3,590 Customer Reviews over 90 pages
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- Location
- NG33 4PA
- Reviewing
- BT
- Date
- 2022-05-05
- Comments
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No Internet since the 27th April, no contact from BT Broadband, no date for fixing, terrible, terrible customer service.
- Location
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- Location
- Sheffield
- Reviewing
- BT
- Date
- 2023-08-08
- Comments
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Been waiting since 6th July for broadband.All we keep getting is fauls promises and different excuses every time we ring up. Shocking
- Location
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- Location
- Sheffield
- Reviewing
- BT
- Date
- 2023-07-17
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2023-07-18
- Comments
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Ordered new broadband we were moving home. Promised new installation by 6th July 23. Been put back 4 times now 28th July 23 absolutely shocking from customer service.
- Location
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- Location
- Hatton
- Reviewing
- BT
- Date
- 2017-08-09
- Comments
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Have a smart tv and firestick hopeless with my current broadband. Buffers all the time. Exchange is fibre enabled but they tell me I'm to far away a whole 500 yards!! and its a new build with brand new cables! Ridiculous.
- Location
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- Location
- Muswell Hill, Lonndon
- Reviewing
- BT
- Date
- 2015-01-03
- Comments
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BT wifi is simply not fit for purpose. We have had it for over a year and have invested in power boosters etc, and NOTHING has worked consistently. In desperation we even invested in the £10 per month tech support service - and all they tell us is that our house has walls.... and this is what is getting in the way - who knew???
Our wifi signal is erratic, slow and sometimes non existent - but the BT tech expert always told us - ' you are connected and the signal is strong' - that may be so in the modem - but around the house it fluctuates wildly throughout the day - much stronger in the morning but deteriorating in the afternoon and evening - I'd accept the 'walls' explanation if the signal was consistently useless - but it is not. BT are using ancient copper wire technology which too many users are having to access - we are returning to Virgin next week and cannot wait. BT should be ashamed of themselves and we should be given a refund. And their Tech support service should start telling the truth!
- Location
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- Location
- Essex
- Reviewing
- BT
- Date
- 2019-06-23
- Comments
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Please stay away from BT. Awful company. Lost my order twice, spent hours on the phone trying to sort it out. Lied to on several occasions. Phoned to cancel within the cooling off period as I was very annoyed. Told by customer services that as a gesture of goodwill my contract would be reduced to 12 months from 18. After 11 months, I phone to cancel and apparently there is no record of this conversation in my notes or on my file. I have 'superfast' broadband at 13mbps (the lowest speed guaranteed in my contract) - my previous provider was standard fibre which was faster. One positive is that it has been pretty reliable.
I will never touch BT again and will tell everyone I know not to either.
- Location
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- Location
- Chesterfield
- Reviewing
- BT
- Date
- 2023-03-11
- Comments
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Worst service ever, take weeks to do repair and no signal for ages.
- Location
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- Location
- West Cumbria
- Reviewing
- BT
- Date
- 2016-04-29
- Comments
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SAVE YOUR MONEY--FOR A COMMUNICATIONS COMPANY THEY ARE A HUGE FRUSTRATING JOKE.
We have switched from SKY and their ever increasing costs and lack of loyalty to loyal customers, to BT INFINITY 2 home hub 5. Plus the TV package etc. In addition we requested a landline and Internet installation at our houseboat ( that's a whole other sorry tale)
The speeds are rubbish, the connection constantly drops out and streaming is useless.
According to BT there is no problem, and they have suggested lots of technical things WE could do to try to improve connection and speeds, as well as things like not having more than 1 device connected, moving the modem into the middle of the house, not trying to use the Internet whilst watching a film......I could go on but REALLY.
Our house isn't large,and there's only us 2 old codgers in it.We aren't technically knowledgeable nor are we engineers, so the technical suggestions they have made might as well have been in Chinese, all we want is to be able to switch on, watch to/ movies/sports and check e nails/ browse the web and download books and music, I don't believe any of these things place huge demand on the poor old broadband, but it seems they completely overtax it.
