3,590 Customer Reviews over 90 pages
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- Location
- Dorset
- Reviewing
- BT
- Date
- 2014-10-28
- Comments
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Like most providers they sell you a package that quotes an "up to" speed. I was sold speed "up to 17Mb/s", what I have got is maximum of less than 8Mb/s and a minimum speed that is so slow it will not even load the speed test!!!!!
- Location
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- Location
- Birmingham
- Reviewing
- BT
- Date
- 2021-09-09
- Comments
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Waste of time you don’t get any where near the speeds you pay for. The customer service is awful put simply don’t bother
- Location
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- Location
- West Sussex
- Reviewing
- BT
- Date
- 2018-03-19
- Comments
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DO NOT USE BT!!! - If you even consider using their service, DON'T!!!! Please - if you are looking at broadband and are reading this, take it from my first hand personal experience that these criminals want your money and nothing more!! I had signed a contract with BT and it took them 3 months.... 3 MONTHS to actually get the internet to work, this involved calls nearly everyday of which the representative on each occasion had no idea that I had called the day before and made me go through the same steps every time to check my broadband was working then said "call tomorrow and see if it repairs the issue". They made me do this for weeks! Then said they had sent out hardware which they hadn't as each time I called, the representative then told me that nothing had been sent and they themselves would send out the hardware... that took 3 attempts. Had I have wasted as much of their time as they had of mine I am sure they would charge me for that too!!
THEN - when I complained they offered me a £10 compensation... £10.... 10 measly pounds after which by this point the contract had cost me nearly £150... for no internet!! That is like robbing a guy and not going to court for it!! Then when I ask to leave they want me to pay the full contract. which is 2 years long! Needless to say, they can't get their act together, they are absolute CRIMINALS!!!!
I sincerely hope that NOBODY even thinks of using this service, it is slow, expensive and the hardware they provide you with would be better off being used as a frisbee. ABSOLUTE UTTER RUBBISH!!!
- Location
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- Location
- CRAYFORD
- Reviewing
- BT
- Date
- 2020-10-09
- Comments
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0 is the correct sattisfaction and reliability. I chose BT because of the brand....big mistake. I did the same with Virgin, bouth rubbish network providers in my area. I have 3 childreen and i use internet quite often, even with my CCTV, and dorbell with camera. The internet it is realy not working att all, i have the round hubb what they bragg about but it is only for disighn....not pleased at all and i canceled the contract. I have 40Mb minimum and 18 MB upload in contract but the speed is much less,nothing is not working, fault after fault, youtube is not loading, they talk to talk but dont chose BT...contract for 40£ a month and no good internet?????? What a joke,!!!
- Location
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- Location
- Brentor, Devon
- Reviewing
- BT
- Date
- 2015-03-01
- Comments
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WiFi on Home Hub 3 stopped working and advice from Customer Services was to buy a new hub from another manufacturer since BT do not support WiFi and will not replace defective hub. Netgear Hub works perfectly, but after about a week speed dropped from 3MB to 2MB so suspect BT have reduced since I am no longer able to support FON users.
Dreadful customer support and will probably change in Jan 16 when contract expires.
- Location
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- Location
- basingstoke
- Reviewing
- BT
- Date
- 2009-10-28
- Comments
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The Indian support is not very good as I cannot always understand what they are saying.
- Location
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- Location
- Cirencester
- Reviewing
- BT
- Date
- 2015-12-30
- Comments
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Awful service. I ordered over a month ago. Was given an install date for an engineer to visit my house. He never turned up. They never called. I called them to be put through to a Indian call centre to be told i would get a call back within 48hrs. I received nothing. two more times i called two more times waiting for a call back... nothing. How they can run a company i do not know.
