3,087 Customer Reviews over 78 pages
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- Location
- Rhiddlan
- Reviewing
- BT
- Date
- 2021-04-17
- Comments
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The BT service is so unreliable. I work from home like a lot of people currently and every day the service drops off. There is constantly an engineer in the road. The option of watching a movie via Netflix is a vague memory as it stops at least 5 times per programme, my husband spends half his time checking the speed and we are yet to receive the promised refund for any poor service. We have upgraded so many times to try and get a better service and are currently on fibre halo 2 over £65 per month and have had nothing but rubbish service for the duration. BT are a joke, it obviously stands for brilliantly terrible! They are a disgrace!
- Location
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- Location
- Southampton
- Reviewing
- BT
- Date
- 2021-04-16
- Comments
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Wow I have just read some of these reviews and agree with all the negative ones! Just wish I read them before we decide to switch supplier. The pattern is the same that everyone below has reported - they miss the switch date and blame Openreach (when the same socket has worked with our previous supplier for years). We’ve spoken to managers, we’ve been promised compensation (£25 is the max you’ll get). I’d advise anyone: avoid BT, plusnet and EE (all the same company). We are six days into our contract, no internet, no sign of a contractor which we have been repeatedly promised for days). I’ll be cancelling come Monday!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-04-16
- Comments
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DONT PICK BT FOR ANYTHING
I was conned into joing BT via a black Friday deal I saw online. This was not the case and they started to charge me £45 a month instead of £30. They started charging this bogus amount once you are out of the grace period, meaning if you want to leave by the time you realise they are charging you £45 instead of £30 you will have to pay an extortionate amount in cancellation fees. They are currently charging me £316.93 to leave this con of theirs. My advice would be to stay away from BT, any offers they put are clearly lies and far from the truth. I have been forced to stay in contract with these cons. I would like to share my experience so others would not fall for the same trap
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-04-15
- Comments
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Really really bad company. Poor service and extremely poor customer service. When they make mistakes (and pretty huge ones at that), they refuse to accept responsibility. We moved our phone & internet to them on the promise of cheap broadband and phone. We asked to keep our phone number of 20 years. They agreed.
When the move took place they disconnected our phone number and gave it away. They insisted that they no longer supported landlines and that we had to have a new digital number. This is not what they promised, so we left.
Efforts to restore our number with our new provider have been thwarted at every turn by BT out of sheer spite. Their representatives accept no responsibility whatever and had the audacity to blame us for their error. When that was getting them nowhere they then blamed Openreach. Openreach have no responsibility for phone numbers at all.
Bad bad bad company. Could not care less. I wish that I could block all their phone numbers just to give them a taste of their own medicine.
- Location
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- Location
- Southend on Sea
- Reviewing
- BT
- Date
- 2021-04-12
- Comments
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So fed up with the broadband films buffering and always going down.
Wish I had gone else where now.
- Location
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- Location
- Southend on Sea
- Reviewing
- BT
- Date
- 2021-04-12
- Comments
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So fed up with the broadband films buffering and always going down.
Wish I had gone else where now.
- Location
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- Location
- MINCHINHAMPTON
- Reviewing
- BT
- Date
- 2021-04-11
- Comments
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Current download speed is 1.8Mb, upload is 0.3Mb. Barely good enough!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-04-09
- Comments
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Terrible company. We were lured with promises of faster broadband. More reliable service. Keeping our existing phone number. ALL LIES. Service was erratic and unreliable. If we wanted internet service in all areas of our home then BT expected us to pay more.
As for our telephone line, they disconnected that without warning, gave our telephone number away and denied ever agreeing to provide a telephone service.
Doesn’t BT stand for British Telecom? Maybe it’s British Teletubbies, it was explain your childish and irresponsible behaviour.
- Location
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- Location
- Enniskillen
- Reviewing
- BT
- Date
- 2021-04-08
- Comments
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I have been a BT customer for many years. Firstly they never informed me my broadband contract was up and secondly they would not let me sign up to one of their deals because I am a current customer. Just signed up with Vodafone £24 p/m.
ONLY stayed with BT previously because I had a BT email. Poor customer loyalty and money grabbing gits.
