BT Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for BT.

Overall Customer Ratings for BT

  • Satisfaction
    2.8 stars
  • Customer Service
    2.8 stars
  • Speed
    2.5 stars
  • Reliability
    2.8 stars

Based on 219958 customer ratings since 2009-04-02 (Show recent ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,047 Customer Reviews over 77 pages

  • Reviewer
    Location
    Guildford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful speeds for most of the day, never more than 10mps, and drops right off at 5pm to less than 2mps despite paying for a minimum 16mps. Complaint lodged with them.
  • Reviewer
    Location
    New Galloway
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    BT broadband has got good customer service, but the connection is an absolute disgrace, it keeps cutting out every 5 minutes, and I had to ring up customer service this morning, and they told me they would try their best to fix it, but overall, a very poor service... STAY AWAY
  • Reviewer
    Location
    B14 6DN
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Reduced speed and no communication from company and no speed test results as opposed to independent speed tests sites which are instant
  • Reviewer
    Location
    Suffolk
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    after the appalling service we used to get from Sky broadband I think that BT broadband is the best thing since sliced bread!
  • Reviewer
    Location
    North Wales
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bt boardband, Connection, speed problems. customer service is shocking
  • Reviewer
    Location
    Northwood
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    The service to get connected with BT broadband is worse than in a third world country. I have spent a total of over 7 hours waiting, being cut off , passed round different departments repeating the same name and address details to different people coming on the phone and talking gobbledegook. Aaarghh!,
  • Reviewer
    Location
    Northamptonshire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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
  • Reviewer
    Location
    Lankfer
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One of the worst companies I have ever had to deal with.
    Been a customer for years and always had pretty terrible broadband below speeds of 1mbps, and crackling telephone line.
    Customer service is awful and they will use a variety of tactics to prevent you from leaving them, including just charging you after you phoned about 8 times to cancel.
    Waste of money, bad service, bad customer service, would not recommend.
  • Reviewer
    Location
    cumbria
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    slow, unreliable , expensive, difficult people to deal with
  • Reviewer
    Location
    Brownhills
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've had BT now for nearly 6 months, in this time I'm now on my second hub.i cannot get wireless at the rear of the house and my pc is 6ft away and cant connect to the hub ffs. I had better connection with sky who use BTs lines.... go figure. I cant wait for Virgin to come into the street.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    Comments
    Broadband ordered at EE/BT shop; EE agent signing me up to BT contract ordered wrong installation. He also got my email address wrong and failed to correct it when I pointed this out.
    After much to-ing & fro-ing, the wrong installation was corrected but BT classed that as a new contract (not a correction)and charged me a higher price ! BT refunded the difference only after high level complaint, but refused to correct the erroneous contract price.
    After 3 unscheduled calls to me when I was out, BT's CEO staff's first reply to my complaint was an email saying they'd closed my complaint, with no explanation. I had to arrange a scheduled call to find out what action had been taken. They said the 'closed complaint' unexplanatory email was standard policy, and they (CEO staff !) had no power to change it, nor could say who set up that policy. Also said they were the highest complaint level, the CEO & senior staff were above my reach (how convenient for them !)
  • Reviewer
    Location
    Newtownabbey
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay clear ,cant wait till out of contract.Internet intermittent constantly o access to subscribed channels but still have to pay for a service I'm not getting.
    2 separate engineers have visited 10 minutes after first engineer visit broadband starts dropping second engineer wanted to put a cable across my room told me to cover it with a rug,yes sure really safe with young child and toddler.Made a complaint and got told we will change your package till fibro broadband and that will fix things ,but we cant install it for a nearly a month ,
  • Reviewer
    Location
    Epsom
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    "Sorry, nothing we can do" should be BT's motto
    The worse experience with anything ever. It started at the end of September when I placed an order for their full fiber 100 and TV package. It was more expensive than the competition but because it was a line take over they told me it should take only 20 days to get it set up as opposed to other companies that told me it would take a month or more. 20th of October was the initial activation date and the only thing that goes live is the landline (super useful in 2020) and nothing else. Apparently there was a need for additional work before they could get the broadband installed so I was pushed back to the 29th.

