3,590 Customer Reviews over 90 pages
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- Location
- Wales
- Reviewing
- BT
- Date
- 2017-08-26
- Comments
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Just a warning about BT Infinity, the BT Hub becomes a Hotspot which you can not turn off unless you unplug the hub. Do not be surprised if you find people outside your home downloading porn or terrorist stuff from your internet. You could end up with a knock on the door from the police thanks to you giving access to your wireless. As a bit more of an insult you are paying for the electricity they use as well! BT keep very quite about how "their" hotspots are supplied, not surprisingly. If you are naive enough to have BTInfinity then always make sure your hub is turned off when not in use and enjoy the 6 o'clock knock from the police
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2016-10-19
- Comments
-
Absolutely the worst company, in terms of reliability and customer service. Joined then and left a month later, after having to log 3 complaints for a multitude of different issues.
PLEASE DO NOT JOIN BT UNDER ANY CIRCUMSTANCES
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2015-10-16
- Comments
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Bt is a terrible internet provider. It's okay when it's working but when it's not it can take upwards of 3 weeks for someone to even consider fixing it. If you call them you get through to someone in India who often cannot tell you the problem or lies to you. It's the worst internet provider available
- Location
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- Location
- Wales
- Reviewing
- BT
- Date
- 2017-09-27
- Comments
-
I was hoping that by leaving a bad review BT might sit up and listen - but with so many terrible reviews they can't care at all. I've just spent ages on the phone again trying to get fibre optic installed in our home - and I could hear loads of other similar calls going on in the background. It actually made me feel sorry for their call teams. It must be soul destroying to work for such a poor customer service company. I ordered fibre optic in the beginning of July. The lady on the phone said it would be installed two weeks later and gave me a date and time - I stressed that I would have to take time off of work and get staff in, so would be costly to me. So I wanted to know someone would definitely turn up (having been let down so many times before by BT on our business line). Naturally nobody arrived - no phone call - only the equipment was delivered as promised. Numerous phone calls and ten weeks later I've just called them again. Two weeks after the promised return phone call from them that never happened. This time I have been told that there is a fault with two packages being on the account (one the old copper and one the new fibre) - but I should be pleased because I am only paying for one even though the fibre hasn't been installed. And this had stopped progression of the order?? What is a girl to do? All I want is to upgrade from copper to fibre, as all their adverts suggest. Our copper is well below the acceptable download/upload rates and frankly not worth a penny. But apparently that is our fault for living in a rural area. So, the outcome - a complaint has been raised (AGAIN), and the issue has been escalated (AGAIN). It is in their hands and they will be in touch within five working days apparently. Not holding my breath that a) we will get a call or b) it will be a call worth taking and anything has actually happened. If you can avoid using BT then I would strongly recommend you do!
- Location
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- Location
- Wales
- Reviewing
- BT
- Date
- 2021-03-07
- Comments
-
Doesn’t even deserve one star!!!
Doesn’t even deserve one star! So I signed up for BT on the 6th of January didn’t hear anything from Bt after so I had to get back in touch and order again on the 25th of January. My hub arrived pretty quickly to be fair but this was literally the only quick and efficient part. Opened the box and half of the connections were missing, there was no adsl filter or grey connection cable. So I waited for a couple of days and still herd nothing from BT so I made a call to find out when I would be connected. They told me I would go live on the 5th of February, this date came and went so I had to contact BT again, they then said I would be live on the 12th of feb, which was fine. The 12th came and still no connection, so of course I called BT again, they told me they needed to get an engineer out and that one would come on the 15th, yes you know what’s coming next, still no broadband or engineer.
