3,590 Customer Reviews over 90 pages
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- Location
- Isle of Wight
- Reviewing
- BT
- Date
- 2015-08-14
- Comments
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I have given very low stars for speed and reliability. I would have given no stars if there was an option. I joined BT in June 2015. I order VDSL1 and had reliable service with no drops and I had the max speed my line could support. I was over the moon as previous ADSL2 was only supporting 6 meg download. 36 meg ddownload. This lasted only two months and in Aug 2015 the Home Hub 5 kept crashing. It crashed and rebooted every 3 minutes. I called customer service and they reset my line profile. Which means they reduced my noise margins, line attenuation and signal attenuation. This meant I now get speeds of 5 meg. Not only that the Home hub 5 still crashes so nothing has been resolved.
I am still trying to communicate with BT India, but I seem to know more about the technicalities that they do.
If I get a resolution i might revise this feedback. Let see what happens.
The good news is that although im tied into a 12 month contract I have read that we are able to terminate if we are not delivered the speeds promised.
- Location
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- Location
- Swindon
- Reviewing
- BT
- Date
- 2015-08-13
- Comments
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I had the BT broadband,TV and phone from by for two years as they were charging the highest rate as the contract monthly was £42 per month it never did came less then £54 a month so now I have to move to my new address what happened was that I called the costumer service for cancelation of service they told me I will be charged £100 plus so I had no choice to stay instead of continue agreement they gave me new no new contract which I have to accept but I was not moving from my present property they cut my all lines and started my new contract as I moved into new property they were suppose to give me the Internet line n phone but didnot n have to wait for a month now a few weeks ago I got the line n was happy but today the line of phone n Internet isn't there so I called the costumer service and they told me it will be fixed after three working days or more by the engeneer but no fix date so I am really unhappy with BT . so I suggest to have other phone line n Internet and waiting when the contract ends I will never keep BT .its not BT it's Bad Treat
- Location
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- Location
- North West
- Reviewing
- BT
- Date
- 2015-08-13
- Comments
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Appalling service. Like so many, we only went with them because my boyfriend wanted BT sport. They have ripped us off every month for the last year. They have LIED to us over and over, changing contractual agreements and pricing for broadband and BT sport it is nearly £50 PER MONTH! We have no home phone and the BT sport has not been used since we moved house 4 months ago and yet every month our bill goes up and up. They refuse to offer a refund and an explanation. CANNOT WAIT TO SWITCH NEXT MONTH.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-08-13
- Comments
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Been trying to place order with BT broadband for the last week now and every time at the last bit of the order procedure it comes up with a screen saying Technical Error Ref #CON-0067. I found the bt brodband deal through site topcashback, a site I have used numerous times and has worked well. After a week of contacting BT not a single member of any customer services, sales or 'Easy Assist' team was able to help me complete my order. None of them could even explain what the error code meant and if it was ever going to be fixed. Useless company with useless customer services.
- Location
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- Location
- Cornwall
- Reviewing
- BT
- Date
- 2015-08-13
- Comments
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Speed rarely reaches 1mb, if more than one person uses the internet it crawls. Engineers have been out and confirm a problem with BT's line locally but has never been fixed. Over £30/month and can't even play a youtube video at peak times? AVOID BT. They LIe.
- Location
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- Location
- Reading
- Reviewing
- BT
- Date
- 2015-08-12
- Comments
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Thieves! Started to charge me for a service I never asked for. I complained they said they would refund and passed me on to someone else. Then was told it couldn't be refunded. Will be pursuing this further. Fortunately my contract is almost up so will be leaving. Also is very difficult to get through, probably due to all the other people complaining about being ripped off.
- Location
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- Location
- Bedfordshire
- Reviewing
- BT
- Date
- 2015-08-12
- Comments
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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!
- Location
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- Location
- Kent, UK
- Reviewing
- BT
- Date
- 2015-08-12
- Comments
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Unfortunately I have the displeasure of dealing with BT in my personal and working life - albeit different arms of the same incompetent beast.
In <4 months of being in what essentially is a BT only area the issues I have experienced are:
- had my broadband date moved back numerous times (over 6 weeks from the initial install date) without reason.
- been charged for the telephone line (which I HAVE to take) during that period yet it fulfilled no purpose.
- had broadband dropouts on a regular basis despite being a few hundred yards from a BT exchange.
