3,590 Customer Reviews over 90 pages
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- Location
- Birmingham
- Reviewing
- BT
- Date
- 2017-01-22
- Comments
-
This is the worst internet provider I have ever had, and I come from what the UK would consider a 3rd world country.
The reliability is horrific as internet goes down every 2 hours for no apparent reason. Sometimes it goes down for up 6 times in a row which makes it impossible to do anything really.
Took 2 weeks to replace a router (which I suspected as the being the problem at first).
Speed is mediocre as well.
I do not recommend this internet provider to anyone unless you enjoy getting angry often.
- Location
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- Location
- Rural Wales
- Reviewing
- BT
- Date
- 2016-07-15
- Comments
-
Aghhhhhhh! Guess we'll be the 5% of population that gets left behind in this superfast roll out. We can't even complete an online shop. As for trying to watch catch up TV, iplayer or anything else on our 'smart' TV forget it. Not been able to connect to the Internet for more than a couple of minutes for a week now! They are 'looking into it'. Not recommended
- Location
-
- Location
- Manchester
- Reviewing
- BT
- Date
- 2015-06-26
- Comments
-
Shocking service from start to finish. From getting my account set up and then corrected 5 times due to incompetent staff, being billed incorrectly numerous times and then to find that the actual amazing new Broadband BT advertise as their best ever is woeful at best. Constantly losing connection and working from home it is really annoying I can assure you! Avoid! Use pen and paper, it is more reliable and probably faster!
- Location
-
- Location
- Aberdeen
- Reviewing
- BT
- Date
- 2018-07-19
- Comments
-
Don’t use BT!!!!!!
Ordered online a deal, in a week time checked my account and got message that my order has been cancelled. Contact BT and I’ve been told that reason is not visible and been suggested to reordered. Went online and Booooom reason for cancellation appears on my screen same offer £6 higher!!!!!!!!! Called them again explained, but nothig offer is diferent Sorry
- Location
-
- Location
- CORNWALL
- Reviewing
- BT
- Date
- 2018-06-02
- Comments
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Don't bother.
Absolute crap, poor service, slow speed, customer indiference, you are just a number and worthless.
Multi national companies look after high number customers within a small area, like all the big companies, so forget it, if you are not living in London then you are nothing.
- Location
-
- Location
- Yorkshire
- Reviewing
- BT
- Date
- 2016-10-11
- Comments
-
Broadband stopped working a week ago, I logged the fault. I booked an engineer who visited a week later (this was the earliest appointment available). The engineer said the fault was the Hub. I have been with BT for a number of years but in the last year I have had to call them out on 4 occasions. I have been paying for a service that I received in the last year only 76% of the time making a cost loss of £156. When I informed BT that the Hub was faulty and could they send a replacement I was inormed "certainly we will bill you £7.95 postage oh and by the way you can have a cheaper package as then you will have signed a new 12 month contract to get the Hub". I responded that this package was the same as a current Sky deal but more expensive and also why would I want another 12 months of paying for a service that I was not getting? This was met with silience and needless to say I have taken the Sky deal. I am tired and frustrated with Bollywood Telecom's call service and being fobbed off with excuses. What BT should be doing is rewarding loyal customers and not penalising them. Unfortunately I have to give them 1 star to publish this review, I do wish review boards would work on a minus system.
- Location
-
- Location
- Wimbledon
- Reviewing
- BT
- Date
- 2019-03-15
- Comments
-
unreliable broadband that keeps disconnecting and getting hold of someone to talk is next to impossible
- Location
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- Location
- Sunderland
- Reviewing
- BT
- Date
- 2024-02-28
- Comments
-
Aside from the terrible customer service and our internet constantly dropping, BT stole £294 from our bank account via direct debit.
They admitted they were at fault over a month ago but still haven’t refunded the amount. We tried to claim it back through our bank first, but BT stopped this from their end. One member of staff then said they’d paid the amount via BACS, but contradicted himself in the same phonecall, saying this was impossible as we had cancelled our direct debit. They then sent a cheque which bounced, promised another cheque which hasn’t arrived, and have now emailed claiming they paid via BACS again.
