3,590 Customer Reviews over 90 pages
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- Location
- Norwich
- Reviewing
- BT
- Date
- 2023-11-22
- Comments
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Nothing wrong with the product but the customer service is terrible. Constant calls back and forwards numerous complaints. Still nothing sorted will be going to trading and standards soon.
- Location
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- Location
- Blackburn
- Reviewing
- BT
- Date
- 2023-11-20
- Comments
-
Terrible WiFi connection. WiFi is forever disconnecting for 5-10 minutes and is constantly lagging.
- Location
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- Location
- Cranfield
- Reviewing
- BT
- Date
- 2023-11-18
- Comments
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Do not have your WiFi from BT terrable service and staff misleading statement, useless company take your business elsewhere.
- Location
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- Location
- Milton Keynes
- Reviewing
- BT
- Date
- 2023-11-14
- Comments
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Honestly disgusting, I was mis-sold an unbreakable broadband package which was offered by BT to overcome my performance issues on their previous package, it has never worked. They sold me EE unbreakable which gives me connectivity when BT is down but EE is outdoor only in my area obviously I wasn't to know this as not an EE user previously I would expect BT to be checking this. I have made 30+ calls complaining to BT since January this year, atleast 3 times a month. I have been given 4 boosters one after the other to improve service (it hasn't) I have had openreach out, tube engineer out, engineers have told me they do not meet my speed promise and that the EE back up will NEVER work but will they waive the cancelation fee... What do you think. I have had complaint tickets closed when handing over to teams who will resolve my contract issues to avoid the 30 day threshold of free cancellation as part of their process, NOT because anything has been resolved. Honestly I am close to going prison for doing something I shouldn't when it comes to BT. THE WORST service provider in our country.
- Location
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- Location
- chesterfield
- Reviewing
- BT
- Date
- 2023-11-08
- Comments
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Totally disgusted and very UNHAPPY with BT horrible company!!!
My phone line never works they never help to fix it, I have spent hours trying to get through. When i get through its a complete waste of time because i still don't get help. Its very frustrating how they get away with such crap service. I cant wait to leave BT and suggest nobody use this company and save yourself a lot a stress and bad customer service and bad internet and phone service.
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2023-11-04
- Comments
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Even though my tech support experience with BT was a week ago it makes me angry to even think about it again and write this review, but people need to know how atrocious the tech support experience is with BT, so buckle up.
I had an initial engineer visit who identified a broken fibre component on the telegraph pole in the street. Another appointment had to be arranged for an engineer with a cherry picker van to reach the top of the pole - fine, BT booked this for 2 days ahead.
Fast forward to the day and I wait around all day for the engineer and they never show up, and I get NO notification or cancellation message. I call BT and managed to talk to someone who gave the usual platitudes and apologies and they book another one for ANOTHER 2 days ahead. Guess what happened?
NO ENGINEER SHOWS. NO NOTIFICATION OR CANCELLATION MESSAGE.
I decide to check the BT fault portal and it just says I told them the fault was fixed (I did not) and the appointment was cancelled. By this point I am furious, I have been lied to and had my time wasted again. I try to call BT again to find out what is going on and their tech support line now completely denies you any possible way of talking to a human, and it simply auto hangs up after a message and a text bot spams you saying it is doing some tests, (which are pointless because we're past that stage of problem resolution), and just BOOKS YOU ANOTHER appointment. I had to take a timeout at this point, I'm generally a pretty chill person but I have hit 10/10 anger/frustration.
After composing myself I try to find another avenue to talking to a human to get an explanation of what has happened, and some confidence that an engineer will show up.
I end up finding the web chat as an avenue to talking to a human. This process was also painful, having to reiterate the timeline of the issue with the customer support reps taking 5+mins for each response, and getting switched between 3 reps was tiresome. After an hour on a web chat, we get the booking for the engineer and their promise that the appointment is definitely confirmed and will happen.
Nobody offered an explanation for what happened with my previous 2 appointments, I had to get escalated to a manager and he eventually revealed that BT make appointments with Openreach and give them to the customer WITHOUT ANY CONFIRMATION FROM OPENREACH.
