3,590 Customer Reviews over 90 pages
-
- Location
- Waterlooville
- Reviewing
- BT
- Date
- 2017-05-09
- Comments
-
I am absolutely disgusted with the service we've had from BT, the lack of communication between its staff and the service itself! I asked for my account to be cancelled in January as i was moving and they are still charging me now despite me leaving the property and cancelling the line! I've just had to pay a £100 bill to close the account. I would not recommend BT to anyone for either its broadband service which took over 9 weeks for them to start or the customer service you get on the end of th phone! Absolutely terrible!
- Location
-
- Location
- Watford
- Reviewing
- BT
- Date
- 2020-08-31
- Comments
-
I thought paying top whack prices would equal top whack service,reliability etc - it doesn't - looking at the reviews you are just as likely to experience slow speed patronising unapologetic customer service providers as you are paying half the price of BT - I am swopping to a cheaper provider for what I imagine will be the same poor experience but at least I won't be paying 50 quid a month for it
- Location
-
- Location
- Watford, Leggatts Green
- Reviewing
- BT
- Date
- 2016-08-21
- Comments
-
BT... what could possibly be the biggest con ever.
I have had it for 4 years now with their "Ultra fast broadband", but really it never went over 3Mbs of download speed, or 1Mbs of upload speed. No matter how many times I called BT for help, no matter how many times they assured me that "it'll work perfectly fine 24 hours from now" after doing what apparently seems like nothing on their side, my broadband is terrible.
It seems they are incapable of offering any decent service or internet at all...
Go to Virgin media.
- Location
-
- Location
- Watkinson
- Reviewing
- BT
- Date
- 2019-03-26
- Comments
-
Amazing reliability, even better customer service then Sky,Virgin and Talk Talk. Totally recommend BT especially Their new BT smart hub 2!!!!
- Location
-
- Location
- WATTON
- Reviewing
- BT
- Date
- 2016-02-21
- Comments
-
Despite being informed by BT that we should be getting speeds up to at least 20mb/s, we are lucky to get 6 for downloads and 2 for uploads. No one seems that bothered when questioned about it but they still insist on charging for a service that isn't fit for purpose
- Location
-
- Location
- Wattstown
- Reviewing
- BT
- Date
- 2017-02-22
- Comments
-
Cheaters, liars, DONT EVER SIGN THE CONTRACT WITH THEM!!! Prices increases service going down! Complete rubbish
- Location
-
- Location
- Weeton
- Reviewing
- BT
- Date
- 2016-10-09
- Comments
-
BT MUST be the worst company in the world when you have a complaint. Total lack of customer service and if they want to test my line ever again and thank me for my patience I shall scream!
- Location
-
- Location
- Wellingborough
- Reviewing
- BT
- Date
- 2015-01-29
- Comments
-
Decided to join BT Infinity in May 2014 as it apparently was the best, fastest broadband on the market.
Since May, we've probably made over 20 calls a MONTH to complain about our terrible service. Calls will usually last around 1hr - 3hrs, this is fine if you don't have dinner to cook, places to be and lives to live but sadly, we do. The customer service over the phone is patronizing and usually rude, we get ran through the same things about connecting wires etc, but its no help. They say they note calls but when you call back they tell you you've never called them, even though you spend hours on the phone with them a few weeks prior. We have opened up so many cases now we can't even keep track, none of the cases have been solved. The internet will drop out randomly, sometimes it will talk over 2 hours to turn back on. When the internet goes out, you get steps to follow in your browser, after about 6 times its mind numbingly annoying to go through the process of checking wires, pressing the refresh button and unplugging and plugging things back in even though my router is never touched, only ever cleaned around. On top of that, if you accidently knock over the router - or even just nudge it gently - sometimes it will totally freak out and refuse to connect to the internet.
Recently, the internet drops every hour or so then connects again which is incredibly annoying. We have had a new router sent out and it made no difference.
