3,590 Customer Reviews over 90 pages
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- Location
- Somerset
- Reviewing
- BT
- Date
- 2017-12-14
- Comments
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Dreadful company , "foreign" custmoer service the worst I have ever dealt with. Just read from a sheet and dont actually listen. Very poor quality of service down to BT openreach frequent bodged cable repars. Final laugh the cold called me offering to upgrade ( at a price ) to infinity broadband, errr why would I do that when I have several miles of dud copper cable laying in a ditch
- Location
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- Location
- Somerset
- Reviewing
- BT
- Date
- 2015-12-23
- Comments
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Normally by are on a par with most services, although being the leading communications provider one would hope they would be above the rest, however my recent experience has shown a significantly worse side to the company. I reported a fault in the phone line over 10 days ago. They have still not committed to when they will fix it and have left me without telephone or internet. This experience has left me in outrage over the terrible response times. Sadly there is no other company we can switch to that can offer better service as they all run off bt's lines. I'm very disappointed in this company.
- Location
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- Location
- Somerset
- Reviewing
- BT
- Date
- 2014-01-24
- Comments
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In a world where Broadband and telephones are just about essential BT cannot allocate an engineer to fix a fault IN THEIR TELEPHONE EXCHANGE in less than a week. We have no useable telephone and no broadband and the earliest they can fix it is January 28th. Perhaps if they took customer service seriously they'd reflect on this employ more engineers and maybe reduce the pay of executives by a small proportion to fund this - the outgoing chief, Ian Livingston, was paid £18.5 million (yes million) last year. An extra engineer or several on £30K or so would hardly dent his pay.
- Location
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- Location
- Somerset
- Reviewing
- BT
- Date
- 2021-03-25
- Comments
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Finally leaving BT after over 30 years. I’ve stuck with them and rubbish Broadband, spending Thousands in the process, in the hope it will improve or Fibre would arrive. In the past 24 hours I’ve been cut off and not phoned back, lied to that I can’t raise a complaint unless I leave and kept on hold for up to 30 minutes. Going to 4G and giving up our landline. In my opinion they should no longer be allowed to operate
- Location
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- Location
- Somerset
- Reviewing
- BT
- Date
- 2016-07-24
- Comments
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I have had interrupted broadband and limited service broadband for almost a week now. Prices went up and I started a new contract three months ago.
I keep having to reset hub several times a day. This is hopeless.
- Location
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- Location
- Somerset
- Reviewing
- BT
- Date
- 2019-07-30
- Comments
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Rubbish speed, less than 50% of advertised, very poor customer services, resorted to contacting CEO of BT and even he could not get an engineer to sort out the problems. So sick of being on the end of poor connection, and poor customer services.
- Location
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- Location
- Somerset
- Reviewing
- BT
- Date
- 2015-02-04
- Comments
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have tried for over a month to move from Sky broadband to BT infinity 2 (due to their monopoly with fibre) and it has been a nightmare! first my address couldn't be found on their database, appointment booked only for engineer visit to be canceled 2 days before, tried calling to fix this and passed around the globe from one call centre to another with no one having a clue what the problem is. have spent well over 5 hours on the phone trying to resolve this but with no luck. The managing director of sales (libby Barr) should be sacked
- Location
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- Location
- Somerset
- Reviewing
- BT
- Date
- 2022-05-05
- Comments
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Avoid Avoid Avoid continuous low speeds, was put on the best deal for broadband, was guaranteed a certain speed, this was not working for us! Bad connection and very slow, we were offered disks which added to my monthly bill, many more times with the speed being a issue! Rung today with yet more problems! My speed is guaranteed 65 I think! The call advisor was shocked that it was only 2 no £100 cash for continuous issues with speed etc, am not allowed to leave without paying a fee!!! Absolutely shocking service! I can not wait for my contract to end
- Location
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- Location
- Somerset
- Reviewing
- BT
- Date
- 2021-10-21
- Comments
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Absolutely awful! Paid for full fibre 900
Yes 900 to the hub, then a fluctuating poor WiFi, literally often less than 20mb.
After 2 hubs and endless calls from bt I bring home my hub from work, a different make (draytec) Absolutely fine, stable, reliable 700 give or take WiFi.. so in short if you want full fibre then expect to pay out for a hub/router that performs
Really really shocking how bad bt hub is
- Location
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- Location
- Sonerset
- Reviewing
- BT
- Date
- 2015-05-02
- Comments
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Appalling customers service from the moment I upgraded my package in Nov 2014. Mistake after mistake, given the wrong information regarding my gift card. Had to raise two complaints with BT both of which said no to gift card, then when I raised with ombudsman suddenly BT listened to my calls and oh after all I was entitled to my voucher. This process took approx 3 months to sort.
