3,590 Customer Reviews over 90 pages
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- Location
- London
- Reviewing
- BT
- Date
- 2016-10-26
- Comments
-
Sat -Broadband died; eventually found support number; network problem diagnosed by support team and engineer scheduled 08-13h on Monday.
Mon - Took morning off work, no engineer, no call. Phoned support, cut off twice and no call back. Phoned again and had deep apologies and engineer was rescheduled for Wed 08-13h.
Wed - Took another morning off work and no engineer arrival and no call to apologize.
Thurs (tomorrow) - switch to SKY!
- Location
-
- Location
- Derby
- Reviewing
- BT
- Date
- 2015-12-19
- Comments
-
I have changed provider from Virgin to BT. Want to go back to Virgin because phone does not receive incoming calls even after 19 days. BT want to charge me £283 for changing back. Had 2 appointments for an engineer to come out and repair, Neither time did anyone come. Customer care outsourced to India. The people are very hard to understand, and do not resolve the problem. Absolutely totally frustrated. I have never known of such poor service before. I wish I had not changed provider to BT.
- Location
-
- Location
- sussex
- Reviewing
- BT
- Date
- 2022-05-28
- Comments
-
went out of contract with bt and bill crept to £67.00 for broadband and bt sport which is charged in advance i paid this but then phoned for a cheaper deal on new contract for the next month bill they assured me bt sport would stay connected till end of term i paid for and then the next day i was cut off so misled and misold as a customer of some years i was disgusted i phoned and was told i would get a refund for lost services i had paid for in advance not good enough am cancelling new contract within first 14 days and wont be back beware i needed a cheaper deal so was to cancel bt sport at end of the month but they lied all recorded beware if your an old customer it will not benefit you not acceptable
- Location
-
- Location
- highlands, scotland
- Reviewing
- BT
- Date
- 2016-06-29
- Comments
-
If you want to have the worst experience possible then you have come to the right place.
BT are horrendous for customer service, they don't care about the customer alls they want is your money, whether or not they are providing the service that you are both in contract for.
I had nothing but problems for the month and a half that I was with them.
Even when I cancelled they tried to bill me £500+ for cancelling as they said I was breaching the contract by terminating early. Even after I quoted their terms and conditions to them (and emailed the advisor the terms and conditions and the link to their website) they still tried to charge me.
They don't have a clue what they are doing and don't care about the customer.
Worst company ever... Sky all the way
- Location
-
- Location
- Thurso
- Reviewing
- BT
- Date
- 2016-05-28
- Comments
-
BT is terrible. Their customer service is appalling and none of them know what they really talking about. So far I have spoken to bt pretty much every day for the past two weeks and been given 4-5 different excuses as to why my account isn't active. The latest one was because they have cancelled my order due to difficulties???? I am still waiting for a callback from them from a week ago from their complaints department... surprise surprise. Absolutely shocking company! How they have business I don't know???
- Location
-
- Location
- Belfast
- Reviewing
- BT
- Date
- 2015-08-02
- Comments
-
The Wifi is very slow and the connection is shocking!
Even if a sit right beside the HUB i can get a 3 Bar if i am lucky. Tried to get some answers but the Customer Support were no help and don't even know what they are on about! I would Avoid it and Use Virgin or Sky, its worth the extra Money! Switching at the end of my contract.
- Location
-
- Location
- Scarborough
- Reviewing
- BT
- Date
- 2023-08-10
- Comments
-
Consistently terrible, second time using BT broadband, and for the price, the connection is shocking. Wishing it wouldn't exist tbh so it would stop luring customers into thinking it's good and wasting money.
- Location
-
- Location
- Aberdeen
- Reviewing
- BT
- Date
- 2016-11-06
- Comments
-
New HH6 delivered before activation,turned it on the day of activation connected straight away.Full 52MB speeds right from the off.No problems at all it just works.
- 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
- Leeds
- Reviewing
- BT
- Date
- 2016-01-06
- Comments
-
Spent over 30 hours on the phone, BT took four months to turn on broadband and decided to turn sport on and off as they pleased despite me paying for it. During my 12 month contract they decided to 'auto-recontract' me for a further twelve months from when they finally got broadband working - this is a bullying tactic by BT and I did not agree to extend my contract. I've just come to the end of a three month debacle (phone, email, all sorts of charges being added on) to finally get rid of BT. Stay away not worth the hassle at all!
