3,590 Customer Reviews over 90 pages
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- Location
- Eastbourne
- Reviewing
- BT
- Date
- 2019-02-26
- Comments
-
Very unreliable company.
Very incompetent customer service and LIARS!
After numerous phone calls and their failed promises 3 weeks later they have not fixed our broadband yet. They will twist things and make it your fault.
Not worth it. Avoid BT.
From very unsatisfied customers.
- Location
-
- Location
- Orkney
- Reviewing
- BT
- Date
- 2016-01-27
- Comments
-
Shocking customer service, BT have been scheduled to attend my property twice in the last week to install broadband and a landline. on both occasions they didn't turn up and the company made no attempt to let me know they wouldn't be attending. Go elsewhere for your broadband.
- Location
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- Location
- Norwich
- Reviewing
- BT
- Date
- 2016-02-29
- Comments
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Well good to see its not just me. I am so annoyed at the customer service. Was on the phone for over an hour building up my phone bill to just get an answer of. Can't help you. It's such a discrace. They are of no interest of helping you they just want any excuse to take money off you for service your not getting. Moved house and took 2 weeks to get my service back and still had to pay for the service I wasn't getting plus extra. I will never be going to thus company again. I would be happy to pay more to a company that cares about their customers and receive good service ect. They don't even deserve a penny in my eyes.
- Location
-
- Location
- Wigan
- Reviewing
- BT
- Date
- 2016-04-22
- Comments
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Cant describe the frustration , original connection date 07/03/16 now quoting 05/05/16 . Have spent 90 minutes , 25 minutes, 45 minutes, 45 minutes on the phone . The result each time? they hang up . Don't go near them.
- Location
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- Location
- Ipswich
- Reviewing
- BT
- Date
- 2019-07-18
- Comments
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Don't bother paying for anything more than their standard broadband. If you expect superfast fibre, don't hold your breath. My download speeds got slower and slower until I was getting between 2Mbps and 7Mbps and constantly got interrupted. I pay £50 per month for superfast fibre and it is an absolute waste of money. An engineer has already been out, it was not fixed, then a second engineer who didn't arrive and then a third appointment was made. I am moving on to another provider as enough is enough. What a waste of money and time.
- Location
-
- Location
- TN31
- Reviewing
- BT
- Date
- 2016-07-24
- Comments
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Broadband Provider Pah!
Totally unreliable Broadband Provision.
- Location
-
- Location
- Manchester
- Reviewing
- BT
- Date
- 2020-03-29
- Comments
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Absolutely terrible experience, probably the worst company in the history of telecommunications. Very pricey for low quality broadband unless you have a contract with them in which case you can not escaoe from them. I tried cancelling the service after my contract ended and had a horrible experience. The broadband was less than 10 Mbps. I was not able to cancel the service successfully and they continued adding extra fees to my bill for late payment even though I made it clear I will be cancelling my account. On top of that I had to wait for over 30 minutes in line before I gave up but at the same time I was being charged for a phone call. If I could give 0 stars I would have.
I have honestly never experienced any customer service as deceiving, money-grabbing and horrible in my life.
Please do your research before choosing a broadband supplier. I would hated to see valnurable people getting exploited by BT.
- Location
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- Location
- CRAYFORD
- Reviewing
- BT
- Date
- 2020-10-09
- Comments
-
0 is the correct sattisfaction and reliability. I chose BT because of the brand....big mistake. I did the same with Virgin, bouth rubbish network providers in my area. I have 3 childreen and i use internet quite often, even with my CCTV, and dorbell with camera. The internet it is realy not working att all, i have the round hubb what they bragg about but it is only for disighn....not pleased at all and i canceled the contract. I have 40Mb minimum and 18 MB upload in contract but the speed is much less,nothing is not working, fault after fault, youtube is not loading, they talk to talk but dont chose BT...contract for 40£ a month and no good internet?????? What a joke,!!!
- Location
-
- Location
- Oxfordshire
- Reviewing
- BT
- Date
- 2017-11-27
- Comments
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Our internet hasn't been working for two weeks, but we've been told we're impatient and do not have a valid reason to be unhappy or make a complaint. This is the second time our internet has stopped working for two weeks since July when we took out the service.
We've been shouted at down the phone my the customer service manager, Arnab and his team and told we've not given them enough time to sort out internet in the TWO WEEKS they've had. We've been hung up on several times, had our calls dropped and experienced the worst customer service ever.
Cannot believe they're trying to charge us £150 to terminate a contract we are paying for but not receiving.