We called them today and they did some 'tests' on our landline and wireless, apparently their maybe a fault in OUR wires, they are charging and WHOPPING £129.99 to check these wires in our homes, which we are 100% sure they're is nothing wrong with them.
We were previously with TalkTalk, we hope to go back to them but sadly we have to wait for our contract to end before we can do so as they said they would charge a large fee to get out of the contract and we certainly don't want to give them any more money. Avoid BT Internet at all costs.
- Location
-
- Location
- Welshpool
- Reviewing
- BT
- Date
- 2018-05-02
- Comments
-
VERY unhappy with BT, 3 times arranged for an engineer to come out to my house to solve a problem and ALL 3 times I have received a text message the day before saying they and found and RESOLVED the problem. Which after ALL 3 times the internet still has been the same. UNFORTUNETLY BT is the only broadband I can get in my area or I would have changed by now. BT I hope you read this and good luck getting a payment from me untill my internet is sorted.
- Location
-
- Location
- Wembley
- Reviewing
- BT
- Date
- 2017-04-15
- Comments
-
Just been informed by BT's Mark that they don't guarantee BT wifi in your own home... really shocking. Every now and then BT wifi get disconnected.
No help available from BT.Another individual can't differentiate between account number and land line number. What kind of service can u imagine ?
- Location
-
- Location
- Were
- Reviewing
- BT
- Date
- 2016-06-19
- Comments
-
Drops out constantly - customer services "re-set the line" works for a day - then drops again - repeat process
- Location
-
- Location
- west sussex
- Reviewing
- BT
- Date
- 2014-12-21
- Location
-
- Location
- WEST BROMWICH
- Reviewing
- BT
- Date
- 2015-03-27
- Comments
-
BT want to get there old Customers back from what I see, but there is no way I would ever recommend using this Company, regarding Customer Services or there Broadband which was a total nightmare trying to understand on numerous occasions by speaking to some Foreign hard to understand English Speaking Broadband Representative that never sorted the continuing wifi lost connection that we eventually sorted by having a trouble free Sky Setup. Ps with BT make shure you always find out who you have spoken to and get it in writing to save you frustrating hours on the phone.
- Location
-
- Location
- West Cumbria
- Reviewing
- BT
- Date
- 2016-04-29
- Comments
-
SAVE YOUR MONEY--FOR A COMMUNICATIONS COMPANY THEY ARE A HUGE FRUSTRATING JOKE.
We have switched from SKY and their ever increasing costs and lack of loyalty to loyal customers, to BT INFINITY 2 home hub 5. Plus the TV package etc. In addition we requested a landline and Internet installation at our houseboat ( that's a whole other sorry tale)
The speeds are rubbish, the connection constantly drops out and streaming is useless.
According to BT there is no problem, and they have suggested lots of technical things WE could do to try to improve connection and speeds, as well as things like not having more than 1 device connected, moving the modem into the middle of the house, not trying to use the Internet whilst watching a film......I could go on but REALLY.
Our house isn't large,and there's only us 2 old codgers in it.We aren't technically knowledgeable nor are we engineers, so the technical suggestions they have made might as well have been in Chinese, all we want is to be able to switch on, watch to/ movies/sports and check e nails/ browse the web and download books and music, I don't believe any of these things place huge demand on the poor old broadband, but it seems they completely overtax it.
I have moved all electrical apparatus away although the tv is kind of integral to the package! I draw the line at knocking down walls, and majority of the time I'm sat no more than 10 feet from the router.
I had the installation done by their engineers, but despite this it's still rubbish.
Wish we could get Virgin in our area, but for now looks like I will have to go back to SKY and their slow expensive but reliable service. COUNTING THE DAYS tick tiock
- Location
-
- Location
- West Drayton
- Reviewing
- BT
- Date
- 2017-01-26
- Comments
-
If I could zero scores for satisfaction, customer service and reliability I would. BT are by far and away the worst company I've had the misfortune to deal with. The fibre optic broadband is fast when it works. I've been with them for a year now and had 2 month long (or more) sagas caused by them, and customer service is terrible. Currently going to ombudsman since I haven't had service for a month.
