BT Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for BT.

Recent Customer Ratings for BT

  • Satisfaction
    3.1 stars
  • Customer Service
    3.2 stars
  • Speed
    3 stars
  • Reliability
    3.1 stars

Based on 1399 customer ratings since 2023-02-22 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,566 Customer Reviews over 90 pages

  • Reviewer
    Location
    Bedford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I have been waiting over a week for BT to get my broadband up and running. I have called them 3 times and, first of all they managed to get the landline working but not the broadband.
    The next two times the Indian call centre people told me to wait until midnight and each time there was no difference by the next morning.
    Finally, I called to cancel and they asked me to give them from Saturday until Monday to get BT Open Reach to fix things (do I care whose fault it is?).
    It didn't work so I have cancelled the contract.
    I would have stayed with Virgin if they also operated in the area I have moved to.
  • Reviewer
    Location
    Bedford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Good service from BT but cabling needs upgrading and therefore very slow broadband in the area
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    You will spend just as much time bwing without internet as you will with internet. Every other month you will have a full 2-3 weeks of constant disconnections which wont allow you to get anything done.
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service - do not recommend. If you are also having or have had issues contact Watchdog. The more people that do, the more likely we can get their appalling service brought into the limelight. Day 7 and still no broadband and still no date for reconnection. Once again i am left with extra fuel costs and childcare costs by needing to work from the office. No call from BT, had to chase them - 2 emails not responded to and a phonecall. Managed eventually to speak to the 'bored' sounding executive customer support person, and told they will call me tomorrow when they have more information.

    Update 5th June - day 4 with no business broadband - called back from customer services, the same issue persists, the engineers have not closed their part so the new order cannot be raised. But I'm assured it has now been escalated to the responsible team...only took 4 days to decide to do this! And 'hopefully' it will be closed today, so that the new order can go through on Monday and 'hopefully' some time next week I will receive the internet service (although they cannot promise) that mine and my partners business desperately need back again. Needless to say after this weeks saga I am not holding my breath. Please anyone about to write a poor review - share also with WATCHDOG. In the hope that getting BT to review their full processes rather than trying to fix individual issues will provide future customers with a better service.

    Update 4th June - can it get any worse? Seems it can! After cancelling my broadband in error, and still on day 3 having made no progress to reorder. It (remember I'm supposedly on an enhanced business service), has just become worse when I came in from work to a bill for over £500 they are going to debit from my account in a few days. It appears this is payment for my unused contract liability seeing as my account has been cancelled WHICH I DID NOT REQUEST! So now I'm expected to pay hundreds for their error and I STILL HAVE NO BROADBAND and currently no hope! PS, BT man I spoke to about invoice said he'd seen a lot of these 'changovers' going wrong, and account closures that shouldn't happen!

    June 2nd - My company provided my work line and internet through BT, and following a company change asked employees to arrange their own providers and we would be subsequently subsidised. Let's keep this simple I thought, let's remain with BT, and just ask for everything to be switched to my name. WRONG choice! I was passed from department to department none of which seemed to know how I could switch to my name - passed from business to residential (times that by 3 or 4). Eventually I ffound someone who seemed to know, convinced me a business account would be better and she would arrange it all, including an upgrade to infinity. Long story short, upgrade hasn't happened, broadband has been cut off despite a call to them after I received a letter warning it would be cut off, and their subsequent reassurance this wouldn't happen, and now evidentally I need to wait 2 to 5 days to be reconnected. I am livid right now, and I'm unable to work. Assoon as I'm back online will be looking at how I can cancel my BT contract due to the POOR service. The only positive is my phone still works, although they managed to get a bill out to me, including 28 pound to move the account to my name and 4 pound payment charge whatever that is, sounds like they are charging me to bill me!! Really in 2015, can companies still remain this bad, with one department not knowing what the next is doing? And all this on a supposedly enhanced business service, I pity anyone on residential! Anyone considering BT, please rethink.
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What a farce! Report problem, promised engineer will come out and wait a week for appt, doesn't show, another appt, doesn't show, another appt, doesn't show. Been promised tomorrow... I'm just guessing what will happen! What a joke!
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Overall experience horrible, wouldn't recommended b.t to any one customer service is non existent just a nasty horrible company that likes taking money from sick individuals that already are suffering from life threatening disease and b.t just makes it worse by taking money from them that their don't have also their have un professional people that have no training or skills working for them who don't know how to talk to customers treat you like your nothing so rude apparently their don't have management working on weekends and if you do wish to complain you'll be waiting hours and hours disgusting that's all I can say don't join b.t you'll regret just like I do.
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    BT
    Date
    Comments
    Very poor India customer service. Will not resolve low speed problem as they said minimum guaranteed speed by contract is 256K!!!!
  • Reviewer
    Location
    Belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    pricey, but very good service and speed
  • Reviewer
    Location
    Belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    PLEASE DO NOT MAKE THE SAME MISTAKE AS ME. AVOID BT AT ALL COSTS.