So in my case
1: An appointment was made by BT with Openreach
2: BT gave me the appointment date/time
3: At some point Openreach denied the booking with BT
4: BT didn't think to inform the customer and their shoddy automation just marked it as ME closing it.
Truly. Mind. Boggling.
During the webchat I raise a formal complaint, all this turned out to mean is I get an automated text saying
"We raised a complaint and agreed to keep it open until we resolved your query. If your problem has now been resolved, please reply CLOSE. If you're still experiencing problems reply HELP or call us."
That's not dealing with a complaint, that's dealing with a fault. Oh and you can't even reply to the text because it's a short code SMS :facepalm:
Embarassing BT, it sounds like some executive was hired who just heard that all the cool kids were automating stuff so they decided to force automation into every aspect of the platform without spending the time and effort to get it right.
So as a potential BT customer do yourself a favour and choose literally any other broadband provider. I've never in my life dealt with such incompetence from a tech support platform. I'm switching to Sky when my contract is up, BT could offer my entire 2 year contract for free and I would still switch because the stress is not worth the money.
- Location
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- Location
- Nottingham
- Reviewing
- BT
- Date
- 2023-11-04
- Comments
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Since merging with EE I’ve had nothing but problems. Internet just randomly cuts off,when it does work it’s very slow. phone lines very crackly can’t hear a word anyone’s saying. Constantly having to turn it off and back on again. I’m looking for a new provider
- Location
-
- Location
- Birmingham
- Reviewing
- BT
- Date
- 2023-11-02
- Location
-
- Location
- mid devon
- Reviewing
- BT
- Date
- 2023-11-01
- Comments
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where to start, 2022 started having problems with broadband, numerous visits from Open reach, complaints to BT, still on going, now am at the end of my tether, last 5 mths useless, drops out all the time, if you contact BT every excuse going they don't want to know, spoke today with man called Anthony, so called executive, he admitted today he's not really, doesn't,t want me to go to Ombudsman, I have since discovered that lots of people around me have the same problem, apparently BT can't do anything until Openreach are involved, but they will not contact them on my behalf, so it is left to me, I understood that my contract was with BT but they don't want to know, will keep posted with updates.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2023-11-01
- Comments
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Absolutely appalling. 3 faults in one month so far. Have waited in twice when no engineer turned up. Twice sent the wrong engineer (who didn’t have the right equipment for the kind of fault we had). Systems for appointment booking constantly down, the online chat is either AI or populated with people who have no idea what they are talking about. On the phone we’re told something different every time we call. We‘ve had more outage than connection, since bt ‘connected’ us to ‘full fibre’.
- Location
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- Location
- Liverpool
- Reviewing
- BT
- Date
- 2023-11-01
- Comments
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Been with them for years and price kept creeping up, up to £68. Decided to leave a few days before the contract was up, was told I had to give 30 days notice even though I’m not cancelling early, I’m just leaving as it’s the end of the contract, horrible, rude and unhelpful customer service, save yourself the hassle and don’t choose BT.
- Location
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- Location
- Portsmouth
- Reviewing
- BT
- Date
- 2023-10-25
- Comments
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I would give -0 if i could , I am surprised how this sort scamming awful company still surviving , People need to stop bothering with this company anymore and look for other better providers who
actually know the technical faults , how to solve them within 12 hours , its been over 3 weeks and in portsmouth City area NO Crappy BT service and the people on the other side have skills or knowledge what they are talking about , DISGUSTING I|DIOTS.
- Location
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- Location
- Sheffield
- Reviewing
- BT
- Date
- 2023-10-25
- Comments
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Rude, unhelpful, late, poor workmanship, can’t deliver in the speeds they promise
- Location
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- Location
- Plaistow
- Reviewing
- BT
- Date
- 2023-10-25
- Comments
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It is a worst broadband. They are cheating costumers. Dont trust them. And comparing to other broadbrands the speed is very low
- Location
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- Location
- Windsor
- Reviewing
- BT
- Date
- 2023-10-24
- Comments
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Their business practices are extremely dishonest if not outrightly fraud. They are the kind of business where you need to read every line of thousands of lines of TnC before signing the contract.
