3,590 Customer Reviews over 90 pages
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- Location
- Seamer
- Reviewing
- BT
- Date
- 2016-10-19
- Comments
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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
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- Location
- Weston Super Mare
- Reviewing
- BT
- Date
- 2016-05-18
- Comments
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Absolutely absurd to think I get 1.9mb speed, I spoke to BT just before buying my house 2 years ago and they assured me that works were due to take place to install fibre optic, not a single sign of an engineer, every time I call I'm told it's due to take place in 3-4 months, if I visit my brother in law who lives literally the other end of my road and use his WiFi, I get 55-60mb speed, it's an utter disgrace, not only are they liars, their customer service is diabolical and I cross my fingers that this new law gets passed where customers have to have a minimum broadband speeds. BT hang your heads in shame, yours sincerely a soon to be ex customer(p.a dial up is still head and shoulders above your lousy service)
- Location
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- Location
- Cornwall
- Reviewing
- BT
- Date
- 2015-10-03
- Comments
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Dont trust BT ever. I contacted BT in 2013 when the exchange showed it was AO (accepting orders) here i am oct 2015 and still no Superfast. I have a case open with their own complaints and Ombudsman. I lost out on free internet deals on the promises and order i put with BT from other suppliers. They continually LIE and blame sub contractors for their own engineering g incompetence. A neighbour who placed. an order in August had his installed within 3 weeks..BT was given £90,000,000of tax payer money to ensure rural broad band roll out.. . I don't recommend them to anyone ever.
- Location
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- Location
- Olney
- Reviewing
- BT
- Date
- 2024-02-06
- Comments
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If they weren't this big they could easily be labelled as scammers. I've been with BT since they were under the EE name and when my contract ended, they didn't bother to tell me and put the prices up. I paid extra like an idiot for over a year because I don't check my contracts. Once I've renewed it it went down to a decent amount and now it's getting ridiculously pricey. I'm paying nearly another half bill compared to the initial cost and other suppliers aredoing cheaper deals for better speeds. Also, if you fail to pay on time, they will add extra yo the bill. Never encountered this before in a reputable business, just the odd loansharks. I do not recommend at all just for the scammer like behaviour of the company
- Location
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- Location
- ha8 9ed
- Reviewing
- BT
- Date
- 2017-06-23
- Comments
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I wouldnt recommend BT to anyone as they are very expensive and service is bad. Most companies are like this but to be honest they win the crown
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2022-01-21
- Comments
-
Absolute trash. This company got me to lose income til the point of not being able to pay my bills and rent!
Do not use this company!
- Location
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- Location
- lancashire
- Reviewing
- BT
- Date
- 2015-10-03
- Comments
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For the past 3 weeks I have had problems with my bt broadband dropping out. It had completely gone for a week. On calling BT on 15/10/15 I was told there was no problem with my line. I called back 10 minutes later when the broadband went done again, and spoke to an alternative advisor, who told me there was a deep problem with my line, and that an engineer would come out the following Monday. Having taken the morning off work and waited in from 8am to 1pm for my engineer visit, I then called BT to ask where the engineer was. It took me 40 minutes to connect to an advisor who told me there was no problem with my line and the engineer didn't need to visit. Wonderful that they didn't let me know that before I stayed in all morning. Only the problem has not been fixed. Having waited an hour to be put through to another advisor, who told me that a technical expert would be in contact in 48 hours. I have now received after 44 hours an email to tell me to check my connections and offering a paid for technical advise service - so far have spent about 2 and a half hours on hold, been passed from department to department, and still have broadband that cuts out. Having asked their complaint procedure I was told I would receive an email detailing how to complain - surprisingly it did not arrive. I cannot wait until my contract finishes, as I will under no circumstances renew with BT. Customer service is absolutely dismal and dealing with their advisors is frustrating and useless. Perhaps if I stop paying my bill, someone will contact me.
- Location
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- Location
- Dundee
- Reviewing
- BT
- Date
- 2014-10-30
- Comments
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Keep clear of BT! I was with them years ago and their customer service was so poor I left for Sky. A couple of years ago I decided to give them another go. The speed and reliability was dodgy to say the least, so it wasn't really worth watching anything on TV so I decided to go back to Sky. I tried to cancel everything, but they only did one thing at a time so I have to phone separately to cancel TV, then Landline and Calls, then Broadband, then BT Sport. It was absolutely ridiculous and time consuming. Then after a month they tried billing me again, so I had to phone twice to get it sorted, which I was promised it now was. Then a month later I was billed again, so I phoned again and was promised it was again sorted. Then a month later, after cancelling my Direct Debit, they billed me again and tried to charge me a fee for not paying. Finally after 3 months and NINE phone calls, it appears that they have finally stopped stealing from me and attempting to charge me for a service that I don't have.