I have moved all electrical apparatus away although the tv is kind of integral to the package! I draw the line at knocking down walls, and majority of the time I'm sat no more than 10 feet from the router.
I had the installation done by their engineers, but despite this it's still rubbish.
Wish we could get Virgin in our area, but for now looks like I will have to go back to SKY and their slow expensive but reliable service. COUNTING THE DAYS tick tiock
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2017-09-12
- Comments
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Shocking, terrible service! Have called over 4 times to change my plan, then when I thought it was all sorted, they have billed me for my previous package i.e. they didn't change my package....so what the hell was I on the phone for hours for?? Also, I'm only allowed fibre optic which is expensive and unreliable. Live in a small one bedroom flat and the wifi doesn't work in the bedroom....
- Location
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- Location
- Ashton in makerfield
- Reviewing
- BT
- Date
- 2024-03-31
- Comments
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Everyday I'm having to start my router an yet again no signal so no Internet this been going on months an now they say they want a cancellation fee an for what I'm not even getting the service I'm paying for my broadband is off every other week for over a week sometimes 10 days never had any compensation still paying my bill for my broadband an not receiving the service can't wait till my contract up then I can relocate to someone else absolutely disgrace I'm fuming never get anywhere with customers service half the time they havnt got a clue what I'm saying I've had endless engineers that stand there with laptop an don't do anything else suppose to have sent new router that never arrived I'm just beyond done with bt there service an speed of broadband is not what you ac8get coming through the router always slow always disconnect I've never had this problem before only with BT I'm looking for another supply as I write this shame on ypu bt your crap
- Location
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- Location
- South Lanarkshire.
- Reviewing
- BT
- Date
- 2019-02-27
- Comments
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Never had a problem with my package. Fast connection, reasonable price and they have given me amazing customer service every single time.
- Location
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- Location
- kilmarnock
- Reviewing
- BT
- Date
- 2017-11-28
- Comments
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i have just recently joined bt the internet was ok for a while but i havent had the internet for 8 days now and i have sat in my house for 3 days waiting on an engineer coming out to sort it customer services booked my 3 appointments for 8 to 1 slots and not one engineer came and everytime i call them its the same **** all the time this is the a horrible company
- Location
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- Location
- birmingham
- Reviewing
- BT
- Date
- 2017-11-20
- Comments
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Please be careful to not be mislead by BT's awful advertisement. Unlimited wifi minutes is NOT unlimited internet. 5 days in and weve racked up a massive bill and apparently we are not new customers so we have the privelidge of upgrading to a 49.99 package - twice as much as what we paid with TalkTalk. 5 days in and already feel ripped off undervalued and trapped.. Just counting the days till we can leave .. 359 i look forward to it
- Location
-
- Location
- No
- Reviewing
- BT
- Date
- 2018-07-14
- Location
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- Location
- harrow
- Reviewing
- BT
- Date
- 2016-02-28
- Comments
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BT is the rubbish company running in Endlang, not organised, liars, they are ripping me off. Cancelling my line without my permission and information and cut my £604.00 from my account. They cancel my line because some stupid and idiot company called them and they happily agree without informing me,I will complain this matter to ofcom and I'll make sure I'll take them to court and will get my compensation for that.
My advice to everyone dont ever go with BT
- Location
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- Location
- Blackburn
- Reviewing
- BT
- Date
- 2023-11-20
- Comments
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Terrible WiFi connection. WiFi is forever disconnecting for 5-10 minutes and is constantly lagging.
- Location
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- Location
- Longsight
- Reviewing
- BT
- Date
- 2018-12-21
- Comments
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The most disgusting company in the world
- Location
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- Location
- stevenage
- Reviewing
- BT
- Date
- 2014-01-19
- Comments
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I moved from Virgin thankfully to BT (I used to call virgin and ask them for permission to use broadband it was so bad). BT performance has been on the button, no stupid capping, price is lower, I gave 5 to customer service, I have not used them at all in 11 months. so BT have a thumbs up from me, I gave virgin hell they were so bad !!