My account was also set up incorrectly and I was billed for services I had cancelled then my monthly direct debit plan wasn't set up and I ended up on a quarterly plan having over £200 taken out without warning as my account had been set up on paperless billing (I hadn't requested this).
As a result of this I have now accumulated a large debit balance on my account. In several occasion I have come home to find my service disconnected without receiving any warning. Every time I ring I end up having a very lengthy conversation and am assured that if I set up an agreement to pay of the outstanding balance by July then my services will not be affected actin. Despite this my services have still been disconnected without warning despite me keeping to the agreement. Each time a lengthy call to BT has been involved.
The customer service I had received has been dreadful from start to finish. I have requested that my package be cancelled but it appears BT can treat their customers however they like but they still have no right to cancel as they are under contact. What about BTs contract to provide me with good customer service.?
At no point have I received an apology or an offer of compensation for the time I have had to waste as a result of the poor service I have received from BT.
I am currently in the process of looking into the matter with the assistance of OFCOM and the ombudsman.
I will make my views known in appropriate services because to be honest I have heard the same complaints from many other people. I certainly won't be recommending BT or using them again. The end of my contact can't come soon enough!
- Location
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- Location
- South Bucks
- Reviewing
- BT
- Date
- 2016-08-18
- Comments
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Hideous. Unreliable and not worth the money. Go anywhere else.
- Location
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- Location
- South Bucks
- Reviewing
- BT
- Date
- 2016-04-16
- Comments
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On the 76MB 'Pro' package. Connectivity consistently drops throughout the day, and speeds when connectivity is available is comedically short of the 76Mb headline speed. On a good day wifi speeds are around 2mb and hard wired speeds closer to 6mb. Utter joke. Unfortunately Virgin Media isn't available, so only alternative option is to stick with whichever ISP chooses to front the BT 76Mb service claim.
- Location
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- Location
- South Coast
- Reviewing
- BT
- Date
- 2016-08-31
- Comments
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Works well in the daytime - sometimes!! but after 6.00 pm forget it, can't access most websites, e mails, or anything else. Told by BT customer service that with Infinity, that is due on stream next month, all our access problems will be resolved. Signed up, (probably the wrong decision) but we will see. At the moment makes me feel ashamed to have the British prefix attached to this pathetic service. Had better broadband speeds on a boat in the middle of Frace than we have here in the UK.
- Location
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- Location
- South Derbyshire
- Reviewing
- BT
- Date
- 2019-05-29
- Comments
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BT Broadband customer for over 10 years, poor service, speed maximum DL 2.2 Mb/s. Complained many times over last 10 years same results. BT says I live too far for exchange, I live less than 6 miles from a major city centre & less than 1 mile from 20 Mb/s plus locations. This in 2019!
- Location
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- Location
- South Derbyshire
- Reviewing
- BT
- Date
- 2018-05-01
- Comments
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Set up a house move well in advance
It failed and 5 days later and many many calls and promises that my service and connection will be live soon
Still nothing
Every day I am phoning and promises made again
But nothing again!!!!
I phone again (now 5 days after failed connection) to be promised a case manager to get my connection planned and told me a set up call planned later today
And failed no call
Today told oh sorry it’s been moved as call 72 hours away
- Location
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- Location
- South Devon
- Reviewing
- BT
- Date
- 2015-02-24
- Comments
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Unimpressed and angry with BT
Upgraded to Infinity 1 unlimited after our normal BT Broadband was getting worse, ie frequent times when no internet available .suspected they were doing it on purpose to nudge you into fibre super fast broadband.
My New hub5 arrived on schedule and for a few days my speed was almost the 37 meg as advertised.
Then tried to watch Eurosport Player bloody hopeless. Stops after a every couple of minutes,useless trying to watch live sport.
Started getting emails from Libby in customer services asking for their Youview box to be returned. We had BT TV for over 12 months and paid £50 to BT for the Youview box and was told at the time that after 12 months we can keep the box,.
I declined their reduced price offer of £2 per month when I upgraded to Infinity 1 . They have a nerve to keep asking by text messages as well as email for the box back.
