3,590 Customer Reviews over 90 pages
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- Location
- High Wycombe
- Reviewing
- BT
- Date
- 2022-10-14
- Comments
-
The above (terrible) ratings relate to the BT/Openreach combination.
My broadband has been slow & subject to drop outs for a very long time. BT keep sending me texts pointing this out (as if I didn’t know), When I respond, I get the same pantomime every time. They test the line and confirm the issue. An Openreach engineer appears a week or so later, you’re told 8-1, you stay in all morning and he always appears at 5 to 1, meaning you’re in all day. He tests the line and also confirms the fault. He has no access to any info on what’s been done before, though, each new guy starts from scratch. He disappears for a while, I assume he does something. When he leaves, optimistically saying he’s found and fixed the fault - it’s still there. New text arrives, rinse and repeat, for over 3 months. You can’t try to address these Openreach internal comms problems yourself because you can only speak to BT, and their opps just mechanically work to a script. All they can do is call out another engineer. There is no A team for difficult to fix faults. There is no escalation process. Terrible, terrible (dis)organisation.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2014-05-07
- Comments
-
Total money grabbing con-artists. When you sign up, they tell you everything is great over the phone, but they do not make you aware that there is literally NO 'cooling off period' after receiving the full terms. This means that if you agree to the sparse terms they explain over the phone, hang up and then disagree with the full terms & conditions which you can only read once they email them to you, you're stuffed. They also do not make you aware that the cancellation fees constitute HALF the line rental which is over SIXTY POUNDS and you have no choice but to pay it because they've tied you into something you didn't know the full terms & conditions for. I will be avoiding them like they have rabies from now on and I suggest you do the same.
- Location
-
- Location
- Rotherham
- Reviewing
- BT
- Date
- 2014-12-23
- Comments
-
I moved to BT from Sky because Sky wasnt up to the standards I wanted. What a mistake. From day one BT was only running at 2.4mbs, instead of the 4mbs I was promised. BT said we will send out an engineer to check the line etc, but if its found to be anything that isnt BTs fault you will be charged £129. I was confident I had checked everything was ok so I allowed an engineer to come. The engineer didnt say a deal and left. NEXT Bill - yes youve guessed - £129. I rang up fuming and was told 'you switch your router off at night'. I explained that having seen a few burnt out routers on Facebook etc thats why I switched off. Ok, in fairness they did refund me.
All went well for 3 months thereafter, until a guy from BT rang me about BT infinity. I showed an interest but didnt buy, but believe me, my broadband hasnt worked correctly since. It is down now, and has been for the last 3 days. The nice guy in the Indian call centre assured me an engineer would look at my problem tomorrow. However a call 5 mins later from the same nice Indian guy was bad news - they wont be looking tomorrow after all. So its a case now of just wait.
I wouldnt recommend BT to my worst enemy. I always thought they were a reputable company with a good reputation, but having had to deal with them when things go wrong proves what a tinpot company they are. DO NOT SIGN UP TO BT BROADBAND.
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2015-04-01
- Comments
-
During the 5 years on BT Broadband We have experienced many problems. If you have a fault with your phoneline expect them to take at least a month so send out 3 clueless engineers to run tests and tell you the phoneline is fine until a smart one comes along and fixes it. If your problem is anything other than a phoneline fault then good luck my friend because I've had unstable/unusable internet for the past 4 months with no end in sight. I think they've sent around 10 engineers to our door and they've just told us that is isn't their problem.
- Location
-
- Location
- wolverhampton
- Reviewing
- BT
- Date
- 2015-07-31
- Comments
-
Really bad service, should be called, Bollywood Telecom, the people you get through to have not got a clue, spent four hours on the phone so far, two hours in chat rooms, got nowhere, they can not even sort out my board band upgrade, over charged for service that was supposed to be free, can I get refund no, they take your money and you try getting it back, the actual line service works well, just a shame no one knows how to sell an upgrade, and sort out over charging,
- Location
-
- Location
- WORCESTER
- Reviewing
- BT
- Date
- 2016-03-21
- Comments
-
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
-
- Location
- Pembrokeshire South Wales
- Reviewing
- BT
- Date
- 2016-05-09
- Comments
-
Dreadful service promised to call back within 24 hours it doesn't happen, excuses, I was without any BB service for six weeks in 2015 again now no email tech help desk level 2 called when I threatened to cancel shouting at me over phone received text all sorted I replied NO five days ago still no callback!!! I will find a more reliable provider after 40+ years a customer it's shocking!!! I wouldn't recommend to anyone!!!!
