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)

Visit BT   Read our BT buyers guide

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
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was with sky before i didn't have any problem.when BT people ring me they said they r better than sky and i fall for it now i regret worst broadband as soon as it is weekend i had prob can't wait till my contract ..... Going back to SKY ... Please don't fall for the offer Bt make to their customer
  • Reviewer
    Location
    Staffs
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I have been a BT customer since 1998. Not for much longer. Due to very poor customer service I have decided to take my business elsewhere. The package is overpriced, broadband often unreliable and the included email service is sub standard, unusable majority of the time and the spam filter is useless. They have barriers to their complaints process and refuse to let you speak to a senior manager. In the case of the complaint I raised about the broadband reliability and the poor email service I found that they did not follow their published complaints process. They do not engage in lasting customer relationships and loyalty counts for nothing.
  • Reviewer
    Location
    Hamilton
    Reviewing
    BT
    Date
    Comments
    I changed to BT Infinity from Virgin to save money and I believed there would be no loss of service. I was very much mistaken. Since it was installed we have yet to have all 3 services working (phone, broadband and tv). Both my partner and I work from home so the interruptions on broadband have caused us major problems and I have spent so much time calling and emailing - all to no avail. Customer service is atrocious and I have constantly asked to speak to a manager as I am looking for compensation and to cancel the contract however I won't be paying them a penny as I believe their products are not fit for purpose. I am thinking of taking my complaint to a telecoms ombudsman. Has anyone tried this route and any success?
    I award no stars for anything BT have supplied - dreadful service and would never recommend them.
  • Reviewer
    Location
    Burton on Trent
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely disgusted with the service I have received from BT for past year I have had a fault where the Broadband drops intermittently, called them out Engineers are not interested in getting the fault fixed just keep telling me its an internal fault, eventually they tracked the fault to being external and still having big issues they say its fixed week later same issues never interested take days to come out and by this time your business will be finished.

