3,590 Customer Reviews over 90 pages
-
- Location
- Enfield
- Reviewing
- BT
- Date
- 2019-01-28
- Comments
-
BT are an absolute JOKE. Ordered my installation on Jan 5 and was told would be installed on Jan 16. Install was cancelled, and due to "technical complications" had to cancel the order and reorder on Jan 12.
That put the date back to Jan 22, but connections got it back to Jan 16. Then was told the installation was cancelled AGAIN.
Was told it would be done on Jan 28, and have now been informed that the engineer WON'T be able to install... AGAIN!
BT are an absolute JOKE.
They're too big and just don't care about their customers. Stick with a smaller supplier who takes care of their customers.
- Location
-
- Location
- Retford
- Reviewing
- BT
- Date
- 2019-04-12
- Comments
-
Don't know where to begin. Changed from TalkTalk to BT on the hope of internet in every room. Five weeks later, I have no internet. BT gave me a start date, sent the equipment, ended my previous supplier, and then left me stranded. We run a home business, requiring internet. This hasn't seemed to bother the countless BT staff we've contacted. They're all 'sorry', and promise to resolve the issue, etc, but nothing gets done. It's a broken business. I've contacted my MP, because this appalling service should not be allowed to take place.
I'm speechless.
- Location
-
- Location
- WEST WICKHAM
- Reviewing
- BT
- Date
- 2021-07-14
- Comments
-
Engineer didn't show up for the activation. They sent me his number in the morning to contact him - he didn't reply to calls nor txt. Supposed to come between 8-1. Then was contacted by the company that arranges the engineer's visits to say that he will come round. - waited til 6pm - nothing. No response to txt nor calls. Then BT called in the evening saying the need to rearrange the appointment. Not so much an issue if you don't work but I have to take another day off work and being self employed it's loss of earnings.
- Location
-
- Location
- Draycott Derby
- Reviewing
- BT
- Date
- 2018-01-27
- Comments
-
Used to use BT fibre optic at my old property. Speeds were running low alot of the time. Called up to report a problem and they talked me through it on the phone. I fixed it myself then they still sent an engineer and billed me anyway £152. The engineer wasn't needed but they still sent him and charged me for it. Do not waste your time with this company absolute rip off.
- Location
-
- Location
- kings hill
- Reviewing
- BT
- Date
- 2015-10-30
- Comments
-
BT I would love to watch your programmes alas I have been waiting for an instillation of a phone line and Internet for weeks. I have had so many text messages stating we are coming today and never show up, never mind that I have to take a day off work!!! Then i call customer service and they tell me all the technicians are in training! Im sorrry to say it is terrible customer service and I am so disappointed.
- Location
-
- Location
- EDGWARE
- Reviewing
- BT
- Date
- 2016-03-02
- Comments
-
Very unhappy! Don't advise anyone to have a contract with BT! Will just get you frustrated, they are absolutely 100% not delivering on their promises!!! Shame on BT! What a thieves!
- Location
-
- Location
- halifax
- Reviewing
- BT
- Date
- 2016-07-20
- Comments
-
terrible service - use broadband everyday and although I live in the 'near' countryside, expecting with fibre optics to get 15GB
I end up getting less than 10 - and even 5 most days
the broadband 'sticks' and web pages stick most times
also - I DO NOT like the way they add sneaky little extras like 'display view'with TPS on the bill - I do not have a display phone, still get loads of unwanted calls (about 3+ a day)and when I try to remove the option, it is so complicated to understand the choices (they have a sneaky way of hiding options) that you give up in case you choose something worse!
- Location
-
- Location
- Bournemouth
- Reviewing
- BT
- Date
- 2016-10-19
- Comments
-
Broadband at the moment abysmal, sick to death of hanging on a phone waiting to be answered, shocking service, shame on BT
- Location
-
- Location
- Nottingham, UK
- Reviewing
- BT
- Date
- 2016-11-04
- Comments
-
Switched from Sky to BT due to their claims of having the fastest speeds in the UK... Since then, the connection drops out completely around twice per week for no apparent reason... Leaves us with no Internet for hours at a time. The speeds are OK during the day (I work from home), but as soon as it hits 4pm they die a death. I'm writing this at 5.11pm and a speed test tells me I'm receiving 5mb/s when I pay for 50.
Would not recommend them. Customer services operation is based abroad which I wouldn't care about if I could get through to someone quickly, unfortunately you'll be on hold for 30mins at a time to get through.
Can't wait for my contract to end.
