3,590 Customer Reviews over 90 pages
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- Location
- Gloucester
- Reviewing
- BT
- Date
- 2023-08-03
- Comments
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Not possible to give negative stars or I would. Switched to fibre broadband with them, however we were not told that the package included digital voice telephone service, so that was a suprise when the router came. Then, they were unable to connect on the day they said the would and kept saying there was no problem. Eventually they said they would send an engineer but if the fault was with our equipment we would have to pay an extortionate fee and hourly charge. We were confident it was not a fault with us as the previous supply worked without fault, but they made us feel very worried we would end up with a massive bill. Eventually an engineer came out and got us connected two and a half days late, and the fault was with them their end. We raised a complaint but we were told there would be no compensation or any reduction in the first bill as a guesture of good will. They then tried to close the complaint saying it had been resolved..... BT is an utter disgrace.
- Location
-
- Location
- Kelso
- Reviewing
- BT
- Date
- 2021-02-16
- Comments
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Pitiful, never had more than 8Mb broadband on a good day, now down to 1.04Mb download and 0.05Mb upload speed.
- Location
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- Location
- Brighouse
- Reviewing
- BT
- Date
- 2020-07-24
- Comments
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Bt just don't want to listen to their customers. They make promises which they cannot, and do not, fulfill. Getting to talk to a manager is harder than getting blood from a stone. If they actually did what they say they are going to do that would be a change for the better.
- Location
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- Location
- Heelands
- Reviewing
- BT
- Date
- 2017-10-22
- Comments
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Excellent download speed on average of 45.5Mb. Upload of 13.6Mb. Occasionally wavers but on the whole a good service. Its worth paying for a better service if you want faster speeds.
- Location
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- Location
- Colchester, Essex
- Reviewing
- BT
- Date
- 2014-11-08
- Comments
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I have been a BT customer for 30 years. Recent problems started when they moved my email from Yahoo to BT. Weeks of problems accessing email and now lost access completely when trying to link email to my BT Id. Spent an hour on the phone with an engineer taking over my computer. Problem their end but he could not fix it. Complained by letter and tried the fix they suggested but still no joy. Now lost access to my BT account. Can log in using my BT id but it says because of technical problems they cannot show me my account details. Complained but no word yet when it will be fixed a week later. Of course the prices all go up in December. Now looking to leave BT. Have already moved to another email service provider. They seem to be spending all their money on TV sport rather than telecoms.
- Location
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- Location
- East Leake
- Reviewing
- BT
- Date
- 2017-08-16
- Comments
-
Worst internet provider I've ever seen, very poor service in addition to a total absence of customer service.
I think I can't find a worse service provider
- Location
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- Location
- Barnet
- Reviewing
- BT
- Date
- 2015-10-27
- Comments
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Shocking customer service, after waiting 2 weeks for connection, wasted a day waiting for someone to connect my line but no one turned up, found out order has not been processed, told in 2 days I shall receive a phone call which never came and when I called them about it was hung up on whilst being on hold. Needed to call them multiple times to get to the bottom of the fact that I cannot get fibre broadband at my address, so just upgraded with existing service provider. Shameful, utter rubbish and wasted over a month of my time. Toby
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-10-01
- Comments
-
Tried to get through because my Internet is not working. After 30 minutes of endless calling tone and "thank you for calling, we're very busy" messages I had to give up. Enough to make me decide to take my business elsewhere. Unbelievably shocking service.
- Location
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- Location
- Banbury
- Reviewing
- BT
- Date
- 2019-03-03
- Comments
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Unexpected, amazing service.
I spoke with Michael, form the case management in Liverpool (that wat it says on the text send to me within an hour of my conversation which was at 8.20 pm!), who was amazing and went above and beyond of my expectations. Usually, I am not happy with BT, but on this occasion, Michael sorted out everting within an hour (I was expecting to wait about two weeks and to make a few more calls, as usual).
If BT had more agents like Michael, I would definitely consider moving my mobile service and my cable TV to them.
Thank you Michael,
- Location
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- Location
- Swindon
- Reviewing
- BT
- Date
- 2018-07-31
- Comments
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I strongly NOT recommend BT.