    You think I am joking please try BT
  • Reviewer
    Location
    Spennymoor
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Joined bt about a year ago and I have had a problem with line speeds from day one.As I write this review my line speed is only 0.84Mbps. Dispite regular complaints all I get is someone from a call centre halfway round the world telling me there is no problem with my line. I have even sent them screen shots of the results from BT wholesale speed test, to no avail. The one star rating I have given is way higher than BT deserves and once my contract is finished I will have the line removed and switch to mobile, may only give 3-4Mpbs but it is consistant 24/7. Anyone who moves to BT is insane (self included)
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    First week of switching from sky to BT i regret that ive done it so much, service was on for 4 days and then it cut off, contacted technical of BT 4 days ill have to be without broadband and land line, even though switch over date was 4 days ago. Would not recommend them. Unfortunately virgin is not available in our area.
  • Reviewer
    Location
    Norfolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I joined Bt placed order 17 February it took over a month install 5 appointments 3 engineer appointments till it was installed i got an offer from Money saving Expert Martin Lewis Fibre Broadband phone Tv £150 MasterCard £50 cheque cash back its Now July never got the cashback £50 got a Master card to the value of £110 contacted emailed phoned Bt 5 / 6 times or more they tel me their was no such offer i must be stupid when i placed the order i done a Screen capture on PC as proof of offer at the time
    Any way 3 months later get email from BT my price is going up by £2.50 a month it was supposed to be fixed for 18 months not so say BT the price can go up any time i tell them i want to save money Sky Plusnet Vodafone have offers for £25 but bt offer me more expensive package their new super fibre £33.50 i dont want to pay more i want to save money and pay less Joining Sky for £25 38Mb fibre unlimited calls
  • Reviewer
    Location
    Noble
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Much too slow broadband speed. Customer service (if you can contact anybody) practically non-existent. Utterly hopeless. I am thinking of changing. I am paying BT for 8 Mb and getting an average download speed of 1.87 Mb and an average upload speed of 0.32 Mb. This is absolutely pathetic.
  • Reviewer
    Location
    Streatham Hill
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely dreadful service DO NOT USE BT. Four times I have been told the fault would be sorted that day and 4 times they have failed to do so and failed to contact me saying there's an issue. Every conversation I have had with them they have assured me it will definitley be done that day and said the issue was at the exhange. I then called today as the fault is still not fixed and was informed that an engineer came to the flat, three days ago; engineer didn't even borther phoning when he couldn't get in. Having not been told soemone was coming I wasn't in. Two days ago I spoke to BT and no reference was made to the engineer turning up the day before and again they assured me it would be sorted within 24 hours. They are now saying thay have to wait three days to update the order (6 days from when the engineer came round)before they even consider dates for a new appointment. Again DO NOT USE BT
  • Reviewer
    Location
    Glasgow
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT
    Receiveing a very poor service
    I ordered phone line and broadband with BT and
    BT OutReach installed services yesterday but have no broadband.
    After 6 hours on the phone i have been given an other 48 to 72 hours to fix.
    Very bad service
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    THE UPGRADE THAT DOWNGRADED MY BROADBAND.
    Upgraded my Broadband from 13MBS to the fastest available in my area 22MBs. When the switch over day came broadband down to 0.2MBs!!!. Engineer came out to check what is wrong. I have been put on an old telephone line that is 11Km long, instead of the 2KM one that went to a local fibre cabinet that I was using before. I rang BT and they say I was always on the 11Km line the engineer has tested your line and there is nothing wrong with it!!!! I could never have achieved the 12MB speeds I said. I told them I had a VDSL line before and now I am switched to a ADSL line. They do not even know what I am talking about. They said what is VDSL?. 5 hours on the phone and am no closer to getting their big mistake fixed. Wish I had not bothered trying to get an upgrade.
  • Reviewer
    Location
    Isle of Wight
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Unbelievably contemptuous company that could not give one stuff about its customers. Just joined them and immediately had a price hike. Yes I can leave but what a way to do business.
    How can Ofcom allow this company to trade when they openly brag that "We can change any prices and terms during your contract"???? Totally unfair contract term. Absolutely disgusting way to treat customers one month into their contract.
  • Reviewer
    Location
    Isle of Wight
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Is this the worst most heinous bullying company in the UK?
    Hike their prices up whenever they feel like it and when you exercise your right to leave they try to bully and threaten you with all sorts. This is the second time (yes, how stupid am I) I have been with BT and I left them early last time because they upped their prices mid term. Chasing a fe £ that time cost lost them £100s, now the same thing has happened again.
    To be fair to BT I know people who simply pay the increase and are happy paying through the nose so I guess overall the awful business model of ripping people off does work for them.
    However BT will never ever get my direct custom again.
  • Reviewer
    Location
    High Wycombe
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute garbage customer service. Do not sign up wit BT. If you're moving home or try to leave BT, they will screw you over. Instead of accepting their mistake they penalise customers for leaving them. I'll never use BT ever again.
  • Reviewer
    Location
    Wrightington, Wigan
    Reviewing
    BT
    Date
    Comments
    Had ADSL as a small business user since it took over from dial-up, 17 years? Originally with ZEN who were excellent. Moved to a basic BT service to access wireless hot spots using own router. Worked fine. Was persuaded to take Infinity 1, our on-line world collapsed, 2 defective HH5s, 7 days later moved to new TP-LINK VDSL Router which was stable from the word go. Truly abysmal technical support from India, if you can 'get through' in any sense of these words. Incompetent staff and supervisors, promised call backs that never materialised, inordinate delays, replacements that take 3 business days to arrive (Amazon Prime 1 day). A thoroughly discreditable performance and speeds currently a fraction of those promised! What can I say, go elsewhere!
  • Reviewer
    Location
    Scotland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I cannot believe the customer service! I called the 0800 number to discuss my present package. I spoke to a male who continually yawned throughout the conversation and didn't appear to have a clue what he was doing/saying.I thought he was under the influence ! I put down the phone redialled and a female answered this time. Not very clear on what I was asking and couldn't multiply 12 x £1.22. She told me she wasn't a numbers type of girl ? I asked to speak to Team Leader or manager but conveniently no one was available. What awful service and quality! BT don't deserve my years of loyalty and money. I dialled the number which costs you and asked them to call back. This time I got a polite trained operative who knew what they were talking about. Will now look for an alternative after 30 years.
  • Reviewer
    Location
    london
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible, terrible, terrible. I've spent 2 hours on the phone with them and still wasn't able to sign up for a wifi. Apparently I was supposed to get my credit score check myself , pay 15pounds for that just to have my application refused. Would give 0 stars if I could.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    BT is the worst company (all services included) I have ever dealt with.
    1) the service itself is bad: in my old flat we kept having to reboot the router (several times a day) for it to work, which means the internet cut off all the time. This lasted 3 years. In my new flat, they randomly cancelled my order and my internet was activated 3 weeks after I ordered it - and I am in a flat where all the infrastructure was already installed with BT and everything worked.
    2) most important: horrible customer service. Every time I speak to someone new I get told different things, and they are pure lies. BT never do what they promise: they say they call you at X time on X day, that doesn't happen so you have to chase for it, then they tell you something else, which again they don't do. Now for the 3rd time I am promised a phone call to discuss my complaints and compensastion but that takes almost a week, and I am not even sure they will call.