- Location
-
- Location
- Kent
- Reviewing
- BT
- Date
- 2016-08-22
- Comments
-
I would not recommend someone I hated to BT worst company I have ever come across I had there over seas billing department mock the way I talk when he thought he had me muted I demanded to speak to a manager who apologised on his behalf If it was me mockin him I would of been called racist and been in trouble. I was meant to have full service on 27th June after hours of phone calls a new router a engineer out i received full speed n channels from 1st August n they want to charge me £194 for 6 weeks bill when I only had service for 15 days disgusting service AVOID
- Location
-
- Location
- LINCOLN
- Reviewing
- BT
- Date
- 2016-12-12
- Comments
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sorry the stars don't go into negative.
promised 89-90 got 12,change ethernet card,got 20-30,changed to a high speed ethernet cable,no change.
screen keeps bringing up KILL screen,even had an engineer out, no better,got better service on copper,dont change over to fiber unless it's cheaper the copper,a lot cheaper.
- Location
-
- Location
- London Canary wharf
- Reviewing
- BT
- Date
- 2017-02-03
- Comments
-
BT have not resolved the issue since August 2016 until now - February 2017. I have all the evidence from August 2016 from phone call recordings & 9 reference numbers regarding this issue since then. As a BT business customer I myself have raised this issue 4 times now & nothing has been done. It has cost my business loss of earnings as i am still unable to put in a new order with BT until they have resolved this matter. I have 0 faith in this being resolved now and have contacted Watchdog & ombudsman. Be warned by this, as BT's collassal mistake leaves you in a diabolical mess. Not worth it. Watch out for this on watchdog viewers!
- Location
-
- Location
- greenock
- Reviewing
- BT
- Date
- 2018-03-19
- Comments
-
Was with Virgin left for BT, BIG mistake, wrong TV box sent, got that sorted, then the major problems started, tv and broadband constantly dropping when phone rings, all efforts to fix blamed on my side so I will need to pay for an engineer. Read reviews of other peoples problem with BT and found that my problem was common. Phoned BT and on chat lines so many times.
- Location
-
- Location
- 17 Kingsley church apartments
- Reviewing
- BT
- Date
- 2023-03-13
- Comments
-
Cancelled my package paid out over hundred quid for 2 weeks of internet was taking more money then the package I had purchased now I'm terrified too get broadband again for if I'm over charged again I can't get a refund
- Location
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- 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
-
- Location
- Birmingham
- Reviewing
- BT
- Date
- 2017-06-13
- Comments
-
I wasn't happy with bt services at all specially with customer service really awful and they are rude,
Speed really slow,
Price not too bad
Thanks God I have only 2 weeks left and my contact will end
My advice to all ( AVOID BT).
- Location
-
- Location
- Lichfield
- Reviewing
- BT
- Date
- 2018-08-10
- Comments
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Poor all round service, BT need to get rid of the off shore Indian contingent they are at best incompetent. Also beware of which support number you use to call them they have the cheek to actually charge you for them to rectify their issues. Also the Broadband speed is poor most of the time however the service remains reliable. I dread having to call their support service which is simply awry, disorganised and quite simply rubbish.
- Location
-
- Location
- Derbyshire
- Reviewing
- BT
- Date
- 2014-07-10
- Comments
-
After endless problems with slow or non existent broadband I considered changing, but due to no chance of having fibre optic in our area in my lifetime I had to sign up with BT again, the only plus side is that I am now only paying half of what it was last year.
The problem is simple but BT will not admit to it, the infrastructure for telephone and broadband in the UK is really old and will cost a fortune to upgrade.
Most homes in the UK had a telephone in the 60s and the same cables and junction boxes are still there.
All emerging country's are on fibre optic as it was the obvious choice but most of this country will still be stuck with copper wiring for a long time.
I am not defending the horrendous customer service of bt that makes every caller feel like a retard but when a previous government thought it was good to have competition they forgot that BT was still expected to maintain and upgrade the exchanges and lines.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-10-19
- Comments
-
I have tried and ordered a BT package with line and internet.with a visit from an engeeneer betwin 8-1p.m.
I was stressing if it was possible to get at early as possible as i had to somewhere else by 1.
Guess what never bothered to turn up or contact me.
Customer service (I believe in India)useless.
I thought for a premium service that you pay you do get it.
Unfortunately just expensive with no service.
Done with BT.
