3,590 Customer Reviews over 90 pages
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- Location
- Redruth
- Reviewing
- BT
- Date
- 2016-11-29
- Comments
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Unless you are desperate for BT sport steer well clear! I have had 7 weeks of hell dealing with these people and 16 phone calls. Initially ordered on 6/10, online via top cash back, that order was cancelled, re-ordered on 10/10 that order also cancelled. Apparently my line still belonged to my previous supplier. The 3rd time I ordered over the phone which meant I have lost out on £105 top cashback. They assured me I would be connected on the 7th Nov. My phone was connected on 14 Nov, Broadband on 21st Nov so over 6 weeks after initial order placed. I lodged a formal complaint which BT have failed to give me any resolution on and asked to be compensated but have been told there's no chance of that and I cannot cancel as I am now in a contract with them! This is by far the worst company I have had to deal with. Please steer well clear like I say unless you want the sport! 16 calls to them in 6 weeks, dreadful!
- Location
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- Location
- Reigate
- Reviewing
- BT
- Date
- 2016-09-24
- Comments
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Just paid for an "upgrade" which keeps dropping out. The customer care is the worst I have ever experienced, in any industry. The Outlook engineers have about 2 weeks experience each and are useless, literally. Even the BT engineers, who generally know what they are doing, cant stand them.
This dreadful company is a shameful example of what happens when there is no effective oversight. The fatboys at the top cream off huge salaries for no reason and no one gives a damn about the company. The board of directors should be savked for incompetency and the customer care should be brought back to the UK. I have nothing in principle against Indian call centres but the ones BT uses are utterly, utterly incompetent.
Probably selected for cheapness alone. What a truly dreadful, shameful company.
- 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
- Retford
- Reviewing
- BT
- Date
- 2019-04-12
- Comments
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Don't know where to begin. Changed from TalkTalk to BT on the hope of internet in every room. Five weeks later, I have no internet. BT gave me a start date, sent the equipment, ended my previous supplier, and then left me stranded. We run a home business, requiring internet. This hasn't seemed to bother the countless BT staff we've contacted. They're all 'sorry', and promise to resolve the issue, etc, but nothing gets done. It's a broken business. I've contacted my MP, because this appalling service should not be allowed to take place.
I'm speechless.
- Location
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- Location
- Reydon Southwold
- Reviewing
- BT
- Date
- 2014-11-02
- Comments
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Broadband speed is awful
- Location
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- Location
- Rh106hl
- Reviewing
- BT
- Date
- 2015-10-17
- Comments
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Had bt fibre for 4 years, no throttling, get speed as quoted, no downtime just a shame I subsidising the premier league.
- Location
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- Location
- Rhiddlan
- Reviewing
- BT
- Date
- 2021-04-17
- Comments
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The BT service is so unreliable. I work from home like a lot of people currently and every day the service drops off. There is constantly an engineer in the road. The option of watching a movie via Netflix is a vague memory as it stops at least 5 times per programme, my husband spends half his time checking the speed and we are yet to receive the promised refund for any poor service. We have upgraded so many times to try and get a better service and are currently on fibre halo 2 over £65 per month and have had nothing but rubbish service for the duration. BT are a joke, it obviously stands for brilliantly terrible! They are a disgrace!
- Location
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- Location
- Rhodes Minnis
- Reviewing
- BT
- Date
- 2017-11-07
- Comments
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While my connection is fairly reliable the speed is very poor - usually between 1 an 2 mbps. this makes it impossible for me to upgrade things like my TV or anything else that relies on good broadband speed. Even 5 mbps would help!
- Location
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- Location
- Rhondda Cynon Taf
- Reviewing
- BT
- Date
- 2017-07-24
- Comments
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Avoid BT at all costs!! Overpriced and appalling Customer Service!!
- Location
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- Location
- Rhondda Cynon Taff
- Reviewing
- BT
- Date
- 2017-06-23
- Comments
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I have had 3 engineers to look at my broadband. The first one said that rats have chewed the cables in the exchange and to fix the problem the road would have to be dug up. BT don't want to know, and their telephone operators are the most ignorant I have ever dealt with. Appalling customer service.
- Location
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- Location
- Rhoose
- Reviewing
- BT
- Date
- 2018-04-16
- Comments
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I'm currently with talktalk at 76mbs. I decided to switch to BT but the online service would only offer me slow internet. I was called by a customer representative who asked to perform a credit check before anything else. I know that my credit is fine, but following the check all they could offer me was the slow service - apparently the 76mbs is not available in my area - even though this is what talktalk provide! The CSR told me they may be able to upgrade me once i had switched. So my credit has been pinged for no apparent reason. BT just seem so backwards.