The have almost double the industry average for complaints, and I'm surprised it's not higher. I almost feel sorry for the customer service employees, it isn't their fault the system they inhabit is so terrible. But they are regularly rude and unhelpful, so I don't really feel sorry for them.
I will never again give them any of my time or money.
- Location
-
- Location
- West end southampton
- Reviewing
- BT
- Date
- 2018-06-30
- Comments
-
Always dropping out
- Location
-
- Location
- West Fife
- Reviewing
- BT
- Date
- 2016-09-11
- Comments
-
BT are very disorganised, falsely reassuring and appear to be completely incapable of sorting out our very slow (phone line based) broadband. We also have BT line rental so they are responsible for it all and still cannot make anything better.
- Location
-
- Location
- West Hallam
- Reviewing
- BT
- Date
- 2011-03-16
- Location
-
- Location
- West Hampstead
- Reviewing
- BT
- Date
- 2015-12-09
- Location
-
- Location
- West Kensington
- Reviewing
- BT
- Date
- 2022-04-01
- Comments
-
The worst broadband service ever. You will get hooked to a contract and they will not let you leave. We should have been in court if I had the resources. Do not use BT broadband, you will regret it
- Location
-
- Location
- West Kirby
- Reviewing
- BT
- Date
- 2015-08-26
- Comments
-
I have never dealt with such an appalling company. They just want to squeeze the most they can out of the customer and it would appear nothing and no one can stop them. They are a law unto themselves and I feel that even the Ombudsman is far more interested in supporting BT than the man in the street.
- Location
-
- Location
- west lancashire
- Reviewing
- BT
- Date
- 2017-01-11
- Comments
-
I would rate customer service as appalling if it existed at all. The fact is you literally cannot get hold of anyone who seems to understand, or is able to sort your problem.
Despite numerous calls to report an intermittent fault with broadband and landline, I am still no nearer having the issue resolved. I have had a call centre operative in India tell me that the problem is my router ( how she could check from the other side of the world is beyond me, and I work in telecomms).
I was subsequently sent a replacement router which turned out to be older than the one I have and needless to say did absolutely nothing to solve the problem, this I immediately sent back. I have tried without success to obtain a UK phone number or email address and wish I had never signed up to BT, I know that the problem with my service is the old copper cable dangling from the pole outside my house, it has been ther since the house was built 55yrs ago. This cable has been swinging in the wind, rain, snow and ice for all those years and has obviously degraded, but unfortunately BT operatives don't seem to understand what I'm talking about and refuse to do anything other than send me replacement routers ???. Awful service.
- Location
-
- Location
- West London
- Reviewing
- BT
- Date
- 2017-06-09
- Comments
-
In my view BT = Prepare-To-Lose-Your-Will-To-Live
Over the years I have had two experiences with BT as a new customer - both of them were ok (apart from the waiting time for the BT engineer). Once the service was up and running I had no reason to contact them.
The annoying part starts when you are moving houses – I am still in process of claiming back call charges for the previous property as BT did not disconnect the line on the date agreed. New tenant made international call which appeared on my bill and now it looks like I have to pay the bill and only after the bill is paid, make another contact with BT to claim it back.
Another issue was when they promised me new BT hub, at first attempt they sent me some sort of plastic connector instead; on second attempt they sent BT hub to an old address; third time after I realised their mistake with the address, they cancelled the previous order and made a new one…..it turned out it was going to go to my old address as well. A fourth time I have lost it, and by the time I called them the hub was already despatched and it was too late to cancel it. During that call an advisor tried to talk me out of reordering hub 6 (the new one) as apparently there is not much difference to hub 5, oh! and that if I was going to go ahead with hub 6 I would have to pay for it. I have informed the person that the hub 6 was offered to me and I never asked for it, but since it was offered to me I got used to an idea of having better hub. After that hub 6 was delivered to my correct address free of charge.
