3,590 Customer Reviews over 90 pages
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2018-02-26
- Comments
-
Constantly crashes and isn't even close to the speed you pay for with the worst customer service imaginable. Steer clear, they are useless.
- Location
-
- Location
- Scotland
- Reviewing
- BT
- Date
- 2024-01-11
- Comments
-
Even Escalation to Exec level complaints team was a waste of time and after they initially agreed that 6 months of unreliable service was unacceptable and needed to build a case to take it to Director level at Openreach to resolve they then called and out of the blue are now claiming that 5 drops in connection per day for a minimum of 10 minutes at a time is now their ‘acceptable standard‘ so like it or lump it there’s nothing more they can do which has overnight went from really helpful and agreeing with my complaint to couldn’t give a monkey’s and take it to the Ombudsman if you want (which we have no alternative but to do given that as BT are the only provider who can offer any speeds over 3mb at our address and they all have to use BT networks anyway)…..shocking and a complete U turn on their initial attitude. Suspect they are refusing to repair old network (despite still charging customers for unreliable service) as focus is on meeting targets for new super fast network with future overhead cables to everyone’s property)
Hopefully now BT has been taken over by EE they will get rid of their couldn’t care less attitude and bring standards up but don’t hold your breath as BT staff attitude is probably now ingrained with ‘do as little as humanly possible’ and will be difficult to change.
The fact that BT don’t even comment on reviewers nightmares speaks volumes about their couldn’t care less attitude.
- Location
-
- Location
- Scotland
- Reviewing
- BT
- Date
- 2018-07-12
- Comments
-
Customer service is absolutely appalling.
Numerous phone calls to many people who have no idea what they are talking about.
They disconnected my broadband but apparently were unaware on whatever system they were claiming to be looking at.
Then they booked an engineer who was in no position to undo the handy work of whatever genius decided to disconnect me.
Last of all I was told that if I wanted to reconnect I would have to enter a new contract.
A horrendous experience of going completely offline for weeks with nobody capable of sorting it out.
Never again BT, and to think how many hundreds of millions of public money this company pocketed.
- Location
-
- Location
- Scotland
- Reviewing
- BT
- Date
- 2022-11-02
- Comments
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It is 2022 and the best they have to offer is 1mbps download speed. There are villages in Africa with no clean drinking water that have better wifi than this. Stay as far clear of them as possible.
- Location
-
- Location
- scotland
- Reviewing
- BT
- Date
- 2021-10-25
- Comments
-
normally i leave a bad company at 1 star but this is completely abysmal. rating this 1 star would be generous considering what you actually get from BT. we get our first BT router a few years back, signed for a year or 2 since they promised good connection. nope! couldn't even connect to stuff as simple as video or online meeting. so we phoned them up and asked for an engineer and the engineer came. the engineer promised high speeds and set us up onto the "fastest connection possible". looking back on that, i almost fell out of my chair laughing with how false that was. nothing improved and they charged us anyways without any reason or explanation as to why nothing improved. naturally, we called again and got set up with new internet. this has been a bit better but not much. not to mention, there's zero point reaching out to the support team since they're as about as useful as a rock and will just keep you on an endless loop while being as passive-aggressive as humanly possible. horrible company.
- Location
-
- Location
- Scotland
- Reviewing
- BT
- Date
- 2015-09-01
- Comments
-
It might be OK if I could get it! Ordered it a month ago and still waiting for it despite the BT promises of to-morrow. Oh! yeah I forgot to-morrow never comes.
- Location
-
- Location
- Scotland
- Reviewing
- BT
- Date
- 2024-02-07
- Comments
-
Worst customer experience ever! Upgrading to 900Mb and taking out TV package, 3 days to process the order, then the order is so messed up that BT can't fix it and need help from EE. EE say best thing to do is cancel the order and start again and as once again BT cannot transfer a call to the EE person they promise to get the EE person to call be straight away. Obviously this does not happen, no call. Prior to this the people on social media also assured me when putting me through the next person would have all my details of what was wrong, once again they did not. The whole BT and EE coming together is a joke, people not trained, systems not working, websites saying different things, details on the BT app useless. I strongly advise against moving to BT or EE if you are a new customer, I would give it 6 to 12 months to sort this mess out. ANyone know the email address of BT and EE CEOs?
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2019-11-26
- Comments
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Mistakes after mistakes
Transferred from Sky to BT on 18th November retaining my old number only to find out on 21st November they gave me a new number.
Customer service has been terrible trying to resolve this and I won’t have my proper phone number back until 5th December (large pinch of salt taken) so I would be very wary of any service commitments they make.
They also tried to charge me £25 for the privilege of sorting out their cockup.
