BT Reviews

LN12DF, Paid for 60mb-80mb Broadband but actually receiving constant 29.3-29.5mb, and there has been no Dial Tone since Friday on landline!. This is paid for BT Broadband Super Fast Fibre II: and this a breach of contract since Friday 07/12/2018. Hope anyone working for the Telecom Regulators, Ofcom read this. Now on telephone line: 0800 800 150 and usual BS about sending out an engineer and a callout FEE. Same script different day.

• Satisfaction
  2 stars
• Customer Service
  3 stars
• Speed
  2 stars
• Reliability
  1 star

crap sevicie for cusmomore support

• Satisfaction
  1 star
• Customer Service
  1 star
• Reliability
  1 star

I have been having issues with the router since mid October, contacted BT on numerous occassions, speaking most of the time to rude staff who were sending me instructions for hub 5 or smart hub while I have got hub 4! They were aware as they had asked before. Asking me to split connection, etc. Ended up with having 3 engineers who ordered new hub for me. It didn't arrive so I contacted them, they don't know anything about it! Once it arrived, the speed has dropped so complained again, then they sent me some texts and asked to reply what would cost me extra money. In addition, on one occassion I asked when my broadband contract would expire, lady told me the 4th of January. I rang them at the beginning of December to cancel, I was told that line rental contract expires on that day, broadband contract in July. So lazy! Honestly, I'm fuming, never had such bad issues with Sky or Virgin. I can't wait the contract to be finished!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  2 stars

I though Virgin media was bad but god damn ! BT sucksssssss just like the guy below stated no BT internet and its been 3 weeks that the board band box arrived.
Called emailed chatted about 10-15 times to only get a email of a manger who said ''To help with your query please call BT on : 0800 800 150.

Sorry we cant help on this query.''

Damn need to start listening to reviews !! Virgin medai was bad for me but BT! I didn't even get to try it. sorry im leaving.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Absolutely disgusting customer servive my service shouldv been activated on 19th november 2018 its now the 11th december 2018 and its still not on iv complained numerous times no responce my case is at level 3 complained case but aint seen no change and the lack of communication is disgusting iv requested my order to be cancelled still not done iv requested that 4 or 5 times if your thinking of joining think twice

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Annoyed that BT do hard credit searches when your just enquiring about the date/ cost of broadband and don’t go through with the order.

They should let you know

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

BT custemer for phone many years and broadband for a few years. Switch to Fibre but had 9 days without broadband due line not set up. First person claim ethernet cable and would take 5 works to receive this to sort problem which was wrong and needed engineer. 6 days after second person said engineer required. spoke to rude line manager offer £10 as complaint. then tried to charge £85 for the engineer which was the incorrect as previous showed under £50. finally had engineer solve broadband and he confirmed normally no charge for fibre set up. spoke to second link manager about complaint again poor service and like previous manager lied about complaint service at BT. not all staff are bad as previously spoken to other members in other offices and ok. Broadband staff are just poor at everything. BT just rubbish and I would never use them again

If you plan switching to BT, beware they would cut your existing broadband service on Friday morning and leave you whole weekend and bank holiday without Internet connection - which has happened to me. And they won't give you any compensation either. What they boasted "Switching today, connected tomorrow" is totally ******** and lie. BE CAREFUL!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  2 stars

They are FULL OF ****.
Besides the fact that they actually have speed drops constantly, their internet crashes on a weekly basis, super expensive and ling their asses off.
On their superfiber page they lie about Virgin Media which was the best and fastest internet provider in UK for a long time and they will be the best stil.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I bought a BT broadband in 2016 and then renewd on 17.In 2018 when i was getting a problem with their speed download/upload speed and worst customer service experience ever i had in life, decide to change my provider spoken to BT few times about my last day of ending contract and so on. after switching provider (in process)after few days later received an email from BT stating that i need to pay £86 for cancallation fee due to i am in contract with them till 2019. So i contacted BT customer service lady doesn't know what she is talking about and all the time TRYING to selling me BT package in a different ways. which i said NO for any package after waiting 45 min over the phone, customer service lady mentioned me i had renew my contract in arpil 18 for next 12 month contract. which i was completely disagreed with her as why would i will buy a new contract when i am already in contract and new contract is more expensive then old contract thirdly i had not received any emails or notifcation that about new contract or switching to new contract.
I also mentioned about previous conversation with BT customer service agent which they had confirmed me my last date of ending contract in nov 18.
Honeslty after spending 3 weeks talking to them its feel like on these customer service is Dumb, and stupid which doesn't understand as well as no communication with each other.
IF this case not resolve here i will take it to MANAGING DIRECTOR and THEN COURT.
Piss taker BT. Stay away from these morons.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  2 stars

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.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  5 stars

Worst internet I’ve ever experienced in my life.
Slowest speeds, disconnecting constantly, the worst customer service, engineers seem to continually miss appointments and they give you, wait for it a whole ..... £10 as compensation!! Not like I’ve taken days off unpaid to sit and wait for them not to turn up so £10 doesn’t really come close!
I’m moving in 6 days time and can not wait to never ever have to hear the name BT ever again!
I’m paying for fibre optic broadband and get a whole 4 mb download speed, IF IM LUCKY.
I can not describe how angry it makes me when I’m half way through a game or watching a film and boom it’s gone.
Do yourselves a favour, never go near BT for anything, EVER.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

BT are rubbish. Decided to use two cans and some string. Send message by pigeon was much faster . Don't call them for advise as will bring out a side of you you did not know was in you. I turned into a monster because they are robot's spuying out pointless tech advise you have tried before you called them .charge you a fortune to tell you to switch it off and on again.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

the greed is pathetic.went from £29 to£58 after 18 months.I don't know why they treat you as a mug while giving new customers a great deal.anyhow have switched to talk talk for £20.its up to us to leave after 1st contract ends.its dead easy,your new supplier does all the work

• Satisfaction
  2 stars
• Customer Service
  2 stars
• Speed
  5 stars
• Reliability
  5 stars

Get pushed from pillar to post, don't actually get factual answers, rude customer services, and now ain't even answering the phone, internet issues for nearly a week now. Been on phone for half hour and pay £44 for the previlege. Not a happy customer sort it out.

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

This company is shocking I moved into my new home and gave 2 weeks notice to BT that I was moving. I spoke to home move team who explained I will be getting my hub posted and a engineer was booked also, I was happy with that set up.

On the day of the new hub arriving I rang to find out what time they were turning up. This is where the problems started. I was calling the customers services team they did not recognise i had moved and could not find the information regarding any engineers or Wi-Fi hub being sent then they cut me off.

I rang again and that person also said the same thing. I called up a 3rd time and they found my details without any problems? I was then told I would have to wait, 3 more weeks with no phone, WiFi or TV.

I made a complaint 1 week ago but have heard nothing back from them. They are the worse company I have dealt with, they lie and tell you stuff that is not true. The funny thing I have texts and email confirming it all.

I have no choice but to use these jokers I will be emailing the onbusman, and telling everyone because they want to ignore me.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  4 stars

Not even worth one star absolute disgrace set dates for activation no engineer comes they continually have messed order up cancelled and re ordered apparently that’s their process for me has happened four times in a month and with that comes another arrival of new equipment and their bill. I have been left lots of equipment I can’t use and been without broad band service for over a month just received another delay confirmed today . if u wise avoid bt and go elsewere

Absolutely shocking, would not recommend to anyone, waited nearly a month for connection still waiting, was told if I cancel and go to another provider that everyone goes through open reach and I would start all over again and would end up waiting longer, guess what a week after that get a call from bt saying they have cancelled my order by mistake and guess what got to start again, wished I'd gone elsewhere, it's more like customer we don't care.

Terrible customer service. Needed to switch to a new account after other flatmate moved out but we were already using BT. They had no problem turning off our broadband but haven't set up a new connection. Get fobbed off every time I call with no one taking action or accountability to see our problem to resolution. I have to call every time and explain the problem and then get connected through to a different person where I have to explain again. Would never have gone with them if I had read the reviews first.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

This is a terrible service. Slow speed, dropouts, OMG this is so bad.
Do not sign up with these guys.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Worst experience of my whole business career. I don’t want to go into deatil as I simply don’t want to waste anymore time. Ended up costing my company thousands. Find another supplier for business phone and broadband.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Absolutely disgusted with BT! Have cancelled service within 14day cooling off period because they have failed to instal my new phone line and broadband on 2 occasions and failed to send engineer despite promising a visit todaySpent hours and talked to many agents on phone to no avail so have cancelled the service.BT are utter rubbish and I advise you to avoid them like the plague!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Fixed price contract is very expensive compared to current deals Nil response from customer service

• Satisfaction
  3 stars
• Customer Service
  2 stars
• Speed
  3 stars
• Reliability
  2 stars

Ridiculous WiFi, slow speeds paying for 50 barely getting 10mb/s , poor connection issues, says it’s connected but no internet , download speeds are better in potato than their hubs and you’d get better customer service from a lamppost than one of their staff keeping you on hold through till your mid 20’s

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

horrible customer service. kept me at home all day just to inform me that the engineer has postponed the visit to tomorrow on his own! while the system still gave today's date and sent confirmations on the arrival of the engineer. customer service has no idea and just apologizes. worst provider ever. don't even think of trusting BT. they will screw you over their monopoly position over and over.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I've never left a review for a company before so I think that says enough. I would advise anyone to leave BT alone. Absolute crooks. Increase the price whenever they choose. Always make everything in their favour. They charge you for everything. Tell you that you can't cancel till they say pretty much even though they know my internet is faulty. The TV service is dreadful and about 20 years behind sky. When you phone you'll be passed around departments for fun. Please avoid them. Price started at £45 a month then shortly into my contract they upped it to £53 because they can! Oh and we had a month of trouble 18 months ago with the 4k box as well. Will not miss them. Got to wait another month till I'm free. Never again will I gone with BT.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

I bought a broadband in London from BT in order to get some wifi. It took me more than two months, and 6 engineer visits, wich 4 never showed up. I still don't have wifi by this time, and when you cal service, they'll find excuses for all of this, by saying that it's not their fault, when it is.
You will be also the one in charge of pushing them to work, will need to call them every day for over a month period of time asking them info about all of this.
DO NOT get bt, if you don't want to spend a lot of useless time to useless service.

The worst provider I've ever been with. The connection always goes down, is ridiculously slower than what I was told I would get when it does work, and they were 2 weeks late installing it. Couldn't hate a company more!

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

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.

• Customer Service
  2 stars
• Reliability
  2 stars

BT has the worse customer service iv ever dealt with, i was happy till i moved in february 2018 and i was a fibre customer, they put me on slow internet speed and didn't tell me and made me a new contract which i couldn't get out of at the time, when they claimed to put me on fibre my download speeds dropped more than the slow speed one i was getting, so after months with poor customer service and arguing i told them where to go with there broadband, i was also a mobile customer and with out my say so they claimed i said yes to cancel my mobile deals so when i was cut off i called them for 3 days trying to get the pac code so i can keep my number, cause the sims where cut off they can not generate a pac code, they may speak english but they dont understand english, i will never use them again, and i advice anyone else to go else where and save yourself the agro.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

In the last 6 months the broadband service we receive has been unreliable ranging from 2Mbps - 6Mbps. For a week we did actually get speeds of around 15Mbps, so it is really hard to understand why the service is so very poor for the majority of the time. I'm switching from BT as my Demon Internet is much more reliable.

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

I won’t bore you with the story. However take the advice and do join another provider. Even though BT are a very large company they are clearly going through some serious money issues. The service is shocking and never worked properly. They will over charge you and make it near impossible for you to get your money back. Don’t be suckered in by the introductory offer, you will be better off paying more else where and the price being fixed however still receiving good full working service. BT customer service is pathetic. Again they have cut costs with over seas call centres reducing the customer service levels.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I've put one star because there is no option for 0.
I am a new BT customer and have been plagued with lack of service, poor customer care and incorrect billing. The time spent trying to sort this out has cost me far more than any prospective savings from lower bills for the 18 month contract period and I wish I never switched.
It took BT over a month to connect me from the first visit.In that time BT closed tickets telling me the problem was solved yet I did not have the service I was being charged for. Just as I finally get sent an engineer that knew what he was doing and does connect me, I am incorrectly charged £130 for the engineer visit. This fee is only meant to apply where the fault is with the customer (either on their property or with their equipment). This was not the case with me and I was told by the engineer that the fault was further down the line.
I do not like the way BT assume the customer is in the wrong at every step of the way. I am complaining to get the matter rectified, but I bet there are many people who do not understand what they are being charged for and just pay the money. This has been a terrible customer journey. I do not only NOT RECOMMEND, I would actively say GO ANYWHERE ELSE!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Multiple week delays on installation leaving me without internet for a period despite having left a generous overlap with my previous provider (Hyperoptic). Thankfully hyperoptic were able to extend my previous package without issue to cover this. My new BT internet cuts out on a regular basis. Speeds slower than previous provider. Signed up in April, 2 months later they raised my package price by 15%. Apparently I missed a letter and have now cannot dispute this. Customer service unhelpful, generally unable to answer simple questions. Very unimpressed, service with other providers has been far better.

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  3 stars
• Reliability
  1 star

Absolutly disgusted with bt I'm a new broadband customer and my service was supposed to have been activated last Tuesday today a week later still no broadband.After numerous heated conversations and a visit from an engineer I still have no broadband.I have now been told another engineer will be out on Monday..Nobody seems to know what they are doing it's a wonder they have any customers if this is how they treat a new one . I will be cancelling my contract that hasn't even started. You have been warned

• Satisfaction
  1 star

I have no other option but to get in touch with of ofcom, BT should not be allowed to carry on like this, endless phone calls to bt on my mobile I might add as My landline stopped working broadband works when it feels like it, a month later and open reach has to dig the road up which will be another week. I made a complaint and bt closed it with out even asking, they are a complete shambles!!!

Shocking service, router broke Monday and still waiting for a replacement Thursday. Probably have to switch to Sky.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  1 star

My advice is to find a different supplier BT is awful & their costomer service is even worse

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Speed is to low for consistent performance

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  3 stars

Been with bt for 7 years since fibre was available in my area, I’ve got the fibre 2 package which the speeds were up until couple of weeks ago at near max 67mb, then after noticing speed was down to 45mb so I got in touch with them was told by a guy from bt that he sees the problem bangs on his keyboard for couple of mins then says give it 48 hours and it should be back to how it was, 48 hours later still the same so I get back in touch with them another guy goes through the same dummy steps and says that he’s put it on record and they will look into it, week later still the same so ring them again and explain it woman says it could be the hub so she will send one out could take 3 days to come, 3 days later no hub so get in touch with them again have to go through all the problems again with them even tho it was supposed to be on record so I wouldn’t have to explain! Anyway woman from bt says there is nothing down saying a hub was sent out and she is processing it now to get one out asap so couple days later hub arrives set it up try speed tests and it’s the same, so ring bt back up fella tells me that my speed is just over the minimum 46mb that was agreed with the contract, I try telling him that for all these years it was at max so we got the more expensive fibre 2 package now over time it’s gone down to a speed where a cheaper package would of right for us, But I hate the fact that over these years the internet price has gone up but the speed has gone down, he blamed my neighbors or closer to the exchange etc even Openreach were to blame!! Owned by bt I may add, anyway we agreed to it in contract so it’s tough poo!? Shocking company avoid peeps.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

BT broadband is terrible. My phone works faster on 4G. Keep well away.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

You will spend just as much time bwing without internet as you will with internet. Every other month you will have a full 2-3 weeks of constant disconnections which wont allow you to get anything done.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  1 star

Very poor. Unreliable more time spent trying to get reconnected. Do not bother

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Easy to renew contract for phone and broadband. Broadband speed quoted as minimum of 53 mbps but getting only 30. Router log shows internet connection dropping out betweeb 20 and 40 times per day, generally during busy periods. Definitely not getting value for £55 per month. Telephone on same line having no problem.