To add insult to injury they have just charged me £5.60 for exceeding my monthly allowance of 40gig.
Don't these stupid people know that I have unlimited broadband use with Infinity 1.after being persuaded by them to upgrade.
Oh and checked my speed today 5 meg this morning and 10 meg this evening.
I have threatened to report them to trading standards/offcom
If they don't refund my £5.60 immediately. Don't hold your breath.Bt need exposing on watchdog or you and yours.!!!
- Location
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- Location
- South East London
- Reviewing
- BT
- Date
- 2017-04-11
- Comments
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I wish I'd read these reviews before switching. We've had the contract 8 months now and the internet has never worked properly. It cuts out at least 10 times a day, it just drops out for no reason. It's meant I can't rely on working at home, we can't watch netflix in the evening, or anything internet related. I've called repeatedly and been told unhelpful tips (like that the only way they can guarantee a good connection is if we plug into an ethernet cable. In 2017 you're telling me you can't provide WIFI???????? ), or have said they've fixed it when they haven't.
We will definitely be switching as soon as our contract is up. Never go with these guys.
- Location
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- Location
- South East London
- Reviewing
- BT
- Date
- 2009-10-10
- Comments
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The speed is average but drops considerably on a regular basis, far too unreliable.
- Location
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- Location
- South East UK
- Reviewing
- BT
- Date
- 2015-11-17
- Comments
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My change from standard broadband to infinity worked seamlessly. Hub delivered on time and upgrade occurred without me having to do anything or even be in. It's true I had to a MAKE a firm point about new customers being charged less but as a loyal customer I was given a very good deal. Other providers may be a bit cheaper but I'm not game to move given how well BT has always worked for me. I'm not sure they always give the same info when you ring up so you do have to be rather on the ball but if it ain't broke don't fix it. Very happy with BT
- Location
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- Location
- South Elmsall
- Reviewing
- BT
- Date
- 2021-08-15
- Comments
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It's the worst thing I've never experienced. For the past few months I had a nightmare with this ****** company. I nearly got fired because of you're internet conection. They promised me that I would have minimum of 5MB/s and I have 0.8MB/s, I've opened 5 complains about this and no one cares as they said: there's nothing we can do about it. They've charged me for a things that I no longer have. They're the worst. If you need a broadband, do not choose BT.
- Location
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- Location
- South Lanarkshire.
- Reviewing
- BT
- Date
- 2019-02-27
- Comments
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Never had a problem with my package. Fast connection, reasonable price and they have given me amazing customer service every single time.
- Location
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- Location
- South London
- Reviewing
- BT
- Date
- 2017-04-10
- Comments
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I Cannot believe how bad this company is. I came to this country not knwoing much about the competition but speaking to BT, they gave me all the possible good vibes about using them and i signed up with them. in my first year, I was horrified and terrified by the bills and their AWFUL AND DIABOLICAL customer service. every single call that I have made to this company was over an hour, wasting my time and at the end of the call, you feel brain dead because the customer service people twist their words and statements so much. I would recommend NOT TO USE THEM WHAT SO EVER. i can go ON AND ON about them but I can't be bothered to waste any more of my time and Google's space for reviews.
- Location
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- Location
- south london
- Reviewing
- BT
- Date
- 2017-06-07
- Comments
-
pay for up to 76mb get average of 2mb, yes only 2mb that's at different times and days. bt looked into it and stated that i had a "good" service!!!!
- Location
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- Location
- South Oxfordshire
- Reviewing
- BT
- Date
- 2016-05-30
- Comments
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Well, 15 weeks into contract and issues still not resolved and eventually they have the cheek to say they will now let us cancel our contract. First two weeks no service at all and they said we must have set it up wrong so had to take half day off work to wait for engineer to call. The engineer confirmed it was their fault as they had set it up wrong at the exchange. This was supposedly corrected. Still no broad band tv channels after fix was applied. Was then told it was a line speed issue and ours wasn't fast enough to receive the required channels. Two days later was told it was a line capacity issue and the fix would be applied in a weeks time. The week passed and no fix was applied. Will skip the rest but 15 weeks later received a call to say the actual issue was one of their engineers had connected the wrong cables at the exchange and the fix was now in place. Great- I'll watch the channels I want - Sadly not. After re-setting all the kit for some reason all our services had now disappeared so the fix actually made the appalling service even worse. In total 1.5 days off work for engineers, 15 hours on the phone to overseas call centres and still not the service we are paying for. They have the cheek to offer £30 compensation which I promptly told them where to put it. I want a full refund as I've never received the service I paid for. Steer well clear of BT. APPALLING CUSTOMER SERVICE and incompetent in every area.
