3,590 Customer Reviews over 90 pages
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- Location
- SHROPSHIRE
- Reviewing
- BT
- Date
- 2017-05-14
- Comments
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Was going to move to sky for free unlimited broadband deal. BT then offered a similar deal so I stayed put (better the devil you know than the devil you don't). Ever since my broadband has been wholly unreliable. A real issue as I work from home quite a lot. Rang up to complain. Apparently no problem with line but a dodgy hub. New hub arrived - low and behold exactly the same problem. Call me synical but free unlimited broadband seems to mean you have to fight it out with everybody else for the service - I've been a Bt customer since 1995 but clearly loyalty means jack! Unless it improves I will be moving at the end of the year!!
- Location
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- Location
- SHROPSHIRE
- Reviewing
- BT
- Date
- 2017-08-11
- Comments
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Look at all the negative reviews. All these people can't be wrong. And they aren't. AVOID BT. I have been trying to correct an overcharging error on my account since I joined 12 months ago. I have wasted hours and hours with BT and got nowhere. They are currently overcharging me by £100 and have disconnected my broadband despite being involved in a dispute resolution process with the ombudsman over this.
Their customer service is absolutely hopeless.
BT need to realise that there are a finite number of potential customers in the UK and once they have annoyed/frustrated/ripped off the majority of these, they will no longer have a viable business
- Location
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- Location
- shropshire
- Reviewing
- BT
- Date
- 2015-11-30
- Comments
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Terrible service throughout both with my home account and business unfortunalty due to rural location they seemed to have cornered the market and no other company can offer what i need. Total rubbish and as soon as lines are updated and we have an option who to be with it certainly will not be BT
- Location
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- Location
- Shropshire
- Reviewing
- BT
- Date
- 2015-10-29
- Comments
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Our broadband is constantly going off, fed up with being threatened with charges if a fault is not found and to topic all, had an appointment yesterday soda to stay in from 8am to 1pm. Sometime during the morning the broadband was going on and off so maybe an engineer was working on it. However no contact with us to say if work had been done or if problem fixed. Where is common courtesy at least a call to say what is going on. We are in a rural location which seems to be an excuse for poor service and low speeds. WE get better and faster broadband in the Bahamas on an island 5 miles long. It is possible but I guess we just do not matter enough.
- Location
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- Location
- Shropshire
- Reviewing
- BT
- Date
- 2015-07-08
- Comments
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Two weeks ago my broadband usage suddenly shot up from 8.64GB on the friday to 16.46GB on sat. I'd been out most of the day and knew it couldn't possibly be right so I contacted BT on their online chat and a gentleman called Zahid spent about 20 mins trying to find out what the problem was. He asked me to monitor the usage for the next couple of days, and advised me how to change my wireless password, (which I had long since forgotten.) Then sent me a text message and said to reply to it with a time they could call me if the usage was still high. On the monday it had gone up to 25.73GB so I sent a text, and someone called me back within 15 mins. He said there had been several complaints from customers about higher than usual usage and they were working on a solution. He assured me I wouldn't be charged for the excess usage, and sure enough when my bill came yesterday, there were no extra charges. BT get a lot of flack for their customer service, but on this occasion, I am very satisfied with the service I received.
- Location
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- Location
- Shropshire
- Reviewing
- BT
- Date
- 2015-12-02
- Comments
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Such a poor service. Did not revive any services that were booked in regards to moving our phone and Internet to our new property. All conversations were denied that an engineer was ever booked when I approached BT via phone call. So moved to another provider due to BT's in competence. Then two months later I've received a bill for a service that I've not even used. There is not even any person living in our new house so there's no possible way a bill could have been built up.
Absolutely appalled and BT will not be recieveing a penny from me. Don't fall in to their trap!! You will get stung!!
- Location
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- Location
- Shropshire
- Reviewing
- BT
- Date
- 2016-06-20
- Comments
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overall poor. Since I decided to quit BT ive had 4 fraudulent telephone calls maintaining they're BT until I ask for their number then they hang up. This has been reported. They maintain there is a fault with the system
Beware
- Location
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- Location
- Sidlesham
- Reviewing
- BT
- Date
- 2011-04-06
- Comments
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Using the same equipment (Line,Computers & wiring ) as previous provider ( Plusnet ) but BTs' wireless Hub 3 - used wired Cat5 - my overall speed and 'reliability' and lack of tech support went from Bad to Appalling.
