BT reviews

BT reviews

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Bt stealing money from you,be carreful.

They say your money are refunded but if I ask where it is gonne be refunded or where they will send money,they say no money will be send anywhere.The refund is only on the bill and they chargge you twice so the refund they can take from you which is thougt they steal it from you so just watch your every single bill.
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AWFUL customer service from BT. AVOID!!

WOW.

What an awful company.

I switched over from Sky Broadband last May '13, as the current infrastructure only offered me up to 2Mbps, in reality it was only 0.7Mbps.

BT had a fibre backbone, so could offer much higher speeds. I clocked it at around 79Mbps once it was installed!!

After 2 missed appointments, and 2 days off work on my part, I finally had it installed.

As a goodwill gesture for wasting my time, the guy on the phone offered me my first 3 months free, which I agreed was acceptable.

After 3 months I got a huge bill for around £190. So I called their ridiculous phone system, and on the 3rd or 4th try managed to speak to a human being

They denied all knowledge of this promise of 3 months free, and I urged them to listen back to the phone call as I would like the goodwill gesture that I was offered. They said they would listen to the call, and call me back within 7 working days. 7 days passed, no phone call. I called again (through THAT phone system) and asked why I hadn't received a call. No knowledge of the request. Great. Apologies, blah blah, they will call me back within 48 hours. No call.

After a few calls on different days, trying to get somewhere, I gave up hope. Very angry at this point.

Then I had a moment of madness and decided to email Mr Ian Livingston.

He replied back within about 20mins saying he was very sorry and would pass my details onto a 'top level customer service manager' - sounded promising.

Sure enough, the next day I had a call from a nice, apologetic lady. She said she was sorry I've had such a bad start with BT, and that she didn't need to listen to the original call. She will refund all the charges so far, including the late payment fees (I refused to pay a penny until it was resolved).

So, as of 1st October 2013, I was about £4 in credit. Wonderful result!!

Alas, it has gone downhill from there.

My standard month bill is £41.45, Infinity 2 + line rental.

I don't have a phone connected to the phone line, and BT Infinity 2 is unlimited - so I know what my bill will be each and every month.

Unfortunately the BT computer system doesn't see it this way.

I had a letter saying "You are using more than you should, so we are increasing your monthly payment to £70 to cover this".

I was furious.

Every month I call them, speak to managers, other staff, explain the whole story time and time again. I have been on the phone for 2hrs more than once and haven't got anywhere. I was told that would stop taking the £70 every month, and reduce it back to what it should be. But they still refused to refund the amount I had overpaid up until that point. The next month (Jan '14), they take another £70. I couldn't believe it.

Again in Feb '14 they took another £70.

They have taken a total of £350 over the last 5 months (5 x £70), instead of £207.25 (5 x £41.45).
So I figured they owe me £142.75. They refute this.

Another thing is they generate a quarterly bill, which I wasn't told when I entered into a contract. I am also on what they call 'Monthly Billing' as opposed to a standard Direct Debit, all because I wanted the DD to exit my account on a specific date. This practice is standard in the 'Utilities Industry', apparently. Which is funny because I don't have this problem with my gas and electricity providers.
By having a 'Monthly Plan' (they tell me) that the amount can be adjusted by them each month as they see fit. BS.

All I wanted was a bill each month for my usage. Whether that's in advance or not, I don't really care, because I KNOW what that bill will be because I CAN'T go over my allowances due to it being unlimited and not having a phone connected.

I had my latest call about a week ago, and after 2 hrs I asked to speak to the cancellation department. After another lengthy hold, and explaining the whole story AGAIN, the adviser said I couldn't cancel as there was an outstanding debt on the account and I need to speak to billing first. I was furious.

An outstanding balance?? When I am owed over £140??? I couldn't believe it.

Again I was put on hold, back to billing. On hold waiting for a manager... Explain the whole story YET AGAIN... Either he hangs up or we get cut off.

.........

Speechless.

So, I'm still at odds as to what to do.
No matter how many times I speak to them, or who I speak to, I never seem to get anywhere.
Heaven knows how much time and money I have spent calling them from my mobile.

To add insult to injury, Sky released their own fibre service about 2 months into my BT contract.

On another note, 3 weeks ago some nice person decided to crash their car into the green BT node at the end of the street, severing internet and phone connections to my whole street. This is not BT's fault I know, but it took around 2 weeks to fix, with no email or phone call to apologise. I called them to ask why I very rarely saw an Openreach engineer at the crash site. They said they would look into it...

Internet is back now, so I'm expecting a refund for the 2 weeks I had no Infinity 2. What do you think my chances are?

Many promises broken, many payments taken. I'm sure if this was the other way around I would have someone on my doorstep asking for the money.

