3,590 Customer Reviews over 90 pages
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- Location
- Birmingham
- Reviewing
- BT
- Date
- 2017-02-16
- Comments
-
WORST CUSTOMER SERVICE!!!
I am their present customer and they are the worst.
Just moved house and was told that internet connection will be there from 10th Feb 2017 at new address. Around 9th Feb internet connection was disconnected around midnight from old address so that a new connection can be put up on 10th Feb at new address.
Whole day of 10th Feb 2017 there was no connection. Nothing on 11th either and when on 12th Feb I contcated BT then I was told that there was a technical glitch. When I asked that if there was any glitch then why wasn't I informed....BT representative had no answer to it.
I asked them to get me the internet connection by Monday ie 13th Feb 2017 anyhow and I was told that it's not possible because there is another company called Open Reach who are going to do it and we dont know when.
Today is 16th Feb 2017 at 2:00 pm and still there is no sign of my internet connection although I am talking everyday to their customer representatives. Best part is that they assure you that you will get it but they don't know when.
Me and my husband work from home and it has been a big blow to us monetarily and has been very very stressful.
AVOID BT PLEASE.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2016-02-14
- Comments
-
Horrific company to deal with.
Avoid BT. I was with Onetel for years and they were actually better. Sadly for me I am locked into this contract for now but will end it as soon as I can. My broadband which is unlimited (supposedly) is functional less than half the time and very slow- I live in central London. All my attempts to resolve it are met with a non response. I even have a reference number for the complaint but they don't ever call me back. I have had three scheduled ring backs that never happened. They even lied and said they couldn't get through when I gave two numbers and kept both lines open. They take plenty of money from me and say customer service is a priority- well no wonder my broadband stinks since its even less important to them than the appalling customer service they don't provide. I am unable to use my smart TV for Netflix etc ok not the end of the world but not great when I am paying for it, and my student son is unable to use Moodle or upload essays by deadline- thanks BT!
- Location
-
- Location
- Norfolk
- Reviewing
- BT
- Date
- 2020-01-22
- Comments
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Sold superfast upgrade. Once signed up BT had failed to check if they could provide service. Now waiting for upgrade of line and points. No date given for completion. Sharp selling and poor service. Do not hold your breath.
- Location
-
- Location
- kings lynn
- Reviewing
- BT
- Date
- 2016-08-27
- Comments
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the engineers have been here so often now we are on first name terms and have made up a bed in the spare room. They blame anything and everything, fix the problem, assure us all is OK, then 7 days after they leave, no broadband, t.v. service drops out, slow download speeds, same old, same old. The service is nothing like advertised and trying to get them to get an engineer out is like trying to find Lord Lucan!! Why do they promise what they know they can`t deliver?? Years ago we thought of car salesmen as the archetypical conman, it`s now BT sales and after sales service teams....problem is it seems, all other suppliers are just as bad!!
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2018-02-20
- Comments
-
Honestly. It's been a year of absolute hell with BT. Guys; do not bother. Most people I know are now with sky and I have heard nothing but praise. (And yes before people think this is one bad experience, I have been in contact with BT on a weekly basis for months now... Have replaced equipment and wiring... And guess what- I'm still paying the bill. Cannot wait to terminate)
- Location
-
- Location
- London Canary wharf
- Reviewing
- BT
- Date
- 2017-02-03
- Comments
-
BT have not resolved the issue since August 2016 until now - February 2017. I have all the evidence from August 2016 from phone call recordings & 9 reference numbers regarding this issue since then. As a BT business customer I myself have raised this issue 4 times now & nothing has been done. It has cost my business loss of earnings as i am still unable to put in a new order with BT until they have resolved this matter. I have 0 faith in this being resolved now and have contacted Watchdog & ombudsman. Be warned by this, as BT's collassal mistake leaves you in a diabolical mess. Not worth it. Watch out for this on watchdog viewers!
- Location
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- Location
- Sheffield
- Reviewing
- BT
- Date
- 2016-04-01
- Comments
-
DISGUSTING!! 2 hours in the phone for 3 days and no one to talk and when they answered put the phone down on me :o I am paying for a service that I am
No getting. They are charging me for Internet but I have none!! Really? According to them the system did it. Resolve my problem but don't waste my time. I work from
Home and everyday, every hour I am missing on money. Wooooow!!
- Location
-
- Location
- Bucks
- Reviewing
- BT
- Date
- 2014-08-26
- Comments
-
Had to comment about the awful customer service and incompetence of BT, both Phone and Fibre.
