3,590 Customer Reviews over 90 pages
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- Location
- Canterbury
- Reviewing
- BT
- Date
- 2022-01-20
- Comments
-
THE WORSE INTERNET PROVIDER EVER.. The internet access stops everyday at 1pm and the internet speed is 8mb download and 0,50 MB upload although we bought the 50 MB bundle. We call the customer service every time and they always say different reasons and promise to fix ASAP and nothing happens always. This made me lose lots of work I am doing due to the internet access stopping every time and making me change my plans due to the internet speed, and I can't change this company because they want me to pay lots of money for the exit fees.
I am going to pay the exit fees and leave this company even if it's £1000, because I am fed up with this WORSE SERVICE AND INTERNET EVER..........
Count to 1000 before you join BT, and after you count, DO NOT join. Go to vodafone much better.
- Location
-
- Location
- Canterbury
- Reviewing
- BT
- Date
- 2016-09-26
- Comments
-
Don't use BT, seriously. I've had the worst experience with BT, and although the advisors have been semi-useful, it's not good enough to compensate for the terrible service. To validate my claim:
I'm a student, this means that I need internet, particularly a reliable connection. I move into a new flat and ring BT and ask how long they'll take to get my internet working. I'm quoted 10-12 days. Fine, that's average, I can go that long on data, just. They check my postcode, confirm this and let me know that I can get at least 50mb in my area. I buy a BT Infinity 1 package. Super.
I get an email confirming that the hub will be delivered (c.£8) and the line will be switched (c.£49) in 11/12 days. Two hours later, I get another email saying that actually, it's going to be 21 days(!). The advisor suggests BT Openzone but there isn't one nearby, so they suggest that I get a MiFi data box for the time.
I buy a MiFi data box for £14.99 and buy 32gb data (there are 3 people in my household and this need to last 3 weeks) for £25. That's now another £40.
Finally, the hub arrives and the internet is turned on. Great. The literature that came with it says that it would take 3 days to settle, okay. After 4/5 days of terrible connection that drops out frequently and doesn't exceed 20mb (averaging at only 9.4mb) BT rings me because I put in a complaint about the wait. I explain how bad the internet is and the advisor tells me that it will take a week to settle.
I ask her about the 21 day wait, she says that I'm entitled to £14 compensation, but when pushed she offers me £20.
At this point, I've received my first bill and with all the charges it's over £80,and that's just my BT bill, it doesn't include the data I had to buy which pushes it to over £120.
Now I'm sat here a week later, a student, with a bill of £108 (minus the discount which hasn't actually been taken off yet) because of BT, after having to wait 21 days for connection. Oh, and to add insult to injury, my internet hasn't connected for the past half hour, even with resetting the hub twice. I'm writing this on Word ready to copy and paste if it does come on again, or for when I get into Uni-whichever comes first.
Don't bother with BT, if it's in your area, go with PLUSNET instead, faster/matched speeds, cheaper, and more reliable, it's what my friend has in her student house and what my parents use at home and they've had no problems.
Update: My bill is due tomorrow,before posting this review I thought I'd give BT one more chance. I spent 40 mins waiting on the phone. 30 mins waiting on a live chat, then later another 50 mins on live chat just for it to disconnect after I had told my problems to the operator. Useless.
- Location
-
- Location
- CANTERBURY
- Reviewing
- BT
- Date
- 2016-10-30
- Comments
-
I wouldn't even give a star for the overall service. I have been with BT since beginning of September. It was the worst mistake going with this provider. I tried to save a little money as SKY was out my price range for the speed i needed. I have the 52 mbs but the actual top speed i can get is 33 mbs (being told this from the BT technician that came to my home) Since my package started i have not had a fully functioning service for longer than 3 days. They still have not fixed my problem as i believe they do not know what it actually is with a technician testing everything within my house i and every thing is fine and working other than the service BT provide. Each time i have phoned BT (around 15 times) no matter the time of the day i have an average wait time of about 40 mins and when i do speak to someone i believe there is a culture clash as there is no empathy or even a generally recognition of social companionship. I have tried to leave the contract due to their speed guarantee but they have fobbed me off with so much and it seems i am stuck in the contract as i can not deal with the extreme hassle of fighting them. PLEASE DO NOT MAKE THE MISTAKE AND BE WISE
- Location
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- Location
- Canterbury
- Reviewing
- BT
- Date
- 2015-02-16
- Comments
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Don't use BT! Their custom service is appauling. Incompetant, rude and seriously unhelpful. They are vastly over priced and everything is added on as extras meaning you end up paying even more than you thought to get the same service as elsewhere. Their fibre optic broadband is only fine if you are plugged in, the wireless drops out constantly and the router has to restart all the time causing no end of trouble. Would leave now if I wasn't tied into a contract. Never using BT again!