The attitude of the staff in the call centre is disgraceful, we have been blamed for their error and it is like talking to a brick wall most of the time. Just when we think we have got somewhere with this, we go back to square one and we still don’t have our money back. At this point, they are thieves who have stolen from a small business.
- Location
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- Location
- Banbridge
- Reviewing
- BT
- Date
- 2020-07-17
- Comments
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Quite possibly the most incompetent and shambolic customer service I have ever experienced! 6 phone calls and 12 hours of being on hold and passed about and we have now moved into our new home a month and still no broadband. They are completely useless! Would go elsewhere except we are still on contract. Biggest mistake ever, wish I had stayed with sky and that is saying something.
- Location
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- Location
- Somerset
- Reviewing
- BT
- Date
- 2022-05-05
- Comments
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Avoid Avoid Avoid continuous low speeds, was put on the best deal for broadband, was guaranteed a certain speed, this was not working for us! Bad connection and very slow, we were offered disks which added to my monthly bill, many more times with the speed being a issue! Rung today with yet more problems! My speed is guaranteed 65 I think! The call advisor was shocked that it was only 2 no £100 cash for continuous issues with speed etc, am not allowed to leave without paying a fee!!! Absolutely shocking service! I can not wait for my contract to end
- Location
-
- Location
- South Wales
- Reviewing
- BT
- Date
- 2017-09-13
- Location
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- Location
- kettering northamptonshire
- Reviewing
- BT
- Date
- 2016-12-05
- Comments
-
this is the worst service I have ever had. I swapped over to bt at the beginning of October. firstly the phone line nor the internet worked even though they did before I changed.
after waiting 2hrs on the phone managed to get hold of someone they said there is nothing wrong but would book an engineer to come out.
1week later an engineer came out said nothing wrong outside and they wanted to charge us £129.
I rang again 1.5hrs later spoke to someone who said they will send another engineer out. yet again no problem apparently .. still no phone line or broadband.
rang again their exact words were nothing they could do.
after complaining they admitted that the line hadn't been switched over !!! this was done 48hrs later and all seemed well.
but 24hrs later broadband went down and guess what still not working 2months later and the official line from bt is nothing they can do.
but they still are charging me for the service.
I am trying to switch again but this is a struggle as the new company are saying that bt are blocking it even though I am paid up to date etc..
if you want to keep your sanity do not use bt !!!!
- Location
-
- Location
- durham
- Reviewing
- BT
- Date
- 2017-08-23
- Comments
-
Completely mis sold me fibre optic broadband last year. Lied about the service altogether. Fibre worked badly for about a month after it went live, I complained. BT assured me it was just till they worked out what my line could handle etc and the service would steady out soon. NEVER happened. Eventually I lost all service. BT offered to send me out an engineer at a potential cost of around £150. Subsequently when i made a complaint they have lost any trace of me ever calling or complaining and are pursuing me for terminating my contract early. When in fact they failed to deliver the service. AVOID.
- Location
-
- Location
- essex
- Reviewing
- BT
- Date
- 2015-05-01
- Comments
-
Terrible broadband, got worse and worse over 6 months until it totally stopped. Que the start of a week of phonecalls to india, struggling in vain to get my point across and being asked to carry out the same trouble shooting steps again and again. Eventually they conceded I needed a new home hub and asked for £45 for the privilege or a 12 month renewal, well that wasn't going to happen I'm pleased to get away. this was the 2 time something like this has happened with BT and I won't be giving them another chance.
- Location
-
- Location
- newham
- Reviewing
- BT
- Date
- 2016-11-07
- Comments
-
just to say
they offer vouchers that never come i was meant to get 2 sainsbury vouchers never happened!!!
try to call them or respond plain ignorance rest assured i will never sign up with them again, not for the service but fraudulent advertisement!!!!
