3,590 Customer Reviews over 90 pages
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- Location
- Suffolk
- Reviewing
- BT
- Date
- 2021-01-03
- Comments
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after the appalling service we used to get from Sky broadband I think that BT broadband is the best thing since sliced bread!
- Location
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- Location
- suffolk
- Reviewing
- BT
- Date
- 2015-08-24
- Comments
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BT are close to being morally bankrupt.No real care for customer service or on going Broadband problems.Need a UK based call centre!
- Location
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- Location
- suffolk
- Reviewing
- BT
- Date
- 2022-08-29
- Comments
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ii went with bt 2 of this month it took 2 weeks to get my line sorted .had no trouble with my old provieder spent 2 hours today on phone told it was sored out . its not spent 2 yesterday. on sunday they cut my broadband of i hadent had my first bill.told it would come in post.it dident going to ring tomower i want to leave not paying no more monny to them how they can get away with it bad cusmer serves. do not use bt
- Location
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- Location
- suffolk
- Reviewing
- BT
- Date
- 2014-11-08
- Comments
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It took BT 3 weeks to put on my broadband! They said a few days, then another few days, then a week, and then another week and so on.. I hate BT and wish i had never got it!!
- Location
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- Location
- Summerhill, Wrexham
- Reviewing
- BT
- Date
- 2017-03-17
- Comments
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I have been monitoring my broadband speed daily and am constantly. Receiving only 1.22 Mbps most evenings. Despite paying for a 76Mbps service. Why are we the customer having to put up with this the so called providers are taking our money and not delivering, THIS IS NOT ACCEPTABLE.
- Location
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- Location
- Sunbury
- Reviewing
- BT
- Date
- 2017-10-02
- Comments
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Bad Connection. Rude customer service.
Never again.
- Location
-
- Location
- Sunderland
- Reviewing
- BT
- Date
- 2024-02-28
- Comments
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Aside from the terrible customer service and our internet constantly dropping, BT stole £294 from our bank account via direct debit.
They admitted they were at fault over a month ago but still haven’t refunded the amount. We tried to claim it back through our bank first, but BT stopped this from their end. One member of staff then said they’d paid the amount via BACS, but contradicted himself in the same phonecall, saying this was impossible as we had cancelled our direct debit. They then sent a cheque which bounced, promised another cheque which hasn’t arrived, and have now emailed claiming they paid via BACS again.
The attitude of the staff in the call centre is disgraceful, we have been blamed for their error and it is like talking to a brick wall most of the time. Just when we think we have got somewhere with this, we go back to square one and we still don’t have our money back. At this point, they are thieves who have stolen from a small business.
- Location
-
- Location
- sunderland
- Reviewing
- BT
- Date
- 2015-09-01
- Comments
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I tried to cancel my service with BT 6months ago as I thought I had a 1sr contact but they informed me my broadband was for 18 months. so I rang them today to tell them I will not be renewing my contract which runs out on 17th September. I was told that the service will cease on 9th of September. I said no on 17th September.so he said he changed it and that I will receive an email to confirm and low and behold I have received the email with the 9th of September. I am so angry. and I have also been told that I have to pay a £30 charge for not renewing my contract. is this right????. never again
- Location
-
- Location
- Sunderland
- Reviewing
- BT
- Date
- 2018-03-08
- Comments
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I've never received worst customer service in my life than with this company. Went onto the live chat as I was charged quite considerably more than what I should've been for my bill. So after just under an hour of speaking to 'aditya' male or female who knows? She said let me speak to my supervisor... a few minutes after receiving that message, he/she left the chat. Leaving my problem unsolved and I didn't receive a phone call or email or anything in response. He/she was quite happy to just leave it at that. Undoubtedly the WORST 'customer service' I've ever received. The broadband speed is good ill give them that but apart from that I wouldn't recommend this company to anyone unless you want to be ripped off monthly and be treat appallingly. Disgraceful.