I had to make yet another call to Bt to then be told that an engineer would be out to get the connection up and running etc on the 4th of March and I would be live between the 4th-6th, yet again still no connection so I had to make another phone call yet again today! To my frustration I was told the same bull and that they would speak to the connections team so I was told she would one be a few short moments.....55mins I was on hold for to then be cut off. So yes at this point I’m done, someone was good enough to call me back and apologise for the loss of connection and said they just needed to go through some security questions with me before he could look into it, I stopped him at this point and told him to cancel my order, he said again he was sorry on behalf of Bt and will get this sorted rite away, I said cancel my order and have gone with a different provider now, sky promise I will be live on the 16th of March. Music to my ears, my children mite finally be able to connect to the internet and do their schoolwork log onto google classroom and try and somewhat catch up with the work they have not been able to do thanks to BT.
I know I have gone on a little but I am so frustrated and angry with the customer service and the whole service of Bt infact, to keep getting told and promised that we would be connected after two months is a bloody joke, and yes I know circumstances are difficult for us all at the moment because of Covid so why keep moving the goalpost and postponing connection for me and lie everytime I called. Appalling!
I will never ever go with Bt again after this experience, I will avoid at ALL costs, certainly will not be recommending BT to anyone ever.
Also when you call customer services expect to be on the phone for atleast two hours, you will spend around 110mins listening to music on hold while they go and make a cup of tea and eat cake, to pop on the phone for about a min to tell you it will be connected at such and such a date then hang up, and guess what......you don’t get connected.
Very unhappy customer and angry
- Location
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- Location
- Wales
- Reviewing
- BT
- Date
- 2023-07-31
- Comments
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We were promised speed and solutions - the only things we got were delays, mistakes and problems.
They were very fast in selling and pushing for signature, but when it came to receiving what we had ordered mistakes wouldn't stop happening from BT's side.
Radio silence - and not only from sales people we had been working with, but also from the Commercial Director.
In fact, to date, there is still no answer to my latest email asking for the cancellation of the product. It was ip.liverpool who had to close it in the end.
Absolutely NOT RECOMMENDED for businesses.
Shameful customer service
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2016-08-04
- Comments
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To cut a very long story short. AVOID BT AT ALL COST. They have cost me two weeks with no broadband and £2800 in business sales lost.Customer services are rude arrogant and pass you around like a hot piece of coal.
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2015-04-01
- Comments
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During the 5 years on BT Broadband We have experienced many problems. If you have a fault with your phoneline expect them to take at least a month so send out 3 clueless engineers to run tests and tell you the phoneline is fine until a smart one comes along and fixes it. If your problem is anything other than a phoneline fault then good luck my friend because I've had unstable/unusable internet for the past 4 months with no end in sight. I think they've sent around 10 engineers to our door and they've just told us that is isn't their problem.
- Location
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- Location
- Wales
- Reviewing
- BT
- Date
- 2014-12-01
- Comments
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Terrible broadband, terrible customer service. Do not touch BT they are a disgrace.
- Location
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- Location
- Wales
- Reviewing
- BT
- Date
- 2019-01-28
- Comments
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Promised speeds nearer 50mbs and at the beginning that’s what we received, then the cancellation date passed and speed drops to18mbs. BT first say fault at the exchange, then line outside house now it’s inside the house and a possible £85 charge. Fault promised to be fixed by 26th - now 28th and still poor speed
- Location
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- Location
- Wallington
- Reviewing
- BT
- Date
- 2014-09-08
- Comments
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Lost phone and broadband infinity for 3 weeks only for BT to finally check the local network box and find our line had been disconnected.
Absolute rubbish.
We had 3 weeks of agony, inconvenience and loss of income as could not use the internet for work at home. No friends or family could contact us.
Go elsewhere.
All calls are handled by India!! one one occasion the customer service lady put the phone down on me.
Leaving BT.
- Location
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- Location
- Wallsend
- Reviewing
- BT
- Date
- 2013-05-01
- Comments
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I was a bit disappointed with my speed at first but since I've changed my wireless adapter I've noticed a distinct difference and am now getting the speed I was promised.
