BT Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for BT.

Recent Customer Ratings for BT

  • Satisfaction
    3 stars
  • Customer Service
    3.1 stars
  • Speed
    2.8 stars
  • Reliability
    3 stars

Based on 9301 customer ratings since 2020-05-14 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,098 Customer Reviews over 78 pages

  • Reviewer
    Location
    Bishops Stortford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Thinking of switching to BT Broadband, DONT. I switched from Talk Talk due to slow speeds and poor customer service but believe me TalkTalk seems to be infinitely better than BT. Firstly we were left 1 week without internet connection at the switch. A very poor standard of call centre customer service officer told us that the problem was the Hub that they sent us. They sent a second which also didn't work so an engineer was called who got us up and running. It was not the hub at all. Unfortunately we now find that the speed is well below the TalkTalk speed we tried to move away from. The final irony is that our internet speed is so slow that we can't even run the BT speed tester!
  • Reviewer
    Location
    Blackburn
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    I thought BT was a premier supplier we what a disappointment. Suffered 4 months of poor service after numerous calls engineers working on i still have a problem. Basically the product is not fit for purpose and you have to pay extra to sort their faulty product. Stay well away from BT
  • Reviewer
    Location
    Blackburn
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Where do I start, BT are a complete shambles. I only live just outside of a major town but the best they can give me is 2 meg. I dont want to pay more for FTC as I think this will be crap as well. At present the superb technological giant of BT can manage to deliver is 0.5m. I have had endless calls to their customer help desk, a singular example of an oxymoron if ever there was one. I have had visits from engineers, I have had new routers, in the end somebody at BT with an IQ bigger than their hat size could work out that its their stupid copper phone line we might get somewhere. Unfortunately they seem to busy escalating it to another team who wont call you at the agreed time and even worse will still not do anything about the issue. I think we couls all club together and send the CEO of BT a torch and a mirror because thats the only way he/she could find there own backside.
  • Reviewer
    Location
    Blackheath
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    an absolute joke, connection constantly drops out & when do BT test I have fast broadband. All other internet test show poor performance. a bunch of con artist who refuse to fix the problem
  • Reviewer
    Location
    blackpool
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Joke !!! don't get BT, I got BT because I watch bt sport and thought it was a better option. I was massively wrong! I'm tied into a 2 year contract that would cost me £500 to cancel !!! my internet is slow !! and BT Freeview is awful !
  • Reviewer
    Location
    Blackpool
    Reviewing
    BT
    Date
    Comments
    I was told my broadband would be on on the 21st of October it never happened phoned on Monday to say it was cancelled ? and was told Thursday Thursday came no broadband phoned again was told the 8th of November so told them to cancel then after much persistent promises to put it on next day I said ok only for next day to be told no it's 8th of November so after been put through to the complaints dept twice and cut off I cancelled I was promised compensation but no one phoned regarding this which was told they would I have lost loads of work as I rely on Internet for my work it is an utter disgrace and should be looked into I will be writing to the obdusman as it's utterly disgraceful to treat customers like this
  • Reviewer
    Location
    blackpool
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Horrendous wi-fi and terrible customer service
    Options
    on ‎12-11-2016 14h08

    50 minutes on the phone to try to ask when I can get out of my contract....

    The reasons are:

    Having recently migrated to BT from another provider (fibre to standard broadband) i was left for over a week without any services, somehow my socket had become faulty.....

    Once this was working I started to notice that I had no wi-fi in my other rooms in the house. I tried resets, everything, but still no wi-fi.

    Deciding to call bt for assistance I was informed I could "Purchase" a super router 6 which would give me a better signal... (I didn't care about the quality of signal, just as long as I had a signal, which I didn't have).

    So here it is folks...

    Join BT, lose service for 7 days
    Experience Broadband like no other, ie no broadband or wi-fi in other parts of the house
    Customer service, terrible beyond belief.

    I personaly can't wait to leave BT so I'm waiting for the end of my contract as BT will penalise me for leaving a terrible service.....

    Disgusting
  • Reviewer
    Location
    Blackpool, UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    READ THIS GUYS!!!

    I never write these but I've had enough now! I'm having to do this on my mobile because my internet has crashed again and India (who can't understand me at all or are aware of the details on my account at all) decided that it's the line which was tested on the Thursday by an engineer to be fully functional!

