3,590 Customer Reviews over 90 pages
-
- Location
- Tarbert, Argyll
- Reviewing
- BT
- Date
- 2015-08-27
- Comments
-
Speed is middle of the road, customer service is the worst. The whole process is actually abusive. From the long wait with the phone ringing the whole time (music anyone), to asking the same questions repeatedly, to intentionally obfuscating the situation, to an obvious goal of getting you off the phone vs. solving the problem and ultimately succeeding because there is no alternative and no quality control. The worst of the worst in terms of customer service. average to poo in terms of quality of product.
- Location
-
- Location
- Altrincham
- Reviewing
- BT
- Date
- 2018-06-04
- Comments
-
We moved into a new address and services were scheduled to start 24/5/18 but actually started 4/6/18 because BT did not swop the line over to our name.No TV,phone broadband etc unable to use laptop or printer etc only irritating texts asking if we were happy wit our new service.Phone caller from BT addressed me by my first name which I don’t like and at age 66 find patronising.Avoid BT
- Location
-
- Location
- Altrincham
- Reviewing
- BT
- Date
- 2018-06-04
- Comments
-
We moved into a new address and services were scheduled to start 24/5/18 but actually started 4/6/18 because BT did not swop the line over to our name.No TV,phone broadband etc unable to use laptop or printer etc only irritating texts asking if we were happy wit our new service.Phone caller from BT addressed me by my first name which I don’t like and at age 66 find patronising.Avoid BT
- Location
-
- Location
- Reviewing
- BT
- Date
- 2018-09-07
- Comments
-
Constantly broke down and ran at speeds far below what we paid for. Customer service is awkward and clunky. At one point we had an engineer in to fix the box which he said there'd be no charge for. Then, three full months later, he apparently has decided there is a charge, resulting in our final bill being inexplicably almost to £200 instead of the £60 it should have been.
Avoid if you're a student or, for any other reason, have a fragile bank account. The amount of times we've been hit by seemingly random and unexpected charges under these guys is frankly an absolute joke.
- Location
-
- Location
- SW London
- Reviewing
- BT
- Date
- 2015-10-02
- Comments
-
My bt broadband has been so entirely unreliable that I cancelled it in favour of Virgin connection in mid October. About fifteen days into my September bt monthly allowance I had received a message to say that I had used 80% of that allowance. Broadband was unavailable for hours and sometimes days at a time. The following day I received another message to say that I had used 100% of my September allowance. Today I received an email to say that I had used 60% of my September allowance. I should say I only use broadband for emails, occasional banking and looking up facts on the internet. About fifteen minutes a day - nothing at all for the long, long periods when the middle light on the router is flashing.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2017-02-18
- Comments
-
Just cancelled my broadband and found that I have to pay £31 disconnection fee, disgusting. BT never mentioned this fee when I moved to then. I am sure they never mention this as customers will be put away. It is a disgrace to charge something like this at the end of the contract.Shame on them.Will never use them again.
- Location
-
- Location
- Bury
- Reviewing
- BT
- Date
- 2017-05-02
- Comments
-
Terrible from start to finish. We switched from Sky which was a huge mistake.
They did not keep several promises about our start date meaning no internet for weeks.
They stopped my service after 2 months, I called them and was told I had cancelled it (I hadn't). I then had to restart my contract from month 1 and my price immediately went up, I complained and got £10 back (it took several phone calls explaining the same thing to different people).
The Internet has cut out several times over the year for several hours, I never called BT to complain as the customer services are terrible having to tell three people your problem.
Finally ended the contract this week, was happy to pay up a penalty fee to leave as I was so fed up with them as they put our prices up massively meaning Sky is far cheaper again.
Please avoid using BT..I don't usually moan either!