And 2 days after, we realised that BT Sport channels in HD do not work. Our subscription is in place but for some reason it is not being recognised, this happened after house move. So I started a chat with a person, they called me on my phone instead, transferred the call to another adviser who then transferred the call to another team (I think technical). It took 10min to talk to the first two people and I was on hold for the third transfer for almost 1.5h ….no one picked up and I have finally given up.
- Location
-
- Location
- West London
- Reviewing
- BT
- Date
- 2016-02-15
- Comments
-
Worst ever mistake joining
Broadband still not working
Had taken nearly four weeks to install
Still a fault with the apparently third party
Wait 10 minutes to speak to help on the chat
Then 1 hour on the phone being passed around to
Order team, tech team then back to order management
Still no resolution! Apparently the broadband team also have us on the end of their start list. Why??
They say it wont start until another week and half!!!
How do BT keep their customers with such bad service
I regret joining BT and paying a upfront fee
Still waiting for a call back one hour and a half later
- Location
-
- Location
- West Lothian
- Reviewing
- BT
- Date
- 2017-12-18
- Comments
-
Upon advising BT I was moving to another provider they cancelled my services and line. This was despite me specifically advising I would be making a working line transfer/takeover.
In my opinion the agent's actions were intentional and malicious. As it prevented an order being placed by another company - resulting in a two week gap without phone or broadband.
Intentional or not, the 'mistake' as acknowledged by BT could have reckless consequences. We have two children and being contactable - and able to make calls is very important.
I strongly recommend avoiding BT.
- Location
-
- Location
- West Midlands
- Reviewing
- BT
- Date
- 2016-01-03
- Comments
-
Sold me broadband the fastest you can get ye right it never worked they couldn't connect me then they told me it would take 30 days to connect me & I wouldn't get full speed I cancelled sent it back & moved over to sky bt carried on taking payments out of my bank I thought it was for line rental found out when sky take over they take on the line rental as well bt have done nothing but tried to rip me off since as I can't get my money back off them I would never consider ever using bt again & wouldn't trust them don't do it go with sky or anyone else
- Location
-
- Location
- west midlands
- Reviewing
- BT
- Date
- 2016-09-26
- Location
-
- Location
- West midlands
- Reviewing
- BT
- Date
- 2016-08-30
- Comments
-
Worse customer service than the tax office! Impossible to contact and frequently cut off. Every time you try again, endless waits, then go through the whole situation again only to be cut off again. Website avoids giving helpful contact advice to the point of annoyance.
- Location
-
- Location
- West Midlands
- Reviewing
- BT
- Date
- 2017-11-25
- Comments
-
DO NOT JOIN BT.
I moved to BT purely based on price, about a £2 differential to Virgin media. I regret this. It took over a month to get connected to the internet; with no good reason for the delay provided. I then had to move house about 6months into the contract. At the new house the internet still was not connected, it took over a month AGAIN to get connected. I then got charged £130 for the pleasure of being connected because the landline wasn't connected to the exchange.
In terms of the actual service its average at best. The hub is not that powerful (despite what the adverts show) I live in a fairly standard 4 bed house and required a booster for the router to reach the upstairs bedrooms. The BT TV functionality is not as good as Virgin media. Despite series linking my favourite TV shows its hit and miss whether it records them.
In summary BT provide poor customer experience, it takes an age to get connected, the home Hub and TV services are basic and worst of all they place additional extortionate charges for getting connected.
- Location
-
- Location
- West Midlands
- Reviewing
- BT
- Date
- 2023-07-26
- Comments
-
Had full fibre to the house installed and to be fair the main computer that is wired is getting the 500 mbps the WiFi is terrible, getting worse speeds that the previous set up, even though the router is in the same place. Overall a waste of time.
- Location
-
- Location
- West midlands
- Reviewing
- BT
- Date
- 2018-08-23
- Comments
-
Bt are an absolute disgrace, 3 weeks waiting for a refund, told I would get a call back almost daily, still not sorted, customer service is next to non, there's been 2 advisors out of all of them I've spoke to that have actually tried to help. Getting through to someone that knows what they are talking about is a mission in itself. Very unhappy ex customer!
