3,097 Customer Reviews over 78 pages
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- Location
- Liverpool
- Reviewing
- BT
- Date
- 2019-12-14
- Comments
-
God awful people and a god awful service. They add hidden charges in to your bill but will never ever tell you what the charges are. When you ask one of the idiots at the help centre they can never, or will not tell you what they relate to. Ask for a full breakdown they will send exactly the same bill you are questioning. Be warned, you will never know what you are paying for. Don’t use this company.
- Location
-
- Location
- Cupar
- Reviewing
- BT
- Date
- 2019-12-11
- Comments
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Very disappointed with BT 's customer service and broadband speed.
- Location
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- Location
- Droitwich
- Reviewing
- BT
- Date
- 2019-12-09
- Comments
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The broadband is okay but it does drop out. What really bugs me is their dishonest practices. I rang to say my broadband was not giving acceptable speeds and they said I should have been sent a new hub the last time I upgraded. They agreed to send it out free of charge. What I didn’t realise was that they renewed my contract at the same time - signing me up to another 18 months. They added Sky Sports, some HD thing which were free for three months and then started charging me. None of this was discussed on the phone. Due to some family difficulties, I didn’t check for a few months. By which time my bill had gone up from £27 to £65 a month. I called them and after TWO hours on the phone I got the sports and HD stopped and refunded. They said they could not listen to calls that were longer than six months ago. That they refunded me as a gesture of “goodwill.”
But I am still tied into a contract for another year. I will then leave as I find this kind of sales tactic unacceptable. I got the impression they are well aware of their dodgy dealings and the line “we can’t listen to calls made more than six months ago” is a well-used get out clause from admitting their dishonest sales practices. Shame on you BT. No wonder they don’t have Facebook reviews activated!
- Location
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- Location
- Gloucestershire
- Reviewing
- BT
- Date
- 2019-12-09
- Comments
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I've been at this property for approx 4 years. for 3 years and 6 months, the connection I couldn't complain about. approx 12Mbps, but it worked. probably dropped connection about once per week. either wifi dropped, or hubs connection to the net dropped. no real problems.
for the past 6 months (second half of 2019), the speed has gone up to 20Mbps (which is nice) but my connection has been dropping, probably up to 5 times per day, either wifi, or hub to net. it is starting to get slightly irritating. websites will stop responding for no reason, 5 second delay, then "no internet" message. wait 20 or 30 seconds and it usually comes back. I haven't contacted customer service about it yet.
- Location
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- Location
- Cambuslang
- Reviewing
- BT
- Date
- 2019-11-30
- Comments
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Cant run more than 2 xbox ect.
I have bt best broadband £80 a month. It rubbish
- Location
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- Location
- Wales
- Reviewing
- BT
- Date
- 2019-11-28
- Location
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- Location
- Dromara
- Reviewing
- BT
- Date
- 2019-11-26
- Comments
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With a speed of 0.1mb upload and down load
Absolute disgrace on BT behalf as I have to travel
30 miles to upload my days work .
I have to move from this company
Josef
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2019-11-26
- Comments
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Mistakes after mistakes
Transferred from Sky to BT on 18th November retaining my old number only to find out on 21st November they gave me a new number.
Customer service has been terrible trying to resolve this and I won’t have my proper phone number back until 5th December (large pinch of salt taken) so I would be very wary of any service commitments they make.
They also tried to charge me £25 for the privilege of sorting out their cockup.
Disastrous so I would strongly advise against them
- Location
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- Location
- TETBURY
- Reviewing
- BT
- Date
- 2019-11-25
- Comments
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over last 8 weeks BT Download rate has been well below the 52 Mb/s guaranteed value.
getting BT to address the issue (Indian call centre!!!) is frustrating.
- Location
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- Location
- Kingswood
- Reviewing
- BT
- Date
- 2019-11-25
- Comments
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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
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- Location
- Inverness
- Reviewing
- BT
- Date
- 2019-11-18
- Comments
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Worst company i have ever dealt with. All they are interested in is signing you into a contract then providing you with crap service. My broadband speed was 2MB! When i complained they said the small print states a minimum of 1 MB ! They then offered me an updated router for £70. Dont be fooled by the name. BT is crap. Ive since moved to talk talk. Excellent customer service. Excellent broadband speed and at 1/3 of the price.
