3,590 Customer Reviews over 90 pages
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2015-08-26
- Comments
-
BT Customer Service- a communications firm where the left hand would have to put you on hold for 23 minutes while it finds out if it has the authorisation to confirm there is a right hand.
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2014-02-13
- Comments
-
Shocked by BT's customer service/tactics when it came to leaving. First BT operator said they would send out MAC code in post and should arrive 5-10 days. After 2 weeks called again and I was assured MAC code was in the post. Called again after a further week and third operator left me on hold for 18mins only to tell me they would call me back - they never did. Called again to be told that MAC code could in fact be given out over the phone - not impressed. BT = expensive + dreadful customer service. Hopefully EE will be better - they are certainly more price competitive.
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2016-01-18
- Comments
-
Signed up to BT 17 Mbps
Got 0.5! i.e. 97% less mbps than we signed up for.
We called to ask BT for help….they said they would “call us back” they never did.
We asked to cancel our contract (Note receiving only 3% of the Mbps meant they were not providing use a service fit for purpose)
BT said it would cost £140 to get out of their contract.
As we have 90 days left in the contract we offered to pay to the end of contract and that we were giving advanced notice of termination. BT said only when your contract has 30 days can you give advanced notice (not 90 days, not 29 days not 31 days….1 day in the year that you can cancel)
- Location
-
- Location
- Surrey Quays
- Reviewing
- BT
- Date
- 2015-03-04
- Location
-
- Location
- Surrey, UK
- Reviewing
- BT
- Date
- 2021-11-12
- Comments
-
Existing BT customer here, just looking to change the point the internet cable comes into the house, as part of a refurb. Organised a date with BT 2 weeks ago for an engineer to come and do this.
We were given a window of 8am-1pm. No one here by 12.30, so we rang BT customer services and were promised an engineer was on their way and were just held-up. My wife stayed in for the rest of the afternoon, with our 3 young boys, holding up the refurb work, only for no engineer to appear.
We ring BT this evening to understand how no one can appear and how the guidance at midday was that someone was on their way, only to be told that this was booked as a remote service and no one was ever going to come.
Absolutely shocking service. Building works held-up and can’t even find an apology, let alone a suitable revised date for the work.
Will now be leaving the service and would strongly recommend anyone assessing different suppliers to avoid BT. Their service is shockingly bad for such a high profile company.
- Location
-
- Location
- Sussex
- Reviewing
- BT
- Date
- 2015-11-19
- Comments
-
It's outrageous that this inept, incompetent and careless monopoly have complete control over the nations telecom lines via openreach and get paid £millions of tax for doing such a shoddy job.
- Location
-
- Location
- sussex
- Reviewing
- BT
- Date
- 2016-09-20
- Comments
-
The worst service I have ever experience in my life! Paying for fiber optics. it should be around 35mb upload speed. I am getting 4mb at best. I have tried calling BT every day but after being on hold for over an hour and not getting through I give up. I work from home and am losing work and money from this situation!
- Location
-
- Location
- SUSSEX
- Reviewing
- BT
- Date
- 2017-08-23
- Comments
-
Worst company going, no communication, if you call they hang up, if you facebook message they tell you to live chat, if you live chat they tell you to call, if you call they hang up or tell you to go online. AVOID at ALL costs!
I only wanted to purchase fibre from them but after hours of going around in circles I gave up and will be going with another provider.
- Location
-
- Location
- Sussex
- Reviewing
- BT
- Date
- 2015-09-04
- Location
-
- Location
- Sussex
- Reviewing
- BT
- Date
- 2024-04-02
- Comments
-
Diabolical. I switched to a different broadband provider and disconnected bt line. They continued to bill me after contract ended. Spent 3 months phoning texting and writing, no adequate response. Now my credit score is damaged and its not my fault. They kept closing my complaint down without my permission. No way to feedback so hence my feedback now on social media.
- Location
-
- Location
- Sussex
- Reviewing
- BT
- Date
- 2015-09-25
- Comments
-
When it works very good, and reliable, but a telecoms company their telephone service is appalling. I have spent hours on the phone trying to resolve slow broadband on Infinity One Hub5. Now looking elsewhere.
