3,590 Customer Reviews over 90 pages
-
- Location
- Barnet
- Reviewing
- BT
- Date
- 2017-08-16
- Comments
-
Shocking. Cuts off every other second. Avoid at all costs.
- Location
-
- Location
- Barnet
- Reviewing
- BT
- Date
- 2016-11-24
- Comments
-
Please don't risk it. BT are fine if everything works, but appalling if anything goes wrong (which it has nearly every year we've been with them).
Their customer service is the worst I have ever encountered. They will pass you in circles to avoid answering your question. They will phone you up just so they can put you on hold.
- Location
-
- Location
- Barnsley
- Reviewing
- BT
- Date
- 2017-02-20
- Comments
-
I wanted to put minus one for overall satisfaction and customer service ,but it isnt available.
At present i,m in the middle of a nightmare with BT ,I decided to leave because of the price hikes ,thats when the trauma began , letters , texts, and emails ensued, 5 in a week ,3 calls to disconnections and customer care , getting no further ,cancelled direct debit
so I can control what they are asking for
I have tried to cancel sport 6 times over the last few months,
3in the last 18 days ,no one does it , wrote a letter to managing director customer care ,block capital across the top I AM NOT PAYING £110 fee for early release of contract and CANCEL SPORT.
This morning letter from the Libby Barr ,manager, thanking me for my order of BT Sport!!!rang again, now. they tell me another account was opened. In my name,I didnt open it , so who did? They dont know , theres only me so ,its not at my end.They say i,ll get a bill in the next 7-10 days saying what I owe them , then I,LL have to ring billing to sort it out -customer care???
Incompetence ,rudeness ,agression, confusion, and being pressured is what I,ve had from BT ,DONT even think about joining them
I might of thought about rejoining in the future , but I,d rather be without services now
BT ARE A JOKE !
- Location
-
- Location
- Barnsley
- Reviewing
- BT
- Date
- 2011-06-15
- Comments
-
Crap! Speeds at one tenth the so called best in our area. The advertising just goes on telling lies and there's always the getout of 'up to ...'
- Location
-
- Location
- Barnsley
- Reviewing
- BT
- Date
- 2017-03-29
- Comments
-
Avoid BT like the plague,worst customer service i have come accross in almost 50 years,rubbish product,rubbish company,don't touch with a bargepole.
- Location
-
- Location
- Barnsley - the S. Yorks one - sadly
- Reviewing
- BT
- Date
- 2010-09-08
- Comments
-
Pathetic in all aspects, donload speed 0.4mb to virtually zero at peak times. Died altogether for a week. Customer service is exotic but not very useful.
The one area they score big time is billing - they sure know how to do that! Try anywhere but hereI wouldn't even give them one star for some areas but zero not an option.
- Location
-
- Location
- Barnstaple Devon
- Reviewing
- BT
- Date
- 2009-07-28
- Comments
-
I use to get Just over 6 at a previous address, this one seems very poor in comparison.
- Location
-
- Location
- Barrow
- Reviewing
- BT
- Date
- 2015-02-15
- Comments
-
Signed up to a phone, broadband,tv & sport pack. Less than £30 a month. Equipment delivery and engineer were both early. BT Wifi & BT Sport apps are great extras. I had a fault which was fixed within a week including engineer visit at no charge. Even the infamous BT Indian call centre called as promised. Would recommend to anyone
- Location
-
- Location
- BARROW-IN-FURNESS
- Reviewing
- BT
- Date
- 2016-09-21
- Comments
-
BT service is very good, however they try to get you to sign up with vouchers for £100 and £50 which they do not honor. Don't know how they get away with this deception.
- Location
-
- Location
- Barrow-in-furness
- Reviewing
- BT
- Date
- 2018-04-17
- Comments
-
Woul not come back to BT if you paid me. Shocking in every aspect. They don't even understand their own bills and make charges up as they go along. Avoid if you can!
