3,135 Customer Reviews over 79 pages
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- Location
- High Wycombe
- Reviewing
- BT
- Date
- 2021-08-03
- Comments
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3 weeks and counting without broadband after switch from Sky to BT.
Spent over 6 hours in total on hold on the phone. Absolutely terrible customer service, feel like im being constantly fobbed off and lied to over the phone.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-07-26
- Comments
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Going for BT was the worst decision that i made
Very disappointed
The strange thing that I ve been disappointed twice ! One in my business broadband and last one here in my house !!!!!
Very poor support very poor customer service
Their big name now is clearly for me is a big scam !
- Location
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- Location
- london
- Reviewing
- BT
- Date
- 2021-07-25
- Comments
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They cannot even successfully deliver their package to your address!!! I booked Halo 3 on July 9th, but I never received it from that day. Royal Mail said that my address is wrong because BT gave them wrong address. I contacted BT's customer support by phone nearly twenty times, everyone said he can help me, but finally, they didn't correctly change my address. It's supprizing that they continuely make the same mistake so many times. It looks that they realy doesn't care about their client. I've had enough with BT. Never use it again!
- Location
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- Location
- Penzance
- Reviewing
- BT
- Date
- 2021-07-25
- Comments
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I have been with BT business for almost a year and that is a year too long. I had problems with BT for about three months before I was even signed up. When they eventually installed my broadband they did not connect the line at the exchange, so the only broadband I was getting was either through a BT hotspot or the 4G dongle. After hours on the phone and online chat, they discovered their mistake but all the offered for being 8 months without proper broadband was £25 off my bill.
I will be leaving BT as soon as my contrack expires and not a single day later.
- 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
- Reviewing
- BT
- Date
- 2021-07-15
- Comments
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Worst company I have ever dealt with.
I had an issue with my broadband that kept dropping up to 7 times a day and then 5Mbps speeds. Me and my partner both work at home and found this impossible.
However BT could only send us engineers. After 10 engineer visits and 12 hours of calls to and from BT the outcome was to leave free of charge however no compensation was applied. My stress levels dealing with this company has been more than ever in my life to the point where I had sleepless nights worrying about the integrity of my job but BT weren’t having none of it.
- Location
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- Location
- WEST WICKHAM
- Reviewing
- BT
- Date
- 2021-07-14
- Comments
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Engineer didn't show up for the activation. They sent me his number in the morning to contact him - he didn't reply to calls nor txt. Supposed to come between 8-1. Then was contacted by the company that arranges the engineer's visits to say that he will come round. - waited til 6pm - nothing. No response to txt nor calls. Then BT called in the evening saying the need to rearrange the appointment. Not so much an issue if you don't work but I have to take another day off work and being self employed it's loss of earnings.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-07-09
- Comments
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Very bad customer service.
BT broadband sales did the credit check and all then letting me know that the broadband installation at my house will be done after three months. It is ridiculous. Complete waste of time
- Location
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- Location
- Colchester
- Reviewing
- BT
- Date
- 2021-07-08
- Comments
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Absolutely amazing for many many years, the introduction of BT Fibre was a game changer download speeds were very fast after the fact.
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2021-07-08
- Comments
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Please avoid.
My second experience with BT after 4 years. Nothing has changed, they just advertise better. We pay £30 pm to have a 4mb speed. We have not gone over 10 mb since we started the contract 2 months ago.
Called support, they said we will get a 4G hub to help with the connexion - never came. Apparently you have to pay for accessories to get the most basic service that you were already paying for....? what?! no thanks.
engineers have come out twice and both times the conclusion was: the cable is eroded. We asked for it to be changed, they refused and said, we'll try something with the box outside. Obviously, nothing has happened and we are now waiting for the 3rd round of engineer, while still paying for a service that does not work. Super.