- Location
-
- Location
- sussex
- Reviewing
- BT
- Date
- 2022-05-28
- Comments
-
went out of contract with bt and bill crept to £67.00 for broadband and bt sport which is charged in advance i paid this but then phoned for a cheaper deal on new contract for the next month bill they assured me bt sport would stay connected till end of term i paid for and then the next day i was cut off so misled and misold as a customer of some years i was disgusted i phoned and was told i would get a refund for lost services i had paid for in advance not good enough am cancelling new contract within first 14 days and wont be back beware i needed a cheaper deal so was to cancel bt sport at end of the month but they lied all recorded beware if your an old customer it will not benefit you not acceptable
- Location
-
- Location
- sussex
- Reviewing
- BT
- Date
- 2018-06-22
- Comments
-
Joined BT from sky on the 23rd April, smooth transition over. However on the 5th June after numerous phone calls to BT about broadband dropping out, not having the channels I was promised and the telephone not working, they said I could cancel penalty free due to being miss-sold. I was offered a good deal with sky therefore I went back. Sky sent me an email on the 5th June telling me that my SKY TV was active and they were doing a working line takeover of my phone number and broadband on the 19th June. BT sent me an email to tell me that my services were ending on the 12th June. I rang sky to make sure the 19th was the correct date and then called BT. BT said that there was no active line takeover and told me to call sky again, I called sky, and they said 100% that they were taking over on the 19th June. I called back BT who again said that this was not the case. They told me to call sky again, which I stupidly did who told me the same thing. I called back BT and they said what they would do is cancel that cancellation of my services for the 12th June and keep them running until the 19th June when I would need to call up and cancel (penalty free still) and they would refund me my money for this month. After checking my BT I could see that this was not done so I called BT again and said its still not cancelled, I kept getting told by different agents (always a different one every time I called, apologising and saying the last advisor was rubbish and that they are amazing and will get this sorted, none did) that the cancellation of the cancellation was done and that my services would continue. On the 12th June, I woke up to find my broadband had gone off. I called BT straight away who apologised that the agent before had not cancelled the cancellation properly so my TV and phone line were still active but broadband wasn’t. They then proceeded to tell me that I could get the broadband turned back on but it would take 2 weeks. Which was ridiculous given that telling them 15 times and it being in my notes that sky were taking over on the 19th.
So I was without broadband for a week until sky took over. I received a call on the 20th telling me that something had gone wrong and bt was saying that I still had my phone line with them, despite sky having it. He said he would have to send it to the off line team to cancel and that I would get a call on Friday telling me that everything had been cancelled down properly and I would have a refund for the month of services I did not have.
However! I wake Friday to 3 emails from BT at 5am!!!! First at 5:20am saying thanks for choosing bt there is an update to your order. My calling plan for the phone will start on the 22nd June for a years contract (WTF!) and will cost £21.99 a month (HUH!)
Second at 5:21am asking me to return my bt equipment as I don’t need it anymore.
Third at 5:21am telling me that my bt service is ending sorry to see me go. (this is just for the TV that I haven’t had since the 5th June).
- Location
-
- Location
- Sutton
- Reviewing
- BT
- Date
- 2014-10-20
- Comments
-
BT is great. I keep finding my self coming back to BT over and over again. The Indian call centres are lousy however, the actual internet service they provide is absolutely top notch and I have never had my connection go offline EVER. The English call centers however, are good (if you every manage to get through to them).
- Location
-
- Location
- Sutton
- Reviewing
- BT
- Date
- 2015-06-29
- Comments
-
Supper crab service, worst ever. We ordered the internet in last February, and got installation until April after many calls. When we moved house at the beginning of October, BT changed us 200 pounds for moving, and again took another one and half months for the reinstallation. Now we can not tolerate the slow speed, and wanted to cancel it, 100 pounds for penalty.
- Location
-
- Location
- Sutton
- Reviewing
- BT
- Date
- 2022-10-03
- Location
-
- Location
- Sutton
- Reviewing
- BT
- Date
- 2023-09-10
- Comments
-
AVOID BT Business
AVOID BT Local
Poor Customer service, False Information,Miss-sold, Misleading,Delay, Damaging Business...
- Location
-
- Location
- Sutton Coldfield
- Reviewing
- BT
- Date
- 2014-10-15
- Comments
-
Very poor customer service from day 1. Broadband very slow and dropped connection every day so needed to be reset.
TV recordings always missed off the end of shows which resulted in not being able to record anything properly.
I exited the contract early and took the additional cost of this to switch back to sky and after 8 calls to try and send the equipment back I ended up being charged for this. Had a rude lady on the last call tell me the charge was right even though it had been agreed I would return the equipment. Ended up paying the additional £65 rather than speak to them again.
