3,590 Customer Reviews over 90 pages
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- Location
- plymouth
- Reviewing
- BT
- Date
- 2022-10-07
- Comments
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Got cold called from bt to switch to broadband from ee. Worst mistake ever. Customer service is rubbish. avoid this company like the plague
- Location
-
- Location
- Plymouth
- Reviewing
- BT
- Date
- 2017-03-17
- Comments
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Absolute waste of time and money. I have been charged for a service I did not receive and find it impossible to get through to anybody who knows what they are doing. AVOID BT AT ALL COSTS
- Location
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- Location
- plymouth
- Reviewing
- BT
- Date
- 2014-12-15
- Comments
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responded to a 12month free infinity our bill in last 2 months went up from40 to 55pounds per month was to be sorted apparently hasnt so annoyed now we are pensioners and our usage has not changed so why the 15pounds being added on what was advertised as 12months free
- Location
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- Location
- Plymouth
- Reviewing
- BT
- Date
- 2015-11-29
- Comments
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Stay away - unbelievably bad! We have been stuck with poor service / reception for nearly twelve months. The router cuts out multiple times a day so all connection is lost. This even applies at night when you might expect the service to be good. Numerous calls to helpline in India did nothing to help. Engineer could not improve performance. So fed up with the poor service we tried to opt out with just a month on the contract to go - but £98.90 cancelation fee to do this. You can't even just pay the last month whilst using another provider - they will still charge the cancelation fee. Avoid BT - you will regret it for the length of your contract.
- Location
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- Location
- Plymouth
- Reviewing
- BT
- Date
- 2017-08-26
- Location
-
- Location
- Plymouth
- Reviewing
- BT
- Date
- 2015-02-23
- Comments
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Pay for a 75Mb connection, usually receive in the region of 35Mb. The customer service is shockingly awful, they don't care in the slightest so don't expect them to help you. We were stunted with an engineer bill of £130 as well, for an issue that even the engineer told us was BT's fault and not our own, an oversight by the original engineer in the set up cost us in the long term.
On top of this issues like losing Broadband service for a week at a time (with no apparent fault on their end), and over a month waiting time to get set up initially make this all in all a great practice in wasting money and time.
- Location
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- Location
- Plymouth
- Reviewing
- BT
- Date
- 2017-12-11
- Comments
-
Worst experience with any company I think I’ve ever endured and I rarely complain about anything. I booked in to connect to a new property as I was moving, did this well in advance and was set with a connection date. Was asked to stay in between 8-1 on this date. So I stayed in and no one came between 8-1. Called half hour later to be told by engineer he was stuck on a job and it would be given to another engineer. In contact with BT on and off but not getting any definites. Original engineer turned up a couple of hours later and did something to the socket in the flat then went out to the box on the street. A couple of hours later come back in saying fault on line and while most of this sorted out, they needed access to a communal cupboard which I didn’t have access to so an appointment would be arranged. Heard nothing back again the next day so contacted and was told nothing had been arranged. They made arrangements while I was on phone to come back and told me explicitly that I didn’t need to be in, that they needed access to communal cupboard and this would be sorted by them. Come home to find a missed appointment card (I didn’t have a missed appointment) and called and was told I’d have active services by midnight. I tried explaining situation to be told that the line would be active and not to worry. The line was not active the next day. Called back and was told that an engineer needed access to the communal cupboard, I explained the situation (again) and so a date was set for a week despite me explaining my autistic son was staying for weekend and the issues this would cause. The advisor did send me money to pay for a mi-fi device but the data on this was eaten within a night. Today was the date the engineer was sorting out whatever needed sorting in the communal cupboard. Had a number of missed calls (I was in training) and when I called back engineer said he couldn’t access my flat. I explained (yet again) that I was not asked to be in the flat, that they just needed access to the cupboard to be told that there wasn’t an issue with anything in the cupboard, the fault was within the flat (that the first engineer had come in and apparently sorted). He said to call BT and rearrange another appointment. I contacted BT and while helpful and friendly, the customer service advisor told me they openreach had me down as missed appointments and as such the next appointment they would be able to set was for the 27th (it’s the 11th today). Despite my protests, explaining that none of this was my fault, she was unable to do anything about it.
The issue has been poor communication all the way through, and to be told I’m being noted as at fault when I’ve been told I don’t need to be at the flat for the appointment is just plain ridiculous. As I think someone else said, one star is still way to high a rating for a shambolic experience - the only positives I can think of is that the customer advisors have been friendly enough but being friendly hasn’t got my service running.