- Location
-
- Location
- Kent
- Reviewing
- BT
- Date
- 2018-08-11
- Comments
-
Absolutely disgusting. I was having connection and speed issues with my old provider "NOW TV", and was promised the world if i moved to BT. What i signed up for was BT infinity with all calls just as NOW TV at supposedly £38.00 per month. What i got was a huge bill in the first month for calls made to Poland which they failed to include in my mi-sold package. The usual messing around online and on the phone persued, and they then had to increased my package price to £45.00 (naughty naughty), to include the international calls which NOW TV actually provided for £38.00 and which i was promised. Another week or two and i receive a letter in the post informing me of another price increase of up to around £50.00 per month to keep my package. Again i complained and was told i could have my package frozen at £45.00 if i renewed my contract (naughty naughty). After a long discussion with an adviser i was told that i was also actually paying for sport channels which i never asked for. I took his advice and had the package changed yet again, and was fairly happy with the service at £45.00 per month. Then my speed and connection problems came for another visit and i spent hours on the phone trying to sort it with another technical adviser. It was found to be a faulty router which i was promised was the best thing since sliced bread when they mis-sold me the original package. A new router was sent and we all had fun re-signing passwords once again. Then my next bill came in!!!! £61.19. I was by this time furious and sent some choice word emails and once again messed around on the phone and online. THREE times i was dis,connected from a live chat and nobody wanted to help. After blowing my fuse and making threats of desertion i was told sorry Mr Stephens but they have made a mistake with your call plan and have charged you for local and international calls. They had also messed up in both June and July and simply added the extra cost to your new bill, but here`s £7.00 back as a refund.."yeh right".. Absolutely disgusting. I have now cancelled my contract and moved on because of their persistent errors and incompetence. Now they call me and tell me i have to pay a fee of over £400 for leaving a mis-sold contract to early. "Bring it on BT". I am so looking forward to our day in court when your incompetence and persistent lies are made public.
- Location
-
- Location
- Nuneaton
- Reviewing
- BT
- Date
- 2017-05-07
- Comments
-
Internet iservice fine but it is ruined by the the rip off price increase, 2 months into my contract they put my bill up from £12 to £14.88, quite an increase! They said I could leave but they won't be refunding me my installation fee or fee I paid for the router. Companies should not be allowed to operate like this, it is a lose, lose situation for customers, I had already paid out over £200 upfront for line rental too. Did not expect this from such a big company especially 2 months after I join a contract. Go with a smaller company which has to treat it's customers properly
- Location
-
- Location
- Cupar
- Reviewing
- BT
- Date
- 2019-01-02
- Comments
-
My broadband speed is approx 1.5mbp, it’s terrrible the connection drops out and most of the time we can’t get online. We’re stuck with them for another 12 months, and it doesn’t look like anything is about to change. Wished I’d never signed up with BT as they aren’t interested in fixing this connection.
- Location
-
- Location
- london
- Reviewing
- BT
- Date
- 2016-06-11
- Comments
-
Son signed up to BT whilst I was away and they authorised payment! Came back from holiday and realised we have a new internet. Mis-sold product to low allowance mb so upgraded to infinity package. This made our contract expand meaning our cancellation date was set to a longer date. Poor customer service line, speaks general and defensive over their T&C's and do not value a customer realising they are leaving them and moving to their competitors. BT TV hardly works and always have to restart the modem and then they blame it on our area. I live in the heart of London, how is that possible? I do not live between mountains. Overall, will not recommend to ANYONE.
- Location
-
- Location
- Birmingham
- Reviewing
- BT
- Date
- 2017-10-26
- Comments
-
The worst company to deal with they have no customer service skills especially their " India team" and complaints department who call to discuss your complaint but do not wish to listen to what you have to say spoke to a gentleman called Mike on the 26th 0f October who was worse than the other rude people I had spoken too and he claimed to be from the complaints department. It's a shame I have only just renewed my contract I have to put up with this for another year. Cash permitting I will pay it off early and get someone else to provide services.
- Location
-
- Location
- Ahoghill, County Antrim, Northern Ireland
- Reviewing
- BT
- Date
- 2016-02-02
- Comments
-
At first quite good speeds and reliability though expensive. Then over the years the connections began to drop now and then. I never complained as I thought they're the best out here. Then today total failure. I completed their diagnostic tests countless times with no joy. Tried to phone their service status helpline about 7 times but only managed to get an automated message twice which informed me everything was grand where I lived despite the message being over 2 hours old. I was then told to phone their helpline however it was constantly engaged throughout the afternoon.
