3,590 Customer Reviews over 90 pages
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- Location
- southend on sea
- Reviewing
- BT
- Date
- 2016-06-15
- Comments
-
Infinity 1 installed on Friday. Over the weekend had problems with access and internet stability. Phoned help desk and was told it takes 48 hours to settle but they would monitor my line. Phoned again on Tuesday because the problems persisted. Connection speed 5Mbps. Told that my order was still open which could cause slow internet and that someone would phone me. Phoned again Wednesday as no improvement and no phone call as promised. The help desk put in a fault and said they would monitor the line. I told them they had promised that on my first call but their records did not reflect that. Also no record of the promise to phone me. I now have to wait for a call within the next 48 hours to let me know what they are doing to fix the problem. I am willing to place a bet that they will not phone me. I told them I will not be paying for the internet until it performs as advertised.
The advertised offer also CLEARLY stated BT SPORTS with BT infinity 1. After installation I was told it was only BT SPORTS LITE and if I wanted BT SPORTS I would have to pay an extra £5 per month.
I deeply regret changing my internet provider and will cancel my BT contract if they fail to improve service.
- Location
-
- Location
- West Sussex
- Reviewing
- BT
- Date
- 2017-09-20
- Comments
-
Avoid BT, unfortunately, during a move of house I wanted a better wireless router and used the opportunity to move to BT. The Smart Hub 6 is the worst router I've used, I've had three of them and they reboot at least twice a day, not great when streaming my TV via the wifi. I got a Hub 4 and the reboots never occurred, but the signal was awful due to the very low spec of this.
The BT customer service experience was horrendous, clueless and all they ever wanted to do was run a line test, despite the fault clearly being with the router. Every call with them was at least 45 mins, same crap on every call.
Still trying to break out of my contract due to the poor service, will never use BT for any service again.
- Location
-
- Location
- Tamworth
- Reviewing
- BT
- Date
- 2017-01-25
- Comments
-
BT ARE A JOKE
The worst company to deal with, appalling customer service. Staff that havent got a clue.
2 months to get a line and the 3 months to fail to port a number and then say you need to wait again!!! and they dont care!! speak to them and its different every time.
If you are a business DO NOT go with BT, they will loose you customers, orders and Buisness. If you are with BT good luck!!
- Location
-
- Location
- Holmfirth
- Reviewing
- BT
- Date
- 2017-09-06
- Comments
-
I was lied to by 5 different people about my router being dispatched, I am now 10 days without any internet and still no router in sight. I cannot comment on speed or reliability of the actual service - I wish I could.
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2016-07-09
- Location
-
- Location
- Exeter
- Reviewing
- BT
- Date
- 2014-04-11
- Comments
-
It was all great for about 3 1/2 years, and then we began to have problems. I believe this was in no small part to your "upgrade" of the BT Vision service. What a disaster! As well as BT Vision service developing problems, our Broadband service began to drop out frequently. Having requested a new BT Home Hub for weeks (as it was clear we have a Broadband problem for months) a nice sensible lady, Bandita, has at last agreed that we must have faulty a Home Hub (Version 2.0 from 2010), and is sending me a new one. Too late dear BT, I have signed with Sky having complained to you on numerous occasions about the Broadband service AND the BT Vision service, to no avail. Whilst BT, last week, upheld a complaint about the wrong advice I was given by BT over the telephone (BT complaints having listened to a record of a conversation I had with one of their "advisors"), BT refuse to make any offer of compensation. Well, dear BT, I guarantee you are going to either spend a great deal of time, and/or pay me at least £60, as I'm taking my complaint to your regulator. BT have failed to provide the service that I have paid for, and have failed to train their team of advisors sufficiently to deal effectively with issues from customers. I have spent many hours in total on the telephone to BT, politely trying to get you to do something. I would much rather have spent my time doing something more productive. BT - you should be ashamed of yourselves!! I'm glad to leaving you.
- Location
-
- Location
- Bude
- Reviewing
- BT
- Date
- 2019-04-27
- Comments
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Constant low speed or no internet at best 0.13 mb download and 0.03 mb up load.
