BT are due to install my phone line and broadband in March, a month after I ordered and paid for it. I phoned them up to ask if there was any possibility of an earlier date. Big mistake. Now, according to BT it's either coming on the 26th because the date can't be changed, or it's not coming on the 26th unless I pay £130 because I cancelled the appointment (I didn't), or it's coming on the 10th and I need to wait for a text message confirmation of that today, or it might come on the 11th but I need to wait for a phone call to confirm that on the 7th, or my existing line (see below for more details) will be reconnected via the exchange and available for use within 48 hours and that my installation is due for review on the 13th. That's just the phone line. The broadband equipment will arrive on the 10th when the phone line is installed, or it won't arrive until the 26th regardless of the date the phone line is installed because Parcel Force have it and won't sent it out any faster, or it will arrive soon after the phone line is installed. Even better there is definitely a BT line already in my house, there is definitely not a BT line in my house AND there might be a BT line in my house but it might not be the right kind of line which means I definitely need and engineer to come around AND I definitely don't.
After having had over two years of BT phone and broadband without any issues, I decided to stay with them when I moved house. I had to agree to stay with them for another 18 months in order to get the new line installed for free. Then the problems started.
After waiting five weeks for an engineer, I finally had the line and fibre optic kit installed. Over the next few weeks I had problem after problem, ranging from snail-speed internet, to no dial tone on the phone.
Hours and hours spent on the phone, being passed around a call centre, only made the problems worse, and I got the overwhelming feeling that nobody actually knew what they were doing.
I finally got hold of the complaints team, who fixed the problem and offered £50 compensation. Great, except all the problems returned in less than two weeks! So I made a complaint to the ombudsman. Three months later the ombudsman tell me they can't do anything and that all I can do is call BT and ask them to fix the issues. Great, thanks! Like I haven't already tried that! All I can guess is that the ombudsman is getting some hefty backhanders from BT! Corporate greed and incompetence at its worst!
Tried to move from Sky and looked all great online. But the company is a shambles with too many functions passing me from one to the next none of whom can help. Empty promises. No call back. No number I can call them on. Email that doesn't work. Online help where they ignore actualy messages and respond with a "look at the website" standard response. A complaints "priority" team that think its ok to call, leave a message, and then say they'll call back at some point the same day next week.
Without doubt the worst service I have ever had from any company. How are they still in business?
The try to charge you twice be carreful ,all refunds in your bill are never and nowhere refunded.It is only in your bill and refund are going to bt staff pokets. Bt staff should speake not asian english ,we dont understand to them .Speak British language .
I have had so many problems with this company, I don't even know where to begin. Worst customer service for sure, I've been misled, lied, sometimes they even hang up on you. They all say different thing on a phone, They sold me a package with false pretence that it was just cheaper then my previews package. of course it was a lie, He just took away my free calls, and i didn't even know, so nest month I received huge amount of bill just for phone calls. Sometimes I even get quarterly bill, without asking ofcorse, instead of monthly bill, and when i call them they say sorry, nothing we can do its an error.
I have some broadband speed (I receive 0,3mb/s in place of 1,5mb/s) issue since the first day of my contract (6 months now) and since then i called them 1 or 2 times a week to try to resolve this problem. They doesn't care, don't do anything and are even rude on the phone !! I have another problem with them which is : all the bill they send me are the same each month : £0,71 Credit, but they charge a lot on my account, and when I ask for the details they answer me that they can't send them to me (!!!!). Even if my contract is not finish I'm going switching to another provider, I'm so tired to talk to incompetent and useless advisers !
Over 2 weeks ago, I decided to call up to change the account name over from my deceased mother to my name. I was told it was not possible and I would need to cancel my account and create a new one under my own name. It all went downhill from there.
I later got an email about cancellation fees and how line rental would not be refunded. So I called again to be told it is possible to change the name and was then told the order for cancelling my account and creating a new one would be cancelled.
I had 3 different people reassuring me that my account was fine and would continue as normal. However my account was still inevitably cancelled over a week after I was first told those cease line orders would be cancelled. I called repeatedly to ask why my phone line was dead when it shouldn't have been and requested that it get restored.
