3,590 Customer Reviews over 90 pages
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- Location
- cheshire
- Reviewing
- BT
- Date
- 2015-01-26
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2016-08-31
- Comments
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I am thoroughly fed up with BT's 'superslow broadband' I have been with them for 10 years but now I am looking elsewhere, Customer service,? WHAT customer service.? It took me 2 years to convince them I was paying twice, ! (I think this happened when I changed to their superslow service but they kept collecting for the old contract as well, I had 2 different customer accounts but the call centre just kept bluffing and blinding me with 'science' until one day they actually agreed and repaid (some) of the overpayments, If you want a homehub that disconnects 10 or more times a day, then BT is for you, otherwise avoid this appalling company
- Location
-
- Location
- Cheshire
- Reviewing
- BT
- Date
- 2023-12-24
- Comments
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They mis sold me on delivery times they couldn’t deliver to, I have been lied 3 times by there customer support teams, they couldn’t even get a mini hub to work, they are liars and do not care what they say to keep your business, I have been left without any broadband over Xmas. Go somewhere else you will get a better cheaper service from companies that care, because BT do not care or have any systems in place to help you.
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2015-03-29
- Comments
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They aggressively up-sold my 76 year old father to fibre when he wanted DSL promising it would be cheaper, proceeded to charge him for services they said they would throw in free, provided him with a broken YouView and all this took a month a month and a half of wrangling with their "customer services" and literally two days on the phone so far. Still not sorted. Aggressive, misleading sales-people, entirely broken customer support. Expensive compared to the competition. Much more trouble than they are worth. Avoid at all cost.
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2018-04-02
- Comments
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Signing up to the contract in the first place was easy, at the time only ADSL was abailable, at 20 MBps. I knew I couldn't get better than this at the time, but BT still tried to push a speedier and more expensive package on me. This package worked fine, but once the contract expired, and, I suspect as fibre became available, I recorded speeds of as low as 2 MBps. As we were out of contract, I'm now paying £47 per month for this. Tried to upgrade to fibre through BT, only to find that fibre is available for £29 per month to new customers but £53 per month to me!!!!
At the time of the contract, they of course sent me a home hub, I hate these, they portion off a chunk of your signal to broadcast as a BT Openzone, and aren't very good. I have my own wifi box and broadcast easily across the house.
If I test my broadband speed on BT, they don't tell you what the speed is, just that its 'OK'. Funny that, when I know it is a very low speed.Then if you follow the prompts, they reccomend moving your box to the middle of the house. Guess what BT, it IS in the middle of the house.
So I have switched to Vodaphone fibre for considerably less money. Not switched on yet, but feels as though BT have been robbing me blind to be honest!!!!
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2017-06-02
- Comments
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I have had an absolute shambles with BT to try and get my internet switched from Plusnet to BT. I was given an activation date of 4th May and eventually got connected on 1st June. When I rang on 4th May, apparently my order did not go through to the supplier correctly, they then tried to redo the order and said I would have broadband on 11th May. However, no broadband connection on this date either. After much complaining I was assigned a "case officer" who told me system had messed up and only way to get internet was to cancel order and start again. Should be sorted by Monday 15th. Another call on Monday to apologise again but not sorted and they can't give me a date when it will. More complaining and started asking advisor about their ADR and had to be escalated to his manager as was out of depth. i have had to keep phoning for an update because no one bothers to call me. Just been told I have a "marker" on my line which will take another 5 days to remove so that my order can be placed again. Order was placed again and i eventually got internet 4 weeks late on 1st June.
BT are a joke, never switch to them. I have seen numerous other similar complaint.
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2021-03-07
- Comments
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I've been with BT for over 5 years now, and to be honest, I've had absolutely no issues at all. I'm in a new build property, so that probably helps - all the phone line plumbing etc is new. So I can't really comment on customer service as I've had zero reason to get in touch with them, other than to upgrade from standard ADSL to Infinity 2 a few years ago. The standard BT hubs are not, in my opinion, particularly great, so I ditched mine ages ago and use a good quality unit purchased separately. I have found speed to be consistently good - better than advertised. The only issue is price - it has crept up somewhat during my contract, so I've knocked customer service down to 4 stars as I don't like the practice of hiking prices for existing customers, although BT aren't the only offenders here. Overall, good reliable service but not especially competitive on price, so I'm looking around for alternatives now..
