3,590 Customer Reviews over 90 pages
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- Location
- Tunstall
- Reviewing
- BT
- Date
- 2021-08-31
- Comments
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Overall I have been very satisfied with the broadband both it's speed and reliability. But I can't give a rating for the customer service as it is almost non existent. Up to this year I have never had any issue but since June this year after making a complaint BT have given nothing in the way of customer service. They keep using the excuse of the pandemic but that is all it is, an excuse for not keeping in contact with loyal customers. Very poor.
- Location
-
- Location
- TURVEY
- Reviewing
- BT
- Date
- 2018-02-11
- Comments
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BT Infinty is really good - the kit is really well packaged, simple to set up and performance is good and stable.
Fundamentally good product makes up for the wacky world of BT customer service - perseverence is the key - keep going till you find someone sensible to talk to and ignore the muppets (eg the nice man who advised we had a problem with the underground pole). So far all has eventually come good in the end.
- Location
-
- Location
- U.k
- Reviewing
- BT
- Date
- 2018-06-18
- Location
-
- Location
- Uckfield
- Reviewing
- BT
- Date
- 2021-08-26
- Comments
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You have to wait for them one month to come and install but when you are waiting for them they put your appointment 15 days later without telling you, after two month since I ordered I had to order another broadband.worst customer service,
- Location
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- Location
- Uk
- Reviewing
- BT
- Date
- 2018-08-15
- Comments
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It took years for this company to learn the lesson of having UK based call centres. Now it needs to stop spending vast sums on t.v. advertising,computerised answer systems and its preoccupation with the idea that all the customer wants is to watch sport,especially soccer. This company needs to invest in PEOPLE. To improve the dismal customer care they currently provide.I simply want to ring up, talk to a human who can provide the information or help required or connect me with another human who can.Unfortunately that would require an outbreak of common sense and upset the share-holders.The company is ,however, extremely adept when increasing the price of service.This no doubt makes the share-holders happy and profits can be spent on adverts to avoid over-taxation.There must be better out there...
- Location
-
- Location
- UK
- Reviewing
- BT
- Date
- 2018-06-23
- Comments
-
DISGUSTING organisation. DO NOT use at any cost. Their charges for customers out of contract should be criminal and their customer care team repeatedly break promises. AVOID.
- Location
-
- Location
- Uk
- Reviewing
- BT
- Date
- 2016-05-13
- Comments
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Really poor . 2 months on and hours on the phone, still haven't completely got what I ordered.
Appalling customer service.
Kind of feel everyone is paid to lie and not do what they say they will.
We will certainly be changing provider.,
- Location
-
- Location
- UK
- Reviewing
- BT
- Date
- 2023-01-07
- Comments
-
Terrible customer service. 'Cooling off' period doesn't really exist. Stay well away.
- Location
-
- Location
- UK
- Reviewing
- BT
- Date
- 2023-06-01
- Comments
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BT have decided to put us in a contract that we have no idea about due to us not recieving an email from them, when all we did was request a change of address.
They say that the 14 days to cancel is a good idea, however they do not contact you or request a reply to confirm willingness to continue with the contract.
I am unable to state how unhappy I am with this service and I still cannot do a thing about it as they do not require a signature or acknowledgement of the contract to continue the service.
We are now stuck in a contract with a cancellation fee of around £400, and have not been provided the correct usage we are paying for, for over 5 months.
When attempting to find another provider with better prices and cancel BT as a provider, we did not recieve the best customer service, or a any way to help us throughout this financally trying time.
100% would not recommended BT.
- Location
-
- Location
- UK
- Reviewing
- BT
- Date
- 2018-08-07
- Comments
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Continuous problems with BT including overcharging, deal issues, terrible customer service, etc.
Just been cut off after waiting on another complaints call for 30 mins before anybody picked up.
AVOID BT or risk spending 10+ hours per year on the phone to them.
- Location
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- Location
- UK
- Reviewing
- BT
- Date
- 2017-06-23
- Comments
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I would give BT 0 stars if possible. They have quite possibly the worst customer service team possible. After refusing to cancel my account they still continued to charge me up to 15 pounds per month for an account I did not want. I am unsure of this is borderline theft however I am appalled at the provided services: an email I cannot access, overly excessive monthly charges for a limited email account, no accessible customer services team able to cancel a simple email account.