New Delhi Call Centre is the best thing about BTs' "service" !
Another "Non Customer Facing" outfit where THEY contact YOU, but YOU cannot contact THEM without devoting hours and hours to phone calls - email contact not allowed !!
I have a 25% DOWNTIME record so far - and counting.....
THEY (BT) are VERY GOOD at sending out BILLS - pity their service lacks value IMHO.
- Location
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- Location
- Sileby
- Reviewing
- BT
- Date
- 2015-11-03
- Comments
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I was quite pleased with BT but there prices kept going up and up so I decided to leave them I received a letter which I found threading and because I am coming out my contract a bit before it ends the are going to charge me over £70 which I find exorbitant as being a pensioner that's a lot of money these companies have you over a barrel so be careful who you sign up with BT are not as good as you think they don't care about old customers.
- Location
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- Location
- Silverstone
- Reviewing
- BT
- Date
- 2018-11-30
- Comments
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This company is shocking I moved into my new home and gave 2 weeks notice to BT that I was moving. I spoke to home move team who explained I will be getting my hub posted and a engineer was booked also, I was happy with that set up.
On the day of the new hub arriving I rang to find out what time they were turning up. This is where the problems started. I was calling the customers services team they did not recognise i had moved and could not find the information regarding any engineers or Wi-Fi hub being sent then they cut me off.
I rang again and that person also said the same thing. I called up a 3rd time and they found my details without any problems? I was then told I would have to wait, 3 more weeks with no phone, WiFi or TV.
I made a complaint 1 week ago but have heard nothing back from them. They are the worse company I have dealt with, they lie and tell you stuff that is not true. The funny thing I have texts and email confirming it all.
I have no choice but to use these jokers I will be emailing the onbusman, and telling everyone because they want to ignore me.
- Location
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- Location
- sittingbourne
- Reviewing
- BT
- Date
- 2015-02-08
- Comments
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Poor service yet again from BT. I wonder whether any of their departments communicate.. I have TV broadband and phone with BT... I recently became eligible for Netflix free as part of my package.. Signed up for it... I enquired as to me having Netflix in the past and cancelling my subscription would be a problem as its the same email address I use now... I was told no problem... And yet on setting up my new box which took 25 minutes , only to discover Netflix not working... I then phoned BT only to spend a further forty minutes of my time talking to asia, only to then be told oh the department we need is closed ... I will have to call you tomorrow... Apparently I should of received an email from another department... Of course, standard with BT... Said email has not been sent... Every time I use BT for any sort of upgrade it is never straightforward or simple.. And always involves being pushed from pillar to post and taken forever to be resolved....I have come to accept that this poor service is just the norm from BT... And that yes of course most definitely means no not possible...i am infuriated by their incapapabilities
- Location
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- Location
- Sittingbourne
- Reviewing
- BT
- Date
- 2015-11-20
- Comments
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Summary of my BT experience:
1. They cancelled the engineer without telling me so I am left waiting for him at home like a mug having taken a day off work for it.
2. They tried to deny that the engineer was booked in the first place then they denied it was a free offer on the 78MB/S fibre so they clearly don't know their online customer e-commerce experience.
3. I was passed between 4 different advisors 5 or 6 times each claiming I needed to speak to someone else before someone finally decided to take responsibility.
4. They offered a convoluted solution which involved me paying £130 for the engineer and then phoning them again to claim it should be free (unprofessional) wasting another day of my life and a potential dispute over the cost of the engineer.
5. The presale broadband estimated speed was D/L 60M/Bs it is 50MB/s (hugely off and misleading). 2nd day into bedding in (you're supposed to allow 3) but I highly doubt it will go anywhere near 60. THIS and the free engineer socket replacement was THE reason I chose BT.
My advice: Go with Sky if you possibly can over BT - their (BT) customer service is absolutely horrific and I hope I will never have to phone them again when the contract is up next year I will definitely be switching to someone else.
Detailed experience:
I wanted to go with Sky as I had heard only good things about their overall service and flexibility but apparently being the responsible suppliers they are, they did not have any more fibre deals available for my exchange as they keep the numbers reasonable to reduce the contention ratio and thereby provide a better service during peak times to the sum of their customers.
From the remaining suppliers I opted for BT despite the fact that I had received a number of warnings about BT broadband from friends and even my wife as well as reading reviews, but I never expected it to be this bad only two days into my service.
