3,590 Customer Reviews over 90 pages
-
- Location
- London
- Reviewing
- BT
- Date
- 2020-02-14
- Comments
-
Absolutely horrible. Always disconnecting
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2017-11-08
- Comments
-
Absolutely appalled. After having many issues with slow broadband as well as it completely dropping out daily, I called BT to rectify this problem on many occasions. Each time my broadband was tested and the results came back 'fine'. Once it was clear that it most certainly wasn't fine, more testing occurred over 48 hours; of which I was promised a call back. Of course this never happened, and this continued each time I called. I then had to start explaining each time I called that the customer service had been poor and stressed my lack of faith to any call back promised. Of which I was assured they were 'sympathetic' with my situation and past dealings and I most certainly would be getting a call back. Of course this still did not happen. I then turned my attention to the complaints department. After being on the phone for 1 hour and 45 minutes, being passed from pillar to post, I was again assured i would receive a call back the following day, any time time before 9pm. After anxiously awaiting my call back ALL day, they finally called gone 7pm as i was on my way out of the door to a birthday meal. After previously stressing I wanted to leave, I gave in to allow them the opportunity to rectify the broadband issues as well as the atrocious customer service. I was once again assured they would call back the next day, before 9pm, to run more tests and see if they could fix my Wi-Fi. Well what do you know, I have received nothing. I have genuinely been in tears through stress and frustration at the treatment I have received and am shocked beyond belief this has happened AGAIN. I have never edured such stress with any company of any kind, as I have with BT. So if you'd like a reliable broadband and a good customer service base to take any problems to, do not use BT.
- Location
-
- Location
- Kilmarnock
- Reviewing
- BT
- Date
- 2016-10-27
- Comments
-
Have been waiting 6 weeks for broadband, original engineer visit installed hub but said there was something wrong with the outside cables, now waiting for someone to come dig up the pavement outside our house(supposed to be the 27th but no one showed up) Advisers seem helpful and will promise all sorts but don't actually seem to achieve anything for you. Honestly the most disorganised, incapable company I've ever dealt with. I don't think we're EVER going to get broadband!
- Location
-
- Location
- Lincolnshire
- Reviewing
- BT
- Date
- 2014-10-08
- Comments
-
Absolutely appalling customer service. House move has been a nightmare, disconnected too early, left without broadband or phone. Despite multiple complaints and escalations and promise of calls back. Nothing, and they have the cheek to continue to charge me for the service.
- Location
-
- Location
- Archway Lodge Stable Yard Mentmore
- Reviewing
- BT
- Date
- 2021-02-09
- Comments
-
Speeds are very bad 3.83 mb
- Location
-
- Location
- Monkton, RAMSGATE< Kent.
- Reviewing
- BT
- Date
- 2009-08-03
- Comments
-
When I chose BT I was told that I would get up to 8Mbs download speeds. When I run your speed test the reported speed of my line is recorded as being able to support 3.42 Mbs but the actual achieved speeds are reported as between 38 and 64 per cent less than I should be achieving.
- Location
-
- Location
- coventry
- Reviewing
- BT
- Date
- 2015-07-08
- Comments
-
Broadband connectivity is weak - drops out much over 10m line of sight.
The most dreadful customer service ever experienced. Only deal with BT if you're prepared to gamble on not having an issue to resolve. Be warned.
- Location
-
- Location
- Birmingham
- Reviewing
- BT
- Date
- 2014-11-05
- Comments
-
Alway buffers I have to keep reseting my Internet I wouldnt recommend thsi to anyone unless u want to be waiting half an hour to watch a 5 minute you tube video
- Location
-
- Location
- Cheltenham
- Reviewing
- BT
- Date
- 2015-04-28
- Comments
-
BT-ARE-ATROCIOUS. It took BT two months to install infinity broadband in my house. Once it was installed it was good, it could handle four reasonably heavy users without slowing the speed. Unfortunately...the honeymoon period ended after 2 months....Broadband light went red. Been onto customer service multiple times, they have no clue...."have you checked the wires are connected?"......this question is the limits of their fault diagnosis. "Sir, the line will be live by 6pm the next day"......nope....."I'm sorry Sir, it may take a bit longer, please reset your box by midnight tomorrow when the line will be live"......nope...."I will send an engineer out to look at your connection, he will arrive on Tuesday between 8am - 1pm"..........nope......."I'm sorry, I noted down your contact mobile number down wrong, the engineer could't contact you on Tuesday".....but nobody has knocked..."An engineer will be out on Friday to fix your line".....I'm losing the will to live here. I don't think he is coming on Friday and even if he does he is only going to check that I've plug in the box and connected the internet cable. I wish I had plusnet in my life right now, yes they may not be as fast but they were damn good are providing an internet connection which is something I value highly with my internet provider. I genuinely cannot wait to celebrate the day when BT are out of my life. Godspeed.
