3,590 Customer Reviews over 90 pages
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- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2014-06-16
- Comments
-
We've had telephone lines and broadband installed at work. BT are appalling to deal with. The first engineer, a gentleman with a Chinese appearance was very good, staying late into the evening to get lines connected but we needed another line installed into the building which he was not trained to do,. Along comes another engineer who looked at what was needed, decided in 2 minutes he could not do it, walled off and told his boss he was unable to get access to our office suit-a complete lie, the next didn't even knock on the office door, he just said he could not get access. Then we were to have 3 lines going to one phone number but at present 1 line goes to that number so if we are on the phone no one can call us. The salesman now doesn't answer emails or call. So here we are 2 months on still without the correct work and without anyone having a care about it. Any suggestions on how we get BT to do the job they said they could so?
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2014-10-23
- Comments
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Worse company to ever have any service from. had to check my bill monthly as I was being over charged. Customer service was awful. Would not recommend anyone to choose BT.
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2016-11-09
- Comments
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The worst customer service that I have ever experienced.
I was with BT for about a year, I canceled my contract early because I was moving to another country. I was told that it would cost £74 to cancel my contract early but they ended up charging well over £100. They also overcharged me for several of the months that I was with them. When I was eventually able to get in touch, they kept avoiding my questions about the charges. I emptied my bank account so that they can not take any more money from me, since then they have reported me to a debt collection agency.
STAY AWAY FROM THIS COMPANY
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2015-02-20
- Comments
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All we wanted was a simple switch which required a new hub and a youview box and an engineer to conection so in order here's what happened
1) the hub was delivered to our address but addressed to my mum who died in 2008 and should not e on the account
2) the engineer went to our old address where we haven't lived for 7yr
3) billed us for a youview box that was with the engineer who went to our old address
4) after dealing with their Bangalore call centre and being promised a call back twice funny never happened
NOW BYE BT HELLO SKY they have now also lost my dad and brothers as customers as delivering items addressed to my mum has so badly upset us we are all going g with divergent providers
- Location
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- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2014-05-10
- Comments
-
I would love to be able to comment on the speeds but nearly 4 months later I still don't have Bt Infinity... due to all the 'terrible weather' of late there has been many delays on pole work is all I seem to hear at the moment.There's delays and then there's outright neglect....4 months??? What other company could get away with this... oh and not a single mention of compensation for any of this, seems like they don't want to take any responsibility....Very fed up.
- Location
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- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2014-11-04
- Comments
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Constantly being harrassed by a 3rd debt recovery company employed by BT after satisfying the first 2 companies that the disputed debt is not valid, basically I cancelled via telephone last November and was billed for several months after. Written two letters directly to BT. No response.
- Location
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- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2015-02-03
- Comments
-
I am trying to watch the FA cup reply Manchester United V Cambridge online, which would have been the pinnacle of my day and would have been a source of entertainment. But to my disappointment and annoyance the website remains half an hour after trying to login, at the login page. I had to receive the score through my friend, who is also irritated, frustrated and pissed off. I think it would be fair of you for the loss of my time and causing me emotion distress, to recover the costs of my displeasure with a Ferrari, preferable a red one. I hope you will sort this out and have back-up measures in places, to avoid this recondite in the future and a Ferrari would not have been given to me. Yours Faithfully, angry, deprived football fan.
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2017-09-27
- Comments
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Much like the many reviews on here - Abysmal service.
The broadband has stopped working at my house. I've spoken to BT 12 times in the last week and they still haven't been able to resolve my issue.
Been told the Hub is broke and I should buy a new one. (Their words! they wouldn't send me a new one due to contract issues even though been a customer for over 10 years). The new one I bought didn't work. Rung them again. Was told it has nothing to do with the hub and it's an issue in the household. Will send an engineer on Tuesday. I booked a day off work. The next day I was told it was not internal but an external issue. They sent the engineer and Proclaimed it was fixed. It clearly wasn't. Rang again. On hold for 45 minutes. Cut off. Rang again. Was promised a call back. No call back. Rang again. They told me it should be working. No. Rang again. Cut off. Rang again. Told me it was an internal issue! Said they couldn't send an engineer out til next week.......I give up.
Would be quicker to train as an engineer and fix it myself.
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2017-08-28
- Comments
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Absolutely rubbish service for their customers.I got 2 phone lines for my business which we transferred from other companies and after everything BT said less then £30 per month but started sending us over £100 per month and they can't change it coz they trapped us in a contract.Never ever again in life.
