3,590 Customer Reviews over 90 pages
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- Location
- New York
- Reviewing
- BT
- Date
- 2017-07-11
- Comments
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igYdBs This is a really good tip especially to those new to the blogosphere. Brief but very precise information Appreciate your sharing this one. A must read post!
- Location
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- Location
- Bristol
- Reviewing
- BT
- Date
- 2018-07-15
- Comments
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Have had problems about 1 month ago when broadband was dropping ...got through to Dublin almost straight away and they found out it was a problem at their end.
Worked OK for a month then dropping again ...got through to Dublin again...after checking - it was a problem at our end- identified as the very old Hub2. We received a new Hub4 by post the next day.
- Location
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- Location
- pensby wirral
- Reviewing
- BT
- Date
- 2009-11-14
- Comments
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not as fast as thay saytake no notice of claims on tv
- Location
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- Location
- Gloucester
- Reviewing
- BT
- Date
- 2016-07-11
- Comments
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BT, once a nationalised business, was privatised, sold its mobile business (surely the most stupid decision ever!) and has now made a bold leap into the world of glossy marketing and advertising, as well as a brave foray into the sports broadcasting arena. It has the underlying telecoms infrastructure, and is expanding the fibre broadband network, improving the speeds of many householders. All of the openreach engineers I have interacted with are helpful nice people, likewise the call operators.
Its customer services leave a great deal to be desired. When I say customer services, I am not referring to the individuals who are on the end of the phone (who are friendly and professional), but the underlying processes, and the design of their customer interface systems which are devious and designed to obfuscate.
BT is far too aggressive in its wish to sell sell, sell. I would happily jump ship to another supplier, if I could. Sadly I have 9 months left to go. BT's website is designed as a glossy magazine style space for selling BT's 'products' rather than a broadband and TV supplier website oriented towards the customer. It's single aim seems to be to sell more 'products' as it calls them. You cannot cancel a service, you enter into another 'product'. It's very odd, and smacks of contractual requirements from which it is hard to extricate oneself. Nothing can be cancelled online, you must call the BT call centres, usually busy, and often in India, where you will get conflicting advice from the customer advisors. For example. I was told that I would be eligible for a partial refund for my poor performing broadband - I was paying £45 a month, including £18 for a phone line which I don't use, for 17MB connection, when in fact I was getting 6MB. I thought it reasonable to ask for a partial refund, and I was told that would be acceptable, once the problem was fixed. I was later told that I would not get any refund for a service which was poorly performing, only when it was non-existent, and that it would be up to me to demonstrate that the service was poorly performing.
There is no doubt that the underlying tone of a business comes over in all that it be. I find BT to be way too aggressive, and not remotely bothered about keeping its customers happy. We pay a lot of money, and we must ask ourselves, are we getting value for that money? I don't feel that I am. As soon as I have an alternative, I will be cancelling my contract ith BT and going elsewhere, and customer service will be my first priority. A company which treats its customers as a cash cow, to be exploited for maximum financial gain, does not deserve any of my hard earned, hard taxed money. Dear BT, try becoming customers of Virgin Media and see what 'customer services' is really all about. Piss off your customers, and as soon as they have an alternative, they will disappear. You have been riding your monopoly benefit for far too long, and you don't deserve your prized position
- Location
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- Location
- Leamington Spa
- Reviewing
- BT
- Date
- 2017-05-05
- Comments
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At the extortionate cost of £62 per month I am looking to change provider from BT to another. Although BT has been responsive to any issues, making improvements within a matter of days and being quick to answer the phone (comparatively), I am optimistic that this service can be available at a lower cost - my energy bills have certainly improved since moving away from the "big 6".
- Location
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- Location
- Brighton
- Reviewing
- BT
- Date
- 2017-07-26
- Comments
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Beware of all BT charges, transparency
Recently advised BT the required 30 days’ notice (not to renew) prior to the renewal date (late August 2017) of the 12 month fibre optic broadband contract.
Although this contract will end after the 12 month contractual period (no early cancellation), I still have to pay the £31 charge for stopping BT broadband, the cessation fee.
On commencement of the contract BT charged for broadband setup, router postage amounting to £56.95 (disclosed and transparent). Normal monthly broadband charges apply (disclosed and transparent)
This cessation charge of £31 was not transparent and mentioned when I took the service 12 months ago and was only brought to my attention when I decided not to renew the BT broadband contract.