- Location
-
- Location
- Devon
- Reviewing
- BT
- Date
- 2023-04-12
- Comments
-
A terrible organisation. Constant price hikes during contract. Charged for months after my contract had expired and I'd received assurances my account had been terminated. Yet to receive a refund for those extra months. Absolutely atrocious customer experience. Steer well clear. Much happier with my new ISP hyperoptic.
- Location
-
- Location
- Were
- Reviewing
- BT
- Date
- 2016-06-19
- Comments
-
Drops out constantly - customer services "re-set the line" works for a day - then drops again - repeat process
- Location
-
- Location
- Rotherham
- Reviewing
- BT
- Date
- 2018-01-18
- Comments
-
What can I say and where do I start . I went with BT June 2016 I was an ongoing With Cancer Treatments, I had to have a large section off 1 side off my Face Removed . So there would be numerous Maxifacial Plastic and Optimology work to be carried out . Unfortunately I am Lao a Transplant patient. During the numerous ops Mum and Dad botched died in October 2017 with cancer within 8 days off each other . I was backwards and forwards also to the Hospital. Finances spiralled out off control . I phoned BT in January to pay £207.00 they said they had Terminated the Contract. I now owed £429.00 but no Service or House Phone . There attitude was appalling . But there was nothing they could do . I do not claim Any Benefits or get Financial Help . The Hospital say I am Vulnerable living on my own . The Jury is out . I rest my case . P.S I have had massive Support from my Bank and Credit Card Companies . Who Recognise Cancer . I Really don’t know what to Say . More than happy to send BT Facial Proof if anybody had the Stomach or Guts to see what is a Terrible Plauge on Society. Regards Steve N .
- Location
-
- Location
- Norwich
- Reviewing
- BT
- Date
- 2017-04-03
- Comments
-
I've been with BT for years but have only recently taken over paying the bill. I got a fairly decent deal last year and the service was reliable to after some too-ing and fro-ing between them and Virgin, I decided to stay put as I rely heavily in the internet to work from home and I didn't want my internet to be restricted.
So they offered my an ok deal for Infinity 1 - more than I had but as I couldn't previously watch films on normal broadband, thought it might be worth the upgrade. So.... the internet is Worse, Cuts out or just drops off at least once a week. Wifi sometimes default to the free public BT-Fon internet as that signal is actually Stronger. Complained once and the guy said he would reset/clear something or other and it got a little better, but now I do a speed check once every few weeks and its nothing like I was promised.
To top it all off I have noticed on my bill that they are taking £60 a month from my account instead of the £30 on my contract. And to reduce that £30 even more I paid £205 line rental upfront. So not only did they take the upfront line rental - which meant I should only be paying about £13.50 a month now they are taking £60 a month. That's a monthly overcharge of £45. They are taking more money than I have authorised and are also double charging me. I feel robbed and definitely wont trust BT again. BEWARE!
- Location
-
- Location
- Norwich
- Reviewing
- BT
- Date
- 2016-02-16
- Comments
-
I have just switched to BT from Plusnet. Its probably the worst thing I have ever done.
1. They messed up the order and I have had 1Mb instead of 7Mb for over a week (and counting)since I switched. They basically ordered a Bussiness 1000 line which is capped to 1Mb.
2. I took the whole package but they didnt make it clear when ordering that unless you have 10Mb you dont get the free BT sports.
4. The service desk is a joke. They appear to continually want to test your line and then relate what you already know. My belief is they just read from a script.
If you are considering BT my advice would be dont.
- Location
-
- Location
- Edinburgh
- Reviewing
- BT
- Date
- 2016-10-03
- Comments
-
Stay away from this company, DO NOT make the same mistake we did by switching to BT. Not only they lie but they also have the worse customer service you can imagine. Probably the worst company in the UK, if you switch just pray everything goes absolutely smoothly because I tiny problem will become massive by BT and their minions of useless customer service advisors that pass the buck from one to the other.
- Location
-
- Location
- Devon
- Reviewing
- BT
- Date
- 2019-06-25
- Comments
-
Once again I have apparently forgotten my login details to BT when I have them sat in front of me! So once again when I have really important e mails to gat off my service is rubbish! & months I have endured this pathetic performance which I am paying through the teeth for.
I' off that's another dissatisfied customer you have lost
- Location
-
- Location
- Cardiff
- Reviewing
- BT
- Date
- 2018-09-12
- Comments
-
Shocking customer service - I wish I could leave and go back to Virgin but I would have to pay over £200 on the cancellation fee.
