BT Broadband Reviews

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

Overall Customer Ratings for BT

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

Based on 224131 customer ratings since 2009-04-02 (Show recent ratings)

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

3,192 Customer Reviews over 80 pages

  • Reviewer
    Location
    Crawleyside, Stanhope
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Planned our entire house move around when BT could connect us, only to find on the day out that “significant work” needs doing to the cabinet. Surely they knew this when the accepted our business? As we both work from home, connection is vital. Now we’re unable to work. Thanks BT.
  • Reviewer
    Location
    Newtownards
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Woeful, abysmal customer service. They wanted me to return the router as they were sending me a new one. kept getting constant texts to return the old router. Had to phone customer services numerous times to get jiffy bag to send it back. BT store in local shopping centre didnt have them. Got proof of postage from post office. The texts still kept on coming, then a final bill for £50 for not returning the kit. Absolute Joke, stay away from them, customer service are awful they don't care one bit about you or your problems. Line speed good and and at speeds as advertised, but would never return on principle. Please give them a huge swerve and go elsewhere.
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT have the worst customer service I have ever come across. No one in their many offices are properly trained or know what they are doing. We have had problems from the very start. Kept being told different things. Engineers either not turning up for appointments or knocking on the door to come inside to check equipment. I will never recommend this company and will always discourage anyone (even my enemies) from using BT.
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Overall my experience has been good. (we haven't used it for gaming/heavy browsing)
  • Reviewer
    Location
    TOTNES
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bt are awful - terrible communication. I wanted to leave then offered another contract low price with nothing said about being charged over £200. Honestly avoid use another
  • Reviewer
    Location
    wakefield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor service inspite of being with BT for many years.They will start troubling your broadband if you move to a new provider at least for week or 10 days before the move.
    Absolutely rubbish customer service
  • Reviewer
    Location
    Stockport
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shambles of a company. I couldn`t use the Broadband due to unforseen circumstances. Bt said no problem they would send a return bag for the router and there would be no charges. 3 months and 3 phone calls later i have been charged £50 with no return bag sent. I have asked for a return address to send the kit back but they won`t give me one. Total rip off company
  • Reviewer
    Location
    Kirkcaldy
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The service they provide is not close to that which is advertised. The internet speed is shockingly bad and periodically goes down for whole weekends. We have complained many times, however, their customer assistants are useless and unable to help in the slightest. One of the poorest service providers i have ever been with. Would not recommend to anyone who cares about broadband speed, consistency or customer care.
  • Reviewer
    Location
    Surrey, UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Existing BT customer here, just looking to change the point the internet cable comes into the house, as part of a refurb. Organised a date with BT 2 weeks ago for an engineer to come and do this.

    We were given a window of 8am-1pm. No one here by 12.30, so we rang BT customer services and were promised an engineer was on their way and were just held-up. My wife stayed in for the rest of the afternoon, with our 3 young boys, holding up the refurb work, only for no engineer to appear.

    We ring BT this evening to understand how no one can appear and how the guidance at midday was that someone was on their way, only to be told that this was booked as a remote service and no one was ever going to come.

    Absolutely shocking service. Building works held-up and can’t even find an apology, let alone a suitable revised date for the work.

