I've been lucky enough to live in Singapore, the US, Australia and the UK - and have dealt with multiple service providers in all those countries. BT's level of customer service, and their inability to let the customer communicate with the actual installation company put them on their own pedestal.
I booked a BT installation date, and was told they could come the following Tuesday, 6 days later. On late friday afternoon I had a missed call from BT and was told my order was cancelled. I called someone later that evening and was transferred 3 times over 45 minutes invested. I was told that the system can't accept bookings made less than 7 days in advance (surely the person making the booking is trained on how their system works...). However I'm told that you can't place a new order for 24 hours, but the person will call me back Saturday afternoon with a new appointment. Saturday no call. Sunday I call support again - over 40 minutes on the phone with no explanation for why my appointment is cancelled, and I'm told they will make a booking for me now. Eventually they tell me they can do 7 days from now (so now two weeks will have passed). The following day, monday, I get another text saying my appointment has been moved by a further 3 days. No explanation. I call and no one can provide a reason. Finally the enginner arrives 17 days after my initial installation request, and after about 3 hours on the phone. 2 months pass and my service stops working. I call BT (phone and broadband). Despite their 3 day service statement I'm told the next available appointment is 7 days in advance.
Overall, it seems that the company suffers from too many desks with limited responsibilities, and very little effective communication between them. In many instances I've explained for 10 minutes all of the background on my situation, and the support member says they'll explain all of that to some other desk or function that needs to be involved. The next I hear is "welcome to BT" and I invest another 15 minutes in introductory prelude. In one phone call that happened 3 times, even after I specifically ask that they provide all of this information. That's just poor laziness on the part of staff who should be removed from customer facing roles. The fact they're booking appointments for Openreach, a separate company, means there's almost never accountability when appointments are cancelled or no-shows. There is not a service culture, the company seems to know that most customers are too lazy to switch service providers. Their CEO has clearly focused on cost cutting and probably made a bad situation even worse from both a resourcing and morale standpoint. While I read various reports that "they're all just as bad" I would strongly advise people to deal with a smaller company more focused on customer satisfaction which should drive considerable market share gains over time. I'll certainly be switching to try Virgin or Sky or another when the contract is up.
I had BT Infinity installed and found my wireless printer would not respond. I am not technical when it comes to computers etc. so I went on My BT to try to find an answear. I did the online chat to be told that I would be called and passed on to the technical experts. The BT caller told me, with a very strong accent I found difficult to understand, that their department only dealt with broadband connection problems and he would give me the number of their Technical Experts who would charge me for their advice. I got nowhere explaining it was the router/equipment supplied by BT that was causing the problem and had to insist twice to speak to a manager who was equally difficult to understand and just as unhelpfull. When I asked for a phone number to make a complaint I was told "no such number exists" but that they would register my complaint. I said BT should provide free information on how to resolve this problem and that if people like myself knew of these problems in advance they would probably choose another provider. I am a stuborn, persistent person with limited technical ability but I went back to my printer and started pushing menu buttons and within 5 minutes had fixed the problem myself. Two lessons here for me 1. don't bother with BT again when this contract ends and 2 try harder myself before consulting "the experts" Request to BT, as from what has been posted online this appears to be a common problem, give free advice to customers on how to resolve this sort of problem when new BT equipment is installed.
It's not worth cataloging the sequence of errors in trying to get a phone line installed plus broadband. It ranges from getting the installation address wrong to not turning up on the agreed date and then turning up a day late without notice, and annoyed to find no-one at home. I've given up and cancelled everything - hopefully they will get that right and refund my money.
Absolute disgusted with how I've been treated by Bt, I would definitely advise people to stay well clear. My broadband got cut off and when I asked why, they said I hadn't paid my bill which clearly showed on my bank statements that I had made clear payments. I made a further payment to get reconnected as I was desperate for the Internet. I had made contact with them and all they could say is i owe a certain amount, i asked to speak to a manager but never contacted me back. One month later they decided to do it again, absolute cu***. I have now cancelled 6 months in to the contract and gone with some one else. They are now giving me a final bill of £411 quid, absolute daylight robbery. Think they broke the contract agreement first.
the agent sell something before asking my permission. i try to call last 4 weeks every time different agent answer the phone call. so start from begaining, they will say i have to listen the phone call which agent miss sell me. again waiting time.. i write to them no one bother to write me back. please please business person don't buy bt. absulately rubbish. i am moving different company.
