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

Based on 1355 customer ratings since 2023-04-13 (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.

3,585 Customer Reviews over 90 pages

  • Reviewer
    Location
    United Kingdom
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Constantly being harrassed by a 3rd debt recovery company employed by BT after satisfying the first 2 companies that the disputed debt is not valid, basically I cancelled via telephone last November and was billed for several months after. Written two letters directly to BT. No response.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am trying to watch the FA cup reply Manchester United V Cambridge online, which would have been the pinnacle of my day and would have been a source of entertainment. But to my disappointment and annoyance the website remains half an hour after trying to login, at the login page. I had to receive the score through my friend, who is also irritated, frustrated and pissed off. I think it would be fair of you for the loss of my time and causing me emotion distress, to recover the costs of my displeasure with a Ferrari, preferable a red one. I hope you will sort this out and have back-up measures in places, to avoid this recondite in the future and a Ferrari would not have been given to me. Yours Faithfully, angry, deprived football fan.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Much like the many reviews on here - Abysmal service.

    The broadband has stopped working at my house. I've spoken to BT 12 times in the last week and they still haven't been able to resolve my issue.

    Been told the Hub is broke and I should buy a new one. (Their words! they wouldn't send me a new one due to contract issues even though been a customer for over 10 years). The new one I bought didn't work. Rung them again. Was told it has nothing to do with the hub and it's an issue in the household. Will send an engineer on Tuesday. I booked a day off work. The next day I was told it was not internal but an external issue. They sent the engineer and Proclaimed it was fixed. It clearly wasn't. Rang again. On hold for 45 minutes. Cut off. Rang again. Was promised a call back. No call back. Rang again. They told me it should be working. No. Rang again. Cut off. Rang again. Told me it was an internal issue! Said they couldn't send an engineer out til next week.......I give up.

    Would be quicker to train as an engineer and fix it myself.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    BT
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Absolutely rubbish service for their customers.I got 2 phone lines for my business which we transferred from other companies and after everything BT said less then £30 per month but started sending us over £100 per month and they can't change it coz they trapped us in a contract.Never ever again in life.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The response from BT is good, but you are talking to somebody in India, although they are always polite and helpful, it is sometimes hard to understand them, I was told I could achieve up to 5megs if I went with BT, for months I never got more than 485 kbps downloading, I tried every way to try and improve the speed myself, but to no avail, I bought and fitted an Iplate, but got no improvement, I have spent endless phone calls to the BT help desk, they have eventually got my speed up to just over 2 megs downloading and around 450 kbps uploading,
  • Reviewer
    Location
    United Kingdom
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bt is slow expensive not reliable dont get it you will be ripped of I had to pay 365.59p for cancellation fee f that I normally pay about £45.00-£60.00
  • Reviewer
    Location
    Upminster
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I never review companies but have made an exception for BT after a 5 week long battle and 36 phonecards I manged to achieve an Internet connection for 10 days before they tried to charge me £118 for my trouble!! I attempted to leave them and was told I would have to pay £200!!! Then they disconnected me for refusing to pay a bill so high for 10 days service. I rang and argued it and had an extension agreed to April to allow time to contest such a high bill. Just come home and found out they have disconnected me again. They refuse to put you through to a manager. They've promise to escalate my case to a special team then I end up back in the loop of customer services who have no authority to help!!!! Never had such terrible service. AVOID AT ALL COSTS!!! I've taken to the time to review so no other poor person has to suffer such an inadequate rubbish service!!!!!
  • Reviewer
    Location
    Upminster
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Can't believe the difference, suffered BT broadband for about 10 years, now have basic sky, everything work as it should
  • Reviewer
    Location
    Uttoxeter
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I put one star because I couldn't choose none. Absolute rubbish. Don't do what they say, don't deliver. In a new build, still no land line since September (5 months now) and no Internet since December (2 months) and we are still paying... A few engineers came to fix the broadband and connected us to the network of our neighbours to finally remove the connection as not set-up correctly. Still awaiting for some update, they cannot be bothered to tell us what is going on. Simply the worst customer service I have ever seen. I couldn't care less that they understand how frustrated it may be to spend hours on the phone to simply get an update. Stay away!!!!!!
  • Reviewer
    Location
    UXBRIDGE
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    very bad at everything, never tell you the truth. nobody helps with your problem. THEY ALWAYS OVER CHARE, SO IF YOU CHECK YOUR BILL THEY WILL KEEP ON OVER CHARGING. WE WILL NEVER RECOMMEND.
  • Reviewer
    Location
    Uxbridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    BT customer service is rubbish. I have been without email for almost 2 weeks, have spent hours on the phone over the past 10 days speaking to one call centre or another and been fobbed off each time. Just do what you promise - if you say you are going to resolve my problem and call me back at a specific time then do it! I still have no email after speaking to yet another ‘help’ line person this afternoon who told me there was a problem, I am aware of this but no one seems to know what the problem is or how or when it can be resolved. I am waiting in again for yet another call tomorrow which may or may not happen; if it does then I am pretty sure that my problem will not be resolved. I am paying for a service that I am not receiving and this is unacceptable- do not use them! I have put my email in so that I can submit this review but it is not working - ask BT why!
  • Reviewer
    Location
    Uxbridge
    Reviewing
    BT
    Date
    Comments
    I have been without BT broadband for three days and there is no end in sight for when it will be restored. There has been no communication from BT. Only digital options on the phone. No human being. I gave my mobile number for them to send a text when it is up and running. They have not used it to apologise or explain the situation. We should receive a refund and compensation. At the very least they should send out a letter to those affected. The customer service is absolutely appalling which adds insult to the inconvenience.
  • Reviewer
    Location
    Uxbridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I am ex BT. When India starting controlling our install & mtce work it all went downhill overnight. When we had Ifinity2 upgrade an ex Railway guy who had worked for BT for 6 weeks did install...did not understand how to reconnect extension wiring to new master linejack..ha ha ha..