- Location
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- Location
- Camrbridge
- Reviewing
- BT
- Date
- 2021-04-07
- Comments
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The worst "communications" company ever. Shop elsewhere don't even consider for one second. Not one person I have ever spoke to about BT has anything good to say.
- Location
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- Location
- Edinburgh
- Reviewing
- BT
- Date
- 2021-03-31
- Comments
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was waiting almost 4 months for installation.In the beginning of March phone line has been connected.Today engineer supposed to finish work but he said I can't have full fibre internet even though contract has been signed for it.Instead I have been offered to sign contract for much slower Internet for the same price.But internet would be ready after 1-2 weeks.Bt is blaming me for that because I supposed to check if I can have specific cables in my building.How could I know I have to check this?They had 4 months for telling me this.Now I have been left without internet and can't go back to my previous provider unless I will pay double.So if you think to switch to BT you may end it up without internet at all.
- Location
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- Location
- KETTERING
- Reviewing
- BT
- Date
- 2021-03-31
- Comments
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Shocking Service as usual from BT. Ordered broadband fibre in December - Installation to the street was completed but due to Covid could not install in the house - and quite right too I would say, BUT advised of an appointment at the end of March to complete the installation, text to confirm the times - but no one pitched up for the appointment. 30 min on hold to find out whats up, but I get told by the operator to hold while she checks. The call is cut off, no return call, no news. SO I call back - I need to set up a new appointment online - Okay I do so. Next appointment - guess what no one turns up, no news. What a joke - unprofessional and absolutely useless as a company.
- Location
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- Location
- Burnley
- Reviewing
- BT
- Date
- 2021-03-30
- Comments
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Had broadband with ee/orange for 10yrs+ never had an issue, at contract renewal Feb 20 advised by ee that it was switching to improved BT router .....13 months later, 12+ engineer visits last year, 9 visits this year (2 last week) broadband keeps dropping connection and running at half minimum speed guarantee on a good day...dropped connection 12 times in last hour, spoke to them again tonight, another engineer due in 2 days. Stayfast guarantee is useless, they reset it after every engineers visit so they never have to credit you....Customer Service people are good just a pity the service is so appallingly bad....internet has dropped connection twice whilst typing this review....BT...Bleeding Trouble !!
- Location
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- Location
- Bath
- Reviewing
- BT
- Date
- 2021-03-30
- Comments
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After waiting 14 days for connection, I have yet to receive a full 24 hour service from the broadband in 1 room let alone every room! it was installed on 15th march DO NOT TAKE A BT CONTRACT its a rip off.
- Location
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- Location
- north west
- Reviewing
- BT
- Date
- 2021-03-28
- Comments
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Very happy since switching from Virginmedia. Very flexible landline deal - I switched from a 700 free minutes on the landline to a second BT sim including 2GB data as wasn't using the landline allowance with a very efficient phone call.
Description:28/3/2021 - 0657 BEWARE OF VIRGIN MEDIA CONTRACT LOOPHOLES WHEN ENDING THEIR CONTRACT!
The fact that virgin media is exceptional in refusing to allow new providers to initate contract termination when transferring to a new landline/broadband provider is poor customer service. It is clearly just intended to grab a few more months subscription from customers who are unaware of this loophole but bound by a contract which is counter-intuitive and underhand. BT warn on their website that Virgin is pretty much unique in this - you did the same to me despite delaying porting of my landline over to BT 19/2/2021. Yet you refuse to acknowledge that this request was due to a transfer of phone and data service to a competitor and continue to bill me monthly until I called you after a wait, to spell this out with no understanding or concession from your off-shore call centre. I'm posting this feedback as widely as I can to warn other customers.
- Location
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- Location
- Chelmsford
- Reviewing
- BT
- Date
- 2021-03-26
- Comments
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I ordered fibre plus 1st February 2021. I asked for a check to make sure all will be OK, that is a quick survey, and was told by text this will happen. Installation was due on the 19th March, I received emails and texts to tell me an engineer will attend between 8am and 1pm.
The day before I called to make sure but was told there will be no need as cable does not need to be replaced. Then between 7am and 7:30 one guy was at my door from Kelly communications, he refused to install and left!