Finally after 3.5 hours when I had just managed to get an answer on their helpline the broadband worked with no explanation. Never actually spoke to an engineer just heard another automated message saying we are having problems and for me to leave my name and number for a customer survey!
I did then get a phone call back from BT on my number asking who I was! They then said oh we are having problems ourselves and so I cannot help you.
Brilliant. I just hung up. Useless company.
- Location
-
- Location
- Inverness-shire
- Reviewing
- BT
- Date
- 2017-05-07
- Comments
-
BT has improved over the past year. The speed has gone up from 0.5 mbps to about 5 mbps. Speaking to their call centre has greatly improved as they have moved from Mumbai to the UK and the operators are much more helpful. But they have made us pay for it. We now pay 4 times as much as last year for still very slow speed.
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2018-12-18
- Comments
-
Several weeks ago I reported problems with my router, far from the three days as promised on the adverts, I am still waiting. Every time I speak to BT customer service they assure me that they have placed an order for one to be sent, each time I check my order History and nothing has been sent. My complaint has been escalated to the highest level and was given final assurances that my new router has been sent, but the same thing has happened again. Please avoid BT at all costs.
- Location
-
- Location
- Warwickshire
- Reviewing
- BT
- Date
- 2017-08-18
- Comments
-
I have the miss fortune to have changed my broadband supplier from Sky to BT...! I now wish I'd just signed up again with Sky.. but the fancy adverts and promises of fast speed lulled me into making the decision to swap provider. Since changing we have had numerous issues just getting the service up and running... and now the service is so intermittent many of the services I intended to use are redundant... Its the last time I'll select BT for anything and will change to another provider as soon as I can build the strength to go through another router/modem change!
- Location
-
- Location
- Sevenoaks
- Reviewing
- BT
- Date
- 2014-09-04
- Comments
-
If you are in the midst of deciding on your provider, DO NOT USE BT. BT for start is so unreliable, one minute the internet could be working and a reasonable speed then within the hour, it is taking ten minutes to load a youtube video; honestly 3G in my house is sometimes faster!! To try and find positives in BT's customer service is like trying to sugarcoat a turd. WHAT CUSTOMER SERVICE?! BT will put you through to some random in India and keep you on hold for UP TO AN HOUR. If, by this time, you are not already annoyed, they will continue to aggravate you by "not being able to send out an engineer for a week" even though you were promised one two days ago, because "your call wasn't logged". Honestly BT is probably the most god awful server, they make their money through the calling charges you rack up when they place you on hold. So to conclude, DO NOT USE BT.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2015-05-05
- Comments
-
Changed from standard BT to "fast" Infinity a few months ago. Immediately slower, and in contrast to phone salesman's statement that the "deal" would cost the same, I got taken off a cheap evening rate to a cheap weekend rate only. Online support was friendly and helpful, but ultimately it made no difference to low speed despite two complaints. Line reliability seemed to fall slightly. Luckily, it doesn't affect me too badly, but it annoys visitors.
- Location
-
- Location
- dumfries
- Reviewing
- BT
- Date
- 2015-04-09
- Comments
-
I initially ordered on 23rd August 2014, received hub on 11th September.Told by email that I'd cancelled my order and needed to return the hub and that I'd placed a new order both on 13th September. Phoned customer services who struggled to understand, possibly due to language barrier, but was told to return the hub and would receive a new one, which was exactly the same as the old one. Next I received an email with a engineer time slot that was blank. Eventually broadband started on 1st october, 2 weeks after agreed start date, causing considerable inconvenience.
While broadband speed is good, the hub needs reset every 1-2 days.
Would not recommend, and will not be continuing contract.
- Location
-
- Location
- Sittingbourne
- Reviewing
- BT
- Date
- 2015-11-20
- Comments
-
Summary of my BT experience:
1. They cancelled the engineer without telling me so I am left waiting for him at home like a mug having taken a day off work for it.
2. They tried to deny that the engineer was booked in the first place then they denied it was a free offer on the 78MB/S fibre so they clearly don't know their online customer e-commerce experience.
3. I was passed between 4 different advisors 5 or 6 times each claiming I needed to speak to someone else before someone finally decided to take responsibility.
