BT Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for BT.

Recent Customer Ratings for BT

  • Satisfaction
    2.8 stars
  • Customer Service
    2.8 stars
  • Speed
    2.6 stars
  • Reliability
    2.8 stars

Based on 21112 customer ratings since 2017-12-12 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

2706 Customer Reviews for BT

Reviewer Location Reviewing Date Ratings
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
Lincoln BT  
crap sevicie for cusmomore support
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
manchester BT  
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
Manchester BT  
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
hampshire BT  
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
Wolverhampton BT  
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
Edinburgh BT  
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
Surrey BT  
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
London Croydon BT  
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
Slough BT  
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
dartford BT  
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
BT  
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
Swansea BT  
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
Kent countryside BT  
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
MIDLOTHIAN BT  
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
Taunton BT  
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
Silverstone BT  
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
Northern iteland BT  
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.
Shavington Crewe BT  
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
London BT  
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
DORSET BT  
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
Ayr BT  
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
Croydon BT  
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
cuffley BT  
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
Smith BT  
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
london BT  
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
Yorkshire BT  
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.
London BT  
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
Carlisle BT  
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
UK Swindon BT  
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
Kent BT  
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
East Anglia BT  
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
Leeds BT  
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
Newmarket BT  
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
Manchester BT  
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
Bournemouth BT  
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!!!
Cresselly BT  
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
Buckinghamshire BT  
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
scotland BT  
Speed is to low for consistent performance
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Newport BT  
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
Wrexham BT  
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
Bournemouth BT  
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
Bedfordshire BT  
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
London BT  
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
Hook, Hampshire BT  
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
Chiswick BT  
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
Newport BT  
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
Weymouth BT  
Extremely poor signal. Keeps going in and out. Shockingly bad!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Grimsby BT  
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
London BT  
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
Weymouth BT  
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
Northampton BT  
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
Devon BT  
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
WALSALL BT  
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
Torquay BT  
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
Wrightington BT  
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
London BT  
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
Bristol BT  
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
Uk BT  
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
Hampshire BT  
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
Clitheroe BT  
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!!!
Kings Lynn BT  
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
Southend BT  
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
Burton on Trent BT  
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
Dorset BT  
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
York BT  
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
Chigwell BT  
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
Worcestershire BT  
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
Murton BT  
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.
Oxford BT  
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
Congleton BT  
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
Reading BT  
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
North East BT  
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
London BT  
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.
BT  
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
Church fenton BT  
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
London BT  
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
Morayshire BT  
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
BT  
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
Burgess Hill BT  
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
Dorset BT  
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
Pontefract BT  
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
Strensham BT  
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
Somerset BT  
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
Ilford BT  
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
Gloucestershire BT  
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.
kent BT  
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
London BT  
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
Witham BT  
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
Purfleet BT  
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
Manchester BT  
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
Histon BT  
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
Manchester BT  
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
Suffolk BT  
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
Hampshire BT  
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
Cambridge BT  
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
Leicester BT  
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
London BT  
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
london BT  
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
Glasgow BT  
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
Leigh BT  
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
Perth, Scotland BT  
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
SE London BT  
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
London BT  
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
Craven Arms BT  
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
Coates BT  
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
Cardiff BT  
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
London BT  
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
Ashton BT  
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
Stockport BT  
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
BT  
Manchester BT  
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
London BT  
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
London BT  
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
Lincoln BT  
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
Sheffield BT  
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
Sheffield BT  
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
London BT  
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
London BT  
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
Windsor BT  
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
Cranfield BT  
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
Lichfield BT  
Appalling service. Ryan was so rude and difficult to work with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Australia BT  
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
Bradford BT  
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
liverpool BT  
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
London BT  
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
Don’t BT  
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
Torquay BT  
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
Antrim BT  
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
UK BT  
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
Oxford BT  
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
West midlands BT  
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
Sheffield BT  
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
Evesham BT  
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
Hertford BT  
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
Essex BT  
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
Bridgend BT  
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
Wokingham BT  
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
Argyll BT  
Absolutely useless!!!!!! Cuts off all the time!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Inverness BT  
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
Stoke On Trent BT  
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
Uk BT  
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
SHEFFIELD SOUTH YORKSHIRE BT  
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
Ilford BT  
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
Ayr BT  
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
Birmingham BT  
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
Lincoln BT  
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
Birmingham BT  
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
Kent BT  
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
United Kingdom BT  
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
Norfolk BT  
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
Lichfield BT  
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
Fife BT  
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.
england BT  
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
Bradford BT  
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
Outside Ballymena BT  
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
STOCKPORT BT  
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
UK BT  
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
Derbyshire BT  
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
Hereford BT  
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
Birmingham United Kingdom BT  
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
Clapham South West London BT  
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
London BT  
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
Ilford BT  
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
Swindon BT  
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
Kinross BT  
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
WIMBORNE BT  
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
Red Lodge BT  
Terrible and horrible. Never again. Do not use BT internet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
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
Iver BT  
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
London BT  
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!
Hertfordshire 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
Chesterton Peterborough BT  
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
Campsea Ashe, Woodbridge BT  
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
Thornton-clevelys BT  
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
England BT  
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
BIRMINGHAM BT  
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
Portsmouth BT  
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
Slough BT  
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
Ashington BT  
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
Aberdeen BT  
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
Knowsley BT  
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
Lincolnshire BT  
if it works the speed is in line with other providers but it only works 50% of the time
  • Speed
    2 stars
BIRMINGHAM BT  
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
Riding Mill BT  
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
Greenock BT  
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
Staffordshire BT  
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
GLASGOW BT  
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
Bristol BT  
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
Leicester BT  
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!
No BT  
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
Scotland BT  
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
Cornwall BT  
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
Cambridge BT  
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
Essex BT  
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
Worcestershire BT  
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
Gravesend BT  
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
WILLENHALL BT  
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
Blairgowrie BT  
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
crieff BT  
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
York BT  
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
Central London BT  
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
Winterton BT  
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
Norfolk BT  
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
LONDON BT  
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
Formby BT  
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
Glasgow BT  
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
UK BT  
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
Bristol BT  
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
Bristol BT  
Always dropping out
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
West end southampton BT  
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
Bournemouth BT  
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
Manchester BT  
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!!!!!!!!!!!!!
Kent BT  
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
Nairn BT  
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
greenwich BT  
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
London BT  
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
Blackheath BT  
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
Bournemouth BT  
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
ringwood, dorset BT  
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
Barry BT  
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
UK BT  
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
ILFORD BT  
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
sussex BT  
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
Bristol BT  
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
brighton BT  
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
London BT  
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
Leven BT  
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
Whitehaven BT  
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
Ayr BT  
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
Bristol BT  
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
ashton-under-lyne BT  
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
Salisbury BT  
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
U.k BT  
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
Argyll BT  
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
uk BT  
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
Bradforf BT  
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
MANCHESTER BT  
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
Keysoe, Bedfordshire BT  
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
Uxbridge BT  
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
Gloucestershire BT  
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
East ham BT  
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
Preston BT  
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
Lincoln BT  
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
Bath BT  
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
Leicestershire BT  
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
Stoke-on-Trent BT  
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 !
BT  
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
LONDON BT  
Speed of 0.2 MB is the best I have.
Lane bottom , Burnley BT  
Very expensive and uncooperative staff
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool BT  
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.
Lancashire BT  
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
Broadstairs, Kent. BT  
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
Altrincham BT  
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
Altrincham BT  
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
CORNWALL BT  
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
Surrey BT  
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
Thundersley BT  
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
London UK BT  
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
LONDON BT  
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
Ditchling BT  
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
Bradford BT  
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
Leicester BT  
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
Burntisland BT  
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
Corfe Castle BT  
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
Wales BT  
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
London BT  
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
Tarrant Rushton BT  
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
Erith BT  
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
herefordshire BT  
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
Brentwood BT  
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
Burton on Trent BT  
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
Dartford BT  
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
portsmouth BT  
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
Dartf BT  
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
Carrickfergus BT  
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
London BT  
Broadband and mobile phone reliable. Poor customer contact.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Cambridge BT  
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
Reading BT  
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
london BT  
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
Cornwall BT  
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
G BT  
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
Birmingham BT  
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
Edinburgh BT  
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
London BT  
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
Manchester BT  
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
Aston, Henley-on-Thames BT  
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
March BT  
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
Hinckley BT  
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
Tipton BT  
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
Welshpool BT  
Always turning off and is never up to the normal speed
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tipton BT  
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
great clifton BT  
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
South Derbyshire BT  
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
Wokingham BT  
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
Manchester BT  
This company is dodge and unreliable.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham BT  
overpriced slow unreliable broadband, would not recomend
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    2 stars
guildford BT  
The router came 2 days earlier than it was supposed to. The internet was activated the day it was supposed to. The speeds are great all day. Customer service was polite. It seems BT has turned a corner, at least in my case...
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London BT  
I have been with BT for over 8 years. My issues began when I tried to leave them. They threatened me with a £400 fine for breaking contract. In the end I had to write to the top officials in BT to get my contract cancelled without a fine. I am with Virgin now and a much happier customer.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Bexley BT  
Extremely poor customer service, ridiculously slow connection, seemingly impossible to speak with anyone that can resolve an issue.

For your own sanity, don't even consider BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
London BT  
My experience is that BTs customer service is shocking in fact it is non existent. I have recently switched to them for fibre bb and they have not fulfilled their promises despite much time spent chasing. Judging by all the negative reviews on here, im not the only one that is disappointed with them but they seem to have a dont care attitude!
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chester BT  
As broadband providers go, BT is really not that bad. The router they supply is pretty good and is dual band so currently using the 5ghz band and get an excellent wi-fi signal.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Great Yarmouth BT  
BT 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
Fulham, London BT  
BT Group (the holding company which also includes Plusnet and EE) is a virtual monopoly that has very poor customer service coupled with a company that couldn't care less. The website is a complicated mess that hides what you want to find out. It is deliberately designed to sell you more and pretend they're great. ??
I've had price hikes that I could not get out of and problems with speed - a problem that I gave up on because all the solutions were duff.
Cheating BT. Thankfully everyone knows how poor they are now.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East Yorks BT  
I tried for the last 2 days to place a fibre broadband talking to the sales team over the phone as well as doing it online. On all my attempts I was told either that it isn't available in my area or BT has a system issue with checking. Today I see that they have put the prices up. When again I did online chat as well as talking on the phone after going being passed to 4 BT customer team members eventually I went to BT assist team and then told that I could have the fibre but need to pay the increased new price.Eventhough I have evidence to support (chat emails) that it was their system and online form issue stopped me from having it at lower price, the BT team wasn't interested listen and was more or less telling that it was my fault. My experience with BT on this occasion was terrible I won't recommend them for anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Herts BT  
Please do not sign up with BT. Was going to switch so signed to their service. BEFORE installation they took over £200 off me. When I decided to cancel before my service had started I have been unable to get this money back. They have had £208 from me which they won't repay me despite them saying several times they owe it me. Nightmare company. Avoid at all costs.
Derby BT  
Woul not come back to BT if you paid me. Shocking in every aspect. They don't even understand their own bills and make charges up as they go along. Avoid if you can!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barrow-in-furness BT  
Having recently upgraded to BTinfinity, the guest wifi service is terrible. Only when you set up the guest wifi will you see it is branded BT, NOT your company. But using it is awful, even if you want to only use email, users must open a web page of BT advertising before getting a connection.

ALSO, I had a technical problem, but BT would not help because we did not have the account number. AND we could not get the account number until BT generated and sent the first bill.

How stupid could they be?????
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Essex BT  
absolutely disgusting customer service, taking over a month to speak to appropriate people within organisation due to poor service in the first place. Get the feeling they are taking customers for granted!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
dorset BT  
I had BT for a month,I received first bill with EXTRA charges £190 only god knows what for, straight cancelled what cost me £500, avoid BT seriously
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
I'm currently with talktalk at 76mbs. I decided to switch to BT but the online service would only offer me slow internet. I was called by a customer representative who asked to perform a credit check before anything else. I know that my credit is fine, but following the check all they could offer me was the slow service - apparently the 76mbs is not available in my area - even though this is what talktalk provide! The CSR told me they may be able to upgrade me once i had switched. So my credit has been pinged for no apparent reason. BT just seem so backwards.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rhoose BT  
Paid for Fibre broadband and still slow and patchy - very frustrating service
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
WA13 9TE BT  
Without a doubt the worst service I have ever been provided. Internet speed is so slow I actually leave the house if I need to do work, consistently drops. When trying to contact them you get put through to people reading a script having no clue what to do and nothing gets resolved. Appalling utterly appalling...leaving them and going back to Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey BT  
Absolutely shocking, bad customer service and make it so you don’t get your package on the right day and to top it all off they make it so your internet is terrible in the day and say you bought 8mbps your would get about 500kbps DO NOT BUY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hertfordshire BT  
Shocking service. Customer service is only helpful for textbook problems. Still awaiting my gift card, which is what enticed me as oppose to going to another provider! Will be cancelling the whole families packages as they end their contacts. Clearly don’t value there customers at all. Moved my partner to virgin and was sent the equipment and I set it up within 3 days of ordering! And best bit is it is half the price for twice the speed!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham BT  
I do not understand, how people can give such negative opinions about BT. After a several years horror with TalkTalk, switched to BT, and what? Everything works fine and smooth. Expected arround 26-30 Mbs down, got 51 constant speed as promised for BT Infinity 52! It is now 20 days from switch date. So, I adviced my son in law to switch as well! He did it and what??? ...happy, speed as promised 51 on every test. Before switch I've got 10 to 16 from promised 76 Mbs. Disconnections twice a day, nightmare!!!TalkTalk always said and had an excuse, that this must have been a line problem, or router fault. Liars!!! This was a total waste of money and time with previous broadband provider, just excuses and apologies, never got a concrete advise! Call centre - rubbish, you are talking with Delhi. Chat rubbish, always problem to connect! At BT, you can do most things via www. They inform you via email, about every single issue. I do not gloryfy BT, but it is much better option, than TalkTalk and to be honest, other broadband providers, as I had to do with some of them earlier.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Prestonpans BT  
Without a doubt the worst service I've ever had. Constant drop outs, and speed below 1mb/s. I've been complaining for over a year about the connection quality and still nothing has been done. Call center staff give you a different excuse depending on the day, engineers have not turned up to 5 appointments. I wouldn't use BT services if they were free.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Swansea BT  
WHAT AN APPALLING COMPANY!!

Their service is atrocious. When they started BT Sport they promised it would be free for customers so we signed up only for them to start charging us. when you call up to chat to them you get a rude someone who talks down to you and refuses to even listen to you just reading from a script.

The broadband cut out ALL the time

Third party engineers they sent out to fix problems would tell us how Mickey Mouse the wiring is and how we get any broadband service is a miracle

AND yet they feel they have the right to shout at us - the customer, surely the ones that keep them in business???

Please can we do something about these awful companies that take all our money for the worst service ever!!!

I will not use BT which means I cannot have BT sport. Thank god Channel 5 have stepped to cover the MotoGP
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Cotswolds BT  
5 Routers Later Connection Still Drops

After contacting BT 6 times and 5 Hub5's later enough is enough. The router resets itself many times a day and all BT do is send another router. Clearly it's not the router and after some investigation it appears the BT network is overloaded. According to a professional BT wire everybody onto the same ring and that can not handle the bandwidth of everybody at peak times.

I contacted them a few weeks ago and they said they would monitor the connection. 8 router resets later over 4 days they claimed it had not dropped in the 4 days they was monitoring. Clearly they can't admit to the real issue.

They also told us that in their T&C's it states that the connection can drop up to 5 times a day so tough luck. I signed up for 2 year contract a year ago and I'm regretting it massively.

Any gamers or people that need a solid connection for personal use I cant warn you enough. DON'T GET BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Dartford BT  
Rang bt to request name change was informed or cas kr be changed due to having a credit check in that name. I can change my name with passport office mortgage and bank among many other credit accounts I hold. BT need to be more sympathetic and understanding and respect and individuals wish. Imagine shocking circumstances had occurred to that person and they cannot bear to see that name shame on your outdated and harsh service
  • Satisfaction
    1 star
  • Customer Service
    1 star
Swinton BT  
WORST BROADBAND EVER!!!!!!!

I am paying £35 a month and only getting 0.31 mb download speed!! This is a joke, went on online chat and she disconnected me before I solve my problem!!
Runcorn BT  
They keep putting the price up without telling me, what a shower of crooks.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasow BT  
Bt broadband from BT does not do what it says it will i was offered up to 32mg speed and yet i have never got over 25mg
almost every weekend i get up to 8mg yet i still pay the price for up to 32mg i then get emails asking me to take the higher broadband higher price and supposedly higher speeds yet BT's own engineers state i could never get over 32mg with the line i have now but still they push me into getting the higher broadband just so i have to pay more for the same as i get now something should be done about Bt and there practises
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
bude cornwall BT  
It was reported that BT loses broadband customers over other providers (the Financial Times) and here is why!

I am a psychologist and normally I use large quantity of data to conduct analyses and draw conclusions very cautiously. In this case however, I have a definite answer to the question “why BT loses customer” because I am one (or rather I was one until a moment ago).