- Location
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- Location
- Sunderland
- Reviewing
- BT
- Date
- 2020-05-30
- Comments
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Everything they do is with the purpose of taking your money off you for a product you aren’t getting and they know they can’t provide. Guaranteed speeds, with £20 back if they don’t meet your minimum, actually means; they don’t monitor your speed at all and the ‘speed test’ app they provide to check it yourself, will tell you your speed is ‘as expected’, when it’s less than a 3rd of what you’re paying for. You’ll get £20 if they can’t fix your speed in 3 months and charge you £50 per month while you wait. Wow, awesome deal BT. I think the misinformation on the speed app is fraud, so I’ve reported them to Ofcom. One final warning before you make the same mistake I did. They make it as difficult as possible to complain. You can only complain by phone and each time you ring, it’s like it’s the 1st call you’ve made. I’m waiting for a manager to call me back. I’ve no confidence at all that they ever will. Apparently the call back was ‘guaranteed’ to be within 2 hours. I’ve since called back and been told I’m in a long queue and they can’t give me any idea when I’ll get the call. I feel like they’re stealing from me and I’m contractually obliged to accept it. THIS IS A TRULY DISGUSTING COMPANY. I’ve actually registered on Twitter with the sole purpose of warning off as many people as possible. Think I’ll start with #boycottBT
- Location
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- Location
- Sunderland ( Tyne & Wear)
- Reviewing
- BT
- Date
- 2009-10-09
- Comments
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Low speed as opposed to the published speed ! Line check carried out and all ok. Moved router to a short direct connection to the main bt box and disconnected all other devices. Ran the speed check again and it was still low.
- Location
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- Location
- Surbiton
- Reviewing
- BT
- Date
- 2017-12-05
- Comments
-
Awful reliability. Lost it for over 24 hours last week AND lose connection at least once every day - usually less than 5 mins BUT still awful.
Will change provider once contract finished.
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2019-03-08
- Comments
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Charged me after I left then sold debt to debt collection agency.
They eventually offered a refund but cannot give it to me as the debt is now with the DCA.
IDIOTS
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2016-07-21
- Comments
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Just HAD to come and add my review to the pile of negative comments that get posted here due to the service BT gives. Here we pay for 30MB/s download and are on BT's buisness fibre optic deal. I am HUGE tech geek so i know when somethings up. We constantly get sh*t on from a height from bt with extremely slow services (at one weekend download went down to 0.4MB/S!!!) and constant connection interruptions. We haven't had a week go by that we have a constant connection. The 'broadband' sign on the router is always orange or non-existent when the connection drops. The only times we have had what we pay for seems to be ridiculously early in the morning and for a week after we phone them to complain. We have sent an email covering all the bases they seem to constantly say "this can have an effect" like hardware bottle necks. Getting us to go ONLY on certain sites to check the speed which we are sure are exaggerating our network speeds. Bt are THE WORST ISP out there and I highly recommend looking elsewhere. Possibly someone that can withhold their end of a contract that they sign you into because it is most likely that after your contract ends you have had enough of their bullsh*t and decide to go to a worth ISP of your money. I feel the need to say this so that maybe one less person is screwed over by bt and one day (hopefully) the company ends up where it deserves to be. In the dirt. TLDR: DON'T EVER SIGN WITH BT THEY WILL F*CK YOU OVER.
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2014-10-18
- Comments
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I had been a customer of BT for a few years. Last year I suffered the slowest possible speed of any broadband ever. I contacted BT on numerous times and asked for a partial refund which they politely refused. Eventually they sent out an engineer to solve the problem so once my speed improved I decided to stay with them for another year and give them benefit of my doubt. Well from bad to absolutely awful ! Early September this year I decided to leave this so called organisation! I cancelled and got a MAC code to give to my new provider only to discover 1 month on BT are still charging me for something I do not receive. Despite numerous calls this continues so the ombudsman it is.BT have given me the worst customer service I have ever received and they blame this on my new provider apparently they never informed BT. Utter crap. BT I'd give you a zero if it were possible
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2014-09-10
- Comments
-
My ratings
Product quality - distinctly mediocre
Customer service - non-existent
Lying and screwing people over - magnificent
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2015-08-16
- Comments
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Worst customer service I've ever experienced. Spoken to about 9-10 different people regarding the same issue. All claim to 'update' notes online so each member can follow up with the order, but had to discuss same issue over and over again with all staff clueless each time. Unbelievably frustrating. Would move to ANY other provider, however none in our block of flats.