- Location
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- Location
- Plymouth
- Reviewing
- BT
- Date
- 2017-05-02
- Comments
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If I could rate 0 I would faulty equipment which was set t he incorrect address. Took months to sort out slow co connection. Cost a fortune and was offered £20 compensation for losing £1000's with work customer sevice dire then BT slapped a negative on my credit file as I wouldn't pay for a service they did not provide Criminal!
- Location
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- Location
- Plympton
- Reviewing
- BT
- Date
- 2015-03-18
- Comments
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I was stuck with BT for over a year due to my location and am now switching to Virgin. Imagine my eye popping rage when I saw that virgin offered over 3x the speed of BT for the same price!!! I picked up the phone and did battle with some fairly depressed sounding BT customer service drones. They fed me plenty of contradictory information and sales-lies before they finally granted me exit from their overpriced laim-speeds. Farwell BT, you are an outdated face on the head of my time.
- Location
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- Location
- Pontefracr
- Reviewing
- BT
- Date
- 2017-05-16
- Comments
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It took us 6 plus months to get broadband then in Feb 6 months later would you believe a price rise stocking service when we called asking why every month or bill was different they said it's because of your phone use well I almost wet myself as we never use the phone now the operator is stuck for word's and says she will get someone to call us asap guess what ..... that's right no
MY ADVICE IS AVOID AT ALL COSTS
- Location
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- Location
- Pontefract
- Reviewing
- BT
- Date
- 2023-09-26
- Comments
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Scum of the earth. Please, please do not ever join these. Well I joined BT for there 6 months half price deal and if id have known now what i know, I wouldn't have paid 50p a month. Cut my internet off 7 times in 5 months because they kept getting my grandad and mines accounts mixed up (he hasn't been with bt for 3 years) they kept cutting services off before billing date knowing I'm on the vulnerability list and have young children with monitors ect, took 2 double direct debits which I had to fight for to get back, way below promised spoeds, TV service was glitchy and slow. So I left to Sky, received my final bill reminded from bt £656.53 with options for payment plans ect, called the number to be told BT don't accept payment plans and its because it has already gone to a debt collection agency (when I called day I received the letter) it wad with TDX group... Or so I thought, contacted TDX to setup payment plan to be told they don't support BT as a client and it's not with them
- Location
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- Location
- Pontefract
- Reviewing
- BT
- Date
- 2016-08-20
- Comments
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Rubbish company AVOID we have been trying to get a phone line and broadband at our home for 5 Months now excuse after excuse but still no phone or broadband
They contact you to someone in India or Pakistan who place you on hold for 45 mins plus
They told me to be in today as an engineer was calling then an email mail stating the engineer didn't need a essential to our home and they had fixed the fault
This was around 2pm today it's now 18.43 and guess what not phone nor Internet
Please please Avoid bt
- Location
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- Location
- Pontefract
- Reviewing
- BT
- Date
- 2018-09-29
- Comments
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I cancelled because of the many price rises and when your tied into a contract there's little you can do. The service was relatively good but did go off on many occasions. Absloutley discusted with them. We cancelled well with the 30 notice and they decide that they are going to charge us for the next month and once the final bill is generated then they will refund us...after 7-10 days. Be different if we owed them. Waffle on about the terms and conditions but where's the consideration. Just out to Rob your money so glad I cancelled. Been passed about departments for an hour minutes absloute rubbish!!!!
- Location
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- Location
- pontefract
- Reviewing
- BT
- Date
- 2015-10-17
- Comments
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BT have been superb over the past 18 months. Customer service and product has been second to none. Getting 36mbps. On fibre and the connection hasn't dropped once. Better than Sky and EE broadband.
- Location
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- Location
- Pontyclun
- Reviewing
- BT
- Date
- 2019-07-12
- Comments
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Not the cheapest or fastest (Except Virgin)as all others use Openreach and are limited to whatever speed that they can provide.
If there are problems BT respond/correct usually within 24hrs.
- Location
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- Location
- Pontypool
- Reviewing
- BT
- Date
- 2016-04-30
- Comments
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Awful, just awful.
I upgraded to Infinity last year, but in the past 2 months the amount of dropping out that is going on is so bad that I am now losing money because of the constant unreliability issues of BT infinity.
I have had an Engineer visit my property on 3 occasions in the past month only to tell me I have nothing wrong with my internet connection, etc, etc.
However, the person I am dealing with at BT agrees that I have issues as he has been monitoring it, but apparently he unable to advice on whether I can get out of my contract in order to go to Sky Fibre without a massive charge from BT for the remainder of my contract. Even though that BT are in breach of their own terms, I am unable to get out of the contract, even if the person at BT who has been monitoring the issues agrees that I have issues with my broadband, but they are unable to rectify those issues by simply allowing me to get out of my contract.