• Satisfaction
  3 stars
• Customer Service
  3 stars
• Speed
  1 star
• Reliability
  1 star

On my Dads death I took over the BT broadband account only to discover BT were ripping him off over £80 for the basic broadband service. I relayed my utter contempt and disgust and camcelled the service. Do not use BT or deal with this company is my recommendation.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

After ordering bt broadband as i was trying to move from virgin i realised the broadband was no good as i need a fixed ip address and that bt provided revolving ip addresses.

I used the broadband 2-3 times just to set it up but as didn't start using it until 2 days after the 14 day cancellation they said i owe them around £400 to cancel.

Absolutely ridiculous amount of money for a service i only used to set it up. now they have passed the debt to a collection agency and added 25% so it is now £565.66.

i told them numerous times on the phone the service was unusable to me because the ip address was not static. if they had made this clear upfront i would never have ordered but doing so would probably mean less customers so the details were hidden away.

I sent all the equipment back with 7 days but they then added an equipment charge on top. I used the broadband to set up 1 pc and never used the phone line at all.

how can such a company that prides itself on being a family operator be such an aggressive, venal predator?

At some point there will be a debt collector at my door to take my possessions. all because i went 2 days over the 14 days because it was not straight-forward to switch from virgin to bt as i run a home office.

THIS COMPANY IS A DISGRACE!!!!!!!!!!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Terrible broadband service. Does not work very well, should have checked the small print.... apparently :-(

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Extremely poor signal. Keeps going in and out. Shockingly bad!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Internet and phone including, for my own experience is just totally wasting of money, I regretted make the contract start at £31 and after got into £34. Don’t make contracts or deals with bt, customers services just crap and unprofessionals , unproductive. The services they provide not value and I’m sure you can find cheaper and better . They are very manipulative without having a clear payment at the end of the monthly also they don’t informed you about the prices going up.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  2 stars

Continually bad broadband service. BT told me that there are too many people connecting to the broadband service in the local area at the same time! Apparently this is not their problem! Awful people.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Absolutely terrible.

Ordered BT package on the 18th September, chased multiple times to confirm appointments as they had missed two visits. Had phone confirmation, email confirmation and yet they still don't turn up. Now being told 2nd November at the earliest. Still no service then after 6 weeks of ordering. Would not recommend BT to anyone.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Well what can i say you see the all reviews 1 star to much for this company i sell my shop transfer the new owner they still wants £800 termination fee no fare

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

BT is a totally unethical company. They hike the price and send a single email giving you 30 days and the email is not clear that the price is going up and you can cancel the contract without any penalties. You only find out once the direct debit goes through showing the higher price. Price hike is more that 15%. I will not be using BT ever again once my contract runs out early next year. When I extended my contact last December it said renew and your price will not increase, be careful as this is not true because any "general" BT price hike can still be passed on to you, so not worth the paper it is written on. Do not trust BT at all.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

My family has been paying £50 for fibre for the last 6 months. We are getting 50% packet loss and our speed is less than standard broadband. In a futile attempt to ask them to fix it, we had them cut us off on the phone twice and haven’t tried to contact us since. I sent them an email 3 weeks ago with no reply.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Hidden charges if you cancel early. called to see how much it would cost to end the contract and they told me £15, the bill came and it was an extra £70 - not trustworthy

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Customer service appalling
One of the most expensive out there but extremely bad service takes over three weeks just for the engineer to come out and connect
Once connected always problems

• Speed
  3 stars
• Reliability
  2 stars

Was tricked out of switching - BT agreed monthly to match an equal competitor - they reneged 4mths in..just counting 6 months left of contract so BT can be excluded from my future...
BT lost a good customer - they just don't know yet :-D

Well done loyalty team ;-)

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  4 stars

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.

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  2 stars

Haven’t even had broadband from them. Signed up over two weeks ago. Got told I would be connected and have internet by 12am on the 12/10 (over a week after I signed up). Engineer turned up and “sorted” everything. 13/10 and no internet. Get an email saying I’d have internet by 23/10. Both my partner and myself rely on the internet for work. I called them and the person I spoke to advised there was an issue with the exchange and said she has spoken to the engineer manager and manages to pull it forward to the 18/10. Got a text message 17/10 saying it would be the 23/10 again. Called and was advised they could not get an engineer out and I would have to wait for the original date. They will not compensate for the money my partner and I have lost in wages due to having no internet as we are not commercial customers. Called Virgin Media and they said they would send router out and would have internet in TWO DAYS. No engineer required. Never been more angry in my life.

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

the worst isp we've ever been with. currently getting speeds of approx 0.5mb/s and 600ms ping. called the customer service several times, they have been no help. lost cause of a service. also it became apparent that when we bought fibre optic and they installed it, they were supposed to install a new splitter for the phone/internet line but they left us with an old outdated one. outstanding.

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

Approximately a year in contact and all I can say is a year of poor service. First months spent complaining of connectivity but my husband gave up. We get cut off all the time, on acsessability to customed downloads!! Why I ask? Do not choose this provider. I’m so frustrated as my husband has to use his 4g in the house to access email. This can’t be right. Help or advise needed!!!

Absolutely ridiculous service. I have been with BT for years. Recently I decided to change providers because the cost of their service is just ridiculous in comparison to other similar services. After switching provider to the Post Office I received a call from a BT customer support agent. The agent promised me a reduced price at £20 and included a £50 gift voucher to keep me to stay. After 3 months, still no sign of the gift voucher and emails about it ignored. The price has gone up to £24 without any warning. Avoid at all costs.

• Satisfaction
  1 star
• Customer Service
  3 stars
• Speed
  1 star
• Reliability
  1 star

BT is a serious thief in this country we, their customer services team are a big lairs wasting our times, I have been suffering from them for more than one year, they not canceling my contract and not fixing the problem, in addition to all that they overcharging me every month and always I have spend many hours speaking with their rubbish team, really we should bring those thief to the court and it must not be allowed steal people, we should not just write a review we should act to bring those to the court, I am going to make claim for compensation, because they did not let me to cancel it

It's so bad. For years it has droped out, slows down and just does not work. We have been with BT for years, it's been really bad for the last five. The support team exists, but they are experts on sending people on a wild goose. We must have spent weeks on the phone with them over the years. Unfortunately, if you leave, you lose your email addresses. So it feels like a bit of a trap. I would advise anybody to avoid if you can, there are much better and more reliable providers for the money.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Very disappointed. Raised our price after a yer from 33 to 54 quid, this is ABSOLUTELY ridiculous. By reading more and more reviews I see that that seems to be the problem with everyone all the time. They value drawing in customers and screwing them over and you better be sure as hell that I am NOT coming back to them ever again. You can catch me at TalkTalk getting higher speed, reliability AND lower prices. We're paying for what exactly with BT? Most of the times I'd have my connection drop, their customer service is NO WHERE TO BE FOUND and they screw you over without even notification, an email maybe like HEY dudes, we're gonna raise your internet price with 21 quid now? Naaaah... who gives a crap about the customers themselves right?

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  3 stars

I am very unhappy with BT. I have had many problems since joining the latest today is my new expensive iPhone charge is not working after a few weeks of having the phone and Bt said even under warranty they will not replace it very disappointed

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

The hours i have spent on the phone to this company is beyond belief. AVOID in the end switched to XNL for business very professional and great communications and they answer the phone within 5 seconds. Should the big wigs be brought in front of a parliamentary committee and drilled about why they are providing a unacceptable service!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Absolutely amazing service had no internet since yesterday the bloke came out today to fix it even though we have gale force winds and rain he came 10am and it wosint sorted till about 4pm bless him he'd been out in it all day customer service was amazing too thank you so much BT

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

Avoid this rubbish internet provider. Their service and customer service is useless. I have been having problems with their internet for the last 4 months. Whenever I connect using wifi to any of my devices, it says "no internet available". When friends/ family tries to connect to my wifi, it says the same thing. I rang BT on numerous occasions explaining the problem and all they can tell me over the phone is " they have done all checks on their end and everything is fine from their end". So there is nothing they can do for me because everything seems fine from their end. They said that I am getting the best signal strength although I am not getting any internet service. Do you know how frustrating it is to be told that an internet provider cannot do anything to try to resolve a problem you are facing because they cannot see a problem on their end? They wouldn't send a new hub or even an engineer to find the problem. Just absolute nothing I got from them with poor customer service. I expected better from a big company but all I got was dirt, considering I am still paying £30 a month for this service I'm not getting and not being able to come out of an 18month contract without having to pay a huge sum to exit. It is unfair, they are unreliable and useless, customer service was beyond poor and staff are rude, unhelpful and speaks to you with attitude. This company has stressed me out to the core. Once they have you, they feel they can take your money and give you 0 to nothing service. I wish I read their bad reviews before I signed up to them or I would have gone elsewhere. This company is a major disgrace. Once I am out I will never go back. Disgusting service, nasty company.

Been with BT for over 25 years and the price increased to over £75 pm. They wouldn't budge on price so I switched. Best thing I ever did. My broadband speed has increased from 13mbps to 21mbps even though I'm on the minimum speed (and I was paying for a premium broadband speed from BT). Cost is less than 50% of what I was paying previously.

• Satisfaction
  2 stars
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  3 stars

I bought a 5-day wifi from them thinking that I will be able to connect from home. Although I live in Reading near the centre, there was no signal, not even close.
So I called customer support to cancel it and get the refund. They said they can't do it and I need to do it online.
I've managed to cancel this wifi online without using it at all, but never got the refund from BT. Poor.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Absolutely terrible customer services! They are billing me more that my contracted sum and cannot get anyone from customer services to resolve the matter. BT clearly do not value their customers and from my experience are totally incompetent at dealing with customer services issues.

• Reliability
  1 star

Absoloute crap. Never had anything like it. Says it is connected but that is horse****.drops out every five minutes, requiring you to sign completely back in.wont load anything.wont let you send or receive your ******* messages. And I’m paying over £90 for this ****. Would never recommend. EVER.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

BT business i would never recommend this company they are not flexible at all and do not UNDERSTAND if your having probelms no compromise no help no negotiation just disgusting the experience I have had. Try other providers not BT. They just plain black and white I would say whether you can afford or not complete your full term length dont care or want to listen to your probelm. Manager was absolutely disgraceful I found.

I cannot put into words how bad BT are. I can safely say that they are the WORSE company i have ever had the misfortune of dealing with.
There staff are poorly informed poorly trained and they even cut me off when they couldn't sort the issues. I swapped to a business line as they told me i would get a better broadband connection.. only thing thing they are good at is billing you. They swapped my line to business and kept billing me for residential too. 10 months being charged double..
This company needs a serious overall. If i could put a minus score i would. If anyone out there could avoid using BT i would higly recommend it.
Complete utter wasters. Service rubbish customer service rubbish.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

If I could put no stars I would. Ive just never been through something like this in 2018 I cant get the speed higher than 2mbs and I've called them 5 times to try and sort it and apparently the fault has never gone through. They're totally unreliable. Im paying 45 gbp a month for practically no internet and no one has managed to successfully put my fault through to open reach. An absolute incompetent provider. I wish I could move!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

As soon as the contract is over with BT I will never ever use them again for anything at all. Can not say enough about how f****** awful they are. Broadband speed is okay but reliability is beyond a joke!!! I had better connections when you used to have to dial your phone line to get connected to Internet. I cannot stress enough to everyone around reading this too not go near BT! Every time I try and I mean try to get a reason or figure out why our internet doesn’t work most of the time every time the response I get is try plugging it in and out. Absolutely ridiculous! Final straw was I tried to use the online chat service and after them asking for my details several times through three different folk they ended up cutting us off! I am appalled that people still use these shower of cons

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Every 5 minutes the internet would fail and kick everyone from the internet it sometimes would go off for more than 10 minutes before it finally came back on we have had problems since October 2017 and it's not October 2018 don't waste money on this boardband it's the worst we have ever had

There is a lack of communication between BT and me. My broadband package expired this September, but BT doesn't contact me to inform this and charged £20 extra this month. It was ridiculous to pay £63.49 to pay for the broadband package?!
I complained about this issue over the phone, one staff advised me to continue working with BT and was able to offer me £36.99 for the broadband and line. I ended the call as I wanted to have a conversation with my partners but was not told the price would be different next time! I called in twice afterward and was offered £37.99 and £39.99. Everytime I called in and ended up with disppointment and the problem couldn't be solved at all. I am so disppointent with the service and price offered. It is defiitely a wrong choice to work with BT and it lets me down all the time!!! Never come back again!

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  2 stars
• Reliability
  3 stars

Just terrible. Have been with BT for over twenty years, the broadband has been really bad over the last five years or so.
Stuttering movies, drop outs and terrible customer service.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I cancelled because of the many price rises and when your tied into a contract there's little you can do. The service was relatively good but did go off on many occasions. Absloutley discusted with them. We cancelled well with the 30 notice and they decide that they are going to charge us for the next month and once the final bill is generated then they will refund us...after 7-10 days. Be different if we owed them. Waffle on about the terms and conditions but where's the consideration. Just out to Rob your money so glad I cancelled. Been passed about departments for an hour minutes absloute rubbish!!!!

• Speed
  3 stars
• Reliability
  2 stars

OK where to start.
Spoke to sale person on Wednesday 19th September at 11.30 am. We ordered Business broadband with 4g assure we went with the 4g assure package because we run a ecommerce business and needed internet access before our line was installed. The sales person promised me the router would be delivered first thing Thursday morning. i was initially impressed. Thursday came and went no router Friday came and went no router i thought it must be delivered Saturday you guessed it no router Saturday.

Monday morning 24th September great router delivered
Plugged it all in no 4g assure working (we have a strong 4g signal in our unit)
50 phone calls later, now Wednesday 26th was promised by a person high up in BT another router would be delivered the next working day.

Thursday 27th no router
Friday 28th Royal mail have been and no router.
Final straw i phoned and cancelled

synopsis
over 50 telephone calls hours of my time wasted
very frustrated

if i could give zero star i would
Trying to get hold of someone in BT now to claim compensation guess that will be another 50 calls

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I am a company, we contacted BT to connect a new line and broadband.
the engineer arrived on the monday as planned, but did not install a new line, I was told a survey for an extra cable was needed, this I was told would be within 48 hours and my new line would be fitted by the end of that week.
after no response and calls I finally get told the survey would not happen until nearly two weeks later and the line installation a date could not be given.
So we are moving in to an office with nice new computers, desks and chairs,,, even a nice coffee machine, but no telephones or broadband! We are a service company, with no telephones!!!
BT you are without a doubt the most pathetic organisation I have had the misfortune to deal with. The Legal case stars now!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I wish there was an option of 0 star. Worst customer services. Charges are 2 X more than Voda and speed is also half. Can wait to get rid of them....

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

We moved and needing reconnecting. The date we will given didn’t go ahead and had to wait another week. This is the worst customer service I have ever experienced. The staff really don’t care and don’t want to deal with you. I wish we didn’t sign up again and will be looking at leaving them in the future. Be aware people they take your money and don’t do what they say they will.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

i joined bt 2016 and i was very happy with them and the services that was provided until i moved in 2018, they dropped my package to the lowest speed without telling me and let me carried on paying for fibre prices and i spent 3 months down the phone arguing with them and waiting for engineers not turning up, and my contract was gonna end in october 2018 when it came close to the time they told me im in contract till february 2020 so i took on the fibre package and im only getting speeds of 0.15mbps i now want to cancel and they wont let me cause they said i have to pay the old services fees, load of rubbish they are and cant wait to get rid of them.

