3,590 Customer Reviews over 90 pages
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- Location
- Kent
- Reviewing
- BT
- Date
- 2016-10-22
- Comments
-
Help line is useless. Their desktop help said Home Hub defective but they would not replace it. I got a router from elsewhere and now Broadband work.
Leaving BT and they try scare tactics to try and make you stay threatening £200 fee tat they are not entitled to. Bring it down to £70 by 'phone, but will text, E-Mail and send a letter for £200.33 but will not send anything saying £70. Awful company and I want nothing to do with them. NOT recommended.
BB advertised at about 76mb, I got 34.5 that with Infinity 2!
- Location
-
- Location
- Chesterton Peterborough
- Reviewing
- BT
- Date
- 2018-07-28
- Comments
-
Our broadband has suddenly become much slower even though WE have not changed anything. It's gone from 4.5 mb to 1.2 mb in our area so we can no longer watch any channelling the iplayer. I think BT stinks!!!!!
- Location
-
- Location
- Essex
- Reviewing
- BT
- Date
- 2015-02-11
- Comments
-
My Daughter ordered this system on line, having been lured by the provision of the free BT sports on TV. Other than that she had been happy with her previous ISP. Talk Talk.
I too ordered the same system a day or so apart. (I live a 3 minute walk away)
To cut a very long story short: upon connection it soon become apparent that my daughter could not get BT sport on TV. Over the next 7/10 days we spoke to BT customer service (An appalling service) about this problem. Here is a rough log of calls.
1. Order management office Cardiff (some of the information I was given here was either totally incorrect or misleading, but there was no apology nor solution provided.
2. An advisor in Belfast (Ditto above)
3. An English speaking lady Melanie in the UK
4. Shefali India (promised to call back the next day) and of course that didn't happen even though I gave her my mobile number and it was connected with 5 bars all day
5. Yokes India. This gentlemen was down right rude. So I asked to speak to his Manager ..?
6. Chanda India ( The manager) I may as well have been talking to myself) totally inept
7. Erin (UK) I suspect Liverpool area. At last a young lady who recognised that she was talking to a Customer. "I really do care about my customers" she bravely and genuinely stated. I pointed out respectfully that if she did it would be better to leave BT and find an organisation that would compliment her natural talents and beliefs.
My simple request was this: wether BT sport on TV is free or not. My daughter ordered the system BECAUSE that was the main lure. It hasn't been supplied and no date for when it could be was given. On that basis it is only fair for her to be able to cancel the service and receive a full refund without charges. BT say that because their confusing online order system caught her out, tough luck. If she cancels now not only will there be no refund, on the contrary she will have to pay a cancellation charge.
Only a monstrous, outsized, disorganised poorly resourced Dinosaur like BT could treat their Customers like this and get away with it because they simply DON'T care.
I will never, ever.....use this despicable organisation again for a packaged internet TV or phone provision, even though I have recently ordered the same at the same system. I will have to suffer their disgustingly poor customers care for 12 months as will my daughter (even though she has not received what she sincerely believed she'd ordered)
Then it's Goodbye, Alvida and good riddance .
If you want a good standard of customer care avoid BT or use them at you Peril. They as far away from British as the planet Pluto!!!
- Location
-
- Location
- Reading
- Reviewing
- BT
- Date
- 2016-11-11
- Comments
-
Having switched to BT Infinity from Orange standard broadband, I have seen no discernible improvement. Just before writing this review, I experienced two pauses while watching iPlayer via the Infinity hub. On a few occasions,, my desktop has lost the connection. Perhaps if there were several people in the house all sharing the hub, it might come into its own. I have several months of my contract to run so performance over the remaining period will determine whether or not I feel it is worth the extra money. At the moment I reserve judgement.
- Location
-
- Location
- BRISTOL
- Reviewing
- BT
- Date
- 2015-12-23
- Comments
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Having closed my account 3 years ago they went on and defaulted my account for 4 months later which affected my credit rating. Sent letter with details it was their fault, called 6 times and never heard back from them. 4 months waiting now and still nothing. Unacceptable and will never ever use again.