- Location
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- Location
- Birmingham United Kingdom
- Reviewing
- BT
- Date
- 2018-08-05
- Comments
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BT provide the most atrocious, awful, poor, unacceptable, unsatisfactory and the worst and most terrible internet ever. I have been with many different internet providers and BT of all services has absolutely shocked me with how godawful their service is. BT say they are supposedly and I quote "the most best and fastest internet provider" out of all the internet providers in the UK. Well if you as the public people want a real and honest answer then here it is. BT are such false advertisers and it is completely ripped off the internet for over 1 whole year now has been turning itself on and off every 1 minute so for every 5 minutes our internet switches itself on and off about 20+ times and that is completely ridiculous they do not provide any satisfactory customer service whatsoever and I say their company and everything else is a complete failure to themselves and to me, my family and everyone else who is still with then at the moment because I don't know if anyone else is having too many issues to count but if so don't be shy at all to speak out because I am no longer staying with with dread nightmare awful and absolutely God dam horrendous service any more i get more data from my ee data plan (4g) so that says it all. Thank you for my service.
- Location
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- Location
- Kingswood
- Reviewing
- BT
- Date
- 2019-11-25
- Comments
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If you want to get internet from BT make sure you place your order at least 6 months in advance. Last time i believed 3 and a half months just happened by mistake, but 6 years later it's the same. You just lose money taking days off work to receive a call before noon with "sorry, can't be done today. Have a nice day!". Well, i will sure have now, thank you
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-05-23
- Comments
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DO NOT USE BT! This year was the first time that I have used BT for my broadband services and I completely regret it. Customer service is useless, you have to bug them over and over again to get anything done and it takes on average 10-20 minutes to get through to them. They made mistakes which led to me having issues and even my installation was delayed multiple times. They charge you for anything and everything and even the cancellation fees are more than with any other company. I will never use BT again and definitely recommend Sky or Virgin over them.
- Location
-
- Location
- Tendring Peninsular
- Reviewing
- BT
- Date
- 2017-12-08
- Comments
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Premium charges for unsatisfactory 'services..
- Location
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- Location
- Northants
- Reviewing
- BT
- Date
- 2015-09-23
- Comments
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Got Fibre Optic a year ago. worked straight off at 80mbps+
Now slowed right down to 45mbps
contacted BT and after several checks identified my line has been turned down to 45mbps
When I asked why I was told it was due to my previous issues (I'd had none) and that an engineer would go to my local exchange and tuned it back up, they haven't (no surprise)
Now I know 45mbps isn't really slow, but I checked with BT before buying that I would get 80+ and did for a year.
They still say 80+ is available and my neighbour get it, so I'm left paying for something I'm not getting.
Out of interest if you go to http://speedtest.btwholesale.com
then run a speed test you will see the speed your getting.
Once you've done that select further diagnostics
enter your broadband related phone number and run diagnostics test
The result will display the speed available on your connection.
Its less than when you first had the service then its a BT issue. Don't be fobbed off by BT telling you its not down to them.
It may be that they've turned it down for existing customers because the exchange is struggling, thats simply not your issue and you should get what you signed up for and are paying for.
- Location
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- Location
- Tarbert, Argyll
- Reviewing
- BT
- Date
- 2015-08-27
- Comments
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Speed is middle of the road, customer service is the worst. The whole process is actually abusive. From the long wait with the phone ringing the whole time (music anyone), to asking the same questions repeatedly, to intentionally obfuscating the situation, to an obvious goal of getting you off the phone vs. solving the problem and ultimately succeeding because there is no alternative and no quality control. The worst of the worst in terms of customer service. average to poo in terms of quality of product.
- Location
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- Location
- Midlands
- Reviewing
- BT
- Date
- 2016-01-06
- Comments
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Product (infinity 2) is drastically overpriced, but it works,isn't too slow, no complaints about service! Router isn't bad either :) but, when asked if I want to keep my phone number I said yes, they changed it, I've since called 10+ times and the only thing they've managed to do is change my number to another completely random number, ridiculous. I was also unable to login to my BT, so unable to pay bills and see details for 3 weeks, this has since been sorted. Customer service is terrible. Bt is good, if it goes to plan.