First off I must say the product BT Fibre is not an issue, works fine only a few drop outs. But the Customer Service, wow how bad was that. At first we had to deal with India who couldn't understand me or half the billing issues, then when customer service came back to the UK, rather than get better it appears to have got worst. I am in the dying throws of changing from BT after year to PlusNet (who by the way have been great - take note BT). I tried to get BT to simply allow me to change to PlusNet, i.e. get a MAC code etc, oh no was told had to cease my service even after said I would need MAC code etc for PlusNet as would be going with them. No couldn't do that, later in week called again after talking to PlusNet who correctly advised that was wrong etc, was told this time whoever had done order before was wrong and that would sort it and gave me my MAC code (I trusted them -bad move), again when spoke to PlusNet they advised still unable to put order through even with MAC code. Another call to BT different person, then later call back from their person as she was telling me my date for ceasing etc had turned from sometime in sept to 29 august, again told by new manager that they had sorted the cease and set everything correct for PlusNet to do. So next PlusNet tried and got half way - i.e. it let the order start but was not fully confirmed. So checked again why PlusNet having issues today, they couldn't see from their end, so spoke to BT, first guy said and confirmed that Cease was back on after it was supposed to have been stopped and that wouldn't have internet and phone after 29th Aug. Another call to PlusNet and this time, who said explained why no confirmation on their order, so they cancelled and said sorry but you would have to talk to BT to get rid of cease and make into migration, which should be not an issue. Another call to yet another BT person this time somebody who deals with cancellation, who apologised but said in fact that after tonight I would have no Internet and Phone, not after 29th and that because was so close could not stop cease and could not do migration. sorry but that was all he or anyone could do, took a note of the fact that I have paid for my full month of August by Direct Debit and said to reference this when get final bill to get back any money already paid from 27th till end of August.
So through all this I get nothing from BT in terms tracking of my call (unlike PlusNet, where at least you get an email of your query and question), I get told one story after another - I am half expecting that internet is about to die any moment as I a writing this, no real apologises, no really managers who want to know at this late stage of your annoyance - nobody today would let me talk to manager even after they had talked to their manager about issue.
So stay well away from BT - they haven't a clue what is going on, they tell multiple stories and just don't care about their customers.
BTW - never mentioned all the issues about my billing from the start because it would just take ages. I think at this rate the amount of time I have spent trying to sort things out with BT, they should employ me and pay me at least it would then be worthwhile.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2019-01-03
- Comments
-
I have landline and fibre broadband with BT. BT's customer and technical service is all mostly handled via overseas call centres, and they just seem to read scenarios off rote, so don't really listen, if they understand your problem at all, so it's a terribly frustrating experience. BT left me without a landline on and off for several months when I moved to a new place until they finally admitted the fault was with them, and eventually rectified it. It took many calls until the problem was taken seriously. Broadband fibre speeds were nowhere near what was advertised, and the service cut out quite often. Once an Openreach engineer came and noticed the wiring on the street was pretty precarious which explained why there had been so many issues. On top of all that, their service is not value for money. I was on a deal originally but I was unwell over a period during which the deal contract came to an end; they don't notify you and then started charging a hefty amount monthly as per their standard tariff, so I ended up overpaying a few hundred pounds, so keep note of your contract periods. I just swallowed it as I knew I would be moving in a few more months so kept things the same as I didn't want to pay an early exit fee if I started another contract. Of course, don't be completely fooled by "no exit fee" either on a standard tariff, as they will want 30 days' notice, which is effectively a hidden fee. There are lots of better and cheaper providers out there with much better customer service. BT have lost touch and are sadly not a good provider, consistently. I won't be using them again.
- Location
-
- Location
- plymouth
- Reviewing
- BT
- Date
- 2015-08-31
- Comments
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For me it was a big mistake to switch from Sky to BT. BT informed me and Sky a date to switch services, but after disconnecting my broadband delayed the new connection which took them 10 days. My several plea to them to reconnect me did not produce any result. Their call centre is in India and they only give lip service. Their only explanation for the delay was "there has been an exception" and they just repeat this like a robot. No matter what number you dial you are always diverted to the same call centre. It is almost impossible to talk to anyone who can take some action. Out of desperation I wrote a letter to their customer services manager in UK, but have not received a reply from them either. In my view BT broadband is no different from other providers but their after sale service is very poor.
- Location
-
- Location
- Liverpool
- Reviewing
- BT
- Date
- 2018-06-05
- Comments
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Very expensive and uncooperative staff
- Location
-
- Location
- wakefield
- Reviewing
- BT
- Date
- 2021-11-19
- Comments
-
Very poor service inspite of being with BT for many years.They will start troubling your broadband if you move to a new provider at least for week or 10 days before the move.