    Will now be leaving the service and would strongly recommend anyone assessing different suppliers to avoid BT. Their service is shockingly bad for such a high profile company.
  • Reviewer
    Location
    Reading
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Went for a deal with free Fitbit and ‘Great Wi-Fi’ in every room. 3 months on no Fitbit with no help from customer service after several calls and emails. Multiple rooms without any Wi-Fi even though they are 10 meters away from the main Hub.
  • Reviewer
    Location
    Sutton Coldfield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have taken BT superfibre connection to my work from home. It is the worst decision I made. There was an inordinate delay in getting the connection. (Then 3 blokes came in 3 vans to put ONE wire from the road to the house. One did the work the other 2 merrily chatting away) I wish Virgin was available in my area ! The speed is supposed to be 300Mb, I hardly get 50 MB. When I call BT they insist the connection is fine. The connection is unstable at best and often I cannot connect 2 devices let alone what is said in their ad! Can Britain not have better internet than this?
  • Reviewer
    Location
    york
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    having switched from sky to b t i can not return to sky quickly enough The whole experience with B T has been dire broadbad wont connect poor set up by engineer phone line wont work hours and hours on the phone and computer when they did manage to provide a service BAD BAD BAD
  • Reviewer
    Location
    Peterborough
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Even putting 1 star is better than they deserve. The absolute worst internet I have ever had. Internet speeds ( by them ) were 15mb lower than they said, and my tests were absolutely disgraceful. I work from home so need a stable connection, however it has been impossible to do ANYTHING. Internet speeds showing a whopping 1mb/s (if that sometimes) pages taking years to load, youtube videos buffering on 240p. I have had to work from my friends house the last 2 weeks because of this and it's totally unacceptable. Never ever using BT again, the service is an absolute joke.
  • Reviewer
    Location
    Scotland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Exceptionally poor customer service, I would strongly advise anyone who is seeking a positive outcome and customer satisfaction to look elsewhere, I have been a loyal customer to BT over the last 24 Months paying my direct debts on time and enjoying the service until I made a short term transition into another property one in which the duration was going to be 3 months at the end of this period my service was going to cease, I made this very clear to BT. I have now been hit with an unexpected charge because of the move, I made it very clear to BT that this transition was going to be 3 months so why lie to a loyal customer and not make that loyal customer aware of the line rental charges, a company who supposedly puts "customers first" one of their core values, I am now starting to realise why BT do not advertise their Trustpilot score. Because of this experience, I will never recommend BT or any of BT's products to friends or family and I recommend anyone who is reading this to seek an alternative supplier and products.
  • Reviewer
    Location
    UK
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The absolute worst. Broadband installation is 38 days overdue after a 3 week delay between account setup and the installation. The only time I get updates is when I call, and some unfortunate (very kind) customer service person has explains that they plan to do it in the next week. They never do. Recommend just about anyone else. Truly awful experience, making working from home and moving house an absolute nightmare.
  • Reviewer
    Location
    ABINGDON
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This has been by far the worst service I have received from a broadband and tv box provider.
    1- The TV Box and hub did not arrive until a week later than the starting date and they did not modify the starting date.
    2- I was promised the big sport package which includes HD channels and had to call 2 times where they said the problem was fixed but it was not. The guys who talked to me did not what were they talking about.
    3- The third time I get to talk to someone who knows what was talking about. Also, the problem with my tv changed as well so to see HD channels it was asking to upgrade subscription. When I talk to the BT specialist he agreed that I should have HD but that it was not assigned and that I would have to pay extra money to get it. That is when I decided to cancel. Luckily enough I still was within the 14 days free cancelation Do not want to know about BT ever again.
    3- The sales guy that promise the package for a certain price was a scam. I honestly do not know how this service can get worst.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking reliability. The worst broadband connection I have ever had. Am moving to Community Fiber
  • Reviewer
    Location
    St Albans
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Texted BT am as no house phone or internet. Got automated message saying up to 48hrs to fix. Just 2hrs later engineers attended and fixed fault in street machinery. Everything working perfectly. Can only speak as I find, brilliant service.
  • Reviewer
    Location
    london
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I have been stuck with BT for a good part of 2 years (almost). Although the speeds were decent enough for the package I had, the termination of my contract resulted in the worst possible ruckus - long story short; the chat team does not know a thing about how to terminate a contract and there is a lack of communication between various sections. I had to waste 3 mornings (2 weeks distance apart) to get someone to place a return order of my router and have my account cancel on my requested date - And when that was done I found out (a month after) that I was still resulting a regular customer and paying the bills regularly...terrified of having to set up an account with them ever again.
  • Reviewer
    Location
    scotland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    normally i leave a bad company at 1 star but this is completely abysmal. rating this 1 star would be generous considering what you actually get from BT. we get our first BT router a few years back, signed for a year or 2 since they promised good connection. nope! couldn't even connect to stuff as simple as video or online meeting. so we phoned them up and asked for an engineer and the engineer came. the engineer promised high speeds and set us up onto the "fastest connection possible". looking back on that, i almost fell out of my chair laughing with how false that was. nothing improved and they charged us anyways without any reason or explanation as to why nothing improved. naturally, we called again and got set up with new internet. this has been a bit better but not much. not to mention, there's zero point reaching out to the support team since they're as about as useful as a rock and will just keep you on an endless loop while being as passive-aggressive as humanly possible. horrible company.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT boardband unstable and bad customer service. They expect their customers work around their BT engineers schedule not customers. BT seems to think their customers can take time off work for their engineers. I don't understand that why BT engineers are not at services at weekend or evening. Their fault team is a joke, no customer services at all. Telling me there was no fault when I have no wifi for a few days, then told me not to talk over him when he was the one kept interrupting me talking. Shocking bad services at their fault team. BT management needs to do better to provide some basic infrastructure to the UK public.
  • Reviewer
    Location
    Liverpool
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst broadband u can have!