- Location
-
- Location
- Sutton Coldfield
- Reviewing
- BT
- Date
- 2015-02-19
- Comments
-
Had BT Infinity for 2 years and the speed has been well below normal broadband speed. After numerous hours calling there useless customers service and technical support,they failed to resolve the problem but still charged the higher price for this so called "superfast' Infinity. I overheard there engineer on the phone asking the exchange to remove the 'cap', so they do actually control the speed. I have now moved to EE and not only is the speed satisfactory but its also much cheaper.
- Location
-
- Location
- Sutton coldfield
- Reviewing
- BT
- Date
- 2016-08-12
- Comments
-
So, I am one of those people who read the reviews about BT before signing up, I thought, it can't be that bad surely! The sales team I called were great and I got a good deal online with some cash back. I had fibre unlimited 2 broadband and TV with an extra box.
I have just paid £135 to cancel my contact as BT are genuinely the worst company I have had to deal with in years.
The broadband wouldn't let me watch videos on YouTube from my phone (stood right next to the box!) without pausing. In the end I upped the allowance on my 4G phone contract so I could. The TV service is ok, it worked at least.
Now, on to the customer service, when you get through after 40 minutes you are greeted by someone who completely misinterprets what you are asking and tells you point blank that you 'are wrong sir' after explaining for 30 seconds after the assistant constantly interrupted it turns out I was right! No apology from the person I spoke to and no follow up from a complaint I made about over charging.
There is a reason BT has such poor reviews, it's because it is genuinely terrible and those giving bad reviews are sharing their personal experience. Which on the whole is abysmal.
I will never go with BT again and strongly urge you not to.
- Location
-
- Location
- Sutton Coldfield
- Reviewing
- BT
- Date
- 2016-10-19
- Comments
-
put a order in 4 1/2 weeks ago they came the first time on time although we could not find where the wires entered the building fair enough this wasn't either ours or their fault. We got in contact with the landlord of the property to find out where and got that sorted so WE rand back a few days later I say we as BT did not get in touch after Outreach couldn't do the job. I rang and they said I had the wrong address apparently I should be living in the Isle of wight not the midlands. got put through to the manager who said he had sorted it out he put records straight and made another appointment with Outreach to come out the following Monday when we had arranged to have the key from the landlord. They came out the Friday before when no one was at there my son was in lectures at Uni this is his flat he is in his last year and needs the internet for his dissitation. The engineer rang me and I told him I we had been told he would be there on Monday and we had arranged for the key to wires to be there on that date. Monday came no engineer so we rang BT they rang outreach no appointment had been made for that date or so they say. They made another date for the following Wednesday morning. Wednesday morning came and went no engineer so We rang again they rang outreach apparently the engineer was running late. but my son had to do some shopping which I said I would do he also had to go to a meeting with university Officer training corps UOTC at 4pm he was fuming and quite rightly so. anyway I pick up his shopping and go over to take over from him. There is an Outreach van there I speak to the engineer he was working at a neighbour Id just missed our engineer I should ring BT and they can ring the office to get him back my son was in the building he had the key i can't get in without it. I go into the flat and ring Bt the woman refused to ring outreach as I did not have my account number but my identity could have been easily prooved once the call had been made also their are other security questions the could have asked which were set up on making the order. She put the phone down on me when I asked for the manager the one who supposedly made an appointment for the previous Monday. I rang My other son turned up also at University with his phone so I asked him to get up my Emails to get my account number and I rang them again they asked my name I told them they told me they had no account in that name so I told them my account number they said that was a false account number all their account numbers begin with GT and not BT which is what my a Email said it was. he then listened to my story and I asked him if he could ring outreach he told me he didn't deal with broadband only broken land lines yet it was the same number i'd rang before all this took an hour on the phone he said he would get me transferred to someone who could help but he was busy so it couldnt do it for 1/2 hour there is about 5 min wait for me to ring. So he said he would ring back I said with 5 mins he said 10mins so I waited someone rang who was prepared to ring Outreach to ask why he had not rung the bell she asked for my name the address twice telephone number and my account number which suddenly was the correct one and my security question by this time My son had missed his important meeting with the UTOC he will now be in trouble. by this time of course it was a whole 2hrs later and getting dark of course the engineer wasn't going to come back. I felt like the whole of the customer service was having some kind of sick joke with me. I am sure this not the first time this has happened. It is like some one is trying to sabotage A good old British firm needs looking into by some one
- Location
-
- Location
- Sutton Coldfield
- Reviewing
- BT
- Date
- 2021-11-09
- Comments
-
I have taken BT superfibre connection to my work from home. It is the worst decision I made. There was an inordinate delay in getting the connection. (Then 3 blokes came in 3 vans to put ONE wire from the road to the house. One did the work the other 2 merrily chatting away) I wish Virgin was available in my area ! The speed is supposed to be 300Mb, I hardly get 50 MB. When I call BT they insist the connection is fine. The connection is unstable at best and often I cannot connect 2 devices let alone what is said in their ad! Can Britain not have better internet than this?