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2017-08-28
- Comments
-
Absolutely rubbish service for their customers.I got 2 phone lines for my business which we transferred from other companies and after everything BT said less then £30 per month but started sending us over £100 per month and they can't change it coz they trapped us in a contract.Never ever again in life.
- Location
-
- Location
- Gloucester
- Reviewing
- BT
- Date
- 2015-10-19
- Comments
-
Where do I start? Firstly it would help if the staff you speak to at customer services could understand English. I spent a considerable time on the phone trying to explain to a gentleman that I was unable to access my BT mail account as it kept telling me that it didn't recognise the details. Neither could I access any BT hotspots for wifi as again it wasn't recognising my details. Lastly I explained how unhappy I was that BT had reduced my payments to such a low level that I was now in debt to them. The gentleman explained how to fix the problems with my email and BT hotspots and assured me that my direct debit would be set to the amount that I requested. Two months later.......still no access to BT hotspots, still unable to change the primary email details, still unable to get my BT mail details accepted and still paying far too little on my direct debit meaning BT are once again hicking it up to a completely unacceptable level to recoup the money I owe them.......I am NOT amused!
- Location
-
- Location
- Derry
- Reviewing
- BT
- Date
- 2017-08-31
- Comments
-
First of all let me say they are sneaks. about a year ago I asked if they could drop the bt sports package as I don't watch and they said no problem told me my bill will be XX less and I said okay. 5 weeks later they send a letter out saying I signed up to a 24 month contract and when I phoned they said it was too late as it was 5 weeks since i went to the contract (never got an email and they never mention 2 year contract) long story short they wanted me to pay £800 to cancel early. Was never going to happen.
Now I wish I could say it ended there but no sadly I am paying for a connection speed i don't get. BT say up to 52 mb connection as I am paying for fibre optics they might as well say up 10 mb least it be closer to what they offer. I am lucky to get 7mb connection at midnight when most people are off.
I have friends next door to maybe paying half the price for virgin media getting 50-100mb. They don't care they give BS excuses as they know I can't leave for another 9 months.
They have so many hidden charges that it's a joke my bill is supposed to be so much a month yet the fail to mention line rental and a number of hidden charges that end up nearly double the price of the package i signed up to.
Once this contract is over I am switching to virgin or sky. They don't care about there customers all they see is ££ signs. How can we rip our customers off today.
The only good thing i can say is the connection doesn't drop
- Location
-
- Location
- Kent
- Reviewing
- BT
- Date
- 2023-04-13
- Comments
-
We have had no phone and no broadband since we joined BT in March.
We have spent hours fruitlessly seeking support.
No engineer has appeared for an agreed appointment on 3 occasions.
We can sadly confirm other reviewer's experience of BT as incompetent, dishonest and unreliable.
AVOID.
- Location
-
- Location
- Warwickshire
- Reviewing
- BT
- Date
- 2022-08-15
- Comments
-
I pay for bt full fibre 900. Since the day it was installed I've had issues with wifi speed, sometimes dropping as low as 6mb when sitting 8 feet line of sight from the router, numerous calls and a number of engineer visits and no improvement. All they say is "guaranteed speed is to the router, connect via ethernet for true speed. Unfortunately my phone, tablet & security cameras etc do not have that facility. Poor customer service and they don't care as long as they get your money.
- Location
-
- Location
- Hereford
- Reviewing
- BT
- Date
- 2017-01-22
- Comments
-
Tried to upgrade from residential to business in July 2016 for promised UK call centres and better service.
I tried to switch from BT residential to BT Business for my phone and broadband in July 2016, for promised U.K. Call centres and better service. They have made so many mistakes in this process I have lost count.
My phone was transferred and a direct debit set up. My broadband was not transferred in error. In November I rang to sort it out. As a result, my Broadband was transferred to BT Business, but I kept receiving overdue reminders for the account.
I rang yesterday to sort out the direct debit for the Broadband account. During the conversation I found out that back in November when my Broadband was moved, they closed my BT Business phone account, and transferred it back to Residential.
So as things stand right now, my phone line is currently back with Residential BUT my calls have not been billed to either account since November (glad I found out now, not in 5 years' time - I'm told they bill you retrospectively).
I have now received an email saying that they are closing my Business Broadband account.
All I want is my phone and my broadband to sit with BT Business, with active direct debits in place. Is that too much to ask?
- Location
-
- Location
- Dorset
- Reviewing
- BT
- Date
- 2014-10-11
- Comments
-
So took BT Vision package out including broadband etc 32 days ago. Only had their services up and running for last 6 days, poor performance so far.