- Location
-
- Location
- Rhondda Cynon Taff
- Reviewing
- BT
- Date
- 2017-06-23
- Comments
-
I have had 3 engineers to look at my broadband. The first one said that rats have chewed the cables in the exchange and to fix the problem the road would have to be dug up. BT don't want to know, and their telephone operators are the most ignorant I have ever dealt with. Appalling customer service.
- Location
-
- Location
- Scotland
- Reviewing
- BT
- Date
- 2024-01-11
- Comments
-
Even Escalation to Exec level complaints team was a waste of time and after they initially agreed that 6 months of unreliable service was unacceptable and needed to build a case to take it to Director level at Openreach to resolve they then called and out of the blue are now claiming that 5 drops in connection per day for a minimum of 10 minutes at a time is now their ‘acceptable standard‘ so like it or lump it there’s nothing more they can do which has overnight went from really helpful and agreeing with my complaint to couldn’t give a monkey’s and take it to the Ombudsman if you want (which we have no alternative but to do given that as BT are the only provider who can offer any speeds over 3mb at our address and they all have to use BT networks anyway)…..shocking and a complete U turn on their initial attitude. Suspect they are refusing to repair old network (despite still charging customers for unreliable service) as focus is on meeting targets for new super fast network with future overhead cables to everyone’s property)
Hopefully now BT has been taken over by EE they will get rid of their couldn’t care less attitude and bring standards up but don’t hold your breath as BT staff attitude is probably now ingrained with ‘do as little as humanly possible’ and will be difficult to change.
The fact that BT don’t even comment on reviewers nightmares speaks volumes about their couldn’t care less attitude.
- Location
-
- Location
- Reviewing
- BT
- Date
- 2016-08-10
- Comments
-
Used to have speed of 1.4 mb year ago. Now lucky to get 0.7. Often 0.5 or below. Over a year and no sign of BT resolving speed or upgrading to fibre. will have pay out for satalite
- Location
-
- Location
- worksop
- Reviewing
- BT
- Date
- 2016-04-29
- Comments
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where do I begin.....just dont use them, I went online ordered infinity2, they gave me date for two weeks and.... well nothing happened so I called back in.
on hold for 10 mins as is the norm and a bloke answered, kept me on hold for 10 mins to speak to someone who may help me but put me through to another department without saying anything, guess what another 10 mins on hold then a very unhelpful lady from India said the reason I had not got the broadband was the order I put in hadn't gone through and that it was my fault , so I queried why I had been given a date and why someone had called me to check the line number was correct to which she said I have cancelled your order and you will have to go back on again and carry out another order..... so I replied you have been most unhelpful, thank you very much for cancelling the order you have saved me some time goodbye.
- Location
-
- Location
- Stanton St Quintin
- Reviewing
- BT
- Date
- 2018-02-04
- Comments
-
Being able to see a Superfast Broadband green box from my window, yet only being able to receive 0.3Mb/sec is hugely frustrating. Our BT Broadband service is intermittent at best, dropping out at least 20-30 times each day! We have complained to BT so many times, several OpenReach and contractors have visited, assessed and concluded there is a fault between us and the exchange 4 miles away but in their opinion it'll never get addressed as the main road to Malmesbury from M4/J17 will require major disruption to repair/replace the damaged areas - which apparently there are lots of!
- Location
-
- Location
- Reviewing
- BT
- Date
- 2017-12-28
- Comments
-
Called BT to enquire about installing broadband in our new build house, was pleasantly surprised at how helpful and knowledgable the 2 people I spoke to were, very polite and resolved my questions, couldn’t fault the customer service we received.
- Location
-
- Location
- Bradford
- Reviewing
- BT
- Date
- 2015-08-20
- Location
-
- Location
- Newcastle upon tyne
- Reviewing
- BT
- Date
- 2017-05-27
- Comments
-
Previously with talk talk, after having my bank details leaked by them and the shocking customer service I decided to switch to bt fibre.