DO NOT SIGN UP
- Location
-
- Location
- UK
- Reviewing
- BT
- Date
- 2018-01-07
- Comments
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Worst customer service I have ever experienced. The operators never do as they promise.
I had to cancel twice and even then they got the date wrong.
I was billed incorrectly and promised a refund (even have the email proving it) but instead was billed again and told it was to late to stop that payment.
Cannot put into this short review just how useless this company has been.
- Location
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- Location
- UK
- Reviewing
- BT
- Date
- 2021-11-04
- Comments
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The absolute worst. Broadband installation is 38 days overdue after a 3 week delay between account setup and the installation. The only time I get updates is when I call, and some unfortunate (very kind) customer service person has explains that they plan to do it in the next week. They never do. Recommend just about anyone else. Truly awful experience, making working from home and moving house an absolute nightmare.
- Location
-
- Location
- UK
- Reviewing
- BT
- Date
- 2016-02-04
- Comments
-
NOTE: This review has been given one star only because no stars is not an option.
A series of problems since November 2015 relating to the date on which I pay my direct debit. These culminated in BT's complete failure to take ANY payment in January, 2016. The company sent me an email just after Christmas telling me they were going to put up my direct debit payment. They didn’t taken any payment in January so I was surprised to get another email telling me my new direct debit would be for less. The logic of this must be that if we don’t pay, BT won’t charge us.
I have spent what seems like half of my life trying, and failing, to resolve this matter by phone, email and online chat (BT's "preferred" option). Staff, both in the UK and in India, are rude, aggressive and not above lying if they think it necessary. There is no concept of customer service, and the technical aspects of BT's provision leave much to be desired: my broadband speed is well below the minimum advertised speed. As soon as my contract ends I will be ending my 32 year association with BT. The company must be doing extremely well if it can afford to alienate its long-standing customers. AVOID at all costs.
- Location
-
- Location
- Uk
- Reviewing
- BT
- Date
- 2016-01-08
- Comments
-
AVOID AVOID. Horrible company. They put you through to south east asia . Highly Incompetent . They charge you for service you dont use.
- Location
-
- Location
- UK
- Reviewing
- BT
- Date
- 2020-06-26
- Comments
-
Stay away!
Horrible experience with BT you get missinformed from day one and then they change your contract and ask you to pay more without telling you.
Also they refuse to let you open a complaint and most of the people you speak to over the phone are racist and rude!
- Location
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- Location
- UK
- Reviewing
- BT
- Date
- 2017-05-22
- Comments
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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.
- Location
-
- Location
- Uk
- Reviewing
- BT
- Date
- 2023-09-29
- Comments
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WARNING please please do not go with EE ,BT INTERNET, absolutely terrible. The amount of stress and headache I've had is really not worth the depression.
- Location
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- Location
- UK
- Reviewing
- BT
- Date
- 2022-11-07
- Comments
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Poor. Customer service is dreadful, connection doesnt work in the rain. They say its your fault when its their own, they say youve told them the problem is fixed when it isnt, and you havent. Can only get through by holding for over an hour. Joke of a company, same as EE so avoid both at all costs, had problems with mobile also but thats another story. Havent found one i can recommend yet though.
- Location
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- Location
- uk
- Reviewing
- BT
- Date
- 2018-06-16
- Comments
-
THIEVES
BT have been overcharging my granddad who has dementia and knows no better for a substandard copper broadband package. He's been getting charged over 100 pound a month for a package you can pick up for under 40 pound from themselves. Safe to say I have cancelled it and will never use BT as long as I live.
- Location
-
- Location
- UK
- Reviewing
- BT
- Date
- 2018-06-30
- Comments
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Absolute rubbish. Paying £57 a month and my internet doesn't even work. Used my 4G than ever since getting this pathetic internet, constantly going on and off, refreshing it self every 5 minutes and it's suppose to be the fastest and best internet? What ever. Sick of paying extra on my phone bill because the internet doesn't work for most of the time.
- Location
-
- Location
- uk
- Reviewing
- BT
- Date
- 2018-02-19
- Comments
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Can not wait until contract is over. always losing connection, its the worst internet we have ever had. the router is rubbish.
- Location
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- Location
- Uk
- Reviewing
- BT
- Date
- 2015-05-21
- Comments
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Gave my 30 days notice to cancel BT sports, they cut the service the next day owing me 29 days service, which I had paid for, spoke to a guy who told me he was re- instating the 29 days, sounds great, but he did not tell me he was setting up a new account with all the activation costs involved and would credit my account with some compensation, no money appeared, surprise surprise, glad I had cancelled my DD, they tried to take an activation fee and subscription for £43...they owed me 29 days service that had already been paid for .... Disgraceful, I will stick with sky sports from now
on.....do not bother with BT...
