3,590 Customer Reviews over 90 pages
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- Location
- Bushey
- Reviewing
- BT
- Date
- 2023-10-19
- Comments
-
Worst telecom company ever. We are moving out of town and have been told that we owe a £500 penalty to close our account despite being up to date on all payments? Outrageous! Virgin does not slam their customers like that. Once your contract ends I recommend that you choose ANY other provider in the UK (i.e., Orange, Telefonica, Vodafone, Deutsche Telekom, Telenor Group and Virgin Group). Or if you are looking subscribe, DON'T! They do not care about you as a customer and only want your money, and they will screw you to get it.
- Location
-
- Location
- Buxton
- Reviewing
- BT
- Date
- 2010-06-23
- Comments
-
speed has dropped from a download of 1.8/2mps to 0.3mps and Bt helpdesk insist thisis because of distance from the exchange, 3.1km,as an BT pensioner I am seriously considering changing isp
- Location
-
- Location
- Caerphilly
- Reviewing
- BT
- Date
- 2021-07-05
- Comments
-
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
-
- Location
- Caerphilly
- Reviewing
- BT
- Date
- 2015-07-23
- Comments
-
Broadband has never worked the engineer who installed my brand new line left with no working system not knowing why...... BT customer services are a joke - never actually return phone calls - though I have had mysterious silent mobile answer phone messages with no associated phone call- I'm sick of repeating myself and I'm sick of being spoken to like an idiot as if I can't plug in a bleeding hub correctly . They have now cleared my 'fault ' on the online fault tracker ..... I wish ! It all seems like they are cooking their figures for Ofcom ! The public are not that stupid ! I'm so close to just returning the hub etc and telling them to shove their broadband .......if you're thinking of using BT all I can say is DONT!!
- Location
-
- Location
- caerphilly
- Reviewing
- BT
- Date
- 2017-05-15
- Comments
-
Awful internet service.
freezes all the time. It makes watching programs take twice as long constant freezing day in day out. Havent had any problems with any other providers
according to them they are the best.
- Location
-
- Location
- Caister-on-Sea
- Reviewing
- BT
- Date
- 2019-04-25
- Comments
-
I agreed a broadband deal on line. They cancelled my phone and broadband with sky on my behalf. They sent me several emails stating a date when my router would arrive and the date when my broadband be started. The day came I set it all up and I had no phone or broadband. I waited up till midnight when they said it may take till. Still no broadband. The next day I went to work when I came home still no phone line or broadband. I phoned and after waiting for 15 minutes for them to answer the phone was told that there wasn’t a portal for them to connect us to so the order had been cancelled yet no one had contacted me. I was told that I would have to wait 24 hours then ring back again to re order. So I did just that to be told on this occasion that I could only have the copper connection and had to go on a waiting list for the fibre connection and there was no time frame. I had to wait for someone to cancel theirs and then take my place in the queue. Also that I could not have my google home as agreed on my previous deal as it wasn’t on this copper one. Maybe when I finally got onto the fibre they would see what they could do. I can’t believe that a big company like BT couldn’t still give me the gift as some sort of compensation for all the inconvenience That was caused by them. I am absolutely disgusted by them. Do not go with them their deals are a scam as they don’t know until the date of connection if there’s an available portal. All to late as your previous supplier will have been cancelled.
- Location
-
- Location
- Camber
- Reviewing
- BT
- Date
- 2017-01-15
- Comments
-
6 months of low speed broadband and counting
Moved to Camber from S. E. London, where we had Virgin broadband at 70 mbps. Had to switch to BT at Camber as no alternative. Opted for BT infinity hoping for reasonable speed. Best so far 16mbps and that was by a BT engineer with a hard wired meter Typically 8-12 mbps. So far 5 engineers visits and hours online with no improvement. Yesterday down to 5 mbps again, contacted BT, they tested line and agreed there is a problem. Will send engineer but warned may charge £129 if fault is in house, note they installed line in house and charged for it. Tested it today, 2.5 mbps, received message from BT informing me that they have now found fault on line and will fix it, but not until 19/01/2017. I despair, especially as they have a monopoly, No point in switching as all suppliers have to use the same line.
- Location
-
- Location
- Camberley
- Reviewing
- BT
- Date
- 2015-11-23
- Comments
-
BT = Broken Telecoms.
I've had similar experience of the BT service as a residential customer. Since moving to cable (Virgin) I've never looked back. I'm now once again experiencing the BT disaster on the company connection, if indeed connection is the right word. Intermittent issues going on for weeks. Seemingly with no resolution. Engineers contacting once in a while just to see if the problem has fixed itself, at least it feels that way. They really come across as clueless. Wouldn't recommend them unless you literally couldn't get hold of 2 tin cans and some soggy string.