- Location
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- Location
- Walsall
- Reviewing
- BT
- Date
- 2019-10-01
- Comments
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Not been with them long but cancelled this morning absolutely rubbish service,we have gone back to our original supplier . The straw that broke the camels back was no phone and no internet again this morning. Being pensioners nearly 80 years old we rely on our internet a lot. When we went with them we thought that they would come and set it up but you have to do it yourself so l had to get someone in to do it.
- Location
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- Location
- Walsall
- Reviewing
- BT
- Date
- 2016-10-18
- Location
-
- Location
- WALSALL
- Reviewing
- BT
- Date
- 2018-10-22
- Comments
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BT is a totally unethical company. They hike the price and send a single email giving you 30 days and the email is not clear that the price is going up and you can cancel the contract without any penalties. You only find out once the direct debit goes through showing the higher price. Price hike is more that 15%. I will not be using BT ever again once my contract runs out early next year. When I extended my contact last December it said renew and your price will not increase, be careful as this is not true because any "general" BT price hike can still be passed on to you, so not worth the paper it is written on. Do not trust BT at all.
- Location
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- Location
- Walsall
- Reviewing
- BT
- Date
- 2023-01-17
- Comments
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Keep charging in January after we cancelled in November. Prices go up for loyal customers.
- Location
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- Location
- Waltham Abbey
- Reviewing
- BT
- Date
- 2015-03-02
- Comments
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We asked for a good speed internet as we have a few devices and what not that'll be on the net at the same time. They've given us crap that can just about have one device using it at a time. That'd be the ps3, noway could anyone else even think of using the net cos the lag is unbelievable. I constantly get the flashing orange light and can't do anything, its really slow!! considering we can only use one device at a time you'd think it'd be pretty quick but no. I've never had broadband this bad in my life.
- Location
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- Location
- Walton On Thames
- Reviewing
- BT
- Date
- 2015-06-17
- Comments
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Dreadful... Took BT Sport full of excitement but hardly been able to watch anything in HD as, firstly it kept freezing and then stopped working all together. They could not solve the problem after many times trying. I then get charged £34 to cancel something I can't even use. AVOID..!
- Location
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- Location
- Walton on the Hill
- Reviewing
- BT
- Date
- 2022-11-28
- Comments
-
40 mins waiting to be out through. No help from the advisor. Put on hold and call is ended. That’s customer service.
- Location
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- Location
- Wandsworth
- Reviewing
- BT
- Date
- 2015-05-30
- Comments
-
Switched over to BT broadband from Sky.They couldn't manage to get the service working for 3 weeks! They eventually did and 1 month later it broke down again, have been waiting one month to resolve this with hours spent in the phone 3 engineer visits, who seem to come and leave without ringing the bell or calling before filling out their notes saying unable to gain access. So many promised call backs that don't materialise. It's total incompetence. Never been provided with such a shocking service in my life
- Location
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- Location
- Warminster
- Reviewing
- BT
- Date
- 2018-03-08
- Comments
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Our BT broadband is so slow as to be useless for anything other than email. I have reported the fault again, but they insist there is nothing wrong with our 0.5mB download speed.
- Location
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- Location
- Warminster
- Reviewing
- BT
- Date
- 2016-07-04
- Comments
-
Worst provider I have ever had, I would advise anyone thinking of joining BT to look elsewhere. Customer service is non existent, and you can rarely speak to anyone who understands or speaks English.
The broadband speed is lucky to reach 1mb, stay well clear of BT
- Location
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- Location
- Warrigton Cheshire
- Reviewing
- BT
- Date
- 2021-12-30
- Comments
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Always very helpful today they sorted out a problem regarding a scam call and refunded cost. Well done BT
- Location
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- Location
- Warrington
- Reviewing
- BT
- Date
- 2021-05-19
- Location
-
- Location
- Warrington
- Reviewing
- BT
- Date
- 2023-09-19
- Location
-
- Location
- warrington
- Reviewing
- BT
- Date
- 2009-09-06
- Comments
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very poor speeds, Dial up was faster, average speed is around 180KBps - 240 Kbps (or 0.18 -0.24Mbps). Ringing customer services gets the same responses, although we told you it would be a 4Mbps line that is a maximum and I can see you were suposed to be quicker I change that for you now. Every 6 months you ring the speed increases to 2 - 3Mbps and then slows down with in a few weeks.