- Location
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- Location
- Huddersfield
- Reviewing
- BT
- Date
- 2020-02-06
- Comments
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Absolutely trash, crap upload speeds, crap download speeds, constantly disconnects and not to mention customer service is as about as useful as a chocolate teapot. Avoid BT like the plague not worth the money.
- Location
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- Location
- Grimsby
- Reviewing
- BT
- Date
- 2023-04-02
- Comments
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Olivia from Blackburn deserves a good review due to her good customer service, we was in the middle of cutting contracts due to not having the help we asked for (temporary hub) after ringing and speaking to many different members of the team trying to get us to pay for different things to solve the issue, Olivia was straight on the case and got us a hub sent out for free, she understood we was cutting contracts and she really tried to keep us as costumers! Great work
- Location
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- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2014-11-04
- Comments
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Constantly being harrassed by a 3rd debt recovery company employed by BT after satisfying the first 2 companies that the disputed debt is not valid, basically I cancelled via telephone last November and was billed for several months after. Written two letters directly to BT. No response.
- Location
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- Location
- Derbyshire
- Reviewing
- BT
- Date
- 2018-08-07
- Comments
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Out of contract and moving home I reluctantly paid bt’s extortionate month by month costs before finding a better service elsewhere so cancelled the dd at my bank.
My bank then informed bt and I got the expectedofficious call to ‘investigate’ why. I informed them then on the phone I wanted nothing more to do with them and cancelled.
Big mistake doing it verbally as bt maliciously kept my account open! That was two months ago and I am still receiving threatening demands for money I cannot afford and with no written proof I cancelled am subject to continuing extortion.. threatening language in their emails escalating despite attempts to sort it out humanely; the nasty Corp bullying lying fascists!
If I don’t submit and pay what they demand I face debt collectors and reporting to credit agencies!
Charming BT!
- Location
-
- Location
- Bedford
- Reviewing
- BT
- Date
- 2017-07-15
- Comments
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absolute scammers
- Location
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- Location
- Birmingham
- Reviewing
- BT
- Date
- 2022-01-12
- Comments
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Been with BT since July 2020, and they just tried to slap a £50 charge for equipment that I NEVER ordered let alone received! Phoned up, and was told that it was taken off the account just for services to be taken offline few days later. Sickening.
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2018-07-12
- Comments
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Customer service is absolutely appalling.
Numerous phone calls to many people who have no idea what they are talking about.
They disconnected my broadband but apparently were unaware on whatever system they were claiming to be looking at.
Then they booked an engineer who was in no position to undo the handy work of whatever genius decided to disconnect me.
Last of all I was told that if I wanted to reconnect I would have to enter a new contract.
A horrendous experience of going completely offline for weeks with nobody capable of sorting it out.
Never again BT, and to think how many hundreds of millions of public money this company pocketed.
- Location
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- Location
- stafford
- Reviewing
- BT
- Date
- 2015-07-13
- Comments
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After waiting in for three seperate engineer appointments I still haven't seen an engineer, each missed appointment resulted in me phoning BT to be told a different lie about why they never turned up. Three weeks after placing my order I have now been guaranteed (for the second time) that my engineer will connect me on two weeks. Apparrently my order got stuck in the system.
- Location
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- Location
- Congleton
- Reviewing
- BT
- Date
- 2015-05-08
- Comments
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Moved into new property, ordered BT infinity 2 months before moving in, then had to wait another 58 days with no broadband or phone, BT eventually connected us to broadband, and we got a max speed of 2 mb/s 2 weeks later go infinity, and that is a max of 12 mb/s.
BT are trying to charge us for Infinity when we only get broadband speeds, they take money out of out bank account with out notice.Customer service is non existent was with virgin before BT are the worst company I have ever dealt with. They promise speeds they can no do and when you complain use the old distance from exchange excuse.
