3,590 Customer Reviews over 90 pages
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- Location
- Ilkley
- Reviewing
- BT
- Date
- 2016-11-06
- Comments
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Signed up in August 2016 to get fibre and phone on 28th September. Failed to install on that date but cancelled my existing service provider. Phone taken over with no broadband. Still have no fibre as of 6th November. Customer services are a disgrace and tell untruths. Sick of waiting for hours to be connected to customer services who then seem incapable of offering any meaningful resolution. Avoid at all costs as the company is in free fall. Taking on more business that they can reasonably fulfill.
- Location
-
- Location
- Reviewing
- BT
- Date
- 2018-12-21
- Comments
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It's just so bad!
We have the Infinity package which averages 0.78 Mbps when it works (should be >60), but most of the time it's zero. Be wise, go elsewhere for your broadband.
- Location
-
- Location
- ROMFORD
- Reviewing
- BT
- Date
- 2017-06-14
- Comments
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Had to phone bt Three times as the broadband was slow very s l o w I mean very s l o w
- Location
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- Location
- Weymouth
- Reviewing
- BT
- Date
- 2018-10-24
- Comments
-
Continually bad broadband service. BT told me that there are too many people connecting to the broadband service in the local area at the same time! Apparently this is not their problem! Awful people.
- Location
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- Location
- Weymouth
- Reviewing
- BT
- Date
- 2019-01-02
- Comments
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You'll need a good 4G service with BT as the broadband is not very good. BT customer service pointed out that the fast speeds were only for people in the bigger cities. In other areas, we should expect a worse service.
- Location
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- Location
- Weymouth
- Reviewing
- BT
- Date
- 2018-10-26
- Comments
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Terrible broadband service. Does not work very well, should have checked the small print.... apparently :-(
- Location
-
- Location
- Dorset
- Reviewing
- BT
- Date
- 2018-09-29
- Comments
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Just terrible. Have been with BT for over twenty years, the broadband has been really bad over the last five years or so.
Stuttering movies, drop outs and terrible customer service.
- Location
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- Location
- Dorset
- Reviewing
- BT
- Date
- 2018-10-13
- Comments
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It's so bad. For years it has droped out, slows down and just does not work. We have been with BT for years, it's been really bad for the last five. The support team exists, but they are experts on sending people on a wild goose. We must have spent weeks on the phone with them over the years. Unfortunately, if you leave, you lose your email addresses. So it feels like a bit of a trap. I would advise anybody to avoid if you can, there are much better and more reliable providers for the money.
- Location
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- Location
- DORSET
- Reviewing
- BT
- Date
- 2018-11-25
- Comments
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This is a terrible service. Slow speed, dropouts, OMG this is so bad.
Do not sign up with these guys.
- Location
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- Location
- Reading
- Reviewing
- BT
- Date
- 2016-12-07
- Comments
-
This is now the 5th time. Yes, the 5th TIME that we're trying to get internet home with BT and ONCE AGAIN IT FAILED.
I have spent a total of upward of 10 hours on the phone with BT. This is scandalous. The incompetence is beyond anything I've EVER seen and I've lived in many countries.
I'm going to start a class action. BT is making money from these customer service phone calls and I believe there is a real slyness behind this incompetence. Reading comments online, I am not the only one to be so disappointed and I believe there is a real chance for a class action to stick.
They've lot more than 10 hours of my time and at 20p/min, they're making tons of money from our phone calls.
Using the median.
At a cost of 20p/min, that's GBP 120 + time I've spent if we use the median income hourly rate (GBP 12.5/hour), that an additional GBP 125.
TOTAL = GBP 245
I really hope we can start a class action. And BT better understand the consequences. They will be serious: in terms of brand image as well as financially once a class action starts.
Do not proceed with them whatever you're thinking. They will waste your time - unless you're very lucky which has not been my experience (I'm not the only one apparently).
