3,590 Customer Reviews over 90 pages
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- Location
- Coleraine
- Reviewing
- BT
- Date
- 2018-04-02
- Comments
-
Bt have the worst customer service I have ever seen or heard have, the WiFi is so poor we have to use our mobile data
- Location
-
- Location
- Coleraine
- Reviewing
- BT
- Date
- 2022-12-06
- Comments
-
Had the most amazing phone call the guy on the phone was professional and helpful, great customer service.
- Location
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- Location
- Colindale
- Reviewing
- BT
- Date
- 2017-03-06
- Comments
-
Worse experience with broadband ever!!!! 3month waiting for connection line. Promised conection date moved again. Very long wait for engineer visit.If had been given a choice would not had them as my provider, but its the only provider at my post code.
- Location
-
- Location
- Colwyn Bay
- Reviewing
- BT
- Date
- 2016-01-18
- Comments
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Since BT changed their e-mail client,from Yahoo to the BT Mail version.i have been utterly frustrated and disappointed with the poorly designed user interface and functionality of the BT Webmail client. The e-mail layout is poor and un-inspiring.Couple this with glitches and freezing while trying to compose e-mails or execute commands,such as moving a message to a folder,a nightmare in itself,due to the user unfriendly drop down box,which doesn't always respond,when clicking on a item. Then you will know where this review is heading! Worse still,my outlook.com e-mail client will not work with the new BT Mail system,due to the BT Server,not accepting Outlook mails through it. The previous BT Yahoo service worked fine with Outlook.com! I could go on and on about this,but instead i would like to give a final piece of advice to anyone considering changing to the BT Mail,Webmail service.Don't!
- Location
-
- 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
-
- Location
- Congleton
- Reviewing
- BT
- Date
- 2015-05-08
- Comments
-
Moved into new property, ordered BT infinity 2 months before moving in, then had to wait another 58 days with no broadband or phone, BT eventually connected us to broadband, and we got a max speed of 2 mb/s 2 weeks later go infinity, and that is a max of 12 mb/s.
BT are trying to charge us for Infinity when we only get broadband speeds, they take money out of out bank account with out notice.Customer service is non existent was with virgin before BT are the worst company I have ever dealt with. They promise speeds they can no do and when you complain use the old distance from exchange excuse.
Believe non of there blurb its all untrue, Open reach are a disgrace and hide behind we are not customer facing story.
BT are a total disgrace to the country,If you are after broad band stay away from BT and Open reach if you can.
- Location
-
- Location
- Congleton
- Reviewing
- BT
- Date
- 2015-05-08
- Comments
-
Moved into new property, ordered BT infinity 2 months before moving in, then had to wait another 58 days with no broadband or phone, BT eventually connected us to broadband, and we got a max speed of 2 mb/s 2 weeks later go infinity, and that is a max of 12 mb/s.
BT are trying to charge us for Infinity when we only get broadband speeds, they take money out of out bank account with out notice.Customer service is non existent was with virgin before BT are the worst company I have ever dealt with. They promise speeds they can no do and when you complain use the old distance from exchange excuse.
Believe non of there blurb its all untrue, Open reach are a disgrace and hide behind we are not customer facing story.
BT are a total disgrace to the country,If you are after broad band stay away from BT and Open reach if you can.
- Location
-
- Location
- Conwy
- Reviewing
- BT
- Date
- 2017-05-02
- Comments
-
Poor in all areas.
BT don't make it easy to get support - all well and good having internet help but when the internet is at fault it's pointless. A telephone appointment made for 6pm saw me rush home to be here - none came and eventually I gave up waiting and at 7. 20 pm I went outside to do some jobs . They called at 7.30 pm and didn't try again and didn't leave a message. I missed them by 3 minutes. Not impressed.
- Location
-
- Location
- Cookstown
- Reviewing
- BT
- Date
- 2022-09-14
- Comments
-
Shocked and disappointed with the company's approach to its customers. He will do everything to get as much money from you as possible for poor quality service.
- Location
-
- Location
- Cookstown, Northern Ireland
- Reviewing
- BT
- Date
- 2017-08-29
- Comments
-
Where to start...
The TL;DR:
- Customer service that does everything it can to dissuade you from logging an issue
- Misavertised product
- Poor to no connection
- Inability to fix recurring issues.
For those who want a more involved review:
When I signed up for BT Broadband, their website began by steering me towards their Infinity option (30 to 50mb at the time, I think). Then their scan told me I wasn't eligible. I ended up going with the standard broadband package, up to 17mb was the promised figure.