Called up and ordered, they cancelled my contract with talktalk on my behalf and even paid off the rest of my contract. Engineer visit took almost 2 weeks to come out but apparently I lived in a high workload area which is fair enough.
The speeds I get are brilliant, I get 71mbs with a cable and right now I'm sitting in the garden (3 rooms away) and getting 51mbs wireless speed.
I did have an issue with my phone line and when I called up, they found the issue straight away after a couple tests and sent an engineer to fix it.
I couldn't recommend BT highly enough!
They've been great
- Location
-
- Location
- norfolk
- Reviewing
- BT
- Date
- 2009-10-14
- Comments
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BT seem to consider themselves as gods. and we are the lowly mushrooms that are kept in the dark and fed..... well you know. when someone knows more than the people in the Indian call centers it causes them problems. but nothing ever gets done. an engineer may call round but all he will do is tell you the same info as your router. it is a wonder how they can justify the extra costs of their product. i think a more reliable service could be gained with a telegraph machine opperated by monkeys
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2016-12-09
- Comments
-
So glad we're at the end of our 12 month contract. Been on BT infinity and it's the worst connection I've ever expierenced. It constantly drops and a lot of the time barely gets broadband speeds. Customer service will have you jumping through hoops for god knows how long, I really didn't have time to sit around for hours on the phone trying to get it sorted. I waited out the 12 months and now I'm moving everything away from BT.
- Location
-
- Location
- S norfolk
- Reviewing
- BT
- Date
- 2022-12-14
- Location
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- Location
- Plymouth
- Reviewing
- BT
- Date
- 2015-11-29
- Comments
-
Stay away - unbelievably bad! We have been stuck with poor service / reception for nearly twelve months. The router cuts out multiple times a day so all connection is lost. This even applies at night when you might expect the service to be good. Numerous calls to helpline in India did nothing to help. Engineer could not improve performance. So fed up with the poor service we tried to opt out with just a month on the contract to go - but £98.90 cancelation fee to do this. You can't even just pay the last month whilst using another provider - they will still charge the cancelation fee. Avoid BT - you will regret it for the length of your contract.
- Location
-
- Location
- Reviewing
- BT
- Date
- 2018-12-03
- Comments
-
Following resetting of an e-mail password by an Indian call centre techie my e-mail stopped working. A quick call to 150 got me to Ireland where I was fed a line of utter BS yet promised a call back by an expert at a set time.
The duly appointed time came and went and was exceeded by two hours when a call mysteriously came through on my mobile - which I wasn't expecting. Unfortunately the call rang out. Ringing 150 again I was told that there was nothing that could be done, India would ring me again when they were able, they could not define a fixed time. Realising I was beaten, I hung up, did a quick internet search to find out how to complain.
Yet another phone number and another wait for 15 mins for it to be answered by an abrasive woman from the "Billing" team who couldn't help me and was totally disinterested. When I asked why a member of Billing was answering a complaint call I was told we ALL answer complaints. It's nice to know that your complaint call is not going to a dedicated team but just some disinterested staff member who couldn't give a toss quite safely with no redress. I was told that things were the way they were and I would have to wait. The reason I was contacted by my associated mobile was because there was a fault with my landline - curious that - as I was talking to the hapless BT Billing bint by..... the supposedly faulty landline!!!!!!!
Well, I am still waiting but I haven't been idle. After 20 years of being a loyal BT customer and after three abortive, painful and stilted calls with Indian customer service within that time period, I have finally had enough. I will be swapping to Plus Net who curiously enough despite their BT links offer a 30% cheaper equivalent package with call and tech support centres in .... Sheffield and Leeds and with an award winning customer service group to boot..
My opinion of BT is that it doesn't matter how long you have been with them, customer loyalty counts for nothing, they just don't give a ****... and are an unmitigated, 24 karat shower of utter ordure and that is being polite.
My advice, is to other disaffected customers is to vote with your feet and secure a better service at a more competitive price. - just like me.
- Location
-
- Location
- Chelmsford
- Reviewing
- BT
- Date
- 2016-12-11
- Comments
-
The worst broadband I have ever had. Go with fuel, plusnet, any of the others...half the price and the performance is far superior!