AVOID and save yourself the time, hassle and stress related to dealing with such an awful company.
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Terrible Customer Service

I can't go into it all but I have never had such a bad experience as I have just had with BT Customer Service - the operator didn't have a clue what I was talking about - she didn't know her products and I wasted 38 minutes of my life and still don't know if the incorrect add on's on my bill have been taken off - I thought it was British Telecom - they need to employ customer service people in the UK so I can at least understand them and them me! grrrrrr
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Very poor customer service and unreliable connection.

My broadband goes down at least a couple of times a day, often more. I'm a former computer support engineer, so I know that it's not a fault at my end. Contacting BT to report a fault is next to impossible and call centre staff, although polite enough, are no help at all. My wife has taken to sending a text every time that we lose our connection to say that she wants to cancel our contract because they are in breach of it by not providing an acceptable service. She's sent a lot of messages and has had not a single reply. This is a company that loses interest in you as a customer the moment you take a contract with them. I'll be leaving them as soon as possible.
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The worst automated system I've ever encountered

The ( new?) BT automated system is terrible when you want to make an inquiry outside the offered options. It is almost impossible to speak to someone based in the UK without researching online for a number to call, If you do manage to hack your way through the jungle of options to eventually find yourself speaking to someone they will invariably be unable to understand you, or you them, as the amount of background noise in their call centers is very intrusive and much worse than you would anticipate from a telecoms company, and their command of English is often poor. The length of time waiting for anyone at all to answer is tediously long. Yesterday while trying to sort out a fairly mundane inquiry I visited The Philippines, India twice, and the UK twice, spending an hour and a half in total attempting to resolve a simple issue. Awful. awful service.
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Worst customer service

It's taken me three months of calls amounting to about 6 hours to mostly Indian call centers who don't understand or care for me or my problems. I struggled to have calls escalated to a manager being told they could not do that. I was told 6 separate and completely different reasons why my line couldn't be set up.
When my line was finally installed I had another month of calls trying to get them to set up my internet, getting another range of reasons including 'we have no phone line' (despite calling them from it), 'we have no address' (despite them mailing us), 'there is nothing wrong' and 'you can't have internet where you are' (within a mile of Edinburgh city center. Horrible customer service.
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BT Vision

Terrible service from BT. Signed up with them over 6 months ago and never got the channels I paid for so didn't pay my bill. Now I've been cut off completely and they are threatening to pass it to debt collection. Keep ringing and saying that if they connect the service then I will pay the bill but computer says no! Arrrrrahhhhhh
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UK BASED CALL CENTRES PLEASE!!!!!!!

I can imagine that BT are rolling in the dosh - they must save millions on customer service, as what they have is terrible! You'd be better off asking your pet dog to offer you advice...the calls are scripted, difficult to understand and INFURIATING at times!
Whilst the broadband is fast and the router excellent, the customer service is a huge let down.

My BT experience has taught me that providers who offer UK based customer service are the ones to look out for!!!
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Review by confirmed purchaser

Two bad experiences in one day - the first involving four calls to install BT Sport, the second requiring two calls to check a fault on my mother's phone line.

Simply dreadful. I wanted to purchase BT Sport on my Sky TV. The automated service options all required entering a BT number, which I don't have. I was then re routed through various departments and had to call back four times to resolve the order. Was told the channel would be activated immediately on placing the order. Was subsequently told it could take up to 24 hours. Was told on another call that an incorrect viewing card was on the order. Rang back and was told the viewing card was correct. By the time the channel was up and running I'd missed the event that I wanted to watch. I also think the advertising of the channel is misleading - no mention of an extra charge for HD or a hefty activation charge. Later in the day I reported a possible fault on my 87 year old mother's phone line. Was told I'd be rung back once checks had been made. No call back was received and I had to ring again. Overall a simply awful and frustrating experience. Not impressed as a customer or shareholder. Certainly wouldn't recommend to anyone.
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Why oh why in India!!!

All I can say to keep it short and clean:
both my business address and home address was a new build. Took me 8 months to get a phone line in my work address with countless hours on hold with their TERRIBLE Indian based customer service. They just don't understand ANYTHING I say to them. Then with my home address, they've sent out almost 10 different engineers (not exaggerating) all to do the same thing, install the telephone line that does not yet exist. I tell them each time "You need to dig up the road to give me the phone line!!!" and yet the next time the next engineer comes out to do the same thing. Unbelievable.
When I finally got round to dealing with someone from England who understood English, they told me 'yeah the engineer will be round to install the phone line on this date". I said "Is that to dig up the road and give me a line?" they said "no...haven't you got a line yet?". I said "just look at your screen, all those previous engineers, what did they report?". She goes away for a bit then comes back and says "sorry sir, I've really got an embarrassing thing to say...the engineer who we booked to come out has to come out. Even though we know what needs to be done, if we cancel this job we will have to charge you for it. So he will have to come and do nothing and then we can book the planners to come out and dig up the road"

Whats happening in the world today??!!!