- Location
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- Location
- Leicester
- Reviewing
- BT
- Date
- 2018-12-26
- Comments
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After getting well and truly sick of BT saying 'there is nothing wrong our end' when failing miserabely to resolve the uk's worst broadband ever, I feel this statement really means 'we are still stealing a lot of money out of your bank account and giving you next to nothing in return despite knowing we are breaking our contract'. Our BB keeps dropping every few minutes, can barely stream anything of which in this day and age is a crime given the legitimate streaming services we pay a lot of money for. Yesterday I did a speed test getting 0.7mb but they are charging me for 50mb (nothing wrong our end then eh). After several phone calls and endless tech walkthroughs they literally said there is nothing more they can do and I have their 'refuse' package until July 2019. It sickens me to the core. We have brand new laptops and phones etc and they ALL drop BB frequently (but nothing wrong our end). They even suggested putting a BB signal booster between the BB router and our laptops of which is approximately 5 feet away in direct view? They even suggested hard wiring our laptops so that we have ethernet cables lying all over the living room floor? They make my blood boil and cannot stomach the name BT never mind all the rubbish they spout. Until the day I draw my last breath I will NEVER EVER have their Fisher price equipment in my house again (no offence Fisher price at least your stuff worked!)
- Location
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- Location
- Brighton
- Reviewing
- BT
- Date
- 2016-10-12
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2017-10-11
- Comments
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BT IS THE WORST COMPANY EVER!!!!!!!! THEY MADE US WAIT FOR ALMOST 3 MONTHS FOR INTERNET!!!!!!THEY ARE MAKING JOKES ON THEIR CUSTOMERS!!!!! THEY JUST TAKE THE MONEY AND NOTHING ELSE!!!
Me and my partner called in August at BT to install broadband in our home. The order we made was through telephone and the guy from BT said the order is done, we have to wait 3 weeks to get our hub and everything. When the day came, we didn't received anything. We called BT again only to be told there is no order in their system and we have to wait one month more. I am a student and I need internet everyday and my boyfriend is doing his work through internet so you see how frustrating that is. The people they hire for customer service are not capable to think, they are robots, they just repeat the same phrase again and again. They don't even speak english!!!!!!!! So here we are, after 2 months of waiting for BT broadband, after spending hundreds and hundreds pounds for internet cafes, phone data etc the hub finally arrived. When we finally thought we are going to have internet at home..it is not working again. We call them to see what is the problem and they tell us to wait a few more days because we don't have a phoneline in the house?????? They couldn't even check in their system this major thing???? After the engineer came and solve the problem, we called them again and again only to be told...in final stage that the hub is not working properly and we have to wait 1 more week to receive another one... THIS COMPANY SHOULD NOT BE ALLOWED TO WORK IN THIS COUNTRY!!! IS THIS LONDON????? HOW IS IT POSSIBLE TO WAIT FOR 2 MONTHS AND 2 WEEKS FOR INTERNET????
TRUST ME, DON'T YOU EVER BUY ANY SERVICE FROM THIS DISGUSTING COMPANY!!!!!!!!
- Location
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- Location
- Peterborough
- Reviewing
- BT
- Date
- 2023-09-20
- Comments
-
Worst service ever. Avoid like the plague. Called to move homes on the 11th of August. An engineer was supposed to visit on the 6th of September (new address), the usual 08:00-13:00 five hour wait, no one shows up. Informed the engineer cancelled for no reason and this has been "reported internally." Appointment set up for the 19th of September, initially. Called back, appointment moved to the 11th. Engineer shows up, says he can't fix the problem and another "special" engineer or group of engineers have to attend, says that usually happens in 48 h. No one shows. Multiple calls, promised appointment by the end of the week. No one shows. New appointment for the 19th of September, no one shows. First person says Openreach cancelled appointment, second that BT never sent them the appointment. Third person promises appointment in 2 days or the next day. Appointment booked in three days. Called multiple times again, useless, no one able to help. Called again, appointment confirmed, fed up said I want to cancel my account and my money back, lady tries to convince me this "can't be done," "no one can cancel your account," refuses to put me through to manager. Between all these events, must have spent 10 h of my life on the phone with 15-20 different person from BT, at least three morning waiting for engineers, two of them ghosts. In the meantime, paying for a service I'm not receiving. Absolute scammers and fraudsters. I'd rather throw my money down the gutter than pay them another dime.