- had a BT home hub failure.
- spent 10+ hours on the phone to BT chasing them when they do not call back regarding an issue.
- had BT take my broadband from operational to inoperable whilst making my TV services 'live'. They 'pulled out the stops' and got it back up 4 days later.
-provided an overall pathetic service. The only hopeful piece I can state is that their offshore call centre employs very polite people - if not very competent ones.
On top of this their staff don't listen and I have very little feeling that their services will improve at all. Awful company, awful personnel underpinning an atrocious service.
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2015-08-11
- Comments
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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
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- Location
- woking
- Reviewing
- BT
- Date
- 2015-08-11
- Comments
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BT are a terrible service provider.
SLOW SPEEDS, CONSTANT DROPS, TERRIBLE CUSTOMER SUPPORT.
They LIE.
They don't fix your problem.
They lie about sending engineers.
They are a joke and a disgrace.
THEY ARE A JOKE
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2015-08-11
- Location
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- Location
- Salisbury
- Reviewing
- BT
- Date
- 2015-08-10
- Comments
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My broadband speed is 0.13Mbps and keeps dropping out. also heavy packet loss. The local engineers (openreach) know where the issues are, however there has to be a long, totally pointless and useless conversation with BT everytime before they'll ever get round to sending an engineer out. Overall the support and efficiency of the BT customer service is truly awful
- Location
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- Location
- Ormskirk / West Lancashire
- Reviewing
- BT
- Date
- 2015-08-09
- Comments
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Beware of this company, they don't honour their offers..
I switched from TalkTalk to BT in August 2015 after signing up with then on 20th June 2015. The package was for b/b and w/e calls + bt sport free for the duration of the 12 month contract. Now that the football season is here I tried to activate the sport on my pc but nothing happened.
After making several calls to BT and spoken to their chat line I have been told that the deal changed and I now have to pay £5.00 extra per month for the something which was a free gift.
I just got thru talking to a very nasty c/s dept who would not pass me over to a manager or supervisor, had the cheek to ask why I had only just noticed the service was missing and said that the deals were changed in July. I am guessing that the internet offer was only there to get the business.
Disgrace all round
- Location
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- Location
- Durham
- Reviewing
- BT
- Date
- 2015-08-08
- Comments
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Worst experience ever with a company. They sell themselves are the premium option in the broadband market. This is far from the truth.
They're over a month late with my order and keep wasting my time with missed appointments and excuses.
They've now had the audacity to bill me for service which isn't even connected and say I must pay the bill and be refunded the following month.
They claim the order has become 'stuck' and must be re-ordered.
Avoid at all costs.
- Location
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- Location
- Isle of Wight
- Reviewing
- BT
- Date
- 2015-08-06
- Comments
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Have been with BT 7 Years now ADSL and fiber broadband.
Contract up for renewal this December.
Moving to wightfiber, had enough of BT'S poor customer support and lack of knowledge
- Location
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- Location
- Croydon
- Reviewing
- BT
- Date
- 2015-08-03
- Comments
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Been a BT customer for a number of years and currently have BT Infinity. I moved from Eclipse who for me were the best but at that stage didn't kprovide fibre. Fortunately I have had few problems with BT, if I did I would have gone elsewhere. My gripes:
I upgraded to super fast fibre last year, apart from a slight increase in upload speed I did not notice any difference. Numerous online tests followed until I discovered that BT cannot provide superfast fibre in my area. When I spoke to customer services it was "my fault" as I did not formalise a complaint.
In my view BT don't take care of their own customers - you will wait between 30 minutes to get through to customer services. Horrendous.llloll
BT won't negotiate at renewal, fantastic offers for new customers but unlike competitors and for the rest of us no incentive to remain. I was offered a £1.15 discount on broadband on the basis I had paid a whole year for a service BT couldn't provide.
I've renewed again this year to allow me to find a reliable ISP that takes care of its customers - if there is one out there.
- Location
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- Location
- Dunblane
- Reviewing
- BT
- Date
- 2015-08-03
- Comments
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Dreadful, just dreadful.
I was told I could upgrade to faster broadband - so signed up for it. On the (delayed) activation day the service did not work. I waited all day for it to activate, it didn't. Ended up on the phone to India for an hour - they arranged for an engineer to visit 3 days later.