After talking to 27 people in total I was told my account was cancelled by mistake and could not be restored. My line for my house was reactivated under a new number with a new account which I still have no details about. I did not authorise this and was not made aware of it. I have now lost the number I have had over 20 years which I was told on Wed would get restored within 24hrs and was told the same thing Thurs and yesterday. My number actually has changed twice this week to new numbers which I wasn't aware of. My infinity which was also linked to my account is gone too and was told I would need to create a new order for it to get restored and would have to wait up to 2 weeks for an engineer to install it even though my infinity was first set up in 2011 and was working fine 4days ago.
In one phonecall which last over 2 hours, I was passed between 7 different people going from department to department, getting told that the person doesn't have sufficient access to be able to help with my problem. When I was with faults department, I got put on hold and forwarded to BT sport of all things!!! My attempts were in vain though since I was inevitably told it could not be restored.
All this because I wanted to change the name of an account. Worst customer support I have ever dealt with in my life.
I have been BT for many many years and I just do not understand why all these negative reviews on trust pilot. My phone line never goes out of service, and the broadband infinity I am on is really excellent. I think there are some issues with the BT vision box resetting itself. I used to be with sky from the early days and I remember they had problems with software on their boxes which took a while to be sorted out. I am sure BT are working on these issues. I have since given up paying the exorbitant cost of sky and now am quite satisfied with the service I get from BT at a much more reasonable price.
Been having a problem with my broadband. Didn't pay my bill so it got restricted. Straight away paid my bill but I still didn't have an internet. Called BT support, of course everyone is Indian, they've told me to wait for 48 hours as it needs time processing. Waited. Called 2 days later been transferred 3 times, then just didn't have time waiting in a queue for 20 min and asked for a call back in hour, waited and never received a call back. Got tired of it and bought a week of BT wify, thought maybe they will fix it by then. NO. They didn't even took a look at my case. Called them again, been transferred 6 times after what they hangup on me. I still dont know what to do with my internet and how to solve it, so what i will say is that never use BT ever,
I've had so many problems with BT I couldn't possible cover them all, including numerous hours spent attempting to resolve technical problems (I'm only now able to use the service by using a residential router on what is a business line). The general level of customer service is atrocious, and asking to speak to supervisors has- in my experience- resulted in even worse service.
Be EXTREMELY wary of BT extending your contracts and locking you in for as long as possible. My account was- historically- linked to a business account, and in spite of my asking to separate the two accounts, they have not (despite the fact that I receive my bills at my residential address and pay them out of my own account), they allowed a person from said business to extend my contract without my consent. They tell me that if I were to separate the new accounts this would initiate a new contractual period (24 months).
Worst of all, I will have to pay BT hundreds of pounds when I end my contract, due to the above extension.
I am not in the least surprised to see such an appallingly low average review score for this contemptible company. I will NEVER again use BT, nor even use any company that uses BT Wholesale.
BT broadband stopped working on 7 January 2014. After several phone calls, the earliest a BT engineer could come out was 10 days later to find the fault was at the local exchange. Despite calling BT several times every day, it took 28 days, yes 4 weeks, for the fault to be fixed! During this period I wrote to the UK MD who hasn't even bothered to acknowledge or reply to my letters. The total lack of customer support was dreadful. Banking and shopping online left bills unpaid and was unable to check email. BT have the cheek to advertise themselves as the best broadband supplier in the UK. What a joke!
Even though I had passed the stated term on my agreement for the service at my property they have stilled charged me an extra £30 as well as increasing my bill to £33 as opposed to £29.45/month. Plus some other charges called 'payment processing charge' which mean I have a final bill of £75...absolutely ridiculous company who do not care in the slightest about retaining a customer. Hardly surprising that everyone ends up moving on to Virgin etc...their trust pilot reviews alone are double the rating...
Shocked by BT's customer service/tactics when it came to leaving. First BT operator said they would send out MAC code in post and should arrive 5-10 days. After 2 weeks called again and I was assured MAC code was in the post. Called again after a further week and third operator left me on hold for 18mins only to tell me they would call me back - they never did. Called again to be told that MAC code could in fact be given out over the phone - not impressed. BT = expensive + dreadful customer service. Hopefully EE will be better - they are certainly more price competitive.
