BT Reviews

1.4 Rating 681 Reviews
9 %
of reviewers recommend BT

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BT 1 star review on 15th December 2023
LDH
BT 1 star review on 20th September 2022
Ricardo St Coke
BT 1 star review on 7th April 2022
Anonymous
BT 1 star review on 7th April 2022
Anonymous
BT 1 star review on 16th April 2021
Mohammed
BT 1 star review on 20th March 2021
Patricia Marchand
BT 1 star review on 19th January 2021
Mahmoon Ul-Hussain
3
Anonymous
Anonymous  // 01/01/2019
I recently had the unfortunate experience of subscribing to BT's fibre service, and I feel compelled to share my dissatisfaction with their misleading representation. Despite the claims of "fibre," BT failed to disclose the crucial fact that the service provided would not be full fibre. This lack of transparency has left me deeply disappointed and frustrated. From the onset, BT marketed their service as "fibre," leading me to believe that I would be enjoying the benefits of a true fibre-optic connection. However, it became evident after installation that the service was, in fact, a hybrid known as Fiber to the Cabinet (FTTC), which uses fibre cables only up to the cabinet and relies on copper wires for the final connection to the premises. This hybrid technology severely restricts the potential speed and reliability that true fibre-optic connections can offer. The absence of clear communication regarding this limitation is highly deceptive. It misleads customers into believing they are receiving a superior service when, in reality, it falls short of the expected standard. As a consumer, I place great importance on accurate information, and BT's failure to disclose the nature of their fibre service is a betrayal of trust. The impact of this misrepresentation became apparent when I noticed a significant disparity between the promised speeds and the actual performance of the service. While BT advertised impressive speeds, my real-world experience was far from satisfactory. The reliance on copper wires resulted in inconsistent speeds, occasional dropouts, and overall unreliability. These issues were exacerbated during peak usage hours when the service struggled to deliver even moderate speeds. In addition to the performance concerns, the lack of full fibre optic connectivity limited the possibilities for future upgrades and advancements. In an age where technology continues to evolve rapidly, it is essential to have infrastructure capable of supporting future demands. Unfortunately, BT's misrepresentation has left me locked into an outdated and subpar service with no clear path for improvement. To make matters worse, BT's customer support failed to address my concerns adequately. When I reached out to discuss the misleading representation, I encountered dismissive responses and a lack of accountability. The indifference displayed by their support team only amplified my disappointment, leaving me feeling undervalued as a customer. In conclusion, BT's misrepresentation of their fibre service by omitting crucial details about its hybrid nature is unacceptable. The resulting subpar performance, limitations, and lack of accountability from their customer support team have left me deeply dissatisfied. I strongly advise potential customers to exercise caution and thoroughly research the specifics of BT's fibre service before making a decision. It is crucial to seek out providers that are transparent and upfront about the type of connection they offer to avoid the frustration and disappointment that I have experienced
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Posted 8 months ago
Total shambles from the very start. Moving from Sky Broadband to Fibre with BT - engineer booked and came out to install Fibre cable this morning. He didn't tape the Fibre cable to the Broadband one correctly so he ended up pulling out the current Broadband cable and then blocked the hole it came through by panicking and knocking rubble into it. Neither cable will now run back through to the supply in the street. I now don't have my current Broadband or the Fibre that was due to be installed today. I work from home and I have 6 client meetings over the next 2 days - BT have offered no workaround to help me actually be able to work and "can't chase Openreach". Just ask me to "call back later"...! I'll end up missing out on work and BT couldn't careless. Total mistake moving to them.