    Absolutely NOT to be trusted: their service is bad and they treat customers appallingly, this is really serious.
  • Reviewer
    Location
    Manchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company is such a flaming pile of rubbish that I do not even know where to start. We ordered our broadband 5/9/2017 and today a month later nothing has happened. An engineer came by to set up our phone line which doesn't work and has at no point worked. He told us they would be back to set up the broadband and never contacted us again. We have spent over £50 on phone calls trying to reach BT's impenetrable "customer service" 3 times a week for the past month trying to chase down our order to see if any developments are taking place. We have been redirected countless times and told that we would receive a phone call from their offline specialist team over and over again (countless times). We have received one phone call from the offline teams which came two weeks after we initially noticed that something is not right. The offline team couldn't help us at all and made us wait over 7 business days for their follow up phone call only to be told that "our phone line is already working" and that they cannot find our address on their database to organize the broadband over. There seems to be no consistency in their company-wide customer service as every time we called confused wondering where our broadband is, no one had any idea what was going on with our case, forcing us, the customer, to explain our situation to countless customer service agents over and over again. This company had the audacity to shamelessly take 7 business days "to get back to us" every time we called to make an inquiry on our order, and insisted time after time that our totally functionless and mute phone line is working, even after we BOUGHT A PHONE specifically for testing our phone line. This company COULD'VE been honest with us from the beginning and told us they cannot deliver us services as our address doesnt exist in their database. BUT NO. This company COULD HAVE some sort of basic "high priority" policy for customers that have had their unresolved case dragged out for weeks in order to speed up the process. BUT NO. This company COULD add details of progression in their customer service systems so that when we call, our server could easily check the developments of our order on their on systems. However, this utterly disfunctional and unacceptably disrespectful scam that BT calls a "company" has failed to do any of the above, or anything else for that matter to assist us. Even on our final phone call to them which cost us £8, the customer service agent had nothing else to say besides "why didn't you use a phone box to call us to avoid spending so much money?" We have finally cancelled our order and are absolutely mortified over being totally scammed and had our time and money wasted for an entire month. Now we are eagerly awaiting our refund which will hopefully arrive in "5-10 business days".....
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Comments
    In an age where most compete on service in some ways it is interesting to find an organisation that has true contempt for their customers.

    BT pines for the time when it was a monopoly and is genuinely bewildered by the concept of customer service.

    It has been 58 days since I was definitely promised an engineer visit to install my BT fibre-to-the-premises, I have been treated to 39 days of "executive level complaint handling" and I am absolutely no closer to receiving any service whatsoever from this organisation. They just cancelled a promised engineer visit yesterday because a pole is rotten. They failed to spot this when conducting a very much delayed survey.

    A couple of times a week I will get a "I am investigating what further on-going work is required" message but the only advance that occurred was when I sent them a photo of trees that had been trimmed as they are utterly unable to find this out for themselves.