- Location
-
- Location
- Harrow, North London
- Reviewing
- BT
- Date
- 2009-09-09
- Comments
-
My line is ADSL2+. I am 850 meters from the exchange. The internal wiring in new. I am getting 750kbps downstream.
- Location
-
- Location
- Barnet
- Reviewing
- BT
- Date
- 2017-08-16
- Comments
-
Shocking. Cuts off every other second. Avoid at all costs.
- Location
-
- Location
- West Sussex
- Reviewing
- BT
- Date
- 2014-11-29
- Comments
-
I have BT's best for around here, 80 mbps. I'm lucky to be very near the cabinet and I actually get close to that speed, 74 to be picky. I did however have some problems in the months following it's installation, with speed. It would drop by 50% or more every 3-4 days and required a reset of the router to fix it.I noticed that it never dropped below that speed. I got fed up and suspected that BT were taking the Michael; charging me for 80 and supplying 35. Let's face it most people wouldn't notice! I complained about this and got a phone call telling me the line was fine and the problem was "static electricity build up on the router" and that I would have to continue to do a reset when speed dropped. What sort of modern equipment would be susceptible to that? I guess he was reading from a crib sheet. HOWEVER since my complaint a strange thing has happened. Not once since, and it's more than 6 weeks now, has the speed dropped. Not once! Static build up my derriere!
- Location
-
- Location
- Devon
- Reviewing
- BT
- Date
- 2015-10-24
- Comments
-
First experience with BT - oh dear! After calling to find out why downloads were only running at .383Kb when the line tested at 7.9Mb I discovered that their 'BT Desktop Help' does not work with Windows 10. Love chat then took 20 minutes to connect after showing a wait time of 4 minutes and when I conversed with the agent their use of English was poor and their technical knowledge almost zero - I was even asked at one point to delete a Windows system file. A follow-up call established that they already knew about the Windows 10 issue but again the agent was difficult to understand. I was asked to reset the router with no regard to interruption to online services that were currently running - and all this on the same line that has worked without problems for 12 months with another provider using the BT infrastructure. Appalling.
- Location
-
- Location
- Leicester
- Reviewing
- BT
- Date
- 2016-12-08
- Comments
-
Okay, 8 years with BT no problem. Really no problem.
Decided to move and spoke to an operator who stated.....just plug in at your new address and we'll call you....no call.
Called BT and spoke to a call centre.
After getting through the menu I spoke to a male who stated i'll put you on hold a minute....another male came on the line and asked me the same questions the first guy did.
What happened to the first guy I asked 'Sorry sir...I don't understand you' Then I was put on hold and disconnected.
next call...disconnected after security q's.
next call I spoke to a female who must have though I was quite stupid...is it plugged in??
Okay sorted....after 30 mins on line.
Then angrily called Customer Services.....cut off again.
Next call to CS....'we don't have the facility to cut you off'
....yes you do! you keep doing it.
Not sure if BT want my business or even care...disgusting behaviour and pure incompetence.
- Location
-
- Location
- Scotland
- Reviewing
- BT
- Date
- 2022-11-02
- Comments
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It is 2022 and the best they have to offer is 1mbps download speed. There are villages in Africa with no clean drinking water that have better wifi than this. Stay as far clear of them as possible.
- Location
-
- Location
- Ayr
- Reviewing
- BT
- Date
- 2016-11-07
- Comments
-
For 6 months I have had issues with my broadband dropping out and wifi being unable to stream videos. Have wasted hours of my life on the phone to BT but cannot get by the call centre who are hopeless and keep telling me they have remotely solved the problem, then the same thing happens again.
When it works it is fine but the gauge of a company is how they respond to problems and BT have sadly failed.
- Location
-
- Location
- Kent
- Reviewing
- BT
- Date
- 2023-02-03
- Comments
-
Dire. WiFi keeps dropping out, sometimes 4 or 5 times a day. Engineers been out 3 times but still failed to resolve problems. Contacted customer services and complained to CEO for compensation, but apparently this is all perfectly satisfactory and not entitled to anything.
