3,590 Customer Reviews over 90 pages
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- Location
- Southampton
- Reviewing
- BT
- Date
- 2017-05-29
- Comments
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I signed because of 100 pounds prepaid MasterCard, which I have never received, when I tried to contact the customer service by email they said that they couldn't help and I need to call to the customer service. So I called, I waited 20 minutes to get to somebody just to be put on hold for another 10 minutes and then picked up by another member of staff that also put me on hold for 10 minutes. I waited 40 minutes to find out that my prepaid mastercard was not claimed and that they send me an email with instructions on how to claim it that I have never received. I am really dissatisfied with their attitude towards customers. Never again.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2018-12-12
- Comments
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The worst service I have ever been in contact with. Booked an installation, took a day off work and no-one turned up. BT told me the engineer came at 3.30pm but I was waiting all day, so basically a lie. I re-booked for another day and called BT twice to make sure they would come, they told me on both occasions that someone would definitely attend this afternoon. Called them a third time and BT said that the appointment was changed for the next day, without bloody telling me. I cancelled straight away, I am not paying some muggy company my hard earned cash even and this is even before the initial installations.
- Location
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- Location
- Hull
- Reviewing
- BT
- Date
- 2016-01-13
- Comments
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5 times I've ordered broadband. 5 times they have messed up the order."it's a technical issue. The order has to be re progressed". About 10 hours on the phone. Still no broadband. They never phone you back and won't register a complaint. If your a masochist with a penchant for having the same conversation 20 times I would highly recommend. Otherwise you could achieve the same level of hair pulling frustration and emotional pain by clamping your testicles in a vice.
- Location
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- Location
- Patrington
- Reviewing
- BT
- Date
- 2016-06-18
- Comments
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Took 18 months and dozens of phone calls to get them to even connect us to broadband. Utterly useless in everyway. AVOID FOR THE SAKE OF YOUR OWN MENTAL HEALTH.
- Location
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- Location
- West Drayton
- Reviewing
- BT
- Date
- 2017-01-26
- Comments
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If I could zero scores for satisfaction, customer service and reliability I would. BT are by far and away the worst company I've had the misfortune to deal with. The fibre optic broadband is fast when it works. I've been with them for a year now and had 2 month long (or more) sagas caused by them, and customer service is terrible. Currently going to ombudsman since I haven't had service for a month.
The have almost double the industry average for complaints, and I'm surprised it's not higher. I almost feel sorry for the customer service employees, it isn't their fault the system they inhabit is so terrible. But they are regularly rude and unhelpful, so I don't really feel sorry for them.
I will never again give them any of my time or money.
- Location
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- Location
- Herefordshire
- Reviewing
- BT
- Date
- 2019-03-20
- Comments
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BT have been useless from start to finish. Firstly, their records were incorrect so we waited 2 weeks for fibre to be activated, only to be told its not available (it is, I can see the exchange from my house!). After a 2 week investigation they realised it was available, and said I could upgrade over the phone and receive their offers of £120 gift card, and an amazon echo - not too bad I thought.
After waiting two weeks, was told that I need to wait a couple more days until I'm outside the cooling off period. Lo and behold, then I'm told i'm not eligible because I didn't upgrade through their website (which was impossible, because their records were wrong). Despite confirming with 4 different members of staff (and counting) at BT that I would receive this, the rewards team still tell me I'm not eligible.
The customer service at BT is shocking - the teams cannot speak to each other, and the live chat function is 95% automated, and 5% requires a translator so equally useless.
Don't bother with them! Talktalk, Vodafone, and Virgin offer the same for much less - lesson learned.
- Location
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- Location
- Thetford
- Reviewing
- BT
- Date
- 2021-06-01
- Comments
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Poor never use them I been with them for yrs and went too fiber 2yrs ago since then been hell service dropping at least 15times a day wrong engineers sent asked for reduction in Bill cos of poor service no I was paying £49 per month so switching too Vodafone guess what they called and offered too match there price my answer was get lost I asked ages ago for reduction because Ur bad service rather give my money too someone else by the way £22pm on Vodafone with calls might get same problems but at least I am not paying over the top prices please please stay away from BT
- Location
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- Location
- Stafford
- Reviewing
- BT
- Date
- 2016-10-10
- Comments
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Absolutely ridiculous. Couldn't understand English and certainly didn't speak English. Would not listen to me and hung up
- Location
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- Location
- Stuminster Marshall
- Reviewing
- BT
- Date
- 2014-07-02
- Comments
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Finally our speed is around 15mb from 7mb. which is excellent for our area
- Location
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- Location
- Northern ireland
- Reviewing
- BT
- Date
- 2015-02-17
- Comments
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Shocking !!! After 14 years with BT to be conned into renewing the worst contract on the market with FREE. Bt sports !!!! £63 per month for not even fibre optics !!! Disgusting company and should be investigated
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2018-04-28
- Comments
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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.
