3,590 Customer Reviews over 90 pages
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- Location
- Coulsdon
- Reviewing
- BT
- Date
- 2023-06-06
- Comments
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By only provide 1mbs to my broadband, please do not do business with them.
- Location
-
- Location
- RBWM
- Reviewing
- BT
- Date
- 2020-05-29
- Comments
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When it works (90% of the time) it's brilliant. When it does not, then customer support is a nightmare - press this, press that, hold ................ AND it's not cheap !
Had to apply for the credit twice when BT Sport went off line due to COVID-19.
- Location
-
- Location
- North Lincs
- Reviewing
- BT
- Date
- 2022-02-18
- Comments
-
Mostly it seems people only write reviews when they are unhappy with a service.
We left BT many years ago when they had overseas call centres and the service was shocking.
Reluctantly went back when Openreach installed FTTP and BT were the only company to offer high speed BB.
The service has been excellent, we got 3 boosters so good wifi throughout a latge stone house. The speed is as promised around 70mbps and there have been no issues.
It's not the cheapest BB out there but compared to the 7mbps we got from Sky it's a whole different league.
- Location
-
- Location
- Scotland
- Reviewing
- BT
- Date
- 2021-06-18
- Comments
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I'd rate my experience ZERO if I could. Ordered mid April... it’s now mid June. Initial activation date was cancelled as more work needed. BT lied over & over again, and tried to fob me off. Complaint is ongoing.
Despite OpenReach surveying, planning visiting twice, complex engineering taking the line to the adjacent property, the engineer (who didn’t turn up for the initial appointment) failed to actually take the line into, was is under 15m, to the property. Gross incompetence!
Numerous calls with BT to try to get the problem sorted and then receive an email, and SMS, to say my line has been ‘Activated’, ‘Ready to Use’ and BT 'Hope I'm enjoying it'. As OpenReach and BT have closed the matter, all BT can do is raise it as a 'fault'. A fault on a line I don't even have! Presumably I will now be charged for a line I don't have. Now it's beyond GROSS INCOMPETENCE.. it's unbelievable. BT Customer service worse than useless!
- Location
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- Location
- Croydon
- Reviewing
- BT
- Date
- 2018-11-23
- Comments
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Absolutely disgusted with BT! Have cancelled service within 14day cooling off period because they have failed to instal my new phone line and broadband on 2 occasions and failed to send engineer despite promising a visit todaySpent hours and talked to many agents on phone to no avail so have cancelled the service.BT are utter rubbish and I advise you to avoid them like the plague!
- Location
-
- Location
- Maesteg
- Reviewing
- BT
- Date
- 2022-01-31
- Comments
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The worst broadband service I have ever had it's so poor always dropping out of connection and bt are useless to fix the problem
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2023-12-24
- Comments
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They mis sold me on delivery times they couldn’t deliver to, I have been lied 3 times by there customer support teams, they couldn’t even get a mini hub to work, they are liars and do not care what they say to keep your business, I have been left without any broadband over Xmas. Go somewhere else you will get a better cheaper service from companies that care, because BT do not care or have any systems in place to help you.
- Location
-
- Location
- Grangemouth
- Reviewing
- BT
- Date
- 2017-07-10
- Comments
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Overall appalling. Upload speed is horrific, as is download speed. Connection on my console (PS4) is even worse. Can't even watch a video without it having to buffer every 3 seconds. Phoned up and apparently it is an issue on our end in which it is not, then called and said it was fixed which it clearly was not. Absolutely shocked with this and the worse provider to ever go with. 10/10 DO NOT recommend for anyone. Go with sky/virgin, a bit more expensive but at least you actually get what you are paying for.
- Location
-
- Location
- Cupar
- Reviewing
- BT
- Date
- 2019-12-11
- Comments
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Very disappointed with BT 's customer service and broadband speed.