- Location
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- Location
- Nottingham
- Reviewing
- BT
- Date
- 2018-04-10
- Comments
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Shocking service. Customer service is only helpful for textbook problems. Still awaiting my gift card, which is what enticed me as oppose to going to another provider! Will be cancelling the whole families packages as they end their contacts. Clearly don’t value there customers at all. Moved my partner to virgin and was sent the equipment and I set it up within 3 days of ordering! And best bit is it is half the price for twice the speed!!!
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2014-04-15
- Comments
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I placed an order for BT phone and infinity as I decided to move back to them from Sky. I was told everything would be up and running on 14th April.
My phone has transferred over but nobody had the courtesy to tell me that there was a problem with the Infinity. I used their contact form to contact them with my order reference etc and got a reply saying it would take 10 days to reply to me. They then sent an actual reply saying I had to call another team as the digital team don't deal with orders. Why ask me to fill out a contact form then?
I phoned them and they say that the engineers can't fix the fault at the exchange until Friday as they don't have the part they need. BT don't have a spare part for their own exchange?? So the rest of the week without internet and they say that they cannot do it any sooner than Good Friday. I wonder if they actually will sort it out on a Bank Holiday. I'm furious with the lack of information on their order tracking system. If it says "delayed" then at least explain why, without having to call and wait on hold.
If your phone and internet works then do NOT move to BT. They are absolute jokers - and not the funny kind. I wish I had just stayed with Sky. BT are a total waste of time.
- Location
-
- Location
- NOTTINGHAM
- Reviewing
- BT
- Date
- 2014-10-01
- Comments
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the customer service really is appalling. i have used sky and virgin before who have both been very accommodating. bt customer services are rude and will do nothing to rectify problems or address issues. it is like talking to a brick wall. they keep repeating the same thing over and over again without making any inroads or compromises. its either their way or no way. i will never use them again!
- Location
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- Location
- Glasgow
- Reviewing
- BT
- Date
- 2014-12-18
- Comments
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Recently moved home and since I was an existing BT customer I decided to opt for the seemingly straightforward choice of sticking with the same company.
I called BT and told them to transfer my services to my new address (for which an engineer visit would be required) and was informed that the earliest available date would be 23rd December - a full month after moving. I said sorry but that was unacceptable and I would be seeking an alternative provider. An early date of 8th December then miraculously became available. An engineer visited and stated work needed to be done outside of the property for which another visit would be required. Thus far no one has arrived on two occasions and a third visit has been arranged for yes, you guessed it, 22nd December with services commencing on the 23rd. I have no faith that will happen.
In the meantime I have spoken to numerous BT staff who plainly have no idea what is happening as very little information seems to be recorded. I have received emails stating the customer care team would call on a certain day but no calls. It has been explained to me that I didn't receive calls because they had the wrong number, yet sent me a TEXT to tell me they couldn't contact me because of this!
So, having stated that waiting till the 23rd of December was not acceptable, I now find myself hoping that my services will be connected on that date. In my opinion I was lied to in order to retain my account. There is little or no communication between departments, trying to speak to a supervisor is a hopeless cause as it seems it's not their policy for senior staff to dirty their hands talking to customers and BT employees seem to make things up as they go along.
Unnecessary mobile calls over the past four weeks have left me out of pocket and I'm still paying for Netflix which I haven't been able to use along with xbox live.
BT are a truly woeful company who don't deserve the loyalty that many show them. I am currently seeking an alternative provider.
Do yourself a favour and do the same.
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2016-08-11
- Comments
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I have to say I didnt think BT customer service could get worse. It is appalling.
I have spent 3 hours today on hold;
30 minutes talking to someone who clearly didn't understand the technology and couldn't speak English sufficiently well.
This is the worst customer experience I can recall. Bar none.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-01-11
- Comments
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Actually 0 stars on all counts.
I would like to up load approx. 100 screen grabs BT Wholesale test showing down load speeds 0.?
I have spent in excess of 8 hours in total to BT call centres in India???
- Location
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- Location
- Hutton Rudby
- Reviewing
- BT
- Date
- 2015-04-22
- Comments
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Since we upgrade to BT infinity the broadband internet connection became worst. On our old package it has been slightly faster than infinity which doesn't sound normal at all. The connection speed always seems to become insanely slower from time to time. With the older package it didn't do this as much.
