3,590 Customer Reviews over 90 pages
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- Location
- Bradford
- Reviewing
- BT
- Date
- 2018-03-08
- Location
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- Location
- Warwick
- Reviewing
- BT
- Date
- 2020-05-27
- Comments
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Terrible company.
Had an issue with my broadband which took over a month for BT to fix. Made a complaint and was promised on 7 occasions that a case manager would contact me... None of which were fulfilled. 3 months of chasing them and they eventually came up with a compensation offer far lower than what thier advisors had assured me I would receive for the time with poor Internet connection.
Very little care for thier customers, often increasing monthly fees mid contract
- Location
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- Location
- Reviewing
- BT
- Date
- 2015-07-14
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2018-09-19
- Comments
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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!!!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-04-09
- Comments
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Terrible company. We were lured with promises of faster broadband. More reliable service. Keeping our existing phone number. ALL LIES. Service was erratic and unreliable. If we wanted internet service in all areas of our home then BT expected us to pay more.
As for our telephone line, they disconnected that without warning, gave our telephone number away and denied ever agreeing to provide a telephone service.
Doesn’t BT stand for British Telecom? Maybe it’s British Teletubbies, it was explain your childish and irresponsible behaviour.
- Location
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- Location
- Brackley
- Reviewing
- BT
- Date
- 2017-11-19
- Comments
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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
- Location
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- Location
- Telford
- Reviewing
- BT
- Date
- 2021-06-11
- Comments
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This is what i have just sent to BT, the woman on the phone yesterday was horrible, actually shouting at me in the phone , she was incredibly number is 07966045386
I can not believe what you have done, i am already being treated for stress and acute depresion
Yesterday you cut off my broadband
I now have no tv
I can not use my phone
My son works from home and you have stopped him from working
2 weeks ago i phoned to talk about my bill
I tealised i was still paying for a landline package of unlimited calls etc
I had stated and phoned numerous times about the fact i had no land phone , i didnt want a phone but yet you continued billing me for 2 years.
The man on the phone said the best ge could do was refund me £60
And send me a new hub, i still had a bill outstanding and told him my house was going to auction and i woukd clear my bill very soon
Yesterday i phoned to clear my bill , the lady said my wifi was still open but about to be closed down, i had no onowledge of this , only aeare i had to change my hub over which i did yesterday.
I had not been refunded the £60 and my bill had not changed, i paid all outstanding bill of over £100
The lady then put me through to someone else who told me i had been cut off and i would have to open a new account
I have been with you for over 35 years, and now you have caused me to be very ill, and for my son not to be able to work, without even contacting me
I am on the vulnerable list which you should have been aware of
What you have done has totally destroyed me, i can not carry on with no wifi for 2 weeks
I have had to come down the road to send this message
Help ?
We will see what response i get
I have been with BT for 37 years !
I have never known anything like it !!
No one in the world should be left with no communication!!
No warning, no contact from them, NO !!
They just sent me a brand new hub, to set up and then cut my wifi completely
And they are saying 2 weeks minimum.
What i do not understand is i have a brand new hub in place , surely its not that hard to reconnect me !!???
- Location
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- Location
- Hampshire
- Reviewing
- BT
- Date
- 2022-10-24
- Comments
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BT are a total joke. Terrible company incapable of providing service to our area - repeatedly setting up new accounts and then cancelling them because they couldn’t actually provide a service. Useless. Stay well clear.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2014-11-19
- Comments
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The worst company I've ever dealt with:
- incompetent staff
- unreliable speeds
- unreliable wifi connection (the signal continually drops)
I've raised the issue of the unreliable wifi connection and been told the wfi signal is "not guaranteed".
I've been with BT for as long as I can remember but all I can say is the company is now in free fall. Would not recommend.
- Location
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- Location
- Yelverton Devon
- Reviewing
- BT
- Date
- 2015-09-01
- Comments
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We normally struggle by with 3MBPS. A month ago I reported the line as repeatedly dropping and the speed down to 0.2MBPS. I've spent hours on the phone to call centres, listened to their infernal queueing musak, waited in for them to turn up -two no shows. Now expecting a broadband engineer to turn up next week. If I wasn't on a fixed term contract I'd have dumped them.
- Location
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- Location
- North Yorkshire
- Reviewing
- BT
- Date
- 2014-06-09
- Comments
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Our BT broadband experience has been terrible, we've a problem with parental controls meaning we can't even get facebook. The help dept promise help but never deliver, we've had several promises of calls to help none of which materialise. This is our worst ever broadband customer experience - avoid BT! I've given a 1 star review because the zero option wasn't available!