- Location
-
- Location
- Barry
- Reviewing
- BT
- Date
- 2018-06-24
- Comments
-
Can't speak to the broadband speed and reliability as it's not been activated yet, but I expect great things considering the extortionate activation fees they're charging us.
We've moved into a new build home, and due to BT's monopoly on the area are unable to go with any other provider. Not only are their broadband deals more expensive than anyone else's, we have to pay £70 in various upfront costs. Absolutely disgusted. They're at liberty to charge whatever they want because there's no competition - the alternative is to not have internet for a year. Wondering if there's recourse to go to the Financial Ombudsman about this.
- Location
-
- Location
- Barton
- Reviewing
- BT
- Date
- 2017-12-06
- Comments
-
If bt spent as much on delivering a service as they spent on marketing it may be that our tv could work, let alone the internet or wifi. I can not describe the total frustration I experience with this company who seem to feel they have a monopoly and therefore nothing needs to be done to help.
- Location
-
- Location
- Basildon
- Reviewing
- BT
- Date
- 2016-02-20
- Comments
-
I went to bt on a promise of better broad band and better service!!!!!!!!!!!!!!!!!!!!, I was cohersed by very convincing sales pater to believing I was going to receive a better service!!!!!!!!!!!, what a load of rubbish, all I can say is don't go with bt. It's the worst broadband provider I have ever had. BT YOUR WORST NIGHTMARE
- Location
-
- Location
- Basildon
- Reviewing
- BT
- Date
- 2024-03-12
- Comments
-
I would give them a rating of 0 as they are not a good service. Charged me for 3 months for service which I cancelled and not using which they did not admit their error. Absolutely disgusting service and would not recommend it to my worst enemy.
- Location
-
- Location
- Basingsotke
- Reviewing
- BT
- Date
- 2022-06-23
- Comments
-
Unfortunately, I havent a great experience with BT, along of my 10 years with the company I faced many Broadband issues, calling customer services and trying to reach an outcome for my issues. Recently I have as for a good deal trying to renew my contract with the company, however, the customer service didn't even consider 10 years I have been with the company and said they couldn't cover any other offer comparing prices with other broadband suppliers, very disappointed, unhappy, I feel that all that the company doesn't care about the clients it's all about profit. Sadly this company will lose more customers I don't recommend this company to anyone it is problems with the service also the company is not customer-oriented.
- Location
-
- Location
- basingstoke
- Reviewing
- BT
- Date
- 2009-09-29
- Comments
-
Although being upgraded to the 20MB option I think BT did this network upgrade in my area before it was totally ready. This is born out by the drop in downloading speed initially, compared to my 8MB option previously.I do not like the Indian call centre for support because I cannot always understand what they are saying.Bring back call centres to this country for a customer friendly service.
- Location
-
- Location
- Basingstoke
- Reviewing
- BT
- Date
- 2016-05-02
- Comments
-
The customer service reps are completely Useless. I had intermittent internet connection for about 4 months where suddenly the connection would drop and not connect again. I had to get 3 bt engineers out which all said there was nothing wrong even when they saw the problem happening. This resulted in my diagnosing the issue myself and actually fixing it myself! The came a time which now my BT Vision box doesnt work, my recordings fail or my chanels get Pixelated. broadband and aerial are fine which all points to the box. BT would not swap this out for me but sent an engineer out who was 2 hours late and all he did was a rest on the box. The following dady i checked and it still wasnt working so going back to BT they not expect me to run all these checks again! The customer service and engineers are useless so dont waste your money on this company go for a better one where you will get the service you pay for!
- Location
-
- Location
- basingstoke
- Reviewing
- BT
- Date
- 2009-10-28
- Comments
-
The Indian support is not very good as I cannot always understand what they are saying.
- Location
-
- Location
- Basingstoke
- Reviewing
- BT
- Date
- 2017-02-07
- Comments
-
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.
- Location
-
- Location
- Basingstoke
- Reviewing
- BT
- Date
- 2016-04-27
- Comments
-
The worst I have experienced since days of NTL! So far on-hold for 50 mins without speaking to someone. WTF? If I could give no stars or minus I would. 100% dissatisfied.
