3,590 Customer Reviews over 90 pages
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- Location
- Warwickshire
- Reviewing
- BT
- Date
- 2016-08-03
- Comments
-
Fast but expensive and full of contract loopholes to cost you more. AVOID.
BT Infinity is not unlimited, it has a limit of 20GB per month which is not enough for general use. Upgrading after the contract costs twice what a new customer would be offered.
The TV service is not worth the money as offers no extra channels to regular freeview.
- Location
-
- Location
- West Wales
- Reviewing
- BT
- Date
- 2015-10-15
- Comments
-
If things are going well it's OK..BUT when things go wrong you've got a problem! On the technical side the Indians can only sort things up to a certain level but they don't know that,keep plugging away and get frustrated...and so do you! On plans and billing if there's a mistake the call centre staff can't get their head round the complexities of the plans. I signed up for a BT Sport plan avoiding the £5 charge by signing up for an additional 12 months. I was then sent a letter to say I would be charged. Phoned and told I was definitely on the 'no play' plan. Bill arrived,I had been charged. Phoned again, was told it would be rectified- it wasn't. Phoned again-told it would be rectified -we'll see! Call centre staff are lovely but they can't understand and/or rectify the errors.
- Location
-
- Location
- Nottingham
- Reviewing
- BT
- Date
- 2017-12-25
- Comments
-
Other than the broadband being really slow despite living in the city centre, I had an awful experience cancelling it, on the edge of scamming.
I tried to cancel it before my one year period expired, and I was told I have to pay a cancellation fee, which makes perfect sense. So I decided to wait for the 12 months to pass, still paying monthly even if I wasn't really using it. Fine.
After the one year period passed, I called again to finally cancel my broadband: the customer service told me that the contract automatically extended for another year, and if I wanted to end I had to pay the same big fee I had been trying to avoid by keeping my contract active at my expense.
These are the kind of things which you have to be very careful of, designed to screw money off you. Therefore I feel scammed, I will pay the exit fee but I will never ever recommend BT to anybody, as my experience has been awful.
- Location
-
- Location
- southport
- Reviewing
- BT
- Date
- 2017-06-07
- Comments
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I'm disgusted with BT at the moment my overall satisfaction is making me want to move to a different broadband, as soon as i possibly can. my bill is only supposed to be 43.00 and has gone up to 67.00, however i did go over the time limit on the phone. though this does not amount to the amount of money i have to pay. this has gave me much trouble and instead of my bills being 50.00 they have now gone up to 60.00, im not prepared to pay this amount of money anymore.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2017-05-29
- Comments
-
Terrible, switched over to bt from sky hoping for fast and RELIABLE Internet but reliable is not what I have got. My bt hub keeps going into oranger flashing lights at random times, stopping me from watching something other doing my work which is extremely annoying... it's just a pile of rubbish and am getting very annoyed by it... BT need to fix up
- Location
-
- Location
- Aston, Henley-on-Thames
- Reviewing
- BT
- Date
- 2018-05-04
- Comments
-
Where ever I go in my day I have pretty reliable service on my phone be it 4G or work broadband. I come home and I have to wait for everything I need to do online. I’m on the fastest BT ranking but cannot change it due to its Connection to a business account. I always know I’m getting close to home or I’m on the home broadband because my phone slows down. Not only that I get the joy of casually of having to wait for my Rueter to reboot for five times in one evening. Favourite thing when that happens. I sometimes switch my phone to 4G from my own Wi-Fi connection because it’s faster.
- Location
-
- Location
- Cheshire
- Reviewing
- BT
- Date
- 2018-04-02
- Comments
-
Signing up to the contract in the first place was easy, at the time only ADSL was abailable, at 20 MBps. I knew I couldn't get better than this at the time, but BT still tried to push a speedier and more expensive package on me. This package worked fine, but once the contract expired, and, I suspect as fibre became available, I recorded speeds of as low as 2 MBps. As we were out of contract, I'm now paying £47 per month for this. Tried to upgrade to fibre through BT, only to find that fibre is available for £29 per month to new customers but £53 per month to me!!!!
At the time of the contract, they of course sent me a home hub, I hate these, they portion off a chunk of your signal to broadcast as a BT Openzone, and aren't very good. I have my own wifi box and broadcast easily across the house.
If I test my broadband speed on BT, they don't tell you what the speed is, just that its 'OK'. Funny that, when I know it is a very low speed.Then if you follow the prompts, they reccomend moving your box to the middle of the house. Guess what BT, it IS in the middle of the house.