    Signed up for Infintiy on 17th December. 4 changes of installation date.
    2nd January and still have no phone line or Broadband.
    Have to deal with Indian call centres who then have to call BT in the UK who then have to call Openreach who actually do the installations.

    Wish I could give zero stars. Do yourself a favour and go elsewhere.
  • Reviewer
    Location
    Belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Overall satisfaction? Disgrace. It took 3 months for us to get up and running, multiple engineer appointments whereby the engineer never turned up. Passed between several case managers who failed to deliver on their promises. Tricked into contract extensions. Mis-sold. Fobbed off by their customer services who claim there is no manager. I'm concerned for any business with no manager! No adherence to OFCOM or Ombudsman rights in their call centre. Internet speed is bang average. But not worthwhile given the horrible customer service and inefficient tech support and engineers.

    I cannot wait for Virgin to offer their services to all of NI, not just Belfast, because BT will be annihilated. And that's what they deserve in 2017.
  • Reviewer
    Location
    Belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    WARNING
    IF YOU ARE SEEKING ANY LEVEL OF SERVICE DO NOT ENGAGE WITH BT
    Today is 29.9.21 I received a message from BT stating that my installation date has been delayed by 7 days to 13.10.21.
    This shouldn't be the biggest deal in the world and wouldn't if it weren't for the fact that I placed the order on 17.4.21.
    I get the feeling that they're actually aiming to drag it out for a full six months to wear it as a badge of honour.
    I have spent over 15 hours on hold. I have been billed monthly for a service I don't receive and have had complaints closed down without any rhyme nor reason. The communication network is set up so you can't have a single point of contact so when they promise this, that promise is made in the full knowledge that they cannot be acting in good faith
  • Reviewer
    Location
    belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    worst customer service I have ever experienced in my life!! so my broadband was due to renew, was offered an ok deal to stay with bt, so said yes to it, after being in phone for 1 hour, for some reason they couldn't load the order,put me through to guy in india, he said he couldn't fix it and I would get a call back on Monday( this was Friday. Mondays call didn't come, so phoned Tuesday as my deal was due to expire on the Thursday, girl answered put me on hold for 30 minutes, then line goes dead. called back again next day to be told all sorted, got home Thursday night service cancelled. called bt next day, got cheeky girl on other end who started to ask why didn't I call last night?? obviously my call was an inconvenience to her, asked for her name to complain, she wouldn't give me her full name, and proceeded to argue with me for the call. so told I would get call back , guess what call didn't come. so iv phoned bt 14 times totalling around 4 hours on phone, each time explaining my situation again. each time bar 1 get a defensive person on other line who proceeds to argue with me, customer service is obviously something that bt don't care about. week on and still no issue resolved, each day I have to phone and go through scenario all over again and get promised a call back that never comes. last call girl actually had the cheek to say they have been trying to call me. so if you want bad service, you want to frustrate yourself and get nothing in return and abused by call centre staff and listen to hold music for 40 minutes at a time, join bt, I know I really regret it. such a shame that what was once a great national company has let itself go this badly.
  • Reviewer
    Location
    Belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    VERY UNHELPFUL AND RUDE CUSTOMER SERVICE. Avoid using BT for Broadband.
    Had BT Broadband 6 Months it's been down for 3 times for a week at a time. Been told that no compensation will be given for the first 2 days each time it's been down as the engineers are allowed 2 days to resolve any issues.After that it's just over one pound per day that I have been offered. I was told I could get 50+MBs but can only get around 10Mbs when it's working which is not very often. It went down again this week. I called to inform them that it's going very slow and dropping out and was told that it's not down the speed you are getting 0.14Mbs means that you still have Broadband service, so we are not going to do anything!!. After 3 calls I was finally put through to complaints I said I have paperwork that says I can get 50Mbs. The call adviser said I have just tested your line and you can get 1Mb which is all that we guarantee!!.You have too many devices connected ( I only had 1 Laptop) I said that's not the speed the paperwork states. Her reply was I will disconnect your broadband I can easily do it. is that want you want me to do? Worst customer service I have ever had and this was from an adviser in the UK!!. Who threatens to leave you with no broadband at all rather than try to help.
  • Reviewer
    Location
    Belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Customer service is absolutely atrocious! It has just taken me almost an hour to change from an extremely inflated monthly payment to a bill for each month. The guy in the call centre just didn't seem to understand what I wanted even though the previous call handler and I explained clearly what had to be done.
    Going now for a lie down and a cuppa
  • Reviewer
    Location
    Belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Company is judged by it's capability to solve problems. Let me tell you me issue with it. In total i was with BT for around 7 years. had some issues but not major ones till this day. Only small ones that highlighted their staff lack of inelegant. But last year i have encountered very big issue. on 10 August i have renewed my contract with them for the monthly price of £33.99. That was a new offered fibber broadband. So it took them almost 6months to instal a new line at my address. All this period i was paying £50.44 instead of £33.99 that was promised on the day of order. so now after 6months they have installed the line (last month) and straight forward rising the price. So out of promised 33.99 i had only one month.