- Location
-
- Location
- Angus
- Reviewing
- BT
- Date
- 2016-07-04
- Comments
-
This review is of a new connection and we are new customers to BT. BT's broadband checker suggests 2.34Mbs where as 3 other independent speed checking sites suggest 1.82Mbs, 1.94Mbs and 2.04 Mbs. BT have failed 4 times to connect our Broadband, each time giving a definite date, assuring us that the connection has been fast tracked. On the 5th attempt after the engineers rejected the request for fast track, it was connected but a day later than promised. Customer support was appalling - both call centres based in UK and India were as bad as each other, BT's policy will not let you speak to a manager - who you get taking your call is the person that you will deal with, yet after each person assured us that they would personally check and email and call me to update - NONE of them have. A complaint was raised and the person dealing with the complaint said they would call me back at a specific time, it is now 4 days later and no call. Apologies if this is a rant but if this is what a company is like to NEW customers, i dread to think what it will be like once we are no longer regarded as NEW !!
- Location
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- Location
- Ipswich
- Reviewing
- BT
- Date
- 2017-09-20
- Comments
-
Unbelievably arrogant. I had TV, phone, broadband and mobile service with this bunch of cowboys. I had an issue with mobile service, they refused to compromise so I have now cancelled everything - they have achieved a short term gain, but will now lose me as a customer forever.
- Location
-
- Location
- Cheltenham
- Reviewing
- BT
- Date
- 2015-09-18
- Comments
-
I had been with plusnet for a year and had No issues at all. Probably only really needed to restart my router about 3 times in a year.
With BT now for a month, as I wanted to get bt sport.the internet is terrible. I used tobe able to get a potential speed of 16ms/s and now I am downloading a file which is 424mb and it says it will take 6 hours! I restated my router and still the same. Very poor
- Location
-
- Location
- Glenrothes
- Reviewing
- BT
- Date
- 2016-12-03
- Comments
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Just discovered BtT have been money from my bank without my permission for over two years despite me cancelling my account my subscription with them. Apparently I didn't cancel the free bet sport so they've been charging me for this. Be warned.
Also the reason I left them was due to a poor unreliable service.
- Location
-
- Location
- Brighton
- Reviewing
- BT
- Date
- 2021-05-20
- Comments
-
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
-
- Location
- Glasgow
- Reviewing
- BT
- Date
- 2014-12-18
- Comments
-
Recently moved home and since I was an existing BT customer I decided to opt for the seemingly straightforward choice of sticking with the same company.
I called BT and told them to transfer my services to my new address (for which an engineer visit would be required) and was informed that the earliest available date would be 23rd December - a full month after moving. I said sorry but that was unacceptable and I would be seeking an alternative provider. An early date of 8th December then miraculously became available. An engineer visited and stated work needed to be done outside of the property for which another visit would be required. Thus far no one has arrived on two occasions and a third visit has been arranged for yes, you guessed it, 22nd December with services commencing on the 23rd. I have no faith that will happen.
In the meantime I have spoken to numerous BT staff who plainly have no idea what is happening as very little information seems to be recorded. I have received emails stating the customer care team would call on a certain day but no calls. It has been explained to me that I didn't receive calls because they had the wrong number, yet sent me a TEXT to tell me they couldn't contact me because of this!
So, having stated that waiting till the 23rd of December was not acceptable, I now find myself hoping that my services will be connected on that date. In my opinion I was lied to in order to retain my account. There is little or no communication between departments, trying to speak to a supervisor is a hopeless cause as it seems it's not their policy for senior staff to dirty their hands talking to customers and BT employees seem to make things up as they go along.
Unnecessary mobile calls over the past four weeks have left me out of pocket and I'm still paying for Netflix which I haven't been able to use along with xbox live.
BT are a truly woeful company who don't deserve the loyalty that many show them. I am currently seeking an alternative provider.