I’m BT user for 6 mounts and I’m very disappointed. The internet is very unreliable. My smart Hub restarts almost every day and even the TV channels stops sometime. I was watching F1 Stonehenge and I missed half of the race, I was really pissed off. Beside that I supposed to get BT gift card with £120 on it. I assumed I will receive by post or I will get email for any info, after few mounts when I asked them the response was my card expired. I had 90 day to claim but nobody told me, due to I didn’t I lost my gift. That was one of the reasons why I switched to BT. Firs time on BT and definitely last!!!
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2021-02-05
- Comments
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Moved house, requested a change. On the day there was no connection. 10 days later, still no connection. Awful customer service, lie after lie to get me off the phone and no clarification on when we'll be connected. Decided to look elsewhere and cancel our subscription immediately
- Location
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- Location
- Cambridge
- Reviewing
- BT
- Date
- 2014-02-23
- Comments
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I used to have Virgin Media (not my choice but landlords) and oh my god was that the worst. Not only is the speed god aweful but the reliability is a joke.
Switched to BT and i've had fast internet with very little downtime. Best thing is there is no fair-use policy like you do with virgin so I don't get throttled when I need to download something from steam.
- Location
-
- Location
- Reviewing
- BT
- Date
- 2016-07-12
- Comments
-
I consider myself a patient person, there have been many an occasion when I have had to be on hold on a phone call or not received the level of service required, but I always think to myself 'maybe the person on the other end of the line is having a bad day!' And so I just put it behind me and move on ... In BT Sports case, they are a pathetic and useless bunch!
Having tried to resolve a simple issue, BT Sports not working after paying for subscription, you would think after three horrendous, longwinded and incompetent phone calls, I still do not have BT Sport... And the incompetence far reaching, I am staggered to understand how there could possibly be so many layers of outrageous incompetence. That in itself, I have to admit is impressive. I mean credit to them that they can behave this way and still have a viable business.
In my last call (note not final, but last) the customer service assistant - 'customer service' being a figurative speech - they suggested the fault lies not with BT sport but rather our own TV. This was until I pointed to her this was the same TV that played TV sport a mile down the road only 4 weeks ago ahead of moving into our new house. She appeared perplexed, like a deer in headlights, at the prospect at having to veer from her scripted speech of blaming long suffering customer... I mean could it possibly be...BT sports fault???
- Location
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- Location
- York
- Reviewing
- BT
- Date
- 2018-03-25
- Comments
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Absolutely terrible customer service. Was overcharged on a bill and was promised a refund - this wasn't processed so rang again and was told this would be reflected in following bill - it wasn't and in the end I had to chase up 3 times. Now waiting to see if refund comes through. Won't be staying when contract ends.
- Location
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- Location
- York
- Reviewing
- BT
- Date
- 2018-07-03
- Comments
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Rubbish, I was told this is the only internet I can have in my new build house. Had to pay more for worse internet than I had before. What a monopoly/scam they have going here.
I am using them as this is the only choice.
Scam!
- Location
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- Location
- Mid Wales
- Reviewing
- BT
- Date
- 2015-06-27
- Comments
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Just moved from talk talk to BT infinity 2. Bt have been brilliant only problems have been with Talk Talk, firstly in supplying incorrect MAC code then insisting they are still connected even though I am connected to BT, this is a technical impossibility. Thank you BT your engineeer was so helpful.
- Location
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- Location
- Ormskirk
- Reviewing
- BT
- Date
- 2021-07-15
- Comments
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Absolutely atrocious service.
Our internet has been offline for about a month. On the best of days we get a download speed of 1MB/s and upload speed of 0.3MB/s. We were promised at least 1.5MB/s. We are paying a ridiculous amount for our broadband. It’s ridiculous how we can be charged the same amount as someone who gets fibre optic with a broadband speed > 30 MB/s, so x30 more than what we get.
Openreach have been attempting to fix our internet for about 3 weeks, but it is still not working. Our poles have not had any service/maintenance since 2001 according to one of their engineers.
They have offered compensation of £8 per day until our internet is back up and running. This might cover the cost of the monthly broadband fee… but what about all other services we pay for that require WiFi, such as Netflix, Amazon prime, Alexa, etc?
I believe that the government were targeting for the whole of the UK to get a minimum broadband speed of 10MB/s to all homes by 2020. Clearly they have failed to keep to this promise. To make things worse, there doesn’t seem to be any urgency or reassurance that they are actually trying to achieve that target anytime soon. They dismiss any possibility of fibre optic to our area.