- Location
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- Location
- Rhymney
- Reviewing
- BT
- Date
- 2016-02-06
- Comments
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My broadband has been ok. However there was a problem when I wanted to add a new device to my broadband.
Partly my own fault as I lost my password... however trying to get a reset is absolutely impossible!
The Internet page is completely useless and you have to wait over 40 mins for an answer from 1 of the 4 people who work there and the automated services is a complete joke.
- Location
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- Location
- Richmond
- Reviewing
- BT
- Date
- 2016-10-24
- Location
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- Location
- Riding Mill
- Reviewing
- BT
- Date
- 2018-07-18
- Comments
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Absolutely appalling service! Please do not use BT! Had to wait 2 months for the Broadband to be installed without any communicating or updates from BT, I had to do all the chasing and challenging to ensure that we eventually got internet at all! We were passed from pillar to post each time we rang customer services and each time promised that the issues would be solved-each time we were left disappointed.
To further the disappointing experience that we’ve had with BT, after the broadband was installed, we received numerous bills stating that we owed them money and adding unpaid bill charges onto our account. When I set up the account originally I had added a direct debit which was being taken out of our account, so was baffled as to why I was receiving fines when I had been paying the bills. After having to call BT again to sort this issue out I discovered that they’d actually set up two accounts in my name and where trying to charge us for both of those accounts-one that I was paying for by direct debit and the other one that they were sending us bills for! I couldn’t believe the incompetence and sheer cheek! They apologised and said that they would reimburse us and sort out accounts so that there was only one. A week later….we received another bill-again adding fines for not paying! An on-going joke!
Ironically, we went with BT as they are a well-established company who we thought would be good at dealing with any issues: an absolute untruth! Just awful!
- Location
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- Location
- ringwood, dorset
- Reviewing
- BT
- Date
- 2018-06-26
- Comments
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AWFUL AWFUL AWFUL. We used BT years ago and were messed around so much that we had to get the ombudsman involved and then stopped using BT's services. A few years later...we moved into our house in Feb 2018. After being told by several people that BT were much better now and our new house was only fitted with a BT connection...we just decided it was easiest to use them again. Well, how wrong were we. Firstly they sold us a wrong package...unlimited broadband costs £30ish a month but they signed us up for limited broadband at the same price...and we went unknowing over every month being charged £90-£100. We put a complaint forward for this and they said it would be cancelled immediately and we would be put onto a the new package and sent a free of charge recording box for the inconvenience. Well 3 weeks later and no box..I contact them to be told that no package was cancelled and no new one ordered...meaning we were still being over charged. I spoke to about 6 different people who you had to explain the whole situation to again. 4 people cut me off on live chat and I had the phone put down on me once. Finally after weeks and weeks they have cancelled our packaged and put the new one in. They have offered us....£30 for the inconvenience!!!!?? What an insult. Will NEVER use this company again.
- Location
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- Location
- Ripon
- Reviewing
- BT
- Date
- 2017-10-01
- Comments
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No internet for a month. Bt keep changing the date to repair. Not interested in their customers at all.
Customer service what service.
Come on get your act together and listen to your customers and start acting on delivering.
- Location
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- Location
- Rippingale
- Reviewing
- BT
- Date
- 2022-10-26
- Comments
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Ordered full fibre broadband on 24th august still awaiting for connection after 9weeks -had several visits by openreach each time they didn’t have right people to do next job so had wait for another 3 weeks for final connection on day they didn’t turn up or confirm there issue with appointment and now they can’t give me another date for final connection really poor service !!!!
- Location
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- Location
- RM16
- Reviewing
- BT
- Date
- 2021-12-23
- Comments
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Probably the worst service provider to our home.
Lost count how many times broadband has crashed, requiring a phone call to get restarted.
Have no option than to find a new broadband provider.
- Location
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- Location
- Rochdale
- Reviewing
- BT
- Date
- 2023-07-03
- Comments
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I recently had the unfortunate experience of subscribing to BT's fibre service, and I feel compelled to share my dissatisfaction with their misleading representation. Despite the claims of "fibre," BT failed to disclose the crucial fact that the service provided would not be full fibre. This lack of transparency has left me deeply disappointed and frustrated.
