3,590 Customer Reviews over 90 pages
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- Location
- Congleton
- Reviewing
- BT
- Date
- 2018-10-10
- Comments
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Been with BT for over 25 years and the price increased to over £75 pm. They wouldn't budge on price so I switched. Best thing I ever did. My broadband speed has increased from 13mbps to 21mbps even though I'm on the minimum speed (and I was paying for a premium broadband speed from BT). Cost is less than 50% of what I was paying previously.
- Location
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- Location
- suffolk
- Reviewing
- BT
- Date
- 2014-09-10
- Comments
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Having changed over to bt a out 6 weeks ago so I could get the motogp racing I can't fault the internet. However, as a bt customer you should get bt WiFi which for the last 4 weeks and daily phone calls normally an 1 hour + long and they still can't resolve the issue that whenever me or wife are out and our mobiles pick up a bt WiFi spot it will not connect, it refuses all passwords or knowledge that we even have a bt account. Basically they as much use as a chocolate tea point and I'm very close to cancelling the package.
- Location
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- Location
- Northumberland
- Reviewing
- BT
- Date
- 2016-01-06
- Comments
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OK until something goes wrong. One of the most frustrating customer service experiences I've ever had. I reported a fault on the 19th December and have received nothing but empty promises since. I was initially told that things would be up and running by the 24th Dec. I rang on the 24th and was told to wait until the 31st. I rang on the 31st and was told the line would be fixed on the 4th Jan. I called on the 4th and was told it would be ready on the 5th. Called on the 5th, told it would be ready today. Have just come off the phone having being told I'll now have to wait until the 8th before they can fob me off again. Same excuses every time. On top of that I still haven't had a call divert put in place that was promised to me on the 4th Jan. I've been a customer with you for years.
- Location
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- Location
- Ryde, Isle of Wight
- Reviewing
- BT
- Date
- 2017-06-09
- Comments
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I switched to BT because they own the copper wire from my home to the Fibre Dist Box thinking one source if any problems arise.
I have had numerous broadband failures, spoken with many BT staff in the UK and India, all of whom has said they would deal with the problem. One outage lasted 6 1/2 days. I was promised on many occasions that someone would phone me back with progress and diagnostic report. They never did.
As a retired engineer I am appalled at BTs abysmal customer support. I would not recommend them.
- Location
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- Location
- plymouth
- Reviewing
- BT
- Date
- 2015-08-31
- Comments
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For me it was a big mistake to switch from Sky to BT. BT informed me and Sky a date to switch services, but after disconnecting my broadband delayed the new connection which took them 10 days. My several plea to them to reconnect me did not produce any result. Their call centre is in India and they only give lip service. Their only explanation for the delay was "there has been an exception" and they just repeat this like a robot. No matter what number you dial you are always diverted to the same call centre. It is almost impossible to talk to anyone who can take some action. Out of desperation I wrote a letter to their customer services manager in UK, but have not received a reply from them either. In my view BT broadband is no different from other providers but their after sale service is very poor.
- Location
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- Location
- Battersea
- Reviewing
- BT
- Date
- 2016-12-19
- Comments
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The broadband is okay, not exceptional but okay. It drops from time to time at night but I experienced the same thing with Sky broadband, albeit, less frequently. The things that I really dislike are the fact that when you initially contact them, they tried to upsell me BT infinity, despite the fact that I clearly didn't need it; in addition to this, call and late payment charges are quite steep. I will definitely be migrating once this horrible contract is up.
- Location
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- Location
- wiltshire
- Reviewing
- BT
- Date
- 2009-09-03
- Comments
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I was promised three Mb, but have never had it for more than a few minutes. For months they were replacing lines in the area, during which we seldom had more than 0.5 Mb, and many times my IP profile gets 'stuck' at 130K, and can stay down often for a week at a time, until my frantic telephoning persuades somebody to move their finger to press a button and reset it. I cannot tell you how many hours I have been on the phone.
- Location
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- Location
- Brownhills
- Reviewing
- BT
- Date
- 2021-01-22
- Comments
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BT is the worst provider i have been with. Sky was more reliable and they use they BT line.... go figure??!!. Customer service is the only positive they have in my thoughts. As soon as virgin media is in the street I will be changing provider. I would not recommend BT services.
- Location
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- Location
- Tarporley Cheshire
- Reviewing
- BT
- Date
- 2016-10-09
- Comments
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I have been with BT for 34 years but have to say, these days they are the most incompetent organisation I have ever had the misfortune to deal with. I won't go into detail re my specific problem but I will say this. It is causing me significant stress and inconvenience yet they continue to break promise after promise. One day this will all catch up with them but until then all we can do is expose them via excellent platforms such as this.