It’s such a shame that there are no other providers that we can turn to, otherwise we would have years ago.
If you are thinking of using BT as your main provider, I urge you to do some research and check other providers first - I believe Virgin have their own boxes therefore they can offer a different internet line to your home.
- Location
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- Location
- Kent, UK
- Reviewing
- BT
- Date
- 2015-08-12
- Comments
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Unfortunately I have the displeasure of dealing with BT in my personal and working life - albeit different arms of the same incompetent beast.
In <4 months of being in what essentially is a BT only area the issues I have experienced are:
- had my broadband date moved back numerous times (over 6 weeks from the initial install date) without reason.
- been charged for the telephone line (which I HAVE to take) during that period yet it fulfilled no purpose.
- had broadband dropouts on a regular basis despite being a few hundred yards from a BT exchange.
- had a BT home hub failure.
- spent 10+ hours on the phone to BT chasing them when they do not call back regarding an issue.
- had BT take my broadband from operational to inoperable whilst making my TV services 'live'. They 'pulled out the stops' and got it back up 4 days later.
-provided an overall pathetic service. The only hopeful piece I can state is that their offshore call centre employs very polite people - if not very competent ones.
On top of this their staff don't listen and I have very little feeling that their services will improve at all. Awful company, awful personnel underpinning an atrocious service.
- Location
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- Location
- Shrewsbury
- Reviewing
- BT
- Date
- 2016-05-01
- Comments
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As a new customer I was told it would be two weeks before I receive my router this was the quickest they could send one out. I recieved the router exactly two weeks later and installed it only to find that when they said it would go live it didn't. After phoning the customer service number I was informed after 40 minutes waiting I was talking to someone in India which is where the BT customer service team is based. When i informed them of my lack of service they informed me it would be fixed within 48 hours. Now 72 hours later I rang them back where I was told it will not be fixed for another 4 days. This means from initially starting my contract with BT it will of been 3 weeks before I have the chance of internet. The customer service is shoddy and 'british telecom' seem to have no interest in the British customer. Appaling.
- Location
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- Location
- Reading
- Reviewing
- BT
- Date
- 2016-07-20
- Comments
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Non existient customer service, unreliable bband connection, billing errors and inability to handle simple reqest like transferring the service to new address. Constant calls from their rude sales team.
- Location
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- Location
- Argyll
- Reviewing
- BT
- Date
- 2018-08-18
- Comments
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I have been with BT for 10 years and watched their customer service slide and slide to the point they are unreliable and take a long time and a lot of calling to resolve basic problems. Staff vary in knowledge and helpfulness.
- Location
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- Location
- Derbyshire
- Reviewing
- BT
- Date
- 2015-07-29
- Comments
-
I had BT Broadband (9meg) for two years and have to say overall I was generally pleased with it.
I consistently received the promised speed and the reliability was very good (think it went off once for an hour in the
two years).
As soon as infinity was available in my area I 'upgraded'. How I wish I hadn't!!
I've had 'super fast' supposedly 35Mbps broadband now for 4 months, of which it's only really been usable for about one
month in total. I very regularly experience speed drops, on average a drop of 90% of my connection speed to < 1mbps and I'd say
my average speed is probably lower than I had on their 9Mbps connection. I've lost count of the number of times I've called BT and had callbacks scheduled for them to return my calls
to on several occasions not receive said call back.
Everytime you call you have to go through the same 20 questions, reboot your router etc. which is infuriating (I've a
degree in computer science and I'm a software developer so I have a pretty good understanding of how it should work) but they still
make you go through their script and refuse to escalate you to someone you can actually talk too instead of playing 21 questions.
After around 20 calls to them I finally got them to arrange an engineers visit to my house for a set date/timeslot and ensured I was
in, they didn't turn up! When I enquired where the engineer was I was told the job had been assigned to an engineer who wasn't
qualified to do the job so he'd rejected it but I'd not been notified so had been sat in waiting for nothing. Another engineer
was scheduled to come the following day. This time he did turn up and I have to say was fantastic! He was with me for around 3
hours and we talked in length about it and he told me he knew there was nothing wrong with my connection and that it was a fault
at BT's end (a throughput issue) which he couldn't do anything about (the engineers are part of openreach who aren't actually the same company as the
BT who supply the service!). He ran all the diagnostics he could and then phoned BT again on my behalf to explain everything
and we both started laughing when he was made to perform the same basic tasks as I was each time I phoned. "have you rebooted the
router", "can you try it on a cable" etc, etc. What a joke - they don't even trust the engineers they send out to know what they're
on about.
