3,590 Customer Reviews over 90 pages
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- Location
- Bridgend
- Reviewing
- BT
- Date
- 2018-08-20
- Comments
-
BT Broadband- The Worst Customer service I’ve ever Experienced. I signed up for BT TV and broadband having recently moved house. The installation was meant to be free but they charged me £59. Called to complain and was told the refund would be in my account within 24 hours. One week later had to call again as still no refund. Finally got that money back a few days later.
On the day the installation was due to happen I didn’t receive any communication so checked online and it showed the engineer was confirmed. Just to be sure I used instant chat and was told the same thing. The time slot came and went and the engineer never showed. Called to complain and was told they didn’t know if I needed a new line so rather than check or ask they just cancelled the appointment I had waited 6 weeks for.
Decided 3 complaint calls was enough before even getting the service so decided to cancel the contract. It then took a further 4 x 30min+ calls over 3 days for them to actually cancel. Two weeks on I still haven’t received my refund for the engineer cost and have been charged a bill for a service I never received. Another two hours on the phone and many promises made and I’m still waiting for a refund.
I’m sure the service is great if you ever get it but if you have a problem forget about it because no-one there seems to be able to help. They are very apologetic and all promise to help but they all blame the processes or the systems and there doesn’t seem to be any joined up thinking between departments.
- Location
-
- Location
- Bridgend Mid Glamorgan Wales UK
- Reviewing
- BT
- Date
- 2009-07-29
- Comments
-
Not good service...Call centre in India some where..They said it would be 10 years or more until I can expect a better speed I'm getting 1.3 Mbs and paying for 8 Mbs. I live 1.7Kilometers from the exchange...Not good
- Location
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- Location
- Bridgend, Wales
- Reviewing
- BT
- Date
- 2009-08-18
- Comments
-
Download speed is a rubbish 400kbps!!
- Location
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- Location
- Bridgwater
- Reviewing
- BT
- Date
- 2017-06-06
- Comments
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we have Fibre in the village but because we are a mile from that box our internet/broadband is very slow. however we pay the same monthly rental as everyone!
- Location
-
- Location
- Bridgwater
- Reviewing
- BT
- Date
- 2017-01-12
- Comments
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Appalling down load speed, this has got worse
- Location
-
- Location
- Bridgwater
- Reviewing
- BT
- Date
- 2017-04-03
- Comments
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The broadband is so slow it can take hours to download anything as at times it looses its connection.
It looses connection on speed tests. Im living on a new housing development and yet most of it cannot even get a decent broadband speed, it seems that BT do not care about their customers, they seem more interested in how much profit they can make.
- Location
-
- Location
- Bridgwater
- Reviewing
- BT
- Date
- 2016-07-20
- Comments
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1.3mbps to 1.6mps
We have bought new house over two years ago
We were promised to have fibre optics soon, but I dont know what it means soon in BT language, probably whenever.
2016 and they are still building houses with those crap copper cables...
Average speed in Vietnam is 1,8mbps!!
We all here(not just me) have this issue.
- Location
-
- Location
- bridlington
- Reviewing
- BT
- Date
- 2014-04-04
- Comments
-
Thought i would put this here so nobody gets BT it is horribly slow
- Location
-
- Location
- Bridlington
- Reviewing
- BT
- Date
- 2018-01-11
- Comments
-
It's obvious from the plethora of terrible reviews that BT suck. I agree that BT most definitely does suck. How is my £15 mobile phone internet faster on tethering than my £70 a month BT Fibre?! The staff on the phones pass you pillar to post with infrastructure problems whether you're contracted or not and can be unpleasant, along with crappy long queue times to do even the most simple account checks. Save yourself some time, choose ANY OTHER PROVIDER. You might save enough time to learn a new language, or maybe knit a jumper. Or at least you'll have a router provided that doesn't cut out exactly at the most important part of every show and video game you will ever be part way through. What's weird is that I'm not even a biased or negative person!
- Location
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- Location
- Brierley Hill
- Reviewing
- BT
- Date
- 2017-02-15
- Comments
-
By far one of the worst companies I have ever dealt with! DO NOT USE!!
