3,598 Customer Reviews over 90 pages
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- Location
- Cornwall
- Reviewing
- BT
- Date
- 2011-05-05
- Comments
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In Feb 2011 I was getting a speed of 6909 since then it has dropped to 720
I have contacted BT and cannot seem to get a improvement
- Location
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- Location
- Sleaford
- Reviewing
- BT
- Date
- 2021-12-24
- Comments
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Ordered broadband for 13th of December.Doesnt work even now on 24th of december. Engineers missed 3 appointsments only 1 out of 4 appointsments where succesfull i lost so much money waiting for them to never even get message saying they wont show up. After I called i kept getting different excuse. Now I got yet another my 5th appointment for 30th and who the hell knows if they will show up bt staff sure as hell doesnt.Ridiculous avoid at all costs
- Location
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- Location
- London W2
- Reviewing
- BT
- Date
- 2021-05-07
- Comments
-
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
-
- Location
- blackpool
- Reviewing
- BT
- Date
- 2016-11-12
- Comments
-
Horrendous wi-fi and terrible customer service
Options
on 12-11-2016 14h08
50 minutes on the phone to try to ask when I can get out of my contract....
The reasons are:
Having recently migrated to BT from another provider (fibre to standard broadband) i was left for over a week without any services, somehow my socket had become faulty.....
Once this was working I started to notice that I had no wi-fi in my other rooms in the house. I tried resets, everything, but still no wi-fi.
Deciding to call bt for assistance I was informed I could "Purchase" a super router 6 which would give me a better signal... (I didn't care about the quality of signal, just as long as I had a signal, which I didn't have).
So here it is folks...
Join BT, lose service for 7 days
Experience Broadband like no other, ie no broadband or wi-fi in other parts of the house
Customer service, terrible beyond belief.
I personaly can't wait to leave BT so I'm waiting for the end of my contract as BT will penalise me for leaving a terrible service.....
Disgusting
- Location
-
- Location
- Garmouth, Moray
- Reviewing
- BT
- Date
- 2016-05-20
- Comments
-
We had a very reliable BT service until the end of March when we received a communication the exchange had been upgraded. Since then nothing but problems with broadband dropout, lights on the hub more flashing orange and orange than blue. Three engineers later and not a resolution in sight. The call centre in India are no help making you go through the same procedures time after time. There is nothing wrong with your line, we may have to charge you. What about any compensation due from BT for the inconvenience and frustration experienced. It is time BT came into the 21st century, we are not all touching our fetlocks saying yes master. DO SOMETHING - even if we live in a rural area we should not be treated like this.
- Location
-
- Location
- Bradford
- Reviewing
- BT
- Date
- 2024-04-14
- Comments
-
Shocking. Moved from Sky to BT as I received a 10% discount on all services (phones, tablets etc) by being an EE customer.
Been with BT for 1month. Logged 3 faults on the broadband line, they state the checks confirm there are no issues.
I work from home and am unable to connect to the WiFi which makes doing my job all the more difficult. Trying to speak with someone is a joke.
Never had a connection issue with Sky.
I'll continue my battle......
- Location
-
- 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
-
- Location
- Banbury
- Reviewing
- BT
- Date
- 2017-06-15
- Comments
-
Had absolutely nothing but trouble registering and setting up my account.
Repeated calls from bt asking me to go through the same steps as before. Must have spent 7 hours on the phone.
Sustained speed and WiFi coverage worse than five year old sky box.
Wish I'd stayed with sky. Even had problems with reward card not arriving after being assured it was sent.