The engineer arrived one hour early - luckily my son was in, I wasn't.
The engineer confirmed that faster broadband was not available - I am apparently too far away from the exchange (3 miles) and I will NEVER be able to receive faster broadband. I asked him if he could reactivate my old BT broadband - he said 'No'. Apparently my 'old protocols had been wiped, by BT, in the Exchange'. He then told me I (yes, that's right, me!) needed to contact BT - I thought I was already speaking to BT! Apparently not - I was speaking to an engineer from BT Openreach...and that's different to BT Retail.
So I call BT Retail - speak to 2 people in India who can't help me, then 2 in the UK - one of whom can help me (this call takes 1 hour 20 minutes). The BT UK Agent can 'help me' by 'passing on a request to reactivate my old service' - but I'll have to wait 5 working days (a week!) for them to put right what they turned off because they couldn't deliver the service I was sold and didn't even check it first!I will be without broadband for at least 2 weeks in total thanks to BT misselling a service, cutting off my old service and putting me back in a queue to wait whilst they fox what should never have been broken in the first place.
Oh, and I've complained too but I've been told that I'll have to wait 18 days for a response because they are 'very busy right now' - sounds like that's a major signal that your service is utterly crap, BT.
Appalling.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-08-03
- Comments
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Absolutely appalling service and I haven;t even received my internet package yet.
Two weeks 4 different people and no home hub?
I would never recommend BT to anyone after this and I wouldn't have them myself had I not already been given a BT open reach box when buying my property.
- Location
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- Location
- newcastle
- Reviewing
- BT
- Date
- 2015-08-02
- Location
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- Location
- Belfast
- Reviewing
- BT
- Date
- 2015-08-02
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-08-02
- Comments
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I was with sky before i didn't have any problem.when BT people ring me they said they r better than sky and i fall for it now i regret worst broadband as soon as it is weekend i had prob can't wait till my contract ..... Going back to SKY ... Please don't fall for the offer Bt make to their customer
- Location
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- Location
- Planet Earth
- Reviewing
- BT
- Date
- 2015-08-01
- Comments
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Poor, poor service. I have called BT on three occasions (each lasting well over an hour while they pass me from person to person)to help me with my broadband connection constantly dropping out. They must be reading from a script as they in no way attempt to answer any of the problems I have. They refused to upgrade my hub to a hub5 while they offer new customers, welcome vouchers to the tune of £125 while they treat current customers like second class citizens. I have just moved to Sky where the service and attitude is more courteous and informative. BT - your service needs to improve (I was left on hold for 25mins!). No-one appears to have any influence on making decisions - they just pass you on. A dreadful broadband service and customer service. Glad I moved on!
- Location
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- Location
- wolverhampton
- Reviewing
- BT
- Date
- 2015-07-31
- Comments
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Really bad service, should be called, Bollywood Telecom, the people you get through to have not got a clue, spent four hours on the phone so far, two hours in chat rooms, got nowhere, they can not even sort out my board band upgrade, over charged for service that was supposed to be free, can I get refund no, they take your money and you try getting it back, the actual line service works well, just a shame no one knows how to sell an upgrade, and sort out over charging,
- Location
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- Location
- Southampton
- Reviewing
- BT
- Date
- 2015-07-30
- Comments
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I wouldn't NEVER recommend using BT broadband to anyone! Wanted to change mine from Orange to BT, phoned up and they told me they would be able to cancel my live box contract. The Bt hub arrived but didn't connect so phoned up and they said an engineer would be able to come out, who never turned up! Also turns out they never cancelled our current orange box and we are still in the same position we started in! BT ARE USELESS!!!!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-07-30
- Comments
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Wanted to swap from Business broadband to BT Infinity...1st call got me transferred to 4 different people before he said if we get cut off ill call you back on your mobile, call got cut off and no call made to moble.