I later spoke with an engineer. He said there is no physical way I can ever get more than 3.
Less than two months after starting the contract I began to have connection issues. The speed would drop to less than half a mb, or would drop out altogether. Whenever I try to call, I am kept on hold for a minimum of 20 minutes, most often nearer an hour. In the first call, they tried to accuse me of badly wiring the phone lines in the house (i'd just moved in and I don't touch wiring) and said that if this was the case an engineer visit would cost £130.
A few words later, an engineer was booked without charge and he later found that the issue was due to a bad installation by the original installer prior to us moving in and due to the pole across the road being overrun with ivy and the box flooded. The engineer spent 2 hours cleaning the pole, fixing the issue.
Connection was fine (i.e. 2mb) for another few months, then started having similar issues. Phoned again, was left on hold again for ages, then they asked me to measure my broadband speed in about fifty different ways, all returning speeds between 0.5 and 0.7mb. They put me on hold for another ten minutes, then came back saying there was no problems on their end, but could I do another speed test. Suddenly, 2.3mb. Draw your own conclusions there.
I am now suffering these issues again, and to top it off they upped my bill three months ago (£33.99 to £41.99) without notifying me. Their excuse... "You would have received an email".
So... bad to unusable connection, poor customer service, a general inability to fix recurring problems and dodgy billing practices.
I am currently making arrangements to switch to Zen. If you like a stable connection and good customer service, then talk to a horse before trying BT.
- Location
-
- Location
- Corby, Northamptonshire
- Reviewing
- BT
- Date
- 2015-02-21
- Comments
-
Firstly disappointed to find out that because we have moved into a new build estate that BT are our only option so we compared prices and the unlimited Infinity 1 package seemed like a pretty good deal. We signed up but there was a problem.
First issue was that Openreach had to go out and install the line and BT would call back with and update 3 days later. They did call back but the voicemail was that another update would be forthcoming in 3 days time. So I waited and 3 days later another update was due 3 days later. Another three days and the voicemail said that the explanation would be provided in another five days time.
Now so far I've not been too upset as BT had kept to their estimated callbacks and as it's a newbuild I had to expect some hiccoughs.
The update call with the 'reason' I got was that openreach are unable to provide the service as there is no phoneline! I knew this because I am asking them to install the flamin' line! 'We are sorry Sir but we have cancelled your order'.
At this point knowing BT are my only option and they cannot provide the service at all with no explanation is ridiculous! I have asked for the matter to be escalated but I doubt this will make any difference.
So we are now faced with moving into a nice new house today that won't have a phone line or broadband indefinitely. No I would not recommend them but when they control the monopoly of lines I wish there was at least another ISP to try! But there isn't.
- Location
-
- Location
- Corfe Castle
- Reviewing
- BT
- Date
- 2018-05-25
- Comments
-
Where is the 0 stars rating, cut of my business broadband because they made a mistake! and weeks later still waiting. complaints department is manned by pond scum
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2023-07-04
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2017-10-26
- Comments
-
Just finished 4 phone call to Bt - they claim broadband is working okay but I'm having to use 4g to post this
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2015-10-03
- Comments
-
Dont trust BT ever. I contacted BT in 2013 when the exchange showed it was AO (accepting orders) here i am oct 2015 and still no Superfast. I have a case open with their own complaints and Ombudsman. I lost out on free internet deals on the promises and order i put with BT from other suppliers. They continually LIE and blame sub contractors for their own engineering g incompetence. A neighbour who placed. an order in August had his installed within 3 weeks..BT was given £90,000,000of tax payer money to ensure rural broad band roll out.. . I don't recommend them to anyone ever.
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2022-11-01
- Comments
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Absolutely shocking. My new broadband was supposed to be activated yesterday. Still waiting! Called them back up and apparently there is a “fault”, and will have to wait 48 hours for it to be resolved.
Missing out on 3 days of work and wages because of these absolute idiots. No compensation, nothing.
Never go with BT.
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2018-05-12
- Comments
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Paying for Infinity - actualy getting Infinity some of the time, have contacted BT, however speed always improves for a while when BT contacted., then variable again.
