3,590 Customer Reviews over 90 pages
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- Location
- East Sussex
- Reviewing
- BT
- Date
- 2016-10-31
- Comments
-
The worst customer service imaginable.
It started with them sending the engineer round to install the broadband and TV on the wrong date on 3 separate occasions. When they finally got the date correct the engineer wasn't given the correct equipment to install the service I had ordered. This was topped off by them charging me for the 3 months between when I put the order in for the service and when it was finally installed and I was able to use it. This is something others I have spoken with have also been a victim of so be aware they should only be charging you for the time in which you have use of the services.
Once up and running the internet was slow and this also impacted their TV service as most of this runs off the internet. I was paying for Infinity 2 which they say will be up to 75Mbps and a minimum of 35Mbps in my area, however when I finally got round to testing the speed I was receiving 1Mbps.
This has now finally been fixed after a month with many, many calls to their customer service line and two engineer visits, one of which was sent on the wrong day again (luckily I was in on this occasion). The engineers are great and the second one has fixed the problem and it is now working correctly however the people in the call centre never call back when they say they will and when you call them they tell you you have to wait for a call back from the person dealing with your complaint so they just book in another time slot for them not to call you back in again.
Be careful to make a note of any calls you make and any engineer appointments you make and keep it as when I spoke with them about compensation the date they gave for the fault being resolved was 10 days before the engineer had been round to fix the problem.
After all of this they said that if I wanted to leave the contract I would have to buy myself out even though they haven't provided the service I had signed up for, I will never be using BT again and I would strongly recommend you consider another provider.
- Location
-
- Location
- Bedford
- Reviewing
- BT
- Date
- 2017-07-15
- Comments
-
absolute scammers
- Location
-
- Location
- uk
- Reviewing
- BT
- Date
- 2018-02-19
- Comments
-
Can not wait until contract is over. always losing connection, its the worst internet we have ever had. the router is rubbish.
- Location
-
- Location
- Aldershot
- Reviewing
- BT
- Date
- 2010-04-28
- Comments
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Poor speed and disconnects of its own accord. Pay for 8mb and recieve a high 1.5, finally called BT and they said we where in a low demand area, although we are in a high competitive area, was also informed on upgrade the connection was due to be upgraded, this was 4 years ago???? Seriously considering changing to another provider
- Location
-
- Location
- Reviewing
- BT
- Date
- 2018-04-16
- Comments
-
I had BT for a month,I received first bill with EXTRA charges £190 only god knows what for, straight cancelled what cost me £500, avoid BT seriously
- Location
-
- Location
- Riding Mill
- Reviewing
- BT
- Date
- 2018-07-18
- Comments
-
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
-
- Location
- Exmouth
- Reviewing
- BT
- Date
- 2014-11-01
- Comments
-
2 months ago I've moved in, started with a normal DSL pack after a month I saw that it was very slow so I upgraded to BT Infinity 1, the speed tests continue with the same download speed and upload speed,
4 days ago, there was an planned outage in my area to "upgrade" the speed of my connection, so I've called BT since I had no internet since the morning, they said there was a planned outage until the next morning, 2 days passed and still no internet, called BT there is still a planned outage going on.... next day called again, for my surprise the planned outage was over and I had no internet so after 30min they opened a case to escalate to the 2nd line team, witch called in the morning so was fast, the guy called me (today) to check if there was still no internet, which I confirmed, after 5 minutes he calls me back saying that there is a problem and they need to send an engineer, next available date 10 November, so, after 4 days with no internet because of a 'planned outage' I still have to wait more 10 days for an engineer... to come and check my house.. which was good before the planned outages, me as a new customer I'm really disappointed with this type of service, expertise and customer service, as soon as possible I will definitely change to another provider.
