After many years having a nightmare with Virgin Media who might offer the best speeds in the country but they have the reliability of an estranged father, I decided to give a chance to BT down to them being one of the major players in the UK Broadband market - I use my broadband a lot which is why I need top speeds which are reliable, sadly some of their best speeds were not available in my area and even more confusing I was told by online sales that their best speed package would cost more but would offer no benefit to me (It wasn't possible to get the higher end of the speeds promised in that deal), for me it makes no sense - then why is it letting me purchase it with nothing stopping me otherwise? As well as broadband BT offer many other services in the UK including - Mobile (The other big players in the telecommunications game including Sky and Virgin also offer this but BT's difference is that they also own the largest operator in the UK, EE, however, they do have their own branded network) - Television (Perhaps not as good as the big players Sky and Virgin) - Sport (Exclusive rights to UEFA matches in the United Kingdom - free with Virgin Media, chargeable to other customers) I ended up getting a deal which seemed quite good at £29.99 per month with a £60 cashback through a prepaid MasterCard for speeds estimated around 32-36 Mb/s which still isn't great but I thought with their two week cancellation period (see how it works, only end up paying your usage) which allows you to get out of contract in that time, I decided to give them a chance. I really don't understand the £9.99 delivery fee, considering an engineer is coming out the next day after the kit is received why can't he bring the equipment instead of charging me more for it to come separately the day before? I can't help but feel this is just a hidden installation charge so they can recoup some of the money back if you do decide to cancel within their two-week period which they allow you to cancel after the services are up and running. For the price, the promised speeds are pretty ridiculous especially how they did allow me to go through and buy a higher speed even though the online support did advise me that this wouldn't work - but they'd be willing to take more money? With BT being the largest telecommunications company in the country, you'd expect them to have great speeds anywhere especially where Virgin Media can deliver speeds over 6x as fast. I didn't have a good start with BT either - the annoying, repetitive emails once or twice a day about my engineer visit really got annoying after a while - I know when they are coming I booked it, I don't need multiple daily reminders via email and SMS - once is fair play, doing it, again and again, is just harassing and takes the piss. The customer support for customers really did decline after I signed up - not only was it difficult with them originally refusing to connect me onto online chat, meaning I had to contact them for a different issue as it only re-directed me to their useless help pages but I had an error changing my engineer appointment, eventually I was told that if it's under 24 hours you have to let the engineer come to your house and cancel it then and then phone them to rebook - surely this is bonkers as they're wasting an employee's time who could be working with another customer AND bothering a person after specifically not requesting a visit from an engineer at the previously agreed time? The engineer did text me on the day of my visit - which also happened to be alongside another half a dozen emails from BT - I mean, come on how many times do they have to tell me someone is coming? I tried to contact him to let him know not to turn up anyway - but he did and he didn't bother to read my text. Shame. BT then continued to phone, text and harass me until I decided on making a new appointment and in the end, I just decided to cancel my services before they had even begun - awful customer services with high pricing services which are nowhere near what competition can offer. 1* read more

Had limited Access for two months. BT lied to me for the 2 months then because they couldn't fix the problem they blamed me for the problem (even though it was their end) They also then put me on an automated block call so every time I phoned up using my number it would say (Your problem has been fixed, there is no problem with our end) and the call would end. They voided their own contract so I opt out after 2 months (but its 30 days) to then be lied too, begged and even threatened about being hit with bad credit if I leave (which I did) Since then BT have charged me more, passed my bills (which have added up since I have not been with them) to multiple debt collection agenises (when they are in the wrong) Harassing me on multiple occasions and even getting scam texts and calls from people claiming to be BT on a regular basis quoting my old details. They then (without telling me) slipped £25 x 4 reward cards instead of destroying the contract (without mentioning about the reward cards) and kept my bill rolling. I made it clear over 20 times that they voided the contract and I want out... but clearly BT are not the best in their game. 10m customers, they cannot please all I understand that, but when they mug a loyal customer... that is a joke. read more