    I had a contract with them when I was living in Luton, was ok...ish

    But here, In Liverpool is pure ****! In weekend is not working at all and during the week I have max 2.8 mb/s so is useless!
    I am thinking to make a claim because they don't give me what they said in the contract I will get.

    Waste of money
  • Reviewer
    Location
    Somerset
    Reviewing
    BT
    Date
    Ratings
    • Customer Service
      2 stars
    Comments
    Absolutely awful! Paid for full fibre 900
    Yes 900 to the hub, then a fluctuating poor WiFi, literally often less than 20mb.
    After 2 hubs and endless calls from bt I bring home my hub from work, a different make (draytec) Absolutely fine, stable, reliable 700 give or take WiFi.. so in short if you want full fibre then expect to pay out for a hub/router that performs
    Really really shocking how bad bt hub is
  • Reviewer
    Location
    Kirkcaldy
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      5 stars
    Comments
    Broadband is reliably slow!! Virgin is x30 faster than by in my area ???
  • Reviewer
    Location
    Oxfordshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    Absolutely disgusting concept of customer service. Was mis-sold a product that was supposed to provide us with internet until an engineer could come out, that then apparently couldn't be provided until after the service had been connected. What a complete waste of time. The people I had the misfortune of dealing with were unpleasant, argumentative and generally unhelpful, wasting an hour and a half of my afternoon for basically no resolution because everyone is busy blaming each other. Communication is poor and aggressive, and the overall experience makes me severely regret choosing to go with BT at all
  • Reviewer
    Location
    Essex
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Really don’t know what to say! Had high expectations of bt but they were quickly shattered!
    The speeds are decent…. normally…. Up to 130mbs when plugged in to ethernet however the ping/ latency is shocking! It bounces between 4-500+
    This makes online gaming extremely frustrating and basically unplayable at some times with being kicked out of games randomly, major lag and certain apps just simply not working. This is console and mobile games. My phone signal is non existent so I’m connected to wifi. When on a call the call often drops. Ironically this has happened multiple times when on the phone to bt. I’ve had them send me multiple external devices which have done nothing. Had engineers come over with the wrong information to begin with then when explaining the problem their response was that they are not trained in latency so they can’t help and proceeded to call the bt call centre and go through options that i’ve already been through multiple times.
    Incredibly poor and frustrating service! Can’t wait to leave and never come back!
    Shame on you bt! After reading all these other reviews I honestly can’t believe how bad your service actually is across the country!
  • Reviewer
    Location
    Livingston
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company eveeeeeer. Problems for 2 months for instalation, later charging me more than they should and extending my ending contract date without any reason. Then calling to finish it and they didn't tell me nothing I needed to send back my router, after month a half receiving email saying if I don't send it back I will get charged after I moved already to another city. Very bad costumer service and Internet working very slow. Never again
  • Reviewer
    Location
    Bishop auckland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am very unhappy with bt . They donot understand a single word . I just moved othe place from house to flat and i just call them change bt stuff there . I just leaving in flat and downstairs is a fish shop and what these stupid people done they shift my broadband to the fish shop . And the fish shop business account they stop. They are worse than 5 year old kid . Really very unhappy ☹️ its worst day in my life when i choose this broadband never ever come to this broadband again and also tell about stupidness to others as well. Never tell anyone to have this broadband . Very stupid stafff of bt . The fish got very big losss
  • Reviewer
    Location
    Great Missenden
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Completely unacceptable! I have waited three weeks for my broadband to be installed on 29th of September. No one turned up and I called BT 10min past the scheduled time saying that no one turned up. Now I have to wait another two weeks for the next available appointment, because the technician said that he came to the address, was told that the resident was not aware of any installation and left! I called 10 min after his appointment! Obviously, he just got lost and went to the wrong address and couldn’t be bothered to find the right one! Now I’m suffering for his incompetence! BT just doesn’t care about their customers.... absolutely disgraceful...
  • Reviewer
    Location
    Belfast
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    WARNING
    IF YOU ARE SEEKING ANY LEVEL OF SERVICE DO NOT ENGAGE WITH BT
    Today is 29.9.21 I received a message from BT stating that my installation date has been delayed by 7 days to 13.10.21.
    This shouldn't be the biggest deal in the world and wouldn't if it weren't for the fact that I placed the order on 17.4.21.
    I get the feeling that they're actually aiming to drag it out for a full six months to wear it as a badge of honour.
    I have spent over 15 hours on hold. I have been billed monthly for a service I don't receive and have had complaints closed down without any rhyme nor reason. The communication network is set up so you can't have a single point of contact so when they promise this, that promise is made in the full knowledge that they cannot be acting in good faith
  • Reviewer
    Location
    london
    Reviewing
    BT
    Date
    Comments
    I've been with BT for 21 months now (forced due to them owning the FTTP or something on this new property). For those 21 months, we've had terrible wifi connections and speeds even though it was the 150MB deal and the devices would keep disconnecting continuously. Today I spoke to Elle from customer service who has not able to offer anything remotely competitive to competitors including their own new customer offers. She also was not honest about prices when asked and gave old prices as supposed to current deals and was not honest about what day I could cancel my contract whilst providing 30 days notice and not incurring any fees.

