BT Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for BT.

Recent Customer Ratings for BT

  • Satisfaction
    2.9 stars
  • Customer Service
    2.9 stars
  • Speed
    2.7 stars
  • Reliability
    2.8 stars

Based on 16801 customer ratings since 2018-05-20 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

2811 Customer Reviews for BT

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Reviewer Location Reviewing Date Ratings
Haven’t even had broadband from them. Signed up over two weeks ago. Got told I would be connected and have internet by 12am on the 12/10 (over a week after I signed up). Engineer turned up and “sorted” everything. 13/10 and no internet. Get an email saying I’d have internet by 23/10. Both my partner and myself rely on the internet for work. I called them and the person I spoke to advised there was an issue with the exchange and said she has spoken to the engineer manager and manages to pull it forward to the 18/10. Got a text message 17/10 saying it would be the 23/10 again. Called and was advised they could not get an engineer out and I would have to wait for the original date. They will not compensate for the money my partner and I have lost in wages due to having no internet as we are not commercial customers. Called Virgin Media and they said they would send router out and would have internet in TWO DAYS. No engineer required. Never been more angry in my life.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Hampshire BT  
I've been with BT for as long I've had a phone/broadband, I've finally had enough and I'm switching to another company. The final straw was being charged £129 by BT for a visit by an engineer. The phone line was struck by lightning, the hub blew, and I had to replace the phone. The engineer knew that it was lightning to the line that had caused it, we discussed it at length, yet his report didn't mention a thing about it. Spoke to endless BT staff and have been told that it was our fault and we have to pay the charge. Countless times over the years the phone or internet have not been working, we've never once had a penny knocked off our bill. They once took 6 weeks to come out and look at the fault. I am tired of the call-centre staff being overseas, I'm tired of the endless options when phoning them - press 1 to speak to an idiot, press 2 to speak to a lesser idiot. I'm tired of their ineptitude, broken promises, and lack of customer service. They are too large and unwieldy, they don't care about individual customers, they have too much of a monopoly, particularly as they own Openreach. I hope that the company we are in the process of switching to will be a breath of fresh air - they already score points for staff being in the UK, being smaller and friendlier (we're moving to Zen, they have really good reviews). Between the phone, broadband, and BT Vision we spent on average £50 per month, may BT enjoy their pyrrhic victory, they made us pay the £129 charge but they have lost £600 a year in payments.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Ceredigion BT  
Poor service yet again from BT. I wonder whether any of their departments communicate.. I have TV broadband and phone with BT... I recently became eligible for Netflix free as part of my package.. Signed up for it... I enquired as to me having Netflix in the past and cancelling my subscription would be a problem as its the same email address I use now... I was told no problem... And yet on setting up my new box which took 25 minutes , only to discover Netflix not working... I then phoned BT only to spend a further forty minutes of my time talking to asia, only to then be told oh the department we need is closed ... I will have to call you tomorrow... Apparently I should of received an email from another department... Of course, standard with BT... Said email has not been sent... Every time I use BT for any sort of upgrade it is never straightforward or simple.. And always involves being pushed from pillar to post and taken forever to be resolved....I have come to accept that this poor service is just the norm from BT... And that yes of course most definitely means no not possible...i am infuriated by their incapapabilities
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
sittingbourne BT  
Absolute rubbish. Changed from talk talk to bt last year signed up for totally unlimited only to find it wasn't unlimited and I went over my usage and was charged. Changed my package to totally unlimited with unlimited everything at a cost of I think it was 40 quid only to find it increasing every month I have just paid 58 quid! Don't have a clue why it is going up every month cannot log into my account to see what is going on. Also was given a different phone number which I wasn't told about so couldn't understand why no one could get hold of us I had to ring my phone from my mobile to get the new number which I did not want. Rang BT numerously and eventually got my number back after about a month. Not happy will not be renewing my contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dorset BT  
Amongst others in our estate we are 200 yds from superfast broadband, yet cannot access it, and our own BT 'speed' averages 1/8 of what is promised and 1/3 of other providers. Service here is only marked a '2' as people on the phone are polite, but they reside in another country, have no accountability and basically the whole set up is a disgrace, as well as a joke given that our town is advertised as a shining exemplar. The truth is the service is highly patchy and I obviously reside in barren ground, so much so that my BT download was so slow last week that I had to get someone to physically post me a file on a disc. Welcome to the 21st century!!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Thurso BT  
Hands down the worst, most incompetent, slippery company I have ever had the misfortune to encounter. Useless. They don't do what they say they will do and then flat out lie to you when you try to resolve the issues. Not only are they charging me for services that are not working, they are charging me for calls from my land line phone which does not even exist. AVOID AT ALL COSTS!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East London BT  
Have a smart tv and firestick hopeless with my current broadband. Buffers all the time. Exchange is fibre enabled but they tell me I'm to far away a whole 500 yards!! and its a new build with brand new cables! Ridiculous.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Hatton BT  
BT wifi is simply not fit for purpose. We have had it for over a year and have invested in power boosters etc, and NOTHING has worked consistently. In desperation we even invested in the £10 per month tech support service - and all they tell us is that our house has walls.... and this is what is getting in the way - who knew???

