3,590 Customer Reviews over 90 pages
-
- Location
- Sevenoaks
- Reviewing
- BT
- Date
- 2016-12-22
- Comments
-
Being rural, we are supplied by phone and broadband via copper wire from the exchange. 2.2 Mbs. I applied for BT infinity 5 years ago and checked progress with the upgrade, online. Two years ago I was advised that we would have Infinity within a year but when it didn't happen I contacted Openreach and they confirmed that we had slipped off the priority list and now we are not even on the schedule. Talk about not knowing what they are talking about.
- Location
-
- Location
- shams
- Reviewing
- BT
- Date
- 2014-02-17
- Comments
-
I joined BT on 14/02/14, I have broadband but no land line, over 4 days I am having a hellish time, it is absolute torture, customer service is an incompetent one and have no clue and gives no help whatsoever.
do not join, do not join BT you will regret.
- Location
-
- Location
- Shavington Crewe
- Reviewing
- BT
- Date
- 2018-11-27
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2015-05-01
- Comments
-
Bad speeds, cuts off every weekend for hours at a time, whenever we ring up they just say its our fault and send another modem that never helps with the problem.
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2017-01-26
- Comments
-
So many problems, have been told will be contacted within 24 hours so many times and they never have. Their customer support is non existent.
I would avoid at all costs, they couldnt get our phone connected for weeks. Then took longer to sort broadband despite calls and on-line chats. My wife and I have wasted so much time.
Have reported them to OFCOM over product miss-selling.
Consider other providers before BT, they are a broken company.
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2023-08-08
- Comments
-
Been waiting since 6th July for broadband.All we keep getting is fauls promises and different excuses every time we ring up. Shocking
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2016-03-24
- Comments
-
Disappointed is not right word for this, as a new customer I have been given 3 different activation dates to now and still theres a technical fault with my order they. I regret to have left my old provider and now stuck in this...un believable
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2021-09-18
- Comments
-
This is the first bad review I've actively given besides the odd verbal comment in 32 years, the customer service and situation I have been left in as a BT customer is disgusting.
Two nights ago around 10pm I received 3 emails all at once stating my WiFi would be shut off and account closed, a few minutes later the WiFi was off.
I called the next day to find out what had happened as I'd never missed a payment and had a package deal through EE, I was informed I'd not payed a £11.13 charge for installation 4 month prior which was confusing, I'd never had an installation as the landline had been in and working for years. How've after looking back I did find the email with the charge so after paying £92 with extra charges I was told I could have the WiFi back on.... Only to then be told my account has been closed anyway, I was then asked to return my hub and that if I wanted to continue with my service I might be given a more expensive plan, I was then told if I wanted to cancel I would have to pay cancellation charges for the remainder of my contract which was 18 months. After trying to explain I didn't want to cancel my contract you cancelled on me and that I wanted it to keep working as before I was then told to call back tomorrow afternoon sometime around 3pm and speak to the sales team.
The conversation the next day turned out to be a positive one with the customer service person saying i can start a new contract exactly the same as the old one and have you up and running straight away, wait 10 minutes for a confirmation email then that's everything...
The email informed me that I was being charged another £40 connection charge, £9.95 delivery for a new hub which would arrive in 11 days, as someone who works from home my business cannot function without using the internet and while still being charged for an account that I've never missed a payment on and still having the original hub plugged in flashing purple I'm left feeling utterly defeated and unable to earn a living.
Again this is the first negative review I have ever left but it took a mighty difficult situation to do so, apologies if I've waffled on but this company is horrendous.
For anyone reading this you'd be better off signing up with THREE
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2023-02-18
- Comments
-
My broadband speed is really poor I can’t event watch a live football match, everytime I do a speed test it fails, constantly getting lied to by them
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2017-06-19
- Comments
-
As a student moving back home to my parents' house after completing my degree I was surprised to find myself charged with a £31 cancellation fee after using BT services for 2 years. My parents already use BT services at their home so I cannot carry the service to my new address and cannot change service providers as I am moving out. I was also asked to pay for the services for a further 30 days despite me not requiring internet after moving out. Last year when I rang BT I was told to ring back within 30 days of moving out to cancel the service, not that I need to give 30 days notice. Very disappointed with the service and, as a student, would rather not pay for internet in a house I am not living in.