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2021-04-27
- Comments
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Dreadful service and installation. Avoid at all costs. Agreed a date for installation and the engineer visited and then left without doing anything. Called the engineers mobile and he did not answer. Existing broadband was turned off. Called BT to find out what was happening. 40 minute wait on telephone to speak to someone who said they would call back with an answer. They did not call back. Another 40 minute wait to speak to someone. They said that it would be another two weeks before an engineer could visit. Only resolution to get broadband connection was they would post a dongle. Will believe it when I see it. Don't use BT it is dreadful
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2020-02-29
- Comments
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The worst customer service i have ever experienced.
They can change your plan without telling you. They renew your plan without telling you. Then they tell you your "discount" runs out then extends your contract past this point and then double your prices.
The manager that we spoke to was argumentative, withholding information and rude.
Ill never use BT Again.
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2017-07-26
- Comments
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Months have gone by, no broadband. I am racking up huge bills on the BT mobile. Which? rated this as UKs worst broadband and for good reason. No service for months and they want to charge me £450 for leaving when in fact contract obligations have not been fulfilled by BT and therefore the contract should be terminated. I spend hours daily chasing them around the world. Its a disgrace for a company to care so little about their customers and just leave them for months without contact or call backs. Never again
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2015-12-16
- 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
- Chester
- Reviewing
- BT
- Date
- 2016-01-18
- Comments
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God Awful, Spoke to 5 different people and they told me 5 different things drawn out process and charged for a service not provided, broadband not provided until almost a month before contract begun and charged for extra month after being told 3 times they wouldn't (this is after giving them a months notice and phoning twice between this month notice given and months end to confirm no extra charges) They belong behind bars
- Location
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- Location
- Chester
- Reviewing
- BT
- Date
- 2023-01-07
- Comments
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My partner subscribed to BT Broadband 30th December and was quoted 2 weeks delivery.
7th January noticed BT had taken the upfront payment then refunded it.
Called them and they agreed there was no record of the order.
Hopeless.
- Location
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- Location
- Chester
- Reviewing
- BT
- Date
- 2018-04-23
- Comments
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My experience is that BTs customer service is shocking in fact it is non existent. I have recently switched to them for fibre bb and they have not fulfilled their promises despite much time spent chasing. Judging by all the negative reviews on here, im not the only one that is disappointed with them but they seem to have a dont care attitude!
- Location
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- Location
- Chester
- Reviewing
- BT
- Date
- 2023-02-25
- Comments
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Using BT has been one of the worst experiences as, they have lied to us several times saying our internet is fixed so they can get paid. They lied to me and said my internet was fixed when it won't work at all.
- Location
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- Location
- Chester
- Reviewing
- BT
- Date
- 2017-09-26
- Comments
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I joined BT because they had an Infinity fiber deal. Before the end of the contract I had to change my address and called BT to transfer my broadband to the new address. They told me that at the new address I can't get Infinity fiber, although fiber was available at the new address, they just had two same flat numbers on their website and mixed the address up. They attracted me into a Copper Broadband contract with slow speeds, promising that when fiber will be available I will be upgraded with no extra cost. Now they want me to pay extra if I want Infinity Fiber. Had a lot of phone calls and chats with their customer service but they failed to solve my problem. You talk to them and then nothing happens, the problem persists. Once they trap you in a contract you are just a good cash machine for them. Unreliable broadband and service. And the worst customer service I have ever experienced in my life. Never again BT. This is my experience with them.
- Location
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- Location
- Chester
- Reviewing
- BT
- Date
- 2017-04-06
- Comments
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Awful provider, I just got off the phone to a customer service agent, the outsourced team in India were more polite than this lady. I was patronized and actually felt guilty for contacting them despite having snail broadband speeds. Come contract renewal, I will never use BT again.
- Location
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- Location
- Chester
- Reviewing
- BT
- Date
- 2015-05-20
- Comments
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The worst broadband order I've ever experienced.
I was assured by the BT sales team that an order placed ahead of a flat move would be fine & they'd transition the change of line over without issue, but that original order had to be cancelled 'due to a technical error'. All without informing us of an issue.