Disastrous so I would strongly advise against them
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2015-08-11
- Comments
-
Awful. Absolutely awful. Contrasting 'advice', huge call queues, one of the worst customer services i have ever had. I would rather give my money to a charity and have no internet than fund these clowns.
- Location
-
- Location
- Scotland
- Reviewing
- BT
- Date
- 2017-04-14
- Comments
-
I am very happy with my broadband from BT. I have never had any trouble at all and I have been with them for 7 and a half years now!
- Location
-
- Location
- Scotland
- Reviewing
- BT
- Date
- 2019-01-16
- Comments
-
They were very polite and followed script, but the issue was not resolved and I was cut off from chat mid sentence. BT has been charging for a service it has not been able to provide for several months now due to a faulty hub which their own engineer identified and refuses to replace it without going through yet more test on the line - which is fine as the fault is not with the line, but the hub. Still not happy and no chance of repair. The customer I am representing has dementia and Alzheimer's, so you would think that they would prioritise essential services for folk with disabilities, but .... nope. They will not even discuss a refund for the months wasted trying to get the service up and running.
- Location
-
- Location
- Scotland
- Reviewing
- BT
- Date
- 2023-03-29
- Comments
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BT sell broadband to new customers for £34:99. I’m an existing customer and tied into an unfair deal paying £70:91 for the same package.
How is this allowed to happen? Farcical customer service. BT should be ashamed. Avoid BT at all cost - worst deals for loyal customers and an absolute rip off.
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2017-04-19
- Comments
-
A lot of bad reviews on here! BT are amazing I am in the best speeds I have ever had
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2015-05-15
- Comments
-
This is the worst company I have ever dealt with, I am now at 5 weeks with no internet and have been told just to sit and 'Wait'. The customer services in Dundee are usless and have an attitude that needs to be addressed. Will be cancelling as soon as I can.
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2018-01-22
- Comments
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Terrible customer service. BT left me with no broadband for 6 weeks because they said it was an Open reach problem and Open reach said it was a BT problem (even though there the same company) I was passed from person to person hung up on 6 times and promised 7 call backs that I never received. And when enquired about cancelling my contract I was told I would have to pay the cancellation charges even though they weren’t providing me with the service I was paying for. When they finally fixed the problem a very rude manger said all they could offer as compensation was my money back for 4 of the weeks did not have service and that money would only be offered as credit on my BT account not put back into my bank account. They also charged me a extra £130 for an engineer visit that was supposed to be free because my home hub was not working and when I asked for that money back they said they couldn’t do it because the ONE person out of the whole company that can do that wasn’t in. So I still have not got my money back because that one person still is not in and they’re basically refusing to give it back. I would STRONGLY advise anyone considering BT as there broadband provider to go else where. They are a joke and will just take you for a ride to try and get as much money out of you as possible.
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2015-01-08
- Comments
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I cannot believe the customer service! I called the 0800 number to discuss my present package. I spoke to a male who continually yawned throughout the conversation and didn't appear to have a clue what he was doing/saying.I thought he was under the influence ! I put down the phone redialled and a female answered this time. Not very clear on what I was asking and couldn't multiply 12 x £1.22. She told me she wasn't a numbers type of girl ? I asked to speak to Team Leader or manager but conveniently no one was available. What awful service and quality! BT don't deserve my years of loyalty and money. I dialled the number which costs you and asked them to call back. This time I got a polite trained operative who knew what they were talking about. Will now look for an alternative after 30 years.
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2016-12-09
- Comments
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So glad we're at the end of our 12 month contract. Been on BT infinity and it's the worst connection I've ever expierenced. It constantly drops and a lot of the time barely gets broadband speeds. Customer service will have you jumping through hoops for god knows how long, I really didn't have time to sit around for hours on the phone trying to get it sorted. I waited out the 12 months and now I'm moving everything away from BT.
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2021-06-18
- Comments
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I'd rate my experience ZERO if I could. Ordered mid April... it’s now mid June. Initial activation date was cancelled as more work needed. BT lied over & over again, and tried to fob me off. Complaint is ongoing.
Despite OpenReach surveying, planning visiting twice, complex engineering taking the line to the adjacent property, the engineer (who didn’t turn up for the initial appointment) failed to actually take the line into, was is under 15m, to the property. Gross incompetence!
Numerous calls with BT to try to get the problem sorted and then receive an email, and SMS, to say my line has been ‘Activated’, ‘Ready to Use’ and BT 'Hope I'm enjoying it'. As OpenReach and BT have closed the matter, all BT can do is raise it as a 'fault'. A fault on a line I don't even have! Presumably I will now be charged for a line I don't have. Now it's beyond GROSS INCOMPETENCE.. it's unbelievable. BT Customer service worse than useless!