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2023-10-25
- Comments
-
Rude, unhelpful, late, poor workmanship, can’t deliver in the speeds they promise
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2023-07-17
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2023-07-18
- Comments
-
Ordered new broadband we were moving home. Promised new installation by 6th July 23. Been put back 4 times now 28th July 23 absolutely shocking from customer service.
- Location
-
- Location
- sheffield
- Reviewing
- BT
- Date
- 2015-05-16
- Comments
-
Don't even go there BT are the worst company i have ever dealt with... internet is poor beyond belief even my land lines don't work anymore,. ring for help and you someone in india
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2016-04-01
- Comments
-
DISGUSTING!! 2 hours in the phone for 3 days and no one to talk and when they answered put the phone down on me :o I am paying for a service that I am
No getting. They are charging me for Internet but I have none!! Really? According to them the system did it. Resolve my problem but don't waste my time. I work from
Home and everyday, every hour I am missing on money. Wooooow!!
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2022-04-15
- Comments
-
Absolute dissatisfaction, Terrible customer service, very poor connection, moved supply was the only thing I could do, BT offered £25 refund for 2 years of poor service!
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2018-08-22
- Comments
-
Had a great service until after 2 years with broadband the contract ends and I end up getting charged £50, for 2 months in a row.
It was really nice for BT to tell me the contract would be ending and I would need to give them notice before leave. Absolutely appalling! I would recommend them highly before this happened, but I will not be returning in the future!
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2015-04-24
- Comments
-
I went from Virgin to BT and I have regretted it ever since. I can't wait for my contract to expire so I can get my broadband from somewhere else. Rubish !
- Location
-
- Location
- sheffield
- Reviewing
- BT
- Date
- 2009-11-13
- Comments
-
the speed that BT advertise is by no means reflected iin their actual broadband provision. I have had nothing but a slow connection, resembling the old 'pay as you surf' days- since we switched from Orange. A move I regret making.
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2015-04-25
- Comments
-
I went from Virgin to BT and I have regretted it ever since. I can't wait for my contract to expire so I can get my broadband from somewhere else.RUBISH !
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2016-12-13
- Comments
-
Wish I had stayed with plain broadband, i keep loosing infinity many time per day, I've been writing this now for half an hour, Witten it 4 times, but haven't managed to finish it as it keeps going down. Lost it again, now it's back. Wonder for how long.
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2015-08-24
- Comments
-
Just had bt package activated,very impressed,everything turned up on time,activation on time,early days but very happy with the service
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2016-07-05
- Comments
-
Now I don't usually do this, leave reviews I mean but I desperately want to discuss my issues with bt even if it only helps one person refrain from signing up to the worst service provider ever; no I am not being theatrical. So it all started when I ordered my infinity 1 and entertainment plus tv package, now anyone who has read up on bt knows how expensive the services are, but hey you must pay good money for good services, but hey, I did my bit now I'm just waiting on bt to do theirs. At first they gave me the wrong hub so I got standard broadband instead of my infinity which in turn led to me not receiving my premiuim channels, sucks right? Well when I called up I was hung up on twice and then finally spoke to someone who seemed genuinely interested in sorting out my problem, or maybe it's just because we all know "calls are recorded for quality purposes" HAH what a joke that is I am actually in fits of giggles.. no, I lied, I most definitely am not. So anyway even though I didn't receive the correct services for the first month I paid my bill having faith that good old abdul or as you and I know him as 'Adam from bt' well you let me down didn't you Adam or abdul or whatever. And now my second payment has been taken and can you believe the cheek??! They've taken almost triple what my bill should be out of my bank.. I am still greaving over my hard earned cash. I mean I don't even have a landline so I can't be going over on my call package, I have unlimited broadband so it can't be that WHATEVER YOU DO, DO NOT GET BT SERVICES