Phoned BT to cancel package after trying to speak and deal with customer support that hardly spoke English. Apparently the cooling off period is 14 days after you placed the initial order, took over 3 weeks for my services to be working so how could I say I was not happy with their services? How is this even legal to be out of the cooling off period before the products even work? Now they want £469.69 to cancel total robbery.
Stay well away, shocking.
- Location
-
- Location
- Hastings
- Reviewing
- BT
- Date
- 2022-11-24
- Comments
-
Appalling customer service, failed to make scheduled calls 7 days in a row.
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2019-01-28
- Comments
-
Promised speeds nearer 50mbs and at the beginning that’s what we received, then the cancellation date passed and speed drops to18mbs. BT first say fault at the exchange, then line outside house now it’s inside the house and a possible £85 charge. Fault promised to be fixed by 26th - now 28th and still poor speed
- Location
-
- Location
- Belfast
- Reviewing
- BT
- Date
- 2015-08-02
- Comments
-
The Wifi is very slow and the connection is shocking!
Even if a sit right beside the HUB i can get a 3 Bar if i am lucky. Tried to get some answers but the Customer Support were no help and don't even know what they are on about! I would Avoid it and Use Virgin or Sky, its worth the extra Money! Switching at the end of my contract.
- Location
-
- Location
- Hastings
- Reviewing
- BT
- Date
- 2021-08-11
- Comments
-
The worst customer service I have ever experienced. I made two complaints and both completely ignored. Having set up a new BT broadband service 2 weeks prior to my move in date there was some difficulty receiving the equipment. After waiting for the service start date it didnt work. I phoned help service and after 2 hours talk to different staff was told the service had been cancelled because the previous BT customer at that address refused to let me take over the line. BT did not inform me, and then I got a threatening letter telling me to return the equipment or I would be charged. I logged complaint and was told someine would call me. Nobody called. Another 2 hour phonecall from me and a second complaint resulted in new service being ordered, and told I needed a whole new set of equipment, and send the first lot back and wait 11 days for connection. I was told there would be a £20 goodwill credit and be offered compensation for dreadful service, but no evidence of this. Service now working, no contact re complaints,deamands to send initial equipment back even though no prepaid envelope received, and demands for payment even though I set up a direct debit initially. Complaint now going to ombudsman and once contract us up I will never use BT again, be warned they are the worst customer service ever.
- Location
-
- Location
- Huntingdon
- Reviewing
- BT
- Date
- 2017-08-23
- Comments
-
Having phoned by to cancel my broadband because of slow WiFi I was offered a new package which included new fiber broadband. I accepted having told it was the fastest, but had to sign up for 18 months which I now regret as it is slower than the one I phoned to cancel. I complained on many occasions but was told it takes time to settle, it didn't!
- Location
-
- Location
- Frimley
- Reviewing
- BT
- Date
- 2015-02-25
- Comments
-
Be advised. Don't go with BT. They are dearer despite a poor service. Be warned there is a £30.00 Cancellation charge, if you ever leave BT broadband, not to mention the arrogant customer service agents. Just moved to virgin, much faster and reliable although upload speeds aren't that great.
- Location
-
- Location
- kinross
- Reviewing
- BT
- Date
- 2009-12-14
- Comments
-
Option 3 un-capped. However, it appears to be capped at 300k/s d/l speed. BT should have it's virtual monopoly on lines removed, I do not recommend them.
- Location
-
- Location
- suffolk
- Reviewing
- BT
- Date
- 2014-11-08
- Comments
-
It took BT 3 weeks to put on my broadband! They said a few days, then another few days, then a week, and then another week and so on.. I hate BT and wish i had never got it!!
- Location
-
- Location
- Central London
- Reviewing
- BT
- Date
- 2018-07-02
- Comments
-
The most horrendous experience I have had in 35 years of business. Our BT broadband was cut off after sevaral phone calls it transpired that someone unknown and completely unconnected to the business had been able to circumvent BT’s security and asked for the broadband to be terminated. I have spent over 9 hours over the last 5 days trying to get it reconnected. Despite BT admitting there had been a mistake and they are investigating my business has had no internet and as we have a VOIP phone system we had not had our telephone lines. I have made over 32 calls some lasting as long as 2 1/4 hrs (from which the so called manger responsible for sorting out the problems put the phone down on me principally as I had asked, for the fourth time, to speak her manager). Nobody is apparently remotely interested in resolvolving the issue and all this time my business is suffering. It is absolutely shocking they have a monopoly and behave like this despite it being their incompetence. I strongly urge anyone who reads this to never use BT Braoafbsnd if you can help it.