- Location
-
- Location
- Merseyside
- Reviewing
- BT
- Date
- 2023-03-08
- Comments
-
I’ve just been on to BT again about Broadband not working, it has never fully worked since installation, they keep sending out engineers but as soon as they walk out the door it goes off again , the last time they said to me your in a contract , I said I’m not in a contract and when he looked back he said your right your now on a 30 day rolling contract , he said to me give it on more try to see if we can fix it , I’ll give you £42.99 in credit and if it doesn’t work just phone us and give £30 days notice and cancel , so I did , it hasn’t worked for a full day since , I phone up today to cancel and after being given the run around and hard sell to upgrade to another so called better broadband which they kept me on the phone for over a hour telling me sky who am going to are worse than Bt and use the same crap engineers as BT , openreach I think he called them , when he could talk me around he threatened me with charging me £565 for a cancellation fee , when I told him I’m not in a contract and only on a 30 day rolling contract he said if it doesn’t say that on my screen your not and are liable for the cancellation fee , BT have become the scum of the earth the way they think they can bully pensioners around, whatever you do don’t buy any services from BT , they just Lie about everything , I can’t wait to see them in court ,
- Location
-
- Location
- emneth
- Reviewing
- BT
- Date
- 2009-11-15
- Comments
-
speed is very poor .7meg, computer locks up frequently, often have to close down and log in again as the broadband fails. Once bt have you signed up for 18months they couldnt give a toss, help desk in india WHAT A FARCE!!!!!! trying to get any sense makes you suicidal, i despair
- Location
-
- Location
- Oxford
- Reviewing
- BT
- Date
- 2015-10-30
- Comments
-
Please do not use BT if you have any other alternative. Sadly we didn't. BT's customer service is appalling! It's taken us 15 months and literally hundreds of phone calls to get infinity broadband installed in our office. Just one example - on the day the engineer was due to upgrade us to infinity we stayed in the office specially but nobody turned up and we had no communication from BT. They also cut-off our 'normal' broadband service. Customer services told me that due to a 'technical error' the order had got 'stuck' and they couldn't restart our normal broadband service until the next engineer visit. They said they'd call back in 2 hours with the next visit date. They didn't. A week later we got notification of the next engineer visit, 3 weeks later. On that visit the engineer did turn up but said he couldn't restart our broadband because all the information he'd been given about the exchange was wrong and the previous engineer's notes (the one who didn't turn up!) were incomplete. Back to customer services. The woman there had no record of any engineer visits and was almost in tears because Open Reach wouldn't take her calls. So it goes on...
- Location
-
- Location
- Datchet
- Reviewing
- BT
- Date
- 2021-09-09
- Comments
-
Absolutely irresponsible service. The engineers didn’t turn up on the date I have been given. When I called BT customer service they don’t have any clue/ they did not contact the open reach. The date I was given was 3 weeks after order — very delayed set up dates.Even after waiting 3 weeks nothing has been done by them. Then they have me another 3 weeks time. Which means 6 weeks for installation. No communication from them. I had to call millions of time to understand what’s happening. And when you call each person come up with differing information. Basically I fed up with the long wait and moved to virgin. They gave me 1 week time to set up. Let’s see what virgin can do!
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2016-10-19
- Comments
-
Absolutely the worst company, in terms of reliability and customer service. Joined then and left a month later, after having to log 3 complaints for a multitude of different issues.
PLEASE DO NOT JOIN BT UNDER ANY CIRCUMSTANCES
- Location
-
- Location
- Bedford
- Reviewing
- BT
- Date
- 2016-10-24
- Comments
-
I have been waiting over a week for BT to get my broadband up and running. I have called them 3 times and, first of all they managed to get the landline working but not the broadband.
The next two times the Indian call centre people told me to wait until midnight and each time there was no difference by the next morning.
Finally, I called to cancel and they asked me to give them from Saturday until Monday to get BT Open Reach to fix things (do I care whose fault it is?).
It didn't work so I have cancelled the contract.
I would have stayed with Virgin if they also operated in the area I have moved to.
- Location
-
- Location
- Ivybridge
- Reviewing
- BT
- Date
- 2023-03-08
- Comments
-
Awful experience. Charged over £60 for service that was shockingly slow requiring multiple calls to reset and fix. Pushed to upgrade but switched to Virgin media. Much faster, more channels and better service.