- Location
-
- Location
- dara
- Reviewing
- BT
- Date
- 2017-05-11
- Comments
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really reliable broadband, great speeds. fantastic customer services and a very fast response times on faults. highly recommend bt
- Location
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- Location
- Rothbury
- Reviewing
- BT
- Date
- 2016-05-16
- Comments
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If I could put negative stars I would. Fault on Broadband and TV reported 17days ago ( and counting) They have done nothing to resolve after continually chasing. If there was another fibre network in the area I would swap. Customer service is dire
- Location
-
- Location
- Rothbury
- Reviewing
- BT
- Date
- 2016-05-16
- Comments
-
If I could put negative stars I would. Fault on Broadband and TV reported 17days ago ( and counting) They have done nothing to resolve after continually chasing. If there was another fibre network in the area I would swap. Customer service is dire
- Location
-
- Location
- New Malden
- Reviewing
- BT
- Date
- 2016-04-04
- Location
-
- Location
- Thatcham Berkshire
- Reviewing
- BT
- Date
- 2016-10-06
- Comments
-
Isn't it about time that the poor service from BT was brought mote out into the open? I have had no BT sport for five weeks now. I raised the fault three times after waiting on the line for hours only for the fault to be closed without it being resolved. Finally after shouting down the phone to a woman in England she arranged for an engineer to call today. Guess what - no show! Rang BT YET AGAIN and he said he was on his way. Never arrived. Any other company would have gone bust by now. Can't cancel without paying a ridiculous termination fee. Absolutely disgusted.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2023-03-29
- Comments
-
Moving house next week, and found a good deal on broadband/tv with BT. Next day get a notification to say installation would be in 3 weeks time! Not at all acceptable in the work from home age. They charge 30 quid to install too! Cancelled.
- Location
-
- Location
- Rotherham
- Reviewing
- BT
- Date
- 2014-11-28
- Comments
-
I signed up to BT and I can honestly say I found them a very reputable company. There customer service was excellent & very open to reason when it came to a complaint. I only left because I found a cheaper package which sadly BT couldn't match at the time. Sadly not long after I left BT they rang & offered me a cheaper deal than what I was originally paying. But I had already paid my up front line rental with my new provider. I'm hoping the ISP I'm with now will live up to its expectations. If not I would gladly return to BT even though it ment I was paying a little more. I've read some of the bad reviews BT have received. But I can only go on my experience with them & I would personally recommend them.
- Location
-
- Location
- Sittingbourne
- Reviewing
- BT
- Date
- 2015-11-20
- Comments
-
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
-
- Location
- London
- Reviewing
- BT
- Date
- 2016-07-14
- Comments
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If i could give lower stars I would. This company and their customer service team are useless. I was contacted 5 times about the same issue from multiple people saying it was solved only to be told by the next the issue was not solved. They could not locate a line in my property despite them saying they had one. The company can barely walk and chew gum never mind handle services.
- Location
-
- Location
- Newcastle upon Tyne
- Reviewing
- BT
- Date
- 2020-01-19
- Comments
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We carried out a community funded project on our estate for over 400 residents to receive FTTP capabilities. We worked alongside BT, being made multiple false promises by their marketing team. As soon as the connections went live, they ceased all communication with us, and when customers had to complain about service, they were not interested at all. Worst display of customer service and lies from a large company I have seen for a long time. Zen is definitely now our preferred supplier.
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2015-12-01
- Comments
-
I left Plus Net to move over to BT why someone please tell me.
Any inkling of a problem with plus net was followed up immediately by a call centre in the UK. We went over to BT for the promised TV, promised faster line speed and promised sport. Still waiting for at least one promise but over two years later nothing. Saw the advertisement for fibre half price for the first year, so nothing ventured nothing gained and was told that is only for new customers if I wanted to upgrade the line rental and fibre would cost @ £50 a month. When you call with a problem it is put through to a call centre (eventually) in Asia has no-one informed BT management BT is short for BRITISH TELECOM. Was going to have a good rant but you have all beat me to it. STAY AWAY!!!!!!!!!!!!!!!!!