2nd call got transferred to a home number
3rd call got me transferred to another home number
4th call to a different number took me so I was miffed and wanted to cancel altogether, she said she couldn't cancel it as I didn't have my account number to hand, when asked to speak to a supervisor she said no you will need to ring back (probably to her again)
I will just cancel the phone bill with the bank and wait for the phone call from them
- Location
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- Location
- Stretford
- Reviewing
- BT
- Date
- 2015-07-30
- Comments
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Biggest mistake ever switched to BT so my son could get BT sport free what a huge mistake cannot wait for the year to be up so i can switch back to Virgin speed slow nothing like what was promised internet drops when it feels like boys cant play xbox games without having to reset router again and again
- Location
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- Location
- Stretford
- Reviewing
- BT
- Date
- 2015-07-30
- Comments
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Biggest mistake ever switched to BT so my son could get BT sport free what a huge mistake cannot wait for the year to be up so i can switch back to Virgin speed slow nothing like what was promised internet drops when it feels like boys cant play xbox games without having to reset router again and again
- Location
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- Location
- Derbyshire
- Reviewing
- BT
- Date
- 2015-07-29
- Comments
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I had BT Broadband (9meg) for two years and have to say overall I was generally pleased with it.
I consistently received the promised speed and the reliability was very good (think it went off once for an hour in the
two years).
As soon as infinity was available in my area I 'upgraded'. How I wish I hadn't!!
I've had 'super fast' supposedly 35Mbps broadband now for 4 months, of which it's only really been usable for about one
month in total. I very regularly experience speed drops, on average a drop of 90% of my connection speed to < 1mbps and I'd say
my average speed is probably lower than I had on their 9Mbps connection. I've lost count of the number of times I've called BT and had callbacks scheduled for them to return my calls
to on several occasions not receive said call back.
Everytime you call you have to go through the same 20 questions, reboot your router etc. which is infuriating (I've a
degree in computer science and I'm a software developer so I have a pretty good understanding of how it should work) but they still
make you go through their script and refuse to escalate you to someone you can actually talk too instead of playing 21 questions.
After around 20 calls to them I finally got them to arrange an engineers visit to my house for a set date/timeslot and ensured I was
in, they didn't turn up! When I enquired where the engineer was I was told the job had been assigned to an engineer who wasn't
qualified to do the job so he'd rejected it but I'd not been notified so had been sat in waiting for nothing. Another engineer
was scheduled to come the following day. This time he did turn up and I have to say was fantastic! He was with me for around 3
hours and we talked in length about it and he told me he knew there was nothing wrong with my connection and that it was a fault
at BT's end (a throughput issue) which he couldn't do anything about (the engineers are part of openreach who aren't actually the same company as the
BT who supply the service!). He ran all the diagnostics he could and then phoned BT again on my behalf to explain everything
and we both started laughing when he was made to perform the same basic tasks as I was each time I phoned. "have you rebooted the
router", "can you try it on a cable" etc, etc. What a joke - they don't even trust the engineers they send out to know what they're
on about.
After many many more calls between myself and BT there's still be no real resolution or explanation from BT themselves or any
form of compensation for not being able to use the service I've been paying for for months! I've had other issues too such as
certain pages refusing to load until you refresh several times, something I discovered many people across the country were having
on the BT customer forums yet again BT refuse to acknowledge a problem. I now find myself experiencing issues that prevent
me being able to use the service I'm paying for and I really cannot be bothered to call them to report them as I have no faith
whatsoever in their 'technical' support and don't want to go through the pain and arguments with their first line 'technicians'
to get nowhere. I have to say if I had any other options in my area I wouldn't be with BT!
- Location
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- Location
- Northampton
- Reviewing
- BT
- Date
- 2015-07-27
- Comments
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Overall installation was quick and painless. The speed was a great improvement over our old provider and the HH5 performed reasonably well.
However after the first 8 months we have noticed a considerable drop in reliability in our connection to the HH5, we have normally 3 mobiles and 2 pc's connected at once and the router will flat out stop responding for a good few minutes.
Not sure if it is just our device or what, but I have read that this is a problem that happens to this version of the home hub.
- Location
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- Location
- nottinghamshire
- Reviewing
- BT
- Date
- 2015-07-27
- Comments
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BT infinity. thats what this contract seems like and so does the telephone calls of complaint I've tried to make - infinity. I have buffering on all you tube/music etc. connection drops out every few minutes. This is on a new laptop with wifi. I can only EVER get through to someone in India who doesn't seem to understand English, talks over you when you try to explain that "No we tried that yesterday and the day before and the day before that and all last week and I am not prepared to do the same things YET AGAIN" was offered an engineer at £125. NO I dont want to pay for someone to come and check why I am not getting what I am paying for on my monthly contract. I am paying for it to work, if it doesnt work, I am not paying to find out why it doesnt work. they should be doing that.