    With executive level complaint handling I receive incompetence and unprofessionalism, it makes me wonder what you get with basic level complaint handling. Do they add arson?
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Living in a rural location means I can accept slow speed. However, BT's customer service (from their non-UK) call centre - when something goes wrong - is atrocious.
    They are unable to diagnose, never mind resolve, issues.
    Furthermore, they don't phone back when they've arranged to and refuse to even consider compensation - even where there is documentary evidence of financial loss.
    They're abusing historic goodwill and relying on customer apathy.
  • Reviewer
    Location
    Newport
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I'm very very disappointed since I've joined bt I'm spending £31 on only broadband yet I've been over charged a few times which was bt fault and claims its a mistake!and due to that I ended up getting debts from the bank each time. Costumer services always give you different information .I also have waisted allot of monthly minutes on just contacting bt. You are losing a jenuinly lovely costumer who quiet frankly had enough and will be thinking of cancelling contract.
  • Reviewer
    Location
    Aberdeen
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst customer service I have EVER came across
    I moved house 8 days ago. Changed my details online 8 days ago. Called then 7 days ago to query why my broadband wasn't working. The details werent changed on their computer. I changed them over the phone. It still didn't work. I called the next day. Details STILL weren't changed. I changed them AGAIN over the phone. Still not working. The following day I was assured repeatedly that my details had been changed and that my broadband would be working by midnight. Shock horror the following morning it still wasn't working. I called back, was told there was nothing wrong their end. That I had to call back when I was at home and someone from the technical dept would assist me. I called back yesterday. Apparently it WAS their problem....that they were having "technical issues". But I was assured my broadband d would be up and running by midnight. Would you believe...I woke this morning and it's STILL not working. I called AGAIN at 8am today, to be told my details hadn't been changed! After an hour on the phone, being passed from advisor to advisor (most of which couldn't understand a word I was saying!), I was assured yet again that my broadband would be working by midnight, she even had to the cheek to say "you can trust me". Pfft. It's now half past midnight and surprise surprise it's STILL NOT WORKING!! After countless amounts of phone calls....each time speaking to at least 4 diff advisors. I can safely say I am sick to the back teeth with bt. They are the worst customer advisors I have EVER had to deal with
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Comments
    It's rubbish and a waste of money. Took a minute to just search and load this site. Virgin media is better by a mile. Like they say, you get what you pay for.
  • Reviewer
    Location
    London, England
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    We've been with BT for more than four years now, in the last year our broadband has started to simply stop working at random times. This is not convenient for me as I often have to conduct online meetings with overseas offices from home. It came to the point where I have now moved to EE. However, in the last month of their service, once I had informed them that I would not renew the contract, the broadband simply stopped working for good, with the hub constantly flashing orange. It seems as if BT cut my broadband off before the end of the contract because I had upset them. This means I have had to pay more than £50 for broadband that I didn't receive this month. Beware of BT they will not play by the rules.
  • Reviewer
    Location
    Ripon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    No internet for a month. Bt keep changing the date to repair. Not interested in their customers at all.
    Customer service what service.
    Come on get your act together and listen to your customers and start acting on delivering.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disgusting service, the communication when you phone up BT is a joke, the agents are ignorant and the moment you want to complain, you will be cut off deliberately or sent on a run around, the complaints team will not address this part of your complaint, they will just ignore it and not respond to it formally, I have proof and ignorance is not an excuse. BT are scandalous and their complaints team is not impartial, they cover up and will try to spin doctor everything in any verbal communication and will simply not address anything formally in writing that is harmful to BT. The complaint handler will make a conclusion on a situation that occurred which is far from accurate and when you counteract it and expose the ignorance in the conclusion the handler will not respond to it specifically in the next email. Ignorance is not an excuse BT, sorry, do not act like your complaint handlers do not know what they are doing, it is all carefully contrived.

    Takes approx an hour to get the complaints procedure with the name of the ombudsman they are signed up to when on the phone due to spin doctoring and shocking tactics.

    Internet will cut out when it pleases and comes back when it pleases, been offered the same resolution twice that does not work and when offered it the third time you can only refuse.

    Complaining does no help as mentioned, the complaint handler will ignore anything formally written that requires a response that could jeopardize T position in the complaint.

    Stated explicitly not to be contacted verbally after taking legal advice, this was also stated in writing in my formal complaint to BT through the right channels but yes, you guessed it.. 2-3 calls to my mobile and landline, voice messages left on the mobile and landline, even started receiving text messages, almost laughable that they think this type of tactic/harassment is acceptable even after stating in black and white that you require BT to respond formally in writing only and not to call. But they call to figure you out, what you know and what you do not know to exploit to their advantage.

    They claim to have the best wifi signal in the UK, from my experience, no way in hell is it even close.

    As you can see from 90% of the reviews on this website in regards to BT, even the most recent ones... Avoid like the plague!

    Remember, if the broadband company does not provide you with the service contracted for, ask them for the ombudsman they are signed to and follow the correct channels for the formal complaint procedure, know your rights, you can have the contract cancelled without a fee under many circumstances and be entitled to compensation. Just make sure you log every problem you have because the BT team will deny them even though they can check the history on their end.