- Location
-
- Location
- cornwall
- Reviewing
- BT
- Date
- 2016-09-26
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2016-09-08
- Comments
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Having had to spend 2 hours on the phone to this company I would not recommend them to anyone. Tried 3 times during the day to speak to someone but never made it through to a person . Then when we did make it through at 6 at night we just got palmed from department to department and 1 hour 35 of our phone call was spent on hold. After every month being over charged on our account we wanted answers as to why, after being told we had free weekend calls the lady we spoke to here basically called us liers and said this had never been part of our package. Her tone was disgusting and she was obviously out looking for an argument , one of the main reasons for leaving this company was her terrible manner . BT is the perfect company to be with providing you like to be overcharged on your account , pay an excessive line rental, pay in excess for using your house phone (19p to just connect a call) & want to be spoken to like crap basically , otherwise avoid like the Plague and go for a cheaper company that offers the same. Really disappointment with our treatment from this company shall be cancelling with them tomorrow.
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2022-02-27
- Comments
-
Beyond abysmal. No service for 4.5 (no broadband, landline or mobile) and what's more no compensation (because it wasn't reported within 2 days of fault occurring. They won't accept that I wasn't able to report fault until the service resumed 4.5 days later. They are rude, intransigent, overpriced and way too smug - they simply don't care about normal residential users.
- Location
-
- Location
- cornwall
- Reviewing
- BT
- Date
- 2009-09-24
- Comments
-
promised a speed of 2.5-3 mbps, never had such a speed in 10 months of being with them. The best we have had was 1.5 for 2 days, average is 500 kbps, but normally speed is between 400-30 kbps ( yes 30 kbps slower than dial up modem )speed up to the router as 8 open reach engineers will testify is 2.5 mbps, so line etc is OK, but b.t. keeps the speed low at their end.
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2019-08-07
- Comments
-
Absolutely abysmal service and threats for BT
Have been with BT for may years was out of contract and looked around and found I was paying about twice as much with BT as I could get with other providers. Contacted BT and asked if they could give me a better deal which they said they could they offered a couple of pounds off not the £35 need to be competitive. Asked for a PAC code but due to technical problems they could not give one. This went on for a couple of weeks but eventual got my PAC code and left B. They did however finally offer me a deal which was £1.00 more expensive than the company I transferred to. But there was no way I was going to stay with them after the way I had been treated. Was sent a final bill which I paid and have now spent a further month receiving threatening emails from BT. Saying they would be sending round the bailiffs and destroying my credit rating if I did not pay. This despite me having raised a complaint with them. Absolutely abysmal service will never ever go back to them.
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2011-05-05
- Comments
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In Feb 2011 I was getting a speed of 6909 since then it has dropped to 720
I have contacted BT and cannot seem to get a improvement
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2017-10-14
- Comments
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Diabolical treatment of customers. Heed my warning DO NOT GET INVOLVED WITH BT. EVER. YOU WILL REGRET IT.
we moved out of our house 2 months ago I phoned BT spoke to (Sol) to ask them to cut off the phone the day we moved out, but when I realised it could be any time before midnight on that date hand to change it to the day before 2nd phone call. We have a period between moving out and we are not yet in our new house, BT (Kieron) advised me to put thing on hold as I would get a better deal as a current customer (FIRST LIE). Staying with relatives got an email as usual to "see my latest bill" I phoned to ask what was going on, spoke to 3 different people (Evette, Juliet, and David) who agreed I should not have a bill. And in fact THEY OWED ME £81.91 as I had been overcharged, for several months, I already knew that as my bill had gone up over several months from £42.59 to £65.98 but I couldn't face the trials of contacting BT. 45 minute phone call with David who said he would send me several emails with all the amounts I was owed which added up to £81.91 but he couldn't send immediately while I was on the phone because his "computer was frozen"! Ok 2 hours later surprise surprise no emails and no money back!
I'm moving and dealing with solicitors, estate agents and surveyors so didn't have time or energy to phone BT again for another week, till I spoke to Rose who agreed BT owes me £81.91 but I CANT HAVE IT BACK AS A REFUND BECAUSE THEY DONT GIVE REFUNDS! The maximum she said she could send was£16.95 but the rest had to remain in my account "in credit for when they start to bill me at my new house when I move in". Couldn't argue any more so left it at that. 2 weeks later another email to see latest bill online. For £42.56FOR WHAT!? Phoned them again spoke to Aditya, John, and Rob (in Newcastle) they all told me I hadn't cancelled my account, it was still running and they were providing a service. WHERE FOR? I DONT OWN A HOUSE!! my number does don't exist any more! Rob was very rude and said my case is being escalated to a different department and "someone"will phone me in a few days and nothing to do with him any more. It's been "passed on".
2 days later I got a text message saying they had tried to call me but "had not get a response". I had my phone in my hand at the time and it did not ring. 2 days later they did the same thing but as I answered they hung up on me. I have written a 3 page letter to their complaints department in Durham.