So I have switched to Vodaphone fibre for considerably less money. Not switched on yet, but feels as though BT have been robbing me blind to be honest!!!!
- Location
-
- Location
- Gloucestershire
- Reviewing
- BT
- Date
- 2018-06-12
- Comments
-
Failed to install on the day, ended up with no landline, no broadband for 4 days. Only got it fixed after numerous calls and finally exploding - 15 mins later it works. I register a complaint and I start to get texts from Indian sounding names to my daughters BT mobile (she's 11) about the complaint. I reply to tell them not to use an underage girls number...they send another to that number. In the end I call them and spend an hour to get a miserly £20 back for forf the trouble and a total refusal to reduce a £59 connection fee i.e. it's fine that I should pay full for a botched service and any losses incurred as a result are my problem, they don't care. Also they have totally lost any record that I should have got reward vouchers so I should kiss goodbye to that part of the offer I signed on for. The customer service is shocking. If you want to listen to 'unfortunately' and other trained platitudes but a refusal to do anything, please give them a call. I only moved from Sky as they kept sneaking the price up and at one point even charged me for not having their TV service...so thought i'd try BT. All as bad as each other.
- Location
-
- Location
- Lincs
- Reviewing
- BT
- Date
- 2015-01-14
- Comments
-
Predictably Appalling, useless Help Centre. Multinational monopolist so why would they care. Run by brainless morons with Degrees but no idea how to run a business involving real people. You can't possibly expect anything else from a company that only cares about money and their share price!? (No doubt they'll pay some overpriced idiot PR firm to make them seem more 'human' soon!!?)
Relentless password resets, shocking Indian Call Centre. MOSTLY LOUSY AFTER SALES SERVICE
(I wonder if there any human beings left in the world running Global companies?)
- Location
-
- Location
- York
- Reviewing
- BT
- Date
- 2018-10-13
- Comments
-
Very disappointed. Raised our price after a yer from 33 to 54 quid, this is ABSOLUTELY ridiculous. By reading more and more reviews I see that that seems to be the problem with everyone all the time. They value drawing in customers and screwing them over and you better be sure as hell that I am NOT coming back to them ever again. You can catch me at TalkTalk getting higher speed, reliability AND lower prices. We're paying for what exactly with BT? Most of the times I'd have my connection drop, their customer service is NO WHERE TO BE FOUND and they screw you over without even notification, an email maybe like HEY dudes, we're gonna raise your internet price with 21 quid now? Naaaah... who gives a crap about the customers themselves right?
- Location
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- Location
- Cambridge
- Reviewing
- BT
- Date
- 2015-02-23
- Comments
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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
- Chester
- Reviewing
- BT
- Date
- 2016-09-28
- Comments
-
Having suffered several 'major outages' in this area over the summer, I made a complaint to BT. A few days later they called me back - to see if they could call me back in a few days time! By the time they eventually called me to discuss my complaint, we had had another 'major outage'. The customer service gentleman I spoke to had an Indian accent, but I wouldn't say I couldn't tell what he was saying. Mostly he blamed Openreach for the problem, but that is surely a cop out. If he was calling to deal with my complaint, surely that means that whatever arm of BT he worked for was taking responsibility for it. He also seemed to contradict himself over and again. First telling me he could give me a rebate on rental for the number of days outage, then saying he could not unless it was 5 consecutive days outage - which we had not had. I tried to clarify what he was saying, getting very frustrated that he seemed to keep contradicting himself. At the end of the conversation I told him I thought it very poor service that we had to be without internet for 5 consecutive days and that I would look for another service provider. We agreed though that he could close the complaint as we seemed to be going round in circles and he said he would make the rebate!!! I don't know if we are getting a rebate or not. I was left feeling very confused and frustrated - so much for customer service. He did however confirm that we are not under any current contract with BT so I told him I would be looking elsewhere for an internet provider who knows what customer servce means.
- Location
-
- Location
- Norfolk
- Reviewing
- BT
- Date
- 2017-03-12
- Comments
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The wifi is terrible, it's so slow and goes off every 10 minutes. To be honest wouldn't recommend BT wifi or broadband as it's rubbish
- Location
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- Location
- Leicester
- Reviewing
- BT
- Date
- 2018-05-29
- Comments
-
Really awful customer service from a company that seems incapable of ever getting it right.
I ordered an iPhone, and they sent two. They seemed to think it appropriate for me to do the running around to sort out their mistake. As part of this transaction they convinced me to upgrade my broadband. I told them that they had made a right mess of the original installation and that if they were sure that they could do it properly, then OK. They made a right mess it with the excuse that a process had failed. For a technology and communications company they are laughable.