Could not be more frustrated or angry. Almost one month since we first placed our order, only to hear one day ago that we have to replace our order due to the incompetence at BT.
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2017-02-20
- Comments
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Never Use BT....Service is appalling and Internet/Broadband is terribly slow and constantly drops. Worst decision I made transferring to BT..cant wait for the contract to end so I can move back to a decent provider...never had any problems before I changed to BT
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2015-08-11
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2023-12-18
- Comments
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I've been with BT broadband for many years. Im out of contract and trying to get a new deal. There's no customer retention policy/reward as I could get a better deal from their website as a new customer than they could offer me as a current customer - there was a £10 difference—funny way to run a business. So I've cancelled the contract.
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2015-10-09
- Comments
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After 2 years of Infinity where the speed has dropped from 15 to 8mb, just got some brilliant news! 4G has arrived, 55mb down, 25 up. Shiny new 4g router works a treat. Soon all those dodgy cables will be melted down and those 'engineers' can get jobs in B&Q. Welcome to the future. Kiss goodbye to those jokers. I won't use EE or plus net either as owned by BT.
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2018-04-13
- Comments
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Without a doubt the worst service I have ever been provided. Internet speed is so slow I actually leave the house if I need to do work, consistently drops. When trying to contact them you get put through to people reading a script having no clue what to do and nothing gets resolved. Appalling utterly appalling...leaving them and going back to Virgin.
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2018-12-05
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2016-02-05
- Comments
-
Bt what can I say? I went with them two years ago to get the TV as infinity had been instead and Virgin couldn't give us TV. The pallaver to get the broadband phone and TV installed an running was unbelievable with endless calls to BT and the so called technical centre in India [ who to be fair at the time did at least call back ] even though they couldn't fix the problem of a "stuck" order. The whole thing had to be cancelled at started over again and still there were delays and letters asking me to return equipment which didn't need to be returned. Eventually it was all sorted [ but it took around 4 weeks to get everything working properly anf=d hours frustration on the phone to polite but useless people who didn't or couldn't keep their promises or who couldn't understand the issues ] .Since then the broadband and TV service has been fine with speeds as promised of 38mb. Prices have however risen considerably over time .
Recently they wrote to me putting up the charges saying if I didn't take out another contract with them they were going to charge me around £7 more and would no longer get Sport lite [ which I don't watch anyway ] .I called BT ,after getting quotes from other suppliers and they kindly agreed to offer me the current service plus BT sport for considerably less than Talk Talk or Sky - I was happy again or so i thought . Then the problems began .
The BT sport duly arrived the next day and I called their sales team to ask if i could have the HD channel bolt on . You would have though this simple request but no . This was agreed and an order submitted told it would take probably a couple of hrs but at worst it would be 24 max.
No HD channelled 24 hrs later - nada. Called 150 [ long wait and user automated system with a Scottish lady telling me how important my call was and would i like to use their web site which proudly announced "sorry for the delay" and gave information none of which was relevant or did not solve the issue ] .On getting through to the Oders team or tech dept or who ever they were the saga with their Indian call centre began. 150 answered and after a further interminable wait to muzak was put through the ] I have called them 5 times and on each occasion i have been assured the service will start and on two occasions would be called back as they were personally monitoring my order . I have to say no such calls were ever received and I am still without the HD version of the channels [ at one pointI even lost the exisitng internet / non hd channels but miraculously they were restored 6 hours later ].
I have had to spend hours on the phone waiting and explaining to some very polite but disingenuous and ineffective staff who have basically fobbed e off with a load of old tripe and unfulfilled promises [ lies I suppose ]. Even one of the women at the call centre told me SHE had been cut off by the Orders Dept. Every time you must speak to a different person and they all parott the same script but despite promises they don't solve your problem - which in my case where is my order ?
