BT Reviews 19,878

I am beyond disappointed with BT’s service and customer care. I cancelled my broadband account around May/June, was told it was closed, and that I’d receive an adjusted bill. Instead, I kept receiving new bills with extra charges added each time.

Every time I called, I got a different story. One staff member admitted they didn’t know what was going on but promised to call me back — that never happened. This week I received yet another inflated bill, and when I contacted BT again, I was met with a patronising, dismissive attitude and zero empathy.

After being passed around and getting nowhere, I ended up paying just to put an end to the mess. I’ve been repeatedly told my account is closed, but frankly, I’ve lost all trust in BT’s ability to manage even the simplest tasks.

This whole experience has been frustrating, time-wasting, and completely unacceptable. I will never use BT again, and I strongly advise others to think twice before signing up.

I've just had a 47-minute call with a brilliant chap called Bradley. He could not have been more helpful, and was also extremely funny into the bargain, we had a lot of laughs! He has also saved me £15 on my quarterly bill and it's an improved package. Excellent Customer Service, the guy needs a medal!

They state customer service is there priority but it's not, I lost my sim and found it near on impossible to get a new one other than you had to phone them, well when you have lost your sim how is this possible, and when I eventually got sorted by some help from lovely strangers, I needed to sign up to another company to be able to use my phone, thank you blank wall BT

Can’t express how bad my experience has been with them

Dreadful treatment of a housebound elderly couple. Phone and broadband have been out for 11 days. Several appointments to fix this have been ignored.

I am furious with BT!! I have used my email today and it was working fine, then about 15 minutes after I used it I went to log in to send a email and I couldn't. I went through all the procedures but still wouldn't work, I contacted BT only to be made more furious by the appalling system of having to contact the technical services by some bot on line. It proceeded to ask me all my details then said it would be 15 mins for a guide to speak to on line, why can you not speak to a human on the phone. This system is worse than ever, it's far longer than speaking to someone on the phone only they tell you it isn't, what CRAP!! Eventually after fiddling around I found a number to ring and spoke to a human, YES I KNOW, one of those rare creatures that are extinct these days and you rarely get to speak to, I could hardly contain my excitement.
The person I spoke to told me there is a problem with BT, all emails are not working and they have had a load of phone calls. How surprising BT have a problem well, well I never, I said wouldn't it be a good idea putting a message on your website so people know this, he said yes we are about to do that. Honestly it beggars believe that nobody thought of this sooner!!

The service when it works is very good, and to be honest it usually works, and has worked for me for 12 years solid as standard Copper and then Fibre to the Cabinet.
I wrote the whole saga but it's boring, deadly boring.
The upshot is that I now have 1Mbps upload speed and BT are dragging their knuckles in fixing it and I really want to find another supplier.
I tried to upgrade from FTTC to Full Fibre, but they couldn't find the fibre cable in the street, so broke my current service, and then sent me an invoice for £130+vat as it was apparently "My fault". Fools.

Having spent over 40 years working for this company and have never received a discount on my bill.

Absolutely shocking lack of customer care by BT & Openreach.
Having received an email from Openreach that full fibre was now available in our postcode I arranged through our provider EE/BT for an installation. The engineer came and indeed installed the fibre and modem to the house however, he left saying that there was a fault with the light head unit in the exchange and that we would be without broadband or phone until the problem was resolved at the exchange. Now a week and a half later the fault hasn’t been fixed despite having been told that the matter had been escalated. The system is flawed, Openreach appears to be unaccountable and all EE/BT can do is message them. The unacceptable aspect from my perspective is that Openreach removed our perfectly functioning copper connection and installed fibre which clearly hadn’t been commissioned or tested prior to announcing that it was available. I have requested that the copper connection be reinstated however I was advised by BT that it cannot be reinstated.
I was actually phoned this morning by the BT customer advisor and scolded for calling BT again while she was on her days off, she informed that she was dealing with the matter and that she’d “check back with me” in a week.

*** Update, BT are now saying because we don’t have an an active line (after the Openreach engineer removed our working connection and installed a non working fibre connection) that to reinstall a working copper connection it is counted as a new lone and could take 10 days, you couldn’t make it up!!

Absolutely appalling customer service.

Totally incompetent service from Open Reach , came three times and still didn't finish the job. The Indian call centre that customers are obliged to use, is just a total insult to their customers. The operatives speak an incomprehensible version of english and have very limited knowledge of the services that BT are supposed to provide.

Avoid this company at all costs

BT Customer service is really bad now. I set up a new Internet line. BT open reach came out four hours late then, they didn’t do anything. They just sat outside in the van when, I approached them they said you should have stayed with Virgin. We cannot carry out the work instalment.I have to wait another week for someone else to come out to do instalment and set up. I said set up a direct debit, over the phone, that wasn’t set up properly. I called Customer service again. I can’t access the app and I’m not receiving the verification of the email. The same really disappointed in the Customer service. I called 10 times to get my account sorted, they don’t even bother calling you back. Beware some of the Customer service representative. They don’t know what they’re talking about. I do not recommend BT customer service.

Spent 45 minutes on chat trying to have my email reinstated. Nobody could understand that I cannot log in to retrieve the pass code supposedly sent to my email to reactivate it and to change the password as my email has been suspended for security reasons. I followed procedure for unlocking but would not accept answer to security question either. The chat kept going round in circles asking the same questions and telling me to do what I've already done from different advisers. It seems the advisers can only tell you what you already know and what's on the screen in front of you. Gave up in the end having lost the will to live. Shall get another provider. Shame after being with BT for 20 years and never had a problem till now. How can this be so difficult?

Zero stars would better describe BT but this is not an option.

I doubt that this review will matter as BT still manage to get customers and hold customers.

