3,590 Customer Reviews over 90 pages
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- Location
- dorset
- Reviewing
- BT
- Date
- 2018-04-16
- Comments
-
absolutely disgusting customer service, taking over a month to speak to appropriate people within organisation due to poor service in the first place. Get the feeling they are taking customers for granted!
- Location
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- Location
- Aberdeen
- Reviewing
- BT
- Date
- 2019-06-28
- Comments
-
Do NOT use BT, there inability to conduct a home move order and successfully complete is astonishing! An active line that gave previous tenants internet and phone at fibre speed seems impossible for BT to takeover? They promised a new line at no cost then cancelled that order too, I’ve been over a month waiting and 8 cancellations. They promise to call you back but not once have I had a callback I have always had to call them. The latest call took over an hour with no change on the order.
I would highly recommend you look elsewhere, the perceived reliability of BT is unfounded and it is not worth your time and effort. Pay more for someone else if you must, just don’t trust them with anything.
- Location
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- Location
- Bridgend
- Reviewing
- BT
- Date
- 2012-08-23
- Comments
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Worst days work I ever did going back to BT. 60% slower than they promised constant loss of connection, don`t call you back when they say they will, and waited in for 5hrs for an engineer that never turned up. An absolute shambles, come back Sky all is forgiven!!
- Location
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- Location
- Glasgow
- Reviewing
- BT
- Date
- 2018-07-01
- Comments
-
Save Yourself!
These guys are unbelievable. How many BT employees does it take to install copper broadband to an existing line? 18 approximately. A total of 3 months only to find that the fibre I had been offered isn't available (although BT's systems say it is) so order cancelled and standard broadband offered, fibre offered a second time and again cancelled. Finally have standard broadband after hours on the phone to them. Was told several times to expect a call back the next day...never happened. Absolute worst service ever! Run away!!!
- Location
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- Location
- Raymonds Hill (near Axminster)
- Reviewing
- BT
- Date
- 2012-09-08
- Comments
-
Broadband speed from the Axminster BT Exchange is ABSOLUTELY APPALLING!! I'd happily pay more for a faster broadband.
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2018-06-21
- Comments
-
Broadband: Over the course of 12 months with BT Broadband we had outages roughly once per month. Additionally, every weekend at some point as well as random other times the service would drop to a very low download speed (1-2mbps). So, it failed to meet speed and reliability expectations/promises.
Customer Service: When switching providers we wanted a slightly earlier date than the end of 12 months (already paid the full 12) because it was easier for us. BT informed us we'd be charged an extra £63.40 even though we paid for 12 months. When I called to try and sort this out I spoke with two people who both told me they weren't actually sure what the final bill would look like and couldn't tell me if there'd be more or less charges until the account was closed. So literally I could be charged £0 or I could be charged an unknown amount and I won't know until I have no way to change that. Terrible customer service. Go with Sky, or honestly anyone other than BT.
- Location
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- Location
- Formby
- Reviewing
- BT
- Date
- 2018-07-01
- Comments
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Took out 18 month contract , broadband and phone , this included a reward card which I was told would be sent to me , nothing arrived I forgot about the card but had occasion to contact BT about a price increase this was also a surprise as I was also told that the price was fixed for the duration of the contract , not so said B T we reserve the right to increase your fees when we see fit . They also told me that as it was almost six months since I joined them the reward card was now out of time and they would not be sending one also I should have read the terms of the contract , this I'd probably right , but as I was told in the first instance that this would be forwarded to me I took it at face value . I asked for someone from that department to contact me but they totally ignored my request . This has left me with the impression that they do not value individual customers in the slightest , I do not think my association with B T will be permanent one.
- Location
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- Location
- Manchster
- Reviewing
- BT
- Date
- 2017-10-11
- Comments
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Please avoid this vile company like the playground.criminals in suits comes to mind. My bill doubled over the last two years,when confronted they came back with a cock and bull story.The TV package broke after a few month I never used it,never use the landline,and the broadband was average.you just get put through to a call center and my god can those people lie.shame on you BT for misleading the public and robbing them of their hard earned cash.Total disgrace the of you.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2018-08-31
- Comments
-
First the positive- The broadband speed was fine and the service was reliable about 95% of the time.
