3,590 Customer Reviews over 90 pages
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- Location
- Stockport
- Reviewing
- BT
- Date
- 2017-06-05
- Comments
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We have recently had issues with broadband & so contacted the call centre to report a fault. WORST after sales I have ever encountered. The fault was reported over a week ago to which after a 1hr telephone call they appointed an engineer. He visited 3 days ago unsure why he was there as the 1hr call I had was not enough time to make any notes whatsoever. Still no broadband & no promised returned calls on the further two contacts made. The second contact consisted of a 40 minute call to establish my name & address, & only this! A complete joke!! Will be taking business elsewhere for sure. I hope nobody has to endure this pathetic excuse of a call centre but good luck if you do. Punjabi might be a good language to learn if wanting help with a technical issue.
- Location
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- Location
- Littleborough
- Reviewing
- BT
- Date
- 2021-06-14
- Comments
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My advice is not to commit to 2 year deals because they will screw you at the end if you cancel early, even with a house move.
- Location
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- Location
- canterbury kent
- Reviewing
- BT
- Date
- 2009-12-22
- Comments
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evening speeds are down to less than 512 and transfer rate almost none and exchange 200yds away as crow flies. daytime speed ok about 4.5
- Location
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- Location
- Hinxton
- Reviewing
- BT
- Date
- 2017-11-28
- Comments
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When first installed my Infinity 2 service was providing 72mb/s, but after 6 months the service fell to 50mb/s, which because it counts as being within BT limits, they are not interested in fixing.
After an area power cut, the service was restored to 72mb/s for a couple of weeks, confirming that the performance loss is due to interference, rather than an outright technical fault.
- Location
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- Location
- Bell
- Reviewing
- BT
- Date
- 2009-08-31
- Comments
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Should you not get what you pay for?
- Location
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- Location
- Croydon
- Reviewing
- BT
- Date
- 2023-06-04
- Comments
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Very reliable. Good at first. In recent months very poor Wi-Fi signal upstairs, despite paper thin walls. Had to be buy booster.
- Location
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- Location
- Fulham
- Reviewing
- BT
- Date
- 2015-08-17
- Comments
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We are stuck with BT although we are unable to get the TV channels that were promised to us. Their TV department is completely unhelpful. TV customer service representatives are difficult to understand, offer assistance that makes no sense and don't appear to really listen to what your situation is. We've had numerous repairmen out to the flat and they can't resolve the problem. BT says its not their fault so we are stuck paying for channels we can't get. Don't' sign up until you know for sure you are able to get the service or you'll be stuck like me.
- Location
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- Location
- MIDLOTHIAN
- Reviewing
- BT
- Date
- 2018-12-01
- Comments
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the greed is pathetic.went from £29 to£58 after 18 months.I don't know why they treat you as a mug while giving new customers a great deal.anyhow have switched to talk talk for £20.its up to us to leave after 1st contract ends.its dead easy,your new supplier does all the work
- Location
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- Location
- Swindon
- Reviewing
- BT
- Date
- 2019-03-01
- Comments
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The cost of the service is too much. You don’t get any offers. If you are struggling for your contract payment and need to downgrade, this isn’t possible. I am cancelling as soon as my contract runs out. If I could do now I would. So Do think twice before choosing them.
- Location
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- Location
- CLACTON-ON-SEA
- Reviewing
- BT
- Date
- 2016-09-10
- Comments
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I have been a BT customer for a number of years. Prior to this I was with AOL. I packed them up as I got fed up with endless calls from India (or wherever) trying to talk me into unwanted upgrades.
I am a fairly low user of both phone and broadband, but on the whole I have to say I have experienced few problems. I guess I am probably paying too much for the amount I use but, as the saying goes, 'If it ain't broke-don't fix it'.
After the first year, like most companies, they just throw you a few breadcrumbs to keep you with them. If you pay line rental 12 months in advance you save a few pounds, but at the same time, it locks you into them for the said period. They also throw in the number display and associated items worth £1.75 per month- big deal!
A friend of mine was with Talk Talk (I seem to remember). He had a fault that was found to be in a waterlogged telephone service box out in the street. This apparently comes under the jurisdiction of BT. He had an unannounced call from a BT engineer whilst he was out and (If I remember correctly) had around £80 added to his Talk Talk bill. They told him it was up to him to contact BT. He just could not be bothered- which made me a little cross at the time, but it's his money.