    Overall terrible experience and would not recommend to anyone.

    Even 1 star is unfair to the star itself!
  • Reviewer
    Location
    Edinburgh
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is the most abysmal customer service I have ever experienced. After signing up for broadband our WiFi abruptly cut out after 2 weeks. We contacted BT customer service and tried to get an explanation. They told us that the account had been declared void by a computer error.
    Instead of helping us they shunted us between different customer service departments and offered no solutions. We were told 3 times that a manager would contact us within 3 hours, but 3 times we were ignored.
    BT then told us that we had to re-create our account and re-install wifi. They refused to move up appointments , meaning that we had to wait 2 weeks for an engineer to come out. I am a key worker, who works primarily with children with barriers to learning who have been adversely affected by covid 19, and my partner is studying for her PHD. Both of our day to day lives have been significantly disrupted.
    BT’s solution for this was to tell us to contact ANOTHER WiFi provider to get a Dongle, which they assured us they would re-reimburse us for. So far we have heard nothing. In summation, we are £120 out of pocket with no WiFi to date.
  • Reviewer
    Location
    Brentwood, UK
    Reviewing
    BT
    Date
    Comments
    I’ve had a scheduled and confirmed appointment for the engineer to arrive and install my wifi on the 27th September between 8am-1pm. Like a moron i got up early and eagerly awaited for their visit. After 1pm came i called BT up and was informed that my appointment is now on the 30th and that the next one available if i can’t make that one will be on the 11th october.

    I was not contacted in any manner to be updated about my appointment. Not by phone not by email or otherwise.

    When i called the agent on phone she just kept spinning circles in conversation wasting even more of my time basically just repeating in a million different ways there’s nothing i can do and no way i can help you.

    So now i have no choice but to be home Thursday and lose out on a day’s worth of money at work or otherwise wait like a jackass for another 2-3 weeks for the next appointment. Great. And I already had this date booked off specifically for this and lost money by not going to work.

    Not to mention i live in an area where the connection is so bad for both mobile services and internet that i had to step out on my balcony just to have the conversation with the agent that done nothing for me.

    They should make you aware from the beginning that the installation process will take a month or so instead of wasting your time and disappointing you when they don’t show up and rescheduled without any notice.

    I work online as well so the it might not seem like 3 days makes a difference but it does. I’m losing money each and every day because of it.