In frustration I googled the BT's CEO e mail adress [ Gaivn Patterson ] and wrote to him . This at least resulted in a prompt reply although I suspect it was probably computer generated since it arrived about 9pm in the evening but was singed from "Gavin". All very mately I suppose he can afford to be but since Iv e never met him and he's not my friend Ifound this a rather superficial and dare I say it American overly familiar way to sign off to a customer and shareholder { why? I am seriously asking the question ]
....I have now been passed to the Executive Support Team [ whoever they are ] to claim to be taking ownership of the problem and not to contact any else in BT as they might get confused [ from my experience that would be a racing certainly] .The claim they will get back soon ... we will see.
I pointed out MR patterson that surveys by Which ? and others show BT a the t bottom of the league for customer service and that now I had experienced the reality of BT I was in full agreement.
I have also loolked at heir website on quality issues and they have all the mamagmetn speak and about stuff programmes to improve service , Quaky assurance , ISO9001 .[In my epxpereicne the assurance rating is useless since basically BT set the standard they want to meet - one it seems that is not very challenging - and then they get accredited because they can meet it!] .tere was aloud off giiif about customer care building "shareholder value" to persuade gullible persons to invest with what is basically the a privatised PO telephones service monopoly writ large and with a similar level of service to boot.
Whilst I have been happy wth the broadband which has lived up to expectations I cannot sy the same for their customer service, problem solving and their call centres which are the worst Ive ever experienced { although Vodafone on occasions have come a close second . ]
I would be loath to recommend BT to anyone they are simply too large .
[NB 17 years ago my PC got infected with an autodialler virus and BT allowed my quarterly phone bill to get to neatly £500 - it was normally about £40 - before someone contacted me . They had already paid the fraudsters in Vanuatu for frusdent calls I hadn't made and refused refund me anything. Ofcom were useless too, although I later discovered I could have sued BT to get the money back . I left them immediately and swore I'd never go back. I should have stuck with Virgin or gone to Sky . The only reason I went back to BT was because wanted improved TV and broadband and didn't want a sky dish on my house - however that would have been be a small price to pay given the problems I've had with thier call centres. Why do these companies think outsourcing to India or wherever will improve their service ? I suspect it is all about saving money of course and not as they claim building "shareholder value" I am sure there are plenty of location in England who would welcome BT establishing a call centre there. It is British telecom after all and not Asian Telecom.
Don't bother with BT if you have an alternative - if you have problem they are simply dreadful and their cal centre staff even lie to you [very politely ]but lie is still a lie , - anything to get you to hang up . Awful, and I have shares in this company must be mad ! [ They are soon to be sold ].
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2023-09-30
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2020-03-12
- Comments
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Shocking service, kept on hold for half an hour each time to then be told there’s a fault and your internet will be turned on no later than midnight tonight. Check the internet the next morning, still no internet and repeat this process every day for a week! And guess what, still no internet and still left on hold for half an hour when you call!
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2017-12-09
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2017-01-07
- Comments
-
8 days after install and still no broadband, customer services unhelpful and feel like I haven't got what I have asked for with no date of expected completion to make it work and they will still start billing me if you have a line already choose another provider
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2015-07-24
- Comments
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Shambolic customer service. A week after they disconnected my previous supplier I am still waiting to be connected. So far 3 missed connection dates.
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2023-04-01
- Comments
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Be aware. They are misleading you to their Halo3 package which is not true. I have been having troubles with my broadband connection and they refuse to listen. They left me 40 min on the line because I wanted to complaint. And when I finally managed to get the complain through they say we cannot say you have a fault. Although their own engineer reported the fault and ordered new disks. BE AWARE.. their offers are illegally misleading. I will take the situation further.
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2015-10-13
- Comments
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I tried to get Broadband through BT, firstly infinity to premises and then ordinary broadband. Infinity was sold to me and promised to be as quick and easy as copper line bb. I waited 3 weeks for an engineer, he turned up and said the road was too dangerous to work on, and they would require traffic management. Was advised by BT to cancel original order and to get a copper line telephone and bb installed. Promised it would be done on the 24th September. No engineer turned up, when l called BT to ask what had happened they said the order has problems with the exchange. After weeks of endless calls to and from BT and going round and round in circles with no answers from BT, l have now cancelled the order and am hoping another provider will be able to supply us with BB. BT is an unhelpful and useless company selling products they can not provide. l would NOT recommend this company to anyone.
