3,590 Customer Reviews over 90 pages
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- Location
- Lincoln
- Reviewing
- BT
- Date
- 2018-12-10
- Comments
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LN12DF, Paid for 60mb-80mb Broadband but actually receiving constant 29.3-29.5mb, and there has been no Dial Tone since Friday on landline!. This is paid for BT Broadband Super Fast Fibre II: and this a breach of contract since Friday 07/12/2018. Hope anyone working for the Telecom Regulators, Ofcom read this. Now on telephone line: 0800 800 150 and usual BS about sending out an engineer and a callout FEE. Same script different day.
- Location
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- Location
- Coventry
- Reviewing
- BT
- Date
- 2017-02-15
- Comments
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The service is fantastic when it works, I can easily run multiple devices for long periods of time.
Unfortunately the broadband does like to drop out for the occasional 5-10 minute slot, this tends to happen once or twice a day. From speaking with others this is apparently a common feature.
In the even you have an issue you will find the customer service to be awful (by far the worst I have ever dealt with in any industry).
I have dealt with them on numerous occasions and you can always expect a minimum hold time of 40 minutes. Every time I have had an issue it has taken the best part of 3 calls to resolve over a period of days, completely unacceptable in this day and age. (my last loss of service lasted 15 days, with BT only refunding me for 5 days loss of service - line rental, a pathetic attempt at compensation).
Usually phone calls are dealt with by cutting you off, creating a fictional resolution that can only be implemented after you close the phone call (had this numerous times only to find nothing gets fixed). My advice would be not to let them put the phone down on you, as they will not return calls and you will have to wait in a queue system to get back in.
I hope this helps. Generally the quality of the product is great, but you will have to put up with the occasional short drop in service. You would also have to be willing to put up with the worst and most arrogant customer service assistants possible.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2020-11-14
- Comments
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Worst service I have ever experienced. New installation, they ddnt turn up 2 times to the appointment. Finally intalled was working ok for a month and then they canelled it! A new order had to be made and start all over again, have been without service for more than a week now and no end in sight. Pathetic. Avoid
- Location
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- Location
- cumbria
- Reviewing
- BT
- Date
- 2020-12-25
- Comments
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slow, unreliable , expensive, difficult people to deal with
- Location
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- Location
- Leyland Lancashire
- Reviewing
- BT
- Date
- 2017-02-06
- Comments
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Hi
Joined bt back in September 2016 and although the broadband is good, the customer service is shocking. I have spent at least 5 hours on the phone to them trying to sort out issues with billing, I was lead to believe that my broadband was fixed for twelve months £10.00 + line rental, but no I got an email tonight telling me it's going up by £2.50 per month from the 2nd of April 2017 so explain that one bt how does that work!! Tried to ring them tonight got though after the normal twenty to thirty minutes waiting on hold, only for them to hang up on me...seriously think very carefully before joining bt they are a nightmare to deal with.
- Location
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- Location
- Thetfordnorfolk
- Reviewing
- BT
- Date
- 2022-02-02
- Comments
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Dreadful, at last my 24 months is up. Dreadful wireless, promised speeds of 49-53, barely hitting 29. Bt wanting to dig up my path. No fault there sir, rubbish rubbish rubbish. Constantly having to reboot as speeds at 7mbps. Avoid at all costs. Youll start off good, within a month they willhave restrictions in place
- Location
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- Location
- Cornwall
- Reviewing
- BT
- Date
- 2016-09-08
- Comments
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Having had to spend 2 hours on the phone to this company I would not recommend them to anyone. Tried 3 times during the day to speak to someone but never made it through to a person . Then when we did make it through at 6 at night we just got palmed from department to department and 1 hour 35 of our phone call was spent on hold. After every month being over charged on our account we wanted answers as to why, after being told we had free weekend calls the lady we spoke to here basically called us liers and said this had never been part of our package. Her tone was disgusting and she was obviously out looking for an argument , one of the main reasons for leaving this company was her terrible manner . BT is the perfect company to be with providing you like to be overcharged on your account , pay an excessive line rental, pay in excess for using your house phone (19p to just connect a call) & want to be spoken to like crap basically , otherwise avoid like the Plague and go for a cheaper company that offers the same. Really disappointment with our treatment from this company shall be cancelling with them tomorrow.