Please avoid. Get Virgin, it's just as bad.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-07-06
- Comments
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Customer service was excellent - I was served by someone names Sebastian, really helped me in ensuring my internet was fixed and polite too
- Location
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- Location
- Caerphilly
- Reviewing
- BT
- Date
- 2021-07-05
- Comments
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2 appointments not attended, delayed our office opening for 2 weeks and counting. The first appointment was booked for Thursday the 24th of June, the engineer just didn't turn up. Our office was due to open 28th June but couldn't as VOIP phones and no internet! They then booked an appointment for Friday 2nd..... didn't turn up again. Called again this morning 5th July, they cant look for another appointment until 8th July..... so we will be at least two weeks of having people not able to work. You just can't trust this business. UPDATE we now have the next available appointment for 13th July. So 19 days after it should have been. Hopefully 3rd time lucky!
- Location
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- Location
- Penkridge
- Reviewing
- BT
- Date
- 2021-07-04
- Comments
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Waiting 3 months and no words can describe how bad your company is. You take my money but I nearly lose my job because of you crooks. How the hell ate you still in business
- Location
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- Location
- Mordoor
- Reviewing
- BT
- Date
- 2021-07-04
- Comments
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I can sneeze and interupt the signal. It's weak.
- Location
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- Location
- Colchester
- Reviewing
- BT
- Date
- 2021-07-01
- Comments
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STAY WELL AWARE AT ALL COST. Broadband is terrible. I called customer service and after being on hold for two hours I told them I want to end my contract because I’m moving to Sky. They said ok there will be a fee of £94. I paid the fee and a few days later they wanted another £125. Will not pay. They can send the queen of England to my door for all I care. There broadband is terrible always freezing and I will tell everyone I know to never get. One day hope this company has to close down.
- Location
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- Location
- Woking
- Reviewing
- BT
- Date
- 2021-06-30
- Comments
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Absolutely terrible and criminal customer care! At least Dick Turpin wore a mask! Arranged a house move, internet should have been on since 17 Jun 21 but instead they switched it off! Numerous phone calls being passed from department to department where staff lie on the phone, fob you off and even huff when calling them as I must have disturbed them doing nothing whilst working from home. Now three weeks since they should have switched on my broadband they continue to aviod explaining the issue saying "it's a supplier issue" and telling me I am stuck in a contract with them when they have failed to even start the service. If an individual done this, they would be a fraudster, so BT, you are a company of fraudsters. Customers beware, AVIOD BT WITH A BARGEPOLE. You will not acknowledge any of my calls for three weeks now maybe some honest reviews may force you to review your customer care policies!
- Location
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- Location
- Telford
- Reviewing
- BT
- Date
- 2021-06-22
- Comments
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Only able to contact during daytime hours yet its always at night the internet goes down - a regular occurance - very unreliable and often due to 'service' maintenance they seem to do most nights and so by time you can call to complain its back on and their customer spport is aweful and do not want to know that yt again you were withoout internet all through the night
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2021-06-18
- Comments
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I'd rate my experience ZERO if I could. Ordered mid April... it’s now mid June. Initial activation date was cancelled as more work needed. BT lied over & over again, and tried to fob me off. Complaint is ongoing.
Despite OpenReach surveying, planning visiting twice, complex engineering taking the line to the adjacent property, the engineer (who didn’t turn up for the initial appointment) failed to actually take the line into, was is under 15m, to the property. Gross incompetence!
Numerous calls with BT to try to get the problem sorted and then receive an email, and SMS, to say my line has been ‘Activated’, ‘Ready to Use’ and BT 'Hope I'm enjoying it'. As OpenReach and BT have closed the matter, all BT can do is raise it as a 'fault'. A fault on a line I don't even have! Presumably I will now be charged for a line I don't have. Now it's beyond GROSS INCOMPETENCE.. it's unbelievable. BT Customer service worse than useless!
