Btinternet Reviews 

Why does one have to log in from the beginning every time one opens a computer and why does the process then go round and round asking for verification codes which it sends, seems to accept and the reject until it tells you that you've tried too many times? Apalling sytem, apallingly run.

I have been having trouble accessing emails on numerous occasions.Cobstabtly being told my password isn't recognised or email address incorrectl.Phone contact numbers for help are useless.App works then doesn't work I eventually found a message contact and a lovely lady called Ankita did eventually help me and was very kind but this took over an hour and I'm not convinced it's going to remain ok.I am 73 years old and important emails have been missed Absolutley dreadful.Ankita did try very hard and was lovely but the whole system is dreadful

I wish there was a 0 star option. After leaving bt I June I called to confirm will it all be cancelled correctly. They assured me yes. I moved to virgin. Then 4 months later I'd noticed strange bi's on my account. BT had not cancelled and charged me more every month for 4 months. I called complained they apologised and said they issue a refund of all the payments. Two weeks later nothing. I called they said the accounts closed no credit. I complained again they looked harder and found the complaint apologized again and raised the credit again and said they would bank transfer the total. One week later nothing. Called again, they said sorry we can't transfer we'll send a cheque it might take 14 days. I waited 10 workings days and called again. They said the cheque never got sent. Beyond ridiculous. They apologized raised another cheque, but it would be 18working days until it reaches me. Unbelievably unreliable service. I left bt in June. It will Be February until I get the almost £200 they took from me. Disgustingly bad system

I amazed that nobody has filed a lawsuit against BT.

Firstly, I switched to Sky almost 20 years ago but was allowed to retain my Btinternet email address for free as it was hosted by Yahoo.

Some years later, I receive a communication that I almost missed telling me that I had a choice of closing down my account or paying a monthly charge. Whilst the charge was small, I objected to the fact that they had the nerve to suddenly start charging me for using an email address. I don't want or need their useless app/platform, as I could quite easily run it through Outlook.

They then put the price up from £1.66 to £5 and then £7.50 probably to pay for their Sports deal. You cannot allow someone to go for several years without a charge and then suddenly start charging them because you want to raise some capital. I have never seen anything so outrageous and the fact that the Government has done nothing about it suggests that they pander to big business even where they are pushing the boundaries with unethical practices.

As a result I will not subscribe for or use any other BT product. Who has heard of anything so bizarre as being charged for an email address. Shocking.

Made formal complaints but they sent a response to the wrong address and then on a second occasion just ignored me. Wrote to my MP who did nothing.

Now to the app/platform. It's like going back 20 years in time with the poor use experience. Odd quirks where it moves you back to the top of an email whilst drafting, changes font and makes it challenging to download attachments. It is absolutely awful.

This company exists to max extract.

Steer clear of them.

Even had issues with their engineers fixing issues outside with the cables. Poor communication.

Dreadful outfit.

We are extremely disappointed and frustrated with BT. They have been charging much higher price than most other broadband suppliers, usually over £100 monthly charge for our landline and broadband, when my husband complained and said that we want to leave, they reduced the monthly payment from over £100 to £59 the next month, but without explaining to my husband, that they are starting a new contract and he can’t leave them until next year. After our daughter in law phoned and complained, they listened to the recorded message and agreed that it was a mis-sale, but did not cancel the contract! They also have been charging us call forwarding every month, without our instructions or knowledge. Again another mistake! And again after a complain by our daughter in law about our monthly call forwarding deduction, they listened to the recorded conversation with my husband, where he pointed out the mistake and asked them to cancel the charge and refund, but they failed to do it. They agreed that it shouldn’t have been deducted, but no refund has been sent for the erroneous deductions!
But most frustrating bit was that every-time we are complaining and raising a case, straight after that they are sending emails that they have closed the case without giving us a reason! Now we have left them and gone to vodafone, they are charging us £550 for the cancellation fee! This has been going on from 19/10/25 to now without any solution!
We do not know what to do now!!!

People are intermittently receiving emails from me of font size 1638.
Eventually spoke to a person and apparently there are 3 different levels of BT email accounts - Basic, Standard and Premium. I didn't know what I had as I was transferred in from another provider.
The Basic one is not compatible with the BT phone App and can cause problems - When I downloaded the app I was not told about this - just looked on the BT App download details on Google Play and can't see anything regarding this.
The reviews on here are appalling, this does not represent BT well as a whole. Keep away from British Telecom.

Absolutely terrible. I have been using bt email for years. It has never been so bad as it is now. I'm being logged out almost daily. If I go abroad it logs me out and I can't log back in again until I return to the UK.
I'm gradually switching all my emails to another provider. Life is becoming easier again

Have had difficulties trying to connect to email from Japan. They send me pass codes to another address that still don't allow access. Went on- line for assistance. Reply from BOT or whatever took ages then told me to connect using a VPN! Have no idea how to do this and given no advice.

Their email is user unfriendly at the best of times. Going to give up and use Gmail which I know works.

Absolutely heinous company.