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2014-12-18
- Comments
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DO NOT TAKE OUT A CONTRACT WITH BT. You have been warned.
Unreliable and unstable broadband and TV signal that required hours and hours and hours and hours of calls to them. It was never properly resolved.
Ripped off when we had finally had enough and cancelled while in contract.
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2018-06-02
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2018-01-26
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2014-07-01
- Comments
-
I have ordered the BT Infinity 2 package. The BT engineer did not turn up and their customer service person was really rude with his 'Im sorry but this is not our fault' and I can wait another 2 weeks+ for the engineer - and even than he cannot guarantee that they will show up...That is the best he can do! Real time waster and cannot believe that this sort of trading is allowed. They hold me as a hostage now as Im still within a contract with my phone line and it is quite expensive to break the contract (£96 I think they said). Nice one BT! I could rant forever but hey ho - lets move on and take my customs somewhere else and leave as many negative reviews all over the internet instead :) I cannot comment on the actual speed and reliability of service (for obvious reasons) so gave them an estimated 1 star (expected average :)
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2020-08-29
- Comments
-
Awful awful awful. Two weeks with no internet. Engineer supposedly came - no change. New modem sent. No change. Back at square one after two weeks and now have to wait yet another week for another engineer. Been told I cannot cancel contract unless BT fail to provide a service for 90 days!!! How can that be fair? They can fail to provide internet for three months yet I must still pay. Disgusting. Can't wait to leave...
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2014-06-07
- Comments
-
While the BTinfinity product is good, I've had terrible customer service issues during a house move. Broken promises, failed calls to arrange engineer visits and nearly 2 weeks without any service whatsoever. And then a wonderful bill comes through the door. Call centre calls don't have the info, they claim they've tried to contact me. Lies and really bloody rude.
Speed and reliability based on my previous address.
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2023-06-22
- Comments
-
BT raised halo package to extraordinary amount of £60 per month. BT operative embarrassed that unable to offer deals on the account. Moved to Sky for about £20 per month which has a good service.
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2017-11-08
- Comments
-
Absolutely appalled. After having many issues with slow broadband as well as it completely dropping out daily, I called BT to rectify this problem on many occasions. Each time my broadband was tested and the results came back 'fine'. Once it was clear that it most certainly wasn't fine, more testing occurred over 48 hours; of which I was promised a call back. Of course this never happened, and this continued each time I called. I then had to start explaining each time I called that the customer service had been poor and stressed my lack of faith to any call back promised. Of which I was assured they were 'sympathetic' with my situation and past dealings and I most certainly would be getting a call back. Of course this still did not happen. I then turned my attention to the complaints department. After being on the phone for 1 hour and 45 minutes, being passed from pillar to post, I was again assured i would receive a call back the following day, any time time before 9pm. After anxiously awaiting my call back ALL day, they finally called gone 7pm as i was on my way out of the door to a birthday meal. After previously stressing I wanted to leave, I gave in to allow them the opportunity to rectify the broadband issues as well as the atrocious customer service. I was once again assured they would call back the next day, before 9pm, to run more tests and see if they could fix my Wi-Fi. Well what do you know, I have received nothing. I have genuinely been in tears through stress and frustration at the treatment I have received and am shocked beyond belief this has happened AGAIN. I have never edured such stress with any company of any kind, as I have with BT. So if you'd like a reliable broadband and a good customer service base to take any problems to, do not use BT.
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2017-04-26
- Comments
-
Why pay for the most reliable and quickest broadband when it doesn't work? Completely cuts out with only 1 device using it! STAY AWAY THIS BROADBAND WILL CAUSE YOU MORE HASSLE THAN ITS WORTH!!! FIND A DIFFERENT PROVIDER!!!
- 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.