And that is the only good thing I can say. the customer service is APPALLING. I have wasted hours of my life trying to get seemingly simple things sorted out. Firstly they changed the installation dates 3 times, the final time without telling me leading to costs being incurred through the previous provider (they changed it 3 days early, leading to a penalty fine from the previous provider for still being in contract). Then they didn't transfer my number. And told me they couldn't because. [insert whichever lie they decided to tell that day]. Seriously, no 2 people ever gave me the same answer as to why I had lost my phone number. Including one person who said it was impossible to even have the number! A surprise to us, as it had been our number for 3 years.... After 3 months of complaining they gave me £20 in compensation!! Then it took 9months for them to give me the award card I was owed. Because their system was wrong. You have no idea how frustrating it is being told you're wrong, when you have an email FROM BT telling me I was in fact correct. The final straw was when they raised the prices. this gave me a way to get out of my contract without a penalty and STILL they are screwing me around.
Nothing is ever easy. Everytime I contacted them I had to speak to multiple people, who would all open new complaints rather than deal with the one already open. Or insist on closing a complaint that wasn't fixed. With a few exceptions the support staff I dealt with were rude, at best incompetent and on more than one occasion lied to me.
AVOID BT AT ALL COSTS. If you have no problems you will probably be OK, but even minor problems will probably take weeks if not months to sort out.
- Location
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- Location
- kings lynn
- Reviewing
- BT
- Date
- 2016-08-27
- Comments
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the engineers have been here so often now we are on first name terms and have made up a bed in the spare room. They blame anything and everything, fix the problem, assure us all is OK, then 7 days after they leave, no broadband, t.v. service drops out, slow download speeds, same old, same old. The service is nothing like advertised and trying to get them to get an engineer out is like trying to find Lord Lucan!! Why do they promise what they know they can`t deliver?? Years ago we thought of car salesmen as the archetypical conman, it`s now BT sales and after sales service teams....problem is it seems, all other suppliers are just as bad!!
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2015-08-22
- Comments
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APPAULING CUSTOMER SERVICE DO NOT USE BT!!!!! Problems with billing going on for months, my quarterly bill should be around £180 (Phone & Broadband), I received one for over £800!!! months later and over 30 (yes thirty) calls to, so called, customer service still not sorted. This is the worst experience I have EVER had of customer service, they clearly don't care and/or are completely incompetent. I regret moving to BT and will be leaving as soon as I can. Written complaint to BT and OFCOM sent. My advice AVOID at all costs!!!
- Location
-
- Location
- Reviewing
- BT
- Date
- 2015-12-12
- Comments
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Couldn't be unhappier with BT. The speed is okay AT BEST but what we have cuts out every few minutes. Trying to go on phone apps is just impossible if they require an internet connection and online gaming is a thing of the past. If I could reliability an honest rating I'd go with -5 stars. I will be switching to any other service as soon as possible. I highly recommend someone else.
- Location
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- Location
- KETTERING
- Reviewing
- BT
- Date
- 2021-03-31
- Comments
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Shocking Service as usual from BT. Ordered broadband fibre in December - Installation to the street was completed but due to Covid could not install in the house - and quite right too I would say, BUT advised of an appointment at the end of March to complete the installation, text to confirm the times - but no one pitched up for the appointment. 30 min on hold to find out whats up, but I get told by the operator to hold while she checks. The call is cut off, no return call, no news. SO I call back - I need to set up a new appointment online - Okay I do so. Next appointment - guess what no one turns up, no news. What a joke - unprofessional and absolutely useless as a company.
- Location
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- Location
- BIRMINGHAM
- Reviewing
- BT
- Date
- 2018-07-18
- Comments
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if it works the speed is in line with other providers but it only works 50% of the time
- Location
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- Location
- Chelmsford
- Reviewing
- BT
- Date
- 2016-12-11
- Comments
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The worst broadband I have ever had. Go with fuel, plusnet, any of the others...half the price and the performance is far superior!
- Location
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- Location
- Burgess Hill
- Reviewing
- BT
- Date
- 2018-09-29
- Comments
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There is a lack of communication between BT and me. My broadband package expired this September, but BT doesn't contact me to inform this and charged £20 extra this month. It was ridiculous to pay £63.49 to pay for the broadband package?!