    So in summary: They miss sold a service, and scammed me on the price.

    I know other providers are no better but still, this one, won't get my money after this contract will end up.
  • Reviewer
    Location
    Belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    The Wifi is very slow and the connection is shocking!
    Even if a sit right beside the HUB i can get a 3 Bar if i am lucky. Tried to get some answers but the Customer Support were no help and don't even know what they are on about! I would Avoid it and Use Virgin or Sky, its worth the extra Money! Switching at the end of my contract.
  • Reviewer
    Location
    Belfast BT8 8DA
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Leaving BT today Appalling customer service, billing incomprehensible both written and verbal. Institutional rip off the worst kind. Do not use these idiots
  • Reviewer
    Location
    Belgravia, London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor!Poor!Poor!. My broadband was supposed to be on on the 19th June. Writing this review on the 19th of July! Still not working, I was told it should work by midnight tonight. Applied on the 6th of June. On my engineers visit of the 18th no one turned up. On the Saturday sent me a new order ref, and put my service back to 19 July. Appartently there was a Glitch on the system and they could not bring my date forward, so had to wait till today. I received a tect at 11 am this morning that my broadband should now be working, Still Not!!

    Do yourself a favour and stay away!! There are more professional companies out there. BT, pls stop scamming people with your adverts to join Up. Cant even help the ones that are already signed up

    All they can say on the 25 calls I made to them is Sorry...Sorry...Sorry...