Tried to sort my grandparents Internet out today who had been paying £60 for a distinctly average connection. They recieved a letter offering same package for £27.99. After speaking to their billing team they said it was not available anymore and tried to offer £35 for 12 mb/s. Like it's 2005. Spent an hour trying to get a good deal only for them to offer the £27.99 they had previously said was unavailable. Also charging £19.99 for landline and £11.50 for a sports package we cancelled already. Wasted another hour for the customer service rep to say that we cancelled TNT and not the sports package. Even though the sports package is listed as TNT on the bill. They're denying all knowledge of it. BT email is also conveniently not recieving any customer service emails.

Deceitful, awful customer service who are conning people based on their (previous) good name. Avoid.

Wife's email address deleted TODAY. 40minute call with support (nice lady - Emma). The email has vanished no sign of it and so we wait 3 to 5 working days to find out what happened. The "optics" as they say are SH*T. HOW can this happen. Then to add insult to injury the only way they can recover a knackered password is to send the recovery PIN to the email she cant login to. I did not think it was possible to be this STUPID.

I phoned them twice and arranged a connection date twice for my new build for full fibre broadband. Both times, they cancelled on the day they were meant to connect without giving me any explanation. When I rang them, they had no answers, just apologies and promises to “put it right this time.”

Both cancellations caused major delays to my house build because the fibre connection was meant to be installed at the same time as the water connection along the same 100 metre trench from the road. Within a three month period, they cancelled on me twice despite giving me confirmed dates.

Most recently, I rang them and was left on hold for over 30 minutes. When I finally got through, I went around in circles with their staff and still got no answers.

Overall, it has been a really poor experience. Needless to say, I have sourced another provider who I have no doubt will be more efficient.

I was happy using Bt mail on my iPad mail app for years, then all of a sudden it topped working and was advised on the phone by a member of Bt mail that I would have to use their mail app. What a load of rubbish it is! Not user friendly at all, keeps freezing, flashing loading then nothing happening.

Here we go again !! customer service not fit for purpose . And all since they partnered with EE Anyone reading this I strongly advise against signing up been with BT For decades this is the final straw emails not getting through and there can be up to 150 spam emails within a few hours . Trying to call and cancel and that voice telling me to call back or wait up to 30 minutes !! waiting patiently listening to that shocking music

Constant problems on an almost daily basis and unable to access emails. Message saying the site is 'having problems'. Terrible platform and cant be many around that are worse than BT.

I have had my email with this set up for years it has a lot of things I like. And possibly some I don't. It was free then it cost £1 rising now to over £7 i have continued with it but it is now doing my head in. Nearly every day I have to relog on as it sa6s my session has expired. Why would an email session expire it is something you use intermittently all day long. I hope I get chance to find another platform with the things I like and cheaper or free.

For the better part of 2 years, we've had a 250mB package, and NEVER has the speed gone above 130mB, they offer the package, but the infrastructure can't support it. Do they offer a refund? not all, but the closest package is 60mB. Not to mention, the net drops out at LEAST once a day, staying out for 20 mins at a time. It's a disgrace of a company. Whenever we complain, we just get told that their system reports everything is fine.

Utterly hopeless. Totally infected by scam email. You just cannot stop them. Try and 'contact us'. Round and round you go. Another useless private enterprise delivering sub standard products. Had this account for 20+years.. bye bye.

Multiple attempts to resolve login problems have failed despite following all recommended steps: PIN requests, password resets, and support contacts. Each "solution" results in identical error messages, creating an endless loop of frustration.
The recurring pattern suggests a fundamental system failure that standard troubleshooting cannot address. It appears management has capitulated to the dysfunction of their email system rather than investing in proper technical solutions.
When basic email functionality - the core service - consistently fails, it reflects poorly on organizational competence. Customers shouldn't bear the burden of systematic technical failures through repetitive, ineffective support procedures.
Please prove me wrong with actual technical expertise rather than scripted responses.

BT overengineered the security algorithms to a level that does not allow relatively intelligent people to use their service. The STMP servers constantly cause problems while sending emails using various email clients. It seems that BT would like everyone to use their app and website, and . This is absolutely pathetic. Another example of mediocrity winning over intelligence and knowledge.

Supposed Hi-Tech company with twentieth century communications to customers. OK, generally I'm satisfied with BT Email (except being a long term user with thousands of saved emails, but now living in Hull I have no opinion but to pay BT £5 PCM to maintain access to and for continued use of my email account - I seem to think this arrangement was slammed by the Ombudsman years ago but it still continues - plus it generally no longer works on my old desktop PC after trying to connect for hours, yes really hours).
My main gripe though is those odd occasions, maybe every three years or so, when email on my tablet and mobile won't work with a 'session expired' box appearing. Following the instruction to relog in, the App refuses to accept the user account name/correct password. In the panic and with lack of reliable information about whether this is a national or major outage, the tendency is to first delete the App and reload it but when this still fails to accept login details, next the tendency is to try and change password but then being unsure if the new one has been accepted given this still doesn't allow login.
In short, is it beyond the technical ability of BT to either post a clear error box advising that there is a major outage, but that customers should not do anything except wait for it to be rectified, or text something to customers. The 'session expired' error box is both misleading and wrong when used in these circumstances and shows poor customer service care standards that paying customers are entitled to.