- Location
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- Location
- York
- Reviewing
- BT
- Date
- 2018-03-25
- Comments
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Absolutely terrible customer service. Was overcharged on a bill and was promised a refund - this wasn't processed so rang again and was told this would be reflected in following bill - it wasn't and in the end I had to chase up 3 times. Now waiting to see if refund comes through. Won't be staying when contract ends.
- Location
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- Location
- Lincoln
- Reviewing
- BT
- Date
- 2018-06-09
- Comments
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An absolutely awful company to deal with. I changed to them for their TV and broadband package only after they offered to buy out the remainder of my contract with my existing provider. On swapping, I found out that I was tied in to a contract with my previous provider, so I decided not to go ahead but after informing them they offered to buy out the remainder of the contract and sent confirmation to me that they would do this... then once they had taken over the supply they refused to credit my account. They are not replying to any of my emails now and they won't provide a reference number that I can give to Ofcom to take this further, as they are required to do. I will try to get what I can back from Ofcom but if that doesn't work I will just reclaim six months payments back, which is the maximum I can under the Direct Debit guarantee and walk away. DO NOT TRUST BT!!! Utterly useless!
- Location
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- Location
- Staffordshire
- Reviewing
- BT
- Date
- 2016-04-14
- Comments
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Probably the worst company I have ever had dealings with.The equipment never turned up for ten days and only then when I sent in two letters complaining.I asked theam to cancel within the 14 days they still carried on.When I asked for a credit for the 10 days of service I missed out on they said yes.Then stopped my account as I didn't pay.The reason I didn't pay I was awaiting a credit.Told them to shut it all down cost £137 for 2 months and for ten days of that I didn't have a service but still got charged.Ensure your equipment arrives before the package and within the 14 day cancellation.I have had to pay for their mistakes but it was the only way I could get rid of them.Call themselves British they should be ashamed of the service they provide or not.
- Location
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- Location
- N16
- Reviewing
- BT
- Date
- 2023-03-24
- Comments
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Terrible customer service! I Keep having issues with the line and every time I call in I get told something else. The service gets pushed off all the time. It's been over 3 months that I have problems! Would not recommend BT to anyone!
- Location
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- Location
- Walsall
- Reviewing
- BT
- Date
- 2019-10-01
- Comments
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Not been with them long but cancelled this morning absolutely rubbish service,we have gone back to our original supplier . The straw that broke the camels back was no phone and no internet again this morning. Being pensioners nearly 80 years old we rely on our internet a lot. When we went with them we thought that they would come and set it up but you have to do it yourself so l had to get someone in to do it.
- Location
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- Location
- UK Swindon
- Reviewing
- BT
- Date
- 2018-11-17
- Comments
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I have been a bt customer for 3 years, my contract is for 42mb/sec I get about 4mb/sec tops! @£29pcm if your a day late in paying which happens to me a lot as I'm on benifets you get disconnected which includes a charge of £12.99! 5his months bill was £41.98, I spoke 5o a lovely woman in India who was quite helpfull but not overly so. BT is a terrible broadband provider when it comes to the money grabing scheme, as for the actual broadband its slow at best depending on the server your connected to, for example if your watching the YouTube it's slow to the point that 6our video will start and stick to a very low quality like 480p until you manually up it to 1080p, general Internet page searching is not fast like pre 1mb speeds however if connecting to a Microsoft server for xbox I get a good deal 40 odd mb/sec which is great. You can have all this for a mer 29 quid per month. I will not be updating my contract this time and can not recommend at all.
- Location
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- Location
- bude cornwall
- Reviewing
- BT
- Date
- 2018-04-04
- Comments
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Bt broadband from BT does not do what it says it will i was offered up to 32mg speed and yet i have never got over 25mg
almost every weekend i get up to 8mg yet i still pay the price for up to 32mg i then get emails asking me to take the higher broadband higher price and supposedly higher speeds yet BT's own engineers state i could never get over 32mg with the line i have now but still they push me into getting the higher broadband just so i have to pay more for the same as i get now something should be done about Bt and there practises
- Location
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- Location
- Barry
- Reviewing
- BT
- Date
- 2018-06-24
- Comments
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Can't speak to the broadband speed and reliability as it's not been activated yet, but I expect great things considering the extortionate activation fees they're charging us.
