3,590 Customer Reviews over 90 pages
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- Location
- Taunton
- Reviewing
- BT
- Date
- 2018-11-30
- Comments
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Get pushed from pillar to post, don't actually get factual answers, rude customer services, and now ain't even answering the phone, internet issues for nearly a week now. Been on phone for half hour and pay £44 for the previlege. Not a happy customer sort it out.
- Location
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- Location
- ILFORD
- Reviewing
- BT
- Date
- 2018-06-22
- Comments
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Terrible Customer Service. Called up countless times to have the 218 pounds they owe me refunded. 4 weeks on and I'm still waiting!
- Location
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- Location
- WORCESTER
- Reviewing
- BT
- Date
- 2016-03-21
- Comments
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I placed an order as a new customer with BT for TV, Broadband and Telephone services back in February all I can say is that I'm not yet a customer and I've already experienced what can only be described as complete and utter incompetence from BT.
I phoned today to enquire as to why I had not received any communication with regards to my order, only to be told that there was a problem with my existing phone line which was being seized by my current provider. This meant an engineer that was due to call on at the end of the month wouldn't now call while my services with my current provider are due to cease next week. And yet no-one from BT contacted me to advise of this. I was then tersely told by the BT advisor to contact my current provider to inform them that I won't be moving to BT so ensure my line will be released. And yet I already informed my current provider over a month ago that I was ceasing with their services, would be having my direct debit cancelled after the 28th and have also had my last payment with them adjust accordingly to reflect the termination of my contract with them. And yet BT are asking me to contact them to restore my line because of BT's incompetence.
And worse is that I had a conversation with BT 2 weeks ago to inform them that my current provider wouldn't release the line (which meant I couldn't keep my telephone number) but I was told by the rather cocky advisor that everything would be fine (inc being issued with a new number) and that my order would go through and that my BT services would commence at the end of this month. It was also during this conversation that I was informed that my previous order with BT, placed online, would be cancelled and replaced by a new order which result in further savings for me compared to my previous online order.
So, I'm not even a customer and I'm already experiencing problems with BT which doesn't bode well for the future. I should have heeded the warnings from some of my friends who said BT were a nightmare to deal with.
All I can say is DO NOT move to BT. They are frankly useless!
- Location
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- Location
- Essex
- Reviewing
- BT
- Date
- 2016-02-29
- Comments
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Don't touch BT. They have admitted to me on the phone their BT Hub has problems with Apple products. They simply hide behind the ombudsman and are not interested in getting to the bottom of the problem. I have lost a lot of money due to BT.
- Location
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- Location
- Southampton
- Reviewing
- BT
- Date
- 2018-12-28
- Comments
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BT have just upgraded my broadband, during the upgrade there was an accidental break in service. I reported this at about 1700 on 27 December. A smart engineer arrived at 1100 on 28 December and tracked the fault back from the house to the cabinet, including checking the incoming wiring. All was fixed by 1230. First rate service. I also ended up with a SIM card that I didn't need, this was cancelled with a minimum of fuss. Thank you BT
- Location
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- Location
- Bucks
- Reviewing
- BT
- Date
- 2020-11-05
- Comments
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Most days at some point ,I get the message "your computer is not connected . " I have .breeze block walls. The signal only had to travel 3 to 5 metres .
- Location
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- Location
- Swanage
- Reviewing
- BT
- Date
- 2017-09-18
- Comments
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Can't wait to finish the contract, bad experience with customer service. The router is advertised as most powerful when it comes to signal but is the worst router I have ever had. Try to obtain the id and password to instal my own router but the customer service failed to help me. We live in a flat and the signal can't travel from living room to my bedroom or my kid bedroom and let me tell you is not a huge apartment. The router resets at least 3 times per day and that in the middle of the move, very frustrating.
All in one bad experience with bt fibre.
- Location
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- Location
- Coventry
- Reviewing
- BT
- Date
- 2019-04-17
- Comments
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Moved from SKY after 12 years, to BT, and said £29.99 month and free £70 loyalty card after 30 days. BT Delayed the Broadband 30 days as error at BT end so we had no Broadband for 30 days now 120 days later no Loyalty card and they say its not being sent now.Do not use BT,they promise things to get you on board, and after you sign 18 month contract, they do not pay the rewards.Going back to SKY at contract end
- Location
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- Location
- Dunfermline
- Reviewing
- BT
- Date
- 2016-10-28
- Comments
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Utterly useless. For over a year we've been getting in touch with BT to change the bill date to the 1st of the month, every time they say it's done yet every month without fail the broadband is cut off 2/3 days before the bill date. We get in touch again and some guy who speaks barely a word of English tries to tell us he doesn't have a clue (which I believe, don't think anybody over there does) Almost painful how bad BT are, nothing but trouble.