I ordered the service online on 06/11/2015 for my new home. This was for the 78/19MB/s fibre service including phone line. In the ordering process I was presented with an option to book an engineer at no extra cost (£50 for lesser deals) or self install the service. I chose for the engineer to come around because it included him/her replacing the phone socket to a more suitable location.
The phone line was activated on 09/11/2015
The fibre was activated on 18/11/2015
The engineer was booked for 20/11/2015
So here I am, taking a day off work, on the 20th sitting twiddling my thumbs waiting for the engineer to come. At around 1pm I got a little concerned and checked up on my order online and noted that the engineer appointment had magically disappeared. So I phoned BT and was fobbed off to one department after another and back again. They claimed that the engineer was not necessary but then I explained that it was part of the deal that I bought so eventually after an hour or more on the line, they offer to send an engineer but to charge me £130 for it!!!
They said that they will charge but then I phone them back and tell them that it was supposed to be free (not very professional at all) and to get the amount credited to my account. I asked them to send an email to confirm that the conversation but the advisor refused and said she would put a note on my account for when I called. I acquiesced to this and asked when the engineer would come and I was given a date of 1st of Dec which coupled with the ordeal of having to phone them again put me off completely and I told them to forget it and I would hire an engineer myself which I have done at a cost of £120.
- Location
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- Location
- Sittingbourne
- Reviewing
- BT
- Date
- 2009-10-01
- Comments
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BT Business customer - very happy with price and performance.
- Location
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- Location
- Sittingbourne
- Reviewing
- BT
- Date
- 2017-03-20
- Comments
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Had issues since day one, even with placing the order. To receive the gift card included in the offer I had to call every day for 4 months.
Decided to cancel because they decide to increase the price for the second time in a year. BT tried to convince me to stay offering me to pay more (???).
A week before the end of the contract the quality of the line dropped drastically.
- Location
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- Location
- skelmersdale
- Reviewing
- BT
- Date
- 2014-09-23
- Comments
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Frustratingly bad experience. Two appointments required to re-activate a line, and second to install broadband - arbitrarily changed by BT to two different days. Asked to be called when the engineer and told this was not possible. Waited in all morning for the engineeer to arrive but he was a no-show. Called BT and could not speak to anyone who could shed any light on the situation, merely put through to an automated message, telling me everything on track. Absolutely no way I could recommend this company, and can find no positive comment to make about them.
- Location
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- Location
- Skipton
- Reviewing
- BT
- Date
- 2017-10-25
- Comments
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Customer service is beyond awful (it wouldn't let me give zero stars). The line developed a fault which mysteriously resolved itself a day, and despite me getting text confirmation that it had been cancelled, they still sent the engineer out anyway. On cancelling my contract for TV, I had to write a letter to complain after they flatly refused to take my complaint about contract termination charges by telephone. Refused to allow me to give advance notice (more than a month) notice to terminate my contract. I was lied to and deliberately (I feel) misled as to my rights under the "Unfair Terms in Consumer Contracts" Regulations. An eerily similar, awful experience when trying to cancel broadband a few months later. It really is hard to put in words how awful they are to deal with on any level, but woe betide you if you want to leave them someday...
- Location
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- Location
- Sleaford
- Reviewing
- BT
- Date
- 2021-12-24
- Comments
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Ordered broadband for 13th of December.Doesnt work even now on 24th of december. Engineers missed 3 appointsments only 1 out of 4 appointsments where succesfull i lost so much money waiting for them to never even get message saying they wont show up. After I called i kept getting different excuse. Now I got yet another my 5th appointment for 30th and who the hell knows if they will show up bt staff sure as hell doesnt.Ridiculous avoid at all costs
- Location
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- Location
- Slimbridge
- Reviewing
- BT
- Date
- 2016-07-21
- Comments
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My internet though infinity is so unreliable I have to use BTWifi-with-FON if I want an internet connection.
- Location
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- Location
- Slough
- Reviewing
- BT
- Date
- 2016-01-05
- Comments
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Absolutely rubbish, keep sending engineers to fit a line when there is only a bit of rope in the manhole/duct then they find the duct stops a foot from the local point. Today I had to kidnap the engineer and ended up with the police on the phone to BT to explain how rubbish they were!
- Location
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- Location
- Slough
- Reviewing
- BT
- Date
- 2022-03-10
- Comments
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Broadband speed and reliability are as advertised, without delays or disruptions in service.