    Feel really sorry for all BT customers. Service now is terrible.
    A few managers I had were diamonds,
    the rest completely useless.
  • Reviewer
    Location
    Vale of Glamorgan
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've had issues with their broadband almost from day 1: speed, reliability, dropping out, buffering.... Speaking with customer services is soul-destroying. They are rude, unhelpful and will not accept responsibility. Avoid avoid avoid.
  • Reviewer
    Location
    W Midlands
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    So, this is my 2nd BT Review in 3 days. After having been told by BT on Friday that I had been listed as a ‘priority’ and my line would be restored on Monday - nothing, no update, just BT silence. This is now the 3rd occasion we have been told we are a priority since we lost network 11 days ago. So, I am expecting BT to respond to this by saying visit their FB or Twitter link and they will help. I did this Friday about 1700 hrs - at approx 2300 hrs we had got to the stage of some BT geezer asking what colour was my hub showing - he might as well of asked what colour the missus knickers were that day because their is no intent from BT to resolve customer complaints. All I want is my line restored after 11 days of total inactivity. Avoid BT at all costs and don’t get sucked into their private DMs as they have no intent or expertise to resolve simple connectivity issues. There are more professional telecom companies out there
  • Reviewer
    Location
    W13
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    It had been, & continues is to be nothing short of a NIGHTMARE
    Problems w set up, problems with billing , problems with communications , or lack of I should say.

    22 calls later 10 months into my contract , my internet has gone down, for the third time.

    Unfortunately v sick. Had two medical video calls & live alone. Missed both. Spent 2 Ho at in phone yesterday ,

    PROMISED ab engineer would att bd today. Again they did not . Three calls later , just been told “not much we can do” by a manager who had assured me would have no further problems & to call him if In did - Damian Gormely.

    You know when you’re in a crisis - BT are the li f of company that make it a whole lot worse, every time .

    PLEASE PLEASE THINK TWICE before you decide on BT, the “excellent communications service “ promised is a joke - they do not communicate AT ALL w each other and mostly the customer . They LIE, most first contact staff are rude , unhelpful .

