BT Reviews

Very poor Broadband experience with BT. Service has not been connected and EE guaranteed signal service has failed daily - including for important work meetings. Switched from Sky where I had no connection problems before. Customer service just told me to ‘wait and see’ - really let down.

Terrible. We have been BT customers for over 20 years until recently. Called them to cancel BT sport last year - but they continued billing for it anyway - called again to change our broadband - they managed to disconnect the phone line and not set up the broadband we had agreed to. Then called back in April to cancel the broadband (as it was rubbish) - they sent me a message to confirm this, but am still being billed for it 3 months later despite moving to a new provider. Somehow none of this is their fault - raised a complaint today but just now had an email stating our complaint has been successfully resolved ?!?
Avoid at all costs - UNBELIEVABLY awful customer service.

My premium e mail account has gone tits up again I tried to log into my e mails and got a message saying the account wasnt secure when I have been using it allday it turns out that it is a BT system problem these problems with BT are a regular thing I have to pay 7.50 a month for having the dubious pleasure of having a BT e mail address I havent been able to access my e mail account for nearly four hours you would think that a company the size of BT could provide a reliable service I waited over an hour to try to talk to their tech dept all I got was a recorded message absolutely useless.

Recently swapped from Vodafone that had gone downhill recently and the service is great. Happy with it

We have BT service for almost two years, the price that we are paying at the moment is so expensive and we have no wi-fi for three days. I messaged and call the company, they didn’t explain me what the problem is and they just told me that they will fix in four days. FOUR DAYS. I have no internet in my house, can’t work and they didn’t even told me what’s happening. Terrible service

Shocking service from BT. Broadband has been down for second day and is estimated another 5 days until it's fixed. Called customer services and advisor tried upselling to me so that they can send a mini hub. It seems to be a tactic from BT so be very careful when you sign up with them.

Hi there , I am extremely disappointed with all the experience I have had with BT in the last months. There is so much to say that I don't even know what to start with . I have had problems with the internet for 7 months, it crashes several times a day, many engineers have come so far but none of them has managed to solve the problem. But most of all, I'm upset with BT's incompetent team .
So , I was promised (and not just once) that "this is the last time the engineer will come and that the problem will be solved once and for all." This was false! It took another engineer to come, this time an Openreach Level 2 engineer (so I was told) but who obviously didn't solve anything, moreover, the internet went even worse after he left. I contacted the BT team (again!) and I was told that they are sorry about this and that they will send someone to solve it and that if necessary they will change the Underground Fiber especially for me and that this will definitely solve the problem . I don't know what they did and who they sent but the internet continued to go bad and after a short time I received a message saying that they failed to fix the problem and that I will have to book an appointment for an engineer to visit me , and I want to specify that I was promised by a BT agent that I will not have to bother to contact BT again because BT will contact me ( another lie ) , so I made an appointment for a new visit. In the meantime I needed to make some changes to my BT account, namely I wanted to change the ID holder so that it would be in my husband's name, therefore deleting my name to put his , I entered the chat where I was told that this is not possible online and that I have to call a phone number to do this, later I called this number, and there I was told that this is not possible so I had to chat again to ask for an explanation , there I spoke with Rahul , who told me that indeed this is not possible but that there is a way for my husband to appear on the bill with me so I allowed him to make this change ,while he was trying to make the changes, I was talking and I got to tell him about the reason why upon expiration of the contract I wanted to leave BT and about all my experience in the last months he offered me a new offer telling me that I would not have to pay extra and that this offer will definitely solve my problem with the internet but although I told him again that I did not want any new contract and that I wanted to leave BT in October (because then my contract ends ) he got over my word and changed my contract, made me a new contract for another 24 months , then he promised me that I would receive a compensation of £ 268.80 . After that, as he asked me for permission to close a complaint that I considered unresolved, I therefore expressed my opinion that it should not be closed, and then he transferred me to the Manager: Dibyojyoti . I continued the conversation with the manager and asked about the compensation of £ 268.80 , he checked the compensation status which he told me was wrong, and that Rahul gave me erroneous information (again) so , no compensation of £ 268.80 will be issued , I got angry because once again BT proved to me that has incompetent people , however, I was always polite and tried to stay calm but the manager responded very slowly and I did not receive answers to all my questions. After almost 10 minutes of waiting, he tells me that, in fact, the fault that the agent opened for me and that the engineers are still trying to solve, is for slow speed, not for "lost connection" , so another mistake, although I explained every time that the router is interrupted and the internet stops working and this happens several times a day, so it is out of the question to be a problem of speed . Seeing that the BT team was wrong again ,I got angry and the manager, seeing the situation, offered me a £25 compensation , compensation about which, I was told that I had to receive a confirmation email which I did not receive so probably this compensation is also a lie. So , I got angry and asked for explanations for this mistake and for all the time I lost standing after the engineers who were actually sent for something else, obviously the manager did not know how to give me explanations, he escalated a complaint to me, he sent the reference number and closed the chat even though I was in a conversation with him .
So , I think there is no point in adding anything, Send complaints and close them automatically without talking to me,service is incredibly bad , rude and uninterested managers,unprepared staff I did not imagine that such a thing could be possible . I will definitely leave BT and, from the reviews I can see here, I am sure that i’m not the only one.