Christopher
- Location
-
- Location
- Cleveleys
- Reviewing
- BT
- Date
- 2021-09-02
- Comments
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Absolutely vile to go for. Awaited for 3 weeks now. Got our first appointment last week and the engineer could be bothered coming out, got told we had been booked in yesterday 1/09/2021 and they changed it to today 2/9/2021. To then find out the engineer has not been bothered to come out again. Had a text to say they will review and book me in for a couple weeks time. We live in an area of no service and need internet and when they make 4 failed promises on us and don’t stick to their agreements it makes me think is the owner actually disabled? Does he has something wrong with him? They’re lying scumbags who just want your money and won’t provide a service. I’ve got better chance of having a gangbang with the hottest pornstars than them following through with their promises. Ugly little turds.
- Location
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- Location
- Edinburgh
- Reviewing
- BT
- Date
- 2017-08-17
- Location
-
- Location
- Lancashire
- Reviewing
- BT
- Date
- 2017-02-22
- Comments
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Chose BT as my first internet provider when i moved into my first house, and the entire experience has been terrible.
It took BT three weeks, with three separate engineers to set up the service. When I rang up customer service, I had to go through around 15 minutes of an automated phone call requesting every single possible detail before i was finally put through to a person (who was then only reading from a script, with no knowledge of the product anyway).
Then when i moved house six months later, I was charged £130 to switch my broadband to my new address (which was a two week wait, for someone to come and plug a device into my wall, and then leave).
Upon leaving BT, i receive an e-mail which states that i need to pay £20.38 for ending my contract early, even though it ended last month. I apparently also need to pay £31 for stopping my broadband. Obviously when i try to ring BT to sort this out, i am greeted with automated nonsense.
I am glad to see the end of my time with BT, and would advise everybody to stay away from a company which offers no customer service, and sends you extra charges for anything they can think of.
- Location
-
- Location
- ABINGDON
- Reviewing
- BT
- Date
- 2021-11-04
- Comments
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This has been by far the worst service I have received from a broadband and tv box provider.
1- The TV Box and hub did not arrive until a week later than the starting date and they did not modify the starting date.
2- I was promised the big sport package which includes HD channels and had to call 2 times where they said the problem was fixed but it was not. The guys who talked to me did not what were they talking about.
3- The third time I get to talk to someone who knows what was talking about. Also, the problem with my tv changed as well so to see HD channels it was asking to upgrade subscription. When I talk to the BT specialist he agreed that I should have HD but that it was not assigned and that I would have to pay extra money to get it. That is when I decided to cancel. Luckily enough I still was within the 14 days free cancelation Do not want to know about BT ever again.
3- The sales guy that promise the package for a certain price was a scam. I honestly do not know how this service can get worst.
- Location
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- Location
- Weston Super Mare
- Reviewing
- BT
- Date
- 2016-09-02
- Comments
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BT have cut my Broadband for no reason! They admit it's their fault but after 2 days they don't know how to reconnect me!
- Location
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- Location
- Essex
- Reviewing
- BT
- Date
- 2016-10-11
- Comments
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Aghhhhhhhhh.
I apologise for the manic outburst but I have just been trying to get my BT broadband upgraded for the last three weeks, only to find I am now back where I started from!
I am afraid to put the details into words in case it finally pushes me over the edge and I think I know where my wife has hidden the axe!
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2024-02-07
- Comments
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Worst customer experience ever! Upgrading to 900Mb and taking out TV package, 3 days to process the order, then the order is so messed up that BT can't fix it and need help from EE. EE say best thing to do is cancel the order and start again and as once again BT cannot transfer a call to the EE person they promise to get the EE person to call be straight away. Obviously this does not happen, no call. Prior to this the people on social media also assured me when putting me through the next person would have all my details of what was wrong, once again they did not. The whole BT and EE coming together is a joke, people not trained, systems not working, websites saying different things, details on the BT app useless. I strongly advise against moving to BT or EE if you are a new customer, I would give it 6 to 12 months to sort this mess out. ANyone know the email address of BT and EE CEOs?
- Location
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- Location
- Southampton
- Reviewing
- BT
- Date
- 2023-08-23
- Comments
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Terrible service. I have recently moved home and tried to set up BT broadband. They have cancelled my order 3 times and I have only found out through logging on to my account to track the order. No communication from BT. Very disappointed.
- Location
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- Location
- Preston
- Reviewing
- BT
- Date
- 2015-07-03
- Comments
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The broadband speed is brilliant but only had it a week and the service has gone down in my area and they don't know when it will come back on! Plus I keep getting cut off every time I ring up!!!!!