From the onset, BT marketed their service as "fibre," leading me to believe that I would be enjoying the benefits of a true fibre-optic connection. However, it became evident after installation that the service was, in fact, a hybrid known as Fiber to the Cabinet (FTTC), which uses fibre cables only up to the cabinet and relies on copper wires for the final connection to the premises. This hybrid technology severely restricts the potential speed and reliability that true fibre-optic connections can offer.
The absence of clear communication regarding this limitation is highly deceptive. It misleads customers into believing they are receiving a superior service when, in reality, it falls short of the expected standard. As a consumer, I place great importance on accurate information, and BT's failure to disclose the nature of their fibre service is a betrayal of trust.
The impact of this misrepresentation became apparent when I noticed a significant disparity between the promised speeds and the actual performance of the service. While BT advertised impressive speeds, my real-world experience was far from satisfactory. The reliance on copper wires resulted in inconsistent speeds, occasional dropouts, and overall unreliability. These issues were exacerbated during peak usage hours when the service struggled to deliver even moderate speeds.
In addition to the performance concerns, the lack of full fibre optic connectivity limited the possibilities for future upgrades and advancements. In an age where technology continues to evolve rapidly, it is essential to have infrastructure capable of supporting future demands. Unfortunately, BT's misrepresentation has left me locked into an outdated and subpar service with no clear path for improvement.
To make matters worse, BT's customer support failed to address my concerns adequately. When I reached out to discuss the misleading representation, I encountered dismissive responses and a lack of accountability. The indifference displayed by their support team only amplified my disappointment, leaving me feeling undervalued as a customer.
In conclusion, BT's misrepresentation of their fibre service by omitting crucial details about its hybrid nature is unacceptable. The resulting subpar performance, limitations, and lack of accountability from their customer support team have left me deeply dissatisfied. I strongly advise potential customers to exercise caution and thoroughly research the specifics of BT's fibre service before making a decision. It is crucial to seek out providers that are transparent and upfront about the type of connection they offer to avoid the frustration and disappointment that I have experienced
- Location
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- Location
- Rochdale
- Reviewing
- BT
- Date
- 2016-11-15
- Comments
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I chained from Virginia media to BT fibre in which my change over was meant to be active with BT from 17.10.16 and to this day I'm still not active. My Virginia contract ceased on 31.10.16 which was nearly 2 weeks after my BT services should have been up and running and still not BT service and to top it all off I have a business line in my property for my employment and the incompetence of BT being who they are they disconnected my business line as this was the only live line in the property at the time which has caused me to now have to place a new order to get the business line transferred to who it should have been in the first instance. I have lost money from this major mess up. They claim that they have had a problem with re systems as to why it's taking so long to get my services up and running meaning that they cannot send jobs to the engineers they are British telecom can they not use a phone to communicate like everyone else it would this be too simple. I had an update today regarding the activation of my BT service and was horrified to discover that an engineer had finally been to the cabinet on the street and now says there is not a spare fibre port to connect my broad band they can install new ports to the cabinet but it's a big job apparently in which they have to dismantle the cabinet to do so and this takes up to 3 months apparently to complete so the service I was promised I am no longer getting in which I could have been advised on this over 6 weeks ago prior to me cancelling my virgin media broadband as now I'm left with nothing not to mention having to pay all the BT activation charges and also have a new to Ariel fitted which cost me £130 at the start in which I now won't need as won't have BT tv as all they can offer me now is 4mb per second instead of the 50 I was promised and they say the 4mb will not be enough to get the BT to and the BT sport service that I signed up for. I have had multiple problems from the start of this process and been robbed off time and time again every advisor I speak to tells me something different each time. I would not ever recommend this well known company as they have caused me nothing but problems and issues throughout along with the major inconvenience with the issue with my business line and now I'm thinking of reporting them to watchdog due to the false selling and the bad service they have provided or should I say no service has been provided. Steer well clear from them they just want to take your money and leave you high and dry
- Location
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- Location
- Rochdale
- Reviewing
- BT
- Date
- 2015-02-11
- Comments
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Our community group as been with BT for 5 years now, and have recently just upgraded to 38Mb fibre.
On the old ADSL, we had a wireless speed of 18Mb and now have a wireless speed of 36Mb on fibre.
The only contact I have had with them, was when we phoned to upgrade. Dealt with sincere courtesy and everything which was promised was promised. The engineer turned up this week between the promised times and within 30 minutes we were upgraded.
I do not know what they are like when you have problems, as we have not (touch wood) had any with them.
Over our 5 years experience, I can recommend.