4. They offered a convoluted solution which involved me paying £130 for the engineer and then phoning them again to claim it should be free (unprofessional) wasting another day of my life and a potential dispute over the cost of the engineer.
5. The presale broadband estimated speed was D/L 60M/Bs it is 50MB/s (hugely off and misleading). 2nd day into bedding in (you're supposed to allow 3) but I highly doubt it will go anywhere near 60. THIS and the free engineer socket replacement was THE reason I chose BT.
My advice: Go with Sky if you possibly can over BT - their (BT) customer service is absolutely horrific and I hope I will never have to phone them again when the contract is up next year I will definitely be switching to someone else.
Detailed experience:
I wanted to go with Sky as I had heard only good things about their overall service and flexibility but apparently being the responsible suppliers they are, they did not have any more fibre deals available for my exchange as they keep the numbers reasonable to reduce the contention ratio and thereby provide a better service during peak times to the sum of their customers.
From the remaining suppliers I opted for BT despite the fact that I had received a number of warnings about BT broadband from friends and even my wife as well as reading reviews, but I never expected it to be this bad only two days into my service.
I ordered the service online on 06/11/2015 for my new home. This was for the 78/19MB/s fibre service including phone line. In the ordering process I was presented with an option to book an engineer at no extra cost (£50 for lesser deals) or self install the service. I chose for the engineer to come around because it included him/her replacing the phone socket to a more suitable location.
The phone line was activated on 09/11/2015
The fibre was activated on 18/11/2015
The engineer was booked for 20/11/2015
So here I am, taking a day off work, on the 20th sitting twiddling my thumbs waiting for the engineer to come. At around 1pm I got a little concerned and checked up on my order online and noted that the engineer appointment had magically disappeared. So I phoned BT and was fobbed off to one department after another and back again. They claimed that the engineer was not necessary but then I explained that it was part of the deal that I bought so eventually after an hour or more on the line, they offer to send an engineer but to charge me £130 for it!!!
They said that they will charge but then I phone them back and tell them that it was supposed to be free (not very professional at all) and to get the amount credited to my account. I asked them to send an email to confirm that the conversation but the advisor refused and said she would put a note on my account for when I called. I acquiesced to this and asked when the engineer would come and I was given a date of 1st of Dec which coupled with the ordeal of having to phone them again put me off completely and I told them to forget it and I would hire an engineer myself which I have done at a cost of £120.
- Location
-
- Location
- Ashford Kent
- Reviewing
- BT
- Date
- 2014-07-22
- Comments
-
When BTMail started, I lost all my email addresses on MacMail, I contacted BT on 3 occasions and spoke to BTIndia.on all 3 occasions it ended up after they had read thru their sheets with failure. I have paid my line rental for the year so would lose this if I try to move to another ISP.
I was told it was a problem for Apple which is rubbish and that I should pay £35 and talk to them. Lately I got Sky TV and although I have Infinity it still takes up to 20 minutes to download a one hour programme if you try to do it at 5pm
I am waiting to see what they do next. Maybe it will be someone in the UK!
- Location
-
- Location
- Leeds
- Reviewing
- BT
- Date
- 2017-01-10
- Comments
-
All I can say is this company is disgusting being a customer service manager myself I have never expirienced such a poor level of service, they accidentally cut me off for over a week when I work from home so I was at a loss of earnings I had the phone put down on me 8 times!! I had one person become abusive and two make false promises that weren't even noted on my account. I was then told I would have an amount credited to my account due to loosing my service and instead the debited the amount Aswell as also charging me £20 extra on my bill for services with no notification which they are required to do by law. Then I get the news they are charging me £32 on charges because my bill wasn't paid on time due to the fact I was waiting on a call been listened to that never actually got sent to be listened to them one lovely chap said we will send debt collectors. Now I'm taking them to court to recover the funds I lost in earnings Aswell as compensation we will see who has the last laugh.