My advice - avoid BT like the plague and go with a reliable broadband provider.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2015-07-30
- Comments
-
Wanted to swap from Business broadband to BT Infinity...1st call got me transferred to 4 different people before he said if we get cut off ill call you back on your mobile, call got cut off and no call made to moble.
2nd call got transferred to a home number
3rd call got me transferred to another home number
4th call to a different number took me so I was miffed and wanted to cancel altogether, she said she couldn't cancel it as I didn't have my account number to hand, when asked to speak to a supervisor she said no you will need to ring back (probably to her again)
I will just cancel the phone bill with the bank and wait for the phone call from them
- Location
-
- Location
- Woking
- Reviewing
- BT
- Date
- 2016-02-17
- Comments
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I've been with BT for 23 years for phone and took out BT broadband in 2013 when it came with "free" BT Sport. Last year they started charging me £5 a month for this "free' service. I tried to cancel it on their website only to go round in many loops and circles before finding out that its not possible and you have to call them - shoddy tactics.
I called to cancel it. Was told I'd have to pay next month's charge anyway as it's 30 days notice. Waited 15 minutes on hold to speak with a supervisor only to be told that they'd call me back. They did - would not budge (I later found out t that Ofcom had told BT to refund customers who asked for this which they had been doing).
He got a sales person to call me to give me a better deal to make up for it. I was offered £10.85 instead of £18 for broadband. I said no on the basis that they are offering the same to new customers for £5 pm. Pretty insulting offer really and they clearly don't care about customer retention.
- Location
-
- Location
- Winkleigh
- Reviewing
- BT
- Date
- 2009-08-19
- Comments
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A disgrace, being led to believe a given speed. And finding out out that the claims is nowhere near what was said. legealised fraud.
- Location
-
- Location
- New York
- Reviewing
- BT
- Date
- 2017-07-11
- Comments
-
igYdBs This is a really good tip especially to those new to the blogosphere. Brief but very precise information Appreciate your sharing this one. A must read post!
- Location
-
- Location
- Lonfon
- Reviewing
- BT
- Date
- 2023-08-04
- Comments
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I would not even give a single star to BT as its been a horrible service with the customer care and sales support team members. We have been promised with a temp router until the BT main hub activation happense (which effectively is taking forever), which we everytime call them and they say they cant see any order being placed.
I dont know whats going on with BT service that every other day we call and the customer care ends up placing a new order which we have not yet received.
They also say they dont have a tracking id / there is no way they know whats happening with these orders.
This is the most horrible service we have ever got.
- Location
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- Location
- Cumbria
- Reviewing
- BT
- Date
- 2016-08-04
- Comments
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Customer service is abysmal. Tried 4 times to cancel broadband. Kept waiting on hold for 20+minutes. Lost the will to live so hung up. Nobody rings you back. DO NOT use BT
- Location
-
- Location
- Uxbridge
- Reviewing
- BT
- Date
- 2018-06-13
- Comments
-
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
-
- Location
- Coates
- Reviewing
- BT
- Date
- 2018-09-12
- Comments
-
Most shocking customer service Ihave probably ever experienced ! Systems and ways of ordering are utterly shambolic ! I moved house and could not get my new service sorted despite many phone calls and hours of my time . Told something different every single time I called . Got given a 2 month post move date for activation then when tried to order new order online got given a date for a week ! It’s a complete joke of a service . I have been with lots of internet providers none of which have been great but BT tops it by a million miles as most shambolic chaotic service with systems in place that are inadequate staff that are either useless or are completely crippled in what they can do by their computer systems . Would not recommend to anyone and as soon as my contract is up I will be leaving no matter how good their tv packages are ..... it’s just not worth the hassle when things go wrong , If my dealing of problems in
My job we’re the same I would have been sacked a long time ago !
- Location
-
- Location
- Dronfield
- Reviewing
- BT
- Date
- 2015-03-22
- Comments
-
Seems like a good package on the face of it and yes I knew it was going to be slightly cheaper for the first six months. However, I didn't expect that my bill,would go up from £20 to £40'within a year and all that time I haven't been able to watch full programmes on many TV channels as my TV has pixelated since going with BT. Never had that problem before. Real shame because I really like the TV package but it would be as cheap to go with Sky or Virgin. Going to change asap. Wish I had never bothered with what I thought was a good and reliable company. How wrong I was!