Do yourself a favour and do the same.
- Location
-
- Location
- Northwich
- Reviewing
- BT
- Date
- 2016-02-12
- Comments
-
Moved from sky in Sept last year to BT and have lost days since trying to get the bband workink correctly.
DO NOT SWITCH TO BT I have had poor speed and constant connection issues which has meant my son has not really been able to use his xbox online, currently trying to cancel but they want in excess of £500- to move to another supplier
- Location
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- Location
- East Runton
- Reviewing
- BT
- Date
- 2018-01-04
- Comments
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Been waiting for 3 months for open reach to repair my phone line. After numerous engineers I don’t have a constant phone line, broadband spends more time down than up. I payed for infinity to get new hub due to an engineer saying my old one was faulty (didn’t cure my problem) hence I still get 1.6 download Av, when working.
- Location
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- Location
- Kingston-Upon-Thames
- Reviewing
- BT
- Date
- 2015-07-17
- Comments
-
My phone line hasn't worked for over a month. I raised a ticket and they said they'd fixed it but they hadn't so i re-opened it after which, nothing.
So I phoned them (06:30 am) and got straight through to Gibson. He was very helpful, checked the line and confirmed there was a fault. He raised another ticket and it is due to be fixed within a week. Plus I get a refund on my line rental.
So apart from the delay in getting the line fixed, customer support were very helpful
- Location
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- Location
- wrexham
- Reviewing
- BT
- Date
- 2009-12-06
- Comments
-
customer service very very poor un able to achieve download speeds promised when signing contract
- Location
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- Location
- BAGILLT
- Reviewing
- BT
- Date
- 2017-12-17
- Comments
-
worst internet ever i was with talktalk before at least they were cheaper and did fix problems stuck with bt at moment paying for a service im not getting speeds are 0.52 at best
- Location
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- Location
- Newbury
- Reviewing
- BT
- Date
- 2022-12-08
- Comments
-
Internet down in the area over 4 days now, no contact from BT and only lies when you speak to them
- Location
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- Location
- Northern ireland
- Reviewing
- BT
- Date
- 2024-03-05
- Comments
-
Took the halo package out in October 2023, 900mps Internet and 12 months xbox game pass free for 50 quid a month. All grand the first month. Second month I was charged £10 for xbox game pass. After a number of phone calls and a good amount of time on hold, got an apology and £10 refunded back onto my account. Next month was happy to see there was no additional charge, but then went to switch on the xbox and it wouldn't work. Rang up multiple times again and they said they had accidentally cancelled my xbox gamepass. Was told the handiest way for them to fix the problem was to basically cancel my full bt package and sign me up for a new contact starting today for the same package at the same price, which I was happy enough as I was only a few months into the contract. Was told I would get my email to activate the game pass within 10 mins later. 24 hours later still no email so again back on the phone. They now tell me, as my account previously had a gamepass code I can't get another. I told them it was BT that cancelled the game pass not me, and they have never gave me my 12 months free as promised. They have escalated my problem after I told them just to cancel the full package and stated someone will be in touch within 5 working days. At this stage I don't care and am just fed up of being passed from pillar to post. Not good enough, don't advertise gamepass for free if you can't give it. The broadband worked fine tbh just customer service and not delivering on what was promised is the let down.
- Location
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- Location
- Bath
- Reviewing
- BT
- Date
- 2023-06-28
- Comments
-
DO NOT take out a BT contract. They used to be a trusted brand but my contract price of £26.99 went up by 14.4% in year one. Small print is increases are based on CPI
- Location
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- Location
- Reviewing
- BT
- Date
- 2015-12-12
- Comments
-
Couldn't be unhappier with BT. The speed is okay AT BEST but what we have cuts out every few minutes. Trying to go on phone apps is just impossible if they require an internet connection and online gaming is a thing of the past. If I could reliability an honest rating I'd go with -5 stars. I will be switching to any other service as soon as possible. I highly recommend someone else.