- Location
-
- Location
- Camberley, Surrey
- Reviewing
- BT
- Date
- 2014-05-01
- Comments
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Been with BTyahoo mail for years and no problems.
Change to ne BT Mail is terrible.
System is slow , features only work occasionally, cant format emails easily or properly.
And then - you try and contact anyone at BT for help - they are totally useless.
If you want a package to send business emails on with some decent prompt back-up - DONT CHOSE BT
- Location
-
- Location
- Cambourne
- Reviewing
- BT
- Date
- 2020-09-17
- Comments
-
If you're thinking about switching to BT broadband because of the BT reward card incentive then beware. They seem to be making it difficult to claim this, despite them claiming it should appear automatically on your account.
My own experience was that the reward card never appeared on my account. After contacting live chat to enquire about this, the adviser said he could not transfer me to the relevant department and told me to phone instead. This would have involved wasting more of my time because of the long waiting time on the helpline.
A quick Google search of 'bt reward card', and filtering by the past month shows lots of people complaining about not receiving reward cards, showing this is a current widespread issue. So unless you're prepared to waste time chasing this up, then don't expect to get the card.
The broadband itself has been excellent. I'm on a FTTP connection which is fast and reliable. It's just a shame that this experience with the reward card has soured my opinion.
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2015-06-21
- Comments
-
BT Broadband service is appalling! Emails going missing. Losing totally, inbox, outbox, all saved emails. Have needed to contact them for the past 3weeks. Today, again, emails disappearing into the ether. It takes minutes to sign in/out, Change to another email address, etc. So disappointed with the very poor broadband service. Since it combined with Yahoo it has been nothing but trouble. Ive been told that BT are slowly severing their customers from Yahoo but it could take months! Not acceptable BT. Should really change to another provider and that would kick BT up the bum. This is the 4th week and this morning it's so slow I need to wait for the service to keep up with my typing. Poor show BT you should be ashamed.
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2014-02-23
- Comments
-
I used to have Virgin Media (not my choice but landlords) and oh my god was that the worst. Not only is the speed god aweful but the reliability is a joke.
Switched to BT and i've had fast internet with very little downtime. Best thing is there is no fair-use policy like you do with virgin so I don't get throttled when I need to download something from steam.
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2023-04-20
- Comments
-
Disgusted with BT and being billed 4 days past my contract end date.
My contract with BT ended on 17th February 2023 but when my final bill came it said i owed up until 21st February!! Thieving scum bags and internet is not worth what they say - quick to deny systems are down when in fact its BT's rubbish service and stealing from customers who choose to leave!!
- Location
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- Location
- Cambridge
- Reviewing
- BT
- Date
- 2016-10-13
- Comments
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3 months now with BT infinity. Cannot get signal round the house despite their stupid advert on TV. Internet drops almost daily (not according to them) and modem constantly needs re starting. They blame the microwave!!!! modem is 40cm from my laptop so no interference. Can get engineer out but if they can't find a fault then I will have to pay £129 added to my phone bill. 9 more months and then I'm out....
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2014-10-18
- Comments
-
Bad customer service - I have been tied into contracts with them for the last 4 years due to house moves and them renewing my contract every time I move. At one point they wrote to me asking if they minded if they cancelled my contract because someone else wanted to use the same number as me and when I called them and said I was happy for them to cancel the contract they then threatened to charge me a penalty of hundreds of pounds because cancellation of the contract would be 'my fault'! I am now desperate to leave them and literally halve my bills for broadband and phone and they won't give me a MAC code to move my broadband. Even requesting a MAC code from them takes ages as they are aggressive when you ask for it and you have to keep repeating "please give me a MAC code" for 20 minutes before they will even put in the request. I am three days away from reporting them to OfCom. I will never use BT again.
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2014-12-09
- Comments
-
I was charged £130 for a new line even though I had an active line .their customer service is a waste of time, they do not listen they talk like Robots. I am waiting for the end of my contract then I wiil leave BT and never consider them ever again.I will make sure none of my family or friends use them.
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2020-05-01
- Comments
-
We called BT help line like 10 times now and they all seem to be useless! The worst service ever rude and very unhelpful!! The internet is keep loosing signal all the time and all they say is that on they side it shows that is working just fine! ********!!! We paying so much money each month and they won't even try to solve the problem and if we want to finish the contract earlier we have to pay extra money!!! How does it work??? Really?!?! If you cant provide my house with a internet which doesn't keep disconecting how can you keep taking money from us!!! They won't even send anyone to check it or try to fix it... still same excuse, they say that it's working fine! That's just disgusting customer service and ripping people off!!! I wont recommend it to anyone!! There is so many different internat options on the market!! BT is a massive scam with the worse customer service ever!!!! I hope people relise soon how **** you are and this company goes down and whoever the rude woman was on the phone I hope you loose your job and end up on the streets as that is what you deserve for taking people money without providing the service you promised!!! BYE
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2016-05-18
- Comments
-
BT are terrible and have been for many years. I've had to use them twice due to circumstances beyond my control.