BT then decided to place an order as if I did for ordinary fibre.
Today 26th March it is very slow and carry on breaking!
I am elderly so probably they think i do not need good and reliable broadband.
Horrible company all about money, no sense of duty or morality.
- Location
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- Location
- Somerset
- Reviewing
- BT
- Date
- 2021-03-25
- Comments
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Finally leaving BT after over 30 years. I’ve stuck with them and rubbish Broadband, spending Thousands in the process, in the hope it will improve or Fibre would arrive. In the past 24 hours I’ve been cut off and not phoned back, lied to that I can’t raise a complaint unless I leave and kept on hold for up to 30 minutes. Going to 4G and giving up our landline. In my opinion they should no longer be allowed to operate
- Location
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- Location
- Stockport
- Reviewing
- BT
- Date
- 2021-03-25
- Comments
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Hi BT team today I felt that I had to write a review on your wonderful BT team. I have been through to 3 departments today: BT TV accounts, BT Billing, BT TV reception & each person i spoke to was understanding, helpful & patient. Sunny in Doncaster a special thanks to him he is such a nice young man. He explained
everything in full, not rushed & there was a favourable outcome. Outstanding customer service. Unfortunately I have forgotten the names of the 2 ladies who dealt with my next queries but they were equally the same.
Many thanks from me a 75+ lady keep up the good work .
Irene Davies
- Location
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- Location
- London NW9
- Reviewing
- BT
- Date
- 2021-03-22
- Comments
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Absolutely shocking broadband! Useless for home workers. Avoid at all costs and choose any alternative provider!
- Location
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- Location
- Bournemouth
- Reviewing
- BT
- Date
- 2021-03-21
- Comments
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It took them 27 days to switch my adress, after they fail 3 times to do it.The internet is down every 10 minutes for couple of seconds. Impossible ti wotk from home. I wanted to cancel the contract, but they put me a tax of £268, because I don't want this poor service.
- Location
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- Location
- Preston
- Reviewing
- BT
- Date
- 2021-03-19
- Comments
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Had issues from the start with BT. I was in a situation where I had to call to set up my account. They took down multiple details incorrectly. They informed me I would receive a welcome pack and over two weeks later I haven't received anything.
I eventually had to call to get access to my online account with BT. This took over an hour due to multiple issues. For example, no one was able to provide my landline phone number (which I don't use or want), the reason they said was for security purposes. I confirmed all my security questions and was still unable to get this detail until almost an hour into the call. I had to speak to 3 different people altogether and 2 were very rude while the first person I spoke to was polite. So hit and miss on the customer service.
Next comes the broadband speed check. I have had broadband for just over 2 weeks. I pay for 74MB/s fibre. Every test I did came in between 20MB/s and 52MB/s download speed. I reset my router and tried again multiple times. I then, after getting access to my account online ran a BT speed test (a few of them), it always came in at 74MB/s. So what I have now come to the conclusion is a fake test as even a wired connection to the router never got above 52MB/s.
The biggest joke is the actual broadband products they provide. They only guarantee a speed at less than half of what you pay for. In my opinion, this 74MB/s package should therefore be advertised as a 34MB/s package. With fibre, you would expect a consistent faster speed than a standard package. Unfortunately, I am stuck with BT for now, previously I was with Virgin at 100MB/s with no real issues for over 8 years (speed tests were much more consistent, sometimes exceeding what I was paying for). As soon as Virgin becomes available in my area I will be changing suppliers back to Virgin.
Overall, bad router, bad broadband package, wrong advertising on their products, hit and miss with customer service, bad website, fake BT speed test. Broadband hasn't cut out hence the 2 stars on reliablity but it is slowly getting worse before having to reset the router each time.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-03-10
- Comments
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BT have consistently failed to deliver acceptable standards of customer service.
1. Competitive contract prices. Had to negotiate new contract prices down to new customer levels over the course of 1 hour. They then included at their own decision anti-virus software at the cost of £8 per month. This had to be removed at my request. It was not mentioned that it was included as an add on. A complaint was raised.
2. Cancelled my contract on the incorrect date. When moving home I informed BT I was leaving my current property and when the contract should end. They cancelled it on an incorrect date leaving me without home broadband for 2.5 weeks. Offering a 4g mini hub as an apology which has been poor. Several complaints were raised.
