BT Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for BT.

Recent Customer Ratings for BT

  • Satisfaction
    3.2 stars
  • Customer Service
    3.2 stars
  • Speed
    3 stars
  • Reliability
    3.1 stars

Based on 3041 customer ratings since 2021-07-06 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,292 Customer Reviews over 83 pages

  • Reviewer
    Location
    England
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could give not stars to BT I would, joined them very recently as I was moving into a new house. The customer service is an absolute farce, it is outsourced to India, where most staff members seem to speak very little English, which therefore means it takes a very long time just to explain the simple reason you're calling. Second to this I've had the call staff outright lie to me, and also provide me with information that is completely incorrect, so much so I've told them that and they've still assured me it is correct. They told me the engineer didn't need access to the property, yet he did and I wasn't there. They then refused to tell me when I could reschedule the appointment to. They moved my broadband activation date by over two weeks, and neglected to tell me, which is an outrage as I need the internet to work. All in all I have been utterly flabbergasted by how much of a farce the customer service of BT is, and that they have the audacity to call themselves British Telecom. AVOID AT ALL COSTS.
  • Reviewer
    Location
    Morpeth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    SHOCKING service. Placed order, got told it will arrive June 8th. On the 8th I looked online to see my order had been canceled - normal or correspondence to say this. I call and they said "there is no fibre cable or infinity in your area". So i had to place another order for regular broadband. This arrives 10 days later - does not work. Call and they test line, they book an engineer. Engineer comes and says BT should have noticed there were two lines to this property, and haven't. I said I wanted infinity package but could as there was no fibre in the area - he took me outside to show me the fibre cable and my neighbour came out and I asked them what they had - Infinity BT package. Its not just that but the internet is rubbish. I use my neighbours SKY internet mosts nights as it is better and stronger - our houses aren't even attached. I made a complaint and had to follow up and chase it a million times. Each time I got someone new in another country who hadn't read my file and so on. I even at one point asked "can i have my account number as i have not received any paperwork", the woman said "yes if you give me your account number I can access your account and get you your information". Truly shocking service and contradicting all the time. When i complained and wanted to cancel,they were going to charge me for cancelling the service. Wont even get into the rest of it as there is a novel full of stuff that has happened last 8 weeks. I have been shocked and BT are certainly not the leaders in the market or if they are we should worry. I wish i had gone with SKY again.
  • Reviewer
    Location
    Manchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could it would be -* as your service has been absolutely shocking.I have never seen such bad customer service.

    Move house -you don’t move us to a new address you cancel our account !!!!!.Then for weeks and weeks you keep cancelling the new set up of a new account t so nothing happened.Following on from this win no internet we run out of internet(3/4G) on our mobiles so you give us extra,suspissedlt free of charge but you put it on our bill so my husband had to cancel the direct debit otherwise you would have taken this from us.All of a sudden after waiting for calls you call to chase money that WE DONT OWE YOU!!!!.Funny how you call when you want money but when we need help we can’t get hold of anyone.Everytime you call that so called Case Manager isnt in!!!!.

    You are now not calling us back yet again to sort the rest of the money on the account although you are messaging us threatening to cut us off.

    Now if that’s what you call customer service then you need to close as a business.You have caused us nothing but a nightmare for the last 8 + weeks and still the so called case manager isn’t calling my husband back.

    Get your business sorted as intended years ago with its customer service and call people back to sort their accounts.

    We have everything with you and so wish we didn’t.You are have broken your part of the contract for numerous months and still can’t sort.

    Thanks for nothing BT.
  • Reviewer
    Location
    Enfield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    BT customers service is the worst I've ever received (and I've had some bad service). I wanted to change the contract we had into my name - everything else to remain the same and they wouldn't allow me to do so witho paying £50 connection fee even though they weren't connecting anything- nothing at all was changing. When I refused to do that and asked to cancel the contract they charged me £30+ to cancel- even though I was out of contract. Just plain scam artists, would never use again.
  • Reviewer
    Location
    Southampton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor service, no respect for customer! When we changed to BT we explained that the line and broadband would b used for business and we need a guarantee of a reliable service. Today Ive been told that who ever set us up didn't put us on a business plan and that now we have to wait until Monday for a phone call (which I was promise to recurve today as the fault was reported yesterday) to let us know when problem will b sorted.