- Location
-
- Location
- Reviewing
- BT
- Date
- 2017-06-23
- Comments
-
I have been a BT customer for only a couple of months and I have had the worst customer experience of my life. After signing up for their deal with a usage cap, I was unable to log in to my BT email account because of an error message, which meant I did not receive any emails about my usage. So my bill was £100 for 1 month. After wasting hours of my time on the phone trying to fix my email over 3-4 weeks they have still not fixed the error message. In the meantime I upgraded to infinity and the representative even said to me that it was the end of his shift as an excuse as to why his system was failing to accept my email address format when upgrading! In the end he was laughing at the system because he knew how dumb it is! The residential team even referred me onto the business team to fix the email issue, to which the business team joked back at me saying how dumb the residential team are at referring them on to the wrong team. In the end I have received a total of approximately 10-15 calls from BT some of which took an hour and my BT email is still not working. What a total waste of time!
The broadband speed is ok but everything else awful, avoid BT they will leave you feeling angry and annoyed and helpless.
- Location
-
- Location
- Southampton
- Reviewing
- BT
- Date
- 2016-05-31
- Location
-
- Location
- Reading
- Reviewing
- BT
- Date
- 2018-05-13
- Comments
-
BT have been absolutely awful for the past year, both in terms of wifi connection and actual customer service. We are a group of 4 students and more often than not we cannot have more than 2 of us using the wifi. Their customer service is absolutely appalling and it is very clear they do not care about their customers one bit. They were meant to return after they tried to install the broadband and realised they couldn't not install it properly as they could not access the required room but then never returned. Since then we have reported issues on numerous occasions, and on one of these occasions they said they would send an engineer out the next day, which never happened. When asked about it it turned out they hadn't communicated between themselves and the required engineer. In the past 24 hours we were promised a phone call back at 5pm which never happened, to which our account holder rang them and once again they didn't have a note of this. The man she spoke to said he would call her back in 5minutes which once again, never happened. It is absolutely ridiculous how little they care about their customers and how time and time again they attempt to charge us extra just for them to actually do their job correct. They frequently try to play the "number of devices" card against us but considering the wifi is awful even when there are only 2 of us in the house or if one individual using the internet at like 2am this is definitely not the case. We struggle to access our university website and use articles that are required for our assessments and this should not be the case. Do not go with BT. Last year I was with plusnet, paying far less, with the same number of people/devices in the house and getting far better connection.
- Location
-
- Location
- Worcester
- Reviewing
- BT
- Date
- 2018-03-25
- Comments
-
Never had any problems with our BT broadband. Reliable, very quick and unlimited downloads. Cost was a bit higher than elsewhere but worth it in my opinion.
- Location
-
- Location
- Old Colwyn
- Reviewing
- BT
- Date
- 2018-03-09
- Comments
-
I was recommended BT after ringing a company that would stop my contract with Virgin Media and set up a new contract with BT in my new area (VM doesn’t provide its services in Old Colwyn otherwise I’d have stayed with them) and I have never been so disappointment in my 5 years of living alone. I got told that my tv box and internet hub would be delivered on the 08/01/2018 which it was. And the engineer would be coming out on the morning of 09/01/2018 to install and set everything up for us. On the 09/01/2018 everything was also meant to go live(which it didn’t!!). No engineer turned up but when I opened the boxes, I found instructions that I was to set it all up myself. So I did and nothing. Rang BT to be spoken to like dirt and laughed at because I wasn’t sure if I had done it right. The woman hung up on me so my husband called back the next day as nothin was working still. The kind gentleman apologised and told us that he couldn’t get an engineer out until the following week. Following Tuesday, a young man came out and set it all up for me and left without seeing if it was working(which it was not) so another phone call to BT and they wanted me to wait a further two weeks for another engineer. I told them that was fine but I wasn’t paying for my services for the time I didn’t have them. The guy started shouting at me down the phone and hung up on me, AGAIN!! Two weeks & several phone calls later, someone came out to my house and told me that the box didn’t work and he get them to send out another. 10 days later that turned up and I still wasn’t receiving the services. By this time I’d lost count of how many hours myself and my husband had spent on the phone to BT and they agreed to take money off my bill. SIX POUND was all they could take off my bill when 5/6 weeks into having the contract I had no services. I fought until I was blue in the face and eventually they let the bill go. I told them I wanted to leave BT & they told me it was £700 to cancel with them bc I was past the time line. BY ONE DAY!! They are bullies and their customer service is disgusting. Eventually they agreed I could come out of the contract after I threatened to take them to trading standards!! AVOID JOINING BT AT ALL COSTS. I’ve had to keep my internet contract with BT and I don’t haven’t had a problem since I was guided over the phone how to fix this. But I still wouldn’t recommend.
