3,590 Customer Reviews over 90 pages
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- Location
- Cambourne
- Reviewing
- BT
- Date
- 2020-09-17
- Comments
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If you're thinking about switching to BT broadband because of the BT reward card incentive then beware. They seem to be making it difficult to claim this, despite them claiming it should appear automatically on your account.
My own experience was that the reward card never appeared on my account. After contacting live chat to enquire about this, the adviser said he could not transfer me to the relevant department and told me to phone instead. This would have involved wasting more of my time because of the long waiting time on the helpline.
A quick Google search of 'bt reward card', and filtering by the past month shows lots of people complaining about not receiving reward cards, showing this is a current widespread issue. So unless you're prepared to waste time chasing this up, then don't expect to get the card.
The broadband itself has been excellent. I'm on a FTTP connection which is fast and reliable. It's just a shame that this experience with the reward card has soured my opinion.
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2022-11-22
- Comments
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Got an offer, cancelled previous provider, get cancellation fee and BT can arrange engineer appointment in January 2023 - so we should be without broadband 2 months - I resigned. left frustrated, angry and £300 cancellation fee to be paid. Rubbish company
- Location
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- Location
- Raymonds Hill (near Axminster)
- Reviewing
- BT
- Date
- 2012-09-08
- Comments
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Broadband speed from the Axminster BT Exchange is ABSOLUTELY APPALLING!! I'd happily pay more for a faster broadband.
- Location
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- Location
- Glasgow
- Reviewing
- BT
- Date
- 2016-04-26
- Comments
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I can not wait for November when my BT contract is up. From broadband speed to billing to customer care, the whole experience has been abysmal.
- Location
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- Location
- Barnsley - the S. Yorks one - sadly
- Reviewing
- BT
- Date
- 2010-09-08
- Comments
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Pathetic in all aspects, donload speed 0.4mb to virtually zero at peak times. Died altogether for a week. Customer service is exotic but not very useful.
The one area they score big time is billing - they sure know how to do that! Try anywhere but hereI wouldn't even give them one star for some areas but zero not an option.
- Location
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- Location
- Chard, Somerset
- Reviewing
- BT
- Date
- 2015-08-27
- Comments
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We are just on standard broadband as connected directly to the exchange (95yards). Download speed is about 13mbps, so not too bad. The service dose drop out every now and then, but generally not too bad. Customer Service is time consuming, but they sort it eventually.
- Location
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- Location
- Pembrokeshire
- Reviewing
- BT
- Date
- 2015-03-15
- Comments
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Having recently declined an offer to upgrade, Lo and behold my bt internet connection has become extremely slow. Ha any reason bt?
Your call centre in Dheli, India
failed to find a problem.
An honest answer would be appreciated.
- Location
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- Location
- Bridgend Mid Glamorgan Wales UK
- Reviewing
- BT
- Date
- 2009-07-29
- Comments
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Not good service...Call centre in India some where..They said it would be 10 years or more until I can expect a better speed I'm getting 1.3 Mbs and paying for 8 Mbs. I live 1.7Kilometers from the exchange...Not good
- Location
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- Location
- Wroxham
- Reviewing
- BT
- Date
- 2011-04-26
- Comments
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Best performance is 1.8Mbps; the last 3 days 135Kbps; rang to complain got to Indian callcentre (english spoken very poor) may take 10 days to fix!!
Poor service.
- Location
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- Location
- Flintshire
- Reviewing
- BT
- Date
- 2014-05-13
- Comments
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All I want is to receive a basic service and pay the correct amount each month. I have never had an issue with other companies, but BT can't seem to handle it without messing up. I have never, ever been billed correctly.
Getting any sort of assistance is near impossible. After spending half an hour navigating their menu systems and even longer being passed between various departments, you might be lucky to speak to somebody in the right team.
Unfortunately, the staff in their call centres, whether based in the UK or overseas, are the rudest and most obnoxious people that you could ever experience. When an issue gets difficult to resolve, they simply hang up and pretend that the call dropped.