I complained about this issue over the phone, one staff advised me to continue working with BT and was able to offer me £36.99 for the broadband and line. I ended the call as I wanted to have a conversation with my partners but was not told the price would be different next time! I called in twice afterward and was offered £37.99 and £39.99. Everytime I called in and ended up with disppointment and the problem couldn't be solved at all. I am so disppointent with the service and price offered. It is defiitely a wrong choice to work with BT and it lets me down all the time!!! Never come back again!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2017-05-24
- Comments
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I hate the fact that you enter into a 12 month contract with them at a fixed price and they unilaterally decide to increase your bills by 10%. Because you are in a contract with them there is nothing you can do to get out of it other than paying the excessive early cancellation penalties. I can't even cancel after 12 months as they say you need to give them 30 days notice but that if you give it to them before the end of your contract they count this as your cancellation date and charge you for the equipment under early cancellation effectively holding you hostage. Bunch of thieves!
- Location
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- Location
- Lanark
- Reviewing
- BT
- Date
- 2022-04-26
- Comments
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Now 4 weeks with no landline and poor broadband. Passed from department to department. Have to explain issues over and over again. Engineers did not fix issues. They do not honor arranged call backs and pass the buck. A total of almost 15hours of my time trying to resolve this with so far no joy.
- Location
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- Location
- wirral
- Reviewing
- BT
- Date
- 2024-03-23
- Comments
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Worst customer service i've experienced in a long time. Even since we left them they keep messing things up, requiring we send out kit back and sending the return back to the wrong address. Much more expensive than the competition too, especially once your initial contract ends.
- Location
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- Location
- London SW9
- Reviewing
- BT
- Date
- 2021-01-23
- Comments
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business broadband is absolute crap. There has been no full week of optimal performance, either constant dropped connections or just download speed below an acceptable level.
BT is absolute crap for the level of national infrastructure they have unfettered access to.
I will not recommend the business plan to anyone nor the regular plan as I've used both.
Customer service is good as there the poor guys always try to help but from a LEAN perspective, organizations that invest so much in customer service to deal with errors have done a very bad job in giving a good service.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2018-09-16
- Comments
-
Switched from another company to BT and had a horrible experience. Their TV service is different from their competitors (Virgin and SKY) meaning I had to rewire all the aerial/antenna system. Also, you need the tv box to be connected to the router, which is not so obvious. I have my router net to my computer for work reasons, and I cannot have my computer next to my phone line and TV at the same time. SO I had to turn my house upside down just to get the cable connected in the right place.
The installation engineer came and did not even open the router, he said I could do it myself.
Total madness
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-10-30
- Comments
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If I can give you one advice, please do not sign up to BT. I'm on their ADSL service, having transferred from Sky due to a new customer incentive and in hindsight one of the worst decisions I have made to-date and will be switching back to Sky the moment my contract expires later this year.
The service is unreliable in that I constantly suffer drop-outs, which is one thing, however their customer service team based in India is absolutely shambolic. Totally embarrassing and so painful to go through. If you value your time and sanity I would suggest never giving these guys a go. I did hear similar reviews prior to switching over and wished I had heeded the warnings. I have never left a review before, but the service has been so poor I felt compelled to let others know. You have been warned.
- Location
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- Location
- Kent
- Reviewing
- BT
- Date
- 2017-11-27
- Comments
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I have a BT contract that runs until January 2018 for which my partner and I pay by DD monthly. Having just moved house we decided to go with a more competitive supplier but accepted we would have to pay up our contract for the 12 months. BT quite rightly have charged us for the final month of our contract but what I find astonishing and quite frankly disgusting is they have further charged me £65 for outstanding equipment! I have offered to return the equipment but the rather abrupt lady stated that could not use it again so I questioned why we were being charged £65 when we were in fact paying up for the 12 month contract to which she replied it was because we left early! I find it absolutely disgusting that we are being charged twice especially when they don’t want the equipment back! I would not recommend BT after this and I certainly will never use them again.
- Location
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- Location
- Faringdon
- Reviewing
- BT
- Date
- 2015-04-25
- Comments
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Infinity was all easy enough to understand and set up but proved to drop out more frequently than the old BT router. I decided I wanted to switch back to it but two emails sent within the allowable cancellation time went unanswered and unacknowledged. Left me feeling frustrated and annoyed. Not sure yet where I'm going with it. Naturally one can't extrapolate from my experience to generalise about the service but I hope it will make some thinking of going for Infinity learn more about it than I did, before jumping.