- Location
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- Location
- Warrington
- Reviewing
- BT
- Date
- 2016-03-12
- Comments
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Do not buy any BT services. After being with Sky for years we decided to change to BT for the BT Infinity service. Took 1month and 2 engineers (one of which disappeared during the job without saying and without solving it) to connect. After that we were put on a completely different package where we accrued data usage fees. Promised to remburse us but never happened. Trying to sort out the problem was a nightmare. So many phone calls without resolution. There followed dozens of phone calls, where we were cut off often and we were back to square one. 6months down the line, still getting charged for a service that we were missold. Cancelled and gone back to Sky, should never have left. Appealing customer service and rip off merchants.
- Location
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- Location
- Warrington
- Reviewing
- BT
- Date
- 2016-08-03
- Location
-
- Location
- Warrington
- Reviewing
- BT
- Date
- 2019-01-14
- Comments
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Never had any problems with BTs broadband services and the smart hub range is outstanding. I don't get any buffering and the additional free services such as the free Wi-Fi hotspots are really helpful. BT can be a more expensive service but value for money especially in terms of the added free services (Wi-Fi hotspots, cloud storage and virus protect) and the broadbands performance alone makes it worth the couple of quid more you pay. overall great experience. I think a lot of people forget how much they use their broadband and don't give much thought to it other than getting the cheapest deal available. When you've got a household all using the broadband 24/7 and you've decided to pay the least you can for your internet its not surprising when you don't get a quality service.
- Location
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- Location
- Warwick
- Reviewing
- BT
- Date
- 2022-10-05
- Comments
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Absolutely dreadful. Steer clear. Spend the extra and go to Virgin or Sky. Would give it zero stars if that was possible. Has been down for over 2 days. Not only do I not have an internet connection, I can't watch any streaming channels (i.e sport/sky etc). Furthermore, I can't watch any of the recordings from those channels that are on my box. It would be an adequate service if it was reliable but it's not. I deeply regret signing up for a 2 year contract and will be finding a new provider as soon as I can.
- Location
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- Location
- Warwick
- Reviewing
- BT
- Date
- 2020-05-27
- Comments
-
Terrible company.
Had an issue with my broadband which took over a month for BT to fix. Made a complaint and was promised on 7 occasions that a case manager would contact me... None of which were fulfilled. 3 months of chasing them and they eventually came up with a compensation offer far lower than what thier advisors had assured me I would receive for the time with poor Internet connection.
Very little care for thier customers, often increasing monthly fees mid contract
- Location
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- Location
- warwick
- Reviewing
- BT
- Date
- 2016-11-18
- Comments
-
I suffered with broadband speeds of less than 0.5mg for 2 months before moving to super fast broadband. During this time I spent so long on the phone trying to resolve and was always told there was a problem on the line we are sending engineer to fix. This happened more than 3 times and problem was closed but nothing ever changed. Felt I had no option but to upgrade after which I got approx 2 mg. I complained again and I was fobbed off with anther engineer but again no fix. Finally after using complaints procedure got an engineer who went up pole outside and fixed the line problem. For all my hours on the phone and months of them not delivering to contract was offered first £9 and then £11 in compensation. This is a big company who has lost control and as soon as my contract is up I will be off.