- Location
-
- Location
- Egham
- Reviewing
- BT
- Date
- 2016-08-19
- Comments
-
Like the majority of reviews I have just read, BT customer care is more than dreadful. Being in an area that doesn't have fibre, I was told by a lovey chap in the sales department that I would be guaranteed a minimum of 6mbps download speed at all times. As my existin provider (talktalk) were only able to provide me a guarantee of 1mbps, I made the switch. Having never achieved more than 4mbps and spent hours and hours (over 10 hours in the 1st week)on the phone trying to get things sorted, I was transferred needlessly from complaints to faults to cancellation. Every time I said I wanted to cancel as I am within the cooling off period. They deliberately tried to "fix" the issue. On day 15, they used the "you're in contract now for 12 months line". After finally getting through to someone based in uk, I raised a complaint to management and asked them to listen to the recorded call at point of sale. Having been accused of lying, and being told I am rude, I received a call back saying we are sorry about the issues you have had. Sure enough you were right sir. We will cancel your contract with no charge.
All that aggravation for nothing. BT have the most pathetic customer service of any company I have dealt with. No wonder sky get away with their "believe in better" slogan.
- Location
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- 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
- Nottingham, UK
- Reviewing
- BT
- Date
- 2016-11-04
- Comments
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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
- Chippenham
- Reviewing
- BT
- Date
- 2018-12-15
- Comments
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Do not use this service. I have been locked in a contract for 24 months now and cant wait to leave. Monthly prices have been upped 4 or 5 times during this time and I now pay almost £50 for a broadband only service. Never again
- Location
-
- Location
- Uk
- Reviewing
- BT
- Date
- 2023-09-29
- Comments
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WARNING please please do not go with EE ,BT INTERNET, absolutely terrible. The amount of stress and headache I've had is really not worth the depression.
- Location
-
- Location
- Ilford
- Reviewing
- BT
- Date
- 2017-01-03
- Comments
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My BT broadband is not working since the end of November. We have called their staff several times; however the service they give is poor and they do not give a solution. Moreover, some staff hang up as we are talking. We request to move to another service provider but they lock us with the contract we have with them. They ask £150 to cancel the contract. I advise that if you want go to BT then don't sign the contract. Most customers like me also gave BT a bad review. BT are now thinking of money instead of their customers' service. I have made a lot of complaints but they did not take action. They don't have professional workers and service as they say that the contract said there will be no guaranteed Wi-fi. Also they make me angry and my blood pressure has gone high. Unfortunately, I don't want to give any stars above but you have to give stars to submit the review. I recommend you to go to a provider who gives Wi-fi that is guaranteed.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2018-05-09
- Comments
-
First of all, read reviews on different sites before switching to BT! You will very likely decide not to!
Their service is not great, streaming freezes, Wi-Fi signal is bad, but the most ridiculous thing is that when you move you get totally ripped off. They promote a smooth free move on their official site (https://www.productsandservices.bt.com/manage/moving-home/), which reads "No connection fee or new Direct Debits to arrange" and when it comes to an actual move, it turns out that they will charge you 130 pounds of connection fee.
And after they tricked you into 18 months contract, you have a choice of either paying a connection fee of 130 pounds or 6 months of your contract as an early cancellation fee (for me 36*6=216 pounds).
- Location
-
- Location
- Manchester
- Reviewing
- BT
- Date
- 2017-10-06
- Comments
-
Recently, I chatted with BT to ask some information regarding their services. Every time I tried, they refused to provide those information and they tried to push me to subscribe a contract despite I did not want to. I explained I was just looking for some information as I was going to move to a new home 2 months later but, eventually, they convinced me to subscribe a contract stating prices will increase and promising me I will not pay any money until the activation date.
Further to that, I tried to postpone my activation date but, despite this changed on their website, I did not receive a confirmation and I decided to contact them. They assured me the activation was postponed but, when I messaged them on Facebook, they told me it was not.