Get a cheaper one for same or better service.
- Location
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- Location
- leicester
- Reviewing
- BT
- Date
- 2016-04-28
- Comments
-
The worst service i have ever came accross. Priced way to high. It took over 1 hour and 4 differnt departments. 1 in india and 3 other cities in the uk.
How old peaple get anywhere with them i dred to think. But that is how they rip customers off.
No loyalty from them.vafter 40 years.
Stay clear
- Location
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- Location
- Radstock
- Reviewing
- BT
- Date
- 2019-10-24
- Comments
-
Very bad company, call them 5 times already, they did send enginer he change the hub for New but internet still keep dropping out, low speed even if I choose the highest option, So pour customer Service keep telling the same lies, they cant deliver good signal, stay away from The company
- Location
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- Location
- England
- Reviewing
- BT
- Date
- 2016-09-20
- Comments
-
Worst customer service/incompetent staff.. unreliable internet despite paying the most expensive package! Also, increases the cost of your monthly direct debit without informing you as "your contract ended"... Even without a notice prior to ending to remind me about it. Other companies I have been with would send reminder or continue with the package u signed up for. But instead , is "ok" and acceptable to charge u double of the cost you had initially agreed to!! It's like fraud!
Moreover, the line keeps getting cut off especially at night.
Not sure what you have been upgrading in your company!! Never with bt again. My whole family is leaving too! Generally an UNETHICAL company!
- Location
-
- Location
- West Midlands
- Reviewing
- BT
- Date
- 2017-01-21
- Comments
-
Only given 1 star because there isn't a zero rating. Appalling service from the outset. I have been shocked that this level of service exits today. Please stay clear of BT.
- Location
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- Location
- PUDSEY
- Reviewing
- BT
- Date
- 2017-10-02
- Comments
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This rubbish and worst company even not deserve one star. I have applied broadband at dated June 03, 2017. Even after passing 50 days, i did not get internet and at dated July 25, I have requested to cancel due to no longer required. I explained the reason to one, then he transfers to next then transfer to next. same reason I explain to everyone and line dropped. then called back and again explained to 2-3 staff members then again line dropped. no one called me back. then I traveled outside country and I received bill coz the line was not being canceled. so far today as of oct 2, 2017, after passing 4month, I have called more than 15 times, spent more than 3 hours in call holding/talking and up to today I am not able to get rid of this rubbish. one says the service is being canceled, the other says not canceled.
is there any senior staff of this company looking this review or we just wasting time to write this review.
- Location
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- Location
- uk gloucester
- Reviewing
- BT
- Date
- 2018-01-23
- Comments
-
Moved into my new house had bt setup my broadband fine no problem 1 week later they cut off my broadband for no reason at all when I rang they said that they had tried to reactivate the line and cocked it up I would have to wait 72 hours for a specialist team to call 1 week later still no call so I phone bt they put me on hold and cut me off five times when I finally got to speak to someone they said I will have to wait another week for a engineer and they would charge me 130 pound luckily for me I was still in cool down period needless to say I have now canceled bt and am waiting for virgin to set me up next week.customer service from bt is none existent please do not even think of using bt they are a disgrace any other company is better
- Location
-
- Location
- Cambridgeshire
- Reviewing
- BT
- Date
- 2018-03-28
- Comments
-
Tried to order broadband & phone on 2nd March with delivery/engineers vist booked for 19th. Broadband cancelled by BT with no explanation. Re-ordered with phone & BB to be installed 23rd March. BB cancelled again. Reordered for 3rd April. Exixting phone & BB disconnected on 23rd March. BB still scheduled for 3rd April, no phone until 5th April.
Totally cheesed off - no info about what, or why it's all gone wrong. Staff seem to be trying to sort it out but BT/Openreach couldn't organise one in a brewery.
- Location
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- Location
- great clifton
- Reviewing
- BT
- Date
- 2018-05-01
- Comments
-
where do I begin really really unprofessional ive had my wifi box for 3 week still haven't used get put frew to 3 to 4 people must of them don't have a clue they tell lies they take loads amount of money out of your bank so your left with a massive overdraft still leaving u in limbo quick to grap your money then to help u a warning before u go with these don't go with them its a scam for your money go with sky ive changed over and its brilliante these are a joke mr Jonathon dixon
- Location
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- Location
- Stoke-on-Trent
- Reviewing
- BT
- Date
- 2015-11-02
- Comments
-
Changed to B.T. from talktalk due to tele sales person stating how much better B.T. will be. Bthub4, B.T sport, satellite wifi hot spots etc. What they don't tell you is how painfully slow the broadband speed is.When i complained they stated I was only on a tariff which guarantees a line speed of 12kb/sec, if I wanted a faster broadband then I should go to infinity tariff at an extra cost of 15£/month I already pay 29£/month which only gives me bt sport1. Unfortunately I am under a 12 month contract but when this expires I will leave and never return to bt. Buyers beware.