- Location
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- Location
- WALSALL
- Reviewing
- BT
- Date
- 2018-10-22
- Comments
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BT is a totally unethical company. They hike the price and send a single email giving you 30 days and the email is not clear that the price is going up and you can cancel the contract without any penalties. You only find out once the direct debit goes through showing the higher price. Price hike is more that 15%. I will not be using BT ever again once my contract runs out early next year. When I extended my contact last December it said renew and your price will not increase, be careful as this is not true because any "general" BT price hike can still be passed on to you, so not worth the paper it is written on. Do not trust BT at all.
- Location
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- Location
- Exmouth
- Reviewing
- BT
- Date
- 2014-12-06
- Comments
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for three years this scum bag of a company has taken our money and failed to provide a service! Complained many times always told it was our fault eventually got to an agent who realised it wasn't our fault (a big deal with bt) and arranged a call back! Well that never happened. I'll give them until tomorrow if they don't I'll be calling asking to speak to a manager and if they can't help I'll be going to ofcom. For three years we've had broadband that is slow, unreliable and always drops out (our previous supplier never had these issues!) bt are a disgrace avoid at all costs
- Location
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- Location
- Maidstone
- Reviewing
- BT
- Date
- 2022-03-29
- Comments
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Broadband stopped working on Thursday, told wouldn’t be fixed until Tuesday. In mean time decided to change to a better provider, they arrive on Tuesday and refuse to fix problem on the line because we are leaving them. Offered £20 compensation which when have been unable to work for 4+ days is an insult. Refusal to help and length of time without Internet is unacceptable. Also was told they would call back and they never did
- Location
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- Location
- Waterlooville
- Reviewing
- BT
- Date
- 2017-05-09
- Comments
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I am absolutely disgusted with the service we've had from BT, the lack of communication between its staff and the service itself! I asked for my account to be cancelled in January as i was moving and they are still charging me now despite me leaving the property and cancelling the line! I've just had to pay a £100 bill to close the account. I would not recommend BT to anyone for either its broadband service which took over 9 weeks for them to start or the customer service you get on the end of th phone! Absolutely terrible!
- Location
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- Location
- England
- Reviewing
- BT
- Date
- 2015-12-14
- Comments
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If I could give not stars to BT I would, joined them very recently as I was moving into a new house. The customer service is an absolute farce, it is outsourced to India, where most staff members seem to speak very little English, which therefore means it takes a very long time just to explain the simple reason you're calling. Second to this I've had the call staff outright lie to me, and also provide me with information that is completely incorrect, so much so I've told them that and they've still assured me it is correct. They told me the engineer didn't need access to the property, yet he did and I wasn't there. They then refused to tell me when I could reschedule the appointment to. They moved my broadband activation date by over two weeks, and neglected to tell me, which is an outrage as I need the internet to work. All in all I have been utterly flabbergasted by how much of a farce the customer service of BT is, and that they have the audacity to call themselves British Telecom. AVOID AT ALL COSTS.
- Location
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- Location
- Morpeth
- Reviewing
- BT
- Date
- 2017-07-04
- Comments
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SHOCKING service. Placed order, got told it will arrive June 8th. On the 8th I looked online to see my order had been canceled - normal or correspondence to say this. I call and they said "there is no fibre cable or infinity in your area". So i had to place another order for regular broadband. This arrives 10 days later - does not work. Call and they test line, they book an engineer. Engineer comes and says BT should have noticed there were two lines to this property, and haven't. I said I wanted infinity package but could as there was no fibre in the area - he took me outside to show me the fibre cable and my neighbour came out and I asked them what they had - Infinity BT package. Its not just that but the internet is rubbish. I use my neighbours SKY internet mosts nights as it is better and stronger - our houses aren't even attached. I made a complaint and had to follow up and chase it a million times. Each time I got someone new in another country who hadn't read my file and so on. I even at one point asked "can i have my account number as i have not received any paperwork", the woman said "yes if you give me your account number I can access your account and get you your information". Truly shocking service and contradicting all the time. When i complained and wanted to cancel,they were going to charge me for cancelling the service. Wont even get into the rest of it as there is a novel full of stuff that has happened last 8 weeks. I have been shocked and BT are certainly not the leaders in the market or if they are we should worry. I wish i had gone with SKY again.