- Location
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- Location
- Canterbury
- Reviewing
- BT
- Date
- 2016-09-17
- Comments
-
Recently switched to BT broadband, and I have been totally SHOCKED by how apalling the whole experience has been. Mistakes in connecting the service, a router that doesn't work properly and terrible download and upload speeds at times when the ridiculous BT sport- which I do not want and do not subscribe to- is at peAk time for entertaining people in pubs who are sensible enough not to subscribe to BT at home.... For me, BT epitomises the worst of the UK- a post-colonial monopoly that thinks it is competitive because it is a private company. With such an appalling service, it would not survive in a truly commercial market like the US. A total farce, and one star is one too may in each category. I should have trusted my instinct and avoided BT like the plague instead of falling for the marketing hype.
- Location
-
- Location
- Canterbury
- Reviewing
- BT
- Date
- 2016-08-04
- Comments
-
Unfortunately, the terrible practices BT uses to extract a maximum amount of money possible are industry standard at this point, that however doesn't excuse them.
I've been trying to cancel my service for about 2 months now since I moved out of the house at the end of June. The online interface doesn't recognize my new address, and doesn't let me simply cancel without giving a new address. I've since called multiple times, been stuck in queues for hours, and still haven't managed to cancel my service.
Over the 2 months I've been trying to cancel my service, I'm still being charged, and not paying leads to them blocking me from cancelling the service.
- Location
-
- Location
- Canterbury
- Reviewing
- BT
- Date
- 2018-02-11
- Comments
-
Not happy with this company, lost my Samsung galaxy 8 with my BT mobile sim contract inside as i used this sim with my handset witch did come from another network but used BT, when i lost my handset my insurance asked for proof of usage witch BT could not give me they had poor excuses to why they couldnt give this info witch i believe they should be as sim was used with that handset in question, i was told till blue in the face they could not provide proof of usage strangely, witch has now caused me big issues with getting my handset replaced by insurance no proof of usage no claim. so now im at a big loss of a £750 handset i cant replace and stuck in a 2 year contract paying £44 a month with no handset, no thanks to BT mobile not providing the appropriate info for my insurance company, when i mentioned court action bt all of a sudden managed to produce documents out of the blue witch did not even gel with my claim, so i believe this is made up and it come across very suspicious i am now forced with having to take court action at a cost to me, as a autism suffer and suffer of Asperger's i found my ordeal very very frustrating and distressing i have been without a handset since Oct now while dealing with this and every day my mental health gets effected and now forced to buy out for a new handset. i believe BT mobile to be liable in this case and having to take them and others to court over this now, id stay well clear of BT for mobile phones they have a poor reaction to customers issues and cant even do the simplest of things and unless you want to lose out i wouldnt even go there. not worth the stresses or action that has to be taken after dealing with them i also managed to gather over £50 worth of phone call charges to my home phone in relations to all contact to companies about issues revolving this. very upset customer and will never use BT again or advise people to go with them. I also had to go through the Ombudsman who sided with my insurance company and denied my claim due to no proof of usage so i feel BT are at fault and liable and act very suspiciously, i had to go through reconsideration with insurance and the ombudsman companies all to a fail due to one simple bit of info BT wont and say cant provide. Soon as a sim is put in to a handset that network is aware and details are logged of this imei number and with that number states what phone is used so why they cant do what other networks do is beyond me.