    Never again in my life!
  • Reviewer
    Location
    Bell
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      3 stars
    • Reliability
      4 stars
    Comments
    Should you not get what you pay for?
  • Reviewer
    Location
    Bempton, East Yorkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I've been a BT customer for longer than I care to remember & have always had issues of one thing or another every year which take forever to get resolved. Most are concerning the "deals" they give me. They treat any loyal customer like something they wouldn't tread in, except if they think you're going to leave. WELL I AM THIS TIME! I understand the issues with my broadband speeds, I live in a rural location 4 miles from the exchange, but it doesn't excuse their attitude. I was going to say incompetence but actually they're very good at promising & not delivering whilst continually overcharging. My latest issue concerns my broadband deal which was due to run out in January but as I signed up for BT Sport their email said any broadband deal I was currently "enjoying" would be extended to the DNS of my years sport contract. Guess what, they started charging my an extra £5.70 a month so every month I had to call Calcutta to be assured a refund would be made & the overcharge wouldn't happen again. I got a refund of £3.86????? For some reason & the overcharge continues each month & I have to call again. I got a call today from someone over here to tell me the broadband deal didn't last till June when my sport contract ends & there was never such an extension to current deals! Imagine his shock when I offered to forward the original email as I still had it! Yet he still rabbited on about maybe I could ring their customer options number where someone could sort me out another deal. Total bunch of vvankers!
  • Reviewer
    Location
    Benfleet
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Owing to the extreme circumstances we are experiencing at the moment, my daughter needed to work from home. I did spend a long time on the phone, but met some lovely people whilst doing so; all extremely pleasant and helpful. I had a poor signal in the room my daughter needed to work in and BT were able to help me sort this out.

    If you need to ring BT, please be aware that the people on the other end of the line are doing their best in extremely difficult times. Be patient and be kind!
  • Reviewer
    Location
    Berks
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Router is excellent. Full speeds on wifi upstairs. I pay fot 50Meg and usually get 42Meg. No down time at all in last 18 months. Free Anti-virus plus other perks etc. Pricey, but you get what you pay for.
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    If you like a massive language barrier, hearing outright lies from agents, going round in circles, waiting for up to 30 minutes listening to silence while they run "tests", speak to agents who know don't know how to use a BT Home Hub, and getting fobbed off with "please wait 2 days while we monitor your connection" then call BT broadband technical support now! The Openreach guys are great but its so difficult to get an appointment booked with an engineer now (even if you offer to pay for it) that you are forced to endure the worst tech support service on the planet. 11 months and counting until I switch to Zen.
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Constantly cuts out, customer services takes an age to contact and when you do get through they are absolutely hopeless. Only with them to get BT Sport, changing to another provider next available opportunity. Poor product, terrible service.
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Comments
    I came from Tiscali which was bought out by talk talk the service went rapidly down hill 6 years. B.T have poached me away with a promise of excellent broadband and all the time it was they who refused to repair their systems. there is always the threat of pay for their repair personnel this wrong and ofcom should do something about this, the only systems outside of theirs is the router all else belongs to B.T we have been with B.T 39 years altogether, it is like others have already stated talk to your self when it comes to service. they were going to send me a new router 6 weeks ago still waiting!
    this company is so large they could not care less for their retail customers I doubt the trade customers fair much better as I Wrote, I was with talk talk I have come to learn it wasn't them. I have had 6 B.T engineers out fixing faults all outside of the house all within 12 months of their contract when the contract is up they will see the end of 41 years of a loyal consumer I will throw all of their equipment outside of the house. yes I know you can never get rid of them but it will make me feel better Derek
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Broadband connection fine. WiFi: woeful (good luck getting 3 discs). Customer service: The worst I've ever encountered. e.g. Dozens of silent nuisance calls from BT themselves (with an offer for us to try the call blocking service "free for a month"; lies about engineer visits; weeks to discover a loose wire; blatant misinterpretation of engineer's report: "customer would benefit from moving where the cable enters the home, but moving the cable is not a practical option" interpreted as "you have refused to move the cable so we cannot help further". Glad to ditch them after 25 years
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worse company I have ever dealt with in my life. Called them over two weeks ago to report a broken modem. I suggested it was the power cable not working, and i was told to go to my local market and buy a new one. After insisting they replace it, they informed me they can’t and would need to send me a new router and modem. This would be with me in the next 3 to 5 working days. Nothing arrived. Called them back, which took an eternity to get to speak to a human. They then informed me that the operator was not authorised to send me out the new equipment and he would call me back to explain within the hour. No call back so next day rang them again 50 min trying to get to speak to them. They then said the operator had tried to call me back on three occasions but my line was engaged. (I don’t use the land line for making calls) I was then told they would send me out the new equipment and I was given an order number. No new equipment arrives speak to them again and they say they have no routers in stock. But will call me once they have them available. Still waiting for the call back, so far 2 weeks without internet.
    Don’t know who to speak to next as I can’t get past the call handler in India. Full of apologies and refuses to pass you on to a manager, but instead say they will email the manager and you will get a call back. Guess what… you don’t.
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Daylight robbery. We have moved, we asked BT to keep the port open as we were looking to take one BT infinity (We both work from home and need those speeds), the same package as the originals home owners (my parents). This was promised and they agreed the sale. The day came, no engineer turned up and after US calling BT, we were told the port had been closed and capacity sold to someone else!!! Leaving us without Broadband infinity until 18th March. With no apology or admittance of fault. Then having to spend a total amount of 5 hours to get dialup set up for next week.
    Which is pointless for work. Absolutely the worst service I have EVER had from a company.
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Joining BT is one of the worst decisions I have ever made!!