- Location
-
- Location
- Uk
- Reviewing
- BT
- Date
- 2018-10-18
- Comments
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Ridiculous customer service, any given time of the day, any given time of the year. Their broadband diconnects pretty much regularly without any mistakes from our side and when a customer service representative is being asked about any failures they ask “how are we to know what’s going on?”
Their internet is good enough, speed and reach wise but it’s just not worth it. For all the hassle you get more hassle. Main issue is the customer service. Clearly a company that’s only looking to make a quick pound.
- Location
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- Location
- UK
- Reviewing
- BT
- Date
- 2023-12-28
- Comments
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For dubious reasons our housing developer told us we had to use BT for our internet for the first year in our new build despite our apprehension - and what a year.
It took weeks just to get the internet running as set-up had been done wrong 3 times, resulting in multiple trips from “engineers”. Even when we recently managed to change to Plusnet (who offer way better internet speeds for much less money and both use OpenReach) our internet wouldn’t work because BT messed up giving the correct serial numbers to OpenReach. More completely avoidable idiocy.
The customer service as every other review states is worse than abysmal. When I called to confirm I was changing supplier one lady just sighed and hung up on me I guess because she couldn’t be bothered.
The next lady then denied all knowledge of Plusnet informing them of the switch so they had full intent to keep charging us. It took a very long time to get it cancelled on that phonecall then they sent me a bill for over twice my monthly payments. When I contested this they told me it was a mistake and I would be refunded.
It looks now like that was a total lie to make me go away as you have to pay the bill regardless so you don’t harm your credit score. Trying to contest this again has been totally futile, the money is just gone.
I’ve heard from multiple sources they will just pretend not to have received your router when you finish with their services just to try and charge you more so KEEP YOUR RECEIPT.
I would recommend switching to literally any other company today.
- Location
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- Location
- UK
- Reviewing
- BT
- Date
- 2024-01-25
- Comments
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No wifi all day and set for none tomorrow either, not ideal when you rely on it to work from home. This has happened on multiple occasions too.
- Location
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- Location
- Uk
- Reviewing
- BT
- Date
- 2017-09-05
- Comments
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I really pleased with bt there so helpful friendly and polite. Ive had so many issues with sky and i can honestly say i dont regret switching. Bt helped me so much with my small problem and helping me choose pakages
- Location
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- Location
- UK
- Reviewing
- BT
- Date
- 2018-08-23
- Comments
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May I never go back to BT ever!
I am asking for one simple change to take place and it has resulted in a ful 1-2 month saga with so much emotional hassle!
The broadband and reliability as a standard are great. The customer service is not.
I do not and may not ever return back to BT. I am a long time serving customer who has now lost so much money in bills loopholes and bad customer service. I do not and will not ever from now on recommend ever trying their service. No matter how much incentive they will give in Amazon discounts. I am too disgusted by their treatment of one simple request.
- Location
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- Location
- UK
- Reviewing
- BT
- Date
- 2015-11-16
- Comments
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I'm a new customer to BT having suffered low speeds and endless drop outs with Sky for a year. I wouldn't have believed it but BT's speed is worse and their customer service is shocking. I've been trying to resolve an issue with my logon for 11 days but despite saying they will respond within 24 hours I have not received a response. I've tried to live chat with them but the slow broadband speed is hampering those attempts. The only good thing I can say is that my broadband doesn't drop out as much as it did with Sky.
- Location
-
- 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
- UK
- Reviewing
- BT
- Date
- 2020-08-18
- Location
-
- Location
- Uk
- Reviewing
- BT
- Date
- 2017-12-06
- Comments
-
Rubbish company, alot of hidden charges and when you asked them about all the charges and fees they will deny it and refused to give your money back. Dont trust this conpany! 00000000 star! Wont recommend it at all!
- Location
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- Location
- uk gloucester
- Reviewing
- BT
- Date
- 2018-01-23
- Comments
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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
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- Location
- UK kent
- Reviewing
- BT
- Date
- 2014-11-13
- Comments
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My experience over a number of years has been in short a very very very bad one with BT. Lies, poor service and that's putting it nicely, slow speeds, faults that take months to fix while being fed lie after lie by people who are not qualified to be in a position to provide tech advice or support. BT senior management are a joke and in my opinion a waste of our money. This isn't a problem that affects few it is massive and has been going on for years. BT don't bother with them they are your worst nightmare, don't lets get going on BT India support, why not just take my money BT and kick me in the balls cos that's what your doing to 10000s.