- Location
-
- Location
- Bath
- Reviewing
- BT
- Date
- 2023-06-28
- Comments
-
DO NOT take out a BT contract. They used to be a trusted brand but my contract price of £26.99 went up by 14.4% in year one. Small print is increases are based on CPI
- Location
-
- Location
- Bath
- Reviewing
- BT
- Date
- 2020-08-20
- Comments
-
The worst company by far. Slow WiFi, slow internet, poor customer service. With our plan was included a free TV which never arrived!! When we complained they told us they couldn't do anything!!! And for last but not least we paid BT Sport and it doesn't even include payperview. What can I say? Don't sign with this company, it's a scam, big, big scam.
- Location
-
- Location
- Bath
- Reviewing
- BT
- Date
- 2014-11-12
- Comments
-
I ordered a BT infinity student deal for 9 months, at the time seemed perfect, short contract and quick speeds. However we had to wait 2 weeks for an engineer, this is normal, I would like to say that it is now 7 weeks after I orginally ordered their service yet I am STILL waiting for them to sort out our internet, and better still they have charged me £58 so far without providing anything! They have sent out 4 engineers who haven't been able to sort a supposedly simple process. Ive had 8 engineers booked, but 4 never showed up. I've spent countless hours on the phone to their terrible customer service who make false promises (I have actually heard unprompted promoises from them), half of them don't even know what their talking about!
I'm now 7/11 weeks through my first semester at university where internet is very important, not only have BT had a detrimental effect on my study, they've caused my housemate and myself to run over our mobile phone data bills, I understand this isn't their direct fault, but there are somethings like checking university timetables and sending emails that are necessary, but where we are used to having our phones connected to WiFi, we're now running over our bills costing us more money.
I thoroughly recommend you to not go for BT, yes every company has cases where things go wrong, but when things go wrong with BT, you're better off instantly switching provider. I am beyond angry with them.
- Location
-
- Location
- Bath
- Reviewing
- BT
- Date
- 2018-06-09
- Comments
-
Ordered a change of address. Two months later and still they haven't moved it. I'm being forced to pay for a service that I cannot use because they are so completely incompetent when you speak to them. Spoken to over 10 advisors who have said a variety of excuses. They don't call you back or give any update. I've never had such a poor experience in my entire life.
- Location
-
- Location
- Bath
- Reviewing
- BT
- Date
- 2020-08-28
- Location
-
- Location
- Bath
- Reviewing
- BT
- Date
- 2014-05-12
- Comments
-
I have always had my home internet services from BT and it's safe to say they have been unreliable at best.
I have never had any issues with customer service but actual broadband speeds are absolutely atrocious. The highest speeds I have ever received are 3mb/s and that is on an extremely good day.
Speeds are inconsistent and sluggish and something I have noticed happening regularly is the sudden dropout of all internet access at all times of day.
If you're interested in gaming then this is definitely not for you. LAG is the only word to describe it.
If you have access to BT Infinity then I'd maybe suggest going for that if you're still interested in choosing BT. But, if you live in the same area as me I would advise you avoid BT.
A quick note on landline prices. BT phone bills that come quarterly and don't include unlimited calls can become extortionate. The amount's my mother has had to pay are absolutely ridiculous and I have finally changed our provider so hopefully things will vastly improve.
- Location
-
- Location
- Bath
- Reviewing
- BT
- Date
- 2019-11-15
- Comments
-
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
- Bath
- Reviewing
- BT
- Date
- 2021-03-30
- Comments
-
After waiting 14 days for connection, I have yet to receive a full 24 hour service from the broadband in 1 room let alone every room! it was installed on 15th march DO NOT TAKE A BT CONTRACT its a rip off.