We've moved into a new build home, and due to BT's monopoly on the area are unable to go with any other provider. Not only are their broadband deals more expensive than anyone else's, we have to pay £70 in various upfront costs. Absolutely disgusted. They're at liberty to charge whatever they want because there's no competition - the alternative is to not have internet for a year. Wondering if there's recourse to go to the Financial Ombudsman about this.
- Location
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- Location
- Cambridge
- Reviewing
- BT
- Date
- 2014-12-09
- Comments
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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
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- Location
- Birmingham
- Reviewing
- BT
- Date
- 2023-08-15
- Comments
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I upgraded to full fibre and now internet pages are slower to load or only partially load. These apart, I have not noticed any differences except the cost! Don't be tempted by upgrade offers.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-11-22
- Comments
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Very unreliable service; especially over the last 3 month. The broadband speeds over the last week have been very slow and my infinity broadband stopped working 2 days ago. Last month my phone stopped working for a week. Customer service is almost on existant. Overall opinion, don't use BT.
- Location
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- Location
- Reviewing
- BT
- Date
- 2016-03-28
- Comments
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Random disconnects happen far too often, even if I'm metres away from the hub. It can't be relied on. It took too long to find someone in customer support that actually cared. I seriously don't recommend.
- Location
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- Location
- Gloucestershire
- Reviewing
- BT
- Date
- 2019-10-26
- Comments
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BT should restructure their appalling customer services operation that has completely ignored my complaints. I shall be moving to a more professional provider as soon as I can, and I strongly advise others to avoid BT.
- Location
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- Location
- Mordoor
- Reviewing
- BT
- Date
- 2021-07-04
- Comments
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I can sneeze and interupt the signal. It's weak.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-07-27
- Comments
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I have been a BT customer for over 10 years (service was okay - not brilliant). It is only today that I had enough.
I will have to pay to have a new router and Freeview box (had them for 5 years now) - new customers get them free.
Its not bad enough that we don't get the same great rates as new customers (my broadband was £20.00/month more expensive than new customers, and that when you do get a better deal they increase the price 1 month into the new contract.
Having contacted them I was told they sent me an email 2 months ago announcing their increases (this email I never received - "must have gone to junkmail"). So I lost out on my free cancellation period.
Now I have been told I have to pay £270 to cancel my contract.
I find this whole matter galling - so I will stick out my contract - but will NEVER EVER again be using BT. Looking into changing the service at work as well. Lets see how much they want to charge for that.
- Location
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- Location
- Upminster
- Reviewing
- BT
- Date
- 2016-09-03
- Comments
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Can't believe the difference, suffered BT broadband for about 10 years, now have basic sky, everything work as it should
- Location
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- Location
- Salisbury
- Reviewing
- BT
- Date
- 2022-02-24
- Comments
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BT offered to upgrade me from BT Halo 1 to Halo 3 for nil extra cost. Having spoken to their customer services adviser, I realised that theres no benefit from 1 to 3 at all, its just a way of tying me into a contract for another 2 years. When I pointed this out to the BT advisor, she hung up! Also, the adviser tried to sell me an unlimited call plan on the basis that we make 145 minutes + of calls per month. This is a nonsense, we barely use the landline for calls as we have mobiles. Shocking, and not what I'd expect from a supposedly reputable company.
- Location
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- Location
- Reviewing
- BT
- Date
- 2015-04-13
- Comments
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i had been with BT for 4 months, and have had so much hassle and stress with Customer Service reps in all parts of the world. Engineers turning up to my properties under the influence of a Class B drug. also non stop on the phone with Managers not being able to resolve my issues and troubles with their services
1. Bt Broadband on and off - had 4 engineers out to assist couldn't fix the problem to then find out that they hadnt activated my line!!!! then they couldn't refund me the days weeks i had no internet~!!!!!
i could go on for ever about BT bad service but would just advise news customers to not go with them and look further. i payed £281.98 pence to cancel their services and was ask to send back there equipment which was shambolic considering i had to pay for installation and the delivery p&p fee!!!!!!!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2017-09-12
- Comments
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Shocking, terrible service! Have called over 4 times to change my plan, then when I thought it was all sorted, they have billed me for my previous package i.e. they didn't change my package....so what the hell was I on the phone for hours for?? Also, I'm only allowed fibre optic which is expensive and unreliable. Live in a small one bedroom flat and the wifi doesn't work in the bedroom....
- Location
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- Location
- LEEDS
- Reviewing
- BT
- Date
- 2017-12-28
- Comments
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I have experienced some difficulty with buffering of my broadband from time to time and more recently over the Christmas period. I checked my current monthly price and noticed that it has risen to over £40. I have checked the lastest deals with some being cheaper than my own but offering better connectivity etc.