Our wifi signal is erratic, slow and sometimes non existent - but the BT tech expert always told us - ' you are connected and the signal is strong' - that may be so in the modem - but around the house it fluctuates wildly throughout the day - much stronger in the morning but deteriorating in the afternoon and evening - I'd accept the 'walls' explanation if the signal was consistently useless - but it is not. BT are using ancient copper wire technology which too many users are having to access - we are returning to Virgin next week and cannot wait. BT should be ashamed of themselves and we should be given a refund. And their Tech support service should start telling the truth!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Muswell Hill, Lonndon BT  
SAVE YOUR MONEY--FOR A COMMUNICATIONS COMPANY THEY ARE A HUGE FRUSTRATING JOKE.
We have switched from SKY and their ever increasing costs and lack of loyalty to loyal customers, to BT INFINITY 2 home hub 5. Plus the TV package etc. In addition we requested a landline and Internet installation at our houseboat ( that's a whole other sorry tale)
The speeds are rubbish, the connection constantly drops out and streaming is useless.
According to BT there is no problem, and they have suggested lots of technical things WE could do to try to improve connection and speeds, as well as things like not having more than 1 device connected, moving the modem into the middle of the house, not trying to use the Internet whilst watching a film......I could go on but REALLY.
Our house isn't large,and there's only us 2 old codgers in it.We aren't technically knowledgeable nor are we engineers, so the technical suggestions they have made might as well have been in Chinese, all we want is to be able to switch on, watch to/ movies/sports and check e nails/ browse the web and download books and music, I don't believe any of these things place huge demand on the poor old broadband, but it seems they completely overtax it.
I have moved all electrical apparatus away although the tv is kind of integral to the package! I draw the line at knocking down walls, and majority of the time I'm sat no more than 10 feet from the router.
I had the installation done by their engineers, but despite this it's still rubbish.
Wish we could get Virgin in our area, but for now looks like I will have to go back to SKY and their slow expensive but reliable service. COUNTING THE DAYS tick tiock
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Cumbria BT  
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....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London BT  
Never had a problem with my package. Fast connection, reasonable price and they have given me amazing customer service every single time.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
South Lanarkshire. BT  
i have just recently joined bt the internet was ok for a while but i havent had the internet for 8 days now and i have sat in my house for 3 days waiting on an engineer coming out to sort it customer services booked my 3 appointments for 8 to 1 slots and not one engineer came and everytime i call them its the same **** all the time this is the a horrible company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
kilmarnock BT  
Please be careful to not be mislead by BT's awful advertisement. Unlimited wifi minutes is NOT unlimited internet. 5 days in and weve racked up a massive bill and apparently we are not new customers so we have the privelidge of upgrading to a 49.99 package - twice as much as what we paid with TalkTalk. 5 days in and already feel ripped off undervalued and trapped.. Just counting the days till we can leave .. 359 i look forward to it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
birmingham BT  
My internet drops out constantly, I never get to do anything for 20 minutes until the internet suddenly goes off and I have to restart my router. This is the worst!
No BT  
BT is the rubbish company running in Endlang, not organised, liars, they are ripping me off. Cancelling my line without my permission and information and cut my £604.00 from my account. They cancel my line because some stupid and idiot company called them and they happily agree without informing me,I will complain this matter to ofcom and I'll make sure I'll take them to court and will get my compensation for that.
My advice to everyone dont ever go with BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
harrow BT  
The most disgusting company in the world
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Longsight BT  
I moved from Virgin thankfully to BT (I used to call virgin and ask them for permission to use broadband it was so bad). BT performance has been on the button, no stupid capping, price is lower, I gave 5 to customer service, I have not used them at all in 11 months. so BT have a thumbs up from me, I gave virgin hell they were so bad !!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