- Location
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- Location
- Burgess Hill
- Reviewing
- BT
- Date
- 2022-08-09
- Comments
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Terrible service, constant fault issues. Advisor didn’t inform me of new 18 month contact when offering me a new deal. Over priced from other providers by £40pm. I would never use them again !
- Location
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- Location
- Dunoon
- Reviewing
- BT
- Date
- 2022-03-31
- Comments
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Been waiting since the 14th of march for my internet to go on. Been passed from pillar to post more times than I can say. And still no internet. Why is bt still having issues when the rest of the country is functioning fine!! Ridiculous waste of time you would be better off with plus net and that's saying alot!
- Location
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- Location
- Hertfordshire
- Reviewing
- BT
- Date
- 2014-05-05
- Comments
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Since upgrading to Infinity with Hub 5, my consistent historic data usage has jumped from just under 10GB per month to over 20GB. Have rung and complained so many times that their usage monitor (which my billing is based on) is inaccurate.
Technical Department advised me to download thinkbroadband monitor to my desktop and guess what? It proves my usage is no where near what BT are stating!
Now am locked in this on-going battle to be heard. Their excuse is that my home hub is faulty and that the wireless can be picked up outside the home due to security issues?
Checked all round my house - am on the WPA2 Personal and it is secure (with padlock symbol showing).
Technical Department asked me to change wireless key - did this - usage still escalating?
Technical Department sending a replacement hub? Not sure how that is going to affect the usage monitor which is clearly inaccurate.
BT are thieves - they are stealing from me as in the 2 months since upgrading they have said I have gone over my 20GB allowance. Strange as last month I was away for over 2 weeks and there was no usage whatsoever?!
Now at the stage where I will have to write to OFCOM and considering going public with this.
How can they get away with this?
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-09-10
- Comments
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Terrible costumer service. Wasted 1.5h setting up a contract. They misspelled the address and now they are asking me to redo all 1.5h of setting up a new contract. They can not change a simple details THEY got wrong. Ridiculous.
- Location
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- Location
- Nottinghamshire
- Reviewing
- BT
- Date
- 2014-04-23
- Comments
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Absolutely appalling. Our speeds at best are 2mb - apparently. The reality is more like 1mb and add to this the fact that it is so unreliable. Much of the time the connection is so slow that it times out when trying to browse the web, at other time the signal drops completely and we get the "No internet connection" message. Multiple calls to BT on result in being made to go through the exact same scenarios of restarting the router, unplugging cables, etc etc. This in itself is irritating but when you reach the end of it and they say "well there is nothing wrong" it gets even more irritating. On three occasions we have had people try to connect to us remotely and found that they couldn't and yet STILL say there isn't an issue. On every occasion we use out BT landline for a call they have to phone back to the mobile because the quality is so bad that they can't hear us, and yet, STILL say there is no issue! We have asked times for an engineer only to be either flatly refused or told it will cost us £150. To cap it all off, each and every call you make, even if it is within the same hour, you have to start from the beginning with the process of going through their check list. I have suggested to people to read our notes before to see that this is a redundant request but they have flatly refused saying that they do not have time to read the previous notes! Then what is the point? really? I despair. Use BT at your peril.
- Location
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- Location
- Dorset
- Reviewing
- BT
- Date
- 2016-03-21
- Comments
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Similar to other reviews - after waiting 3 weeks for a date they gave us, the engineer visit was cancelled without warning and it was impossible to get through to anyone who knew what was going on. The order call centre is in India and staff had trouble understanding English let alone why our order had been cancelled. After speaking to about 6 different people and a week later we found out that an Engineer would not need to visit after all (although the 5 people prior said they did, which would have meant another wasted day off work) when the broadband was set up but would need to go to the local exchange, however BT were stating that Open Reach kept cancelling the order every time they tried to re-place the order. We still don't have broadband but apparently they are still trying... I would avoid BT broadband at all costs as have never had this trouble with any other providers. It is clear that their systems do not work and their staff training would appear to be terrible with people not understanding the basics of how their service works. If anyone from BT reads this, your live chat is also awful. It can say that you have 8 minutes waiting time until the next agent but it regularly reaches the end of the countdown but still spends ages searching for an agent. At this point you are without a countdown or idea if someone will respond, or you have dropped off the waiting list.