- Location
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- Location
- British countryside
- Reviewing
- BT
- Date
- 2019-11-17
- Comments
-
Honestly I can cope with the crappy broadband speed, what really pisses me off about bt is how often there’s a problem and we just lose internet all together. I’m a student and I have a whole lot of my work online, I rely on the WiFi heavily, so when there’s ‘an error on the line’ so it just doesn’t work and I can’t do anything it’s bloody inconvenient. Inconvenient doesn’t even describe it and I would be a lot more vivid if I could. If I could I would give it 0 in broadband reliability and overall satisfaction. Our WiFi has stopped working altogether multiple times and each time they **** around for a while saying that an engineers coming and then that there was an error and they can’t so it’s delayed and I end up going weeks paying for extra data and piggybacking off the school WiFi and my friends hotspot which costs me money and isn’t good for anyone. On top of this because of where we live I don’t have service anyway so I’m not contactable for a while and can’t do anything. The only reason I wouldn’t give customer service 0 is because I have pity for the poor ******* who work for this company. We pay £30 or something a month for this and honestly I think we should be paid for the torture which is using bt.
NEVER USE BT, ITS HELL. (Especially if you live in the countryside).
- Location
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- Location
- Northampton
- Reviewing
- BT
- Date
- 2019-11-15
- Comments
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Speed of "super fast" business broadband (paid extra money for it & been waiting nearly 3 weeks) Ping 656, download 0.51 Mb/s, upload 0.23 Mb/s - tested on 3 different websites If you don't like our Internet find another supplier "BT Customer Service" Are you seriously BT?!?!?!?!?!?!?!?!?!??!?!?!??!?!?!?!?!??!?!?!?!??!??!??!??!?!?!?!
- Location
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- Location
- Bath
- Reviewing
- BT
- Date
- 2019-11-15
- Comments
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I am very disappointed of this company.
Prices always go up during the contract. When contracts ends they charge you more than normal. The internet speed it's not great. During the night the internet sometimes falls.
I will NEVER use BT again in my life.
- Location
-
- Location
- Shocklach
- Reviewing
- BT
- Date
- 2019-11-13
- Comments
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We went with bt as the previous tenant was with bt and we thought it would be a straight forward swap to our name. This was not the case ! We had an order for the phone line and internet to be changed into our name (which apparently you need an engineer to come out 2 weeks later to do) when this was done, we recieved a new number ..we requested from day one to keep the previous number as we were running a business and that was the number our customers where familiar with. We were informed that as soon as the order was completed we can ring up to confirm the number change, So we did. We were then informed that the number would be changed within 24 hours .... 24 hours later the number was still not changed. After ringing back the following day we were then informed that there was another order on the account that had to be completed before the number could be changed. As we had not placed an order they cancelled the order and told us it would be another 24 hours before the order would be cancelled and then to ring back for the number to be changed. So as you can guess we rang back 24 hours later to change the number to then be told someone didnt cancel the order so they would cancel it and it would take another 24 hours ( why it takes 24 hours to press the cancel order button I do not know! ) since receiving our bt order on 5th November we are still waiting to have the number changed back to the original number! After being on the phone many days and many hours I was finally passed to a supervisor who informed me that IF I WAS TO PAY FOR THE BUSINESS ACCOUNT I WOULD RECEIVE A BETTER SERVICE! Which we were told at the beginning it will be easier to stay as a personal customer for now as that is what the previous tenant was and that it would be easy enough to change at a later date! After speaking to this supervisor I was informed that he would cancel the order and he would call me back to re arrange the phone number change between 11:00-13:00, did I recieve a phone call ? NO I DID NOT! I rand up at 13:02 to find out why I hadn't recieved my phone call and the lady on the phone said she had passed the message on for me to get my phone call. The NEXT day I recieved a call which was not from a supervisor and was informed there is nothing they could do as I'm not named on the account even though they have been speaking to me everyday since getting Bt and everyday they recieved permission to talk to me and permission to change the number! All we want to do is have the original number back on the landline which has took 8 DAYS so far and still counting ...
- Location
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- Location
- Liverpool
- Reviewing
- BT
- Date
- 2019-11-12
- Comments
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WORST INTERNET EVER! I've tried many different service providers but this is the icing on the cake when it comes to bad internet! There is no internet full stop! The constant connection dips 24/7 is ridiculous! My emails don't even come through for days coz of how bad it is! I can't even game online anymore coz the lag is unreal and embarrassing and everyone keep telling me to switch my service provider coz it's trash! Don't ever go with BT, It's horrendous. I connected it to my phone but it doesn't even connect to my TV. Absolute trash!
