3,590 Customer Reviews over 90 pages
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- Location
- Harrogate
- Reviewing
- BT
- Date
- 2020-07-11
- Comments
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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.
- Location
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- Location
- london
- Reviewing
- BT
- Date
- 2017-02-28
- Comments
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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.
- Location
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- Location
- Aberdeen
- Reviewing
- BT
- Date
- 2017-05-12
- Comments
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Very expensive
- Location
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- Location
- london
- Reviewing
- BT
- Date
- 2017-03-01
- Comments
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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.
- Location
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- Location
- Folkestone
- Reviewing
- BT
- Date
- 2016-10-05
- Comments
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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
- Location
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- Location
- Edwards
- Reviewing
- BT
- Date
- 2009-10-21
- Comments
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Since being with BT my Download and upload speeds seem to have slowed down.
- Location
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- Location
- Basingstoke
- Reviewing
- BT
- Date
- 2017-02-07
- Comments
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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.
- Location
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- Location
- Aberdeen
- Reviewing
- BT
- Date
- 2019-06-28
- Comments
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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.
- Location
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- Location
- Kinross
- Reviewing
- BT
- Date
- 2018-07-31
- Comments
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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.
- Location
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- Location
- Gloucester
- Reviewing
- BT
- Date
- 2016-07-11
- Comments
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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
- Location
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- Location
- Rippingale
- Reviewing
- BT
- Date
- 2022-10-26
- Comments
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Ordered full fibre broadband on 24th august still awaiting for connection after 9weeks -had several visits by openreach each time they didn’t have right people to do next job so had wait for another 3 weeks for final connection on day they didn’t turn up or confirm there issue with appointment and now they can’t give me another date for final connection really poor service !!!!
- Location
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- Location
- York
- Reviewing
- BT
- Date
- 2016-03-22
- Comments
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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.
- Location
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- Location
- Birmingham
- Reviewing
- BT
- Date
- 2021-05-13
- Comments
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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.
- Location
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- Location
- Slough
- Reviewing
- BT
- Date
- 2016-01-05
- Comments
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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!
- Location
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- Location
- Tiverton
- Reviewing
- BT
- Date
- 2024-01-29
- Comments
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Simply appalling. We were persuaded by a BT rep to leave our last provider and switch to a complete BT package of Broadband Halo and BT mobile.
The worst decision I have ever made.
Our Internet has been off for 3 weeks now with no indication as to when it will be repaired. There seems to be no communication between BT and Open Reach despite being part if the same company. Their complaints department NEVER returns your calls and the irony if it all is we are on their top package for customer service. Becausecwe are a Halo customer we have no landline as it is broadband based and BT mobile is very poor reception from the house. A nightmare from beginning to end and the moment we are reconnected we will leave BT and EE and never ever return.
- Location
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- Location
- Hemel Hempstead
- Reviewing
- BT
- Date
- 2022-05-12
- Comments
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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.
- Location
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- Location
- Pontypridd
- Reviewing
- BT
- Date
- 2018-01-10
- Comments
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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.
- Location
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- Location
- Chorley, Lancashire
- Reviewing
- BT
- Date
- 2015-02-23
- Comments
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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.
- Location
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- Location
- Colchester
- Reviewing
- BT
- Date
- 2019-08-31
- Comments
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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
- Location
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- Location
- Shrewsbury
- Reviewing
- BT
- Date
- 2023-09-18
- Comments
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Where to start on such a dismal service? Returning to a let property and having a teenager wanting fibre speeds for gaming, I chose BT Full Fibre. This was 5 years ago. They arranged an engineer to visit the property on three occasions. Three occasions they didn’t turn up. Three occasions I sat at home missing work. After the third I cancelled. Few years went by on copper, reasonably satisfied but this renewal I reached out again to BT. Distant memories of that awful service were but that, just a distant memory. This time it will be different I told myself. I stayed home. 5 hour time slot. No problem I said. Seven hours in, engineer appears. Shrugs shoulders and leaves stating he hasn’t got the equipment the installation needs and to contact BT. This I did. No apology. Thought it was completely fine to be two hours outside the appointment window. Nothing. I cancelled once more. Again. How many more times will this pathetic excuse of a company keep letting hard working people down like this? Walk away. They don’t deserve your business.
- Location
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- Location
- Didcot
- Reviewing
- BT
- Date
- 2016-03-31
- Comments
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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
- Location
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- Location
- Edinburgh
- Reviewing
- BT
- Date
- 2017-02-10
- Comments
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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.
- Location
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- Location
- Chester Le Street
- Reviewing
- BT
- Date
- 2018-03-09
- Comments
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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!
- Location
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- Location
- Neath
- Reviewing
- BT
- Date
- 2019-03-05
- Comments
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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.
- Location
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- Location
- Tayport
- Reviewing
- BT
- Date
- 2016-12-19
- Comments
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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
- Location
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- Location
- York
- Reviewing
- BT
- Date
- 2016-01-02
- Comments
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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
- Location
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- Location
- Moortown, Lincolnshire
- Reviewing
- BT
- Date
- 2009-10-28
- Comments
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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.
