BT Reviews 20.451

BT have just increased my monthly broadband price
by 15%.I can only get a 15mg max download speed.
Expected around 5% increase.Shocking.Certainly will
not renew with them when the time comes.

I had been with BT for years , but when I came to the end of my contract they offered me a package , failed to tell me I needed a new Tv box , which I did not want and then after complaining accepted they had got it wrong but could not keep to the price they had offered. So I am switching to sky for £8 less per month. No attempt by BT to keep me as a loyal customer. I do not understand why these companies have such poor sales teams and no desire to reward customer loyalty . They all seem to want to swim in the same poor quality pond.

Dreadful. they switched my service, left me with no availability for incoming calls. Causing family members a lot of worry and stress as they couldn't contact me. Removed my original phone no. after telling me I could keep it. When I called them, I received the most shocking response, indifference and sheer incompetence. Not from the call handler who was helpless to do anything. They left 2 people in a vulnerable position with no means of help. B.T Stinks.

Rude customer service. Overpriced, uncompetitive, and they use cheap excuses to overcharge you without you noticing. I found out they have been charging me more than the market rate for years, and they tried to tell me it was because they gave a better service than other providers. Yet, when I spoke to a manager, he was rude. I made a complaint, and they sent me an email saying it had been settled hours later without doing anything.

having installed the inside full fibre network apparently after 4 months and 4 engineer visits there is no external full fibre available although every website says there is! truly the worst experience i have had and after numerous days and hours wasted over this they offered me £20 compensation which i obviously declined. i am surprised ofcom dragged them over the coals for this!!

I contacted BT customer services, and spent time explaining my situation and asked pointed questions, in a polite way. This included why my monthly charge has gone to over £46, and why I was being charged for a product I didn't need. The representative was obviously getting 'narked' by me and I made this clear. I also asked to speak to a manager, when he hung up on me. I was extremely upset and anoyed!
I have raised a complaint, but 3 days later, have heard nothing. A very poor service!

So here we are again, BT's reverse Midas touch in full bloom as everything they touch turns to dust.

Needed to be added to my elderly mother's account. Spent over 1/2 hr getting it set up, then they said they'd send e-mail for the last step. Passwords, passcodes, verification, e-mail address, more verification and (now home, 20 mile round trip from Mum) the whole process has failed, but not before BT had harvested all my info.

Call centre can't help because, guess what? I need authorisation to talk about my Mum's account,

How this absolute shower have a single customer is beyond me.

Still, prices have increased by 18%, so that's nice.

I have seen so many reviews as you lot I had same experience as well for early cancellations I have been charged £700+ for my bt business. I will never ever get bt near me also I won’t recommend anyone to.

Just watch out sales man for bt came to the door got me to switch from plusnet by telling me aload of lies said the bill was £15 a month but was actually £30.50 when I rang to complain they said they where looking into it but they actually weren't doing anything just kept taken 30.50 a month until I canceled the payments with the bank absolute cracker of a scam lie so you switch then think ull not be bothered switching broadband again but I switched back first thing this morning so just watch what bt promise you to get you to switch because it's all complete lies

Been a customer for 8 years now moving house to an area where they dont cover and they are trying to charge me to leave. Customer service was terrible kept putting me on hold. They cant find it in the contract where it states about the exit fees if they dont provide the service in your new area. Do not sign up for a rolling contract. move providers every year and avoid BT

Very poor customer service when you need help which I needed today.
Unable to login to my Bt app account was on chat for over 90 minutes and got no were at the end of it.
Obviously on technical fault but should of been fixed easily .
Every time I need help or support from Bt I never seem to get it.
Very poor .

BT's Digital Voice switch-over service was abominable. They turned up at the home of a 96-year-old relative who had taken trouble to call and confirm arrangements for the day, and to ask how to best prepare; the engineers cut the landline off from incoming calls and said nothing more could be done. Carers and medical staff could not contact the customer. Promises were made of other engineers visiting, but none ever came. BT's email service started to demand double verification, which of course couldn't be confirmed without incoming calls. After five days of friends and relations investigating advice websites, the line was restored without any support from BT. Without that help the customer would still be unreachable by phone or email. They just don't seem to care about vulnerable and isolated customers.

WORST COMPANY EVER!
THEY ROB YOU OF YOUR MONEY!
MISLEAD AND FOB YOU OFF!
NO CARE OR SERVICE AT ALL!
DON'T RISK IT! YOU'LL REGRET IT FOR SURE!

Totally useless, changing my broadband to full fibre, they connected it up this morning but the old hub is incompatible with fibre, so they've now turned off the old copper connection and now I have no internet connection at all !!!!!! I've sent them a message and an email but not had a reply. I tried to log a complaint on the mybt website, I logged in and put my password in, it then said I needed to change my username to my email address ( even though it was already my email address), they then sent me a passcode, which I entered and it said " we already have this email, use a different one" and it just goes around in circles, sending passcodes. They don't want you to log a complaint.The most unorganized company ever. I wouldn't pay them with washers. Disgusting service.