- Location
-
- Location
- Herefordshire
- Reviewing
- BT
- Date
- 2016-04-28
- Comments
-
I am disgusted with the poor customer service. I was with Fleur telecom who are exellent, but dont provide fibre in this area. So i signed up for fibre with BT. External works due then a week later internal works. External engineer did not do the job, no one kept us informed, then today the day before the connection was due, openreach phoned to say they cant do the connection as the external work hasn't been done. BT customer services said they would still be cutting me off tomorrow for an undetermined length of time. THe engineer would give a report within 2 weeks! I told them i am a GP and work from home out of hours telephone triage for emergencies. they said it made no difference. I said it was entirely their error why cant they stop the cut off, they said it's at the stage of no retur. I asked to speak to a manager and am awaiting the call back. I am gobsmacked at the appauling service. Entirely their error but absolutley no acknowlegement and no concern for my livelihood nor patient's lives. Plus they have taken £74.11 out of my account without having provided the service and still want to cut me off! I phoned Fleur telecom who were brilliant as usual. They have put a stop on any hand over to BT for tomorrow so hopefully that will work. I will be cancelling the fibre broadband package with BT even though it's over the cooling off period so no doubt they will want to charge me. I will be contacting DSA and taking this further. THey have not delivered on their contract and therefore i will not pay. What a lousy company. I will never go with BT again.
- Location
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- Location
- Lee on the Solent
- Reviewing
- BT
- Date
- 2017-04-07
- Comments
-
Poor wifi connection. Horrendous customer service. Unable to get out of contract, although I've only have 10 days service, as Ive been told countless times today that its 14 days from when you sign up and not from when the service started 10 days later
- Location
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- Location
- Argyll
- Reviewing
- BT
- Date
- 2014-02-11
- Comments
-
Reviewing this simply due to the fact of how shocking BT's Broadband is. For the last year the Broadband in our area has been disconnected every second night without fail during peak times for around 1-2 hours, on top of this when it is actually running you are lucky to get any decent usable connection, when streaming video's you are consistently directed to 140P, even on this you still run into buffer problems, whilst contacting customer services about the situation BT essentially said there is nothing they can do until Fibre is installed, even then I doubt their speed will be all that great. Would highly recommend not going with BT for Broadband.
- Location
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- Location
- Campsea Ashe, Woodbridge
- Reviewing
- BT
- Date
- 2018-07-27
- Comments
-
Being a customer of BT is a condemnation to a torturous experience. If I had to choose between using BT or returning to the dark days of no Internet connection, I may as well choose the latter because they are essentially the same thing but I don't have to pay money for the 2nd option.
- Location
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- Location
- Doncaster
- Reviewing
- BT
- Date
- 2015-02-05
- Comments
-
5 weeks and still waiting for the smooth migration from aol over to bt... worsed mistake ever!!!!
Left with no internet what so ever not even old trusty aol..
Placed order over five weeks ago only to find out my order had failed not once, not twice, but three times for what ever reason, they gave me so many complicated reasons as to why an order can fai...(failed because sombody didn't click the mouse properly).. I was promised a smooth migration as they put it with no loss of Internet connection it would just switch over at midnight...
The change over day has arrived and I guess I am paying from today's date but I have no router no TV set top box or anything els for that matter... I even recived a tx message saying my router would be with me yesterday... Still nothing worsed company ever... Don't bother with bt the lame excuses have been almost entertaining.. If I didn't have things to be getting with online like emails ect I would find this big joke hilarious...
- Location
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- Location
- Uk
- Reviewing
- BT
- Date
- 2015-05-26
- Comments
-
To me, BT is a stupid company. If there is no star I will choose no star.
First, every charge is so expensive but the service is extremely bad. For example,the normal payment per month is £45 something even I didn't use any calls. The speed of the network is not quick under this price.