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2018-06-29
- Comments
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If I could it would be -* as your service has been absolutely shocking.I have never seen such bad customer service.
Move house -you don’t move us to a new address you cancel our account !!!!!.Then for weeks and weeks you keep cancelling the new set up of a new account t so nothing happened.Following on from this win no internet we run out of internet(3/4G) on our mobiles so you give us extra,suspissedlt free of charge but you put it on our bill so my husband had to cancel the direct debit otherwise you would have taken this from us.All of a sudden after waiting for calls you call to chase money that WE DONT OWE YOU!!!!.Funny how you call when you want money but when we need help we can’t get hold of anyone.Everytime you call that so called Case Manager isnt in!!!!.
You are now not calling us back yet again to sort the rest of the money on the account although you are messaging us threatening to cut us off.
Now if that’s what you call customer service then you need to close as a business.You have caused us nothing but a nightmare for the last 8 + weeks and still the so called case manager isn’t calling my husband back.
Get your business sorted as intended years ago with its customer service and call people back to sort their accounts.
We have everything with you and so wish we didn’t.You are have broken your part of the contract for numerous months and still can’t sort.
Thanks for nothing BT.
- Location
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- Location
- Enfield
- Reviewing
- BT
- Date
- 2016-06-28
- Comments
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BT customers service is the worst I've ever received (and I've had some bad service). I wanted to change the contract we had into my name - everything else to remain the same and they wouldn't allow me to do so witho paying £50 connection fee even though they weren't connecting anything- nothing at all was changing. When I refused to do that and asked to cancel the contract they charged me £30+ to cancel- even though I was out of contract. Just plain scam artists, would never use again.
- Location
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- Location
- Southampton
- Reviewing
- BT
- Date
- 2016-03-04
- Comments
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Poor service, no respect for customer! When we changed to BT we explained that the line and broadband would b used for business and we need a guarantee of a reliable service. Today Ive been told that who ever set us up didn't put us on a business plan and that now we have to wait until Monday for a phone call (which I was promise to recurve today as the fault was reported yesterday) to let us know when problem will b sorted.
So if you are thinking of changing or getting BT (BT infinity) don't bother! Go with SKY.
- Location
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- Location
- Wales
- Reviewing
- BT
- Date
- 2019-11-28
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2018-09-04
- Comments
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Thieves. The internet in my flat has not been working for a week now. Called them several times and they always say and do the same useless things. The usual switch off and on. They said that if I want to have an engineer coming to fix it I may get charged £120! It's your internet that is not working and I have to pay for it? It's a shame that there are no good broadband companies in the UK. Avoid
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2022-10-26
- Comments
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Useless customer service. Tried to call two times to understand why they are delaying the activation of my broadband. The first person couldn't understand anything I was saying and hang up without saying anything, the second one kept me 40 minutes on the phone and did nothing but saying they are busy and to stay on the line with him. I'm shocked, didn't even know such things could happen with a big company like this
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-10-28
- Comments
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Very bad and customer service don't know well their products. They give different information at every phone call. Website upgrades are not clear. Same bad as sky ..
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2014-05-10
- Comments
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I would love to be able to comment on the speeds but nearly 4 months later I still don't have Bt Infinity... due to all the 'terrible weather' of late there has been many delays on pole work is all I seem to hear at the moment.There's delays and then there's outright neglect....4 months??? What other company could get away with this... oh and not a single mention of compensation for any of this, seems like they don't want to take any responsibility....Very fed up.