18 months into my contract and I'm still waiting for them to install a phone line. Took them 6 months to install internet.
Phoning customer support results in the call being dropped at a guess about 75% of the time. I've had to book days off work just to finish phone calls with BT. I've spent more than 4 hours in one sitting in the past without getting to a resolution (10th May 2016) and today I needed to book an engineer to come out and that phone call took an hour.
They've also signed me up to BT Sport for free initially, then started charging me for it. They said they informed me by email, but I receive an email from BT every couple of weeks that contains nothing but spam and so I happened to miss this, which they blamed me for.
Please please please, do whatever you can to avoid them.
- Location
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- Location
- Cambridge
- Reviewing
- BT
- Date
- 2015-02-16
- Comments
-
Firstly, service, in one word, is PATHETIC. BT took a sweet 20 days to put up the line. And the line did not work! They took another 7 days to fix the problem.
The speed was excellent. It worked without problems for exactly 2 weeks. After that, the disruptions began. The modem would stop working every 15 minutes to two hours, for 15 seconds to 3 minutes, at random. This basically means that you cannot stream movies without having interruptions at random. You cannot VPN into office without having to go through the trouble of reconnecting at random intervals.
Then comes customer support. Support folks are mostly a friendly lot with intentions to help. Though the intentions rarely translates to actual proper, satisfying resolutions.
I took the connection because of the speed and unlimited service, but little did I know that the advertisement not mentioning an uninterrupted service meant that the service would be as pathetic as it is!
I would rather go for lesser speed with download limits than continue with such a horrible service, but unfortunately, they want me to pay a discontinuation fee of some sort. I think I might take this to court since there are many ongoing, registered complaints regarding this.
The saddest part is that this is my first experience in the UK, and I am thoroughly disappointed because the so-called "Third world nation" that I come from, offers much better service, reliability, customer service! So much for the British experience..
PS: No nationality based offense meant. But the BT service so far, is what it is.
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2018-05-14
- Comments
-
Broadband and mobile phone reliable. Poor customer contact.
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2014-11-22
- Comments
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Broadband speed is very slow. Wanted to upgrade to Infinity and ordered and then BT has cancelled my order saying that it is not available in my area. Then, BT called me again and said Infinity is available and I ordered again. Guess what they cancelled again. When I check on their website with my phone number and postcode it says Infinity is available. As I live in a new development area I had to use this terrible service for ages.
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2018-07-10
- Comments
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The difficulty of setting up service from BT is an extraordinary experience.
Having received a14 page letter advising me of procedures,
benefits and the usual administration policies, l waited on the advised day, after cancelling work to accommodate the arranged visit.
The 5 hour slot for the engineer reached halfway, after -which I spent 40 minutes on the phone to ascertain the
likelihood of an appearance.
Having been given 2 order numbers, the result of the confusion was that my order was cancelled because of a
systems failure. Unable to give any indication as to when
an engineer could be organised - because the system would not allow it - I asked to speak to the line-manager who
unsurprisingly was “not on floor”.
I now wait with eager anticipation for the next instalment of
‘Systems Are Us’.
As a communication company BT can only stand for Bloody
Terrible.
- Location
-
- Location
- cambridge
- Reviewing
- BT
- Date
- 2018-02-19
- Comments
-
Your time is valueless to BT. Be prepared for connection failure followed by waiting in for a 5 hour window with no pre-call when en route. On arrival the engineer will tell you the problem is their end as it always is (there's nothing in your home that can go wrong). Mendacious incompetents uncontrolled by effective competition and consumer advocacy. They make masses giving rotten service so why make any effort?
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2015-02-23
- Comments
-
I had Virgin Media for 2 years and I only had an issue once. A technician was sent immediately to fix it. I've had BT for 6 months and I have issues on a monthly basis, which I'm left to myself to solve. I've had to look up answers to questions online, which the phone support was not able to provide me with. I strongly recommend Virgin over BT!