Secondly, the company is overcharge. Once a time, my phone line is broken. Then I phoned the BT customer service I asked the adviser how much of the line need to be fixed. The adviser said maybe just £20 on and off. But I am shocked when I got the bill, the engineer fee is £120 something even the engineer just work less then half an hour , just fixed the broken iron wire. And also I think the company did't say clearly what is international call freedom on the contract. For example,I pay £6 per month but I always need to £10-15 per month for the international call.
These are two major bad feelings to me so far, all the say I am extremely not happy with this service experience. I think BT is the big broadband company in the uk, even over the city, whey they do such bad service. They should spend time and ideas to improve the service, not how to earn more money from the customers. I want to leave this company now, but I cannot because the contract hasn't been finished. If I want to leave I need to pay £ 200 to cancel the contract. So I have to stay with it. I will definitely leave this company and won't use it any more.
Thank you
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2015-06-17
- Comments
-
BT is the worst. I live in Canary wharf in London and yet it takes BT 6 days to bring internet back, which is absolutely unacceptable in year 2015
- Location
-
- Location
- Somerset
- Reviewing
- BT
- Date
- 2022-05-05
- Comments
-
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
-
- Location
- Kent
- Reviewing
- BT
- Date
- 2023-06-26
- Comments
-
Since beginning of June my order for upgrade has been placed 4 times and every time it is cancelled. Absolutely had enough now! They have sent out 4 hubs and expect me to return, if they want them they can get them. Already sent 1 back.
- Location
-
- Location
- Grimsby
- Reviewing
- BT
- Date
- 2017-02-03
- Comments
-
Recently moved to BT from Sky to gain the use of BT Sport.
Promised the world and as yet received nothing but poor service, unreliable broadband, incorrect broadband speeds, appalling customer service (had the phone put time on me numerous times), had the £150 voucher dropped to £100 (now sorted), had a threat of a £120 engineers bill before I even got connected, the list goes on, I for one will be going back to SKY asap.
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2014-12-01
- Comments
-
Terrible broadband, terrible customer service. Do not touch BT they are a disgrace.
- Location
-
- Location
- Farnborough
- Reviewing
- BT
- Date
- 2015-09-14
- Comments
-
I've been a bt customer for over 3 years. I pay my bill online ever month with no issue. However due to the fact I don't pay by direct debit they decided to cut me off in July 2015. So I phoned the bt number and got put through to an automated service line that kept telling me that ( your service has been restricted because you have not payed your bill) every time I selected discuss my bill it just reported ( your service has a restricted because you have not paid your bill ) aaarrrrr in the end I had to say the customer had died to be able to speak to some one about my bill. ( disgrace )
Finally I spoke to a guy from cts and he was so rude and wouldn't let me talk. He constantly spoke over me. I said to him that I've been a customer for over 3 years and I've always payed my bill every month. He didn't even care. So I asked to cancel my phone line immediately, he said that's no problem I can do that but you will receive a £30 cut off bill and a £42 30 day notice period plus a £10 late payment fee and the month that you in arrears and also the next months bill also.
£48 bt monthly bt bill x2
£30 cut off fee
£30 30 day notice fee
£10 pound late charge fee
Total £166.00
Then he asked how would I like to make payment. I just laughed at him. I started to question if I was actually calling The right number for bt. I just can't believe what had just happend. I did say that I'm not in a contact and he said it doesn't matter. I asked to speak to a manager and he replied, the manager will only say the same thing. I just put the phone down. I'm so upset that I've been treated like this. I just want others to realise what these dirty cheats are like. I can't stop any one from going to bt but please make sure you're happy with the service you got. On the plus side, I have my own company and I have to pay a lot of money for my Business line. £xxxx. It renews at the end of October this year. Can't wait to cancel this and see what service they try to offer me then. Thanks Bt for you customer service.
- Location
-
- Location
- Scotland
- Reviewing
- BT
- Date
- 2016-04-08
- Comments
-
The service has always been poor. Now BT have introduced Open zone locally, the service drops 4-10 times an hour. BT like to tell me the speed is good at the local exchange - but that's not where I live.
- Location
-
- Location
- Reviewing
- BT
- Date
- 2019-06-07
- Comments
-
Terrible experience.
We received our router and set it up but the service didnt start on the date promised. Many calls later we were told that they forgot to add our address to the system.
They cancelled our order and said that they would add it to our account again and start the service the next day.
This didn't happen. Weeks and many phone calls later they still haven't sorted out our internet. On top of this they're threatening to charge us for the BT Hub that they sent us! It's not my fault they haven't set up the service on their system yet. Appalling.
- 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.