3,590 Customer Reviews over 90 pages
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- Location
- lincoln birchwood
- Reviewing
- BT
- Date
- 2017-08-29
- Comments
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bt lie about speeds i get...i get kbps...very slow hate it
- Location
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- Location
- Lound
- Reviewing
- BT
- Date
- 2016-03-01
- Comments
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Totally pathetic, unable to watch tv because of constant buffering. Frequent breaks in broadband supply. Unable to upload photo's to, for e.g. eBay. Overall service is dreadful
- Location
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- Location
- Huntingdon
- Reviewing
- BT
- Date
- 2014-06-17
- Location
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- Location
- Ayrshire
- Reviewing
- BT
- Date
- 2022-08-10
- Comments
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After shopping about, I decided to go with BT for a number of reasons. One being customer service. I have never felt such a weight of stress being lifted off of my shoulders! Recently had a house fire. My TV box got ruined, my Alexa house phone. After looking about for replacements and seeing it costing in the region of over £100+ I scoured the internet and decided to give BT customer service a phone. They, by no hassle at all, replaced all of my equipment! delivery to my new address, and at no stress at all. Definitely a five stars for customers. Especially in this living crisis I cannot thank them enough. Saved me money and took the stress off my shoulders.
BT have great service recommend to anyone looking for home connections.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-07-18
- Comments
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I decided to use BT for my new restaurant and it's been a nightmare since the beginning.
1. They first got my order wrong: we agreed for fibre and they installed ADSL
2. When I notified it, they said sorry we will sort it out. No one ever bother to call me back despite their promises by chat or by text.
3. After I chased them, they finally raised a new order that was cancelled 10 days after without any explanation or notification.
4. I chased again to get a new order. An engineer eventually came onsite to install the order but said he could not do it because the line was not ready for fiber.
5. 10 days later another engineer came to say exactly the same.
6. 10 days later another engineer came again for the same result (this is not a joke!)
7. Today, I am still waiting for someone to get back to me with an explanation.
In the meantime they of course did not forget to take my money. When I asked them to get access to my online account they told me they could not do it because I don't have my details (I am a new customer, I did not receive anything). I replied OK, give me my details. They told me to ask my bank in order to get my BT account number!!!! They are my supplier but can't give me my account number!!!!
3 months after having suscribed, I am left with no fibre, no invoice, nothing but with hundreds of pounds debited on my account.
Really awful service!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-02-12
- Comments
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Very bad Packet Loss from BT. Would not recomment at all, try other ISPs always before BT. You will won't regret it.
- Location
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- Location
- Kent
- Reviewing
- BT
- Date
- 2023-02-24
- Comments
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I have contacted BT and had a long chat with the customer service. I have been offered a deal on February and the same deal will increase on March so basically next month. This is a Scam. Plus the speed is not amazing and there is not a good deal for being a loyal customer. I will wait the best opportunity for leaving this broadband provider. Not happy at all.
- Location
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- Location
- Cambridge
- Reviewing
- BT
- Date
- 2016-07-21
- Location
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- Location
- Kent
- Reviewing
- BT
- Date
- 2020-01-23
- Comments
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I do not actually have BT wifi myself but I am a private live I carer and any client I have gone to that has had BT wifi there is always issues with the speed and reliability of their wifi. I think I have had more than 10 clients with BT and every single one has been such a hassle that I just use my phone data. Stay clear of BT as they are useless!
- Location
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- Location
- swansea
- Reviewing
- BT
- Date
- 2015-11-06
- Comments
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BT are useless, I have 40mb fibre optic which should be a good speed and I am receiving 2.1 mb, the customer service told me this was a good speed which is absolute nonsense
- Location
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- Location
- Shavington Crewe
- Reviewing
- BT
- Date
- 2018-11-27
- Location
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- Location
- Bushey
- Reviewing
- BT
- Date
- 2016-04-12
- Comments
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Our internet crashed today, not great when you're working in a busy office that relies heavily on the internet. I spoke to Val from BT who was very helpful and incredibly patient considering I did not have a lot of the information needed to help her work out the problem. She got our internet back up and running again and was very friendly to talk to. Thanks Val!
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2016-02-10
- Location
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- Location
- Derbyshire
- Reviewing
- BT
- Date
- 2017-06-10
- Comments
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I would give a zero star if I could. Our internet connection has been playing up for 4 months. We've tried 3 BT routers and a third party router. We've had 10 engineer visits. Despite this we have anything between 4 to 14 hours of no internet every day! Now BT case management team have stopped replying to my calls and messages. I rang customer service and suggested that we mutually agree to terminate the contract early as the problem remains and the trust levels have gone down the drain. I was told that I need to pay a cancellation fee as the engineers are still working on it and I refuse to allow them time! They have had four and half months to sort it out. I cannot wait for the contract to end.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-08-19
- Comments
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Here we go another scam of BT without knowing they added couple of package in my bills and i'm trying to contact them but there is no answer at all from their customer service .... Worst customer service
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-08-02
- Comments
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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
- Location
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- Location
- Staffs
- Reviewing
- BT
- Date
- 2014-07-25
- Comments
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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.
- Location
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- Location
- Hamilton
- Reviewing
- BT
- Date
- 2015-01-15
- Location
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- Location
- Burton on Trent
- Reviewing
- BT
- Date
- 2020-05-14
- Comments
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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
- Location
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- Location
- Spennymoor
- Reviewing
- BT
- Date
- 2014-11-19
- Comments
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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)
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2017-02-18
- Comments
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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.
- Location
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- Location
- Norfolk
- Reviewing
- BT
- Date
- 2018-07-02
- Comments
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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
- Location
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- Location
- Noble
- Reviewing
- BT
- Date
- 2009-12-15
- Comments
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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.
- Location
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- Location
- Streatham Hill
- Reviewing
- BT
- Date
- 2014-01-27
- Comments
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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
- Location
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- Location
- Glasgow
- Reviewing
- BT
- Date
- 2017-05-18
- Comments
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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
- 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
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- Location
- Isle of Wight
- Reviewing
- BT
- Date
- 2017-03-08
- Comments
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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.
- Location
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- Location
- Isle of Wight
- Reviewing
- BT
- Date
- 2018-03-07
- Comments
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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.
- Location
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- Location
- High Wycombe
- Reviewing
- BT
- Date
- 2016-05-18
- Comments
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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.
- Location
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- Location
- Wrightington, Wigan
- Reviewing
- BT
- Date
- 2016-01-22
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2015-01-08
- Comments
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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.
- Location
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- Location
- london
- Reviewing
- BT
- Date
- 2016-10-04
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-08-19
- Comments
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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.
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2017-10-11
- Comments
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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".....
- Location
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- Location
- Wales
- Reviewing
- BT
- Date
- 2017-05-20
- Location
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- Location
- Gloucestershire
- Reviewing
- BT
- Date
- 2014-05-15
- Comments
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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.
- Location
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- Location
- Newport
- Reviewing
- BT
- Date
- 2018-03-15
- Comments
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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.
- Location
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- Location
- Aberdeen
- Reviewing
- BT
- Date
- 2015-09-24
- Comments
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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
- Location
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- Location
- Reviewing
- BT
- Date
- 2017-10-01
- Location
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- Location
- London, England
- Reviewing
- BT
- Date
- 2017-05-31
- 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.
- 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.