3,598 Customer Reviews over 90 pages
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- Location
- London
- Reviewing
- BT
- Date
- 2010-05-13
- Comments
-
In 12 months with BT I only got speed of 0.8 mbps. I was supposed to be able to get 3-5 megs but only got that speed when I complained, even then it lasted only a day or two before going slow again. They lied constantly, never gave anywhere near a good service and deliberately slowed the speed down to 0.13 mbps when they found out I was switching to someone else. Absolute rubbish service, product. They seem to be more concerned with advertising their products rather than providing a good, reliable service.
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2012-10-25
- Comments
-
So disappointed with BT. Decided to change suppliers and go with BT, with reassurances from BT that Infinity would work well. Engineer turned up, very grumpy and rude because he had to change junction box. Couldn't set up, said he was going to the main box to reset everything, never returned. Turned up the next day did the same and disappeared - still no broadband. Rany customer services, job marked as complete by engineer! All customer services could do was give me BB fault number - why am I paying over £25 a month for such appalling service?!
- Location
-
- Location
- Bridgend
- Reviewing
- BT
- Date
- 2018-08-20
- Comments
-
BT Broadband- The Worst Customer service I’ve ever Experienced. I signed up for BT TV and broadband having recently moved house. The installation was meant to be free but they charged me £59. Called to complain and was told the refund would be in my account within 24 hours. One week later had to call again as still no refund. Finally got that money back a few days later.
On the day the installation was due to happen I didn’t receive any communication so checked online and it showed the engineer was confirmed. Just to be sure I used instant chat and was told the same thing. The time slot came and went and the engineer never showed. Called to complain and was told they didn’t know if I needed a new line so rather than check or ask they just cancelled the appointment I had waited 6 weeks for.
Decided 3 complaint calls was enough before even getting the service so decided to cancel the contract. It then took a further 4 x 30min+ calls over 3 days for them to actually cancel. Two weeks on I still haven’t received my refund for the engineer cost and have been charged a bill for a service I never received. Another two hours on the phone and many promises made and I’m still waiting for a refund.
I’m sure the service is great if you ever get it but if you have a problem forget about it because no-one there seems to be able to help. They are very apologetic and all promise to help but they all blame the processes or the systems and there doesn’t seem to be any joined up thinking between departments.
- Location
-
- Location
- Lichfield
- Reviewing
- BT
- Date
- 2018-08-29
- Comments
-
Terrible, the so called 'off shore' Team should be abandoned and technical support brought back to this Country, they are blatant liars and completely incompetent, say they will call back and never do, falsify their tickets with lies, disgusting.
- Location
-
- Location
- brentwood
- Reviewing
- BT
- Date
- 2014-12-02
- Comments
-
I've used more swear words since using BT moving house service, than ever before.
Just when you think they can't get any worse they suprise you.
They are very good at charging you for services you didn't have, or didn't want, then charge you again for cancelling them.
- Location
-
- Location
- Thetford
- Reviewing
- BT
- Date
- 2020-03-14
- Comments
-
If I could rate 0 stars I would.
This is the first time I've EVER wrote a review about internet providers..
BT is horrible from the service itself, to the support "they offer."
*AT LEAST* twice a night, my router will turn off/disconnect broadband randomly during movies, games, etc.
There are no reports of outage or weather problems. Just an awesome added benefit you purchase along with your package.
Aside from when the actual service deciding to work on it's own will, you will not get what you pay for. Speeds are fairly reduced from the actual amount (and package you believed to have had) to pay.
To sum up this review, save your time. Save your money. Save your countless frustrations. Find a different more reliable service before you're stuck like me!
- Location
-
- Location
- Weston super mare
- Reviewing
- BT
- Date
- 2019-05-10
- Comments
-
In Weston super mare, near town centre, 300 meters from exchange and they could only provide 17mb download and 0.70 upload.
I have to connect to 4g if i want to attach a picture to an email.
I might as well send a pigeon with it, just stick to 4g or get broadband from any other company...even if they use BT infrastructure they can provide better speeds.
Just unbelievable how they can be called ISP, i'm waiting for the day I can cancel without a fee more then I am waiting for my bank loan to end.