- Location
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- Location
- Cumbria
- Reviewing
- BT
- Date
- 2019-11-11
- Comments
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After 90 days I finally managed to get broadband ordered. I had to chase BT up for info all through the process instead of them coming to me and the text messages I received bore no relevance to my order. After all that the final guaranteed speed that they can give is an abysmal 3Mb/s
- Location
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- Location
- None
- Reviewing
- BT
- Date
- 2019-11-06
- Comments
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I feel like every one of the reviews for every service provider is automated by the opposing competitors to extend the likelihood of finding different providers.. by was good for me yet the reviews are insanely bad. I got a good deal and had to sign off of it as I literally didn't need it because I bought a phone contract that gets 100gb data a month..
- Location
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- Location
- Newry
- Reviewing
- BT
- Date
- 2019-11-05
- Comments
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We pay £87 a month for shocking broadband. The download speeds are appalling and the speed test online states they are not able to process the speed - which is a complete cop out. Disgraceful having to pay this amount of money a month for such poor broadband
- Location
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- Location
- Stoke
- Reviewing
- BT
- Date
- 2019-11-01
- Location
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- Location
- Gloucestershire
- Reviewing
- BT
- Date
- 2019-10-26
- Comments
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BT should restructure their appalling customer services operation that has completely ignored my complaints. I shall be moving to a more professional provider as soon as I can, and I strongly advise others to avoid BT.
- Location
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- Location
- Ystrad Mynach
- Reviewing
- BT
- Date
- 2019-10-25
- Comments
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BT are the worst. I have bought extenders, upgraded the hub, splut the signal bought more discs, upgraded the service and still have a terrible broadband signal. It pulses and drops out. Only works next to the main hub to watch a film, slow everywhere else in the house. BT only guarantee a signal everywhere in the home, yes I can see the broadband, but it is too slow to use. Avoid at all cost, read their small print, do not guarantee a useable broadband, only guarantee it to the house.
- Location
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- Location
- portadown
- Reviewing
- BT
- Date
- 2019-10-24
- Comments
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Bad customer service,they dont value your custom
- Location
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- Location
- Radstock
- Reviewing
- BT
- Date
- 2019-10-24
- Comments
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Very bad company, call them 5 times already, they did send enginer he change the hub for New but internet still keep dropping out, low speed even if I choose the highest option, So pour customer Service keep telling the same lies, they cant deliver good signal, stay away from The company
- Location
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- Location
- Nottingham
- Reviewing
- BT
- Date
- 2019-10-22
- Comments
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One day the wifi just stopped working. It has been two and a half weeks and it's still not fixed. Their communication is terrible. No one knows what is going on. It has cost me time and money trying to do the job Im paying them to do. Worst broadband.
- Location
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- Location
- LONDON
- Reviewing
- BT
- Date
- 2019-10-22
- Comments
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The worst experience I have ever had. I would look to use anybody but BT.
If you enjoy 2 months of hell with a customer service team who are completely inept then this is the service for you.
I have never come away from working with a company with such a passionate distaste for them.
CHOOSE ANYBODY OTHER THAN BT
- Location
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- Location
- Battle, East Sussex
- Reviewing
- BT
- Date
- 2019-10-21
- Comments
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I have been trying to add "complete wi-fi" on to an existing package. This costs an extra £8 per month but would solve issues we have with thick walls. To sign up, our BT TV package will only last 18 months and BT broadband 24 months. This will mean a 6 month gap and pressure to sign up for another contract with BT. This is a risk that could be too costly. Very disappointing.
- Location
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- Location
- Canvey Island
- Reviewing
- BT
- Date
- 2019-10-19
- Comments
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I was approached by BT to sign up for another 18 months and that would involve me going on to BT plus. At the time my line throughput was 41Mbits/s. This speed remained constant for a couple of months and the it started to drop and eventually went down to 10 Mb/s. I rang BT and unfortunately had to speak to their Indian help desk. I had to remove all connections from my router and went through all the tests until the last test where I had to hang up. No call back on reply. I rang them again, a different agent. He insisted I go through the testing sequence again. Again I was told to hang up. Nothing again. At this point I gave up. A friend of mine who works for Openreach measured my line and said there was a high resistance fault probably on the pole outside. I rang BT and fortunately got a British operative who logged it as a fault and three days later an engineer came round and fixed the fault. All well and good I hear you say. No. The throughput speed came up to 25Mb/s. I had somebody ring me to see if I was satisfied. I said no. They decided to send me a new router. I installed this and this one had a software field that actually measured the line speed. It said it was running at 30Mb/s however testing with their own software and Ookla line speed tests it has now dropped to 20Mb/s. The router says it is running at 30Mb/s so what am I to conclude from this? It would appear to me that their network manage to system is throttling my line down to 20Mb/s. As a result of this and poor customer service I shall be voting with my feet at the end of the contract
- Location
-
- Location
- Kensington
- Reviewing
- BT
- Date
- 2019-10-18
- Comments
-
We have received help from Tyrone both yesterday and today. He was very devoted and exceeded our expectations. He fixed an internet issue that we have had for a very long time and went the extra mile as he came in extra early the next day and made sure the problem was fixed.