- Location
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- Location
- Essex
- Reviewing
- BT
- Date
- 2023-10-23
- Comments
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Used to be great but the last year has been appalling. Try and do everything but help. Paying through the nose for their service and end up with speed less than 1% advertised. Just don't bother with them.
- Location
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- Location
- Bushey
- Reviewing
- BT
- Date
- 2023-10-19
- Comments
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Worst telecom company ever. We are moving out of town and have been told that we owe a £500 penalty to close our account despite being up to date on all payments? Outrageous! Virgin does not slam their customers like that. Once your contract ends I recommend that you choose ANY other provider in the UK (i.e., Orange, Telefonica, Vodafone, Deutsche Telekom, Telenor Group and Virgin Group). Or if you are looking subscribe, DON'T! They do not care about you as a customer and only want your money, and they will screw you to get it.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2023-10-18
- Comments
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Awful, awful, awful.
The network is so unreliable, we had trouble with it and when I phoned to get it sorted they had tried to charge me extra £60 for apparently not paying 2 months. I’ve kept up to date will all my billings and subscriptions for this stuff. I find it absolutely ridiculous.
Don’t go anywhere near this company!!
- Location
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- Location
- Leeds
- Reviewing
- BT
- Date
- 2023-10-17
- Comments
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Total joke I knew after 11/2 days so cancelled was told still need to pay £58 as in house I said put report in to offcom asked for name tried again reconnected AGAIN 36hours stopping at 31% THREE TIMES virgin uploaded at once.
Cancelled AGAIN got to wait 4week to return router.gonna call me in Three week to try to resolve DEFFO dealing with wrong bloke if they take me on.fitst thing you should do OFCOM THEN FINACIAL OMBUDSMAN take names and dates of callslasty small claims court.
SHIESTER COMPANY.NO STARS AWARDED
- Location
-
- Location
- 1 High Street, Edwinstowe
- Reviewing
- BT
- Date
- 2023-10-15
- Comments
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They claim that they have unlimited unbreakable WiFi? Don’t even bother! It’s all just a false advertisement. Not a day passes and I regret using BT. It doesn’t even manage to stay online for 24 hours before breaking. Absolutely horrific. Rate a 0 or lower if I could
- Location
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- Location
- Neasden
- Reviewing
- BT
- Date
- 2023-10-12
- Comments
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Worst service ever. Avoid
- Location
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- Location
- Leeds
- Reviewing
- BT
- Date
- 2023-10-08
- Comments
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If there is 0 stars I would not even give that to BT. Worst company ever. Charged me for account which I don't have and is on different address but under my name. Tried to solve issue since May when I found out about it after received Termination of service warning for account/ service that I don't have. Calling them trying to resolve the issue for over 6 months with answer that case is getting sorted and that they aware of the issue and that they know that I don't have account as it was closed next day after it was opened but there is system fault which they try to resolve. Case moved to BT complaints where I have got information not to worry as all will be sorted. Today I call them again and got information that it was moved to Debt collector and they can not do anything! Now after 6 months time on phone , stress, and I don't know what else I am told that they can not do anything as it is down to Debt collector and they don't want to talk with me. I need somebody else for legal advice to sort the case out for something that I never Had!
- Location
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- Location
- Bradford
- Reviewing
- BT
- Date
- 2023-10-06
- Comments
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The worst mistake I have made switching to bt I think I should be able to cancel my contract don't think I have had a week without problems
- Location
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- Location
- Southampton
- Reviewing
- BT
- Date
- 2023-10-05
- Comments
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Almost £30 per month for a broadband speed never greater than 5Mbps. Toob are quoting £25 per month for 900Mbps. Tell me how it’s not criminal for BT to get away with this. It’s disgusting that in 2023 where the whole world moves on Wifi that my grandchildren can’t stream tv shows or play on the pc. Absolutely stay away from this awful company.