- Location
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- Location
- Berkshire
- Reviewing
- BT
- Date
- 2015-02-18
- Comments
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Daylight robbery. We have moved, we asked BT to keep the port open as we were looking to take one BT infinity (We both work from home and need those speeds), the same package as the originals home owners (my parents). This was promised and they agreed the sale. The day came, no engineer turned up and after US calling BT, we were told the port had been closed and capacity sold to someone else!!! Leaving us without Broadband infinity until 18th March. With no apology or admittance of fault. Then having to spend a total amount of 5 hours to get dialup set up for next week.
Which is pointless for work. Absolutely the worst service I have EVER had from a company.
- Location
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- Location
- Barking, London
- Reviewing
- BT
- Date
- 2016-01-16
- Comments
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My true rating for them is 0
After 13 years of faithful loyalty to BT, finally I have had enough. Not only their prices were ridiculous but my Broadband was interrupted as from September 2015 for no apparent reason and all attempts to troubleshoot it or repair it by me or them had failed. I called for an engineer and while he was in my premises double checking the equipment since he couldn’t find any logical reason for a fault, the internet had miraculously worked!! The engineer had confirmed that he didn’t know the reason behind the loss of Broadband or its sudden return, and the only explanation he could give me that it might have been enabled from outside!!! A few days later, the internet was back to its former useless state. This had confirmed my suspicions that BT themselves had interrupted my services as a technique to force me to call so that I get hassled about renewing my contract!!! So, I made it clear to everyone that I was not staying with them. Only less than a month after the expiry of my contract, I tried to leave but I was told that my contract was renewed!! I launched a complaint and was given so far three different deadlines they couldn't keep, to investigate how I was tied in a contract without my consent. Each time I called, they lied to their teeth about staff and they're messing me around. However, they are not giving me any feedback about the investigation and they’re playing the silent game. This is unethical, fraudulent but more importantly stupid. By using this technique, BT might be securing an extension of a contract for a while, but they are also making that client so bitter with them to the point of no return. I know that BT is a big fish and won’t go down easily, but even sharks get caught eventually. Although I feel for individual employees as they’re just you and me, the organization as a whole had lost its values and ethical foundation, the very thing that worked to its advantage only a few years ago, and this, in my opinion, is the beginning of the end for them.
- Location
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- Location
- West stockwith
- Reviewing
- BT
- Date
- 2018-01-07
- Comments
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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!
- Location
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- Location
- Troon
- Reviewing
- BT
- Date
- 2015-04-16
- Comments
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Excellent speed and 100% reliability
- Location
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- Location
- Sheffield
- Reviewing
- BT
- Date
- 2022-04-15
- Comments
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Absolute dissatisfaction, Terrible customer service, very poor connection, moved supply was the only thing I could do, BT offered £25 refund for 2 years of poor service!
- Location
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- Location
- Blairgowrie
- Reviewing
- BT
- Date
- 2018-07-03
- Comments
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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
- Location
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- Location
- Leicester
- Reviewing
- BT
- Date
- 2016-05-13
- Comments
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We currently have work and home BB with BT. I can honestly say this is terrible service and the BB always stops working. We are always calling them and the phone call takes on average 1 hour waiting time. Do not use them terrible service.
- Location
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- Location
- Bromsgrove
- Reviewing
- BT
- Date
- 2013-07-28
- Comments
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connection tests prove 95% efficiency from the stated maximum for Infinity Option 1, the cabinet is right outside my house with a short length of cable to the telephone and then on to the house, the connection has been stable for well over 3 months now and is totally secure through a corporate grade hardware firewall, well done BT, it is all as it says on the tin !!!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2017-10-20
- Location
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- Location
- Titchfield
- Reviewing
- BT
- Date
- 2017-06-22
- Comments
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I pay an increased price for fibre which I don't actually receive as I'm too far from the exchange. I'm still supposed to receive 10-12mb but actually get closer to 6mb on a good day. I paid for an engineer to move my master socket only for the speed to lower further. When contacting BT they inform me that any engineer visit is likely to charge me the call out fee again. Customer service is unbearably tedious and repetitive, to the point where I can no longer be bothered phoning. I've bought my own 3rd party router which has helped with reliability.
- Location
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- Location
- Perth, Scotland
- Reviewing
- BT
- Date
- 2018-09-14
- Comments
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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.
- Location
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- Location
- Sheffield
- Reviewing
- BT
- Date
- 2016-03-24
- Comments
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Disappointed is not right word for this, as a new customer I have been given 3 different activation dates to now and still theres a technical fault with my order they. I regret to have left my old provider and now stuck in this...un believable
- Location
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- Location
- Denbighshire
- Reviewing
- BT
- Date
- 2016-01-14
- Comments
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Dreadful service, diabolical customer service (if you can get through and have time to sit in queue for an hour), useless complaints service. Poor speed! Not fit for calling broadband. Never use this company!!!