    Since I joined BT I've had nothing but problems. Lied to on the phone and once a month I pay for nothing!

    I moved into my grandads house after losing my job and having to move back home it took me 4 months to finally give in and think why not I'm still paying for it I might as well get internet installed till the end of the year.

    I asked the guy on the phone for BT if my grandad could keep his home number and I have a seperate one for my internet, the landline was provided by talk talk. They said that was fine oh was I mislead!

    When the engineer installed the hub he gave me a new number and everything was working fine then I got a call from BT to confirm my number transfer and once again I asked them if my grandad would keep his number they said yes.

    Long story short they cancelled my deal with talk talk stole my grandads number and used it for my broadband. So now my grandad has to be calmed down each morning before I go to work because he can't ring my mum to let her know he's ok. The phone line has been cut off by talk talk. He has Alzheimer's for God sake you sick people BT! Just because you can't listen!

    4 weeks he hasn't had a landline! Now my internet has stopped working AGAIN!!! I want to take this to court and make them pay for this!

    To fix the whole problem they tried to charge me 50 quid!! I'm stuck in limbo now with no internet and no landline thanks to BT's award winning customer service well fuck you BT! All you cause is upset and more money added onto the bill!!! Read this and know I will be taking action legally against you if I can afford it after you ripping me off for over a year!!!
  • Reviewer
    Location
    Blairgowrie
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    just horrible. my internet is not working for 10 days now. I've been phoning them every day. they send me 4 engineers all of them were unavailable to fixed that problem.now when call them to cancel my contract they say I have to pay cancellation fee. I learned my lesson never going with bt again
  • Reviewer
    Location
    blandford forum
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Been using BT since dial-up days.Cannot recall any occasion where I've been annoyed by an interruption in service.
    Download Speed is reasonable at 26 Mb/s but not as fast as advertised.
    Complacent but happy I guess.
  • Reviewer
    Location
    blindley heath
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Lost internet connection on the 15ht Dec. BT do know know what is the problem. I have asked for a letter of deadlock and are taking this matter to the telecommunications ombudsmen
  • Reviewer
    Location
    blyth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I recently moved from talk talk to bt on their infinity 1 package and took the tv starter so i could get the sport channels on my tv.
    The transfer of the telephone line went smoothly but the broadband disconnected and didnt come back on, i waited until the following day to contact them, as i know you are advised that it can take up to midnight.
    When i got through the lady was very helpful, she explained there was a fault on the fibre line which is why it wasnt activated on that day. She explained that it was scheduled for 2 weeks time and she would look to expedite the date and contact me on the following monday.
    Unfortunately i had missed the call on the monday, so i called back in and spoke to another gentleman who told me that he could not do anything about the date and instead gave me a credit of £55.95 to cover my activation fees and the delivery of the hub.
    I then got a phone call from the lady on the tuesday who explained she had managed to get the date moved forward and the broadband was activated on the following day.
    Yes i was without broadband for 1 week but they were so helpful getting the service activated for me and ensuring i wasnt out of pocket for my troubles.
    When the football season started at the start of august i was made aware of the increase in the cost of sport, i had a feeling there would be a charge for the european football package, £5 i can live with.
    I decided to get the sports in hd on the day of the community shield and was told that i could have it free for 3 months, bonus.
    Since then i decided i may as well get the uhd package as i was pleased with the service ao far. £15 extra minus the £5 for aport so i am only paying £10 a month more and couldnt be happier the broadband is so much more reliable with bt. When i had talk talk i would often experience a lot of buffering during peak times and honestly ive forgotten what that feels like.
  • Reviewer
    Location
    BN435SA
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    We decided to put all our eggs in on basket, landline, broadband, & mobile. We've had five weeks of absolute hell. We've had 17 e-mails, 5 order streams, the same number issued on both mobiles, 8 changes of dates (inc dates made without consulting us), staff lying to us about calling, being transferred 7 times on one call, and countless other incompetances.