Reason #1 Speed does NOT matter

We signed up to a plan that was “up to 76 mbps” but we suffer from slow connection and constant internet drop-offs. It turned out that we received on average a 30 mbps broadband according to the engineer BT sent to our house, in the course of checking the problem. We thought it was not what we signed up to but BT insisted that they had provided “satisfactory” service.

We were told that a contract of “up to 76 mbps” means a service of 1-76 mbps and the guaranteed speed was determined by a rather mysterious equation that the BT server decided upon running a couple of weeks after the customer registered. Many factors could influence the guaranteed speed such as the service to a nearby household. Therefore, each line could be different and in our case the number was “17”. Therefore, we received a service of 30 which was faster than what we should receive. So BT could not admit they did not deliver a service they had promised despite we had been paying for a plan of 76mbps; excuse me, UP TO 76.

Reason #2 WiFi is NOT their problem (but mine, the customer’s)

We were unable to watch a movie by streaming neither from Apple TV nor Fire TV because it would be constantly loading. When I mentioned this as an evidence of poor broadband service I was told that BT only guaranteed a wired connection and WiFi signals depended on too many factors that they could give no answer to a WiFi problem. As we already received “faster” speed than we should (not what we paid for though) the WiFi connectivity issue had nothing to do with their business. One of the technical support advisers was kind enough to suggest me to use a portable radio detector to look for the potential object that could significantly interfere with our WiFi signal in our house, but again, that was not what BT should be concerned about.

As a matter of fact, BT provided a signal extender to plug in beside the TV and for the TV box. Actually we constantly lost signal of TV channels too (the channels through the box not the antenna), which indicated they were not so innocent an non-involvement of the WiFi problem. After all they knew a signal extender was necessary although it did not work.

Reason #3 Tick the box and kick the ball

As described above, the conflict between BT and us (the customer) was quite difficult to solve (even for a psychologist who studies problem solving). On the one hand BT thought they provided a satisfactory service (above 17); on the other hand we felt let down and not given what we paid for. There was a huge discrepancy between 30 and 76 after all.

When we started expressing our dissatisfaction and suggested we would leave BT as a result of this dissatisfaction, we were forced to speak to different persons from different teams, including customer service, technical support, and different levels of managers, at least 10 of them. All of them suggested something but could not improve our satisfaction which was a matter of fact. Why? See reason 1 and reason 2! Because speed does not matter to them and WiFi is not their problem.

In this dilemma, BT did employ the best strategy which was to tick the box and kick the ball. Each of the personnel said what they could (not doing anything please keep in mind they merely talked over the phone except for sending a person who confirmed that we did receive a speed of 30mbps) and then passed us to another person. I felt like I was talking to many tape recorders as they repeated the same things, such as “you have received a faster speed than you should”, so many times.

The end (or NEVER END)

We paid a penalty to leave BT. We are celebrating because if there has to be a cost of breaking free, we were happy to pay for it. What matters here was to stop losing and suffering any longer.

Hooray BT should celebrate too: a customer PAID to leave, which in itself says a lot. My list of reasons were only based on one case but I can guarantee its veracity; the only shortcoming of this analysis is that the list of reasons to leave must be incomplete.
leicester BT  
Signing up to the contract in the first place was easy, at the time only ADSL was abailable, at 20 MBps. I knew I couldn't get better than this at the time, but BT still tried to push a speedier and more expensive package on me. This package worked fine, but once the contract expired, and, I suspect as fibre became available, I recorded speeds of as low as 2 MBps. As we were out of contract, I'm now paying £47 per month for this. Tried to upgrade to fibre through BT, only to find that fibre is available for £29 per month to new customers but £53 per month to me!!!!
At the time of the contract, they of course sent me a home hub, I hate these, they portion off a chunk of your signal to broadcast as a BT Openzone, and aren't very good. I have my own wifi box and broadcast easily across the house.
If I test my broadband speed on BT, they don't tell you what the speed is, just that its 'OK'. Funny that, when I know it is a very low speed.Then if you follow the prompts, they reccomend moving your box to the middle of the house. Guess what BT, it IS in the middle of the house.
So I have switched to Vodaphone fibre for considerably less money. Not switched on yet, but feels as though BT have been robbing me blind to be honest!!!!
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    2 stars
Cheshire BT  
Bt have the worst customer service I have ever seen or heard have, the WiFi is so poor we have to use our mobile data
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Coleraine BT  
I'm looking at all these reviews and can't believe it...you would think no one is happy with BT!...well I am! I know they are not the cheapest, and you can always see a cheaper deal somewhere, but sometimes the devil you know is the best options. Other than a lower speed [30mg]than expected, I am more than happy with my broadband/phone service. If the day ever comes when I am not, I will look around but not use the reviews on this site for reference as they are not a reflection of the true situation with any provider.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Keighley BT  
5 weeks of stress, cancelled contract by BT, reason? Still don’t know, engineer failed to turn up, numerous calls to BT, promised the world, of course it never happens.
End result, £108.04 taken from my account for a service I have never had. Was told yesterday that will take up to two weeks to be reimbursed. I can’t even give a star rating. SHOCKING
Bucks BT  
I would never recommend you to anybody. If I'm late with a payment you go crazy but it's ok for me to wait 5 days for an engineer.never would recommend you, infact I would go out of my way to tell anybody not to make my mistake. Worst service ever,slow internet. Joke. SERIOUSLY THE SPEED IS A JOKE. STAY AWAY FROM BT.
BT  
Months of problems with low speed. Get different advise each time I ring. Did stumble across a BT forum and the teckie guys were helpful but service has dipped again. Frustrating
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leyland BT  
Tried to order broadband & phone on 2nd March with delivery/engineers vist booked for 19th. Broadband cancelled by BT with no explanation. Re-ordered with phone & BB to be installed 23rd March. BB cancelled again. Reordered for 3rd April. Exixting phone & BB disconnected on 23rd March. BB still scheduled for 3rd April, no phone until 5th April.
Totally cheesed off - no info about what, or why it's all gone wrong. Staff seem to be trying to sort it out but BT/Openreach couldn't organise one in a brewery.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridgeshire BT  
Horrible service, taking ages to install broadband. Failed installation, cancelled order three times, previous broadband disconnected now without broadband at all. Always try to blame others. Keep on promising someone gonna call you back but nothing. What a waste of time will be cancelling my order ang going back to Sky!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
4th complaint in 3 months
Now broadband off been told may be 2 days
Hopeless
Useless service
Will be going back to sky
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Glasgow BT  
Never had any problems with our BT broadband. Reliable, very quick and unlimited downloads. Cost was a bit higher than elsewhere but worth it in my opinion.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Worcester BT  
Absolutely terrible customer service. Was overcharged on a bill and was promised a refund - this wasn't processed so rang again and was told this would be reflected in following bill - it wasn't and in the end I had to chase up 3 times. Now waiting to see if refund comes through. Won't be staying when contract ends.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
York BT  
I switched my internet provider from Sky to BT two months ago and I have nothing but problems with the reliability of the connection and the service I receive. The internet connection drops out and I get very low speeds to the point where I cannot open a web page! In the 6 years with Sky I never had any problems with connection or any cause to call customer services.
Every time I contact BT they test the line and find no fault, they say the line is not dropping and fob me off with the same old things to try, on the last call I was told BT they will only guarantee a wired connection and told me to hard wire all of my devices or to look to change my provider. When I asked to leave my contract due to the issues I was told I would be charged. I am now trapped in a contract that does not deliver the service I need consistently.
BT customer service is very poor and they do not care about their customers and are only interested in fleecing them for the money. I do not write review normally but I felt compelled to write at my disgust at the way this company treats its customers.
Do not use BT for internet, if you have problems you will be on your own
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester BT  
Most expensive internet provider in the country with 42.99 for brodband and line rental and stupidly expensive call charges.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
I am BT customer for a number of years. My problem with the service is:
1-The service not reliable and can stop working for no reason. You spend time (hours) with BT support and the service come back and the question when will stop next time. It will not disappoint you until you see the Hub flashing.
2-Calling BT is old from the book customer (NO) care. Your call is important to us kind of. We are very busy and your call is important to us. The same story every time.
3-As a closed my bank account where the Direct Debit goes from the service get restricted and when I realised that (and it is my fault), I immediately paid by card and set up direct debit. I have been told the service will be back within four hours. But guess what. seven hours and the service not back. Then typical BT the time frame changed to 24 hours.
At the end I started looking around and I am moving away from BT. No need for the hassle of unreliable service where you can have a much reliable service from another provider and for less money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Romford BT  
Absolutely atrocious. They do not give a damn about the rubbish service they provide or the inconvenience and stress caused to the customer. Avoid at all costs and use a competitor. Three weeks after having equipment delivered we are still without tv channels or adequate WiFi. We have taken days off work at cost to us, for various engineers to come out. They haven’t fixed the problem but BT have still charged us £54.00. We have called customer services at least 15 times, again at cost to us. They refuse to compensate us for wages and time lost or refund us the £54.00 they have charged us for services they haven’t provided. This is actually fraud but again they don’t give a damn. Direct debit now cancelled and equipment going in the bin!
Burstow BT  
They are just about making money and increasing charges. They continually increase the cost and tell you they can’t reduce it, yet they offer new customers cheap deals. They make it difficult to exit their contract and if you change anything your 18 month contract automatically renews. This industry needs regulating it is disgraceful how they operate. These are meant to be industry leaders.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Rossendale BT  
I have just had to cancel a new package with another provider because BT made it too uncomfortable for me to cancel my existing one which has been giving me ongoing problems. Basically the people i spoke to found it neccesary to CROSS EXAMINE me about why i am cancelling and asked questions about my new package with no regard to how this made me feel resulting in me having an ANXIETY ATTACK. For now i am stuck with BT as my broadband provider until i at least have taken advice on how to deal with this upset in a stress free way
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wootton Bassett BT  
Shocking service, took five weeks to install broadband. Failed installation 4 times, cancelled same day twice, always try to blame others. Management unempowered to resolve customer issues of their making. Regret using.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Looe BT  
A total waste of time,complete rip off. Far to expensive ,soon as connected price goes up. Have changed to talktalk all good half the price with free 24/7 phone calls. B t cant even get my address correct I stopped final dd payment been sending final bill to the wrong address insisting I used to live there, want to charge me £7.50 laye payment fee for their mistake. Been getting phone calls from aragant women who insist bill must be paid now, give us card no, no way baby. B t is one of if not the worst company I have ever dealt with. May they go bust soon.Do not deal with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hailsham East Sussex BT  
BT provides the worst service I ever received in this world. They left me with nearly no broadband for 3 month sending me engineers that decided that there was an internal fault in my wiring. Everybody knows that they are responsible to deliver a signal to the first junction box in the house and everybody knows that with all other wiring disconnected it should work. Not with BT after numerous calls, chats, letters, they only found that they want to charge me for their engineers visits. I closed direct debit for them after three months with no internet but horrifying bills. I went to another provider and from the next day onwards I had a superb signal and no worries except BT chasing me now to pay their unjustified bills.
I don’t trust them nor their works they just try to justified their engineers visits with lies for stupid people that don’t understand electrical problems. Their disadvantage is that I used to be an electrician and do understand all their lies.
  • Satisfaction
    1 star
London BT  
If I could give this company 0 stars I would.
The treatment of my family has been absolutely diabolical. They have admitted time and time again that they missold policies to my elderly parents and yet months on, despite my efforts nothing has been resolved. My family live in a remote area and without landline communications, they are completely without any form of phone or internet. This is very distressing for elderly people as well as constant harassment from different departments of BT demanding bill payment, despite the complete admittance of fault from BT. As a medical professional, if this was a small company, this would be considered a safeguarding issue, exploiting elderly people. I am absolutely appalled. If only my family lived in an area where they could get Virgin service. If you can be with an alternative company to provide your communications then I urge you to do so. This is a large corporation taking advantage of the public. I would like to know how many other people have been missold tariffs and are in a similar situation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Peeblesshire BT  
Was with Virgin left for BT, BIG mistake, wrong TV box sent, got that sorted, then the major problems started, tv and broadband constantly dropping when phone rings, all efforts to fix blamed on my side so I will need to pay for an engineer. Read reviews of other peoples problem with BT and found that my problem was common. Phoned BT and on chat lines so many times.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
greenock BT  
DO NOT USE BT!!! - If you even consider using their service, DON'T!!!! Please - if you are looking at broadband and are reading this, take it from my first hand personal experience that these criminals want your money and nothing more!! I had signed a contract with BT and it took them 3 months.... 3 MONTHS to actually get the internet to work, this involved calls nearly everyday of which the representative on each occasion had no idea that I had called the day before and made me go through the same steps every time to check my broadband was working then said "call tomorrow and see if it repairs the issue". They made me do this for weeks! Then said they had sent out hardware which they hadn't as each time I called, the representative then told me that nothing had been sent and they themselves would send out the hardware... that took 3 attempts. Had I have wasted as much of their time as they had of mine I am sure they would charge me for that too!!

THEN - when I complained they offered me a £10 compensation... £10.... 10 measly pounds after which by this point the contract had cost me nearly £150... for no internet!! That is like robbing a guy and not going to court for it!! Then when I ask to leave they want me to pay the full contract. which is 2 years long! Needless to say, they can't get their act together, they are absolute CRIMINALS!!!!

I sincerely hope that NOBODY even thinks of using this service, it is slow, expensive and the hardware they provide you with would be better off being used as a frisbee. ABSOLUTE UTTER RUBBISH!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Sussex BT  
Dreadfully slow speed
1.78 Mbps at 20:00 18/03/2018
When, oh when is the speed going to improve
No stars at all for BT
Lynsted Kent BT  
Never in my life have I experienced such poor service from any business I have dealt with. But I now understand why BT is worth billions because they charge you extraordinary rates and offer you a sub-par service (and I haven't been connected to anything yet). First of all I ordered my package on the 17th February, now its 18th March and I still haven't been connected to the internet.At the 27th February a engineer named John came round , he gave me the wrong advice, did nothing and left (his advice wasted a week of my time chasing loose ends regarding the internal wiring within my home, which is work I realised now he should of done). On the 5th March an engineer named Len also came to my home and did absolutely nothing and left. On the 9th March an engineer supposedly was at my property but she/he didn't even bother calling or knocking , she/he just took a picture of my house and left. On the 16th March , finally an engineer did his job properly and wired my home internally. Now all that is left is the external work, an engineer on the 16th March was supposedly meant to come but the person didn't.