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2009-08-07
- Comments
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The response from BT is good, but you are talking to somebody in India, although they are always polite and helpful, it is sometimes hard to understand them, I was told I could achieve up to 5megs if I went with BT, for months I never got more than 485 kbps downloading, I tried every way to try and improve the speed myself, but to no avail, I bought and fitted an Iplate, but got no improvement, I have spent endless phone calls to the BT help desk, they have eventually got my speed up to just over 2 megs downloading and around 450 kbps uploading,
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2014-07-15
- Comments
-
Bt is slow expensive not reliable dont get it you will be ripped of I had to pay 365.59p for cancellation fee f that I normally pay about £45.00-£60.00
- Location
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- Location
- Upminster
- Reviewing
- BT
- Date
- 2017-03-27
- Comments
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I never review companies but have made an exception for BT after a 5 week long battle and 36 phonecards I manged to achieve an Internet connection for 10 days before they tried to charge me £118 for my trouble!! I attempted to leave them and was told I would have to pay £200!!! Then they disconnected me for refusing to pay a bill so high for 10 days service. I rang and argued it and had an extension agreed to April to allow time to contest such a high bill. Just come home and found out they have disconnected me again. They refuse to put you through to a manager. They've promise to escalate my case to a special team then I end up back in the loop of customer services who have no authority to help!!!! Never had such terrible service. AVOID AT ALL COSTS!!! I've taken to the time to review so no other poor person has to suffer such an inadequate rubbish service!!!!!
- Location
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- Location
- Upminster
- Reviewing
- BT
- Date
- 2016-09-03
- Comments
-
Can't believe the difference, suffered BT broadband for about 10 years, now have basic sky, everything work as it should
- Location
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- Location
- Uttoxeter
- Reviewing
- BT
- Date
- 2018-02-09
- Comments
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I put one star because I couldn't choose none. Absolute rubbish. Don't do what they say, don't deliver. In a new build, still no land line since September (5 months now) and no Internet since December (2 months) and we are still paying... A few engineers came to fix the broadband and connected us to the network of our neighbours to finally remove the connection as not set-up correctly. Still awaiting for some update, they cannot be bothered to tell us what is going on. Simply the worst customer service I have ever seen. I couldn't care less that they understand how frustrated it may be to spend hours on the phone to simply get an update. Stay away!!!!!!
- Location
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- Location
- UXBRIDGE
- Reviewing
- BT
- Date
- 2018-03-10
- Comments
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very bad at everything, never tell you the truth. nobody helps with your problem. THEY ALWAYS OVER CHARE, SO IF YOU CHECK YOUR BILL THEY WILL KEEP ON OVER CHARGING. WE WILL NEVER RECOMMEND.
- Location
-
- Location
- Uxbridge
- Reviewing
- BT
- Date
- 2018-06-13
- Comments
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BT customer service is rubbish. I have been without email for almost 2 weeks, have spent hours on the phone over the past 10 days speaking to one call centre or another and been fobbed off each time. Just do what you promise - if you say you are going to resolve my problem and call me back at a specific time then do it! I still have no email after speaking to yet another ‘help’ line person this afternoon who told me there was a problem, I am aware of this but no one seems to know what the problem is or how or when it can be resolved. I am waiting in again for yet another call tomorrow which may or may not happen; if it does then I am pretty sure that my problem will not be resolved. I am paying for a service that I am not receiving and this is unacceptable- do not use them! I have put my email in so that I can submit this review but it is not working - ask BT why!
- Location
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- Location
- Uxbridge
- Reviewing
- BT
- Date
- 2016-10-21
- Location
-
- Location
- Uxbridge
- Reviewing
- BT
- Date
- 2015-02-12
- Comments
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I am ex BT. When India starting controlling our install & mtce work it all went downhill overnight. When we had Ifinity2 upgrade an ex Railway guy who had worked for BT for 6 weeks did install...did not understand how to reconnect extension wiring to new master linejack..ha ha ha..
Feel really sorry for all BT customers. Service now is terrible.
A few managers I had were diamonds,
the rest completely useless.
- Location
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- Location
- Vale of Glamorgan
- Reviewing
- BT
- Date
- 2020-02-06
- Comments
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I've had issues with their broadband almost from day 1: speed, reliability, dropping out, buffering.... Speaking with customer services is soul-destroying. They are rude, unhelpful and will not accept responsibility. Avoid avoid avoid.