Also, I discovered they issued a bill and started debiting before the service was activated. I chatted with them but they refused to deal with my complaint and transferred my call to people who transferred my call to other people and so on. Every time, they just told me: "Please, ignore the bill". Of course, as I did not want to pay for something that has never been activated, I asked them to cancel my order, close the account and cancel the bill. They cancelled the order but my account is still open and there is a message stating I will receive my first bill.
Despite I have chatted and phoned them many times explaining this situation, they refused to deal with it. They told me my account is closed when it is open and I can access to it. They told me I will not receive any bill when there is a bill in there with my financial details. They refused to put this in write so I formally complained without receiving any reply.
Their customer service is shocking and they provide different answers every time. They do not accept or deal with complaints. They charge people for service never activated. I do not understand how they can still be able to trade.
- Location
-
- Location
- hastings
- Reviewing
- BT
- Date
- 2023-08-29
- Comments
-
Business broadband account has got a cancellation fee of approximately 350£ that kicks in 24 hours after installation, they won’t tell you about.
14 days cooling off period they advertise on the internet is just advertising.
Read the cancellation section carefully.
- Location
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- Location
- Meltham
- Reviewing
- BT
- Date
- 2019-06-17
- Comments
-
Awful, awful, AWFUL network, they set you up with a contract and little by little make your internet speed worse and worse, they promise good speedy internet (which just isn’t what they provide) and then they expect you to pay £400 to get out of the contract, it’s a cheap scam and no one should deal with internet like this, disgrace and embarrassing company
- Location
-
- Location
- Runcorn
- Reviewing
- BT
- Date
- 2018-04-06
- Location
-
- Location
- ashton-under-lyne
- Reviewing
- BT
- Date
- 2018-06-18
- Comments
-
went with BT to save money on the TalkTalk after five year. BT are absolute rubbish for £30 a month I can get better broadband is like 90's DSL. only 2 Wi-Fi devices working at same time.
- Location
-
- Location
- Rochdale
- Reviewing
- BT
- Date
- 2023-07-03
- Comments
-
I recently had the unfortunate experience of subscribing to BT's fibre service, and I feel compelled to share my dissatisfaction with their misleading representation. Despite the claims of "fibre," BT failed to disclose the crucial fact that the service provided would not be full fibre. This lack of transparency has left me deeply disappointed and frustrated.
From the onset, BT marketed their service as "fibre," leading me to believe that I would be enjoying the benefits of a true fibre-optic connection. However, it became evident after installation that the service was, in fact, a hybrid known as Fiber to the Cabinet (FTTC), which uses fibre cables only up to the cabinet and relies on copper wires for the final connection to the premises. This hybrid technology severely restricts the potential speed and reliability that true fibre-optic connections can offer.
The absence of clear communication regarding this limitation is highly deceptive. It misleads customers into believing they are receiving a superior service when, in reality, it falls short of the expected standard. As a consumer, I place great importance on accurate information, and BT's failure to disclose the nature of their fibre service is a betrayal of trust.
The impact of this misrepresentation became apparent when I noticed a significant disparity between the promised speeds and the actual performance of the service. While BT advertised impressive speeds, my real-world experience was far from satisfactory. The reliance on copper wires resulted in inconsistent speeds, occasional dropouts, and overall unreliability. These issues were exacerbated during peak usage hours when the service struggled to deliver even moderate speeds.
In addition to the performance concerns, the lack of full fibre optic connectivity limited the possibilities for future upgrades and advancements. In an age where technology continues to evolve rapidly, it is essential to have infrastructure capable of supporting future demands. Unfortunately, BT's misrepresentation has left me locked into an outdated and subpar service with no clear path for improvement.
To make matters worse, BT's customer support failed to address my concerns adequately. When I reached out to discuss the misleading representation, I encountered dismissive responses and a lack of accountability. The indifference displayed by their support team only amplified my disappointment, leaving me feeling undervalued as a customer.