- Location
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- Location
- Warwickshire
- Reviewing
- BT
- Date
- 2017-08-18
- Comments
-
I have the miss fortune to have changed my broadband supplier from Sky to BT...! I now wish I'd just signed up again with Sky.. but the fancy adverts and promises of fast speed lulled me into making the decision to swap provider. Since changing we have had numerous issues just getting the service up and running... and now the service is so intermittent many of the services I intended to use are redundant... Its the last time I'll select BT for anything and will change to another provider as soon as I can build the strength to go through another router/modem change!
- Location
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- Location
- Warwickshire
- Reviewing
- BT
- Date
- 2022-11-18
- Comments
-
Poor fibre performance, drops out constabtly, websites wont load due to pages timing out.
Customer service is non existent, esp if you hsve a disability and need extra help.....just get told to go google it on their website
Do not reccomend at all
- Location
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- Location
- Warwickshire
- Reviewing
- BT
- Date
- 2016-02-29
- Comments
-
Worst company ever!! Had broadband and landline problems for over 11 months. My broadband drops out over 100x a day! Also when the broadband cuts off so does my landline. Every time I ring to get the issue resolved the " tech " department runs a "test " tells me I'm a liar and there is nothing wrong with it then puts the phone down on me... the only time you get to speak to someone in the same country as you is if you ring to cancel ironically... i have had numerous engineers out for nothing to be fixed and still paying FULL PRICE. One of the engineers had crossed over my landline so someone with plus net had my number and I had nothing.. still being charged for the phone calls they made!! I've made complaint after complaint. Somehow ended up with bt sports package I asked to cancel that. Never got done I was made out to be a liar over asking to cancel that too. Avoid at all costs. I'd rate 0 stars if I could the company is a disgrace
- Location
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- Location
- Warwickshire
- Reviewing
- BT
- Date
- 2016-08-03
- Comments
-
Fast but expensive and full of contract loopholes to cost you more. AVOID.
BT Infinity is not unlimited, it has a limit of 20GB per month which is not enough for general use. Upgrading after the contract costs twice what a new customer would be offered.
The TV service is not worth the money as offers no extra channels to regular freeview.
- Location
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- Location
- Warwickshire
- Reviewing
- BT
- Date
- 2017-12-31
- Comments
-
Tried to cancel within the 14 day period. Emailed confirmed cancellation but they did not act upon it. I was left with BT Broadband for a month. Requested to transfer to another provider which they had to accept. But as soon as I did so, broadband became very slow. Webpages and emails took many minutes. Doesn't appear to be a "good company". It is unfortunate that BT owns the phone lines. Its min broadband speed is 1M. So you will only get a refund it is below this. If you can find a better provider you might want to switch.
- Location
-
- Location
- Warwickshire
- Reviewing
- BT
- Date
- 2022-08-15
- Comments
-
I pay for bt full fibre 900. Since the day it was installed I've had issues with wifi speed, sometimes dropping as low as 6mb when sitting 8 feet line of sight from the router, numerous calls and a number of engineer visits and no improvement. All they say is "guaranteed speed is to the router, connect via ethernet for true speed. Unfortunately my phone, tablet & security cameras etc do not have that facility. Poor customer service and they don't care as long as they get your money.
- Location
-
- Location
- Warwickshire
- Reviewing
- BT
- Date
- 2015-04-04
- Comments
-
Avoid !!! Absolutely sick of BT I cannot believe I left Virgin for this biggest mistake I made. Our package is BT infinity 2 and my speed right now is 1.8 !!! Should be up to 76 !!! We have to get an engineer out now £120 !!! Even though we havnt been with them a year and we have complained on many occasions.. Awful service and the call centre is crap they struggle with English. Our contract is up in May and we are not renewing I would advise everyone to steer clear they just want a sale and don't follow up with the promise .
- Location
-
- Location
- Waterlooville
- Reviewing
- BT
- Date
- 2017-05-11
- Comments
-
The single worst company I have ever dealt with. Constant issues very slow communication just terrible. I've been stuck with them for 30 years as I cannot get an alternative service due to my location. I hate BT so much.
- 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.