British Telecom Review Forums

Customer 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 the reviews we've received for BT British Telecom.

These reviews will help you choose your broadband supplier.


BT are in total disarray with billing, customer service..How they are alowed to get away with this is beyond my understanding. Absolutely one of the worst companies I have ever dealt with a complete nightmare.
Terrible service and their staff just talk nonsense and fob you off, customer service does not exist in British Telecom
There is a site trying to take BT to task..  have a look at www.39.org.uk
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Dudley BT  
BT-what an absolute joke this company are.We have now been without broadband for 6 weeks and no reason from BT as to why this is. We have had promises made that it will be up and running again by various dates and surprise surprise the dates come and go and still no Internet. We will definitely be leaving them as their service is the poorest that we have ever received from anyone, and trying to speak to someone who actually knows what they're talking about is impossible. I would advise anyone to avoid using BT at all costs,they're the most expensive and the service they provide to their customers is worthy of a ZERO star rating.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Norfolk BT  
BT have been a nightmare from day one. It took a month for them to arrange an appointment to connect our phone line, and when the day eventually came round the engineer left before finishing the job, leaving us without a working phone line or internet connection. BT have also been fraudulently billing us for calls apparently made before our line was connected! Trying to talk to anyone takes over an hour of waiting on hold, only to be told that they won't deal with your problem, or they have no idea what's been discussed before. The fibre internet connection regularly drops out at evenings and weekends, and drastically reduces in speed at busy times, making it virtually unusable. Absolutely one of the worst companies I have ever had the misfortune to deal with.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Newport BT  

Just tried to find out more about and request activation of BT call connect on my existing BT number, My BT website would not allow me to proceed saying I have a package order outstanding since 18th November last year which is absolute nonsense they are not updating the website nor checking it to see the information is correct. Looks like total chaos. In my travels through the maze that is BT web & customer "service" spoke to Indian web chat which didn't get me much further, eventually used an automated telephone activation service for call connect which then said the order had been accepted. We shall see, why is it every time i contact this company I must suffer their atrocious customer service and incompetence !!!

  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Glasgow BT  
This is just the second time I've joined BT in my life and I now remember why I stayed away for so long! Customer service is absolutely atrocious, I've been hung up on numerous times and spoken to terribly, even when it has supposedly been a manager, and reliability is poor as it often cuts out for periods at night. The speed is alright when its working, but other than that I will be cancelling as soon as I can and never going back. Whilst I was with Sky was probably my best broadband experience.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
London BT  
If I could zero scores for satisfaction, customer service and reliability I would. BT are by far and away the worst company I've had the misfortune to deal with. The fibre optic broadband is fast when it works. I've been with them for a year now and had 2 month long (or more) sagas caused by them, and customer service is terrible. Currently going to ombudsman since I haven't had service for a month. 

The have almost double the industry average for complaints, and I'm surprised it's not higher. I almost feel sorry for the customer service employees, it isn't their fault the system they inhabit is so terrible. But they are regularly rude and unhelpful, so I don't really feel sorry for them. 

I will never again give them any of my time or money. The website at www.39.org.uk sums it up.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
West Drayton BT  
Superfast BT Broadband is not worthy of its own name. You will be lucky if you receive half the advertised speed you payed for and even luckier if your BT hubs connection to the internet doesn't just drop out randomly, and can stay out for several minutes. Never use BT broadband and I never will again, just Terrible.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Ipswich BT  
So many problems, have been told will be contacted within 24 hours so many times and they never have. Their customer support is non existent. 

I would avoid at all costs, they couldnt get our phone connected for weeks. Then took longer to sort broadband despite calls and on-line chats. My wife and I have wasted so much time. 

Have reported them to OFCOM over product miss-selling. 

Consider other providers before BT, they are a broken company.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
    Customer Service
Sheffield BT  
BT has been the most expensive, broadband provider, charging me a huge amount of money more than 50 per month for the service they agreed to provide on 37.00 
The customer service has never been helpful. 
I am leaving BT, as moving address and they are charging me an extra 32.00??? Unbelievable! I have never had a polite patient helpful customer adviser and really looking forward to leaving BT.
  • Satisfaction
    1 star
Cardiff BT  
BT is an absolute joke and I have to wait two weeks later from original activation date for my broadband to work as BT cannot be bothered activating it for me. Each time I ring BT they keep telling me the same thing that there is a delay in my order also on the original activtion that the engieert never bother coming out. Now this has put a delay in my activation. I am very appalled and thoroughly disgusted at the service I have received from BT over the past few weeks
    1 star
Moy BT  
Worst broadband ever, plus that expensive... if you want to test your nerves go with BT, but believe me .. even you are the strongest mind and spirit person ... after few days you will give up ... even one star is too much to review BT
BT  
BT ARE A JOKE 