- Location
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- Location
- Forton somerset
- Reviewing
- BT
- Date
- 2016-07-19
- Comments
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I went with bt when I was told not too only wanted to go with them as I wanted bt sport I joined at January and still can't get it now I have given up ringing them as you never can understand what there saying just can't wait till new year so I can get rid of this useless contract and next time I might listen to what people say when they tell me not to bother with a company
- Location
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- Location
- Essex
- Reviewing
- BT
- Date
- 2016-09-01
- Comments
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Customer service is non-existant would avoid at all costs. Reported a fault with broadband barely working 7 weeks ago and despite numerous complaints we have not heard from anyone except the odd phone call from India. Could barely understand what they were saying and still not fixed. Have tried to cancel contract and no response from that department either. Entire company a joke. Will be leaving and never using again.
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2016-10-19
- Comments
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DO NOT GO WITH BT.
Activation supposed to happen on 14/10/2016 and still nothing on 19/10/2016 with no answers.
Indian customer service lines, on hold for at least 30+ minutes a time, no answers or explanations, always fobbed off with "we'll investigate and call you back" but never receive said call-back.
Can hardly believe that the company has not shut down, operating the way that it is.
Would never recommend and will be cancelling contract.
Can't comment on broadband quality, as we never actually received any.
- Location
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- Location
- Hailsham East Sussex
- Reviewing
- BT
- Date
- 2018-03-22
- Comments
-
A total waste of time,complete rip off. Far to expensive ,soon as connected price goes up. Have changed to talktalk all good half the price with free 24/7 phone calls. B t cant even get my address correct I stopped final dd payment been sending final bill to the wrong address insisting I used to live there, want to charge me £7.50 laye payment fee for their mistake. Been getting phone calls from aragant women who insist bill must be paid now, give us card no, no way baby. B t is one of if not the worst company I have ever dealt with. May they go bust soon.Do not deal with them.
- Location
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- Location
- Wilton, near Pickering, North Yorkshire
- Reviewing
- BT
- Date
- 2014-02-01
- Comments
-
Absolutely dire, called broadband when I'm lucky if I get 150kb, 1 mile away they enjoy 35MB, BT wont go the mile to our village, pass you around the different centres. Cant wait for 4G to come, we all have mobile contracts with data packages, then BT will be gone. £41 a month they rip me off for, they state on the BT website l get 1-3.5MB, total lies, Rightmove web site speed test states 100kb, that's a realistic figure, THANKS FOR ABSOLUTELY NOTHING BT AND THANKS FOR THE LOST WORK AND THE NON EXISTANT TECHNICAL AND CUSTOMER SERVICE. YOU LIED TO ME AND AS YOU CANT GIVE WHAT YOU PROMISED 3 YEARS AGO, I THINK YOU MIS SOLD ME A PRODUCT, LIED AND THEREFORE SHOULD BE DONE FOR MIS SELLING BREACH OF CONTRACT.
DON'T BOTHER WITH BT IS WHAT L THINK
- Location
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- Location
- GLASGOW
- Reviewing
- BT
- Date
- 2018-07-15
- Comments
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Left BT many years ago due to atrocious customer service. Took up their offer of faster stronger broadband and also signed up for BT Sport. The broadband promise never materialized, I still don`t have BT Sport due an unidentified technical fault and when I attempt to speak to someone then its either a long wait to speak to someone or a chat with someone who`s handling a number of clients at the one time and is untrained and keeps saying I`ll be right with you in two minutes but inevitably can`t help you because "that`s dealt with by a different team" etc etc etc but they`ll be with you in two minutes etc etc etc
BT customer service has deteriorated from atrocious to mega atrocious.
Don`t go near BT unless you have a bottle of wine and some valium to hand and time to spare.
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2014-12-18
- Comments
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DO NOT TAKE OUT A CONTRACT WITH BT. You have been warned.
Unreliable and unstable broadband and TV signal that required hours and hours and hours and hours of calls to them. It was never properly resolved.
Ripped off when we had finally had enough and cancelled while in contract.
- Location
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- Location
- LISBURN
- Reviewing
- BT
- Date
- 2016-02-29
- Comments
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We bought a new house and bt messed us about something serious. BT sent texts telling us to be ready for the engineer. I took a day off work they didn't turn up. Text again read new appointment. My wife took day off they never came, no excuse. After being connected for two weeks my broadband has died. They refused to send engineer so I've now cancelled my payments to them so they will have to contact me. It saves me waiting for hours waiting to speak to some illiterate gimp speaking pigeon English.
Do not use bt they are an embarrassment.
- Location
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- Location
- Chelmsford
- Reviewing
- BT
- Date
- 2021-06-03
- Comments
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I'm absolutely disgusted with BT. My mother whos in her 80s switched from EE to BT in what she was told would be a straightforward process taking a couple of weeks. 3 months on and she still hasn't got broadband. This is despite 7 visits from a number of incompetent workmen who in most cases did not have the skill or equiptment to complete the work the came to do. BT are still charging her and it's taking over 45mins to reach BT to complain. BTs fraudulent abuse is nothing short of criminal.