However, if you want to cancel your contract beware that if your cancellation date falls even one day into the new billing cycle, you will be charged the full months amount. God forbid you cancel the DD because you will get a CHEQUE!!! Never had the same problem with Hyperoptic or Virgin, unfortunately these two did not provide their service to my area at the time as I would have gone with them instead. To sum it up, there are better otpions out there, pick anything but BT.
- Location
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- Location
- Slough
- Reviewing
- BT
- Date
- 2018-07-20
- Comments
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Honestly, the broadband speed isn't that bad, but what makes BT so disappointing is the customer service and reliability. BT worked fine until about a year ago when it started cutting off for no reason. I've contacted BT and they said nothing is wrong with it. I only have 1 regret and that is staying with BT for this long. If you are looking for a good broadband, go to virgin... I would suggest against getting BT.
- Location
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- Location
- Slough
- Reviewing
- BT
- Date
- 2009-07-30
- Comments
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better than other supplier that i have at this address at least my broadband works 24/7 rather than not working for week in 3 mounths & the supplier taking a week or longer to get me up & running again yes my speed is not fast but that is due to the distance of my house to the exchange so it does not matter who my supplier is my speed will not change & with some suppliers it was actualy less (not sure how that happens) but at least with BT it has been reliable.
- Location
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- Location
- Slough
- Reviewing
- BT
- Date
- 2018-12-03
- Comments
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They are FULL OF ****.
Besides the fact that they actually have speed drops constantly, their internet crashes on a weekly basis, super expensive and ling their asses off.
On their superfiber page they lie about Virgin Media which was the best and fastest internet provider in UK for a long time and they will be the best stil.
- Location
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- Location
- Slough
- Reviewing
- BT
- Date
- 2017-04-26
- Comments
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BT have gotta be thr biggest shamballs out there. No internet for the past 3ina 1/2 weeks. Ring one person they slam you with one story. Ring another and somehow theres another yet completely different story.
BT is rubbish. Absolutely rubbish! You dont get anything they give you with their package. My hub has been flashing orange all day. If there was a way of shutting the company down and getting to declare admistriation i would so help out. Biggest scam of the century. I have no shame in writing what i am writing. I would not recommend them to anyone. As far as the fibre optic goes. There aint any. Its all a scam. All they want is the money from the customers. Thats all. Absolute disgrace.
- Location
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- Location
- Smith
- Reviewing
- BT
- Date
- 2018-11-22
- Comments
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Ridiculous WiFi, slow speeds paying for 50 barely getting 10mb/s , poor connection issues, says it’s connected but no internet , download speeds are better in potato than their hubs and you’d get better customer service from a lamppost than one of their staff keeping you on hold through till your mid 20’s
- Location
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- Location
- Soberton
- Reviewing
- BT
- Date
- 2016-02-05
- Comments
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Just a poor level or service delivery, I mean all the adverts boasting about the fastest internet etc..
My average download line speed is 1 mb i mean that's awful compared to the country average of around 17 mb.
Just not happy!!
- Location
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- Location
- Solihull
- Reviewing
- BT
- Date
- 2021-08-22
- Comments
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Worst wifi ever, dosent even work properly cuts out every few minutes if i could rate it no stars i would.just because every other company buys there supplies from here dosent mean its a good company. sort your wifi out we switched from sky because its cheaper to use BT, but definatley wasnt worth swapping, the wifi and signal has never been so bad ever. had to buy 8 boosters that dont do anything either, waste of your money
- Location
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- Location
- Solihull
- Reviewing
- BT
- Date
- 2013-12-16
- Comments
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Maybe I am open of the lucky ones. So far, BT have been BRILLIANT. Setup was easy, speed is spectacular, 100% reliable and well worth the extra pennies.
bt+i-Mac is supreme. Thank-you. Keep it up.
- Location
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- Location
- Solihull
- Reviewing
- BT
- Date
- 2020-05-13
- Comments
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Have been with BT for a long time. Never had any problems. Re ently upgraded to fibre (FREE) and all is excellent.
- Location
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- Location
- Solihull
- Reviewing
- BT
- Date
- 2022-07-28
- Comments
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Since being with BT I have had problems with my Wi-Fi dropping in and out.
After 1/2 hour on the phone today the only solution I was offered was renew my contract for a future 2 years on a higher price !!