    I speak from experience with proof, this is not opinion. I have it in black and white.
  • Reviewer
    Location
    Coventry
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Since BT bought the previous ISP provider the cost has increased with no improvement in speed, 1.7MB.
  • Reviewer
    Location
    norfolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    just rubbish for too much money
  • Reviewer
    Location
    Garthorpe
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Been with them for three weeks and to say I'm disappointed is a understatement. Its like dial up very poor.
  • Reviewer
    Location
    AIRDRIE
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor service. Plenty of process and talk but little progress in a rural location.Finally quit BT and moved to 4g. Good riddance.
  • Reviewer
    Location
    Swansea
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Paying for Fibre and we have about 50% service. Less when it is a busy time. BT Customer Service say all the right things but rarely act on what thet say. They always seem reluctant to get Outreqach involved, my guess is that since they are now 2 different companies BT has to pay a charge.
  • Reviewer
    Location
    Barnsley
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I wanted to put minus one for overall satisfaction and customer service ,but it isnt available.
    At present i,m in the middle of a nightmare with BT ,I decided to leave because of the price hikes ,thats when the trauma began , letters , texts, and emails ensued, 5 in a week ,3 calls to disconnections and customer care , getting no further ,cancelled direct debit
    so I can control what they are asking for
    I have tried to cancel sport 6 times over the last few months,
    3in the last 18 days ,no one does it , wrote a letter to managing director customer care ,block capital across the top I AM NOT PAYING £110 fee for early release of contract and CANCEL SPORT.
    This morning letter from the Libby Barr ,manager, thanking me for my order of BT Sport!!!rang again, now. they tell me another account was opened. In my name,I didnt open it , so who did? They dont know , theres only me so ,its not at my end.They say i,ll get a bill in the next 7-10 days saying what I owe them , then I,LL have to ring billing to sort it out -customer care???
    Incompetence ,rudeness ,agression, confusion, and being pressured is what I,ve had from BT ,DONT even think about joining them
    I might of thought about rejoining in the future , but I,d rather be without services now
    BT ARE A JOKE !
  • Reviewer
    Location
    Belgravia, London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor!Poor!Poor!. My broadband was supposed to be on on the 19th June. Writing this review on the 19th of July! Still not working, I was told it should work by midnight tonight. Applied on the 6th of June. On my engineers visit of the 18th no one turned up. On the Saturday sent me a new order ref, and put my service back to 19 July. Appartently there was a Glitch on the system and they could not bring my date forward, so had to wait till today. I received a tect at 11 am this morning that my broadband should now be working, Still Not!!

    Do yourself a favour and stay away!! There are more professional companies out there. BT, pls stop scamming people with your adverts to join Up. Cant even help the ones that are already signed up

    All they can say on the 25 calls I made to them is Sorry...Sorry...Sorry...

    Never again in my life!
  • Reviewer
    Location
    PAIGNTON
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible custormer service was on hold for 30mins to be diverted and on hold another 10mins, take money they arnt supposed to then try to justify it to you! Con artists and not good people dont give them your money
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could give less than one star I would. This is the worst customer service experience I've had with any business. BT make mistakes, don't take ownership of those mistakes and lie to you. I have no other option of provider because BY have a monopoly on fibre broadband in the Catford Green development but their own systems don't recognise that they provide this so they just send you round and round in circles.

    I would not recommend working with BY to anyone!
  • Reviewer
    Location
    York
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute crap service. BT promise much which their arms length engineering service then admits cannot be delivered. Anyway who can trust any salesman who promises infinity? Any school kid would tell him it is unachievale!
  • Reviewer
    Location
    Berkshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    If you like a massive language barrier, hearing outright lies from agents, going round in circles, waiting for up to 30 minutes listening to silence while they run "tests", speak to agents who know don't know how to use a BT Home Hub, and getting fobbed off with "please wait 2 days while we monitor your connection" then call BT broadband technical support now! The Openreach guys are great but its so difficult to get an appointment booked with an engineer now (even if you offer to pay for it) that you are forced to endure the worst tech support service on the planet. 11 months and counting until I switch to Zen.
  • Reviewer
    Location
    Ipswich Suffolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Steer clear of this bunch of thieving cowboys.

    Their customer service is worse than their very poor broadband.

    I will use carrier pigeon before going back to this company
  • Reviewer
    Location
    Carrickfergus
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Having been a customer with bt for several years, I've finally lost all patience with their unreliable broadband and poor customer service. I wouldn't normally be leaving such a poor review but the last straw was when they cut my broadband off a day earlier than agreed, and after trying for over an hour to get the issue sorted with their customer service team I gave up. Throughout my broadband contract I noticed a definite drop in speeds at peak times, to the extent that basic online music and videos would be continuously interrupted despite me subscribing to their fastest, unlimited package. Numerous contacts with their customer service was unable to fix this so i gave up.
    When the time came to renew I was unable to avail of the online offers available so my package would cost nearly twice as much as a new customer. What a way to reward loyalty!
    I will not be returning to bt as a customer in the future and would advise others to stay well clear.

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.