I chose a package that supposedly came with fast speeds yet this is the worst internet I have ever had. We never hit speeds we are supposed to when checking on the app , not even close. My partner and daughter can game better using personal hotspot off our giffgaff phones than using the BT broadband we pay £60 a month for.

Not only this but BT offer incentives that they do not honour, for ourselves we chose £80 reward card, 4 months later we still haven’t received it. We are told every month to wait 30 days to receive it and it never arrives. Nobody helps, nobody wants to rectify it and all complaints are closed without resolution. We are currently on 11 complaints. We have been told to contact pure card who have told me on many occasions that BT have stopped sending requests to them so they no longer work with them. BT are lying about their reward cards and will not send them out.

If you read reviews before signing up please believe all the 1 star reviews and shop elsewhere . BT is an awful company, gets you into your broadband contract via miss selling. Offering incentives they don’t send out and just fobbing customers off if they ever complain. Terrible company, terrible internet and staff that will lie to you just to get you off chat or calls.

DO NOT USE BT

I have been totally let down by BT having been a customer for many years.
They have been charging me £98 a month for standard Broadband and TV, no frills? I queried this and was offered a slightly cheaper package.
All the kit arrived ready to fit but I then found out that the job had been cancelled, no explanation from BT.
I then started to get unpleasant texts and emails warning me if I didn’t return the kit I would be charged £140.
Today I spent an hour trying to talk to a human on the phone about this but I got nowhere near a solution.

DO NOT BE CONNED!
Promised a "reward card"
You will literally need to beg beg beg, speak to numerous bt colleagues, be fobbed off with "oh it will be emailed this week" multiple times and still months later NOTHING
False advertising, constant lies, terrible terrible service
GO ELSEWHERE FOR A BETTER SERVICE AND NO LIES ABOUT PRETEND REWARD CARDS THAT ARE PURE FABRICATION FROM BT DISGRACE

Horrible broadband & tv service experience. Bent on ripping off customers when you are walking out of their expired contract. Charged for service not provided nor used. Useless customer service experience. Never will I recommend BT even to my enemy. Shame.

Very good service excellent work and worth using it 👍

Best company and customer services thanks to a young chap called Josh cannot fault there service

Appalling customer service. OPs management team needs to rethink its complaints process and customer service training. Complaints closed without resolution. Untrue comms that have said they have resolved the issue but now over 5 days without internet. Would not recommend

After a full year of poor service, BT has repeatedly denied the ongoing issues with my broadband connection — including intermittent service, low bandwidth, and frequent dropouts. experience has felt like a year of being gaslighted, despite numerous engineer visits.

Each time, BT closes the reported faults because they do not monitor connection dropouts, and engineers only measure the incoming signal, which appears acceptable at the time of the visit. Please see the evidence of poor connection speeds recorded throughout the year (ranging from 35kbps to 14mbps).

They are again sending an open reach engineer for the second or third time as they state they can’t cancel it unless there is an issue found by an engineer. BT operates a closed-loop system that effectively dismisses customer concerns. They disregard what customers report and instead rely solely on an engineer’s brief measurement of bandwidth taken at a specific moment in time. When customers make the effort to follow up and try to resolve the ongoing connection issues, they are passed endlessly between different departments, often spending hours on the phone with no resolution.

The outcome is always the same: a circular process in which BT avoids accountability and makes the complaints process so exhausting that most customers give up. There appears to be little consideration for customer experience and no genuine interest in addressing issues such as complete connection dropouts.

Problems:
- Frequent complete bandwidth dropouts affecting both mobile phones and laptops.
- Highly inconsistent speeds — often failing to reach even the minimum guaranteed 20 Mbps for Wi-Fi, as evidenced by the attached and listed speed test results.
- Regular connection failures across multiple devices, including those belonging to visitors, confirming the issue is not device-specific.
- Inability to consistently access the BT app on mobile devices.
-Customer service repeatedly claiming the service is fine, even when the BT app’s own speed test fails to function.
Inability to use essential online services, including Wi-Fi calling, Microsoft Teams, and high-demand websites such as QuickBooks and NatWest.
- Customer gaslighting: BT continually asserts the service is working despite clear, documented evidence to the contrary.
- Inconsistent records: Call logs, fault reports, and resolutions often conflict with engineer and technical adviser notes.
- Restricted customer contact: It is impossible to speak with customer service unless a live fault is detected at that moment. The automated phone system ends calls when BT’s internal checks do not register a fault — effectively preventing customers from discussing ongoing issues.
- Misleading advertising: BT promotes high-speed packages but fails to guarantee Wi-Fi above 20 Mbps (a limitation not clearly disclosed), and then charges customers cancellation fees even when the broadband connection is unusable.
- Unfair cancellation fees: Despite 12 months of poor service and substantial evidence of ongoing faults, BT still demands a cancellation charge. In principle, no company should be allowed to collect fees for terminating a contract when it has failed to deliver the service promised.

Today I was again told my service was fine despite not being able to open websites and the speed checkers whilst also BT’s very own app not being able to complete a speed test due to lack of connection. I regularly can’t even open BT’s own app on my mobile. Please note all updates are installed and these are checked regularly due to these long term connection problems.

This service is unacceptable, and BT should be formally investigated for its poor connection quality and the way it misleads customers. In circumstances like this no cancellation fee should be due — it’s unreasonable to expect anyone to pay extra to leave such an inadequate service.

More broadly, the ombudsman should examine BT’s misleading advertising regarding broadband speeds, their failure to guarantee Wi-Fi performance above 20 Mbps despite promoting high-speed packages, and their unfair use of cancellation fees when the service is unreliable. All customers want is a connection that works — especially in a city location where this should be a basic expectation.