- Location
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- Location
- South uist
- Reviewing
- BT
- Date
- 2017-07-27
- Comments
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Less than Uessless we have been waiting on basic broadband to be connected for 7 weeks and been given 8 dates with all being a no show. The house had broadband 3 months ago so must be a simple matter of turning it back on but no not for bt and open reach who now say we can't have broadband at our house. Every other house in the street and terrace has it. I am not happy about the way they treat there customers. Very poor worst company I have dealt with in a long time.
Don't use bt if you can.
- Location
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- Location
- South Wales
- Reviewing
- BT
- Date
- 2014-10-14
- Comments
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Changed to this 5 months ago when engineer unpacked vision box their was no controller he fixed me up with one that seems to work but not the same as instruction book first thing book tells you is read before setting up the instructions will not work with this controller contacted Bt many times three controllers later none the same as book Bt send instructions a number of times does not suite remotes that I have instructions not book but Google downloads some with print so small and such but print out impossible to read so still cannot use box to what is its full potential perhaps I should not be surprised at there attitude as it took EIGHT years at previous address to get them to send my bills to me not the local builder STAY AWAY FROM BT anybody will give a better service than this
- Location
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- Location
- South Wales
- Reviewing
- BT
- Date
- 2020-06-05
- Comments
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Luckily my 18 month contract for 'Superfast' broadband is drawing to a close and I cannot wait to change. It may be Superfast somewhere, but certainly not anywhere near my router. There is a reason that you get 'Free' BT hotspot access with your package; the broadband in your home only works about a 3rd of the time so you'l, spend the other time connected to this hourly service. Oh, plus it isn't free when you compare the p[rice of BT to other providers.
Since pretty much after the line had stabilised I have had connectivity issues that have warranted engineer visits, numerous router replacements and constant resetting of the router and checks of the line. Regarding the router, I have no problem picking up my neighbours WIFI or even BT Fon, but can my devices ever find my own router? Of course not.
Trying to get hold of BT to discuss any issue is also an issue in itself. If you can navigate the web page and actually find their contact details they would far rather fob you off into their 'community' than talk to you in person. The fact that there exists a community of disaffected customers in the first place says it all, really.
Price wise, far, far too expensive for what you receive. Do yourself a massive favour and look elsewhere. I will not make the mistake of utilising BT again.
- Location
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- Location
- South Wales
- Reviewing
- BT
- Date
- 2023-08-15
- Location
-
- Location
- South Wales
- Reviewing
- BT
- Date
- 2017-04-10
- Comments
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Just had to renew contract with BT. My old bt 3 hub is giving trouble . BT agree it is faulty, it works for a while then just goes dead. Reboot and its ok for a while. Bt won't change it saying it is out of warranty although they still accept full payment each month. So I must enter a new contract. Where I live the only other gang are those that can"t speak decent English, not even their sales team. So I'm stuck with BT !
After much time spent on the Phone a new package was agreed, confirmed twice verbally, even confirmed it was being recorded, then confirmed by email and low and behold Bt had changed the deal. Back on the phone. No I can't have that deal, it was wrong what the salesman told me, It now costs £8.99 more. BT claim they can back out of their agreement in the first 14 days. Like I said I'm stuck with them. Won't send another Hub lest I go through all those hours of convincing them it faulty after my new contract starts tomorrow.
At least they speak English even if it is with "forked tongue"
- Location
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- Location
- South wales
- Reviewing
- BT
- Date
- 2016-10-26
- Comments
-
BT,
When joining with them a fluent English speaker and understander, dealt with all the options. An initial thumbs up there BT. When we moved in, they were unable to provide the services on the day agreed, then when I called the helpline, it felt as if I was teaching an English language class via phone. It took them an extra 2 days on top of the month in advance to get my services up and running. But this could only be done with my telephone box dangling from my living room wall by the wires. I then find that SKY is a hell of a lot cheaper with more for your money. Then to add insult to injury, BT then hit me with a £31 disconnection fee. They say that it is a cessation fee, but I have to pay it if I wish to disconnect from BT. This was not spoken about when I went through the cancelling of the service. BT, such a waste of my time and money and causing excessive stress at the beginning and end of our time with them. Cheers
- Location
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- Location
- South Wales
- Reviewing
- BT
- Date
- 2015-10-24
- Comments
-
Ober the years Ive tried many different services and providers. I rank Talk Talk as the absolute worst. NTL put me off ever trying Virgin. The absolute vest customer service without a shadow of doubt is O2 which I have at a 2nd address. BT attracted me with the sales pitch and the free wifi but in truth its not as transparent as O2 and neither has it the support. I dont want to knock yje firm when they dont deserve it but I see little in the way of good news staying long term . I will however persevere a bit longer.