Now please keep in mind between all these dates I am calling BT every single day and wasting my time trying to get an update on how to resolve my issue. There advisers are just as bad if not worse than there engineers, I've been given mixed message and flat out lied to. For example on 16th March 10-11 am I was promised internet by the end of the day by an adviser named Ohm and this is a straight lie to get me to hang up. PLEASE AVOID BT AT ALL COSTS , the only reason I haven't cancelled because me and my family are desperate due to us moving into this property recently. DO NOT CHOOSE BT , STAY AWAY FROM THEM. BT is the first company to make me lose faith in people.
North-West London BT  
Shocking service, previously with sky who I left because of cost, BT infinity is supposed to be great but the internet suffers in drops constantly, the fault was reported and an engineer booked who failed to arrive, I called BT to ask where the engineer was and was told that it had been cancelled due to having been looked at by another team from BT who found no fault funny that as when I was on the phone to BT the internet failed again! no email, text or call to tell me that it had been cancelled, so please save yourself stress and time and go elsewhere, BT has now been cancelled after only 2 months without any penalties due to them admitting that they are useless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Trowbridge BT  
Disgraceful service. Order placed in early dec and no connection in mid March . I have formally complained and been put into "intensive Care". This involves an off shore person calling me with incoherent updates every week using technical jargon that they are reading off of a screen, and nothing now happens automatically and requires human intervention which doesn't happen. So, step 2 gets completed and step 3 doesn't get initiated until I get on the phone and chase. I have wasted 8 days off of work, and am drained. Dreadful, dreadful service especially the offshore "intensive care " team. I am cancelling my order without getting connected, after around 30 phone calls and 8 days off of work I am drained by it. The regulator should revoke their licence.
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Herefordshire BT  
Do not sign up to BT they will take your money and not give you what you are paying for. forget customer services they are a waste of space. they will give you features you dont want and charge more and be unable to do anything about it. Sky are a million miles better and will move back as soon as possible. was grossly misold the product and am very very unhappy. will never use or trust BT again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Stoke on Trent BT  
AWFUL , signed up to a broadband deal which was advertised to include 18 months free bt sport , they then didn't honor it and blamed me for not ordering it right when i followed the link and it was plastered all over the screen stating i would get it. they then said they would give me ten pounds goodwill which was not good enough as i moved from sky which was cheaper to get this bt sport deal. awful customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Weston-super-Mare BT  
I'm very very disappointed since I've joined bt I'm spending £31 on only broadband yet I've been over charged a few times which was bt fault and claims its a mistake!and due to that I ended up getting debts from the bank each time. Costumer services always give you different information .I also have waisted allot of monthly minutes on just contacting bt. You are losing a jenuinly lovely costumer who quiet frankly had enough and will be thinking of cancelling contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newport BT  
BT Infinity is a waste of time, energy and money. They are incapable of delivering on their own contract terms. Dismissive, rude and obnoxious customer service when trying to complain and escalate unresolved issues. Stay well away if you actually want any kind of decent service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
As my current BT broadband/calls package is costing £37.99pm, I checked on BT website to find that "new customers" can get the package for £24.99. So I used the online chat - after a very long wait for an adviser - to ask if I could get a cheaper deal (or quit BT!). Eventually was rung and passed over to a sales adviser to whom I complained I felt I was paying too much and what better deal could he offer. He first offered a contract which was only £6 cheaper, then when I prevaricated he offered a 2 yr contract at £29pm - but only if I placed the order there and then (altho I would have 14 days to cancel on receipt of their confirming email). It was stated that if I didn't take the deal today, there was no guarantee it would be available on a subsequent enquiry!! Needless to say, I told him I was going to explore a different provider, and I hung up!! Bully boy tactics I will not abide.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Midsomer Norton BT  
Oh...dear...a month ago my internet went offline. Engineer came out then it took a week to fix. A month later its down again. Call for engineer first meeting missed, arrange another, that was also missed too! Called to find out whats going on only to find put problem with exchange and ports...not acceptable. Its still down now and has been now for 2 weeks out of a month and keep blaming the ports and the exchange like they think we wont know wjat they mean when im involved in IT. They dont know what the problem is and the service is poor. I will not recommend bt to anyone. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Liverpool BT  
As existing BT customer just attempted to upgrade from copper to fibre (Infinity) Broadband. As usual with BT this has worked OK technically, but horrendously / comically badly in terms of dealing with BT admin.
Started with an appalling website, very difficult (for a very frequent online user) to determine current package and costs; rip-off prices for loyal customers (new customer deals for £25/ month are £50/month for existing!); after two phone calls agreed a better price, but order confirmation entirely wrong (standard prices); two phone calls, one formal complaint and a month and not sorted out the pricing. BT = B??? Terrible!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Edinburgh BT  
Broadband speed is quite variable and the wifi signal often drops out.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
North Somerset BT  
BT Broadband is by far the worst service I have ever had. Thier speeds fluctuate from 2mbps to 50mbps constantly and very often disconnects you completely. After 5 days of no internet and numerous tests We had a new hub,which they charged us £50 for and still nothing. When an engineer arrived he found we had been disconnected from the green box in the street. No apology no compensation. It's a disgrace.
Wirral BT  
Moved the house 5 weeks ago and still got no service.Been pushed from pillar to the post.Very poor customer services spent hours on the phone.Been promised connection few times and there we are 5 weeks later still no internet no tv and no telephone.No goodwill gesture NOTHING.Thats how you get treated after being loyal customer for over 5 years.Another phone call today stating that the service that ment to be starting in 2 weeks was cancelled again.And all they had to say is sorry.Very poor customer service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Milton Keynes BT  
very bad at everything, never tell you the truth. nobody helps with your problem. THEY ALWAYS OVER CHARE, SO IF YOU CHECK YOUR BILL THEY WILL KEEP ON OVER CHARGING. WE WILL NEVER RECOMMEND.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UXBRIDGE BT  
I foned on the 8th March , afternoon, I had a BT guy at my door by 845 the next morning in Dunoon. The man was very friendly and explained things very well and resolved my problem and I felt that he did his job very well. All I know is he has jinger hair and works in dunoon. Great asset to your company.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
DUNOON BT  
I was recommended BT after ringing a company that would stop my contract with Virgin Media and set up a new contract with BT in my new area (VM doesn’t provide its services in Old Colwyn otherwise I’d have stayed with them) and I have never been so disappointment in my 5 years of living alone. I got told that my tv box and internet hub would be delivered on the 08/01/2018 which it was. And the engineer would be coming out on the morning of 09/01/2018 to install and set everything up for us. On the 09/01/2018 everything was also meant to go live(which it didn’t!!). No engineer turned up but when I opened the boxes, I found instructions that I was to set it all up myself. So I did and nothing. Rang BT to be spoken to like dirt and laughed at because I wasn’t sure if I had done it right. The woman hung up on me so my husband called back the next day as nothin was working still. The kind gentleman apologised and told us that he couldn’t get an engineer out until the following week. Following Tuesday, a young man came out and set it all up for me and left without seeing if it was working(which it was not) so another phone call to BT and they wanted me to wait a further two weeks for another engineer. I told them that was fine but I wasn’t paying for my services for the time I didn’t have them. The guy started shouting at me down the phone and hung up on me, AGAIN!! Two weeks & several phone calls later, someone came out to my house and told me that the box didn’t work and he get them to send out another. 10 days later that turned up and I still wasn’t receiving the services. By this time I’d lost count of how many hours myself and my husband had spent on the phone to BT and they agreed to take money off my bill. SIX POUND was all they could take off my bill when 5/6 weeks into having the contract I had no services. I fought until I was blue in the face and eventually they let the bill go. I told them I wanted to leave BT & they told me it was £700 to cancel with them bc I was past the time line. BY ONE DAY!! They are bullies and their customer service is disgusting. Eventually they agreed I could come out of the contract after I threatened to take them to trading standards!! AVOID JOINING BT AT ALL COSTS. I’ve had to keep my internet contract with BT and I don’t haven’t had a problem since I was guided over the phone how to fix this. But I still wouldn’t recommend.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Old Colwyn BT  
Absolutely the worst customer services I have ever encountered! Three appointments now moved to have install and one was given to someone else when my wife waited in from 8am until 6pm for a 8am to 1pm appointment. New date confirmed and then a call to reschedule further down the line again. No one interested in sorting after explaining the issue to three different people in different departments! Dread to think what it would be like when you eventually receive the services!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Chester Le Street BT  
What a great person to have working for your company! Darren Williamson was so Polite and very helpful. After 6 months of waiting to be connected back he came and said that some has took our phone line- why the last couple of people couldn’t work that out I don’t know. Thanks Darren your the best.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Brightwell-cum-sotwell BT  
Not worth rating bt the customer service is a lie they are not willing to help it's all about the money always check your bill they will charge you for things you have not got they were charging me £75 on top of my bill which when ever I rang them they were calling it a business where as it's a private family owned terrace.
I am allready Ill and I did not need this rubbish of theirs extra money for nothing.
With all honesty I do not recommend BT to anyone I have been with them for over 20yrs and they do not respect that all they want is money for free I would only recommend Virgin for good service which I have heard about and the Internet will not cut off..


BT broadband is not reliable and is slow that's my experience with them.
Bradford BT  
Our BT broadband is so slow as to be useless for anything other than email. I have reported the fault again, but they insist there is nothing wrong with our 0.5mB download speed.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Warminster BT  
I've never received worst customer service in my life than with this company. Went onto the live chat as I was charged quite considerably more than what I should've been for my bill. So after just under an hour of speaking to 'aditya' male or female who knows? She said let me speak to my supervisor... a few minutes after receiving that message, he/she left the chat. Leaving my problem unsolved and I didn't receive a phone call or email or anything in response. He/she was quite happy to just leave it at that. Undoubtedly the WORST 'customer service' I've ever received. The broadband speed is good ill give them that but apart from that I wouldn't recommend this company to anyone unless you want to be ripped off monthly and be treat appallingly. Disgraceful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Sunderland BT  
DO NOT trust BT
DO NOT try to place your broadband order using their website (they will cancel it and force you to phone them)
DO NOT phone BT without recording your call
DO NOT finish your conversation without understanding every single word they say (foreigners, they will trick you)
DO NOT expect they sign you up for the contract you asked for
DO NOT think they won't lie to you in order to get more money
DO NOT believe they will cancel your contract easily
DO NOT hang up the phone without getting a confirmation email from BT of what you agreed
BT  
Awful customer service, I've been trying to resolve an issue for the last 8 months since I moved into a new property but it has been my worst nightmare!

Stay away, this company doesn't give a damn about you as a customer, they will just milk you!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Is this the worst most heinous bullying company in the UK?
Hike their prices up whenever they feel like it and when you exercise your right to leave they try to bully and threaten you with all sorts. This is the second time (yes, how stupid am I) I have been with BT and I left them early last time because they upped their prices mid term. Chasing a fe £ that time cost lost them £100s, now the same thing has happened again.
To be fair to BT I know people who simply pay the increase and are happy paying through the nose so I guess overall the awful business model of ripping people off does work for them.
However BT will never ever get my direct custom again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Isle of Wight BT  
Avoid at all cost. Worst company ever. Didn't keep appointment and no-one contacted me to explain why. Customer service is abysmal. Have made a complaint but they still don't keep me up to date. Nobody tells you anything, just a load of lies and fobbed off.I hve no idea what the problem is and why it is taking so long to have my broadband conected. Will be looking for a new provider and cancelling my order.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BRISTOL BT  
Worked fine until 2 months ago. Now it drops connection randomly. Bt help desk are worse than useless and are unable to answer why or even fix it. Speed is decent IF you can keep a reliable connection. An ISP I would not recommend anyone take up. Also as a point of note, had my net go down for 5 days with no support from BT. Not the service I expected and definitely a service I am leaving
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London BT  
I have been waiting for BT to connect our broadband for 4 weeks. They have had to cancel the original order and create a new one today meaning we will be without internet for another 3 weeks. They claim we can use their BT wifi network but their own website shows it is not available on our road. Terrible service. Offered no help. We paid £59 set up fee which was more than other providers. Would not recommend
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol BT  
Worse then dreadful
Some 40 years of good BT digital service gone in a puff of supposedly high speed broadband . But haven’t a clue on performance and service . My broadband has not worked properly since I took it up 4 months ago . They tell me it’s my iMac that’s faulty so I arrange to take in to Apple Then I think it’s my iPad that’s gone wrong so I buy new iPad . There nothing wrong with Apple it’s bt How I would like to cancel my contract .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ayr BT  
Completely and utterly useless.
They don't turn up, they give no reason and won't even call back to offer a new appointment.
But they're happy to add services to you bill that you haven't asked for.
Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Suffolk BT  
As I was not sent a email bill I was not aware until later that there was a mistake in that bill. I had been charge for a service I do not have namely B.T. Sports .
no WS63038094
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
glasgow BT  
Hi everyone !
Me and my fiance are with Bt since Jun 2013. We lived in LLandudno for 3,5 years and we had network disconations and speed internet problems. My fiance alredy spend on phone over 50 hours talking to Bt staff.
Now we live in Colwyn Bay and you can gues it is the same crap and again useless phone talks with BT staff.
I do not know if i have to laugh or cry, becouse for 75MB we are paing over 50 pounds and we can not change our bordband becouse of our contract !
It is my nightmare becouse i loooovee playing mmorpg and i need strong conetion. I really want to cry.
I am absolutly unhappy with BT it is an expansive nightmare.

Aleksandra
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
North Wales BT  
Got told our bt box was getting delivered never came the day after an engineer was ment to be coming out never came didn't even get a phone call to let us know rang up again and said they would call us the following day but didn't so we rang them to find that apparently the order has failed twice but every time we rang they kept telling something different!! Absolute joke!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
York BT  
BT is overpriced and Customer Service is rather arrogant.

They do brag constantly how well they are whereas they cant even keep up the internet speed as promised despite of many repairs and support.

I understand this may not be the case for many but still the arrogance is a real put off by the Customer Service in general.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London BT  
54mbps on a guaranteed 100mbps minimum line. I was told 80 down and 20 up were my minimums, I get 54 down and 8 up.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
Derby BT  
I’m moving house soon and these fools can’t even keep my internet working. “Their system has shut them out” but of useless morons at part from one chap I spoke to who was nice and helpful. I would go to any other internet provider instead.
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    1 star
England BT  
Constantly crashes and isn't even close to the speed you pay for with the worst customer service imaginable. Steer clear, they are useless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scotland BT  
Trying to upgrade to Ultrafast - got an email saying it's available, try to buy and website says it's not. Speak to customer services, apparently their 'old system' knows its available,. hence the email, but the 'new system' doesn't, so they can't sell it to me. So they say they will fix that and place the order for me, even give me an order number. Long and tedious story cut short, that order had never been placed, raised complaints, spoke to every man and his dog in India multiple times, still not fixed. Utter shambles.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
Nantwich BT  
We moved house 2 weeks ago, was meant to have an engineer come out Monday and no one showed. Partner rang and was told we would get a call Tuesday, still nothing. I rang on Wednesday and after speaking to numerous people I was put through to Josh. He sorted us out, used his common sense and a new broadband box was sent out the next day, which I set up. (An engineer was never needed.) brilliant customer service from Josh.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
BT  
We’re towards the end of a line in a semi rural location with very old wiring. Speed and reliability is poor, service is poor and cost is high as we pay for high speed in order to get best speed at box before it starts to deteriorate over the distance. BT have no interest in improving the situation and other providers do want to take it on or “network is not released to them”
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Longdown BT  
Shocking service, claim to be unable to get openreach to return and install service correctly as broadband and phone work. However fail to grasp that open reach have run cables all over neighbours property. Installed on the 15/02/18 I cancelled morning of the 16/02 as BT kept saying there was nothing they could do. I’ve now had to go to another provider and hope all goes well but have lost my phone number which I’ve Had for over 20yrs, have no broadband for over a month as I can’t have time off work for another month to be there for another installation and have one very unhappy neighbour to boot. All I kept getting was sorry, sorry doesn’t put this right. A simple call to openreach from BT was all that was required but no it’s all too much trouble.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oldham BT  
Couldn't organise a booze up in a brewery
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
MK BT  
When it works everything id good , when it does not you are in a sue for a call centre in India. SHOCKINGLY poor customer service. Very nice & friendly but totally ineffective. To solve issues with Mac network connecting to BT home hub I ended up calling apple (sorted) - BT hopeless
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
High Wycombe BT  
Honestly. It's been a year of absolute hell with BT. Guys; do not bother. Most people I know are now with sky and I have heard nothing but praise. (And yes before people think this is one bad experience, I have been in contact with BT on a weekly basis for months now... Have replaced equipment and wiring... And guess what- I'm still paying the bill. Cannot wait to terminate)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Have been with BT for about 12 years using their broadband and fibre services, packaged with a landline. The service has been very reliable and easy to set up. The one time we had problems, the router was replaced (for free) and immediately resolved the issue.

However, despite the service offering up to 40Mb, we're lucky to get 20 - good enough for what we need, but not as good as advertised, and not likely to be good enough moving forward with the increasing demand for bandwidth.

The price has also risen significantly recently - nearly a 30% rise over the last year. As a result, we're looking for a lower cost deal, either with BT or someone else. That's not reflective of their value over the length of our time with them, but of their current price and what we get for it.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Hertfordshire BT  
I had been with bt over 3 year and I actually was puying more then a any new customer you will get notting for been loyal with bt and connection actually very very poor 6 mbps for 30.99 thats a a joke I won't recommend bt to anyone walk away if u cann better then stay
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Enniskillen BT  
Your time is valueless to BT. Be prepared for connection failure followed by waiting in for a 5 hour window with no pre-call when en route. On arrival the engineer will tell you the problem is their end as it always is (there's nothing in your home that can go wrong). Mendacious incompetents uncontrolled by effective competition and consumer advocacy. They make masses giving rotten service so why make any effort?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cambridge BT  
Can not wait until contract is over. always losing connection, its the worst internet we have ever had. the router is rubbish.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
uk BT  
£50/ month - Slow connection, connection dropped everyday. And yes I did report the fault. I have been woth the company for 2 years now and nothing changes. It’s almost everyday now that I am struggling with this. Still this is not a good internet company provider
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester BT  
Returned to BT for phone services after trouble with Talktalk and for broadband when free serve died. All was fine for a year or so, then got charged for BT sport which I expressly states I didn’t want, I managed to get a 50% refund and will never trust BT again (this was common practice and BR were fined by Ofcom for malpractice). Since then I have had numerous faults with noisy, crackly and intermittent phone line and unstable broadband. Despite hours on the phone, 6 engineer visits( one of which didn’t arrive), and a massive collection of data about broadband and phone stats, 8 months on I am no better off. It took 6 months for my fault to be escalated so I didn’t have to repeat myself each time I called the Help desk, the fault is now managed personally by a very helpful manager but she is hamstrung by the disastrous BT fault management procedure. I am now out of contract and paying a fortune for a disastrous service, but don’t feel I can leave whilst there is a fault as who ever I move to will still use theBT Openreach lines and I’ll have to start all over again.
In summary, untrustworthy with sharp practices, incompetent, unreliable and poor value for money. Avoid like the plague.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Harrow BT  
Totally, totally useless. We ordered our service 3 weeks and a month later nothing, Crap provider. I would NOT recommend BT to my worst enemy. Shocking, atrocious service. Please do go somewhere else.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
E7 BT  
Total disgrace again by BT. Dealing with them since October. Indian call centre. Nobody know what they are doing. You have now lost our shop account as well. Should not be allowed to trade. All blame each other all the time.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh BT  
I would not give even 1 star. Horrible customer service. Do not deal with a complaint either. Wasted hours on the phone with them to find out that they have no idea what happened with my order, transfering to all departments where one person state that the order was cancelled and the next person telling that is still active. Wasted hours last week. AVOID!!!
BT  
Called to lower my monthly cost spoke to Seb did a fantasic job and cut it in half.v Thanks Seb
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Bampton BT  
Worst ever service and broadband you can get. BT likes to do nothing but are very happy to send you stupid invoices for a service they do not provide!