If I could turn the clock back I'd still be using the superior sky service
- Location
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- Location
- plymouth
- Reviewing
- BT
- Date
- 2014-12-15
- Comments
-
responded to a 12month free infinity our bill in last 2 months went up from40 to 55pounds per month was to be sorted apparently hasnt so annoyed now we are pensioners and our usage has not changed so why the 15pounds being added on what was advertised as 12months free
- Location
-
- Location
- Bordon
- Reviewing
- BT
- Date
- 2015-10-12
- Comments
-
Absolutely appalling service. Ordered a new phone line and broadband infinity for a house move and it all went wrong from there. Incorrect order placed on their end, 15 hours + on the phone trying to resolve the issue. Inability to speak to the same person twice, each person giving me different versions of the truth, temporary broadband premium at the old address given for '4 weeks' until the move - had it for a week and now being charged £860 for 'cancelling the order early' even though we never ordered it and are being accused of agreeing to pay for a two year broadband contract in two houses, one of which we left two months ago. Being given false information about the cloud and expecting more 'cancellation charges' while trying to sort it. Over 2 hours on the phone again today with a woman from India who made me spell Sarah 3 times and refuses to allow the charges to be dropped, insisting that we were more than willing to pay 2 years of broadband for 4 (1) week(s) worth. And that's is cutting the story short. Absolutely appalled by the despicable service of everyone at bt. Not a single person I spoke to appears to know what their job is. My advice is to avoid Bt like the plague. They have the worst customer service skills and common sense that I have ever had the displeasure to deal with.
- Location
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- Location
- Worcester B975XJ
- Reviewing
- BT
- Date
- 2016-10-26
- Comments
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I took 2 years feature line contract, but operator put 5 years. after 2 years when I wanted to cancel i was told I am in 5 year contract. so I made them to listen to the conversation and they accepted that Indeed I agreed with a two year contract therefore there will not be any cancellation charges after September 9. Now they sent me a bill of £507 for early termination. so far I spent 3 Hours on the phone with 0845 number with no resolution. BT is a CRAP company DO NOT USE THEM even if you are desperate. My Advise is read the fine prints, take your time, have a written proofs, print a copy and save it.
- Location
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- Location
- isle of Islay
- Reviewing
- BT
- Date
- 2009-10-12
- Comments
-
Once again BT can't live up to their advertising they can't even give me half a meg so how are they going to deliver 20meg they should not be allowed to advertise what they cant deliver to all
- Location
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- Location
- Edinburgh
- Reviewing
- BT
- Date
- 2014-11-22
- Comments
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After recently moving house I’ve ended up with BT Broadband. They sent me a Home Hub which is a dreadful bit of rubbish, have recently reverted back to my old NetGear router. One of the issues I had with the BT hub is that BT seem to mysteriously do stuff to it remotely, and there is a distinct lack of user configuration tools, unlike the NetGear which the user has complete control of.
Have had major issues with their Parental Controls stuff. I have not enabled this, but every so often a message pops up advising me to switch it on, with no way of dismissing the message and getting back to the site I was accessing. I eventually phoned their help desk in India and was treated like an idiot. I said I wanted nothing to do with ‘Parental Controls’ as there are no children in the house but was told it’s a government order that all users will be hassled to switch the stuff on in 2014.
BT service levels are practically non-existent with the Indian call centres a total joke.
I keep getting letters from them advising me to move to Infinity broadband for more speed. But I’m connected to the Rose Street exchange which is not fibre enabled, and BT have no plans to do so as they say it’s not economical for that exchange.
So in conclusion would avoid BT if that is possible. If this Parental Control issues is not sorted soon I’m going to ditch BT broadband. But either way I’m stuck with them as they own the copper lines from the exchange. Sooner or later the government is going to have to bite the bullet and fund a project to re-wire the UK and provide fibre to every house.
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2014-12-15
- Comments
-
Internet & phone went down 9th Dec. told engineer would investigate 12th Dec then told 15th now told 22nd Dec product is good but support very very poor so be warned
- Location
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- Location
- Clapham South West London
- Reviewing
- BT
- Date
- 2018-08-04
- Comments
-
BT is quite inefficient. I cannot access my billing. Whenever I want a new password the activation code will not come with email open. The BT page will not work on top of open email. Basic inefficiency.