My next order, after moving, also didn't complete automatically so was passed to 'first line assist' where it has been for a further week.
So 2 weeks after moving, 3 weeks after originally ordering I've not been contacted to explain the issue or has the issue been resolved. I'm getting tired of calling them to hear the same response.
- Location
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- Location
- Chester
- Reviewing
- BT
- Date
- 2016-09-28
- Comments
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Having suffered several 'major outages' in this area over the summer, I made a complaint to BT. A few days later they called me back - to see if they could call me back in a few days time! By the time they eventually called me to discuss my complaint, we had had another 'major outage'. The customer service gentleman I spoke to had an Indian accent, but I wouldn't say I couldn't tell what he was saying. Mostly he blamed Openreach for the problem, but that is surely a cop out. If he was calling to deal with my complaint, surely that means that whatever arm of BT he worked for was taking responsibility for it. He also seemed to contradict himself over and again. First telling me he could give me a rebate on rental for the number of days outage, then saying he could not unless it was 5 consecutive days outage - which we had not had. I tried to clarify what he was saying, getting very frustrated that he seemed to keep contradicting himself. At the end of the conversation I told him I thought it very poor service that we had to be without internet for 5 consecutive days and that I would look for another service provider. We agreed though that he could close the complaint as we seemed to be going round in circles and he said he would make the rebate!!! I don't know if we are getting a rebate or not. I was left feeling very confused and frustrated - so much for customer service. He did however confirm that we are not under any current contract with BT so I told him I would be looking elsewhere for an internet provider who knows what customer servce means.
- Location
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- Location
- Chester
- Reviewing
- BT
- Date
- 2015-02-24
- Location
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- Location
- Chester Le Street
- Reviewing
- BT
- Date
- 2018-03-09
- Comments
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Absolutely the worst customer services I have ever encountered! Three appointments now moved to have install and one was given to someone else when my wife waited in from 8am until 6pm for a 8am to 1pm appointment. New date confirmed and then a call to reschedule further down the line again. No one interested in sorting after explaining the issue to three different people in different departments! Dread to think what it would be like when you eventually receive the services!
- Location
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- Location
- Chesterfield
- Reviewing
- BT
- Date
- 2017-01-23
- Location
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- Location
- Chesterfield
- Reviewing
- BT
- Date
- 2016-03-01
- Comments
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Well, this is mostly about customer service I guess. I'm currently over an hour into my wait for an answer on the helpline and the web chat system kept me waiting for 40 mins before just disconnecting. I don't expect other suppliers are much better.
- Location
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- Location
- chesterfield
- Reviewing
- BT
- Date
- 2023-11-08
- Comments
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Totally disgusted and very UNHAPPY with BT horrible company!!!
My phone line never works they never help to fix it, I have spent hours trying to get through. When i get through its a complete waste of time because i still don't get help. Its very frustrating how they get away with such crap service. I cant wait to leave BT and suggest nobody use this company and save yourself a lot a stress and bad customer service and bad internet and phone service.
- Location
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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
- Chesterton Peterborough
- Reviewing
- BT
- Date
- 2018-07-28
- Comments
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Our broadband has suddenly become much slower even though WE have not changed anything. It's gone from 4.5 mb to 1.2 mb in our area so we can no longer watch any channelling the iplayer. I think BT stinks!!!!!
- Location
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- Location
- Chichester
- Reviewing
- BT
- Date
- 2017-01-06
- Comments
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Poor customer service. Great internet speed but pretty pointless if the internet connection drops out at least 9 times a day. No one gets back to you in a reasonable time. Hopeless. Worse internet ever.
- Location
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- Location
- Chichester
- Reviewing
- BT
- Date
- 2022-11-12
- Comments
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The main problem with BT is their appalling customer service. It is very difficult to find anyone to contact and wait times on their helpline are a minimum of 45 minutes.
This week I tried to report a fault via their SMS service; I was told that someone would contact me and heard no more. I then reported the fault via their automated troubleshooter and was give an appointment date. The engineer didn't show up and then I got an email giving me a visit date in a further week's time. That's an afternoon wasted.
Unfortunately I'm still in contract, but will be moving once that expires.