Avoid at all time. Not reliable, Unfriendly and arrogant! Avoid this company! An absolute disgrace!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Craigantlet BT  
Had an email from BT to say that local exchange had been upgraded for more stability and possibly more speed. TWO WEEKS LATER my speed is still a quarter of what it previously was - and that was stupidly low - despite calls to and from "managers" (piss-up/brewery style) in UK and in India AND two Openreach engineer visits. All personnel charming and helpful but the dots aren't joined-up, right hand doesn't know what the left hand is doing. Result - frustration, loss of work, wasted hours.
IF ONLY there were an alternative in this rural area - but all rivals use BT's copper lines and we're too far away for the village's fibre.
What irks me most is the fact that we've had FIVE Mbps here in the past and now we're down to 0.6 despite NO new subscribers in our area.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
WR6 BT  
I have claimed that broadband speed I very slow.
They keep agreeing it's slow and they are working on it, this has been going on for over four weeks , it's still the same.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
Dougie. BT  
BT Infinty is really good - the kit is really well packaged, simple to set up and performance is good and stable.
Fundamentally good product makes up for the wacky world of BT customer service - perseverence is the key - keep going till you find someone sensible to talk to and ignore the muppets (eg the nice man who advised we had a problem with the underground pole). So far all has eventually come good in the end.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
TURVEY BT  
Not happy with this company, lost my Samsung galaxy 8 with my BT mobile sim contract inside as i used this sim with my handset witch did come from another network but used BT, when i lost my handset my insurance asked for proof of usage witch BT could not give me they had poor excuses to why they couldnt give this info witch i believe they should be as sim was used with that handset in question, i was told till blue in the face they could not provide proof of usage strangely, witch has now caused me big issues with getting my handset replaced by insurance no proof of usage no claim. so now im at a big loss of a £750 handset i cant replace and stuck in a 2 year contract paying £44 a month with no handset, no thanks to BT mobile not providing the appropriate info for my insurance company, when i mentioned court action bt all of a sudden managed to produce documents out of the blue witch did not even gel with my claim, so i believe this is made up and it come across very suspicious i am now forced with having to take court action at a cost to me, as a autism suffer and suffer of Asperger's i found my ordeal very very frustrating and distressing i have been without a handset since Oct now while dealing with this and every day my mental health gets effected and now forced to buy out for a new handset. i believe BT mobile to be liable in this case and having to take them and others to court over this now, id stay well clear of BT for mobile phones they have a poor reaction to customers issues and cant even do the simplest of things and unless you want to lose out i wouldnt even go there. not worth the stresses or action that has to be taken after dealing with them i also managed to gather over £50 worth of phone call charges to my home phone in relations to all contact to companies about issues revolving this. very upset customer and will never use BT again or advise people to go with them. I also had to go through the Ombudsman who sided with my insurance company and denied my claim due to no proof of usage so i feel BT are at fault and liable and act very suspiciously, i had to go through reconsideration with insurance and the ombudsman companies all to a fail due to one simple bit of info BT wont and say cant provide. Soon as a sim is put in to a handset that network is aware and details are logged of this imei number and with that number states what phone is used so why they cant do what other networks do is beyond me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Canterbury BT  
You sign up to an expensive 24 month contract with the first year prepaid. They hike the price after 12 months tell you you received an email 10 months in informing you of the price hike and giving you the option to leave. You show you didn't receive the email and they say this is an issue for you and your email service provider. It will cost you £300 to leave the new price hiked contact that you are locked into. BT is as scam and once I get out I will never use the again. Furious :(
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Aberdeen BT  
My Broadband speed is pathetic, so I went on line (again) to see if BT fibreoptic Infinity, was available as several months ago, cable was laid. The checker said "Yes its available" I went through the "deal" page ordered the fastest package, then with it in my basket it said "Not available in your area". Dear BT, as is said by teachers "You have plenty of room for improvement"
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
PE32 1JJ BT  
I put one star because I couldn't choose none. Absolute rubbish. Don't do what they say, don't deliver. In a new build, still no land line since September (5 months now) and no Internet since December (2 months) and we are still paying... A few engineers came to fix the broadband and connected us to the network of our neighbours to finally remove the connection as not set-up correctly. Still awaiting for some update, they cannot be bothered to tell us what is going on. Simply the worst customer service I have ever seen. I couldn't care less that they understand how frustrated it may be to spend hours on the phone to simply get an update. Stay away!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Uttoxeter BT  
My WiFi with Bt use to be the best in my town until some baboon who worked for Bt tried to put my neighbours enternet in and broke our and only came back the next day to fix it.

I was quite annoyed with this because when they did fix it my WiFi is really slow and they do not want to come out and look at it or give us a solution.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BT  
Absolute crap, can not wait to get out of this contract , which they keep changing their minds when that is. got a package for £36 a month but often get billed £85 for using the phone a hand full of times. Too expensive in this day and age, will be using my mobile from now on instead of landline.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newquay BT  
Signed to Bt internet and within a couple of weeks of joining the internet connection became unreliable, often cutting out, slowing down and now we have been without wifi for over 2 weeks. We have made 3 appointments and every engineer visit has been a no show. Completely unacceptable customer service team, who are unable to provide appointment commitments they can keep, to remain calm or to give reasons for the engineers not showing up. DO NOT JOIN BT!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
I had standard BT broadband with a speed of 2mbps, I contacted BT who said if I up grade to infinity I would get a minimum speed of 17 Mbps. I upgraded and only received a speed of 10 Mbps approx. I contacted BT several times and had line checks done and a visit from a engineer who said due to my location I was lucky to get a speed of 10 Mbps. On contacted BT again several times they would still not admit miss selling me the contract. I then contacted the ombudsman who found BT at fault for miss selling, said I could leave the contract with out penalty, have £40 debited to my account and 1 month broad band free of charge. BT now want to charge me £317.20 for leaving my contract early even though I have sorted another BT contract for infinity and the ombudsman has instructed them that I could leave without penalty. They are a complete joke, the service is a joke, there departments don't speak to each other, some of the staff(not all) are rude and ignorant, I really can't think of one reason why I would recommend BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Northwick, Bristol BT  
Awful customer service. Foolishly signed up to them after being told I would be able to upgrade for a low price when fibre was available. Now told my unusable slow broadband is what I am stuck with unless I pay a large fee to switch to fiber
Swansea BT  
Price constantly rises, indifferent and unreliable service. The only efficient thing about their service is the dependability of getting a bill
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Grateley, Hampshire BT  
Being able to see a Superfast Broadband green box from my window, yet only being able to receive 0.3Mb/sec is hugely frustrating. Our BT Broadband service is intermittent at best, dropping out at least 20-30 times each day! We have complained to BT so many times, several OpenReach and contractors have visited, assessed and concluded there is a fault between us and the exchange 4 miles away but in their opinion it'll never get addressed as the main road to Malmesbury from M4/J17 will require major disruption to repair/replace the damaged areas - which apparently there are lots of!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stanton St Quintin BT  
After signing up to broadband in the January deals which came with an awards card, they saying they could take over an exsisting phone line which was great, I would have broadband in two weeks, a week later they cancelled the order and said they couldn’t as the phone line was linked to another provider which was strange as the previous owner took their provider with them two weeks prior, I rang up and was promised fast tracking to hopefully get the broadband on the original date and I could still get the deal I was promised I just had to book it through the advisor, they then hung up and I was left confused, I rang back up and none of this was possible, A complaint went in and went to the offline team to investigate hoping they would honour what they promised after listening to the phone call, I had a phone call from the offline team just to say sorry, nothing else, pointless, if you want false promises and useless staff, BT is for you!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stockport BT  
absolute pile of junk ,i got wifi so i could watch a few films etc ,even with full signal all movies constantly buffering ,customer service couldnt even find my account ,now im stuck for 12 mths on a crap network with no signal and to top it all they tell you if you cancel you will have to pay the whole 12 mths what a cheek .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
truro BT  
Sailing into third week without broadband. No one at BT seems to have a clue. Engineer has been out (spent 3 hours 'fixing' something. Was told all we had to do was call BT to resolve it their end. Here we are nearly 5 days later, still waiting for BT wholesale to assign and engineer. I'd move service provider at a heartbeat if they weren't going to get me on charges.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Kent BT  
Worst Customer Service ever, rang because my contract was changed without me being notified. got told an email was sent out but I have never received an email from BT. so now they want me to prove that I have never received the email and tried to make it like I did and was trying to get out the contract. worst part was he declined that I should speak with his manager saying he knows more than his manager, which is probably the case. Now I have to wait a week to receive a deadlock letter. He sounded so rude on the phone like he was not happy working there. quit if unhappy mate.
Wakefield BT  
I have now placed an order for fibre broadband with BT 4 times. The first two orders apparently didn't reach the engineers (I need fibre cable installing to my property). The only way I discovered this was because I called them to check on progress. The third attempt looked good, I received confirmation email almost immediately. Within 24 hours I then received another email saying the engineers needed to conduct a survey and therefore I had to change the installation date. Each application takes almost an hour, so by then I had lost 3 hours of my life. So I cancelled.
As I can only get fibre cable to my property by applying through BT, I tried again yesterday; order placed after a mere 45 minutes. I have still to receive the confirmation email which I was assured would be with me almost immediately. I am therefore confident this fourth order is not progressing but can I be arsed to chase them yet again? No.
I'll stick with Talktalk and their abysmally slow broadband speed, but at least they are competent.
  • Satisfaction
    1 star
Bury St. Edmunds BT  
Attempted to switch to BT because of a very good money back deal. A painful month followed of phone calls to their customer service line and 3 wait in all day visits. One of which they didnt turn up for. Appalling customer care. Just don't do it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Poole BT  
I have made lots of poor mistakes in my life, but joining BT is one of the worst. I was a customer with TalkTalk for 10 years and very few issues with them.

Unless you want to constantly lied to you than join BT. Over connection issues I have rung BT numerous times and they always give different answers. Every single time you have to explain the whole situation as they do not update the accounts.


I have been waiting 1 month and half to get my landline and broadband installed in Wembley and they have not even started yet!!!

Please, do not join BT!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Would NOT recommend BT AT ALL!!!! Money grabbing!!! Don’t look after their customers get them into a contact to TRAP!!!!!!!! them. Their an absolute joke. Asked to contact me through post if any changes so I can have that ‘30’ day cancellation time but nope still contact me through email knowing fullwell I don’t use it and I just gave it to them to sign me up with. Now they have emailed me NOT sent me a letter through post. Trapped me now but you think I’ll EVER come back you’re having a laugh. To the staff on the phones keep working for a joke of a company
Colchester BT  
I was virgin media costimer for 8 years.i chance my mind to swap with bt.SUCH A BIG MISTAKE i made I suppose to get internet on 25 jan after 3enginer visit still i don’t have internet at home i called them finally they gona send me another enginer wich is going to be fourth:))
Am i get internet maybe 31 jan i hope otherwise im going to go back virgin again.DONT GO TO BT !!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rainham BT  
Would not recommend BT. Have been a broadband customer since May 2017, just moved house to be hit with a load of trouble from BT. I have been paying for internet for over a month now and been unable to use it. It took them over 2 weeks (of cancelling our appointments on several occaisions, which may I add myself and my partner had to book time off work to fit around these appointments, only to be told on the day they are now not coming) just to get our line up and running. Now the line is finally up and running, the BT box is just flashing purple and not working. We have tried online chat several times to which we get told "We will calll you tomorrow" only to not recieve a call and have to go through the whole process again, in which still now we are waiting for a phonecall!
We get text messages claiming they have called us and can't get through, however, no missed calls on our call logs. If something isnt done immediately, we are going to take the matter into our own hands and seek legal expertise advice. My partner and I can both work from home and are unable to due to the lack of Wi-Fi, which we pay £35 a month for, RIP OFF!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
St Helens BT  
Up until last month I never had a problem with the company, then I had to move house. This is where all the problems started.
I moved End of December, to then get told I have to wait 24 days for an engineer to come out, so I booked the day off work and the day comes around for me to then look online to see they had cancelled my engineer. I contact them, they then re-schedule (so I had to take yet another UNPAID day off). There excuse was that they activated a line (which i never had). So the reschedule date was 2 days after. The engineer came, struggled to locate the ports, asked my partner where she thought it may be, drilled 2 massive holes straight through my wall, to figure that the ports wasn’t correct. (Partially filled them up).
Eventually the engineer located a smashed up port box, fitted a new one and connected everything up. But STILL the internet didn’t work, I contacted BT online support once a day for 3 days, each day they said they tried contacting me on my old number (which I updated 3 times)!!!! The last attempt they said they would call me within the next few hours - which they didn’t. Figures there is a network fault on their side. Too add onto it all they have put extra charges on my bill for internet that I’ve not been able to use! Oh and also, BT support needs fluent English speaking phone operators cause all 3 that dealt with my case didn’t have a clue what I was talking about (and apparently didn’t know how to update phone numbers)
If you want good customer service and problems to get solved quickly go somewhere else as British Telecoms are shocking!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Haydock BT  
Used to use BT fibre optic at my old property. Speeds were running low alot of the time. Called up to report a problem and they talked me through it on the phone. I fixed it myself then they still sent an engineer and billed me anyway £152. The engineer wasn't needed but they still sent him and charged me for it. Do not waste your time with this company absolute rip off.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Draycott Derby BT  
I have had terrible customer service from BT and have now been without home broadband for six weeks. They are very hard to speak to, and almost impossible to understand. Two engineers visits, and two failed appointment when nobody bothered to tell me of non attendance, and still no progress. BT not to be recommended.
Surrey BT  
Left BY after many painful (really painful) years. Even transferred to a business account in the hope of getting better customer service.

Over a year my broadband speed degraded from 15 megs (for the previous 2 years) to 8 Megs. BT maintained this was the 'New' operating level.

Left for John Lewis Broadband and after 3 months and 3 engineers visits (without talking to any overseas call centres) and relatively painless communication with JLB my broadbamd restored to 18 meg connection.

Shame on u BT!
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    3 stars
Kings Lynn BT  
Having been with BT twice over two separate 12 month periods, I have to say the company as a whole is TERRIBLE.
I have no idea how the staff pay structure works but I am going to guess that they get a financial incentive to extend or sign up customers to longer contracts.

My first experience was that I had ordered broadband, and having not received my hub on the date given, I called up and asked.
Only then to find two boxes arrived. I called up and spoke to an Indian call centre to find he has signed me up for a new contract.
This happens 4 times over a 6 week period. I had 4 running contracts running at the same time and was a huge ache to then revert back to my original sign up date, as all they wanted to do was start my contract date from the last one they had wrongly issued me.
On my most recent experience, having signed up for a 12 month contract, I had problems with my speeds and called them after a week. They said they will give me the faster service (for £x extra) which I agreed to. That was pretty much it.
When it come to cancel my 12 month contract, I was informed that I had agreed to sign up for an 18 month contract when my speed was increased.
Something not mentioned once.

There is no integrity in the staff whom represent this shocking company.

Speeds are ok but intermittent.
Customer services is cr4p
  • Speed
    3 stars
  • Reliability
    2 stars
Essex BT  
Constantly cuts out, customer services takes an age to contact and when you do get through they are absolutely hopeless. Only with them to get BT Sport, changing to another provider next available opportunity. Poor product, terrible service.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Berkshire BT  
Moved into my new house had bt setup my broadband fine no problem 1 week later they cut off my broadband for no reason at all when I rang they said that they had tried to reactivate the line and cocked it up I would have to wait 72 hours for a specialist team to call 1 week later still no call so I phone bt they put me on hold and cut me off five times when I finally got to speak to someone they said I will have to wait another week for a engineer and they would charge me 130 pound luckily for me I was still in cool down period needless to say I have now canceled bt and am waiting for virgin to set me up next week.customer service from bt is none existent please do not even think of using bt they are a disgrace any other company is better
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
uk gloucester BT  
Terrible. Slow and expensive. Infinity signal does not even go from one side of our house to the other. Unable to send e-mails since installation (can receive).
I work from home often, but broadband keeps cutting out half way through quote, so have to keep starting again.
Installing engineer was extremely rude to us and our neighbours, called them a four letter word. Made complaint but this was not followed up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Fleet BT  
Not only do BT feel it's OK to increase the price of their sub par broadband product, but they also find it very easy to cap speeds whenever they find fit. I have never bought a broadband product from anybody and received such a bad experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Failsworth BT  
Terrible customer service. BT left me with no broadband for 6 weeks because they said it was an Open reach problem and Open reach said it was a BT problem (even though there the same company) I was passed from person to person hung up on 6 times and promised 7 call backs that I never received. And when enquired about cancelling my contract I was told I would have to pay the cancellation charges even though they weren’t providing me with the service I was paying for. When they finally fixed the problem a very rude manger said all they could offer as compensation was my money back for 4 of the weeks did not have service and that money would only be offered as credit on my BT account not put back into my bank account. They also charged me a extra £130 for an engineer visit that was supposed to be free because my home hub was not working and when I asked for that money back they said they couldn’t do it because the ONE person out of the whole company that can do that wasn’t in. So I still have not got my money back because that one person still is not in and they’re basically refusing to give it back. I would STRONGLY advise anyone considering BT as there broadband provider to go else where. They are a joke and will just take you for a ride to try and get as much money out of you as possible.
  • Speed
    2 stars
Scotland BT  
BT are not cheap, they claim broadband speed up to 50mps, every time I check mine I just about get 17. So why should I pay out over £50 a month for such a slow speed. If I complain they say its my line in the house ,they offer to send a engineer out to look and want to charge even more money. Also if you have a long contract they can still put their prices up at any time.I would not recommend BT.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
GRAVESEND BT  
Terrible customer service. Too many departments and people passing the blame. If something goes wrong with your account it takes phone call after phone call before anything is sorted and nobody gets back to you as promised.