    And as i understand the wifi will take another 10 days to settle in after installation… i just pray to god the connection will be better than the service i was given so far…

    The salesman i spoke to was great very helpful when it came to understanding what I’d get and what I could expect and convincing to boot.
    I wish the customer service would match the sales force effort. Maybe that would actually give some service.
  • Reviewer
    Location
    Brownhills
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Possibly, nope definitely the worst company to be with. When i have managed to get through to customer service, i have been spoken to like a piece of rubbish. The internet is rubbish and when some one calls the house phone the internet goes off. If Virgin were in the street i would be happy to pay the extra and go with them. I would not recommend BT to any one, a total waste of time.
  • Reviewer
    Location
    Liverpool
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Never got equipment. Order was frozen . Ended up staying with virgin .was not told order was frozen
  • Reviewer
    Location
    Glos
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Don't be fooled by the speed guarantees from BT. I have 900mbps full fibre to home. The max I get is around 230mbps but this varies to as low as 10mpbs frequently.

    This has been raised multiple times with BT who have said they only guarantee the speed to the house. What their hubs pump out is NOT guaranteed. So far:
    - I've spent hours on the phone to support (even longer on hold)
    - I'm on my 5th hub, all the same issue
    - Have been sent 3 discs. Same issue.
    - Engineer came out and confirmed their was an issue. He couldn't fix it and said I need an SITF?? engineer to check wifi issues.
    - I've had 2 Openreach engineers, who also confirmed there was a problem but couldn't fix it. They suggested I get a new hub with the latest firmware.
    - Had to call up and order new hub, delivered but same problem.
    - Booked MOT check and the original engineer came out who said the same thing as before. Couldn't fix it and I need SITF engineer.

    ps I live in a detached new build house. The walls are paper thin and there is nothing around that would cause any significant wifi interference.

    I'm not getting speeds anywhere near what was offered upon purchase and I feel the package was miss sold.
  • Reviewer
    Location
    FAREHAM
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Completely hopeless at everything. I gave up with them, having spent 4 hours on the phone in 2 days trying to spend money with them!
  • Reviewer
    Location
    Sheffield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    This is the first bad review I've actively given besides the odd verbal comment in 32 years, the customer service and situation I have been left in as a BT customer is disgusting.

    Two nights ago around 10pm I received 3 emails all at once stating my WiFi would be shut off and account closed, a few minutes later the WiFi was off.

    I called the next day to find out what had happened as I'd never missed a payment and had a package deal through EE, I was informed I'd not payed a £11.13 charge for installation 4 month prior which was confusing, I'd never had an installation as the landline had been in and working for years. How've after looking back I did find the email with the charge so after paying £92 with extra charges I was told I could have the WiFi back on.... Only to then be told my account has been closed anyway, I was then asked to return my hub and that if I wanted to continue with my service I might be given a more expensive plan, I was then told if I wanted to cancel I would have to pay cancellation charges for the remainder of my contract which was 18 months. After trying to explain I didn't want to cancel my contract you cancelled on me and that I wanted it to keep working as before I was then told to call back tomorrow afternoon sometime around 3pm and speak to the sales team.

    The conversation the next day turned out to be a positive one with the customer service person saying i can start a new contract exactly the same as the old one and have you up and running straight away, wait 10 minutes for a confirmation email then that's everything...

    The email informed me that I was being charged another £40 connection charge, £9.95 delivery for a new hub which would arrive in 11 days, as someone who works from home my business cannot function without using the internet and while still being charged for an account that I've never missed a payment on and still having the original hub plugged in flashing purple I'm left feeling utterly defeated and unable to earn a living.

    Again this is the first negative review I have ever left but it took a mighty difficult situation to do so, apologies if I've waffled on but this company is horrendous.

    For anyone reading this you'd be better off signing up with THREE
  • Reviewer
    Location
    Folkestone
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Not reliable, they had to give me a refund in the past as broadband not working. Yet again it failed today and no way to get access. This could last at least 2 days. Terrible customer service. I will go to another provider the moment that I get out of my contract!
  • Reviewer
    Location
    Bradford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Waited in for an engineer and nobody turned up then rebooked the appointment and the same happened again! Still haven’t got internet and they said there’s nothing they can do just book again.

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