My limited broad band account is used for the same period every month,but every month they charge between £5 & £15 ,in December we were away for a week but they charged £26.50. My father in laws phone bill for december increased from £34 to £48. Bt have lost two good customers but they do not acre.I have gone sky unlimited phone ,broad band and line rental £20.40, time will tell
I have had intermittent boradband for around a month and on the 25th Jan it finally packed in. The homehub died but I managed to revive it and I get an internet connection for around 30 minutes on and then off for 30 minutes where the homehub needs restarting. The wifi doesnt work at all and only one ethernet port works. Tech support determined there was no fault and that wifi is not something BT guarentee, the fact that I didnt know whether my net was on over night or not meant I must have been receiving at least 60% up time and so BT refused to help. I complained and as a gesture of goodwill they said they would replace my hub. To cut a long story short I have been told it is coming on 4 occasions and each times it hasn't. I finally had enough and called to cancel my BT tonight and was told that I have to give BT a chance to fix the fault and so cannot cancel. I suggested that BT froze my account until this had all been rectified and she refused. The call centre operative seriously took a dislike to me instantly and spoke to me with absolute contempt throughout the call, she refused to put a manager on and told me there was an order on my account meaning I couldnt cancel. She eventually agreed to remove the order but now says I must wait 24 - 48 hours for the order to go off my account before I can cancel, and I need to phone back up to cancel as she cant do it for me. Terrible company, with the worst customer service I have ever dealt with. I have spoke with 6 different people and all have lied to me.
I have very recently finished my contract with BT. I was a BT customer for about 20-25 years including living with my parents. In the past we never seemed to have any problems broadband worked fine phone worked fine.I moved out got my own place continued with BT no problems. Circumstances dictated that i had to live at the in laws for a while and they had sky broadband i used it of course but felt that BT broadband was superior and to be honest i was a bit of a BT SNOB!!! When we eventually got our own place i insisted we get BT broadband paying that little extra for my peace of mind. 3 months in i get pestered into upgrading to the wonderful INFINITY!!!! Here are 3 questions i asked advisor: 1 Will my usage go up alot seeing as i will using fibre??( my average usage was around the 15-20gb per month i had a limit of 40gb) ANSWER NO SIR NOT MUCH AT ALL. Question 2:will i get fibre connected to my house and not to a box other end of street??? ANSWER YOU GET IT DIRECTLY CONNECTED TO YOUR HOUSE!! Question 3: How long will it take for you to come round and install? ANSWER 3 DAYS!!! As you can imagine all these answers were false!! It took over 3 weeks for it to be installed which was done incorrectly according to the engineer who came a second time 3 weeks later while i was being billed for over 80 gb of usage a month!!!(with a limit of 40gb every 5gb over you are charged £5) when asked to show me my usage they couldnt do that. My first 3 bills on INFINITY were over £100 my family internet habits had not changed. I then asked to make my usage unlimited to avoid all these extra charges they said no problem just sign a new 12 month contract!!(i told them to jog on) So i had to soldier on. I instructed the family to limit there downloads you tube sky on demand etc which as u can imagine didnt go down to well!!! My contract finally finished last month (YYYYYEEEEEESSSSS) with a bill of £97 for the month. I lost my job beginning of January so dont have all the funds to pay it i rang them today to make an arrangement offering half now and half end of Feb. I was REFUSED!!!! yes thats right a company refused to take my payment saying it needs to be paid in full by friday or it goes to Debt collecting agency!!!!! I have NEVER in all my life been REFUSED an offer of payment!! I was so appalled at this i did lose my rag on the phone. This company used to be an instutution it has now become a profit machine everthing is automated it takes u 5 mins just to get put on hold for 25mins to speak to a human!!! and if you dont know your telephone number(we dont have a house phone so dont use number) u r screwed!!!! final thought: British Telecom....I think not
The ombudsman aggrees that BT were entirely at fault for failing to fit a twin digital lines and a phone exchange in my business premises and then not responding to complaints. I have lost the outsourcing contract that the lines were being put in to service, and the fulltime employee I had lined up, has taken another job because I didnt have any work for him. 6 months it took to get to this point and the ombudsman says that a £200 goodwill payment is dependent on me giving up any right to get compensation for BT breaking the contract. Dont bother with the ombudsman -their average payout is £80 which clearly cant be enough to compensate for the average complaint that motivates people enough to complain to them.