- Location
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- Location
- Ayr, South Ayrshire
- Reviewing
- BT
- Date
- 2015-12-07
- Comments
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5 months of sheer hell!
losing connection every few minutes.
Service centres try but fail to make any real difference. I have now spent hours and days on the telephone but it only results in an increase in blood pressure. To anyone thinking about BT, the first step in risk assessment is"To avoid"
I rest my case.
- Location
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- Location
- Hartlepool
- Reviewing
- BT
- Date
- 2017-02-23
- Comments
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Renewed my broadband TV and phone package after a 12 month discount package and overjoyed to be offered the same package for a further 18 months. Free phone calls 24/7 - full BT sports package and even sent the latest hub. Well informed about the small price increase-great service A1 all round*****.
- Location
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- Location
- London W2
- Reviewing
- BT
- Date
- 2021-05-07
- Comments
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I had BT for many years. It used to be the best service, in the past 5 years it declined a lot, only the price didn't. The fiber managed to be worse than normal! The instability for a central London area was insane. I was also charged for something I did not own and when i tried to dispute they reported and made it default after only a couple of months in my credit report. They blackmailed me to pay even more extra fees to have my default removed and when I paid they refused to remove. BT quality is awful nowadays, overpriced and they act in bad faith so stay clear, these days there are many other amazing companies offering the same service. I'm now very happy with NowTV for Broadband owned by sky despite of not even need a TV package.
- Location
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- Location
- Birmingham
- Reviewing
- BT
- Date
- 2022-11-07
- Comments
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paying for 500 Mb and only getting 0.09 on download. A bit more on upload but still ridiculous speeds. They don't offer compensation and act like it's your fault. The staff are rude and untrained.
- Location
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- Location
- Bournemouth
- Reviewing
- BT
- Date
- 2018-06-29
- Comments
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Worst company ever. will never use them again. had multiple problems with them. never seem to receive important details from them only spam emails selling more more rubbish. they have put my mobile number on someone else's account was receiving details of someone else's order. they had the wrong mobile listed for me. orignal deal should have been 34.99 now they have pumped it up to 38 without telling me of the changes. the staff tell the wrong information. just waited over 18 hours for my internet to come back to be told they placed two orders and once and that's why it had cancelled after being told 3 times before that everthing was fine and they were pushing it though. also was advised by custmomer service to cancel in june when my contract is up now told me its 30 days and ive still got to pay them another bill. had problems with them since January not once offered any form of compensation. just add ridiculous charges everytime because of an issue that they created!
AVOID! AVOID! AVOID!
- Location
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- Location
- Brentwood
- Reviewing
- BT
- Date
- 2018-05-18
- Comments
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Never again BT, I’m an/was a new customer to BT they “delivered” my service .. no functional of cause now a 1 ½ week later it is still not working .. calling to cancel now
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2015-10-21
- Comments
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My boyfriend and I just moved in to a new flat and while waiting for our BT broadband to start, we are using a BT Wifi with Fon hotspot. I have to say it's really not a good start, and I really hope the wifi we get will be better. The hotspot connection cuts about every 10 minutes, and we have to constantly reconnect to it. I work from home and need internet for my job, and this has been an absolute nightmare. Really not worth paying the £20 for 5 days, as I end up having to go out to an internet café to be able to work anyways. Really not a good connection speed or reliability.
- Location
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- Location
- dunblane
- Reviewing
- BT
- Date
- 2016-06-21
- Comments
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I wish I could score zero.the worst company I have ever dealt with.a few weeks ago I decided to switch from another provider,i placed my order and paid my money,bt cancelled it,ordered again,same result,placed a third time,once again cancelled.i went back to my original provider.meanwhile despite not havinga bt order I have now had three hubs delivered to me and even had a text to confirm a date for engineer to install tv.really could not make it up.they are also sending bills but worst of all I cannot get my money back from them,it,s a lot of money so I won,t stop until I get it back.i am now getting my bank involved,then Ofcom,watchdog and paper.please do not use this incompetent useless company.BT should be ashamed of themselves but they don,t seem yo care
- Location
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- Location
- Cilcain
- Reviewing
- BT
- Date
- 2017-12-21
- Comments
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Shockingly, shockingly bad. Getting 2MB in a 20MB package when people in the same area are reaching 10-16MB. Add to that constant dropouts for a minute or more every 15 minutes.