- Location
-
- Location
- Sutton surrey
- Reviewing
- BT
- Date
- 2016-10-28
- Comments
-
I'm a partially blind man, I notified bt of this when I took landline a broadband, 1st they sent me the wrong router, then, they could not get me broadband to work, lost count of the times I contacted them, landline kept crashing , broadband would not work, they wanted to charge me over £100.00, to come and check my internal line, 6 months later it was their junction box at fault. Two years later and hundreds of pounds out of pocket, I have decide enough is enough, but leaving bt is another challenge. Crap crap crap Bt. Only interested in talking money, avoid like the plague.
- Location
-
- Location
- Sutton-in-Ashfield
- Reviewing
- BT
- Date
- 2023-03-16
- Comments
-
Would gave no stars if possible Absolutely disgraceful 4 appointments with engineers to come so 4 days off work for then not to turn up so no broadband for 2 week. Hotspot kicks us off after 10 min
- Location
-
- Location
- SW London
- Reviewing
- BT
- Date
- 2015-10-02
- Comments
-
My bt broadband has been so entirely unreliable that I cancelled it in favour of Virgin connection in mid October. About fifteen days into my September bt monthly allowance I had received a message to say that I had used 80% of that allowance. Broadband was unavailable for hours and sometimes days at a time. The following day I received another message to say that I had used 100% of my September allowance. Today I received an email to say that I had used 60% of my September allowance. I should say I only use broadband for emails, occasional banking and looking up facts on the internet. About fifteen minutes a day - nothing at all for the long, long periods when the middle light on the router is flashing.
- Location
-
- Location
- SW London
- Reviewing
- BT
- Date
- 2017-01-14
- Comments
-
17 Mb/s Im having, aways gives me about 1-2 Mb/s download speed. Customer Service never replies (phone/facebook/email). I you have a choice DO NOT go for BT. I have to stay with them since it's the only one provider in my area...
- Location
-
- Location
- SW London
- Reviewing
- BT
- Date
- 2015-12-06
- Comments
-
I've been with BT for longer than I can remember 6 or 7 years I think(since Pipex sold out). Upgraded over that time as new services came available - from regular broadband, to Infinity and now Infinity 2. I have never had a service outage and never had a router problem. YouView box for TV is another matter, but customer service was excellent when needed for that.
Broadband speed has always been consistent and fast, with no noticeable slowdown at any time of day.
I visited this site to check EE reviews as their packages are much cheaper than BT. EE reviews are dreadful and shocked to see BT don't fair much better. Maybe we only get our pens out when seriously miffed, and sit contentedly idle when all is well? As a very happy long term BT customer thought I should buck the trend!
- Location
-
- Location
- SW20 London
- Reviewing
- BT
- Date
- 2017-02-15
- Comments
-
This is the first time I've done one of these to complain. But BT's ability to deliver what they've confirmed is almost zero. Their lack of customer care when things have gone very wrong [ which I had to convince them I didnt actually have a aerial on my roof ] is even lower and their sense of urgency is going in reverse as they've run from my problem not to it. I am amazed they are so bad and ashamed they call themselves British, Libby Barr your team are a disgrace.
- Location
-
- Location
- Swadlincote
- Reviewing
- BT
- Date
- 2016-03-15
- Comments
-
Had an issue with my fibre optic internet as speed that were initially excellent dropped to a level that were somewhere between dial up and slow broadband (closer to dial up). Suspecting a problem with the crap BT homehub 3 I phoned BT and was actually told "that's just the way it is" basically "live with it". I changed the wireless router for an ASUS model and presto the hi speed fibre optic internet was back. Now the whole inifinity network has gone down where I live and yet when you do the on line service test it shows "no problems in your area" - which kind of contradicts the "service status" page on the website that shows that there is. 2 days and no internet - all they do is push it back another 4 hours every time they miss a deadline. Omni shambles.
- Location
-
- Location
- Swadlincote
- Reviewing
- BT
- Date
- 2023-02-14
- Comments
-
This company disgusts us. It doesn't matter what you say it has zero effect on them. We have a 70 year old staying with us who needs to be constantly connected to the Internet for safety and health reasons as see recovers from a heart attack and also the security system in the house relies on a good broadband connection.