    So if you are thinking of changing or getting BT (BT infinity) don't bother! Go with SKY.
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Comments
    Bt is the apsolute worst broadband provider I have ever used, internet is slow and cant even get a connection 2 feet away, 100% not worth the time or money
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Thieves. The internet in my flat has not been working for a week now. Called them several times and they always say and do the same useless things. The usual switch off and on. They said that if I want to have an engineer coming to fix it I may get charged £120! It's your internet that is not working and I have to pay for it? It's a shame that there are no good broadband companies in the UK. Avoid
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Very bad and customer service don't know well their products. They give different information at every phone call. Website upgrades are not clear. Same bad as sky ..
  • Reviewer
    Location
    United Kingdom
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    I would love to be able to comment on the speeds but nearly 4 months later I still don't have Bt Infinity... due to all the 'terrible weather' of late there has been many delays on pole work is all I seem to hear at the moment.There's delays and then there's outright neglect....4 months??? What other company could get away with this... oh and not a single mention of compensation for any of this, seems like they don't want to take any responsibility....Very fed up.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    It took them 27 days to switch my adress, after they fail 3 times to do it.The internet is down every 10 minutes for couple of seconds. Impossible ti wotk from home. I wanted to cancel the contract, but they put me a tax of £268, because I don't want this poor service.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I just can say, that before BT we used to have talk talk. BT broadband is terrible in comparison. I can't see a video.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Have recently moved home and simply wanted to move the service across, but this seems to have been an unnecessarily difficult process for BT. Have had multiple orders cancelled for no reason over they last three weeks, which they cannot seem to stop doing. They say they will call back to sort out, but never do, resulting in me having to call them back. Previously the broadband had a tendency to cut out at least twice a day. It takes a good while to get through to any customer service reps, and even when you do, whilst they are pleasant enough they can rarely solve your issues there and then. Don't even think about asking for discounts for inconvenience, because they won't even consider it. Have been a loyal customer for a good while, but enough is enough and it's time to move on.
  • Reviewer
    Location
    Carlisle
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    What a useless company this is today received Email telling me my bill is going up by £4.65 or 11%. No explanation, nothing. When I try to log in to sort out using CORRECT details ,it says not recognised so cannot complain. So my bill goes up 10% with no comeback other that to leave...which is exactly what I will do. If you haven't joined BT please please don't. They are a bunch of cheats who despite billions of current year profits have increased current charges by 10% ..or higher. Disgraceful. Andrew Mitchell. CA89BA
  • Reviewer
    Location
    Derbyshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    PLEASE NOTE: Do not change your service to BT; they have provided the worst service I have received in 40 years of being a home owner.

    The transfer from Sky to BT took much longer to achieve and was not conducted on the promised dates. My house was left with no landline for over a week; at that time I was working away from home and this caused stress and upset to my family and me.

    BT have now increased their prices and I have missed the cut off date to cancel my contract and move back to Sky. This has resulted in a cancellation fee of £181.71.

    Please choose another provider.
  • Reviewer
    Location
    Northants
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have no issues with my current BT set up it works fine. I am however changing my ISP because BT cannot solve issues(well my issue) without you having to to be called, or you call them, over 30 times and counting to fix something.

    They lie

    I have been told my issue is fixed 4 times. It has not been.

    I have never spoken to the same person in customer non service team.

    They lie.

    They created a false account to supposedly fix my issue which they assured me would be deleted and then started to charge me for it. Oh! and they can't cancel it straight away for some unknown reason.

    Some of there customer non service team are polite but most are rude and don't listen to you.

    They call you back at the wrong times.

    They cut you off.

    They put you on hold for 10 minutes.

    You try their live chat and they fix the problem. Yeah! Oh! maybe not. They lie to you saying your problem is fixed as it is still there the next day.

    Have I mentioned that they lie.

    They say your issue is now solved can we close the complaint. You say yes thanks for solving my problem. The next day the issue is still there. Never ever close a complaint until you are sure it is done otherwise you start all over again.

    In the last couple of months I have spoken to BT more than my friends and family and my issue is not resolved.

    If you enjoy pain in your life then sign up for BT broadband. If I could give 0 marks I would.

    When my switch is complete I am going to smash all there equipment up and post it to them. Oh! and because it was a nightmare joining BT. I have 4 sets of stuff. They messed up my order so badly, they kept cancelling it and doing another order so I ended up with 4 sets!

    BT are incompetent idiots.