    I HAVE BEEN TREATED INHUMANELY LIKE I AM THE ENEMY

    To the day I have been unable to log into online account due to a fault their end for which they penalise and punish ME
  • Reviewer
    Location
    w2 3tp
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    Absolutely appalling service since recent change.. Spent a long time composing an email this morning as tricky only to have it erased for no given reason as timed out. Totally unacceptable.Any recommendations for better service. Can't be others worse.
  • Reviewer
    Location
    WA13 9TE
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Paid for Fibre broadband and still slow and patchy - very frustrating service
  • Reviewer
    Location
    Wadebridge
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Not good
  • Reviewer
    Location
    Wakefield
    Reviewing
    BT
    Date
    Comments
    disgusted by all service with BT won’t give them a rating for anything, they just fob you off when you have a problem
  • Reviewer
    Location
    Wakefield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    i have been with BT for many years and my bill is going up by £5.16 a month due to the CPI 17%! This is a real kick in the teeth when we are all struggling with the cost of living.

    Unfortunately i'm stuck in contract until 2024 and will not be renewing.
  • Reviewer
    Location
    wakefield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor service inspite of being with BT for many years.They will start troubling your broadband if you move to a new provider at least for week or 10 days before the move.
    Absolutely rubbish customer service
  • Reviewer
    Location
    Wakefield
    Reviewing
    BT
    Date
    Comments
    Worst Customer Service ever, rang because my contract was changed without me being notified. got told an email was sent out but I have never received an email from BT. so now they want me to prove that I have never received the email and tried to make it like I did and was trying to get out the contract. worst part was he declined that I should speak with his manager saying he knows more than his manager, which is probably the case. Now I have to wait a week to receive a deadlock letter. He sounded so rude on the phone like he was not happy working there. quit if unhappy mate.
  • Reviewer
    Location
    Wakefield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dear BT - wake up we are in 2015 and you are supposed to be a communications company
    Just had 8 days of no broadband many phone calls and texts between myself and BT and the broadband is back on well done BT however ...........
    BT accepted they made a catalogue of errors inculing mis communication between internal departments and me the paying customer , they accepted the fault was at the exchange and should have been identified immediately, they accepted they failed to call me back when they called from india and the call got cut off , they accepted the BT staff (except the engineer that fixed the fault) needed more training and had not done their jobs correctly , they accepted that if they were in my position they would be completely dissatisfied with the service and wait for it ...... In lite of all this i was due some compensation ........ Yes a whole £15 Wow i said lets go and party ! Or i sugested the BT staff came and worked for me for 8 days for £15 and this would enable them to unerstand a customers point of view - SO BT you have a long way to go in customer service and communications dealing with you is like dealing with an automated tarot reading machine yes keep putting the money in and she will keep giving you cards containing lots of false promises ! Well done !
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Comments
    Bt is the apsolute worst broadband provider I have ever used, internet is slow and cant even get a connection 2 feet away, 100% not worth the time or money
  • 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
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Do not change houses with BT. Ever! By far the worst customer services and installation team that has ever existed. Nobody has control of the process and they will not provide any compensation for loss of broadband service when reinstalling is delayed. It took them 2.5 months to change over our broadband.
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Had a poor experience today.. In July my 82 year old mother wished to upgrade her internet to "unlimited", sadly she mistakenly updated (by phone) to "unlimited Infinity 1 broadband", which she definitely did not require since standard broadband speeds are fine where she lives in the south east of England. A friendly call to BT today to explain the honest mistake essentially fell on deaf ears since the contract "14 day cool off" period had expired. There is some dispute if my mother had received the confirmatory email from BT at the time, where we might have been able to rectify the mistake in time. As a result my mother is locked in to an 18th month contract and paying around £130 extra than she needed to over that period. BT tried to convince me to accept that the dispute was "resolved"... which it certainly is not..I may or may not take this further with the ombudsman. The take home message is ...Technical aspects of computers can be rather confusing to some, I personally will be paying more attention to my mother's internet contracts in future.. I am with BT as well and have generally been happy with their service until now.. However because of their intransigence today I intend to take advantage of current offers from other providers ASAP...so they will lose me as a customer for a while.. what a shame you could not be more reasonable and flexible BT.. hence a poor rating from me.
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Trying to get an install date is frustrating. Been let down 3 times. No communication, they just don't turn up. Spoken to some very unhelpful people who in the last ones words said 'It is what it is'
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had bt boradband and have had nothing but problems with it since the beginning...slow connection and when i am connected to wifi it drops out and re connects which is very annoying. Bt sent me a new router with no improvemement. Bt say they wont guarantee a wifi connection so Im left with very poor internet even when im stood next to the router!
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've never written a bad review before, but honestly this whole saga has caused us so much grief I had to. BT have been the most incompetent company I have ever had the displeasure to deal with.