I have gone to the BT web site. Entered my postcode and ordered the fastest broadband+TV package available. The technician has visited in 4 days to install (This is unbelievable right? 4 days only. What an improvement!)
He told me that the line can't support such high speeds so I need to cancel the order and get another package. I have called BT Support, it took 2-3 days to cancel the existing package and they told me that they will order internally for the new one. They ordered the same old package with activation date 15 days ahead. Guys are this a joke?!! Compared to international standards (I can get a broadband in 1 day in any country other than Europe) this is not only silly, it is a rotten service standard. Why the hell everyone has to wait for lazy Open Reach bustards for 15 days to get a connection? Get lost.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I moved into a brand new development mid July and received confirmation that I could place an order for broadband on the 31st July. I called as soon as I had the confirmation to place the order the same day. I was assured that once the hub had arrived, I needed to follow the instructions and that I should have a full working service by 3rd August. The 3rd August comes around and the hub had a steady amber light which indicates an Internet problem. I followed the troubleshooting instructions which sent a signal to BT telling them there was an issue. I received a text message the next day 4th August telling me they needed to book an engineer to attend the property and the earliest time they could do this was the 15th August. Due to the nature of my job, I am unable to take time off for scenarios like these and therefore my mother attended the property for me. The gentlemen told my mother that he couldn’t fix the problem and gave us a code which I had to relay to the BT complaints team. It turns out that Openreach had wired up the lines externally incorrectly and another engineer needed to attend to fix the lines. The earliest they could do it was exactly a week later. Wednesday comes around, the day the engineer is coming to repair the lines and the day I was promised for the 3rd time that I’d have a working connection . I receive a telephone call to say unfortunately they were unable to carry out the works and they can’t give me an indication of when it will be fixed. During this period, I’d racked up a large mobile phone bill due to data upgrades that I really needed as I was exchanging emails from the site team of the development regarding to snagging lists and meetings as well as trying to set up the other utility bills in the house. I expressed to BT that I’d had to add on this extra data due to the circumstances I have noted above. A gentlemen told me not to worry and that I would be refunded and all I needed to do was send them a copy of my mobile phone invoice. I called the day before the engineer was supposed to arrive the first time just to double check the times and also to reconfirm what was said to me regarding the data refund. The women had no idea what I was talking about and said that BT do not under any circumstances offer this kind of compensation. She opened a complaint and told me that they would look back through the pre-recorded telephone conversation and would get someone from the complaints team to call me back with a resolution to this problem. This did not happen. I was not actually offered any kind of compensation until the phone call I received from the young lad who had to tell me the engineers couldn’t fix the telephone lines. Even then, all I was offered was £50.00 credit on our account which didn’t even cover the cost of the data upgrades anyway. Any how, I get home the night of the telephone line scenario and the broadband was working. I sat there confused as to why they phoned me to tell me that the service wasn’t fixed and wouldn’t be for some time.. I tried to call to let them know the service was fixed but I never managed to get through to anybody. I had a holiday booked for the 27th August which they was aware of. Whilst I was away, I was inundated with emails telling me I still had no broadband and they didn’t know when it would be fixed. I decided to ignore these numerous messages as I was on my holiday. When I returned the broadband was working so I made another 2 phone calls and an email to tell them the service is working. A week later at 7:30am I received a phone call from an engineer who was outside my property telling me he was here to install my broadband. I had absolutely no knowledge that any visit was booked to install any broadband? I’d called them a week earlier and told them it was working.. I had to turn the engineer away and filed another complaint for the lack of communication. I come home today and the broadband hub is a steady amber light meaning there’s a problem with the connection. Just when I finally thought that the situation had been put to bed, the monster comes out the closet and here we are again waiting for an engineer to come to my property and tell me they can’t fix it again and they don’t know when it will be fixed. Here’s to another racked up phone bill which I will have to pay and a sky cinema package which is totally useless. Here’s to more emails between myself and BT and more broken promises. If I had the choice to take my service elsewhere, I would but unfortunately due to the type of internet that I can have in my property due to an arrangement between BT and the building company, I have no choice but to hand money over to company that cannot even provide a service. Nothing but stress and aggravation since the day I placed the order. Gutting.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Terrible costumer service with poor broadband network provided i have 4g network on phone faster then their cable connection dint get any help from-the operators are just passing my call from one to other put on hold and then close the call.
They charged 30£+ extra a month at the end of contract refusing to give any money back or offer you a deal.
What BT are doing is lure good deal with new costumers and as soon are hooking you on contract they just ignore you but are very good on charge extras.
For the peace of mind stay away from them unless like me you had no other options as they run all lines
One star ratings is too much for them.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

not sure why there are so many negative reviews; we have had BT broadband/phone for 11 months now; never had any problems, fast speed (usually around 50 MBps - as 'promised') reliable landline - only reason we're (probably) going to change is that the initial 12 months discount expires... and now things get really expensive :(

• Satisfaction
  4 stars
• Customer Service
  4 stars
• Speed
  5 stars
• Reliability
  5 stars

My first experience with BT Broadband, which was a quick fix for my VOIP requirement, is that the engineer didn't even turn up and I have to wait three more days for an update. Rubbish!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Strongly not recommending BT!!!
BT Breached all codes of practices and they simply don’t care!
Charging for the speed of 67 MB, delivering a speed below 11MB, insisting to get me paying full contract of 18 months even though their emails says I had to pay only for the service I have received!!! Ignoring my calls and emails even on social media so the 14 days would pass so you would have to pay the termination fees!!!
No matter how many years you have been a loyal customer, Just Wait till you have a problem and this is when they all get very rude to you starting from advisers up till managers!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Diabolical customer service. They frequently fail to call back even when escalated to personal case manager. Engineers that come out are clueless and don't report back the problems, end result is order Jan and cancelled in September with no line even being fitted.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

It’s really horrible and poor service . I move from London as well I call one customer assistant just change and not inform enginier for change Bt connect again I called them what happen I don’t have internet connect . Then another assistant told me it’s only change Adress mention your profile not move your line mention . As well they gave me new contract but without internet . They told me it will be connect inside 24 but not next day I call them every body just only talk with me just 1 minute then cut call , I am really tired , when I told I wanna leave then they stay with me long time without cut my call . Never join with Bt , expensive even poor service .

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Utterly useless company. 6hours on the phone, always the same response with all of their staff... I'm sorry to hear that, let me sort it out... then they dont.

I ran up Virgin and within 20 mins got my wifi at £10 cheaper and it was up and running within 3 days.

AVOID THIS COMPANY

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

miserable services, totally disappointed.paid £7.99 for a one-day voucher and never got the code. tried contacting customer support and all 4 operators I have asked for help have shut the chat window.
most rude, unhelpful and useless people i have ever seen in customer service!
basically, i have paid for some services i still cannot use and their operators refuse to help.
this calls for a complaint to financial ombudsman, i would have never thought that bt is stealing customers' money! shame on you!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Switched from another company to BT and had a horrible experience. Their TV service is different from their competitors (Virgin and SKY) meaning I had to rewire all the aerial/antenna system. Also, you need the tv box to be connected to the router, which is not so obvious. I have my router net to my computer for work reasons, and I cannot have my computer next to my phone line and TV at the same time. SO I had to turn my house upside down just to get the cable connected in the right place.
The installation engineer came and did not even open the router, he said I could do it myself.
Total madness

• Satisfaction
  2 stars
• Customer Service
  2 stars
• Speed
  2 stars
• Reliability
  2 stars

excellent customer service - glasgow call centre of all places!

i've never had any problems with the internet.

wanted to switch to cheaper broadband provider but was put off by the bad reviews of other isps.

call and haggle for better price at the end of your contract - if need be call more than once. they do reward loyal customers.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

Would give zero if possible. I was with EE and BT 'slammed' my line, cutting me off. EE tried to contact BT to get the line back but BT refused, I contacted them myself and got no where. I had nothing to do with this company yet they managed to cut my internet off due to their own error and then refused to fix it. No internet for 3 weeks, eventually had to leave EE and go with Virgin as they have their own phone lines.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Utter rubbish since getting bt I have nothing but trouble always getting cut off with internet signal saying authentication problem. I reset hub more than once still didn't resolve it I restarted. Y phone making sure that wasn't the problem still didn't solve it. I can't connect to my hub and neither can my kids customer service only open till 22:45am from 7:30am no one on live chat after 22:45 I checked my service in my area it said that the was no faults which must be a load of BS I can't log in with my husbands details (as he is the account holder) kept saying I put the password in wrong to many times,even though it works when I use bt openzone when I am out and about.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

2 Years and we have had a fault every week. We have spent days off work waiting for engineers to come round, we have had our business disrupted constantly (self-employed) and lots thousands of pounds through downtime being unable to operate, we have spent the equivalent of what must now be days on the phone trying to raise fault notifications and complaints and we get nowhere. We get charged full price for a service which is operational 50% of the time. We get no compensation and ultimately, the issue never gets fixed. We are leaving.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I had the ‘20’mb connection. Equating to roughly 1-2mb at peak times and about 4mb at its very best. Can’t even watch a film at peak times with good quality picture.rendering it near enough useless in the evening.
Was told that unless I dip below 0.5mb download then that’s still acceptable. That’s 2.5% of what’s advertised. 2.5%!!!
Avoid at all costs. Had to pay £100 to leave my contract early.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  3 stars

Shocking customer service, read all these negative reviews before joining but thought I knew better and try it out, regretting this decision now, will see my options as I am without a phoneline and broadband since BT cancelled my Sky subscription without properly processing my order, so now left without anything for minimum 2 and a half weeks, the customer service when I rang up was the worst I've ever known, no one could help me, and the lies and deception from them to get rid of me and transfer me to department tondeoaetment was bad.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Total rip off artists. Waited 3 weeks for an install and then 6 months layer got a charge by dd for £240!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Most shocking customer service Ihave probably ever experienced ! Systems and ways of ordering are utterly shambolic ! I moved house and could not get my new service sorted despite many phone calls and hours of my time . Told something different every single time I called . Got given a 2 month post move date for activation then when tried to order new order online got given a date for a week ! It’s a complete joke of a service . I have been with lots of internet providers none of which have been great but BT tops it by a million miles as most shambolic chaotic service with systems in place that are inadequate staff that are either useless or are completely crippled in what they can do by their computer systems . Would not recommend to anyone and as soon as my contract is up I will be leaving no matter how good their tv packages are ..... it’s just not worth the hassle when things go wrong , If my dealing of problems in
My job we’re the same I would have been sacked a long time ago !

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

Shocking customer service - I wish I could leave and go back to Virgin but I would have to pay over £200 on the cancellation fee.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  2 stars

I got disconnected every hour for a whole year. I called their technical department every week to report it. Each call took at least 45 minutes, after being on hold, security questions and the tests they had to run. Every time, they told me there were no faults on the line, and therefore wouldn't send an engineer.

After complaining, an engineer was sent. He said there were loads of faults on the line and couldn't believe it had been left in such a state. When I complained, the customer service completely ignored my complaint. I escalated the complaint to Cameron Skupski, who was completely useless. I'm still awaiting a response. Horrendous experience.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I'm so ******* done with BT it's absolutely slowest internet I ever had!!!! Paying monthly is more than 50£ FOR WHAT???? Always disconnect's , very slow, and Then you try to contact services and after you trying to explain the issue they hang up the phone! You know you can find it better network for 50£ in month so I'm so done.!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

I cant pick up my router from the conservatory and we're in a normal 3 bed semi. It also loses connectivity quite often. tried to get this resolved but they just run the same tests and threaten to charge me £150 to send an engineer out.

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  2 stars

Constantly broke down and ran at speeds far below what we paid for. Customer service is awkward and clunky. At one point we had an engineer in to fix the box which he said there'd be no charge for. Then, three full months later, he apparently has decided there is a charge, resulting in our final bill being inexplicably almost to £200 instead of the £60 it should have been.

Avoid if you're a student or, for any other reason, have a fragile bank account. The amount of times we've been hit by seemingly random and unexpected charges under these guys is frankly an absolute joke.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  2 stars

We can't even rate Broadband speed and reliability sections because we didn't even get a connection sorted!
Simply put, we had the worst customer service experience in our life... We were recommended BT Smart Hub by EE staff and we cancelled our precious EE broadband contract and bought BT Smart Hub. It was supposed to be available from 3 weeks ago but then it never happened because of some issues BT had. We made total of 12 phonecalls to check the progress, and each call took 30-1hr. Worst thing is that none of the staff members had clear answer, nor kept a promise to call us back. So after 1 months of no internet period, we decided to cencel the contract.

It seems that their rapid growth in their business is not in parallel with the improvement of training programme for staffs... we were very disappointed and with we didn't stop using our previous router.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Thieves. The internet in my flat has not been working for a week now. Called them several times and they always say and do the same useless things. The usual switch off and on. They said that if I want to have an engineer coming to fix it I may get charged £120! It's your internet that is not working and I have to pay for it? It's a shame that there are no good broadband companies in the UK. Avoid

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Took a 24 month contract and PROMISED the price was fixed for term!!!
I was lied to!!!! They increased it!! Now,after I told them I'm leaving, they phone to see if they can beat the price I've been given!!! NOT A CHANCE BY !! YOU'RE RUBBISH!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Cuts off every day. Never works. Has been happening for the past year constantly. Kicked me off 8 times in an hour. Get sky

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  1 star

Complete ****. Got kicked off 8 times in 2 hours. Never works. Complained multiple times and they don't do anything. Get sky

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  2 stars
• Reliability
  1 star

First the positive- The broadband speed was fine and the service was reliable about 95% of the time.

And that is the only good thing I can say. the customer service is APPALLING. I have wasted hours of my life trying to get seemingly simple things sorted out. Firstly they changed the installation dates 3 times, the final time without telling me leading to costs being incurred through the previous provider (they changed it 3 days early, leading to a penalty fine from the previous provider for still being in contract). Then they didn't transfer my number. And told me they couldn't because. [insert whichever lie they decided to tell that day]. Seriously, no 2 people ever gave me the same answer as to why I had lost my phone number. Including one person who said it was impossible to even have the number! A surprise to us, as it had been our number for 3 years.... After 3 months of complaining they gave me £20 in compensation!! Then it took 9months for them to give me the award card I was owed. Because their system was wrong. You have no idea how frustrating it is being told you're wrong, when you have an email FROM BT telling me I was in fact correct. The final straw was when they raised the prices. this gave me a way to get out of my contract without a penalty and STILL they are screwing me around.

Nothing is ever easy. Everytime I contacted them I had to speak to multiple people, who would all open new complaints rather than deal with the one already open. Or insist on closing a complaint that wasn't fixed. With a few exceptions the support staff I dealt with were rude, at best incompetent and on more than one occasion lied to me.

AVOID BT AT ALL COSTS. If you have no problems you will probably be OK, but even minor problems will probably take weeks if not months to sort out.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

Just shocking all round. Poor speeds, unreliable connection, poor customer service... the list goes on. BT under the misapprehension they still have a broadband monopoly. Off to Vodafone.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

The most disgraceful customer service ever. All the staff are ridiculously unhelpful and have done nothing but make our lives miserable for the past 3 months. The internet did not work for 3 months and every time we called for help either someone was misleading, the staff lied or hung up during the middle of the call. Appalling service and internet connection. This company should be ashamed of the name they have built for themselves as so many people are complaining about them and so many unhappy customers. We have been lied to and spent most evenings on the phone to customer service instead of relaxing at home with the family. Tragic company and customer service. Would not recommend BT to anyone as they take you money and provide you nothing. After 14 years of being their customer I am shocked by what we have experienced.

Absolutely horrendous.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Literally furious. Why, why on earth do they exist to cause such misery.

The worst steaming pile of overpriced horsemuck.

The connection is terrible, their custom services are useless. Their website is always under maintenance when I sign in to try pay a bill, their Indian call centre is so frustrating,im done.

Going to set fire to their equipment and walk away.

STAY Away from BT.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Appalling service. Ryan was so rude and difficult to work with.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Was only with these cowboys for less then 2 week. They had me on the wrong package so called to tell them which they assured me would be sorted and someone would call me back after 2 days, no phone call so called again to be told sorry nothing has been done and we have no idea something had to be. They did nothing at all on the phone but did cut me off, so I called back and cancelled which they didn’t even hesitate to do. Now I’m without internet and have transferred back to Virgin. STAY away from BT, absolutely poor customer service.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

After being with TT for many years of trouble free service. I got a call out of the blue from a BT telesales person, who basically lied to me that I would save a lot of money by switching to BT, which I fell for. What a mistake, it was never the price that was given to me, we couldn't receive incoming calls for 6 weeks, which they couldn't explain or fix, no matter how many times I called their useless helpline. After being with them for several months, the set top box would only tune to Welsh TV channels, which was permanent, no matter how many times it was retuned. The helpline is useless, their only advice was to retune the box, or it was the TV aerial, I told them I had retuned it 10 times or more, and it was a new aerial, then to be told " I don't know what we're going to do ". The final straw came when after 8 months they notified me that my bill was to be increased by £25 per month. This was just for a basic service. I cancelled my direct debit and just lately I have been receiving letters from a debt collecting agency, demanding substantially more than a months BT payment plus 25 percent what BT added for administrative cost. DONT USE BT THEY ARE A LYING THEIVING JOKE.

• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I had a website built by BT. They tied me up in a contract, the contract ended but I continued to pay and use their services. I transferred the service and they continued to charge. I cancelled and had to cancel via two separate departments and they refused to refund any money due to not informing them.

It turned out that I was paying £36 a month for "management fees" that I did not need at all so BT have earned very nicely indeed!

I have also been paying £24 every quarter for hosting and required only hosting after the 1st year.

So yes BT was charging me £42 a month when I should have been paying only £6 a month.

When I phoned BT to cancel and BT said they want more money as notice is required - I said I will pay but will let everyone know what the BT Corporation is like (she said "you are more than welcome to do that" ). So they are on...

BT gave me an 0800 number that linked to my mobile number but did not get missed calls or any answerphone. So I missed out on customers.

BT gave me email addresses linked to my domain but was not able to setup the password and server details to access the emails. So missed out on any emails sent to my advertised email addresses. This was an ongoing issue with many calls.

BT deleted all my emails on their servers once I had transferred the hosting although I was still paying.

BT put the phone down on me when I asked them to look into whether they could retrieve my emails on their servers (I know because they did not call back). This is expected as I am a leaving customer.

BT purchased EE and without delay Orange's reputation was gone, their customer service went down hill, trying to worm out of warranties and prices hiked.

BT said the website they created me was terrible and I needed to upgrade to £150 a month from £36. A year later when I made inquiries they said that the company they used is no longer trading and I did not get the upgrade at all, so they refunded the money back dated.

In summary: BT are too large, too controlling, too financially focused and uncaring towards its customers. They have the money for large advertising campaigns, to buy other companies out and to perfect contract terms/conditions to their advantage. They don't have the necessary knowledge to assist you with technical issues.

In fact I think a small claims court may get me several years of management fees back as they have never been used. I will report back how that pans out.

I beg you to not use BT and to inform your family/friends to avoid like the plague.

Thank you. Together we can make a difference.

Are you still considering BT? Think I may be unlucky one customer? BT charged me an additional £5 a month to have "itemised bills" that had nothing to itemise. I phoned to cancel and ask for a refund and they said "no it is your responsibility to cancel it even though you did not set it up".

BT (Be There).

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

BT have an OK broadband speed, this is not just me but other people I have spoken to. However they also have a very poor customer service, and broadband reliability is something which almost doesn’t exist when you’re with BT. Internet randomly shuts off, currently using my mobile data to write this review because the internet shut off again would you believe it or not. Wouldn’t recommend, go for Virgin Media instead.

• Customer Service
  2 stars
• Speed
  3 stars

Very disappointed. Worked well for 9 months then problem after problem and poor customer service. Helpful and polite people but sent around the houses. Ie told what I wanted to hear. We think problem is router. One will be with you in 48hrs. Someone then tells me order was cancelled. Another tells me it was never ordered. No Wi-fi for weeks. A member of staff hung up on me on live chat. No I want rude. Told today problem was with my devices ie suggesting I ring 6 manufacturers and complain to them.

• Satisfaction
  1 star
• Customer Service
  1 star
• Reliability
  1 star

Signed up for 18 month contract and Paying for SUPERFAST FIBRE Advertised Average speed is 50Mb. Only getting 0.01Mbs!! phoned the call centre and they say my guaranteed speed is only 0.5Mbs!!!. They said it said this in the small print on the contract and laughed at me saying " Ha Ha Ha.. You did not read the small print" upgrade to the fastest service, I am already paying for the fastest service available, why am I being charged for premium service and getting slower than dialup? I work from home and can't work, it very frustrating and my employer is not impressed I could lose my job over this.I have spent 12+ hours trying to be understood by a foreign call centre. They won't do anything to try and help me BT don't care if I loose my job over this!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  4 stars

I have three problems which have not yet been resolved although I have contacted customer service +20 times. No help from online chat or when phoning customer service.
1. BT sent an engineer to install internet and BT TV. The engineer installed internet but not BT TV. I did that myself and cannot get all the channels I was promised.
2. It is not possible to activate BT ID which is necessary to pay invoices. I was asked to give a security question - my mother's maiden name - when I ordered BT that would later be used to activate BT ID. When I am asked my mother's maiden name they say it is the wrong answer - I know my mother's maiden name.
3. When the engineer was in my home to install internet and BT TV he damaged the walls, two clearly visible, medium sized spots on the paint on the wall. I have made a complaint and received no reaction or remedy. Dont order BT internet/TV.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  4 stars

Bt are an absolute disgrace, 3 weeks waiting for a refund, told I would get a call back almost daily, still not sorted, customer service is next to non, there's been 2 advisors out of all of them I've spoke to that have actually tried to help. Getting through to someone that knows what they are talking about is a mission in itself. Very unhappy ex customer!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Had a great service until after 2 years with broadband the contract ends and I end up getting charged £50, for 2 months in a row.

It was really nice for BT to tell me the contract would be ending and I would need to give them notice before leave. Absolutely appalling! I would recommend them highly before this happened, but I will not be returning in the future!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  5 stars
• Reliability
  5 stars

What a total waste of time Bt are the business disruption is absolute top notch.
From getting the addresses wrong to not actually turning up or phoning anyone to let us know that they are not coming even after waiting all morning. The engineer could not even ring.
I could go on forever.
Our new phone system will never be in and working. Incompetent company. That is only interested in signing the contract.
It is now stopping the move to new premises.
Ffs

BT are without any shadow of a doubt the WORST company of any of the telephony provides. Their customer service is SHOCKING, we tried to cancel our domestic line, they incorrectly cut off our business line and broadband. We are a retail business and could not take card payments for a week. To cap it all they tried to charge us to reconnect even after they admitted it was their error and tried to tell us we were in a new contract as a result. They really shouldn't have the name "British" in their title, they are a disgrace to this country. Ive had to spend countless hours on the phone to them, and with their overseas call centres getting anything done is nigh on impossible, assuminy you can actually understand the person you are talking to. I will be ditching BT business in favour of Virgin Media business (I have Virgin Media at home now), they may not be perfect but they are a darn sight better than BT

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  5 stars
• Reliability
  5 stars

I have been with BT Broadband since FTTC became available in 2015. I have no complaints at all. Performance has been fast and rock solid, although I have been using my own router rather than the BT HUb. Customer service has been very good (by phone and on-line chat). The cost is on the high side but I am reluctant to switch to cheaper and probably worse competitors. One last point, this is an honest review of my experience with BT as a customer. I have no oher relationship with the company.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

BT Broadband- The Worst Customer service I’ve ever Experienced. I signed up for BT TV and broadband having recently moved house. The installation was meant to be free but they charged me £59. Called to complain and was told the refund would be in my account within 24 hours. One week later had to call again as still no refund. Finally got that money back a few days later.

On the day the installation was due to happen I didn’t receive any communication so checked online and it showed the engineer was confirmed. Just to be sure I used instant chat and was told the same thing. The time slot came and went and the engineer never showed. Called to complain and was told they didn’t know if I needed a new line so rather than check or ask they just cancelled the appointment I had waited 6 weeks for.

Decided 3 complaint calls was enough before even getting the service so decided to cancel the contract. It then took a further 4 x 30min+ calls over 3 days for them to actually cancel. Two weeks on I still haven’t received my refund for the engineer cost and have been charged a bill for a service I never received. Another two hours on the phone and many promises made and I’m still waiting for a refund.

I’m sure the service is great if you ever get it but if you have a problem forget about it because no-one there seems to be able to help. They are very apologetic and all promise to help but they all blame the processes or the systems and there doesn’t seem to be any joined up thinking between departments.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Our whole experience with BT has been terrible 6 weeks to get connected, countless calls to customer service, been on hold for countless minutes 55 minutes one day!! Miss informed, cut off, passed to 5 different departments. Finally up and running, we have fibre but it drops off. TV package is a joke wish we had stayed with sky

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I have been with BT for 10 years and watched their customer service slide and slide to the point they are unreliable and take a long time and a lot of calling to resolve basic problems. Staff vary in knowledge and helpfulness.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

Absolutely useless!!!!!! Cuts off all the time!!!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

if i could give 0 stars i would. thought talk talk was bad until i switched to BT. no wifi absolutely anywhere, be prepared to be charged over for your phone bills because youre going to need your data

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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...

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  5 stars
• Reliability
  5 stars

I left sky to move to bt only because I wanted bt sports for the champions league and sky was not offering that service. It like leaving an ok relationship in search for a better one but instead find yourself in a worse relationship but u can not leave because of the kids. In this case bt is bad relationship and the contract is the kids. The customer service team is really poor at their job. I woke up this morning with my services down, I phone in and the first adviser I spoke with hang the call off because I asked him to give me 5 minuets to find my customer number, when I phone back in to explain what I went through with the first customer service advisor he didn’t stop to think that I am not happy but better still talk over me. I then tried to explain that I make arrangements to clear up my account on Friday 17th August he went in confrontation mode saying my account was blocked because I didn’t pay my bills and the extension time slot is 7days. I tried to make him understand that bt customer service team is really poor at their job just by everything I experienced that I can’t recommend anyone to bt. This isn’t the first time. It is the fourth times this happening the first three was my internet being very slow but for every time when I call back in to cancel my services I will speak to one of the good once I was asked to upgrade my service. Right now I can only take enough if this continues, my only option is to leave and for me personally I won’t recommend anyone to use this service.

• Satisfaction
  1 star
• Speed
  2 stars
• Reliability
  1 star

On 6th of July a month in advance I made a call to bt customer service and asked to close my account and stop providing services when my contract ends which is 6th. Bt guy said that my contract ends on 15th of August, I asked to confirm that I won't be charged any extra money and I will be refunded £43 because I'm paying upfront, and the BT guy confirmed that is correct. Now turns out BT guy was lying, I still have BT service and I was charged £58 and not refunded !!!

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

It's just rubbish,my previous provider was so much better, in fact my non fibre broadband was more reliable.BT haven't come up with a reason and despite this and whilst I'm paying £33 per month they have the cheek to tell me last month that they are to increase my
Monthly fee.Ha ha
Don't do not.. Plusnet way better.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

I didn't get past the first hurdle with BT. I called them, as a potential new customer, to just enquire about a deal. I found a deal that suited me, but emphasised I would not make a commitment before I had a chance to think. Foolishly I gave my address, phone number and email, but happily no bank details. Soon after I had emails showing I had an account and a start date. I thought this was wrong as I had not agreed to this, but thought I would go with this, any way. The start date didn't suit me, so I called to change it. It took them 52 minutes to answer, by which time I was seething. I decided if this is typical customer service then I would cancel the order, that I had not agreed to. Bad way to treat people BT and I'll have nothing to do with your dodgy business practices!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Very poor customer service as they insist they sent a letter regarding 2018 September price rises.
As I am greater than 30 days since letter was sent I cannot cancel my contract.
This was the same senario the last time BT INCREASED its prices.
Funny how these letters are very in portal but are not sent recorded delivery.
What a joke.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  4 stars

I didn't get past the first hurdle with BT. I called them, as a potential new customer, to just enquire about a deal. I found a deal that suited me, but emphasised I would not make a commitment before I had a chance to think. Foolishly I gave my address, phone number and email, but happily no bank details. Soon after I had emails showing I had an account and a start date. I thought this was wrong as I had not agreed to this, but thouhgt I would go with this. The start date didn't suit me, so I called to change it. It took them 52 minutes to answer, by which time I was seething. I decided if this is typical customer service then I would cancel the order, that I had not agreed to. Bad way to treat people BT and I'll have nothing to do with your dodgy buinenss practices!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Absolutely disgusting. I was having connection and speed issues with my old provider "NOW TV", and was promised the world if i moved to BT. What i signed up for was BT infinity with all calls just as NOW TV at supposedly £38.00 per month. What i got was a huge bill in the first month for calls made to Poland which they failed to include in my mi-sold package. The usual messing around online and on the phone persued, and they then had to increased my package price to £45.00 (naughty naughty), to include the international calls which NOW TV actually provided for £38.00 and which i was promised. Another week or two and i receive a letter in the post informing me of another price increase of up to around £50.00 per month to keep my package. Again i complained and was told i could have my package frozen at £45.00 if i renewed my contract (naughty naughty). After a long discussion with an adviser i was told that i was also actually paying for sport channels which i never asked for. I took his advice and had the package changed yet again, and was fairly happy with the service at £45.00 per month. Then my speed and connection problems came for another visit and i spent hours on the phone trying to sort it with another technical adviser. It was found to be a faulty router which i was promised was the best thing since sliced bread when they mis-sold me the original package. A new router was sent and we all had fun re-signing passwords once again. Then my next bill came in!!!! £61.19. I was by this time furious and sent some choice word emails and once again messed around on the phone and online. THREE times i was dis,connected from a live chat and nobody wanted to help. After blowing my fuse and making threats of desertion i was told sorry Mr Stephens but they have made a mistake with your call plan and have charged you for local and international calls. They had also messed up in both June and July and simply added the extra cost to your new bill, but here`s £7.00 back as a refund.."yeh right".. Absolutely disgusting. I have now cancelled my contract and moved on because of their persistent errors and incompetence. Now they call me and tell me i have to pay a fee of over £400 for leaving a mis-sold contract to early. "Bring it on BT". I am so looking forward to our day in court when your incompetence and persistent lies are made public.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  2 stars

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.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

Absolute rubbish.no broadband for over 9 days so far still not back on. Phoned numerous times to be told it'll be on within 48hours and it still hasn't. Been hung up on twice. Can't understand the foreigners. You'll be waiting for ever just until someone picks up the phone! Most useless company ever to deal with

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

This has to be the worst service we have ever had from any provider. On going issues from 24 hrs after install. 5 months on still not resolved to be constantly told there are no faults. So why do we have no broadband or phone line working????

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Firstly my reason for writing this review is that they mis sold my family to a worst broadband not telling us we would lose are fibre place. And for several months we've been hetically trying to find a solution and BT and EE have not co operated or taken action.Secondly they surprised us with nearly doubling the amount of money we had to pay for our monthly contract. And our broadband has become more slow. We are deeply disappointed with BT after being a customer with them for more than 8yrs. And we don't recommend using BT. If it was possible i would of loved to give it zero stars.

DO NOT go with BT total joke my bill has gone up they failed to inform me regarding this if i could give them zero stars i would they solve nothing when you call them ither that or you can't understand a word of what there saying. DON'T GO WITH BT

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Just Diabolical

We have went through 6 hubs all of them undoubtedly terrible. So i live in the country side, a few miles outside Ballymena and bt is terrible. Is funny (not really) because all bt want is money. It used to be i could have my phone, laptop and Xbox on the wifi and it would still be strong but one day as promised bt said they’d put fibre opic in the area we were super excited but all they did was slowed all our wifis down to crawling speed and the only way to speed it up to what it used to be is by buying fibre opic which is an extra £25 pounds a month (we already pay £35) hate bt and when i grow up (im 15) im gettin sky or something better because bt is terrible in every way would say about the other points above but i dont wanna bor you

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

By absolutely rubbish - current download speed 0.6 mb just not good enough for anything and spending £75 a month for nothing!! Total waste of money!
do not use BT.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

Out of contract and moving home I reluctantly paid bt’s extortionate month by month costs before finding a better service elsewhere so cancelled the dd at my bank.

My bank then informed bt and I got the expectedofficious call to ‘investigate’ why. I informed them then on the phone I wanted nothing more to do with them and cancelled.

Big mistake doing it verbally as bt maliciously kept my account open! That was two months ago and I am still receiving threatening demands for money I cannot afford and with no written proof I cancelled am subject to continuing extortion.. threatening language in their emails escalating despite attempts to sort it out humanely; the nasty Corp bullying lying fascists!