- Location
-
- Location
- St Clears
- Reviewing
- BT
- Date
- 2020-07-24
- Comments
-
Un reliable broadband service which can only be guaranteed if you pay the extra cost of having a 4g router as a back up when the broadband fails. Usually 3 or 4 calls to 151 to get an engineer to your home who leaves saying there is no fault at the premises and has to investigate at exchange. Not happy with a service that costs a considerable amount more than competitors. I thought by using BT I would get a premium service as they owned the copper and fibre cabling as well as local exchange premises and hardware. Not recommended by me, as an experienced BT customer.
- Location
-
- Location
- Lincs
- Reviewing
- BT
- Date
- 2015-01-14
- Comments
-
Predictably Appalling, useless Help Centre. Multinational monopolist so why would they care. Run by brainless morons with Degrees but no idea how to run a business involving real people. You can't possibly expect anything else from a company that only cares about money and their share price!? (No doubt they'll pay some overpriced idiot PR firm to make them seem more 'human' soon!!?)
Relentless password resets, shocking Indian Call Centre. MOSTLY LOUSY AFTER SALES SERVICE
(I wonder if there any human beings left in the world running Global companies?)
- Location
-
- Location
- Stroud
- Reviewing
- BT
- Date
- 2016-12-14
- Comments
-
I was thinking of switching from BT, but only on cost grounds as I have only ever had good reliable service with a very helpful customer service backup. The speed here (rural, no fibre) varies from 5mbs to 8mbs, which is adequate for most things like viewing movies etc. Having seen some of the reviews here, I must be connected to a different BT!
The Post Office was my chosen replacement provider but they appear to be even worst, so I'm going to stick with the devil I know.
- Location
-
- Location
- Birmingham
- Reviewing
- BT
- Date
- 2016-11-01
- Comments
-
Money grabbing is all they are good for. Poor speed, connection always disconnecting and tv programs buffer due to premium programs coming through the internet at poor speeds. To top it off when my contract finished and told them I was going to virgin they charged a fee of £31 to disconnect my broadband. Avoid at all costs. Even the money they give out for joining doesn't turn up.
- Location
-
- Location
- Lichfield
- Reviewing
- BT
- Date
- 2018-08-29
- Comments
-
Terrible, the so called 'off shore' Team should be abandoned and technical support brought back to this Country, they are blatant liars and completely incompetent, say they will call back and never do, falsify their tickets with lies, disgusting.
- Location
-
- Location
- SHERBORNE
- Reviewing
- BT
- Date
- 2016-04-01
- Location
-
- Location
- Luddendenfoot
- Reviewing
- BT
- Date
- 2009-07-30
- Comments
-
Problems with BTMAIL requiring I reset my router (2-3 times a month). Best speed ever 2.8m & worst 1m.
- Location
-
- Location
- Lichfield
- Reviewing
- BT
- Date
- 2018-08-10
- Comments
-
Poor all round service, BT need to get rid of the off shore Indian contingent they are at best incompetent. Also beware of which support number you use to call them they have the cheek to actually charge you for them to rectify their issues. Also the Broadband speed is poor most of the time however the service remains reliable. I dread having to call their support service which is simply awry, disorganised and quite simply rubbish.
- Location
-
- Location
- Lincolnshire
- Reviewing
- BT
- Date
- 2019-06-23
- Comments
-
Appalling Customer Service; 'take the money and run attitude'.
Poor email host with no support whatever. SHOCKINGLY SLOW SPEED.
Terrible Overseas polite but brainless helpdesk IF you can even contact BT!
Everything that is wrong with Globalisation but with nice shiny 'we are family, love puppies and care about YOU' Advertising campaigns to keep sucking us in!
- Location
-
- Location
- South Derbyshire
- Reviewing
- BT
- Date
- 2018-05-01
- Comments
-
Set up a house move well in advance
It failed and 5 days later and many many calls and promises that my service and connection will be live soon
Still nothing
Every day I am phoning and promises made again
But nothing again!!!!