    They can't update orders until each service is completed.
    BEWARE on BT Mobile: BT does NOT offer a Personal Hotspot/tethering services, and won't tell you unless you ask the right question.
  • Reviewer
    Location
    BN435SA
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    We decided to put all our eggs in on basket, landline, broadband, & mobile. We've had five weeks of absolute hell. We've had 17 e-mails, 5 order streams, the same number issued on both mobiles, 8 changes of dates (inc dates made without consulting us), staff lying to us about calling, being transferred 7 times on one call, and countless other incompetances.
    They can't update orders until each service is completed.
    BEWARE on BT Mobile: BT does NOT offer a Personal Hotspot/tethering services, and won't tell you unless you ask the right question.
  • Reviewer
    Location
    Bodmin cornwall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    What a disorganised, disfunctional,and arrogant organisation. Signed up with bt for tel line ,infinity broadband and bt tv on the 24th august for new property we wre moving into on 18th sept Promised a vist on 14th& 21st sept to have all installed, noticed on tracking my order on the 18th to see that 21st visit had been cancelled without any notification from them. told unable to do outside work rebooked for 30th sept and 6th oct. Low and behold next day an engineer was outside doing the work. Looked at my order tracking and 21st visit was reinstated. But on the 20th day after the first visit an engineer knocked and said he was there for outside work! explained it was all done but needed the inside work done. He could not do that and left. took a day off work to there on 21st and guess what no engineer turnerd up. Rang customer service and told work wont be done now to 9th october. What a waste of time and effort. They never contact you give a load of spiel. and no help what soever. sent an email of complaint but never got a reply. Wished we stayed with sky. and i thought they had bad customer service.
    BT STOP SPENDING VAST AMOUNTS ON FOOTBALL AND ADVERISING AND GET YOUR HOUSE IN ORDER AND WORK TO KEEP CUSTOMERS
  • Reviewer
    Location
    Bognor Regis
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I have the highest level of broadband Infinity and the latest Hub 6. The service is very expensive, with prices rising at least twice a year. The broadband drops out whenever ther is the slightest storm, wind or rain. TV advertisements are usually dishonest and deceitful, making outrageous claims as to coverage and reliability. 'Deals' are offered to new customers only with no regard to loyal customers.
    Would advise anyone to look elsewhere as BT offer a poor, expensive service with little respect of customer loyalty.
  • Reviewer
    Location
    Bolton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I subscribed to BT Infinity 1 on Sunday and already I have received absolute diabolical service - I am absolutely astounded they get any business at all - I am going to cancel my order... and why cant I write on their facebook probably because they want to hide that fact they don't know the first thing about customer service!!! Anyone thinking of swapping over I would strongly suggest they think twice and then again because you haven't received diabolical customer service until you have to deal with this lot!!!
  • Reviewer
    Location
    Bolton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    A word of advice to anyone thinking of using BT. Unless you really want it don't subscribe to BT Sport, even though it may be 'free'. HIf you decide to change supplier the don't automatically cancel the sports package. They send you a message stating that they'll switch you to full priced BT Sport lite at £13.50 a month, unless you ask to cancel it. This means you have no option but to contact them. When you ring you'll be put through to a customer service adviser who would make the hardest of 1980s double glazing salesmen blush. After 15 minutes of screaming at him to just cancel the sports package he then informs you that there is a 30 day cancellation clause for which you'll be charged the £13.50. What a con
  • Reviewer
    Location
    Bolton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst isp ever! I regularly have huge problems connecting. Download speed is appalling. Customer service really don't care about your problems. When your due an upgrade you have to fight tooth and nail for them to even give you one. I had to threaten to leave my contract before they would even listen to me. And to top it all off they have blocked websites so the freedom of browsing is lost with BT, absolutely useless as soon as my contract is over I'm defiantly leaving. I'd get a better deal using a wet fish!
  • Reviewer
    Location
    Bolton
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    My daughter and I were both with BT for three years. Very expensive and customer service useless. When my daughter changed to Virgin they charged her $31 for disconnection. As a result I left BT as well, never to return.
  • Reviewer