- Location
-
- Location
- Canvey Island
- Reviewing
- BT
- Date
- 2019-10-19
- Comments
-
I was approached by BT to sign up for another 18 months and that would involve me going on to BT plus. At the time my line throughput was 41Mbits/s. This speed remained constant for a couple of months and the it started to drop and eventually went down to 10 Mb/s. I rang BT and unfortunately had to speak to their Indian help desk. I had to remove all connections from my router and went through all the tests until the last test where I had to hang up. No call back on reply. I rang them again, a different agent. He insisted I go through the testing sequence again. Again I was told to hang up. Nothing again. At this point I gave up. A friend of mine who works for Openreach measured my line and said there was a high resistance fault probably on the pole outside. I rang BT and fortunately got a British operative who logged it as a fault and three days later an engineer came round and fixed the fault. All well and good I hear you say. No. The throughput speed came up to 25Mb/s. I had somebody ring me to see if I was satisfied. I said no. They decided to send me a new router. I installed this and this one had a software field that actually measured the line speed. It said it was running at 30Mb/s however testing with their own software and Ookla line speed tests it has now dropped to 20Mb/s. The router says it is running at 30Mb/s so what am I to conclude from this? It would appear to me that their network manage to system is throttling my line down to 20Mb/s. As a result of this and poor customer service I shall be voting with my feet at the end of the contract
- Location
-
- Location
- Maesteg
- Reviewing
- BT
- Date
- 2022-01-31
- Comments
-
The worst broadband service I have ever had it's so poor always dropping out of connection and bt are useless to fix the problem
- Location
-
- Location
- Swadlincote
- Reviewing
- BT
- Date
- 2023-02-14
- Comments
-
This company disgusts us. It doesn't matter what you say it has zero effect on them. We have a 70 year old staying with us who needs to be constantly connected to the Internet for safety and health reasons as see recovers from a heart attack and also the security system in the house relies on a good broadband connection.
BT and especially Open Reach are abhorrent. They hold you to ransom.
- Location
-
- Location
- Dorking
- Reviewing
- BT
- Date
- 2017-03-08
- Comments
-
Its a shame there is no option to give zero stars to BT.
What an utterly awful company to deal with!
No internet for over 2 weeks now and every time I call its the same pointless process over and over again.
They send engineers who never turn up, try to charge me for their failures and waste hours of my day every time I deal with them.
Please do yourselves a favour and DO NOT USE BT for anything
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2015-04-04
- Comments
-
I had been a loyal customer for many years and then when things went wrong I had a massive bill and when I complained their belligerent arrogant customer service dept told me that i had miss used their service! (as if anyone would pay a fee to avoid extra charges would then go and mss use the service) So after complaining in writing I wrote and told then that I was going to a reputable communication company and accused BT of obtaining money by deception, which they ignored I have been a happy user with VM and have broadband at 50Mb that is great for my Apple kit so don't even think about going to BT you will regret it.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2015-08-03
- Comments
-
Absolutely appalling service and I haven;t even received my internet package yet.
Two weeks 4 different people and no home hub?
I would never recommend BT to anyone after this and I wouldn't have them myself had I not already been given a BT open reach box when buying my property.
- Location
-
- Location
- Gloucestershire UK
- Reviewing
- BT
- Date
- 2019-07-09
- Comments
-
I hadn't had broadband before and had heard that since BT controlled all the cabling that their service would be best. How wrong.
To start with things looked good. An engineer turned up on day arranged and installed line. He said there might be teething problems and to get in touch if so.
I did . I needed the link for my work and it is vital I have live connection when I broadcast. The link kept dropping out. I raised query.
An engineer was arranged to come out (this took far more time and trouble than I can relay here).
I realised I would be at a wedding and called help line to rearrange (again more time and faff than I can relay) I was told that was sorted.
Then while away I was texted to say an engineer would call on the OLD date - would I be in or did I want to cancel (my only option in the circumstances was to cancel!) then - as I suspected, no engineer turned up on new day.
I had raised complaint and a complaints person rang me to check out if line was now working. This was exactly as I was communicating via the awful chat line system (see below) with another so callled 'helper' to try and establish if and when an engineer would call. The complaints person said they'd ring back . The help line person asked if I wanted an engineer to call. I explained that one was due to be visiting but emphasised YES PLEASE. The operative terminated the on line call without sorting.
I now have a complaint on top of a complaint on top of a complaint - The service IS AWFUL.