- Location
-
- Location
- Streathm
- Reviewing
- BT
- Date
- 2020-03-21
- Comments
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Terrible broadband slow issues with internet at times sometimes wifi is slower than other days wifi router restarts on its own and take long to reset itself you pay for a service and don't receive the speed you of for still slow nd not a difference when buying a different pack
- Location
-
- Location
- Bedfordshire
- Reviewing
- BT
- Date
- 2015-09-25
- Comments
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Overall experience horrible, wouldn't recommended b.t to any one customer service is non existent just a nasty horrible company that likes taking money from sick individuals that already are suffering from life threatening disease and b.t just makes it worse by taking money from them that their don't have also their have un professional people that have no training or skills working for them who don't know how to talk to customers treat you like your nothing so rude apparently their don't have management working on weekends and if you do wish to complain you'll be waiting hours and hours disgusting that's all I can say don't join b.t you'll regret just like I do.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2022-04-29
- Comments
-
Worse company to provide broadband service for this generation!!!
I am a BT customer for more then 3 years and previously I had issues with the broadband speed with BT and currently I have the same issues plus they increase the monthly payment from £30.99 to £35.45 for the worse internet service and speed is only 57 MB. I tired to speak to the customer service few times and they were unprofessional and didn't resolve my problem. later I asked them to cancel the BT broadband and they asked my to pay cancelation fees £195. unbelievable!!.
Even I was with BT for long time, they did not value their customers and told me that they don't care and they can't do anything about it.
So, now I have to pay £35.45 for Worse internet service where they promised it will be £30.99 per month. I do understand they increase their price every year but from 30.99 to £35.45 is not acceptable for only broadband with the speed is only 57MB. where other service provider offering full fibre optic broadband speed 1GB for £30 per month. (everyone can check online).
So, My advice will be to not get any contact with BT as they don't value their customers and they will put you trough the same situation which I am having right now.
Please search for other providers for better service.
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2023-06-20
- Comments
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My problem is mostly with the bt hub, its awful. The ethernet ports dont work properly in that I often have to down/up interfaces just to get them to connect and as if that wasn't annoying enough the router regularly wipes its IP reservations. It loves to randomly restart itself without permission too, utter junk.
I Even tried to send it back suggesting it was faulty, they sent a replacement with the exact same problems, suggesting they have these problems built in, and even though I sent it back as requested I still got billed an extra £50 and because it 'never arrived', support wouldn't budge.
So happy I'm getting a new ethernet presented fttp, means I can chuck BT and their awful vdsl modem (with a pretend router tacked on) and emply my own, quality equipment.
- Location
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- Location
- Lancashire
- Reviewing
- BT
- Date
- 2016-10-25
- Comments
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The customer service from bt is some of the worst i have ever come across, tbeir phone manner was shocking when you could actually get through. They make it practically impossable to find a number to call and when you do find it get ready for a 30 minute wait
- Location
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- Location
- Fleet
- Reviewing
- BT
- Date
- 2018-01-23
- Comments
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Terrible. Slow and expensive. Infinity signal does not even go from one side of our house to the other. Unable to send e-mails since installation (can receive).
I work from home often, but broadband keeps cutting out half way through quote, so have to keep starting again.
Installing engineer was extremely rude to us and our neighbours, called them a four letter word. Made complaint but this was not followed up.
- Location
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- Location
- Leeds
- Reviewing
- BT
- Date
- 2022-12-16
- Comments
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BT Full Fibre is a joke. We pay for 150Mbps and routinely get between 3-4 Mbps. This is with an ethernet cable and wireless dongle on a desktop. Often times dropping up to 50% of packets and sometimes struggling to run videos at 480p or load pictures on social media sites. As of writing this review, after resetting the router we're getting download speeds of 4.45Mbps and upload speeds of 0.14Mbps. Just go with Virgin Media. Any trouble you might have with them for their customer service is offset by actually having broadband that works.
- Location
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- Location
- East Boldre, Hampshire
- Reviewing
- BT
- Date
- 2017-08-30
- Comments
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My line and Broadband is and has been useless for 15 years. The quality and bandwidth has continued to fall and is now regularly under 1 Mhz. I cannot use any of the products that go with the company advertising and cannot even use I-Player on the lowest quality and yet they are charging me for all these features.
