Reviewers show a clear pattern of service and communication problems: repeated outages, missed installation dates and frequent missed call‑backs. Billing and contract disputes recur in many reports, including unexpected charges and difficulties getting corrections. A minority of reviews describe positive retail experiences—easy ordering, prompt delivery and helpful staff—so experiences appear mixed by case. If you depend on consistent phone or broadband availability, check contract terms, request written confirmation of installation dates and keep detailed records of calls and correspondence before committing.
Examples from available reviews (Apr 2012 – Feb 2026).
Positive shopping experience with helpful staff and prompt delivery.
“goods arrived promptly in great condition”
Mistake left them without phone or internet for nearly a month.
“Left us with no phone or internet for nearly a month”
Contract renewal errors caused broadband disconnection and poor communication.
“VERY POOR communication.”
Installation errors and poor support left business services unusable for months.
“They installed a residential package instead of a business one!”
Most reviewers describe repeated service failures: long outages, missed activations and implementation errors that disrupted business operations and required lengthy follow-ups.
Several reviews report billing errors, unexpected charges and frustration over perceived overpricing or pressured contract terms during resolution of faults.
Users commonly report poor account and ordering experiences: long waits, repeated transfers between teams, missed callbacks and slow problem resolution.
A small number of reviews mention hardware problems: handset or router faults and difficulties getting replacement kit registered or working as expected.
Communication failures recur: promised call‑backs not made, poor internal handovers between teams and unclear updates during installation or outage incidents.
Overall reviewer sentiment is negative: many say they would not renew or would avoid the provider, citing reliability, billing and support problems.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (24) · Reviewcentre (10) · Reviews (3) · Reviews (1) · Quotes shortened · As of: February 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 is the UK-facing business sales channel of BT Group, supplying business broadband, landline, mobile services and IT hardware to small and medium enterprises. The channel typically handles contract-based telecoms, installations and direct product sales to business customers. People searching reviews for BT Business Direct commonly look for information on reliability, installation times, billing and customer support.