- Location
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- Location
- Yorkshire
- Reviewing
- BT
- Date
- 2022-10-09
- Comments
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Finally reached end of contract with BT. An expensive mistake made on returning to uk after living away for a decade. Bt tv is woeful. I managed to cancel this after lockdown. They went all through lockdown with no live sports then increased the price as soon as live sport started. The equipment is terrible and their prices continue to rise, I guess in their minds this will compensate for all the people dropping them.
The customer service is like most. When you can get through to them you talk to someone with no real control but has to take the abuse aimed at the company not them. Getting through is the problem. Be prepared for a 20 to 30 min wait. If you are thinking of signing up with bt, think long and hard and do your research. There are lots of companies out there. They will also try to suppress negative reviews. BT, the service you provide is over priced and substandard. Instead of chasing bad reviews, improve the service you provide and change peoples minds.
- Location
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- Location
- Stockport
- Reviewing
- BT
- Date
- 2019-01-20
- Comments
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I spent 8 months with a fraction of the speed I was supposed to get via Fibre Broadband plsu the hub kept resetting about 6 or 7 times a day.
The help I received was awful, they didnt send a new hub out when they said they would and kept threatening to charge me £130 to look at it.
Bought out the last 6 months of the contract to go back to Virgin just to stop the stress. Only chose BT for cheap sports but its really not worth the hassle
- Location
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- Location
- LEEDS
- Reviewing
- BT
- Date
- 2017-12-28
- Comments
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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.
- Location
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- Location
- Leicester
- Reviewing
- BT
- Date
- 2015-11-09
- Comments
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absolutely shocking customer service, will never ever use bt again. after having to move house and being stuck in a contract with no way out than to pay an extortionate amount. rang them up 1 month before the contract was going to end and they said i cant cancel without a cancellation charge so i rang up once my contract ended only to be told i need to give 30 days notice that i wanted to cancel!!! and a cherry on the top was the fact that i also have to pay a £30 termination charge for cancelling my services altogether!!!!! absolute rip off and i will be complaining + going to trading standards with my experiences!!
- Location
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- Location
- Stockport
- Reviewing
- BT
- Date
- 2018-09-09
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-03-14
- Location
-
- Location
- Looe
- Reviewing
- BT
- Date
- 2018-03-23
- Comments
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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.
- Location
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- Location
- Llandrindod wells
- Reviewing
- BT
- Date
- 2023-03-11
- Comments
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I pay for 900mbs 55 pounds a month and they deliver 70-90 mbs, they send you engineers to say they can’t do nothing and in notes engineer put internet has no problem. AVOID
- Location
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- Location
- South Devon
- Reviewing
- BT
- Date
- 2015-02-24
- Comments
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Unimpressed and angry with BT
Upgraded to Infinity 1 unlimited after our normal BT Broadband was getting worse, ie frequent times when no internet available .suspected they were doing it on purpose to nudge you into fibre super fast broadband.
My New hub5 arrived on schedule and for a few days my speed was almost the 37 meg as advertised.
Then tried to watch Eurosport Player bloody hopeless. Stops after a every couple of minutes,useless trying to watch live sport.
Started getting emails from Libby in customer services asking for their Youview box to be returned. We had BT TV for over 12 months and paid £50 to BT for the Youview box and was told at the time that after 12 months we can keep the box,.
I declined their reduced price offer of £2 per month when I upgraded to Infinity 1 . They have a nerve to keep asking by text messages as well as email for the box back.
To add insult to injury they have just charged me £5.60 for exceeding my monthly allowance of 40gig.
Don't these stupid people know that I have unlimited broadband use with Infinity 1.after being persuaded by them to upgrade.
Oh and checked my speed today 5 meg this morning and 10 meg this evening.
