Hybrid and disc delivery time over ambitious. Installed hybrid myself - easy - ensure SIM carrier locked in. Overall the update from start to finish was rapid . I'm happy with the cost. Good job... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
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The operative I spoke with, Linda, could not have been more helpful. She spent ages trying to find the best package for us. She was very informative, explaining all details of package she offered. Ver... See more
Company replied
Your agent that I spoke to was extremely helpful and knowledgeable. Also - very important - the phone was answered very quickly once I got throught the 'multiple choice' bit. Even more important, Engl... See more
Company replied
Plusnet transferred us to you. Cat couldn't have been more helpful and understanding of my Mum's hearing impairment. She made everything really easy. Very professional and friendly. Thank you BT f... See more
Company replied
4.1
Great
41K reviews
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Misleading quote
I was given a quote for broadband and telephone which I accepted. Then I got a further email telling me there is an upfront additional cost of £49 not previously mentioned in any quote.
6 September 2026
Reply from BT
Hi Helen,
Thanks for taking the time to leave a review. We’re really sorry to hear that your experience hasn’t met expectations.
We’d like to understand what’s happened and see how we can help. Please give us a call on 0330 1234 150 and one of our guides will be happy to support you.
For other ways to get in touch, please visit our website: https://www.bt.com/help/contact-bt
Thanks - Jess
Kay was Fantastic!
Kay was patient, detailed and laughed at all my funny comments. Fantastic customer service. More importantly, gave me realistic advice and introduced a new product (in this case mobile service). This is why I trust BT even when I was given the option to go elsewhere.
6 September 2026
Reply from BT
I'm so pleased to hear that Kay was patient, detailed, and provided fantastic customer service. It's wonderful that you received realistic advice and were introduced to a new product. - Jess
Reply from BT
I'm really pleased to hear that you found everything so easy to understand. Thank you for sharing your positive experience with us, Richard! - Jess
Very polite and respectful
Very polite and respectful. Precious was wonderfully helpful please send her again.
4 September 2026
Reply from BT
I'm really pleased to hear that our team member was so helpful, courteous, and respectful. Thank you for sharing your positive feedback! - Jess
Further to my review of 25 August
Further to my review of 25 August, I regret to tell you that you have compounded matters , for the 3rd time, by failing to honour yet another “important” (your choice of word) appointment.! You promised to install Digital Voice on 4 September but that was also cancelled, and for the 3rd time, no one had the basic good manners to notify me. Yet another 5 hours of my time wasted.
How can you expect me to believe what you tell me ? Furthermore, what has been done re: the official complaint which I raised in mid-August? Not even an acknowledgment, let alone any remedial action.
I have spent many hours these past 3 months holding the line, listening to your music, all to no avail. When I have made contact the results are always the same ie promises made and subsequently, broken. Therefore, may I ask you to phone me? I assure you I will not keep you on hold for 30+ minutes or more. Please let us resolve this issue swiftly, by you making a rock-solid,guaranteed appointment for this (important) work to be completed. Thank you.
Wynne Davies
4 September 2026
Unprompted review
Reply from BT
Hi Wynne,
Thanks for taking the time to leave a review. We’re really sorry to hear that your experience hasn’t met expectations.
We’d like to understand what’s happened and see how we can help. Please give us a call on 0330 1234 150 and one of our guides will be happy to support you.
For other ways to get in touch, please visit our website: https://www.bt.com/help/contact-bt
Thanks - Jess
Reply from BT
Thanks for your review! We're really pleased to hear that you found the process to be so easy and straightforward. We appreciate your feedback, Kevin. - Jess
All the staff were very helpful an…
All the staff were very helpful an explained everything well.
6 September 2026
Reply from BT
I'm really pleased to hear that our guides were so helpful and explained everything so well. Thank you for your positive feedback! - Jess
I had problems with Virgin Media…
I had problems with Virgin Media transferring to BT and BT Customer Service (Scott) helped with everything.
2 September 2026
Reply from BT
I'm really happy to hear that Scott was able to assist you with your switch over. We appreciate you sharing your positive experience, Beryl! - Jess
Reply from BT
I'm so pleased to hear that you found our customer service to be pleasant and helpful. Thank you for sharing your positive feedback with us, Geoff! - Jess
Reply from BT
I'm really pleased to hear that my colleagues have been such a help when you've been in touch, Christina. Thanks for taking the time to share your feedback. - Jess
Got straight through to a lovely lady…
Got straight through to a lovely lady who was most helpful and gave us a good deal. Lovely to speak to a human.
6 September 2026
Reply from BT
I'm so pleased to hear that you had such a positive experience and that my colleague was so helpful in assisting you and providing a good deal. It's wonderful that you appreciated speaking with a human! Thanks Maureen. - Jess
Constantly on hold
Constantly on hold, unclear about my bill.
Not happy with the service at all.
6 September 2026
Reply from BT
Hi Timothy,
Thanks for taking the time to leave a review. We’re really sorry to hear that your experience hasn’t met expectations.
We’d like to understand what’s happened and see how we can help. Please give us a call on 0330 1234 150 and one of our guides will be happy to support you.
For other ways to get in touch, please visit our website: https://www.bt.com/help/contact-bt
Thanks - Jess
We treated in a friendly and very…
We treated in a friendly and very professional manner . All our questions were answered and we were reassured. Thank you.
6 September 2026
Reply from BT
I'm so pleased to hear that you were treated in a friendly and very professional manner. It's wonderful that all your questions were answered and you felt reassured. - Jess
Good and helpful staff
Very helpful staff even though I have had a few problems with the internet
3 September 2026
Reply from BT
I'm really pleased to hear that our team was so helpful, Jayne, even though you experienced some issues with the internet. Thank you for your positive feedback! - Jess
The cornish man
The cornish man i delt with he went above and beyond first class service which is unusual thees days I'm impressed
28 August 2026
Reply from BT
I'm really happy to hear my colleague provided such exceptional service! We always aim for that level of dedication. Thank you for your wonderful feedback, Alan. - Jess
Reply from BT
I'm so pleased to hear that you found our team to be understanding and that communication was great. Thank you for taking the time to share your positive feedback with us. - Jess
Just talking no to one person would…
Just talking no to one person would help instead of three
6 September 2026
Reply from BT
We understand your preference for a single point of contact, Cyril. Thanks very much for taking the time to share your feedback. - Jess
Reply from BT
Hi Fadzai,
Thanks for taking the time to leave a review. We’re really sorry to hear that your experience hasn’t met expectations.
We’d like to understand what’s happened and see how we can help. Please give us a call on 0330 1234 150 and one of our guides will be happy to support you.
For other ways to get in touch, please visit our website: https://www.bt.com/help/contact-bt
Thanks - Jess
Reply from BT
I'm really pleased to hear that you've consistently received such good service from us over many years. Thank you for sharing your positive feedback, Adrian! - Jess
The experience of BT live chat is…very very good
The experience of BT live chat is always smooth and easy to understand what is told to you.
6 September 2026
Reply from BT
I'm really pleased to hear that your experience with our live chat was so smooth and that you found the information easy to understand. Thank you for your positive feedback, Andrew! - Jess
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