- Location
-
- Location
- Bath
- Reviewing
- BT
- Date
- 2014-09-26
- Comments
-
Horrendous experience with BT. Don't go with them. They said they'd give me vouchers when I joined. Didn't. Just phoned up - they have a recording of the guy telling me I can have them, and they won't give them to me or the equivalent of them?????? They lied to get the business, overcharge, and they are so so so unprofessional on the phoen. Don't trust a word they say. Go with someone else.
- Location
-
- Location
- Bath
- Reviewing
- BT
- Date
- 2017-02-08
- Comments
-
Speed and reliability poor. Get asked if we wanna renew. Agree after being told we'd get upgraded hub. Details discussed. Weeks later they send same old hub anyway. I ring and spend over 1 hour to customer services, 3 different advisers/departments later. All of this repeating the same stuff - sometimes being contradicted and having to argue/go in circles. Final lady sorts it out quickly, agreeing to send the hub we were promised. We shall see if it is right this time!
I asked about compensation for it taking an hour of my time after their mistake - not possible. Pretty rubbish service considering their mistake has cost me time and stress.
- Location
-
- Location
- Bath
- Reviewing
- BT
- Date
- 2016-10-06
- Comments
-
Terrible terrible internet. the ping chart resembles a roller coaster - biggest and the most qualmish you've ridden. The connection drops on peak times and takes anywhere from 30 seconds to 3 hours if not more to come back. impossible to stay sane.
- Location
-
- Location
- Bath
- Reviewing
- BT
- Date
- 2015-03-14
- Comments
-
DON'T GO WITH BT - THERE ARE MANY CHEAPER OPTIONs. THEY ARE THE MOST EXPENSIVE AND THE MOST ANNOYING PROVIDER.
I've just been stitched up by BT. I moved house and stupidly, to keep life simple decided to move with them. This meant that I had to change my account, as I was persuaded as it'd be cheaper.
Now here in lies a snag. You only get 14days from the request to get a BT account, even though you may have been an existing customer, to ditch it. Not 14 days from when the account commences or the standard 28days you get from the majority of services/products you purchase.
BT said I would have service on the 2nd, then the 4th, then 6th, then 9th. This meant a full 7days without BB, with the phone link kicking in on the evening of the 6th. The phone line was noisy for 5days. Every time I received or made a call the BB cut out. It did restart but was frustrating. So I need an engineer. To add insult to injury, I get read out a standard if your equipment is at fault you will be fined £120!!
When I complained and requested compensation, well guess what folks, they will only offer compensation after the fault has been fixed. Dire customers service - and I mean the UK call centres. Awful.
As soon as I'm can afford to I will be ditching BT.
- Location
-
- Location
- Bathgate
- Reviewing
- BT
- Date
- 2022-01-10
- Comments
-
Full fibre cable installed in our bones building as promised on 6 December 2021 but not possible to switch on.
Issue outside our building.
6 weeks without Broadband. Very limited information - 3 brief texts - in spite of repeated attempts to contact.
1 call centre operative very pleasant and professional but unable to help.
We have closed the charity office as we are unable to operate without broadband. The 514 members of our social inclusion charity depend on us for prevention of isolation and depression and help with interaction with each other.
Latest date for review by BT has been given ias 11January at which time we have threatened, if we do not have a working service, to cancel our contract with the worst broadband installer ever?
Let’s see what tomorrow brings.
BT - Blooming Terrible.
- Location
-
- Location
- Bathgate
- Reviewing
- BT
- Date
- 2021-05-08
- Comments
-
Speeds were no problem but signal to my sky meant i could not watch Disney and there advive was to drill through my wall into the cupboard where there box was and put up a shelf in my living room so there box could be closer.. eh no.. even though there box is only 5 foot away from the sky box behind a plasterboard wall. Also signal to phones would drop out too, then they said too many devices must be the issue.. 1 sky box 2 phones and 1 tablet, so i changed to sky internet and all these problems are now solved and have never returned.