Hence I've decided to stay put- at least I know I just have BT to deal with. I can't substantiate this but I would assume that in cases like my friends situation BT probably prioritize their own customers.
Why it is called BT when the majority of their call centers seem to be abroad- goodness knows.
- Location
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- Location
- Staffordshire
- Reviewing
- BT
- Date
- 2022-06-30
- Comments
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BT have a scheme for disabled users promising to return any money you pay due to being in contract. BEWARE it is credited to your account so could take you a year or even two to get your money returned. Companies recommending this scheme EE in my case should ensure customers are aware of this. I complained I will now pay my own bill send it to BT and hopefully get my money returned. Not everyone has the money to enable them to do this. The idea of me changing was to save money not wait more than a year to get what I’ve paid returned. Not good enough at all.
- Location
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- Location
- Cambourne
- Reviewing
- BT
- Date
- 2020-09-17
- Comments
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If you're thinking about switching to BT broadband because of the BT reward card incentive then beware. They seem to be making it difficult to claim this, despite them claiming it should appear automatically on your account.
My own experience was that the reward card never appeared on my account. After contacting live chat to enquire about this, the adviser said he could not transfer me to the relevant department and told me to phone instead. This would have involved wasting more of my time because of the long waiting time on the helpline.
A quick Google search of 'bt reward card', and filtering by the past month shows lots of people complaining about not receiving reward cards, showing this is a current widespread issue. So unless you're prepared to waste time chasing this up, then don't expect to get the card.
The broadband itself has been excellent. I'm on a FTTP connection which is fast and reliable. It's just a shame that this experience with the reward card has soured my opinion.
- Location
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- Location
- isle of wight
- Reviewing
- BT
- Date
- 2009-11-13
- Comments
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I have never had a problem connecting to BT, its always up and running, but I am paying for an 8mg service and I am getting 512kg at best....for reliability excellent, for speed rubbish.
- Location
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- Location
- Northamptonshire
- Reviewing
- BT
- Date
- 2020-12-27
- Comments
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After recently joining BT I was not best pleased with some of the service we got and nothing was getting actioned. However I luckily got a lovely lady called Jinder Kaur from the Leicester office (I think) who promptly resolved the issue and promised to call back which she did and also followed up after Christmas to make sure I received my connectors and got the engineer booked in.
If only all customer service stay was like her in every company!! These 5 stars go directly to her and I really hope this review will be passed on to her.
Thank you Jinder!!
Regards,
Chloe
- Location
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- Location
- Kent
- Reviewing
- BT
- Date
- 2017-02-27
- Comments
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I will say the broadband I have is as advertised, it's up to 52mbps and I get 50 and it's pretty reliable, might go down 2/3 times a week for a minute or so. It's always on so to speak, fast downloads and the router has been okay, but very poor wireless, it doesn't even go to the bedroom which is on the same floor as the router and roughly 5 meters away.
As a company they are awful, they put up their prices during your contract and you have to put up with it or cancel early and pay the rest off.
I started with infinity 1 and lane line, it was about £35 a month, 8 months later and it's now £50-£55 a month for no reason.
I asked them why it happened and they said all customers have to pay more in order for bt to spend more on the network maintenance and upgrades! They then tell me as I've contacted them, magically they can reduce my bill by £10 a month, what they didn't tell me is that buy agreeing to that I was entering a new contract so my 12 month contract is more like 18 months now and I'm still stuck with them for another 10 weeks!
I can get the same £50 a month service for a £25/£30 else where and will be doing so.
They all give you "free" stuff like BT Sport which later is not free, rather than cancel it for you they just add £5 a month to your bill. Here you go sir have this free tv package, it's £5 a month! It's like going to a pound shop and asking how much is this?
Scammers.
- Location
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- Location
- Chedburgh, Bury St.Edmunds
- Reviewing
- BT
- Date
- 2016-12-12
- Comments
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Having gone to BT because of their Infinity deal a year ago (approx.) I have had numerous problems, an unhelpful, round in circles, conversations.
Currently, I have spent over a month with a background "crackle" on the phone making conversation next to impossible, and my "wonderful" Hub cutting out and recycling,(on 1 particular day from 11a.m. to 4.30p.m.).