I always give companies two chances and if they screw them both up I will never return and try my hardest to make all my friends and family never use them again. BT has now joined British Gas on the "never use again" list!
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2015-10-13
- Comments
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I tried to get Broadband through BT, firstly infinity to premises and then ordinary broadband. Infinity was sold to me and promised to be as quick and easy as copper line bb. I waited 3 weeks for an engineer, he turned up and said the road was too dangerous to work on, and they would require traffic management. Was advised by BT to cancel original order and to get a copper line telephone and bb installed. Promised it would be done on the 24th September. No engineer turned up, when l called BT to ask what had happened they said the order has problems with the exchange. After weeks of endless calls to and from BT and going round and round in circles with no answers from BT, l have now cancelled the order and am hoping another provider will be able to supply us with BB. BT is an unhelpful and useless company selling products they can not provide. l would NOT recommend this company to anyone.
- Location
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- Location
- Gloucestershire
- Reviewing
- BT
- Date
- 2016-01-25
- Comments
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I have been a loyal customer to BT for 15 years and the customer service, braodband speed and outages are getting worse. The latest upset is where BT has charged me for calling an 0808 freephone number. Therefore, I am now in a battle with BT and the Ombudmsman and cannot wait to switch away from BT. They are too big of a company to give two hoots to their customers, unless of course you are a business customer, then they will bend over backwards for you...
If you have the option of moving with another provider take it (as long as BT do not own the line)...
- Location
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- Location
- Shropshire
- Reviewing
- BT
- Date
- 2014-11-20
- Comments
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Switched from sky who were reliable but too expensive. 5 weeks past connection date with BT and still no broadband. Absolutely disgusting service order timed out because it took too long on there system. Order escalated without any real improvement. As they have not fulfilled the contract I am cancelling and moving to another provider. Any provider. Steer clear of BT. Not impressed at all!
- Location
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- Location
- Kent
- Reviewing
- BT
- Date
- 2016-01-09
- Comments
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Love their new customers, couldn't give a toss about their existing ones.
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2018-09-19
- Comments
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not sure why there are so many negative reviews; we have had BT broadband/phone for 11 months now; never had any problems, fast speed (usually around 50 MBps - as 'promised') reliable landline - only reason we're (probably) going to change is that the initial 12 months discount expires... and now things get really expensive :(
- Location
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- Location
- OLDHAM
- Reviewing
- BT
- Date
- 2017-08-17
- Comments
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Been a landline / infinity broadband / BT Sport TV customer for several years - on August 7th I renewed my contract on the strict understanding that I would be able to record BT Sport by exchanging my You View box for a You View Plus box. On that basis I was foolish enough to pay £208-80 landline fee 12 months in advance. Subsequently I have spoken to as many as nine individual BT employees in an attempt to resolve the recording issue by purchasing a You View Plus Box, quoted at £49 plus delivery. I have repeatedly been passed from person to person, placed on hold, hung up on, informed I need to also buy an additional TV package etc etc. Last night I again rang 0800 783 1401 number with the notion of either resolving the problem or cancelling my contract and requesting a refund. On this occasion I was kept on the line for one hour and 20 minutes while being passed to 3 different advisors, Chris in Doncaster, a lady and finally a Scotsman named John who assured me he'd have a brief word with his manager and get right back to me. 20 minutes later the connection was broken, leaving me absolutely fuming and my dinner burned to a crisp. Nevertheless, I rang 0800 783 1401 again this afternoon to cancel my contract but was persuaded by Amir Patel that the issue could be resolved, he would investigate and I could expect a call back in 30 minutes or so He said he'd generated a complaint ref No VOL013-235351101139 in the interim. Four hours later I have received no such call on either my landline or my mobile, both numbers having been supplied to BT. I have just called 0800 783 1401 yet again to cancel my contract within the 14 day cooling off period and to request a refund of the 12 months in advance landline charge which I am informed may take up to 7 working days to clear my account - took 5 minutes to leave my account. Ironically I also receive a BT bill yesterday and needless to say its also wrong. The left hand doesn't know what the right is doing resulting in disgusting treatment for loyal, longstanding customers. Never again!!
- Location
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- Location
- manchester
- Reviewing
- BT
- Date
- 2016-08-13
- Comments
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broadband is expensive at £40/month for infinity max, but work well and is reliable.
I am however very upset to have discovered a little clause hidden in section 13 of the Terms and Conditions: even if you are not on a fixed term contract, if you move and don't want to take BT with you you will be charged, in my case £31. So beware when comparing prices...