- Location
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- Location
- canterbury kent
- Reviewing
- BT
- Date
- 2009-12-22
- Comments
-
evening speeds are down to less than 512 and transfer rate almost none and exchange 200yds away as crow flies. daytime speed ok about 4.5
- Location
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- Location
- Canvey Island
- Reviewing
- BT
- Date
- 2019-10-19
- Comments
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I was approached by BT to sign up for another 18 months and that would involve me going on to BT plus. At the time my line throughput was 41Mbits/s. This speed remained constant for a couple of months and the it started to drop and eventually went down to 10 Mb/s. I rang BT and unfortunately had to speak to their Indian help desk. I had to remove all connections from my router and went through all the tests until the last test where I had to hang up. No call back on reply. I rang them again, a different agent. He insisted I go through the testing sequence again. Again I was told to hang up. Nothing again. At this point I gave up. A friend of mine who works for Openreach measured my line and said there was a high resistance fault probably on the pole outside. I rang BT and fortunately got a British operative who logged it as a fault and three days later an engineer came round and fixed the fault. All well and good I hear you say. No. The throughput speed came up to 25Mb/s. I had somebody ring me to see if I was satisfied. I said no. They decided to send me a new router. I installed this and this one had a software field that actually measured the line speed. It said it was running at 30Mb/s however testing with their own software and Ookla line speed tests it has now dropped to 20Mb/s. The router says it is running at 30Mb/s so what am I to conclude from this? It would appear to me that their network manage to system is throttling my line down to 20Mb/s. As a result of this and poor customer service I shall be voting with my feet at the end of the contract
- Location
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- Location
- Cardiff
- Reviewing
- BT
- Date
- 2017-01-26
- Comments
-
BT has been the most expensive, broadband provider, charging me a huge amount of money more than £50 per month for the service they agreed to provide on £37.00
The customer service has never been helpful.
I am leaving BT, as moving address and they are charging me an extra £32.00??? Unbelievable! I have never had a polite patient helpful customer adviser and really looking forward to leaving BT.
- Location
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- Location
- Cardiff
- Reviewing
- BT
- Date
- 2016-01-05
- Comments
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BT is terrible. I'm typing this review from my mobile phone as the house broadband has failed for the second night running which has meant that the new Samsung TV can't now be watched and although the stupid BT box has been restarted (for the third time), the internet still fails to work. I advised against switching from Virgin, looks like I was right. Avoid BT like the plague - it's useless.
- Location
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- Location
- Cardiff
- Reviewing
- BT
- Date
- 2017-04-13
- Comments
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Bt tv new set up. Who thought this new way of using bt tv was better. It's rubbish. You can't see information as it's put up over last program watched. It's defiantly !!!! Not easy to use. Having done survey regarding all aspects of bt tv I think it's taken a backwards step.
- Location
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- Location
- Cardiff
- Reviewing
- BT
- Date
- 2015-06-26
- Comments
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The most appalling customer service I have ever experienced. BT disconnected my broadband by mistake and for a week now I have been going around in circles trying to establish what the cause is and having to explain myself at least 4 times on a single call being transferred across different departments. Raised a complaint which was not registered initially, so I had to ask the staff to register my complaint, which has not been taken seriously, because it has been a week since then With no update. If customer reviews make any difference to the customer experience by taking customer feedback on board, then please sort this out and make sure it doesn't happen again.
- Location
-
- Location
- Cardiff
- Reviewing
- BT
- Date
- 2023-01-23
- Location
-
- Location
- Cardiff
- Reviewing
- BT
- Date
- 2014-09-18
- Comments
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Never had any problem with reliability or speed. I understand that some areas have really poor signal due to the lack of fibre optic broadband, however this is being addressed by the Government and Openreach so it is a case of sitting tight and waiting. Customer service was very friendly when there was an issue of switching payment methods. This compared to Sky 2 years ago is a million miles better.