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2018-09-03
- Comments
-
Complete ****. Got kicked off 8 times in 2 hours. Never works. Complained multiple times and they don't do anything. Get sky
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2018-09-03
- Comments
-
Cuts off every day. Never works. Has been happening for the past year constantly. Kicked me off 8 times in an hour. Get sky
- Location
-
- Location
- SHEFFIELD SOUTH YORKSHIRE
- Reviewing
- BT
- Date
- 2018-08-15
- Comments
-
I left sky to move to bt only because I wanted bt sports for the champions league and sky was not offering that service. It like leaving an ok relationship in search for a better one but instead find yourself in a worse relationship but u can not leave because of the kids. In this case bt is bad relationship and the contract is the kids. The customer service team is really poor at their job. I woke up this morning with my services down, I phone in and the first adviser I spoke with hang the call off because I asked him to give me 5 minuets to find my customer number, when I phone back in to explain what I went through with the first customer service advisor he didn’t stop to think that I am not happy but better still talk over me. I then tried to explain that I make arrangements to clear up my account on Friday 17th August he went in confrontation mode saying my account was blocked because I didn’t pay my bills and the extension time slot is 7days. I tried to make him understand that bt customer service team is really poor at their job just by everything I experienced that I can’t recommend anyone to bt. This isn’t the first time. It is the fourth times this happening the first three was my internet being very slow but for every time when I call back in to cancel my services I will speak to one of the good once I was asked to upgrade my service. Right now I can only take enough if this continues, my only option is to leave and for me personally I won’t recommend anyone to use this service.
- Location
-
- Location
- sheffield uk
- Reviewing
- BT
- Date
- 2016-12-13
- Comments
-
It was good at first year. 24/7 good fluent and 2m/sec download speed. I guess it was because I was the first BT user in this building(I paid the line installation fee). Then at second year, the nightmare began. Instability all the time at random periods of day. Download speed was down to 1mb/sec. I guess BT just add another client so we have to share this line. Yet the staff just cannot do anything.
- Location
-
- Location
- Shenfield Essex
- Reviewing
- BT
- Date
- 2015-01-13
- Comments
-
Useless - I think I have spent over day on the phone transferring between departments to get my blasted broadband to work. Every call has lasted about 3 hours and all asking the same questions again and again. My broadband works sporadically and is soooooo slow. BT engineers don't turn up for appointments after you've taken the day off work. If you can get someone else, try them unluckily for me I'm contracted until the summer which I will spend in Costa using their Wi Fi as mine is beyond useless.
- Location
-
- Location
- SHERBORNE
- Reviewing
- BT
- Date
- 2016-04-01
- Location
-
- Location
- Sherborne, Dorset
- Reviewing
- BT
- Date
- 2009-08-17
- Comments
-
Terrible broadband performance at around 0.3Mbps being delivered after a recent housemove.
- Location
-
- Location
- Shipston-on-Stour
- Reviewing
- BT
- Date
- 2023-11-23
- Comments
-
Shockingly rubbish rural service with indifferent customer service response (they just want to close any query/complaint instantly).... then they cut me off with no reminder. How do you start off with a monopoly on telecomms, yet end up so inept and hated
- Location
-
- Location
- Shirley
- Reviewing
- BT
- Date
- 2019-04-08
- Comments
-
worst providers I have come across EVER !!!! we have the same trouble every month and every time we think it's sorted that crop back up. The internet is shocking and we end up having to use 4g on mobiles most of the month. The bill is an absolute nightmare ! we phone to pay every month and ask them to change the date of the direct debit, they have always said it's done and we have the same problem the month after and then we have to pay late charges. this month is the first time we have been told that the direct debit can not be changed and they have no recorded of us being told we can change it. staff can be rude and the last conversation I had I told the lady I was thinking of leaving and she hung up on me.