Please read about how BT treated me, scroll down and read how they treat 1,000's of their customers. But before you choose anyone else read their reviews as well, THEYRE ALL THE SAME!!! I was going to switch to Plusnet and their reviews are just as bad. There are not many choices in rural parts of the country so you are stuck. I am still fighting them and the ombudsman will take up my case next week as it will have been 8 weeks by then with no resolution. If you are trying to fight BT or ANY of them please contact the ombudsman they will fight your corner for you.
I can't leave no stars for customer service so have just left the lowest possible. Broadband speed and reliability ... I haven't got a phone line or broadband OR A HOUSE TO CONNECT IT TO SO that should be no stars as well!
I am fed up with giving hours of my life over on the phone to BT.
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2015-09-07
- Comments
-
Appalling service all round. I ordered fibre broadband 5 months ago. I now have a phone line with no broadband (which I do not want and am being charged for as it is a prerequisite for fibre) and have just been told that it will be mid-October before I even get an update, let alone the service.
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2020-11-28
- Comments
-
I would not recommend BT to anyone. What should have been a simple and easy case of transferring my existing account and service to my new address when I moved house has been an absolute nightmare. They cancelled part of my order on my moving day took over two weeks to put the new order through (leaving me without a working landline or internet service for a number of days), billed me for an increased tarrif at my old address account after I'd moved out, assured me that they wouldn't debit my account for this incorrect bill but did anyway, they've also set my new account up on a higher tarrif then originally agreed, and have ignored my last six emails to the Home Moves Team trying to get this all resolved (who'd promised me a call back two weeks ago, but who still haven't called me). I've also spent hours repeatedly on hold also trying to get through to someone to get it sorted (I'm currently on the phone to BT in a queue and have already been on hold for over an hour this morning). I've lodged complaints which have not been dealt with, and this is still dragging on six weeks after first advising them of my house move. Absolutely unacceptable way to treat their customers! I'll be raising this with the Ombudsman if BT don't get it all sorted out soon. If you're thinking of moving to BT I'd advise you to avoid at all costs, I'd really wished that I'd just switched to a new service provider when I moved house!
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2015-08-13
- Comments
-
Speed rarely reaches 1mb, if more than one person uses the internet it crawls. Engineers have been out and confirm a problem with BT's line locally but has never been fixed. Over £30/month and can't even play a youtube video at peak times? AVOID BT. They LIe.
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2015-07-24
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2016-04-01
- Comments
-
Well, after having the one with terrible customer service (Talktalk), the one owned by BT (Plusnet) and BT itself now I can honestly say that BT'S broadband is the least reliable of them all. Plusnet and Talktalk provided faultless service however Plusnet does have the edge on customer service. I will be leaving BT at the end of my 12 month contract!
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2016-07-09
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2023-05-10
- Comments
-
In the year I’ve lived in Cornwall, my BT broadband has failed 5 times, sometimes for days, trying to work from home is impossible with BT and it’s unreliable service.
It might be fast when it’s working, but reliability is not good enough, it’s time BT stopped paying out huge dividends and salaries and updated its antiquated infrastructure.
- Location
-
- Location
- CORNWALL
- Reviewing
- BT
- Date
- 2018-06-02
- Comments
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Don't bother.
Absolute crap, poor service, slow speed, customer indiference, you are just a number and worthless.
Multi national companies look after high number customers within a small area, like all the big companies, so forget it, if you are not living in London then you are nothing.
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2015-10-30
- Comments
-
I am trying to switch from Talk Talk to BT, partly because of their BT Sports App. I am now very close to telling them to forget it, having wasted many frustrating hours in trying to contact someone who will (a) answer the phone within a reasonable time and (b) give me any reliable information as to how the switch is progressing. Even though I have confirmation of my order, they have now informed me that it has been held up somewhere within their "system". If BT really do want people to switch to them they are definitely not going the right way about it.
- Location
-
- Location
- cornwall
- Reviewing
- BT
- Date
- 2015-02-23
- Comments
-
Never again will I go with bt
im a fiber to the house customer
aftrr placing an order took two weeks for open reach to come in install a new ont box ..
after it was installed I had broadband for 10days even thu
bt told me I cant have Internet because its not be activated but it was working
Bt then activated two weeks after open reach had been. broadband then when off line was told it would be on within 24houts 4 time's today I have just told them to stick there boradband up there ass and have cancelled. I have been a bt customer for 5 weeks and have nevrr had so much stress over getting Internet
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2016-08-04
- Comments
-
They are not good at all we moved on the 6th of july and they have put us off untill the 4th of august we then get a message saying we have to wait untill the 8th of october because apperently there is no line connecting even though our neighbours both have bt and there is a bt phone line in the kitchen but it has been switched off.