When I spoke to a BT representative to question my account I was told that because I have been outy of contract for a long period of time that the best deal they could offer me was a £7 discount. Hows that for being a 10- 15 year loyal customer.
I asked if he could offer a better deal than that but was told that "THE COMPUTER SAYS NO!!!!"
I will of course change provider.
It seems that being a long term loyal customer means nothing these days. Not good enough BT.
- Location
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- Location
- Enfield
- Reviewing
- BT
- Date
- 2014-03-04
- Comments
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I thought my case was bad and made me angry. Having read most of the comments here, I was kind of the 'lucky' one. I am so far, happy enough with the technical side of the services. The area that I am not happy about is when contacting the customer services. There was no help in anyway, basically they just want to say "this is it, take it or leave it". As an existing customer for almost 30 years, I thought I was loyal, I have never asked for anything eg discount, I pay my bills on time every quarter all these years. But when I decided to upgrade our broadband to infinity 2 (not having it install yet) I will be paying more than a new "valuable" customer, no discounted few months offer etc. I was on the phone to BT to sort out some internet problems to start, and was decided to have it upgraded after a long chat with the engineer, I complaint about not being told of some of their offers which I could have had (this was when I realised afterwards) and I was told, as BT personnel, they do not need to tell customer, it is up to us to shop around....bla...bla...bla.
I have been in touch with two officers, this is what they say in the end "if you are not happy, you can cancel your order"!
Nightmare talking to them!
But thanks for the comments, I will look at the bill more carefully.
- Location
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- Location
- Hertfordshire
- Reviewing
- BT
- Date
- 2014-05-05
- Comments
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Since upgrading to Infinity with Hub 5, my consistent historic data usage has jumped from just under 10GB per month to over 20GB. Have rung and complained so many times that their usage monitor (which my billing is based on) is inaccurate.
Technical Department advised me to download thinkbroadband monitor to my desktop and guess what? It proves my usage is no where near what BT are stating!
Now am locked in this on-going battle to be heard. Their excuse is that my home hub is faulty and that the wireless can be picked up outside the home due to security issues?
Checked all round my house - am on the WPA2 Personal and it is secure (with padlock symbol showing).
Technical Department asked me to change wireless key - did this - usage still escalating?
Technical Department sending a replacement hub? Not sure how that is going to affect the usage monitor which is clearly inaccurate.
BT are thieves - they are stealing from me as in the 2 months since upgrading they have said I have gone over my 20GB allowance. Strange as last month I was away for over 2 weeks and there was no usage whatsoever?!
Now at the stage where I will have to write to OFCOM and considering going public with this.
How can they get away with this?
- Location
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- Location
- Hampshire
- Reviewing
- BT
- Date
- 2017-04-14
- Comments
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How does bt even exist!!
Signed up about four weeks ago..
Broadband and telephone working ok even though they sent me two routers....
Waited an extra few days for tbe tv box but did not appear...
I then made call after call to bt to find out where the item was only to find that tbey had cancelled it without even telling me...USELESS!!
Then again after several calls bouncing from one advisor in the uk to several overseas advisors who had may aswell spoken in german....told me they would cancel down the subscribtion and start over...
After afew more days the unit came...i have spent over fours ours this morning speaking to technical teams that speak some other language to me and have now told me that i have to wait another four days before they can fix it...
You can guess what i did after that...
Yep....cancelled everything!!
Please pleass do NOT sign up to bt....Their customer service is exactly as bad as everybody says...Virgin Media and BT are most definatly the worst ever providers..sky following close behind....
- Location
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- Location
- Newport
- Reviewing
- BT
- Date
- 2017-12-22
- Comments
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High and increasing costs, slow rubbish connection for both phone and TV. Picture breaks up on HD Channels epsecially.
Also had no end of nuisance calls, they register your number with random business so that they think you are a client or a service provider. I think they do this so you pay extra for 'no nuisance calls'
Please, please avoid at all costs.
- Location
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- Location
- swanley
- Reviewing
- BT
- Date
- 2015-11-09
- Comments
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Continuous appalling service since moving home and trying to transfer our old telephone number. On moving day text to say phone was up and running, but no service to house. On checking our number we find its gone to the local Bus Company. Constant ringing to Customer Services (via offshore call centre) we're told there is nothing wrong with the line. I agree, but say the line is not where it should be.