Many thanks from Bective Leslie Marsh team at Kensington.
- Location
-
- Location
- Albrighton
- Reviewing
- BT
- Date
- 2019-10-12
- Comments
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very poor broadband speed
had some work done 2 months ago. But says it is not connected every time we contact BT
This service is very poor
We need an explanation for this delay
- Location
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- Location
- Westcliff-on-Sea
- Reviewing
- BT
- Date
- 2019-10-08
- Comments
-
Worst broadband experience. Broadband kept on cutting out, after multiple attempts 7 engineers, I finally managed to cancel my contract and get a full refund of charges. Very, very frustrating though, useless broadband. Back with Sky now, not had a problem.
- Location
-
- Location
- Reviewing
- BT
- Date
- 2019-10-06
- Comments
-
After 6 weeks of trying to get internet installed, it’s pretty obvious BT have some huge internal system/process issues, I have experienced 4/5 times of having conversations / orders placed only to find out that the relevant email/sms does not reflect anything ‘booked’ on their systems.
On top of that the complaints procedure is obviously a token gesture as it’s quickly closed followed by a experiencing exactly the same issue you complained about. Overall absolutely abysmal service.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2019-10-05
- Comments
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So, I've come home looking forward to watching Netflix after a long week, and my bt internet isn't working. I have tried the 'on off' method as you do and it doesn't work. I checked the status and apparently it's 'good' in my area. Been on the website and tried to test the landline number and the page goes to an error. It hasn't worked the whole day and when I try test the connection it goes straight to an error page. This is poor from a big company as they do not state any recommendations, fixes, or even acknowledgement of the issue. I hope it is fixed soon as I pay good money for the service.
- Location
-
- Location
- Walsall
- Reviewing
- BT
- Date
- 2019-10-01
- Comments
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Not been with them long but cancelled this morning absolutely rubbish service,we have gone back to our original supplier . The straw that broke the camels back was no phone and no internet again this morning. Being pensioners nearly 80 years old we rely on our internet a lot. When we went with them we thought that they would come and set it up but you have to do it yourself so l had to get someone in to do it.
- Location
-
- Location
- london
- Reviewing
- BT
- Date
- 2019-09-21
- Comments
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The signal drops at times. Had issues with promised package not delivered. It took many stressful attempts before I got something like the first package offered. Did not support my fragile mental health.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2019-09-13
- Comments
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Had 12 months of serious broadband issues, now have issues with a mobile service too.
Let me explain - I noticed broadband connection issues, called out their Openreach guys, fixed it so no problems right? - Wrong! lost connection 3 times more, engineer sent out, he hooked up terminal to my line box which displayed a different number, so he went out to check, returned to say my private line was unplugged (stolen) obviously previous engineers working etc - then told there's ample space for new lines etc - then fixed issue and made report back to BT. BT sent the standard email eg: case closed, then line got hijacked again - altogether lost about 2 months internet time, which after months of phone conversations was eventually credited to my account.
Took out a 2nd service - a mobile phone contract approx £372 pa for I Phone SE (6 year old phone!!), which was a 'recommendation' from 'Sales Dept' - sounded ok, biggest mistake I made -- phone battery issues galore, to a point where phone battery depleted from 8 hours a day (only switched on, and no other usage) to a mere 3 hours after a full recharge!
BT wouldn't take responsibility, tech support was refused, so got passed to Apple instead. Problem was the battery, Apple sent just a refurbished replacement model, not brand new or a newer model offered.
Moving on 7 months later - they double billed me due to 'automated billing system error' - which messed my finances up for 3 months, BT tried to stick me with an engineer call out fee of £180 - based on their customer service suggestion and insisted a broadband check be done at my end to help solve the slow speed issue.
Fault was found to be BT's and not damage to my equipment etc - so another credit made to my account - I should think so.....