- Location
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- Location
- Bangor
- Reviewing
- BT
- Date
- 2021-06-16
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-06-15
- Comments
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BT reuse to let me leave without paying the rest of my contract fees despite not giving me the service I signed up for. To leave I must pay £197. I have a ADSL Internet connection which, despite ridiculously slow upload and download speeds which I tolerate, continually loses connection and displays the dreaded ‘yellow light’ on my router signalling a loss of service, REPEATEDLY, 10-20 times a day!! BT offered many ‘workaround’ fixes, free phone data, new routers (x3), engineer visits etc. After my need for a better connection became essential due to large file upload/download for work, up to 6GB+, I decided to leave BT and join Virgin Media which was cheaper and has impressively fast fibre broadband in my area. BT then claim, what for it, that my loss of Internet connection isn’t technically a ‘drop’ in service and happens simply because the accompanying landline has a fault on it!! I explained, it doesn’t matter what or where the source or location of the problem is, all that matters is I’m not receiving the service I should be. To which they respond with their final word on the matter (after long debates and endless transferring from department to department) that my Internet has only ever ‘dropped’ connection twice during the last year and has always been ‘provided’ otherwise and it’s the problem with my landline that causes the problem with the Internet connection at my end, and therefor, because they’ve continued to provide broadband at the speed contractually agreed upon from their end, I am not free to leave without paying the rest of my contract!! Can you believe it!! I said it doesn’t matter what you provide at your end, what matters is what I receive at my end, AND I RECEIVE REPEATED DROPS IN SERVICE!!! I DO NOT CARE WHAT PART OF YOUR SERVICE/NETWORK IS BROKEN, I DO NOT RECEIVE THE SERVICE I PAY FOR AND I WANT TO LEAVE WITHOUT BEING CHARGED £197 TO DO SO!!
BT refuse to budge so I must pay £197 to leave a broadband contract that is regularly interrupted by a fault on the accompanying landline. What can I say except, BT, shame on you, after my years of loyalty, you treat me like this, SHAME ON YOU!!
- Location
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- Location
- Chelmsford
- Reviewing
- BT
- Date
- 2021-06-15
- Comments
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BT's service is appalling to the point of being fraudulent. I have had 9 visits by incompetent workmen who in most cases could not complete the work they came to do. I have also had 2 appointments cancelled without any notification. It's now 4 months since I started the contract and I still do not have the full service I paid for. Customer service is unhelpful and do not care if your installation is working but are only concerned with your payments. I have been lied to about the cost of the service and given incorrect information about future increases. I believe they are knowingly defrauding elderly users such as myself and I will be reporting BT to Ofcom.
- Location
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- Location
- Clacton
- Reviewing
- BT
- Date
- 2021-06-14
- Comments
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Worst company ever. Costumer service agents are rude and liars upgrade you with out permission. Will not recommend to my worst enemy
- Location
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- Location
- CM1 2EH
- Reviewing
- BT
- Date
- 2021-06-14
- Comments
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Joined only 4 months ago.
For 1st 20 days of joining speed was great, then nothing though new installation of fibre plus.
Then sent me what they called a 'techy' who told me it was because my broadband 'bounces' on my walls, but if I pay more my services 'might' get better.
In other words blackmail me to pay more to stop problems.
I then knew I had to leave them.
They really should be fined.
Found BT insulting.
Obviously badly managed.
- Location
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- Location
- Littleborough
- Reviewing
- BT
- Date
- 2021-06-14
- Comments
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My advice is not to commit to 2 year deals because they will screw you at the end if you cancel early, even with a house move.
- Location
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- Location
- Telford
- Reviewing
- BT
- Date
- 2021-06-11
- Comments
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This is what i have just sent to BT, the woman on the phone yesterday was horrible, actually shouting at me in the phone , she was incredibly number is 07966045386
I can not believe what you have done, i am already being treated for stress and acute depresion
Yesterday you cut off my broadband
I now have no tv
I can not use my phone
My son works from home and you have stopped him from working
2 weeks ago i phoned to talk about my bill
I tealised i was still paying for a landline package of unlimited calls etc
I had stated and phoned numerous times about the fact i had no land phone , i didnt want a phone but yet you continued billing me for 2 years.
The man on the phone said the best ge could do was refund me £60
And send me a new hub, i still had a bill outstanding and told him my house was going to auction and i woukd clear my bill very soon
Yesterday i phoned to clear my bill , the lady said my wifi was still open but about to be closed down, i had no onowledge of this , only aeare i had to change my hub over which i did yesterday.