- Location
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- Location
- Chichester
- Reviewing
- BT
- Date
- 2016-10-24
- Comments
-
BRITISH TELECOM has the worst customer service I have ever experienced. The worst broadband reliability I have ever encountered. Do not choose this supplier. Four engineer visits and many many calls to customer service still result in my using a dongle to get internet access. RUBBISH
- Location
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- Location
- Chigwell
- Reviewing
- BT
- Date
- 2017-01-18
- Comments
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BT Fibre Broadband. I have been waiting since July 2016 for broadband to be fitted. So far totally appauling service. Engineer failed to turn up twice. Impossible to contact BT I have spend 6 hours on telephone being not answered, cut off, redirected. This has to be the worst company in Britain
- Location
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- Location
- Chigwell
- Reviewing
- BT
- Date
- 2018-10-13
- Comments
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I am very unhappy with BT. I have had many problems since joining the latest today is my new expensive iPhone charge is not working after a few weeks of having the phone and Bt said even under warranty they will not replace it very disappointed
- Location
-
- Location
- chingford
- Reviewing
- BT
- Date
- 2023-03-13
- Comments
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The worst broadband you can have.Very slow and most of the time you don't have a connection,if you go to other rooms where the broadband is not there ,there is no chance you can have some wifi.
VERY BAD,if i can give them 0 star i would,1 star is to much for them.
- Location
-
- Location
- Chippenham
- Reviewing
- BT
- Date
- 2018-12-15
- Comments
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Do not use this service. I have been locked in a contract for 24 months now and cant wait to leave. Monthly prices have been upped 4 or 5 times during this time and I now pay almost £50 for a broadband only service. Never again
- Location
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- Location
- Chippenham
- Reviewing
- BT
- Date
- 2020-08-01
- Comments
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I made a change of house I took BT, but they started to charge the rest of the old contract, I called and they said it was incorrect, not to worry, 4 months later, I receive a letter from their company of 475 pounds debt recovery, and I'm still a customer. In addition to being incompetents,they are liars.
- Location
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- Location
- Chippenham Wilts
- Reviewing
- BT
- Date
- 2009-10-22
- Comments
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Speed only inceases for a short time after a complaint has been made to the help desk. I have to monitor my broadband speed weekly for performance. I have had a BT engineer who tested my line at 3+ Mbs loopback with a CRC of zero errors. However the max download I have achieved today is 2.1 Mbs. Although at present I'm back at 1.1 Mbs. If it was not for my Bussiness E-Mail address I would move providers. The Bt Help desk ( India) is one of the biggest wastes of time both trying to understand the poor english spoken and the constant referral that it is my equipment that is the cause of the problem.
- Location
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- Location
- Chipping Campden
- Reviewing
- BT
- Date
- 2015-02-11
- Comments
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I live in the country, so my internet will always be slow. But my exsperence with Bt has been awful. Lost my phone line for just under a month. It made my internet even worse. After they fixed it I had charges I never made. Dealing with customer service was the worse part of it all. No one speaks English good and it's very difficult when you have a problem and they will not say sorry for the bad service. I had to fight for any compensation and its was almost not worth the effort. Can wait for my contact to finish. Think I might just leave early.
- Location
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- Location
- Chislehurst
- Reviewing
- BT
- Date
- 2015-06-08
- Comments
-
Bill a day late=pestering calls through the night. Broadband speed not as it should be. Drops out often. Complaints with BT only compensated if you stay with them, if not nothing. Staff in general unhelpful and sometimes rude to the paying customer. Hard to understand the Indian accents, avoid this company if you like quality
- Location
-
- Location
- Chiswick
- Reviewing
- BT
- Date
- 2018-10-31
- Comments
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On my Dads death I took over the BT broadband account only to discover BT were ripping him off over £80 for the basic broadband service. I relayed my utter contempt and disgust and camcelled the service. Do not use BT or deal with this company is my recommendation.
- Location
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- Location
- Chiswick/Acton, London
- Reviewing
- BT
- Date
- 2016-09-27
- Comments
-
Opted for fibre optic given long distance from Exchange but pretty diabolical all round
Pros:
Netflix works well (only tried in evening)
Cons:
- Consistent connectivity problems during the day (off peak!)
- Poor quality VoiP calls (mainly Skype)
- Incredibly poor support, helpline performs speed test and that is their key to connection being ok
- Any further support must be through their paid for service
- 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.