- Location
-
- Location
- Shocklach
- Reviewing
- BT
- Date
- 2019-11-13
- Comments
-
We went with bt as the previous tenant was with bt and we thought it would be a straight forward swap to our name. This was not the case ! We had an order for the phone line and internet to be changed into our name (which apparently you need an engineer to come out 2 weeks later to do) when this was done, we recieved a new number ..we requested from day one to keep the previous number as we were running a business and that was the number our customers where familiar with. We were informed that as soon as the order was completed we can ring up to confirm the number change, So we did. We were then informed that the number would be changed within 24 hours .... 24 hours later the number was still not changed. After ringing back the following day we were then informed that there was another order on the account that had to be completed before the number could be changed. As we had not placed an order they cancelled the order and told us it would be another 24 hours before the order would be cancelled and then to ring back for the number to be changed. So as you can guess we rang back 24 hours later to change the number to then be told someone didnt cancel the order so they would cancel it and it would take another 24 hours ( why it takes 24 hours to press the cancel order button I do not know! ) since receiving our bt order on 5th November we are still waiting to have the number changed back to the original number! After being on the phone many days and many hours I was finally passed to a supervisor who informed me that IF I WAS TO PAY FOR THE BUSINESS ACCOUNT I WOULD RECEIVE A BETTER SERVICE! Which we were told at the beginning it will be easier to stay as a personal customer for now as that is what the previous tenant was and that it would be easy enough to change at a later date! After speaking to this supervisor I was informed that he would cancel the order and he would call me back to re arrange the phone number change between 11:00-13:00, did I recieve a phone call ? NO I DID NOT! I rand up at 13:02 to find out why I hadn't recieved my phone call and the lady on the phone said she had passed the message on for me to get my phone call. The NEXT day I recieved a call which was not from a supervisor and was informed there is nothing they could do as I'm not named on the account even though they have been speaking to me everyday since getting Bt and everyday they recieved permission to talk to me and permission to change the number! All we want to do is have the original number back on the landline which has took 8 DAYS so far and still counting ...
- Location
-
- Location
- Shoreham-by-Sea
- Reviewing
- BT
- Date
- 2014-09-20
- Comments
-
Joined BT from SKY last year because SKY was getting too expensive. Wish I hadn't!
I ordered the whole package with BT online at the end of September with one of their offers. Got an email confirming order. A few weeks later when should've been installed nothing happened and nobody turned up. They had lost the order which meant I had lost the special deal and price and they said (more or less) its hard luck!
I complained and eventually got the original offer and more with their top fibre optic broadband.
When it was all installed and up and running I couldn't believe that I had been paying SKY'S high prices for so long because the broadband speed was brilliant (for a short while) and the TV was just what I wanted with a few extra channels and BT Sport.
However, that feeling didn't last long! The BTTV box kept freezing between channels and had to be rebooted and reset every day. I had my 5th TV box about a month ago but and its still rubbish. The software has not been thought about properly and is not up to running the box.
Numerous engineers have visited checking everything but nothing has really been accomplished.
Fibre optic broadband started off good but then started dropping out numerous times every day. BT say that up to 10 'drop offs' a day are acceptable. Normally, that wouldn't have been that much of a problem but because BT Sport and the extra channels(SYFY, FOX, COMEDY CENTRAL ETC) are received over the internet, it means that these are unavailable until broadband is back up and running. It also means that if any of those channels are set to record during a drop out, then the recording fails! Many BT Outreach engineer visits later and 3 replacement Homehubs and the problem still occurs. Usually every afternoon for some reason.
I have spent tens of hours on the phone to BT support and have had a slight bit of compensation for one month.
A few weeks ago I decided that enough was enough and told BT that I wanted to be released from my contract because of their lack of service to me, and they agreed that they would not hold me to term but I would have to give them 30 days notice. I gave them that notice verbally during that telephone call and they said they would confirm everything in writing soon after. I then decided to join Virgin Media and agreed to an 18 month contract with their 'Big Kahuna' bundle.
I got a letter a few days later stating I would have to pay BT an extra £101 pounds because I was leaving before the end of my contract!!!!