- Location
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- Location
- London, Wood green
- Reviewing
- BT
- Date
- 2014-09-26
- Comments
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Call bt to get issues checked out, no phone, no internet and tv. Just stopped working with no changes made.
Send out first engineer, checks the line to the house. Yeah ok to the house, I don't check phone or internet connections in the house. You need to raise a call with bt to get the someone else to check those. marks the call as resolved.
call get case reopened, send out the second engineer a few days later, doesn't knock says no one is home with house full of people waiting for them, marks the call as resolved.
call get case reopened, send out the third engineer. Turns up and fixes the issue. no note were added.
call to try and find out what was fixed, say the fixed the phone, internet and tv by fixing the router and that the unit was incorrectly connected which was causing the issue.
Phone plugged directly into the bt socket still failed to work previously, but fixing the internet router mysteriously fixes the phone line. It's an out right lie, purely done to make £129 call out fee, not happy.
- Location
-
- 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
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- Location
- Sittingbourne
- Reviewing
- BT
- Date
- 2017-03-20
- Comments
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Had issues since day one, even with placing the order. To receive the gift card included in the offer I had to call every day for 4 months.
Decided to cancel because they decide to increase the price for the second time in a year. BT tried to convince me to stay offering me to pay more (???).
A week before the end of the contract the quality of the line dropped drastically.
- Location
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- Location
- Droitwich Spa
- Reviewing
- BT
- Date
- 2015-06-10
- Comments
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Good Speed. INCREDIBLY TERRIBLE RELIABILITY, appalling customer service.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-07-02
- Comments
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I went for BT fiber optic broadband for the great service BT offered in the past. During the installation I was disappointed to learn the modem had to remain near the main socket, which was on the ground floor. I thought to myself if the speed and connection will be optimal I may not need the ethnic cable, something I used to improve the speed.
From the very start I encountered issues connecting the wifi to my devices. I noticed the password had to be re-entered each time I reset my laptop and on some occasion the password appeared unrecognised. I was then forced to retype the password several times before achieving a successful connection. This got worse overtime, after several consultations with BT technicians over the phone, the only solution I got was to reset the modem when this occurred. I was then compelled to walk to the living room from the comfort of my bedroom every other night just to connect my laptop to BT's wifi. I did not expect this poor service whilst paying premium price for the connection.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-04-20
- Comments
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I have fibre optic 76Mbs I get about 60. BUT it seems everytime a BT Openreach guy shows up to do something with the exchange box on the street my connection drops. This happens about 4-5 times a week.
Recently my phone & broadband went down and I looked and saw the Openreach guy at the box. It never came back up. I have called everything single day for a week and get the roundaround from a support centre in India somewhere. No one calls back, and they keep saying it will be fixed today.
DISGUSTING. I tried to raise a complaint and the customer service person said there was no Complaints Dept at BT!
Clearly they don't have enough engineers and the support desk lie.
- Location
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- Location
- Yorkshire
- Reviewing
- BT
- Date
- 2015-03-06
- Comments
-
I was having troulble connecting to the Internet, and my computer showed me a Phone number to contact. This was a recorded message that told me there were no issues in my area so i should log on to an e-mail address!! Then it hung up with me not being able to log on as i had no internet. I eventually contacted BT after a week, and was told there was a computer glitch and my order had been overlooked. I was promised on a number of occassions that i would be contacted (none of which happened), so i had to keep ringing back to be told i would have to wait yet another week for my activation date! As i write this i am stillwaiting to be connected, so i hope when this happens it is a good service...
- Location
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- Location
- Chiswick/Acton, London
- Reviewing
- BT
- Date
- 2016-09-27
- Comments
-
Opted for fibre optic given long distance from Exchange but pretty diabolical all round
Pros:
Netflix works well (only tried in evening)
Cons:
- Consistent connectivity problems during the day (off peak!)