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2020-11-05
- Comments
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Our experience with BT is absolutely horrible. We signed up with them only because they were the only provider offering over 100mb speed at our current address. They booked us an engineer visit on two occasions which they've missed (both), then 3rd time lucky, but leaving us without internet for 5 weeks. Now we are moving home and they can only offer us 30mb to 60mb at the new address. They wanted us to sign a fresh new contract on 30mb for a further 24months. Of course, we want out of our contract since they cannot honor their part of the deal & Virigin can offer us up to 500mb. They are not allowing us to leave without a buyout fee which is ridiculous. Since they want us to go on a fresh contract, it only shows that the old one does not stand. Absolutely horrible.
- Location
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- Location
- Weston
- Reviewing
- BT
- Date
- 2016-12-13
- Comments
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Terrible customer care and service. Be nice to speak to someone that understandshe me!
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2017-11-28
- Comments
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Fine when everything is working as it should..... BUT when there's a problem you're screwed. If are lucky enough to actually speak to someone on the phone (their "chat" service is useless) you'd be lucky if they actually listen to you before pretending to put you through to another department only to end the call. The customer care centre is obviously based in India and, although they speak far better English than I do their language, there are issues lost in translation here also. I have tried over 2 days to report a serious data protection breach where I recieved lots of sensotive data belonging to a third party and have got absolutely nowhere. The only advice I was given was to "change my password" which is obviously nothing to do with the issues I was reporting.
- Location
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- Location
- Yorkshire
- Reviewing
- BT
- Date
- 2016-03-22
- Location
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- Location
- hereford
- Reviewing
- BT
- Date
- 2014-11-22
- Comments
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Bt hate customers.
Spent 3 weeks trying to get an engineer out. When I managed to book one he did not turn up. Waited another week and had a visit and was told it was fixed. In this time internet dropping out for days at a time or so slow unusable. Still not fixed. Rang call centre again who refused to request another engineer to visit as we were 'long line' i.e. rural. Had broadband for many years at this address so why can't they sort it now. They dont listen to what you say, just keep repeating the same thing. Also they gave us the option of cancelling the service( without penalty! How generous) or carry on paying for the few minutes we manage to connect. As they are the only providers in the area we have no option but to continue paying a premium price for an appalling service. Also our neighbours (who presumably have the same length of line are able to get reasonable broadband)
- Location
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- Location
- GL74BW
- Reviewing
- BT
- Date
- 2016-06-26
- Comments
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I was Ok with BT , not the best line speed with drop outs etc but the main problem was when i came to move home. I arranged the move and they told me all would be fine and i would be connected within a week. It didn't happen and they ended up cancelling my contract and told me that as I had cancelled early there would be an early termination charge. I have not been able to resolve this and when i asked them to connect me as a matter of urgency they said it would take another 3 weeks.
They don't listen or care and when things do go wrong they make no attempt to correct it
- Location
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- Location
- suffolk
- Reviewing
- BT
- Date
- 2014-09-10
- Comments
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Having changed over to bt a out 6 weeks ago so I could get the motogp racing I can't fault the internet. However, as a bt customer you should get bt WiFi which for the last 4 weeks and daily phone calls normally an 1 hour + long and they still can't resolve the issue that whenever me or wife are out and our mobiles pick up a bt WiFi spot it will not connect, it refuses all passwords or knowledge that we even have a bt account. Basically they as much use as a chocolate tea point and I'm very close to cancelling the package.
- Location
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- Location
- Ickenham
- Reviewing
- BT
- Date
- 2019-01-25
- Comments
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Worst company I have ever been with. Firstly they charge me for a whole year of BT sport when I never asked for it. I cancel my package with BT and they send me a final bill charging me for an extra month. They haven't got anything right from day one. Stay away
- Location
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- Location
- Manchestrt
- Reviewing
- BT
- Date
- 2020-08-24
- Comments
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Router broke asked for a new one was told they need to send engineer i was like but its the router they where like muh engineer so engineer comes out and says its your router heres an £85 charge robbing scammers
- Location
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- Location
- Cornwall
- Reviewing
- BT
- Date
- 2018-05-12
- Comments
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Paying for Infinity - actualy getting Infinity some of the time, have contacted BT, however speed always improves for a while when BT contacted., then variable again.
- Location
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- Location
- Enfield
- Reviewing
- BT
- Date
- 2019-01-28
- Comments
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BT are an absolute JOKE. Ordered my installation on Jan 5 and was told would be installed on Jan 16. Install was cancelled, and due to "technical complications" had to cancel the order and reorder on Jan 12.