- Location
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- Location
- W Midlands
- Reviewing
- BT
- Date
- 2022-09-06
- Comments
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So, this is my 2nd BT Review in 3 days. After having been told by BT on Friday that I had been listed as a ‘priority’ and my line would be restored on Monday - nothing, no update, just BT silence. This is now the 3rd occasion we have been told we are a priority since we lost network 11 days ago. So, I am expecting BT to respond to this by saying visit their FB or Twitter link and they will help. I did this Friday about 1700 hrs - at approx 2300 hrs we had got to the stage of some BT geezer asking what colour was my hub showing - he might as well of asked what colour the missus knickers were that day because their is no intent from BT to resolve customer complaints. All I want is my line restored after 11 days of total inactivity. Avoid BT at all costs and don’t get sucked into their private DMs as they have no intent or expertise to resolve simple connectivity issues. There are more professional telecom companies out there
- Location
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- Location
- W13
- Reviewing
- BT
- Date
- 2022-11-29
- Comments
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It had been, & continues is to be nothing short of a NIGHTMARE
Problems w set up, problems with billing , problems with communications , or lack of I should say.
22 calls later 10 months into my contract , my internet has gone down, for the third time.
Unfortunately v sick. Had two medical video calls & live alone. Missed both. Spent 2 Ho at in phone yesterday ,
PROMISED ab engineer would att bd today. Again they did not . Three calls later , just been told “not much we can do” by a manager who had assured me would have no further problems & to call him if In did - Damian Gormely.
You know when you’re in a crisis - BT are the li f of company that make it a whole lot worse, every time .
PLEASE PLEASE THINK TWICE before you decide on BT, the “excellent communications service “ promised is a joke - they do not communicate AT ALL w each other and mostly the customer . They LIE, most first contact staff are rude , unhelpful .
I HAVE BEEN TREATED INHUMANELY LIKE I AM THE ENEMY
To the day I have been unable to log into online account due to a fault their end for which they penalise and punish ME
- Location
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- Location
- w2 3tp
- Reviewing
- BT
- Date
- 2014-09-28
- Comments
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Absolutely appalling service since recent change.. Spent a long time composing an email this morning as tricky only to have it erased for no given reason as timed out. Totally unacceptable.Any recommendations for better service. Can't be others worse.
- Location
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- Location
- WA13 9TE
- Reviewing
- BT
- Date
- 2018-04-15
- Comments
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Paid for Fibre broadband and still slow and patchy - very frustrating service
- Location
-
- Location
- Wadebridge
- Reviewing
- BT
- Date
- 2017-01-11
- Comments
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Not good
- Location
-
- Location
- Wakefield
- Reviewing
- BT
- Date
- 2020-11-17
- Location
-
- Location
- Wakefield
- Reviewing
- BT
- Date
- 2023-02-28
- Comments
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i have been with BT for many years and my bill is going up by £5.16 a month due to the CPI 17%! This is a real kick in the teeth when we are all struggling with the cost of living.
Unfortunately i'm stuck in contract until 2024 and will not be renewing.
- 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
-
- Location
- Wakefield
- Reviewing
- BT
- Date
- 2018-01-31
- Location
-
- Location
- Wakefield
- Reviewing
- BT
- Date
- 2015-03-31
- Comments
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Dear BT - wake up we are in 2015 and you are supposed to be a communications company
Just had 8 days of no broadband many phone calls and texts between myself and BT and the broadband is back on well done BT however ...........
BT accepted they made a catalogue of errors inculing mis communication between internal departments and me the paying customer , they accepted the fault was at the exchange and should have been identified immediately, they accepted they failed to call me back when they called from india and the call got cut off , they accepted the BT staff (except the engineer that fixed the fault) needed more training and had not done their jobs correctly , they accepted that if they were in my position they would be completely dissatisfied with the service and wait for it ...... In lite of all this i was due some compensation ........ Yes a whole £15 Wow i said lets go and party ! Or i sugested the BT staff came and worked for me for 8 days for £15 and this would enable them to unerstand a customers point of view - SO BT you have a long way to go in customer service and communications dealing with you is like dealing with an automated tarot reading machine yes keep putting the money in and she will keep giving you cards containing lots of false promises ! Well done !
- Location
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- Location
- Wales
- Reviewing
- BT
- Date
- 2019-11-28
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2017-05-20
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2015-08-28
- Comments
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Do not change houses with BT. Ever! By far the worst customer services and installation team that has ever existed. Nobody has control of the process and they will not provide any compensation for loss of broadband service when reinstalling is delayed. It took them 2.5 months to change over our broadband.