- Poor quality VoiP calls (mainly Skype)
- Incredibly poor support, helpline performs speed test and that is their key to connection being ok
- Any further support must be through their paid for service
- Location
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- Location
- Liverpool
- Reviewing
- BT
- Date
- 2023-11-01
- Comments
-
Been with them for years and price kept creeping up, up to £68. Decided to leave a few days before the contract was up, was told I had to give 30 days notice even though I’m not cancelling early, I’m just leaving as it’s the end of the contract, horrible, rude and unhelpful customer service, save yourself the hassle and don’t choose BT.
- Location
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- Location
- Reading
- Reviewing
- BT
- Date
- 2015-07-24
- Comments
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BT was a nightmare and the services I received was poorly. The speed was so variable and quite often I could not read newspapers online because of weak internet speed. When I have had broadband issues it was unbelieveable how BT handled my complaints from India. It was terrible. I noticed that BT people over the phone were telling different things about the problem and it was not innocious mistakes they were rather lies about when BT will resolve the problem or what was the problem. BT has ruined my work as I was working from home and I have been hugely dependent on e-mails which did not work with BT.
I warn you be careful about BT and do not waste your time BT look something else....I lost quite few years with BT and paid so much. I wish I have never have had this unprofessional services from BT.
I feel spry for those Indian agents on the other end of the phone line who were forced to lie about the services they offer.... Shame on BT!
- Location
-
- Location
- Ashingdon
- Reviewing
- BT
- Date
- 2017-01-16
- Comments
-
Too slow for fibre optic and too expensive for the speed.
- Location
-
- Location
- Leeds
- Reviewing
- BT
- Date
- 2017-05-14
- Comments
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They add extra charges here and there and didn't inform me that after my contract ended I would need to pay an additional £31 for them to disconnect the line.
The advisor tried to trick me into staying with them as a new remnant is moving into my flat. What they failed to mention is if the remnant doesn't go with them I will need to pay the £31 disconnection fee plus an additional £40.99 month broadband and line rental.
Overall a bunch of thieves go with Virgin or Sky. (Even talktalk are better)
- Location
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- Location
- High Wycombe
- Reviewing
- BT
- Date
- 2022-09-05
- Comments
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We have been without Wifi and landline due to a line fault out of our control. We live in a major town with good connection quality.
After two months on a temporary hub, BT shut off our temporary plan and despite continuous efforts to engage with their customer team have repeatedly let us down and left us without a hub or means of repairing the issue, despite making every provision to allow them to do so.
We have still been contracted withBT in this time and will be expecting adequate compensation. We have been incredibly displeased with the service offered.
- Location
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- Location
- Nothumberland
- Reviewing
- BT
- Date
- 2017-09-21
- Comments
-
I could write pages of frustrating rants here, but I dont want to re-live it all. In short it took me over 18 months to finally get the billing and BB sorted to the original request. It has cost me a fortune in wasted time and extra billing costs.
Warning:
BT customer service is abysmal just want to fob you off and then deny what you have been told.
Impossible to tranfser your old number despite being told that can.
Refunds promised on purchase never materialised.
They put things on your bill without telling you e.g. BT sport. Then insist that I requested it and wont refund.
Were charging for an old BT email address (despite having several free with the package) as it was on an old server; and couldn't/wouldn't take it off the bill!
The hardware does not function to specification (infinity) and frequently drops out but am told to reset and there are no faults on the line.
Mix this with long delays waiting for customer service, poor assistance when you get someone - do yourself a favour and find another company!
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2016-10-26
- Comments
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I don't know where to begin, but if you have read the comments on here you have an idea of what your BT experience will be like.
Let me put it this way NEVER EVER JOIN BT, THE WORST CUSTOMER SERVICE I HAVE HAD, TRULY HORRIFIC.
THE CANCELLATION CHARGES ARE LOOKING GOOD VALUE TO GET AWAY FROM THEM.