After many many more calls between myself and BT there's still be no real resolution or explanation from BT themselves or any
form of compensation for not being able to use the service I've been paying for for months! I've had other issues too such as
certain pages refusing to load until you refresh several times, something I discovered many people across the country were having
on the BT customer forums yet again BT refuse to acknowledge a problem. I now find myself experiencing issues that prevent
me being able to use the service I'm paying for and I really cannot be bothered to call them to report them as I have no faith
whatsoever in their 'technical' support and don't want to go through the pain and arguments with their first line 'technicians'
to get nowhere. I have to say if I had any other options in my area I wouldn't be with BT!
- Location
-
- Location
- Reviewing
- BT
- Date
- 2016-04-07
- Comments
-
Worst, sorry excuse of a company I have ever had the displeasure of coming across. Do yourself a favour and switch to people who don't scam you of your money. I don't recommend these utter scammers at all.
- Location
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- Location
- Alfreton
- Reviewing
- BT
- Date
- 2017-06-18
- Comments
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After seeing the advertisement with Ryan Reynolds getting wifi signal all over his house I thought BT would be good. They are not and on contacting them I was told that the advert was completely inaccurate. So I can not get access in my entire home. Its a small 3 bed detached.
I was told by the engineer to swap to wires in my master hub by removing the front cover. On doing this the insides fell out also.
I called bt as that should not happen as there should be clips holding it in.
BT said they can fix the box at a cost of £250. This was after hours of trying to talk on the online chat where they pass you from person to person and get you know where. Horrible company and I can't wait to be done with them.
- Location
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- Location
- Godalming
- Reviewing
- BT
- Date
- 2017-12-01
- Comments
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AVOID AT ALL COSTS
You may be lucky and everything works ok. That’s what I thought. Always had great internet with every other provider. But Jesus Christ this lot are terrible. And the Indian call centre doesn’t help. They seem nice enough but there’s a real language barrier. And it took 15 attempts for their call to connect to my BT mobile. Useless
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2018-12-18
- Comments
-
Several weeks ago I reported problems with my router, far from the three days as promised on the adverts, I am still waiting. Every time I speak to BT customer service they assure me that they have placed an order for one to be sent, each time I check my order History and nothing has been sent. My complaint has been escalated to the highest level and was given final assurances that my new router has been sent, but the same thing has happened again. Please avoid BT at all costs.
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2015-08-11
- Location
-
- Location
- Newcastle
- Reviewing
- BT
- Date
- 2016-10-25
- Comments
-
I changed to BT from Sky because of cost basically. The the package for the TV and broadband looked good on paper and I thought BT were a good reliable company.
HOW WRONG I WAS!
For installation I've had four different dates, only for the engineer to come out and fit the hardware on the original date I was given when I placed my order. I'm still getting text messages and emails saying that the engineer is still coming on the other dates as well to fit the hardware when the work has already been done! Also I'm being told that these appointments can not be cancelled and I need to be in my property when the engineer comes to let him in and see the work has already been done. Madness!!!
After all of this I'm still waiting for my TV and broadband to be activated. When I call BT I cannot get a suitable answer and they seem clueless. The whole thing has been a joke from beginning to end. Terrible service.
I WISH I'D STAYED WITH SKY!!!!
- Location
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- Location
- Cardiff
- Reviewing
- BT
- Date
- 2022-04-05
- Comments
-
20 years ago I said I’d never go back to BT - but after moving house we had fewer options for a tv and broadband package so decided to give them another go. They must have got better after all this time right? Wrong.
After finally being able to choose a fibre connection to increase speeds I upgraded around midday and by 1pm they had cancelled and disconnected my current broadband a month before the fibre was due to be installed! And all because I was told I had to have a new account to enable a fibre install to go ahead?! Only silver lining was someone I spoke to in Belfast who said the whole thing was a shambles, gave me free mobile data until a 4g hub was delivered as an interim measure.