- Location
-
- Location
- Bradford
- Reviewing
- BT
- Date
- 2023-10-06
- Comments
-
The worst mistake I have made switching to bt I think I should be able to cancel my contract don't think I have had a week without problems
- Location
-
- Location
- North Wales
- Reviewing
- BT
- Date
- 2020-12-31
- Comments
-
Bt boardband, Connection, speed problems. customer service is shocking
- Location
-
- Location
- Takeley, Bishops Stortford
- Reviewing
- BT
- Date
- 2014-07-03
- Comments
-
complained to BT stating slow broadband speed. They sent an engineer who decided best way to improve speed was to disconnect bedroom phone line. He did this and left telling me he had also contacted the office and they would boost the power. I am now without bedroom phone,£125 lighter for his services and still rubbish download speed and dodgy hub that you have to turn on and off twice before the blue lights come on.
- Location
-
- Location
- Worcestershire
- Reviewing
- BT
- Date
- 2018-10-13
- Comments
-
The hours i have spent on the phone to this company is beyond belief. AVOID in the end switched to XNL for business very professional and great communications and they answer the phone within 5 seconds. Should the big wigs be brought in front of a parliamentary committee and drilled about why they are providing a unacceptable service!
- 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
- 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
- Birmingham
- Reviewing
- BT
- Date
- 2021-05-13
- Comments
-
We were due to have services installed at the property, with the only appointment window options being 8-1 or 1-6pm. Incredibly inconvenient with school dropoff/pickup, but can't be helped so we made many arrangements to accommodate. They bombarded me with emails and texts telling me to make sure I was in. And on the morning giving the name of the engineer and his mobile number. But nothing happened. No-one turned up, no-one answered my texts or calls. And then when I spent almost an hour on the phone I was told "it might have been a resources or time issue", and once the engineer submitted his notes that evening they would come back to me to arrange a new appointment. They did not. I then spent over an hour on the phone, through a range of departments and 4 different people, with one gem being "we don't want to keep passing you around on hold, that would be a bit of a wind-up"... and then proceeding to put me onto some different kind of caller queue that I never came off. Utterly unbelievable - the most atrocious organisation of services I have ever experienced, with what apparently was an approach of palming me off on hold/new caller queues as they couldn't/wouldn't deal with the problem themselves (call-time targets to hit??). I am completely understanding of operators trying to do their best job. But clearly the policies and systems in place with BT customer service are dysfunctional.
- Location
-
- Location
- Peterborough
- Reviewing
- BT
- Date
- 2021-11-08
- Comments
-
Even putting 1 star is better than they deserve. The absolute worst internet I have ever had. Internet speeds ( by them ) were 15mb lower than they said, and my tests were absolutely disgraceful. I work from home so need a stable connection, however it has been impossible to do ANYTHING. Internet speeds showing a whopping 1mb/s (if that sometimes) pages taking years to load, youtube videos buffering on 240p. I have had to work from my friends house the last 2 weeks because of this and it's totally unacceptable. Never ever using BT again, the service is an absolute joke.
- Location
-
- Location
- Sutton Coldfield
- Reviewing
- BT
- Date
- 2016-10-19
- Comments
-
put a order in 4 1/2 weeks ago they came the first time on time although we could not find where the wires entered the building fair enough this wasn't either ours or their fault. We got in contact with the landlord of the property to find out where and got that sorted so WE rand back a few days later I say we as BT did not get in touch after Outreach couldn't do the job. I rang and they said I had the wrong address apparently I should be living in the Isle of wight not the midlands. got put through to the manager who said he had sorted it out he put records straight and made another appointment with Outreach to come out the following Monday when we had arranged to have the key from the landlord. They came out the Friday before when no one was at there my son was in lectures at Uni this is his flat he is in his last year and needs the internet for his dissitation. The engineer rang me and I told him I we had been told he would be there on Monday and we had arranged for the key to wires to be there on that date. Monday came no engineer so we rang BT they rang outreach no appointment had been made for that date or so they say. They made another date for the following Wednesday morning. Wednesday morning came and went no engineer so We rang again they rang outreach apparently the engineer was running late. but my son had to do some shopping which I said I would do he also had to go to a meeting with university Officer training corps UOTC at 4pm he was fuming and quite rightly so. anyway I pick up his shopping and go over to take over from him. There is an Outreach van there I speak to the engineer he was working at a neighbour Id just missed our engineer I should ring BT and they can ring the office to get him back my son was in the building he had the key i can't get in without it. I go into the flat and ring Bt the woman refused to ring outreach as I did not have my account number but my identity could have been easily prooved once the call had been made also their are other security questions the could have asked which were set