    On the 29th an engineer came and told me he could not install the fiber broadband because there is no fiber run to this building. Apparently Open Reach has also messed up their site and had the wrong details about what kind of broadband can be installed at my address. This is the beginning of the downward spiral.

    After that BT doesn't know how to deal with the problem. They put me on a temporary copper connection straight out of 1995 with less than 1Mbps speed on average and tell me it might take up to 26 weeks to fix the problem. At least the TV line was activated so good job there I guess.

    Luckily, it only take a couple of weeks for Open Reach to fix their mess but when I thought it was finally over it turns out that the original fiber broadband I have order is no longer available, in fact there is no more FTTP plan available, only FTTC. As confused as I was I said "fine get me that one and let's be done with this".

    Another small problem, because the initial order has gone through it has glitched the system and no one can cancel the order now in order to place a new one.

    Now this is the peak of autism for BT. When I call to ask for a solution someone tells me that it might be faster to make a new account in my name (the original was in my father's name) and take over the line. What he failed to mention is the penalties that will be incurred for doing so. I call them and ask them about that and they told me "it's all very unfortunate and we are very sorry but there is nothing that we can do". I was directed to the billing department to dispute it and will update this review with the results.

    So, after all that, more that 2 month of delay you would think that I finally got my services activated. Wrong! 9th of December was the new activation date and that day comes and again nothing. I called today (10th of December) and they told that they will get back to me, Almost every time they told me that nothing happened and I had to call them back.

    At his point I don't know what to say anymore. I have been treated like a door mat for BT to wipe their feet on and then I was asked to pay for that privilege. To be fair, their customer services was friendly but next to useless so what's the point?