- Location
-
- Location
- West Midlands
- Reviewing
- BT
- Date
- 2017-01-21
- Comments
-
Only given 1 star because there isn't a zero rating. Appalling service from the outset. I have been shocked that this level of service exits today. Please stay clear of BT.
- Location
-
- Location
- West Midlands
- Reviewing
- BT
- Date
- 2016-11-01
- Comments
-
I never normally leave reviews but thought I must this time to warn everyone DO NOT BUY BT BROADBAND OR TV
I have never dealt with people that are so uneducated and basically do not have a clue what products they sell.
Broadband has not work properly since we have had it installed, they tell you that you have a 14 day 'cooling off period' where you can cancel your package if you are not happy what they do not tell you is that this 14 days starts from when you place your order so in my case it took them 3 weeks for an engineer to come out and get it all set up on which case my right to cancel no longer exhausts and want £900 to get me out of my 12 month contact.
After spending hours and hours getting through to someone on their customer services department I get through to India where they are reading from a screen and don't understand your problem - "computer says NOOOOO"
I actually emailed them and now have a dedicated person who likes to call every week "to see how we are getting on" but not actually solving our problem"
They have determined that my broadband doesn't work correctly because of where the engineer has set it up - basically on my tv stand.
They have said connection problems is our fault and nothing they can do - but the broadband needs to be by our tv as it needs to be connected to our youview box funny how SKY do not have the same problems as BT.
But don't worry they are refunding me £11.60 as a good will gesture! My direct debit is now cancelled see how far they can take it for me to pay my bill when they have falsely advertised their services and have not resolved my problem
If you buy something from the shop that is broken you expect a full refund something BT do not understand!!!
- Location
-
- Location
- West Scotland
- Reviewing
- BT
- Date
- 2016-01-09
- Comments
-
BT are completely and utterly useless.Spent god knows how many hours on the phone to an Indian call centre trying to get a line with broadband installed in a new home in Western Scotland.Still waiting after 3 weeks.They really should be ashamed of themselves and Ofcom should come down on them like a ton of bricks.
- Location
-
- Location
- West stockwith
- Reviewing
- BT
- Date
- 2018-01-07
- Comments
-
By absolutely rubbish - current download speed 0.6 mb just not good enough for anything and spending £50 a month for nothing!! Total waste of money!
- Location
-
- Location
- West sussex
- Reviewing
- BT
- Date
- 2015-06-21
- Comments
-
ordered broadband /TV 29th May for activation 4th June received text to say it was cancelled,no explanation and I would be contacted in 2 days which they did, apologised and was told it would be activated 16th June and all activation, delivery fees would be scrapped.my package included extra 20 channels
ie: fox,gold etc, another text informed me I would contacted 18th June 2 days after due activation date,
cancelled again . I contacted BT and after being sent
everywhere finally spoke to a agent in UK i explained
what was happening and he said he could reorder again
but now I would have to pay activation charges and
£10month for extra channels but I said that was not what I was offered and was told if I took the package he would add a complaint and all calls would be checked and if they proved the agent did offer me these they would refund the charges I refused this and now waiting for another call 22nd June ...not going to hold my breath
- 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
- West Sussex
- Reviewing
- BT
- Date
- 2017-12-28
- Comments
-
Broadband works okay at quiet times. However, at peak periods, it can be very difficult to watch iPlayer etc.
- Location
-
- Location
- West Sussex
- Reviewing
- BT
- Date
- 2023-03-30
- Comments
-
Liam was extremely professional. Hi is done a great job to a high standard. He has given me excellent advices on how to to use my ultra fast broadband fibre. He was on time and he had finished his work very quickly. I am glad I had choosing BT services. I believe they are the best.
- Location
-
- Location
- west sussex
- Reviewing
- BT
- Date
- 2009-10-20
- Comments
-
I can say nothing positive about BT. I cannot wait until December when I will be free to chose new provider.
- 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.