up on making the order. She put the phone down on me when I asked for the manager the one who supposedly made an appointment for the previous Monday. I rang My other son turned up also at University with his phone so I asked him to get up my Emails to get my account number and I rang them again they asked my name I told them they told me they had no account in that name so I told them my account number they said that was a false account number all their account numbers begin with GT and not BT which is what my a Email said it was. he then listened to my story and I asked him if he could ring outreach he told me he didn't deal with broadband only broken land lines yet it was the same number i'd rang before all this took an hour on the phone he said he would get me transferred to someone who could help but he was busy so it couldnt do it for 1/2 hour there is about 5 min wait for me to ring. So he said he would ring back I said with 5 mins he said 10mins so I waited someone rang who was prepared to ring Outreach to ask why he had not rung the bell she asked for my name the address twice telephone number and my account number which suddenly was the correct one and my security question by this time My son had missed his important meeting with the UTOC he will now be in trouble. by this time of course it was a whole 2hrs later and getting dark of course the engineer wasn't going to come back. I felt like the whole of the customer service was having some kind of sick joke with me. I am sure this not the first time this has happened. It is like some one is trying to sabotage A good old British firm needs looking into by some one
- Location
-
- Location
- Midlands
- Reviewing
- BT
- Date
- 2017-01-17
- Comments
-
AVOID. Dreadful service. Had to phone > 6 times to get direct debit sorted. Credit card details and security code given over 4 times. Each time verbal confirmation that all was well now. In spite of this, BT suspended internet without warning. Manager in UK office was offhand and said I should take a business contract, but denied that ordinary customers are treated worse than business - which doesn't augur well for businesses. Promises to call back and confirm arrangements in writing not kept. Conflicting information from customer services.
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2018-03-05
- Comments
-
I have been waiting for BT to connect our broadband for 4 weeks. They have had to cancel the original order and create a new one today meaning we will be without internet for another 3 weeks. They claim we can use their BT wifi network but their own website shows it is not available on our road. Terrible service. Offered no help. We paid £59 set up fee which was more than other providers. Would not recommend
- Location
-
- Location
- Dronfield, Sheffield
- Reviewing
- BT
- Date
- 2010-09-19
- Comments
-
After another problem, this week at 330k on my line and being reported by the "technical specialists" at BT as working fine at 7MB (which I've never had!! 2MB at best when it works) I've had enough. CONTRACT TERMINATED!
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2015-10-16
- Comments
-
Bt is a terrible internet provider. It's okay when it's working but when it's not it can take upwards of 3 weeks for someone to even consider fixing it. If you call them you get through to someone in India who often cannot tell you the problem or lies to you. It's the worst internet provider available
- Location
-
- Location
- Kent
- Reviewing
- BT
- Date
- 2016-10-11
- Comments
-
The worse service I have ever had. Started with a missed engineer appointment and has just gone down hill from there! Customer service team is non existent and 2 months after placing my order I finally have my service up and running! I've been transferred to their non UK based call centres more times than I can remember and have had the phone put down on me twice. I've had promises of calls back and no one calls and I've had my broadband delayed on numerous occasions without being told. Ongoing complaint with BT and trying to speak to them is impossible. When they do call me they are dismissive and for the missed appointment, which I took a day off work for, they offer me an offensive £10 compensation. I was with Sky for 5 years before BT and although they were not perfect I can see now why they are worth paying the extra!! If you are thinking of switching or joining then don't!
- Location
-
- Location
- winchester
- Reviewing
- BT
- Date
- 2020-03-18
- Comments
-
TERRIBLE service. Penalised for being loyal- still paying £45/month when they are offering the same service far cheaper (£20/month). Do they not have a duty of care to inform you of better packages? PLUS I was getting 2-3mB not the 30mb minimum... compensation of £20 IF I signed up to a new contract! Absolutely appalling.
- Location
-
- Location
- bromsgrove
- Reviewing
- BT
- Date
- 2009-11-17
- Comments
-
they switch me to a lower speed . some indian from BT said he was doing us a special deal. weve been ripped off and get through to put it right!!
- Location
-
- Location
- Yorks
- Reviewing
- BT
- Date
- 2013-12-12
- Comments
-
I ordered BT Infinity and telephone and received an "installation" date of 10 days later. I booked a day off for the engineer as the installation was between 8 and 1pm. The day before I get a text telling me that the date has now changed to a day later! I now took off another day.
The next day, the day my service was originally going to be installed, I received an email telling me that my phone number was now live and my broadband was going to be installed the following day.
The next day I sit waiting all morning....The engineer turns up at 1:30pm! Ok ill let him off...