Their complaints team aren't any better either. You are lucky if they offer a meaningless apology. They can't offer any recompense for the time, cost, inconvenience or vexation of having to spend hours and hours on the telephone resolving their mistake. They'll make promises and then retract them within a few hours. Several of the advisors in their Executive Level Complaints team feel that it's appropriate to scream and shout down the phone and then hang up.
As they are such a large corporation, they seem to think they are above the law and don't have to abide with Ofcom's regulations. I have now referred two complaints to the Ombudsman, at BT's expense, and luckily I am in the process of moving suppliers.
Gavin Patterson, you should hang your head in shame. Your company has fundamental issues and it seems to be getting worse.
Never again.
- Location
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- Location
- wolverhampton
- Reviewing
- BT
- Date
- 2015-05-24
- Comments
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Don't even try to switch or sign up for BT... They robbed you... Internet is crap and TV is worst than crap.. You might get 3 channels for 70£... If you want 50 channels than you have to pay at least 500£ a month.... Best think is when you try to cancel contract with BT... Haha I leave that for you people to experience that ...
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2021-04-27
- Comments
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Dreadful service and installation. Avoid at all costs. Agreed a date for installation and the engineer visited and then left without doing anything. Called the engineers mobile and he did not answer. Existing broadband was turned off. Called BT to find out what was happening. 40 minute wait on telephone to speak to someone who said they would call back with an answer. They did not call back. Another 40 minute wait to speak to someone. They said that it would be another two weeks before an engineer could visit. Only resolution to get broadband connection was they would post a dongle. Will believe it when I see it. Don't use BT it is dreadful
- Location
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- Location
- Braintree, Essex
- Reviewing
- BT
- Date
- 2016-05-20
- Comments
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I ordered services from BT and was told the order had failed on their system so they cancelled and told me they would raise again. I then received a call saying they where sorry I hadn't completed my order. Their system said it had been cancelled and not re ordered this is against what I had been told previously. I then stayed with my current supplier. However my credit card showed a charge from BT I called and they have said it will be refunded. They also said I had an active account but would not give me any details as I don't have the account number (I have not received any paperwork from BT after being told the order was cancelled). THe agent I spoke with would not help without me giving them the account number which I don't have. He then became rude when I asked to speak to a supervisor and refused to transfer me he just said he would post the account number and I had to call back. I have spent enough time on the phone with BT and can't believe how unhelpful and how much of a mess they have caused and stress for me on not knowing if I will lose my services. I am also concerned they may try to charge me and it may effect my credit score as I have cancelled the DD. I have not received any services from them and refuse to pay for their errors
I have never felt the need to escalate an issue but this time is different this is the worst service I have ever encountered.
- Location
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- Location
- Norfolk
- Reviewing
- BT
- Date
- 2020-02-12
- Comments
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Is there a worse company than BT? I placed an order and had confirmation of it two weeks ago. It was supposed to be activated today. Having heard nothing I rang them this morning to see what's going on. Apparently the order HASN'T been processed because Openreach think there are two lines into this property. There aren't. They don't know the number of the phantom line and didn't bother to contact me, they just did nothing. Absolutely lousy service. I'm thinking I've dodged a bullet.
- Location
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- Location
- Eaton Socon ST NEOTS Cambs
- Reviewing
- BT
- Date
- 2009-09-08
- Comments
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SKY was very slow and timed out regularly and particularly in on-line auctions. This resulted in not being able to bid and losing items by the time of re-setting back. SKY also sometimes completely disappeared just leaving LAN connections and no (Big Computer Icon)Internet Connection. I joked when leaving SKY I could 'RUN FASTER' :-) The upgrade they gave me for an extra five pounds a month was no better. I did give them a chance but nothing changed. To-day I received and setup the BT hub package I ordered.It was effortless,in fact all I did was connect the wiring(ADSL Filter,Phone Wire and LAN wire). It is so fast 100% faster than SKY nearly 6mb to SKY's 3-4mb. I'm glad I switched to BT, a better service for less.
- Location
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- Location
- Acton Burnell Shropshire
- Reviewing
- BT
- Date
- 2016-01-26
- Comments
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So it has come to this, writing a review in order to vent my spleen or in the vague hope that a miracle might occur and someone leaps into action, I'm being too positive.