stevenage BT  
BT is a totally unethical company. They hike the price and send a single email giving you 30 days and the email is not clear that the price is going up and you can cancel the contract without any penalties. You only find out once the direct debit goes through showing the higher price. Price hike is more that 15%. I will not be using BT ever again once my contract runs out early next year. When I extended my contact last December it said renew and your price will not increase, be careful as this is not true because any "general" BT price hike can still be passed on to you, so not worth the paper it is written on. Do not trust BT at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
WALSALL BT  
for three years this scum bag of a company has taken our money and failed to provide a service! Complained many times always told it was our fault eventually got to an agent who realised it wasn't our fault (a big deal with bt) and arranged a call back! Well that never happened. I'll give them until tomorrow if they don't I'll be calling asking to speak to a manager and if they can't help I'll be going to ofcom. For three years we've had broadband that is slow, unreliable and always drops out (our previous supplier never had these issues!) bt are a disgrace avoid at all costs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Exmouth BT  
I am absolutely disgusted with the service we've had from BT, the lack of communication between its staff and the service itself! I asked for my account to be cancelled in January as i was moving and they are still charging me now despite me leaving the property and cancelling the line! I've just had to pay a £100 bill to close the account. I would not recommend BT to anyone for either its broadband service which took over 9 weeks for them to start or the customer service you get on the end of th phone! Absolutely terrible!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Waterlooville BT  
If I could give not stars to BT I would, joined them very recently as I was moving into a new house. The customer service is an absolute farce, it is outsourced to India, where most staff members seem to speak very little English, which therefore means it takes a very long time just to explain the simple reason you're calling. Second to this I've had the call staff outright lie to me, and also provide me with information that is completely incorrect, so much so I've told them that and they've still assured me it is correct. They told me the engineer didn't need access to the property, yet he did and I wasn't there. They then refused to tell me when I could reschedule the appointment to. They moved my broadband activation date by over two weeks, and neglected to tell me, which is an outrage as I need the internet to work. All in all I have been utterly flabbergasted by how much of a farce the customer service of BT is, and that they have the audacity to call themselves British Telecom. AVOID AT ALL COSTS.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
England BT  
SHOCKING service. Placed order, got told it will arrive June 8th. On the 8th I looked online to see my order had been canceled - normal or correspondence to say this. I call and they said "there is no fibre cable or infinity in your area". So i had to place another order for regular broadband. This arrives 10 days later - does not work. Call and they test line, they book an engineer. Engineer comes and says BT should have noticed there were two lines to this property, and haven't. I said I wanted infinity package but could as there was no fibre in the area - he took me outside to show me the fibre cable and my neighbour came out and I asked them what they had - Infinity BT package. Its not just that but the internet is rubbish. I use my neighbours SKY internet mosts nights as it is better and stronger - our houses aren't even attached. I made a complaint and had to follow up and chase it a million times. Each time I got someone new in another country who hadn't read my file and so on. I even at one point asked "can i have my account number as i have not received any paperwork", the woman said "yes if you give me your account number I can access your account and get you your information". Truly shocking service and contradicting all the time. When i complained and wanted to cancel,they were going to charge me for cancelling the service. Wont even get into the rest of it as there is a novel full of stuff that has happened last 8 weeks. I have been shocked and BT are certainly not the leaders in the market or if they are we should worry. I wish i had gone with SKY again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Morpeth BT  
If I could it would be -* as your service has been absolutely shocking.I have never seen such bad customer service.