    0/10 would absolutely not recommend, even urge you to steer clear if at all possibl
  • Reviewer
    Location
    Moston manchester
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor broadband internet supplier it keeps cutting off and buffering
  • Reviewer
    Location
    ashford
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service, fault with broadband and have to wait couple of weeks before they can look at the fault, been told that they don't have to fix the fault within the first 30 days. Would be quicker for me to change broadband suppliers but BT will charge me £200 plus to leave before contract ends.
  • Reviewer
    Location
    Oxted
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My Broadband has been down for 12 days now with no resolve. I have contacted support constantly and even had Open Reach say they visited me (lie) and I would repair it myself!!! So I was put back in urgency list. Aaaagghhh!!
  • Reviewer
    Location
    Gabriele
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    What an absolute shambles BT and kelly communications are i orderd fast fiber in mid september and kellys who were supposed to install the wire didnt bother so that was a major delay BT staff not botherd and kept blaming everyone else its now the begining of december and im still waiting to be connected steer well clear of Bt and its associates shocking display on how to run a company and would not reccomend them to anyone even my worst enemy
  • Reviewer
    Location
    East Barkwith
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just read some reviews and realised that the worst service I’ve ever experienced is normal for BT, how can this company be so poor at delivering what they promise / organise, I’m going to email the CEO to see if they are interested or aware of how poor the BT company has become
  • Reviewer
    Location
    Hatfield
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst internet I ever had in my 22 year life. I have 2 month problem with internet speed and they just don't care.
    Worst service with everlasting response from our side all is well!
  • Reviewer
    Location
    Worcestershire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Never again. So bad that I raised and held an Ombusdman complaint against BT.
  • Reviewer
    Location
    lancashire
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Just tried to call and speak to BT about scammers pretending to be them - I had numbers etc for them!. On the 2 occasions I got through to BT they both hung up, not interested at all..
    Good Luck to anyone ever dealing with BT - DREADFUL CUSTOMER SERVICE
  • Reviewer
    Location
    Cornwall
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would not recommend BT to anyone. What should have been a simple and easy case of transferring my existing account and service to my new address when I moved house has been an absolute nightmare. They cancelled part of my order on my moving day took over two weeks to put the new order through (leaving me without a working landline or internet service for a number of days), billed me for an increased tarrif at my old address account after I'd moved out, assured me that they wouldn't debit my account for this incorrect bill but did anyway, they've also set my new account up on a higher tarrif then originally agreed, and have ignored my last six emails to the Home Moves Team trying to get this all resolved (who'd promised me a call back two weeks ago, but who still haven't called me). I've also spent hours repeatedly on hold also trying to get through to someone to get it sorted (I'm currently on the phone to BT in a queue and have already been on hold for over an hour this morning). I've lodged complaints which have not been dealt with, and this is still dragging on six weeks after first advising them of my house move. Absolutely unacceptable way to treat their customers! I'll be raising this with the Ombudsman if BT don't get it all sorted out soon. If you're thinking of moving to BT I'd advise you to avoid at all costs, I'd really wished that I'd just switched to a new service provider when I moved house!
  • Reviewer
    Location
    Berks
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Router is excellent. Full speeds on wifi upstairs. I pay fot 50Meg and usually get 42Meg. No down time at all in last 18 months. Free Anti-virus plus other perks etc. Pricey, but you get what you pay for.
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Horrible service ! Have paid for my contract with them, a month has passed and they still haven’t implemented the equipment and the wifi in my place. Have had 5 arranged appointments with them, and every time the engineer did not show up and did not even inform ! Completely unacceptable, horrible service and reliability ! Every time you try and contact them you have to wait for one hour, and every time someone says they will fix it and then the appointment does not got through ! Also, they promise to call you back, but eventually no once calls you, so you have to call them again and wait for one hour until someone replies.
  • Reviewer
    Location
    Wakefield
    Reviewing
    BT
    Date
    Comments
    disgusted by all service with BT won’t give them a rating for anything, they just fob you off when you have a problem
  • Reviewer
    Location
    Attleborough
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    After years of sub 5 Mbs speed, and waiting to be connected to fibre (about 300 yards from the house), we installed 4G broadband. We now get 30-35Mbs download, and about 10-15Mbs upload. This may be pretty pathetic for city dwellers but if you live in the countryside you will appreciate that these numbers are high. So if you live in the middle nowhere, like us, it might be worth trying a 4G service. We needed an aerial on the outside of the house, but BT installed that for free, a rare example of good customer service. We pay £50 monthly and are capped at 500GB monthly, but again, having tolerated miserably bad speeds for years we're quite happy at the moment
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Worst service I have ever experienced. New installation, they ddnt turn up 2 times to the appointment. Finally intalled was working ok for a month and then they canelled it! A new order had to be made and start all over again, have been without service for more than a week now and no end in sight. Pathetic. Avoid
  • Reviewer
    Location
    Wrexham1
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been without network connection for nearly 4 weeks now. Firstly i was told that it was an external problem and would be sorted within 5 days. I then had a text to say the problem had been sorted..... it had'nt. Another hour long call and they arranged a house visit and i had to wait another 5 days. I booked a day off work. At 2.30 i had an email to say i needed to book an engineer to fix my problem. I telephoned bt again an they said
    (this is where the lies start) an engineer had been and there was nobody at the premises. The engineer then phoned my mobile and i cancelled. I asked the advisor if he could confirm the number the engineer rang and the number i was given did not belong to me, or anyone in my household.Another appointment was made for the following day, guess what! Yes it was cancelled again, through an email telling me again that i needed to book an engineer. Another hour long call to bt, this time they could'nt give me a reason as to why they had cancelled. I told them i wish to terminate my contract with them and they told me i had 12 months left and would have to pay the outstanding amount(£460) The first oppertunity i get to leave this supplier i will. They said openreach was the problem and they they do all the broadband regardless of my supplier. I said that bt are the company i pay and it's up to them to provide the service i pay a lot for.
  • Reviewer
    Location
    Bucks
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Most days at some point ,I get the message "your computer is not connected . " I have .breeze block walls. The signal only had to travel 3 to 5 metres .
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Our experience with BT is absolutely horrible. We signed up with them only because they were the only provider offering over 100mb speed at our current address. They booked us an engineer visit on two occasions which they've missed (both), then 3rd time lucky, but leaving us without internet for 5 weeks. Now we are moving home and they can only offer us 30mb to 60mb at the new address. They wanted us to sign a fresh new contract on 30mb for a further 24months. Of course, we want out of our contract since they cannot honor their part of the deal & Virigin can offer us up to 500mb. They are not allowing us to leave without a buyout fee which is ridiculous. Since they want us to go on a fresh contract, it only shows that the old one does not stand. Absolutely horrible.
  • Reviewer
    Location
    Burton , Christchurch
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Internet down for 2 weeks now. From first day promised will come back in 24 hrs - never did . Both my wife and I opened complaints and got "assigned case owner "- never heard back ( not even an email nor phone call ) - and now my complaint marked off as completed and resolved without any feedback or progress . Openreach staff told me outside on main road it was their fault as they mixed cables - transferring greenboxes on the first day of internet loss . I wish I could mark no stars on this - but Trustpilot only allows me to mark lowest 1 star - absolute appalling ( both of us rely on the internet at home for income - during covid . If my phone signal was good enough in area or if I had an alternative option - I would have swapped already .
  • Reviewer
    Location
    Dalston
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    An absolute joke of a company in terms of service and looking after your new customers. We were due internet on Friday and one and a half weeks later we're still speaking to support to even get an engineer sent out. The initial engineer wasn't able to complete work outside the flat due to requiring a hoist to get up the pole, however he just left and never told us even though we were just across the road.