- Location
-
- Location
- london
- Reviewing
- BT
- Date
- 2015-10-15
- Comments
-
Still confused as to how these guys have any customers at all. I have the misfortune of dealing with BT professionally and personally. Both experiences equally tragic. They are 100% incompetent, they lie and the customer service provided is not only Pharisaical but quite stressful and a complete waste of time. The speed is rubbish, often dropping and very very slow. It took them 3 weeks to take the line over from EE when we switched in our home, An engineer failed to show twice and in total we were without internet for 6 weeks and the hours spent on the phone makes me feel so angry.the converstaion during which i finally told them to cancel the contract took 1 hour and 13 minutes. eventually when we cancelled altogether after weeks of lies and no shows sky had internet sorted within the week. Shocking, below sub standard joke of a company. Id advise anyone thinking of using them to steer clear and well clear!
- Location
-
- Location
- Peterborough
- Reviewing
- BT
- Date
- 2022-05-28
- Comments
-
Broadband drops in and out as it pleases leaving you unable to do anything don’t even contemplate watching a tv program it won’t happen then expect a really long wait on the phone if they pick up at all ! To just be told well I can’t see a fault so if you want an engineer it’s at your own cost ! Worst customer service ever even though I can provide speediest of less than one mg apparently as that’s still getting internet it’s ok although it won’t load their homepage either
- Location
-
- Location
- egham
- Reviewing
- BT
- Date
- 2016-11-17
- Comments
-
After suffering repeated outages and slow internet speeds etc I decided to give Demon Vodaphone the boot and swap over to BT Business Infinity and BT Business Telephone line - two separate lines. The orders were placed, the hub was ordered, Demon were given notice of the take over and every thing was set for the grand swap over on the 31st of October. On the 25th of October no router had arrived so i rang BT Business - hello said I - where is my new router? Oh dear said they - your order has been cancelled - why said I - we don't know - turns out their office in India cancelled the order because they could. The manager from BT Business re-instated the order for the 31st - India cancelled it again - and so it went on - round and round and round - BT UK would order the service - then India would cancel it. I now have a temporary service on the voice line - so we have a choice of dodgy voice or intermittent sloth like broadband that is even slower than Demon and also more unreliable - plus the Hub-5 that screeches like a fish wife and glows like a nuclear reactor! All along BT tried to blame Demon - today I got an email from Demon proving that BT had been fibbing - they were waiting to vacate the line and had been since the 14th of October. BT even had the temerity to say that my BT phone was the cause of the problems - it was never a problem when the Demon was there! Customer Service is a joke - even when escalated up to the Chairman's Office gavin.e.patterson@bt.com in case any one wants the address or sme.service.scotland@bt.com - 0800 085 3662 - not that it got any where - 17th of November and I am still waiting.
Any suggestions about what to do next would be very welcome
- Location
-
- Location
- Liverpool
- Reviewing
- BT
- Date
- 2017-11-22
- Comments
-
Awful services!! No channels work get told on the phone just to watch on catch up? Disgraceful can't wait for my contract to end!!! Will be telling all family and friends not to go with this company!! Also when on phone to customer service your passed on to other people constantly bein told different things each time. This company needs to sort it's self out disgrace.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2018-01-13
- Comments
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OMG if anyone wants to get Broadband from BT - DON’T, been with them over 15 years and my B.B. went down between Christmas and New Year, first call for anyone employed was for today, so 2 weeks later, I waited for someone to come to be today, then first call “yes they are coming give them to 9am”, second call “oh it wasn’t booked properly so can’t do it till next Saturday”
Now three weeks no internet and used phone data and been told will not be reimbursed for that either. So Customer Services now less than 0%.
Sorry forgot to advised been on phone to them for over 4 hours all in all. So save yourself from the frustration and go hit your head against a wall as you will end up with the same pain. Go with any other supplier as though their customer service is also rubbish you will save some money.
Very frustrated BT loyal (until now), customer
- Location
-
- Location
- LONDON
- Reviewing
- BT
- Date
- 2009-11-04
- Comments
-
£21 every month for 1.1mbps,what is this?