I HATE YOU, MY LORD I HATE YOU! Like Michael Jackson sang to Paul McCartney, I am a lover not a fighter, yet this company creates a rage in me like no other. I'd gladly don my gloves and box the ears of BT. If they were on fire I'd throw on gasoline. I agree with everything Corinna H says and more. BT is quite frankly a thief. I've had problems with this company in the past. On moving into my new flat I was gutted when Sky told me I'd have to get my line rental through BT. When my girlfriend and I set up the phone line we made it implicitly clear we wanted the basic line rental and nothing else. We'd pay our phone bill to Sky through the Talk Talk package, so all we had to pay to BT was a contracted £11.75 per month. This means a yearly total of £141. Simple you'd think. NO! For the first four months BT took £12. Ok this is a touch more than expected but nothing to write to Watch Dog about. All of a sudden £27.50 gets taken. My girlfriend calls them, perturbed. After spending over one hour on the phone talking to a man in India who had no power and no understanding of what we needed, we hung up. His only explanation was the computer system recalculates people's bill every three months, and if we pay more now we'd go back to paying £12 till the yearly amount was covered. Is this even legal? Can a company just take what they want? Since the initial debit of £27.50 BT have continued to take this amount. Last month we received another of their illegible bills (can anybody make any sense of them?) that stated they owed us a credit £17.87. Great! So what do they do? Rather than credit us with the money they owe us, they take another £27.50. After checking my girlfriends account, we have worked out that the £141 we should have paid is already £213. They are going to get a filthy phone call from me on Monday. If you can avoid using BT, do yourself a favour and run as fast as you can in the opposite direction. read more

Here's the thing: As long as it works, you'll be totally fine with BT. The speeds are fine on the Broadband, I like having a landline and I'll get myself some cable TV to start watching the BBC, for which I pay a TV Licensing fee (the UK is amazing with the fees....really), so I think I deserve it! Besides some snafus with not being able to locate the equipment they sent to me (thanks Royal Mail) -- once I got it, all went smoothly and connecting to the internet was quite easy. I'm not sure why, when the outgoing tenant had BT, and I wanted the same services -- it took 6 weeks to "flip a switch" and send me a box so that I could connect, but it nearly drove me to a nervous breakdown. I survived, though. Why so long? I really cannot figure it out in the slightest. If it doesn't work, please see other reviews and deserved 1 star ratings. ::::prays that the internet keeps working:::: read more

Are we living in a society? Are we living in a 3rd world country? Judging by the landline and internet service... I start to wonder. So I used to have BT as a land line years ago. And for no reason what so ever, then cut me off. Well... a neighbour across the street turns off their phones, so they misspelled the address and turned my phone off for a month. Eventually they sorted it out. The good thing about it is with the mishap with my address, they forgot to bill me for 2 years. So I had free phone! Then magically a phone bill appeared 2 years later and I paid like normal. Now... onto BT internet. Without warning another screwup and internet cut off. Oops... we may come to fix it in a few weeks. Oddly they shut it off with a flip of a computer button... but need an engineer to come out to turn it back on??? WTF is that? It's your error. Press that computer button. Now since I work from home, this is a MAJOR inconvenience. Time is money and my clients don't care that BT screwed up. They just want the job done. So 4 days work pinching my neighbours VERY slow internet = 3 hours work with normal internet access. And would it kill them to add a few fiber-optic cables in this city??? read more

I would not recommend BT, Never ever would i recommend a company that has so little respect and concern for its customers. Slow slow bt congested exchange that i seem stuck with, and at peek times when i hit a very slow 1mb on my bt land line that cost me an arm and a leg i can just disconnect from it and connect to next doors virgin media unsecured d-link router and get a 2.6mb connection that's more than twice as fast. How? and why? if its congested how is that even possible or do virgin pay bt a **bleep** load of money. I've had this problem now for over 3 months and BT have known about it for about a month. I am battling with BT on a constant week to week basis and its draining. I would like to end my contract with BT but they say im not allowed because i am receiving more than 0.6mb on my 8.0mb line. I would stay away from BT if like me your exchange is congested because even though your line might be rating 8.0mb you could end up with it being 15 times slower than that and still with-in BT's pathetic 0.6mb acceptable speed. read more