That put the date back to Jan 22, but connections got it back to Jan 16. Then was told the installation was cancelled AGAIN.
Was told it would be done on Jan 28, and have now been informed that the engineer WON'T be able to install... AGAIN!
BT are an absolute JOKE.
They're too big and just don't care about their customers. Stick with a smaller supplier who takes care of their customers.
- Location
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- Location
- Trowbridge
- Reviewing
- BT
- Date
- 2018-03-17
- Comments
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Shocking service, previously with sky who I left because of cost, BT infinity is supposed to be great but the internet suffers in drops constantly, the fault was reported and an engineer booked who failed to arrive, I called BT to ask where the engineer was and was told that it had been cancelled due to having been looked at by another team from BT who found no fault funny that as when I was on the phone to BT the internet failed again! no email, text or call to tell me that it had been cancelled, so please save yourself stress and time and go elsewhere, BT has now been cancelled after only 2 months without any penalties due to them admitting that they are useless.
- Location
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- Location
- West Sussex
- Reviewing
- BT
- Date
- 2014-10-02
- Comments
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The worst customer service ive ever had. Will not accept its their problem for my poor speed and dispite watchdogs show will not let you leave, see you in court bt.
- Location
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- Location
- England
- Reviewing
- BT
- Date
- 2024-01-30
- Location
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- Location
- Chester
- Reviewing
- BT
- Date
- 2016-01-18
- Comments
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God Awful, Spoke to 5 different people and they told me 5 different things drawn out process and charged for a service not provided, broadband not provided until almost a month before contract begun and charged for extra month after being told 3 times they wouldn't (this is after giving them a months notice and phoning twice between this month notice given and months end to confirm no extra charges) They belong behind bars
- Location
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- Location
- Plymouth
- Reviewing
- BT
- Date
- 2017-05-02
- Comments
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If I could rate 0 I would faulty equipment which was set t he incorrect address. Took months to sort out slow co connection. Cost a fortune and was offered £20 compensation for losing £1000's with work customer sevice dire then BT slapped a negative on my credit file as I wouldn't pay for a service they did not provide Criminal!
- Location
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- Location
- Lancashire
- Reviewing
- BT
- Date
- 2015-06-23
- Comments
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Very slow speeds at times, customer service very difficult to deal with and after several months of trying unable to resolve my issues. Will not be using ever again!!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2017-08-02
- Comments
-
Abysmal 3 Months
Currently stuck with BT at the moment.
Was unfortunately lulled into a false sense of trust and security by one smooth experience with them in the past. This seems like a distant memory now after 3 months of beyond the worst imaginable customer service.
To elaborate on this just a little... our original order for TV and broadband was mysteriously cancelled by one of bt's own staff members and the same individual brazenly called us and suggested we had cancelled it until we were eventually told it was due to a 'supplier issue' and reorderd the package for us. There has been later suggestion that the offshore workers cancel orders and put new ones through in order to earn commission and simulate a sale that they have made... Only they did not put through a replica of the deal that we ordered. It was put through with none of the add ons, with 3 mysterious connection charges adding up to 169.99 (£100 more than the original order), a lower broadband speed than was offered at the time of the original order and at a higher rate of expense. The cancellation meant we had to wait longer for our internet services to be switched on and a lot longer for the TV package to be fixed. Three months down the line we further still don't have the free upgrade to the higher speed broadband package that was on offer when we placed the original order, we have now been declined cashback through a third party because the original order was cancelled and therefore not tracked (this is something that is no fault of our own but sees us £90 down - an incentive behind our choice taken away from us). All this doesn't even take into account the time that my partner and I have had to waste talking to bt representatives, incredibly disruptive to both work and free time. Representatives that call randomly (instead of ant previously agreed times) and make it incredibly difficult to get back in touch with them. I don't think any of them read the notes, we were constantly having to spend time re-explaining the complete mess they had made of it. Very few positives to be said for the process and absolutely no sign of an apology. Our open complaint seems to have now disappeared for a second time and there seems to be no level of accountability being taken - it's as if we are wasting their time.
To top this off, our broadband stopped working 6 days ago. We logged the issue with them and there was supposed to be a three day turnaround. What actually appears to have happened is they have closed the initial log as complete (pretending they met their SLA) and then re-logged the issue themselves at a later date... 6 days on we are still waiting with no internet and no contact from BT.
This really is only the key points and I think I could now spend weeks writing a book on the failings of BT.
I can't recommend due to their inability to provide a reliable service or react with any level of problem solving ability and customer care when things do go wrong. We still live in hope that they show us some respect and somehow turn it around.