    Had to phone back, get another engineer booked for Wednesday, never showed up. Had to book a new one for Friday, now there was an error in their booking system and so never showed up.

    Booked again for the following Monday, and yet again the same system error meant that no engineer showed up on the day (we only find this out after each of the no-shows and not in advance)

    Now we've been told that the 'error' is meant to be fixed by Tuesday and only then can we book an engineer again which will likely be at least another few days to a week.

    All in all we set up to become a customer over a month ago to be live 2 weeks ago, seems that planning ahead means absolutely nothing. The empty promises and poor service is endless, and at this point any trust in the company is completely gone.
  • Reviewer
    Location
    milton keynes
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I wanted to post this as a complaint on their site but before I had finished posting it, it was already closed. Showing they clearly care about your feedback. I can't be bothered to change this text so that's it's not directly addressing them but I want to post this to get this off my chest. So keep that in mind.
    My situation was this, I am currently using BT in my apartment and have been doing so for a year and a half. Recently, I bought a new house and the keys to the house would be handed to me on the 19th October. In anticipation for this day, I went to the BT website on the 6th of October and had ordered for new broadband to be set up for the 22nd in this new house. On the 13th, the week before, I received an email saying that this order had been cancelled. Confused, I called in to BT to try and understand the situation. I explained my circumstance to the person on the phone and asked him what could have been the reason for the cancellation, and he said he did not know. I then asked him if it was possible that the people who were currently staying in the house who were about to move out, were the ones who cancelled it and he said it was possible. Okay I said, I could see how if the previous tenants got a call saying that their internet was going to be changed (granted that it was going to be taken over on a date where they would not be in the house) then I could see how a mix up could occur. I asked the man on the phone if it would be possible to make the order again and which time it would be best to do so. He said that it would be alright to make the order right away if I knew I was definitely going to be at the house by the 19th. I said I was sure I would be in the house by then, but I wanted him to be sure that I could make this order and this would not happen again. He assured me that it would be fine. We make the order again and I can see that it was made for the 27th of October. This is a lot far down than I would like it to be but I thought it was fine if this is the best time they could do and I know things are stressful at the moment so I don’t want to push anything.
    A week passes and the weekend before the 27th comes around and I receive no notice of BT making their order which I thought was odd as I thought BT would always give me small reminders that they were coming. Especially when you compare it to all the process of all furniture shops and gadget shops that I’ve been seeking patronage from for this new house as this is the standard process for all of them.
    The 26th comes around and the delivery of my equipment has not been made yet. I track my order online and above it says that my order is cancelled but below it looks as if my order is still on track for my house. Confused, I call into the BT help desk to ask them what the true status of my order is. The guy checks my order and says he noticed the cancellation that was made before but that this current order is still on track but there were just some delays. He said that it should really arrive the next day or the day after. I feel relieved as he has reassured me that the order was still on track and happy that I could finally set up my internet so that I could move in and get my house together while working from home.
    The next day comes and nothing arrives, and no email or text message arrives telling me they are still making the delivery. I decide to call in again to reconfirm that the order is definitely on its way only to be told that this new order was actually cancelled by the previous people again and it was done on the 15th. Now I am seriously confused and frustrated and extremely disappointed. I tell the assistant I had not received any message indicating that this had happened and that someone had told me yesterday that the order was on its way. She apologizes profusely and says there’s nothing she can do except make the order for me again and that it should come on the 10th of November. I ask her if there is any way she can move it up and she says no. I feel really dejected at this point so the lady encourages me to call in until someone makes a cancellation and I can take their spot. I felt a bit better after hearing this and decided that I would try.
    Now today comes which is the 28th of October, and I decide to call in to first check the status of my order to confirm it is definitely on its’ way and to see if there were any cancellations. The man that answered assured me that the order is on its way but told me there was no way for me to take the spot of cancellations and move up my date. I told him this was not what was told to me the day before and he tells me that the lady must have been wrong. Again, I feel dejected again and he apologizes by giving my £10 credit for my phone (which I won’t use) and that he will lodge a complaint for me but frankly, both things don’t make me feel better about the situation.