Believe non of there blurb its all untrue, Open reach are a disgrace and hide behind we are not customer facing story.
BT are a total disgrace to the country,If you are after broad band stay away from BT and Open reach if you can.
- Location
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- Location
- Congleton
- Reviewing
- BT
- Date
- 2015-05-08
- Comments
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Moved into new property, ordered BT infinity 2 months before moving in, then had to wait another 58 days with no broadband or phone, BT eventually connected us to broadband, and we got a max speed of 2 mb/s 2 weeks later go infinity, and that is a max of 12 mb/s.
BT are trying to charge us for Infinity when we only get broadband speeds, they take money out of out bank account with out notice.Customer service is non existent was with virgin before BT are the worst company I have ever dealt with. They promise speeds they can no do and when you complain use the old distance from exchange excuse.
Believe non of there blurb its all untrue, Open reach are a disgrace and hide behind we are not customer facing story.
BT are a total disgrace to the country,If you are after broad band stay away from BT and Open reach if you can.
- Location
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- Location
- Lichfield
- Reviewing
- BT
- Date
- 2017-07-23
- Comments
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Don't trust them, I negotiated a deal for 12 months, two months later they upped all the prices, I complained and they simply hid behind the small print, disreputable and dishonest is my view of them, worst of the broadband suppliers, it's about time these long contractual tie ins were made illegal
- Location
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- Location
- Hook, Hampshire
- Reviewing
- BT
- Date
- 2018-10-31
- Comments
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Easy to renew contract for phone and broadband. Broadband speed quoted as minimum of 53 mbps but getting only 30. Router log shows internet connection dropping out betweeb 20 and 40 times per day, generally during busy periods. Definitely not getting value for £55 per month. Telephone on same line having no problem.
- 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
- Isle of Wight
- Reviewing
- BT
- Date
- 2015-08-06
- Comments
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Have been with BT 7 Years now ADSL and fiber broadband.
Contract up for renewal this December.
Moving to wightfiber, had enough of BT'S poor customer support and lack of knowledge
- Location
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- Location
- newtownards
- Reviewing
- BT
- Date
- 2016-06-15
- Comments
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Not getting speed I was told I would get when I started contract.customer service rubbish.
- Location
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- Location
- WATTON
- Reviewing
- BT
- Date
- 2016-02-21
- Comments
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Despite being informed by BT that we should be getting speeds up to at least 20mb/s, we are lucky to get 6 for downloads and 2 for uploads. No one seems that bothered when questioned about it but they still insist on charging for a service that isn't fit for purpose
- Location
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- Location
- Norfolk
- Reviewing
- BT
- Date
- 2015-12-08
- Comments
-
After many years of problems with talk talk, contacted BT. I was assured that I would have a better service from BT, including the ability to discuss problems with an operator in the U.K.. In practice, the broadband has just been off for another three days (the seventh time this year) and again I have had to waste time talking to operators overseas (in India) some are very difficult to understand and some very unhelpful (one would not even discuss the fault, just said that we needed a new filter, which she would order for us - that was months ago - no filter ever received). I have tried to contact an bt rep. in England, who could probably resolve the problems - but this seems to be impossible. BT CUSTOMER SERVICE IS VERY BAD, the only difference with Talk Talk is that their operators seem to be in several coutries, whereas BT are all in India!.
- Location
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- Location
- Blackburn
- Reviewing
- BT
- Date
- 2015-04-19
- Comments
-
Where do I start, BT are a complete shambles. I only live just outside of a major town but the best they can give me is 2 meg. I dont want to pay more for FTC as I think this will be crap as well. At present the superb technological giant of BT can manage to deliver is 0.5m. I have had endless calls to their customer help desk, a singular example of an oxymoron if ever there was one. I have had visits from engineers, I have had new routers, in the end somebody at BT with an IQ bigger than their hat size could work out that its their stupid copper phone line we might get somewhere. Unfortunately they seem to busy escalating it to another team who wont call you at the agreed time and even worse will still not do anything about the issue. I think we couls all club together and send the CEO of BT a torch and a mirror because thats the only way he/she could find there own backside.