- Location
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- Location
- Leek
- Reviewing
- BT
- Date
- 2009-07-29
- Comments
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Almost impossible to contact BT when problems occur. Difficult to understand Indian call centre staff.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-03-25
- Comments
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I have been with BT now for two years first year was good broad band speeds brill then renewed my contract and that is where the problems started speeds keep dropping can not keep the speeds I have even emailed bt openreach executive and they are not helpful at all went to the ombudsman and they fell on BT side even my MP was a waste of space have sort legal advice and told cant do much but start a twitter campaign might get BT openreach to do something
- Location
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- Location
- ILFORD
- Reviewing
- BT
- Date
- 2016-03-29
- Comments
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For me now BT is a synonym of horrible, I never have so many problems with any providers as with BT.
I lived in several countries, used about 7 int. providers.
But never, I mean never, had so many problems as with BT
I have a contract with BT since 2011 in all those years random disconnects, speed drops, in all those years our property visit so many engineers that I lost my count.
I think I had less girlfriends in all my life, then engineers visiting our property.
And guess what, when I tried to cancel the contract, because I've had enough of...
They said that's impossible unless I pay termination fees of 100 something.
Sorry for my bad English!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2019-09-05
- Location
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- Location
- Norfolk
- Reviewing
- BT
- Date
- 2015-03-17
- Comments
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Contacted customer service what a shambles. Ran tests blamed our equipment, supplied by bt as part of the package. When they get stressed they blame Internet connections in your area. Funny when you ask what area are having issues they say areas hundreds of miles away. Perhaps they should teach a little geography to the Indian call centres.
Having said that still no broardband stability as it keeps dropping out an bt still blame our end.
The worst bit is they do not know what the issue is and cannot be truthful about anything
- Location
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- Location
- Winnipeg Quay,Salford, Manchester
- Reviewing
- BT
- Date
- 2017-05-25
- Comments
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sometime is good
but normally very slow, very very slow and unstable
- Location
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- Location
- horsham
- Reviewing
- BT
- Date
- 2015-07-15
- Location
-
- Location
- Tunstall
- Reviewing
- BT
- Date
- 2021-08-31
- Comments
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Overall I have been very satisfied with the broadband both it's speed and reliability. But I can't give a rating for the customer service as it is almost non existent. Up to this year I have never had any issue but since June this year after making a complaint BT have given nothing in the way of customer service. They keep using the excuse of the pandemic but that is all it is, an excuse for not keeping in contact with loyal customers. Very poor.
- Location
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- Location
- Eastbourne
- Reviewing
- BT
- Date
- 2022-05-09
- Comments
-
Change to bt broadband, the package had the word fibre in it, so i presumed i was getting the high speed fibre i asked for. It's dire, can't even stream a film. Impossible to get to speak to anyone. Their customer service is structured so you cannot speak to anyone. will just have to pay double to get out of the dire service provision and go to a company that can provide what they say they will.
- Location
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- Location
- LARGS
- Reviewing
- BT
- Date
- 2016-08-26
- Comments
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Had BT for 30 years then made the mistake of moving house. Filled in the order online with BT and was told at Midday everything would work in my new house. 2 weeks and 4 phone calls totaling 4 hours to India I got a phone Line. Broadband was another issue after a further 7 weeks and 13 calls to there call centers total 10 hours and every time having to repeat the same details I gave up. Called Sky and They gave me a date 7 days later all was working. Since transferred all my properties away from BT, nightmare.
- Location
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- Location
- Hertford
- Reviewing
- BT
- Date
- 2018-08-21
- Comments
-
BT are without any shadow of a doubt the WORST company of any of the telephony provides. Their customer service is SHOCKING, we tried to cancel our domestic line, they incorrectly cut off our business line and broadband. We are a retail business and could not take card payments for a week. To cap it all they tried to charge us to reconnect even after they admitted it was their error and tried to tell us we were in a new contract as a result. They really shouldn't have the name "British" in their title, they are a disgrace to this country. Ive had to spend countless hours on the phone to them, and with their overseas call centres getting anything done is nigh on impossible, assuminy you can actually understand the person you are talking to. I will be ditching BT business in favour of Virgin Media business (I have Virgin Media at home now), they may not be perfect but they are a darn sight better than BT
- Location
-
- Location
- Salisbury
- Reviewing
- BT
- Date
- 2015-08-10
- Comments
-
My broadband speed is 0.13Mbps and keeps dropping out. also heavy packet loss. The local engineers (openreach) know where the issues are, however there has to be a long, totally pointless and useless conversation with BT everytime before they'll ever get round to sending an engineer out. Overall the support and efficiency of the BT customer service is truly awful
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2017-12-14
- Comments
-
Router Doesn't work with Macs. [Managed to write that sentence before; for the 8th time in the last hour the router crashed for everything - so let's hope I can post this].
I'm out of contract now - so going to dump BT ASAP, I'd like to compare providers on the Web.....but the advantage BT have - is the Web is just a legend hidden behind wires that go nowhere. Oooh - I have a connection, so I'll try to hit send!! Nope, I tried to check my text, and the connection was lost again. Blue!.. send....
- 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.