My suspicion is as follows;- On this estate, the cabling comes in underground (and the Fibre only comes to the distribution box, apparently}. Whenever we see an Openreach Technician doing something to the wiring in the compartment on the FOOTPATH outside our property (we assume adding another customer to INFINITY)when he/they leave we invariably have the problems. At this moment in time my Internet SEEMS okay, but the phone is still not right, and I wait with baited breath for another Openreach occurrence.
- Location
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- Location
- OLDHAM
- Reviewing
- BT
- Date
- 2017-08-17
- Comments
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Been a landline / infinity broadband / BT Sport TV customer for several years - on August 7th I renewed my contract on the strict understanding that I would be able to record BT Sport by exchanging my You View box for a You View Plus box. On that basis I was foolish enough to pay £208-80 landline fee 12 months in advance. Subsequently I have spoken to as many as nine individual BT employees in an attempt to resolve the recording issue by purchasing a You View Plus Box, quoted at £49 plus delivery. I have repeatedly been passed from person to person, placed on hold, hung up on, informed I need to also buy an additional TV package etc etc. Last night I again rang 0800 783 1401 number with the notion of either resolving the problem or cancelling my contract and requesting a refund. On this occasion I was kept on the line for one hour and 20 minutes while being passed to 3 different advisors, Chris in Doncaster, a lady and finally a Scotsman named John who assured me he'd have a brief word with his manager and get right back to me. 20 minutes later the connection was broken, leaving me absolutely fuming and my dinner burned to a crisp. Nevertheless, I rang 0800 783 1401 again this afternoon to cancel my contract but was persuaded by Amir Patel that the issue could be resolved, he would investigate and I could expect a call back in 30 minutes or so He said he'd generated a complaint ref No VOL013-235351101139 in the interim. Four hours later I have received no such call on either my landline or my mobile, both numbers having been supplied to BT. I have just called 0800 783 1401 yet again to cancel my contract within the 14 day cooling off period and to request a refund of the 12 months in advance landline charge which I am informed may take up to 7 working days to clear my account - took 5 minutes to leave my account. Ironically I also receive a BT bill yesterday and needless to say its also wrong. The left hand doesn't know what the right is doing resulting in disgusting treatment for loyal, longstanding customers. Never again!!
- Location
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- Location
- telford
- Reviewing
- BT
- Date
- 2014-12-26
- Comments
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I would like to say that from the time I was given infinity free for a year I stayed with bt. The speed specified was upto 79 Mbps and that was achieved but my problem was the Wifi . I am using a bthub 3 and in my opinion the wifi range is abysmal. My hub is upstairs and in the room below is my sky box and broadband adaptor, every couple of hours the adapter lights are both on but my tv is telling my wifi signal may be too weak. Bt need to improve their hubs to give everyone better range and less time loosing signal.
- Location
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- Location
- Sileby
- Reviewing
- BT
- Date
- 2015-11-03
- Comments
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I was quite pleased with BT but there prices kept going up and up so I decided to leave them I received a letter which I found threading and because I am coming out my contract a bit before it ends the are going to charge me over £70 which I find exorbitant as being a pensioner that's a lot of money these companies have you over a barrel so be careful who you sign up with BT are not as good as you think they don't care about old customers.
- Location
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- Location
- Adlington, Lancs
- Reviewing
- BT
- Date
- 2017-08-28
- Comments
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It's generally pretty fast but does drop occasionally for no apparent reason. Never had to contact customer service so I can't rate them.
- Location
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- Location
- Woodborough Nottinghamshire
- Reviewing
- BT
- Date
- 2009-12-22
- Comments
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Have had an issue about speed with BT since I switched to them.People next to me on same company are getting between 2.00 and 3.00MB I was getting 0.9 at good times. Have complained to BT who sent an engineer out to test the line and said nothing wrong with your house wiring system and nothing wrong with the line to the house, I asked about the other peoples speed he said just one of those things. When he left my speed has now gone to 1.6 now strange that it has but still not good enough as the engineer said I should be getting three.
- Location
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- Location
- Rochester, Kent, UK
- Reviewing
- BT
- Date
- 2009-12-23
- Comments
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BT Yahoo is the internet connection I use. I have Option 3 for the internet connection and full week no cost for land line calls on a BT line. It works OK but I'm certain it is not the most I could get from BT for the money I am paying.