- Location
-
- Location
- London, England
- Reviewing
- BT
- Date
- 2017-05-31
- Comments
-
We've been with BT for more than four years now, in the last year our broadband has started to simply stop working at random times. This is not convenient for me as I often have to conduct online meetings with overseas offices from home. It came to the point where I have now moved to EE. However, in the last month of their service, once I had informed them that I would not renew the contract, the broadband simply stopped working for good, with the hub constantly flashing orange. It seems as if BT cut my broadband off before the end of the contract because I had upset them. This means I have had to pay more than £50 for broadband that I didn't receive this month. Beware of BT they will not play by the rules.
- Location
-
- Location
- derbyshire
- Reviewing
- BT
- Date
- 2015-05-06
- Comments
-
i have been a bt custermer for 20 years and will never go back to them thay are very good at riping u off thay reduse your bill then next thing u no thay saying u not paying anough and u owe them £100 and u havent even used the phone all thay good for is riping u off
- Location
-
- Location
- Kingswood
- Reviewing
- BT
- Date
- 2019-11-25
- Comments
-
If you want to get internet from BT make sure you place your order at least 6 months in advance. Last time i believed 3 and a half months just happened by mistake, but 6 years later it's the same. You just lose money taking days off work to receive a call before noon with "sorry, can't be done today. Have a nice day!". Well, i will sure have now, thank you
- Location
-
- Location
- West London
- Reviewing
- BT
- Date
- 2017-06-09
- Comments
-
In my view BT = Prepare-To-Lose-Your-Will-To-Live
Over the years I have had two experiences with BT as a new customer - both of them were ok (apart from the waiting time for the BT engineer). Once the service was up and running I had no reason to contact them.
The annoying part starts when you are moving houses – I am still in process of claiming back call charges for the previous property as BT did not disconnect the line on the date agreed. New tenant made international call which appeared on my bill and now it looks like I have to pay the bill and only after the bill is paid, make another contact with BT to claim it back.
Another issue was when they promised me new BT hub, at first attempt they sent me some sort of plastic connector instead; on second attempt they sent BT hub to an old address; third time after I realised their mistake with the address, they cancelled the previous order and made a new one…..it turned out it was going to go to my old address as well. A fourth time I have lost it, and by the time I called them the hub was already despatched and it was too late to cancel it. During that call an advisor tried to talk me out of reordering hub 6 (the new one) as apparently there is not much difference to hub 5, oh! and that if I was going to go ahead with hub 6 I would have to pay for it. I have informed the person that the hub 6 was offered to me and I never asked for it, but since it was offered to me I got used to an idea of having better hub. After that hub 6 was delivered to my correct address free of charge.
And 2 days after, we realised that BT Sport channels in HD do not work. Our subscription is in place but for some reason it is not being recognised, this happened after house move. So I started a chat with a person, they called me on my phone instead, transferred the call to another adviser who then transferred the call to another team (I think technical). It took 10min to talk to the first two people and I was on hold for the third transfer for almost 1.5h ….no one picked up and I have finally given up.
- Location
-
- Location
- swansea
- Reviewing
- BT
- Date
- 2015-11-06
- Comments
-
BT are useless, I have 40mb fibre optic which should be a good speed and I am receiving 2.1 mb, the customer service told me this was a good speed which is absolute nonsense
- Location
-
- Location
- Gayton, King's Lynn
- Reviewing
- BT
- Date
- 2016-08-25
- Comments
-
A much slower service than three years ago, but paying more. numerous calls go un-answered and problem ingnored. Very disappointing, but i'm just a small fish in a big pond
- 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
-
- Location
- London
- Reviewing
- BT
- Date
- 2016-02-12
- Comments
-
Very bad Packet Loss from BT. Would not recomment at all, try other ISPs always before BT. You will won't regret it.
- Location
-
- Location
- Ipswich
- Reviewing
- BT
- Date
- 2017-09-20
- Comments
-
Unbelievably arrogant. I had TV, phone, broadband and mobile service with this bunch of cowboys. I had an issue with mobile service, they refused to compromise so I have now cancelled everything - they have achieved a short term gain, but will now lose me as a customer forever.