- Location
-
- Location
- Reviewing
- BT
- Date
- 2015-07-09
- Location
-
- Location
- Bridgwater
- Reviewing
- BT
- Date
- 2017-06-06
- Comments
-
we have Fibre in the village but because we are a mile from that box our internet/broadband is very slow. however we pay the same monthly rental as everyone!
- Location
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- Location
- Rochdale
- Reviewing
- BT
- Date
- 2016-11-15
- Comments
-
I chained from Virginia media to BT fibre in which my change over was meant to be active with BT from 17.10.16 and to this day I'm still not active. My Virginia contract ceased on 31.10.16 which was nearly 2 weeks after my BT services should have been up and running and still not BT service and to top it all off I have a business line in my property for my employment and the incompetence of BT being who they are they disconnected my business line as this was the only live line in the property at the time which has caused me to now have to place a new order to get the business line transferred to who it should have been in the first instance. I have lost money from this major mess up. They claim that they have had a problem with re systems as to why it's taking so long to get my services up and running meaning that they cannot send jobs to the engineers they are British telecom can they not use a phone to communicate like everyone else it would this be too simple. I had an update today regarding the activation of my BT service and was horrified to discover that an engineer had finally been to the cabinet on the street and now says there is not a spare fibre port to connect my broad band they can install new ports to the cabinet but it's a big job apparently in which they have to dismantle the cabinet to do so and this takes up to 3 months apparently to complete so the service I was promised I am no longer getting in which I could have been advised on this over 6 weeks ago prior to me cancelling my virgin media broadband as now I'm left with nothing not to mention having to pay all the BT activation charges and also have a new to Ariel fitted which cost me £130 at the start in which I now won't need as won't have BT tv as all they can offer me now is 4mb per second instead of the 50 I was promised and they say the 4mb will not be enough to get the BT to and the BT sport service that I signed up for. I have had multiple problems from the start of this process and been robbed off time and time again every advisor I speak to tells me something different each time. I would not ever recommend this well known company as they have caused me nothing but problems and issues throughout along with the major inconvenience with the issue with my business line and now I'm thinking of reporting them to watchdog due to the false selling and the bad service they have provided or should I say no service has been provided. Steer well clear from them they just want to take your money and leave you high and dry
- Location
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- Location
- Lincoln
- Reviewing
- BT
- Date
- 2018-08-12
- Comments
-
Very poor customer service as they insist they sent a letter regarding 2018 September price rises.
As I am greater than 30 days since letter was sent I cannot cancel my contract.
This was the same senario the last time BT INCREASED its prices.
Funny how these letters are very in portal but are not sent recorded delivery.
What a joke.
- Location
-
- Location
- carlisle
- Reviewing
- BT
- Date
- 2016-05-17
- Comments
-
after giving bt 15 years of being a loyal customer,i was forced to go part time at work,i phoned them last october to see if there was anything they could help me to reduce the monthly cost,they reduced my account by £10,i have now been made redundant and need to move away from my place and live with my brother and sister in law,i phoned bt yesterday to stop my service,and they are charging me £113.27 until next october,they said i changed my contract,when i get my own place and get on my feet again,i will never ever use bt again for anything
- Location
-
- Location
- BARROW-IN-FURNESS
- Reviewing
- BT
- Date
- 2016-09-21
- Comments
-
BT service is very good, however they try to get you to sign up with vouchers for £100 and £50 which they do not honor. Don't know how they get away with this deception.
- Location
-
- Location
- Ipswich
- Reviewing
- BT
- Date
- 2022-02-25
- Comments
-
Like another reviewer I left BT about 5 years ago as I found their call centre support abysmal.
This time I was looking for a supplier who could deliver Fibre to the Home ( this had recently become available but my current supplier did not offer this).
After shopping around I decided on BT) as they offered my a very attractive deal for 500Mbps with voip (we needed to retain our landline number). I placed my order on a Friday and they replied with a detailed schedule of all work (external works, delivery of router and included VOIP handset, and internal works/commissioning.
All went to schedule and the service went live 2 1/2 weeks later. The speed of the service is exactly as quoted ie 500 down / 73 up. Even the VOIP service was live before the Openreach engineer had packed his tools away.