If I don’t submit and pay what they demand I face debt collectors and reporting to credit agencies!

Charming BT!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

Appalling service..They 'conned' us into a further 18 contract while we still had 6 months to go on our original contract.
Didn't find out until we decided to leave...Then they wanted £200 penalty.

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  4 stars
• Reliability
  3 stars

BT provide the most atrocious, awful, poor, unacceptable, unsatisfactory and the worst and most terrible internet ever. I have been with many different internet providers and BT of all services has absolutely shocked me with how godawful their service is. BT say they are supposedly and I quote "the most best and fastest internet provider" out of all the internet providers in the UK. Well if you as the public people want a real and honest answer then here it is. BT are such false advertisers and it is completely ripped off the internet for over 1 whole year now has been turning itself on and off every 1 minute so for every 5 minutes our internet switches itself on and off about 20+ times and that is completely ridiculous they do not provide any satisfactory customer service whatsoever and I say their company and everything else is a complete failure to themselves and to me, my family and everyone else who is still with then at the moment because I don't know if anyone else is having too many issues to count but if so don't be shy at all to speak out because I am no longer staying with with dread nightmare awful and absolutely God dam horrendous service any more i get more data from my ee data plan (4g) so that says it all. Thank you for my service.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

BT is quite inefficient. I cannot access my billing. Whenever I want a new password the activation code will not come with email open. The BT page will not work on top of open email. Basic inefficiency.

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

Promised £140 mastercard voucher advertised as part of the deal never arrived. Online customer support chat system is rubbish. Landline charges are insane. They increased charges within one month of me signing the contract. Broadband sync speed shown on the router is less than 1/3rd of the “guaranteed” speed. Totally uncompetitive product and service which they can only get away with because they are the default landline supplier. Please avoid. I used to be a Virgin customer and although not perfect they were WAY better than BT.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  4 stars

Poor service as even when I complained I was told a manager will call me . Never received a a call back . Never received refund for the days I did not have the broadband service and this has happened three times despite promises. Now thinking of moving to Virgin as they have their own lines as they do not rent BT lines . Will challenge the end of the contract if need be and welcome feedback from anyone who is on the same situation. BT should not threaten people that they have to pay for the full contract if they can’t deliver the service and this needs to be decided in a court of law .

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I strongly NOT recommend BT.
I’m BT user for 6 mounts and I’m very disappointed. The internet is very unreliable. My smart Hub restarts almost every day and even the TV channels stops sometime. I was watching F1 Stonehenge and I missed half of the race, I was really pissed off. Beside that I supposed to get BT gift card with £120 on it. I assumed I will receive by post or I will get email for any info, after few mounts when I asked them the response was my card expired. I had 90 day to claim but nobody told me, due to I didn’t I lost my gift. That was one of the reasons why I switched to BT. Firs time on BT and definitely last!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Absolutely awful.

I switched from now tv and have been without broadband for 3 weeks and counting. I'm also having to phone daily to keep things moving.

I am extremely regretful of ever switching to BT. They have been the worst isp I've ever had the misfortune to use.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I utterly resent using these people. I am paying 45 a month for 8mb download and that has been completely unreliable on a daily basis, I have so many calls logged each time after a few weeks the service drops back to unusable. This all resulted after moving, in their defence BT was ok at my previous address. BT as a company should not be granted the monopoly to dictate our internet infrastructure as we are clearly falling behind our competitors in Europe, whilst they make more and more money. You are a disgrace BT and all the directors involved.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Literally the WORST customer service I have experienced in my 32 years of life. Ordered broadband on 5 July (it’s currently 31 July) after the IT team cancelled my appointment to set up my internet WITHOUT my knowledge the team couldn’t figure out why the broadband wasn’t working, so after 4 calls and 72 hours of waiting between each call, they set up a service tech appointment. The tech never showed up. After I called, the CS rep said they couldn’t do anything until 24 hours had passed after the missed appointment, at that point they could reschedule! This company is an absolute joke.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Terrible and horrible. Never again. Do not use BT internet

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Left BT years ago. Went to Sky but found badly affected by the weather so moved house and changed to Virgin. Price doubled at end of contract so was recommended to BT. Have a bundle and nothing but problems. TV channel choice is rubbish. You absolutely have to have unlimited broadband to operate properly despite being told basic package would be fine. Sometimes you get someone who knows what they are talking about, but generally you get an idiot who cannot solve an issue and just makes it up as they go along. Bitterly regret returning to BT as, if anything, worse than it used to be and now stuck with a long contract.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  2 stars

I believe I have had one of the worst experiences with BT. They increase prices without notice although I was guaranteed a price for a certain time period, I need to restart the router quite often to get a decent speed although theoretically I have 50mb infinity 1 broadband and live in central London. I will change suppliers now as my experience with them is just bad and not worth the hassle.

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  2 stars
• Reliability
  1 star

Do not use BT.
Had nothing but issues with them from the start.
They constantly put up prices too.
Every time there is an issue I have to call them so many times and even then it’s not sorted out. They recently sent me a free upgrade on broadband hub but didn’t tell me they’ve restarted a 24 month contract. Shocking company. From January 19 I’ll be paying £50 per month until July 2020. If I cancel the contract I’ll have to pay. When I query anything they have said they say we informed you which they DID NOT otherwise I wouldn’t have accepted the FREE upgrade. I definywould not recommend BT!

Our broadband has suddenly become much slower even though WE have not changed anything. It's gone from 4.5 mb to 1.2 mb in our area so we can no longer watch any channelling the iplayer. I think BT stinks!!!!!

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  2 stars

Being a customer of BT is a condemnation to a torturous experience. If I had to choose between using BT or returning to the dark days of no Internet connection, I may as well choose the latter because they are essentially the same thing but I don't have to pay money for the 2nd option.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Pay nearly a hundred pound a month for this and can’t even play one console game without disconnecting, rediculous and we even have been sent multiple routers.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

ABSOLUTE TRASH. the slowest wifi ever.
27 kb/s is the worst. had an engineer out and didnt help one bit. The first engireer also didnt show up. Abominable and horrendous service and wifi. I think you should stop providing wifi and go away. No one should ever use your services and save their money. Plusnet is better than u. Screw u bt

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

All OK for the first couple of years - just one major outage that lasted for two days.

BUT...last 12 months has been totally unreliable...last month absolutely unusable at times with slow speeds and drop outs many times each day.

They keep insisting that there are no external problems in my area when I know for a fact that many others in South Birmingham have similar issues + the industry watchdogs have logged dozens of outages with BT Broadband.

Virgin Media here I come!

• Satisfaction
  2 stars
• Customer Service
  2 stars
• Speed
  3 stars
• Reliability
  1 star

Within a few months of signing up for an 18 month fixed 35 pound a month contract, the fee began rising. Eventually within 12 months that cost had risen to 50 pound. I spoke to their call centre about this where I was belittled, laughed at and told I was in contract so couldn't change without fees.

The speed as advertised was fast, but the customer service was atrocious and unacceptable.

I do not wish to subsidise their ridiculous football package options and rural BB customers so have decided to go elsewhere for half of the price and the same BB speed.

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  4 stars

Honestly, the broadband speed isn't that bad, but what makes BT so disappointing is the customer service and reliability. BT worked fine until about a year ago when it started cutting off for no reason. I've contacted BT and they said nothing is wrong with it. I only have 1 regret and that is staying with BT for this long. If you are looking for a good broadband, go to virgin... I would suggest against getting BT.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  1 star

Internet kept dropping out and i Spent months on the phone to them to be fobbed off and passed on saying they've found a fault but arnt sure what it is had engineers booked and cancelled without being informed so took a unpaid day off work for nothing they have no interest in fixing anything and have said I'm entitle to no compensation because it isn't total loss of internet it's only intermittent but what use is internet if it only works for 5 minutes then disconnects for 5 minutes and so on this is the worst broadband I've ever had and as for the call centres being up based what a load of manure this company should be called Indian telecom

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Don’t use BT!!!!!!
Ordered online a deal, in a week time checked my account and got message that my order has been cancelled. Contact BT and I’ve been told that reason is not visible and been suggested to reordered. Went online and Booooom reason for cancellation appears on my screen same offer £6 higher!!!!!!!!! Called them again explained, but nothig offer is diferent Sorry

• Satisfaction
  1 star
• Customer Service
  1 star
• Reliability
  1 star

Absolute nightmare organisation. No communication between any of the staff and up to 6 calls per day from representatives saying the same things over and over again! I believe they have an automated system which cant be switched off and they can only put notes on their system which, obviously, nobody reads.

Many of the calls can not understand what you are saying which makes it impossible to have a conversation. They just repeat the same thing over and over again.

Quite oblivious to customer service and will blatantly say you are a liar when you explain what the other represented said.

God knows how this company manages to survive - i certainly would never use them again,

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

BT are by 100 miles the absolute worst Phone and Broadband supplier it has ever been my misfortune to deal with!
They have a service contract Leadtime of 14 days to reconnect an account to the exchange when you move house. It takes nothing effort wise to carry out this work and yet they insist on doing it through their (non official) side kick company Openreach. Two price increases in 6 months and they don't have the resources available to connect a long standing customer on the same day.
Broadband is everything, without it you are dead in the water when you most need it after moving house.

Shame on you BT, one day hopefully you will be nationalised again as all country infrastructure should be so it works for the good of the people and not fat cat salaries to people that could not manage themselves let along BT, look at Italy, how many of those fat cats had their eye on the ball? Answers on a postcard. All profit should be fully invested back into the countries infrastructure, that way we would not still have copper pair connections into many houses still, but fibre everywhere, most 3rd world countries outperform the UK in terms of their infrastructure and that is because BT have done nothing with the billions of pounds they have made over many years, other than pay ever higher salaries and shareholders!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

if it works the speed is in line with other providers but it only works 50% of the time

• Speed
  2 stars

Absolutely appalling service! Please do not use BT! Had to wait 2 months for the Broadband to be installed without any communicating or updates from BT, I had to do all the chasing and challenging to ensure that we eventually got internet at all! We were passed from pillar to post each time we rang customer services and each time promised that the issues would be solved-each time we were left disappointed.
To further the disappointing experience that we’ve had with BT, after the broadband was installed, we received numerous bills stating that we owed them money and adding unpaid bill charges onto our account. When I set up the account originally I had added a direct debit which was being taken out of our account, so was baffled as to why I was receiving fines when I had been paying the bills. After having to call BT again to sort this issue out I discovered that they’d actually set up two accounts in my name and where trying to charge us for both of those accounts-one that I was paying for by direct debit and the other one that they were sending us bills for! I couldn’t believe the incompetence and sheer cheek! They apologised and said that they would reimburse us and sort out accounts so that there was only one. A week later….we received another bill-again adding fines for not paying! An on-going joke!
Ironically, we went with BT as they are a well-established company who we thought would be good at dealing with any issues: an absolute untruth! Just awful!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I had to get BT as virgin is not in my area. Worst bradband speed and customer experience ever. 4mb download and 0.5mb upload on a 38mb package witch is a lot slower than the 200mb virgin bb i had. 4 different excuses as to the fault. Hung up on by advisor twice. Engineer never tur ed up. Then told me the fault was fixed when it clearly isn't. As soon as virgin are in my area bye bye BT. You are 10 years behind and the customer service are horrendous and ill advised and I suspect no IT eduction in any way. Probably read from a script.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I was with BT for 12 months customer service was not always hepful usual answer was "It's working okay our side" they advertise as being customer orientated but in truth no better than some others and mt broadband kept dropping out and was slow even though i wax on tge fastest fibre

• Satisfaction
  3 stars
• Customer Service
  2 stars
• Speed
  2 stars

Left BT many years ago due to atrocious customer service. Took up their offer of faster stronger broadband and also signed up for BT Sport. The broadband promise never materialized, I still don`t have BT Sport due an unidentified technical fault and when I attempt to speak to someone then its either a long wait to speak to someone or a chat with someone who`s handling a number of clients at the one time and is untrained and keeps saying I`ll be right with you in two minutes but inevitably can`t help you because "that`s dealt with by a different team" etc etc etc but they`ll be with you in two minutes etc etc etc
BT customer service has deteriorated from atrocious to mega atrocious.
Don`t go near BT unless you have a bottle of wine and some valium to hand and time to spare.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Have had problems about 1 month ago when broadband was dropping ...got through to Dublin almost straight away and they found out it was a problem at their end.

Worked OK for a month then dropping again ...got through to Dublin again...after checking - it was a problem at our end- identified as the very old Hub2. We received a new Hub4 by post the next day.

• Satisfaction
  3 stars
• Customer Service
  4 stars
• Speed
  2 stars
• Reliability
  4 stars

Absolutely unpredictable and unreliable internet connection, keeps dropping off. The customer service is shocking and they are either clueless or deny any problems. I will never use BT internet again in my life nor reccommend to anyone.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

My internet drops out constantly, I never get to do anything for 20 minutes until the internet suddenly goes off and I have to restart my router. This is the worst!

Customer service is absolutely appalling.
Numerous phone calls to many people who have no idea what they are talking about.
They disconnected my broadband but apparently were unaware on whatever system they were claiming to be looking at.
Then they booked an engineer who was in no position to undo the handy work of whatever genius decided to disconnect me.
Last of all I was told that if I wanted to reconnect I would have to enter a new contract.
A horrendous experience of going completely offline for weeks with nobody capable of sorting it out.
Never again BT, and to think how many hundreds of millions of public money this company pocketed.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I ordered Fibre Broadband on 20th April, was booked in for 22nd May... nobody turned up. Was re-booked for 11th June, engineers turned up but it turns out they was going to supply it wrong address... was re-booked for July 4th, i rang on 2nd July to confirm they was coming.... nobody turned up !! Was then told it was being put in on the 12th July... Only to be told this afternoon it isn't being done now until 17th July. Cancelled my order... useless doesn't even start to describe how utterly rubbish BT are... For a large communications company, it doesn't bode well when you can't even communicate between your own departments... Almost 3 months and still no service. Absolute disgrace !!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

The difficulty of setting up service from BT is an extraordinary experience.
Having received a14 page letter advising me of procedures,
benefits and the usual administration policies, l waited on the advised day, after cancelling work to accommodate the arranged visit.
The 5 hour slot for the engineer reached halfway, after -which I spent 40 minutes on the phone to ascertain the
likelihood of an appearance.
Having been given 2 order numbers, the result of the confusion was that my order was cancelled because of a
systems failure. Unable to give any indication as to when
an engineer could be organised - because the system would not allow it - I asked to speak to the line-manager who
unsurprisingly was “not on floor”.
I now wait with eager anticipation for the next instalment of
‘Systems Are Us’.
As a communication company BT can only stand for Bloody
Terrible.

• Satisfaction
  1 star

Been with BT for many years now, only ever had one drop out in all that time. BT told me my broadband/phone line bill will increase from £36.99 to £45.50 a month in September.
I phoned their customer services and spoke to a lovely Lancashire lass who dropped the price increase plus a further discount.
Now paying less than I was a week ago.
Well pleased!

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

The broadband was ok, no problem. But their customer service is horrendous. My husband's name is on the account and, when he left, I took over paying the bill but they could not change the name on the account. It just seemed beyond them. Either I close it and reopen in my name, but there is no guarantee it's not gojng to be more expensive, so I left it as it is. I phoned twice to renew the existing contract, in order not to be charged more - was reassured it will be 36.99 for broadband/landline package for 18 months. That was in Feb 2018, and in May I was charged 45.99. No one told me about May date when I was renewing the contract, so I left. Each time they kept asking me if 'I'm authorised to speak for the account" and the blimming husband's name keeps popping up. I paid by DD all 8 years and this is how they treat their loyal customers.