- Location
-
- Location
- Staffordshire
- Reviewing
- BT
- Date
- 2022-04-27
- Comments
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My BT Broadband Started Off £27.99 pcm But BEWARE.. BT increase Your Bill VERY QUICKLY and Without informing You...My Bill has increased Without BT informing Me of This Change They've just Took it Out ...I Rang to Complain and i felt my Complaint Went On Deaf ears Was given no Apology No Offer of goodwill to keep its Customers Nothing Considering a Complaint Was made and a Unhappy customer which alot other provider's do..Also Customer service staff are Not very unhelpful Not very Compassionate & talk to You like There reading from a Police book.. You may as Well talk to a Brick Wall.. I Feel BT are just Takers who don't care about Customers And they need To improve there Customer service Staff & Care about there Customers More ...
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2023-06-23
- Comments
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BT are an absolute shambles. It took 1 week less than 4 months for my broadbaznd to be updated. Every time I called up there was a different story or reason why my order wasn't being progressed. Among other hold-ups was an 'issue' with my account and varoius other 'reasons'. I would not recommend them to anyone based on their customer care regime.
- Location
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- Location
- Northampton
- Reviewing
- BT
- Date
- 2016-08-28
- Comments
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Stinking customer service caused me to leave BT, then they let out an even worse stink!
They had mugged me into restarting my broadband contract via my 'Free' BT sport renewal!
Just robbers plain and simple, I am glad to be gone
- Location
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- Location
- Kent
- Reviewing
- BT
- Date
- 2019-01-14
- Comments
-
Pretty slow service and high cost, very bad customer service but generally OK. Will switch in the future.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2017-03-07
- Comments
-
I would NEVER recommend BT. They have the worst customer service I have ever experienced.
I have been dealing with a complaint from the moment I was mis-sold and misinformed at point of sale.
This complaint has been running for 4 month with having over 20 conversations with different people to then be told that I has been LIED to and to resolve the issue was give a poor £2 discount on my rate and a refund. I was then told that the discount no longer applied as the BT rates are going up (which proves that they have no customer loyalty) and that the refund that was MEANT to be credited to my future payments was also a lie. Every single word that has come from BT has been a lie and still now trying to resolve.
AVOID AT ALL COSTS!
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2022-06-06
- Comments
-
Very unreliable service, I need broadband to work from home but the service with BT has been very unreliable. The connection drops, and I've been without any connection for several long periods of time, the last time being for three weeks. I was told planning permission to work on the road was required, but when the engineer came he told me this was not the truth. This time it has been one week so far. BT were aware of the fault but told me no engineers could come out until after the Jubliee celebrations which I think is unacceptable. I've called BT multiple times and on various ocassions the customer service team have hung up on me. They've also tried to upsell to me as a "resolution" to the issue, but if the basic package does not work why would I pay more money for an unreliable service.
- Location
-
- Location
- BN435SA
- Reviewing
- BT
- Date
- 2015-09-29
- Comments
-
We decided to put all our eggs in on basket, landline, broadband, & mobile. We've had five weeks of absolute hell. We've had 17 e-mails, 5 order streams, the same number issued on both mobiles, 8 changes of dates (inc dates made without consulting us), staff lying to us about calling, being transferred 7 times on one call, and countless other incompetances.
They can't update orders until each service is completed.
BEWARE on BT Mobile: BT does NOT offer a Personal Hotspot/tethering services, and won't tell you unless you ask the right question.
- Location
-
- Location
- BN435SA
- Reviewing
- BT
- Date
- 2015-09-29
- Comments
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We decided to put all our eggs in on basket, landline, broadband, & mobile. We've had five weeks of absolute hell. We've had 17 e-mails, 5 order streams, the same number issued on both mobiles, 8 changes of dates (inc dates made without consulting us), staff lying to us about calling, being transferred 7 times on one call, and countless other incompetances.
They can't update orders until each service is completed.
BEWARE on BT Mobile: BT does NOT offer a Personal Hotspot/tethering services, and won't tell you unless you ask the right question.
- Location
-
- Location
- Belfast
- Reviewing
- BT
- Date
- 2023-03-12
- Comments
-
Company is judged by it's capability to solve problems. Let me tell you me issue with it. In total i was with BT for around 7 years. had some issues but not major ones till this day. Only small ones that highlighted their staff lack of inelegant. But last year i have encountered very big issue. on 10 August i have renewed my contract with them for the monthly price of £33.99. That was a new offered fibber broadband. So it took them almost 6months to instal a new line at my address. All this period i was paying £50.44 instead of £33.99 that was promised on the day of order. so now after 6months they have installed the line (last month) and straight forward rising the price. So out of promised 33.99 i had only one month.