    Location
    Bonnyrigg
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Don't get half of the download speed I paid for as in I pay for 73MBPS and I get 20MBPS, Internet connection cuts out frequently has useless customer support the only reason why I even have them is because I have no choice as other ISPs don't even have fibre optic in my area!!!
  • Reviewer
    Location
    Bootle
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful service terrible broadband and when you ring customer service spoken to like a piece of of dirt not 1 bit happy and definitely would not recommend had no internet. For 3 weeks and they send me a bill for £400 after refusing to pay for a service that I can't use
  • Reviewer
    Location
    Borders
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    move from sky to BT mistake slow cant connect drop in signal should of stayed with sky now stuck 12 mounths
  • Reviewer
    Location
    Bordon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Absolutely appalling service. Ordered a new phone line and broadband infinity for a house move and it all went wrong from there. Incorrect order placed on their end, 15 hours + on the phone trying to resolve the issue. Inability to speak to the same person twice, each person giving me different versions of the truth, temporary broadband premium at the old address given for '4 weeks' until the move - had it for a week and now being charged £860 for 'cancelling the order early' even though we never ordered it and are being accused of agreeing to pay for a two year broadband contract in two houses, one of which we left two months ago. Being given false information about the cloud and expecting more 'cancellation charges' while trying to sort it. Over 2 hours on the phone again today with a woman from India who made me spell Sarah 3 times and refuses to allow the charges to be dropped, insisting that we were more than willing to pay 2 years of broadband for 4 (1) week(s) worth. And that's is cutting the story short. Absolutely appalled by the despicable service of everyone at bt. Not a single person I spoke to appears to know what their job is. My advice is to avoid Bt like the plague. They have the worst customer service skills and common sense that I have ever had the displeasure to deal with.
  • Reviewer
    Location
    Borough green
    Reviewing
    BT
    Date
    Ratings
    • Speed
      3 stars
    Comments
    BT are literally the worst company I have ever known, there customer service is discussing every single person I have spoken to must be the most incompetent people Iv ever had conversations with in my life. None of them communicate. They cancelled my account without telling me then took over 10 days to set up a new one so was 2 weeks without broadband or a telephone line in a terrible area for signal, after notifying them I had a new born baby and need a telephone line asap. I confirmed with one of the staff I was not paying the one off charge £35 set up few as their service was a disgrace, she discounted that and I paid my bill. They
    have now today decided to take £35 from my account for the set up fee that was agreed I didn't have to pay and they tell me it takes 3-4 days to look into the phone calls which will prove I'm right and then will take up to 10 days to get my money back. They are an absolute disgrace I would be embarrassed to work for the company DO NOT USE THEm UNLESS U HAVE TO unfortunately I'm in a new build and we have to use BT.
  • Reviewer
    Location
    BOURNE
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    We have a complete package:-
    Broadband
    Telephone
    Two Mobiles
    TV
    Backup WIFI hub.
    Service calls free.
    We only have to deal with one contact.
    Unlimited Telephone calls.
    Unlimited Mobile calls and Data.
    Total Price £100/month
  • Reviewer
    Location
    Bournemouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    BT call centre and support line in Bangalore is a joke, had to ring them to sort out a problem with my 90 year old father's switch to BT mail. They don't understand you and you can hardly understand them, my father would have had no chance! After 2 hours on the phone I was ready to sob with frustration at the constant repetition and lack of understanding. In the end they gave up and so did I . I found the answer to a fairly simple problem by searching Internet forums. This call centre is a disgrace avoid BT like the plague.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    Absolutly disgusted with bt I'm a new broadband customer and my service was supposed to have been activated last Tuesday today a week later still no broadband.After numerous heated conversations and a visit from an engineer I still have no broadband.I have now been told another engineer will be out on Monday..Nobody seems to know what they are doing it's a wonder they have any customers if this is how they treat a new one . I will be cancelling my contract that hasn't even started. You have been warned
  • Reviewer
    Location
    Bournemouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs.