Still awaiting a phone line connection and internet service 15 months later but I have just received a £600 bill and a letter from BT appointed debt collectors threatening a visit to my home!
Now being billed for a service that was never provided, chased for cancellation charges despite not cancelling, all whilst BT have said they will not discuss the matter because I have complained to the ombudsman.
On the 31st October 2012 I contacted BT and informed them that I would be moving house on the 1st November 2012 and asked for my phone line and internet to be moved as well. The lady seemed intent on selling me the infinity package and I accepted to upgrade to this.
A date was set for Dec 6th 2012 and I took a day off work and stayed in all day waiting. By 6.30 it became clear that nobody was coming. I rang BT but was given the runaround until 8.30 by wich time they promised me a call back the next day. The call back never came (it never does from BT).
I chased them for over a week and eventually they offered me a new date - Christmas eve when I was due to be out of town. They said that if I didn't take their offer they would not be able to do anything until the end of January (3 months after my order date). Anyway, it took you over 6 months and over 40 phone calls on a premium rate line for me to persuade BT to arrange to connect the broadband andphone line. This was from October 2012 - May 2013 and they continued to bill me for the phone line in my OLD residence despite not having connected my phone and not providing me an internet service in my new residence where I was now living.
I made several formal complaints to BT, the first being in February 2013 having waited 4 months for a phone line connection but they were all ignored. They ignore all complaints.
Throughout December 2012 - April 2013 they were unable to arrange a visit to connect the lines - they gave dozens of excuses for the delay, including a claim that I was in a remote area! (i am in central London). Each time I rang I had to explain everything all over again and then they would say they would call back but they never did. I wrote to them but never received a response.
They then left me a voice mail while I was abroad telling me they were going to attend in May to connect my line. I was abroad at the time, so did not pick up their message and was clearly not here in London to let in their engineer. They made no effort to agree the time of the attendance with me first.
At various times BT said they were going to waive the first 2 months or 3 months line rental for the massive inconvenience caused but none of their subsequent bills reflected that.
The phone line and infinity connection was supposed to be as a package of £80 where the phone line connection charge is included but instead they charged me for both separately coming to a total of £130. The phone line they eventually connected didn't work.
BT continued to charge me for a line rental from 31st October 2012 until 25th May 2013 despite not offering any services whatsoever.
They charged me for phone calls made on my old line after I moved out of my last property on 5th November (£130.59 and £26.88) by the new tenants that had moved in and they did not disconnect the phone line in my old property despite a written order form saying they would.
I then made a complaint to the ombudsman and in response to this BT refused to speak with me at all about my service and disconnected my broadband altogether and charged me a disconnection fee!
A preliminary investigation by the ombudsman asked for BT to pay me £100, a full refund of the excess charged by BT and a formal apology but their bill does not reflect any of this. I am also asking for costs and expenses incurred (40 phone calls to BT from my mobile in order to chase up the absent services that they had agreed). I have been obliged to use my mobile phone for international and other calls and this has added several £100s to my expenses over 15 months.
The investigation by the ombudsman is still ongoing.
Despite all this, BT refused to provide a corrected bill, did not respond to the ombudsman or to my further enquiries and my reports of a non functioning phone line. However, they did react to my complaints by then piling on a late service charge of £7.50, then £2.00 and then proceeded without warning to disconnect my broadband.
BT then added a further disconnection charge.
BT then proceeded to add more and more to the bills despite still not providing a service.
Now I have received a letter from a debt collection agency and from BT to inform me that they have added a further 25% to what BT were billing me previously for 'late payment'.
I have been extremely patient (15 months with no phone line and only 4 months with broadband). I have lost hours of time dealing with your inefficiencies and also lost business.
I am waiting to hear from the ombudsman but would warn all of you out there to avoid this draining and time wasting nightmare.