- Location
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- Location
- Larne
- Reviewing
- BT
- Date
- 2017-05-08
- Comments
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Had the old BT home hub which was absolutely fine then they talked us into getting a free smart hub! Is the slowest wifi i have ever experienced cant even watch a programme on bbc iplayer since we got it!! An "upgrade" they said!!
- Location
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- Location
- Edinburgh
- Reviewing
- BT
- Date
- 2016-02-05
- Comments
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I have bt sport, got a bill of 154.36 when I'm usually 10 pound a month, and when I phoned up they did say they had made a mistake and we're sorry, but I will have to wait 10 working days for a refund! They make a mistake and I'm the one that has to wait for my money that I need!!!
- Location
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- Location
- Stuminster Marshall
- Reviewing
- BT
- Date
- 2014-08-03
- Comments
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Speed is simply pathetic. Last month it jumped from Less than 5 mb to over 14mb; that was brilliant now it's back to the same old bt bad service at below 5mb.
- Location
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- Location
- York
- Reviewing
- BT
- Date
- 2020-07-17
- Comments
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Poor signal strength, only good when in the same room as the hub. Even then the signal strength fluctuates. Rude and abrupt customer service staff calling to ask why I'm switching to another supplier. Won't be returning.
- Location
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- Location
- london
- Reviewing
- BT
- Date
- 2015-04-15
- Comments
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Very unpredictable for it's price. I was on Virgin before and it was so much better. Being able to log into BT with FON wireless networks away from home has been usful but at home the wifi keeps stopping.
- 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
- PRESTON
- Reviewing
- BT
- Date
- 2022-02-27
- Comments
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So this review is about how long I have to wait for an appointment to fix a fault 3 weeks what a joke. I hope the speed is ok or they will be getting binned and back to virgin media
- Location
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- Location
- Southend
- Reviewing
- BT
- Date
- 2017-04-01
- Comments
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Worst ever been with talk talk, and sky a lot better, then BT keep losing signal, worst customer service ever was off for 3 days and received £2.95 compensation, and you get nowhere with their customer services like talking to a brick wall, and also but prices up after 3 months, which I don't think should be allow whilst in contact, AVOID
- Location
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- Location
- Devon
- Reviewing
- BT
- Date
- 2014-01-23
- Comments
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BT are a deceitful bunch - I signed up to an 18 month contract with a fixed price of £16 per month. After just 3 months they increased the price from my direct debit. I queried this and was told they were entirely at liberty to do so. If you look at any of their current advertsing it all states fixed prices for the term fo the contract - and dont even try and look at their T&Cs - thousands of pages of them. Just dont ever trust them.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2017-01-06
- Comments
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Their sales team are veritable pirates, as what I read on here confirms. Selling deals that are not the best for customer and yet locking you into a contract you can do nothing about and being told you are on this contract and that cancellation is a chargeable action.
They also RAISED the price in breach of our 12 month contract, and yet if I wanted a better deal as I had been recommended a bad deal there was essentially nothing I could do.
I raised a complaint issue, and was to be offered a callback, which I had to wait 18 days for! This callback did not come, and when I called to find out why, I was told that the system said that they had called and spoken to me! I asked, so, um, what does it say was resolved in this non existent call?! Needless to say, there was no answer.
They seriously need to sort out their sales team, they are chirpy rogues. I cannot speak for other departments, but they soured an entire lifetimes brand loyalty for me in chasing extra pounds. Well done /s I will not recommend this company to anyone. I certainly will not go to SKy as have no desire to line Murdochs pockets either. BT Sales and their contract are an utter shame and an abuse of my prior loyalty and trust.
- Location
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- Location
- England
- Reviewing
- BT
- Date
- 2018-02-27
- Comments
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I’m moving house soon and these fools can’t even keep my internet working. “Their system has shut them out” but of useless morons at part from one chap I spoke to who was nice and helpful. I would go to any other internet provider instead.