- Location
-
- Location
- Batley
- Reviewing
- BT
- Date
- 2016-08-04
- Comments
-
Got but hub5 and i can't get broadband speed on wireless connection with wire it shows 45Mbps and on wireless it goes down to 0.19Mbps
- Location
-
- Location
- Battersea
- Reviewing
- BT
- Date
- 2016-12-19
- Comments
-
The broadband is okay, not exceptional but okay. It drops from time to time at night but I experienced the same thing with Sky broadband, albeit, less frequently. The things that I really dislike are the fact that when you initially contact them, they tried to upsell me BT infinity, despite the fact that I clearly didn't need it; in addition to this, call and late payment charges are quite steep. I will definitely be migrating once this horrible contract is up.
- Location
-
- Location
- Battle, East Sussex
- Reviewing
- BT
- Date
- 2019-10-21
- Comments
-
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
-
- Location
- Beaconsfield
- Reviewing
- BT
- Date
- 2017-07-22
- Comments
-
I have been a BT customer for 23 years, never really had to complain. However if you are considering getting the infinity 2 service let me share my woes with you and perhaps save you a) some money and b) a whole load of stress.
So Sept 2015 I upgraded from infinity to infinity 2 – THE fibre optic network, so they told me. Speeds of 80 Meg! Up load speeds in excess of 20 meg and down load speeds of 75+meg. From day one slower than my previous speeds. With one or two occasions where it preformed as per contract.
Using the Speed test on this page – I began logging the speeds to report back to BT – a few months later, when I was ready – I presented the findings – First off BT refused to accept the data collected using the speed test on this page - so I had to use the BT Wholesale test. Interesting that it gave me about a 10-20% difference in it’s favour against the one here...
So trying to get BT to sort it out was just so frustrating – First off Billing and Delivery will bat you between the both of the groups detailing it is not their problem. Eventually you will get some overworked person in their call centre in Mumbai, who will try and at least give you some proper customer service. Sadly they will fail. If like me you get frustrated enough to flag it to the ombudsman here is where they get you.
First off, their contract is written in such a way, you – as the customer do not have a leg to stand on. You are dealing with a company within a company. BT will front the deal, however it will be delivered through Openreach and that is where the first frustration starts.
The contract then goes on to state that if they deliver ANY service/speed in their books they are delivering service and under the code of practice that is good enough, as they are still delivering a service, therefore you as the customer cannot complain and should you call them out to ‘check’ the line – you will be presented with a further £120 call out charge (IF the engineer does turn up). So, if you like a service that states 80 meg and you pay for an 80 Meg service, yet are happy to have half of that as a minimum, then sign up to the Infinity 2 service, which when one goes out of contract will only get worse!
Do not listen to their customer services – they tell untruths. I was supposedly meant to have my bill suspended pending investigation. They turned my service off, battered my credit rating, gave no contact details and finally presented me with a final reminder stating all sorts of pain and suffering through the courts. Once you are cut off from BT they will only give you recoded messages telling you they will only deal with you once you have settled your bill – the loop of frustration. No human interaction until your bill is settled.
The Ombudsman services have done the best they can – and against an 18 month bill of over £580 paying for their 80 Meg service and receiving less than half the speeds. I got £10 for non turn up of engineer and a ‘Good Will’ gesture of ...£50!
Do yourself a favour and only consider BT as a last ditched attempt to service. Yes after 23 years, I will be moving all my services away from them – Customer service is a word branded about by BT, but frankly I am not sure they know what it means.
- Location
-
- Location
- Beckenham
- Reviewing
- BT
- Date
- 2017-07-08
- Location
-
- Location
- Bedford
- Reviewing
- BT
- Date
- 2016-10-20
- Comments
-
Worst customer experience ever with BT. Broadband was due to be activated 2 days ago and still waiting. Spent over 5 hours trying to resolve over last 3 days and just been told will not be connected until 26th October - 8 days late! Appalling service, and manager put down phone when I complained. BTCare on Twitter just refer back to online agents so you go round in circles. Wish I had never considered BT and looking at how I can cancel my contract.
- 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.