Do not use BT!!!
GBT22P9KQ6
01603854780

I took out a contract at the end of October 2025 while my business premises were undergoing refurbishment, which significantly delayed my opening. During this period, I was also out of the country for a few months. When I returned, I discovered that my services had been disconnected without any prior notice or communication.

I immediately contacted BT and offered to pay the outstanding balance for the three months where my Direct Debit had failed—even though I had not used the service during that time. Despite this, I was told my account could not be reinstated. Instead, I was expected to pay the full contract amount and take out a new line, effectively charging me twice. This is completely unreasonable.

What made matters worse was the extremely poor customer service. When I asked to speak to a manager, I was met with dismissive and patronising responses, with staff blaming me in an unprofessional manner. At one point, I was spoken to in a way that felt insulting and disrespectful.

I have been a loyal BT customer for many years, with multiple services across my business and family accounts, paying around £300 per month. After this experience, I have lost all trust in BT. I will be moving all my services elsewhere and will not be returning.

I contacted BT to cancel my broadband after completing my two-year contract, but the process has been unacceptable from start to finish.

The broadband itself has not been working properly, and despite calling BT several times, nothing has been resolved. Each time, we were left waiting for hours on the phone, often being passed around overseas call centres without getting a proper answer or any real help.

What is most frustrating is that even after the contract had ended, BT still made it unnecessarily difficult to cancel the service. Instead of handling a simple request properly, they gave confusing and ridiculous responses and continued wasting our time.

This level of customer service is outrageous. Customers should not have to spend hours chasing a company just to cancel a service that is not working. BT need to seriously change how they treat people.

Awful customer service experience. Rang up regarding a simple query on the bill and ended up on the line for over an hour. This BT woman with a north American accent just refused to listen to us. Instead tried to see us one product after another with price changes within minutes of quotation. Absolutely appalling. Very disgusted with the attitude. They don't even deserve a one star!!

I'm so sick of BT trying to scam late fees. I got my bill yesterday, 13th April and it said pay by the 12th of April ( the day before I received Bill in mail) They supposedly sent the bill out on 1/4/2026, so it took 13 days to get to me? I don't think so!!
Then I had 3 calls and a txt threatening me with late fees, yesterday. I had to call them to say I'd paid the bill. They charged me late fees twice, that's how they're scamming disabled people and people on low incomes. They're a disgrace.

I have been trying to get fiber optic for over 4 months, and due to an error on Openreach's end it has been a struggle. However, BT's customer service/ system is poor. I am a 3rd party on the account and had issues getting through multiple times. Now they are saying they may have made a new account and not added me as a 3rd party? (less than 3 weeks ago i was on there fine) I'm sorry, but that doesn't make sense, the primary account holder was not notified of any changes, so if they are going to make a new account, surely i should be transfered onto it also. As well as this, i feel the whole system would be a lot better if cases were assigned 1 person, each time i call up i have to re-explain the issue EVERY time and when half the time i can't get through, this is very annoying (i also have to call up at least once a week chasing updates).

By lengthening the term of contracts and not communicating contract end dates in writing, BT Broadband seeks to obscure potential exit points and exert maximum punitive costs on customers exiting contracts, even for legitimate reasons. This is all for one purpose… to prevent competition.

Contract Term: The standard contract term is 2 years, i.e. 24 months. Exceptionally, 18 months can be arranged. So, good luck to anyone on a shorter stay in the UK or planning to retire and move abroad! There is no month to month or even 12 month contract for BT Broadband. This is anti-competitive by design.

Communication of contract terms: Despite statements on the BT website saying “Your contract service end date is on your bill.” There is NO CONTRACT END DATE listed on my BT bill. When I asked BT service staff where this was written down if anywhere, they couldn’t point to any place and simply stated that when the annual bill increase was communicated, if the customer did not reject this, then they are considered to have accepted the contract and all its terms. Hello?! This is a systematic attempt to obscure potential customer exit points.

Customer Treatment: I was a BT customer for 38 years, but a usurious penalty was still applied when I retired and left the UK. 6 months of increased future monthly fees were charged as a penalty even though I had negotiated the shortest term possible (18 months!) in anticipation of potential upcoming retirement. When ending BT Broadband service, I returned all equipment successfully, but was told after pleading with BT that I could not receive the QR code for mailing back the equipment until the day I left service. As I was flying out of the country the next day, I had to hire and pay someone else to post the equipment with the QR code received on the last day. You can expect this type of abuse if you are leaving BT. BT is not concerned with developing loyal customers, because it just needs to eliminate any alternative suppliers of telecom services to ensure you stay a BT paying customer.

Questions:
1. Why don’t BT customers exert collective action to improve flexibility in contract term length and demand customer-oriented service? Probably because BT has more power than its customers, even if together. Who is more powerful than BT?
2. Is the UK government’s Competition and Markets Authority (CMA) interested in this type of anti-competitive and punitive behaviour? Definitely, it should be!

I will continue to challenge BT’s usurious penalty charge with the Communications Ombudsman but they will only consider it after 8 weeks, while I will be retiring in the sunshine!