- Location
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- Location
- South Wales
- Reviewing
- BT
- Date
- 2015-09-09
- Comments
-
TERRIBLE. The worst wifi, the worst service, and the most frustrating thing. I can sit approximately 5 cm away from my 3rd router sent to 'fix the problem' and I can't load a web page. Constant drop outs, no interest in helping, spoke to a UK manager after hours of being on the phone to India multiple times and she was probably the most rude and unhelpful person on the planet. I feel sorry for anyone tied into a contract and have had the displeasure of dealing with BT, they won't help, they will just charge you over £200 to leave the contract and then continue to mis-sell you products at an extortionate price after a few months. STAY AWAY
- Location
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- Location
- South Wales
- Reviewing
- BT
- Date
- 2017-09-13
- Location
-
- Location
- South Wales
- Reviewing
- BT
- Date
- 2017-12-30
- Comments
-
BT Broadband - 2 months of broadband failure. Been told fault on line after several engineer visits, but still not fixed. Have rung up to 30+ times to have signal reset inc 3 calls on Xmas day! Disgusting customer service throughout. No apology and had to ‘barter’ for limited compensation to cover costs and get broadband payments refunded. Lack of interest in trying to resolve issue has been astounding and after being told yesterday the fault had been fixed, it went again today! Can’t even leave for different supplier as the fault is in exchanfge or on the line. BT may have the best coverage, but are not interested if there is a fault.
- Location
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- Location
- South Wales
- Reviewing
- BT
- Date
- 2017-07-17
- Comments
-
Cannot ever reach guaranteed minimum fibre broadband speed. Waited 5 days for engineer to call to fix problem. Failed to show. Disgusting service..
- Location
-
- Location
- South West
- Reviewing
- BT
- Date
- 2016-02-21
- Comments
-
Ordered broadband about 5 times and 5 times they have messed up the order saying ‘it's a technical issue’.
Sales department misled so much about product, you can’t help be disappointed with results.
Was promised 35MB download speed, router only connected at 20MB with a through put of 14MB.
Home Hub 5 was noisy when in use; sounded like something was fizzing inside, was concerned about it catching fire. BT sent me a new one but this one was exactly the same. Router was always rebooting.
Overly all experience: expensive company that is overly aggressive and fails to deliver.
This service was costing me £32pcm + line rental. It included all telephone calls but BT always found a way to charge me for additional calls.
Change to EE; a hassle free experience; speed is now 31MB (EE only promised 22MB – nice to see a Company offer realistic speeds and then beating them, rather than lie on what can be achieved). Cost is £15pcm + line rental. Includes all telephone calls; including calls to mobile and international calls. Zero noise from router.
- Location
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- Location
- South Yorkshire
- Reviewing
- BT
- Date
- 2016-02-15
- Comments
-
I joined BT on the 7th December 2015 and was very happy until 6th January 2016 when my phone line and wifi went off, After lots of calls from me to bt and promises the service would be working the next day after 5 days the phone line was fixed but we still have no wifi 2 months on. We keep getting told it will be next week and when that week and date comes we then get told yet again next week. I give up with them. What a waste of time.
- Location
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- Location
- South Yorkshire
- Reviewing
- BT
- Date
- 2014-09-29
- Location
-
- Location
- South Yorkshire
- Reviewing
- BT
- Date
- 2022-04-02
- Comments
-
Customer absolutely pants. Because of our present situation with all bills going up’. I contacted them to cancel because of the increase. Told them I couldn’t afford to pay. They just don’t care
- Location
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- Location
- Southall
- Reviewing
- BT
- Date
- 2015-11-15
- Comments
-
Paying for 76mb and on a good day today n the middle of the night I manage to get 24mb. I do not live in the countryside and two roads down they get 60-80mb. Bt can not explain why this is, they only say the exchange is too far from my house. Really disappointed
- 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.