Most of the customer service team are polite but are using a system that is a complete shambles.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Scunthorpe BT  
What can I say and where do I start . I went with BT June 2016 I was an ongoing With Cancer Treatments, I had to have a large section off 1 side off my Face Removed . So there would be numerous Maxifacial Plastic and Optimology work to be carried out . Unfortunately I am Lao a Transplant patient. During the numerous ops Mum and Dad botched died in October 2017 with cancer within 8 days off each other . I was backwards and forwards also to the Hospital. Finances spiralled out off control . I phoned BT in January to pay £207.00 they said they had Terminated the Contract. I now owed £429.00 but no Service or House Phone . There attitude was appalling . But there was nothing they could do . I do not claim Any Benefits or get Financial Help . The Hospital say I am Vulnerable living on my own . The Jury is out . I rest my case . P.S I have had massive Support from my Bank and Credit Card Companies . Who Recognise Cancer . I Really don’t know what to Say . More than happy to send BT Facial Proof if anybody had the Stomach or Guts to see what is a Terrible Plauge on Society. Regards Steve N .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Rotherham BT  
Paying for Fibre and we have about 50% service. Less when it is a busy time. BT Customer Service say all the right things but rarely act on what thet say. They always seem reluctant to get Outreqach involved, my guess is that since they are now 2 different companies BT has to pay a charge.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Swansea BT  
I am absolutly disgusted with this company. Its an absolute joke. We signed up in September and after issues with them connecting us its been one thing after another. We are still waiting on a £45 reward back due to how much of a mess around we have had. We repeatedly had to chase everything up and each time speaking to someone different. Once our contract is over we will be going elsewhere. If I wasnt so annoyed I would laugh at how pathetic this company really is. The last time we were with BT they used to up the bill without notifiying and thats why we switched over. This time round we thought we will give them another try and we wish we hadnt!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Scarborough area BT  
We have been without broadband for 6 days as BT disconnected are connection after we asked to change provider! As offcom say your provider should keep you connected until your new provider take over. BT have broken the terms and conditions of our contract and we are still waiting for a call from case management but we have been told this can take up to 48hrs! Considering they are a multinational telecommunications company trying to get them to put this right is impossible please take note of this comment as they should not be able to get away with this service and we will be handing over our complaint to Ofcom
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Southport BT  
When it works it's not to bad...but operative word is 'when'. They are a law unto themselves and like all major corporations answer to no one. Customer service is zero... all you can do is just wait until they are ready to provide you with the service they charge an arm ans a leg for...gangsters
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
london BT  
OMG if anyone wants to get Broadband from BT - DON’T, been with them over 15 years and my B.B. went down between Christmas and New Year, first call for anyone employed was for today, so 2 weeks later, I waited for someone to come to be today, then first call “yes they are coming give them to 9am”, second call “oh it wasn’t booked properly so can’t do it till next Saturday”

Now three weeks no internet and used phone data and been told will not be reimbursed for that either. So Customer Services now less than 0%.

Sorry forgot to advised been on phone to them for over 4 hours all in all. So save yourself from the frustration and go hit your head against a wall as you will end up with the same pain. Go with any other supplier as though their customer service is also rubbish you will save some money.

Very frustrated BT loyal (until now), customer
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Bottom line: avoid like the plague.

My story.

Have had BT phone line and 'copper' broadband for 13 years in a rural location. Speed and reliability poor (1-4 Mbps, flaky, frequent dropouts) but what can you do deep in the countryside? Then, excitement! Fibre has come to our hamlet. We applied for BT Infinity. 4th Jan it gets turned on. Nothing. We have no broadband at all.
We book an OpenReach engineer to come the next morning (if 8am-1pm is 'morning'). I take the day off work. No engineer. BT have cocked up booking him. They reschedule for the next Thursday 11th. Another day off. Engineer rocks up past midday. He works for a couple of hours. "There is no way for you to get Infinity - the wiring of the boxes is all wrong. They shouldn't have sold it to you". Nothing to be done: going back to copper next week (I hope).

I lodged a formal complaint. Now we're arguing about compensation. What's their offer to compensate me for two days off work, at least 2 weeks without internet and 4-5 hours on the phone? £20. I've told them to think again.

Utterly disorganised, useless, incompetent rabble. Do yourself a favour and go elsewhere.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent BT  
Avoid at all costs! Horrendous customer service!
Initial connection took ages. Then they charged me before I ever got it, I called to complain and they told me to wait they'd fix the bill. In the meantime broadband was finally setup (for two days) then they cut the line cause they said I haven't paid the bill (of the internet I never had! First month's bill was something over £32 for basic speed, *up to 17Mb and phone line no special extras! Then after all that they charged me something over £15 for late payment!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London BT  
Fibre ordered 11th November 2017...as for years have had max of 1.5 speed here..Instead BT cut off my broadband totally 15th Nov to 15th Dec ...HOURS of phone calls after days at work to BT, & Openreach (for which privilege I am charged!)all over country & India, numerous promises of switch on and help, and repeats by myself that we have NO fibre and never had engineer call to fit box inside or out...achieved no fibre and a month to reconnect copper..stress all round as little signal on mobiles either. Children's A levels falling behind as all on line. Still no fibre it appears it's a "records issue" and I have to wait yet again... My patience with such an inept "business" is running out. Any other business would be closed down.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Heathfield East sussex BT  
It's obvious from the plethora of terrible reviews that BT suck. I agree that BT most definitely does suck. How is my £15 mobile phone internet faster on tethering than my £70 a month BT Fibre?! The staff on the phones pass you pillar to post with infrastructure problems whether you're contracted or not and can be unpleasant, along with crappy long queue times to do even the most simple account checks. Save yourself some time, choose ANY OTHER PROVIDER. You might save enough time to learn a new language, or maybe knit a jumper. Or at least you'll have a router provided that doesn't cut out exactly at the most important part of every show and video game you will ever be part way through. What's weird is that I'm not even a biased or negative person!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bridlington BT  
What can I say. BT are a shower of s****e. Their broadband is slow in my area and keeps dropping. Since November I have had a faulty land line so no phone/broadband. I have been lied to constantly by an “Executive Level” Customer complaints advisor. So I am “walking” and going off to Virgin Media who activate me on Saturday. The funniest thing is BT Openreach’s sub contractors (Oakus Limited - what a bunch of cowboys) turned up yesterday lunchtime and started digging a trench for a new phone cable. So BT will now have to restore the pavement at the same time as losing a customer!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Alveston, Bristol BT  
Joke !!! don't get BT, I got BT because I watch bt sport and thought it was a better option. I was massively wrong! I'm tied into a 2 year contract that would cost me £500 to cancel !!! my internet is slow !! and BT Freeview is awful !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
blackpool BT  
DO NOT USE THIS COMPANY. Just don't. You will save yourself a whole load of hassle. Go with someone else. In fact using data on your phone will be a better (not to mention a faster and cheaper) option. We signed up for BT broadband when we moved house. The moment you sign up, the problems will start. You will be greeted by incompetent customer service staff who either cannot, or will not help you. The reoccurring theme throughout your experience will be this;
1- There is a problem with your internet/phone service, so you call up BT
2- You will spend 10 - 20 minutes on hold
3- A non native English speaker on a bad line will answer your call. After answering your questions with quotes from a script, they will put you though to the relative department
4- You will spend ANOTHER 5-15 minutes on hold.
5- A slightly more competent person will pick up. Sometimes they're able to understand you, sometimes you'll be able to understand them, either way after listening to your complaint/query, they will give you answers from a script. If you're dissatisfied with their answers, they can;
A- put you though to the complaints department (WASTE OF TIME!!! These guys are masters of bullsht and will have you hanging up in no time in the false hope that your problem will be solved. I found this to be the worst department of all, they lie though their teeth just to get you off the line!)
B- Go and 'look on the system to see what the problem is' Exactly what these people do when they say they'll do this is a mystery. Naturally they will put you on hold AGAIN while this takes place and at the end your problem still wont get solved.
At this point, you will have been on the phone for around an hour (40 mins if you're lucky) and you have TWO options-
hang up and go back to 1
Stay on the line and go back to 4
I have wasted far too much of my life trying to sort out problems after problems that I can honestly say no other company has. After months of frustrations, we went with someone else. 7 days later, we have fast fibre! Suck it BT, you're a joke.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk BT  
Really bad service. Supposed to get up to 52mbps for 'super fast broadband but getting only 7mbps. Engineers called out 4 times. Previously had 32mbps but keeps dropping back down shortly after engineer 'fixes it. Expensive for poor service. They charge loyal customers more than new ones. I wouldn't recommend BT.
  • Customer Service
    2 stars
  • Reliability
    3 stars
Pontypridd BT  
By absolutely rubbish - current download speed 0.6 mb just not good enough for anything and spending £50 a month for nothing!! Total waste of money!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West stockwith BT  
Worst customer service I have ever experienced. The operators never do as they promise.
I had to cancel twice and even then they got the date wrong.
I was billed incorrectly and promised a refund (even have the email proving it) but instead was billed again and told it was to late to stop that payment.
Cannot put into this short review just how useless this company has been.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
UK BT  
Been waiting for 3 months for open reach to repair my phone line. After numerous engineers I don’t have a constant phone line, broadband spends more time down than up. I payed for infinity to get new hub due to an engineer saying my old one was faulty (didn’t cure my problem) hence I still get 1.6 download Av, when working.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
East Runton BT  
BT is a joke. When we first moved to them from Sky they said it would cost £34.99 per month but since then it's been nearly £50 every month. We called to bring this up and they said it was correct. So we thought we will bide our time and move when 12 month contract finished. They are now saying we can't terminate because I am using the bt sport app and from the day I downloaded it the 12 month contract started again. This is total rubbish I never signed no extension. They are asking for £170 to come out. Please do not go with bt they don't give a **** about their customers. Bigest mistake we ever made
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Chester BT  
Bt big rip off. Sky high prices. Daylight robbery.
  • Speed
    5 stars
  • Reliability
    5 stars
London BT  
Tried to cancel within the 14 day period. Emailed confirmed cancellation but they did not act upon it. I was left with BT Broadband for a month. Requested to transfer to another provider which they had to accept. But as soon as I did so, broadband became very slow. Webpages and emails took many minutes. Doesn't appear to be a "good company". It is unfortunate that BT owns the phone lines. Its min broadband speed is 1M. So you will only get a refund it is below this. If you can find a better provider you might want to switch.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Warwickshire BT  
An explemary example of a company totally out of control.Moving to BT ? A unique experience. Duplicated customer accounts , billing cock ups, unintelligible customer service reps , the list is endless. Commenced service early December with promises of this speed and that. Result no where near ! Switching supply to another provider . Interesting that responses to emails to customer service take forever but cancel and you get one in two hours ! So on an 11month unexpired contract at £40 per month you can expect to get one of these emails.

As you're still within the minimum term of your contract, you'll need to pay a charge for each month you've got left. We expect this to be £469.96 by the time you move.

You'll also need to pay:

£65.00 for BT broadband equipment charges
£152.09 for BT TV equipment charges.

This email was just after receiving one offering higher speeds e.g 76 Mbps if I signed up for 18months irrespective of the fact current contract is 52 Mbps and actual is 32mbps if you are lucky. Forget writing to OFCOM they are weak and totally unable to control BT. Lots of very bad publicity is what is needed ..
Cirencester BT  
BT Broadband - 2 months of broadband failure. Been told fault on line after several engineer visits, but still not fixed. Have rung up to 30+ times to have signal reset inc 3 calls on Xmas day! Disgusting customer service throughout. No apology and had to ‘barter’ for limited compensation to cover costs and get broadband payments refunded. Lack of interest in trying to resolve issue has been astounding and after being told yesterday the fault had been fixed, it went again today! Can’t even leave for different supplier as the fault is in exchanfge or on the line. BT may have the best coverage, but are not interested if there is a fault.
  • Satisfaction
    1 star
South Wales BT  
Excellent service - just waiting for infinity
  • Satisfaction
    5 stars
Llangollen BT  
since the release of fibre in our area the speed has been great and reliability good. Until the 23rd of December, since then wemve had no connection and BT’s unbelievable lack of ability to do anything about it has left my completely gobsmacked. I’ve been told its an area fault, I’ve been told its a property fault, I’ve been told it’ll be fixed in 24 hours, twice. Then wednesday, then I made a formal complaint, this somewhat esculated their attention span, with a call back on Friday (today) after the problem would definitely be fixed, to no avail, now its Friday night and I have to wait until Tuesday. I’ve been told openreach do work the weekend, but for limited reasons, apparently a £60 a month customer for god knows how long doesn’t warrant that sort of attentipn despite being without service for a week. Just unbelievable
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Margaretting BT  
Awful service , do not go with BT. I arranged to change over to Bt, got the set up date , confirmation email , equipment and they cancelled my order due to sky not releasing the line until the day after. They did not inform me of this until I rang up on the day it was meant to go live and asked why my broadband had not gone on. Told me I had to re order in 2 more days, when I did this then they said they could not put my phone /broadband and tv on for another 3 weeks. After many phone calls with staff who did not care or take ownership I went back to sky as I did not want to give them my business. I have never experienced such bad service and would never recommend BT .
  • Satisfaction
    1 star
  • Customer Service
    1 star
Liverpool BT  
Called BT to enquire about installing broadband in our new build house, was pleasantly surprised at how helpful and knowledgable the 2 people I spoke to were, very polite and resolved my questions, couldn’t fault the customer service we received.
  • Customer Service
    5 stars
BT  
Broadband works okay at quiet times. However, at peak periods, it can be very difficult to watch iPlayer etc.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
West Sussex BT  
I have experienced some difficulty with buffering of my broadband from time to time and more recently over the Christmas period. I checked my current monthly price and noticed that it has risen to over £40. I have checked the lastest deals with some being cheaper than my own but offering better connectivity etc.
When I spoke to a BT representative to question my account I was told that because I have been outy of contract for a long period of time that the best deal they could offer me was a £7 discount. Hows that for being a 10- 15 year loyal customer.
I asked if he could offer a better deal than that but was told that "THE COMPUTER SAYS NO!!!!"
I will of course change provider.
It seems that being a long term loyal customer means nothing these days. Not good enough BT.
  • Satisfaction
    2 stars
  • Reliability
    2 stars
LEEDS BT  
Other than the broadband being really slow despite living in the city centre, I had an awful experience cancelling it, on the edge of scamming.

I tried to cancel it before my one year period expired, and I was told I have to pay a cancellation fee, which makes perfect sense. So I decided to wait for the 12 months to pass, still paying monthly even if I wasn't really using it. Fine.

After the one year period passed, I called again to finally cancel my broadband: the customer service told me that the contract automatically extended for another year, and if I wanted to end I had to pay the same big fee I had been trying to avoid by keeping my contract active at my expense.

These are the kind of things which you have to be very careful of, designed to screw money off you. Therefore I feel scammed, I will pay the exit fee but I will never ever recommend BT to anybody, as my experience has been awful.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Nottingham BT  
I reported a fault with my broadband ( receiving 1mg instead of 55mg) on the 7th December. I was informed after at least 10 phone calls it was a fault at a substation and it would be fixed shortly, now we are at the 23rd December with no resolution, I have called at least 20 times not including 4 times today where I was promised a call from a senior manager none which were received. I have now made a further phone call and been told it has been passed to a case manager and someone will call me back within 48 hrs not including Christmas Day, I asked if they would give me a resolution date and they no it will just be call to let me know who my case manager will be. I HAVE TO SAY BT OFFER THE WORSE customer service I have ever known.
Manchester BT  
High and increasing costs, slow rubbish connection for both phone and TV. Picture breaks up on HD Channels epsecially.

Also had no end of nuisance calls, they register your number with random business so that they think you are a client or a service provider. I think they do this so you pay extra for 'no nuisance calls'

Please, please avoid at all costs.
  • Speed
    2 stars
Newport BT  
Shockingly, shockingly bad. Getting 2MB in a 20MB package when people in the same area are reaching 10-16MB. Add to that constant dropouts for a minute or more every 15 minutes.

Went through various procedures with someone in India for 3 days, trying everything, only for him to conclude that he couldn't fix it, but the system wouldn't allow him to book an engineer visit. Asked to speak to a supervisor, and line was cut. Sent a complaint - no answer.