    I feel much better after that.
  • Reviewer
    Location
    manchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i am locked into a 24 month contract with this bunch of cowboys and want to warn anyone else not to fall into the trap i have. Do without a service rather than get it from these guys as the stress is not worth it
  • Reviewer
    Location
    Harrogate
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worthless. 1hr wait first time, 1.5hrs seconds time. Promised £50 credit. Never appeared bloody worthless. Got about 5 channels only, not even main channels.
  • Reviewer
    Location
    london
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i'd rather jump off a bridge to my death then commend someone to use BT or Plus net. honestly the worst internet provider to have ever lived. just bad. Connection completely stops working and disconnects you every min after peak hours. you guys are an actual joke.
  • Reviewer
    Location
    Aberdeen
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Very expensive
  • Reviewer
    Location
    london
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    honestly. if you want internet slower than 56k moden then join Bt, they are seriously bad. i have no idea how they have lasted this long. painfully slow internet, nonstop disconnecting.
  • Reviewer
    Location
    Folkestone
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Absolutely useless. Added line entries without consent. Spent 30mins trying to get it cancelled. Told default was that it was added if they didn't hear from you. How can that be correct. In process of changing line rental and provider. Will not use BT again. EE just as bad now they have merged or whatever
  • Reviewer
    Location
    Edwards
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Reliability
      3 stars
    Comments
    Since being with BT my Download and upload speeds seem to have slowed down.
  • Reviewer
    Location
    Basingstoke
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We were forced to use BT since Virgin did not have any fibre close enough. At last they have recently dug up the roads and installed fibre so we can rid ourselves of the worst broadband supplier I've ever experienced, hands down.

    Promised 27mbps and every night I get 1 to 5 only. Also very bad customer service who are untrained and know little more than to suggest "you reboot the router" they were rude enough to challenge my speed tests. I am a network engineer more qualified than any of their lost staff in the call centre who have no idea beyond the 'cheat sheet' they are using. My 5 yo could do a better job.

    BT. I'm so happy to be rid of you at last!! Thanks Virgin.
  • Reviewer
    Location
    Aberdeen
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Do NOT use BT, there inability to conduct a home move order and successfully complete is astonishing! An active line that gave previous tenants internet and phone at fibre speed seems impossible for BT to takeover? They promised a new line at no cost then cancelled that order too, I’ve been over a month waiting and 8 cancellations. They promise to call you back but not once have I had a callback I have always had to call them. The latest call took over an hour with no change on the order.

    I would highly recommend you look elsewhere, the perceived reliability of BT is unfounded and it is not worth your time and effort. Pay more for someone else if you must, just don’t trust them with anything.
  • Reviewer
    Location
    Kinross
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful.

    I switched from now tv and have been without broadband for 3 weeks and counting. I'm also having to phone daily to keep things moving.

    I am extremely regretful of ever switching to BT. They have been the worst isp I've ever had the misfortune to use.
  • Reviewer
    Location
    Gloucester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    BT, once a nationalised business, was privatised, sold its mobile business (surely the most stupid decision ever!) and has now made a bold leap into the world of glossy marketing and advertising, as well as a brave foray into the sports broadcasting arena. It has the underlying telecoms infrastructure, and is expanding the fibre broadband network, improving the speeds of many householders. All of the openreach engineers I have interacted with are helpful nice people, likewise the call operators.

    Its customer services leave a great deal to be desired. When I say customer services, I am not referring to the individuals who are on the end of the phone (who are friendly and professional), but the underlying processes, and the design of their customer interface systems which are devious and designed to obfuscate.

    BT is far too aggressive in its wish to sell sell, sell. I would happily jump ship to another supplier, if I could. Sadly I have 9 months left to go. BT's website is designed as a glossy magazine style space for selling BT's 'products' rather than a broadband and TV supplier website oriented towards the customer. It's single aim seems to be to sell more 'products' as it calls them. You cannot cancel a service, you enter into another 'product'. It's very odd, and smacks of contractual requirements from which it is hard to extricate oneself. Nothing can be cancelled online, you must call the BT call centres, usually busy, and often in India, where you will get conflicting advice from the customer advisors. For example. I was told that I would be eligible for a partial refund for my poor performing broadband - I was paying £45 a month, including £18 for a phone line which I don't use, for 17MB connection, when in fact I was getting 6MB. I thought it reasonable to ask for a partial refund, and I was told that would be acceptable, once the problem was fixed. I was later told that I would not get any refund for a service which was poorly performing, only when it was non-existent, and that it would be up to me to demonstrate that the service was poorly performing.