    Now I completely acknowledge my fault in trying to order the internet before I had fully moved into my new house. I should not have assumed that because I had paid for the house, had a date set for when we would exchange keys and know that the tenants were definitely moving out that the process would have been smooth and without hiccups. However, I wish to address the parts that were lacking on the BT side and were improvement could be added.
    1. Communication – the first problem stems from the fact that I did not receive an email or text message or a phone call or anything letting me know of the second cancellation. Had I been allowed to know immediately after, I would have waited for the 19th to come, knowing we had full rights to the house (so there should be no reason for a new cancellation), and made a new order where it wouldn’t take so much time for my internet to be installed.
    2. Staff collectively and consistently knowing the process – As I stated above, I talked to several people within BT in order to sort this out and I was given very different information from all of them. If it was a situation where I stayed quiet and just accepted everything at face value, then I wouldn’t make such a fuss for this point. But that was not the case, I constantly asked questions in order to reassure or reconfirm my suspicions. I asked the first guy if it were possible that the order could be cancelled again, and he said it would not. I asked the second guy if the order was still on track and he said that it was. I asked the third lady if I could call back and move up my installation date, if there was a cancellation and she said that I could, only to be told by the 4th guy that I can’t. What is going to happen if I call the 5th time? What is going to be contradicted now? This is the genuine paranoia that I have been left with and it will not fade until I am sure there is internet in my house. I understand staff having flexibility to appease their customers but knowing what limits can and cannot be set should be understood by all in order to not create any confusion.
    3. Lastly, making the process faster – I am not going to lie, this point comes from a more selfish request, but I still want to be able to voice it. I understand that fulfilling orders can be hard especially in a time where we are in lockdown and we are supposed to be appeasing to social distancing rules but I find it so frustrating when I have ordered something and it is consistently pushed back more and more and more. I made this order early because I wanted to make sure everything could be organised. If there is internet not only could I start living in the new house and effectively put furniture together, but I could start working properly from home for the new job that I just acquired. I would not have to spend money on bus tickets or expensive taxis so that I can be there in time for furniture orders just to go back through the same method to my apartment for work. I would not have to spend exorbitant amounts of energy going from my apartment to my house and back again just to sort things out. I wanted to sort out my apartment so that it could be left in good condition and I could get my full deposit back. I most importantly I wanted my house to be sorted out before my family came for the holidays.
    Overall, I think that BT internet has been exceptionally good however you have issues when it comes to first delivering that service to people. I have lived in different places for work and education and this issue with delivery is not the first time I’ve experienced this. There was even a time where I ordered for your broadband service and it did not start working until after about 2 months and a half and this was mainly due to the fact the house was not suited for the broadband that I wanted, so someone had to come in and physically install it. Waiting at this point was not an issue because I had access to the BT public Wi-Fi, so I was able to do the things I needed to do and the situation wasn’t so dire. However, at this new house the signal is so bad that I cannot connect to anything and therefore I can’t do anything. This issue where the house is not suited for the broadband that I want, could happen again but I would not know until I try to get the internet started and that would lead to more waiting which again will just make me more frustrated. I am not expecting any improvements on my situation to be made I just wanted to voice my frustrations in the hope that in the future, me or anyone else do not have to go through this.
  • Reviewer
    Location
    Amesbury
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband keeps cutting out. Had more serious outages in 3 months with BT than 10 years with Virgin. BT can only book engineers a week ahead, and even then they aren't guaranteed to show up. Even when they did turn up they sent someone to fix the phone rather than the broadband.