- Location
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- Location
- Bradford
- Reviewing
- BT
- Date
- 2018-12-29
- Comments
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My issue was overcharging, I agreed a price for a 12 month contract but was overcharged and the refund was agreed but I never received the refund. BT signed me up to another contract charged me £80 in equipment fees and wasn’t willing to reimburse me. Very bad experience.
- Location
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- Location
- Brighton
- Reviewing
- BT
- Date
- 2021-05-20
- Comments
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Very unreliable internet connection ! Router drops connection multiple times during the day. Have had engineer check everything but still fails ! Yet there is countless adverts boasting about how good the internet is, which are all lies !!
- Location
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- Location
- Bexleyheath
- Reviewing
- BT
- Date
- 2016-02-25
- Comments
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Extremely disappointing broadband speed: very unreliable and definitely under par of what I am supposed to get (up to 76Mb, according to BT).
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-05-13
- Comments
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This has been a NIGHTMARE from the word go.
Messed about for a month to even set up basic broadband, misled on phone regarding availability of 'Infinity' in my area. Told by two separate customer service agents that I would be getting the upgraded Infinity for no extra charge. It was then cancelled without my asking and RESOLD to me over the phone by another agent that misled me to believe I was getting a special deal because of how I'd been treated!! One visit to the website made me realise that it was a standard package for existing customers!
I have now been trying to set up BT Sport (the ONLY reason I went with BT in the first place...) for over a week. Speaking to people every day over Twitter, over text, over the phone... '8pm tomorrow', doesn't happen, I get back in touch...'12 midnight tomorrow', doesn't happen! 'After the weekend, 8pm Monday'... still NO BT SPORT!?
Then the EMAILS!! Multiple emails saying the same thing 'your order has been recieved', then saying the service had been cancelled, then saying the standard TV package had been ordered....I've been using that for a few weeks already... 8 emails today!!!
Confused yet?? I am.
- Location
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- Location
- Paisley
- Reviewing
- BT
- Date
- 2021-08-24
- Comments
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Shambles from tech support to chat support. False promises on new hub delivery times and costing me more money... almost as if it was a strategy to make more out of existing companies. I've lost trust
- Location
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- Location
- london
- Reviewing
- BT
- Date
- 2021-10-26
- Comments
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I have been stuck with BT for a good part of 2 years (almost). Although the speeds were decent enough for the package I had, the termination of my contract resulted in the worst possible ruckus - long story short; the chat team does not know a thing about how to terminate a contract and there is a lack of communication between various sections. I had to waste 3 mornings (2 weeks distance apart) to get someone to place a return order of my router and have my account cancel on my requested date - And when that was done I found out (a month after) that I was still resulting a regular customer and paying the bills regularly...terrified of having to set up an account with them ever again.
- Location
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- Location
- North east England
- Reviewing
- BT
- Date
- 2010-07-11
- Comments
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The broadband speeds were originally terrible (30kbps for downloading files (upload speed) and 1mbps for browsing (download speed)) but have now increased to 250kbps upload and 1.5mbps download. These speeds are currently a lot less than BT state, also the spees drops during large file transfers. Their customer service is terrible when we called the helpline all the said was 'We cannot help'. They wanted to sell us BT vision by phone, it was an incovinient time, so we told them to call back later, they never did.
- Location
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- Location
- Shoreham-by-Sea
- Reviewing
- BT
- Date
- 2014-09-20
- Comments
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Joined BT from SKY last year because SKY was getting too expensive. Wish I hadn't!
I ordered the whole package with BT online at the end of September with one of their offers. Got an email confirming order. A few weeks later when should've been installed nothing happened and nobody turned up. They had lost the order which meant I had lost the special deal and price and they said (more or less) its hard luck!
I complained and eventually got the original offer and more with their top fibre optic broadband.
When it was all installed and up and running I couldn't believe that I had been paying SKY'S high prices for so long because the broadband speed was brilliant (for a short while) and the TV was just what I wanted with a few extra channels and BT Sport.
However, that feeling didn't last long! The BTTV box kept freezing between channels and had to be rebooted and reset every day. I had my 5th TV box about a month ago but and its still rubbish. The software has not been thought about properly and is not up to running the box.