3. Attempting to charge for a homehub. When leaving BT, BT will provide a package so that you can return the homehub to them or face a fee of £43. This was not received before the move and BT have attempted to charge for this. A complaint was raised.
I would never use BT again. I would never recommend BT to friends or family and would in fact actively discourage people from using their services.
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2021-03-07
- Comments
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I've been with BT for over 5 years now, and to be honest, I've had absolutely no issues at all. I'm in a new build property, so that probably helps - all the phone line plumbing etc is new. So I can't really comment on customer service as I've had zero reason to get in touch with them, other than to upgrade from standard ADSL to Infinity 2 a few years ago. The standard BT hubs are not, in my opinion, particularly great, so I ditched mine ages ago and use a good quality unit purchased separately. I have found speed to be consistently good - better than advertised. The only issue is price - it has crept up somewhat during my contract, so I've knocked customer service down to 4 stars as I don't like the practice of hiking prices for existing customers, although BT aren't the only offenders here. Overall, good reliable service but not especially competitive on price, so I'm looking around for alternatives now..
- Location
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- Location
- Wales
- Reviewing
- BT
- Date
- 2021-03-07
- Comments
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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
- Forest Hill
- Reviewing
- BT
- Date
- 2021-02-26
- Comments
-
DO NOT GO WITH BT
FASTER MEANS NOTHING IF IT NEVER WORKS.
16 months ago i made the mistake of paying a premium for BT direct to premises fibre.
After disconnecting my previous provider, i was then told by the engineer that they could then not connect me to the BT fibre as there wasn't any on my street, despite being sold that package.
I was finally connected six weeks later, during which time i had no internet.
Since then, my fibre has been cut, literally, four times by Openreach engineers each time they connect another house on my street.
Apparently, my fibre is at the top of the box and every time somebody new on the street gets fibre, mine gets broken when they open the box. Why this is the case is beyond me or any of the engineers who have been out to "fix" it. The problem is still occurring.
My fibre went out yet again yesterday, (for the third time during lock down, whilst I'm trying to home school three kids and work from home) so i went down to the exchange where i knew i would find an engineer, who told me that through he'd broken it, he couldn't fix it. So far, both the engineer that broke it and the one that came out to fix it, have failed to fix it.
The dongle that i have previously been sent does not work in my house as i get no signal.
Having spent three hours on the phone to 12 different people at BT over the last two days, i have been told that they won't activate my copper line temporarily whilst they fix the fibre (usually takes at least two weeks). I just have to do without internet whilst working from home and home schooling.
I pay over £50 a month for this privilege.
I genuinely wish i'd just stayed on regular broadband.
I'm not going to call again. I give up. You win.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-02-23
- Comments
-
We had a really bad experience. We swapped to BT as our previous provider was slow and erratic. Imagine our surprise when we found that BT was the same.
Worse still, we had asked to keep our phone number and had been promised that this would be done. On the day our broadband was switched BT disconnected our phone line as “we had not requested one”.
Who, in this day and age, lives without a main home phone. Not only that but we have lost the phone number we have held for over 35 years. No one wants to help us get it back.
So angry!
- Location
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- Location
- Hambleton
- Reviewing
- BT
- Date
- 2021-02-22
- Comments
-
No grounds for complaint at all. Fibre speeds are good (and consistent), reliability is excellent, and the BT Smart Hub is great.. Providing that you negotiate seriously at renewal time, the price stays competitive and removes any need to switch.
- Location
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- 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
- Cirencester
- Reviewing
- BT
- Date
- 2021-02-12
- Comments
-
Incredibly angry about BT's service. Switched from Sky because of promise of fire optic which after 2 weeks was told wasn't available. Then a long string of problems. No managers ringing back when promised. Then even the standard copper broadband order didn't go through because of a problem. Endless problems and terrible customer service.
Don't waste your time with BT, go to sky or whoever else.