- Location
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- Location
- Hayle
- Reviewing
- BT
- Date
- 2015-08-22
- Comments
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This company would appear to be institutionally incapable of living up to promises made to customers. It's customer service is by far the worst I have ever experienced. After over two hours on the phone today having been asked by BT to contact them regarding my order, I am still waiting for the answer to a simple question!! My question has now changed to 'Can you cancel my order please?'
- Location
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- Location
- Wales
- Reviewing
- BT
- Date
- 2019-01-28
- Comments
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Promised speeds nearer 50mbs and at the beginning that’s what we received, then the cancellation date passed and speed drops to18mbs. BT first say fault at the exchange, then line outside house now it’s inside the house and a possible £85 charge. Fault promised to be fixed by 26th - now 28th and still poor speed
- Location
-
- Location
- longfield
- Reviewing
- BT
- Date
- 2015-05-14
- Comments
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Bt ithe worst company I have ever dealt with. Their Broadband Help Line Operatives every time I phoned, listen have you do checks confirm the speed you said you had,and do nothing.After 3 weeks of hell numerous phone calls my Infinity 2 speed was still 12Mb/sec. I gave up and am now on a different provider with 50mb/sec. BT useless and I advise every one to move.
- Location
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- Location
- Oxfordshire
- Reviewing
- BT
- Date
- 2010-10-16
- Comments
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We have BT Broadband Option 3, with a Home Hub v2.0 (wireless n). Performance is pretty good (7MB download) but the connection has a nasty habit of going down 2 or 3 times a week.
The hub is great - we have 3 PCs wired into it, and run my daughter's laptop, 2 XBoxes and 1 PS3 all wirelessly onto it. Performance wise it is very good.
Customer service wise though BT are a laugh - rather like a bloke trying to get into a woman's pants they will say anything to you, and afterwards they will dump you and ignore you.
- 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
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- Location
- Anglesey
- Reviewing
- BT
- Date
- 2015-03-04
- Comments
-
Extremely disappointed in the service provided by BT. The new e-mail system is a bit of a joke. I feel that the customer service that is provided is just there to frustrate you and make you give up on the enquiry/complaint.
- Location
-
- Location
- Peterborough
- Reviewing
- BT
- Date
- 2009-08-06
- Comments
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I am supposed to get at least 3mbps out of a package supposedly for 8mbps. As I live less than two miles from the relevant exchane (in a straight line the download speed of 0.94 mbps and upload speed of .331mbps are absolutely appalling. I have complained, had the line checked, etc, etc, and all they can tell me is that the speed is unlkely to improve! I cannot get a cable supplier, as the street I live in is paved, not tarmac, and, despite there being a utility strip down the side of the road, the cable companies will not lay it.
- Location
-
- Location
- west lancashire
- Reviewing
- BT
- Date
- 2017-01-11
- Comments
-
I would rate customer service as appalling if it existed at all. The fact is you literally cannot get hold of anyone who seems to understand, or is able to sort your problem.
Despite numerous calls to report an intermittent fault with broadband and landline, I am still no nearer having the issue resolved. I have had a call centre operative in India tell me that the problem is my router ( how she could check from the other side of the world is beyond me, and I work in telecomms).
I was subsequently sent a replacement router which turned out to be older than the one I have and needless to say did absolutely nothing to solve the problem, this I immediately sent back. I have tried without success to obtain a UK phone number or email address and wish I had never signed up to BT, I know that the problem with my service is the old copper cable dangling from the pole outside my house, it has been ther since the house was built 55yrs ago. This cable has been swinging in the wind, rain, snow and ice for all those years and has obviously degraded, but unfortunately BT operatives don't seem to understand what I'm talking about and refuse to do anything other than send me replacement routers ???. Awful service.
- Location
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.