- Location
-
- Location
- Isle of Wight
- Reviewing
- BT
- Date
- 2014-10-10
- Comments
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I upgraded to infinity after being badgered by BT to do so. Originally my iPad wouldn't work, bt told me it was Apple, I phoned them reinstalled everything, but eventually found it was a bt issue, now have been told by bt that my daughter's laptop is not connecting because the device has a problem ( was also given a number to phone where I could pay bt to fix it.) however, the laptop connects to the internet fine at other peoples houses. Also been told that my iPad constantly disconnects due to interference and I have to play around with changing the channels! Infinity is not fit for purpose.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2015-11-30
- Location
-
- Location
- Crawleyside, Stanhope
- Reviewing
- BT
- Date
- 2021-11-30
- Comments
-
Planned our entire house move around when BT could connect us, only to find on the day out that “significant work” needs doing to the cabinet. Surely they knew this when the accepted our business? As we both work from home, connection is vital. Now we’re unable to work. Thanks BT.
- Location
-
- Location
- Kinross-shire
- Reviewing
- BT
- Date
- 2016-01-02
- Comments
-
We have BT Infinity, in the last 6 months, we have only received acceptable download speeds for 6 weeks, mostly the speed in the evening is around 5mbps, we should be getting a min of 60. What a rip off, as soon as Virgin hit this area, they have a new customer waiting!
- Location
-
- Location
- Portishead
- Reviewing
- BT
- Date
- 2016-07-28
- Comments
-
Overall unsatisfactory the service with Bt!
Definite not recommend to my family's and friends! And can't see any future business with Bt!
- Location
-
- Location
- Wolverhampton
- Reviewing
- BT
- Date
- 2022-06-10
- Comments
-
I became a BT customer as recommended by EE last year.
I joined last year around mid December.
Service has been ok till 8th June when there was a loss of service.
I texted & had a SMS reply that broadband services were affected in my area & will resume on 9th June. I was ok with that. But no further communication came at end of 9th June so I texted & reply came that services will not resume until 14th June.
Both me & my wife work from home. No internet means no work, no WiFi for children, no CCTV, no Netflix, no Disney.
I can't tether data connection from my phone to laptop.
Contacted BT after 25min wait in queue only to find customer rep was no use at all. I explained I have to travel 2 miles to parents house to use their Virgin WiFi. She offered me £40 compensation which was poor. My children have used most of data allowance in 2 days than they would in 1 month. BT only look at profits and not customer care.
I asked for termination of contract they said only on grounds of 30days poor quality broadband. But the service is crap.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2014-02-01
- Comments
-
So bad. I had a total sky package and wanted to save a few pounds so decided to go to BT but really really regret that decision. If you are ever in my position NEVER CHOOSE BT. Everything has been a disaster, broadband, TV and phone. It has been one problem after another. They can do nothing right and just lie down the phone to you. i have never had such a bad customer experience in my life.
- Location
-
- Location
- london
- Reviewing
- BT
- Date
- 2017-11-07
- Comments
-
4 weeks ago I decided to leave Talktalk after 3 years of appalling service, poor internet speeds, consistent incorrect billing and downright negligence with my account management. So, thinking that BRITISH TELECOMS, being the pioneer in BRITAIN for all things TELECOM's, would be the solution I took a plan with them.
I was due to have my broadband connected by midnight 6/10th. On a weekly basis I would contact BT to ensure that everything was in place in order to have my broadband activated, but guess what - I wake up on the 7th AND NO INTERNET.
After contacting BT I was spoken to by a rather terse and interruptive operative called Kira (Reading the other reviews it seems that if you have attitude you have a guaranteed job at BT). Kira, couldn't give me a time for when the engineers "should have" done this work on 6/10, Kira also couldn't "guarantee" that I would have internet on the 7th. After asking why I was not contacted with regards to the delay I received a "we were not aware of the issue" - how is that the case if the engineer has already attended.