- Location
-
- Location
- Norfolk
- Reviewing
- BT
- Date
- 2018-01-10
- Comments
-
DO NOT USE THIS COMPANY. Just don't. You will save yourself a whole load of hassle. Go with someone else. In fact using data on your phone will be a better (not to mention a faster and cheaper) option. We signed up for BT broadband when we moved house. The moment you sign up, the problems will start. You will be greeted by incompetent customer service staff who either cannot, or will not help you. The reoccurring theme throughout your experience will be this;
1- There is a problem with your internet/phone service, so you call up BT
2- You will spend 10 - 20 minutes on hold
3- A non native English speaker on a bad line will answer your call. After answering your questions with quotes from a script, they will put you though to the relative department
4- You will spend ANOTHER 5-15 minutes on hold.
5- A slightly more competent person will pick up. Sometimes they're able to understand you, sometimes you'll be able to understand them, either way after listening to your complaint/query, they will give you answers from a script. If you're dissatisfied with their answers, they can;
A- put you though to the complaints department (WASTE OF TIME!!! These guys are masters of bullsht and will have you hanging up in no time in the false hope that your problem will be solved. I found this to be the worst department of all, they lie though their teeth just to get you off the line!)
B- Go and 'look on the system to see what the problem is' Exactly what these people do when they say they'll do this is a mystery. Naturally they will put you on hold AGAIN while this takes place and at the end your problem still wont get solved.
At this point, you will have been on the phone for around an hour (40 mins if you're lucky) and you have TWO options-
hang up and go back to 1
Stay on the line and go back to 4
I have wasted far too much of my life trying to sort out problems after problems that I can honestly say no other company has. After months of frustrations, we went with someone else. 7 days later, we have fast fibre! Suck it BT, you're a joke.
- Location
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- Location
- Essex
- Reviewing
- BT
- Date
- 2016-10-27
- 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
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2017-08-02
- Comments
-
Absolute scum of the earth. When the bt broadband contract runs out they hype the cost up massively and don’t tell you. When you come to renew they don’t give you the same deal as a new customer can get on their website, they expect you to pay more. Absolutely no loyalty. And when you say you want to cancel and go with another company they make it really difficult and put you through to these people who have a really bad attitudes and speak to you like your stupid. Trying to negotiate with the price when all I want to do is leave them and not get messed about. And then they charge you for ending the contract even though its out of contract. Awful experience. I will never go with BT for as long as I live. I’d rather pay more with another company. I would recommend avoiding BT at all costs.
- Location
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- Location
- Cambridge
- Reviewing
- BT
- Date
- 2015-02-23
- Comments
-
I had Virgin Media for 2 years and I only had an issue once. A technician was sent immediately to fix it. I've had BT for 6 months and I have issues on a monthly basis, which I'm left to myself to solve. I've had to look up answers to questions online, which the phone support was not able to provide me with. I strongly recommend Virgin over BT!
- 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
-
- Location
- Suffolk
- Reviewing
- BT
- Date
- 2022-08-30
- Comments
-
I wrote yesterday haven't put it up on here been in phone again to 3 days in a row bhad to ring I got a deal from bt for £15 a month course I am on a state benefit it's not worth the money so slow should be aloud to do that to people course they are on benefits. Such bad customer service to never again b
- Location
-
- Location
- natalie cartmer
- Reviewing
- BT
- Date
- 2015-01-23
- Location
-
- Location
- Romford
- Reviewing
- BT
- Date
- 2016-05-18
- Location
-
- Location
- Suffolk
- Reviewing
- BT
- Date
- 2019-05-02
- Comments
-
Speed's actually not bad.... but the service and the company is absolutely atrocious. Operators have lied to me, they fail to call you back, they fail to follow through with problems. BT have just employed a new chief exec and he doesn't even come from either a consumer or telecoms background. This company is BROKEN. One of their executive level complaints team admitted that they all knew the customer service was terrible and claimed that was the reason they bought EE... so that they could show them how to do customer service. How these people have a licence to operate I'll never know.
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2016-07-29
- Comments
-
The WORST customer service experience ever. If you go with BT be prepared to spend hours over days to get issues resolved.
- 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.