    In the three months since joining I have had two faulty hubs and have been waiting for my third for over a month now. I've been fed a pack of lies about when this will arrive. I have spent hours (literally) on the phone or, more accurately, on hold to their call centres. I have now had to explain the situation an impressive 10 times to various people, who clearly can't help me. I have logged complaints and heard nothing back from them despite requesting someone contacts me. If I was charging an hourly rate for my time I'd have been on a nice little earner! Oh and another joy was having to verify my identity EVERY time I spoke to a different person as I had been entered as Mr. That was enjoyable and not at all irritating.
    However, one thing BT do very well and should pride themselves on is taking my money. Every month without fail - on the dot! No reflection in the charges of the fact that I've been without the internet for roughly a third of the time I've been a customer mind you.

    So as I would warn off someone from dating a deadbeat ex, I feel I must do the same with BT. I'm in it up to my neck, for the next 9months at least. But you still have a chance to avoid it.
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible customer service and overall experience. Difficult to speak to an actual person, then they do something totally different to what was discussed in the call. No apology for countless screw ups on their side. Clueless with no idea.
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I’m so happy as low cost as on benefits & they check. Very happy can watch things on iPhone & watch tv. Customer service female helpful but issue as don’t know bt number. I have a tv package with Netflix. Netflix very helpful. Sometimes loading issues maybe. Don’t know much about it.
  • Reviewer
    Location
    berrow burnham on sea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    totally disgusted with BT. I am a new customer so you would have thought they would have got it right first time. 3 weeks and lots and lots of phone calls later to INDIA the problems are still not resolved. They lie, they put you off, they do not do what they say they will do, they charge you for a service that you do not get. Now in the realms of Taking BT for breach of contract. DO NOT USE THEM. YOU HAVE BEEN WARNED AND I HOP MANAGEMENT OF BT SEE THIS
  • Reviewer
    Location
    berwickshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor speeds regularly choked lucky to get 2mb overall.Customer service is very disapointing + unreliable.
  • Reviewer
    Location
    Bexley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    BT has recently plumbed the depths of incompetence with regard to technical support and customer focus.
    I have put up with years of needing to re-boot my hub upto 3 times a day and facing hours on the phone to an Indian call centre. A new hub was offered along with a statement that the fee would be waived even though I was not under an annual contract, I stated that I had had enough of their service, a hub 3 turned up anyway and despite returning it BT billed me anyway, since they work entirely on PoP and not serial numbers and did not accepted that I had been told that the fee would be waived.
    A BT employee rang to put matters right and I agreed to rejoin - a hub 4 duly arrived and the service was actually quite reliable.
    An associate BT company then took over my service without any notification - it took India 2 hours to work out why my BT service had suddenly failed. The associate company stated that even though I did NOT even have a contract with them they would not do anything about the takeover and I should contact BT Wholesale - I gave BT Retail another go due to the reliability of the new hub 4.
    After a period customer support then recommended that if I cancelled my very latest BT contract then I could go for fibre in a couple of days - he would ring me back then - no ring back - the guy had obviously realised that there is no fibre for my street for NINE months.
    Tried again - standard broadband can actually be put back in place within a week! SMS - sorry there's been a delay - please wait another 9 days. 3 more calls to customer support (including 1 obnoxious guy in an Indian call centre who kept stating that it was entirely down to BT Wholesale and he could not even chase it). Fortunately another customer service's rep did chase it and an expedited service request went through and was accepted - unfortunately this only led to a 1-2 day improvement.
    Still thus waiting for re-instatement - something tells me that I should have just put up with re-booting my 'hub 2' multiple times a day!!