I have threatened to report them to trading standards/offcom
If they don't refund my £5.60 immediately. Don't hold your breath.Bt need exposing on watchdog or you and yours.!!!
- Location
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- Location
- Failsworth
- Reviewing
- BT
- Date
- 2018-01-22
- Comments
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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.
- Location
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- Location
- Stuminster Marshall
- Reviewing
- BT
- Date
- 2014-08-03
- Comments
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Speed is simply pathetic. Last month it jumped from Less than 5 mb to over 14mb; that was brilliant now it's back to the same old bt bad service at below 5mb.
- Location
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- Location
- Newcastle
- Reviewing
- BT
- Date
- 2014-10-11
- Comments
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Worst broadband I have ever experienced!!And they claim that BT's fibre optic broadband is one of the fastest on the market. Absolute joke. It takes an average of 80-100 sec for a page to load, never mind watching videos online. Stay away please!!!! Appalling service, poor quality, high prices.
- Location
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- Location
- St. Albans
- Reviewing
- BT
- Date
- 2022-11-21
- Comments
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Booked a box move, waited 3 weeks then they turn up at the wrong address, told it will be another 3 weeks to rebook! After 2 hours on the call, told their system is down so they can’t even book that and will need to call me back tomorrow.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2019-03-16
- Comments
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Had Fibre Broadband since 2011. BT Infinity was my first taste of superfast broadband back then. In the last 8 years have tried Sky, TalkTalk and PlusNet but back with BT since 2017 and will stick with them as had numerous troubles with all the others. For me BT has proved very reliable with 99.999% up time and great speeds. The one time my router failed they replaced within 48hrs, and when the line from my house to telephone pole had an issue they had OpenReach out to fix within 12hrs, on a bank holiday weekend! My internet connection is essential to my life, BT not the cheapest but so far have easily proved the most reliable. Came on here as my BT contract was up and wanted to check out ratings for some alternative providers who were offering some amazing deals. However weighing everything up I think I'll pay the extra and stick with BT as (in my area at least) they're delivering a pretty solid service. NB - I have SuperFast Fibre 1 and get 67MB/Down and 18MB/Up which is well above the advertised speeds so very happy with that and more than enough for my needs, even with 5 smart TV's in the house!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2014-11-22
- Comments
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Absolutely appalling customer service. Had ongoing Broadband problem for months. Was told a manager would call me back on 3 different occasions. Waited in specially only to receive no phone call as promised. This is after spending a ridiculous number of hours on the phone to BT and getting absolutely nowhere. Fed up of their ridiculous repetitive scripts, complete lack of knowledge and utter lack of decent customer service. Finally taking my business elsewhere!
- Location
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- Location
- West midlands
- Reviewing
- BT
- Date
- 2016-08-30
- Comments
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Worse customer service than the tax office! Impossible to contact and frequently cut off. Every time you try again, endless waits, then go through the whole situation again only to be cut off again. Website avoids giving helpful contact advice to the point of annoyance.
- Location
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- Location
- Norfolk
- Reviewing
- BT
- Date
- 2017-07-04
- Location
-
- Location
- Norfolk
- Reviewing
- BT
- Date
- 2017-07-04
- Comments
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Very unhappy with connection quality and customer service.
- Location
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- Location
- Edinburgh
- Reviewing
- BT
- Date
- 2021-03-31
- Comments
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was waiting almost 4 months for installation.In the beginning of March phone line has been connected.Today engineer supposed to finish work but he said I can't have full fibre internet even though contract has been signed for it.Instead I have been offered to sign contract for much slower Internet for the same price.But internet would be ready after 1-2 weeks.Bt is blaming me for that because I supposed to check if I can have specific cables in my building.How could I know I have to check this?They had 4 months for telling me this.Now I have been left without internet and can't go back to my previous provider unless I will pay double.So if you think to switch to BT you may end it up without internet at all.
- Location
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- Location
- West London
- Reviewing
- BT
- Date
- 2017-06-09
- Comments
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In my view BT = Prepare-To-Lose-Your-Will-To-Live
Over the years I have had two experiences with BT as a new customer - both of them were ok (apart from the waiting time for the BT engineer). Once the service was up and running I had no reason to contact them.