He tries to install the broadband only to discover that there is no phone line!!! He asked if the engineer had been to install the line...Urm no I thought that you would be doing it.... His reply? He wasn't qualified to work on "copper" wire!!!!!
I called BT..... Big mistake. Indian call centre wasn't my issue, staff that passed me from department to department for almost 2 hours is. I started the call at 2pm and finished at 4.15!
Totally useless. I tried to log a complaint and after telling them that there is an external problem with their line at the actual box in the street, I was advised that I should go to another BB provider!!!! Idiots! It doesn't matter which service provider I go to if the problem is with the BT box outside, I will never get a connection!!!
Advice...DO NOT DEAL WITH THESE IDIOTS AND CERTAINLY NOT ON AN 18 MONTH CONTRACT!!!
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2021-07-09
- Comments
-
Very bad customer service.
BT broadband sales did the credit check and all then letting me know that the broadband installation at my house will be done after three months. It is ridiculous. Complete waste of time
- Location
-
- Location
- Thurso
- Reviewing
- BT
- Date
- 2016-05-28
- Comments
-
BT is terrible. Their customer service is appalling and none of them know what they really talking about. So far I have spoken to bt pretty much every day for the past two weeks and been given 4-5 different excuses as to why my account isn't active. The latest one was because they have cancelled my order due to difficulties???? I am still waiting for a callback from them from a week ago from their complaints department... surprise surprise. Absolutely shocking company! How they have business I don't know???
- Location
-
- Location
- Cardiff
- Reviewing
- BT
- Date
- 2016-08-03
- Comments
-
Appalling service - Broadband is slow and drops out all the time, sometimes it just disappears completely for hours at a time.
On top of this BT have just put their prices up by 20% 3 months into a 12 month contract. I am unable to cancel the contract as they notified my via email. Unfortunately I missed it as it got lost in all the millions of marketing emails they send me so this is my fault technically.
Customer service is appalling, long waits on the phone, aggressive and unhelpful staff. Cancellation fee to end contract is more than the remainder of the contract will actually cost me if I stay with them.
This short term attitude will lose them customers long term as I will just wait until the cancellation fee is under £100 and switch to sky who will pay this amount back to me for switching.
Terrible all round service, would not recommend BT to my worst enemy.
- Location
-
- Location
- Nottingham
- Reviewing
- BT
- Date
- 2017-02-17
- Comments
-
Absolutely shocking. I'm on Infinity 56meg, rarely ever see those speeds. Furthermore, we live in a 2 bed terraced house and signal drops in and out if we're further away from the router.
The customer service is useless, you'll be waiting for an hour just to speak to someone who doesn't have a clue what they're talking about.
They also throttle speeds (whether they'll admit it or not). At 5.02pm every day, the speed will drop through the floor and remain shaky for the whole evening.
We're lucky that they've just tried to increase prices mid-contract (I don't know how that's an acceptable way to do business), this means we're allowed to break contract and move to another supplier.
If you're thinking of moving to BT, don't. We were on Sky before which was reasonable but that was just standard broadband. Everyone that we've spoken to on Virgin Fibre has said it's fantastic. Pay a little extra and avoid the issues we've had.
- Location
-
- Location
- Brighouse
- Reviewing
- BT
- Date
- 2020-07-24
- Comments
-
Bt just don't want to listen to their customers. They make promises which they cannot, and do not, fulfill. Getting to talk to a manager is harder than getting blood from a stone. If they actually did what they say they are going to do that would be a change for the better.
- Location
-
- Location
- Derby
- Reviewing
- BT
- Date
- 2017-08-17
- Comments
-
Our broadband service has been consistently bad the entire length of our contract with BT both excruciatingly slow and intermittent every single day. Faults never get fully resolved and customer service doesn't help with the situation. When we eventually moved home and didn't want to take BT with us we had to pay out the rest of our contract even though they had not held up their end of the contract. So basically the only person in contract is you not BT.
- Location
-
- Location
- East London
- Reviewing
- BT
- Date
- 2011-07-26
- Comments
-
BT is terrible! Been on it for years with a up to 8meg package, 10 GB max bandwidth and my local area with bt is 3mps, while my actual speed with bt is 1-300kbps! I've contacted BT on many occasions but they ignore me and tell me it's my fault, my problem... even when I moved house, changed equipment etc - BT sucks! Stuck with a terrible connection, their customer services are the worst and atm the connection drops out A LOT! Worst time was keeping disconnecting and reconnecting constantly for hours - so no connection! My opinion, DON'T USE BT! Unreliable, slow speeds, bad customer service and overall ... bad!
- 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.