I needed to close my account as we had an eviction notice and we are all leaving the house (which needs works to be carried in). The account is in my name, but was shared by 4 people and is too expensive for me to move it. I called 2 times asking how much I would've faced to stop the contract before its end, and I've been told £30, both times. Based on that I took my decision to call a third time and close it. Surprisingly I've been asked £93, from an advisor that started to explain how stupid I was to leave BT, checking my private usage, saying the other companies would be more expensive, and not being helpful at all. I closed with him and called on another moment. On this 4th call I was asked £130. I asked to speak to a manager but my request was denied. I opened an official complain and received an email which informed me they would've get back to me in 48, maximum 96 hours. After 144 hours nobody has got in contact with me. Who called, instead, was the office for payments as I cancelled the direct debit. He put me through other 3 people during the same extremely long call, having me to explain the situation again and again, when one of them was more like a robot than a person, not able to conversate with me, until I was finally able to close the account. Now I face a massive bill for an house where there are not people living in and where I cannot even access anymore. BT doesn't care about the situation, and has not will to help you in any way. STAY AWAY. read more

BT is a very poor internet service. We pay a lot of money for BT and in return we cannot watch a 3 minute youtube clip without it buffering multiple times. If you want poor internet connection of 141ms(ping), 0.81Mbps(download speed) and 0.06Mbps (upload speed) then this is the company for you. I personally think if i went to Brazil and lived in the slumbs i would get better internet connection. read more

BT Group - Best internet speed ever :( good job BT. - Internet Service Providers Near Me - London, XGL

After being with the cheapest of the cheap Internet provider, Tiscali, at university, which decided not to work the week before my dissertation was due in, I vowed never to use a new, cheap supplier again. So when I left students-ville behind the first thing I thought I'd do was to set up a reliable Internet connection with a well established name, which back then I just assumed BT would provide, after all they're the oldest communications group in the world. Plus, we've always had a BT land-line that was fine, so again I assumed that their Internet would be fine too. Unfortunately it failed to even connect at times when I needed it the most. I had nightmare after nightmare and the thing they conveniently leave out of their blurb is that all their call centres dealing with the Internet are in India (the phone ones are in the UK). I feel desperately sorry for the people who have to work awful hours to fit in with UK opening hours and are forced to call themselves names like 'Henry' and 'Susan' to please BT and I feel even more sorry for the fact that they must have to deal with thousands of irate British customers everyday. But the things is, after your Internet isn't on AGAIN for no apparent reason and you've tried the fifty things BT suggests to get it working again (believe me, if you want to keep your sanity, calling their technical services should be the very last resort) you call for help, only to then be put on hold for an eternity and made to listen to Cliff Richard, to then be put though to someone who you can barley understand due to the accent barrier is really sticking the knife in. I've spent hours calling their call centres and in the 11th month of my 12 month contract and the umpteenth time it stopped working the problem couldn't be solved by 'Tom', 'Dick' or 'Harry' and in the end one guy just told me he just didn't know what to do. Well I sure as Hell didn't so I gave up and spent the last month without the Internet at all, which was actually much less stressful than trying to get it fixed. I feel like an old fogey having a rant on Points of View, but BT really don't give a damn, their 'service' is a disgrace and it's the biggest waste of money (much more than other providers) I've ever spent. Please don't be fooled, like I've been, with their claim to be a respectable company with good, old fashioned 'British' values, it's a total skam, they're a money making machine who really don't care if your on-line or not. Point made?! read more

Signed up because of an incentive of cashback and a reward card. No one could call into my line for 2 weeks. It took me hours and days to sort it out. Contacting BT is a NIGHTMARE! Of course the reward card and cashback have not arrived. Having to chase this now wasting more of my time. Cannot wait to change providers. read more

I have a huge amount of hate for this company. They're like a useless lover that initially promised you the sun, moon and stars to be with them then gives you the bare minimum, costs you a fortune, gives you a migraine then makes your life hell when you want to get away, gripping onto your ankles as you drag your feet out the door without much luck no matter how hard you try to shake them off your leg. We were originally sold into a contract after a decent quote with free installation but they wound up billing us for it anyway. We got on the phone and told them it wasn't happening and explained what we signed up for so he said he'd remove the charge, it came out of our billing account anyway and put us in the minus, which we had to pay a bank fee for! We phoned again to make a complaint, they credited the money back to our card after several calls but refused to take responsibly for the bank fine we incurred because of them. We also noticed we were getting fined for NOT making calls. Apparently we had to make a minimum of two calls per month? So they charged us £2 for each call we DIDN'T make. They also started billing us for call add-ons when we told them we were only taking out the line rental for the broadband as neither of us talk on the phone and if we needed to it would be on our mobiles so we wanted the line very basic. I phoned them again and they said it was in the contract. I didn't agree to this whatsoever. I told them I wanted to cancel because we were getting nothing but hell and they said we can't unless there's evidence of a breach so I told them to go back on all of my calls and complaints since we signed up, they called me back to say they 'lost' the calls. We moved home and couldn't cancel in contact so had to take the idiots with us last year. I knew I was out of my contact this month so eagerly rang to cancel and they told me they put me into another contract til next frickin year because I moved and they had to switch my line to this address! So basically if I told them I was leaving because I was moving house I'd have to pay a hefty cancellation fee and if I don't they make me stick with them for another 2 years without telling me. They need to go! For the sake of your sanity and your pockets use another provider. read more