The field staff and the call centre people could not be faulted.
The My BT app is very good also.
It seems to me that BT have transformed their business processes.
- Location
-
- Location
- Manchester
- Reviewing
- BT
- Date
- 2017-12-23
- Location
-
- Location
- Leeds
- Reviewing
- BT
- Date
- 2022-05-11
- Comments
-
A complete false start. We opted for a new aerial and explained that we live in a 3 story house. Their engineer came out and informed us that they couldn't fit an Aerial and would have known that had they been informed by BT, which they weren't. BT's response was that I Could either pay for it to be done myself at a cost of £360 or they could just cancel the TV part of our package. No effort at all to find a solution, no empathy at all and the ownus put on us to find a solution. We ended up staying with our current provider.
- Location
-
- Location
- Lancashire
- Reviewing
- BT
- Date
- 2015-12-26
- Comments
-
Customer service is appalling. Customer services are farmed out to India who are generally unhelpful. After 2 months I gave up trying to get my e-mail set up and got an outlook address instead. They still send e-mails to me at a Google address which I don't use even after telling them that they were using the wrong address. As soon as my contract expires I will be moving to an alternative provider. All in All BT should be avoided
- Location
-
- Location
- St. Ives
- Reviewing
- BT
- Date
- 2015-02-03
- Comments
-
BT package is Infinity 2 Unlimited and (calls £7.50 a month) Since starting this package on 8th January broadband has been around 12 times today 3rd Feb. The broad when working is down to a download speed of 0.03 Mb/s which is worse than the old dial up and you can't use it. Avoid BT like the plague.
- Location
-
- Location
- Kent
- Reviewing
- BT
- Date
- 2023-04-13
- Comments
-
We have had no phone and no broadband since we joined BT in March.
We have spent hours fruitlessly seeking support.
No engineer has appeared for an agreed appointment on 3 occasions.
We can sadly confirm other reviewer's experience of BT as incompetent, dishonest and unreliable.
AVOID.
- Location
-
- Location
- Ashford Kent
- Reviewing
- BT
- Date
- 2014-07-22
- Comments
-
When BTMail started, I lost all my email addresses on MacMail, I contacted BT on 3 occasions and spoke to BTIndia.on all 3 occasions it ended up after they had read thru their sheets with failure. I have paid my line rental for the year so would lose this if I try to move to another ISP.
I was told it was a problem for Apple which is rubbish and that I should pay £35 and talk to them. Lately I got Sky TV and although I have Infinity it still takes up to 20 minutes to download a one hour programme if you try to do it at 5pm
I am waiting to see what they do next. Maybe it will be someone in the UK!
- Location
-
- Location
- Holyhead
- Reviewing
- BT
- Date
- 2017-09-03
- Comments
-
Been with BT for years. I got bt tv installed last year. BT used a 3rd party contractor & second tv with youview has suffered heavy pixellatio for most of the time. Difficult to contact & Indian call centre staff preoccupied with telling you there is a £130 attendance charge despite it being there fault. So far two attempts to rectify have failed & l have had a desultory refund of my second youview box rental charge for the last t months. Enough is enough. If it's not fixed soon l will be off back to Sky. They might cost more, but at least their tv service works & their engineers are properly trained.
- Location
-
- Location
- Bognor Regis
- Reviewing
- BT
- Date
- 2016-12-02
- Comments
-
I have the highest level of broadband Infinity and the latest Hub 6. The service is very expensive, with prices rising at least twice a year. The broadband drops out whenever ther is the slightest storm, wind or rain. TV advertisements are usually dishonest and deceitful, making outrageous claims as to coverage and reliability. 'Deals' are offered to new customers only with no regard to loyal customers.
Would advise anyone to look elsewhere as BT offer a poor, expensive service with little respect of customer loyalty.
- Location
-
- Location
- Bradford
- Reviewing
- BT
- Date
- 2018-05-30
- Comments
-
Once more we have no phone or internet. Last month it was off for 5 days. We have had continuous problems for the past 3 years. 3 New routers several engineers visits and they still cannot sort it. Rubbish service. Now another 2 days before back on. Not happy at all. Will not be having bt when we move
- 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.