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Posted 1 year ago
I literally cannot emphasise how bad this company and their practices are. I would encourage any one to stay well clear, and find another provider for your internet etc. It appears all staff are encouraged to lie and will try and claw money from you by any means necessary. I ended my contract early as I moved house some months back. As a result of this I was slapped with an early termination fee. Fair is fair - I knowingly opted into a longer contract. With the cost of the last bill, the early termination fee and the cost of the kit, which I eventually returned, I was left with a substantial final bill. I was struggling to pay this in one go, given the current climate. I rang multiple times only to be told that no payment plan of any kind could be set up. The bill has to be paid in full or it is sent to a debt collection agency, no questions. They also like to repeatedly send emails reminding you of this, I assume as a form of intimidation. I offered to pay back over a period of 3/4 months and to setup a direct debit but was declined. Bizarre, as their letters explicitly say if you are struggling to pay contact us. The next issue, which turned into a 2 month long nightmare, was the BT Hub. I was told this has to be returned or I would have to pay a £50 charge. Over the course of 2 months I repeatedly requested a returns bag to send the kit back. This bag was never sent, yet they kept sending reminders to pay the bill. Enoughs enough, so I ring and explain the scenario. The advisor told me that the fee would be wiped as a gesture of good will and the return kit would be sent. This, I was assured, would arrive within a day. Fast forward a week and I still hadn't received the returns kit and I was STILL being told the £50 remained on my bill. Evidently the advisor had lied to get me off the phone. May I add that the advisor told me that there was a note on the account saying that BT had failed to send multiple return kits. No one notified me of this though, I assume because they want time to run out so they can slap me with more charges. I finally got the returns kit and sent the kit back. I phoned a different advisor on the day of returning, as well as after I had been to the post office. I gave the tracking number, and he said all fees would now be wiped. I requested an email to be sent to confirm this as promises had been made before. An email was sent confirming I had sent the kit so I thought all was finished. Today is the 31st December and I get ANOTHER email saying if I don't pay the fee for the Hub right away it will be handed to a debt collection agency. I am literally pulling my hair out at this point. When I spoke to an advisor today, she said the previous advisor had not marked the kit as returned (I have been now lied to by 2 separate employees). She said BT had actually received my kit on the 22nd of December, yet I am still getting warning notices on the 31st. When asked why this was not resolved internally Kate provided some half arsed excuse about strikes. To be honest, her answer didn't even make sense. What do Royal Mail strikes have to do with BT marking my kit as returned? I have no clue. The kit was received on the 22nd yet I was still getting threatening emails. The case is now resolved, but I would urge any one to AVOID using BT at all costs. Employees seem to be incentivised to lie, and they will do anything to make a few quid out of you. Terrible and deceitful service, poor communication and more. Please avoid.
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Posted 1 year ago
BT senior directors should all be fired ! Can’t get an engineer to fix unstable internet in the house. Been 3 weeks and BT are hopeless. They subcontract engineer service to QubeGB ltd. They have cancelled two appointments last minute on the same day. They have now offered me another in 5 days. The BT seniors directors should all be fired. Qube GB are making huge profits whilst delivering awful service. The BT board needs to be accountable. They have a supplier failing to deliver service yet this supplier is making huge profits. Check their accounts out !
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Posted 1 year ago
I have been trying to cancel my BT landline for several weeks. No matter when I phone the cancellation line it's "extremely busy" and I'm forced to queue for ages listening to Ed Sheeran. So not only are BT charging me for a line I don't use, they are obstructing my path to cancellation with a wall of Ed Sheeran. By my reckoning I have listened to 7 hours of Ed Sheeran this month and I'm still nowhere near getting my account cancelled. I think this is their plan, I am almost willing to pay a monthly fee not to have to listen to Ed Sheeran. I am beginning to wish I had just been born deaf, or in a country with no telecommunications infrastructure. And what does an "extremely busy" phone line look like to a corporation that deals exclusively in phone lines anyway? They must have the entire population of South East Asia phoning up to listen to Ed Sheeran all day. No wonder everybody's burned out and depressed and turning to opioids.
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Posted 1 year ago
We were told by BT we HAD to migrate to their cloud phone system which has been appalling. We were promised it was not possible to lose the phones even if the broadband went down (which it does very frequently, it has to be one of the most unstable connections we've ever worked with) . Well lo and behold our broadband has completely failed and we haven't our phones. Our patients can no longer contact us and this is having a direct effect on our business. So, major problem should be fixed quickly. No, BT think it's acceptable to leave us for 5 days before they can get an engineer out to us. 5 days where patients are suffering and cannot get through to us. This company and their service are an absolute and utter disgrace - avoid at all costs uf you value your business!!
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Posted 2 years ago
BT is so bad that they should lose their license. Appalling service. I gave them one star because zero stars is not an option here. You can’t submit the review until you give them at least one star.
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Posted 2 years ago
I wanted to move from Sky because if poor customer service. I spent 3 days trying to get things arranged with various parts of BT. Placed my order and arranged installation engineer. After only a day they rang to say that they could not install and had no date when this might change. Utter frustrating chaos. For a former UK flagship it’s an utter disgrace
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Posted 3 years ago
Every review site saying the same thing how incredibly bad they are and let me update you they are worse than bad!!!. So beware?? If you attempt to call bt customer services asking for help or updates, poor service or whatever it is they don’t give a rip. They will transfer you elsewhere saying there not trained, cut you off, never call back when they say they will, promises about dates with lie after lie. it’s there way or the highway so be prepared to pay for poor service and get nothing in return. I’m ashamed to call this a British company.
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Posted 3 years ago
Absolutely disgusting, staff putting phone down on you after waiting 45 minutes on numerous occasion. Not turning up for appointment, the distress they have caused to my 89 year old mother in law is totally unacceptable.