Woeful. The worst experience of Broadband in 15 years.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cilcain BT  
Broadband here is unreliable cannot download too far from the main system. Understand new wiring is being looked at
Wormegay BT  
Very poor service, broadband is either horrendously slow or does not work.
Would not recommend this provider at all.
Northern Ireland BT  
BT is officially the worst internet provider I have had at my property since the last 14 years. Virgin media, Sky, Talk talk all internet providers that I have had over the space of numerous years I can't emphasise enough how bad your service for internet is..., but I will put it to comparison. My 3 from my mobile is quicker than your service I get 29.00-35mb never lags or lets me down. How do I know ?, by having to pay additional £5 everyday for internet that I have paid for which is shocking. Some will say why would you ?, 1. I have 3 kids, 2. 1 off which at high school needs it for history essay 3. At uni needs for reasearch, 3rd 1 needs it for cumputer games, my tv connects to the internet so everything me or my misses can't watch nothing, i need to the internet for work but I can't use it becouse my phone has become a wifi hotspot completely shocking and it's not just 1 day 3 days, it's been over a week !
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Glasgow BT  
Upon advising BT I was moving to another provider they cancelled my services and line. This was despite me specifically advising I would be making a working line transfer/takeover.

In my opinion the agent's actions were intentional and malicious. As it prevented an order being placed by another company - resulting in a two week gap without phone or broadband.

Intentional or not, the 'mistake' as acknowledged by BT could have reckless consequences. We have two children and being contactable - and able to make calls is very important.

I strongly recommend avoiding BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Lothian BT  
worst internet ever i was with talktalk before at least they were cheaper and did fix problems stuck with bt at moment paying for a service im not getting speeds are 0.52 at best
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BAGILLT BT  
BT fibre box at our gate but not "available" after a year, then charged £730 / year for lowest non-fibre package inc 2 landline charges for same line to get a phone & limited (12 Gbytes/month). Ripoff for rural OAPs and no way to get sense from BT. And they want £30+ more from January 18. Changing supplier asap.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Rural Wales BT  
slow speeds and there will not give me fiber at my address even then the box to give me fiber is just in the next street.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Greenford BT  
The Wpic saga of trying to get our broadband connected continues. After being notified that we were to be connected on the 12th of Dec by midnight, then notified again by text on the 13th of Dec that we were to be connected, I called early on the 14th to find our order was "fake". The whole order had to be re-processed (it had already been delayed by five days). Our new date is the 2nd of Jan. Highly annoying with two kids to entertain (Netflix), visiting parents who want to Skype and expensive having to purchase extra phone memory. Cheers BT for nothing. The call centre has been a customer service disaster zone. My advice avoid BT like the plague for broadband, there's a reason they rank so poorly in reviews. They've certainly tarnished our Xmas to a degree.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Essex BT  
Dreadful company , "foreign" custmoer service the worst I have ever dealt with. Just read from a sheet and dont actually listen. Very poor quality of service down to BT openreach frequent bodged cable repars. Final laugh the cold called me offering to upgrade ( at a price ) to infinity broadband, errr why would I do that when I have several miles of dud copper cable laying in a ditch
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Somerset BT  
Router Doesn't work with Macs. [Managed to write that sentence before; for the 8th time in the last hour the router crashed for everything - so let's hope I can post this].
I'm out of contract now - so going to dump BT ASAP, I'd like to compare providers on the Web.....but the advantage BT have - is the Web is just a legend hidden behind wires that go nowhere. Oooh - I have a connection, so I'll try to hit send!! Nope, I tried to check my text, and the connection was lost again. Blue!.. send....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol BT  
God only help you if you ever have a problem with your internet service. When it's all running smooth I can't really complain, pretty standard internet. The problem with this abysmal company is the customer support.

What an absolutely agonising ordeal you have to go through with a bunch of un-trained monkeys. Yes, absolute monkeys reading out of a book.
About half a year ago I had exactly the same problem - my internet dropping off and spiking up and down aswell as my router restarting itself. Last time I had to go through the cycle of Indians (people i sincerely CANNOT understand) and wait three weeks for an engineer.

This time however I was greeted by a decent sounding guy called Liam, who clearly lived in the UK. These people DO NOT want to help you at all! They are working for probably next-to minimum wage pressing buttons trying to fob people off. Absolutely ATROCIOUS service. It took 5-10 minutes of tests and stuff just for this man to tell me everything looked okay, but when I argued with him and asked ''Surely you can see my connection dropping on your screen'' his reply was just ''Yes, I can''.

Soon after this, I was then told I could get an engineer out to my house! (yay!)... Shortly followed by ''but if the fault doesn't lie within BT's end, you'll be charged £130''.

I really have nothing else to say about this absolutely disgusting company. DO NOT Entertain getting internet from these apes.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Worcestershire BT  
Pasting the e-mail I sent to BT below:

Dear Sir or Madam,

I am not sure where to begin. I have suffered two panic attacks today, cried a lot and spent 4+ hours on the phone and on online chat to your advisors.

The service I have received is absolutely disgusting. I cannot believe the customer service team at such a big firm is so useless and incompetent.

It all started when I wanted to submit an order for moving home. My address was not on the list so I had to do it over the phone. After waiting an insane amount of time I was redirected 5-6 times to different teams. Finally, it seemed like I am seeing light at the end of the tunnel. A very nice lady promised me she submitted my order and that she booked in an engineer for 2nd Jan. This was not ideal for me but it was the best they could do. She also assured me my new address has the fiber service available.

At this point I thought it was done. After not receiving an email with my order for 15 mins I decided to check my online account. Surprise - the offer said rejected! I immediately called again. This time it only took 29 minutes to reach the correct team. We started again with the order - it turned out my new flat does not have fibre and would not be able to transfer my current broad band and TV package. The lady suggested some other options which were available - at this point I agreed to anything. I was crying on the phone and I just wanted to sort things out. She then says my engineer appointment would now be 9th Jan. At this point I was breaking down - this meant I could not work for an extra week (I use WiFi for my job). I had no other option - I had to agree. She then put me on hold and the waiting began once again. After long 17 minutes she says: "Im sorry but it appears I cannot submit this order, I really have no idea why." As you can imagine, the 9th of Jan slot now seemed like a dream - it seemed like even in February I will not have internet. This was my breaking point and I decided to cancel my contract all together. The assistant told me since you can no longer provide me the same services at my new home I will be able to cancel free of charge with a 30 day notice period. This meant I would pay some extra weeks but I didn't care. We agreed the services will stop on 2 Jan and I will pay until 12 Jan. She told me it's done and wished me to feel better. I think she actually really felt bad that I was crying because of the obvious incompetency of these people.
After the call I was beginning to calm down. The contract was cancelled so I went ahead and arranged another firm.
I was scrolling through my emails when I saw my confirmation of stopped services. I was relieved. I did not want to even open the email - I had such hatred in my head still. But I opened it - and almost had a heart attack. The email said my services will stop on 20th December?????? Not only that but as a Christmas present maybe I had to pay almost £700. Imagine my shock. Immediately, for the 16th time that day I connected to the online chat. Of course they couldn't help because I needed the FTTF team. And so the waiting to connect to this magical team began once again. This one was actually not too bad - only 14 minutes. I gave my details and the agent said she will check in a minute and come back. Once again I had entered the dangerous game of being on hold. At one point I considered hanging up but I decided to persist. After 20 minutes of checking my account she came back to say she could not amend this order and has no idea why it went wrong. The solution is to cancel the order which will take two days and then on Saturday when she is back in office she will try to re-submit the order. I had no option so have to trust that she will do that.
In the meantime I am left with an incredible amount of stress - I still do not know what will happen and I am disgusted with the treatment I have received. I am still shaking and crying - I am as helpless in this situation as useless are your employees. I am now actually considering becoming a BT employee only to be able to fix my issue.

I didn't know where to start and I do not know where to end. I guess I will just say again how extremely disappointed I am especially being a customer for some time. I am hopeful that one day my contract will be cancelled successfully and I will never have to interact with you ever again.

Kinds regards,
Bilyana Karadzhova
(a very stressed soon-to-be ex-customer)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
London BT  
Worst experience with any company I think I’ve ever endured and I rarely complain about anything. I booked in to connect to a new property as I was moving, did this well in advance and was set with a connection date. Was asked to stay in between 8-1 on this date. So I stayed in and no one came between 8-1. Called half hour later to be told by engineer he was stuck on a job and it would be given to another engineer. In contact with BT on and off but not getting any definites. Original engineer turned up a couple of hours later and did something to the socket in the flat then went out to the box on the street. A couple of hours later come back in saying fault on line and while most of this sorted out, they needed access to a communal cupboard which I didn’t have access to so an appointment would be arranged. Heard nothing back again the next day so contacted and was told nothing had been arranged. They made arrangements while I was on phone to come back and told me explicitly that I didn’t need to be in, that they needed access to communal cupboard and this would be sorted by them. Come home to find a missed appointment card (I didn’t have a missed appointment) and called and was told I’d have active services by midnight. I tried explaining situation to be told that the line would be active and not to worry. The line was not active the next day. Called back and was told that an engineer needed access to the communal cupboard, I explained the situation (again) and so a date was set for a week despite me explaining my autistic son was staying for weekend and the issues this would cause. The advisor did send me money to pay for a mi-fi device but the data on this was eaten within a night. Today was the date the engineer was sorting out whatever needed sorting in the communal cupboard. Had a number of missed calls (I was in training) and when I called back engineer said he couldn’t access my flat. I explained (yet again) that I was not asked to be in the flat, that they just needed access to the cupboard to be told that there wasn’t an issue with anything in the cupboard, the fault was within the flat (that the first engineer had come in and apparently sorted). He said to call BT and rearrange another appointment. I contacted BT and while helpful and friendly, the customer service advisor told me they openreach had me down as missed appointments and as such the next appointment they would be able to set was for the 27th (it’s the 11th today). Despite my protests, explaining that none of this was my fault, she was unable to do anything about it.

The issue has been poor communication all the way through, and to be told I’m being noted as at fault when I’ve been told I don’t need to be at the flat for the appointment is just plain ridiculous. As I think someone else said, one star is still way to high a rating for a shambolic experience - the only positives I can think of is that the customer advisors have been friendly enough but being friendly hasn’t got my service running.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plymouth BT  
Oh, boy, where to begin. One starring everything would be too much of a compliment. This company is a disaster, and cannot adhere to their own packages and promises. I have had nothing but issues with BT internet since I first achieved it. Packet loss, frequent disconnections, unexplainable cut outs throughout the whole neighbourhood. Sky seems to be the only internet near me which remains up when all others go down. I and other family members have rung up countless of BT support members, who ask us questions relating to the cloud coverage in the sky, wind speed and the atmosphere. They usually go on to say it is the clouds (even if there are barley any in the sky) or due to atmospheric pressure, then put the phone down apologising. Not a single inch of effort is provided during these phone calls, and the tone of their voice is depressing. For the people who we have had around, they do some tests, and at best have replaced our router to no avail. They get paid more than a practitioner and an NHS worker, for being incompetent, useless and sometimes even unresponsive. Any muppet can walk into a house, check a routers lights, then walk back out, where's the professionalism? There isn't any. Do not join this company with any packages that they offer, they are greedy liars and promise lies. They are unreliable and there are plenty of other companies whom offer a better deal in terms of speed and money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Burgess Hill BT  
shame there's not a zero as that's all there worth, disgraceful service, if you want to be online don't choose bt.
They charge top prices for rubbish service, and if you do get recommended to have engineer out to check equipment watch they don't charge you £300 call out fee.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Swindon BT  
Absolutely appalling customer service!
Surrey BT  
Premium charges for unsatisfactory 'services..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tendring Peninsular BT  
Rubbish company, alot of hidden charges and when you asked them about all the charges and fees they will deny it and refused to give your money back. Dont trust this conpany! 00000000 star! Wont recommend it at all!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Uk BT  
If bt spent as much on delivering a service as they spent on marketing it may be that our tv could work, let alone the internet or wifi. I can not describe the total frustration I experience with this company who seem to feel they have a monopoly and therefore nothing needs to be done to help.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barton BT  
Awful reliability. Lost it for over 24 hours last week AND lose connection at least once every day - usually less than 5 mins BUT still awful.

Will change provider once contract finished.
  • Speed
    3 stars
Surbiton BT  
If I could they would get 0 stars, Been living in my house now for 12 years and 8 years ago I called Bt to ask about getting broadband and to this day I'm still waiting for them to but an exchange box close enough for us to pick up internet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
CRUMLIN BT  
Broadband speed excellent. Increased to 75 without extra cost. Price held for 18 months. Had no problems with broadband and BT WiFi available outside home. Had to use customer service for tv and very poor. Moved from advisor to advisor without problem solved
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    4 stars
PONTYPRIDD BT  
Appaling customer care. Zero regard to giving their existing customers even the courtesy of a call back. Complaints All ignored until you have to call them and find its not been "put in the right pile"
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London BT  
Just don't even bother with BT. The shameful state of play is that BT have the monopoly and no matter what company you use (other then Virgin) BT will be charging their lines out and earning money from it. Basically this means they can provide you the lowest level of service and a product that is completely unfit for purpose and still charge hand over fist for it. Disgusting company. 0/10
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
NORTHAMPTON BT  
AVOID AT ALL COSTS
You may be lucky and everything works ok. That’s what I thought. Always had great internet with every other provider. But Jesus Christ this lot are terrible. And the Indian call centre doesn’t help. They seem nice enough but there’s a real language barrier. And it took 15 attempts for their call to connect to my BT mobile. Useless
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Godalming BT  
Absolutely useless and hopeless support staff, seems like they don't know what they're doing...I regret
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bicester BT  
VERY UNHELPFUL AND RUDE CUSTOMER SERVICE. Avoid using BT for Broadband.
Had BT Broadband 6 Months it's been down for 3 times for a week at a time. Been told that no compensation will be given for the first 2 days each time it's been down as the engineers are allowed 2 days to resolve any issues.After that it's just over one pound per day that I have been offered. I was told I could get 50+MBs but can only get around 10Mbs when it's working which is not very often. It went down again this week. I called to inform them that it's going very slow and dropping out and was told that it's not down the speed you are getting 0.14Mbs means that you still have Broadband service, so we are not going to do anything!!. After 3 calls I was finally put through to complaints I said I have paperwork that says I can get 50Mbs. The call adviser said I have just tested your line and you can get 1Mb which is all that we guarantee!!.You have too many devices connected ( I only had 1 Laptop) I said that's not the speed the paperwork states. Her reply was I will disconnect your broadband I can easily do it. is that want you want me to do? Worst customer service I have ever had and this was from an adviser in the UK!!. Who threatens to leave you with no broadband at all rather than try to help.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belfast BT  
When first installed my Infinity 2 service was providing 72mb/s, but after 6 months the service fell to 50mb/s, which because it counts as being within BT limits, they are not interested in fixing.

After an area power cut, the service was restored to 72mb/s for a couple of weeks, confirming that the performance loss is due to interference, rather than an outright technical fault.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Hinxton BT  
i have just recently joined bt the internet was ok for a while but i havent had the internet for 8 days now and i have sat in my house for 3 days waiting on an engineer coming out to sort it customer services booked my 3 appointments for 8 to 1 slots and not one engineer came and everytime i call them its the same **** all the time this is the a horrible company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
kilmarnock BT  
Fine when everything is working as it should..... BUT when there's a problem you're screwed. If are lucky enough to actually speak to someone on the phone (their "chat" service is useless) you'd be lucky if they actually listen to you before pretending to put you through to another department only to end the call. The customer care centre is obviously based in India and, although they speak far better English than I do their language, there are issues lost in translation here also. I have tried over 2 days to report a serious data protection breach where I recieved lots of sensotive data belonging to a third party and have got absolutely nowhere. The only advice I was given was to "change my password" which is obviously nothing to do with the issues I was reporting.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Manchester BT  
NEVER JOIN BT!!!

0 Star Service!

I have been with BT for a few years now and the WiFi always worked fine until about a year ago.. the WiFi started being really slow but took no notice of it until 2 months ago when I had to reset my hub every day for it to work. In the past 2 months I have been on the phone to BT about 30 times.
They have run checks on the hub over the phone, said they’ve fixed it from there end. It then worked for about 2 days and completely stopped working again.
Then called again, they decided to send us a new cable because apparently that would help the problem, did not help the problem at all.
Then of course, call AGAIN.. They finally sent an engineer out, they gave us a new hub but said there is a problem with the line outside and that another engineer will come out to fix that later on the same day... Guess what, no engineer turned up.
I called BT again, they re-arranged another engineer to come the following day... no one turned up
Phoned yet again, they said an engineer is coming ‘tomorrow’ the engineer finally turned up to ‘fix the outside line’. The WiFi didn’t work until 2 days after, I had so much hope thinking the problem would be fixed. After all of this our WiFi worked fine for 3 days, on the 4th day it was back down again.
Whenever I’ve been on the phone to people they’re useless, they don’t even offer a discount on your bill considering your paying each month and revieving NO WIFI at all!!!
They are a joke and they don’t take you seriously at all!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex BT  
I have a BT contract that runs until January 2018 for which my partner and I pay by DD monthly. Having just moved house we decided to go with a more competitive supplier but accepted we would have to pay up our contract for the 12 months. BT quite rightly have charged us for the final month of our contract but what I find astonishing and quite frankly disgusting is they have further charged me £65 for outstanding equipment! I have offered to return the equipment but the rather abrupt lady stated that could not use it again so I questioned why we were being charged £65 when we were in fact paying up for the 12 month contract to which she replied it was because we left early! I find it absolutely disgusting that we are being charged twice especially when they don’t want the equipment back! I would not recommend BT after this and I certainly will never use them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
Kent BT  
Our internet hasn't been working for two weeks, but we've been told we're impatient and do not have a valid reason to be unhappy or make a complaint. This is the second time our internet has stopped working for two weeks since July when we took out the service.