Years ago I used to work in project management for Comms . I can honestly say that service levels have gone down the pan and customer service is not fit for purpose. Out-sourcing to a foreign country in a completely different time zone and in a completely diferent language, different culture, different etiquette, is a HUGE mistake. No axe to grind with the individual helpline people on the other end: Its not their fault. The model is wrong. The system is broken. I am going to see about cancelling and going elsewhere. Except i suspect more grief and heartache awaits en route. This is no way to live a life
- Location
-
- Location
- Deeside
- Reviewing
- BT
- Date
- 2016-09-20
- Comments
-
absolutely disgusting customer service, pushed from pillar to post, I have spoken with 6 different advisers today and only 1 could tell me the truth! that my order has somehow slipped through the net, after spending over an hour on the phone 3 weeks ago placing an order for tv and broadband and giving my card details, and to be told I have an engineer coming out. My appointment was meant to be tomorrow but I have had no communication from bt in the past 3 weeks so i thought id better call them to check as I would need to take time off work! after 1 30 minute live chat and 5 half an hour to an hour calls later they told me that there is no order for my address/name/contact details. Disgusting customer service, I was cut off 3 times and promised ring back numerous times which never materialized. I just cannot understand how a substantial order with a massive company like BT could go so wrong, highly dissapointed to say the least!
- Location
-
- Location
- ln1
- Reviewing
- BT
- Date
- 2016-11-19
- Comments
-
switched from normal broadband,was told 80-90,on first install i got 12 ,complained to bt they said they were delivering 61 to my hub,hardly the qouted speed ,even at that,was told "cooling off period was from date of order,so what use is that,left me with two days to review,and threats of charges within that priod.took on board the review saying i was getting 61 and purchased and installed the latest ethernet board,now tops ou at 42,usually its around 20-30 , again not the promised speed.tv isslower tha the copper and if you take the bottom tv package hardly any increse in the number of channels.so was it worth the chang from copper, ???? NO.have had to hide 120 channels as they arn't in my package,WHY send me them ? every update and reset i have to hide them again .telly keeps freezing and jut going black,total loss of sound and vision.pages now refresh at about 3-4 seconds on the pc,used to be 1-2 on copper,hows that for progress.
i'm tied now but the tv will go at 12 mnths and the broadband will go after 18.
bad choice,dont make the same mistake i did.
- Location
-
- Location
- wymondham norfolk
- Reviewing
- BT
- Date
- 2020-05-26
- Comments
-
Absolutely useless company, been with bt for years but not anymore, I phoned to report my broadband kept dropping out and was below 1mb, Was told i needed the full fibre package and that would sort it out, Nothing changed only the size of the bill considerably increased, Since then they have come every few weeks to try and sort it including digging a trench through my lawn, All of which made no difference, All the engineers admit i am paying to much for a low service, But when you call the customer service department they seem to think the service is okay, No other provider can give me any better connection but they are a lot cheaper, So much for customer loyalty.
- Location
-
- Location
- Northern Ireland
- Reviewing
- BT
- Date
- 2017-10-07
- Comments
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This internet connection is payed for. Why doesn't it work reliably? An advertised 2mb/s connection repeatedly cuts to nothing! Unacceptable! I can understand that it ight slow during high traffic but his is 4 am in th morning, the infrastructure doesn't dissapear overnight and there is no excuse for denial of service. I am actually having to use my mobile to submit this because your pathetice internet has entirely cut out while my lan amd modem are still fully functioning. wtf
- Location
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- Location
- Glasgow
- Reviewing
- BT
- Date
- 2010-10-30
- Comments
-
A complete and utter waste of money. Poor speed of 58.Mbps. Terrible customer care/service and you get put through to India to people who can't understand a word you say. I am paying for a service that has crashed twice in a year,the first being a local exchange problem that took 10 days to fix, with lots of fobbing off by customer service in between.
- Location
-
- Location
- birmingham
- Reviewing
- BT
- Date
- 2016-02-17
- Comments
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they are so bad ,but we have no choice but to use them,if possible stay well clear
- Location
-
- Location
- Lonfon
- Reviewing
- BT
- Date
- 2023-08-04
- Comments
-
I would not even give a single star to BT as its been a horrible service with the customer care and sales support team members. We have been promised with a temp router until the BT main hub activation happense (which effectively is taking forever), which we everytime call them and they say they cant see any order being placed.
I dont know whats going on with BT service that every other day we call and the customer care ends up placing a new order which we have not yet received.
They also say they dont have a tracking id / there is no way they know whats happening with these orders.
This is the most horrible service we have ever got.
- Location
-
- Location
- Fraserburgh
- Reviewing
- BT
- Date
- 2017-05-06
- Comments
-
A pathetic service, keeps dropping out and despite an open reach engineer visiting and saying that the problem is at the BT end they insist it isn't.