Ofcom should enforce that all charges associated with a broadband contract (upfront and cessation charges) are clearly highlighted/disclosed and made transparent in all marketing information by relevant companies offering such services.
- Location
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- Location
- Oxfordshire
- Reviewing
- BT
- Date
- 2010-10-16
- Comments
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We have BT Broadband Option 3, with a Home Hub v2.0 (wireless n). Performance is pretty good (7MB download) but the connection has a nasty habit of going down 2 or 3 times a week.
The hub is great - we have 3 PCs wired into it, and run my daughter's laptop, 2 XBoxes and 1 PS3 all wirelessly onto it. Performance wise it is very good.
Customer service wise though BT are a laugh - rather like a bloke trying to get into a woman's pants they will say anything to you, and afterwards they will dump you and ignore you.
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2009-08-07
- Comments
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The response from BT is good, but you are talking to somebody in India, although they are always polite and helpful, it is sometimes hard to understand them, I was told I could achieve up to 5megs if I went with BT, for months I never got more than 485 kbps downloading, I tried every way to try and improve the speed myself, but to no avail, I bought and fitted an Iplate, but got no improvement, I have spent endless phone calls to the BT help desk, they have eventually got my speed up to just over 2 megs downloading and around 450 kbps uploading,
- Location
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- Location
- Midsomer Norton
- Reviewing
- BT
- Date
- 2018-03-14
- Comments
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As my current BT broadband/calls package is costing £37.99pm, I checked on BT website to find that "new customers" can get the package for £24.99. So I used the online chat - after a very long wait for an adviser - to ask if I could get a cheaper deal (or quit BT!). Eventually was rung and passed over to a sales adviser to whom I complained I felt I was paying too much and what better deal could he offer. He first offered a contract which was only £6 cheaper, then when I prevaricated he offered a 2 yr contract at £29pm - but only if I placed the order there and then (altho I would have 14 days to cancel on receipt of their confirming email). It was stated that if I didn't take the deal today, there was no guarantee it would be available on a subsequent enquiry!! Needless to say, I told him I was going to explore a different provider, and I hung up!! Bully boy tactics I will not abide.
- Location
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- Location
- Cartmel
- Reviewing
- BT
- Date
- 2020-01-16
- Comments
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I have had BT broadband for the past 5 years at my current address and am paying £52 a month for super fast broadband 1 which is far too much. Went on the BT website and found that new customers can get the same service for £29.99 and then £37.99 after 24 months. I phoned them up to 're-negotiate' a new contract and was told that was what was agreed when I took it out so they can't give me a better deal. I told them I will leave if that's the case so she 'spoke to her manager' and said they could give it me it for £45.99 a month - still £8 a month more than a new customer once out of contract.
I've signed up for this price as I've never had a problem with the speed/reliabilty etc and looking at reviews for other providers they all seem worse than BT (unable to get Virgin in my area.)
It is disgraceful that a loyal customer should have to pay more than a new customer though.
- Location
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- Location
- Midlands
- Reviewing
- BT
- Date
- 2015-11-18
- Comments
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Apart from the initial sales process the support is appalling. BT have changed my phone number 3 times, they blamed the initial change on Virgin (?) and they have never accounted for the other 2.I switched to BT from Sky last April. My main gripe is the dropping of the internet to my Windows 10 laptop, the MyView and the 2 Nexus we have. It think it might be a BT security problem as resetting the router fixes it, but is a pain. BT have replaced the router but this hasn't fixewd the problem. The technology is brilliant I get a consistent 37Mb download speed, the roaming WiFi service is good and has a lot of convenient access points. The new router fitted through the letterbox so I didn't have to callect in 48 hours later from the sorting office. If I had never had to talk to them I would think the system excellent. I switched from Sky who we inherited from O2. Sky had excellent customer service, I only moved away because of the cost for the new year after the intro, there roaming service is also very good but the coverage is less.If I can a deal I will go back to Sky.
- Location
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- Location
- glasgow
- Reviewing
- BT
- Date
- 2018-03-01
- Comments
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As I was not sent a email bill I was not aware until later that there was a mistake in that bill. I had been charge for a service I do not have namely B.T. Sports .
no WS63038094
- Location
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- Location
- Uk
- Reviewing
- BT
- Date
- 2018-08-15
- Comments
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It took years for this company to learn the lesson of having UK based call centres. Now it needs to stop spending vast sums on t.v. advertising,computerised answer systems and its preoccupation with the idea that all the customer wants is to watch sport,especially soccer. This company needs to invest in PEOPLE. To improve the dismal customer care they currently provide.I simply want to ring up, talk to a human who can provide the information or help required or connect me with another human who can.Unfortunately that would require an outbreak of common sense and upset the share-holders.The company is ,however, extremely adept when increasing the price of service.This no doubt makes the share-holders happy and profits can be spent on adverts to avoid over-taxation.There must be better out there...