    We called up when moving house to upgrade to high speed fiber and set up the new address, we were told there was an available line and calling in advance we would be ready for moving in day.

    This date came, nobody arrived and upon calling we were told the line was unfortunately in use, informing us they can't kick off the non existent other person so we have to pay to install another line and had to wait for an engineer. They told us the date we were supposed to be set up and even received a confirmation text that our engineer was arriving.
    Seeing a BT van on the road with a man looking confused I went outside and spoke to him. The engineer was only there to install a line outside, I spoke to this man who was confused with conflicting information and after several calls it turns out we hadn't been informed our account was on hold, despite confirmation that day and they had the wrong property details due to the initial person who set us up writing our details incorrectly. Since the engineer was here he checked and the line which was apparently in use was perfectly fine and only needed to be turned on. He also informed me that if someone had left the line open they can infect kick them off, he had no idea why I was told that and he didn't understand why BT hasn't just turned our line on.

    When calling up to sort this issue we were told we had to wait a further two weeks so they could send out an engineer to turn the line on. Two weeks past, nobody arrived.

    We called up to sort out the issue, we were promised a months free broadband for our troubles and told they didn't even have an order for another engineer, and would have to wait until tomorrow so they could find out what was wrong.

    We called back tomorrow to sort out the issue, they told us they never give compensation and cannot authorise a months free broadband. They told us we could intact get an expidited engineer as we have been waiting so long.

    Nobody came, we rang up, they informed us the order for an expidited engineer was rejected, despite recieving confirmation. They put in another request and we had to wait a few days again.

    Of course this was then rejected again, we were informed expidited engineers only get out through if the delay is their fault. Which it was. The customer service representative apologised but said the earliest we could get set up was the 7th of October. We put our application in on the 18th of august. We respectfully asked if we could cancel our order and moved to a different service provider, plusnet.

    We receive a bill for £500 early cancellation fee of the broad and
    I we never got to use. We call up and they agree it must be an error, which is still to be rectified as we are still recieving bills.


    Our plusnet was supposed to be turned on today. We call up, and it turns out BT have disconnected our line! You've cost myself and my partner a fortune in mobile data & stress. Thanks BT. BRILLIANT SERVICE.
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    Living in an area where we have a BT only exchange we have limited choice of supplier.
    Whilst the broadband has-been largely reliable and reasonable in speed when there have been problems it has taken hours and hours talking to customer services being kept waiting and passed from one department to another. I cancelled my mobile and they continued to charge me! Then I recently cancelled my home phone and broadband, despite emailing me to confirm this they again continued to charge me for a service I was no longer receiving!! Taking money from my bank.
    If an individual did this it would be deemed theft.
    In both cases it involved hours of calls to resolve, something I will not miss. Until they have decent customer services I could not recommend them.
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I cannot put across strongly enough how many problems BT have caused through a simple telephone system office install, not to mention the extreme costs quoted by inexperience's representatives.

    No care in the world for any downtime for our company or cost and time taken to fix the problem that were created needlessly after multiple conversations about the same thing.

    Internal accounting processes are shocking and everything promised or anything amended goes wrong (I mean EVERYTHING). Not one representative that visited us knew what the plan was after a total of 6 x meetings and multiple engineering visits. The wrong equipment was supplied for which we were charged after advising multiple people BT;s end about the incorrect delivery. Delays of over 2 months for office renervation all down to BT and lack of planning.