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2014-10-08
- Comments
-
Unbelievably poor service. Placed order two weeks ago, waited on Thurs for engineer to turn up. Didnt show, I phoned, BT promised to sort out and call Mon. By Weds still no call so I had to call back - SNAFU - nothing resolved. I hate BT
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2015-11-16
- Comments
-
2email accounts' whole inboxes we removed and put into "deleted" folders. When I asked why this was happening an Indian adviser informed me I could go to BT help to recover these emails. I wanted to know WHY the emails had been moved I'd already discovered them. Then he said there was a "glitch" on his BT computer and could no longer help me. This service is at best useless and there just is no accountability by BT for their appalling service to paying customers. Their help menus are useless. Why not give out telephone numbers as, on occasion, customers who phone them are unable to use the internet because it has failed! We've been told throughout 2015 that BT were dumping Yahoo but this still hasn't happened and BT are still not being held to account for the useless service on Yahoo email accounts. Extremely poor service by BT to its customers.
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2016-11-23
- Comments
-
hi
my contract exprired last months! So before I looked for the new price plan I contacted BT and spent 28minutes waiting to talk tosomebody and let them know I am planning to leave BT. After 28 minutes I did hand up and now arranging a deal with Sky. It is a shame BT does not have a dedicated line for thosethat are leaving. But this actually help me have better deal! Their loss!!!
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2016-11-28
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2018-09-17
- Comments
-
Utterly useless company. 6hours on the phone, always the same response with all of their staff... I'm sorry to hear that, let me sort it out... then they dont.
I ran up Virgin and within 20 mins got my wifi at £10 cheaper and it was up and running within 3 days.
AVOID THIS COMPANY
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2016-07-21
- Location
-
- Location
- Cambridgeshire
- Reviewing
- BT
- Date
- 2016-10-17
- Comments
-
Switched to BT from Utility Warehouse using U Switch. All communication very good, emails from BT keeping me informed all along the way, equipment arrived when said it would, switch over happened on the day it should. All very good, nice and easy. Excellent Broadband.
- Location
-
- Location
- Cambridgeshire
- Reviewing
- BT
- Date
- 2015-05-10
- Comments
-
I moved house a year ago where I was on 125MB Virgin Broadband, it worked like a dream. I've been forced to pay BT as they're the only provider where I am at the moment and it's disgraceful. Currently paying for "up to" 17MB... I see they use that phrase to cover their backs because I consistently get 2-3MB. My family can't do anything if we're on at the same time. They recently upgraded the village I'm at but have left the one exchange that connects my street, so for the last two months everyone else has been able to upgrade to fiber optic and we're still in the technological stone age! Emailed them to ask when the exchange would be upgraded and got a standard, copy-paste response from some customer service representative who has no appreciation for their job.
If you can get another provider, do it. BT will only bring you frustration.
- Location
-
- Location
- Cambridgeshire
- Reviewing
- BT
- Date
- 2017-11-21
- Location
-
- Location
- Cambridgeshire
- Reviewing
- BT
- Date
- 2017-06-15
- Comments
-
I moved to BT infinity from Talk Talk as I was not happy with the service. What a mistake it has turned out to be!
Out of 10 and a half months of the contract BT have only managed to get the minimumum speed for 2 months. The rest of the time it is way bellow the minimum. I have tried phoning and web chats multiple times and no one did anything to improve it. The customer service is useless! Cannot wait to leave. Avoid at all costs!
- Location
-
- Location
- Cambridgeshire
- Reviewing
- BT
- Date
- 2018-03-28
- Comments
-
Tried to order broadband & phone on 2nd March with delivery/engineers vist booked for 19th. Broadband cancelled by BT with no explanation. Re-ordered with phone & BB to be installed 23rd March. BB cancelled again. Reordered for 3rd April. Exixting phone & BB disconnected on 23rd March. BB still scheduled for 3rd April, no phone until 5th April.
Totally cheesed off - no info about what, or why it's all gone wrong. Staff seem to be trying to sort it out but BT/Openreach couldn't organise one in a brewery.
- Location
-
- Location
- Cambuslang
- Reviewing
- BT
- Date
- 2019-11-30
- Comments
-
Cant run more than 2 xbox ect.
I have bt best broadband £80 a month. It rubbish
- Location
-
- Location
- Campsea Ashe, Woodbridge
- Reviewing
- BT
- Date
- 2018-07-27
- Comments
-
Being a customer of BT is a condemnation to a torturous experience. If I had to choose between using BT or returning to the dark days of no Internet connection, I may as well choose the latter because they are essentially the same thing but I don't have to pay money for the 2nd option.
- Location
-
- Location
- Camrbridge
- Reviewing
- BT
- Date
- 2021-04-07
- Comments
-
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
-
- Location
- Cannock
- Reviewing
- BT
- Date
- 2011-05-21
- Comments
-
A good quality service and value for money. Have tried others and BT are the best.
- Location
-
- Location
- Cannock, Staffordshire
- Reviewing
- BT
- Date
- 2017-07-14
- 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.