We've been shouted at down the phone my the customer service manager, Arnab and his team and told we've not given them enough time to sort out internet in the TWO WEEKS they've had. We've been hung up on several times, had our calls dropped and experienced the worst customer service ever.

Cannot believe they're trying to charge us £150 to terminate a contract we are paying for but not receiving.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxfordshire BT  
I upgraded my WiFi to the fibre On Thursday and I’ve still no internet been on the phone constant complaining not getting anywhere as I’m determined I’m not paying for engineer to come out And the last phone call was a younger man and he was helpful as he said it takes 10 days to connect .As I said why didn’t the other advisors tell me this plus the one that sold me the contract As some of rather advisors are Down right and incompetent and catty And I’ve been a bit customer for 36 years So we will see if it connects in the 10 days will be leaving but when this contract up So I wouldn’t recommend them or use them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow BT  
DO NOT JOIN BT.

I moved to BT purely based on price, about a £2 differential to Virgin media. I regret this. It took over a month to get connected to the internet; with no good reason for the delay provided. I then had to move house about 6months into the contract. At the new house the internet still was not connected, it took over a month AGAIN to get connected. I then got charged £130 for the pleasure of being connected because the landline wasn't connected to the exchange.

In terms of the actual service its average at best. The hub is not that powerful (despite what the adverts show) I live in a fairly standard 4 bed house and required a booster for the router to reach the upstairs bedrooms. The BT TV functionality is not as good as Virgin media. Despite series linking my favourite TV shows its hit and miss whether it records them.

In summary BT provide poor customer experience, it takes an age to get connected, the home Hub and TV services are basic and worst of all they place additional extortionate charges for getting connected.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Midlands BT  
Please God never use British telecom the service is unbelievably bad you will only here from them when they want to upgrade your service, this is just a selling organisation with total disrespect for customers
I live in the centre of Bristol and have ridiculously bad connection despite upgrading year on year these people are crooks please be careful
Bs15 4pf BT  
Unless you enjoy talking to brick walls and unnecessary hassle, false information and a overall awful experience from a company that could not care less then avoid at all cost
Harleston BT  
The customer service is so bad you wouldn't believe. Dropped calls, no call back, explaining problem to multiple customer service operators with no resolution, sending emails closing the incident raised without actually doing anything, I could go on but I guess you get the picture.I have now given up trying to resolve being charged for 1 month while my phone was not working as these people are to stressful to deal with. DO NOT USE BT AT ANY COST
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham BT  
I have been with BT for a number of years now and although the actual service is ok, the customer service is shocking. When it’s all working well it’s great. But when it’s not and you’re forced to call them, then you get passed from pillar to post and the fault or issue is seldom sorted. Common phrase of theirs is “the system won’t let me” So annoying. Also, the packages for existing customers is poor. You may as well cancel and come back as a new customer for any sort of deal.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Creed BT  
Absolutely dismal internet, just this side of the old dial-up. Additionally, a fair number of television channels don't work and there is no ability to gain any "extra" channels, despite always getting adds for them in the post and email. When discussed with the company, we are told it's part of where we are living and increased speed and packages are not in this area. We live just 10 minutes outside of a city.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincoln BT  
We upgraded to super fast fibre broadband in June. Since then the service we receive is poorer. I have had engineers out, given advice over the phone, been talked through changes to the settings and it has not improved. BT informed me that the figures they quote are for hard wired devices not wireless. They eventually stated that they could not improve the service. So I a, now paying more for a poorer service than I had originally. I was now out of the cooling off period and would be charged £200 to leave the contract. This is not viable. I am now a very unhappy BT customer until June next year when the contract runs out. They offered me a discount on a new 12 month contract which I refused. I will never use BT again and would advise everyone to avoid them like the plague.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    3 stars
Ayrshire BT  
Awful services!! No channels work get told on the phone just to watch on catch up? Disgraceful can't wait for my contract to end!!! Will be telling all family and friends not to go with this company!! Also when on phone to customer service your passed on to other people constantly bein told different things each time. This company needs to sort it's self out disgrace.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool BT  
very slow broadband. blocked me twice only been with bt about 6weeks. the cost so far is around £150. made very few calls it is a right ripoff.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
castlewellan BT  
I've had BT Broadband for 16 years in one form or another. I find them on the expensive side, but it has always been reliable. I've only ever had Standard broadband.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Aberdeen BT  
Started a complaint over a year ago as our speeds are rubbish and connections often drop. Was told we needed fibre, so I went with that. Nothing changed. Fast forward to today, I have furnished Bt with proof that we never get anywhere near 35mbs (we get 12-16.7), but they're only interested in going round in circles. Tried to take our service elsewhere, but the line is not able to be taken over! Bt have confirmed that we are out of contract, there is no legitimate reason why anywhere else says that we can't change.... useless. They sent me a smart hub but it makes no difference
Cambridgeshire BT  
Very slow broadband. Only had bt for 2 months cost so far over £150 it is useless at night and bt blocked me twice a waste of money
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
CASTLEWELLAN BT  
Please be careful to not be mislead by BT's awful advertisement. Unlimited wifi minutes is NOT unlimited internet. 5 days in and weve racked up a massive bill and apparently we are not new customers so we have the privelidge of upgrading to a 49.99 package - twice as much as what we paid with TalkTalk. 5 days in and already feel ripped off undervalued and trapped.. Just counting the days till we can leave .. 359 i look forward to it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
birmingham BT  
Stay away they scam you with charges and then cut you off when you disagree and billing are so rude.broadband is intermittent and thats with fttp in the house
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Brackley BT  
At first I was happy with BT I felt I was getting a great deal, landline and unlimited Internet fibre optic for £46 a month. After a year when my contract ran out they offered me a contract phone for £17 a month with 6gb a month, I took the offer and was also offered for £5 extra I would get unlimited data, I refused it at first thinking I didn't need it due to having my WiFi, but 6gb didn't last long and I noticed when I tried to connect to my BT router it would only connect for 10 seconds and stop and then I would have reconnect again and ive done that ever since I got the contract which was months ago. I remembered the woman offering me unlimited data for £5 a month and I rang up to enquire about the deal, the first guy had nothing on it and connected me to someone else who said to me they don't do unlimited data at all, so either he was unsure of this offer and unlimited data or I was about to get scammed even though the woman knew all about my contract with BT. So in the end I'm stuck with this phone that runs out of data in about 3-4 days which connects to the router for 10 seconds each time and it's a 2 year contract. In the end BT offered me 15gb of data for £27 a month. That's a rip off I've seen better deals on better phones for just £3 more. So either BT fixes my issues or once my contract is over I will be paying someone else for their services which I'll also be recommending to my friends and family too.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Daventry BT  
Broadband ordered and confirmed on 8 Nov, told the connection would start on 18 Nov. On 9 Nov told got a text to say connection will be on 22 Nov. Then a couple of hours later got a text and email to say connection will be on 13 Dec! Spent ages on the phone to their customer service, finally told connection definitely on 22 Nov. Get an email a few days later saying 13 Dec. More wasted time chasing them, and their rubbish webchat this time. Still can't confirm the order. Incompetent company!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Con artists, been chasing a complaint for over a year, even the ombudsman scheme can't help, you're better off getting WiFi through a potato.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex BT  
Beware BT Cancellation charges SCAM

Don't even bother signing up, even if the telecomms network restricts your choices. Hopefully your mobile data covers you.

My £26.50 a month 12m broadband quickly turned into circa £60/m for 6m with spurious additional charges (£55 free router, £30 disconn fee) once somebody else decided to take over my line after 5 months and I was charged full year.
Shouldn't be legal but according to the ombudsman & BT it is, billing 2 or more people for the same line. Once again the big boys win.
I was later sent a pdf of 155pages of Ts&Cs and guess what, early termination charges are right at the back, albeit unclear to calculate.
40 years of no more BT custom from me & family members
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
Total disgusting. Phoned on several occasions to say broadband was dropping out to be told all tests were fine. Asked about home bub 6 as knew loads of people with it to be told its only for fibre optic and was asked to upgrade. I told them there was no way i was upgrading as they werent providing me with the service i was already paying for. Reluctently i agreed to an engineer visit after being told by an advisor that if he didnt toucb anything within the property I wouldnt be charged. I took the day off work and an engineer came, went, then came back and said the problem was sorted. It wasnt! A second engineer was booked but i couldnt afford to take another day off work so asked my father to go over. My father has onset dementia so after engineer called to say he was on the way, i called him back to say my dad would no remember to say but he WAS NOT to touch anything in my house till id ok'd it and to phone me first. I got a call half hour later saying he had removed my master socket and leads from back of hub and it should bd fine?? I told him not to touch anyything!. On my return home, my broadband wasnt workibg and there was a hole left in my hall wall! My complaint escalated to a higher department and the upshot was i was offered a hub 6 (strange as id been told i could only get that if i upgraded to fibre optic) and its solved the prob and i got a call saying i had credit for lack of service for months. Today though, ive had £142 taken from my bank for 2nd engineer visit (the 1 thaf desroyed my hall and fixed nowt) and when questioning it got called from some snooty woman saying this is correct!. Im still waiting for my complaint lodged with openreach re engineer who vandalised my home and now im being charged £140 for the pleasure. Customer service is shocking, they dont deserve the money i work hard for
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Lockerbie BT  
Easily the worst company I have ever dealt with. They lie and never understand your problem . My broadband dropped out daily for 5 years..countless engineers sent to no avail. Told problem was in my house and wanted to charge me for this. Left them 1 month ago and been with plusnet...no drop out since. BT slow your broadband down..fact.. I urge you all to leave and join Plusnet..let put these clowns out of business
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Burton on Trent BT  
Well 5 weeks sknce upgrade to fibre. 1 week no service 4 weeks 4 engineers and a service that is not working properly. Held direct debit until working now have cut me off and wont carry on with repair till paid.
If carlsberg supplied the worst broadband they would call it bt broadband. I work in the IT industry and BT Is the worst
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wirral BT  
Broadband didn’t work at all. Called customer service who told me it was due to my TV being to powerful?? Eventually they conceded there was an issue with line, engineer checked and said it was fine, continued to have issues so they said an engineer would visit, took a day off work but they didn’t show up, 14 hours of calls later, they ‘fixed’ issue, still can’t get broadband upstairs, BT device desk said it isn’t there concern as apparently I have a strong signal. Unbelievably bad service and broadband speed. Like stepping back to the 90’s.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Henley on Thames BT  
Worst internet worst customer service ever!!! Never ever bt!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton BT  
Most appalling product and customer experience. Bt fully deserve to go spectacularly bankrupt
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LONDON BT  
Absolutely appalled. After having many issues with slow broadband as well as it completely dropping out daily, I called BT to rectify this problem on many occasions. Each time my broadband was tested and the results came back 'fine'. Once it was clear that it most certainly wasn't fine, more testing occurred over 48 hours; of which I was promised a call back. Of course this never happened, and this continued each time I called. I then had to start explaining each time I called that the customer service had been poor and stressed my lack of faith to any call back promised. Of which I was assured they were 'sympathetic' with my situation and past dealings and I most certainly would be getting a call back. Of course this still did not happen. I then turned my attention to the complaints department. After being on the phone for 1 hour and 45 minutes, being passed from pillar to post, I was again assured i would receive a call back the following day, any time time before 9pm. After anxiously awaiting my call back ALL day, they finally called gone 7pm as i was on my way out of the door to a birthday meal. After previously stressing I wanted to leave, I gave in to allow them the opportunity to rectify the broadband issues as well as the atrocious customer service. I was once again assured they would call back the next day, before 9pm, to run more tests and see if they could fix my Wi-Fi. Well what do you know, I have received nothing. I have genuinely been in tears through stress and frustration at the treatment I have received and am shocked beyond belief this has happened AGAIN. I have never edured such stress with any company of any kind, as I have with BT. So if you'd like a reliable broadband and a good customer service base to take any problems to, do not use BT.
  • Speed
    2 stars
  • Reliability
    2 stars
Surrey BT  
well where do i start?! firstly i did not even get my BT TV and internet. had to cancel after 1 week of ordering,
i had placed my order over the phone with a lovely man, and unfortunately thats where all my problems started. he had told me my order went through fine, i then called on the saturday to see when it gets delivered, to my shock i found out that the TV never went through (i would never of known if i didnt go on the live chat), this woman then rang me very rude, telling me if i want tv i have to wait for an extra week, she then said she will call back sunday at 6pm after i finish work, she then rushed me off the phone not letting me talk and HUNG UP ON ME.. well it got to sunday 730 still no call so i contacted them again. he said she had not bothered even noting the account for them to call me, he then assured me someone will call me 6pm monday. well here we are now tuesday at 630pm still not had a call so i contact again for the 3rd time. this time i got passed from person to person, none of which actually helped me they just kept saying 'i'll pass you on to so and so and they can help'. well it then took them 50 mins to actually type a message to me. and what he came back with is 'can someone just call you tomorrow about this'. the result ended in me and him arguing over the chat as he would not allow me to cancel my order he said 'ill just call you in the morning and you can speak to someone then'. i was extremely angry then after getting passed to so many different people they were getting ruder as they passed me to each person. it took me nearly 3 hours to cancel my bt. cant imagine the problems i would of had if i didnt contact them that initial day. worst customer service i have ever known, all members of staff was rude to me. would not recommend to my worst enemy. shams of a company. i would recommend people to leave the company rather than join it.!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BRECON BT  
While my connection is fairly reliable the speed is very poor - usually between 1 an 2 mbps. this makes it impossible for me to upgrade things like my TV or anything else that relies on good broadband speed. Even 5 mbps would help!
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    4 stars
Rhodes Minnis BT  
4 weeks ago I decided to leave Talktalk after 3 years of appalling service, poor internet speeds, consistent incorrect billing and downright negligence with my account management. So, thinking that BRITISH TELECOMS, being the pioneer in BRITAIN for all things TELECOM's, would be the solution I took a plan with them.

I was due to have my broadband connected by midnight 6/10th. On a weekly basis I would contact BT to ensure that everything was in place in order to have my broadband activated, but guess what - I wake up on the 7th AND NO INTERNET.

After contacting BT I was spoken to by a rather terse and interruptive operative called Kira (Reading the other reviews it seems that if you have attitude you have a guaranteed job at BT). Kira, couldn't give me a time for when the engineers "should have" done this work on 6/10, Kira also couldn't "guarantee" that I would have internet on the 7th. After asking why I was not contacted with regards to the delay I received a "we were not aware of the issue" - how is that the case if the engineer has already attended.