- Location
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- Location
- Warwickshire
- Reviewing
- BT
- Date
- 2016-02-29
- Comments
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Worst company ever!! Had broadband and landline problems for over 11 months. My broadband drops out over 100x a day! Also when the broadband cuts off so does my landline. Every time I ring to get the issue resolved the " tech " department runs a "test " tells me I'm a liar and there is nothing wrong with it then puts the phone down on me... the only time you get to speak to someone in the same country as you is if you ring to cancel ironically... i have had numerous engineers out for nothing to be fixed and still paying FULL PRICE. One of the engineers had crossed over my landline so someone with plus net had my number and I had nothing.. still being charged for the phone calls they made!! I've made complaint after complaint. Somehow ended up with bt sports package I asked to cancel that. Never got done I was made out to be a liar over asking to cancel that too. Avoid at all costs. I'd rate 0 stars if I could the company is a disgrace
- Location
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- Location
- Leeds
- Reviewing
- BT
- Date
- 2017-01-10
- Comments
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All I can say is this company is disgusting being a customer service manager myself I have never expirienced such a poor level of service, they accidentally cut me off for over a week when I work from home so I was at a loss of earnings I had the phone put down on me 8 times!! I had one person become abusive and two make false promises that weren't even noted on my account. I was then told I would have an amount credited to my account due to loosing my service and instead the debited the amount Aswell as also charging me £20 extra on my bill for services with no notification which they are required to do by law. Then I get the news they are charging me £32 on charges because my bill wasn't paid on time due to the fact I was waiting on a call been listened to that never actually got sent to be listened to them one lovely chap said we will send debt collectors. Now I'm taking them to court to recover the funds I lost in earnings Aswell as compensation we will see who has the last laugh.
- Location
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- Location
- Norwich
- Reviewing
- BT
- Date
- 2015-05-17
- Comments
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I wanted to canacel my BT broadband because I'm paying for it but it's at someone's address I haven't got no paper work or details or account number so they didnt help me or have nothing to fk for me also I am still paying for it for someone els to use.
- Location
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- Location
- london
- Reviewing
- BT
- Date
- 2015-11-21
- Comments
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The worst experience with bt broadband ever.We ordered this broadband 10 months ago and its the worst broadband ever.I called them up about the problem and they kept me on the phone for more than 3 hours transferring me from one department to another and the end result was that they never ended up no where, they just kept taking me to different departments.The worst customer service ever.Most of the people are uneducated.I am planning to leave before the contract and I'm even going to pay for the charges. I also have bt infinity.So my advice to anybody thinking of ordering bt infinity, don't order it because the broadband is rubbish and the customer service is absolutely horrendous.
- Location
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- Location
- West Yorks
- Reviewing
- BT
- Date
- 2013-08-25
- Comments
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Signed up to BT broadband so that I could watch BT sport. What a mistake that was. First they got rid of my unlimited free evening calls even though their customer services told me on two occasions that would not change. Now they expect me to pay extra for the evenings call package. Got all the equipment on time and the service started on time and then the real problems began. The internet connection has a mind of its own. Slows down to 0.03Mbps every few hours. Resetting the home hub restores the speed most of the times but not always. After waiting on the phone for about 30 mins each time, technical help go through diagnostics then tell you to switch off all equipment and restart which resolves the issue for a few hours. How long can you keep resetting the router. Try and make a complaint and you just keep going round in circles. They don't want to help and have no idea what customer service is. Can't wait till the 18 months is over. So many better and cheaper deals out there.
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2023-03-08
- Comments
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I ordered a broadband with hard credit search which effected my credit score after 1 day i recieved email it has been canceled reason problem with BT system I rang by they ordered another one for me I asked will you do another credit search they said no we won’t but in fact they did another credit search and my credit rating gone down again when I recieved the documents that was totally wrong order I have had to cancel that as well so for nothing BT messed my credit score means I cannot apply any credit from anywhere for 6 months that’s BT for you .
- Location
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- Location
- Winnersh
- Reviewing
- BT
- Date
- 2016-02-13
- Comments
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Extremely poor BT Infinity 2 broadband speed compare to Virgin, customer support is appalling, impersonal support agent, wait time to speak to support team is crazy 60 - 90 minutes! waisted money, effort... absolutely hate them !!!AVOID!!!
