comments
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Joined bt back in November my live date was the 30th broadband and landline was dead rang bt and they too me it was a fault on the line I got told numoures dates to go live it didn't happens no end of phone calls complaints still nothing done then Friday 28th Dec and bt customer services rang me admitting their was no fault it was the local supplier for the area who hadn't done the work in the beginning they told me I couldn't switch provider as the fault would still be there I've spoken to no end of call handlers and each one lie threw their teeth this company has the worst customer services I've ever dealt with every time I ring I get told 2 days one week and so on a outside company needs to go in and sort them out do not change to bt
- Location
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- Location
- Northern Ireland
- Reviewing
- BT
- Date
- 2017-08-06
- Comments
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I changed to BT from Sky in the knowledge that BT are the leaders in broadband technology. What a mistake that was!! My internet is so bad that it took me 1 hour to lodge a complaint on the BT website. Was contacted by staff who assured me my internet speed is good and the fact that I cannot stream a movie while sitting 10 foot away from the router is down to interference. Told me to get an Ethernet cable and plug it into my iPad?!? I questioned why I never suffered from interference while with Sky and had perfect connection. Staff proceeded to try and upsell me further products in order to receive a satisfactory broadband service. I stated I would not be paying more money and I felt like BT were conning customers and extorting money from them by providing a poor service in order to upsell. The staff members manager was supposed to call me back but didn't.
The BT website is not user friendly for making a complaint and I believe BT are being dishonest with the service they offer. Stuck with them for 12 months now unfortunately, hopefully they'll increase their prices and give me a get out :( worst internet service since dial up!
- Location
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- Location
- Bradforf
- Reviewing
- BT
- Date
- 2018-06-14
- Comments
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After several calls to chase up a broadbabd fault on Sunday now being told they need to send me a new Hub and that could take 5 days! No reasoning with any of the advisers. Engineer came out this morning reported we needed new router but still hadn't been auctioned when I rang to chase up! In the middle of a house move can't action e mails or transfer monies do they care no they don't. Bet if I rang up as a new customer they'd use next day delivery to get my router to me . It appears that those of us who've been with them for many years get poorer service for our loyalty . Adviser told me once problem was fixed I 'wouldn't regret sticking with BT '. Yes what I'm moving house and there are plenty of other providers in the market place.
- Location
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- Location
- Worthing
- Reviewing
- BT
- Date
- 2015-09-24
- Comments
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Absolutely appalling speed and intermittent wifi connection. Customer service after numerous calls of resetting etc still couldn't do help and told me my infinity contact which h
I pay top whack for does not guarantee a wifi service, only high speed for ethernet connection. So pointless buying modern technology like ipads!!! They say there is nothing I can do as I'm stuck in a contract and apparently it's in the small print!!! I asked to speak to a supervisior but surprise surprise not one available on his shift. Steer clear people!!!!!
- Location
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- Location
- isle of skye
- Reviewing
- BT
- Date
- 2016-07-10
- Comments
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I'm having problems week on week. Keep ringing BT they sometimes put the download speed up to a decent level then within a week it's back down to circa 0.06MB! Not fit for purpose! Last week I was told it would be up to 3MB and stay that way. What a fool I was to believe them! I'm trying to set up a business from home and need the internet but this is getting past a joke. I was on the phone for over an hour last week trying to get things put right. Bottom line is I'm being robbed: paying for a so called service that isn't there.
- Location
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- Location
- Kent
- Reviewing
- BT
- Date
- 2023-06-26
- Comments
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Since beginning of June my order for upgrade has been placed 4 times and every time it is cancelled. Absolutely had enough now! They have sent out 4 hubs and expect me to return, if they want them they can get them. Already sent 1 back.
- Location
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- Location
- Woodham mortimer
- Reviewing
- BT
- Date
- 2016-10-21
- Comments
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Speeds 0.2 , intermittent service, problem since July still not resolved. Very dissatisfied
- Location
-
- Location
- Ardrishaig Argyll
- Reviewing
- BT
- Date
- 2017-08-10
- Comments
-
Broadband speed is shockingly slow
- Location
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- Location
- Sutton surrey
- Reviewing
- BT
- Date
- 2016-10-28
- Comments
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I'm a partially blind man, I notified bt of this when I took landline a broadband, 1st they sent me the wrong router, then, they could not get me broadband to work, lost count of the times I contacted them, landline kept crashing , broadband would not work, they wanted to charge me over £100.00, to come and check my internal line, 6 months later it was their junction box at fault. Two years later and hundreds of pounds out of pocket, I have decide enough is enough, but leaving bt is another challenge. Crap crap crap Bt. Only interested in talking money, avoid like the plague.
- 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.