    Avoid at all costs, really poor service.
  • Reviewer
    Location
    Stratford on Avon
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I HAD JUST PAID MY BILL, WHEN I GOT THIS :

    Issued on Fruday 25 September 12h23 and service stopped on Monday 28 September 2020

    I WAS FULLY PAID UP AND ENJOYED HALO PROTECTION ;

    BUT BT SUMMARTILY CUT ME OFF !!!

    "Hello Anthony,

    We're stopping some services linked to the address shown below.

    What's happening
    Here are the services that have stopped:
    phone line
    broadband
    TV


    These services have also stopped:
    Halo Fastest 4G Speed
    Halo 4GB Mobile Data Boost
    BT TV Starter subscription
    Wi-Fi Disc
    Halo 4GB Mobile Data Boost
    BT Sport Pack
    Pay As You Go Calling Plan
    AMC Channel and On Demand
    Halo Fastest 4G Speed


    What you'll pay
    You'll need to pay about £228.86 for stopping your services with us.

    This includes:
    charges for ending your contract early – because your services have stopped before the end of your contract, you'll need to pay about £228.86 for the months you've got left"

    NO REASON. NO EXPLANATION,. NO PROPER WARNING.

    We subsequently found out that this was because someone at No 1 had placed an order for No 11 (my address) with Plusnet !

    I was abroad and unable to deal with BT rapidly. Service has now been restored, but it seems to me that I am £200+ out of pocket.

    This was a total; cock up which BT cannot deal with ... make progress with one ... they simply pass you on ...

    I WILL BE BACK IN COUNTRY SOON TO RESUME THE BATTLE WITH BloodyTerrible.
  • Reviewer
    Location
    Lincoln
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Would not recommend this provider - their constant aim is to keep you as a customer - far too many scam callers on my BT land-line when i have NEVER disclosed my land-line number to anyone EVER
  • Reviewer
    Location
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible on all levels. Had a multiple problem with the service. Unprofessional customer support, after making multiple complains about the broadband I had to book a technician who never showed up. Definitely the worst internet provider I ever had. Would not recommend to my worst enemy
  • Reviewer
    Location
    London
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hindsight, they say is a wonderful thing. Had I read the reviews before deciding to try BT I would never have agreed to a contract. At the moment I am two weeks without internet. Thanks to a neighbour I'm using their internet. If possible I would give zero stars to all of the above. I spent over an hour on the phone trying to speak to someone on Wednesday and when I did get through I was told I would be getting a call back on Sunday, that's tomorrow for an update. When I contacted them over two weeks ago about an engineer calling to investigate the problem I was sent a confirmation email from BT but two minutes later a second email was sent telling me that there was a delay so they couldn't give me a time when it would be addressed. I won't say fixed because I can't see that happening. I may just have to cut my losses and ask for a disconnection. I'll probably pay through the nose for it but at least I can try another broadband company. Maybe someone more reliable. I see positive review here but to be honest I think they must be from BT staff either that or someone who is being paid to write imaginary reviews
  • Reviewer
    Location
    Scotland
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible customer service up to 40 minutes on the phone to get through. Complaints do nothing and got charged for a month that my Internet didn't work.

    Will not use again!!
  • Reviewer
    Location
    North east
    Reviewing
    BT
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was having problems trying to switch over to BT from virgin (virgin is excellent but a little pricey) Tried to contact customer service and had nothing but hassle. It felt like they were not bothered about me switching to them. It got to the point where I was so frustrated with them that I put the phone down and I will now stick with virgin and not be using BT. They are not worth the hassle.

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