- Location
-
- Location
- Ilford
- Reviewing
- BT
- Date
- 2014-08-15
- Comments
-
I would echo most of what people have already said regarding BT. The broadband worked for 2hours and then stopped. The customer service is also terrible. The staff are content trying to defend the poor service and don't listen. I switched to Virgin and I am glad I did. I had to cancel on 3 occasions as the service was still running.
- Location
-
- Location
- Croydon
- Reviewing
- BT
- Date
- 2018-11-23
- Comments
-
Absolutely disgusted with BT! Have cancelled service within 14day cooling off period because they have failed to instal my new phone line and broadband on 2 occasions and failed to send engineer despite promising a visit todaySpent hours and talked to many agents on phone to no avail so have cancelled the service.BT are utter rubbish and I advise you to avoid them like the plague!
- Location
-
- 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
-
- Location
- tewkesbury
- Reviewing
- BT
- Date
- 2016-02-29
- Comments
-
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
-
- Location
- Nuneaton
- Reviewing
- BT
- Date
- 2016-08-17
- Comments
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We moved to a remote part of Warwickshire 4 weeks ago. So wasn't expecting great speeds. Bt took 2 weeks to connect us. It ran for 4 days then went down on the 9th august.
I was promised by bt it would be repaired on the 11th, 15th and 16th August. ....I'm still waiting...no update from bt of progress...another call and put on hold for another 35 mins I guess....I DON'T RECOMMEND BT!!!
- Location
-
- Location
- Grange over sands
- Reviewing
- BT
- Date
- 2020-02-24
- Comments
-
Just had my final bill come in. I have been a customer of bt for the last five years and never missed an expensive monthly payment. My final bill is a criminal £307 that is literally just my cancellation fee! Won't ever be using BT again
- Location
-
- Location
- Rokeby Inn
- Reviewing
- BT
- Date
- 2017-08-11
- Comments
-
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
-
- Location
- Orpington
- Reviewing
- BT
- Date
- 2017-08-16
- Comments
-
The worst internet broadband provider ever compare to virgin and seethelight. BT with his customer services officers are the worst in the business. I am paying £44.96 for phone and infinity 76mb. My internet is always dropping and the speed is rubbish. BT it has sent me 7 internet hubs and open reach engineers to try and resolve the problem. Customer services officers in Dakata are very rude and unprofessional. Sent email to complaint to BT over a week ago, a lady called Pooja ring me from India asking me for my full name,address, telephone without introducing herself, I have to forced her name out of her mouth. BT has refused to compensate me for the inconvenience and time taking off work . I will never recommend BT to anyone.
- Location
-
- Location
- Lancashire
- Reviewing
- BT
- Date
- 2014-05-24
- Comments
-
I really would not advise bt to anyone, the customer service is awful. They ignore you when you tell then you want to cancel your broadband, then have the cheek to ignore letters and do nothing about it. They still keep sending me bills because they are too lazy to cancel. Worst service i have ever received.
- Location
-
- Location
- Stratford on Avon
- Reviewing
- BT
- Date
- 2015-03-28
- Comments
-
BT, Bt when will you begin to become the leader in communications. I wish I could tell Sid how crap you have become since privatisation. A useless company that does not want customers. I am constantly surprised as to why customers do not move from BT. On a monthly basis complained about Broadband connection. Finally agreed that Router was at fault but wanted me to sign another contract before sending me another router!! Well I am in the process of moving elsewhere!
- Location
-
- Location
- Rhiddlan
- Reviewing
- BT
- Date
- 2021-04-17
- Comments
-
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
-
- Location
- Matfield
- Reviewing
- BT
- Date
- 2019-07-30
- Comments
-
There has been a major issue with our broadband we have been without Broadband since 19th July, tried to update to a BT Plus customer on the 22nd July to upgrade to fibre. 10 days later we still have no broadband and I have been told this morning that our upgrade order has not been accepted yet due being stuck in their system and wont be connected at the earliest on the 1st of August, when we might get our broadband connection back. BT blame their supplier - meanwhile we the customer have to suffer!! it seems incredible that in the modern world that we live why they cant sort this problem out! The BT Mini hub supplied as temporary fix is practically useless. I will definitely be looking elsewhere after this distressing and frustrating experience!!!