- Location
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- Location
- Devon
- Reviewing
- BT
- Date
- 2023-01-12
- Comments
-
Complete waste of time and money. They make massive profits for their ceo thro dividends etc yet don’t employees engineers as they are too cheap and can get an engineer to you for 2 months!?!?
They don’t deserve anyone’s money. Monopoly and not fit for purpose
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2016-11-09
- Comments
-
The worst customer service that I have ever experienced.
I was with BT for about a year, I canceled my contract early because I was moving to another country. I was told that it would cost £74 to cancel my contract early but they ended up charging well over £100. They also overcharged me for several of the months that I was with them. When I was eventually able to get in touch, they kept avoiding my questions about the charges. I emptied my bank account so that they can not take any more money from me, since then they have reported me to a debt collection agency.
STAY AWAY FROM THIS COMPANY
- Location
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- Location
- CRUMLIN
- Reviewing
- BT
- Date
- 2017-12-03
- Comments
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If I could they would get 0 stars, Been living in my house now for 12 years and 8 years ago I called Bt to ask about getting broadband and to this day I'm still waiting for them to but an exchange box close enough for us to pick up internet
- Location
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- Location
- Derbyshire
- Reviewing
- BT
- Date
- 2021-04-27
- Comments
-
By sent three discs to help me get broadband throughout my house. It failed so by asked me to return the discs. They failed to send the return label and then reminded me That if I failed to send the back in time I would be charged I then rang BT yet again and asked him to send a return label what you would think would be a simple task a week later I am still waiting what abysmal service one gets from BT shame on you BT
- Location
-
- Location
- Newport
- Reviewing
- BT
- Date
- 2018-11-06
- Comments
-
Speed is to low for consistent performance
- Location
-
- Location
- Plymouth
- Reviewing
- BT
- Date
- 2015-02-23
- Comments
-
Pay for a 75Mb connection, usually receive in the region of 35Mb. The customer service is shockingly awful, they don't care in the slightest so don't expect them to help you. We were stunted with an engineer bill of £130 as well, for an issue that even the engineer told us was BT's fault and not our own, an oversight by the original engineer in the set up cost us in the long term.
On top of this issues like losing Broadband service for a week at a time (with no apparent fault on their end), and over a month waiting time to get set up initially make this all in all a great practice in wasting money and time.
- Location
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- Location
- Weston-super-Mare
- Reviewing
- BT
- Date
- 2018-03-15
- Comments
-
AWFUL , signed up to a broadband deal which was advertised to include 18 months free bt sport , they then didn't honor it and blamed me for not ordering it right when i followed the link and it was plastered all over the screen stating i would get it. they then said they would give me ten pounds goodwill which was not good enough as i moved from sky which was cheaper to get this bt sport deal. awful customer service.
- Location
-
- Location
- plymouth
- Reviewing
- BT
- Date
- 2022-10-07
- Comments
-
Got cold called from bt to switch to broadband from ee. Worst mistake ever. Customer service is rubbish. avoid this company like the plague
- Location
-
- Location
- Measham
- Reviewing
- BT
- Date
- 2014-10-24
- Comments
-
I've been a BT customer for a while now, probably around two years, and I would definitely NOT recommend them to friends and family. Over the two years that I have been with BT I've had a number of problems with both internet speed, connectivity and rude staff.
When I first got BT installed I had no problems at all. Then, after about a month, my internet speed plummeted and was barely usable. On one occasion it took 52 hours to download a 20GB file for a PS3 game that I was trying to play. On many other occasions I was left in a mess when my internet connection was so bad I could not even submit essays for University.
When I first moved house, I was told that my BT services would be transferred and available to use by a particular date. On this date, I waited until 10pm for my phoneline to be connected but did not have a broadband connection. I waited until the following day, thinking maybe there was some kind of delay. Three days later, I still had no broadband connection so made a phonecall to see what was happening. At first I was told that I did not have a broadband deal associated with my account. I told the operator that there must have been some kind of mistake, explained the situation and was told it would be dealt with within 48 hours.