I phone again (now 5 days after failed connection) to be promised a case manager to get my connection planned and told me a set up call planned later today
And failed no call
Today told oh sorry it’s been moved as call 72 hours away
- Location
-
- Location
- Rotherham
- Reviewing
- BT
- Date
- 2018-01-18
- Comments
-
What can I say and where do I start . I went with BT June 2016 I was an ongoing With Cancer Treatments, I had to have a large section off 1 side off my Face Removed . So there would be numerous Maxifacial Plastic and Optimology work to be carried out . Unfortunately I am Lao a Transplant patient. During the numerous ops Mum and Dad botched died in October 2017 with cancer within 8 days off each other . I was backwards and forwards also to the Hospital. Finances spiralled out off control . I phoned BT in January to pay £207.00 they said they had Terminated the Contract. I now owed £429.00 but no Service or House Phone . There attitude was appalling . But there was nothing they could do . I do not claim Any Benefits or get Financial Help . The Hospital say I am Vulnerable living on my own . The Jury is out . I rest my case . P.S I have had massive Support from my Bank and Credit Card Companies . Who Recognise Cancer . I Really don’t know what to Say . More than happy to send BT Facial Proof if anybody had the Stomach or Guts to see what is a Terrible Plauge on Society. Regards Steve N .
- Location
-
- Location
- suffolk
- Reviewing
- BT
- Date
- 2015-02-16
- Comments
-
will never use bt again. signed up for bt infinity a few years ago via fibre optic and all was well, then soon after the 2 year contract ran out the broad band speed got slower and slower made numerous calls to the technical department and both I and they had problems understanding each other due to the language difficulties they always carry out the same tests that take 10 to 15 minutes a time and always say that their systems show that we are getting 70mb down load speed, try to explain to them that we are often getting less than 1mb and they just put up defensive walls and refuse to listen they also seemed surprised that i refused to go out and but a lead to connect my computor to the hub so that they could test this, tried to explain that it was their hub and i wanted an engineer to come out and test it and they refused. spoke with one young lady who to be fair was very helpful and she got us to press the reset button on the rear of the hub that sorted the problem in the short term but we are having to press the reset button 2 or 3 times a day to get a decent down load speed. finally to day asked to speak with customer services uk to speak about cancelling my contract with them as they seemed incapable of resolving the problem and the young lad agreed that it sounded like and old hub that wasn't up to the job and that i needed an upgrade and then wanted to charge me for a replacement hub tried to explain that i pay them for a service which they are not providing and that the hub is theirs and not mine and that maybe they would like to replace the hub as part of the service that i pay for and he said that he would speak with his manager and call me back, i have heard nothing from them since and so have spent the rest of the afternoon speaking to other suppliers and will dropping bt as soon a possible
- Location
-
- Location
- liskeard
- Reviewing
- BT
- Date
- 2016-11-30
- Comments
-
The worst customer experience ever!! Been with sky for 12yrs but they can not supply fiver broadband in our area. Order fibre on the 9/11/16 to be installed in the 23/11/16, had a call on the 11th no engineer available was then moved to the 01/12/16 had a call on the 14th no engineer available was moved to 02/12/16, received a call 29th guess what yes no engineer available so we are now looking at the 5th December. Call many time to complain but never any manage available..if only another provide was in my area.
AS A NEW BT CUSTOMER I WILL BE LOOKING FORWARD TO MOVING AWAY ASAP..
STAY WALL CLEAR!!
- Location
-
- Location
- Chislehurst
- Reviewing
- BT
- Date
- 2015-06-08
- Comments
-
Bill a day late=pestering calls through the night. Broadband speed not as it should be. Drops out often. Complaints with BT only compensated if you stay with them, if not nothing. Staff in general unhelpful and sometimes rude to the paying customer. Hard to understand the Indian accents, avoid this company if you like quality
- Location
-
- Location
- bromsgrove
- Reviewing
- BT
- Date
- 2009-11-17
- Comments
-
they switch me to a lower speed . some indian from BT said he was doing us a special deal. weve been ripped off and get through to put it right!!
- Location
-
- Location
- Windermere
- Reviewing
- BT
- Date
- 2024-03-09
- 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.