To All it may concern. Firstly I will tell you that I was a telecoms engineer for many years, I have worked for a number of companies i.e., STC, Plesseys, Kelly's telecoms, also as a Project Manager for AMPA in the Middle East (Abu Dhabi ) installing fibre optics, including BT in London under contract. I will now state openly that most if not all telecoms companies are only out for what they can rip you off for. They couldn't care less whether you are ill or in hospital or a pensioner struggling to survive on a state pension, or out of work. They give you absolutely NO CONSIDERATION. They are just ruthless money grabbers. When they send you a phone bill you will see that it is far higher than you expected. Then you read through it and find there are charges that you have never even heard of. NOR were they explained to you when you first talked to them about it and came to an agreement on your monthly bill costs. Let's say that during your initial discussion they promised you that your monthly phone bill would be £23.50p and free for the first 3 months... Then about two weeks later you get a phone bill for £46.45. This is common practice. On reading this bill you see red. For this is not what was agreed upon during your initial conversation. You will also notice that there are a lot of bogus charges you've never even heard of! So if you are like me you pick up the phone and give them a piece of you're mind. But you will be too late as they will tell you that this is what you agreed on in the first place. Then you realise that they NEVER SENT YOU A CONTRACT OF TERMS OF AGREEMENT. And they think that they are covered as you still have another 11 months or 18 months to go, or more. But as soon as they over charge you by one penny and you did not agree to it, then they are in BREECH OF AGREEMENT AS PER YOUR INITIAL TELEPHONE CONVERSATION. IF THEY DID NOT SEND YOU A CONTRACT. THEN YOU CAN'T BE HELD IN BREACH OF AGTREEMENT OF SAID CONTRACT. Which means you are free to go to any other telecoms company of your choice? If they try to force you to pay then you can take them to court. Now it would be a good move if we could all get together and take the phone companies and ISP Providers to Parliament to have the laws pertaining to phone and internet providers by getting a petition against them to put their house in order and stick to their initial telephone agreement with their customers this includes you and everyone else in the country using their network. Because at present they are out of control and hold everyone to ransom by cutting off their telephone or internet. Or threatening to. This includes all kinds of services that they provide. Between them they make a few £billion a year in profits. Recession or no recession. By Kenneth Taylor read more

I have just been informed that I have not been provided with the correct box to receive the free BT Sport channels with my Broadband Account. The only way this can be achieved is with an upgrade to BT Infinity and by paying a further activation charge of £49. I have just paid a £49 activation charge for BT Television. I demand an immediate review of my account. This is a disgrace and I find your dishonesty totally unacceptable. I have been deliberately misled and threatened when I objected to misappropriation of my account. Kindly confirm that I will be able to cancel my BT Television contract with you without incurring any penalties with immediate. read more

We signed up to BT Infinity in September 2017. Their letter stated "the minimum guaranteed speed you can expect from you broadband will be 78MB. Huh ! At best ours reached 58.9, today it is 44.7MB. BT put a "refresher" on the line and for a few hours we received 77MB. They are not prepared to reduce the money we pay as we signed up for a 24 month contract, and they cannot increase the speeds. WHAT A CON read more