    Very unprofessional as a whole and not impressed at all, will be pulling plug on BT as soon as i am able.

    I will never be using BT again for commercial or private use out of principle - Terrible service! - DO NOT USE
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I HATE BT SO MUCH!!! Its so slow and when the Bt man came to my house to check the speed he made it even worse. Its a massive waste of money and I would recommend you to never ever use your money on Bt because its trash!!!
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Even though my tech support experience with BT was a week ago it makes me angry to even think about it again and write this review, but people need to know how atrocious the tech support experience is with BT, so buckle up.

    I had an initial engineer visit who identified a broken fibre component on the telegraph pole in the street. Another appointment had to be arranged for an engineer with a cherry picker van to reach the top of the pole - fine, BT booked this for 2 days ahead.

    Fast forward to the day and I wait around all day for the engineer and they never show up, and I get NO notification or cancellation message. I call BT and managed to talk to someone who gave the usual platitudes and apologies and they book another one for ANOTHER 2 days ahead. Guess what happened?
    NO ENGINEER SHOWS. NO NOTIFICATION OR CANCELLATION MESSAGE.

    I decide to check the BT fault portal and it just says I told them the fault was fixed (I did not) and the appointment was cancelled. By this point I am furious, I have been lied to and had my time wasted again. I try to call BT again to find out what is going on and their tech support line now completely denies you any possible way of talking to a human, and it simply auto hangs up after a message and a text bot spams you saying it is doing some tests, (which are pointless because we're past that stage of problem resolution), and just BOOKS YOU ANOTHER appointment. I had to take a timeout at this point, I'm generally a pretty chill person but I have hit 10/10 anger/frustration.

    After composing myself I try to find another avenue to talking to a human to get an explanation of what has happened, and some confidence that an engineer will show up.

    I end up finding the web chat as an avenue to talking to a human. This process was also painful, having to reiterate the timeline of the issue with the customer support reps taking 5+mins for each response, and getting switched between 3 reps was tiresome. After an hour on a web chat, we get the booking for the engineer and their promise that the appointment is definitely confirmed and will happen.
    Nobody offered an explanation for what happened with my previous 2 appointments, I had to get escalated to a manager and he eventually revealed that BT make appointments with Openreach and give them to the customer WITHOUT ANY CONFIRMATION FROM OPENREACH.
    So in my case

    1: An appointment was made by BT with Openreach
    2: BT gave me the appointment date/time
    3: At some point Openreach denied the booking with BT
    4: BT didn't think to inform the customer and their shoddy automation just marked it as ME closing it.

    Truly. Mind. Boggling.

    During the webchat I raise a formal complaint, all this turned out to mean is I get an automated text saying
    "We raised a complaint and agreed to keep it open until we resolved your query. If your problem has now been resolved, please reply CLOSE. If you're still experiencing problems reply HELP or call us."
    That's not dealing with a complaint, that's dealing with a fault. Oh and you can't even reply to the text because it's a short code SMS :facepalm:

    Embarassing BT, it sounds like some executive was hired who just heard that all the cool kids were automating stuff so they decided to force automation into every aspect of the platform without spending the time and effort to get it right.

    So as a potential BT customer do yourself a favour and choose literally any other broadband provider. I've never in my life dealt with such incompetence from a tech support platform. I'm switching to Sky when my contract is up, BT could offer my entire 2 year contract for free and I would still switch because the stress is not worth the money.
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Just a warning about BT Infinity, the BT Hub becomes a Hotspot which you can not turn off unless you unplug the hub. Do not be surprised if you find people outside your home downloading porn or terrorist stuff from your internet. You could end up with a knock on the door from the police thanks to you giving access to your wireless. As a bit more of an insult you are paying for the electricity they use as well! BT keep very quite about how "their" hotspots are supplied, not surprisingly. If you are naive enough to have BTInfinity then always make sure your hub is turned off when not in use and enjoy the 6 o'clock knock from the police
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely the worst company, in terms of reliability and customer service. Joined then and left a month later, after having to log 3 complaints for a multitude of different issues.