    If you were thinking of joining BT please take my advice and use another provider - ANY OTHER PROVIDER - at least if you do not want to spend hours on the phone to customer services (largely really nice, if not always competent people) and technical support (they like to follow their scripts no matter what)!!!
  • Reviewer
    Location
    Bexley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    More than 2 weeks ago BT “accidentally ” disconnected my broadband (including a Bereavement pHone Helpline). Although mistakes can be made what followed has been unbelievable. When attempting to get the service back I found that BT have tried to make it impossible for a customer in need to speak to them. The only way to speak to a human is to go through as a customer who wants to upgrade and then ask not the advisor to put you through to connections. However, the 9 people I have spoken to at Connections are either completely incompetent or fundamentally dishonest. Each advisor I have spoken to sounds credible and has assured me that they can sort the problem out and dependent upon the advisor the service will be restored “later today, tomorrow, in three days, or 5 days”. It’s now been over 2 weeks since they made their mistake. I am still without a connection, Each time I manage to speak to somebody I am told the failure to reconnect is the fault of BT Open Reach, BT Wholesale, the advisor I previously spoke to or Sky! To top it all they have explained to me that managers will not speak to customers as they can’t tell them anything different to the advisor taking the call. When I insisted yesterday that the advisor connect me to a manager she told me that “Aaron” has only just come back from leave and has hundreds of things to do so is too busy, I did not accept that so she spoke to him again to ask him to take my call, only to be told that he will try to call me within 3 to 5 days.
  • Reviewer
    Location
    Bexley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with BT for over 8 years. My issues began when I tried to leave them. They threatened me with a £400 fine for breaking contract. In the end I had to write to the top officials in BT to get my contract cancelled without a fine. I am with Virgin now and a much happier customer.
  • Reviewer
    Location
    Bexleyheath
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Extremely disappointing broadband speed: very unreliable and definitely under par of what I am supposed to get (up to 76Mb, according to BT).
  • Reviewer
    Location
    Bicester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely useless and hopeless support staff, seems like they don't know what they're doing...I regret
  • Reviewer
    Location
    Bideford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I was very happy with my BT package until I was talked into upgrading to fibre optic earlier this year. The promise of substantially better speeds for little additional cost was too hard to refuse......something I now wish I could take back.

    For several months the connection has been little better than standard broadband but for much of the time I found myself completely without.
    I've waited days for line tests, had a replacement hub, and promises of a satisfactory speed, and all whilst I was still paying BT the full monthly fee. After I questioned my payments for a service I was not getting I was promptly promised compensation which would be handled by the BT billing department.

    On receipt of my latest bill I was disappointed to see no discount or refund had been applied. I'd also had no further contact from BT on the matter.
    I phoned BT to find out why I'd received no compensation as per their promise and, after an hour on the phone to 4 different people, was told that refunds and compensation were only given if there had been a total loss of service. To say I was furious is an understatement.
    Although the download and upload speeds have now improved the connection constantly drops out, and streams, posts and data are almost always struggling to refresh.

    I can put up with faults and loss of service provided they are being dealt with and I can see progress. However, why the hell BT expect me to continue to pay for this is downright theft. But worst of all is being lied to when I was ASSURED compensation. If I was to lie to clients in my position I would swiftly find myself looking for alternative employment.
    It seems I'm forced to sit out my contract with BT before I give an alternative supplier a try.
    Horrendous experience.
  • Reviewer
    Location
    Biggleswade
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    No issues, just expensive

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