- Location
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- Location
- Archway Lodge Stable Yard Mentmore
- Reviewing
- BT
- Date
- 2021-02-09
- Comments
-
Speeds are very bad 3.83 mb
- Location
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- Location
- hednesford
- Reviewing
- BT
- Date
- 2021-02-09
- Comments
-
got talked into switching to bt business broad band constant dropping off of signal nightmare trying to get through to talk about it passed from pillar to post bt even make it hard to find out how much it will cost to buy out of contract i will never ever use bt again after this
- Location
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- Location
- Edinburgh
- Reviewing
- BT
- Date
- 2021-02-08
- Comments
-
When I signed my BT landline plus broadband contract, I was informed it is going to be a 12-month contract. One month before the contract ends, I phoned customer service to give the 30 days notice. I was told that my contract has magically extended. I have to pay £140++ worth of cancellation fee. This is all be cause BT sneakily advertised the landline service to be mis-matched with the broadband, so that we customers will be tricked to pay for the broadband for 18 months. I am a student who are financially affected by the pandemics. I demand my service to be cancelled free of charge.
- Location
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- Location
- Allington Maidstone
- Reviewing
- BT
- Date
- 2021-02-07
- Location
-
- Location
- Leeds
- Reviewing
- BT
- Date
- 2021-02-06
- Comments
-
Moving over from Sky fibre broadband to BT FULL FIBRE BROADBAND would be easy I thought, as I was promised minimal disruption. Instead, BT have left me with no internet connection and no phone line for almost a week (and still counting). My wife and I can’t work from home (I am vulnerable), kids can’t be homeschooled, parents can’t call us. Add to that we can’t access our Netflix or Amazon accounts. This is most likely the WORST CUSTOMER EXPERIENCE of my life. I have had to buy a mobile Wi-fi dongle and data card at nearly £100 to give me something in the interim. Gave one stars only because the system didn’t allow me to leave zero. Can I go back to Sky...?
- Location
-
- Location
- ross on wye
- Reviewing
- BT
- Date
- 2021-02-05
- Comments
-
we changed from postoffice to BT and the difference is amazing love the design of the BT router within an hour our internet was transformed fast clear phone line 10/10 thankyou BT recommended people
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2021-02-05
- Comments
-
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
- Torquay
- Reviewing
- BT
- Date
- 2021-02-02
- Comments
-
I've been a BT customer since I moved from Sky 8 years ago. Moved the service to the new house 2.5 years ago with some problems with the new set up. Since then I have 74mb up and 18 ddown 24 hurs a day EVERY day. I am now moving to the FTTP 300 mb option and have had the xternal work done (cable from the cabinet 30 yards away) and I'm now waiting for the internal connection, delayed due to the epidemic. I have always found the broadband rock steady and at the speed advertised. I do not use the BT router/wireless hardware as it is far too restricting in how you can set it up (30 years in the IT) industry. No company is perfect but I am a happy bunny with them and would not change suppliers.
- Location
-
- Location
- London SW9
- Reviewing
- BT
- Date
- 2021-01-23
- Comments
-
business broadband is absolute crap. There has been no full week of optimal performance, either constant dropped connections or just download speed below an acceptable level.
BT is absolute crap for the level of national infrastructure they have unfettered access to.
I will not recommend the business plan to anyone nor the regular plan as I've used both.
Customer service is good as there the poor guys always try to help but from a LEAN perspective, organizations that invest so much in customer service to deal with errors have done a very bad job in giving a good service.
- Location
-
- Location
- Brownhills
- Reviewing
- BT
- Date
- 2021-01-22
- Comments
-
BT is the worst provider i have been with. Sky was more reliable and they use they BT line.... go figure??!!. Customer service is the only positive they have in my thoughts. As soon as virgin media is in the street I will be changing provider. I would not recommend BT services.
- Location
-
- Location
- East Yorkshire
- Reviewing
- BT
- Date
- 2021-01-22
- Comments
-
I despair at BT nowadays. For the past 2 months, over 20 phone calls to them and several hours on the phone I still have 2 landlines. Is it too much to ask just to transfer the broadband to the other line and then close the first line? Every BT advisor has a different opinion of how to do this. Their complaints procedure is not fit for purpose and they never call me back. Usually half an hour wait to talk to them then constantly transferred. Its time the Government looked at their infrastructure monopoly in the countryside.
- 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.