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  5 stars
• Reliability
  5 stars

Worst provider ever. internet drops out constantly, changed hub twice, speed is supposed to be 40mb but never get anything near that, around 5-10mb if lucky and now price is increasing for 2nd time in a 18 month contract. Know your rights, if they increase price mid-contract, you have the right to cancel. I am doing that and going to Virgin Media. At least its reliable internet.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

BE WARNED!! Terrible service. If you like your broadband company to use sly strategies to get you to pay more then BT are for you. They send you an email about renewing your sports then in the small print they renew your broadband only to increase the cost by £20 a month later! Also they don't appreciate loyalty. I called about the £50 cost of my broadband and they said they cannot offer a better deal because the better deals are for new customers only. Absolutely con. STAY WELL CLEAR trust me!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

just horrible. my internet is not working for 10 days now. I've been phoning them every day. they send me 4 engineers all of them were unavailable to fixed that problem.now when call them to cancel my contract they say I have to pay cancellation fee. I learned my lesson never going with bt again

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Price rises with no escape unless you agree to contract renewal or accept the price rise. otherwise if your under contract you either accept the constant price rises or

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Rubbish, I was told this is the only internet I can have in my new build house. Had to pay more for worse internet than I had before. What a monopoly/scam they have going here.

I am using them as this is the only choice.
Scam!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

The most horrendous experience I have had in 35 years of business. Our BT broadband was cut off after sevaral phone calls it transpired that someone unknown and completely unconnected to the business had been able to circumvent BT’s security and asked for the broadband to be terminated. I have spent over 9 hours over the last 5 days trying to get it reconnected. Despite BT admitting there had been a mistake and they are investigating my business has had no internet and as we have a VOIP phone system we had not had our telephone lines. I have made over 32 calls some lasting as long as 2 1/4 hrs (from which the so called manger responsible for sorting out the problems put the phone down on me principally as I had asked, for the fourth time, to speak her manager). Nobody is apparently remotely interested in resolvolving the issue and all this time my business is suffering. It is absolutely shocking they have a monopoly and behave like this despite it being their incompetence. I strongly urge anyone who reads this to never use BT Braoafbsnd if you can help it.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

Been having problems for a while now with my connection dropping out. Used there fault checker on the website. They found the fault and sent an engineer within the hour! WITHIN THE HOUR! new line installed and the cable put into a new place in my living room at my request. Now im not getting any drop outs. My speed has TRIPLED to within 5mb of the 80mb/s im paying for and upload is upto 20mb/s. All sorted and fixed within 4 hours of my initial problem. Cant fault that at all

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  4 stars

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

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  4 stars

I am in my fifties, so I had a lot of contact with service providers during my life.
BT is the worst company ever. Their service quality is absolutely shocking.
It started with the installation a year ago. BT outsources everything to a company called Openreach. Those are guys who simply don't show up at agreed dates like 3 times in a row, and if you complain about it, you get even insulted over the phone for free.
Now have a problem during the contractual period like a non working phone line. There is no way to call BT (unless you want to spend money with them). No one will ever attend the phone, not even after one hour hearing an automated voice telling you "your call is very important to us". Then try to contract them online. Immediately a window will pop up saying "some internal error ocurred". That's it. In other words: Dear customer, go "f.." yourself.
Don't ever hire BT.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Took out 18 month contract , broadband and phone , this included a reward card which I was told would be sent to me , nothing arrived I forgot about the card but had occasion to contact BT about a price increase this was also a surprise as I was also told that the price was fixed for the duration of the contract , not so said B T we reserve the right to increase your fees when we see fit . They also told me that as it was almost six months since I joined them the reward card was now out of time and they would not be sending one also I should have read the terms of the contract , this I'd probably right , but as I was told in the first instance that this would be forwarded to me I took it at face value . I asked for someone from that department to contact me but they totally ignored my request . This has left me with the impression that they do not value individual customers in the slightest , I do not think my association with B T will be permanent one.

• Satisfaction
  2 stars
• Customer Service
  2 stars
• Speed
  2 stars
• Reliability
  2 stars

Save Yourself!
These guys are unbelievable. How many BT employees does it take to install copper broadband to an existing line? 18 approximately. A total of 3 months only to find that the fibre I had been offered isn't available (although BT's systems say it is) so order cancelled and standard broadband offered, fibre offered a second time and again cancelled. Finally have standard broadband after hours on the phone to them. Was told several times to expect a call back the next day...never happened. Absolute worst service ever! Run away!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

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.

• Satisfaction
  1 star
• Speed
  1 star
• Reliability
  1 star

I took out a new fibre contract in February 2018. The cost was £29.99 a month for 18 months. In June 2018, I received a letter informing me that my monthly payments would be increasing by £2.50 a month in Sptember 2028. This would increase my contract payment to £32.49 a month. The letter also included a weblink to a personalised offer. Following the weblink took me to an 'offer' that would allow me to keep my monthly payments at £29.99 a month, as long as I committed to a new 18 month contract. What a total scam BT. Essentially, they sign a new customer up to a new contract at an agreed price. Four months later, they send the new customer a letter attempting to pressure them into a new 18 month contract, or to have to pay more for their existing contract. I called BT customer services and politely explained that I was unhappy with their letter. I questioned why they were increasing my payments from £29.99 to £32.49, yet would be happy to keep them at £29.99 if I would sign a new 18 month contract with them. I explained that as a new customer, this felt like extortion. There was nothing they would do to help me, so I have no excercised my right to leave my existing contract due to a change of terms. I've now gone to Sky and got the same fibre deal for £25 a month. A saving of £7.50 a month once BT forced price change comes into effect. Thanks for nothing BT.

• Satisfaction
  2 stars
• Customer Service
  2 stars
• Speed
  4 stars
• Reliability
  4 stars

I took out a new fibre contract in February 2018. The cost was £29.99 a month for 18 months. In June 2018, I received a letter informing me that my monthly payments would be increasing by £2.50 a month in Sptember 2028. This would increase my contract payment to £32.49 a month. The letter also included a weblink to a personalised offer. Following the weblink took me to an 'offer' that would allow me to keep my monthly payments at £29.99 a month, as long as I committed to a new 18 month contract. What a total scam BT. Essentially, they sign a new customer up to a new contract at an agreed price. Four months later, they send the new customer a letter attempting to pressure them into a new 18 month contract, or to have to pay more for their existing contract. I called BT customer services and politely explained that I was unhappy with their letter. I questioned why they were increasing my payments from £29.99 to £32.49, yet would be happy to keep them at £29.99 if I would sign a new 18 month contract with them. I explained that as a new customer, this felt like extortion. There was nothing they would do to help me, so I have no excercised my right to leave my existing contract due to a change of terms. I've now gone to Sky and got the same fibre deal for £25 a month. A saving of £7.50 a month once BT forced price change comes into effect. Thanks for nothing BT.

• Satisfaction
  2 stars
• Customer Service
  2 stars
• Speed
  4 stars
• Reliability
  4 stars

Always dropping out

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

Worst company ever. will never use them again. had multiple problems with them. never seem to receive important details from them only spam emails selling more more rubbish. they have put my mobile number on someone else's account was receiving details of someone else's order. they had the wrong mobile listed for me. orignal deal should have been 34.99 now they have pumped it up to 38 without telling me of the changes. the staff tell the wrong information. just waited over 18 hours for my internet to come back to be told they placed two orders and once and that's why it had cancelled after being told 3 times before that everthing was fine and they were pushing it though. also was advised by custmomer service to cancel in june when my contract is up now told me its 30 days and ive still got to pay them another bill. had problems with them since January not once offered any form of compensation. just add ridiculous charges everytime because of an issue that they created!

AVOID! AVOID! AVOID!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

If I could it would be -* as your service has been absolutely shocking.I have never seen such bad customer service.

Move house -you don’t move us to a new address you cancel our account !!!!!.Then for weeks and weeks you keep cancelling the new set up of a new account t so nothing happened.Following on from this win no internet we run out of internet(3/4G) on our mobiles so you give us extra,suspissedlt free of charge but you put it on our bill so my husband had to cancel the direct debit otherwise you would have taken this from us.All of a sudden after waiting for calls you call to chase money that WE DONT OWE YOU!!!!.Funny how you call when you want money but when we need help we can’t get hold of anyone.Everytime you call that so called Case Manager isnt in!!!!.

You are now not calling us back yet again to sort the rest of the money on the account although you are messaging us threatening to cut us off.

Now if that’s what you call customer service then you need to close as a business.You have caused us nothing but a nightmare for the last 8 + weeks and still the so called case manager isn’t calling my husband back.

Get your business sorted as intended years ago with its customer service and call people back to sort their accounts.

We have everything with you and so wish we didn’t.You are have broken your part of the contract for numerous months and still can’t sort.

Thanks for nothing BT.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

What a DREADFUL DREADFUL company, passed from pillar to post with a relatively minor email problem. It’s Thursday night now and this started on Tuesday morning. Now been told I’ll have to wait for 72 hours while the problem is passed to the email team. Un-******believable!!! And to make matters worse, they want an email address to contact me!!!!! It DOESNT WORK!!!!!!!!!!!!!

I had contract with bt for broadband and anytime calls for around £35 a month.I notified them I was moving house and was told a £50 fee was payable which I disputed as the new house was already with bt,told them I was cancelling.Phone call followed saying forget the fee and extend contract for 12 months to Sept 18,January bill arrives for £58 pound and each bill since ranges between 58 and 60 pounds.apparently my discounted contract ended in Jan and my new one is not discounted!,however 3 times I have told them I am leaving and will pay the penalty and 3 times I have been told I should have recieved the discount and it would be credited to account,alas this did not happen and yesterdays call established I was not entitled to any discount but being a loyal customer for 30 years they will give me a new 18 month contract at £42 a month they seemed surprised when I declined.The most expensive £50 I ever saved!Im off

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  3 stars

AWFUL I have to call constantly because my internet stops working throughout the day. I have placed 2 complaints and have called about 4 -5 times this month. I was told that the issue is probably the hub and that I need to order a new contract to receive the hub, I already pay £70 a month for internet that does not work, I will not be tied into a new contract when im very unhappy with the service I currently have. I am expected to pay full price for a service I am not receiving. Not to mention the manager was supposed to call me 4 days ago and never did. The customer service is appalling, stay as far away as possible, this company over charges for products that do not work. STAY AWAYYYY

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Got BT broadband for the past 2 years. In the beginning everything was top. Broadband working fine. Smooth transition from TAlk talk but after I gave them 30days cancellation notice it has been the worst month ever. Broadband keeps dropping all the time. Customer service helpdesk waste of time. It has been crutical on my business as I have to be online all the time.
STAY AWAY FROM BT

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

an absolute joke, connection constantly drops out & when do BT test I have fast broadband. All other internet test show poor performance. a bunch of con artist who refuse to fix the problem

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I'd avoid. High prices. Often have to reboot the hub to get decent speed. Engineers haven't shown up. Bad call centre experiences. Countless in-contract price rises - I'm sure all legal but really BT, aren't we already paying enough?! It makes me feel sick having to stay with BT due to family pressures for a minor sport that sold out to BT. More price rises announced today :(

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  2 stars

AWFUL AWFUL AWFUL. We used BT years ago and were messed around so much that we had to get the ombudsman involved and then stopped using BT's services. A few years later...we moved into our house in Feb 2018. After being told by several people that BT were much better now and our new house was only fitted with a BT connection...we just decided it was easiest to use them again. Well, how wrong were we. Firstly they sold us a wrong package...unlimited broadband costs £30ish a month but they signed us up for limited broadband at the same price...and we went unknowing over every month being charged £90-£100. We put a complaint forward for this and they said it would be cancelled immediately and we would be put onto a the new package and sent a free of charge recording box for the inconvenience. Well 3 weeks later and no box..I contact them to be told that no package was cancelled and no new one ordered...meaning we were still being over charged. I spoke to about 6 different people who you had to explain the whole situation to again. 4 people cut me off on live chat and I had the phone put down on me once. Finally after weeks and weeks they have cancelled our packaged and put the new one in. They have offered us....£30 for the inconvenience!!!!?? What an insult. Will NEVER use this company again.

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  4 stars
• Reliability
  3 stars

Can't speak to the broadband speed and reliability as it's not been activated yet, but I expect great things considering the extortionate activation fees they're charging us.

We've moved into a new build home, and due to BT's monopoly on the area are unable to go with any other provider. Not only are their broadband deals more expensive than anyone else's, we have to pay £70 in various upfront costs. Absolutely disgusted. They're at liberty to charge whatever they want because there's no competition - the alternative is to not have internet for a year. Wondering if there's recourse to go to the Financial Ombudsman about this.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

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.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Terrible Customer Service. Called up countless times to have the 218 pounds they owe me refunded. 4 weeks on and I'm still waiting!

• Satisfaction
  1 star
• Customer Service
  1 star

Joined BT from sky on the 23rd April, smooth transition over. However on the 5th June after numerous phone calls to BT about broadband dropping out, not having the channels I was promised and the telephone not working, they said I could cancel penalty free due to being miss-sold. I was offered a good deal with sky therefore I went back. Sky sent me an email on the 5th June telling me that my SKY TV was active and they were doing a working line takeover of my phone number and broadband on the 19th June. BT sent me an email to tell me that my services were ending on the 12th June. I rang sky to make sure the 19th was the correct date and then called BT. BT said that there was no active line takeover and told me to call sky again, I called sky, and they said 100% that they were taking over on the 19th June. I called back BT who again said that this was not the case. They told me to call sky again, which I stupidly did who told me the same thing. I called back BT and they said what they would do is cancel that cancellation of my services for the 12th June and keep them running until the 19th June when I would need to call up and cancel (penalty free still) and they would refund me my money for this month. After checking my BT I could see that this was not done so I called BT again and said its still not cancelled, I kept getting told by different agents (always a different one every time I called, apologising and saying the last advisor was rubbish and that they are amazing and will get this sorted, none did) that the cancellation of the cancellation was done and that my services would continue. On the 12th June, I woke up to find my broadband had gone off. I called BT straight away who apologised that the agent before had not cancelled the cancellation properly so my TV and phone line were still active but broadband wasn’t. They then proceeded to tell me that I could get the broadband turned back on but it would take 2 weeks. Which was ridiculous given that telling them 15 times and it being in my notes that sky were taking over on the 19th.

So I was without broadband for a week until sky took over. I received a call on the 20th telling me that something had gone wrong and bt was saying that I still had my phone line with them, despite sky having it. He said he would have to send it to the off line team to cancel and that I would get a call on Friday telling me that everything had been cancelled down properly and I would have a refund for the month of services I did not have.

However! I wake Friday to 3 emails from BT at 5am!!!! First at 5:20am saying thanks for choosing bt there is an update to your order. My calling plan for the phone will start on the 22nd June for a years contract (WTF!) and will cost £21.99 a month (HUH!)
Second at 5:21am asking me to return my bt equipment as I don’t need it anymore.
Third at 5:21am telling me that my bt service is ending sorry to see me go. (this is just for the TV that I haven’t had since the 5th June).

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  1 star

Broadband: Over the course of 12 months with BT Broadband we had outages roughly once per month. Additionally, every weekend at some point as well as random other times the service would drop to a very low download speed (1-2mbps). So, it failed to meet speed and reliability expectations/promises.

Customer Service: When switching providers we wanted a slightly earlier date than the end of 12 months (already paid the full 12) because it was easier for us. BT informed us we'd be charged an extra £63.40 even though we paid for 12 months. When I called to try and sort this out I spoke with two people who both told me they weren't actually sure what the final bill would look like and couldn't tell me if there'd be more or less charges until the account was closed. So literally I could be charged £0 or I could be charged an unknown amount and I won't know until I have no way to change that. Terrible customer service. Go with Sky, or honestly anyone other than BT.

• Satisfaction
  2 stars
• Speed
  2 stars

i am lucky to be able to write this review as i have a 5 minute window of being online before my BT broadband drops out again.

I have been with BT for about a year in a property and they have sent about 10 engineers, ive called them about 50 times and still i cant even send an email without it cutting out.

when i try to call up to downgrade the guy on the phone tries to sell me a higher priced product and tells me that new customers are higher priority.

I then ask to cancel the TV package and only use the broadband (so i dont waste as much money as i do now) and he asks me why. I then say that i prefer to use netflix and he asks why and tries to upgrade the package again.