- Location
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- Location
- cardiff
- Reviewing
- BT
- Date
- 2016-01-25
- Comments
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If you want to get ripped off or literally throw your money down the drain by all means join up with BT if however you don't like being conned or value your money STAY WELL AWAY!not once have i paid the amount that i signed up for half way through my contract they raised there prices without even notifying me which then on top overdrawn my bank as i didn't have enough funds to pay the bill then they charge an extra £3 a month when you do cancel your direct debit which they don't tell you about and to top it all off now when i have called up to cancel everything then call up again a month later surprise surprise no acknowledgement of me calling no record or call log?!very convenient on there behalf now to actually cancel not only have i got to pay my outstanding bill they have whacked another £30 charge on top for cancellation fee!!beyond flabbergasted and beyond disgusted and if you ever want to try and resolve anything on your account when you call there "customer service"number you are on hold every time guaranteed for at least 20mins before you even speak to anyone.And seeming as BT is meant to stand for British Telecommunications every time you get through to there call centre only once have i ever spoken to anyone british and this is me calling them literally over 100 times all there call centres are mainly primarily located in india where alot of them can't understand you and can't even speak english properly!Incompetent employees Incompetent Business and absolute sham of a company they should genuinely be ashamed of themselves avoid like the plague!
- Location
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- Location
- Cardiff
- Reviewing
- BT
- Date
- 2021-05-29
- Comments
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Don't even think about joining BT. Shocking customer service . Stay well clear
- Location
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- Location
- Cardiff
- Reviewing
- BT
- Date
- 2014-06-26
- Comments
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I moved from Virgin to BT about 4 years ago, everything was fine then I upgrade to infinity and my problems started ok I live very near to exchange so when my Broadband works I get 55 - 60 mb download speeds but it never stays consistent it continually drops off, consistent complaining to BT found it was my BT Vision box as it is hard wired when it downloads or updates it stops the Wifi signal hence drop off on ipad .. Apple TV .. Laptop etc !! If you can ask them to upgrade to the newer youview box (don't pay for it) also check what else you have plugged into your hub it may also be affecting when updating .. So not all bad but service is still shocking ... And probably I will be back on the phone to BT soon when the you view box starts to develop faults !!!
- Location
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- Location
- Cardiff
- Reviewing
- BT
- Date
- 2015-11-12
- Comments
-
Swapped from Sky. DON'T DO IT!!!
I was supposed to have my broadband a week ago- still not been set up which is ridiculous considering I need the internet for work purposes. Now told it won't be sorted until at least Monday (that's 11 days with no internet) Keep getting lied to. 'We'll ring you with an update'....three times I've been given that message. I've had to spend countless evenings on hold. Worst company ever. Makes me think it's cheap for a reason.
- Location
-
- Location
- Cardiff
- Reviewing
- BT
- Date
- 2022-03-02
- Comments
-
Appalling experience, we've had continual issues with BT for the three years we've been with them, we'll log an issue and they keep closing the ticket without resolving the issue. I work from home full time and have been hotspotting my mobile data for the last week. They've done so little to try and resolve this
- Location
-
- Location
- Cardiff
- Reviewing
- BT
- Date
- 2016-09-06
- Comments
-
BT customer service is a big joke! The internet keep disconnecting in the past few months and it stopped working since 4 days ago. I spent 2 hours waiting on the phone and finally got someone to talk about the problem then we've made an engineer appointment on today but at the end no one showed up!! Then I contacted them again and they said I haven't made any appointment! They will call me back to arrange something tomorrow!!!!! That's crazy!
- Location
-
- Location
- Cardiff
- Reviewing
- BT
- Date
- 2016-08-03
- Comments
-
Appalling service - Broadband is slow and drops out all the time, sometimes it just disappears completely for hours at a time.
On top of this BT have just put their prices up by 20% 3 months into a 12 month contract. I am unable to cancel the contract as they notified my via email. Unfortunately I missed it as it got lost in all the millions of marketing emails they send me so this is my fault technically.
Customer service is appalling, long waits on the phone, aggressive and unhelpful staff. Cancellation fee to end contract is more than the remainder of the contract will actually cost me if I stay with them.
This short term attitude will lose them customers long term as I will just wait until the cancellation fee is under £100 and switch to sky who will pay this amount back to me for switching.
Terrible all round service, would not recommend BT to my worst enemy.
- Location
-
- Location
- Cardiff
- Reviewing
- BT
- Date
- 2022-04-05
- Comments
-
20 years ago I said I’d never go back to BT - but after moving house we had fewer options for a tv and broadband package so decided to give them another go. They must have got better after all this time right? Wrong.