- Location
-
- Location
- sussex
- Reviewing
- BT
- Date
- 2022-05-28
- Comments
-
went out of contract with bt and bill crept to £67.00 for broadband and bt sport which is charged in advance i paid this but then phoned for a cheaper deal on new contract for the next month bill they assured me bt sport would stay connected till end of term i paid for and then the next day i was cut off so misled and misold as a customer of some years i was disgusted i phoned and was told i would get a refund for lost services i had paid for in advance not good enough am cancelling new contract within first 14 days and wont be back beware i needed a cheaper deal so was to cancel bt sport at end of the month but they lied all recorded beware if your an old customer it will not benefit you not acceptable
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2022-11-22
- Comments
-
Got an offer, cancelled previous provider, get cancellation fee and BT can arrange engineer appointment in January 2023 - so we should be without broadband 2 months - I resigned. left frustrated, angry and £300 cancellation fee to be paid. Rubbish company
- Location
-
- Location
- Lodge
- Reviewing
- BT
- Date
- 2016-07-24
- Comments
-
Terrible, always goes down even when nex to the hub, pages are slow to load, videos buffer and fail its a general crap service
- Location
-
- Location
- Swansea
- Reviewing
- BT
- Date
- 2022-10-12
- Comments
-
As I’ve not had any proper broadband from BT since I signed up in June I can only say it’s an appalling company. Had years of fine broadband from Sky but decided to sign up to BT offer - biggest mistake I ever made - I’m in a street with the broadband link a few feet away and after nearly six months still no connection from BT who constantly blame Openreach and have effectively washed their hands of me for months - avoid BT
- Location
-
- Location
- Dagenham
- Reviewing
- BT
- Date
- 2017-06-02
- Comments
-
Really surprised with the quality of service provided by BT Broadband - as a first time customer when i was joining BT - i was promised a lot of things but when it came to delivery - they dropped the penny. Broadband Speed which I receive from BT is less than 1MB per second. When i called up customer care to complain they said the lowest ever speed will be 512Kb per sec. i was better of using a phone line modem to connect to Internet instead of using BT then. Will not recommend BT. I was charged from the time when BT had not even setup the connection and then going through customer care to explain it back to them was another step. So all in all not at all a great experience. Will not want to recommend BT based on my experience.
- Location
-
- Location
- DARLINGTON
- Reviewing
- BT
- Date
- 2009-07-30
- Comments
-
absolutly pathetic product and service , always get through to an Indian call centre and the staff don't seem very knowledgeable ... cant wait till contract is up will certainly move supplier
- Location
-
- Location
- Dartf
- Reviewing
- BT
- Date
- 2018-05-15
- Comments
-
Absolutely terrible service. From what used to be a very reliable brand, this is now one of the worst. For the past 4 years I have had nothing but issues with BT broadband. Along with BT Sport my month bill is just shy of £70 per MONTH! With that I get a maximum speed of around 4mbs. That is a 10th of what it should be. I am constantly resetting the router.
Whenever I call(ed) BT I get a foreign call centre and have a lot of trouble understanding what they are saying. They take me through troubleshooting steps, which I know and memorised. When they get to the end of the steps they advise me about sending an engineer out at a cost of around £100 (if the fault is that of my own). I have since started a new broadband contract with Sky (who I know aren't the greatest - but surely cannot be worse?) I have managed to reduce my monthly combined bill of TV+Broadband by almost £50 per month.
I am so fed up of BT. Overpriced, overhyped and just plain thieves.
- Location
-
- Location
- Purfleet
- Reviewing
- BT
- Date
- 2018-09-20
- Comments
-
Terrible costumer service with poor broadband network provided i have 4g network on phone faster then their cable connection dint get any help from-the operators are just passing my call from one to other put on hold and then close the call.