After 48 hours I still had no broadband and was relying on mobile internet (in a VERY poor coverage area) to send/receive emails. I contacted BT again and was told that there was no record of my broadband service. I explained the situation and, again, was promised action within 48 hours. ANOTHER 48 hours passed and no broadband connection appeared. I rang to complain again and ask what was happening, this time to be told that when I changed address I had removed the broadband option from my account. This was NOT the case, why would I get rid of my broadband? At this point I was told that a BT operative would look into the matter and get back to me.
When I received a phonecall the following day, I was told that my broadband service was still active at my old address and had not been moved to the new address with my phoneline. I was confused and angry at this point and demanded something be done. I was told that the only course of action was to place a new broadband order which could take up to 14 days to put into place. I had no choice but to accept and waited for my order. Due to an unknown problem, it took 21 days for my connection to be installed and, once it was installed, it did not work. I had no broadband connection at all. During one of these phonecalls, after being on hold for 18 minutes, I was talking to an adviser when she put the phone down for no reason and I was forced to ring back and wait in a queue for a further 25 minutes.
I made over 20 phonecalls to BT to get this sorted and, after nearly another week, my broadband connection was working. For the next few months I had a slow internet connection, sometimes slower than dial-up, and was told by friends and family that they could not get through to my landline number at times.
Eight months later, I moved house again. I was told that my broadband and phone service could be transferred to the new address without a problem. However, after going through the process, I was given an engineering appointment that was two weeks after I moved in. Realising there was nothing I could do about this, I waited for the appointment. I then received an e-mail stating that it was going to cost £130 on top of my normal bill to get my services transferred to the new address. This brought my bill for that month up to £210. Another obvious problem here was the cost of my bill before service charges. For the last year I have not received a BT bill for an amount less than £60 when it should only be £40. I've questioned this and was told it was because of my phone usage. I should get free evening and weekend calls but, as I can see clearly on my bill, I have been charged many times for evening calls. Sometimes up to £3 per call.
Now, after nearly a month of living at my new address I have found that the slow broadband problem has followed me! Some days I get a solid 19MB connection, other days I'm lucky if I get a 1MB connection. For the past three days I have noticed my broadband connection has been particularly slow. So slow, in fact, that it takes roughly 20 seconds for a website to load and I have to let youtube videos buffer for 5-10 minutes before I can play them.
Overall, BT have been a totally useless, terrible Internet Service Provider with bad customer service. The only reason I am still with them is because every time you move address your contract is automatically renewed for 12 months. As soon as my contract has ended I will be looking for a new ISP and warning everyone I know to avoid BT in the future.
- Location
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- Location
- lancashire
- Reviewing
- BT
- Date
- 2016-08-11
- Comments
-
Absolutely shocking service all round, have been without broadband now for 2 days, they are advising me it could be another 3 days before I receive a call back to get it resolved. It is a complete lottery if you get anyone that knows what they are talking about when it comes to broadband faults. If you are a new customer looking for a broadband provider I would advise that you avoid BT at all costs.
- Location
-
- Location
- Chertsey
- Reviewing
- BT
- Date
- 2014-10-02
- Comments
-
I was with Sky broadband and decided to move to BT for 12 months as it was on offer for the same cost and I'd have BT sport included.
The reliability and signal strength of the router they so proudly advertise on their adverts is terrible. It has where near the range of my previous Sky router and drops connection. BT give you a 14 day cooling off period to cancel their services. The problem is it took over 14 days for the switch to take place from when I placed the order. Therefore I didn't know how unreliable their internet was until it was too late to cancel.
- Location
-
- Location
- Kilwinning
- Reviewing
- BT
- Date
- 2020-03-18
- Comments
-
Had BT for 2 months now, had several issues, slow speed was the first. Guaranteed minimum speed of 32Mbps, any time i run a test with nothing else connected but my laptop, i'm lucky to get anything above 22Mbps. Phoned BT, customer support was good and attentive, they identified a fault, the BT engineer came out, and was receiving above 30Mbps. Four weeks later, it keeps dropping out, reported again, there is another fault with the line, speed is slow again. Waiting on it to be 'fixed'. Not holding my breath that it will stay fixed.