In conclusion, BT's misrepresentation of their fibre service by omitting crucial details about its hybrid nature is unacceptable. The resulting subpar performance, limitations, and lack of accountability from their customer support team have left me deeply dissatisfied. I strongly advise potential customers to exercise caution and thoroughly research the specifics of BT's fibre service before making a decision. It is crucial to seek out providers that are transparent and upfront about the type of connection they offer to avoid the frustration and disappointment that I have experienced
- Location
-
- Location
- london
- Reviewing
- BT
- Date
- 2016-05-09
- Comments
-
They will say anything to get you to sign on. They will reel you in with the cheap advertising but once signed on they will add little charges here and there.
If you ask them if there would be any additional charges they will tell you no but they will only say that to sign the contract. After that it will be too late.
That's how they got me. Be careful people.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2015-07-02
- Comments
-
I went for BT fiber optic broadband for the great service BT offered in the past. During the installation I was disappointed to learn the modem had to remain near the main socket, which was on the ground floor. I thought to myself if the speed and connection will be optimal I may not need the ethnic cable, something I used to improve the speed.
From the very start I encountered issues connecting the wifi to my devices. I noticed the password had to be re-entered each time I reset my laptop and on some occasion the password appeared unrecognised. I was then forced to retype the password several times before achieving a successful connection. This got worse overtime, after several consultations with BT technicians over the phone, the only solution I got was to reset the modem when this occurred. I was then compelled to walk to the living room from the comfort of my bedroom every other night just to connect my laptop to BT's wifi. I did not expect this poor service whilst paying premium price for the connection.
- Location
-
- Location
- CO ARMAGH
- Reviewing
- BT
- Date
- 2015-06-29
- Comments
-
Not one day goes buy without having problems with connectivity. it takes an age to get speaking to someone and they then get you to test the speed wired, despite repeatedly telling them its with wifi the problem is. They told me the equipment I have is no longer used as it is out of date but they wont supply a new hub. We have the TV package as well, apart from BT sport its crap. Had to get Netflix. Not a patch on SKY tv.
- Location
-
- Location
- Durham
- Reviewing
- BT
- Date
- 2015-06-02
- Comments
-
If these stars went to minus numbers it would be infinity, their customer service is rubbish and service is worse. We have been waiting for broadband for 3 weeks and still not been told what is happening. 7 hours on the phone, 5 engineer visits, 5 call backs which have never happened. We have been with them for about 3 years, change - do not go with them.
- Location
-
- Location
- newcastle
- Reviewing
- BT
- Date
- 2022-04-11
- Comments
-
biggest pile of shyt iv ever payed for after 3 upgrades the crappy servace is utter bs fk you bt your product in the gutter where it belongs usless waste of money honestly go els where bt is a joke of a servace
- Location
-
- Location
- Burgess Hill
- Reviewing
- BT
- Date
- 2018-09-29
- Comments
-
There is a lack of communication between BT and me. My broadband package expired this September, but BT doesn't contact me to inform this and charged £20 extra this month. It was ridiculous to pay £63.49 to pay for the broadband package?!
I complained about this issue over the phone, one staff advised me to continue working with BT and was able to offer me £36.99 for the broadband and line. I ended the call as I wanted to have a conversation with my partners but was not told the price would be different next time! I called in twice afterward and was offered £37.99 and £39.99. Everytime I called in and ended up with disppointment and the problem couldn't be solved at all. I am so disppointent with the service and price offered. It is defiitely a wrong choice to work with BT and it lets me down all the time!!! Never come back again!
- Location
-
- Location
- Milton Keynes
- Reviewing
- BT
- Date
- 2016-10-16
- Comments
-
Very unhappy with the service I've received, my internet it so slow not more then one person can go on at a time, phoned up more then once to sort this but got a bill of 60 something pounds I refused to pay it! Due to not having the service I wanted and no one listening to me,nor helping, man said he will up grade it, if it is not better within a week call back but I got my internet restricted so cannot go on the internet rang them up once again, explained how annoyed I was that no one was taking this into inconsideration and helping but cutting it off and refusing to help untill I pay the now £100 , I asked everyone I spoke to would you pay for something that didn't work! They answered no but still tried to get my money.
Very unhappy.
NOTHING BUT MONEY GRABBERS!!!
- 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.