On Jan 10 2012 I had an important appointment in Newcastle which meant catching the 8am train. This meant getting up at 6am and I decided to book an alarm call. I dialled 100 and asked the operator to book me an alarm call. She told me that it would cost £ 8.92 , which I was not prepared to pay and told her so. She asked me if I wanted to cancel it and I told her iI did. I did not receive the call! When I got my Feb bill ( from Plusnet ) I was quite alarmed to find it was quite a lot more than normal, and it turned out that the great BT had charged me for the alarm call I didn't get. I rang BT Customer Services , but I might as well talked to the wall. All I got was Indian call centres who I couldn't understand, and who turned out to be the most obstructive gang of arseholes you could ever meet. After about 3 hours of ringing different people I managed to speak to an English woman manager who listened to my problem , promised to investigate and to ring me back in 20 mins . After 3 hours she did ring back and said that the were prepared to accept my story that I did not get the call and promised to refund my £ 8.92. I was absolutely delighted that it was all over, like a bad dream, or so I thought. Imagine my horror when I found on my March bill that not only had it not been refunded, but it was there again. I tried the BT customer services again , but had the usual disgraceful treatment. After spending hours trying to speak to a real person I had to give up. However , when I got my April bill I found that I had been charged £ 8.92 for a freephone call that I made trying to speak to a manager. This looks like like they are trying to make it a regular payment and I am not even a BT customer. All in all BT must be the most obstructive, ignorant, arrogant , deceitful gang of tossers you could come across read more

BT - you call your self a communication company - god help us all!! I ordered a new phoe line back in March 2012 for my new home - nearly eight weeks later I am still waiting for someone to to tell me what the hell is going on - I am fed up of poeple blaming other people for BT's rubbish service. I am fed up with speaking to call centres (0800 917 9875 - Anita) who just dont provide any answers, I am fed up with having waited in twice for an engineer who never turns up and to cap it all, today I get a call saying my line wont be in until the middle of June!!! 20 phone calls later and nearly 2 months of waiting for someone to stop telling me that they "are sorry" - you are a disgrace. I am trying to work from home but am now rnning up the biggest mobile phone bill ever just because you cant do your jobs. Mr Ian Livingston CEO of BT - do you know what kind of operation you are heading up - or are you to busy counting all that money you get paid for running a completely useless operation. read more

Absolute worst experience of my life, 1 star is too many. Unfortunately by building is only served by BT so I have no other option but to deal with their ineptitude. Took almost a month even to get an order placed, and even then, they quoted me a further 3 weeks before they could seek to connect me (i.e. another 3 days after that). Every time I called in, I waited for 20-30 minutes on hold before being able to speak to anyone, and even at that point, I never seemed to connect to anyone who knew what they were talking about, I was passed around to different departments/groups who were supposedly able to help me (not). Every person I spoke to gave me a different explanation as to why my connection could not be made. I logged a formal complaint on their website which, after being called the next day by a rep (which surprised me in its quick turnaround) nothing was follow-up or ultimately resolved on my complaint - it was like after that first call they figured they didn't need to do anything further. Avoid BT at all costs if you can. And I, in the meantime, will keep dreaming of having internet in my home someday.... read more