I took out a contract with them for my broadband and TV. All was good, and then I needed to leave my property, and move back to my parents house. I was, of course, not able to take my service with me. All of the equipment was paid upfront by me as well. I called BT to let them know and to cancel my contract, to which I was told that I needed to pay the rest for the contract?! This was a further 9 months! My argument was that I was receiving no service from them as I was no longer going to be at the property, and i was not able to take with me. They said that when I took the contract out I should have known, to which my comment was I cannot see the future. Apparently BT expect all of their customers to be clairvoyant! I shall not ever use again!
- 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
-
- Location
- Brighton
- Reviewing
- BT
- Date
- 2016-10-12
- Location
-
- Location
- brighton
- Reviewing
- BT
- Date
- 2010-06-02
- Location
-
- Location
- Brighton
- Reviewing
- BT
- Date
- 2019-02-08
- Comments
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Shocking service left me without broadband for a month. Never go with BT.
- Location
-
- Location
- Brighton
- Reviewing
- BT
- Date
- 2017-11-10
- Comments
-
Worst internet worst customer service ever!!! Never ever bt!!
- Location
-
- Location
- Brighton
- Reviewing
- BT
- Date
- 2021-05-20
- Comments
-
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
- brighton
- Reviewing
- BT
- Date
- 2018-06-20
- Comments
-
i am lucky to be able to write this review as i have a 5 minute window of being online before my BT broadband drops out again.
I have been with BT for about a year in a property and they have sent about 10 engineers, ive called them about 50 times and still i cant even send an email without it cutting out.
when i try to call up to downgrade the guy on the phone tries to sell me a higher priced product and tells me that new customers are higher priority.
I then ask to cancel the TV package and only use the broadband (so i dont waste as much money as i do now) and he asks me why. I then say that i prefer to use netflix and he asks why and tries to upgrade the package again.
I would highly avoid this company - load of rubbish.
- Location
-
- Location
- Brighton
- Reviewing
- BT
- Date
- 2020-03-12
- Comments
-
Paying for fast speed get just 12.5mb its appalling,and you cannot speak to a person to get resolved.
- Location
-
- Location
- Brighton
- Reviewing
- BT
- Date
- 2015-09-11
- Location
-
- Location
- brighton
- Reviewing
- BT
- Date
- 2016-05-27
- Comments
-
WORST COMPANY EVER!!! staff don't know what is doing on, they are rude, they are clueless, plain stupid.
Too expensive for what it's worth, constantly getting things wrong. SO overcharged so glad my contract ended this month.
- Location
-
- Location
- Brighton
- Reviewing
- BT
- Date
- 2023-09-05
- Comments
-
Horrendous service. A recent "upgrade" to fibre that has been out of use for 4 weeks since connecting. 8 calls to BT, 2 home visits and no further forward at all. Meanwhile we are unable to work from home. BT have misconstrued our and their accounts and fail to accept any accountability or goodwill need. A sad situation as we have been customers for 5 years and out internet was fine before the "upgrade!". AVOID.
- Location
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- Location
- Brighton
- Reviewing
- BT
- Date
- 2017-07-26
- Comments
-
Beware of all BT charges, transparency
Recently advised BT the required 30 days’ notice (not to renew) prior to the renewal date (late August 2017) of the 12 month fibre optic broadband contract.
Although this contract will end after the 12 month contractual period (no early cancellation), I still have to pay the £31 charge for stopping BT broadband, the cessation fee.
On commencement of the contract BT charged for broadband setup, router postage amounting to £56.95 (disclosed and transparent). Normal monthly broadband charges apply (disclosed and transparent)
This cessation charge of £31 was not transparent and mentioned when I took the service 12 months ago and was only brought to my attention when I decided not to renew the BT broadband contract.
Ofcom should enforce that all charges associated with a broadband contract (upfront and cessation charges) are clearly highlighted/disclosed and made transparent in all marketing information by relevant companies offering such services.