After finally being able to choose a fibre connection to increase speeds I upgraded around midday and by 1pm they had cancelled and disconnected my current broadband a month before the fibre was due to be installed! And all because I was told I had to have a new account to enable a fibre install to go ahead?! Only silver lining was someone I spoke to in Belfast who said the whole thing was a shambles, gave me free mobile data until a 4g hub was delivered as an interim measure.
- Location
-
- Location
- Cardiff
- Reviewing
- BT
- Date
- 2018-09-12
- Comments
-
Shocking customer service - I wish I could leave and go back to Virgin but I would have to pay over £200 on the cancellation fee.
- Location
-
- Location
- Cardigan
- Reviewing
- BT
- Date
- 2017-05-17
- Comments
-
Absolutely terrible service and the customer service is laughable,actually while trying to reduce package got cut off on 4 seperate attempts so decided on the 5th to end with there shambolic service
- Location
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- Location
- Cardinham
- Reviewing
- BT
- Date
- 2017-03-08
- Comments
-
Useless support, MY Broadband along with telephoen has not been working for a week. An engineer wroked out thata cable was broken 210 metres from my property but closed teh job as "fixed", When I chased apparently Bt have been calling me on my landline - yes the one that is not working to discuss the fault and I am now told that they can not fix the problem because there is a problem in their data base with my address - even though an engineer has already made the diagnosis.. What a complete and utter waste of time
- Location
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- Location
- Carlisle
- Reviewing
- BT
- Date
- 2016-05-11
- Comments
-
I echo all of the other comments, I've wasted so much time, and life should not be this difficult. If I could give Zero starts I would.
Advice is NEVER EVER USE BT for TV or Broadband. Don't say I didn't warn you.
As the Bill payer and overall person in charge of such things, there has been anarchy in my household, with 3 adult daughters, and a wife all totally peed off, they have lost all respect and patience, and its all my fault!
Counting down so I can leave them.
- Location
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- Location
- carlisle
- Reviewing
- BT
- Date
- 2016-05-17
- Comments
-
after giving bt 15 years of being a loyal customer,i was forced to go part time at work,i phoned them last october to see if there was anything they could help me to reduce the monthly cost,they reduced my account by £10,i have now been made redundant and need to move away from my place and live with my brother and sister in law,i phoned bt yesterday to stop my service,and they are charging me £113.27 until next october,they said i changed my contract,when i get my own place and get on my feet again,i will never ever use bt again for anything
- Location
-
- Location
- Carlisle
- Reviewing
- BT
- Date
- 2014-12-11
- Comments
-
With a speed of 0.48mbps how can this be viewed as broadband. I was achieving similar speed using dial up many years ago but am now charged significantly more. The use of the term 'up to speed' is a con. The only comment I can make on reliability is that the lights on the hub flash regularly and I lose my connection, such as it is, so at least BT should be able to claim that that at least is reliable.
- Location
-
- Location
- Carlisle
- Reviewing
- BT
- Date
- 2018-11-19
- Comments
-
The worst provider I've ever been with. The connection always goes down, is ridiculously slower than what I was told I would get when it does work, and they were 2 weeks late installing it. Couldn't hate a company more!
- Location
-
- Location
- Carlisle
- Reviewing
- BT
- Date
- 2016-05-06
- Comments
-
What a useless company this is today received Email telling me my bill is going up by £4.65 or 11%. No explanation, nothing. When I try to log in to sort out using CORRECT details ,it says not recognised so cannot complain. So my bill goes up 10% with no comeback other that to leave...which is exactly what I will do. If you haven't joined BT please please don't. They are a bunch of cheats who despite billions of current year profits have increased current charges by 10% ..or higher. Disgraceful. Andrew Mitchell. CA89BA
- Location
-
- Location
- Carmarthen
- Reviewing
- BT
- Date
- 2015-10-28
- Comments
-
On my activation day, I had no telephone or internet service (and I had it the day before). After calling them everyday for a week, I then got the telephone working (I had been calling them via my mobile). I have been calling them almost every other day for a month, but I have had no luck getting the internet sorted. They first stated that if they are called out and the problem with the phone line is due to something I have done, they will fine me £129.99! Then they sent out two engineers (of course I had to stay home off work for these visits) who could not fix the problem. And then they just kept on saying over the phone that they will get some other engineers to go and fix the network and wiring at the cabinet on the street. They promised me (for the 5th time) that yesterday it would all be sorted. However it is not. Hence I am cancelling my contract and moving to another company! So much time wasted on these incompetent people! Also, I have waster £100 on a 3G dongle for slow internet in the mean time.
