Btbroadband Opiniones 

I contacted BT customer service and spoke with a representative named Paola to request the full cancellation of our BT Business services. Paola confirmed the cancellation and followed up with an email, which led us to believe that the entire account had been closed.

However, we have since discovered that only one of the broadband services was cancelled, and the remaining service continued without our knowledge. As a result, we closed our Direct Debit on 25 March 2025, assuming the account was fully terminated.

We are now being pursued for unpaid invoices for April and May 2025, despite our clear and timely cancellation request. I have made multiple attempts to resolve this issue, including several phone calls where I was unable to proceed due to not receiving the required security code. Most recently, I spent over an hour on a chat session with your customer service team, only to be redirected to the cancellation department. I then spoke with Ryan, who insisted that we must pay the outstanding invoices before the service can be fully cancelled — a position we find completely unacceptable given the circumstances. He anyway agreed to freeze the account for 2 weeks, 3 days later they issued a new invoice.

We are a registered charity, and the service we have received has been deeply disappointing and unprofessional. The failure to properly process our cancellation request has caused unnecessary stress and wasted valuable time and resources.

6 months ago, their Opernreach subcontractors arrived at our door to install fibre. The job is still not complete and in the interim, we are getting an abysmal service - slow, with repeated breaks. For a while, I was getting repeated text messages from someone called Nimisha to say she had escalated the problem. Presumably it is now on God's desk. We are fed up and researching alternatives.

If we could give 0 we would. They really have lost the plot - their answerphone message should be changed as they do not offer a service, it is a joke. We have had tremendous problems with them, spending hours on our mobiles to them as we have had no internet for over a week or a phone, internet now working but no phone, someone was phoning us back to say when an engineer would come (one was supposed to come on
saturday but did not turn up), have they phoned NO
The staff are hopeless, we have been told, "I can see the problem, you need a new cable, one arrived in the post and we did not need as we have Fibre, 4 different people had us on phone for over an hour (at our expense) telling us to do this and that and each time we told the person we had already done this many times, only to be told "I am trying to help please do this ... but again and again, it has not worked. We could write a book on our treatment with BA. This all started when one of the staff said I know what is wrong I am going to reboot your computer it will go off for 5 mins and restart and all will be much better ... much better it has not been off since ! This is a long story cut short

BT cut off our Broadband and blamed us! Then the ‘adviser’ (who could not speak English) promptly told me it was not BT’s fault, but ours because our contract had expired, then it was an individual scan. Who did the scan of our landline, NHS? BT - We’ll phone you in two days time at 18.30. ‘K’ phoned me at 16.30, I’m still working.Oh sorry, will call you back @ 18.30, as we had arranged. Still waiting…. I then tried to resolve it. One hour, 4 ‘advisers’ and two phone calls, now got something, but it was every bit as painful as 26 years ago. We should have switched to Virgin who keep coming to our door, but it seems all providers are really bad. As for a complaint, I’ve had two emails to say both “resolved”, but no resolution, or communication! One day, technology will override these awful companies.

You most definitely can not trust BT! In January of this year after spending many hours on the phone to BT customer service ( at one point, after a 45 min wait in the Q, the operator who was dealing with me said " I've got to go home now, I will get a colleague to phone you back! I said 'does that mean that I have to start queuing again? and she said yes, I'm afraid it does' terrible! When I eventually got through I given a figure of £45.99p per month for the package we had arranged, I agreed to this and was told that there would be a minor adjustment in the next months bill and then it would be 45.99 for following months. This was a lie! They preceeded to charge me over £51 per month. When I queried this I was told that b4 they could do anything they would have to listen to the recorded conversation I had to confirm that £45.99 had been agreed. After keeping me waiting for a few more weeks BT said that, "for some unknown reason that call had been erased & could not be accessed' and without proof they could not honour the agreement that I said took place. I do not like being lied to. In all fairness the last lady that I spoke to was very helpful, she apologise that there was nothing further she could do, but said that her manager has said that, in view of the phone records beening wiped off , I could end my 2 year contract without a penalty. This still does not make up for the appalling service and the fact that the BT sales are allowed to lie to you in order to get you to take out a contract. Remember this if you are thinking of joining BT/EE

I have never come across a company as bad as this. Internet frequently doesn’t work, so called engineers can never suggest why or fix the problem. Rude customer service representatives and when my contract is finally over they sting you for an extra months pay, as per terms and conditions apparently!! AVOID!!

They deleted all of my dead mums emails and photos without a warning and could not recover anything

Including concert tickets she had bought us before she died

I now am going to have enormous difficulty trying to settle everything else

BT Broadband pricing practices feel incredibly unfair. Being charged an additional £4.16 just because of the new tax year is excessive and unreasonable. It’s frustrating to feel taken advantage of like this

While I was using my BT broadband, it was okay, only massively overpriced, but I dealt with it.

When I was moving out of my property and wanting to cancel their services as they were no longer needed in my new home, oh boy, did things turn sour very quickly.