- Location
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- Location
- Brighton and Hove
- Reviewing
- BT
- Date
- 2022-04-29
- Comments
-
Rubbish experience. They steal money directly from your debit and when confronted customer service is appalling, lie and treat you like ****. Worst company I’ve had to deal with. You managed to steal £10 but you lost a customer, and I will make sure to tell all of my acquaintances of this! Just terrible!
- Location
-
- Location
- brightonn
- Reviewing
- BT
- Date
- 2017-07-13
- Comments
-
delayed my installation but did not let me know, no letter or phone call. just been on the phone for 45 minutes, 4 different departments, no progress. AVOID
- Location
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- Location
- Brightwell-cum-sotwell
- Reviewing
- BT
- Date
- 2018-03-09
- Comments
-
What a great person to have working for your company! Darren Williamson was so Polite and very helpful. After 6 months of waiting to be connected back he came and said that some has took our phone line- why the last couple of people couldn’t work that out I don’t know. Thanks Darren your the best.
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2023-05-27
- Comments
-
Having problems with outage , will be 6 days by the time its fixed. However, can't fault customer service. Easy to get hold of a human on the phone, quick to answer and always try to be helpful. Major fault so are sending me out a free minihub. Other providers are hard to get hold of and its frustrating but I think the ease of getting in touch with them is a breathe of fresh air despite the outage.
- Location
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- Location
- BRISTOL
- Reviewing
- BT
- Date
- 2018-03-06
- Comments
-
Avoid at all cost. Worst company ever. Didn't keep appointment and no-one contacted me to explain why. Customer service is abysmal. Have made a complaint but they still don't keep me up to date. Nobody tells you anything, just a load of lies and fobbed off.I hve no idea what the problem is and why it is taking so long to have my broadband conected. Will be looking for a new provider and cancelling my order.
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2014-07-17
- Comments
-
Huge disappointment. Had been convinced by them that not only would the broadband be consistent and speedy but that Infinity would be coming within 3-6 months. Neither has proven true along with no way of getting e-mails from my private domain (which every previous provider managed to do). I should have known better - it is BT after all. Tempted to say more (lots more I could say) but there's little point as no-one will listen, let alone do anything. So - see out the contract and leave BT (again) - this time never to return.
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2018-06-18
- Comments
-
The only reason they get a 1 star is because you can’t leave 0! Worst customer service I have ever experience! They don’t care about their customers in the slightest! They’ve cause me nothing but issues and stress since signing up! Avoid them like the plague that they are! Their service is substandard anyway, got to hyperoptic and get a much much faster long for a better price!! Absolute joke of a company that I will never be a part of again!!
- Location
-
- 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
- Bristol
- Reviewing
- BT
- Date
- 2015-03-19
- Comments
-
For over a week now we have had the wifi dropping out every 30 seconds. I have been on the phone to an Indian call centre for over 6 hrs in total. I have done all the diagnostics they have asked me to, some more than once. I have spoken to managers who have not been helpful, i have been cut off twice and promised call backs which I have not recieved. I have had to unscrew boxes on the wall and expose wires! I am still without wifi after all this and no sign of an engineer.I have been asked to buy new equipment and renew my contract before they will help me, even though my contract has another 9 months to run. I warn anyone thinking of taking an account with BT NOT TO!!! they have no concept of customer service and I am at my wits end. I think i will cancel my direct debit and let them take me to court!
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2017-04-14
- Comments
-
I entered into an agreement with BT many,many years ago and the last time I looked (a couple of years ago) I was paying around 15-ish pounds plus line rental, so it was probably costing around £25 pm.
My loyalty has been rewarded by BT by unilaterally racking up my monthly charges up to £47.
For that I get 0.5mb (I did you not) download speeds, mediocre service, regular breakdowns and a number of 'services' I never use.
for £47 I can get broadband, a decent TV package, line rental, free SIM card and cash back so goodbye BT.
Congratulations- your subterfuge, greed and disingenuity has led me to cancel my agreement with BT and move to a competitor.
I do not expect the customer service will be any better, but at least I can either halve the charges or benefit from some major benefits such as, for example, a TV box and/or movie package.