Absolutely rubbish customer service
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-07-06
- Comments
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Customer service was excellent - I was served by someone names Sebastian, really helped me in ensuring my internet was fixed and polite too
- Location
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- Location
- West London
- Reviewing
- BT
- Date
- 2016-02-15
- Comments
-
Worst ever mistake joining
Broadband still not working
Had taken nearly four weeks to install
Still a fault with the apparently third party
Wait 10 minutes to speak to help on the chat
Then 1 hour on the phone being passed around to
Order team, tech team then back to order management
Still no resolution! Apparently the broadband team also have us on the end of their start list. Why??
They say it wont start until another week and half!!!
How do BT keep their customers with such bad service
I regret joining BT and paying a upfront fee
Still waiting for a call back one hour and a half later
- Location
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- Location
- Pontypool
- Reviewing
- BT
- Date
- 2016-02-06
- Comments
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I am so happy to see so many negative reviews on BT. Based on my experience, they all seem to be true. I WOULD NEVER RECOMMEND BT TO ANYONE. I will not take their service even if it is free. They charged more for what I've used, when called the response was cold and took a long time to sort out. When I decided to leave BT, a customer service representative called me who was absolutely rude and I felt like being interrogated.
Take my advice, never take any service from BT even if free.
- Location
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- Location
- Burton on Trent
- Reviewing
- BT
- Date
- 2018-10-13
- Location
-
- Location
- Burton on Trent
- Reviewing
- BT
- Date
- 2018-05-15
- Comments
-
BT is the worst service provider I ever dealt with. I am paying for nothing, Although, I have a BT broadband at home, but I have to connect my PC to my phones network using personal Hotspot. I have been with them for more than two and half years, they not letting me to leave their rubbish service, they have a very bad customer services they do not care about their customer, they looks they know nothing about the service except that related to money. They over charge their customer without letting them know, they should understand people are not free to phone them up frequently asking foe explanations and reporting problems. last week I phoned them many times reporting problems and overcharging. They are a big lair, they told me that the engineer will come on Saturday to fix the problem, I was waiting him all the day, but he did not come, when I phoned them, they said he came on Friday and he fixed the problem, but actually I have not noticed any improvement, I gave them few weeks time, but it still as it was, when I asked them to resend the engineer they said they will charge 120 pounds.
Eventually, I am still paying for nothing in addition to wasting my time and making me angry and depressed.
- Location
-
- Location
- scotland
- Reviewing
- BT
- Date
- 2016-07-12
- Comments
-
Moved house (to next door) No phone or broadband for 6 weeks now. No customer service. Delay management just manage to delay. Lies and excuses. Failure to communicate. Connection dates continually changed. Still receiving monthly bills. Need I go on.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2018-10-04
- Comments
-
Absoloute crap. Never had anything like it. Says it is connected but that is horse****.drops out every five minutes, requiring you to sign completely back in.wont load anything.wont let you send or receive your ******* messages. And I’m paying over £90 for this ****. Would never recommend. EVER.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2015-03-01
- Comments
-
I decided to go over from Virgin as BT were cheaper. The change over date was a month away at the time of order. Virgin cut my services, as agreed on this date. 2 weeks later and SEVERAL phones calls from MY MOBILE, no services! JOKE!
- Location
-
- Location
- Harrow
- Reviewing
- BT
- Date
- 2020-02-23
- Comments
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The most horrific broadband service I have ever known. If you’re reading this then please don’t frustrate yourself further by joining BT broadband. It never works especially on weekends when it’s required the most. I have made the biggest mistake by joining them. They have also been overcharging me every month and when I complained nothing happened. I’m being charged £4-5 every month on my bill even though I’m on a fixed contract. When I rang up to enquire they told me we have increased it while I was in a contract fixed at the outset ??? Here’s the thing it NEVER works
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2019-04-03
- Comments
-
Absolutely atrocious - sent hub to the wrong place 5 times, cancelled engineer visits automatically, different teams had a diffferent view of the same problem, 4 people on the same day confirmed an engineering visit until the 5th saw the service provider (open reach engineer) had rejected the fault problem and the engineer never showed.
POS (and that doesn’t stand for point of sale).