So in summary: They miss sold a service, and scammed me on the price.
I know other providers are no better but still, this one, won't get my money after this contract will end up.
- Location
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- Location
- Astley Shropshire
- Reviewing
- BT
- Date
- 2017-05-05
- Comments
-
Promised delivery before Christmas but delayed til January.Waited in for three days for engineer to connect. As it happened I didn'tneed to grr :( as it was fixed at theit end. Customer service id abroad and there are communication difficulties.
Intermittent disconnects.
Pretty cheesed off with a price hike about two months after being connected and to find that I am part of fon
- Location
-
- Location
- Ilford
- Reviewing
- BT
- Date
- 2018-08-15
- Comments
-
On 6th of July a month in advance I made a call to bt customer service and asked to close my account and stop providing services when my contract ends which is 6th. Bt guy said that my contract ends on 15th of August, I asked to confirm that I won't be charged any extra money and I will be refunded £43 because I'm paying upfront, and the BT guy confirmed that is correct. Now turns out BT guy was lying, I still have BT service and I was charged £58 and not refunded !!!
- Location
-
- Location
- Swindon
- Reviewing
- BT
- Date
- 2017-05-30
- Comments
-
The internet itself is amazing the customer service stinks once you are a customer. Very helpful when you want to sign up but but once you are a customer they don't want to help you.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2015-06-18
- Comments
-
HORRID!!!!! NEVER EVER JOIN THEM!!!
They messed up my initial order, made me wait 11 days for a connection, connected me on the wrong rate, charged me an activation fee when they promised not to, sent me a bill for £76 pounds when it was supposed to be around £36, promised me call backs when I called to find out what is happening, wasted my time for three weeks then when I wanted to cancel my account they said I owed them money when I was only connected for five days on the wrong rate and it was all their fault!
- Location
-
- Location
- B14 6DN
- Reviewing
- BT
- Date
- 2021-01-06
- Comments
-
Reduced speed and no communication from company and no speed test results as opposed to independent speed tests sites which are instant
- Location
-
- Location
- Woking
- Reviewing
- BT
- Date
- 2016-02-17
- Comments
-
I've been with BT for 23 years for phone and took out BT broadband in 2013 when it came with "free" BT Sport. Last year they started charging me £5 a month for this "free' service. I tried to cancel it on their website only to go round in many loops and circles before finding out that its not possible and you have to call them - shoddy tactics.
I called to cancel it. Was told I'd have to pay next month's charge anyway as it's 30 days notice. Waited 15 minutes on hold to speak with a supervisor only to be told that they'd call me back. They did - would not budge (I later found out t that Ofcom had told BT to refund customers who asked for this which they had been doing).
He got a sales person to call me to give me a better deal to make up for it. I was offered £10.85 instead of £18 for broadband. I said no on the basis that they are offering the same to new customers for £5 pm. Pretty insulting offer really and they clearly don't care about customer retention.
- Location
-
- Location
- Shropshire
- Reviewing
- BT
- Date
- 2016-06-20
- Comments
-
overall poor. Since I decided to quit BT ive had 4 fraudulent telephone calls maintaining they're BT until I ask for their number then they hang up. This has been reported. They maintain there is a fault with the system
Beware
- Location
-
- Location
- St Helens
- Reviewing
- BT
- Date
- 2018-01-29
- Comments
-
Would not recommend BT. Have been a broadband customer since May 2017, just moved house to be hit with a load of trouble from BT. I have been paying for internet for over a month now and been unable to use it. It took them over 2 weeks (of cancelling our appointments on several occaisions, which may I add myself and my partner had to book time off work to fit around these appointments, only to be told on the day they are now not coming) just to get our line up and running. Now the line is finally up and running, the BT box is just flashing purple and not working. We have tried online chat several times to which we get told "We will calll you tomorrow" only to not recieve a call and have to go through the whole process again, in which still now we are waiting for a phonecall!
We get text messages claiming they have called us and can't get through, however, no missed calls on our call logs. If something isnt done immediately, we are going to take the matter into our own hands and seek legal expertise advice. My partner and I can both work from home and are unable to due to the lack of Wi-Fi, which we pay £35 a month for, RIP OFF!!
