“Everything is just so poor! Setting broadband at the new address takes weeks! Customer service just doesn't exist as they will defend the company at all cost, even thou it's their fault they don't act like it. No compansation for the troubles, you have to request stuff yourself otherwise, not only we are without internet for almost 3 weeks, they will make you pay extra and you run out of mobile data which is also not their problem! Disgusting and awful! One les customer you need to worry about now!”
“My mum who had been a customer of yours since 1965 recently passed away. The care and compassion you showed to me upon informing you of her passing was truly touching. Thank you.”
“Not possible to give negative stars or I would. Switched to fibre broadband with them, however we were not told that the package included digital voice telephone service, so that was a suprise when the router came. Then, they were unable to connect on the day they said the would and kept saying there was no problem. Eventually they said they would send an engineer but if the fault was with our equipment we would have to pay an extortionate fee and hourly charge. We were confident it was not a fault with us as the previous supply worked without fault, but they made us feel very worried we would end up with a massive bill. Eventually an engineer came out and got us connected two and a half days late, and the fault was with them their end. We raised a complaint but we were told there would be no compensation or any reduction in the first bill as a guesture of good will. They then tried to close the complaint saying it had been resolved..... BT is an utter disgrace.”
“BT CONTRACTS are designed to protect BT be aware if you are in contract this does not include the price of the service agreed when signing up my bill has gone up by over 25% they don't care about customers only about share holders! When electric went sky high my contracted price was honoured and stayed at the price agreed! BT chose to increase prices regardless of contract price being agreed at signup. My contract is ending and bt even charge a broadband disconnection charge of £18 + vat to leave their services! I certainly will never recommend or use BT ever again!”
“Rubbish customer service! Sales person will tell you that you can have the moon but guess what?! We got an email saying that the service is up and running but we had 10 days without internet connection and still counting! New account but without any connection and they won’t allow me to cancel their service unless I pay early termination fees even if they didn’t manage to fix this issue! Apparently I’m tied into their contract up to 28 days without service and only then they might let you go without them fees and no compensation for running your business! AVOID!”
“Ordered new broadband for 6th July 23, still waiting after for delays with different excuses. Now told it will be 28th July at the earliest. But they are still taking monthly charges.”
“Moved on the 20th of June and I still do not have broadband. I was told it would take 12 days to transfer service but still no service. Tech support sent out new hub and engineer. Engineer arrived two days before new equipment and used supplies from his bag to hook up old hub and tell me it works but then he left with those supplies leaving me with no broadband. Two days later new hub arrives without the little white box and grey cable that the engineer had so I could not hook up new hub. Called tech support again for them to say they are sending out needed supplies. I get little white box in mail today but the red cable and yellow cable that came with my hub do not connect to the little white box. I call tech support again to be told I need an engineer that will be here Monday. I can’t take off work again for engineer to come and hook up my hub with supplies from his bag and say yep it works and then leave with the supplies that make it work! It’s pointless!!! I need the grey cable that hooks into the little white box!!! So now I wait again for supplies to be delivered and I have been without service since the 20th of June! Total incompetence, worst broadband company I have ever dealt with. Avoid at all costs!!!!”
“It's poor customer service and i sent my device back but they took £45 and said we didn't receive it ..... also very bad connection
I'm not happy waiting till end of contract then i leave it and never back again”
“You have already taken 5 hours of my life I'll never get back, and 8 weeks of stress for my terminally ill mother who has been a loyal customer for over 50 years. You should be ashamed of yourselves how you try to squeeze ever penny from the elderly, shame on you. Your staff are under trained and send you round the houses apart from Adam who sorted it for me to day thanks again Adam.I myself will never give BT another penny as long a I live and will advise anyone and everyone to stay well away”
“BT has sold my land line number for my business ‘Castle Stitch Ltd’!!! DO NOT USE THEM!! They do NOT care about their customers, they only care about getting your details and charging you for nothing!! They have messed me around for over a week, continuously putting me on hold and even hanging up in the middle of conversations!! They have wasted my time and due to all of this they have made me loose customers as they can not longer reach us! They continue not to answer my calls and when they do cannot help me with this!!!! AWFUL EXPERIENCE!! NEVER GIVE YOUR DETAILS, NEVER USE, NEVER RECOMMEND!!!!!!!”