This an incompetent and criminal company. There is no alternative for me since the crumbling copper infrastructure is owned by BT. All other ISP's suffer the same since they have to use the same junk. Actually the survey does not reflect my anger since there is no ZERO to be recorded.
- Location
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- Location
- East Boldre, Hampshire
- Reviewing
- BT
- Date
- 2017-08-30
- Location
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- Location
- Dundee
- Reviewing
- BT
- Date
- 2019-08-30
- Comments
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BT are dishonest and made us agree to an 18 month contract without telling us that it was 18 months. They hide this information in order to tie people in. Our tenancy was only 12 months so we had to pay a large cancellation fee(almost £200!). Their customer service are also difficult to deal with. I had no problem with the broadband itself, but it is dishonest to actively try to trick people into signing an 18 month contract, especially elderly or vulnerable people. A company which is not to be trusted.
- Location
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- Location
- Telford
- Reviewing
- BT
- Date
- 2017-02-18
- Comments
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It ought to be illegal to describe 2BMit as "broadband".
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-09-20
- Comments
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Probably the worst internet service you could go with, constant low speeds, absolutley terrible customer service who half the time dont even know what they're talkig about although you just waited 3 hours to talk to them, discusting reliability hardly ever works to its full potential download speeds are terrible and you can expenct regular lag and slow speeds, STAY AWAY!!!
- Location
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- Location
- Colchester
- Reviewing
- BT
- Date
- 2021-07-08
- Comments
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Absolutely amazing for many many years, the introduction of BT Fibre was a game changer download speeds were very fast after the fact.
- Location
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- Location
- UK
- Reviewing
- BT
- Date
- 2022-11-07
- Comments
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Poor. Customer service is dreadful, connection doesnt work in the rain. They say its your fault when its their own, they say youve told them the problem is fixed when it isnt, and you havent. Can only get through by holding for over an hour. Joke of a company, same as EE so avoid both at all costs, had problems with mobile also but thats another story. Havent found one i can recommend yet though.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2019-02-11
- Location
-
- Location
- Runcorn
- Reviewing
- BT
- Date
- 2017-07-30
- Comments
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BEWARE Beware Beware,
After 2 months they will increase your bill. And there's nothing you can do about it. If you are desperate enough to go with this filthy company, and don't want to listen to anyone's advice. RECORD your telephone calls. Also Beware of the CESSATION CHARGE!!!!! They won't tell you about it until you want to leave then slap £32 when you want to switch provider.. Advise if your already in a contract with BT and are trying to leave them. Tell them you live in Hull, because they cannot provide services to Hull therefore cannot charge the CESSATION charge. I will never ever go with this company or any other company affiliated with BT. Libby Bar and the rest of the cronies should of been sacked a long time ago
- Location
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- Location
- Northamptonshire
- Reviewing
- BT
- Date
- 2021-05-27
- Comments
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BT has been amazing for me I got the fiber 250 package with halo 3+ I get amazing speeds and if anything goes wrong they are quite good at helping me out, I also get bt mobile discounts because of halo 3+ and having there broadband, I definitely would recommend
- Location
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- Location
- Liverpool
- Reviewing
- BT
- Date
- 2017-03-03
- Comments
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After leaving sky who have been very good for 7 years I decided to join bt for a change, 15 days later from my turn on broadband date I still have no internet. When I call about 4 times daily they say we cannot get a engineer out for another 2 weeks. Never ever again please do not join bt it is the worst customer service I have ever experienced
- Location
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- Location
- Radstock
- Reviewing
- BT
- Date
- 2019-01-22
- Comments
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The worst service I have ever received!
I was initially sold a package which was at a great price and thought this would be a simple and successful purchase.
I was informed it could take a week to install the broadband, which was not an major issue.
Then I started receiving calls and messages daily from a call centre that barely talked a word of English, and after 9 days realised they were trying to tell me they had to cancel the order and start again. This frustrated me but I allowed it to happen, as I had little choice.
To cut a long story short after 2-3 weeks I was told this had to happen again and it could take up to 3 months for the service to be installed. I simply told them to cancel and I would go elsewhere.
This is not acceptable for this day of age, and I will never attempt to go with BT again!
- Location
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- Location
- Swansea
- Reviewing
- BT
- Date
- 2018-12-02
- Comments
-
Worst internet I’ve ever experienced in my life.