Forward a few months and I paid my mobile bill by credit slip at my bank. BT sends me a reminder to restrict my service etc, I explained it was paid 20 days earlier, assured my service was restored, but I owed them £55 for 'other mobile services' which they couldn't explain what these extra's were - actually illegal as all charges must be billed in detail which this wasn't - I questioned this, requested in-depth details and promised to pay once proper itemised bill is forwarded - but none came, yet their still trying to bill me for a non existent extra that I know I never requested as my bill is just for the phone and is one charge only for unlimited calls. so nothing else to pay.
They then sent me a further reminder, threatening account termination, along with debt collection action and that I would be stuck with extra fees for non-payment etc - a very aggressive letter indeed. If only they checked their bank account to see the bank transfer, hmmmm. So got proof of payment from my bank, agent reconnected my service, but few days later - BT disconnected me again for reasons unknown.
Don't get me started on the nightmare call transfer system they force on their customers, or the rude agents intent on blasting policy instead of active listening skills that should be employed to understand the mere basic of info needed to sort an issue.
- Location
-
- Location
- Leicestef
- Reviewing
- BT
- Date
- 2019-09-13
- Comments
-
I don't understand why some people have such problems. I have been with BT for nearly 2 years and they are amazing. I use them for broadband and mobiles, and they are ALWAYS sss helpful.I am so pleased with their service I have extended my contract for another 18 months
- Location
-
- Location
- Coventry
- Reviewing
- BT
- Date
- 2019-09-12
- Comments
-
I started with BT almost 3 years ago after moving to an address where Virgin Media was unavailable. I had no major problem getting started with BT with everything being as it should be regarding my phone, TV, Sport and Broadband 'package'. The contract was 12 months. There were no major problems in that first 12 months, however when coming to renew I had an email from BT before the contract expired offering me a Broadband renewal at a reasonable price but with a contract for 18 months not 12. I spoke to them via their helpline but was told 18 months was now their minimum contract period. I agreed to this. A few weeks later they contacted me again about my TV and sport contract!!!!!! I thought I had just renewed this but it turns out the verbally agreed renewal was just for the Broadband BUT the TV and Sport package were now a minimum of 24 months. So, there is the major problem - how can I watch the final 6 months of my TV and Sport package if I decide not to renew my broadband? Sneaky. Having spoken with my wife we decided to go ahead with the TV and Sport as we had already committed to the Broadband.
Fast Forward 21 months - suddenly realise that my monthly bill had shot up to £80 from around £40. I contact BT who tell me that I am out of contract with my Broadband and therefore have no 'deal' and the price has risen to £52 (a lot of money, especially as I can only get a maximum of 25mbps where I live via FTTC) I point out that BT did NOT contacted me regarding the end of my broadband deal but obtained no explanation or response from the BT 'assistant'. I enquired about reducing my cost of my existing 'plan' by cancelling the BT Sport and TV package that to be honest we don't watch much at all. In this day and age of Netflix, Youtube and other streaming TV services, BT's TV is not an attractive proposition. This is probably why they hike up the price of their broadband post contract to offset the lack of customers taking up their TV options. To cut a long story a little shorter, my BT 'assistant' could not offer me any sort of decent broadband deal so I am cancelling everything. My 'early termination' charges are way lower than remaining with BT so I'm off. Having placed an order with a different supplier for just Broadband and phone line, (NOT a BT subsidiary of EE or Plusnet) I am now receiving text messages from BT asking me to reconsider. To be fair to BT, I was never unhappy with the Broadband and had few drop-outs and would have remained with BT for many more years, however, due to their underhand sneaky price hiking and contracts of unequal length designed to trap their customers, I will NEVER trust BT again. Deals can be agreed and negotiated but trust cannot. Goodbye BT - Forever.
- Location
-
- Location
- Leeds
- Reviewing
- BT
- Date
- 2019-09-11
- Location
-
- Location
- Derbyshire
- Reviewing
- BT
- Date
- 2019-09-07
- Comments
-
Had tv and broadband package which came with £100 on a debit card and free bt sports. Tried to use the card which doesn’t work , can’t contact anyone!! Also had my monthly bill increased , I phoned to make a complaint and was told after a long discussion that my bill would not increase. Forward a month and my bill increased, called again to complain and was told the previous advisor should not have agreed that , made a complaint and was told they would look into the complaint . Just had a phone call and been told my bill will increase , I told the advisor you wouldn’t fill a car up with fuel and half way through the garage decides to increase the price by 10p a ltr. THIS IS LEGALISED ROBERY
- 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.