Move house -you don’t move us to a new address you cancel our account !!!!!.Then for weeks and weeks you keep cancelling the new set up of a new account t so nothing happened.Following on from this win no internet we run out of internet(3/4G) on our mobiles so you give us extra,suspissedlt free of charge but you put it on our bill so my husband had to cancel the direct debit otherwise you would have taken this from us.All of a sudden after waiting for calls you call to chase money that WE DONT OWE YOU!!!!.Funny how you call when you want money but when we need help we can’t get hold of anyone.Everytime you call that so called Case Manager isnt in!!!!.

You are now not calling us back yet again to sort the rest of the money on the account although you are messaging us threatening to cut us off.

Now if that’s what you call customer service then you need to close as a business.You have caused us nothing but a nightmare for the last 8 + weeks and still the so called case manager isn’t calling my husband back.

Get your business sorted as intended years ago with its customer service and call people back to sort their accounts.

We have everything with you and so wish we didn’t.You are have broken your part of the contract for numerous months and still can’t sort.

Thanks for nothing BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester BT  
BT customers service is the worst I've ever received (and I've had some bad service). I wanted to change the contract we had into my name - everything else to remain the same and they wouldn't allow me to do so witho paying £50 connection fee even though they weren't connecting anything- nothing at all was changing. When I refused to do that and asked to cancel the contract they charged me £30+ to cancel- even though I was out of contract. Just plain scam artists, would never use again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Enfield BT  
Poor service, no respect for customer! When we changed to BT we explained that the line and broadband would b used for business and we need a guarantee of a reliable service. Today Ive been told that who ever set us up didn't put us on a business plan and that now we have to wait until Monday for a phone call (which I was promise to recurve today as the fault was reported yesterday) to let us know when problem will b sorted.

So if you are thinking of changing or getting BT (BT infinity) don't bother! Go with SKY.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton BT  
Thieves. The internet in my flat has not been working for a week now. Called them several times and they always say and do the same useless things. The usual switch off and on. They said that if I want to have an engineer coming to fix it I may get charged £120! It's your internet that is not working and I have to pay for it? It's a shame that there are no good broadband companies in the UK. Avoid
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Very bad and customer service don't know well their products. They give different information at every phone call. Website upgrades are not clear. Same bad as sky ..
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
London BT  
I would love to be able to comment on the speeds but nearly 4 months later I still don't have Bt Infinity... due to all the 'terrible weather' of late there has been many delays on pole work is all I seem to hear at the moment.There's delays and then there's outright neglect....4 months??? What other company could get away with this... oh and not a single mention of compensation for any of this, seems like they don't want to take any responsibility....Very fed up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
United Kingdom BT  
I just can say, that before BT we used to have talk talk. BT broadband is terrible in comparison. I can't see a video.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London BT  
What a useless company this is today received Email telling me my bill is going up by £4.65 or 11%. No explanation, nothing. When I try to log in to sort out using CORRECT details ,it says not recognised so cannot complain. So my bill goes up 10% with no comeback other that to leave...which is exactly what I will do. If you haven't joined BT please please don't. They are a bunch of cheats who despite billions of current year profits have increased current charges by 10% ..or higher. Disgraceful. Andrew Mitchell. CA89BA
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Carlisle BT  
PLEASE NOTE: Do not change your service to BT; they have provided the worst service I have received in 40 years of being a home owner.

The transfer from Sky to BT took much longer to achieve and was not conducted on the promised dates. My house was left with no landline for over a week; at that time I was working away from home and this caused stress and upset to my family and me.

BT have now increased their prices and I have missed the cut off date to cancel my contract and move back to Sky. This has resulted in a cancellation fee of £181.71.

Please choose another provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derbyshire BT  
I have no issues with my current BT set up it works fine. I am however changing my ISP because BT cannot solve issues(well my issue) without you having to to be called, or you call them, over 30 times and counting to fix something.

They lie

I have been told my issue is fixed 4 times. It has not been.

I have never spoken to the same person in customer non service team.

They lie.

They created a false account to supposedly fix my issue which they assured me would be deleted and then started to charge me for it. Oh! and they can't cancel it straight away for some unknown reason.

Some of there customer non service team are polite but most are rude and don't listen to you.

They call you back at the wrong times.

They cut you off.

They put you on hold for 10 minutes.

You try their live chat and they fix the problem. Yeah! Oh! maybe not. They lie to you saying your problem is fixed as it is still there the next day.

Have I mentioned that they lie.

They say your issue is now solved can we close the complaint. You say yes thanks for solving my problem. The next day the issue is still there. Never ever close a complaint until you are sure it is done otherwise you start all over again.

In the last couple of months I have spoken to BT more than my friends and family and my issue is not resolved.

If you enjoy pain in your life then sign up for BT broadband. If I could give 0 marks I would.