- Location
-
- Location
- Somerset
- Reviewing
- BT
- Date
- 2021-10-21
- Comments
-
Absolutely awful! Paid for full fibre 900
Yes 900 to the hub, then a fluctuating poor WiFi, literally often less than 20mb.
After 2 hubs and endless calls from bt I bring home my hub from work, a different make (draytec) Absolutely fine, stable, reliable 700 give or take WiFi.. so in short if you want full fibre then expect to pay out for a hub/router that performs
Really really shocking how bad bt hub is
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2014-02-13
- Comments
-
Shocked by BT's customer service/tactics when it came to leaving. First BT operator said they would send out MAC code in post and should arrive 5-10 days. After 2 weeks called again and I was assured MAC code was in the post. Called again after a further week and third operator left me on hold for 18mins only to tell me they would call me back - they never did. Called again to be told that MAC code could in fact be given out over the phone - not impressed. BT = expensive + dreadful customer service. Hopefully EE will be better - they are certainly more price competitive.
- Location
-
- Location
- Haydock
- Reviewing
- BT
- Date
- 2018-01-29
- Comments
-
Up until last month I never had a problem with the company, then I had to move house. This is where all the problems started.
I moved End of December, to then get told I have to wait 24 days for an engineer to come out, so I booked the day off work and the day comes around for me to then look online to see they had cancelled my engineer. I contact them, they then re-schedule (so I had to take yet another UNPAID day off). There excuse was that they activated a line (which i never had). So the reschedule date was 2 days after. The engineer came, struggled to locate the ports, asked my partner where she thought it may be, drilled 2 massive holes straight through my wall, to figure that the ports wasn’t correct. (Partially filled them up).
Eventually the engineer located a smashed up port box, fitted a new one and connected everything up. But STILL the internet didn’t work, I contacted BT online support once a day for 3 days, each day they said they tried contacting me on my old number (which I updated 3 times)!!!! The last attempt they said they would call me within the next few hours - which they didn’t. Figures there is a network fault on their side. Too add onto it all they have put extra charges on my bill for internet that I’ve not been able to use! Oh and also, BT support needs fluent English speaking phone operators cause all 3 that dealt with my case didn’t have a clue what I was talking about (and apparently didn’t know how to update phone numbers)
If you want good customer service and problems to get solved quickly go somewhere else as British Telecoms are shocking!!!!!!
- Location
-
- Location
- Bournemouth
- Reviewing
- BT
- Date
- 2014-05-04
- Comments
-
BT call centre and support line in Bangalore is a joke, had to ring them to sort out a problem with my 90 year old father's switch to BT mail. They don't understand you and you can hardly understand them, my father would have had no chance! After 2 hours on the phone I was ready to sob with frustration at the constant repetition and lack of understanding. In the end they gave up and so did I . I found the answer to a fairly simple problem by searching Internet forums. This call centre is a disgrace avoid BT like the plague.
- Location
-
- Location
- Suffolk
- Reviewing
- BT
- Date
- 2019-01-19
- Comments
-
No consideration or care for customers. Phone staff say pretty things but have left 2 of my issues unresolved. Blamed me for their mistakes and have left me to pay for a TV package I cant use, due to the wiring. Was told cancelling during the Trial period was successful but am now stuck paying for something I cant use. NO HELP. NO CARE. WORST BROADBAND EXPERIENCE IVE HAD.
- Location
-
- Location
- Berkshire
- Reviewing
- BT
- Date
- 2018-01-24
- Comments
-
Constantly cuts out, customer services takes an age to contact and when you do get through they are absolutely hopeless. Only with them to get BT Sport, changing to another provider next available opportunity. Poor product, terrible service.
- Location
-
- Location
- Wolverhampton
- Reviewing
- BT
- Date
- 2022-06-10
- Comments
-
I became a BT customer as recommended by EE last year.
I joined last year around mid December.
Service has been ok till 8th June when there was a loss of service.
I texted & had a SMS reply that broadband services were affected in my area & will resume on 9th June. I was ok with that. But no further communication came at end of 9th June so I texted & reply came that services will not resume until 14th June.
Both me & my wife work from home. No internet means no work, no WiFi for children, no CCTV, no Netflix, no Disney.
I can't tether data connection from my phone to laptop.
Contacted BT after 25min wait in queue only to find customer rep was no use at all. I explained I have to travel 2 miles to parents house to use their Virgin WiFi. She offered me £40 compensation which was poor. My children have used most of data allowance in 2 days than they would in 1 month. BT only look at profits and not customer care.
I asked for termination of contract they said only on grounds of 30days poor quality broadband. But the service is crap.
- 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.