They charged 30£+ extra a month at the end of contract refusing to give any money back or offer you a deal.
What BT are doing is lure good deal with new costumers and as soon are hooking you on contract they just ignore you but are very good on charge extras.
For the peace of mind stay away from them unless like me you had no other options as they run all lines
One star ratings is too much for them.
- Location
-
- Location
- Minehead
- Reviewing
- BT
- Date
- 2015-10-15
- Comments
-
Being charged for Engineer call from my line. Yes, really!
Shockingly bad. No broadband available from my line and no refund for line rentals. Broadband fault booked 4 times. First engineer no show. second engineer was a line engineer altho a broadband fault, could do nothing. third engineer the same. Forth Engineer was a broadand engineer and confirmed that no broadband available as too far from exchange. Whole thing took over 2 months to resolve. BT are refusing to honor promise to refund line rental as they say the line was used to make a call. The paper bill requested arrived this morning and I've been charged for the engineers call to BT's automated line test center in Derby. 50 seconds, 27p the number is 01332758773. And on that basis a refund has been refused. Have you been charged for an engineers call. Check your bill! Got broadband via a mobile device from a well known mobile company. THE SAME DAY! It works too.
- Location
-
- Location
- Finchley
- Reviewing
- BT
- Date
- 2015-10-28
- Comments
-
I'm actually in the same boat as the others customers with their reviews!!! This is a major mistake I made getting BT ... TV, Phone, Broadband... I got it all. I'm still waiting to get my Phone and broadband to get fixed. It's been a week! I had an engineer calling me asking me how long I have been with out broadband... He then tells my wife that someone had changed my phone connection into someone else's in those green boxes you see on the road. Ok, so I thought yeah, that's fixed. Got home nothing!!!! Checked online ... It tells me that it's fixed!!!! Sky overpriced, but the service is there!!!shame on this British company that calls it self British telecom !!!! Fix up!!!!
- Location
-
- Location
- East Boldon
- Reviewing
- BT
- Date
- 2016-04-23
- Comments
-
I have infinity 2 and get less than infinity 1 speeds - It was better until I cancelled BT Vision - now they are saying line speeds have increased but ours has fallen by around 5mbs and the drop out rate has increased. They give it away to new customers but charge older ones more and ore fort less and less service and trying to contact them or get a straight response is beyond my comprehension. Overall pretty dismal service.
- Location
-
- Location
- westbury
- Reviewing
- BT
- Date
- 2017-01-08
- Comments
-
poor speed and when I try to upgrade to infinity it does not recognize my address or in fact me as a customer
- Location
-
- Location
- Essex
- Reviewing
- BT
- Date
- 2017-12-15
- Comments
-
The Wpic saga of trying to get our broadband connected continues. After being notified that we were to be connected on the 12th of Dec by midnight, then notified again by text on the 13th of Dec that we were to be connected, I called early on the 14th to find our order was "fake". The whole order had to be re-processed (it had already been delayed by five days). Our new date is the 2nd of Jan. Highly annoying with two kids to entertain (Netflix), visiting parents who want to Skype and expensive having to purchase extra phone memory. Cheers BT for nothing. The call centre has been a customer service disaster zone. My advice avoid BT like the plague for broadband, there's a reason they rank so poorly in reviews. They've certainly tarnished our Xmas to a degree.
- Location
-
- Location
- Bromsgrove
- Reviewing
- BT
- Date
- 2022-05-29
- Comments
-
The worst customer service, you can explain the situation a thousand times and get a brick wall of a response. The “unbreakable” internet we pay a fortune for consistently breaks or is unstable, and yet there is no compensation for this at all in the slightest. What a waste of money and so avoid this if you can.
- Location
-
- Location
- Dover
- Reviewing
- BT
- Date
- 2024-03-05
- Comments
-
Shockingly bad broadband. Doesn’t even reach the speed guarantee they advertise. Drops connection most evenings and throttles back. Don’t recommend at all. AVOID!
- 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.