- Location
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- Location
- burnopfield
- Reviewing
- BT
- Date
- 2015-07-27
- Comments
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My broadband has been fine only issues are with the TV package.
Absolutely horrendous customer service, after them overcharging my account by £70.04 they withheld my money and said they would take it off my bills each month until it was paid back, every month i had to ring to complain as they continued to take money from me, this has went on for 4 months. At every phone call trying to speak to so called managers with unpronounceable names, getting nowhere was very frustrating, also when asking questions and explaining my frustration to be given a number of long silences with no answers adding to my frustration, i think is an appalling way to treat a customer, when asking for a reference number for which i have many off them now after every phone call, he tried to give me a digit less, so when he heard me counting the digits he then repeated the number giving me an extra digit, knowing his mistake. I cannot wait to be out of my contract with them and will not be using them again.
- Location
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- Location
- Reading
- Reviewing
- BT
- Date
- 2015-07-24
- Comments
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BT was a nightmare and the services I received was poorly. The speed was so variable and quite often I could not read newspapers online because of weak internet speed. When I have had broadband issues it was unbelieveable how BT handled my complaints from India. It was terrible. I noticed that BT people over the phone were telling different things about the problem and it was not innocious mistakes they were rather lies about when BT will resolve the problem or what was the problem. BT has ruined my work as I was working from home and I have been hugely dependent on e-mails which did not work with BT.
I warn you be careful about BT and do not waste your time BT look something else....I lost quite few years with BT and paid so much. I wish I have never have had this unprofessional services from BT.
I feel spry for those Indian agents on the other end of the phone line who were forced to lie about the services they offer.... Shame on BT!
- Location
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- Location
- Cornwall
- Reviewing
- BT
- Date
- 2015-07-24
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2015-07-24
- Comments
-
Shambolic customer service. A week after they disconnected my previous supplier I am still waiting to be connected. So far 3 missed connection dates.
- Location
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- Location
- Caerphilly
- Reviewing
- BT
- Date
- 2015-07-23
- Comments
-
Broadband has never worked the engineer who installed my brand new line left with no working system not knowing why...... BT customer services are a joke - never actually return phone calls - though I have had mysterious silent mobile answer phone messages with no associated phone call- I'm sick of repeating myself and I'm sick of being spoken to like an idiot as if I can't plug in a bleeding hub correctly . They have now cleared my 'fault ' on the online fault tracker ..... I wish ! It all seems like they are cooking their figures for Ofcom ! The public are not that stupid ! I'm so close to just returning the hub etc and telling them to shove their broadband .......if you're thinking of using BT all I can say is DONT!!
- Location
-
- Location
- Engalnd
- Reviewing
- BT
- Date
- 2015-07-19
- Comments
-
BT broadband is terrible the connection speed is poor at best and cannot stream anything without buffering on multiple occasions, even though advertised as super fast and no buffering. The service is poor and would recommend any broadband service except BT
- Location
-
- Location
- Bideford
- Reviewing
- BT
- Date
- 2015-07-19
- 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.
- Location
-
- Location
- glasgow
- Reviewing
- BT
- Date
- 2015-07-18
- Comments
-
Took BT broadband out then got a marketing letter saying if I did not respond they would add other services and charge me! This they claim is legal! asked how much to cancel and they wanted over 200 quid even though I have 10 months left at 5 per month! AVOID AVOID AVOID
- Location
-
- Location
- HANTS
- Reviewing
- BT
- Date
- 2015-07-17
- Comments
-
Four months no internet, 4 promised call backs and Indian call center operatives, who I'm sure are very nice people but cannot deviate from a script and will not help your cause. DO NOT TOUCH BT WITH A BARGEPOLE
- Location
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- Location
- Kingston-Upon-Thames
- Reviewing
- BT
- Date
- 2015-07-17
- Comments
-
My phone line hasn't worked for over a month. I raised a ticket and they said they'd fixed it but they hadn't so i re-opened it after which, nothing.
So I phoned them (06:30 am) and got straight through to Gibson. He was very helpful, checked the line and confirmed there was a fault. He raised another ticket and it is due to be fixed within a week. Plus I get a refund on my line rental.
So apart from the delay in getting the line fixed, customer support were very helpful
- 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.