- Location
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- Location
- Rochdale
- Reviewing
- BT
- Date
- 2016-09-19
- Comments
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The broadband we get is very good. BT customer service however is beyond poor.
Issue started when I couldn't access BT sport through the app. Was told I had to "refresh" my package to reactivate. Told I would receive an email through later that day stating I had taken out a new contract by to ignore it. I did. No prizes for guessing that they had extended my contract without permission.
I have since had 7 calls with BT going round in an infuriating circle. Agreed new package, didn't put in place. When did charged me a sport cancellation fee when I was out of contract. On hold for 40 mins then cutting off (twice). Indian call centre with translation issues.
Eventually sorted the new contract only because they gave me 50% off & because the infinity broadband is God - otherwise would have gone elsewhere for sure.
Couldn't possibly recommend the company based on these awful levels of customer service.
- Location
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- Location
- rochdale
- Reviewing
- BT
- Date
- 2017-05-01
- Comments
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after signing up with bt they took £59.99 from my bank I then cancelled the following day as I was being given a better deal with my current provider it took bt 8 weeks to pay back the money only after I informed them I was taking the matter further after my experience with bt I would never consider going with them there customer service was a joke
- Location
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- Location
- Rochester, Kent, UK
- Reviewing
- BT
- Date
- 2009-12-23
- Comments
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BT Yahoo is the internet connection I use. I have Option 3 for the internet connection and full week no cost for land line calls on a BT line. It works OK but I'm certain it is not the most I could get from BT for the money I am paying.
- Location
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- Location
- Roehampton, London
- Reviewing
- BT
- Date
- 2016-10-31
- Comments
-
my broadband was connected a month late after having to call them on a daily basis to follow up call backs that never happened, after a month and 15 hrs plus on the phone they managed to fix the issue. a few weeks later i recieved my first bill which should have just been the delivery charge fr the router, instead i was charged £81 (my plan is only meant to be £30) because another mistake that they have made. i am still in the process of chasing my money. After this horrible experience I will be leaving as soon as my contract ends and not coming back.
- Location
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- Location
- Rokeby Inn
- Reviewing
- BT
- Date
- 2017-08-11
- Comments
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Lack of customer regard or care. Would not recommend to anyone wanting a land line and/or internet.
Recently, I got a letter from BT about our service, and when reading I found out that my mother's name was still on the bill, something I have trying to sort out for years, clearly with no progress. However two weeks ago something must have changed as when I woke on Friday 4th August, I found out I had lost all internet. As a business owner (hotel and restaurant) this is a major problem as I lost connection to all social media advertisement, but even more worryingly, all online bookings (resulting in me having to stop taking online bookings, a majority of my bookings). Customers and residents expect internet as it is advertised, so we had to apologise saying I will try and sort it out on Monday (with BT being closed after 5pm Friday until Monday). Things went from bad to worse when my son informed me that he couldn't phone us up. When enquiring further, I discovered that our phone number no longer worked (for no explained reason). I later found out the BT had changed our number without informing me. I was no a business owner with no way of taking bookings. Without internet, there is no way I can update my website or social media to my new unwanted number, and all my business cards have the incorrect number on. I had to last the weekend without any phone or internet connection (unable to take any bookings or get in contact with us for enquiries or reservation) hoping that it would be sorted by someone at BT on Monday. On Monday, I got in contact with a woman at BT and asked her to fix the change. I spent hours on the phone and made no progress. The next day I tried to get in contact with the same woman but it just rang through, no-one picking up as though she was ignoring me. As a result, I had to start the whole process again with another member of the BT staff. Once again, I spent hours on the phone (from 10 until 12:30) and made no progress. My wife then got in contact with someone else at BT, who promised to sort it out, yet we haven't heard back from him. I then recalled someone at BT and get through to another member of staff. This gentleman seemed to get really annoyed with me and was not polite at all. He told me that he would sort out the internet and phone problem in 24 working hours. It had now been 5 days without phone or internet, and was going to be a further 2 days. Any l business owner would tell you problems like this can put immense pain and stress on a business; financially, and emotionally. I waited 24 working hours, and still, no improvement. I recalled BT and when through the hours long process again, only to get told at the end that they would not be able to correct the phone-line and internet 'for at least a few weeks'. THIS IS OUTRAGEOUS! No small business can last weeks with no bookings, no reservations, and no enquiries. With a lack of customer service, or care and no-one from BT feeling any remorse, and worst of all, no apology for changing the phone-line and removing the internet with no warning, I would not recommend BT to anyone.