- Location
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- Location
- Wiltshire, UK
- Reviewing
- BT
- Date
- 2009-09-03
- Comments
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Since competition came into our area, BT has always demanded a high price for their ASDL. Now they are around 50% cheaper without explanation, other than I can never achieve a good connection. I discovered I have been double interleaved at the node, and as very very few suppliers will ever divulge the contention ratios, I suspect I'm sharing a measly 8mbps with 500 people.
- Location
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- Location
- Leicester
- Reviewing
- BT
- Date
- 2015-11-11
- Comments
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The worst company i've had the misfortune to deal with nobody tells you the same thing twice paid for the connection,chap arrives plugs in can't check as its not live !! Absolute idiots good luck to any other fool like myself goes to them
- Location
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- Location
- Edwards
- Reviewing
- BT
- Date
- 2009-10-21
- Comments
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Since being with BT my Download and upload speeds seem to have slowed down.
- Location
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- Location
- North London
- Reviewing
- BT
- Date
- 2009-08-04
- Comments
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BT need to invest to maintain technical quality. I have just switched to Virgin
- Location
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- Location
- Woodborough Notts
- Reviewing
- BT
- Date
- 2009-12-07
- Comments
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BT claims 8mb but I have never had more than 0.9mb even though they claim I should get 1.5 on my phone line I have tested it on quiet times so there are no excuses about too many people using Broadband in this area.. When I put in the post code they claim 4mb. Come on BT you should be able to do better thasn this
- Location
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- Location
- Oxfordshire
- Reviewing
- BT
- Date
- 2015-11-17
- Comments
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I just moved and signed up for BT including their BT TV youview package. Broadband fine, but in order to use the TV package you need an aerial, not a dish. My house is new and has a dish but no aerial so it doesn't work. Would not have purchased had I known this in advance.
- Location
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- Location
- Chester
- Reviewing
- BT
- Date
- 2018-01-01
- Comments
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BT is a joke. When we first moved to them from Sky they said it would cost £34.99 per month but since then it's been nearly £50 every month. We called to bring this up and they said it was correct. So we thought we will bide our time and move when 12 month contract finished. They are now saying we can't terminate because I am using the bt sport app and from the day I downloaded it the 12 month contract started again. This is total rubbish I never signed no extension. They are asking for £170 to come out. Please do not go with bt they don't give a **** about their customers. Bigest mistake we ever made
- Location
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- Location
- Coventry
- Reviewing
- BT
- Date
- 2019-09-12
- Comments
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I started with BT almost 3 years ago after moving to an address where Virgin Media was unavailable. I had no major problem getting started with BT with everything being as it should be regarding my phone, TV, Sport and Broadband 'package'. The contract was 12 months. There were no major problems in that first 12 months, however when coming to renew I had an email from BT before the contract expired offering me a Broadband renewal at a reasonable price but with a contract for 18 months not 12. I spoke to them via their helpline but was told 18 months was now their minimum contract period. I agreed to this. A few weeks later they contacted me again about my TV and sport contract!!!!!! I thought I had just renewed this but it turns out the verbally agreed renewal was just for the Broadband BUT the TV and Sport package were now a minimum of 24 months. So, there is the major problem - how can I watch the final 6 months of my TV and Sport package if I decide not to renew my broadband? Sneaky. Having spoken with my wife we decided to go ahead with the TV and Sport as we had already committed to the Broadband.
Fast Forward 21 months - suddenly realise that my monthly bill had shot up to £80 from around £40. I contact BT who tell me that I am out of contract with my Broadband and therefore have no 'deal' and the price has risen to £52 (a lot of money, especially as I can only get a maximum of 25mbps where I live via FTTC) I point out that BT did NOT contacted me regarding the end of my broadband deal but obtained no explanation or response from the BT 'assistant'. I enquired about reducing my cost of my existing 'plan' by cancelling the BT Sport and TV package that to be honest we don't watch much at all. In this day and age of Netflix, Youtube and other streaming TV services, BT's TV is not an attractive proposition. This is probably why they hike up the price of their broadband post contract to offset the lack of customers taking up their TV options. To cut a long story a little shorter, my BT 'assistant' could not offer me any sort of decent broadband deal so I am cancelling everything. My 'early termination' charges are way lower than remaining with BT so I'm off. Having placed an order with a different supplier for just Broadband and phone line, (NOT a BT subsidiary of EE or Plusnet) I am now receiving text messages from BT asking me to reconsider. To be fair to BT, I was never unhappy with the Broadband and had few drop-outs and would have remained with BT for many more years, however, due to their underhand sneaky price hiking and contracts of unequal length designed to trap their customers, I will NEVER trust BT again. Deals can be agreed and negotiated but trust cannot. Goodbye BT - Forever.