    Connection is poor and live in an area surround by fibre optic yet our house plus 6 others seem to have been missed out even though you can't get much closer to the main hub yet BT won't connect us otherwise i'd be with Virgin.

    Got sent a non functioning hub and after spending a week phoning India repeating and jumping through hoops to get this sorted the only offer given to me was to send an engineer and be charged £129.99 because they sent equipment that didn't work. Then the engineer didn't turn up and had to book more time off work for another to be sent.

    They will scam you unless you go for there infinity if they feel like connecting your area up that is, Avoid, Avoid and Avoid.

    Also Ombudsman doesn't care because they were paid off with buying up all the contracts. Monopoly wins and average consumer gets ripped off.

    Parents use sky and they are 10 times better, think anyone else is better and until people stop using BT and the government sell the contracts out fairly this won't change.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocked with the way I was treated by BT .Simple move from one area to the other ,.lied to me many times/ Emails lied / never got it in the end / Truly stunned how bad BT is
  • Reviewer
    Location
    Bournemouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT broadband is terrible. My phone works faster on 4G. Keep well away.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    It took them 27 days to switch my adress, after they fail 3 times to do it.The internet is down every 10 minutes for couple of seconds. Impossible ti wotk from home. I wanted to cancel the contract, but they put me a tax of £268, because I don't want this poor service.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst customer service I have ever had.The service was so poor it's beyond belief one hour and ten minutes to get through on the phone on 4 occasions no one calling you back took 3 weeks longer than the agreed date to connect phone and broadband.
    Booked engineer to fix broadband fault determined routers faulty want me to sign up to new contract to get a working router do not join them they can not cope the service is worse than awful.I never post reviews stay away from them
  • Reviewer
    Location
    Bournemouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Worst company ever. will never use them again. had multiple problems with them. never seem to receive important details from them only spam emails selling more more rubbish. they have put my mobile number on someone else's account was receiving details of someone else's order. they had the wrong mobile listed for me. orignal deal should have been 34.99 now they have pumped it up to 38 without telling me of the changes. the staff tell the wrong information. just waited over 18 hours for my internet to come back to be told they placed two orders and once and that's why it had cancelled after being told 3 times before that everthing was fine and they were pushing it though. also was advised by custmomer service to cancel in june when my contract is up now told me its 30 days and ive still got to pay them another bill. had problems with them since January not once offered any form of compensation. just add ridiculous charges everytime because of an issue that they created!

    AVOID! AVOID! AVOID!
  • Reviewer
    Location
    Bournemouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Very disappointed and actually appalled with BT's customer service. Diabolical.
    We signed up to a BT Infinity package last December and when discussing the package on the phone my husband stressed it was important the new package would retain the "International Freedom"package as I'm from Ireland and call there several times a week. Since we signed up apparently "online", we never received a paper quarterly statement, and just recently we discovered on going through our household bills that for the past 10 months our BT bills (paid by direct debit) had doubled as were taken off the 'International Freedom' option when the BT Infinity contract started last December!
    BT have no interest whatsoever in trying to put matters right given that we calculate this mistake has cost us approx £600 in 10 months. We are very disappointed given that we have been with BT for many years and they have absolutely no interest in retaiing our business. My husband wrote a long letter to the customer service dept in Durham and received by way of response an incredibly poorly written shprt email (terrible grammar) basically saying "computer says No" without responding to the individual points raised in our letter.
    Separate to this incident I will also say that we had phone line problems twice in the same period, the most recent one meant we were without a phone for approx a week. Very Poor.
    Anyhow actively seeking an alternative supplier and would urge you all to do the same!
  • Reviewer
    Location
    Bournemouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband at the moment abysmal, sick to death of hanging on a phone waiting to be answered, shocking service, shame on BT
  • Reviewer
    Location
    Bournemouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    I'd avoid. High prices. Often have to reboot the hub to get decent speed. Engineers haven't shown up. Bad call centre experiences. Countless in-contract price rises - I'm sure all legal but really BT, aren't we already paying enough?! It makes me feel sick having to stay with BT due to family pressures for a minor sport that sold out to BT. More price rises announced today :(
  • Reviewer
    Location
    Bournemouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    During 18 month contract broadband speed disappeared almost every month for a whole weekend. Even contract said that speed should be 52 MBps, I never get more than 32 Mbps with a Green Box located 25 meters from the house. During contract time monthly Direct Debit fluctuated several time by increasing from 34 to 35, then back to 34, then it increases to 38. If it is fixed monthly Direct Debit. It should be fixid. But not with BT. When contract ends they switched you automatically to the highest price service, without properly informing you and offering something instead of your ending contract. They making changes to your Monthly direct debit without properly informing you about that.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Truly shocking never known a company like it -Totally Arrogant - 100% Do not care at all
  • Reviewer
    Location
    Bovington Dorset
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    BT have been absolutely Rubbish. I made the order before i moved home, when we got to our new home, they was no landline or broadband. I had to reorder and wait 11 days. I need internet and landline for my work. Eventually I got it and for compensation they offered me £3. I spend more money on petrol to go to and internet cafe. DONT USE BT GO TO ANOTHER PROVIDER.

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