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2020-05-19
- Comments
-
It is unbelievably slow, inconsistent and if you don't reset the router every 12 hours it doesn't work at all I have never been able to play my games without experiencing lag. Customer service is very poor sending you to someone who tells you to do what you've already tried and know doesn't work. Fix your connection problems,it isn't difficult
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2015-02-20
- Comments
-
Awful service I had to phone 4 times to stop them double billing me and then they put me on the wrong tariff.
Broadband speed nowhere near what they advertised and regularly stalls. Looking to change my provider as soon as.
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2021-11-08
- Comments
-
Exceptionally poor customer service, I would strongly advise anyone who is seeking a positive outcome and customer satisfaction to look elsewhere, I have been a loyal customer to BT over the last 24 Months paying my direct debts on time and enjoying the service until I made a short term transition into another property one in which the duration was going to be 3 months at the end of this period my service was going to cease, I made this very clear to BT. I have now been hit with an unexpected charge because of the move, I made it very clear to BT that this transition was going to be 3 months so why lie to a loyal customer and not make that loyal customer aware of the line rental charges, a company who supposedly puts "customers first" one of their core values, I am now starting to realise why BT do not advertise their Trustpilot score. Because of this experience, I will never recommend BT or any of BT's products to friends or family and I recommend anyone who is reading this to seek an alternative supplier and products.
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2023-06-20
- Comments
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My problem is mostly with the bt hub, its awful. The ethernet ports dont work properly in that I often have to down/up interfaces just to get them to connect and as if that wasn't annoying enough the router regularly wipes its IP reservations. It loves to randomly restart itself without permission too, utter junk.
I Even tried to send it back suggesting it was faulty, they sent a replacement with the exact same problems, suggesting they have these problems built in, and even though I sent it back as requested I still got billed an extra £50 and because it 'never arrived', support wouldn't budge.
So happy I'm getting a new ethernet presented fttp, means I can chuck BT and their awful vdsl modem (with a pretend router tacked on) and emply my own, quality equipment.
- Location
-
- Location
- scotland
- Reviewing
- BT
- Date
- 2018-11-06
- Comments
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My advice is to find a different supplier BT is awful & their costomer service is even worse
- Location
-
- Location
- Scotland
- Reviewing
- BT
- Date
- 2015-12-01
- Comments
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I left Plus Net to move over to BT why someone please tell me.
Any inkling of a problem with plus net was followed up immediately by a call centre in the UK. We went over to BT for the promised TV, promised faster line speed and promised sport. Still waiting for at least one promise but over two years later nothing. Saw the advertisement for fibre half price for the first year, so nothing ventured nothing gained and was told that is only for new customers if I wanted to upgrade the line rental and fibre would cost @ £50 a month. When you call with a problem it is put through to a call centre (eventually) in Asia has no-one informed BT management BT is short for BRITISH TELECOM. Was going to have a good rant but you have all beat me to it. STAY AWAY!!!!!!!!!!!!!!!!!
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2016-04-08
- Comments
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The service has always been poor. Now BT have introduced Open zone locally, the service drops 4-10 times an hour. BT like to tell me the speed is good at the local exchange - but that's not where I live.
- Location
-
- Location
- Scott
- Reviewing
- BT
- Date
- 2015-06-03
- Location
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- Location
- Scunthorpe
- Reviewing
- BT
- Date
- 2017-01-13
- Comments
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Been with bt since october 2016 (why did I change ) slight cock up with the switch over. Broadband switch off Thursday evening no notice no reason we sighned up for 12 months after spending two and half hours on the o yes it's good to talk they admit they have made a mistake but no sorry and will turn it back on Monday so no service till then and no refund back to virgin in October
- Location
-
- Location
- Scunthorpe
- Reviewing
- BT
- Date
- 2018-01-18
- Comments
-
Terrible customer service. Too many departments and people passing the blame. If something goes wrong with your account it takes phone call after phone call before anything is sorted and nobody gets back to you as promised.
Most of the customer service team are polite but are using a system that is a complete shambles.
- Location
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- Location
- SE London
- Reviewing
- BT
- Date
- 2018-09-14
- Comments
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I had the ‘20’mb connection. Equating to roughly 1-2mb at peak times and about 4mb at its very best. Can’t even watch a film at peak times with good quality picture.rendering it near enough useless in the evening.
Was told that unless I dip below 0.5mb download then that’s still acceptable. That’s 2.5% of what’s advertised. 2.5%!!!
Avoid at all costs. Had to pay £100 to leave my contract early.