- Location
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- Location
- Kent
- Reviewing
- BT
- Date
- 2016-05-25
- Comments
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Having believed what I was told on the phone I placed an order for Fibre broadband, home phone and three mobile sims.
The sims arrived the next day and I set mine up. Number transfer happened the following day and caused 3-4 hours of no service.
It was then that I discovered that basic functionality was not supported. As an iPhone/iPad user, tethering devices is a way of life. BT disable it!
Visual voicemail either was not set up or is also not supported. So if you have devices you expect to share connection with ... BT refuses to enable this.
I discovered the lack of this basic feature whilst out on business calls, I had explained I needed this when ordering, caused me to need to change mobile provider. When I phoned to cancel (5 days after order) I was told I could not have a PAC code to move my number unless I could quote the account number (but email was on iPad and I could not tether to connect). I drove to a wifi hotspot, located account number and called back.
This new contact said, sorry to hear you need a PAC, but issued it without needing an account number.
So now I had been lied to twice! It has taken another six calls to try and cancel the order. Every time my new provider tries to take on the service they are blocked by BT saying they have a live order.
In summary, do not believe anuthing they say, their customer service, although polite is useless as what they promise does not get done. And as for their automated call answer service ... there is no polite way to describe it.
AVOID THEM, use any other company, don't put yourself through the pain!
- Location
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- Location
- retford
- Reviewing
- BT
- Date
- 2016-08-08
- Comments
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Rubbish i thought bt said they would have english call centre so they would understand you. Speak 15minutes repeating myself because they dont understand and all i wanted was past paper bill that i pay for and should have been sent for last 6 months and havent. They couldnt explain why my bill per month is £30more she just kept repeating if ur bill has gone up. Yes but why it should not have gone up my bill is unlimited broadband so round and round we go i got no where. Go on line no do ur job and find out why no. Just pay bt and do all the qork yourself when there is a problem. What are we paying for??? I still got no where with foreign and completely useless staff. Sorry but it isnt good enough when someone doesnt UNDERSTAND the english
- Location
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- Location
- Kent
- Reviewing
- BT
- Date
- 2020-01-23
- Comments
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I do not actually have BT wifi myself but I am a private live I carer and any client I have gone to that has had BT wifi there is always issues with the speed and reliability of their wifi. I think I have had more than 10 clients with BT and every single one has been such a hassle that I just use my phone data. Stay clear of BT as they are useless!
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2016-12-06
- Comments
-
Rubbish company Paid for 12 months never fix my fault, only worked for the 1st day !!!!!! Terrible
- Location
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- 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
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- Location
- Fife
- Reviewing
- BT
- Date
- 2014-11-25
- Comments
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Appalling!.. I live in a small cottage and cannot get a signal. Have to reboot on average 6 times per day. Only been with them since September, biggest mistake. Cannot leave and change providers as they want to charge me £295 termination fee, even though they are NOT providing the service I am paying for!
Shocking!
- Location
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- Location
- tewkesbury
- Reviewing
- BT
- Date
- 2016-02-29
- Comments
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got connected on 17th of feb then disconnected on 18th with no reason what so ever now been told phone line is redundant never had problem with any other provider used them all.... was ment to have a phone call by one of complaint reps never received the call today 29th feb missed doctors appointment due to bt worst company ever spent over 200-250 minutes on the phone to them since the 18th feb
- Location
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- Location
- Watford, Leggatts Green
- Reviewing
- BT
- Date
- 2016-08-21
- Comments
-
BT... what could possibly be the biggest con ever.
I have had it for 4 years now with their "Ultra fast broadband", but really it never went over 3Mbs of download speed, or 1Mbs of upload speed. No matter how many times I called BT for help, no matter how many times they assured me that "it'll work perfectly fine 24 hours from now" after doing what apparently seems like nothing on their side, my broadband is terrible.
It seems they are incapable of offering any decent service or internet at all...
Go to Virgin media.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2023-03-05
- Comments
-
BT services is soo poor, even the customer services. They don't even know what they're doing. Few months ago I ordered the broadband and their engineers were unable to
connect it. As a result they send me a minihub which was very useful, and I signed up the contract with £15 per month. It was going ok, so far for 2 months till yesterday when they cancelled it. They didn't send any email notification or sms or even a call, just the service stopped suddenly. Their excuse, after I called them was that they can not provide a minihub service without having a broadband with them. This was the terrible, unhelpful answer from customer service. I'll never go with this company again, poor service, useless and uninformed customer service...