I would highly avoid this company - load of rubbish.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Terrible terrible customer service, I had loads of issues and could only speak to an outsourced office in India who wouldn’t help me, and who refused to give me any other numbers or addresses to complain about my experience

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

Absolutely disgusted with BT returning customer who was assured i would not have the same issues as last time. They have taken the bad service to a whole new level by billing me for engineer visit after services crashed within 24 hrs of being conected

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Sainsbury's Gift Card never arrived and they were appalling when I contacted Customer Services. Dreadful Indian Call centre. Junk mail pushing BT Sport every two or three weeks. Prices exploded as soon as contract up. Just spotted small print with days to go I had to opt out not in to BT Sport after free 6 months. Broadband itself was good but when it cut out it was down for hours rather than minutes. I went with them as I needed a new line installing in a new place and they were cheapest for that. But left as soon as contract was up and woukd never go back based on Call Centre service and Gift Card con.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  5 stars
• Reliability
  4 stars

got fibre ￡34 per month,worked well for 3 weeks then speed dropped drastically.Bt have fobbed me off for months now and with no real help.My old standard plusnet was better value.This has been their 2nd chanece,I will never use them again

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  2 stars

The only reason they get a 1 star is because you can’t leave 0! Worst customer service I have ever experience! They don’t care about their customers in the slightest! They’ve cause me nothing but issues and stress since signing up! Avoid them like the plague that they are! Their service is substandard anyway, got to hyperoptic and get a much much faster long for a better price!! Absolute joke of a company that I will never be a part of again!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

went with BT to save money on the TalkTalk after five year. BT are absolute rubbish for £30 a month I can get better broadband is like 90's DSL. only 2 Wi-Fi devices working at same time.

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

Shocking absolutely shocking I pay £70 a month for these tv channels and I can’t even watch bbc & itv in hd what’s the point I miss all World Cup what a waste of money and I called customer services for help. The lady on other side put phone down on me never ever again I will change with somethingalse ASAP

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Where do I start? Ok, costumer service is shocking. We installed a BT tv box, booted it up and it kept pixelating. After getting onto the phone to them (about a 30min wait) they determined that the connection wasn’t good enough. That’s not good as our house isn’t made of stone, infact the upstairs floor is thin and all the upstairs walls are stud walls. What’s worse is that to move the router to provide the service they promised, they said we had to pay!! Ridiculous! Right, onto speed. I get anywhere from as low as 500kb/s to a high of 14mb/s. For example, I tried to download a package that was 8gbs, this took an hour. Ridiculous!! So overall, it is shocking. Why leave? I hear you ask. Well they’re scummy business practice means that we can’t transfer our emails. So we’re screwed. I put this review up to stop any of you from making the same mistake

I transferred to BT Mobile after 14 years with Three. Not only did I get a cheaper deal, but the 4G average is 97mbps compared to Three’s 53mbps. I honestly thought that all providers used the same masts. I’ve had 2 issues with 2 calls to knowledgeable people in the UK! What a difference not having to repeat myself again and again. Both calls were answered quickly and sorted in a single call. I have signed up for BT Plus and Broadband speed is decent for my area. Having double my mobile plan means for workers from home I can tether to my iPhone and get websites uploaded 700% quicker. I still believe the fixed line could be quicker, but overall, very good to have a British brand firmly back in Britain!

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  3 stars
• Reliability
  4 stars

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.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

After several calls to chase up a broadbabd fault on Sunday now being told they need to send me a new Hub and that could take 5 days! No reasoning with any of the advisers. Engineer came out this morning reported we needed new router but still hadn't been auctioned when I rang to chase up! In the middle of a house move can't action e mails or transfer monies do they care no they don't. Bet if I rang up as a new customer they'd use next day delivery to get my router to me . It appears that those of us who've been with them for many years get poorer service for our loyalty . Adviser told me once problem was fixed I 'wouldn't regret sticking with BT '. Yes what I'm moving house and there are plenty of other providers in the market place.

• Satisfaction
  1 star
• Customer Service
  1 star
• Reliability
  1 star

If you value your health then don't get into a contractual obligation with these guys. They will hang up on you if they don't like what you are complaining about, they will tell you they'll fix your broadband speed because you've been put on the wrong plan (a cheaper one of course) but they won't, they'll tell you that you'll get a rebate but you won't, they'll tell you they'll call you back but they won't. The most appalling service of all, you will get. They organisation is so chaotic that nobody knows what they're talking about are and everybody is just trying to blag it. One guy kept repeating that my speed is measured in Megabytes/s and another was making drawing comparisons between my 2 years old telephone filter and a 16 years old girl which is supposedly better than a 60 years old women (not sure in what sense)!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

BT Infinity in Postcode MK44 2__ is not workable. The lines from the Cabinet are not only too long to provide Superfast Broadband, the copper is too thin. Can't even support 10Mbps Standard Broadband yet BT will tell you that between 10 and 19Mbps Download is achievable. The BT App asserts that their SpeedTester is the best at assessing line speeds and network capability. Does not compute. OFCOM are paper tigers.

• Satisfaction
  1 star
• Customer Service
  3 stars
• Speed
  1 star
• Reliability
  2 stars

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!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  4 stars

Failed to install on the day, ended up with no landline, no broadband for 4 days. Only got it fixed after numerous calls and finally exploding - 15 mins later it works. I register a complaint and I start to get texts from Indian sounding names to my daughters BT mobile (she's 11) about the complaint. I reply to tell them not to use an underage girls number...they send another to that number. In the end I call them and spend an hour to get a miserly £20 back for forf the trouble and a total refusal to reduce a £59 connection fee i.e. it's fine that I should pay full for a botched service and any losses incurred as a result are my problem, they don't care. Also they have totally lost any record that I should have got reward vouchers so I should kiss goodbye to that part of the offer I signed on for. The customer service is shocking. If you want to listen to 'unfortunately' and other trained platitudes but a refusal to do anything, please give them a call. I only moved from Sky as they kept sneaking the price up and at one point even charged me for not having their TV service...so thought i'd try BT. All as bad as each other.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  3 stars

Crap service. My broadband Connection was down for last 17 days and not fixed yet. Yesterday one of the service manager told me it will take another 30 days to be fixed. They want me to pay the bill for last month (for the service that I didn’t receive) I asked to end the contract , they transferred me to a lady from UK office, she threatened me saying if I wanna leave the contract I need to pay £150 + bill. After 1 hour argument I was transferred to a manager. She very simply told me “I don’t know when the network issue will be fixed, According to your contract if you wanna leave us before the contract ends you need to pay £150 if you fail , we will take legal action. Also, she said not to call them back again with the same issue which they been aware of, they will inform me once it’s fixed. There a few essential gadgets in my home need internet connection, ex (my mother’s medical equipment) I asked BT at least to provide me with a temporary dongle so my mother’s medical machines can work. The answer from BT was “sorry we can’t”. Don’t use this company or any of their services.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

BT is absolutely terrible! We have not been with them any more than 5 months and in that time we have gone through 3 hubs , about 30 phone calls to get the WiFi back on and an under qualified idiot who decides to stick a giant cable through our wall which knocked the front of some of our bricks off!!!!!! I am a teen who has loads of school work to do and for most of it I need the internet, BUT GUESS WHAT....I DONT HAVE ANY INTERNET

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

An absolutely awful company to deal with. I changed to them for their TV and broadband package only after they offered to buy out the remainder of my contract with my existing provider. On swapping, I found out that I was tied in to a contract with my previous provider, so I decided not to go ahead but after informing them they offered to buy out the remainder of the contract and sent confirmation to me that they would do this... then once they had taken over the supply they refused to credit my account. They are not replying to any of my emails now and they won't provide a reference number that I can give to Ofcom to take this further, as they are required to do. I will try to get what I can back from Ofcom but if that doesn't work I will just reclaim six months payments back, which is the maximum I can under the Direct Debit guarantee and walk away. DO NOT TRUST BT!!! Utterly useless!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

Ordered a change of address. Two months later and still they haven't moved it. I'm being forced to pay for a service that I cannot use because they are so completely incompetent when you speak to them. Spoken to over 10 advisors who have said a variety of excuses. They don't call you back or give any update. I've never had such a poor experience in my entire life.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I have had very poor service and have considered moving but reading the comments on here about other providers, it seems the whole industry needs dragging into this century. Have now decided to stay with BT for a while and make a damned nuisance to get my own back for the wasted time and aggravation they have caused me.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Absolutely disgraceful. After ringing up many of times about the internet speed and nothing being changed and being told it is fine. I decided to ring up yesterday with customer services putting the phone down after about 20 seconds. But I can say the internet is down more than it is on and would not recommend even if it was free!! Losing internet connection constantly. The worst broadband out there, really is disgusting. DO NOT RECOMMEND!!

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

Honestly feels like a time machine. Reminds me of dial up internet but then again at least that was reliable. When you can’t even load a 2 minute video never mind a movie on Netflix. Honestly banging my head off the wall would be more helpful then the customer service, this is suppose to be the 21st century! The fact I can’t get higher than 10 mbps is a joke. Then again what do they care ! Not like they read the reviews !

Do not use BT! They charge too much money for an awful service that constantly cuts out. We have been sent 3 replacement routers and NONE of them work. After 5 minutes of using the WiFi the hub decides to restart. Don't even get me started on the weakness of the hub. The speed is dreadful. I can't even stream a 720p HD video without it buffering every few seconds. The customer service is appalling. Don't even bother trying them. Save yourself heartbreak: go for ANY other provider.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Speed of 0.2 MB is the best I have.

Very expensive and uncooperative staff

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Couldn’t tell you about the reliability or speed as i have been sat at home for 2 and a half months without wifi. This is the second or third time we have been let down now . Told that an electrician is coming between 8-1:30 so we stayed in from work so that we could get wifi as my daughter has been complaining she has to go to starbucks to do her schooo work etc. Unacceptable no reason and no date for when they are coming just didnt turn up. I have spent about £100 in extra costs on data and starbucks in the last 2 months not ok.

The week before I reported my issue with BT on the 21st of May I was experiencing slow internet, and constant dropping of internet. The internet was dropping out of connection constantly, and when connected was very slow. The dropping out meant that we could barely use the internet to do anything but browse internet at times. The internet was absolutely dreadful.

After we finally reported the issue I encountered the worse customer service I have ever experienced. I first used the online BT Live Chat where I had been talking to technicians about my issues, and how to solve them. The problem was, the technicians were constantly closing the chat and ending the conversation before I got anywhere.

Eventually I get through to someone decent and have an engineer booked for the 22nd, which is great. But the engineer comes out and finds nothing wrong with the internet in the house, and tells us to ring up BT and tell them this. We report this to BT and they tell us they will have ‘higher-ups’ look at the problem to try sort it out, after waiting two days. They tell us when they are going to ring, but it is a time we cannot do. But we cannot rearrange the call because texting is going to charge us money. So, we try to be free around the time, but cannot get to the phone after they ring twice. And tell us they will ring the next day. This time we can be at the phone, so on the call, he tells us that the technicians are still looking into the problem.
Eventually, they agree to send out another technician and on the 30th of May, from 1pm – 6pm. They completely just miss this appointment and do not inform us of why. We then get a ring the next day to rebook the appointment on the 2nd of June, the engineer then comes in and finds three different faults with the hardware in the home. Which I don’t know how the first engineer didn’t find.
So, after this terrible experience for a service we are currently paying for £70 a month for, and it not being usable for more than half the month, BT ring up to discuss compensation and offer £14 for the fault and another £5 on top as a goodwill gesture. This is an absolute joke of a refund, after nearly 3 weeks of unusable internet and then horrendous customer services £20 is nothing.

We will certainly be looking to cancel our BT contract as soon as we can and would advise no-one else to get a contract with them.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

We moved into a new address and services were scheduled to start 24/5/18 but actually started 4/6/18 because BT did not swop the line over to our name.No TV,phone broadband etc unable to use laptop or printer etc only irritating texts asking if we were happy wit our new service.Phone caller from BT addressed me by my first name which I don’t like and at age 66 find patronising.Avoid BT

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  3 stars

We moved into a new address and services were scheduled to start 24/5/18 but actually started 4/6/18 because BT did not swop the line over to our name.No TV,phone broadband etc unable to use laptop or printer etc only irritating texts asking if we were happy wit our new service.Phone caller from BT addressed me by my first name which I don’t like and at age 66 find patronising.Avoid BT

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  3 stars

Don't bother.
Absolute crap, poor service, slow speed, customer indiference, you are just a number and worthless.
Multi national companies look after high number customers within a small area, like all the big companies, so forget it, if you are not living in London then you are nothing.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

From day 1 of changing to BT business in May 2017 to current date. Is by far the worse provider I have EVER encountered. The customer service is incompetent. Rude, and after 12 months I am still having severe issues! Internet not set up on the date I was promised so had to work from cafes for two months. Then when it did work it was slow, kept flashing orange and dropping out. After several incompetent engineers, several different routers, Extremely rude customer service, never had a correct bill yet! Now they charging me incorrect bill for no internet! Complaints trying to fix the problem but apparently they can’t! So I’m left with no internet at all now! I work from home! Due to health reasons and I have lost business, stress levels have increased and I am still with no unlimited fibre which 12 months a go I was promised the best service ever with BT. I am about to lodge a complaint with ombudsman and starting the process to leave BT. I am anticipating nothing but issues even doing that!! I wish I had never gone to them!!! I thought I was getting a better deal with them!! But the experience has been the worse! If you are thinking of changing DONT go to BT! You will regret it and once they have signed you up! You get nothing they have promised! I am taking this further for misrepresentation. They get 0 for every aspect

Just learnt have been out of contract for 2 years and paying the standard fees and at not time being notifired of comming out of contract

Complained and got a standard letter telling me the terms and conditions of the contract only

Tried to negotiate a new package and the difference was £5.00 reduction from my original cost of the broadband and I had to keep my old hub which is 5 years old

Caller seemed to think the cost compared with Plusnet was down to spead so if you have to wait a couple of seconds more for a £12 saving thats no problem plus some benifits including a price freeze over the term of the contract

Surly if you are in contract thats the price you pay over the term of the contract obviously not as I was advised it can be put up with out warning

Been with BT 35 years no point in being loyal

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

Internet speed is fine, but drops out randomly for anything from a few seconds to a few hours. This can happen very frequently.

This is especially annoying if you're playing a video game and the whole game freezes leaving you powerless to react.