I phoned them and explained that they had agreed to let me leave before the end of my contract but they said there is nothing on file about that. I then asked that they should listen to the recording of the phone call when this was agreed unless it had 'conveniently' been lost. They said that if there is a dispute with this and the recording had gone missing then the decision will go with the customer, so I will have to wait and see what happens.
I can't say that I would recommend BT to anyone after my experience.
- Location
-
- Location
- Shrewsbury
- Reviewing
- BT
- Date
- 2023-09-18
- Comments
-
Where to start on such a dismal service? Returning to a let property and having a teenager wanting fibre speeds for gaming, I chose BT Full Fibre. This was 5 years ago. They arranged an engineer to visit the property on three occasions. Three occasions they didn’t turn up. Three occasions I sat at home missing work. After the third I cancelled. Few years went by on copper, reasonably satisfied but this renewal I reached out again to BT. Distant memories of that awful service were but that, just a distant memory. This time it will be different I told myself. I stayed home. 5 hour time slot. No problem I said. Seven hours in, engineer appears. Shrugs shoulders and leaves stating he hasn’t got the equipment the installation needs and to contact BT. This I did. No apology. Thought it was completely fine to be two hours outside the appointment window. Nothing. I cancelled once more. Again. How many more times will this pathetic excuse of a company keep letting hard working people down like this? Walk away. They don’t deserve your business.
- Location
-
- Location
- Shrewsbury
- Reviewing
- BT
- Date
- 2021-12-30
- Comments
-
Was receiving poor download speed and BT decided to send out an engineer. I asked whether I should call and cancel the appointment if the problem resolved itself and was told no. Engineer arrived and the problem had resolved itself. BT engineer made a passing comment about a 3rd party extender we use for a games console but as the only device connected to this is a games console and not the two laptops (laptop always uses an Ethernet cable into the modem) it wasn’t an issue. Next month we receive an £85 bill stating that the engineer (not employed by BT but a company named qube) said that the extender was causing the problem. Spoke with BT who will not do anything stating that they can only go of the notes from a 3rd party engineer. Effectively being charged £85 for having a 3rd party booster in the house. Now told the only way to get a refund is to speak with this 3rd party company and have them change the notes? Although we have been given no contact details for them.
- Location
-
- Location
- Shrewsbury
- Reviewing
- BT
- Date
- 2016-05-01
- Comments
-
As a new customer I was told it would be two weeks before I receive my router this was the quickest they could send one out. I recieved the router exactly two weeks later and installed it only to find that when they said it would go live it didn't. After phoning the customer service number I was informed after 40 minutes waiting I was talking to someone in India which is where the BT customer service team is based. When i informed them of my lack of service they informed me it would be fixed within 48 hours. Now 72 hours later I rang them back where I was told it will not be fixed for another 4 days. This means from initially starting my contract with BT it will of been 3 weeks before I have the chance of internet. The customer service is shoddy and 'british telecom' seem to have no interest in the British customer. Appaling.
- Location
-
- Location
- shropshire
- Reviewing
- BT
- Date
- 2016-01-05
- Comments
-
I would give minus 1 if I could same old as everyone else, my phone bills only ever were 50.00 month max moved to bt when we moved house now touching £115.00 month when I was assured max bill would be £40.00 I also felt staff were very smug when speaking to poor trained staff.
I will now only communicate through email until my contract finishes next month YIPPEE!!!
I am now in communication with the Ombudsman and advise everyone on this website to do the same
- Location
-
- Location
- Shropshire
- Reviewing
- BT
- Date
- 2014-11-20
- Comments
-
Switched from sky who were reliable but too expensive. 5 weeks past connection date with BT and still no broadband. Absolutely disgusting service order timed out because it took too long on there system. Order escalated without any real improvement. As they have not fulfilled the contract I am cancelling and moving to another provider. Any provider. Steer clear of BT. Not impressed at all!
- Location
-
- Location
- Shropshire
- Reviewing
- BT
- Date
- 2016-02-26
- Comments
-
The village was connected very recently and posters trumpet the fact. Why? The speed is slow at best and connection is non-existant for several hours a day.
- 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.