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Posted 3 years ago
A few months ago I was unable to pay my bill due to not been able to work so I got in debt with my bill and BT disconnected my internet. I rang up and explained my situation and the guy that I spoke to was very nice and put me on a payment plan and my internet was reconnected. Great I thought at the time. I even have a 5 star review saying how happy I was with their customer services. However, I paid my agreed instalment but a couple of days later my internet was disconnected. I spoke to a lovely lady who reconnected it and said that she would make a note so it does not happen again. So the next month I paid the agreed instalment as agreed and yet again my services were disconnected. Phoned up again sorted it out. and was told that it wouldn’t happen again. Well guess what it happened again this month. But this time when I tried to pay the agreed payment I was told that a payment instalment was never agreed and that I now had to pay £189 and plus an extra amount for late payment. I was really upset as i know that a repayment plan was set in place and now I was being told that no repayment plan was agreed. So I had to pay the full amount. But now I don’t have enough money to live on for the rest of the week. But what upset me about it the most was the fact that a repayment plan was put in place and. then I was told that no plan was In place. So BT tell lies. It sent me nuts. I have mental health issues and the way I was treated was appalling. They even added another amount so that the bill was more than it was originally.
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Posted 3 years ago
Mistakes after mistakes Transferred from Sky to BT on 18th November retaining my old number only to find out on 21st November they gave me a new number. Customer service has been terrible trying to resolve this and I won’t have my proper phone number back until 5th December (large pinch of salt taken) so I would be very wary of any service commitments they make. They also tried to charge me £25 for the privilege of sorting out their cockup. Disastrous so I would strongly advise against them
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Posted 4 years ago
After ordering bt broadband as i was trying to move from virgin i realised the broadband was no good as i need a fixed ip address and that bt provided revolving ip addresses. I used the broadband 2-3 times just to set it up but as didn't start using it until 2 days after the 14 day cancellation they said i owe them around £400 to cancel. Absolutely ridiculous amount of money for a service i only used to set it up. now they have passed the debt to a collection agency and added 25% so it is now £565.66. i told them numerous times on the phone the service was unusable to me because the ip address was not static. if they had made this clear upfront i would never have ordered but doing so would probably mean less customers so the details were hidden away. I sent all the equipment back with 7 days but they then added an equipment charge on top. I used the broadband to set up 1 pc and never used the phone line at all. how can such a company that prides itself on being a family operator be such an aggressive, venal predator? At some point there will be a debt collector at my door to take my possessions. all because i went 2 days over the 14 days because it was not straight-forward to switch from virgin to bt as i run a home office. THIS COMPANY IS A DISGRACE!!!!!!!!!!!!
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Posted 5 years ago
On 6th of July a month in advance I made a call to bt customer service and asked to close my account and stop providing services when my contract ends which is 6th. Bt guy said that my contract ends on 15th of August, I asked to confirm that I won't be charged any extra money and I will be refunded £43 because I'm paying upfront, and the BT guy confirmed that is correct. Now turns out BT guy was lying, I still have BT service and I was charged £58 and not refunded !!!
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Posted 5 years ago
If I could give this company 0 stars I would. The treatment of my family has been absolutely diabolical. They have admitted time and time again that they missold policies to my elderly parents and yet months on, despite my efforts nothing has been resolved. My family live in a remote area and without landline communications, they are completely without any form of phone or internet. This is very distressing for elderly people as well as constant harassment from different departments of BT demanding bill payment, despite the complete admittance of fault from BT. As a medical professional, if this was a small company, this would be considered a safeguarding issue, exploiting elderly people. I am absolutely appalled. If only my family lived in an area where they could get Virgin service. If you can be with an alternative company to provide your communications then I urge you to do so. This is a large corporation taking advantage of the public. I would like to know how many other people have been missold tariffs and are in a similar situation.
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Posted 6 years ago
Worst company in the UK award goes to BT. i have never dealt with so many unorganised, no clue what it means by good customer service, rude, make promises they never keep for a record breaking time of 5 months with on going issues complaints. Their excuse is that they have far too many people with similar complaints so its takes them 2 weeks in my case 2 months to respond my emails. Please ask a billion questions before signing up for BT cloud voice or any services with BT or shop around and compare prices with smaller companies first, speak to people whi have the system you want and ask them to tell you pros and cons. BT will mis-sell to you and ignore you once you have agreed a contract. They will avoid you once you mention you are not happy and want to end the contract. Really disgusting service from the BT cloud voice team staff.