- Location
-
- Location
- Burnley
- Reviewing
- BT
- Date
- 2017-10-04
- Comments
-
Would not pay BT customer service with washers they have NO COMMUNICATION AT ALL. We have been with them 15 weeks, without mobile service for 2 weeks as they cut my husband off for no reason, forgot to port our landline number from previous provider, we had 2 different temporary number am took 1 monTh to sort it out, not had a correct bill for 3 months STILL TRYING TO SORT IT OUT
- Location
-
- Location
- Manchester
- Reviewing
- BT
- Date
- 2018-11-13
- Comments
-
Multiple week delays on installation leaving me without internet for a period despite having left a generous overlap with my previous provider (Hyperoptic). Thankfully hyperoptic were able to extend my previous package without issue to cover this. My new BT internet cuts out on a regular basis. Speeds slower than previous provider. Signed up in April, 2 months later they raised my package price by 15%. Apparently I missed a letter and have now cannot dispute this. Customer service unhelpful, generally unable to answer simple questions. Very unimpressed, service with other providers has been far better.
- Location
-
- Location
- London Croydon
- Reviewing
- BT
- Date
- 2018-12-05
- Comments
-
If you plan switching to BT, beware they would cut your existing broadband service on Friday morning and leave you whole weekend and bank holiday without Internet connection - which has happened to me. And they won't give you any compensation either. What they boasted "Switching today, connected tomorrow" is totally ******** and lie. BE CAREFUL!!!
- Location
-
- Location
- Coventry
- Reviewing
- BT
- Date
- 2017-06-14
- Comments
-
Worst internet provider I've ever had. Internet constantly drops.
Had sky before, had problems with their internet. One complaint call and with the push of a button on their end ran smoothly for 5 years straight.
BT won't acknowledge issue or let me leave contract. They state that they can send engineer but if no fault will cost me. All that has changed in last 5 years before getting problems is a switch to BT. I just want to get rid of this awful service and go back to Sky.
- Location
-
- Location
- Brentor, Devon
- Reviewing
- BT
- Date
- 2015-03-01
- Comments
-
WiFi on Home Hub 3 stopped working and advice from Customer Services was to buy a new hub from another manufacturer since BT do not support WiFi and will not replace defective hub. Netgear Hub works perfectly, but after about a week speed dropped from 3MB to 2MB so suspect BT have reduced since I am no longer able to support FON users.
Dreadful customer support and will probably change in Jan 16 when contract expires.
- Location
-
- Location
- South London
- Reviewing
- BT
- Date
- 2017-04-10
- Comments
-
I Cannot believe how bad this company is. I came to this country not knwoing much about the competition but speaking to BT, they gave me all the possible good vibes about using them and i signed up with them. in my first year, I was horrified and terrified by the bills and their AWFUL AND DIABOLICAL customer service. every single call that I have made to this company was over an hour, wasting my time and at the end of the call, you feel brain dead because the customer service people twist their words and statements so much. I would recommend NOT TO USE THEM WHAT SO EVER. i can go ON AND ON about them but I can't be bothered to waste any more of my time and Google's space for reviews.
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2017-04-14
- Comments
-
I entered into an agreement with BT many,many years ago and the last time I looked (a couple of years ago) I was paying around 15-ish pounds plus line rental, so it was probably costing around £25 pm.
My loyalty has been rewarded by BT by unilaterally racking up my monthly charges up to £47.
For that I get 0.5mb (I did you not) download speeds, mediocre service, regular breakdowns and a number of 'services' I never use.
for £47 I can get broadband, a decent TV package, line rental, free SIM card and cash back so goodbye BT.
Congratulations- your subterfuge, greed and disingenuity has led me to cancel my agreement with BT and move to a competitor.
I do not expect the customer service will be any better, but at least I can either halve the charges or benefit from some major benefits such as, for example, a TV box and/or movie package.
- Location
-
- Location
- Garthorpe
- Reviewing
- BT
- Date
- 2010-06-09
- Comments
-
Been with them for three weeks and to say I'm disappointed is a understatement. Its like dial up very poor.
- Location
-
- Location
- WATTON
- Reviewing
- BT
- Date
- 2016-02-21
- Comments
-
Despite being informed by BT that we should be getting speeds up to at least 20mb/s, we are lucky to get 6 for downloads and 2 for uploads. No one seems that bothered when questioned about it but they still insist on charging for a service that isn't fit for purpose
- 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.