“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”
“BT have been the worse company I have ever dealt with. I have been waiting 8 MONTHS to be connected, numerous cancelled appointments and numerous promises of returned telephone calls which never materalised. I have had so much misinformation. The staff do not seem to give a care about the customers or their complaints. They make appointments for engineer to call to install broadband and then cancel the the day before, why do they make appointments if they are not ready to installthe broadband. Has anyone a contact who actuallkniws what is happening.”
“If I could give them 0 stars I would. Customer service is shocking. Say they will call you back and don't. Staff don't seem to know about their own products. I have an escalated complaint with them and awaiting a compensation offer. They have gone quiet on me and are now ignoring me. I expect this will be one for the Ombudsman. Avoid at all costs and go with another provider.”
“BT are an absolute shambles. It took 1 week less than 4 months for my broadband to be updated to fibre. Every time I called up there was a different story or reason why my order wasn't being progressed. Among other hold-ups was an 'issue' with my account and various other 'reasons'. Nobody that I spoke to could work out what the last person had done or what they could do to help me. I would not recommend them to anyone based on their customer care regime. Their internet could be the best ever but it would NEVER make up for the disaster of their customer services. I did not even receive as much as £5 in compensation.”
“Don't join BT.at first they give you a law price but don't forget is 24 months contract and you can not come out of it eventhough there prices is higher than other competitors and less quantity than others.”
“In December 2022 my BT contract was up for renewal. I intended going to Sky but I was persuaded to stay with a “special offer”. I am a fan of MotoGP and World Superbikes do I wanted BT Sport and Eurosport. All was well until February/March when I tried to record the races. That is when I found out that my BT broadband was not fast enough or reliable enough to record in HD. Yes, I was disappointed and informed BT advisors who suggested I don’t record in HD. Very helpful easpecially as I was paying for HD! Since then, BT television services pixelate when trying to watch, my BT broadband crawls along at 3-12 Mbps that’s when it’s not stopping altogether.
I have made numerous phone calls to BTs advisors I have had 5 Openreach engineers including senior engineers and that’s not including the 2 engineers who never bothered to turn up or had the courtesy to tell me they would be turning up. BT paid me £29:15 for one no-show but have chosen to ignore the second no-show. I have been promised another engineer on Monday, I am not confident that he will show up though. Every advisor and engineer who has turned up has said “yes, I can see there are faults on your line” but nobody has resolved this issue. So now I am stuck in a contract with a rubbish provider who really doesn’t care for its customers. If I could give a Zero rating I would, however, I can’t so 1 star it is for BT and my misery continues!”
“I am so resentful of the fact that I did not check the reviews of other users before joining. This is an awful, dishonest, malicious, hateful company who do not care. They have a "system" that WILL LEAD to you paying your bills regardless of what they charge you, well over the agreed rates, and trap you into a contract you cannot escape. You ask questions, they're ignored. They read the script and do not deviate. They do not care about you as a customer or an independent business. PLEASE for the sakes of your business, if you find yourself here reading this DO NOT USE ONE OF THE BIG COMPANIES. Contact a local IT company, ask them if they have any ideas or solutions with a commercial supplier who really do know and care about the businesses they work with. Do not get suckered into an agreement with this awful company. If you look at the trust pilot review, they just force the cycle "oh contact us on twitter and we'll resolve the issue" - meanwhile, no resolution. Just get you through to a nasty individual who does not listen, just spouts the same message. Furious, and I'm trapped. Please do not make this mistake.”
