Review Time
After almost 3 weeks with appointments being booked and no one turning up, I put a review on here. I had given up hope of ever getting this resolved. Following the review I was promptly contacted by Stuart, he said someone would be appointed to deal with my complaint which I was the next day. Aimie listened and sympathised with the very stressful and frustrating time I had where I felt like no one understood the frustration of calling everyday, getting a new appointment and it failing again, not to mention the impact on my business. Cannot rate highly enough Stuart and Aimie for their professionalism. Would also like to thank Kamil in the Dundee call centre who completely took ownership and kept me informed and was the only call handler who managed to get an engineer to me. Some recognition should be given for his effort I. Helping me. Happy with my outcome but booking an engineer to come and fix a fault should not be this difficult BT. Hands down the most stressful and frustrating situation I’ve had to deal with since opening my business. Clearly training in call centres out with the UK needs stepped up. Thankfully a happy outcome.
BEWARE OF THIS COMPANY; a salesperson obtained our number from another provider and made a cold call, promoting their broadband service and claiming they were now equivalent to that provider. Little did we realize that as business customers, we wouldn’t receive the same protections as residential customers and would be locked into a 3-YEAR contract! Since the switch 10 days ago, we've been without internet for six days. Frustrated with this poor service (why must outages be reported ONLINE?!), we attempted to cancel the contract and return to our previous provider, but they demand £600 to do so. No internet, terrible customer service, and outrageous exit fees—this feels like a scam.
I have been a customer since 2022/2023. After moving on 1 August 2025, the company failed to provide any functioning broadband service at my new address. As of December 2025, five months later, the service is still unavailable. During this time, I have reached out to the company multiple times to resolve the issue. Each time, I was assured that it would be fixed within a certain timeframe, but none of these promises have led to a working service, nor have I received any clear explanation or lasting solution. Despite not receiving any service since my move, I have been charged in full each month. These charges have persisted on my account despite numerous attempts to dispute them. Billing for a service that has never been delivered is unreasonable and represents a clear breach of contract under consumer protection laws, which mandate that services be provided with due care, within a reasonable timeframe, and as advertised. The communication from the company has been inconsistent, unclear, and often contradictory. I have been given repeated timelines for resolution that have been ignored, with no proactive follow-up or accountability shown. The combination of lack of service, transparency issues, and ongoing billing for a product not delivered reflects a significant failure on the part of the company. Based on my experience, I strongly urge potential customers to be cautious. Until the company can fulfill the service I am paying for and rectify the months of charges for a service that has never been provided, I cannot recommend them.
Correcting billing errors with the company feels like a never-ending process. The last representative I spoke to disconnected the call, which was incredibly frustrating. The service has been disappointing, and they seem unwilling to acknowledge their ongoing mistakes.
This is an update to my previous review. I received an email from customer support regarding my complaint, shockingly with no apology for the poor service I experienced. Then, I woke up to find that a billing account was set up for me, despite my service cancellation. I've made multiple attempts to access this account, all unsuccessful. I urgently need someone to contact me.
Claim your business profile now and gain access to all features and respond to customer reviews.
BT is a leading provider of complete business solutions from broadband and connectivity, through to security and networking for businesses in the UK and across 180 countries globally.
Whatever your business, we've got your back with unmatched reliability and dedicated support.
For customer support, reach out to us on X: @BTBusinessCare