Over 3 weeks of continuous calls eventually get line transferred, but Broadband is connected / working. Further calls, delays no turn ups eventually get Broadband on. 2 days later it fails, faulty hub. New Hub sent, doesn't work resort to old server which works fine.
this weekend line / Broadband fails, no service. 3 hours so far on calls. I fear the nightmare is about to begin again.
BT service is appalling,
- Location
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- Location
- somerset
- Reviewing
- BT
- Date
- 2015-11-09
- Comments
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All went well until broadband kept crashing! then customer service failed bt no end. I waited for phone calls that were promised but never came! It wasn't until I blew after no end of me calling them it has been decided to send me a new home hub but even then I have pay out for delivery!
NOT IMPRESSED!
- Location
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- Location
- glasgow
- Reviewing
- BT
- Date
- 2015-09-21
- Comments
-
Have been with bt for over 25 years but now find their customer care is very poor from there call centres to there automatic phone service which can take ages to connect you to another automatic menu in the last few weeks I have spent over 7 hours in total regarding an over high bill to the extent I have cancelled my contract with . The even have the cheek to charge a disconnection charge even after the 21 days notice wouldn't recommend there service in future
- Location
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- Location
- Telford
- Reviewing
- BT
- Date
- 2021-06-11
- Comments
-
This is what i have just sent to BT, the woman on the phone yesterday was horrible, actually shouting at me in the phone , she was incredibly number is 07966045386
I can not believe what you have done, i am already being treated for stress and acute depresion
Yesterday you cut off my broadband
I now have no tv
I can not use my phone
My son works from home and you have stopped him from working
2 weeks ago i phoned to talk about my bill
I tealised i was still paying for a landline package of unlimited calls etc
I had stated and phoned numerous times about the fact i had no land phone , i didnt want a phone but yet you continued billing me for 2 years.
The man on the phone said the best ge could do was refund me £60
And send me a new hub, i still had a bill outstanding and told him my house was going to auction and i woukd clear my bill very soon
Yesterday i phoned to clear my bill , the lady said my wifi was still open but about to be closed down, i had no onowledge of this , only aeare i had to change my hub over which i did yesterday.
I had not been refunded the £60 and my bill had not changed, i paid all outstanding bill of over £100
The lady then put me through to someone else who told me i had been cut off and i would have to open a new account
I have been with you for over 35 years, and now you have caused me to be very ill, and for my son not to be able to work, without even contacting me
I am on the vulnerable list which you should have been aware of
What you have done has totally destroyed me, i can not carry on with no wifi for 2 weeks
I have had to come down the road to send this message
Help ?
We will see what response i get
I have been with BT for 37 years !
I have never known anything like it !!
No one in the world should be left with no communication!!
No warning, no contact from them, NO !!
They just sent me a brand new hub, to set up and then cut my wifi completely
And they are saying 2 weeks minimum.
What i do not understand is i have a brand new hub in place , surely its not that hard to reconnect me !!???
- Location
-
- Location
- Wimbledon
- Reviewing
- BT
- Date
- 2019-03-15
- Comments
-
unreliable broadband that keeps disconnecting and getting hold of someone to talk is next to impossible
- Location
-
- Location
- Devon
- Reviewing
- BT
- Date
- 2015-10-24
- Comments
-
First experience with BT - oh dear! After calling to find out why downloads were only running at .383Kb when the line tested at 7.9Mb I discovered that their 'BT Desktop Help' does not work with Windows 10. Love chat then took 20 minutes to connect after showing a wait time of 4 minutes and when I conversed with the agent their use of English was poor and their technical knowledge almost zero - I was even asked at one point to delete a Windows system file. A follow-up call established that they already knew about the Windows 10 issue but again the agent was difficult to understand. I was asked to reset the router with no regard to interruption to online services that were currently running - and all this on the same line that has worked without problems for 12 months with another provider using the BT infrastructure. Appalling.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2016-03-30
- Comments
-
So bad I'm assuming must be a joke. Ironically after the latest delay with installation they said "Don't worry ... we will call you back on 1 April".
Ordered BT TV, internet (as well as the obligatory telephone line) 6 weeks ago. Since then I have had 26 phone calls, 15 hours of my life wasted, 1 unexplained non-attendance by an engineer and
5 occasions having the Indian colleagues guys putting the phone down on me when they didn't know what to say.
I STILL do not have television. AND spent the last hour on the phone speaking to 4 different people to find out what was going on (3 of them couldn't).
The promise I will have TV tomorrow. But they promised this on Tuesday but then sent me a text saying there was a technical fault
Without doubt one of the worst product / customer service experiences I have ever had anywhere in the world.
- 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.