The only thing positive I can say is that before I moved home, I had infinity and it was really good. My only gripe is that they throttle the service until after 12:00am. I know this because all my downloads shoot from 500kb/s to 2.5mb/s as soon as midnight hits.
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still getting annoying calls despite promises they would be curtailed

I am very disappointed to still receive unsolicited calls not just the dreaded rubbish from Asia but many from the UK.
I registered sometime ago for the telephone preference service but it did not make a lot of difference. I fell for the BT mans sales gimmicks including his stating that they would stop nuisance calls. Well, we are still getting just as many which was part of the reason for taking out the offer.
I am happy with the download speed which is an improvement & it seems quite stable.
I do not download much only e mail & occasionally I watch I Player
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Good Service (Military Line)

I had no problems with BT. Received very good service and only minor problems with connections.

That being said, there is a dedicated BT Military line where I speak to English advisors. Just goes to show how much difference it can make as to who is on the other end of a phone. I never once phoned BT directly, I like to speak to people who I can understand and are not following a script.

I just don't understand companies who recruit or have advisors based in places like India. I would happily pay a little extra and wait longer on the phone to speak to an English person where you get much better service.
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Good service but VERY expensive

I don't think you can fault BT's customer service, or at least I can't, however, their prices are SO expensive for what you get! I'm on 10 meg broadband, and I was near my limit twice, so I called to find out how I could increase my usage allowance. I was given a price that was double what I'm paying just now, and given that I was only 4 months into a 12 month contract, I was a bit shocked to be told that I'd need to sign up for a new 18 month contract at the higher price. I declined and will more than likely switch suppliers at the end of my 12 month term. BT need to get real with their price plans!!
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BT are terrible, never again will I sign-up with BT.

Signed up on a £25 a month Internet/landline package, only to find, after going through bank statements, I'd been paying £60 a month via direct debit.
Contacted BT customer services to be told by one of BT's Indian call centre operatives the money would be refunded as it was an obvious mistake.
It never happened. After contacting BT customer services several times regarding the over charging and cancelling the direct debit facility by the way, as BT obviously can't be trusted, \i was told to ignore my next BT bill as things would have sorted themselves out by then.
That never happened either.
The next thing I knew, BT had cut me off. They also demanded a reconnection fee, although I told them I was acting on the advice of one of their operatives.

Needless to say, once my contract was up I was gone.

O2 now. Brilliant, no problems, customer services are fantastically on the ball, I'm paying what I am supposed to be paying and I'm getting over 6kb's, when with BT I'd be lucky to get anywhere close to 3kb.
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I was thinking that I am the only one with problems with BT

BT have disconnected me after one week of using the internet from BT Infinity :/ And after apart of taking from by direct debit 1084 GBP as cancelation charges, offered me reconnection after 8 WEEEKS!!!! but same time charing 99 GBP for installation of the line I already have!!!!
I were calling BT trying to get help on their facebook profile but is already 13 days from my disconnection time and things aren't moving inch forward.
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You need to speak to UK

The default helpdesk is in India, where they obviously work from a script. This means they don't listen!

After being escalated to a UK helpdesk my problem was resolved in minutes.
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Poor Service from BT Buiseness

Expected delivery as informed on Wednesday,their courier service is very poor and unreliable, wasted valuable time and didn't receive the product. Very poor service would not recommend.
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package deals?

Absoulutely Hopeless to deal with , sort any issues, or get someone to talk to who is honest, or you can understand their English?

I am in dispair at the way I am being delt with! But very strange how
they find NO trouble at taking money D.D. from my bank account.

Full of promises agreement's, but there is so much Red Tape, I feel
BT you are mentally abusing your customers.
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Expensive!!

Tried to negotiate a deal with BT, but they won't budge on their prices, shame really, I was thinking about jumping ship to them for their infinity package. Watch the competion BT they're catching you up quickly.
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Speed is poor

im on 8mb connection however the connection is sooo slow, im hard wired and i have problems with my iphone, laptop and xbox speed.

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Category

BT is ranked 19 out of 22 in the category

BT is ranked 3 out of 8 in the category Mobile Broadband

BT is ranked 174 out of 182 in the category Mobile & Internet

BT is ranked 54 out of 58 in the category Mobile Phone

BT is ranked 9 out of 13 in the category Mobile Network Provider

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