- Location
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- Location
- Wales
- Reviewing
- BT
- Date
- 2015-10-05
- Comments
-
Had a poor experience today.. In July my 82 year old mother wished to upgrade her internet to "unlimited", sadly she mistakenly updated (by phone) to "unlimited Infinity 1 broadband", which she definitely did not require since standard broadband speeds are fine where she lives in the south east of England. A friendly call to BT today to explain the honest mistake essentially fell on deaf ears since the contract "14 day cool off" period had expired. There is some dispute if my mother had received the confirmatory email from BT at the time, where we might have been able to rectify the mistake in time. As a result my mother is locked in to an 18th month contract and paying around £130 extra than she needed to over that period. BT tried to convince me to accept that the dispute was "resolved"... which it certainly is not..I may or may not take this further with the ombudsman. The take home message is ...Technical aspects of computers can be rather confusing to some, I personally will be paying more attention to my mother's internet contracts in future.. I am with BT as well and have generally been happy with their service until now.. However because of their intransigence today I intend to take advantage of current offers from other providers ASAP...so they will lose me as a customer for a while.. what a shame you could not be more reasonable and flexible BT.. hence a poor rating from me.
- Location
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- Location
- Wales
- Reviewing
- BT
- Date
- 2022-10-19
- Comments
-
Trying to get an install date is frustrating. Been let down 3 times. No communication, they just don't turn up. Spoken to some very unhelpful people who in the last ones words said 'It is what it is'
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2016-11-16
- Comments
-
Had bt boradband and have had nothing but problems with it since the beginning...slow connection and when i am connected to wifi it drops out and re connects which is very annoying. Bt sent me a new router with no improvemement. Bt say they wont guarantee a wifi connection so Im left with very poor internet even when im stood next to the router!
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2017-10-04
- Comments
-
I've never written a bad review before, but honestly this whole saga has caused us so much grief I had to. BT have been the most incompetent company I have ever had the displeasure to deal with.
We called up when moving house to upgrade to high speed fiber and set up the new address, we were told there was an available line and calling in advance we would be ready for moving in day.
This date came, nobody arrived and upon calling we were told the line was unfortunately in use, informing us they can't kick off the non existent other person so we have to pay to install another line and had to wait for an engineer. They told us the date we were supposed to be set up and even received a confirmation text that our engineer was arriving.
Seeing a BT van on the road with a man looking confused I went outside and spoke to him. The engineer was only there to install a line outside, I spoke to this man who was confused with conflicting information and after several calls it turns out we hadn't been informed our account was on hold, despite confirmation that day and they had the wrong property details due to the initial person who set us up writing our details incorrectly. Since the engineer was here he checked and the line which was apparently in use was perfectly fine and only needed to be turned on. He also informed me that if someone had left the line open they can infect kick them off, he had no idea why I was told that and he didn't understand why BT hasn't just turned our line on.
When calling up to sort this issue we were told we had to wait a further two weeks so they could send out an engineer to turn the line on. Two weeks past, nobody arrived.
We called up to sort out the issue, we were promised a months free broadband for our troubles and told they didn't even have an order for another engineer, and would have to wait until tomorrow so they could find out what was wrong.
We called back tomorrow to sort out the issue, they told us they never give compensation and cannot authorise a months free broadband. They told us we could intact get an expidited engineer as we have been waiting so long.
Nobody came, we rang up, they informed us the order for an expidited engineer was rejected, despite recieving confirmation. They put in another request and we had to wait a few days again.
Of course this was then rejected again, we were informed expidited engineers only get out through if the delay is their fault. Which it was. The customer service representative apologised but said the earliest we could get set up was the 7th of October. We put our application in on the 18th of august. We respectfully asked if we could cancel our order and moved to a different service provider, plusnet.
We receive a bill for £500 early cancellation fee of the broad and
I we never got to use. We call up and they agree it must be an error, which is still to be rectified as we are still recieving bills.
Our plusnet was supposed to be turned on today. We call up, and it turns out BT have disconnected our line! You've cost myself and my partner a fortune in mobile data & stress. Thanks BT. BRILLIANT SERVICE.
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2016-12-01
- Comments
-
Living in an area where we have a BT only exchange we have limited choice of supplier.