- Location
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- Location
- Staffordshire
- Reviewing
- BT
- Date
- 2015-04-11
- Comments
-
I went from Virgin to BT and I have regretted it ever since. I can't wait for my contract to expire so I can get my broadband from somewhere else. My broadband speed has gone from 31Mb/s to 400kb/s. BT Sport is absolutely appalling. There is no catchup option online and you cannot pause online coverage. This is unacceptable compared to all other TV providers. Not that it makes much difference as the picture is so terrible, it's unwatchable. I am not new to this. I have been watching online TV since it was first developed and I was a part of the test recipients for both the BBC iPlayer and 4OD, and BT Sport is worse then both of these even in their development stages all those years ago. There is no point in complaining to BT, they simply don't care.
- Location
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- Location
- doncaster
- Reviewing
- BT
- Date
- 2014-05-26
- Comments
-
that guy who says 'bt offer no cooling off period' yes you do, upon activation you can cancel. what company will let you have the service as a trial then cancel after...haha stupid and bt didnt explain full terms over the phone...grab a chair mate its like a book. they are advisers not story tellers.
- Location
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- Location
- Hampshire.
- Reviewing
- BT
- Date
- 2017-07-10
- Comments
-
Broadband slower than my 4G. Had mobile, broadband and BTSport. I canceled BT broadband due to them doubling my mobile bill over 800mb of data. To which they tried holding bt sport over my head saying that would go from 5 pound to 30 poind with no broadband. Go I just cancelled everything.
They basically gove you second rate broadband and you keep it for the cheap sports and mobile offers.
Bt Mobile deals do not meet the requirement of modern cusomers either.
Terrible
- Location
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- Location
- isle of mull
- Reviewing
- BT
- Date
- 2014-10-23
- Comments
-
broadband stopped working, took 2 months and lots of wasted time to get an engineer out, despite them admitting it was their fault. Having fixed it they then, without notifying, added £130 charge on to next bill for line improvements. They did remove it once I wasted more time going through their awful contact system. But whole process felt like corporate sharp practice and that they had put an awful lot of time into trying to design a system so they don't provide customer service if at all possible
- Location
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- Location
- Canterbury
- Reviewing
- BT
- Date
- 2018-02-11
- Comments
-
Not happy with this company, lost my Samsung galaxy 8 with my BT mobile sim contract inside as i used this sim with my handset witch did come from another network but used BT, when i lost my handset my insurance asked for proof of usage witch BT could not give me they had poor excuses to why they couldnt give this info witch i believe they should be as sim was used with that handset in question, i was told till blue in the face they could not provide proof of usage strangely, witch has now caused me big issues with getting my handset replaced by insurance no proof of usage no claim. so now im at a big loss of a £750 handset i cant replace and stuck in a 2 year contract paying £44 a month with no handset, no thanks to BT mobile not providing the appropriate info for my insurance company, when i mentioned court action bt all of a sudden managed to produce documents out of the blue witch did not even gel with my claim, so i believe this is made up and it come across very suspicious i am now forced with having to take court action at a cost to me, as a autism suffer and suffer of Asperger's i found my ordeal very very frustrating and distressing i have been without a handset since Oct now while dealing with this and every day my mental health gets effected and now forced to buy out for a new handset. i believe BT mobile to be liable in this case and having to take them and others to court over this now, id stay well clear of BT for mobile phones they have a poor reaction to customers issues and cant even do the simplest of things and unless you want to lose out i wouldnt even go there. not worth the stresses or action that has to be taken after dealing with them i also managed to gather over £50 worth of phone call charges to my home phone in relations to all contact to companies about issues revolving this. very upset customer and will never use BT again or advise people to go with them. I also had to go through the Ombudsman who sided with my insurance company and denied my claim due to no proof of usage so i feel BT are at fault and liable and act very suspiciously, i had to go through reconsideration with insurance and the ombudsman companies all to a fail due to one simple bit of info BT wont and say cant provide. Soon as a sim is put in to a handset that network is aware and details are logged of this imei number and with that number states what phone is used so why they cant do what other networks do is beyond me.
- Location
-
- Location
- Durham
- Reviewing
- BT
- Date
- 2015-02-19
- Comments
-
One word... Hopeless placed my order a month ago. My current provider was cancelled. Me left with nothing
Super fast?? Any would be good at this moment in time.
- Location
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- Location
- ARBROATH
- Reviewing
- BT
- Date
- 2016-01-31
- Comments
-
i cant get through on phone as they just hang up. the speed is much lower than promised. any problems you have they dont want to fix without trying to charge £129.99. should never have went with bt!. cant give no stars or half stars 1 star is still to good for the service you recieve
- 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.