I am truly appalled between myself and my husband we spent 1.5 hours to request money back from a credit on our account, such a simple transaction and passed from person to person twice to a person or sept that couldn’t help. Totally unacceptable they way they are treating customers

I had a call last week from BT trying to sell me something. However, while they were on I told them I did not think that the volume on my digital handset (yealink, provided by BT) was working very well. The sales person told me to do some things and it started working but she suggested I take a new phone (at no cost to me) and I initially agreed. However, over the next couple of days I decided that my old phone was working fine and did not need a new one. I received conf. of this from BT on the 12th and then again on the 14th July. I then received another BT e-mail telling me the switchover to the new phone would take place on 16 July and the old handset would cease working. I called to cancel the new product and indeed the member of staff made no indication that this would not be possible. Neither did the person on the 12th July and neither did the pre-ceeding e-mails before the 15th and indeed when I complained about this I was told by the person who initially talked me into taking this new phone the 24/48 hours notice was required for cancellations which from time of order to receipt did not give me that option. As I was getting no-where with the incompetent staff who initially was Shirley who sent the new handset, then on 15th to Ellie who (from the same department )cancelled the order telling me she would send out the returns bag for the new handset, again no mention that I could not cancel or needed 24/48 hours notice. Then on the 16th my existing handset went dead so became really annoyed waiting over 25 minutes for BT to answer my call and when they did it was with a really rude guy who cut me off before giving me his name. Had to recall and wait another 20 minutes for an answer and this time was put through to Shirley who was the person who persuaded me to take the new handset and she then advised 24/48 hours notice is required to deal with my issue i.e. to get my existing handset re-instated. Asked her why she never advised that once the order was placed it would be impossible to cancel - she avoided answering that only to ask why I wanted to cancel which was irrelevant. I then demanded the CEO's name and e-mail address all she could provide was his name said there was no e-mail address (which I found after ending the call by google so lies).
Sent a very lengthy e-mail to the CEO Philip Jansen who has not bothered to acknowledge my issue (I mean why bother with a customer who has been loyal to BT for 45 years+). One of his minions called Kirsty Wilson has been in touch saying it is not possible to re-connect my existing handset - no explanation as to why this is and also received an automated message to say the same thing again no explanation as to why this is and finishing with BT has been unable to resolve the situation so BT are now calling the situation due to them not resolving it "deadlock" and I can now refer this to the ombudsman quoting the magic BT get out word "deadlock".
This is a BT business account and my business has been without a landline since 16 July and as this service is "the cloud" my wi-fi and internet conncection is also not working properly as they are all linked. I pay around £280 a month to BT and EE Same Company for my business service which I am currently not receiving. Anyone else experienced anything like this. Not only will I be going to the Ombudsman but I will also take it to the national papers.

Registered for broadband on the 26th of June. Was sent a box a few days later but was told we needed an engineer to come activate it. Was given an appointment for an engineer for the 6th July. The day came & went & no one showed up. Called to be told openreach need to do some work before an engineer can come. They didn’t know what or when that was & said they’d call back a week later. We live in a block of flats & every other flat has WiFi, some even with BT. Called back a week later to tell us “it has been escalated to the highest level, I’ll call back next tuesday”. Tuesday came, no phone call. We called them on Wednesday to ask why we hadn’t been called, the guy had no idea, we’ll schedule another call for 4 days time. Just received a generic text saying “your equipment will be delivered on the 2nd August”. We’ve had the equipment for weeks. We registered in June & won’t have wifi until August & no one can tell us why. Shocking communication & unacceptable wait times to get things sorted. We’re constantly spending money to buy data to use in our own home. Wishing we’d gone with a different company.