    There is no doubt that the underlying tone of a business comes over in all that it be. I find BT to be way too aggressive, and not remotely bothered about keeping its customers happy. We pay a lot of money, and we must ask ourselves, are we getting value for that money? I don't feel that I am. As soon as I have an alternative, I will be cancelling my contract ith BT and going elsewhere, and customer service will be my first priority. A company which treats its customers as a cash cow, to be exploited for maximum financial gain, does not deserve any of my hard earned, hard taxed money. Dear BT, try becoming customers of Virgin Media and see what 'customer services' is really all about. Piss off your customers, and as soon as they have an alternative, they will disappear. You have been riding your monopoly benefit for far too long, and you don't deserve your prized position
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    fast broadband when working, connection drops out on average 10 times per day usually at most inconvenient times. You can always contact customer service of course if you have a spare hour or so and they will do everything within their power to NOT solve your issues, tell you there could be an extra charge and try sell you other products that you neither want nor need. In my area they are the only provider of superfast broadband meaning for now I haven't much choice but to stick with them but as soon as ANY other company can provide internet I will be changing. I would strongly recommend anyone else over BT.
  • Reviewer
    Location
    Birmingham
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We were due to have services installed at the property, with the only appointment window options being 8-1 or 1-6pm. Incredibly inconvenient with school dropoff/pickup, but can't be helped so we made many arrangements to accommodate. They bombarded me with emails and texts telling me to make sure I was in. And on the morning giving the name of the engineer and his mobile number. But nothing happened. No-one turned up, no-one answered my texts or calls. And then when I spent almost an hour on the phone I was told "it might have been a resources or time issue", and once the engineer submitted his notes that evening they would come back to me to arrange a new appointment. They did not. I then spent over an hour on the phone, through a range of departments and 4 different people, with one gem being "we don't want to keep passing you around on hold, that would be a bit of a wind-up"... and then proceeding to put me onto some different kind of caller queue that I never came off. Utterly unbelievable - the most atrocious organisation of services I have ever experienced, with what apparently was an approach of palming me off on hold/new caller queues as they couldn't/wouldn't deal with the problem themselves (call-time targets to hit??). I am completely understanding of operators trying to do their best job. But clearly the policies and systems in place with BT customer service are dysfunctional.
  • Reviewer
    Location
    Slough
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely rubbish, keep sending engineers to fit a line when there is only a bit of rope in the manhole/duct then they find the duct stops a foot from the local point. Today I had to kidnap the engineer and ended up with the police on the phone to BT to explain how rubbish they were!
  • Reviewer
    Location
    Hemel Hempstead
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We signed with BT retail in Oct 2021 on the basis their mkt position, customer service levels, and that their superfast fibre would be installed before our 1st leisure business opened in April 2022. It is 12/5/22 and it is still not complete. I have spent most of my 30 year career dealing with the largest companies in the world. I have never ever experienced the level of incompetence with any company, large or small, as I have with BT. I still cannot believe a company of BT's size and market position can be so incredibly bad. No department knows what the other department is doing. Numerous engineers turn up to do the same job weeks apart. We have had to go out and buy our own 4G routers from Vodafone just so we can open the business whilst we wait for BT to finish. They are months late and still cannot admit fault. They say our issues have been "escalated", but do not be fooled, this does absolutely nothing. I would strongly suggest you look for a smaller provider that is organised and takes care of their customers. If I could go to another provider I would but BT have locked us in for 3 years.
  • Reviewer
    Location
    Pontypridd
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      2 stars
    • Reliability
      3 stars
    Comments
    Really bad service. Supposed to get up to 52mbps for 'super fast broadband but getting only 7mbps. Engineers called out 4 times. Previously had 32mbps but keeps dropping back down shortly after engineer 'fixes it. Expensive for poor service. They charge loyal customers more than new ones. I wouldn't recommend BT.
  • Reviewer
    Location
    Chorley, Lancashire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Overall for several months I have found the BT broadband and TV service to be very poor the customer service to be polite has been an absolute shambles.
    For over three months we have had erratic broadband service with frequent outages; the BT Vision has not worked at all for weeks. I have Open Reach technicians send hours here, the last one diagnosed a fault underground in December but as at the 22nd February it is still not resolved. The good news is that we have a new cable on our property connection the distribution box under the footpath outside my house which comes on to my property via a new trench dug through my garden and drive but the bad news is that it ends in 3 Metres of loose unconnected cable lying on my drive - a chocolate teapot at least have some use since we could eat it...
    The worst part of BT's (total lack of customer service) is having to deal with the BT call centres which seem to be in India. The people there are doing there best to provide service but the whole BT customer service system when there is an ongoing fault is in a state of absolute shambles. I have had dozens of discussions with the call centres, most of which result in total frustration on my part since the call centre folks are only given part of story by BT Open Reach folks which has resulted in hours of wasted time on calls and call backs.