So he admits I have these problems and they are not honoring their own service contract, but I am unable to get out of it, ha ha. Awful company that insults my intelligence and I am sure many other peoples intelligence.
They are a joke of a communications company, and my telephone and broadband spend is annually around £2000+. Well they can F off because that business on the two lines I have in my house, including my home office and broadband are all going to Sky as soon as I can get away from BT.
The way they have handled this problem has been just utterly stressful and inept.
The loss of money I have had due to one specific day where the router crashed 14 times, yes 14 times in an afternoon was just stressful and completely unacceptable. I am going to seek legal advice on how to force BT to let me out of the contract and also seek substantial damages for the loss of £ due to the unreliability of their inept infinity service.
I will also add, that BT throttle the network everyone. I know this from a friend of mine who just happens to be a BT Engineer who has worked for BT for 20 years, has basically spilled the beans as to why I really have issues with my Broadband and why so many BT customers have issues, it is because they throttle the network to boost other areas of the network. Obviously this is completely illegal and BT are walking on really thin ice.
I have had enough of BT, the stress of dealing with them, they are the most inept company that I have ever dealt with.
I am going to sue them for damages and I am going to go public with my findings about how they throttle the network. BT made the wrong move by aggravating me. Now it is my turn to cause them stress and embarrassment along the way.
1/10 for BT in general. Sky offer a far superior service. They may not be the fastest, but they are more reliable and far cheaper to use.
Virgin like BT are inept as well from what I understand, and they too have been from what I hear been throttling the network. Completely illegal, and I hope they get massively fined for it one day and taught a lesson.
- Location
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- Location
- Pontypool
- Reviewing
- BT
- Date
- 2016-02-06
- Comments
-
I am so happy to see so many negative reviews on BT. Based on my experience, they all seem to be true. I WOULD NEVER RECOMMEND BT TO ANYONE. I will not take their service even if it is free. They charged more for what I've used, when called the response was cold and took a long time to sort out. When I decided to leave BT, a customer service representative called me who was absolutely rude and I felt like being interrogated.
Take my advice, never take any service from BT even if free.
- Location
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- Location
- PONTYPRIDD
- Reviewing
- BT
- Date
- 2017-12-03
- Comments
-
Broadband speed excellent. Increased to 75 without extra cost. Price held for 18 months. Had no problems with broadband and BT WiFi available outside home. Had to use customer service for tv and very poor. Moved from advisor to advisor without problem solved
- Location
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- Location
- Pontypridd
- Reviewing
- BT
- Date
- 2018-01-10
- Comments
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Really bad service. Supposed to get up to 52mbps for 'super fast broadband but getting only 7mbps. Engineers called out 4 times. Previously had 32mbps but keeps dropping back down shortly after engineer 'fixes it. Expensive for poor service. They charge loyal customers more than new ones. I wouldn't recommend BT.
- Location
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- Location
- Poole
- Reviewing
- BT
- Date
- 2015-12-23
- Comments
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Had no broadband since 07/12/2015 bt says they won't reinstate the service till 04/01/2016. Staff are doing anything to speed things up. No coordination within BT, keep being called by people who have no clue of what had been said before and keep repeating my self. Somebody should take the lead, but there is no ownersh of the case
- Location
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- Location
- Poole
- Reviewing
- BT
- Date
- 2018-01-31
- Comments
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Attempted to switch to BT because of a very good money back deal. A painful month followed of phone calls to their customer service line and 3 wait in all day visits. One of which they didnt turn up for. Appalling customer care. Just don't do it.
- Location
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- Location
- poole
- Reviewing
- BT
- Date
- 2015-11-13
- Comments
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Just received a package and after 4 days I have found out customer service is based in India and very poor. Promised a call back but never got one. They wait until you have to pay to cancel. I am trapped for a year now and will then leave them never to return. Not to be trusted.
- Location
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- Location
- Port Talbot
- Reviewing
- BT
- Date
- 2015-11-02
- Comments
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Ive been with BT broadband/phone at one address since 23/5/2016 and also at another address have 02 Busines Broadband/phone. O2 are fantastic a 10/10 service.
BT on the other hand has been like going to a pub and having a bad pint every time. Each time "Hello how are you today sir and here's your next bad pint at hotel prices.