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2017-07-15
- Comments
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BT is totally rubbish they just get you in by saying that they best broadband but not their broadband is average and through out your contract they keep increasing the price, their customer service is absolutely rubbish advisors don't even understand the pricing themselves,adding things on when you call they say we have sent you email about all price, why not explain them when people call. In my opinion everybody who reads my review don't go with them or at least make sure %100 of everything don't go on their word!
- Location
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- Location
- Bovington Dorset
- Reviewing
- BT
- Date
- 2015-04-21
- Comments
-
BT have been absolutely Rubbish. I made the order before i moved home, when we got to our new home, they was no landline or broadband. I had to reorder and wait 11 days. I need internet and landline for my work. Eventually I got it and for compensation they offered me £3. I spend more money on petrol to go to and internet cafe. DONT USE BT GO TO ANOTHER PROVIDER.
- Location
-
- Location
- Leeds
- Reviewing
- BT
- Date
- 2022-01-05
- Comments
-
Constantly having to reconnect to my sky q box rang bt but after setting change ect still rubbish, cant wait for contract to end over rated and expensive, far better providers out there
- Location
-
- Location
- dumfries
- Reviewing
- BT
- Date
- 2010-08-26
- Comments
-
Been with BT for years, very reliable service. Paying for up to 8 MG - never had better than 3.5 - they are now advertising "up to 20" - I feel that I am paying for this but not close to getting any improved service/speed - paying for unlimited download, had 3 teenagers home from uni at christmas - got "fair useage" warnings threatening to slow my download speed - how much slower can it get ? - bills are useless - no idea what I'm paying for - just know that it is costing over £50/month for broadband/ phone line and calls - all on the cheapest rate ! - Overall view - they are ripping me off and hiding it in confusing bills etc
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2018-05-09
- Comments
-
First of all, read reviews on different sites before switching to BT! You will very likely decide not to!
Their service is not great, streaming freezes, Wi-Fi signal is bad, but the most ridiculous thing is that when you move you get totally ripped off. They promote a smooth free move on their official site (https://www.productsandservices.bt.com/manage/moving-home/), which reads "No connection fee or new Direct Debits to arrange" and when it comes to an actual move, it turns out that they will charge you 130 pounds of connection fee.
And after they tricked you into 18 months contract, you have a choice of either paying a connection fee of 130 pounds or 6 months of your contract as an early cancellation fee (for me 36*6=216 pounds).
- Location
-
- Location
- Newport
- Reviewing
- BT
- Date
- 2018-11-06
- Comments
-
Speed is to low for consistent performance
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2014-11-01
- Comments
-
I would like to know what idiot decided that the new BTmail should time out in 15 minutes. I am the CIO of one of the largest companies on earth that use BT. We have decided to drop them they will find that out in less than a week.
- Location
-
- Location
- Leeds
- Reviewing
- BT
- Date
- 2015-01-31
- Comments
-
Beware - quoted a package for 12 months but when confirmation came through the price was only discounted for 6 months, make sure you read the small print
- Location
-
- Location
- Essex
- Reviewing
- BT
- Date
- 2019-06-23
- Comments
-
Please stay away from BT. Awful company. Lost my order twice, spent hours on the phone trying to sort it out. Lied to on several occasions. Phoned to cancel within the cooling off period as I was very annoyed. Told by customer services that as a gesture of goodwill my contract would be reduced to 12 months from 18. After 11 months, I phone to cancel and apparently there is no record of this conversation in my notes or on my file. I have 'superfast' broadband at 13mbps (the lowest speed guaranteed in my contract) - my previous provider was standard fibre which was faster. One positive is that it has been pretty reliable.
I will never touch BT again and will tell everyone I know not to either.
- Location
-
- Location
- Worcester
- Reviewing
- BT
- Date
- 2016-08-11
- Comments
-
BT are to big, they don't appear to be interest in home support .
- 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.