Constant bombardment of emails telling me I needed to pay this bill, that bill, this final bill, but oh wait that WASN'T the final bill, this one is, except no it isn't, there's more bills to pay apparently. I was completely bewildered.

I went on their live chat service approximately 5 or 6 different times over the course of 6 months to get them to confirm that I no longer owed them any money as I had moved out of the area at this point and was no longer using their services. Each time they told me not to worry, the bills have been paid and my account is closed.

Except it wasn't closed, and they were demanding that more bills be paid. I understandably got frustrated and this particular customer service live chat rep gave me attitude, telling me to take it up with the debt collectors instead, before cutting me off completely. I didn't bother waiting for a new rep to join the chat. Horrible.

Why lie to me and say everything has been paid when it hasn't? Why wait until debt collectors have to be notified making it so it's no longer your responsibility? Cowardly thieving behaviour. Do not bother with this company, they may be one of the big guys but their customer service is the worst I have ever seen.

Terrible as they won’t let me call them to make a complaint BT has been on its worst these days no broadband,no internet or WiFi I’ve been waiting for a week or two for an engineer to come and sort this out as they said so but guess what? NO ENGINEERS CAME!!! if I could give no stars I would but I totally recommend to leave this company they aren’t good at all BT is rigged and they are totally thief’s they take your money and provide no service!!

I signed up for BT fibre broadband over 3 months ago as an upgrade and am still waiting for it to be installed!
I have had to chase BT every step of the way - they promise someone will call with an update, and no one ever calls.
They initially stated that I would be entitled to compensation from Openreach at £6 per day, then a couple of months later said I would not be. Then I threatened to cancel and go elsewhere with standard copper broadband, so they decided that I am now entitled to it, and am in line to receive several hundred pounds. Obviously I remained with them as at least I would get compensated - which I would not be eligible for if I left (and surely the prospect of having to pay would provide incentive to get it done quicker). However, today they tell me that I am entitled to nothing and I will just have to wait.
I have tried to make numerous complaints, but they never call back so that I can do so.
I have never had such a bad service. Waiting for a quarter of a year for something which should take 2 weeks, whilst keeping me in my old overpriced contract, waving a compensation carrot at me to ensure I don't just go elsewhere, then telling me that it was all lies to string me along!!!!

I will never use bt again,while my wife is battling cancer the sent me a letter threatening me to send bailiffs buscuse I never had time to send back there equipment on time as I had finished my contract I phone but they did not care,greed greed greed ......shame on them

Terrible customer service during time with BT, even worse after. Expensive for what services you get. Their bt boxes and cheap & nasty. So slow to respond and difficult to navigate. Once a company to be trusted, now a giant pain to be avoided.

Try to call this company and the first thing their recorded message tells you is that they are committed to provide excellent customer service. The second thing is that all their lines are busy and they hope to answer within 20 minutes and then play dreadful distorted music that I absolutely do not want to hear. I’m sorry but I’m a customer and if you really care about me you will answer my call promptly and not give me the impression that you think that my time is of no importance. But this has been happening for years without any change so they obviously don’t care. At least they’ve stopped blaming COVID.

I would give zero stars if it were possible.
ABSOLUTE JOKE of a company! I can’t be bothered to describe the 7 weeks of issues I’ve had and the hours spent on the phone to BT, because I’ve already wasted yours of my life on them. Basically they are liars and they never do what they say they’re going to do. AVOID

If only I could score you guys ZERO. This is by far the worst wifi I have ever experienced. This company should be sued as they are taking customer's money while not providing services. Signal constantly keeps dropping so the router has to be reset a couple of times a day. We have only 1.5mb/s most of the time and lucky if we ever get over 4mb/s on a good day. Absolutely shocking service. Had to use my mobile data to write this review cause my WiFi is not working.

I will be switching to Starlink as they provide 1gb per second speeds for the same price as BT is offering to give me nothing.

I switched from BT after it transpired that they had been charging me £71!! per month for broadband since I left the initial contract period (years ago). I spent hours on the phone changing to a new cheaper package with BT but then it turned out that they had cancelled my new package without telling me (reason unknown). So I switched to youfibre and then I found out there is no way to cancel my BT broadband online, so I had to phone up and was put on hold for ages. An absolute scandal.

I would score this as zero but unfortunately you can’t. Without a doubt the WORST telecoms provider in the UK for business. Mis sold a product for which BT admitted liability and have told us since June we can expect a refund and cancellation, this has still not materialised. Do not use, after sales and complaints are less than capable.

My internet and phone account was cut off 4 days early, leaving me without internet access. I'm moving home and have to move to a new provider as BT can't provide fast fibre at my new home yet. They forced me to wait for 45 minutes on the phone to request the service was shut down, and then shut it down on 3rd Mar rather than 7th Mar. This has left me unable to work, the kids do their homework, or to do all the last-minute organisation required for the move. They have no way of re-instating the connection without waiting weeks.

Two weeks ago full fibre installed which required a changed location for the modem due a two plug socket requirement. Now I have interrupted connection, poor download speeds... seems I have gone back 25years. An engineer visited following two complaining calls...nothing changes. You would not beleive how long this review took.