P.s. Ironically the 'webpage wasn't available' when I tried to submit this review!
- Location
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- Location
- Old Colwyn
- Reviewing
- BT
- Date
- 2018-03-09
- Comments
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I was recommended BT after ringing a company that would stop my contract with Virgin Media and set up a new contract with BT in my new area (VM doesn’t provide its services in Old Colwyn otherwise I’d have stayed with them) and I have never been so disappointment in my 5 years of living alone. I got told that my tv box and internet hub would be delivered on the 08/01/2018 which it was. And the engineer would be coming out on the morning of 09/01/2018 to install and set everything up for us. On the 09/01/2018 everything was also meant to go live(which it didn’t!!). No engineer turned up but when I opened the boxes, I found instructions that I was to set it all up myself. So I did and nothing. Rang BT to be spoken to like dirt and laughed at because I wasn’t sure if I had done it right. The woman hung up on me so my husband called back the next day as nothin was working still. The kind gentleman apologised and told us that he couldn’t get an engineer out until the following week. Following Tuesday, a young man came out and set it all up for me and left without seeing if it was working(which it was not) so another phone call to BT and they wanted me to wait a further two weeks for another engineer. I told them that was fine but I wasn’t paying for my services for the time I didn’t have them. The guy started shouting at me down the phone and hung up on me, AGAIN!! Two weeks & several phone calls later, someone came out to my house and told me that the box didn’t work and he get them to send out another. 10 days later that turned up and I still wasn’t receiving the services. By this time I’d lost count of how many hours myself and my husband had spent on the phone to BT and they agreed to take money off my bill. SIX POUND was all they could take off my bill when 5/6 weeks into having the contract I had no services. I fought until I was blue in the face and eventually they let the bill go. I told them I wanted to leave BT & they told me it was £700 to cancel with them bc I was past the time line. BY ONE DAY!! They are bullies and their customer service is disgusting. Eventually they agreed I could come out of the contract after I threatened to take them to trading standards!! AVOID JOINING BT AT ALL COSTS. I’ve had to keep my internet contract with BT and I don’t haven’t had a problem since I was guided over the phone how to fix this. But I still wouldn’t recommend.
- Location
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- Location
- Bolton
- Reviewing
- BT
- Date
- 2016-09-10
- Comments
-
My daughter and I were both with BT for three years. Very expensive and customer service useless. When my daughter changed to Virgin they charged her $31 for disconnection. As a result I left BT as well, never to return.
- Location
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- Location
- Bracknell
- Reviewing
- BT
- Date
- 2023-09-05
- Comments
-
Frustrating experience with BT broadband service sales team.
I've been trying to get the broadband service installed for the past 8 months, but it's been a constant struggle. The sales team keeps placing new orders and then cancelling them without any notification. To make matters worse, they even hang up on me during calls. This whole ordeal has seriously impacted my ability to work from my office effectively. The lack of communication and professionalism is extremely frustrating.
- Location
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- Location
- Mid Wales
- Reviewing
- BT
- Date
- 2017-03-12
- Comments
-
£40 a month for top speed of 0.2 m think I'll go back to sending letters as Royal mail is quicker than my broadband.
- Location
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- Location
- Bournemouth
- Reviewing
- BT
- Date
- 2018-06-26
- Comments
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I'd avoid. High prices. Often have to reboot the hub to get decent speed. Engineers haven't shown up. Bad call centre experiences. Countless in-contract price rises - I'm sure all legal but really BT, aren't we already paying enough?! It makes me feel sick having to stay with BT due to family pressures for a minor sport that sold out to BT. More price rises announced today :(
- Location
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- Location
- Ilkley
- Reviewing
- BT
- Date
- 2020-10-07
- Comments
-
Drops in speed all the time. Zoom calls cut off regularly. In these times of home working we need a more reliable service. When my contract tie in ended they quickly bumped me up to £40 month even though the same package for new subscribers is £26. We are living in tough economic times but BT will still happily rip you off.
- Location
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- Location
- Nottingham
- Reviewing
- BT
- Date
- 2014-08-21
- Comments
-
BT are the worst company I have dealt with for customer service. Many calls are dealt with off shore (and the line isn't very good - irony anyone?). It took over one month to connect my phone line and two months for broadband. The advisors are generally hopeless, lie and fail to get the problem solved. I curently have a broadband fault open. This should have been fixed by now but, having just phoned BT, they have failed to raise the fault correctly (what ever that means).