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Posted 6 years ago
I have had a real eye opener since Sept 2017 regarding services from BT cloud voice team and how they operate. The only words to describe this department is: Incompetent, time wasting, ignorant, no replies, no care for customer needs and mis-selling products. Yes I have made many complaints and they did sort things out fast after making it drag for months. I wasted my valuable time on this, chasing and chasing. It was frustrating for me with a 100 things to do on hand plus BT issues. Although they gave us a goodwill gesture which does not even make up for what I went through with them. For a brief period during xmas we had the best customer service from them. Naturally after complaining they had no choice. I mean does it always have to go this far for them to help their customers?? I started to believe in them again and gave them another chance after their brief service during xmas. Until recently we received a large bill on 6th dec 2017 stating we had a regular charge which was 3 times more than what we used to pay on our old phone systems. We were sold this in the line of 'You will save money and cloud voice will be cheaper for you. Here I have worked out how much you will save, it is the way to go.' Based on this we unfortunately signed up for 5 yrs. I have emailed the cloud voice team since 6 Dec to explain to me the itemized billing. Which by the way I spoke to the billing team who could not help me either as they were not the ones who set up our account and it's offers. I emailed and emailed and called. Today is 24 Jan. Few days ago the seller emailed me after I threatened to take it further. she said she is happy to arrange a call to discuss it. No apologies for not answering for over a month. So I waited and waited. I emailed again after few days about that phone call. Nothing. Yesterday her colleague emailed back saying she is away and he will inform her to call me when she is back. I thought what?? No email to inform me she is going away after agreeing to call me??? I have been waiting for her to discuss this since 6 Dec 2017 and now she just f**ks off!!! I was furious. How rude. This lady was the first to call and call day in and out when she wanted to sell me cloud voice. It's seems like sales commissions are based on sales only and not after sales. It should be commission on sale, happy customer for at least 2 months. Any complaints and the commission should be held back. I thought BT were well known and would be the best company for our new cloud voice systems. Please do not assume just because a company has been around for long, they will be supper efficient and honest with you. The phones are very often not working properly. No one at BT replies to you until you chase them; apart from the billing team. Oh you get people chasing you for late payments like a rocket!! I tell you the best customer service is from the billing team. When they want your money they will be on the phone being very nice to you and will never forget to call you. Otherwise be sure to wait for months until someone in cloud voice team even replies to your emails or your existence. This is after you chasing and chasing. I would recommend any one who is thinking of signing up for Cloud voice to not do it through BT. I personally prefer the regular landline phones for businesses rather than Cloud voice. I did not get an opportunity to look into this properly and got mis-sold something which is very expensive and worthless in terms of hardware cost. So I am helping others not make the same mistake. Cloud voice runs on internet so if you have broadband/fiber issues your phones will not work. The whole cloud voice system is portal based so get ready to do more work and add and change things you want on your portals. BT does not do all the set ups for you unless you ask them to add certain functions. but of course be prepared to wait and wait. To completely know how Cloud voice works you gotta do 12 courses that are 1.5 hrs long. Which by the way are useless and long. The trainers are lovely and professional. I ended up asking the training team to send me the videos so I don't have to sit through 1.5 hours of training which I have no time for and to be honest it's boring and way too simple. Oh and if only BT provide a manual for this; you would not be paying for the training which is around £500? It's waste of money and unnecessary. Who ever came up with this idea seriously wants to waste client money. I would have a web session that is interactive where it guides the customer on the various functions that need adding and gives an option to add them while the training is on going online. Like setting up a new laptop basically. Someone walks you through step by step. Of course BT designed this idea of courses with trainers live. It's very old fashioned. There are more faster and quicker ways to learn than this. So in conclusion, avoid dealing with BT cloud voice or their migration services or IT management. It's not worth the headache and time. Excuse for all this is they have other 100s of customers to deal with . Straight away making you feel unimportant not worthy of their help. I mean seriously hire more staff and cut down on hard core miss-selling. Customers will get you the business not your hard core miss-selling sales team. At least miss-sell a valuable product that we can rave about. This is what BT cloud voice team does: hardcore selling=commissions for staff=staff happy=staff wants more commissions=more miss-selling=unhappy customers=complaints
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Posted 6 years ago
Great customer service when you are talking to them on the phone but when it comes to following up any problems you have they are appalling!! We have wasted so much time trying to sort issues like being overcharged. Do not sign up to cloud phone!!
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Posted 6 years ago
Other than the broadband being really slow despite living in the city centre, I had an awful experience cancelling it, on the edge of scamming. I tried to cancel it before my one year period expired, and I was told I have to pay a cancellation fee, which makes perfect sense. So I decided to wait for one year to pass, still paying monthly even if I wasn't really using it. Fine. After the one year period passed, I called again to cancel my broadband: the customer service told me that the contract automatically extended for another year, and if I wanted to end I had to pay the same big fee I had been trying to avoid by keeping my contract active at my expense. These are the kind of things which you have to be very careful of, designed to screw money off you. Therefore I feel scammed, I will pay the exit fee but I will never ever recommend BT to anybody, as my experience has been awful.
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Posted 6 years ago
They do nothing and don't listen
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Posted 6 years ago
BT is rated 1.4 based on 681 reviews