I moved home in April last year using the BT Home Move Service. Since the day I moved BT have continued to charge me for two accounts, one from the old home and one from here. To add to this they sneakily added BT Sport to BOTH accounts, absolutely without my consent, I never agreed to this..ever.
The effort I have put in every month since April last year to get them to stop illegally stealing money from me is beyond words, I would honestly punch the CEO repeatedly in the face if I was ever to see him.
Every month, hours of my time wasted on the phone to some other country, the promises that it is sorted I hear every time and NOTHING changes, the bills keep on coming.
If I could ask the police to go and arrest the boss of BT for stealing my money every month I would.
The customer service is outrageously poor in every respect, from understanding the problem to downright lies about how it will be sorted. How a company can get away with this time and time again is beyond me.
BT steals my money and when they are caught they won't pay it back, even when they say they will, not a penny received, not a problem sorted.
Unfortunately I don't have a choice here, the minute I do then BT can go hang. Makes me sad they are allowed to use the word BRITISH, they should change it to MAFIA Telecom.
- Location
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- Location
- Thetfordnorfolk
- Reviewing
- BT
- Date
- 2022-02-02
- Comments
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Dreadful, at last my 24 months is up. Dreadful wireless, promised speeds of 49-53, barely hitting 29. Bt wanting to dig up my path. No fault there sir, rubbish rubbish rubbish. Constantly having to reboot as speeds at 7mbps. Avoid at all costs. Youll start off good, within a month they willhave restrictions in place
- Location
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- Location
- Brixham
- Reviewing
- BT
- Date
- 2014-12-29
- Comments
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The problem with these review sites is that people only post to them if they are having problems, hence the peer ratings here are completely un-representitive. I thought I'd provide some balance. I ordered Infinity 2 as an upgrade to my existing BT ADSL, the modem arrived on the promised day, and the service was provisioned on time. At the time of order I was told that I was likely to get a speed of about 50Mb/s, the connection speed I actually get is 70Mb/s, the connection is completely solid and so far there have been no slow-downs or dropped connections. The BT homehub 5 provided has the latest ac WiFi technology, so all my devices get the full 70Mb/sec over WiFi from most rooms in the house. I am therefore very happy with all aspects of the service.
- Location
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- Location
- Bardsey
- Reviewing
- BT
- Date
- 2021-12-06
- Comments
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We are held hostage to the incompetence, unreliability and deplorably poor service from Bloody Terrible (BT)
The norm is for them to wrongly schedule in a repair engineer and then fail to show - over charge by 100% per month and gaslight you when you try to get them to correct their mistakes
Our ‘super-fast’Wifi is super slow and regularly drops out. Yet they charge more and wrongly advertise that they have the best service. They really have the worst service
NEVER get BT - they simply do not care and treat you with contempt and then try to upswell to you when you complain
It’s shocking that the spectacularly Open Reach service provider us the same supplier to 90% of Telecomms firms. That is simply a corrupt and massively inefficient monopoly
- Location
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- Location
- Stanmore
- Reviewing
- BT
- Date
- 2024-02-28
- Comments
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A rip off and beyond incompetent!
We have been overpaying for sub-standard internet for years (over £60 for less than 30MB which often crashed entirely).
After having so many technician visits they have failed to fix it. Every time it goes down I get stuck on the phone for literally hours (shortest call 45min) with BT where I have to explain things over and over again, then get another useless technician booked in who often leaves us in a worse state than after the visit, so I spend more hours getting it fixed.
- Location
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- Location
- BIRMINGHAM
- Reviewing
- BT
- Date
- 2017-09-06
- Comments
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BT are without a doubt the worst company I have ever dealt with. Some of their practises must be bordering on illegal. With so many tech companies out there you would be mad to deal with this company. If I could give a negative star rating, then it would be-10. They will never see another penny of my money or anyone connected to me. Vote with your wallet people.