Slowest speeds, disconnecting constantly, the worst customer service, engineers seem to continually miss appointments and they give you, wait for it a whole ..... £10 as compensation!! Not like I’ve taken days off unpaid to sit and wait for them not to turn up so £10 doesn’t really come close!
I’m moving in 6 days time and can not wait to never ever have to hear the name BT ever again!
I’m paying for fibre optic broadband and get a whole 4 mb download speed, IF IM LUCKY.
I can not describe how angry it makes me when I’m half way through a game or watching a film and boom it’s gone.
Do yourselves a favour, never go near BT for anything, EVER.
- Location
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- Location
- St Helens
- Reviewing
- BT
- Date
- 2018-01-29
- Comments
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Would not recommend BT. Have been a broadband customer since May 2017, just moved house to be hit with a load of trouble from BT. I have been paying for internet for over a month now and been unable to use it. It took them over 2 weeks (of cancelling our appointments on several occaisions, which may I add myself and my partner had to book time off work to fit around these appointments, only to be told on the day they are now not coming) just to get our line up and running. Now the line is finally up and running, the BT box is just flashing purple and not working. We have tried online chat several times to which we get told "We will calll you tomorrow" only to not recieve a call and have to go through the whole process again, in which still now we are waiting for a phonecall!
We get text messages claiming they have called us and can't get through, however, no missed calls on our call logs. If something isnt done immediately, we are going to take the matter into our own hands and seek legal expertise advice. My partner and I can both work from home and are unable to due to the lack of Wi-Fi, which we pay £35 a month for, RIP OFF!!
- Location
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- Location
- Haydock
- Reviewing
- BT
- Date
- 2018-01-29
- Comments
-
Up until last month I never had a problem with the company, then I had to move house. This is where all the problems started.
I moved End of December, to then get told I have to wait 24 days for an engineer to come out, so I booked the day off work and the day comes around for me to then look online to see they had cancelled my engineer. I contact them, they then re-schedule (so I had to take yet another UNPAID day off). There excuse was that they activated a line (which i never had). So the reschedule date was 2 days after. The engineer came, struggled to locate the ports, asked my partner where she thought it may be, drilled 2 massive holes straight through my wall, to figure that the ports wasn’t correct. (Partially filled them up).
Eventually the engineer located a smashed up port box, fitted a new one and connected everything up. But STILL the internet didn’t work, I contacted BT online support once a day for 3 days, each day they said they tried contacting me on my old number (which I updated 3 times)!!!! The last attempt they said they would call me within the next few hours - which they didn’t. Figures there is a network fault on their side. Too add onto it all they have put extra charges on my bill for internet that I’ve not been able to use! Oh and also, BT support needs fluent English speaking phone operators cause all 3 that dealt with my case didn’t have a clue what I was talking about (and apparently didn’t know how to update phone numbers)
If you want good customer service and problems to get solved quickly go somewhere else as British Telecoms are shocking!!!!!!
- Location
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- Location
- Bideford
- Reviewing
- BT
- Date
- 2015-07-19
- Comments
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I was very happy with my BT package until I was talked into upgrading to fibre optic earlier this year. The promise of substantially better speeds for little additional cost was too hard to refuse......something I now wish I could take back.
For several months the connection has been little better than standard broadband but for much of the time I found myself completely without.
I've waited days for line tests, had a replacement hub, and promises of a satisfactory speed, and all whilst I was still paying BT the full monthly fee. After I questioned my payments for a service I was not getting I was promptly promised compensation which would be handled by the BT billing department.
On receipt of my latest bill I was disappointed to see no discount or refund had been applied. I'd also had no further contact from BT on the matter.
I phoned BT to find out why I'd received no compensation as per their promise and, after an hour on the phone to 4 different people, was told that refunds and compensation were only given if there had been a total loss of service. To say I was furious is an understatement.
Although the download and upload speeds have now improved the connection constantly drops out, and streams, posts and data are almost always struggling to refresh.
I can put up with faults and loss of service provided they are being dealt with and I can see progress. However, why the hell BT expect me to continue to pay for this is downright theft. But worst of all is being lied to when I was ASSURED compensation. If I was to lie to clients in my position I would swiftly find myself looking for alternative employment.
It seems I'm forced to sit out my contract with BT before I give an alternative supplier a try.
Horrendous experience.