• Satisfaction
  2 stars
• Customer Service
  2 stars
• Speed
  5 stars
• Reliability
  1 star

Stay away from BT! They couldn't install it, when they "did" it cut out for hours & days at a time for the 2 months I suffered them & was slower than sky copper wire broadband. When I cancelled it because they weren't fixing it they want you to pay up the remainder of bill, for a service that doesn't work?! Worst company I've ever dealt with in every aspect. Begging you to all stay away. Please, I don't want anyone else to suffer the same stress. Go with sky cheapest broadband. Going on 5 years I've used them in total & never cuts out n cheap. Avoid BT, you have been warned. PS, non existent customer service, shockingly bad. U think they have SOME customer service, they have NONE! They lure u in & then ur on ur own. Disgusting company & I hope karma is harsh on them.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Bt broadband is great, we have been promised fibre optics for 3 years, and still don’t have it, it goes at 0.3mbps, which sometimes goes upto 1mbps if we are lucky, it has only been down 3 times in the past 2 weeks and has been repaired twice, but still goes down each time after, we pay twice as much as people getting internet that is 200 times the speed. That is why I love BT broadband, thank you for taking the time to read how much I love it.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

Once more we have no phone or internet. Last month it was off for 5 days. We have had continuous problems for the past 3 years. 3 New routers several engineers visits and they still cannot sort it. Rubbish service. Now another 2 days before back on. Not happy at all. Will not be having bt when we move

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Really awful customer service from a company that seems incapable of ever getting it right.
I ordered an iPhone, and they sent two. They seemed to think it appropriate for me to do the running around to sort out their mistake. As part of this transaction they convinced me to upgrade my broadband. I told them that they had made a right mess of the original installation and that if they were sure that they could do it properly, then OK. They made a right mess it with the excuse that a process had failed. For a technology and communications company they are laughable.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  3 stars

Switched from SKY to BT, WORST mistake ever.Same problems as other comments such as we need to send an engineer as the problem is at my end. That was just a week after installation. Changed back to SKY never had a problem since. They also charged me for canceling my contract early for something they could not supply. Very rude and useless customer service.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Where is the 0 stars rating, cut of my business broadband because they made a mistake! and weeks later still waiting. complaints department is manned by pond scum

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I play video games during my spare time and I have several devices connected at once with no drop in speed, I am able to download large video game files from my ps4 very fast, I am shocked everyone else on these sites give BT stick for little problems that cab be solved easily, the engineer for me came earlier than was meant to, I even got sent a second router as a spare, any queries I have I phone up and get assistance instantly with very polite customer service, I cant be more thankful to BT, People should 100% give BT a go, Infinity 2 package is the dream.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

I switched from Sky to BT after 2 years of good service with Sky for what I thought was a better deal and had a 3 month nightmare as the connection failed every few days for 1 or more days and I spent hours on the phone while they tested the line only to conclude every time that there was a problem at my property and they would have to send an engineer out. When the engineer came he could find no problem, but more often than not the service resumed again and they said there was a problem at the exchange which they had just fixed. They sent me a new router after one call saying the problem was with that but it was not. Meantime when the service was working the download speed was always abysmal, which they said was because it was over the phone line and 3 miles from the exchange, but I countered that with Sky I had 2 years of good bandwidth as well as zero service interruption. After 3 months I got them to agree that the service was inadequate and I am currently exiting the 2 year £30 per month contract with them to go back to Sky, which will cost me £35 for broadband and TV. Interestingly BT are also playing a game in these contracts where they say 'up to' a certain speed but when the service is crap they say that contractually there is no minimum bandwidth agreement. They could have held me to contract on that basis but as it happened I also had the zero service days, which they couldn't duck out of. In my opinion you should avoid BT, and in my case it was only the hotspot nearby that kept me connected most of the time at all, though that service itself would come and go. Luckily I was not working from home otherwise it would have been very difficult and I would have spent a lot of money getting data through my mobile provider. BT? Never again thanks.

• Satisfaction
  1 star
• Customer Service
  3 stars
• Speed
  1 star
• Reliability
  1 star

Hi everyone,

I signed up to BT fibre broadband in August 2017 in what otherwise seemed a smooth transfer which took just over 2 weeks to complete - a very good sign you'd say. Within two weeks after the service started, I started experiencing drops in connection every evening with router blinking amber, fluctuating connection speed and juddering video/gaming. So I reported my fault with BT helpline (which is based overseas, so often understanding them was an issue in itself) and the saga began. Instead of calling an engineer, BT kept resetting my router and sending me "helpful tips" how to make my broadband better - which worked for probably 30 mins, sometimes even less. Having called them for approximately 20 times (and each call was taking no less than 30 minutes), I finally managed to convince the customer service representative to call the engineer - guess what, she never called one in, although it was promised. Later on, I was promised a wifi booster and a 15m cable to rectify the issues - they have never been sent to me. I was also promised that I will receive refund for these months when I had no quality connection. Finally, in the end Dec 2017, fed up with non-existent quality and constantly dropping connection I threatened to leave - at which point BT customer service managed to call the engineer in who came in around 7th of January and identified the problem with the BT exchange, after which the connection was okay, albeit not perfect.

A couple of days ago I called BT and asked whether they refunded me for three months of no connection and my pain and time spent on the phone with them - I reckon about 25 hours by that time. In response, I was told that they could give me £10 as a goodwill gesture as they apparently cannot refund monthly fees past 120 days(!).

Over past 10 years or so I've been a customer of O2, Sky and Plusnet, but at no point I had such a dreadful combination of poor connection, incompetent customer service and false promises.

I will be taking this to the ombudsman to make sure this experience is heard and appropriate action is taken.

My takeaway is - if you keen to spend hours of your precious time on the phone and get no result - sign up to BT broadband. Otherwise steer clear.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

I have to re start several times each day as the system cuts out
Streaming services are often a challenge, the picture either freezes or cuts out
As an old loyal customer I cannot access the cheaper offers aimed at new customers
If I want to alter my package I have to sign up for a minimum of 18 months
No one at BT can tell me when new fibre optic options will be available in my rural area
The only positive is that they are not Talk Talk

Never again BT, I’m an/was a new customer to BT they “delivered” my service .. no functional of cause now a 1 ½ week later it is still not working .. calling to cancel now

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

BT is the worst service provider I ever dealt with. I am paying for nothing, Although, I have a BT broadband at home, but I have to connect my PC to my phones network using personal Hotspot. I have been with them for more than two and half years, they not letting me to leave their rubbish service, they have a very bad customer services they do not care about their customer, they looks they know nothing about the service except that related to money. They over charge their customer without letting them know, they should understand people are not free to phone them up frequently asking foe explanations and reporting problems. last week I phoned them many times reporting problems and overcharging. They are a big lair, they told me that the engineer will come on Saturday to fix the problem, I was waiting him all the day, but he did not come, when I phoned them, they said he came on Friday and he fixed the problem, but actually I have not noticed any improvement, I gave them few weeks time, but it still as it was, when I asked them to resend the engineer they said they will charge 120 pounds.
Eventually, I am still paying for nothing in addition to wasting my time and making me angry and depressed.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I had been with BT for 5+ years. Their service was alright as long as you paid them. When I tried leaving them they threatened me with a £400 fine. I pleaded with them saying that the only reason I am leaving them is because their Internet broadband is very slow in my new property after I moved house. They refused to listen. They constantly threaten over the phone. I have now opened a case with the ombudsman. I have learnt that it takes 8 weeks before Ombudsman opens a case against BT so I am patiently waiting without giving up. I have since moved to Virgin and their internet connection is so fast! Wish I had moved away earlier.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

quite bad because the wifi always cuts out and starts flashing yellow and takes like an hour or longer to start again and for the light to turn blue but most of the time its good internet and speed
-grace

• Satisfaction
  3 stars
• Customer Service
  2 stars
• Speed
  2 stars
• Reliability
  1 star

Absolutely terrible service. From what used to be a very reliable brand, this is now one of the worst. For the past 4 years I have had nothing but issues with BT broadband. Along with BT Sport my month bill is just shy of £70 per MONTH! With that I get a maximum speed of around 4mbs. That is a 10th of what it should be. I am constantly resetting the router.

Whenever I call(ed) BT I get a foreign call centre and have a lot of trouble understanding what they are saying. They take me through troubleshooting steps, which I know and memorised. When they get to the end of the steps they advise me about sending an engineer out at a cost of around £100 (if the fault is that of my own). I have since started a new broadband contract with Sky (who I know aren't the greatest - but surely cannot be worse?) I have managed to reduce my monthly combined bill of TV+Broadband by almost £50 per month.

I am so fed up of BT. Overpriced, overhyped and just plain thieves.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Absolutely TERRIBLE service. We set up a cloud phone with bt. We then discovered bt internet was not available in our area. We cancelled but they kept charging us for over a year, we spent hours on the phone. We originally ported our number to bt from talk talk. After trying to port our number to a new service that could run with fibre optic they would not allow us to have our phone number back which we have been using for 6 years. Again we spent hours on the phone along with our new supplier trying to get the number. I even had one of the team members laugh done the phone at me. They have been holding our number ransom ever since. This service has been disgraceful. Avoid BT like the plague. Cannot stress this enough.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Broadband and mobile phone reliable. Poor customer contact.

• Satisfaction
  3 stars
• Customer Service
  2 stars
• Speed
  4 stars
• Reliability
  4 stars

BT have been absolutely awful for the past year, both in terms of wifi connection and actual customer service. We are a group of 4 students and more often than not we cannot have more than 2 of us using the wifi. Their customer service is absolutely appalling and it is very clear they do not care about their customers one bit. They were meant to return after they tried to install the broadband and realised they couldn't not install it properly as they could not access the required room but then never returned. Since then we have reported issues on numerous occasions, and on one of these occasions they said they would send an engineer out the next day, which never happened. When asked about it it turned out they hadn't communicated between themselves and the required engineer. In the past 24 hours we were promised a phone call back at 5pm which never happened, to which our account holder rang them and once again they didn't have a note of this. The man she spoke to said he would call her back in 5minutes which once again, never happened. It is absolutely ridiculous how little they care about their customers and how time and time again they attempt to charge us extra just for them to actually do their job correct. They frequently try to play the "number of devices" card against us but considering the wifi is awful even when there are only 2 of us in the house or if one individual using the internet at like 2am this is definitely not the case. We struggle to access our university website and use articles that are required for our assessments and this should not be the case. Do not go with BT. Last year I was with plusnet, paying far less, with the same number of people/devices in the house and getting far better connection.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

BT diserve ratings

Overall satisfaction 00000

Customer service 00000

Broadband speed . 00000

Broadband reliability 00000

I am happy i saw that, because from now on will take more serious the reviews...


BT I had worst experiences from them. They just interested in closing open tickets, the funny part is - their website test always show your connection is stable, (just imagine when your connection is dropped you will not be able to perform test so you can’t test and when you are on, you will test and it always show stable connection!!!) i am having broadband connection dropping issues from last few months and they are not able to fix it after so many complaints (i have many complaints raised!!!), official complaint also doesn’t make any difference to them, recently i have called them to cancel service and told them i am moving to another service provider, the person whom i was talking was only interested in telling me how other service provider is not good rather than listening me what problems i am having and how to resolve it, the reason i think they are not losing anything so they don’t care about customer. And if this is the attitude they have I rather take 2nd grade broadband services from other service provider that listens and care about customers rather than arrogant provider like BT, and I am sure there will be many-many customers who will think this way and one day BT will feel impact. couldn't provide us with a stable and good quality wireless connection even though I am sitting and working on a computer 5m away from the BT box and there are no obstacles between us. If they told me immediately that they can guarantee ONLY CABLE connection I would have made my decision but instead they kept on connecting me from one call centre to the other and I kept on spending hours talking to, sometimes very kind but powerless advisors but sometimes to very manipulative and limiting advisors. In 6 MONTHS on the phone with BT I spent hours trying to make BT broadband work decently but in the end, it DIDN"T. In the end they offered me 30 pounds to, practically shut up or find another provider but they wouldn't let me out of the contract. They wanted me to pay up until the end of the contract. INCOMPETENT CROOKS!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Paying for Infinity - actualy getting Infinity some of the time, have contacted BT, however speed always improves for a while when BT contacted., then variable again.

• Satisfaction
  4 stars
• Customer Service
  4 stars
• Speed
  3 stars
• Reliability
  2 stars

I've had many connections before this one and out of all of them BT is defiantly the worst. When first looking at the connection it looked like a big upgrade from the other connections I’ve had in the past, but it was a complete lie. Although the connection is reasonably fast most of the time, it shuts down and has trouble connecting at the worst of times which is 10x worse considering I’m an avid gamer. Even fixing the connection is more trouble than its worth with it taking about half an hour to get it back up and working properly again. The amount of inconvenience this broadband has caused me is unbelievable and I recommend looking for literally any other service provider.

• Speed
  3 stars

WiFi drops out every time it rains and is unreliable. It's been 5 months and it's still not fixed.

• Satisfaction
  2 stars
• Customer Service
  3 stars
• Speed
  2 stars
• Reliability
  1 star

Tried to switch to paperless billing as BT charges £2.50 per month for paper bills. Went online, clicked the option to switch billing method yet the paper bills and charges keep on coming. Have to call every month to get them to credit the charge but they seem incapable or unwilling to fix this problem.

• Speed
  2 stars
• Reliability
  2 stars

First of all, read reviews on different sites before switching to BT! You will very likely decide not to!

Their service is not great, streaming freezes, Wi-Fi signal is bad, but the most ridiculous thing is that when you move you get totally ripped off. They promote a smooth free move on their official site (https://www.productsandservices.bt.com/manage/moving-home/), which reads "No connection fee or new Direct Debits to arrange" and when it comes to an actual move, it turns out that they will charge you 130 pounds of connection fee.
And after they tricked you into 18 months contract, you have a choice of either paying a connection fee of 130 pounds or 6 months of your contract as an early cancellation fee (for me 36*6=216 pounds).

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  2 stars

Why didn’t I read these reviews first. The broadband service is the worst I have ever experienced. Slow connection, poor wireless range, constantly drops the connection. I’ve been over 24 hours without a connection once but BT denied there was an issue. The Home Hub is probably the worst piece of kit I have ever used, not does it work with any decent router in modem only mode. Plus not compatible with Apple AirPort Extreme or Express. I tried to cancel my account just outside 14 days and they said it would cost me nearly £900 in fees, despite me having first reported the problems inside the 14 days. They are truely truely terrible and I can’t wait for the day I can leave them for good. Please don’t be tempted by any of their deals as it really isn’t worth the pain.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Where ever I go in my day I have pretty reliable service on my phone be it 4G or work broadband. I come home and I have to wait for everything I need to do online. I’m on the fastest BT ranking but cannot change it due to its Connection to a business account. I always know I’m getting close to home or I’m on the home broadband because my phone slows down. Not only that I get the joy of casually of having to wait for my Rueter to reboot for five times in one evening. Favourite thing when that happens. I sometimes switch my phone to 4G from my own Wi-Fi connection because it’s faster.

• Satisfaction
  2 stars
• Customer Service
  3 stars
• Speed
  2 stars
• Reliability
  2 stars

Horrendous company, all they care about is getting you to close off your complaint. The BT tv box and service is terrible, there broadband is slow there customer service is absolutely ridiculous . They are the worst company I have had any dealings with , by far . Terrible terrible terrible.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

I have been with BT now for 3 months on the 76 mbps fibre package and are more than happy with their service. I have constantly checked speeds and all are in excess of 72 mbps, no matter what time of day. I had one minor issue with the landline at the start, however this was resolved quickly and easily. I have previously had fibre contracts with Plusnet (quite good although streaming tended to stutter) and Vodafone (avoid!). BT are not the cheapest but I firmly believe that you get what you pay for. Overall I am very satisfied with BT fibre.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

Bt told me and sent me my speed would be no less than 42 mb download speed its only 13.4 whats going on phone customer service said you are on wireless my wife is the same she is on cable he is having a joke. BT sort it or i am off.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

VERY unhappy with BT, 3 times arranged for an engineer to come out to my house to solve a problem and ALL 3 times I have received a text message the day before saying they and found and RESOLVED the problem. Which after ALL 3 times the internet still has been the same. UNFORTUNETLY BT is the only broadband I can get in my area or I would have changed by now. BT I hope you read this and good luck getting a payment from me untill my internet is sorted.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Always turning off and is never up to the normal speed

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

where do I begin really really unprofessional ive had my wifi box for 3 week still haven't used get put frew to 3 to 4 people must of them don't have a clue they tell lies they take loads amount of money out of your bank so your left with a massive overdraft still leaving u in limbo quick to grap your money then to help u a warning before u go with these don't go with them its a scam for your money go with sky ive changed over and its brilliante these are a joke mr Jonathon dixon

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Rubbish services, it wasn’t like this before 4-5 months (at least broadband speed was good), suddenly their broadband service is degraded; customer service of complaint & technical teams - I had worst experiences from them. They just interested in closing open tickets, the funny part is - their website test always show your connection is stable, (just imagine when your connection is dropped you will not be able to perform test so you can’t test and when you are on, you will test and it always show stable connection!!!) i am having broadband connection dropping issues from last few months and they are not able to fix it after so many complaints (i have many complaints raised!!!), official complaint also doesn’t make any difference to them, recently i have called them to cancel service and told them i am moving to another service provider, the person whom i was talking was only interested in telling me how other service provider is not good rather than listening me what problems i am having and how to resolve it, the reason i think they are not losing anything so they don’t care about customer. And if this is the attitude they have I rather take 2nd grade broadband services from other service provider that listens and care about customers rather than arrogant provider like BT, and I am sure there will be many-many customers who will think this way and one day BT will feel impact.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Just rubbish internet. Very low speed, stops working every 15 minutes (I have to constantly reconnect, restart my router etc) and the customer service is horrendous. They also randomly up the price on the contract without letting you know. DO NOT USE THEM.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

This company is dodge and unreliable.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star