- Location
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- Location
- Fareham
- Reviewing
- BT
- Date
- 2017-05-20
- Comments
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I've just changed my broadband fibre package from talktalk to BT Infinity & TV. The change over was on the 17/05/2017, BT kept me informed as to when the Hub ect. would arrive, & that my landline phone would be disconnected for a while until they reconnected it.
I set the infinity Hub & youview up myself & when I turned them on we were up & running, so I connected my smart TVs & computers & everything is working perfectly. So far I'm well impressed.
- Location
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- Location
- Northwood
- Reviewing
- BT
- Date
- 2016-07-13
- Comments
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If only I could award zero stars. BT Internet cuts out several times a day everyday. I have literally spent hours trying to sort it out with awful Indian call centres (they should rebrand as Indian Telecom as it would be more accurate). They have hung up on me, promised and booked callbacks which they fail to do, they also did not send introductory offer prepaid MasterCard for over six months, they promised to do this six times and then claimed I was not eligible. I only received the MasterCard when I threatened legal action with small claims court. They are a terrible repugnant company. I was a sky customer previously and had zero problems with them over 4 years and wish I had not switched. I will be changing as soon as my contract is finished. Do not use BT.
- Location
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- Location
- Preston
- Reviewing
- BT
- Date
- 2014-12-09
- Comments
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Looks at the stars enough said !!!!!
- Location
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- Location
- Telford
- Reviewing
- BT
- Date
- 2016-02-04
- Comments
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Iv been a customer for a number of years, overall it is working every day , videos sometimes lock up as speed is a little slow but thats about once a week on average, Cost is the part that annoys me, Lots of offers to new customers but no customer care for current customers i pay £18.70 pm
- Location
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- Location
- Littleborough
- Reviewing
- BT
- Date
- 2017-10-09
- Comments
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good speed when it works. wifi frequently drops connection. tv box (connected via ethernet) also losses connection. wifi signal poor even in next room (despite saying it's the uk's most powerful router?!) customer service is truly appalling
- Location
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- Location
- york
- Reviewing
- BT
- Date
- 2015-04-14
- Comments
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Avoid at all point. I'm with BT infinity 2 supposed to get 76 Mb and it is very very slow slower than my old cable ADSL!
- Location
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- Location
- Glasgow
- Reviewing
- BT
- Date
- 2022-08-10
- Comments
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Perfect broadband for the entire 24 months of our contract, not one issue or reason to contact customer service.
- Location
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- Location
- Northwood
- Reviewing
- BT
- Date
- 2016-07-04
- Comments
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Do yourself a favour and do not get bt broadband. Our internet just cuts out multiple times a day; this dispite several engineer visuts and literally days trying to get throught to and speaking with indian customer services. The company should change its name to indian telecoms. bit also took them over 6 months to honour our introductary offer as we signed up online.
As soon as our contract is finished I'm going back to Sky.
- Location
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- Location
- Sandhoe Hexham
- Reviewing
- BT
- Date
- 2019-06-18
- Comments
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promised fibre broadband was available in our new home however BT engineers say we are too far away from the distribution box. called BT and they said we were still eligible for fibre broadband. very poor customer service
Currently have ADSL speeds of 1.6
- Location
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- Location
- Crewe
- Reviewing
- BT
- Date
- 2016-07-20
- Comments
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Wish I hadn't bothered to go with B.T. My internet speed is 1.8mbps and download is about .7 on a good day. I have spent hours speaking to customer services and to be honest I wish I could cancel my contract. My speed at night can drop below .8 Mbps but because they check during the day when there isn't so much demand on the service...any other provider couldn't be worse than these
- Location
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- Location
- NORWICH
- Reviewing
- BT
- Date
- 2016-07-06
- Comments
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Worse than pxxx poor performance. Unbelievable that BT's "outreach team" OPENREACH cannot justify up grading the service. Money has been "stolen" from BBFN to upgrade already fast urban speeds which should have been allocated to rural communities..