The annoying part starts when you are moving houses – I am still in process of claiming back call charges for the previous property as BT did not disconnect the line on the date agreed. New tenant made international call which appeared on my bill and now it looks like I have to pay the bill and only after the bill is paid, make another contact with BT to claim it back.
Another issue was when they promised me new BT hub, at first attempt they sent me some sort of plastic connector instead; on second attempt they sent BT hub to an old address; third time after I realised their mistake with the address, they cancelled the previous order and made a new one…..it turned out it was going to go to my old address as well. A fourth time I have lost it, and by the time I called them the hub was already despatched and it was too late to cancel it. During that call an advisor tried to talk me out of reordering hub 6 (the new one) as apparently there is not much difference to hub 5, oh! and that if I was going to go ahead with hub 6 I would have to pay for it. I have informed the person that the hub 6 was offered to me and I never asked for it, but since it was offered to me I got used to an idea of having better hub. After that hub 6 was delivered to my correct address free of charge.
And 2 days after, we realised that BT Sport channels in HD do not work. Our subscription is in place but for some reason it is not being recognised, this happened after house move. So I started a chat with a person, they called me on my phone instead, transferred the call to another adviser who then transferred the call to another team (I think technical). It took 10min to talk to the first two people and I was on hold for the third transfer for almost 1.5h ….no one picked up and I have finally given up.
- Location
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- Location
- Felixstowe
- Reviewing
- BT
- Date
- 2023-08-22
- Comments
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If only there was a zero stars to give this company would be the first! Awful, disgusting and dissapointing every time I need to deal with thsi copmany! setting up broadband at the new address is nearly impossible and you gotta wait up to 3 weeks because they just simple don't give a single flying F***!!! Avoid at all cost to save yourselves time, energy and nerves! IT IS NOT WORTH YOU HEALTH!
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2016-01-25
- Comments
-
Ok, BT. The first product I bought with them was a BT Wi-Fi contract for a year. Half a day spent on the phone swearing and despairing, as their software could not process my credit check (no negative points, 1 credit card, previous credit-checked long terms contracts, etc.). Eventually, after much frothing at the mouth, my partner got to speak to someone sensible who set the service up.
Flash forward. A year later, setting up BT broadband. First the quoted engineer fee is charged even after I'm told there is no need for an engineer visit. Then the BT Hub doesn't arrive - at all. Then the new hub does arrive, but is missing a part without which it cannot be set up. Then I am patronized on the phone by being told 'it definitely was included, it is there' even after I have checked multiple times. After much foaming at the mouth, I am despatched replacement parts. Then the invoice comes, with a double delivery fee charged and the contract fee charged from the day when the Hub wasn't even delivered.
Boy, I don't think you could do worse, BT, I really don't.
- Location
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- Location
- Lincoln
- Reviewing
- BT
- Date
- 2018-12-10
- Comments
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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.
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2014-12-18
- Comments
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DO NOT TAKE OUT A CONTRACT WITH BT. You have been warned.
Unreliable and unstable broadband and TV signal that required hours and hours and hours and hours of calls to them. It was never properly resolved.
Ripped off when we had finally had enough and cancelled while in contract.
- Location
-
- Location
- Tooting, London
- Reviewing
- BT
- Date
- 2017-03-12
- Comments
-
Rude, terrible customer service. I took contact of phone line and Internet back in April 2016 and today I call them that i am moving house and my contract is expiring on 11th April so I don't want to renew another 12 months contract and when I move to new house I will decide at that time about the service provider. They told me that I need to pay £31.00 to shut down the broadband, at the time of contract nothing was mention to me that there will be £31.00 charge at the end of contract to shut down the contact. They told me that it is in the terms and conditions, they should tell every customer that this is the charge you need to pay at the end of contract. I will never ever use BT services in future and will not recommend to any family and friends.
- Location
-
- Location
- Romford
- Reviewing
- BT
- Date
- 2018-03-24
- Comments
-
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.
- Location
-
- Location
- Bedfordshire
- Reviewing
- BT
- Date
- 2016-09-14
- Location
-
- Location
- Altrincham
- Reviewing
- BT
- Date
- 2016-10-14
- Location
-
- Location
- Wattstown
- Reviewing
- BT
- Date
- 2017-02-22
- Comments
-
Cheaters, liars, DONT EVER SIGN THE CONTRACT WITH THEM!!! Prices increases service going down! Complete rubbish
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.