I had not been refunded the £60 and my bill had not changed, i paid all outstanding bill of over £100
The lady then put me through to someone else who told me i had been cut off and i would have to open a new account
I have been with you for over 35 years, and now you have caused me to be very ill, and for my son not to be able to work, without even contacting me
I am on the vulnerable list which you should have been aware of
What you have done has totally destroyed me, i can not carry on with no wifi for 2 weeks
I have had to come down the road to send this message
Help ?
We will see what response i get
I have been with BT for 37 years !
I have never known anything like it !!
No one in the world should be left with no communication!!
No warning, no contact from them, NO !!
They just sent me a brand new hub, to set up and then cut my wifi completely
And they are saying 2 weeks minimum.
What i do not understand is i have a brand new hub in place , surely its not that hard to reconnect me !!???
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2021-06-07
- Comments
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Can't fault the service. Was due initially to have the broadband connect 4 weeks after purchase however after the first visit in week one Open Reach could not locate the 'in' to my property and decided that some ground work would need to be done (digging up a bit of path). This pushed my go live date back by a further 4 weeks which would leave me without a connection for 4 weeks as I'd terminated my contract with Virgin. Spoke with BT who immediately dispatched a 4G router to cover the down time. Following week Open Reach dug up the path and did the necessary ground work - spoke with BT again who then brought forward my go live date to the original agreed date. Excellent service all round.
- Location
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- Location
- North Tyneside
- Reviewing
- BT
- Date
- 2021-06-07
- Comments
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On moving to BT, my elderly, hard-of-hearing grandparent intended to retain our phone number, but this did not happen (whether through misunderstanding or miscommunication). We were only made aware of this months later when our original number was deprecated by our previous provider, and we contacted BT to inquire what was happening. We're now outside of the period BT would allow us to reclaim our original number.
The problem is that BT did NOT notify us of the change of phone number. Had they done so, we would have been able to promptly rectify whatever issue led to not retaining our original number, and we would have been able to reclaim our original number within the allowed time period.
The agents I've spoken to have been nothing but helpful, I cannot fault them and I understand there's nothing further they can do to help, but the failings of BT's processes have resulted in an easily avoidable issue and inconvenienced my elderly grandparent.
- Location
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- Location
- AL5
- Reviewing
- BT
- Date
- 2021-06-07
- Comments
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WHAT AN AWFUL AWFUL SERVICE. A BT engineer came to our house a week ago to set up the internet and left without connecting us for some line problem. He gave us no idea on when it would be resolved. Endless calls with BT to organise for another engineer to come today and they didn't show up. I thought it was an essential service what they provide????
- Location
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- Location
- Chelmsford
- Reviewing
- BT
- Date
- 2021-06-03
- Comments
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I'm absolutely disgusted with BT. My mother whos in her 80s switched from EE to BT in what she was told would be a straightforward process taking a couple of weeks. 3 months on and she still hasn't got broadband. This is despite 7 visits from a number of incompetent workmen who in most cases did not have the skill or equiptment to complete the work the came to do. BT are still charging her and it's taking over 45mins to reach BT to complain. BTs fraudulent abuse is nothing short of criminal.
- Location
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- Location
- Thetford
- Reviewing
- BT
- Date
- 2021-06-01
- Comments
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Poor never use them I been with them for yrs and went too fiber 2yrs ago since then been hell service dropping at least 15times a day wrong engineers sent asked for reduction in Bill cos of poor service no I was paying £49 per month so switching too Vodafone guess what they called and offered too match there price my answer was get lost I asked ages ago for reduction because Ur bad service rather give my money too someone else by the way £22pm on Vodafone with calls might get same problems but at least I am not paying over the top prices please please stay away from BT
- Location
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- Location
- Cardiff
- Reviewing
- BT
- Date
- 2021-05-29
- Comments
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Don't even think about joining BT. Shocking customer service . Stay well clear
- Location
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- Location
- Northumberland
- Reviewing
- BT
- Date
- 2021-05-28
- Comments
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They are the worst company i have ever had to deal with. Dont let their PR fool you, their systems seem designed to draw your custom and then take whatever they can with subversive distracting and downright dishonest practice. I am now onto my seventh account number. They even repeatedly rebuffed my request to escalate my complaint and instead advised me on what OFCOM would conclude. I am outraged and remain so since i first engaged with them in November 2020. I am patient and diligent, 20 hours of phone calls failed to resolve it.
