Several reviews describe long service outages that left businesses without phone or internet. Many customers say fault reports led to poor handling and repeated transfers between teams. A smaller number mention on-time deliveries and helpful staff. Several accounts also point to billing and contract mistakes.
Examples from available reviews (Apr 2012 – Mar 2026).
Mistake left them without phone or internet for nearly a month.
“Left us with no phone or internet for nearly a month”
Multiple contact attempts failed; no response about contract renewal.
“No-one even gets in touch!!”
They overbilled and failed to take responsibility for implementation issues.
“We have been overbilled for old services that we upgraded”
Consistently on-time delivery and good communication about back orders.
“Brilliant on time delivery”
Many reviewers describe interruptions during porting and installation. They report outages lasting from several days to several weeks, plus incorrect installs that left business services unusable. Fewer reviews mention on-time deliveries and effective help in person.
Several complaints mention overbilling, duplicate late fees, and pressure to sign higher-priced contracts after faults. A few reviews report successful price matching or receiving goods at the expected price. Billing issues come up repeatedly alongside service failures.
Many customers describe long waits, rude or unhelpful agents, and stressful calls. Some reviewers report quick, polite support and straightforward purchases. Positive experiences appear less often than accounts of frustration and stress.
Hardware problems appear, but less often than service or communication issues. Customers mention new handsets arriving unregistered and items failing soon after delivery. Several reviews also describe late or missing deliveries that reduced product availability.
Many reviews describe poor communication, such as unanswered emails, no access to managers, and being passed between teams. Some reviewers also mention misleading warnings linked to renewals. A smaller number praise clear updates on back orders and delivery times.
Reviews split between long outages with poor support and isolated reports of reliable delivery and helpful staff. Most feedback points to unresolved faults and inconsistent handling when customers try to make contact. Positive comments exist, but they are noticeably fewer.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (24) · Reviewcentre (10) · Reviews (3) · Reviews (1) · Quotes shortened · As of: March 2026
BT cut phone lines during porting and took long to resolve.
“On the day of the switchover, BT cut everything off.”
Three week wait for an engineer caused frustration.
“A 3 week wait for an engineer !!! FFS”
They used scare tactics and misleading warnings to force renewals.
“They just lie to junior staff trying to scare people”
Torrecit provided attentive, effective help recovering funds after fraud.
“Their dedication, constant contact, and observable outcomes made a difficult task bearable.”
Reviewer states the service was terrible.
“Terrible service”
Switched provider; broadband works but phone service did not.
“Broadband ok, but no phone, how fecking hard is it?”
Mistake left them without phone or internet for nearly a month.
“Left us with no phone or internet for nearly a month”
Multiple contact attempts failed; no response about contract renewal.
“No-one even gets in touch!!”
Could not resolve a billing issue or speak to a manager.
“none of the staff will let me talk to a manager.”
Phone line stopped working and remained unresolved for several days.
“DAY 5 STILL NO BT PHONE SERVICE IN OR OUT.”
Repeatedly passed between teams and found the company unreliable.
“Pased back and fourth between teams.”
They overbilled and failed to take responsibility for implementation issues.
“We have been overbilled for old services that we upgraded”
Contract renewal errors caused broadband disconnection and poor communication.
“VERY POOR communication.”
Landline still non-working four weeks after contract, causing lost orders.
“And still land line doesn’t work”
Bank transfer disrupted direct debit and BT charged late payment fees.
“they want 2 X £40 "late payment" charges”
Transfer to business account was chaotic with poor interdepartmental communication.
“one department does not speak to another department.”
Phone line ceased by error and they demanded an overpriced new contract.
“I need to sign a new 5 years contract with three times price higher than before.”
Long wait and rude agents performing minimal help.
“30 minutes wait time.”
New customer experienced rudeness, incompetence, and deception.
“has had nothing but rudeness, stress, incompetence, lies and deception”
Mobile service failed nearly a month and broadband was wrongly cut.
“mobile phone did not work for nearly a month”
Cancelled service yet repeatedly billed and faced poor customer support.
“So billed us for that”
New handsets arrived but weren't registered and support did not resolve.
“they wont work as they're not registered”
Installation errors and poor support left business services unusable for months.
“They installed a residential package instead of a business one!”
Switched providers but incoming calls failed since May and remain unresolved.
“since then we have not had a phone that will take incoming phone calls”
Torrecit traced blockchain transactions and effectively helped recover funds.
“Their ability to trace the movement of funds through blockchain networks”
I recently had the pleasure of shopping at BT Business Direct, and I couldn't be happier with their service. They truly are a one-stop-shop for all your IT hardware, software, and support needs.
Their website was easy to navigate and offered an extensive selection of products ranging from PCs and laptops to networking equipment, servers, storage devices, software licensing options and more - all at competitive prices. The checkout process was straightforward with multiple payment options available.
One thing that stood out to me was their knowledgeable customer service team. When I needed assistance in selecting a product suitable for my business needs or clarification on specific features of certain items I planned on purchasing; they handled my questions professionally offering helpful advice while making it clear they genuinely cared about meeting my IT requirements.
Finally, the delivery time was impressive; goods arrived promptly in great condition well-packed at our doorstep without any issues.
Overall BT Business Direct exceeded expectations every step of the way! So why not give them a try if you have any computing-related needs? You won’t regret it!
Ordered item marked in stock but arrived four months later and couldn't return.
“The order arrived 4 MONTHS later!”
Staff matched the price despite not having original item in stock.
“they let me have it for the same price as the original one”
Cancelled order but was later told cancellation wasn't permitted.
“I am being told I can not cancel this order”
Long-term customer now will stop purchasing from BT.
“I will not even be doing that anymore.”
Reviewer accuses BT of poor service, bullying and inconsistent responses.
“They bully you and always give you a different story”
Service repeatedly fails and requires basic troubleshooting without lasting fix.
“It simply doesn't work for long.”
Paid for next-day delivery but item never arrived and customer service failed.
“Still no PC in sight and they have taken £600 for my account.”
Customer sought to buy headsets for BT Featureline phones.
“I went to BT Business Direct to buy some headsets to use with them.”
Customer service ignores emails and website stock levels are inaccurate.
“Customer services won't even bother to answer your emails”
Consistently on-time delivery and good communication about back orders.
“Brilliant on time delivery”
Items advertised as in stock were unavailable despite paying for express delivery.
“B.T advertise items as in stock when they don't have them.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
BT Business Direct sells telecoms and IT products to UK businesses. It offers business broadband, landlines and VoIP, hosted telephony, routers, handsets, and accessories. Customers can buy online or through business sales teams, with options for installation and technical support. BT Business Direct is a trading channel within the wider BT Group, serving small and medium firms as well as larger corporate customers.