- Location
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- Location
- Edgware
- Reviewing
- BT
- Date
- 2023-10-05
- Location
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- Location
- Bexley
- Reviewing
- BT
- Date
- 2023-10-05
- Comments
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More than 2 weeks ago BT “accidentally ” disconnected my broadband (including a Bereavement pHone Helpline). Although mistakes can be made what followed has been unbelievable. When attempting to get the service back I found that BT have tried to make it impossible for a customer in need to speak to them. The only way to speak to a human is to go through as a customer who wants to upgrade and then ask not the advisor to put you through to connections. However, the 9 people I have spoken to at Connections are either completely incompetent or fundamentally dishonest. Each advisor I have spoken to sounds credible and has assured me that they can sort the problem out and dependent upon the advisor the service will be restored “later today, tomorrow, in three days, or 5 days”. It’s now been over 2 weeks since they made their mistake. I am still without a connection, Each time I manage to speak to somebody I am told the failure to reconnect is the fault of BT Open Reach, BT Wholesale, the advisor I previously spoke to or Sky! To top it all they have explained to me that managers will not speak to customers as they can’t tell them anything different to the advisor taking the call. When I insisted yesterday that the advisor connect me to a manager she told me that “Aaron” has only just come back from leave and has hundreds of things to do so is too busy, I did not accept that so she spoke to him again to ask him to take my call, only to be told that he will try to call me within 3 to 5 days.
- Location
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- Location
- London E14
- Reviewing
- BT
- Date
- 2023-10-02
- Comments
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Absolutely disgusting after many calls and checks pressing buttons and doing the work for them on all the checks. Engineer came said it’s an outside issue. Nothings fixed all the same. So many more calls and checks. We have received
No call backs
No Wi-Fi
No TV
No phone
After 20 years of being with them
Let’s understand you want to charge us for a service that we don’t have
- Location
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- Location
- E14
- Reviewing
- BT
- Date
- 2023-10-01
- Comments
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No service since Thursday last week on Wi-Fi or Tv
Told it’s an iutsude wires and would be fixed Friday. Still nothing and no contact from them at all. What am I paying for?
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2023-09-30
- Location
-
- Location
- Birmingham
- Reviewing
- BT
- Date
- 2023-09-29
- Comments
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I have ordered BT broad band over 3 weeks ago. I was given 10 days installation time. No installation, no update whatsoever for 3 weeks. I called and I was told we will have an update on 27, 28 or 29 September. Sent email to CEO of BT which was responded by someone working for him. She had all the excuses and worst CRM skill and rude attitude, she said "you want me to cancel your order" Just 10 minutes ago I received a phone call from BT telling me that first part of installation will take place on 5 October. BT needs to pay attention to customer misery if they have any sense of it.
- Location
-
- Location
- Uk
- Reviewing
- BT
- Date
- 2023-09-29
- Comments
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WARNING please please do not go with EE ,BT INTERNET, absolutely terrible. The amount of stress and headache I've had is really not worth the depression.
- Location
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- Location
- Glasgow
- Reviewing
- BT
- Date
- 2023-09-28
- Comments
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Customer service is almost non-existent and they constantly lie and fail to sort anything.
Two months and things still aren't fixed. They are actually breaking the law because I cancelled the following day and by law I have a cooling off period.
I am guessing their customer service work from home, sorry, I mean they are at home pretending to work. It's almost impossible to contact them and there's no email address contacts. They are supposed to be a communications company!
Seriously, avoid them like the plague.
- Location
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- Location
- Pontefract
- Reviewing
- BT
- Date
- 2023-09-26
- Comments
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Scum of the earth. Please, please do not ever join these. Well I joined BT for there 6 months half price deal and if id have known now what i know, I wouldn't have paid 50p a month. Cut my internet off 7 times in 5 months because they kept getting my grandad and mines accounts mixed up (he hasn't been with bt for 3 years) they kept cutting services off before billing date knowing I'm on the vulnerability list and have young children with monitors ect, took 2 double direct debits which I had to fight for to get back, way below promised spoeds, TV service was glitchy and slow. So I left to Sky, received my final bill reminded from bt £656.53 with options for payment plans ect, called the number to be told BT don't accept payment plans and its because it has already gone to a debt collection agency (when I called day I received the letter) it wad with TDX group... Or so I thought, contacted TDX to setup payment plan to be told they don't support BT as a client and it's not with them
- Location
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- Location
- Norwich
- Reviewing
- BT
- Date
- 2023-09-23
- Comments
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The worst customer service of any company I've ever dealt with, by a wide margin. I would only recommend them to my worst enemy if I wanted to be particularly cruel. We made a simple request to re-activate a broadband connection, the cable, BT box and router all still in place. After waiting an hour for the call to be answered, we were transferred to four different agents in three different departments over the next hour. The so-called customer service agents were rude and totally incompetent, only interested in selling us an upgrade on our existing connection (presumably there's a commission at stake here). Eventually they agreed to send an engineer, who took one look and said "Oh, you just need this other line reconnecting, that's easy, they've misunderstood". It wasn't in his job description of course and after another hour long phone call with Dumb and Dumber the next day, we gave up. Avoid this company if you value your sanity!