- Location
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- Location
- Newbury
- Reviewing
- BT
- Date
- 2017-07-07
- Comments
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Absolutely awful broadband service, poor customer service. Havent had broadband for a week now and customer service was extremely unhelpful. This is becoming a normal occurrence and has happened a few times. I asked to speak to a manager and was told no manager available. Now investigating switching to another provider.
- Location
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- Location
- Orpington
- Reviewing
- BT
- Date
- 2017-08-16
- Comments
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The worst internet broadband provider ever compare to virgin and seethelight. BT with his customer services officers are the worst in the business. I am paying £44.96 for phone and infinity 76mb. My internet is always dropping and the speed is rubbish. BT it has sent me 7 internet hubs and open reach engineers to try and resolve the problem. Customer services officers in Dakata are very rude and unprofessional. Sent email to complaint to BT over a week ago, a lady called Pooja ring me from India asking me for my full name,address, telephone without introducing herself, I have to forced her name out of her mouth. BT has refused to compensate me for the inconvenience and time taking off work . I will never recommend BT to anyone.
- Location
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- Location
- Bath
- Reviewing
- BT
- Date
- 2014-11-12
- Comments
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I ordered a BT infinity student deal for 9 months, at the time seemed perfect, short contract and quick speeds. However we had to wait 2 weeks for an engineer, this is normal, I would like to say that it is now 7 weeks after I orginally ordered their service yet I am STILL waiting for them to sort out our internet, and better still they have charged me £58 so far without providing anything! They have sent out 4 engineers who haven't been able to sort a supposedly simple process. Ive had 8 engineers booked, but 4 never showed up. I've spent countless hours on the phone to their terrible customer service who make false promises (I have actually heard unprompted promoises from them), half of them don't even know what their talking about!
I'm now 7/11 weeks through my first semester at university where internet is very important, not only have BT had a detrimental effect on my study, they've caused my housemate and myself to run over our mobile phone data bills, I understand this isn't their direct fault, but there are somethings like checking university timetables and sending emails that are necessary, but where we are used to having our phones connected to WiFi, we're now running over our bills costing us more money.
I thoroughly recommend you to not go for BT, yes every company has cases where things go wrong, but when things go wrong with BT, you're better off instantly switching provider. I am beyond angry with them.
- Location
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- Location
- Bournemouth
- Reviewing
- BT
- Date
- 2015-02-09
- Comments
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Avoid at all costs.
Connection is poor and live in an area surround by fibre optic yet our house plus 6 others seem to have been missed out even though you can't get much closer to the main hub yet BT won't connect us otherwise i'd be with Virgin.
Got sent a non functioning hub and after spending a week phoning India repeating and jumping through hoops to get this sorted the only offer given to me was to send an engineer and be charged £129.99 because they sent equipment that didn't work. Then the engineer didn't turn up and had to book more time off work for another to be sent.
They will scam you unless you go for there infinity if they feel like connecting your area up that is, Avoid, Avoid and Avoid.
Also Ombudsman doesn't care because they were paid off with buying up all the contracts. Monopoly wins and average consumer gets ripped off.
Parents use sky and they are 10 times better, think anyone else is better and until people stop using BT and the government sell the contracts out fairly this won't change.
- Location
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- Location
- Essex
- Reviewing
- BT
- Date
- 2021-10-13
- Comments
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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!
- Location
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- Location
- Greenford
- Reviewing
- BT
- Date
- 2016-03-09
- Comments
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Really bad experience... Speed very slow, CS is annoying - had to cal them 5 time in the last 3 weeks, average waiting time is 25 minutes!!!! Switching away from them. Upset and disappointed.
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2009-09-18
- Comments
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BT has to one of the worst run companys i have ever been with. The customer service is terrible and the speeds which they say you will get are a complete lie.
- Location
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- Location
- Derbyshire
- Reviewing
- BT
- Date
- 2019-02-14
- Comments
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Dreadful from start to finish, countless problems trying to setup in multiple houses
The Call centres they provide are next to useless, their english language skills are awful and their technical skills and knowledge even worse. Had BT broadband in 4 different properties and its been intermittent and dropped out all the time and never been the speed quoted. Overprived and you can find much better deals out there now.
- Location
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- Location
- Griston
- Reviewing
- BT
- Date
- 2014-11-27
- Comments
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Absolutely pathetic. The broadband here was never going to be quick but they way the village is treated is unbelievable! BT Infinity has been put through the village so that the town next to us could use it, but they didn't let us! Now all of a sudden my internet has dropped down to 130kbs. That's disgusting, and BT will do sweet F A about it. Disgusting company who genuinely don't care as long as they are making a profit.
- 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.