Customer service is mixed with some agents trying to help but others simply cut you off or passing you on to other people. Over all for the cost i would say BT are rubbish. I certainly would not recommend them to any one.Even as i write this it's dropping out.
- Location
-
- Location
- South Wales
- Reviewing
- BT
- Date
- 2017-07-17
- Comments
-
Cannot ever reach guaranteed minimum fibre broadband speed. Waited 5 days for engineer to call to fix problem. Failed to show. Disgusting service..
- Location
-
- Location
- Norfolk
- Reviewing
- BT
- Date
- 2018-01-10
- Comments
-
DO NOT USE THIS COMPANY. Just don't. You will save yourself a whole load of hassle. Go with someone else. In fact using data on your phone will be a better (not to mention a faster and cheaper) option. We signed up for BT broadband when we moved house. The moment you sign up, the problems will start. You will be greeted by incompetent customer service staff who either cannot, or will not help you. The reoccurring theme throughout your experience will be this;
1- There is a problem with your internet/phone service, so you call up BT
2- You will spend 10 - 20 minutes on hold
3- A non native English speaker on a bad line will answer your call. After answering your questions with quotes from a script, they will put you though to the relative department
4- You will spend ANOTHER 5-15 minutes on hold.
5- A slightly more competent person will pick up. Sometimes they're able to understand you, sometimes you'll be able to understand them, either way after listening to your complaint/query, they will give you answers from a script. If you're dissatisfied with their answers, they can;
A- put you though to the complaints department (WASTE OF TIME!!! These guys are masters of bullsht and will have you hanging up in no time in the false hope that your problem will be solved. I found this to be the worst department of all, they lie though their teeth just to get you off the line!)
B- Go and 'look on the system to see what the problem is' Exactly what these people do when they say they'll do this is a mystery. Naturally they will put you on hold AGAIN while this takes place and at the end your problem still wont get solved.
At this point, you will have been on the phone for around an hour (40 mins if you're lucky) and you have TWO options-
hang up and go back to 1
Stay on the line and go back to 4
I have wasted far too much of my life trying to sort out problems after problems that I can honestly say no other company has. After months of frustrations, we went with someone else. 7 days later, we have fast fibre! Suck it BT, you're a joke.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2018-10-04
- Comments
-
Absoloute crap. Never had anything like it. Says it is connected but that is horse****.drops out every five minutes, requiring you to sign completely back in.wont load anything.wont let you send or receive your ******* messages. And I’m paying over £90 for this ****. Would never recommend. EVER.
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2014-07-15
- Comments
-
Bt is slow expensive not reliable dont get it you will be ripped of I had to pay 365.59p for cancellation fee f that I normally pay about £45.00-£60.00
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2014-10-13
- Comments
-
Ordered infinity2. Two weeks after the order they started changing installation dates. Said I wanted to cancel, so they fast tracked my order, and promised an early connection. After booking another day off work, they cancelled that date. Have now left BT before even being connected and will wait for Sky fibre.
- Location
-
- Location
- Warwickshire
- Reviewing
- BT
- Date
- 2015-04-04
- Comments
-
Avoid !!! Absolutely sick of BT I cannot believe I left Virgin for this biggest mistake I made. Our package is BT infinity 2 and my speed right now is 1.8 !!! Should be up to 76 !!! We have to get an engineer out now £120 !!! Even though we havnt been with them a year and we have complained on many occasions.. Awful service and the call centre is crap they struggle with English. Our contract is up in May and we are not renewing I would advise everyone to steer clear they just want a sale and don't follow up with the promise .
- Location
-
- Location
- Dunblane
- Reviewing
- BT
- Date
- 2015-08-03
- Comments
-
Dreadful, just dreadful.
I was told I could upgrade to faster broadband - so signed up for it. On the (delayed) activation day the service did not work. I waited all day for it to activate, it didn't. Ended up on the phone to India for an hour - they arranged for an engineer to visit 3 days later.
The engineer arrived one hour early - luckily my son was in, I wasn't.
The engineer confirmed that faster broadband was not available - I am apparently too far away from the exchange (3 miles) and I will NEVER be able to receive faster broadband. I asked him if he could reactivate my old BT broadband - he said 'No'. Apparently my 'old protocols had been wiped, by BT, in the Exchange'. He then told me I (yes, that's right, me!) needed to contact BT - I thought I was already speaking to BT! Apparently not - I was speaking to an engineer from BT Openreach...and that's different to BT Retail.