- Location
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- Location
- Romford
- Reviewing
- BT
- Date
- 2018-03-24
- Comments
-
I am BT customer for a number of years. My problem with the service is:
1-The service not reliable and can stop working for no reason. You spend time (hours) with BT support and the service come back and the question when will stop next time. It will not disappoint you until you see the Hub flashing.
2-Calling BT is old from the book customer (NO) care. Your call is important to us kind of. We are very busy and your call is important to us. The same story every time.
3-As a closed my bank account where the Direct Debit goes from the service get restricted and when I realised that (and it is my fault), I immediately paid by card and set up direct debit. I have been told the service will be back within four hours. But guess what. seven hours and the service not back. Then typical BT the time frame changed to 24 hours.
At the end I started looking around and I am moving away from BT. No need for the hassle of unreliable service where you can have a much reliable service from another provider and for less money.
- Location
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- Location
- ROMFORD
- Reviewing
- BT
- Date
- 2017-06-14
- Comments
-
Had to phone bt Three times as the broadband was slow very s l o w I mean very s l o w
- Location
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- Location
- Romford
- Reviewing
- BT
- Date
- 2016-05-18
- Location
-
- Location
- Romford
- Reviewing
- BT
- Date
- 2018-12-24
- Comments
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Always slower than what you are paying for. Done with BT.
- Location
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- Location
- Romford
- Reviewing
- BT
- Date
- 2015-11-12
- Location
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- Location
- Romford
- Reviewing
- BT
- Date
- 2017-05-19
- Comments
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We mostly see negative remarks against BT. I have never had a problem with the service received. I especially enjoyed the service received from an agent called Alden who called me regarding the BT Cloud Voice Service for my business. He did have a slightly foreign accent but good nevertheless. Keep it up guys.......
- Location
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- Location
- Romford
- Reviewing
- BT
- Date
- 2020-06-19
- Comments
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The internet seems to work when it wants to work. Recently i was having too many sessions where internet just stops working, especially annoying when i wanna play games with boys and the internet just disappears.
Disappointing because there is literally nothing to do during the lockdown.
- Location
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- Location
- ross on wye
- Reviewing
- BT
- Date
- 2021-02-05
- Comments
-
we changed from postoffice to BT and the difference is amazing love the design of the BT router within an hour our internet was transformed fast clear phone line 10/10 thankyou BT recommended people
- Location
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- Location
- Rossendale
- Reviewing
- BT
- Date
- 2018-03-24
- Comments
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They are just about making money and increasing charges. They continually increase the cost and tell you they can’t reduce it, yet they offer new customers cheap deals. They make it difficult to exit their contract and if you change anything your 18 month contract automatically renews. This industry needs regulating it is disgraceful how they operate. These are meant to be industry leaders.
- Location
-
- Location
- Rosyth
- Reviewing
- BT
- Date
- 2009-07-28
- Comments
-
Shocked and disappointed by the results of the speed test
- Location
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- Location
- Rothbury
- Reviewing
- BT
- Date
- 2016-05-16
- Comments
-
If I could put negative stars I would. Fault on Broadband and TV reported 17days ago ( and counting) They have done nothing to resolve after continually chasing. If there was another fibre network in the area I would swap. Customer service is dire
- Location
-
- Location
- Rothbury
- Reviewing
- BT
- Date
- 2016-05-16
- Comments
-
If I could put negative stars I would. Fault on Broadband and TV reported 17days ago ( and counting) They have done nothing to resolve after continually chasing. If there was another fibre network in the area I would swap. Customer service is dire
- Location
-
- Location
- Rotherham
- Reviewing
- BT
- Date
- 2015-01-18
- Location
-
- Location
- Rotherham
- Reviewing
- BT
- Date
- 2017-03-18
- Comments
-
I'd like to place on record that BT are useless. Moved house recently and decided to stick with BT. They cancelled services at old house 3 days too early. Taken nearly 2 weeks to activate BT services at new house. In the meanwhile they sent two BT smarthubs to new house. On activation day line wasn't activated. Phone BT call centre in India to report issue. On hold for half an hour and got transferred to another department and then cut off. Phoned again in the morning to report fault and they booked an openreach engineer to come this morning. Openreach engineer called me to ask where am I and I said at home. Found out that they've sent the engineer to the old house! Can't reschedule for today so cancelled BT altogether. Luckily Virgin provide in my area so going with them. Stay away from BT if you want to avoid frustration, poor customer service and belligerent attitudes.
- 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.