The worst company to deal with, appalling customer service. Staff that havent got a clue. 
2 months to get a line and the 3 months to fail to port a number and then say you need to wait again!!! and they dont care!! speak to them and its different every time. 
If you are a business DO NOT go with BT, they will loose you customers, orders and Buisness. If you are with BT good luck!!
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Tamworth BT  

 

Absolute rubbish service past from pillar to post eventually said I wanted to cancel and put through to another department put on hold for thirty minutes then line went dead rang back to yet another call center who said they finished at nine o'clock don't touch bt with a barge pole
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Southampton BT  
Can't wait to get out of this contract. The worst customer service ever experienced
Chesterfield BT  
As per other reviews, the customer service provided is terrible. Very unhelpful staff (BT raised prices last year to provide better customer service!). They will terminate the call if they don't understand your issue. 
Complaint handlers say they will resolve the issues but never do. The problem just goes on and on and no one will do anything. BT prices are constantly going up to fund the Premier League, I am moving on.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Somerset BT  
23rd Jan 2017 and been without bt internet since NOVEMBER 2016. I have rung them endless times, been re-assured endless times that they will fix it within 24hrs. Been told they have emailed technical support many times to find out next time I ring that no record of emails !!!! Advised to ask for a supervisor... dont do that they simply cut you off. Had new hub... engineer out... still no luck !!! Have spent hours waiting in for phone calls that never came. Engineer supposed to come tomorrow ( am having to take MORE time off work.) If it is not fixed tomorrow then I am closing my account. NEVER EVER use/trust BT. Worst suppliers of any service anywhere. Have only put 1 star as there isnt a 0 box.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Masham N Yorkshire BT  
This is the worst internet provider I have ever had, and I come from what the UK would consider a 3rd world country. 

The reliability is horrific as internet goes down every 2 hours for no apparent reason. Sometimes it goes down for up 6 times in a row which makes it impossible to do anything really. 

Took 2 weeks to replace a router (which I suspected as the being the problem at first). 

Speed is mediocre as well. 
I do not recommend this internet provider to anyone unless you enjoy getting angry often.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Birmingham BT  
Tried to upgrade from residential to business in July 2016 for promised UK call centres and better service. 

I tried to switch from BT residential to BT Business for my phone and broadband in July 2016, for promised U.K. Call centres and better service. They have made so many mistakes in this process I have lost count. 

My phone was transferred and a direct debit set up. My broadband was not transferred in error. In November I rang to sort it out. As a result, my Broadband was transferred to BT Business, but I kept receiving overdue reminders for the account. 

I rang yesterday to sort out the direct debit for the Broadband account. During the conversation I found out that back in November when my Broadband was moved, they closed my BT Business phone account, and transferred it back to Residential. 

So as things stand right now, my phone line is currently back with Residential BUT my calls have not been billed to either account since November (glad I found out now, not in 5 years' time - I'm told they bill you retrospectively). 

I have now received an email saying that they are closing my Business Broadband account. 

All I want is my phone and my broadband to sit with BT Business, with active direct debits in place. Is that too much to ask?
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Hereford BT  
Only given 1 star because there isn't a zero rating. Appalling service from the outset. I have been shocked that this level of service exits today. Please stay clear of BT.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
West Midlands BT  
Appalling speed 0.4 - 0.6 at best. Their customer contact email will not recognise the account number given by BT on my account. Thus impossible to register a complaint! Tried telephoning. Get cut off by call centre staff every time after explaining the problem.
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
  • Customer Service
    1 star
Cupar BT  
So called superfast unlimited broadband is expensive, slow and recently keeps cutting out. Talking to BT online is a nightmare because they never check previous records and you have to start again each time, also very slow.Hoping to change provider soon.
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
  • Customer Service
    1 star
Reading BT  
BT Fibre Broadband. I have been waiting since July 2016 for broadband to be fitted. So far totally appauling service. Engineer failed to turn up twice. Impossible to contact BT I have spend 6 hours on telephone being not answered, cut off, redirected. This has to be the worst company in Britain
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Chigwell BT