Looks like I will be going back to talk talk for 1/2 the price and for 12 years never had a problem with the Wi-Fi
- Location
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- Location
- Solihull
- Reviewing
- BT
- Date
- 2016-09-09
- Comments
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Very poor throughout, and it gets worse when your contract ends.
It is painful, and you will waste hours, probably 1.5 days being passed from one idiot to another, and they will keep trying to close your complaint.
Avoid at all costs
- Location
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- Location
- Solihull
- Reviewing
- BT
- Date
- 2017-03-23
- Comments
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There are few words in english that would sufficiently capture the incompetence of BT customer and technical service.
I ordered broadband a month ago. That it hasn't arrived obviously is not news. But the reasons customer service have given could not be made up. From bandwidth to red light to mismatch between BT and service team to previous user (new build!). It wouldn't have surprised me to hear that a snake was found in the neighbourhood and so no broadband.
So was told to expect a call (before 9pm!!) today that would solve all problems. I've been sat at home since. I called at 8am, 2pm and a few minutes to 9pm. No call. In fact the night team finally suggested to wait for that call 5 days hence!! I have never been so frustrated.
Why would there be such universal opprobrium against a service? And why is that service still in business? BT has a monopoly of the market and this MUST STOP.
- Location
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- Location
- Solihull
- Reviewing
- BT
- Date
- 2016-06-28
- Comments
-
For several months my Homehub 2 was cutting out. I reported it twice and was fobbed off by customer services who said it was - connected to wrong socket/interference by microwave/cordless phone etc etc. They would not believe the homehub could be faulty.In the end I bought a Homehub 3 from ebay and have had no problems since. They appear to have logged only one complaint even though I complained twice earlier this year and refuse to compensate me for several months bad service.
- Location
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- Location
- Solihull
- Reviewing
- BT
- Date
- 2020-02-13
- Comments
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I am pretty sure that some of the less favourable reviews are concocted by other broadband companies to put you off using BT. Maybe I am one of tjhe ucky ones, but in all honesty I have had excellent servic e from BT. The only time I had to have an engineer in, was because of my own stupidity when making connection between the PC and router. I have found over the last seven years that the broaDBAnd has NEVER failed, that the speed is most satisfactory and the price is admittedly high, but it's the old story- you get what you pay for.
- Location
-
- Location
- solihull
- Reviewing
- BT
- Date
- 2013-12-12
- Comments
-
I appear to be one of the lucky ones. Excellent speeds through copper wire- more than 16mbs on average. Excellent service, well worth the money.
- Location
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- Location
- Solihull
- Reviewing
- BT
- Date
- 2022-08-01
- Location
-
- Location
- Solihull
- Reviewing
- BT
- Date
- 2017-08-03
- Comments
-
We were stuck with BT for months. We tried to cancel after the broadband was so slow it was literally unusable, but their customer service was so bad it took many hours and phone calls before they actually did it. At first they just tried to tell us it was impossible
- Location
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- Location
- Somerset
- Reviewing
- BT
- Date
- 2017-01-23
- Comments
-
As per other reviews, the customer service provided is terrible. Very unhelpful staff (BT raised prices last year to provide better customer service!). They will terminate the call if they don't understand your issue.
Complaint handlers say they will resolve the issues but never do. The problem just goes on and on and no one will do anything. BT prices are constantly going up to fund the Premier League, I am moving on.
- Location
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- Location
- Somerset
- Reviewing
- BT
- Date
- 2018-09-27
- Comments
-
I am a company, we contacted BT to connect a new line and broadband.
the engineer arrived on the monday as planned, but did not install a new line, I was told a survey for an extra cable was needed, this I was told would be within 48 hours and my new line would be fitted by the end of that week.
after no response and calls I finally get told the survey would not happen until nearly two weeks later and the line installation a date could not be given.
So we are moving in to an office with nice new computers, desks and chairs,,, even a nice coffee machine, but no telephones or broadband! We are a service company, with no telephones!!!
BT you are without a doubt the most pathetic organisation I have had the misfortune to deal with. The Legal case stars now!!
- Location
-
- Location
- somerset
- Reviewing
- BT
- Date
- 2015-11-09
- Comments
-
All went well until broadband kept crashing! then customer service failed bt no end. I waited for phone calls that were promised but never came! It wasn't until I blew after no end of me calling them it has been decided to send me a new home hub but even then I have pay out for delivery!
NOT IMPRESSED!
- 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.