- Location
-
- Location
- Peterborough
- Reviewing
- BT
- Date
- 2023-09-20
- Comments
-
Worst service ever. Avoid like the plague. Called to move homes on the 11th of August. An engineer was supposed to visit on the 6th of September (new address), the usual 08:00-13:00 five hour wait, no one shows up. Informed the engineer cancelled for no reason and this has been "reported internally." Appointment set up for the 19th of September, initially. Called back, appointment moved to the 11th. Engineer shows up, says he can't fix the problem and another "special" engineer or group of engineers have to attend, says that usually happens in 48 h. No one shows. Multiple calls, promised appointment by the end of the week. No one shows. New appointment for the 19th of September, no one shows. First person says Openreach cancelled appointment, second that BT never sent them the appointment. Third person promises appointment in 2 days or the next day. Appointment booked in three days. Called multiple times again, useless, no one able to help. Called again, appointment confirmed, fed up said I want to cancel my account and my money back, lady tries to convince me this "can't be done," "no one can cancel your account," refuses to put me through to manager. Between all these events, must have spent 10 h of my life on the phone with 15-20 different person from BT, at least three morning waiting for engineers, two of them ghosts. In the meantime, paying for a service I'm not receiving. Absolute scammers and fraudsters. I'd rather throw my money down the gutter than pay them another dime.
- Location
-
- Location
- Warrington
- Reviewing
- BT
- Date
- 2023-09-19
- Location
-
- Location
- FLITWICK
- Reviewing
- BT
- Date
- 2023-09-19
- Comments
-
We have had the most appalling service from BT. They were unable to arrange for Broadband to be activated in a new flat recently purchased and could not give a sensible reason. This disgusting service has cost us time and money and we have been recommended by BT to use another provider.
I would strongly advise anyone not to use BT, the worse service I have ever received.
- Location
-
- Location
- Shrewsbury
- Reviewing
- BT
- Date
- 2023-09-18
- Comments
-
Where to start on such a dismal service? Returning to a let property and having a teenager wanting fibre speeds for gaming, I chose BT Full Fibre. This was 5 years ago. They arranged an engineer to visit the property on three occasions. Three occasions they didn’t turn up. Three occasions I sat at home missing work. After the third I cancelled. Few years went by on copper, reasonably satisfied but this renewal I reached out again to BT. Distant memories of that awful service were but that, just a distant memory. This time it will be different I told myself. I stayed home. 5 hour time slot. No problem I said. Seven hours in, engineer appears. Shrugs shoulders and leaves stating he hasn’t got the equipment the installation needs and to contact BT. This I did. No apology. Thought it was completely fine to be two hours outside the appointment window. Nothing. I cancelled once more. Again. How many more times will this pathetic excuse of a company keep letting hard working people down like this? Walk away. They don’t deserve your business.
- Location
-
- Location
- london
- Reviewing
- BT
- Date
- 2023-09-18
- Comments
-
Disastrous terms, fees, and experience. Not recommended. This market needs new better companies
- Location
-
- Location
- Sutton
- Reviewing
- BT
- Date
- 2023-09-10
- Comments
-
AVOID BT Business
AVOID BT Local
Poor Customer service, False Information,Miss-sold, Misleading,Delay, Damaging Business...
- 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.