Numerous engineers have visited checking everything but nothing has really been accomplished.
Fibre optic broadband started off good but then started dropping out numerous times every day. BT say that up to 10 'drop offs' a day are acceptable. Normally, that wouldn't have been that much of a problem but because BT Sport and the extra channels(SYFY, FOX, COMEDY CENTRAL ETC) are received over the internet, it means that these are unavailable until broadband is back up and running. It also means that if any of those channels are set to record during a drop out, then the recording fails! Many BT Outreach engineer visits later and 3 replacement Homehubs and the problem still occurs. Usually every afternoon for some reason.
I have spent tens of hours on the phone to BT support and have had a slight bit of compensation for one month.
A few weeks ago I decided that enough was enough and told BT that I wanted to be released from my contract because of their lack of service to me, and they agreed that they would not hold me to term but I would have to give them 30 days notice. I gave them that notice verbally during that telephone call and they said they would confirm everything in writing soon after. I then decided to join Virgin Media and agreed to an 18 month contract with their 'Big Kahuna' bundle.
I got a letter a few days later stating I would have to pay BT an extra £101 pounds because I was leaving before the end of my contract!!!!
I phoned them and explained that they had agreed to let me leave before the end of my contract but they said there is nothing on file about that. I then asked that they should listen to the recording of the phone call when this was agreed unless it had 'conveniently' been lost. They said that if there is a dispute with this and the recording had gone missing then the decision will go with the customer, so I will have to wait and see what happens.
I can't say that I would recommend BT to anyone after my experience.
- Location
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- Location
- Glasgow
- Reviewing
- BT
- Date
- 2015-06-29
- Comments
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Initially went on a 9-month unlimited broadband package, however the bills always kept coming higher than the set contract price. After 9 months, when I called to cancel, I was told that the 9 month contract was only for Internet so we had to pay extra cancellation fees for the landline. To make matters worse, after 'cancelling' their services they supposedly took 2 weeks to process the cancellation (during which I ceased using their services as I had already moved out of the flat) yet they sent me a bill charging me for an extra month. When I called to investigate, customer services were rude and patronising. They said they'd refund me the money by deducting them from my cancellation fee and so the matter was dismissed. A week later, when my cancellation bill came through, I found that they had only deducted £1.20 from it. Appalling to say the least. I will never be returning to BT again, it was a waste of money and time.
- Location
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- Location
- HENGOED
- Reviewing
- BT
- Date
- 2014-01-30
- Comments
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BT USELESS
Wish I had read all the reviews before ordering BT infinity package - completely disgusted with the customer service. Due to have an engineer on the 22nd of January, turned up but engineer was not qualified to enter attic space and left the property saying someone would come back to me in four days!! Rearranged another appointment for 29 the oh January, waited in all day, no engineer arrived. Rearranged for 30th of January and guess what - no engineer. Wasted three days leave and still no broadband. customer services will lie to you just to get you off the phone. Open reach are next to useless and Kelly Communications send unqualified engineers and you still have to wait 24 hours for a call-back from a trouble-shooting team who will no doubt make promises they can't keep.
DO NOT CHANGE YOUR BROADBAND to BT INFINITY
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2023-03-29
- Comments
-
BT sell broadband to new customers for £34:99. I’m an existing customer and tied into an unfair deal paying £70:91 for the same package.
How is this allowed to happen? Farcical customer service. BT should be ashamed. Avoid BT at all cost - worst deals for loyal customers and an absolute rip off.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-07-08
- Comments
-
Very poor customer service!!!
Charged me without any explanation!!!!
I sent them many email and call them many times but unfortunately nobody was responsible!!!
- Location
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- Location
- Portishead
- Reviewing
- BT
- Date
- 2016-07-28
- Comments
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Overall unsatisfactory the service with Bt!
Definite not recommend to my family's and friends! And can't see any future business with Bt!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2018-08-03
- Comments
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Promised £140 mastercard voucher advertised as part of the deal never arrived. Online customer support chat system is rubbish. Landline charges are insane. They increased charges within one month of me signing the contract. Broadband sync speed shown on the router is less than 1/3rd of the “guaranteed” speed. Totally uncompetitive product and service which they can only get away with because they are the default landline supplier. Please avoid. I used to be a Virgin customer and although not perfect they were WAY better than BT.