Went through various procedures with someone in India for 3 days, trying everything, only for him to conclude that he couldn't fix it, but the system wouldn't allow him to book an engineer visit. Asked to speak to a supervisor, and line was cut. Sent a complaint - no answer.
Woeful. The worst experience of Broadband in 15 years.
- Location
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- Location
- Newbold Verdon Leics
- Reviewing
- BT
- Date
- 2016-04-01
- Comments
-
Speed varies from 17 to tonight less than 5Mb/sec
Had engineer out twice recently to rectify the problem, but the problem keeps returning
- Location
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- Location
- Norton Bavant
- Reviewing
- BT
- Date
- 2017-08-26
- Comments
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Little satisfaction from BT sales/help; poor service and a prominent disinclination to improve connection (speed and reliablility) when contacted. Having renewed for a year with promises to provide a good service, speed has dropped obviously over the last few weeks. Outrageous.
- Location
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- Location
- Tameside
- Reviewing
- BT
- Date
- 2014-12-12
- Comments
-
Good but now flawed. I like BT and have had MUCH better speeds than when I was with Sky. However, recently when I've needed help I have been treated VERY badly by customer services. I don't like being spoken to as though I was an idiot. When my contract runs out I will be looking to change providers.
- Location
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- Location
- Lincolnshire
- Reviewing
- BT
- Date
- 2015-10-28
- Comments
-
I initiated a home process, so far so good.
An issue with trying to get BT infinity in my new home, even though the BT online checker said it was available. This was due to it being a new build and it needing a new phone line. I was told by the home move team once the service was installed they would review line speed and upgrade to infinity free of charge. Good so far.
Open reach turn up to the house to install the service (phone and BB) and line. To be told that i need a specialist to to the work - this even though they knew it was a new house. The builder had run a duct to the pole. Apparently it is a specialist job to do this. I'm then told it needs a sight survey and its 5 days before BT get date for this from openreach. I'm also told this was now being case managed. This is BT speak for - no one else in BT can talk to you about this and you can not get direct contact with the case management team. I assume this is a way of avoiding getting calls for frustrated customers.
Finally get the work done for engineer to say the original guy could have done this and was being a lazy so and so.
I now find my online bill is charging me for services for certain dates that i have not had.
Tried contacting BT about this, and guess what it is still with escalation team and they cannot contact them or raise it with them and I have to wait 5 days for the review date to come around before I get a call - if i ever do - as this has never happened yet.
What a great way for you to be managed and have no one resolve this as you can not get in touch with this team.
Time to move me thinks
- Location
-
- Location
- Sherborne, Dorset
- Reviewing
- BT
- Date
- 2009-08-17
- Comments
-
Terrible broadband performance at around 0.3Mbps being delivered after a recent housemove.
- Location
-
- Location
- Hampshire
- Reviewing
- BT
- Date
- 2017-08-10
- Comments
-
Experienced static on phone line and internet kept dropping out,so phoned bt Customer service. Gentleman was polite and carried checks and said an engineer needed to call, so told him i would have to phone back with date as we both work. My partner arranged time of so we phoned bt to be told it was an external problem and an engineer would be despatched and it WOULD be fixed by the 3rd/08/2017 so we waited. By the 4th we still had the same problem, so contacted bt again and this time were told could not book engineer appointment as it was an external fault, however when i told them they had already supposedly fixed the external problem they suddenly could book an engineer, finally we thought the problem is going to get fixed, HOW WRONG WE WERE. Today 09/08/17 we recieved a text Message from bt with links so that we can check the equipment for ourselves and if bt send an engineer and find the fault is not there equipment then we will have to pay them
£129.99 for the engineers visit. SURELY THIS IS WHAT YOU PAY YOUR LINE RENTAL AND BILLS FOR, ITS CALLED PIECE OF MINDAT LEAST. Have now cancelled contract and the new company are going to check everything for free(no charge)WILL NEVER USE BT AGAIN.
- 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.