Whilst the broadband has-been largely reliable and reasonable in speed when there have been problems it has taken hours and hours talking to customer services being kept waiting and passed from one department to another. I cancelled my mobile and they continued to charge me! Then I recently cancelled my home phone and broadband, despite emailing me to confirm this they again continued to charge me for a service I was no longer receiving!! Taking money from my bank.
If an individual did this it would be deemed theft.
In both cases it involved hours of calls to resolve, something I will not miss. Until they have decent customer services I could not recommend them.
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2016-04-20
- Comments
-
I cannot put across strongly enough how many problems BT have caused through a simple telephone system office install, not to mention the extreme costs quoted by inexperience's representatives.
No care in the world for any downtime for our company or cost and time taken to fix the problem that were created needlessly after multiple conversations about the same thing.
Internal accounting processes are shocking and everything promised or anything amended goes wrong (I mean EVERYTHING). Not one representative that visited us knew what the plan was after a total of 6 x meetings and multiple engineering visits. The wrong equipment was supplied for which we were charged after advising multiple people BT;s end about the incorrect delivery. Delays of over 2 months for office renervation all down to BT and lack of planning.
Very unprofessional as a whole and not impressed at all, will be pulling plug on BT as soon as i am able.
I will never be using BT again for commercial or private use out of principle - Terrible service! - DO NOT USE
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2018-05-23
- Comments
-
I HATE BT SO MUCH!!! Its so slow and when the Bt man came to my house to check the speed he made it even worse. Its a massive waste of money and I would recommend you to never ever use your money on Bt because its trash!!!
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2023-11-04
- Comments
-
Even though my tech support experience with BT was a week ago it makes me angry to even think about it again and write this review, but people need to know how atrocious the tech support experience is with BT, so buckle up.
I had an initial engineer visit who identified a broken fibre component on the telegraph pole in the street. Another appointment had to be arranged for an engineer with a cherry picker van to reach the top of the pole - fine, BT booked this for 2 days ahead.
Fast forward to the day and I wait around all day for the engineer and they never show up, and I get NO notification or cancellation message. I call BT and managed to talk to someone who gave the usual platitudes and apologies and they book another one for ANOTHER 2 days ahead. Guess what happened?
NO ENGINEER SHOWS. NO NOTIFICATION OR CANCELLATION MESSAGE.
I decide to check the BT fault portal and it just says I told them the fault was fixed (I did not) and the appointment was cancelled. By this point I am furious, I have been lied to and had my time wasted again. I try to call BT again to find out what is going on and their tech support line now completely denies you any possible way of talking to a human, and it simply auto hangs up after a message and a text bot spams you saying it is doing some tests, (which are pointless because we're past that stage of problem resolution), and just BOOKS YOU ANOTHER appointment. I had to take a timeout at this point, I'm generally a pretty chill person but I have hit 10/10 anger/frustration.
After composing myself I try to find another avenue to talking to a human to get an explanation of what has happened, and some confidence that an engineer will show up.
I end up finding the web chat as an avenue to talking to a human. This process was also painful, having to reiterate the timeline of the issue with the customer support reps taking 5+mins for each response, and getting switched between 3 reps was tiresome. After an hour on a web chat, we get the booking for the engineer and their promise that the appointment is definitely confirmed and will happen.
Nobody offered an explanation for what happened with my previous 2 appointments, I had to get escalated to a manager and he eventually revealed that BT make appointments with Openreach and give them to the customer WITHOUT ANY CONFIRMATION FROM OPENREACH.
So in my case
1: An appointment was made by BT with Openreach
2: BT gave me the appointment date/time
3: At some point Openreach denied the booking with BT
4: BT didn't think to inform the customer and their shoddy automation just marked it as ME closing it.
Truly. Mind. Boggling.
During the webchat I raise a formal complaint, all this turned out to mean is I get an automated text saying
"We raised a complaint and agreed to keep it open until we resolved your query. If your problem has now been resolved, please reply CLOSE. If you're still experiencing problems reply HELP or call us."
That's not dealing with a complaint, that's dealing with a fault. Oh and you can't even reply to the text because it's a short code SMS :facepalm:
Embarassing BT, it sounds like some executive was hired who just heard that all the cool kids were automating stuff so they decided to force automation into every aspect of the platform without spending the time and effort to get it right.
So as a potential BT customer do yourself a favour and choose literally any other broadband provider. I've never in my life dealt with such incompetence from a tech support platform. I'm switching to Sky when my contract is up, BT could offer my entire 2 year contract for free and I would still switch because the stress is not worth the money.
- 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.