- Location
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- Location
- Chard, Somerset
- Reviewing
- BT
- Date
- 2015-08-27
- Comments
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We are just on standard broadband as connected directly to the exchange (95yards). Download speed is about 13mbps, so not too bad. The service dose drop out every now and then, but generally not too bad. Customer Service is time consuming, but they sort it eventually.
- Location
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- Location
- Bridgend, Wales
- Reviewing
- BT
- Date
- 2009-08-18
- Comments
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Download speed is a rubbish 400kbps!!
- Location
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- Location
- High Wycombe
- Reviewing
- BT
- Date
- 2018-02-20
- Comments
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When it works everything id good , when it does not you are in a sue for a call centre in India. SHOCKINGLY poor customer service. Very nice & friendly but totally ineffective. To solve issues with Mac network connecting to BT home hub I ended up calling apple (sorted) - BT hopeless
- Location
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- Location
- Brockenhurst
- Reviewing
- BT
- Date
- 2016-09-12
- Comments
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Recently moved from ancient router to shiny new bt infinity as soon as it was available in our area. Supposedly creaky old broadband was 100% reliable. Supposedly much better shiny new infinity regularly goes offline in the evenings and sometimes during the day too. They forgot to mention that by "upgrading" we'd be degrading the reliability of our service.
- Location
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- Location
- Lincoln
- Reviewing
- BT
- Date
- 2020-10-25
- Comments
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Would not recommend this provider - their constant aim is to keep you as a customer - far too many scam callers on my BT land-line when i have NEVER disclosed my land-line number to anyone EVER
- Location
-
- Location
- Reviewing
- BT
- Date
- 2017-06-23
- Comments
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I have been a BT customer for only a couple of months and I have had the worst customer experience of my life. After signing up for their deal with a usage cap, I was unable to log in to my BT email account because of an error message, which meant I did not receive any emails about my usage. So my bill was £100 for 1 month. After wasting hours of my time on the phone trying to fix my email over 3-4 weeks they have still not fixed the error message. In the meantime I upgraded to infinity and the representative even said to me that it was the end of his shift as an excuse as to why his system was failing to accept my email address format when upgrading! In the end he was laughing at the system because he knew how dumb it is! The residential team even referred me onto the business team to fix the email issue, to which the business team joked back at me saying how dumb the residential team are at referring them on to the wrong team. In the end I have received a total of approximately 10-15 calls from BT some of which took an hour and my BT email is still not working. What a total waste of time!
The broadband speed is ok but everything else awful, avoid BT they will leave you feeling angry and annoyed and helpless.
- Location
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- Location
- Isle of Wight
- Reviewing
- BT
- Date
- 2017-03-08
- Comments
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Unbelievably contemptuous company that could not give one stuff about its customers. Just joined them and immediately had a price hike. Yes I can leave but what a way to do business.
How can Ofcom allow this company to trade when they openly brag that "We can change any prices and terms during your contract"???? Totally unfair contract term. Absolutely disgusting way to treat customers one month into their contract.
- Location
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- Location
- G
- Reviewing
- BT
- Date
- 2018-05-12
- Comments
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I've had many connections before this one and out of all of them BT is defiantly the worst. When first looking at the connection it looked like a big upgrade from the other connections I’ve had in the past, but it was a complete lie. Although the connection is reasonably fast most of the time, it shuts down and has trouble connecting at the worst of times which is 10x worse considering I’m an avid gamer. Even fixing the connection is more trouble than its worth with it taking about half an hour to get it back up and working properly again. The amount of inconvenience this broadband has caused me is unbelievable and I recommend looking for literally any other service provider.
- Location
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- Location
- Midlands
- Reviewing
- BT
- Date
- 2016-01-06
- Comments
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Product (infinity 2) is drastically overpriced, but it works,isn't too slow, no complaints about service! Router isn't bad either :) but, when asked if I want to keep my phone number I said yes, they changed it, I've since called 10+ times and the only thing they've managed to do is change my number to another completely random number, ridiculous. I was also unable to login to my BT, so unable to pay bills and see details for 3 weeks, this has since been sorted. Customer service is terrible. Bt is good, if it goes to plan.