Also you should note, that with my previous broadband provider, the router where it was placed offered a solid wi-fi signal throughout the house. With the BT router, in the same location, the wi-fi signal is very patchy. This can only be on purpose to encourage you to spend additional on their wi-fi extender at £100 each.
I will be considering my options over the course of the next couple of months.
- Location
-
- Location
- Troon
- Reviewing
- BT
- Date
- 2016-07-16
- Comments
-
Terrible service, we have an issue with Internet and phone connection....we have been on the phone since 9am this morning....2 hours latter and the clowns at BT are incapable of solving a simple solution. Pathetic customer service.
- Location
-
- Location
- Ayrshire
- Reviewing
- BT
- Date
- 2017-11-22
- Comments
-
We upgraded to super fast fibre broadband in June. Since then the service we receive is poorer. I have had engineers out, given advice over the phone, been talked through changes to the settings and it has not improved. BT informed me that the figures they quote are for hard wired devices not wireless. They eventually stated that they could not improve the service. So I a, now paying more for a poorer service than I had originally. I was now out of the cooling off period and would be charged £200 to leave the contract. This is not viable. I am now a very unhappy BT customer until June next year when the contract runs out. They offered me a discount on a new 12 month contract which I refused. I will never use BT again and would advise everyone to avoid them like the plague.
- Location
-
- Location
- Lincolnshire
- Reviewing
- BT
- Date
- 2016-10-27
- Comments
-
Pathetically poor service, over 25 hours on the phone trying to get incorrect charges emotes from my account. BEGGED for somebody with the right level of authority to speak to me to reverse incorrect charges and the release me from the remaining ten months of contract. Nothing doing - silence. Complaint letters - unanswered. So, I cancel the direct debit and call ZEN (A++++ SERVICE!) to hook me up.
Then I get a response! And what a CRAZY experience that was. HELP!! They won't let me go!! SAVE ME!!!
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2018-06-18
- Comments
-
The only reason they get a 1 star is because you can’t leave 0! Worst customer service I have ever experience! They don’t care about their customers in the slightest! They’ve cause me nothing but issues and stress since signing up! Avoid them like the plague that they are! Their service is substandard anyway, got to hyperoptic and get a much much faster long for a better price!! Absolute joke of a company that I will never be a part of again!!
- Location
-
- Location
- La13
- Reviewing
- BT
- Date
- 2017-04-06
- Comments
-
broadband good fast speed etc, TV nothing but problems, keep losing channels and can't retune normal TV eg itv2. Switched from Sky big mistake on my behalf, will be going vacancies January 2018. Only had Bt TV 3 months and had more problems with it than in that time than 20yes with sky.
- Location
-
- Location
- La13
- Reviewing
- BT
- Date
- 2017-04-06
- Comments
-
broadband good fast speed etc, TV nothing but problems, keep losing channels and can't retune normal TV eg itv2. Switched from Sky big mistake on my behalf, will be going vacancies January 2018. Only had Bt TV 3 months and had more problems with it than in that time than 20yes with sky.
- Location
-
- Location
- La13
- Reviewing
- BT
- Date
- 2017-04-06
- Comments
-
broadband good fast speed etc, TV nothing but problems, keep losing channels and can't retune normal TV eg itv2. Switched from Sky big mistake on my behalf, will be going back January 2018. Only had Bt TV 3 months and had more problems with it than in that time than 20yrs with sky. I'm sure Bt have plenty of satisfied customers but sorry not me.
- Location
-
- Location
- Seamer
- Reviewing
- BT
- Date
- 2016-10-19
- Comments
-
Whatever you do do not use BT customer service appalling been overcharged 2 months in a row offered no help at all the broadband is nowhere near the speed I was promised either take your business elsewhere
- 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.