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2019-05-07
- Comments
-
It's been 4 weeks and still nothing. Business has been running 3 weeks without no service. Each adviser says different things each time. ABSOLUTELY DISGUSTING.
NEVER AGAIN.
MY BUSINESS HAS GONE THROUGH SO MUCH LOSS BECAUSE OF ITS LIES
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2020-08-11
- Comments
-
Moved into a new build property in July 2020 and as an existing customer signed up for their 'easy' home move system. All communication up to our move date was positive, orders confirmed etc. and 3 weeks notice was given. No internet on the day following move in so contacted the customer service team who said the line could not be activated because of a records issue. This was the company line for 2 weeks (we still were without internet during this time). After two weeks the internet started working but was not at the speeds we were paying for. I called numerous times and spoke to numerous people, each one as clueless as the last and it took these two weeks for BT to acknowledge it was there error and apologise!
I was subsequently told that BT would need to re-order our broadband and phone which would take a further days to organise and then another 3 to process the order. This was due to happen on August 10th. I then received a call saying that the order had not been actioned and that we would have to wait another week. This issue is still ongoing and BT have seemed to be uninterested in resolving for us. We are in a new build property so are unable to move to another provider and this is clearly why they do not feel any pressure in finding a resolution.
I cannot stress how little I would recommend this company. Throughout, I have had to chase and clarify details at my own time and expense and was also still issued with a bill during this period without internet access. This was only refunded after I raised this as an issue.
Terrible processes, terrible customer service and seemingly a lack of interest in getting our issue resolved within a timely manner. Save yourself stress and inconvenience by choosing another provider.
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2021-07-08
- Comments
-
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
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2021-06-07
- Comments
-
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
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2017-12-14
- Comments
-
Router Doesn't work with Macs. [Managed to write that sentence before; for the 8th time in the last hour the router crashed for everything - so let's hope I can post this].
I'm out of contract now - so going to dump BT ASAP, I'd like to compare providers on the Web.....but the advantage BT have - is the Web is just a legend hidden behind wires that go nowhere. Oooh - I have a connection, so I'll try to hit send!! Nope, I tried to check my text, and the connection was lost again. Blue!.. send....
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2020-07-13
- Comments
-
Hopeless! I would be embarrassed to be part of an organisation that promises so much yet delivers so little. Unreliable Broadband signal and speed; promised 4 years ago we would definitely get Fibre - and still waiting; engineer comes and everything works for about 48 hours then starts to collapse again; there's always something that's not working as it should. With all the technology available, and given how much we all rely on it, Broadband / phone line should be as reliable as water and electricity .... but it never will be as long as BT have the monopoly. Can't wait for contract to end so we can move somewhere else (even then their antique copper wire will no doubt still trap us).
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2016-10-18
- Comments
-
This is the worst ever ISP (internet service provide) that I have had since 2003. Worst ever customer service. Worst ever order management. Worst ever technical execution. Worst ever liars when it comes to explanations why they did not do what they had promised to do. Worst ever incompetent technical staff when it comes to telephone number managements. Please read on for a substantiation of these statements. Here is My story:
I placed an order to BT on the phone on 14/Aug/2016 for a telephone service, broadband, BT TV and BT Sports. The customer adviser promised that I would keep my existing telephone number, that the service would start in 7 to 15 days time and certainly by 30/Aug and that I would not be without a telephone and internet for longer than 4 hours, and at maximum only 24 hours. All these promises turned out to be empty words -- it is now 63 days later and I have been without internet for 35 days (and of course also without BT TV and BT Sports too -- these were never delivered). And to add insult to injury BT have changed my landline telephone number to a new random number -- I had had my old number for 15 years and all my friends and relatives have that number. However, BT despite actually promising to keep my number (they had promised this in writing) changed my landline number without any warning to me or consent on my side.
So, after placing the order on 14/Aug, nothing happened till 01/Sept except that BT cancelled my order without any request from me, without any warning to me or even an explanation -- just an e-mail that BT had now canceled the placed order. That's it -- simple and plain. Upon calling them on 01/Sept they explained that they had to canceled the order due to an internal system error in their order management system for which they had to apologize terribly and profoundly and then they promised that they would now recreate the cancelled order and start providing services by 14/Sept.