- Location
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- Location
- Eastleigh
- Reviewing
- BT
- Date
- 2016-03-28
- Comments
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I moved house in January and took 2 weeks and many hours of phone calls to get my broadband infinity connected as the original order was cancelled but the new order was not put in by the customer service assistant they then charged a £130 connection fee even though i was an existing customer and again several phone calls to get my money back. one of the calls lasted 2 hours and i was put through to 8 different people. Absolutely appalling service. I am now trying to upgrade my TV package and have been informed there is a fault on my account. I was told last weekend after speaking to 3 different people that this would be fixed and I would be contacted but so far nothing. I phoned today to chase to be told that they needed to submit the fault again. This was obviously ignored the first time. I will be phoning every day until this is resolved. Hurry up Virgin Media in my area!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-05-07
- Comments
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Absolute rubbish in terms of service. BT keep putting my monthly broadband payments up every couple of months. For an example one month I can be paying £38 and the next £65. I have contacted them numerous times in regards to this. I have an unlimited package and I do not use the landline so I do not expect my monthly payments to be fluctuating like this. I have 4 months left on my 18 month contract and then i'm leaving! I cannot wait!
- Location
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- Location
- Slough
- Reviewing
- BT
- Date
- 2022-03-10
- Comments
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Broadband speed and reliability are as advertised, without delays or disruptions in service.
However, if you want to cancel your contract beware that if your cancellation date falls even one day into the new billing cycle, you will be charged the full months amount. God forbid you cancel the DD because you will get a CHEQUE!!! Never had the same problem with Hyperoptic or Virgin, unfortunately these two did not provide their service to my area at the time as I would have gone with them instead. To sum it up, there are better otpions out there, pick anything but BT.
- Location
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- Location
- sunderland
- Reviewing
- BT
- Date
- 2015-09-01
- Comments
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I tried to cancel my service with BT 6months ago as I thought I had a 1sr contact but they informed me my broadband was for 18 months. so I rang them today to tell them I will not be renewing my contract which runs out on 17th September. I was told that the service will cease on 9th of September. I said no on 17th September.so he said he changed it and that I will receive an email to confirm and low and behold I have received the email with the 9th of September. I am so angry. and I have also been told that I have to pay a £30 charge for not renewing my contract. is this right????. never again
- Location
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- Location
- Notts
- Reviewing
- BT
- Date
- 2016-10-18
- Comments
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In terms of the speed and reliability things are great. The problems with BT start at installation - They made a real mess of my property when installing. It then took hours of chasing to receive the incentives they advertised as part of the broadband offer (vouchers etc). Things then get worse if you ever need to call them to adjust anything in relation to your service. Their online customer service is appalling. After months of terrible service i decided to let my 12 month contract end without renewal, only to be charged £31 for the privilege of not renewing. Really would suggest avoiding BT even they have the lowest price in your area.
- Location
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- Location
- North Tyneside
- Reviewing
- BT
- Date
- 2021-06-07
- Comments
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On moving to BT, my elderly, hard-of-hearing grandparent intended to retain our phone number, but this did not happen (whether through misunderstanding or miscommunication). We were only made aware of this months later when our original number was deprecated by our previous provider, and we contacted BT to inquire what was happening. We're now outside of the period BT would allow us to reclaim our original number.
The problem is that BT did NOT notify us of the change of phone number. Had they done so, we would have been able to promptly rectify whatever issue led to not retaining our original number, and we would have been able to reclaim our original number within the allowed time period.
The agents I've spoken to have been nothing but helpful, I cannot fault them and I understand there's nothing further they can do to help, but the failings of BT's processes have resulted in an easily avoidable issue and inconvenienced my elderly grandparent.
- Location
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- Location
- Battle, East Sussex
- Reviewing
- BT
- Date
- 2019-10-21
- Comments
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I have been trying to add "complete wi-fi" on to an existing package. This costs an extra £8 per month but would solve issues we have with thick walls. To sign up, our BT TV package will only last 18 months and BT broadband 24 months. This will mean a 6 month gap and pressure to sign up for another contract with BT. This is a risk that could be too costly. Very disappointing.