- Location
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- Location
- Northampton
- Reviewing
- BT
- Date
- 2021-05-28
- Location
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- Location
- Chelmsford
- Reviewing
- BT
- Date
- 2021-05-27
- Comments
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New customer, 1st 14 days brilliant but now dropping all the time, coming back when I call them which I have to do everyday.
Why are they advertising if their current systems cannot cope with current flow?
Surprisingly I was told by their customer services its my fault because I use alexa yes, so with BT one cannot use WiFi devices! Actually cannot use email, internet, ...
No services but still cashing the money.
All congested yet they still chose to float their cables in trees, wind and rain... oh dear it is still extremely slow when dry and sunny
It is so obvious ombudsmen not doing their work!
- Location
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- Location
- Northamptonshire
- Reviewing
- BT
- Date
- 2021-05-27
- Comments
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BT has been amazing for me I got the fiber 250 package with halo 3+ I get amazing speeds and if anything goes wrong they are quite good at helping me out, I also get bt mobile discounts because of halo 3+ and having there broadband, I definitely would recommend
- Location
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- Location
- Brighton
- Reviewing
- BT
- Date
- 2021-05-20
- Comments
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Very unreliable internet connection ! Router drops connection multiple times during the day. Have had engineer check everything but still fails ! Yet there is countless adverts boasting about how good the internet is, which are all lies !!
- Location
-
- Location
- Warrington
- Reviewing
- BT
- Date
- 2021-05-19
- Location
-
- Location
- Birmingham
- Reviewing
- BT
- Date
- 2021-05-13
- Comments
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We were due to have services installed at the property, with the only appointment window options being 8-1 or 1-6pm. Incredibly inconvenient with school dropoff/pickup, but can't be helped so we made many arrangements to accommodate. They bombarded me with emails and texts telling me to make sure I was in. And on the morning giving the name of the engineer and his mobile number. But nothing happened. No-one turned up, no-one answered my texts or calls. And then when I spent almost an hour on the phone I was told "it might have been a resources or time issue", and once the engineer submitted his notes that evening they would come back to me to arrange a new appointment. They did not. I then spent over an hour on the phone, through a range of departments and 4 different people, with one gem being "we don't want to keep passing you around on hold, that would be a bit of a wind-up"... and then proceeding to put me onto some different kind of caller queue that I never came off. Utterly unbelievable - the most atrocious organisation of services I have ever experienced, with what apparently was an approach of palming me off on hold/new caller queues as they couldn't/wouldn't deal with the problem themselves (call-time targets to hit??). I am completely understanding of operators trying to do their best job. But clearly the policies and systems in place with BT customer service are dysfunctional.
- Location
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- Location
- Bathgate
- Reviewing
- BT
- Date
- 2021-05-08
- Comments
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Speeds were no problem but signal to my sky meant i could not watch Disney and there advive was to drill through my wall into the cupboard where there box was and put up a shelf in my living room so there box could be closer.. eh no.. even though there box is only 5 foot away from the sky box behind a plasterboard wall. Also signal to phones would drop out too, then they said too many devices must be the issue.. 1 sky box 2 phones and 1 tablet, so i changed to sky internet and all these problems are now solved and have never returned.
- Location
-
- Location
- London W2
- Reviewing
- BT
- Date
- 2021-05-07
- Comments
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I had BT for many years. It used to be the best service, in the past 5 years it declined a lot, only the price didn't. The fiber managed to be worse than normal! The instability for a central London area was insane. I was also charged for something I did not own and when i tried to dispute they reported and made it default after only a couple of months in my credit report. They blackmailed me to pay even more extra fees to have my default removed and when I paid they refused to remove. BT quality is awful nowadays, overpriced and they act in bad faith so stay clear, these days there are many other amazing companies offering the same service. I'm now very happy with NowTV for Broadband owned by sky despite of not even need a TV package.
- 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.