So I call BT Retail - speak to 2 people in India who can't help me, then 2 in the UK - one of whom can help me (this call takes 1 hour 20 minutes). The BT UK Agent can 'help me' by 'passing on a request to reactivate my old service' - but I'll have to wait 5 working days (a week!) for them to put right what they turned off because they couldn't deliver the service I was sold and didn't even check it first!I will be without broadband for at least 2 weeks in total thanks to BT misselling a service, cutting off my old service and putting me back in a queue to wait whilst they fox what should never have been broken in the first place.
Oh, and I've complained too but I've been told that I'll have to wait 18 days for a response because they are 'very busy right now' - sounds like that's a major signal that your service is utterly crap, BT.
Appalling.
- Location
-
- Location
- Longsight
- Reviewing
- BT
- Date
- 2018-12-21
- Comments
-
The most disgusting company in the world
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2016-01-18
- Comments
-
Signed up to BT 17 Mbps
Got 0.5! i.e. 97% less mbps than we signed up for.
We called to ask BT for help….they said they would “call us back” they never did.
We asked to cancel our contract (Note receiving only 3% of the Mbps meant they were not providing use a service fit for purpose)
BT said it would cost £140 to get out of their contract.
As we have 90 days left in the contract we offered to pay to the end of contract and that we were giving advanced notice of termination. BT said only when your contract has 30 days can you give advanced notice (not 90 days, not 29 days not 31 days….1 day in the year that you can cancel)
- Location
-
- Location
- Troon
- Reviewing
- BT
- Date
- 2016-07-16
- Comments
-
Terrible service, we have an issue with Internet and phone connection....we have been on the phone since 9am this morning....2 hours latter and the clowns at BT are incapable of solving a simple solution. Pathetic customer service.
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2017-01-05
- Comments
-
Breathtakingly awful service. The sorry tale is too long and tedious to recount. Suffice to say I just can't imagine what is going on at BT. It is an utter shambles although the actual individuals I've spoken to on the phone are reasonable and doing their best. There is clearly some massive fault in the basic running of the company.
- Location
-
- Location
- DURHAM
- Reviewing
- BT
- Date
- 2017-02-14
- Comments
-
BY FAR the WORST company I have ever had to deal with. Lying underhand arrogant company with staff who dont give a hoot about the customer. A CEO who clearly needs to wake up to the reality of his company as if they could be make hundreds of thousands more in customer retentions by actually training his staff in a more positive manner. I will be off with another company ANY company when I get out of this unfair contract. BEWARE they start your cooling off period when you order, NOT when you get the equipment or start the contract. AVOID AT ALL COSTS.
- Location
-
- Location
- Epsom
- Reviewing
- BT
- Date
- 2017-09-28
- Comments
-
I have left sky to come across to Bt fibre - big mistake.
Your engineer installed equipment on Friday 22nd Sept but could not activate as the routing given to the exchange was full. Therefore left me with no broadband as Bt had told Sky to disconnect. Various phone calls to Bt mainly result in being put on hold for up to an hour . Told nothing could be done until Monday. I then had to chase on Monday to see what's happening!! . Told job had to be cancelled and new job issued . Told to phone back Tuesday. 2 calls later on Tuesday told engineer needs to come out on Wednesday. This is complete opposite to what engineer said needs to happen . Chased engineer up on Wednesday as no one turned up . Told he was the same engineer and they had given him same routing as before so not coming out and said BT are useless as it happens all the time . I then have to spend another hour on phone to BT who blame open reach and say we will update you on Thursday.
I have been without broadband for 6 days now and surprisingly no call from BT today . I don't know what's worse the fact that BT don't seem to care and fob you off or that they don't actually know what they're doing . To add insult I did receive an email to say my first bill will be sent out on the 8th October!!!!
- Location
-
- Location
- Newquay
- Reviewing
- BT
- Date
- 2018-02-06
- Comments
-
Absolute crap, can not wait to get out of this contract , which they keep changing their minds when that is. got a package for £36 a month but often get billed £85 for using the phone a hand full of times. Too expensive in this day and age, will be using my mobile from now on instead of landline.
- Location
-
- Location
- Tower Hamlets
- Reviewing
- BT
- Date
- 2017-03-16
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2014-07-16
- Location
-
- Location
- Rotherham
- Reviewing
- BT
- Date
- 2015-01-18
- Location
-
- Location
- Bury St Edmunds
- Reviewing
- BT
- Date
- 2016-11-01
- 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.