Terrible, the worst.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2016-11-29
- Comments
-
Slowest internet i've used I remember dial up being quicker. I'm surprised I managed to get on to this website. I frequently have to shut apps down to refresh them so they load/turn off the wifi to refresh the connection, absolutly terrible. BT reckon our internet connection is fast (BS). Wouldn't recomend BT
- Location
-
- Location
- Bath
- Reviewing
- BT
- Date
- 2020-08-28
- Location
-
- Location
- London NW5
- Reviewing
- BT
- Date
- 2016-07-13
- Comments
-
First they told me several times there would be a half hour window between switching from sky to bt, 2 days later they are sending an engineer in 3 days 5 days total so far. The Asian call centre are 50% useless. I left BT 5 years ago for Sky. Sky's customer service is Rolls Royce and BT's is pushing a handcart uphill. I will complain to the regulator and I suggest everyone does the same.
- Location
-
- Location
- Maidstone
- Reviewing
- BT
- Date
- 2015-05-13
- Comments
-
It's quite difficult to give a review about BT broadband because it's incredible inconsistent. You will get great speed at one point then painfully slow the next day. It's not reliable, seems to go down everyday around 1:45 and in the evening around 9:30/11pm and then it might disappear at random points in the week when it feels like it.
Haven't used their customer service so have no opinion, I hear it's pretty good though.
- Location
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- Location
- Woking
- Reviewing
- BT
- Date
- 2015-09-07
- Comments
-
Two no shows of a technician after taking days off work. I was then told a technician would arrive at 1700 tonight so I could go to work, lies. I received a call at 1330 to say a technician was at my house. I then had to look like a liar at work and rush off as I was terrified that I would be put back to the back of the pile for another fictitious appointment. All installed now to find the Woking areas broadband has been down for days. What a way to treat new business. Lies and arrogance.
- Location
-
- Location
- Red Lodge
- Reviewing
- BT
- Date
- 2018-07-31
- Comments
-
Literally the WORST customer service I have experienced in my 32 years of life. Ordered broadband on 5 July (it’s currently 31 July) after the IT team cancelled my appointment to set up my internet WITHOUT my knowledge the team couldn’t figure out why the broadband wasn’t working, so after 4 calls and 72 hours of waiting between each call, they set up a service tech appointment. The tech never showed up. After I called, the CS rep said they couldn’t do anything until 24 hours had passed after the missed appointment, at that point they could reschedule! This company is an absolute joke.
- Location
-
- Location
- Spalding
- Reviewing
- BT
- Date
- 2022-01-25
- Comments
-
Moved from EE on 10th December due to moving house and the man from EE said we could get a better deal with their sister company (BT) on an 18 month contract. Ordered and waited for equipment to arrive.
Went to set up new account and direct debit on to discover BT themselves had cancelled the order straight after we ordered it so no internet was available even though they sent us a new router. By now it was 18th December.
The package was re ordered but because of Christmas did not go live till 30th December so spent all of Christmas with no internet, or TV as Sky couldn’t move their package without a broadband connection.
29th December another router arrives, plug it all in, set it all up and happy days it works…..
But……
Today (25th January) internet went off. Phone BT for help to be told we don’t have an account, no record of our line and that they can’t understand why we have had internet as we are not one of their customers. Was passed to an ‘early life’ specialist at BT who said that we had been running on a ‘temporary connection’ and this had been terminated as we didn’t have a contract. After sending them copies of all the documentation and the fact I have a BT phone and router that they sent less than a month ago they then said that our contract application had not completed successfully and openreach had not completed the line set up hence been disconnected. If we wished to cancel and start again they would attempt to again supply a service but it would take them 3 weeks to set us up. We were then asked to pay for the 4 weeks we have been supplied on a ‘pay as you go basis’ which they will email an invoice for, even though we paid for the package they messed up and terminated in the first place and they took the direct debit payment.
Finally managed to speak to a manager who in the end agreed to refunding me based on me not reporting them to the ombudsman which I’ve done anyway.
Sky broadband now ordered, 49p per month cheaper, faster speed and connection on Tuesday. They even threw in a free Wi-Fi extender and any problems setting up give them a call and they will have one of their engineers on site that day to help.
Don’t bother with BT!!!!
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2017-09-04
- Comments
-
Would give 0 stars, or better -5 stars if possible! Choose another provider, even if they happen to be more expensive - which hardly likely.
Will NEVER EVER go with BT again and would advise anyone to go with a different provider.
Theft in broad daylight; appalling customer service, untrained and unknowledgable staff, rude staff, outrageous pricing; getting customers to pay for 'disconnecting' even though that does not actually happen (had to wait 14 working days after my start date to get connected, because the engineer had 'forgotten to pull the switch to disconnect the previous resident at my address'.
