British Telecommunications plc Reviews 169

BT obviously do not train their staff. In my experience, the more correct description of the telephone customer experience is that the staff are un-trained. Many issues to resolve. Last call was 1.5 hours in duration. Today, I’m again on hold waiting to speak to someone who will be polite, but will probably need to ask for help from a colleague. I will move the account as soon as I am able.

Same as previous guy, being chased since April 2024 for missing payment in January 2024, sent proof of payment, despite this I have had my credit score reduced, chased by 2 debt agencies, who accepted my proof, and had to delay mortgage applications because of credit score ——— shameful

Notified i was leaving BT in Dec 2024. I even have their acknowledgement on email.
Still billing me a year later and being chased by Debt Collectors

BT mucked up the transfer of my 80+ year old parents' broadband and internet from Origin.

The first cockup was that they cancelled the transfer partway through. My mother spent hours on the phone trying to sort it out. She eventually got the transfer to happen.

Next, they lost the phone number that they had had for 40 years. My mum couldn't get them to fix it. I spent hours on the phone trying to fix it, only to be told they didn't have the authority to talk to me.

An absolute shambles of a company.

It still isn't resolved, and this is a company that is meant to meet Ofcom rules for seamless transfer of service. Just a joke.

Just had fibre lines fitted. The engineer Crystal was first class. Excellent service, professional, curtious and great job all round. Highly recommended Crystal for your install. Paul M Button

As an existing customer my parents wanted to stay but needed to bring the monthly payment down. Ryan Doncaster really helped with this. Ryan kept his promise and called back. Courteous throughout, discussed options and was extremely patient.
Thank you Ryan

After 31 years as a customer I left. During an outage of 24 days, I asked 7 time for our phone line to be redirected to a mobile to 96 year old father in law could get in touch. 7 times it did not happen. Exec complaints I believe told me that if I continued to make a fuss we would be disconnected (this was my understanding) and I was not able to speak to a more sensible co worker or manager). They also told me that our family affairs were not their concern. They really don’t care as a company. I am now paying half with Zen. Openreach does not out a foot wrong. At their current rate they will be out of business in a few years. Totally out of control and can’t manage a proper apology if their lives depended on it. They actually put my father in laws life at risk.

Extremely expensive prices. Towards end of contract sales team started calling and got shirty when I told them I wasn’t going to renew. You can’t terminate your contract online and when I finally got through, was told I would have to sit on hold for up to 20 minutes while the termination went through. Btw, they enforce a 30 day termination period so they can get more money out of you - this is despite a clear contract end date. I don’t know how such policies are allowed.

Truly awful to be stuck in a cycle of recording low speeds , reporting low speeds , being guided through the same tests and checks to corroborate that there is a problem and then being informed that BT is allowed 1 month to rectify the problem before I can legally cancel the two year contract . Finally an engineer will call around , miraculously get the speed back up to the dismally low max of 32 MB/S for which I pay £36 per month , then inform me that it will obviously drop again forcing me back into the cycle outlined above . Absolutely criminal , and clearly proving that industry watchdogs and regulators are a pointless joke . Don’t touch this worthless POS company under any circumstances, they fail the majority of their customers in the same way they failed nationally to roll out a complete coverage of fibre optic so we could get a decent speed in the first place . Cannot wait for my 2 year contract to end so I can ditch this loser service , virgin just laid cable to my street so I will try them and get a decent speed for once hopefully

Miss sold fibre optic and lied to.
Charged a LOT for a bad service and dreadful phones.
Interet keeps dropping off 15 - 30 times a day.
Call and complain and am cut off after 48 minutes on hold. Back to beginning.
Cut off after on hold for 20 minutes.
Get through a 3rd time and still waited 30 minutes to get an answer and all staff helpful, but the service is appalling.
Engineer coming tomorow, although I am NOT holding my breath for any kind of competance.

Called BT on 2 occasions last week, because the landline ended calls abruptly, with message saying
"synchronising Handset Data"
Had phone for 2 years prior and no problem.
On both occasions, I spent nearly an hour on the phone , whilst Customer Service went through a number of procedures and then announced that nothing was wrong with phone. Emails sent to say "complaint closed"
Frustrated, I rang a further time and spoke to Luke, from Ireland, who finally made the decision to send me a replacement handset. This, he told me would arrive Friday last week.
I thought it strange that there was no back-up email to verify this course of action, but awaited for Friday to arrive. Friday came and went, as did Monday {being yesterday} and NO SIGN of any replacement phone!!

Since mid April 2025 I have experienced many challenges resulting from issues between BT and EE especially the loss of our landline for almost 6 weeks. Though frustrating, I have given the top rating because of the excellent service provided by every member of staff (Guides) that I have spoken with, some for over 30 minutes. Today was the icing on the cake with a lady who sorted out errors on bills from both companies and also which piece of equipment of two that I had to return. Today, and in some of the earlier chats we were able to have a laugh that removed tension. All the staff I spoke with were a credit to both organisations and I felt I should record this.