So, in conclusion. I have no internet, am losing money thanks to not being able to get online, had an earful of attitude for asking for a guarantee that I would have internet by 7/10 AND am PAYING FOR THIS?!
- Location
-
- Location
- GRAVESEND
- Reviewing
- BT
- Date
- 2023-04-27
- Comments
-
Truly shocking service from BT
Truly shocking service from BT. I was hoping they would be better than Vodafone but sadly there turning out to be far worse! luckily I am within the cancellation period.
Had my broadband/landline switched over 3 days ago and I am still waiting for the landline to work!!!!
Normally not so much of an issue but my elderly disabled mother relies on the landline and its causing her distress.
Extremely unhappy and sad at the woeful experience I am having....time wasted on the phone etc.
SHOCKING.......
- Location
-
- Location
- london
- Reviewing
- BT
- Date
- 2019-05-06
- Comments
-
BT is worth company in UK.I am not recommend anyone, this BT company is bully and robbery from customers. I did contract for my business with them,I was make 1 contract with BT ( broadband and phone)together, when I made contract from the beginning, they didn't explain me for closing and cancel charge, now I was closing down my business, then i called them and explained them, that time they said me, you have to pay for cancellation fees for £183.15, i was accepted for this fees. I paid them £183.15 already on March 2019. Now they send me another Bill £475.64, So i called them, for what you send me another Bill, So they said this is Broadband cancel Bill. Can you believe this?? Now they said separate cancellation payment. who can pay for that amount £ 658.79???
Before i paid £183.15 , I called and asked them for this is last payment final Bill or not?, they said this is final Bill for Cancellation.
But, now they said this is another bill with different reason.
when i find solicitor, i will Sue bt company
- Location
-
- Location
- Staines
- Reviewing
- BT
- Date
- 2016-08-02
- Comments
-
Broadband regularly goes down. I spend hours in 'live chat' or on the phone. Their call centre overseas has no ability other than to log a problem and often don't understand enough English to do so.
Their record keeping is abysmal. i'm still being chased for an account I had fifteen years ago, before I moved to TalkTalk and then back to BT three years ago.
In any other industry this company would be closed down.
- Location
-
- Location
- Reviewing
- BT
- Date
- 2017-09-17
- Comments
-
Terrible service once again from BT! We were just waiting for our contract to finish in January because the fibre optic is so bad but we are moving. So we have to tie into another contract for 12 months on cable. It's a joke! Can't wait to leave!
- Location
-
- Location
- Wirral
- Reviewing
- BT
- Date
- 2014-12-16
- Comments
-
Dreadful dreadful dreadful. Cut off twice by an indian call centre. Zero support. After moving home and day after supposed installation we still have no internet. Come back sky all is forgiven. Bt are absolute shockers
- Location
-
- Location
- Worthing, UK
- Reviewing
- BT
- Date
- 2017-03-21
- Comments
-
I have recently tried to move from BT, as we have new providers in the area. Their contract terms are impossible - exit fees are outrageous. Even after they increased their prices and gave us 30 days to exit without penalty they changed the exit period so I would have had to move same day or face over £350 penalties.
The customer service agent didn't care and told me 'we're not the cheapest and we don't price match' - this can only be said by a company who have you cornered or provide a level of service that's exceptional and worth the extra. BT's service isn't all that!
- Location
-
- Location
- milton keynes
- Reviewing
- BT
- Date
- 2017-10-26
- Comments
-
Ordered broadband on the 15.09.17 clearly stated £120 BT Reward Card but now they are saying there was no offer on the 15th and the offer started on 19.09.17 so for the sake of 4 days they are happy to loose a customer. Absoulte disgrace as it clearly stated the reward card which is why I went for the higher broadband package. Well done BT you've lost a customer, not before dragging out the complaint so I'm out of my cancellation period and want to charge me £600 for leaving. Yeah ok then. The broadband isn't constant and trying to watch anything on demand through their box is impossible as just stops connecting. STAY AWAY!!!
- Location
-
- Location
- Bishops Farm Foots Hill Cann
- Reviewing
- BT
- Date
- 2016-04-01
- Comments
-
Vey poor download sped, intermittent drop out, and a lot of buffering on catch up
- 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.