- Location
-
- Location
- Reviewing
- BT
- Date
- 2023-03-30
- Comments
-
Genuinely appalled by BT's price increases (only 6 months into my contract). They are citing inflation as an excuse but are in fact raising their prices by 14.4%, 3.9% above current inflation levels, which are projected to drop rapidly.
When challenged, the company line is that their costs are increasing like everyone's but this is a sham - they made £7.6bn in profit last year, off £20.9bn revenue (publicly available source: BT Group plc Annual report 2022). That is an obscene profit margin.
This is no more than a cynical attempt to cash in on the cost of living crisis. In difficult times they are choosing shareholders over customers. Philip Jansen the BT CEO should be ashamed of this and I would encourage customers to tweet this message to him in protest.
The above is compounded by the disgraceful early termination charges, which essentially hold you hostage to their unreasonable price increases. I would encourage others to find and share any loopholes they can here.
- Location
-
- 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
- Greater Manchester
- Reviewing
- BT
- Date
- 2016-07-22
- Comments
-
Rubbish customer service and intermittent problems with the internet speed. Avoid!
- Location
-
- Location
- WILLENHALL
- Reviewing
- BT
- Date
- 2018-07-04
- Comments
-
BE WARNED!! Terrible service. If you like your broadband company to use sly strategies to get you to pay more then BT are for you. They send you an email about renewing your sports then in the small print they renew your broadband only to increase the cost by £20 a month later! Also they don't appreciate loyalty. I called about the £50 cost of my broadband and they said they cannot offer a better deal because the better deals are for new customers only. Absolutely con. STAY WELL CLEAR trust me!
- Location
-
- Location
- Ipswich
- Reviewing
- BT
- Date
- 2015-10-25
- Comments
-
Switched from Sky as fed up of being constantly surcharged for not having a Sky box .Quite happy at the start with BT but not totally reliable constant speed drop outs but arrogant customer service with a how dare I even think about moving ! attitude.
Lots of delay tactics contact engineer contact cancellations.I got totally miffed with them so coughed up £100 early cancellation charge with all the delay tactics & unfortunately Gwyneth who got shirty with me when her every question ie "You need to speak to faults so we can improve our service to you" was answered every time with "I'm not interested" Woe betide any body speaking to them after 1800 GMT as they speak in hyroglifics through a crackly phone line. Plus they charged me £150 for a faulty socket.So farewell BT & bog off as I am off to the fur coat & no knickers operation that is Virgin Media.
- Location
-
- Location
- Glasgow
- Reviewing
- BT
- Date
- 2014-11-21
- Comments
-
I have had problems with dropping connection, slow speed over the last six months. Customer service is not great. I'm fed up explaining the same problem to different people who then give me conflicting diagnosis and advice. I would encourage everyone who has similar experience to make a formal complaint, get the reference number and fill in compensation form, not so much for the compensation but to force BT to accept responsibility. Im paying for a service that they are not providing.
- Location
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- Location
- Orkney
- Reviewing
- BT
- Date
- 2017-04-14
- Comments
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Like many rural users BT doesn't really want to know about our problems. Faults take far too long to get fixed, if they ever do and there seems to be no urgency to address the problem of abysmally slow speeds.
- Location
-
- Location
- Whitley Bay
- Reviewing
- BT
- Date
- 2016-08-20
- Comments
-
Over the last 10 years we've been with Telewest / Blueyonder, O2 / Sky and more recently with BT and BT have proved to be far the worst in terms of quality of broadband (ADSL) and customer service.
The broadband is unreliable and struggles to cope with SD streaming and any other activity, frequently dropping out and requiring a reset. I've followed this up with technical support with little improvement. The Wifi dongle sometimes just cuts out, needing to be unpluigged and reconnected to pick up a signal.
To cap it all, our landline stopped receiving incoming calls 2 months ago and counbtless calls - during which I have to repeat the issue every time - it is still not fixed. Unsurprisingly we are cancelling our contract and moving to Virgin. It cannot possibly be worse.
- 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.