    My requests to speak to someone in the UK who is dealing directly with resolving our Broadband/TV service meet with a complete blank refusal. I ask to escalate my but all I get is someone else repeating the same half true stories and then being met with continued unfulfilled promises as to when my service problems will be resolved.
  • Reviewer
    Location
    Colchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have move, to a new home and my previous speeds at my old house, with the exchange over a mile away was 37Mb down and 10Mb UP and ping around the 7ms mark, this new house which is less than 50 meters away for the main exchange in my home town are bad 16.1Mb down and only just 1Mb UP with a ping 18Ms and up, I wish I could move back, to plus net, BT say i am getting more than they said the min was so my line good, but for my point of view my all Broadband cost only 24.99 and mow I am getting far less and am PAYING 31.99, and they won't give me a reduction on my bill because its past the minimum they said
  • Reviewer
    Location
    Didcot
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    That star was a mistake.
    I contacted BT over a month ago to give plenty of time for them to sort my connection in my new build property . I told them the house was fibere but I was told BT won't know that until I order a phone line which I did 2 weeks later I had a call telling me it had been cancelled by open reach so I would have to put a fresh order in . So I did this an another 2weeks passed and I got a call saying it had been cancelled again. Next excuse was I was ringing the wrong department which just happened to be the same number ? This is still ongoing and I am in the property without phone or Internet BT are the worst business I have ever had the misfortune to deal with . If you have the choice avoid them
  • Reviewer
    Location
    Edinburgh
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    BT are liers about their prices and their speeds. I am on their 'normal' unlimited broadband deal, and last months BT bill was 59 pounds, that's without using the phone, so just line rental and broadband cost, much higher than anything they advertise. Add to that the fact that the phone wont make international calls even though I am being charged for one of their reduced price internatinonal calls deals, the calls just don't get through. Its so bad we do not use the phone and wish we could just get our broadband without it. As so many have pointed out their customer service is worse than rubbish, they just don't get anything done or even try to. Avoid them.
  • Reviewer
    Location
    Chester Le Street
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Absolutely the worst customer services I have ever encountered! Three appointments now moved to have install and one was given to someone else when my wife waited in from 8am until 6pm for a 8am to 1pm appointment. New date confirmed and then a call to reschedule further down the line again. No one interested in sorting after explaining the issue to three different people in different departments! Dread to think what it would be like when you eventually receive the services!
  • Reviewer
    Location
    Neath
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ripping off the country. Am I the only person that can see this?.. In 1996 CableTel dug up 90% of the streets in the UK to install fibre optic cables. CableTel was soon to become NTL in 1998. 2002 I moved into my new property. NTL we're offering fibre optic broadband where you had to have a BT line to subscribe. I took up the offer which was giving 16mps download speeds runnining 2 PC's which is faster than I have on BT's ADSL standard in my recent new property. BT phoned me to upgrade but declined. After declining, my broadband sped has dropped. We could use 2 gaming consoles, a laptop and phones the same time no problem. I rang them up to complain about this and told me that I'm on the old copper cable.. I pissed myself laughing asking "What copper cable?" Virgin and Telewest took over NTL contracts, you can't get Virgin without a BT line, so BT have owned the cables since NTL went bankrupt. I told him on the phone that if he could prove to me that they can supply the whole country with broadband through a copper line at speeds of 10 to 18mbs then I will take up the offer, as I know that broadband has always been FibreOptic, otherwise we'd be on dial up. It's a massive con and we are letting them get away with it.
  • Reviewer
    Location
    Tayport
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    For an age we have had ongoing unresolved problems with noisy landline, poor broadband and poor picture quality on our television. BT are so difficult almost impossible to contact and discuss these issues. The latest contact we had a few weeks back we were advised that an Engineer would check our line at the exchange. We did receive a call a day or so after the Engineer was supposed to check our line yet when I asked what was found the BT person calling could not provide any report. The issues have continued and when I check fault tracking the latest landline fault remains unresolved since the 02/12/16 - 17 days ago. Seems they have given up. We live in an isolated property and wonder now about the condition of our underground line which I understand is copper cable. We subscribed to BT Infinity around 6 months ago and also bought new phones from BT thinking our service would improve - not so - it got worse. At a loss now what to do or where to go for help with this
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Terrible service, appalling communication , non existent customer service .
    I have been a client for eighteen months and requested an upgrade , it has taken nearly 6 weeks to date , I have made 8 hours of calls , have been on hold for 4 hours, and now have been disconnected with no explanation but have been charged . Please do not subscribe to BT you will regret it
  • Reviewer
    Location
    Moortown, Lincolnshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was mis-sold BT Broadband. I have complained without result. I have many further complaints relating to apathy, incompetence and downright lies. For far too long I have tolerated an incredibly poor, often non-existent, service. Support has been lamentable. I am currently preparing a file for the Chairman and CEO of BT, with a copy for Ofcom.

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