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2014-02-01
- Comments
-
So bad. I had a total sky package and wanted to save a few pounds so decided to go to BT but really really regret that decision. If you are ever in my position NEVER CHOOSE BT. Everything has been a disaster, broadband, TV and phone. It has been one problem after another. They can do nothing right and just lie down the phone to you. i have never had such a bad customer experience in my life.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2018-08-27
- Comments
-
I had a website built by BT. They tied me up in a contract, the contract ended but I continued to pay and use their services. I transferred the service and they continued to charge. I cancelled and had to cancel via two separate departments and they refused to refund any money due to not informing them.
It turned out that I was paying £36 a month for "management fees" that I did not need at all so BT have earned very nicely indeed!
I have also been paying £24 every quarter for hosting and required only hosting after the 1st year.
So yes BT was charging me £42 a month when I should have been paying only £6 a month.
When I phoned BT to cancel and BT said they want more money as notice is required - I said I will pay but will let everyone know what the BT Corporation is like (she said "you are more than welcome to do that" ). So they are on...
BT gave me an 0800 number that linked to my mobile number but did not get missed calls or any answerphone. So I missed out on customers.
BT gave me email addresses linked to my domain but was not able to setup the password and server details to access the emails. So missed out on any emails sent to my advertised email addresses. This was an ongoing issue with many calls.
BT deleted all my emails on their servers once I had transferred the hosting although I was still paying.
BT put the phone down on me when I asked them to look into whether they could retrieve my emails on their servers (I know because they did not call back). This is expected as I am a leaving customer.
BT purchased EE and without delay Orange's reputation was gone, their customer service went down hill, trying to worm out of warranties and prices hiked.
BT said the website they created me was terrible and I needed to upgrade to £150 a month from £36. A year later when I made inquiries they said that the company they used is no longer trading and I did not get the upgrade at all, so they refunded the money back dated.
In summary: BT are too large, too controlling, too financially focused and uncaring towards its customers. They have the money for large advertising campaigns, to buy other companies out and to perfect contract terms/conditions to their advantage. They don't have the necessary knowledge to assist you with technical issues.
In fact I think a small claims court may get me several years of management fees back as they have never been used. I will report back how that pans out.
I beg you to not use BT and to inform your family/friends to avoid like the plague.
Thank you. Together we can make a difference.
Are you still considering BT? Think I may be unlucky one customer? BT charged me an additional £5 a month to have "itemised bills" that had nothing to itemise. I phoned to cancel and ask for a refund and they said "no it is your responsibility to cancel it even though you did not set it up".
BT (Be There).
- Location
-
- Location
- Wilton near Pickering
- Reviewing
- BT
- Date
- 2014-11-01
- Comments
-
What BT don't realise is the younger generation growing up with mobile technology. In 20 years tops they will all be out of a job, hopefully, because they will not want landlines. With mobile companies giving 10gb of data, they won't want bt crap or the crap they spurt out at you.
I hope I'm still here so l can laugh at them like they laughed at me when l took my contract out.
1 mile away they have 35mb yet l still paid the same price for 100kb if l was lucky. BT are just con men who should be reimbursing people who can't get what the bt site says. According to bt website today 1st November 2014 l should get between 1 and 3.5mb. Total bollocks. Lying 2 faced shots. STROLL ON THE DEMISE OF BT.
- Location
-
- Location
- Birmingham
- Reviewing
- BT
- Date
- 2015-03-28
- Comments
-
the worst broadband ever
advisers not trained to help just to hold you on the phone for over an hour to download crappy help tools and your issue is never resolved the way it should be. when my contract is finish i will be looking for another provider.
For your sake never sign a contract with them
- Location
-
- Location
- Chelmsford
- Reviewing
- BT
- Date
- 2021-03-26
- Comments
-
I ordered fibre plus 1st February 2021. I asked for a check to make sure all will be OK, that is a quick survey, and was told by text this will happen. Installation was due on the 19th March, I received emails and texts to tell me an engineer will attend between 8am and 1pm.
The day before I called to make sure but was told there will be no need as cable does not need to be replaced. Then between 7am and 7:30 one guy was at my door from Kelly communications, he refused to install and left!
BT then decided to place an order as if I did for ordinary fibre.
Today 26th March it is very slow and carry on breaking!
I am elderly so probably they think i do not need good and reliable broadband.
Horrible company all about money, no sense of duty or morality.
- Location
-
- 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
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.