BT used to be a monopoly and they deal with customers like they still are. I will never be a BT customer again.
- Location
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- Location
- Uk
- Reviewing
- BT
- Date
- 2018-10-18
- Comments
-
Ridiculous customer service, any given time of the day, any given time of the year. Their broadband diconnects pretty much regularly without any mistakes from our side and when a customer service representative is being asked about any failures they ask “how are we to know what’s going on?”
Their internet is good enough, speed and reach wise but it’s just not worth it. For all the hassle you get more hassle. Main issue is the customer service. Clearly a company that’s only looking to make a quick pound.
- Location
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- Location
- edinburgh
- Reviewing
- BT
- Date
- 2016-03-02
- Comments
-
i have to type twice this review bacon BT wifi sucks! We have to wait for a MONTH to get a modem. A MONTH! everytime when we called the customer service,we have to wait for 30min-1hr to get through the operator, to find out that our home address is wrong. even when we changed the address, the MODEM never came. we have to call the customer service for 10x and wait for a month before FINALLY getting our modem. we use BThub5 infinity, but the line is always disconnected, and sometimes it is so slow. WELL DONE BT!
- Location
-
- Location
- Manchesyer
- Reviewing
- BT
- Date
- 2022-01-29
- Comments
-
Had BT for over a year not many issues 50mbps was abit slow so tried going for 100mbps and upgrade contract as contract ended… rang them up to upgrade quoted 34.99 for 100mbps where sky, plus net are offering around £30-32 same speed just asked if they can match the price saves me headche cancellation & new order over £3 …guess what he said to me BT is a mutli billion pound company not market
- Location
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- Location
- Leicester
- Reviewing
- BT
- Date
- 2017-02-22
- Comments
-
BT are absolute trash, toilet paper, clowns, rubbish and thieves! Constant price hikes, poor customer service, (no disrespect to the asians as it is not their fault english is not their first language). Connection speed is good cant complain between 50-65mb on an estimated upto 75 mb package.
I was originally paying £45 per month for a 12 month contract, which went up to £55 within the 12 month period. After the 12 month contract period I as vex and wanted to go with someone else, yet BT convinced me to stay as they would reduce my bill to £33 if i took on another 12 month contract. This I did but guess what? Yep within just 2 short months price went up to £42, then £44 to now it £55. STAY WAY CLEAR OF BT you have been warned.
- Location
-
- Location
- Brownhills
- Reviewing
- BT
- Date
- 2020-12-21
- Comments
-
I've had BT now for nearly 6 months, in this time I'm now on my second hub.i cannot get wireless at the rear of the house and my pc is 6ft away and cant connect to the hub ffs. I had better connection with sky who use BTs lines.... go figure. I cant wait for Virgin to come into the street.
- Location
-
- Location
- portsmouth
- Reviewing
- BT
- Date
- 2018-05-15
- Comments
-
quite bad because the wifi always cuts out and starts flashing yellow and takes like an hour or longer to start again and for the light to turn blue but most of the time its good internet and speed
-grace
- 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
- oldham
- Reviewing
- BT
- Date
- 2015-12-30
- Comments
-
As a rule I don't use the internet alot. But when I do I am most disappointed with the speed. I upgraded 2 years ago to fibre and have not seen any great change.
Just this month I bought a TV box for films, these are downloaded off the nett which has pushed my use up. I have now realised I only get 40Mb, so anything over is chargable. I read my average use has previously been 14Mb. So a little disappointed and looking to improve my allowance and service.
- Location
-
- Location
- St Clears
- Reviewing
- BT
- Date
- 2020-07-24
- Comments
-
Un reliable broadband service which can only be guaranteed if you pay the extra cost of having a 4g router as a back up when the broadband fails. Usually 3 or 4 calls to 151 to get an engineer to your home who leaves saying there is no fault at the premises and has to investigate at exchange. Not happy with a service that costs a considerable amount more than competitors. I thought by using BT I would get a premium service as they owned the copper and fibre cabling as well as local exchange premises and hardware. Not recommended by me, as an experienced BT customer.
- 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.