- Location
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- Location
- Uk London
- Reviewing
- BT
- Date
- 2014-02-13
- Comments
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I renewed contract with bt and as the old router was providing never-ending disconnection problem, they sent a new router but the new router was even worse than the old one that the Internet gets disconnected every five secs. I called bt and the tech guys have been doing never ending testing but would never call me back. I had to call back every single time, they promised to call back for four times but never happened. After never ending arguing with hopeless customer option team as well as tech guys for entire three days, I ended up going barking mad at them, and they finally proposed to send a new router. They are just absolutely irresponsible, useless and hopeless in helping or sorting problems out!!!!!!!!! Just can't wait till the contract ends. And no wonder why people complain so much about bt.
- Location
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- Location
- UK Swindon
- Reviewing
- BT
- Date
- 2018-11-17
- Comments
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I have been a bt customer for 3 years, my contract is for 42mb/sec I get about 4mb/sec tops! @£29pcm if your a day late in paying which happens to me a lot as I'm on benifets you get disconnected which includes a charge of £12.99! 5his months bill was £41.98, I spoke 5o a lovely woman in India who was quite helpfull but not overly so. BT is a terrible broadband provider when it comes to the money grabing scheme, as for the actual broadband its slow at best depending on the server your connected to, for example if your watching the YouTube it's slow to the point that 6our video will start and stick to a very low quality like 480p until you manually up it to 1080p, general Internet page searching is not fast like pre 1mb speeds however if connecting to a Microsoft server for xbox I get a good deal 40 odd mb/sec which is great. You can have all this for a mer 29 quid per month. I will not be updating my contract this time and can not recommend at all.
- Location
-
- Location
- Ulverston
- Reviewing
- BT
- Date
- 2015-04-02
- Comments
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Do not go with BT. Very expensive and appalling customer service and repair engineers do not turn up to fix problems even given the 5 hour long appointment wind (this has happened twice) without even an excuse or apology.
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2018-08-11
- Comments
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The most appalling customer service I have ever received. Few months ago I received an email offering me 2gb extra on my sim at no extra cost ,oif I sign up for 18 months contract. My mistake, I fell into this trap and signed up to this deal. I received an email from BT explaining that you will now receive extra 2GB but my bill would increase by £10 more. I spoke to several customer service people and complaint was open long time ago with no resolution. Early last month one of their agents advised me that I have two separate accounts with Bt one for mobile and one for land line and broadband if I merge these accounts my mobile data allowance will double up from 8 to 16 GB at no extra cost and he will also resolve billing issue for me. Again my mistake it’s been weeks neither my data has doubled up nor my billing has been resolved. My complaint was escalated to level 2 and I was told that they will sort it within 5 days. Yesterday on completion of 5 day deadline I spoke with BT and I have now been told that department is very busy and they don’t know how long this will take to settle. Furthermore since merging two accounts extra services which are offered by the BT eg parental control, web protection have been locked and I am unable to make any changes to their settings. I have reported this issue to broadband tech support team separately on multiple occasions but in spite of their promises no one has been able to resolve this issue either. It appears that departments are not talking to each other and they have a field team responsible to sort out some of the issues but other departments have no phone access to field team. I feel so frustrated and angry with such poor customer experience and don’t know where to go next. All customer service advisors speak in a very polite manner and apologise for the inconvenience multiple times but no actions are taken to resolve the complaint. No one is willing to take ownership and every time you ring your call ends up in a different office and every time I have to start telling them my issue from start. It is so depressing.
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2014-08-29
- Comments
-
The most appalling service i have ever experienced from any company. they should be made to pay back money which they rob from there customers.
i have had unusable BB and barely usable phone line on and for for 8 months. 20 or more calls to customer service and no further forward than day 1. they are criminals. will cancel as soon as contract ends and never ever use them again. DO NOT USE BT AT ANY COST
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2015-03-16
- Comments
-
Just moved from BT to Sky .. as my broadband kept dropping every couple of minutes had reported this issue many times but never got it sorted plus i got the same deal with Sky for half the price .. Been with BT many years so much for loyalty.
- 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.