- Location
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- Location
- Olney
- Reviewing
- BT
- Date
- 2024-02-06
- Comments
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If they weren't this big they could easily be labelled as scammers. I've been with BT since they were under the EE name and when my contract ended, they didn't bother to tell me and put the prices up. I paid extra like an idiot for over a year because I don't check my contracts. Once I've renewed it it went down to a decent amount and now it's getting ridiculously pricey. I'm paying nearly another half bill compared to the initial cost and other suppliers aredoing cheaper deals for better speeds. Also, if you fail to pay on time, they will add extra yo the bill. Never encountered this before in a reputable business, just the odd loansharks. I do not recommend at all just for the scammer like behaviour of the company
- Location
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- Location
- Telford
- Reviewing
- BT
- Date
- 2016-02-04
- Comments
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Iv been a customer for a number of years, overall it is working every day , videos sometimes lock up as speed is a little slow but thats about once a week on average, Cost is the part that annoys me, Lots of offers to new customers but no customer care for current customers i pay £18.70 pm
- Location
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- Location
- Southern England
- Reviewing
- BT
- Date
- 2014-06-03
- Comments
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We've been with BT phone and broadband for two years. Our package is 10GB broadband and anytime calls. Most of the time, everything has worked fine. Our contract is soon due for renewal, so we've tried to haggle a new deal from BT. We're currently paying £33 a month. They could offer nothing better, even though we quoted what other providers could offer. Having read the dreadful reviews about other providers, we have no idea who to go with now. So many folk seem to have problems.
- Location
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- Location
- oxfordshire
- Reviewing
- BT
- Date
- 2015-02-13
- Comments
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Poor broadband speed, terrible customer service which is in part due to typical 'large company' internal processes. No ownership of problems or complaints, complaints not registered and have to push to resolve.
- Location
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- Location
- Weymouth
- Reviewing
- BT
- Date
- 2016-12-23
- Comments
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Absolutely shocking probably the worst customer services out there
- Location
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- Location
- Lichfield
- Reviewing
- BT
- Date
- 2017-07-23
- Comments
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Don't trust them, I negotiated a deal for 12 months, two months later they upped all the prices, I complained and they simply hid behind the small print, disreputable and dishonest is my view of them, worst of the broadband suppliers, it's about time these long contractual tie ins were made illegal
- Location
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- Location
- Home
- Reviewing
- BT
- Date
- 2009-09-12
- Comments
-
Difficulty undrstanding customer Services
- Location
-
- Location
- Isle of Wight
- Reviewing
- BT
- Date
- 2018-03-07
- Comments
-
Is this the worst most heinous bullying company in the UK?
Hike their prices up whenever they feel like it and when you exercise your right to leave they try to bully and threaten you with all sorts. This is the second time (yes, how stupid am I) I have been with BT and I left them early last time because they upped their prices mid term. Chasing a fe £ that time cost lost them £100s, now the same thing has happened again.
To be fair to BT I know people who simply pay the increase and are happy paying through the nose so I guess overall the awful business model of ripping people off does work for them.
However BT will never ever get my direct custom again.
- Location
-
- Location
- Hertford
- Reviewing
- BT
- Date
- 2018-08-21
- Comments
-
BT are without any shadow of a doubt the WORST company of any of the telephony provides. Their customer service is SHOCKING, we tried to cancel our domestic line, they incorrectly cut off our business line and broadband. We are a retail business and could not take card payments for a week. To cap it all they tried to charge us to reconnect even after they admitted it was their error and tried to tell us we were in a new contract as a result. They really shouldn't have the name "British" in their title, they are a disgrace to this country. Ive had to spend countless hours on the phone to them, and with their overseas call centres getting anything done is nigh on impossible, assuminy you can actually understand the person you are talking to. I will be ditching BT business in favour of Virgin Media business (I have Virgin Media at home now), they may not be perfect but they are a darn sight better than BT
- Location
-
- Location
- BARROW-IN-FURNESS
- Reviewing
- BT
- Date
- 2016-09-21
- Comments
-
BT service is very good, however they try to get you to sign up with vouchers for £100 and £50 which they do not honor. Don't know how they get away with this deception.
- Location
-
- Location
- Reading
- Reviewing
- BT
- Date
- 2016-11-11
- Comments
-
Having switched to BT Infinity from Orange standard broadband, I have seen no discernible improvement. Just before writing this review, I experienced two pauses while watching iPlayer via the Infinity hub. On a few occasions,, my desktop has lost the connection. Perhaps if there were several people in the house all sharing the hub, it might come into its own. I have several months of my contract to run so performance over the remaining period will determine whether or not I feel it is worth the extra money. At the moment I reserve judgement.
- 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.