So, in conclusion. I have no internet, am losing money thanks to not being able to get online, had an earful of attitude for asking for a guarantee that I would have internet by 7/10 AND am PAYING FOR THIS?!
  • Satisfaction
    1 star
  • Customer Service
    1 star
london BT  
I'm going to start with the positive of we had a great member of the BT team who helped us in every way he possibly could and I cannot take that away from him but however his fellow employees are absolutely disgraceful extremely rude and refused to give their name for complaint.
The wifi is absolutely appalling !!! I thought this was the 21st century ! Fees like the 90’s with the dial up internet ! I've never experienced a wifi as terrible as this one. Apparently he router/hub has won awards for its speed well I can tell you it's a shambles ! It struggles to load the smallest of apps! When I try to use BT sports the wifi cuts out completely and the channel won't work due to the poor excuse of wifi. Struggle to stream on the BT sports app , incredibly disappointing ! Left sky because of how shocking they were ! Seems they are al the same !!!
  • Customer Service
    5 stars
Greater manchester BT  
Since BT bought the previous ISP provider the cost has increased with no improvement in speed, 1.7MB.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Coventry BT  
BT is a complete nightmare, ordered fibre broadband from them, they failed to connect it, they kept on changing dates for over 6 weeks , had to take my business else where and then I get a bill for £129.99, what exactly is this bill for BT as I had no broadband from you! Complete scam! I will never recommend this company, I've been on the phone with BT longer than any other company I have dealt with before, completely incompetent!
  • Satisfaction
    1 star
  • Customer Service
    1 star
London BT  
Bt broadband is a deceitful company that misold a renewal contract that we took to the ombudsman service to completely get shut of. With a pixellated Tv service that was a shambles with countless online chat help which they didn't and engineer visits to no fix whatsoever.
DO NOT entertain this company.
North wesr BT  
BT disconnected my broadband two weeks before I was supposed to move and even though they assured me they would reconnect it they didn't. Then on the day I moved I received a call from them assuring me that my broadband would be working. It didn't. Then I was told there was a fault and it would be fixed by the following Tuesday. It wasn't. Then they told me it would be working by the Friday and it wasn't. Then much to BT's confusion my landline and broadband started working two days later. An engineer came to check the line because although it was working they were being told there was a fault on the line. He fixed the fault by replacing the connection box in my house. I watched him test everything including the broadband speed. Everything was working. Then a week later my broadband stopped working again. I called BT and they told me an engineer had come out to connect my broadband. This is ridiculous!! I have complained and I have escalated this issues over and over again but nothing is resolved. To anyone who is even considering BT don't. They are not worth the time and effort or money.
London BT  
Terrible!! Had a 12 month contract, great deal, price at £31.50 including sport, tv, line and broadband. Been with them x3 years. Then this year the problems started, messed up my bill, phoned customer services, said it was a computer glitch. This kept happening month after month, then last month I phoned them and was this time informed that the bill had increased and I hadnt replied to an email stating that I wanted to leave mid contract under these conditions.
I searched my email, spam, history, junk mail. And no record of any email.
This is a scam by bt, I've searched the internet and found many people with the same problems.. how can they be allowed to change a contract mid way through.. fortunately I'm not long away from the end. Good riddance, beware, the greed has kicked in just like Sky.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Salford BT  
I am beyond disappointed! There is a technical fault with my internet. Spent the whole day going back and forth and got incorrect advice. Told that an engineer would come to fix the internet between 8-1. No one came. I called to see what is happening and I was told first that the appt was cancelled. Then I speak to the manager and he tells me that they didn't actually book it properly. So I spent most of my day waiting for nothing. Now they cannot fix the fault until Monday. What a joke. Will be going with a different provider for sure.
High Wycombe BT  
Just finished 4 phone call to Bt - they claim broadband is working okay but I'm having to use 4g to post this
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall BT  
The worst company to deal with they have no customer service skills especially their " India team" and complaints department who call to discuss your complaint but do not wish to listen to what you have to say spoke to a gentleman called Mike on the 26th 0f October who was worse than the other rude people I had spoken too and he claimed to be from the complaints department. It's a shame I have only just renewed my contract I have to put up with this for another year. Cash permitting I will pay it off early and get someone else to provide services.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Birmingham BT  
Ordered broadband on the 15.09.17 clearly stated £120 BT Reward Card but now they are saying there was no offer on the 15th and the offer started on 19.09.17 so for the sake of 4 days they are happy to loose a customer. Absoulte disgrace as it clearly stated the reward card which is why I went for the higher broadband package. Well done BT you've lost a customer, not before dragging out the complaint so I'm out of my cancellation period and want to charge me £600 for leaving. Yeah ok then. The broadband isn't constant and trying to watch anything on demand through their box is impossible as just stops connecting. STAY AWAY!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
milton keynes BT  
Customer service is beyond awful (it wouldn't let me give zero stars). The line developed a fault which mysteriously resolved itself a day, and despite me getting text confirmation that it had been cancelled, they still sent the engineer out anyway. On cancelling my contract for TV, I had to write a letter to complain after they flatly refused to take my complaint about contract termination charges by telephone. Refused to allow me to give advance notice (more than a month) notice to terminate my contract. I was lied to and deliberately (I feel) misled as to my rights under the "Unfair Terms in Consumer Contracts" Regulations. An eerily similar, awful experience when trying to cancel broadband a few months later. It really is hard to put in words how awful they are to deal with on any level, but woe betide you if you want to leave them someday...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Skipton BT  
Bt infinity does that stand for infinately dropping out, poor speed and broken hubs? Had nothing but problems with infinity and for £50 a month a wouldnt recommend it to my worst enemy. Over the year ive had the awful service I have had four supposedly new hubs. Been on the phone to India for dozens of very hard to understand hours. Had service men galore and still its poop. They come, look at the new hub, test the speed and go away happy with the 36mb ish speed. That lasts for a few days then we are back into dropouts and speeds of less than 10mb sometimes even as low as 0.4mb. Nothing is ever done and the compensation ive recieved in all this time us £11. And that is even taking into account haf total no service for eighteen days. Bt is a joke. One star is too much tbh but no option for minus stars.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bucks BT  
BLOODY TERRIBLE (BT), TEST YOUR LINE FOR STABILITY AND MADE UP YOUR MIND WITHIN THE CANCELLATION PERIOD (IF THEY HAVE ANY). If you have a problematic line then you will know many case handlers by name and guys from cancellation department as you will spend quite some time with them. Your first priority would be pick their calls even if you are in a meeting. You will end giving up any hopes of cancellations or line getting rectified.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
ig89 BT  
Excellent download speed on average of 45.5Mb. Upload of 13.6Mb. Occasionally wavers but on the whole a good service. Its worth paying for a better service if you want faster speeds.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Heelands BT  
If I could give NO STARS... I would have done.
At one time BT should for British Telecom
Today though... BT stands for BLOODY TERRIBLE

AND don’t even start me on Openreach....
Struth... this company couldn’t organise a phone network to save their lives...
BOTH Companies needs to be TERMINATED and NEVER allowed to be involved with telecommunications EVER AGAIN.....
They clearly have no idea how to run a Company.... never mind a Network... Their Engineers are about as much use a a Chocolate Fireguard....
What BOTH companies are very good at... is BLAMING THE OTHER COMPANY....
They clearly NEVER look at or act upon ANY of their Customers REVIEWS...
1Star for EVERTHING from almost EVERY CUSTOMER...99.9% of folks think you are CRAP....

WHEN IS OFCOM GOING TO STEP IN AND REMOVE THEIR LICENSE?

They are a SHAMBOLIC EMBARRASSMENT TO BRITISH TELECOMMUNICATIONS PROVIDERS....

PLEASE NOTE:
MY REVIEW IS NOT 1 STAR - IT IS “ZERO STARS” on ALL COUNTS
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Never Never Land BT  
ABSOLUTELY TERRIBLE is a complement for the most imcopetent and unorgansied company I have ever had the unfortunate chance to deal with.

Whatever will go wrong, will go wrong, and more. Everything from engineers not turning up (expect at least 3 'appointments' before someone actually turns up) to engineers not being able to fix it to long delays to issues with billing, complaints.

AVOID AT ALL COSTS - it is not worth the headache or savings which you may make.
London BT  
Worst mistake I made moving over to BT. Broadband works when it wants too. Had numerous problems with it, in fact I never use the wifi on my phone. Now my tv box is not working, BT never fail to let me down!
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Coventry BT  
BT are appalling, there is no way they'd be in business still if they didn't have a virtual monopoly. If you can use anyone else, do.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Petworth BT  
Utterly amazed at how badly we've been treated by BT. We signed up for their broadband service in mid September and were told that the engineers would be round to connect our flat on the 11th of October. We thought that was a bit of a wait, but accepted it and waited. On the day, no one came. Annoyed that two of our flatmates took the day off to make sure someone was at home we phoned and found a system error meant we had been missed. We were given an emergency appointment for the 13th.
Guess what? No one turned up. Furious, as again one of us took a day off to wait for the engineers, we called and BT claims the same error occurred for them again. Right...
Appointment made for today (17th). One of our flatmates again takes the day off, her birthday, and BT still don't come.
Three times in a row is actually not just unacceptable, but extremely rude. I can't quite believe BT and their customer response is next to useless and awfully organised. We have been offered no compensation and not even an apology. This has been a really upsetting experience and as a result I will avoid BT from now on.
Horrible company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
I have been with Bt for a long time and their service sucks big time, i am supposed to be getting 7mbps download but i only get just over 2mbps, hundreds of calls to India has solved nothing over the last 6 years, i will be changing provider very soon, do not go with Bt if you don't want hassles like i have, Bt are the worst provider going in my opinion, stay well clear.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
suddon BT  
Diabolical treatment of customers. Heed my warning DO NOT GET INVOLVED WITH BT. EVER. YOU WILL REGRET IT.
we moved out of our house 2 months ago I phoned BT spoke to (Sol) to ask them to cut off the phone the day we moved out, but when I realised it could be any time before midnight on that date hand to change it to the day before 2nd phone call. We have a period between moving out and we are not yet in our new house, BT (Kieron) advised me to put thing on hold as I would get a better deal as a current customer (FIRST LIE). Staying with relatives got an email as usual to "see my latest bill" I phoned to ask what was going on, spoke to 3 different people (Evette, Juliet, and David) who agreed I should not have a bill. And in fact THEY OWED ME £81.91 as I had been overcharged, for several months, I already knew that as my bill had gone up over several months from £42.59 to £65.98 but I couldn't face the trials of contacting BT. 45 minute phone call with David who said he would send me several emails with all the amounts I was owed which added up to £81.91 but he couldn't send immediately while I was on the phone because his "computer was frozen"! Ok 2 hours later surprise surprise no emails and no money back!
I'm moving and dealing with solicitors, estate agents and surveyors so didn't have time or energy to phone BT again for another week, till I spoke to Rose who agreed BT owes me £81.91 but I CANT HAVE IT BACK AS A REFUND BECAUSE THEY DONT GIVE REFUNDS! The maximum she said she could send was£16.95 but the rest had to remain in my account "in credit for when they start to bill me at my new house when I move in". Couldn't argue any more so left it at that. 2 weeks later another email to see latest bill online. For £42.56FOR WHAT!? Phoned them again spoke to Aditya, John, and Rob (in Newcastle) they all told me I hadn't cancelled my account, it was still running and they were providing a service. WHERE FOR? I DONT OWN A HOUSE!! my number does don't exist any more! Rob was very rude and said my case is being escalated to a different department and "someone"will phone me in a few days and nothing to do with him any more. It's been "passed on".
2 days later I got a text message saying they had tried to call me but "had not get a response". I had my phone in my hand at the time and it did not ring. 2 days later they did the same thing but as I answered they hung up on me. I have written a 3 page letter to their complaints department in Durham.
Please read about how BT treated me, scroll down and read how they treat 1,000's of their customers. But before you choose anyone else read their reviews as well, THEYRE ALL THE SAME!!! I was going to switch to Plusnet and their reviews are just as bad. There are not many choices in rural parts of the country so you are stuck. I am still fighting them and the ombudsman will take up my case next week as it will have been 8 weeks by then with no resolution. If you are trying to fight BT or ANY of them please contact the ombudsman they will fight your corner for you.
I can't leave no stars for customer service so have just left the lowest possible. Broadband speed and reliability ... I haven't got a phone line or broadband OR A HOUSE TO CONNECT IT TO SO that should be no stars as well!

I am fed up with giving hours of my life over on the phone to BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall BT  
BT IS THE WORST COMPANY EVER!!!!!!!! THEY MADE US WAIT FOR ALMOST 3 MONTHS FOR INTERNET!!!!!!THEY ARE MAKING JOKES ON THEIR CUSTOMERS!!!!! THEY JUST TAKE THE MONEY AND NOTHING ELSE!!!
Me and my partner called in August at BT to install broadband in our home. The order we made was through telephone and the guy from BT said the order is done, we have to wait 3 weeks to get our hub and everything. When the day came, we didn't received anything. We called BT again only to be told there is no order in their system and we have to wait one month more. I am a student and I need internet everyday and my boyfriend is doing his work through internet so you see how frustrating that is. The people they hire for customer service are not capable to think, they are robots, they just repeat the same phrase again and again. They don't even speak english!!!!!!!! So here we are, after 2 months of waiting for BT broadband, after spending hundreds and hundreds pounds for internet cafes, phone data etc the hub finally arrived. When we finally thought we are going to have internet at home..it is not working again. We call them to see what is the problem and they tell us to wait a few more days because we don't have a phoneline in the house?????? They couldn't even check in their system this major thing???? After the engineer came and solve the problem, we called them again and again only to be told...in final stage that the hub is not working properly and we have to wait 1 more week to receive another one... THIS COMPANY SHOULD NOT BE ALLOWED TO WORK IN THIS COUNTRY!!! IS THIS LONDON????? HOW IS IT POSSIBLE TO WAIT FOR 2 MONTHS AND 2 WEEKS FOR INTERNET????
TRUST ME, DON'T YOU EVER BUY ANY SERVICE FROM THIS DISGUSTING COMPANY!!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London BT  
This company is such a flaming pile of rubbish that I do not even know where to start. We ordered our broadband 5/9/2017 and today a month later nothing has happened. An engineer came by to set up our phone line which doesn't work and has at no point worked. He told us they would be back to set up the broadband and never contacted us again. We have spent over £50 on phone calls trying to reach BT's impenetrable "customer service" 3 times a week for the past month trying to chase down our order to see if any developments are taking place. We have been redirected countless times and told that we would receive a phone call from their offline specialist team over and over again (countless times). We have received one phone call from the offline teams which came two weeks after we initially noticed that something is not right. The offline team couldn't help us at all and made us wait over 7 business days for their follow up phone call only to be told that "our phone line is already working" and that they cannot find our address on their database to organize the broadband over. There seems to be no consistency in their company-wide customer service as every time we called confused wondering where our broadband is, no one had any idea what was going on with our case, forcing us, the customer, to explain our situation to countless customer service agents over and over again. This company had the audacity to shamelessly take 7 business days "to get back to us" every time we called to make an inquiry on our order, and insisted time after time that our totally functionless and mute phone line is working, even after we BOUGHT A PHONE specifically for testing our phone line. This company COULD'VE been honest with us from the beginning and told us they cannot deliver us services as our address doesnt exist in their database. BUT NO. This company COULD HAVE some sort of basic "high priority" policy for customers that have had their unresolved case dragged out for weeks in order to speed up the process. BUT NO. This company COULD add details of progression in their customer service systems so that when we call, our server could easily check the developments of our order on their on systems. However, this utterly disfunctional and unacceptably disrespectful scam that BT calls a "company" has failed to do any of the above, or anything else for that matter to assist us. Even on our final phone call to them which cost us £8, the customer service agent had nothing else to say besides "why didn't you use a phone box to call us to avoid spending so much money?" We have finally cancelled our order and are absolutely mortified over being totally scammed and had our time and money wasted for an entire month. Now we are eagerly awaiting our refund which will hopefully arrive in "5-10 business days".....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester BT  
Please avoid this vile company like the playground.criminals in suits comes to mind. My bill doubled over the last two years,when confronted they came back with a cock and bull story.The TV package broke after a few month I never used it,never use the landline,and the broadband was average.you just get put through to a call center and my god can those people lie.shame on you BT for misleading the public and robbing them of their hard earned cash.Total disgrace the of you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Manchster BT  
DO NOT GO WITH BT!!
We set up BT and the extras that came with our package (bt sport and BT player) didn't work! When trying to contact them we were made to wait 3 hours and after demanding to speak to a manager we were told someone would contact us back. No one called us back and after attempting to call them back a further two times we remain unable to get through to the manager and the problem still remains.
WHATEVER YOU DO DO NOT GO WITH BT!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Colchester BT  
good speed when it works. wifi frequently drops connection. tv box (connected via ethernet) also losses connection. wifi signal poor even in next room (despite saying it's the uk's most powerful router?!) customer service is truly appalling
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Littleborough BT  
This internet connection is payed for. Why doesn't it work reliably? An advertised 2mb/s connection repeatedly cuts to nothing! Unacceptable! I can understand that it ight slow during high traffic but his is 4 am in th morning, the infrastructure doesn't dissapear overnight and there is no excuse for denial of service. I am actually having to use my mobile to submit this because your pathetice internet has entirely cut out while my lan amd modem are still fully functioning. wtf
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northern Ireland BT  
BT are saying that they won't honour their £50 cashback as there is something on my browser that ensures it goes through EasyFundraising.

EasyFundraising is a free service that allows charities and good causes to raise money when their supporters shop online. Businesses such as BT sign up to donate a percentage of the sale to charity. I donate my percentage to the MNDA as my aunt died of Motor Neurones Disease last year.

It seems really underhand that BT would try to use this loophole to prevent paying out to customers an agreed amount of cash back. I clicked on the link on the MSE Newsletter dated 15 Mar 2017.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Bristol BT  
Recently, I chatted with BT to ask some information regarding their services. Every time I tried, they refused to provide those information and they tried to push me to subscribe a contract despite I did not want to. I explained I was just looking for some information as I was going to move to a new home 2 months later but, eventually, they convinced me to subscribe a contract stating prices will increase and promising me I will not pay any money until the activation date.

Further to that, I tried to postpone my activation date but, despite this changed on their website, I did not receive a confirmation and I decided to contact them. They assured me the activation was postponed but, when I messaged them on Facebook, they told me it was not.

Also, I discovered they issued a bill and started debiting before the service was activated. I chatted with them but they refused to deal with my complaint and transferred my call to people who transferred my call to other people and so on. Every time, they just told me: "Please, ignore the bill". Of course, as I did not want to pay for something that has never been activated, I asked them to cancel my order, close the account and cancel the bill. They cancelled the order but my account is still open and there is a message stating I will receive my first bill.

Despite I have chatted and phoned them many times explaining this situation, they refused to deal with it. They told me my account is closed when it is open and I can access to it. They told me I will not receive any bill when there is a bill in there with my financial details. They refused to put this in write so I formally complained without receiving any reply.

Their customer service is shocking and they provide different answers every time. They do not accept or deal with complaints. They charge people for service never activated. I do not understand how they can still be able to trade.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Manchester BT  
I've never written a bad review before, but honestly this whole saga has caused us so much grief I had to. BT have been the most incompetent company I have ever had the displeasure to deal with.

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

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

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

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

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

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

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

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


Our plusnet was supposed to be turned on today. We call up, and it turns out BT have disconnected our line! You've cost myself and my partner a fortune in mobile data & stress. Thanks BT. BRILLIANT SERVICE.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wales BT  
the singularly most unashamedly useless company i have had the displeasure of being a customer of largely