i order my infinity as 1st time order due brought a house, along paid advance 135 pound for advance line retail plus knowing the first 3 month bt charge 20 pound and after that will be 26 pound so i happy to go ahead due my bf wanted to get better speed at our home. after i place order on-line i will get 100 pound gift card of way saying thanks for joining up and inform i will get confirmation email within 24 hours. ( also should have 110 pound from cash back online) mean bonus 210 pound The next day i did not get the email, i thought i contact chat online with bt , they said i need pay 100 pound for long term deposit as will get 100 pound bafck, this is new to me as i never heard of it as paid advance line annual. At work i ask one of my work to phone up for my behalf as seeing that i am deaf and frustrated that i cannot deal over the phone as want online but bt want phone but payment secure so i understand that . My work staff rang bt but problem the bt over the phone is all India and based in India. Spending hours to try and pay 100 pound deposit that need require which said from Bt email but bad new that most of the call kept transfer and they dont know why need 100 pound as said it is not require but said the order have been cancelled. This got me confused and angry, i contact bt by email again and they said need pay 100 pound that why it cancel, rang up by my work staff again and was told it is not require and order cancel for 4th time and date been given keep delay as BT cancel my order! Oh thanks for getting me too stress! Back to email and i finally spoke to one of manager who i thought seem to be helpful. She said sorry and said techinal is faulty and my order is still on which dont know why the other person said cancel or 100 pound on the activation day, BT Engineer came, he fit BT line but nothing for inifity set up, he said that the order isnt infitiny because the cabinet is full. I got very angry as one more infinity modem isnt arrive. i email mananger that the BT Infitiniy isnt available for mmy house. The manager reply and said sorry now there is no inifity my house and there is nothing they can do, they can offer me phone with crap broadboad NO INTERNET after a month and 2 of waiting. Why they agreed at the 1st place or was it BT fault to cancel my order to make my lost chance of getting infitnity? I reject the offer as i got mobile and now day the internet is using via mobile unless gaming etc need be on fibre. Manager agree refund and cancelled everything, this is very disappointing as i lost my chance of good bonus! after few day no money got to my bank as received letter that it is in credit, I email manager again as i dont want credit as want ti back my my and cancel everything. Couple days later and i finally receive my money bank but still email about infinity and they said sorry.. one evening on-line said it is ready but i contact bt via email 1st as dont want my order cancel and keep going round and round with the problem. Bt respond said it not ready but why the online said yes?!?! I gave up! yesterday i received a letter from BT, once i opened it and saw it is a billing for line and weekend called of 18 pound of something that i am not aware of ! I contact BT again, they told me i on the currently billing and i am very mad.. they said active 17th may but who had agreed to it? This is my right and i did not agree to it Why i need phone line if i wont be using it and weekend call which i am deaf . There is no point of doing this! I am currently ongoing email to BT demanding my compensation for my stressful hard time communicating! start 23rd March- ongoing!! THIS IS UK SO I EXPECT LOCAL TO SORT IT OUT FASTER AND NOT SLOWER RESPOND OR REPEAT REPEAT! does any bt understand english or deaf aware??? we got our equality!! Sorry if my english not good- I AM DEAF! read more

One of the worst companies I have ever dealt with. Worst customer service in the world specially in India. They are good at apologising and nothing else. Have spoken with 10 different people but to no avail. You can not speak with any one in England does not matter how hard you try. Nothing wrong with the company it is the accounts and customer services which the worst in the world. Once you have signed up then you are snookered, even Ofcom do not do any thing when you complain. read more

Have just discovered that BT have placed some overhead cables diagonally across our garden. They have used a route to the next door property that touches one neighbours roof and then has been passed through the branches of a 120 year old tree in my garden. In lifting the lines to the right height they have been raised upwards gathering up the full weight of the branches on them. The next puff of wind will probably break the lines and damage the house they are attached to. In attempting to report problem I have been given 7 numbers by BT and BT Openreach. All useless and Bt Openreach would not give me an address to write to complain, despite being part of same group. They are absolutely a crap company, with no customer service, who employ morons to put up lines which are dangerous. read more

When you ring the BT Group Head Office number 0800 8000 2000 you will get an automated message saying this number is not recognized. Looks like they got their fingers in their ears. read more

I am not one to get upset, but BT manages to bring out the worst in me. They are incredibly incompetent and when they can't answer a question they bounce you to their call centre in India, who then passes you to Ireland, and then if you are lucky you get Scotland. The real experience here is the multitude of accents in English, nothing productive from their part but interesting nonetheless. As for service, it is all dictated by the particular screen they are reading and none of the reps are allowed to think, if they did the company might actually avoid infuriating customers. I just wanted to buy some equipment from them and was bounced around the globe for two days with wait times of an hour plus, once back in India i found someone who supposedly solved my problem and allowed me to be charged for new equipment. We will see. read more

Down with BT. My 82 year old parents got their phone cut off without any notification at all (the payment for their April bill didn't get process because of a banking mess up). The first we knew their service was cut was when I tried to call them and was told the call could not be connected. The Customer (don't) Care line said that once a payment is skipped the service automatically makes one call to their line to forewarn them (they were on holiday) and then cuts the service. If they treat frail 80+ year olds who have been loyal customers for 50+ years and have ALWAYS paid their bills through the bank within two days of receiving an invoice then wha hope is there for anyone else. Thank goodness I managed to find out before my parents had an emergency and needed to call for help. I can understand a service being terminated if payment isn't made but for goodness sake at least warn people that this is happening to give them chance to right whatever may have gone wrong. I only wish I could persuade them to change provider but old folk don't like change. I am so angry they have been treated like this. read more