I've almost resigned to cancelling my contract and paying up the 6 months £179.66 disconnection fee to restart anew with a supplier that has a high customer service. My broadband speeds are about the lowest Ive ever experienced. Why the hell does BT trade like this, excellent sales set up and no backup. My BT experience started off with them consistently installing the wrong phone number. I would then get a text from BT along the lines . We aplogies for installing the wrong number however the correct number has now been installed. Again and again the number was not correct and once again a wrong number so back to being on hold and going through it all again . Ive now had the correct number installed (I think) which has resulted in the following upgrade - I cant make incoming calls or outgoing calls and that has been the situation since last June. Its now be diagnosed today as a fault at the exchange and should be fixed within 3 days A long discussion on BT and compensation ensued. It ended with BT offering to refund £10 including VAT for the period in the first month when they charged £16.99 line rental. Ba Customer service is not on the agenda
- Location
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- Location
- Portadown
- Reviewing
- BT
- Date
- 2017-02-24
- Comments
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PLEASE AVOID BT!!!
I recently moved house and planned on moving my broadband package too, BT cancelled and lost my order on several occasions. They kept putting installation dates back. I feel completely messed about. Their customer service team is woeful, no harm to their Asian team but they haven't a clue and can't understand English, it took 30mins on one occasion just to confirm who I was!! Seriously avoid BT, they have no respect for customers.
- 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
- Portishead
- Reviewing
- BT
- Date
- 2016-07-28
- Comments
-
Overall unsatisfactory the service with Bt!
Definite not recommend to my family's and friends! And can't see any future business with Bt!
- Location
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- Location
- Portsmouth
- Reviewing
- BT
- Date
- 2016-09-25
- Comments
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Been with the company about a month already had to make 2 complaints both completely ignored. DO NOT go with BT you will regret it. I'm saving up so I can leave asap.
- Location
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- Location
- Portsmouth
- Reviewing
- BT
- Date
- 2023-10-25
- Comments
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I would give -0 if i could , I am surprised how this sort scamming awful company still surviving , People need to stop bothering with this company anymore and look for other better providers who
actually know the technical faults , how to solve them within 12 hours , its been over 3 weeks and in portsmouth City area NO Crappy BT service and the people on the other side have skills or knowledge what they are talking about , DISGUSTING I|DIOTS.
- Location
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- Location
- Portsmouth
- Reviewing
- BT
- Date
- 2016-02-05
- Comments
-
Terrible customer service. If something goes wrong during your contract,it is an absolute nightmare to get BT to help fix it, even when its their fault!
I was left for 8 weeks without broadband & then they re-charged me all the activation costs on my next bill.
- Location
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- Location
- Portsmouth
- Reviewing
- BT
- Date
- 2018-07-21
- Comments
-
Within a few months of signing up for an 18 month fixed 35 pound a month contract, the fee began rising. Eventually within 12 months that cost had risen to 50 pound. I spoke to their call centre about this where I was belittled, laughed at and told I was in contract so couldn't change without fees.
The speed as advertised was fast, but the customer service was atrocious and unacceptable.
I do not wish to subsidise their ridiculous football package options and rural BB customers so have decided to go elsewhere for half of the price and the same BB speed.
- Location
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- Location
- Portsmouth
- Reviewing
- BT
- Date
- 2020-02-07
- Comments
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I spoke to a guy called Lewis, From Newcastle, he helped me when I was moving my broadband. I've had some good customer service before but he's definitely up there at the top! Incredibly helpful. I know sometimes I'm a little useless and he was so patient, reassuring and explained things very well. Also amazing personality, it was like talking to an old friend. I really hope this finds him because everyone needs to be recognised! Straight out brilliant man (if you do read this Lewis, I got some savage girlfriend points! Flowers and everything! Sad right! Haha) thanks again!!
- Location
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- Location
- portsmouth
- Reviewing
- BT
- Date
- 2018-05-15
- Comments
-
quite bad because the wifi always cuts out and starts flashing yellow and takes like an hour or longer to start again and for the light to turn blue but most of the time its good internet and speed
-grace
- Location
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- Location
- Portsmouth
- Reviewing
- BT
- Date
- 2014-07-04
- Comments
-
Circa £45pm worst customer service received ever! Rude and swearing so tried to speak to a manager "Nothing I can do" you have to write a letter which they do not reply to! Took £50 of calls to cancel the broadband and phone which was already disconnected wasn't to bad only cost me a further £45 plus £50 disconnection fee so £145 and a week of stress on the phone. Never again will I ever use a product and will warn anyone reading this BEWARE BT!!!!