- Location
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- Location
- Heathfield East sussex
- Reviewing
- BT
- Date
- 2018-01-11
- Comments
-
Fibre ordered 11th November 2017...as for years have had max of 1.5 speed here..Instead BT cut off my broadband totally 15th Nov to 15th Dec ...HOURS of phone calls after days at work to BT, & Openreach (for which privilege I am charged!)all over country & India, numerous promises of switch on and help, and repeats by myself that we have NO fibre and never had engineer call to fit box inside or out...achieved no fibre and a month to reconnect copper..stress all round as little signal on mobiles either. Children's A levels falling behind as all on line. Still no fibre it appears it's a "records issue" and I have to wait yet again... My patience with such an inept "business" is running out. Any other business would be closed down.
- Location
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- Location
- Ipswich
- Reviewing
- BT
- Date
- 2019-07-18
- Comments
-
Don't bother paying for anything more than their standard broadband. If you expect superfast fibre, don't hold your breath. My download speeds got slower and slower until I was getting between 2Mbps and 7Mbps and constantly got interrupted. I pay £50 per month for superfast fibre and it is an absolute waste of money. An engineer has already been out, it was not fixed, then a second engineer who didn't arrive and then a third appointment was made. I am moving on to another provider as enough is enough. What a waste of money and time.
- Location
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- Location
- Gloucestershire
- Reviewing
- BT
- Date
- 2018-06-12
- Comments
-
Failed to install on the day, ended up with no landline, no broadband for 4 days. Only got it fixed after numerous calls and finally exploding - 15 mins later it works. I register a complaint and I start to get texts from Indian sounding names to my daughters BT mobile (she's 11) about the complaint. I reply to tell them not to use an underage girls number...they send another to that number. In the end I call them and spend an hour to get a miserly £20 back for forf the trouble and a total refusal to reduce a £59 connection fee i.e. it's fine that I should pay full for a botched service and any losses incurred as a result are my problem, they don't care. Also they have totally lost any record that I should have got reward vouchers so I should kiss goodbye to that part of the offer I signed on for. The customer service is shocking. If you want to listen to 'unfortunately' and other trained platitudes but a refusal to do anything, please give them a call. I only moved from Sky as they kept sneaking the price up and at one point even charged me for not having their TV service...so thought i'd try BT. All as bad as each other.
- Location
-
- Location
- Leeds
- Reviewing
- BT
- Date
- 2023-05-23
- Comments
-
Greedy price hikes during a ridiculously long contract. BT do their best to take advantage of customers, don’t reward loyalty and charge ridiculous exit fees. Never get a product with BT, take your business elsewhere.
- Location
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- Location
- Lancashire
- Reviewing
- BT
- Date
- 2020-02-12
- Comments
-
Very flaky broadband, difficult to report due to lack of customer service. Phone line does work sometimes! Would not recommend
- Location
-
- Location
- England
- Reviewing
- BT
- Date
- 2015-11-05
- Comments
-
If I could give negative in all of the options I would I have called frequently to have my diabolical Internet reliability addressed and it feels as if I am given a generic excuse maybe a box to keep me happy and swiftly forgotten about. The issue has never gone away never improved and I have to jump through the same 50 hoops everytime I want to talk to anyone remotely human go to any other Internet provider and I mean any other... An Internet Cafe would be more reliable than this supposed service I am expected to pay for
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2017-03-16
- Comments
-
Do not use BT. I am now with V*** pay less and get brilliant broadband. Bt never worked. Every time I complained they persuaded me I just wasn't paying for enough. Despite having assured me it would cover all my identified needs at the point of agreement. So I went up several times. I have been with them for 5 miserable years. Intermittent internet, never ever enough bandwidth, I could never watch Netfix or Amazon long enough to catch a whole film or episode. They charged through the nose, huge charges for something or other- my bill was always a lot higher than agreed- for overuse charges. I only sometimes had the chance to ak what was going on as it would always take hours. Finally I switched and NOW THEY TELL ME I HAVE TO PAY £31 CANCELLATION FEE even though this is not a new contract. Keep well away.
- Location
-
- Location
- Peterborough
- Reviewing
- BT
- Date
- 2022-05-28
- Comments
-
Broadband drops in and out as it pleases leaving you unable to do anything don’t even contemplate watching a tv program it won’t happen then expect a really long wait on the phone if they pick up at all ! To just be told well I can’t see a fault so if you want an engineer it’s at your own cost ! Worst customer service ever even though I can provide speediest of less than one mg apparently as that’s still getting internet it’s ok although it won’t load their homepage either
- 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.