- Location
-
- Location
- Bournemouth
- Reviewing
- BT
- Date
- 2021-03-21
- Comments
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It took them 27 days to switch my adress, after they fail 3 times to do it.The internet is down every 10 minutes for couple of seconds. Impossible ti wotk from home. I wanted to cancel the contract, but they put me a tax of £268, because I don't want this poor service.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2016-08-13
- Comments
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I just can say, that before BT we used to have talk talk. BT broadband is terrible in comparison. I can't see a video.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2020-08-30
- Comments
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Have recently moved home and simply wanted to move the service across, but this seems to have been an unnecessarily difficult process for BT. Have had multiple orders cancelled for no reason over they last three weeks, which they cannot seem to stop doing. They say they will call back to sort out, but never do, resulting in me having to call them back. Previously the broadband had a tendency to cut out at least twice a day. It takes a good while to get through to any customer service reps, and even when you do, whilst they are pleasant enough they can rarely solve your issues there and then. Don't even think about asking for discounts for inconvenience, because they won't even consider it. Have been a loyal customer for a good while, but enough is enough and it's time to move on.
- Location
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- Location
- Carlisle
- Reviewing
- BT
- Date
- 2016-05-06
- Comments
-
What a useless company this is today received Email telling me my bill is going up by £4.65 or 11%. No explanation, nothing. When I try to log in to sort out using CORRECT details ,it says not recognised so cannot complain. So my bill goes up 10% with no comeback other that to leave...which is exactly what I will do. If you haven't joined BT please please don't. They are a bunch of cheats who despite billions of current year profits have increased current charges by 10% ..or higher. Disgraceful. Andrew Mitchell. CA89BA
- Location
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- Location
- Derbyshire
- Reviewing
- BT
- Date
- 2017-03-22
- Comments
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PLEASE NOTE: Do not change your service to BT; they have provided the worst service I have received in 40 years of being a home owner.
The transfer from Sky to BT took much longer to achieve and was not conducted on the promised dates. My house was left with no landline for over a week; at that time I was working away from home and this caused stress and upset to my family and me.
BT have now increased their prices and I have missed the cut off date to cancel my contract and move back to Sky. This has resulted in a cancellation fee of £181.71.
Please choose another provider.
- Location
-
- Location
- Northants
- Reviewing
- BT
- Date
- 2017-06-28
- Comments
-
I have no issues with my current BT set up it works fine. I am however changing my ISP because BT cannot solve issues(well my issue) without you having to to be called, or you call them, over 30 times and counting to fix something.
They lie
I have been told my issue is fixed 4 times. It has not been.
I have never spoken to the same person in customer non service team.
They lie.
They created a false account to supposedly fix my issue which they assured me would be deleted and then started to charge me for it. Oh! and they can't cancel it straight away for some unknown reason.
Some of there customer non service team are polite but most are rude and don't listen to you.
They call you back at the wrong times.
They cut you off.
They put you on hold for 10 minutes.
You try their live chat and they fix the problem. Yeah! Oh! maybe not. They lie to you saying your problem is fixed as it is still there the next day.
Have I mentioned that they lie.
They say your issue is now solved can we close the complaint. You say yes thanks for solving my problem. The next day the issue is still there. Never ever close a complaint until you are sure it is done otherwise you start all over again.
In the last couple of months I have spoken to BT more than my friends and family and my issue is not resolved.
If you enjoy pain in your life then sign up for BT broadband. If I could give 0 marks I would.
When my switch is complete I am going to smash all there equipment up and post it to them. Oh! and because it was a nightmare joining BT. I have 4 sets of stuff. They messed up my order so badly, they kept cancelling it and doing another order so I ended up with 4 sets!
BT are incompetent idiots.
I feel much better after that.
- Location
-
- Location
- manchester
- Reviewing
- BT
- Date
- 2019-08-22
- Comments
-
i am locked into a 24 month contract with this bunch of cowboys and want to warn anyone else not to fall into the trap i have. Do without a service rather than get it from these guys as the stress is not worth it
- 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.