BT Reviews 19,082

I’ve recently had to pay £2300 for a broadband service that was cancelled due to an error made by three of BT’s team members.

They could not find my account after reading it from the paperwork that was sent through my door and the account went into arrears and was cancelled.

When I have tried to get information off them in regard to my call I had with the three members of staff I was forwarded to an Indian call centre where no one can do anything but be disrespectful and inconsiderate.

Do not use BT for your broadband.

Date of experience: June 11, 2025

BT is way too expensive for what is offered. Sometimes is down completely and no support from them. Disappointed entirely 😞

Date of experience: June 11, 2025

I am extremely dissatisfied with BT's broadband service. Since Thursday, my internet has been completely down, and despite multiple calls over the past few days, the issue remains unresolved. As a customer paying £70 per month, I expect a reliable service, which I am clearly not receiving.

The customer support has been unhelpful, with long wait times and no tangible solutions provided. It's frustrating to spend hours on the phone without any progress.

Given my experience, I cannot recommend BT to potential customers. The service is overpriced and lacking in reliability and customer support.

I hope this review serves as a cautionary tale for others considering BT for their broadband needs.

Date of experience: June 05, 2025

BT are unreal!

I've been a customer for a few months and I never got my £50 gift card.

I contacted them and they just spewed more deals at me... Fancy an upgrade?

Date of experience: June 11, 2025

Had to have my telephone switch to fibre optic. The engineer came around and fitted everything. He then told me a cable which should of been delivered was not here. It had never been delivered. I have now been left with no landline phone. No broadband. No Internet connection. What is this company upto?. Not the engineers fault. The people at B.T never sent the connecting cable. After 30 years of being with post office then B.T. I seriously considering changing suppliers. I am in my 70's and have caller assistance which is now inoperable as it works off the Internet. Appalling service.

Date of experience: June 10, 2025

The worst internet ever.

Date of experience: June 10, 2025

Terrible Service – No Internet for 9 Days and Still No Resolution

I’ve been without internet for the past 9 days, and BT has done nothing but drag their feet when it comes to fixing the issue. I’m paying £70 a month for a service that I’m not even receiving. The lack of urgency and communication from BT has been incredibly frustrating – every time I contact them, I’m given vague updates and no clear timeline on when the problem will be resolved.

It’s unacceptable that a major broadband provider can leave a customer without service for this long, especially given how much they charge. I rely on the internet for work and daily life, and this prolonged outage has caused real disruption.

Sort it out, BT. Your customers deserve better.

Date of experience: June 05, 2025

Usually I’d give BT a higher rating - we’ve been with them a while and generally the broadband and service are good. However, having spent all afternoon trying to access my email and to install the free Norton antivirus, I’m on the verge of giving up. Their systems are 100% unusable. Our contract is up for renewal, and I think it’s time to leave…

Date of experience: June 10, 2025

Really poor I have a business with them and pay on the 15th of each month yet they cut me off every month on the 10th.
I'm leaving in August can't wait.

Date of experience: June 10, 2025

Disgusted with BT, Sent back the router months ago and now they are chasing me for £57.00. Never again will i use any of their services, absolutely disgusting business behaviour. I have no option other an to pay the bill. I would not even give them 1star.

Date of experience: June 10, 2025

BT broadband continue to send bills and threatening demands for money well after our service with them was terminated and transferred to another provider. We have spent hours on the phone to them trying to resolve the issue but keep being transferred to one clueless operator after another.

Date of experience: June 10, 2025

Shambles of a company…
My wifi was working perfectly fine until openreach came to fix my neighbours wifi problems… then mine doesn’t work, i am disabled wheelchair user and i went outside to ask my neighbour any news? And she says yes hers is fixed , the openreach men were chatting by the vans and as i was approaching them , they quickly got in the vans and left before i could get down a kerb, i said excuse me loudly before they got in van he acknowledged me then put his middle finger up and they drove off.. they come back around and laughed.. this is appalling and rude of them, i opened a report to be told the problem has been fixed but it hasn’t, they will not let you re report for at least 24hours , my neighbour told me the openreach men were very rude to her , her wifi was gone for over a week and promises gone and different engineers turning up and couldn’t fix issues, well this morning as i type this my neighbour knocked and she has lost hers again, absolutely useless, the chat service is utter crap and they insist the line is working when it clearly is not working, they treat you like you are stupid and a child, i have done everything suggested and still nothing.. my neighbour said the openreach man was dismissive and obnoxious, this company is terrible

Date of experience: June 09, 2025

If I could have taken away that one star I would have. They don't even deserve one star. To leave a disabled wheelchair bound pensioner in tears about their lack of service is unacceptable and now I can't even leave them as Openreach have prevented me from going elsewhere. So I'm stuck with a Company with no decent service and no help. Wouldn't recommend BT to ANYONE. DON'T WASTE YOUR TIME.

