BT Reviews 20,621

BT, a good old British institution. When did they get to the point when the customers they have retained are an outright nuisance to them. Treated with total disdain at best. No longer are the changes they frequently make in the interest of the customer Priority is to make money and if the punters don't like it they can go elsewhere. They got that one spot on i read somewhere 800.000 have left BT because they are fed up with an expensive service, e-mail that is a totally amateur nightmare that they have tried to make worse and again they got it into a total mess, so another success. As of 27/05/2025 the only way i can access my e-mail is by 3 step authentication. (step one Username, password), (Step2 9 boxes of blurry photos of any rubbish to be identified and then step 3 get a text for 6 number ID for you to enter. When you finally get to your e-mail DO NOT close the tab because when you go back Bt want you to do it all again. And if you want to go to my BT after that you go through the process again. I rang to complain and because wanted to make a formal complaint i was told a manager would ring me. He did
ring the following day i was out, and he left a message to say he would ring the next day, Still waiting. I would like to state that the members of staff i have spoken to have all been very nice and well-informed. Also, i have had a very reliable service. The problem lies(in my opinion) with senior management who's only aim is, keep the shareholders happy.

Waste of time posting this, I know,
but an absolute nightmare switching from Sky to BT. Broadband not working from the get go; different BT call centre staff giving different answers, many of them aimed at getting rid of you for a few hours when you'll be someone else's problem (beware the word "should"). They even contradict the customer information on their own website and tell you their truth is the actual truth. Unwilling to pass you onto anyone with the knowledge or authority to make any difference. Wish it was easy to switch back

I would leave 0 if I could BT are absolute load trash there customer service just haven't got a clue what they are doing. I've got an issue logging into my account I've had no help from these just excuses been told that someone would get back to me and never do I would never recommend BT to anyone avoid unless you want a load of hassle excuses and false promises BT wake up

I was told I would pay a certain amount for broadband and unlimited calls package only to be charged considerably more once the contract commenced. They denied offering me the package at that price. I asked for a transcript of my call setting up the contract. So far no transcript. Having had abysmal service from BT in the past, I find them most dishonest in their behaviour and have cancelled my Direct Debit with immediate effect. I would rather have no service than give this shambles of a company any more of my money.

This is the worst internet I have ever had in 20+ years. The connection is NEVER stable. If I watch even a low quality video on my phone it disconnects me and chooses cellular data to stream instead - which runs at 1bar, 5mbps. Pathetic.

PS5? Don’t bother. 900 ping on FIFA even after multiple resets.

It struggles with bandwidth and signal coverage WiFi should be top priority.

BT and EE are the worst providers, and to add insult to injury, they’re among the most expensive.

Avoid at all costs.

BT only cover £300 which want told they said were look. After all my bill from previous broadband is £523 and just keep getting different messages what’s got me confused.

EVERY day at random times, for the last (heat-wave) days, my BT Digital lie has gone down. Sometimes more than once in a day.
I'm a pensioner, so when my BT Digital service goes down, I cant call for help (if I need to). Not good enough, the old lane line worked fine for me.
So called progress.....

Round of applause for terrible service and WiFi connection. We were told super speed 900Mbps. Also told they could put the box in the middle of the bungalow so it's stuck in my bedroom, the furthest away from the rest of the bungalow!! We're now sitting with 6Mbps . What an absolute joke!!! Were even told it takes a few hours to settle 😂. Well 5hours in and still no WiFi unless I sit in the bedroom. And now my brain is going to fry overnight too!! Well done BT.
Oh and try and get in touch with someone .... You might as well call the moon (if you had WiFi)

The worst of the worst completely do not care, had random charge added, called 6 times to get removed told it would be but it wasn’t. Opened 3 complaints all closed with no response at all!

Ordered broadband in Feb 2026. Still not got broadband and 3 no-show engineer visits. One minute it's 'you don't need to be there' to 'you need to be there'. Amazingly dreadful communication for a so-called 'communications' company. I would avoid this disgusting, disgraceful 'company' like the plague.

Just pure and utter incompetence. The 1 and only pro is you will speak to an English person on customer service, everything else is diabolical. Trying to sign my parents up to broadband and internet and 2 weeks after go live they are still sitting there with no service, because when you pay for a tech expert to come and install your services apparently you don't get this service. Utter disgrace, you can't manage the account as a 3rd party even though your aging parents are incapable. I wish I had gone somewhere else, anywhere else has to be better than this. 3 calls over 2 weeks, no one is capable of helping you. The frustration is real, I just had to come here, it's not rocket science, I pay for tech expert, send tech expert. Like how hard is that. I like many others want to make my aging parents services with the least amount of hassle don't make me jump through unnecessary hoops.

Must. Do. Better.