- Location
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- Location
- Poulton le fylde
- Reviewing
- BT
- Date
- 2015-06-01
- Comments
-
Dreadfull . . . switched over from aol after 17 years so I could take advantage of the free BT sport. system Input error cross referenced my account with another 12 miles away, hour after hour wasted trying to sort it with a useless foreign call centre.
Can't log in to BT, verify my id, use wi fi or tv ten days after the event of wasting over £55 in set up fees, told by a muppet this morning I have to wait up to 10 working days for my complaint to be handled.
Did a speed check, upload -30% below lowest parameter promised and down load -25%
BT should not be allowed to tout for trade offering a system with such shoddy customer service when something is amiss. To say I'm DISSAPOINTED with them is a massive understatement.
- Location
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- Location
- Preesall Hill
- Reviewing
- BT
- Date
- 2015-06-01
- Comments
-
Grim grim, grim customer service, speed way below what was promised, and a seemingly incurable fault that prevents me from registering my username. 1998 Dial up was better
- Location
-
- Location
- Preston
- Reviewing
- BT
- Date
- 2021-03-19
- Comments
-
Had issues from the start with BT. I was in a situation where I had to call to set up my account. They took down multiple details incorrectly. They informed me I would receive a welcome pack and over two weeks later I haven't received anything.
I eventually had to call to get access to my online account with BT. This took over an hour due to multiple issues. For example, no one was able to provide my landline phone number (which I don't use or want), the reason they said was for security purposes. I confirmed all my security questions and was still unable to get this detail until almost an hour into the call. I had to speak to 3 different people altogether and 2 were very rude while the first person I spoke to was polite. So hit and miss on the customer service.
Next comes the broadband speed check. I have had broadband for just over 2 weeks. I pay for 74MB/s fibre. Every test I did came in between 20MB/s and 52MB/s download speed. I reset my router and tried again multiple times. I then, after getting access to my account online ran a BT speed test (a few of them), it always came in at 74MB/s. So what I have now come to the conclusion is a fake test as even a wired connection to the router never got above 52MB/s.
The biggest joke is the actual broadband products they provide. They only guarantee a speed at less than half of what you pay for. In my opinion, this 74MB/s package should therefore be advertised as a 34MB/s package. With fibre, you would expect a consistent faster speed than a standard package. Unfortunately, I am stuck with BT for now, previously I was with Virgin at 100MB/s with no real issues for over 8 years (speed tests were much more consistent, sometimes exceeding what I was paying for). As soon as Virgin becomes available in my area I will be changing suppliers back to Virgin.
Overall, bad router, bad broadband package, wrong advertising on their products, hit and miss with customer service, bad website, fake BT speed test. Broadband hasn't cut out hence the 2 stars on reliablity but it is slowly getting worse before having to reset the router each time.
- Location
-
- Location
- Preston
- Reviewing
- BT
- Date
- 2014-12-09
- Comments
-
Looks at the stars enough said !!!!!
- Location
-
- Location
- Preston
- Reviewing
- BT
- Date
- 2018-06-10
- Comments
-
BT is absolutely terrible! We have not been with them any more than 5 months and in that time we have gone through 3 hubs , about 30 phone calls to get the WiFi back on and an under qualified idiot who decides to stick a giant cable through our wall which knocked the front of some of our bricks off!!!!!! I am a teen who has loads of school work to do and for most of it I need the internet, BUT GUESS WHAT....I DONT HAVE ANY INTERNET
- Location
-
- Location
- PRESTON
- Reviewing
- BT
- Date
- 2022-02-27
- Comments
-
So this review is about how long I have to wait for an appointment to fix a fault 3 weeks what a joke. I hope the speed is ok or they will be getting binned and back to virgin media
- Location
-
- Location
- Preston
- Reviewing
- BT
- Date
- 2017-08-02
- Comments
-
Terrible, terrible and worse than terrible. I moved to the UK from the US. Prior tenants had used BT fibre broadband and TV so I contacted them and requested same plus phone. After three weeks of waiting, 6+ phone calls to BT's incompetent staff, multiple nonsensical explanations as to why they hadn't activated my broadband, a visit by a confused BT phone tech who had no idea why he was sent to check my perfectly operating phone line, multiple broken promises and lies in several different accents, no e-mail updates or any kind of return communications from BT (including a BT rep who scheduled a day and time to call me and never did) and their inability to set up my tv whilst the broadband wasn't connected, I gave up. BT is probably the worst company I have ever had the displeasure of trying to work with. British radio is wonderful, but three weeks disconnected from the outside world was too much. Fortunately, Sky for tv was an absolute joy to work with and Zen for fibre broadband was equally uncomplicated. If the B in BT stands for British then they are a national disgrace.
- 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.