- Location
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- Location
- manchester
- Reviewing
- BT
- Date
- 2016-08-13
- Comments
-
broadband is expensive at £40/month for infinity max, but work well and is reliable.
I am however very upset to have discovered a little clause hidden in section 13 of the Terms and Conditions: even if you are not on a fixed term contract, if you move and don't want to take BT with you you will be charged, in my case £31. So beware when comparing prices...
- Location
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- Location
- Seaford
- Reviewing
- BT
- Date
- 2010-06-08
- Comments
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Although living less than a mile from the ADSL2 enabled exchange BT say 6.9 mb's is about my limit and supplying me with a 20mb line is pointless. All the shouting from BT about rolling out new high speed services seems somewhat over enthuisiastic.
- Location
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- Location
- North Somerset
- Reviewing
- BT
- Date
- 2018-03-12
- Comments
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Broadband speed is quite variable and the wifi signal often drops out.
- Location
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- Location
- Cornwall
- Reviewing
- BT
- Date
- 2018-05-12
- Comments
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Paying for Infinity - actualy getting Infinity some of the time, have contacted BT, however speed always improves for a while when BT contacted., then variable again.
- Location
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- Location
- Worcestershire
- Reviewing
- BT
- Date
- 2018-07-09
- Comments
-
The broadband was ok, no problem. But their customer service is horrendous. My husband's name is on the account and, when he left, I took over paying the bill but they could not change the name on the account. It just seemed beyond them. Either I close it and reopen in my name, but there is no guarantee it's not gojng to be more expensive, so I left it as it is. I phoned twice to renew the existing contract, in order not to be charged more - was reassured it will be 36.99 for broadband/landline package for 18 months. That was in Feb 2018, and in May I was charged 45.99. No one told me about May date when I was renewing the contract, so I left. Each time they kept asking me if 'I'm authorised to speak for the account" and the blimming husband's name keeps popping up. I paid by DD all 8 years and this is how they treat their loyal customers.
- Location
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- Location
- Uxbridge
- Reviewing
- BT
- Date
- 2015-02-12
- Comments
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I am ex BT. When India starting controlling our install & mtce work it all went downhill overnight. When we had Ifinity2 upgrade an ex Railway guy who had worked for BT for 6 weeks did install...did not understand how to reconnect extension wiring to new master linejack..ha ha ha..
Feel really sorry for all BT customers. Service now is terrible.
A few managers I had were diamonds,
the rest completely useless.
- Location
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- Location
- Frimley
- Reviewing
- BT
- Date
- 2019-03-11
- Comments
-
Advertised as minimum 65Mbps download speed. Lucky if I get 55; mostly 40-50 in the evenings when most people including myself wish to use it. Not good enough really. 20% incidence of signal lost during viewing films etc. Very inconvenient. I have tried everything I know (BT speed booster, router next to computer and TV; no additional user in house)make no difference. BT Customer services claim that there is no broadband fault and that my speed is maximal. Not so. Will be looking elsewhere!
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2017-03-05
- Comments
-
No Problems with the broadband.
Changed the terms 3 months in to contract upping the price.(annoying but they can do that) I invoked cancellation they cancelled it for the wrong date. apparently to cancel the cancellation it takes 24 hours. Sounds dumb and i have to call back to re -cancel. Sounds really dumb from a big firm like Bt.
- Location
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- Location
- Cambridge
- Reviewing
- BT
- Date
- 2018-05-14
- Comments
-
Broadband and mobile phone reliable. Poor customer contact.
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2023-05-10
- Comments
-
In the year I’ve lived in Cornwall, my BT broadband has failed 5 times, sometimes for days, trying to work from home is impossible with BT and it’s unreliable service.
It might be fast when it’s working, but reliability is not good enough, it’s time BT stopped paying out huge dividends and salaries and updated its antiquated infrastructure.
- 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.