Date of experience: February 15, 2025

They don't offer what they promised. Charge you more than they say.

Misinform the customers.

Really bad experience.

Date of experience: June 09, 2025

IM LEAVING THIS COMMENT ON BEHALF VICKY TRADING LTD BASE IN WEST BROMWICH Extremely Disappointed with Poor Service and Communication

I ordered both internet and a landline number from BT Broadband, hoping for a smooth setup, but my experience has been far from satisfactory.

BT technicians visited our wearhouse four times to fix the internet, which was finally resolved only after repeated visits.

When I asked about the landline phone and who would install it, I was told they did not have the phone at the time.

After multiple calls, BT promised to deliver the landline phone, but they missed the delivery twice.

Despite providing my contact number and asking them to call if the delivery person faced any issues, I was left in the dark.

This poor communication and repeated failure to deliver have caused significant losses to my business.

I expected better professionalism from a well-known provider like BT. If you value your time and business, I would caution against relying on their service without patience for delays and miscommunication.
i will wait from bt response thanks.

Date of experience: June 02, 2025

I have been waiting for BT full fibre (FTTP) since March. The first issues started coming up when there was confusion if it was going to be a one or two step installation. The initial external work (which wasn’t booked in by openreach the engineer just turned up) of installing new ducting was started by openreach and left unfinished. With No explanation. Another engineer come to complete the internal work understanding the external work had been completed. The existing copper cables were cut to instal the non existent external fibre. Another 3 weeks go bye which zero meaningful updates for BT/openreach. Then openreach book in a follow up instalment appointment to finish the install. Only for it to be the same engineer we have already to do the internal work, who still obviously cannot complete the work as no one has finished the external work. It is a complete shambles. The lack of transparency and lack of accountability baffles me. BT and openreach are obviously not fit for propose.

Date of experience: June 09, 2025

Tried to sign up for Wi-Fi today but the website just bugged out and took me to a login page every time I tried to check out and the login page wouldn't let me register without a BT account number which I didn't have because the website wouldn't let me checkout with Wi-Fi. Signing up with Vodafone instead.

Date of experience: June 09, 2025

so bad… been waiting since march for my broadband to be installed,every week telling me someone will come and they don’t turn up or the wrong person came.

Date of experience: June 09, 2025

UPDATE at the end:

I was switching until BT persuaded me to stay with a deal marginally above the best competitive offer. So I took it.

Three days later I get a phone call from BT's Oliver saying that agreed offer was not actioned by BT!

Instead Oliver wanted chat for an age ending in charging an extra £2 pcm on the agreed deal.

Further Oliver then wanted to argue around the mulberry bush as to what was the better deal. You cannot argue over facts Oliver! So I ended the call and will be switching.

BT is an utter waste of time and reneges on its agreed deals.

Update -

Now BT is inundating me with daily txt and email messages saying 'someone is taking over my phone number." That's not true, I found an even better deal and I'm switching.

BT wants me to call to stop the 'number thief'. They don't give me a freephone customer number, but a charged 0330 number.

And BT has the wrong date for switching.

BT feels like a company in disarray that has lost interest in retail phone and internet services.

Date of experience: June 08, 2025

I rarely write reviews, but after nearly two months of chaos trying to get broadband set up with BT/EE, I feel compelled to share this absolutely abysmal experience.

It all began when I placed my first order through customer support, with a delivery date of 11th April. The first engineer arrived as scheduled but claimed that the copper line wasn't set up in the property. A few hours later, a second engineer showed up, only to tell me that FTTP (fibre to the premises) should have been ordered in the first place. That mistake wasn’t mine — it was BT’s.

After speaking to customer support again, I placed a second order, being explicitly reassured that FTTP had been correctly selected this time. Lo and behold, the second engineer came out… again trying to set up copper, and once again could not proceed.

At this point, I had already taken time off work, wasted two days waiting for failed installations, and had spoken to multiple agents – none of whom seemed to speak to each other or log notes.

In disbelief, I placed a third order — this time myself through the website — hoping to finally bypass this ridiculous cycle. And yet, I am still waiting for a functioning broadband setup. No priority appointments were offered despite this entire ordeal being caused by BT’s own internal miscommunication and repeated errors.

To date, the only compensation BT has offered me for nearly two months of repeated errors, missed engineering visits, broken promises, and no service is an insulting £6.24.

To sum up:

BT/EE failed repeatedly to deliver the correct setup

BT/EE wasted my time and caused real inconvenience, including work disruption

BT/EE did not prioritise my service despite being the cause of the issue

BT/EE’s customer support was either clueless or powerless to resolve basic issues

This experience has been nothing short of exhausting, and I would warn anyone looking for reliable service and support to think twice before going with BT/EE.

Date of experience: June 08, 2025