- Location
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- Location
- SE London
- Reviewing
- BT
- Date
- 2014-06-01
- Comments
-
Worst company ever. Avoid at all costs, I switched and am without internet access for 10 dats now because if their incompetence and total lack of customer service and care. I have never encountered such terrible service before and I have lived in seven countries over four continents. Never consider BT, it's a total disaster with lying personnel. I wish I never came across thus rubbish company
- Location
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- Location
- Seaford
- Reviewing
- BT
- Date
- 2010-06-08
- Comments
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Although living less than a mile from the ADSL2 enabled exchange BT say 6.9 mb's is about my limit and supplying me with a 20mb line is pointless. All the shouting from BT about rolling out new high speed services seems somewhat over enthuisiastic.
- Location
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- Location
- Seaham
- Reviewing
- BT
- Date
- 2014-05-16
- Comments
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THE WORST SERVICE EVER. I installed a new line with Infinity Unlimited Weekend calls and calls abroad. It took them nearly 2 months to turn up and install my landline. They charged me nearly £200 in installation, activation fees and first month of rental and sent me a letter that my service is up and running. When I started calling abroad they sent me a bill for another £200 for international calls. I contacted them stating that it should be free of charge but they said that the service had not been activated and it takes up to 5 weeks to get it active, in the meantime I had to pay standard tariff. My brodband speed should have been close to 30Mb but it reached max of 0.9Mb. They blamed line filters, their engineer came and replaced them charging me another £43.80. The speed remained the same, when I phoned them they told me that I probably have a virus (I have Mac) and tried me to sell antivirus for windows, also to install newest updates from Microsoft although it is Apple. At the end I just resigned being charged another £86 for eraly exiting fees and installed a new VirginMedia line. I WILL NEVER EVER GET ANYTHING FROM BT
- Location
-
- Location
- seaham
- Reviewing
- BT
- Date
- 2016-04-14
- Comments
-
changed to bt for fibre optics nothing is working properly.my old supplier both phone & broadband worked ok but slow.but now its hit or miss it took 5 extra days to put in iv had to take one phone out its not compatible!yet it was working before. big mistake changing
- Location
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- Location
- Sealyham, Pembrokeshire
- Reviewing
- BT
- Date
- 2014-08-29
- Comments
-
Our bt wifi has never been very good, however recently it has got worse. I often need to reset the router to get my devices to connect. And when the do it is sometimes slow. I recently sent them an email but got no response, and so I have had to write a bad review. I am sorry it had to come to this, but you left me no choice.
Thanks for your time,
Callum
- Location
-
- Location
- Seamer
- Reviewing
- BT
- Date
- 2016-10-19
- Comments
-
Whatever you do do not use BT customer service appalling been overcharged 2 months in a row offered no help at all the broadband is nowhere near the speed I was promised either take your business elsewhere
- Location
-
- Location
- Seamer
- Reviewing
- BT
- Date
- 2016-10-19
- Comments
-
Whatever you do do not use BT customer service appalling been overcharged 2 months in a row offered no help at all the broadband is nowhere near the speed I was promised either take your business elsewhere
- Location
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- Location
- seascale cumbria
- Reviewing
- BT
- Date
- 2016-01-15
- Comments
-
my bthub 5 was fitted by a bt engineer and my speed varies from 2 mg to 32 mg although i pay for 38mg.
i feel the promises made to me by 'bt sales' was that my speed wouldn't vary was a salesman's lie
not impressed
- Location
-
- Location
- Sevenoaks
- Reviewing
- BT
- Date
- 2016-10-20
- Location
-
- Location
- Sevenoaks
- Reviewing
- BT
- Date
- 2014-09-04
- Comments
-
If you are in the midst of deciding on your provider, DO NOT USE BT. BT for start is so unreliable, one minute the internet could be working and a reasonable speed then within the hour, it is taking ten minutes to load a youtube video; honestly 3G in my house is sometimes faster!! To try and find positives in BT's customer service is like trying to sugarcoat a turd. WHAT CUSTOMER SERVICE?! BT will put you through to some random in India and keep you on hold for UP TO AN HOUR. If, by this time, you are not already annoyed, they will continue to aggravate you by "not being able to send out an engineer for a week" even though you were promised one two days ago, because "your call wasn't logged". Honestly BT is probably the most god awful server, they make their money through the calling charges you rack up when they place you on hold. So to conclude, DO NOT USE BT.
- Location
-
- Location
- Sevenoaks
- Reviewing
- BT
- Date
- 2020-09-14
- Comments
-
I get 73 Mbps download and 18 upload on BT Fibre 2 package. I am lucky being just 120m from the fibre junction box so the copper wire last leg is relatively short. When things go wrong (about once a year - usually the service suddenly slowing down or needing frequent modem reboots) BT support has always been very fast and efficient. If they cannot fix the line remotely, an engineer has always arrived within a couple of days and the latest modem sent by post - all at no extra charge. You don’t often hear this... but I think the BT service is excellent.
- 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.