When my switch is complete I am going to smash all there equipment up and post it to them. Oh! and because it was a nightmare joining BT. I have 4 sets of stuff. They messed up my order so badly, they kept cancelling it and doing another order so I ended up with 4 sets!

BT are incompetent idiots.

I feel much better after that.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Northants BT  
i'd rather jump off a bridge to my death then commend someone to use BT or Plus net. honestly the worst internet provider to have ever lived. just bad. Connection completely stops working and disconnects you every min after peak hours. you guys are an actual joke.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london BT  
Very expensive
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Aberdeen BT  
honestly. if you want internet slower than 56k moden then join Bt, they are seriously bad. i have no idea how they have lasted this long. painfully slow internet, nonstop disconnecting.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london BT  
Absolutely useless. Added line entries without consent. Spent 30mins trying to get it cancelled. Told default was that it was added if they didn't hear from you. How can that be correct. In process of changing line rental and provider. Will not use BT again. EE just as bad now they have merged or whatever
  • Satisfaction
    1 star
  • Customer Service
    1 star
Folkestone BT  
Since being with BT my Download and upload speeds seem to have slowed down.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Reliability
    3 stars
Edwards BT  
We were forced to use BT since Virgin did not have any fibre close enough. At last they have recently dug up the roads and installed fibre so we can rid ourselves of the worst broadband supplier I've ever experienced, hands down.

Promised 27mbps and every night I get 1 to 5 only. Also very bad customer service who are untrained and know little more than to suggest "you reboot the router" they were rude enough to challenge my speed tests. I am a network engineer more qualified than any of their lost staff in the call centre who have no idea beyond the 'cheat sheet' they are using. My 5 yo could do a better job.

BT. I'm so happy to be rid of you at last!! Thanks Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Basingstoke BT  
Absolutely awful.

I switched from now tv and have been without broadband for 3 weeks and counting. I'm also having to phone daily to keep things moving.

I am extremely regretful of ever switching to BT. They have been the worst isp I've ever had the misfortune to use.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kinross BT  
BT, once a nationalised business, was privatised, sold its mobile business (surely the most stupid decision ever!) and has now made a bold leap into the world of glossy marketing and advertising, as well as a brave foray into the sports broadcasting arena. It has the underlying telecoms infrastructure, and is expanding the fibre broadband network, improving the speeds of many householders. All of the openreach engineers I have interacted with are helpful nice people, likewise the call operators.

Its customer services leave a great deal to be desired. When I say customer services, I am not referring to the individuals who are on the end of the phone (who are friendly and professional), but the underlying processes, and the design of their customer interface systems which are devious and designed to obfuscate.

BT is far too aggressive in its wish to sell sell, sell. I would happily jump ship to another supplier, if I could. Sadly I have 9 months left to go. BT's website is designed as a glossy magazine style space for selling BT's 'products' rather than a broadband and TV supplier website oriented towards the customer. It's single aim seems to be to sell more 'products' as it calls them. You cannot cancel a service, you enter into another 'product'. It's very odd, and smacks of contractual requirements from which it is hard to extricate oneself. Nothing can be cancelled online, you must call the BT call centres, usually busy, and often in India, where you will get conflicting advice from the customer advisors. For example. I was told that I would be eligible for a partial refund for my poor performing broadband - I was paying £45 a month, including £18 for a phone line which I don't use, for 17MB connection, when in fact I was getting 6MB. I thought it reasonable to ask for a partial refund, and I was told that would be acceptable, once the problem was fixed. I was later told that I would not get any refund for a service which was poorly performing, only when it was non-existent, and that it would be up to me to demonstrate that the service was poorly performing.

There is no doubt that the underlying tone of a business comes over in all that it be. I find BT to be way too aggressive, and not remotely bothered about keeping its customers happy. We pay a lot of money, and we must ask ourselves, are we getting value for that money? I don't feel that I am. As soon as I have an alternative, I will be cancelling my contract ith BT and going elsewhere, and customer service will be my first priority. A company which treats its customers as a cash cow, to be exploited for maximum financial gain, does not deserve any of my hard earned, hard taxed money. Dear BT, try becoming customers of Virgin Media and see what 'customer services' is really all about. Piss off your customers, and as soon as they have an alternative, they will disappear. You have been riding your monopoly benefit for far too long, and you don't deserve your prized position
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Gloucester BT  

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