- Location
-
- Location
- Carmarthen
- Reviewing
- BT
- Date
- 2022-09-30
- Comments
-
Shocking customer service!
I took time off work to meet an engineer at the house. He never showed, no explanation was given.
Absolutely terrible phone customer service! Took over 6 months to install a line also. Do not sign up with BT!
- Location
-
- Location
- Carrickfergus
- Reviewing
- BT
- Date
- 2018-05-14
- Comments
-
Having been a customer with bt for several years, I've finally lost all patience with their unreliable broadband and poor customer service. I wouldn't normally be leaving such a poor review but the last straw was when they cut my broadband off a day earlier than agreed, and after trying for over an hour to get the issue sorted with their customer service team I gave up. Throughout my broadband contract I noticed a definite drop in speeds at peak times, to the extent that basic online music and videos would be continuously interrupted despite me subscribing to their fastest, unlimited package. Numerous contacts with their customer service was unable to fix this so i gave up.
When the time came to renew I was unable to avail of the online offers available so my package would cost nearly twice as much as a new customer. What a way to reward loyalty!
I will not be returning to bt as a customer in the future and would advise others to stay well clear.
- Location
-
- Location
- Cartmel
- Reviewing
- BT
- Date
- 2020-01-16
- Comments
-
I have had BT broadband for the past 5 years at my current address and am paying £52 a month for super fast broadband 1 which is far too much. Went on the BT website and found that new customers can get the same service for £29.99 and then £37.99 after 24 months. I phoned them up to 're-negotiate' a new contract and was told that was what was agreed when I took it out so they can't give me a better deal. I told them I will leave if that's the case so she 'spoke to her manager' and said they could give it me it for £45.99 a month - still £8 a month more than a new customer once out of contract.
I've signed up for this price as I've never had a problem with the speed/reliabilty etc and looking at reviews for other providers they all seem worse than BT (unable to get Virgin in my area.)
It is disgraceful that a loyal customer should have to pay more than a new customer though.
- Location
-
- Location
- Castlederg
- Reviewing
- BT
- Date
- 2016-09-05
- Location
-
- Location
- Castleford
- Reviewing
- BT
- Date
- 2016-10-29
- Comments
-
Worst broadband company ever, internet constantly have issues with speed dropping and no service at all sometimes, phone customer service only for them to lie to you and say they will send someone to fix the problem only for no-one to turn up. I would not be renewing my contract and the only recommendation i would give is avoid at all costs
- Location
-
- Location
- CASTLEWELLAN
- Reviewing
- BT
- Date
- 2017-11-21
- Comments
-
Very slow broadband. Only had bt for 2 months cost so far over £150 it is useless at night and bt blocked me twice a waste of money
- Location
-
- Location
- castlewellan
- Reviewing
- BT
- Date
- 2017-11-21
- Comments
-
very slow broadband. blocked me twice only been with bt about 6weeks. the cost so far is around £150. made very few calls it is a right ripoff.
- Location
-
- Location
- Caterham
- Reviewing
- BT
- Date
- 2015-11-07
- Comments
-
A main pitch of BT Sales, why to switch to Infinity broadband, is a stronger more reliable connection. In the 7 weeks since switching it has proved the worst in 20 years of internet connection, even dial-up was better. Sporadic drops, possibly more frequent afternoon and evening. On my third Home Hub 5 which crashed my PC 10 minutes after plugging it in, BT deny any responsibility. Have referred case to Ombudsman, for what that may be worth, as I've had more than enough. Feel I was mis-sold fibre broadband as BT's revisionist line is they can improve things so I get "fewer" drops; well if drops had been part of the sales proposition then I would never have signed up at all.
- 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.