We got told to wait in on the 16th of july and we never had anyone turn up because apparently there was a problem at the box but we where never nottified so was waiting in until 6PM.
so they are bad in all areas as they just dont do anything and are in no rush to help anyone with poor customer service
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2018-07-11
- Comments
-
I ordered Fibre Broadband on 20th April, was booked in for 22nd May... nobody turned up. Was re-booked for 11th June, engineers turned up but it turns out they was going to supply it wrong address... was re-booked for July 4th, i rang on 2nd July to confirm they was coming.... nobody turned up !! Was then told it was being put in on the 12th July... Only to be told this afternoon it isn't being done now until 17th July. Cancelled my order... useless doesn't even start to describe how utterly rubbish BT are... For a large communications company, it doesn't bode well when you can't even communicate between your own departments... Almost 3 months and still no service. Absolute disgrace !!
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2020-07-06
- Comments
-
I have been with BT fibre for about 3 years now and to be fair, I don't get many issues.
But damn, when you do have an issue are they shockingly terrible at fixing it! I'll explain the problem I have;
2 weeks ago I woke up to not having an internet or phone connection. After a few phone calls (on my mobile) to BT they sent me an engineer the next day.
The next day arrives and the enginner turns up on time, all well so far. 3 hours later he figures out that my fibre cable had been disconnected from my port in the underground rack, broken in the process and put back into a different port. Basically a contractor stole my connection for someone else.
He then fixed my cable and plugged it in to a new port telling me that BT would need to disconnect my connection on one server and reconnect me on another as I'm now using a different port, which "should take 24 hours".
2 weeks and many...many phone calls later, they should have me disconnected from my old connection by friday the 10th.
So now I am looking at 3 weeks of no phone and internet for them to disconnect a connection and connect a new one. That is actually abysmal customer support and service on their part, for a problem that shouldn't have happened in the first place.
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2014-10-13
- Comments
-
Ordered infinity2. Two weeks after the order they started changing installation dates. Said I wanted to cancel, so they fast tracked my order, and promised an early connection. After booking another day off work, they cancelled that date. Have now left BT before even being connected and will wait for Sky fibre.
- Location
-
- Location
- Corwen
- Reviewing
- BT
- Date
- 2014-08-20
- Comments
-
I can hardly find anything positive to say about this service provider as of now.
Firstly let me mention the engineers, they're hardly competent at performing their installations job, we recently moved home and wanted the fastest package possible, sure we have that but at the expense of half-trained engineers. They proceeded to go forward with the installation without any regard for the previous installed line, absolutely no testing was done whatsoever.
We called them on this regard several times, once in a friendly manner explaining the issue. I was informed that they would be running tests and would get back to us shortly, being a patient person I waited 2 days (no call came through), after those 2 days we contacted them again, this time we got through and managed to get information regarding the issue.
We got informed they would be sending an engineer out by Tuesday, sure Tuesday came, no engineer came. We contacted them, yet again, we were informed that no engineers were active that day. Surely common sense tells us that they should've checked the schedule in the first place. Evidently not. (An engineer will be sent out Thursday - So they say). The entirety of this issue could have been avoided if they tested the line in the first place. Just to add even more annoyance they send the bill. I'm adamant on refusing to pay this until I've actually had some service worth paying for.
Had I known that the service provider was this poor in my area I would've avoided them entirely
I will be more inclined on writing a far more friendly and accurate review once I've actually experienced some services.
(Sorry to those of you reading this review - I know it is rather long and detailed)
- Location
-
- Location
- Cotswolds
- Reviewing
- BT
- Date
- 2018-04-08
- Comments
-
WHAT AN APPALLING COMPANY!!
Their service is atrocious. When they started BT Sport they promised it would be free for customers so we signed up only for them to start charging us. when you call up to chat to them you get a rude someone who talks down to you and refuses to even listen to you just reading from a script.
The broadband cut out ALL the time
Third party engineers they sent out to fix problems would tell us how Mickey Mouse the wiring is and how we get any broadband service is a miracle
AND yet they feel they have the right to shout at us - the customer, surely the ones that keep them in business???
Please can we do something about these awful companies that take all our money for the worst service ever!!!
I will not use BT which means I cannot have BT sport. Thank god Channel 5 have stepped to cover the MotoGP
- 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.