My email decided to crash ad and Bt are being a pain trying to get it back’ it would not accept its usual password and.

Mar 22 - I ordered an install from BT. Fibre was already in place, ONT was already there, not a difficult job you'd think. BT was the previous provider as well. Promised by 7th, not great, but it was a promise.

3 Apr - BT asked me to call them "to provide more details". I called them - they told me the install "had been cancelled", note passive voice. I did not cancel it. They could redo the order but it would take another 2 weeks, taking them well past the promised date of 7th April. I told them I would go elsewhere.

Called Sky same day, 3rd April, they managed to connect me on 7th, 8am, no issues at all.

Won't bother with BT again.

In 2020 took out a package deal with BT for mobile landline and for Netflix at £45 a month think £6 for Netflix separate told £5 a month for landlines calls as many installed box myself due to covid engineer not turning up by phone New BT phone kept cutting me off after one or 2 minutes line dead free engineer cost £87 refused to pay £378 debt 18 months stress caused cancer ♋️ 3 debt collector got solicitors letter to them dropd the case saying we believe what your saying ITS A SCAM TO PRESSURE OLDER VUNERABLE PEOPLE INTO PAYING I RECORDED THE ENGINEER AS PROOF GETTING OUT OF HIS VAN BUNCH OF NASTEY PEOPLE STILL NOW MY GMAIL AND CALLS CUT OFF AS THEY RENT EVERY MOBILE COMPANY GOING TO TV AND NEWSPAPERS AS ITS HAPPENING AGAIN

Without doubt the worst ISP in the UK and a rating of a shocking 1.3 is clear evidence of that. BRITISH TRASH - as I call them are the UK's worst export and the service and performance cast shame on the UK. I read recently they are going to partner with EE - another dreadful ISP - I do NOT use British Trash not used for at least 10 years, but need to access emails and I have to enter the 6 digit code 4 or 5 times every time I login. GOD help those poor people who are locked into a contract with this dreadful and shameful company. BT is a stain on the UK and all the good things and companies that are great and a credit to the UK. British Trash is a stain on society

Despicable and dishonest organisation. For around 18 Months I have been persecuted by the constant loss of Broadband to my home. One, two, three, four, five or often more times a day, connection is suddenly lost and I have to wait for everything to re-set itself again whilst I am mid way through a given task on the internet. BT have constantly assured me that all is well with the strength of signal and the different engineers that have been out have replaced hubs, wiring, sockets etc etc etc. STILL the problem exists! Well guess what BT forgot to mention folks... The copper cables that deliver the Internet to my home are outdated and NO LONGER FIT FOR PURPOSE!!!!! BT's response when confronted with the truth...... they can release me from my contract early without penalty!!! Do I get a reduction in my payments as I am not getting the service I pay a lot of money for... NOT A CHANCE! Avoid these dishonest cowboys like the plague.

P.S. Dear BT. Dont bother leaving another of your meaningless responses as I am no longer interested in anything you have to say.

Beyond dreadful. This is the 3rd Thursday l have waited in for a BT engineer to call between 1 and 6pm. No show. No contact. No reason. No apology. No one who knows anything about it. No compensation. No use.
No.

I have just paid a bill for £140 which I didn't actually owe, just to get rid of the stress. As a BT customer for over 40 years I am well acquainted with their dreadful customer service, and for the last twenty years in a rural area, appalling broadband. I specifically did not renew my contract in February as I was waiting to get Gigaclear installed, so when I cancelled two months ago, I thought I would simply pay what I owed up to the end of the service and that would be that. Not a bit of it. I have spent months dealing with customer services and the complaints team. The individuals involved are generally pleasant but nothing promised ever materialises. I have been promised that they would retrieve the recordings of my dealings with customer service to verify my explicit instructions not to renew the contract. I've been told half a dozen times that someone would get back to me and half a dozen times that the bill would be adjusted to reflect the true amount owed but it hasn't happened and now I am being threatened with Bailiffs. How can a flagship national company operate like this? Their organisation is dysfunctional and broken. I have no malice toward the poor employees who are probably paid minimum wage to deal with irate customers complaining about the poor service, but I cordially loathe the organisation. I have wasted years of my life wrangling with BT over poor service, incorrect bills and faulty appliances. NEVER AGAIN. I can't believe I've waited until I'm nearly 60 to get away from them once and for all. How hard is it to provide a decent service? Other telecommunication companies seem to manage.

I previously wrote of how BT charged me 350 pounds for going three days over a cooling down period (their service of wifi is incredibly slow) when the reason was their delivery is slow. Refund? No, they threatened bailiffs. I paid. Now they want 50 pounds, claiming they asked frequently for their box, whereas actually they have not written to me even once previously. Threatening bailiffs again. They can stuff it. Meantime, one month and nobody contacted me about my complaint. Truly disastrous s='service'