I have had 5 months of the most awful experience with BT. Started with a failed broadband service (again), proceed through mis-selling me a new contract which I cancelled within less than 24 hours, setting up a DD without my consent, taking money from that DD without my consent, refunded the wrong amount, sending cheques with no explanation and more than I was due, told to cash them, then told not to cash them, then told to cash them. I returned them. All this took hours and hours and maybe 15-20 different BT individuals
A complaint letter to Customer Resolutions with all details at the top of the letter resulted in a request for all that same information - they hadn't bothered to read it. Complaint went round and round during which I was chased to return 'kit' which had been returned years ago and so it went on with BT avoiding answering some direct questions. They then issued a Final Letter - effectively doing little and palming me off on the Ombudsman.
I have held off going to the Ombudsman until I changed broadband supplier since I had a premonition that BT would continue with their chaos and so it has proved to be. Lots of no reply emails and texts which I now do reply to by forwarding to
consumer resolutions (email address on line)
and I would suggest others do the same. It is fundamentally wrong to pile information on people with no reply tactics. DO not discuss things on the telephone. Put everything in writing and do not accept calls from them - get them to write to you. Keep accurate records - recorded as things happen.
Their last tactic was to refer to their Final Letter saying they had closed my complaint - but I am chasing a refund for upfront charges covering the period after I moved to another supplier - NOTHING to do with their closing a complaint back in January/February 2026. They have also told me they are terminating the service at a property I sold in 2018!!! but will not explain what that is all about.
So my advice to everybody is AVOID BT LIKE THE PLAGUE. I would award them minus 20 stars. I now feel it is like dealing with a cabbage patch with ADHD.
In the meantime I suppose I'll have to struggle on doing my best to contain their nonsense until matters are finally resolved.

Absolutely Abhorrent service!Spoke to Sasa in billing and the whole interaction was very poor, I was constantly spoken over and there was very little empathy or control of the conversation. It came across as quite erratic and rude.

I was also told that offering a £10 credit “might get them in trouble”, which honestly makes no sense. So being rude and dismissive is fine, but actually resolving a genuine billing issue might cause problems? That doesn’t add up at all.

Really poor experience overall. Someone needs to seriously look at how this is being handled because it’s so horrific!

Extremely poor service with BT essential broadband its meant to help people on a low income afford wifi but the connection cant handle more then 5 devices before it starts lagging. Phones up several times only to be told to yes this can happen on the essential but switch to normal WiFi to get a better WiFi connection sorry!! But what's the point of offering essential WiFi for low income people if its rubbish to begin with its just a con to get u to join. Had essential WiFi installed January was lagging by march left by April to EE much better service got a cheaper deal with triple speed Bye bye BT

I'm on a social tariff but they put the price up a few months ago and then emailed me a fortnight ago to say it's going up again so i am switching supplier. My new supplier is giving me five times the speed i am getting with BT and for £5 less a month plus i'm not even going to be on a social tariff with new supplier which is crazy to think about. Just shows if you shop around you can get a far far better deal.
The other reason i'm switching as in 20yrs of having broadband i have never experienced my internet crashing literally every single day, absolute pain when you do everything online as i haven't watched terrestrial tv in those 20yrs. When i rang once to complain they said they would reimburse me for all the times i lost internet, didn't receive a single penny from them or if i had i would have noticed it on my Direct Debits. I never wanted to switch to BT 2-3yrs ago but they were the only ones that offered a social tariff in my area but be glad to switch over next week.

GOODBYE BT

Sent me out 2 boxes I never asked for made me pay for them 2 boxes for 2 years until contract ended, have called to end contract and now trying to be charged for an extra month! Awful customer service, very rude staff

Think this is becoming a rip off company who hike up prices without notifying the customer.
Here is one example, a basic Broadband package which was £32.99, seemingly went up to £36.99 in April.
Told by the customer service adviser (clearly another oversees customer service lot) that I need to look at my Contract. On doing so I see that I was right and the increase in April 26 a huge £4.
Adding to that, they changed my Entertainment package and then hiked that up by another £4.
What i have is a really basic TV package, compared to my Son who is with Virgin media. Hes got every Sports Channel and a ton of TV programmes for less that £80 a month! Once i move I will bin BT off as i can see they are ripping me off - told im in a 24 month Contract (told on the telephone it was a rolling Contract, which they now deny) so once you use their services be ready to pay more and more every year!

BT required to update our phone lines for new broadband, ling and short they caused damage to the property. Despite over 6 months of trying to get BT Openreach to deal with the complaint due to their 3rd party MJ Quinn ignoring us we contacted the CEO and complaints team and once again completely ignored. Will never use BT again.

Don’t you just love the BT Ad on TV
BT - Brilliant!!!
I particularly like the bit where they are called out on an Emergency and you see them running around supposedly tackling it !!!
It’s so far removed from Reality that it might as well be in a Parallel Universe - we all know that every time you see these lazy cowboys they are sitting in a van - hiding and doing sod all except being on their Mobile Phones and what’s worse is that they don’t even look embarrassed by it !!!! Because it’s “ just what they do”
Engineers - don’t make me laugh ! - the number of complaints about their work far exceeds any praise / more often than not they leave without doing a single thing except pass it on to another Department ??
Totally useless in every respect!!

Please check your BT Home Essentials bills

Just a warning for anyone on BT’s Home Essentials social tariff. BT told me my price was going up, but after challenging it, I found out I was still entitled to the £16 rate. I was given three different prices (£21, £18 and £16) across emails and online, all contradicting each other.

I made a complaint and asked BT not to close it because it wasn’t resolved. They said they “had to” close it anyway, promised to send me a letter so I could go to the Ombudsman, and nothing ever arrived. When I chased it online, there was suddenly no record of any complaint at all.

Citizens Advice have now referred my case to Trading Standards as potentially misleading behaviour.

I didn’t need this while battling stage 3 cancer, especially when people can be so judgemental about anyone on reduced‑income or government‑supported tariffs. It’s hard enough fighting for your health without fighting a company for the correct price.

Please check your bills and renewal letters carefully.