    PLEASE DO NOT JOIN BT UNDER ANY CIRCUMSTANCES
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bt is a terrible internet provider. It's okay when it's working but when it's not it can take upwards of 3 weeks for someone to even consider fixing it. If you call them you get through to someone in India who often cannot tell you the problem or lies to you. It's the worst internet provider available
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was hoping that by leaving a bad review BT might sit up and listen - but with so many terrible reviews they can't care at all. I've just spent ages on the phone again trying to get fibre optic installed in our home - and I could hear loads of other similar calls going on in the background. It actually made me feel sorry for their call teams. It must be soul destroying to work for such a poor customer service company. I ordered fibre optic in the beginning of July. The lady on the phone said it would be installed two weeks later and gave me a date and time - I stressed that I would have to take time off of work and get staff in, so would be costly to me. So I wanted to know someone would definitely turn up (having been let down so many times before by BT on our business line). Naturally nobody arrived - no phone call - only the equipment was delivered as promised. Numerous phone calls and ten weeks later I've just called them again. Two weeks after the promised return phone call from them that never happened. This time I have been told that there is a fault with two packages being on the account (one the old copper and one the new fibre) - but I should be pleased because I am only paying for one even though the fibre hasn't been installed. And this had stopped progression of the order?? What is a girl to do? All I want is to upgrade from copper to fibre, as all their adverts suggest. Our copper is well below the acceptable download/upload rates and frankly not worth a penny. But apparently that is our fault for living in a rural area. So, the outcome - a complaint has been raised (AGAIN), and the issue has been escalated (AGAIN). It is in their hands and they will be in touch within five working days apparently. Not holding my breath that a) we will get a call or b) it will be a call worth taking and anything has actually happened. If you can avoid using BT then I would strongly recommend you do!
  • Reviewer
    Location
    Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Doesn’t even deserve one star!!!
    Doesn’t even deserve one star! So I signed up for BT on the 6th of January didn’t hear anything from Bt after so I had to get back in touch and order again on the 25th of January. My hub arrived pretty quickly to be fair but this was literally the only quick and efficient part. Opened the box and half of the connections were missing, there was no adsl filter or grey connection cable. So I waited for a couple of days and still herd nothing from BT so I made a call to find out when I would be connected. They told me I would go live on the 5th of February, this date came and went so I had to contact BT again, they then said I would be live on the 12th of feb, which was fine. The 12th came and still no connection, so of course I called BT again, they told me they needed to get an engineer out and that one would come on the 15th, yes you know what’s coming next, still no broadband or engineer.
    I had to make yet another call to Bt to then be told that an engineer would be out to get the connection up and running etc on the 4th of March and I would be live between the 4th-6th, yet again still no connection so I had to make another phone call yet again today! To my frustration I was told the same bull and that they would speak to the connections team so I was told she would one be a few short moments.....55mins I was on hold for to then be cut off. So yes at this point I’m done, someone was good enough to call me back and apologise for the loss of connection and said they just needed to go through some security questions with me before he could look into it, I stopped him at this point and told him to cancel my order, he said again he was sorry on behalf of Bt and will get this sorted rite away, I said cancel my order and have gone with a different provider now, sky promise I will be live on the 16th of March. Music to my ears, my children mite finally be able to connect to the internet and do their schoolwork log onto google classroom and try and somewhat catch up with the work they have not been able to do thanks to BT.

    I know I have gone on a little but I am so frustrated and angry with the customer service and the whole service of Bt infact, to keep getting told and promised that we would be connected after two months is a bloody joke, and yes I know circumstances are difficult for us all at the moment because of Covid so why keep moving the goalpost and postponing connection for me and lie everytime I called. Appalling!

    I will never ever go with Bt again after this experience, I will avoid at ALL costs, certainly will not be recommending BT to anyone ever.

    Also when you call customer services expect to be on the phone for atleast two hours, you will spend around 110mins listening to music on hold while they go and make a cup of tea and eat cake, to pop on the phone for about a min to tell you it will be connected at such and such a date then hang up, and guess what......you don’t get connected.

    Very unhappy customer and angry

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