I wanted to speak to BT Complaints department and explain that I had not waited for 17 days in order to be told that BT had done nothing at all for this time and that I needed again to start from zero and wait for another 14 days.
However, there is no Complaints Department in BT -- a customer can only call and complain to the BT Order Management Department, which is the same department that mismanaged my order in the first place.
As an additional aggravating factor, the BT Order Management Department is located in India and there they do know a trick or two on how to deal with the customers, here is a verifiable list of such tricks (I had other tricks played on me, but I do not remember all of them):
(a) they places you on hold and then quietly hang up;
(b) they say that they will put you through to the "Customer Options Team", but all they do is put you to the back of the calls queue to their own department (the BT Order Management Dept) and you simply wait on the line for another 15-25 minutes in order to speak with another adviser from the same department and be asked to explain everything again and again;
(c) they say that they will put you through to talk to a manager, since your case is so serious and urgent, and then they simply leave you on the line to listen to a ringing tone for 20, 30, 40 mins or until you despair and hang up;
(d) they say that they will need to discuss the matter with someone else, who has the authority to resolve your problems immediately, and they promise to call you back within not more than 60 minutes. Then they hang up and you are left waiting in vain for 60, 120, 180 minutes for them to call back, but they never call back, not even 2, 3, 4, 6 days later.
(e) they tell you that they have recorded your complaint and that a manager will call you after 7 days to discuss the complaint -- they set a date and even tell you between which times the manager would call. Only, no manager calls on that date, nor on the following day nor in the following 3 days. Upon calling them again and asking them why no one called they explain that they have no record of this complaint or of the agreed callback, but that they will now log this second complaint and a manager will call you in another 7 days time -- they set the date and tell you the times... you know the story by now: no one calls back on this second time too, not on the third time in another 7 days, not on the fourth time in yet another 7 days (this will now be 7 x 4 = 28 days later).
By 15/Sept nothing happened except that BT changed my landline number to a new random number (despite having told me in writing that they would keep it). Upon calling them on 16/Sept and asking for an explanation they told me that this was due to a system error in their BT Openreach exchange and they apologized terribly and profoundly for this and they promised to correct the error in three days time by 18/Sept. On 18/Sept BT changed my landline number to a another new random number but did not give me back my old number (which I had had for 15 years). Upon calling them they apologized terribly and profoundly, told me that this time they would correct the problem in three days time by 21/Sept. They also explained that my old number had not been restored because the first customer adviser did not know and did not follow the correct procedure for requesting the restoration of the number, but that this time they knew the procedure and they would follow it faithfully. Three days later, on 21/Sept BT gave me yet a third random number but not my old number. When I called them they apologized terribly and profoundly and told me that they would correct the problem in another three days time by 24/Sept. They also explained that the second customer adviser did not know and did not follow the correct procedure for requesting the restoration of my number, but that on this third time they knew the procedure and they would follow it faithfully. Another three days later on 24/Sept BT gave me yet another new random number but did not restore my old number. I called them again and they again apologized terribly and profoundly and promised... well, by now you know the story -- it was repeated no less than three more times before BT at long last managed to restore my old number (which I had had for 15 years and which they had changed without my consent).
Long story short, today is 18/Oct/2016 and I still do not have any internet, neither BT TV nor BT Sports. They are now promising that they would start providing services soon. Should I believe them? I should I call and tell them that I want to leave BT on grounds that for 63 days BT managed only to change my landline number to several random numbers but have not managed to start delivering internet? Having written this account of my woes (and now that I finally got back my old phone number) I think that I will go and check Virgin Media prices and give BT the "end-of-line".
- Location
-
- Location
- BRISTOL
- Reviewing
- BT
- Date
- 2015-12-23
- Comments
-
Having closed my account 3 years ago they went on and defaulted my account for 4 months later which affected my credit rating. Sent letter with details it was their fault, called 6 times and never heard back from them. 4 months waiting now and still nothing. Unacceptable and will never ever use again.
- 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.