- Location
-
- Location
- Rhoose
- Reviewing
- BT
- Date
- 2018-04-16
- Comments
-
I'm currently with talktalk at 76mbs. I decided to switch to BT but the online service would only offer me slow internet. I was called by a customer representative who asked to perform a credit check before anything else. I know that my credit is fine, but following the check all they could offer me was the slow service - apparently the 76mbs is not available in my area - even though this is what talktalk provide! The CSR told me they may be able to upgrade me once i had switched. So my credit has been pinged for no apparent reason. BT just seem so backwards.
- Location
-
- Location
- NOTTINGHAM
- Reviewing
- BT
- Date
- 2014-10-01
- Comments
-
the customer service really is appalling. i have used sky and virgin before who have both been very accommodating. bt customer services are rude and will do nothing to rectify problems or address issues. it is like talking to a brick wall. they keep repeating the same thing over and over again without making any inroads or compromises. its either their way or no way. i will never use them again!
- Location
-
- Location
- dorset
- Reviewing
- BT
- Date
- 2018-04-16
- Comments
-
absolutely disgusting customer service, taking over a month to speak to appropriate people within organisation due to poor service in the first place. Get the feeling they are taking customers for granted!
- Location
-
- Location
- exter
- Reviewing
- BT
- Date
- 2017-09-18
- Comments
-
The worst product service ever, i will never use them again!
- Location
-
- Location
- Cardiff
- Reviewing
- BT
- Date
- 2016-09-06
- Comments
-
BT customer service is a big joke! The internet keep disconnecting in the past few months and it stopped working since 4 days ago. I spent 2 hours waiting on the phone and finally got someone to talk about the problem then we've made an engineer appointment on today but at the end no one showed up!! Then I contacted them again and they said I haven't made any appointment! They will call me back to arrange something tomorrow!!!!! That's crazy!
- Location
-
- Location
- dartford
- Reviewing
- BT
- Date
- 2018-12-03
- Comments
-
I bought a BT broadband in 2016 and then renewd on 17.In 2018 when i was getting a problem with their speed download/upload speed and worst customer service experience ever i had in life, decide to change my provider spoken to BT few times about my last day of ending contract and so on. after switching provider (in process)after few days later received an email from BT stating that i need to pay £86 for cancallation fee due to i am in contract with them till 2019. So i contacted BT customer service lady doesn't know what she is talking about and all the time TRYING to selling me BT package in a different ways. which i said NO for any package after waiting 45 min over the phone, customer service lady mentioned me i had renew my contract in arpil 18 for next 12 month contract. which i was completely disagreed with her as why would i will buy a new contract when i am already in contract and new contract is more expensive then old contract thirdly i had not received any emails or notifcation that about new contract or switching to new contract.
I also mentioned about previous conversation with BT customer service agent which they had confirmed me my last date of ending contract in nov 18.
Honeslty after spending 3 weeks talking to them its feel like on these customer service is Dumb, and stupid which doesn't understand as well as no communication with each other.
IF this case not resolve here i will take it to MANAGING DIRECTOR and THEN COURT.
Piss taker BT. Stay away from these morons.
- Location
-
- Location
- West midlands
- Reviewing
- BT
- Date
- 2018-08-23
- Comments
-
Bt are an absolute disgrace, 3 weeks waiting for a refund, told I would get a call back almost daily, still not sorted, customer service is next to non, there's been 2 advisors out of all of them I've spoke to that have actually tried to help. Getting through to someone that knows what they are talking about is a mission in itself. Very unhappy ex customer!
- Location
-
- Location
- Derby
- Reviewing
- BT
- Date
- 2015-11-15
- Comments
-
Everyhing bt provides is rubbish..i hate bt with passion
- Location
-
- Location
- East Sussex
- Reviewing
- BT
- Date
- 2016-09-11
- Comments
-
If you get a UK based call centre when you call BT then you will be helped quickly and professionally. If you get an Indian based call centre which 9 times out of 10 you will then just hand up because they are USELESS!! i have never had such poor customer service then when i call up BT and get an Indian telling me to do the same stupid speed tests over and over again when all i need to an engineer to come out. Absolute trash customer service (unless you get a UK call centre)
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2023-04-11
- Comments
-
Garbage. One of the worst in the UK. On top of both latency and bandwidth varying wildly, the router updates most weekends between 6 and 9pm... called them to ask if it's possible to not completely sc**w me over by disconnecting me from everywhere for a router update, they said it's automated and they have no power over it... What kind of a stupid ISP updates their router in prime time on weekends which could take anywhere between 2 and 5 minutes... disconnecting calls, ruining your ranked games, interrupting your Netflix, and for what? For a process that could just as easily be scheduled at 2am on a work day?
- 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.