- Location
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- Location
- Swansea
- Reviewing
- BT
- Date
- 2014-08-28
- Comments
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I have been with BT for over 10 years and have upgraded to their "Fibre Optic" Broadband which isn't really fibre optic. We had a problem with our broadband diconnecting constantly which led us to the fibre optic "upgrade" to 40mb speed which is better than our previous 25mb. But back to this, we had several drops in our connection including our Landline being unusable due to poor installation for starters. The customer services "HELPline" Help being the word we would believe to be legitimate rescue. Were far from a helpful service being on hold before they answer for going on 16 minutes finally get an answer from a gentleman with a questionable name being "Lorraine" for some strange reason. Lorraine then went onto explain that it was clearly my fault although the final conclusion was an installation flaw where the tech that came out failed to finalise our connection on BT's end. But Lorraine the gender confused man was insistent that it was all my fault cheers BT. I now work for virgin media and as soon as my contract is up will be switching over or maybe will just pay for the hub to get out sooner had enough...
- Location
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- Location
- Headcorn Kent
- Reviewing
- BT
- Date
- 2009-10-14
- Comments
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Pathetic speeds!
- Location
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- Location
- Whitchurch
- Reviewing
- BT
- Date
- 2016-10-14
- Comments
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BT Local office in Wolverhampton, are USELESS, do not get involed with them, they have addesd items to my bill, told me they would sort it all out but they never did, causing a massive problem of £4500+ overcharge.
- Location
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- Location
- Wirral
- Reviewing
- BT
- Date
- 2017-11-10
- Comments
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Well 5 weeks sknce upgrade to fibre. 1 week no service 4 weeks 4 engineers and a service that is not working properly. Held direct debit until working now have cut me off and wont carry on with repair till paid.
If carlsberg supplied the worst broadband they would call it bt broadband. I work in the IT industry and BT Is the worst
- Location
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- Location
- Lincolnshire
- Reviewing
- BT
- Date
- 2018-07-19
- Comments
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BT are by 100 miles the absolute worst Phone and Broadband supplier it has ever been my misfortune to deal with!
They have a service contract Leadtime of 14 days to reconnect an account to the exchange when you move house. It takes nothing effort wise to carry out this work and yet they insist on doing it through their (non official) side kick company Openreach. Two price increases in 6 months and they don't have the resources available to connect a long standing customer on the same day.
Broadband is everything, without it you are dead in the water when you most need it after moving house.
Shame on you BT, one day hopefully you will be nationalised again as all country infrastructure should be so it works for the good of the people and not fat cat salaries to people that could not manage themselves let along BT, look at Italy, how many of those fat cats had their eye on the ball? Answers on a postcard. All profit should be fully invested back into the countries infrastructure, that way we would not still have copper pair connections into many houses still, but fibre everywhere, most 3rd world countries outperform the UK in terms of their infrastructure and that is because BT have done nothing with the billions of pounds they have made over many years, other than pay ever higher salaries and shareholders!
- Location
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- Location
- Derby
- Reviewing
- BT
- Date
- 2017-02-27
- Comments
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I got stuck with BT as I was moving city (and house) so got caught in there ever renewing contract (to avoid cancellation charges).
They messed up the connection on every move, in one instance trying to disconnect our new neighbours. The complaints department is beyond a joke, at one point demanding I close the complaint because it had reached their self appointed time to deal with it, which they hadn't done.
Finally they've tried to charge us £80.00 for cancelling the contract after they put their prices up, in direct breach of the ofcom regulation stating otherwise.
- Location
-
- Location
- manchester
- Reviewing
- BT
- Date
- 2014-12-29
- Comments
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Very expensive. The Broadband upgrade we received is slower than the package we were on before... and the connection keeps dropping too. Customer Service were poor when we called for a price review, they said they couldn't offer us a better package even though they advertise better packages online. BT has not changed and is still a money grabbing organisation with only its shareholders in mind and they simply do not care about their customers. The products are poorly made and the new menu guide on BT Vision is far too complicated compared to the previous version. Poor products, poor service, overpriced.
- Location
-
- Location
- Crewe
- Reviewing
- BT
- Date
- 2016-10-06
- Comments
-
Useless.....internet is that slow that I am unable to use it. Only just signed up so unable to cancel it. Phoned customer services and a complete waste of time. Would never go with them again, any other provider would be better
- 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.