BT and especially Open Reach are abhorrent. They hold you to ransom.
- Location
-
- Location
- Swanage
- Reviewing
- BT
- Date
- 2017-09-18
- Comments
-
Can't wait to finish the contract, bad experience with customer service. The router is advertised as most powerful when it comes to signal but is the worst router I have ever had. Try to obtain the id and password to instal my own router but the customer service failed to help me. We live in a flat and the signal can't travel from living room to my bedroom or my kid bedroom and let me tell you is not a huge apartment. The router resets at least 3 times per day and that in the middle of the move, very frustrating.
All in one bad experience with bt fibre.
- Location
-
- Location
- swanley
- Reviewing
- BT
- Date
- 2015-11-09
- Comments
-
Continuous appalling service since moving home and trying to transfer our old telephone number. On moving day text to say phone was up and running, but no service to house. On checking our number we find its gone to the local Bus Company. Constant ringing to Customer Services (via offshore call centre) we're told there is nothing wrong with the line. I agree, but say the line is not where it should be.
Over 3 weeks of continuous calls eventually get line transferred, but Broadband is connected / working. Further calls, delays no turn ups eventually get Broadband on. 2 days later it fails, faulty hub. New Hub sent, doesn't work resort to old server which works fine.
this weekend line / Broadband fails, no service. 3 hours so far on calls. I fear the nightmare is about to begin again.
BT service is appalling,
- Location
-
- Location
- swanmore Hampshire
- Reviewing
- BT
- Date
- 2017-03-28
- Comments
-
BT signed me up for 55 MBPS. and charged me for that rate, in fact I Only Achieve 18MBPS download and 2.3 mbps upload.
So basically being charged for speed I am Not getting. But BT come up with excuses I am to far away from the exchange. Though they never told me that when I signed UP.
- Location
-
- Location
- Swansea
- Reviewing
- BT
- Date
- 2024-04-09
- Comments
-
Awful serice which has progressively got worse. I didn't want but was placed on full fibre, lost most of the services I previously had and then lost all broadband when I was on the phone to BT. As soon as I can get away from this truly awful service I will.
- Location
-
- Location
- swansea
- Reviewing
- BT
- Date
- 2015-11-06
- Comments
-
BT are useless, I have 40mb fibre optic which should be a good speed and I am receiving 2.1 mb, the customer service told me this was a good speed which is absolute nonsense
- Location
-
- Location
- Swansea
- Reviewing
- BT
- Date
- 2022-04-23
- Comments
-
I used Bt brand for 2Yeas contract. From last quarter without informed Bt increased monthly cost double. When sighed the contract BT says on the phone my broadband price will be same. I won’t recommend any people buy Bt broadband Bt will increase prices without asking you
- Location
-
- Location
- Swansea
- Reviewing
- BT
- Date
- 2018-12-02
- Comments
-
Worst internet I’ve ever experienced in my life.
Slowest speeds, disconnecting constantly, the worst customer service, engineers seem to continually miss appointments and they give you, wait for it a whole ..... £10 as compensation!! Not like I’ve taken days off unpaid to sit and wait for them not to turn up so £10 doesn’t really come close!
I’m moving in 6 days time and can not wait to never ever have to hear the name BT ever again!
I’m paying for fibre optic broadband and get a whole 4 mb download speed, IF IM LUCKY.
I can not describe how angry it makes me when I’m half way through a game or watching a film and boom it’s gone.
Do yourselves a favour, never go near BT for anything, EVER.
- Location
-
- Location
- swansea
- Reviewing
- BT
- Date
- 2015-07-01
- Comments
-
Customer service is shocking, it took four months to finally fix a fault slow service, buffering, losing connection during that time I had to deal with some very rude people who kept talking over me and no compensation when it was finally resolved. The broadband can be excellent but it's not worth using because of the hassle if you have to use customer services
- Location
-
- Location
- Swansea
- Reviewing
- BT
- Date
- 2018-04-10
- Comments
-
Without a doubt the worst service I've ever had. Constant drop outs, and speed below 1mb/s. I've been complaining for over a year about the connection quality and still nothing has been done. Call center staff give you a different excuse depending on the day, engineers have not turned up to 5 appointments. I wouldn't use BT services if they were free.
- Location
-
- Location
- Swansea
- Reviewing
- BT
- Date
- 2018-02-05
- 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.