- Location
-
- Location
- Pontefracr
- Reviewing
- BT
- Date
- 2017-05-16
- Comments
-
It took us 6 plus months to get broadband then in Feb 6 months later would you believe a price rise stocking service when we called asking why every month or bill was different they said it's because of your phone use well I almost wet myself as we never use the phone now the operator is stuck for word's and says she will get someone to call us asap guess what ..... that's right no
MY ADVICE IS AVOID AT ALL COSTS
- Location
-
- Location
- Cumbria
- Reviewing
- BT
- Date
- 2009-12-22
- Comments
-
best download speed 0.83mbps and upload 0.32mbps pretty hopeless.Most video clips wont play properly, stop start all the way through,only getting 1 tenth what I should be,really I should be only paying for what I'm recieving 50p a month,trading standards maybe?
- Location
-
- Location
- Sonerset
- Reviewing
- BT
- Date
- 2015-05-02
- Comments
-
Appalling customers service from the moment I upgraded my package in Nov 2014. Mistake after mistake, given the wrong information regarding my gift card. Had to raise two complaints with BT both of which said no to gift card, then when I raised with ombudsman suddenly BT listened to my calls and oh after all I was entitled to my voucher. This process took approx 3 months to sort.
My account was also set up incorrectly and I was billed for services I had cancelled then my monthly direct debit plan wasn't set up and I ended up on a quarterly plan having over £200 taken out without warning as my account had been set up on paperless billing (I hadn't requested this).
As a result of this I have now accumulated a large debit balance on my account. In several occasion I have come home to find my service disconnected without receiving any warning. Every time I ring I end up having a very lengthy conversation and am assured that if I set up an agreement to pay of the outstanding balance by July then my services will not be affected actin. Despite this my services have still been disconnected without warning despite me keeping to the agreement. Each time a lengthy call to BT has been involved.
The customer service I had received has been dreadful from start to finish. I have requested that my package be cancelled but it appears BT can treat their customers however they like but they still have no right to cancel as they are under contact. What about BTs contract to provide me with good customer service.?
At no point have I received an apology or an offer of compensation for the time I have had to waste as a result of the poor service I have received from BT.
I am currently in the process of looking into the matter with the assistance of OFCOM and the ombudsman.
I will make my views known in appropriate services because to be honest I have heard the same complaints from many other people. I certainly won't be recommending BT or using them again. The end of my contact can't come soon enough!
- Location
-
- Location
- Greenford
- Reviewing
- BT
- Date
- 2017-08-18
- Comments
-
Worst broadband ever. Their customer service is a joke. I have called them 19 times in 6 months its like they dont talk to each other as I always have to tell them the whole problem again. I have had problem after problem and its only been a year
- Location
-
- Location
- worksop
- Reviewing
- BT
- Date
- 2016-08-13
- Comments
-
customer service is just so bad it is unreal. Broardband reliability is good its always on just crap speeds are not as they say the poor customer service team keep telling me you have good speeds. All is working fine i don't think so 5 mbps on wifi and 22mbps on cable with bt infinity 1.
cant wait to leave very poor
- Location
-
- 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
- Edinburgh
- Reviewing
- BT
- Date
- 2018-05-11
- Comments
-
Tried to switch to paperless billing as BT charges £2.50 per month for paper bills. Went online, clicked the option to switch billing method yet the paper bills and charges keep on coming. Have to call every month to get them to credit the charge but they seem incapable or unwilling to fix this problem.
- Location
-
- Location
- Redruth
- Reviewing
- BT
- Date
- 2016-11-29
- Comments
-
Unless you are desperate for BT sport steer well clear! I have had 7 weeks of hell dealing with these people and 16 phone calls. Initially ordered on 6/10, online via top cash back, that order was cancelled, re-ordered on 10/10 that order also cancelled. Apparently my line still belonged to my previous supplier. The 3rd time I ordered over the phone which meant I have lost out on £105 top cashback. They assured me I would be connected on the 7th Nov. My phone was connected on 14 Nov, Broadband on 21st Nov so over 6 weeks after initial order placed. I lodged a formal complaint which BT have failed to give me any resolution on and asked to be compensated but have been told there's no chance of that and I cannot cancel as I am now in a contract with them! This is by far the worst company I have had to deal with. Please steer well clear like I say unless you want the sport! 16 calls to them in 6 weeks, dreadful!
- Location
-
- Location
- Adlington
- Reviewing
- BT
- Date
- 2014-03-09
- Comments
-
Horrendous"service". No broadband for 2 weeks. Constant phone calls to try and get it sorted. Promises of "some one will call you back". Believe me - that never happens. Been on now for 3 days and told Im going to exceed my allowance. Worst decision I ever made to move to BT. DON'T BE TEMPTED. JUST DON'T DO IT!
- 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.