So, on Monday my Wi-Fi went down. I was lucky though to get through to Alex Blake. I always think one should give credit when something is well done and I would just like it to be noted that he was the most engaging, friendly yet professional person that I have met on the other side of the phone for quite a while now. Not only did he know his job, but he made me feel like nothing was too much for him to do !!!! he went through every test that he could do remotely and finally found the fault. He explained what follow up service I would receive and yes it all happened. I am now back online so thank you Alex for the impeccable service provided - #anothersatisfiedcustomer

Wanted to charge us £10 for free view channels they stated because of our internet speed they could not guarantee us more channels apart from the free view once which where via my OWN Aerial.

We have been with BT broadband for years; loyal customers if you like. Our broadband service was ticking along nicely, even getting a good connection in the garden! However, the monthly premium started to creep up and up until we noticed on a bank statement that for a couple of months we had been paying £72 a month! We had wanted to switch to Virgin for some time but they were not able to provide fibre broadband in our area, so that is why we stayed with BT. No other provider seemed good enough as most cheaper ISP's run off BT's platform (or used to). So we called BT to see if they could offer us a better deal. They offered us their super-duper fastest ever fibre broadband package for £52 a month. We thought this was a bit high but we wanted to buy the best we could so we went with it. Well firstly, it turns out that they are taking £55 a month but that was the least of our problems! To begin with, the installation was a complete 'bodge job', ruined our brickwork but they have said they will compensate us £100. Still waiting on that! The first 'hub' they sent seemed to work OK but got steadily slower over the first week. We contacted them and we were told that we were given the wrong hub, the wrong package and the wrong information. They sent a new hub and this worked better again for a week but then just got slow again like the first hub. We have now given up on making endless tiresome phone calls to BT just to get fobbed off by them. My wife has now resolved the speed/connection problem by buying a couple of hotspot boosters for £70. Thanks to her ingenuity we now have super-duper fast broadband..... no thanks to BT who still continue to take £55 of our money each month in the belief that they are providing a good service.

Wow, should have read the reviews before agreeing to switch and have been screwed over like everyone else. We had a salesman knock on our door a few months back, and the package was cheaper than our current one so I thought why not. From the get go I have had issue after issue. Initially, they input all my details wrong over the phone - my email, my phone number, even my security questions. So I then was unable to login to my online account to set anything up, and because they had put in the wrong information for me, I couldn't verify it was me and they had to send me something in the post to then phone back with a code to re-do everything on the phone. A complaint was raised with them for this. Next, trying to get an engineer out to set it up was painful. Initially they just didn't show up on the day we had it booked it. Had to raise another complaint for this, and because they messed up they did offer us free installation. Which would have been fine except when the guy did actually show, he couldn't do what he needed to do so said someone would be back to sort it out. Well nobody turned up and I've been waiting for BT to get in touch to sort this out, and instead of re-scheduling they have emailed me to say that 'at my request' they have cancelled the order and I need to send the equipment back by xxx to ensure I don't get charged over £100!!! Can't believe how bad this company have been. I have raised another complaint with them but I will just send their stuff back because I definitely want nothing to do with them after all of this. Useless.

One star as of now it used to be great but not anymore.
They have upped the prices while service has been terrible.
Over the last two months we had no internet for two weeks as someone had switched it off on their end.
Now our internet cuts out up to 10 times a day. We have had 5 engineers out 3 inside ones that always say it’s a fault outside the house, they were great.
The two engineers that did something outside haven’t seemed to of done anything as it’s still not working.
All the staff we speak to on the phone ask the same questions and we spend half an hour repeating ourselves to get no help.
We asked to speak to a manager a few times now and it seems like they don’t exist as everyone’s manager is always off.
No staff have been helpful to us, the internet is rubbish and they lie about the service they provide.
We have raised complaints and they closed them without sorting the issue and it takes ages on the phone to get it re opened.
I wouldn’t recommend BT to anyone unless you like having no internet, paying too much and terrible service.