Btinternet Reviews 817

I have been a customer for many years but am now going to move to a different provider. Logging in is almost impossible with repeated requests and repeated codes they ask you for again and again. It used to be really good and have no idea how it has got so bad. Sort it out BT!

I've had BT for 6 years without any major issues but now find that I cannot access my account without setting up a second email address for 2 step verification. Called customer service and they confirmed that I did need a second email address - verification by mobile phone code wasn't possible. I manage all my other accounts - utilities, banks, etc without needing a second email address so why this?! Thankfully my contract ends next month and so I will be switching providers to a sensible one.

It's the worst email provider, I feel sorry for those that have been duped by recieving a BT email account. You cannot use BT email with you devices email app client. Its unusable I would never use it.

Could i give no stars? I wish I'd read these comments before signing up for BT internet. After a month of no progress I made an official complaint which is clearly outsourced abroad. It's a complete joke. It seems there is no accurate record keeping, one tells me an engineer is booked, another says there's no record of it. I get a text on the 23rd, telling me an engineer is coming on the 20th. About four engineer visits later we have determined a completely new line has to be installed (i told them that at the start) but BT called me today to ask if my internet was now working okay. Give me strength.

Awkward & time consuming communications with company-re installation of upgrade (not yet fully installed) Too much admin required of customers. BT told us in writing that we dont need to return the hub (using same one) but then whilst the upgrade was only partially installed BT warned us that we have to return the kit within a period of time or be charged. What is 'the kit?'. The installation isn't even complete. (This is 2nd matter). No simple way to ask for clarification, failed communication attempts, just lots of offers for more info not relevant to the specific problem.
The installation so far, by Quinn(Shawn) was extremely professional in the work done to date, in manners, and communicated clearly.

Ee change makes for even more confusion

I cancelled a direct debit with BT but they never notified Sky so consequently I was without Broadband for eight days. Disgusting service. Every time I try to talk to BT I get so far and then the phone goes dead!! Is this normal. Are they that worried about their services that they can’t talk to people.

Please just sort this issue out. No matter how I try to open my emails I'm stuck in a loop. This isn't a new problem, it's been going on for months. Very frustrating and still not working. Come on BTinternet, surely you can do better than this.

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.