In August this year my phone line wasn't working so I contacted BT. I went through all the checks they ask you to carry out and still no phone line so an engineers visit was arranged. At this time I was aware of another resident in the close vicinity who had also lost their phone line following a storm and torrential rain. The engineer arrived approximately five days after booking the visit and couldn't really understand what was wrong with my phone line. He ran some tests and tried a couple of things and at one point the line appeared to be working only to fail again when tested. As a last resort the engineer asked if I had any other BT sockets and I advised him we had a socket with our SKY TV. He looked at this socket and said it shouldn't have a filter on it as I now had BT Infinity. I explained that the BT Infinity engineer hadn't advised this or even checked the other socket, he then tested my phone line again and it was working. I told him the socket had been there with a filter since we moved in and that the Infinity had been fitted five months previously and that we had no problems with our phone line during that period. He actually responded by saying he didn't know if that had been the problem but my phone was working and there shouldn't be a filter on it anyway. In October, three months later a charge of £99 was added to my bill, when I queried this after going around the houses to speak to someone I spoke with a member of the Time Related Charges Team who told me that the engineers report backed up what I was telling him but that the charge would remain. I asked him how that could be when clearly the filter couldn't have been the problem because it had been there since we moved in and obviously since the Infinity had been fitted. His response was that basically they only had my word for it about the status of the equipment in my property. So not only have I been charged for something completely illogical it was also inferred that I may have been lying about my telephone equipment. Either way the customer service within BT is absolutely appalling, I was speaking to an advisor on loudspeaker in my car discussing this and at the end of the call my 13 year old daughter commented on how rude the advisor was. BT may have made a quick £99 out of me but they will lose in the long run because I certainly will not remain a customer when my current contract ends even though I have been a customer for a number of years. I t also begs the question, if sockets shouldn't have filters when Infinity is fitted why do the BT Infinity engineers not advise you of this or remove them?
Well it all went wrong from the start...............
I chose all of the options I wanted, which phone package etc (like "Line Rental Saver" and "Unlimited anytime calls". BUT neither of these came through to my actual phone setup. SO, I had to "order" them again in their system. Phone line got transferred first and with no problems or loss of service.
When it was time for the Fibre Optic broadband, I got a call from BT Outreach and agreed an appointment. When I got the confirmation e-mail, it was 7 DAYS LATER than agreed. So I phoned up and complained and my original appointment was reinstated. For some reason BT post the new router to you instead of letting the engineer bring it. Goodness only knows why. Because of the dates mess-up I noticed that my equipment was due to be delivered 7 days AFTER the engineer would call. So another long and painful phone call to get the router. BT system does not automatically ensure you get the equipment before your engineer calls!!
The good bit was the engineer did turn up on the day, was here at 8.30 and I was all up and running by 9.30. Be aware that the so called "engineers" are subcontractors and are in a rush (as they are paid by numbers), and my guy did not seem to have much knowledge of either the product or other computer matters. He just knew what wires to connect!
Now I wish it ended there, but alas not. My first phone bill was fine, but the second had reverted me to BT's standard plan, so I was charged again for my daytime calls. I tried to use their "Chat" which was tortuous and obviously in India. They repeatedly gave me answers to questions I was not asking. In the end another long call was made and my "Anytime" plan was restored.
I then had to make a further call to get a refund. Another long wait, but they did eventually agree with me - though it took some persuasion - that they had messed it up, not me. I now have my refund confirmed in an e-mail.
It's OK for me as I am retired and have the time, but it has taken me endless calls to sort out what in essence is their daily work, so they should be much better at it. The moral of the story is that the product is good - getting 38Mbs instead of Virgin's 3.5Mbs if I was lucky! But be prepared to spend some time to get what you want.
One final thing. I was attracted by the offer of a Sainsbury's voucher. Well I find you must "apply" for this on the website. It says it will take up to 45 days! My 45 are up in 2 days time and no sign or any confirmation. My next battle I guess!
It took BT 2 months to set up a line and broadband in my house which is in the main street of a town with the BT Service Connection Centre less than 1/4 mile away. I have had a poor broadband signal for the last 2 days and there is no easy way to find out if there is an area fault. Also when I did call the centre they said there was no fault and/or it has been fixed but my upload/download rate is at a max of 15kb/sec so this is clearly not fixed. How do you now go about fixing something which they say is fixed?
The staff was definitely from an indian call centre and said he has run test but I can't see how they can fix something without coming out and checking the line in person.
I'm not happy with BT they have never shown good customer service and it is very difficult to find the right contact number to even talk about a fault.
I have been trying to get BT faster broadband now for 20 days. 4 people have promised to phone me at a specified date and time. They must have all gone sick as no one has. I have even been told 'I need to speak to a colleague' and then been cut off. The lady could have phoned me straight back if it was an accident, she had my details on screen. It seems BT really couldn't care less and I'm stuck with 0.65 Mbps download at full price until they deem to let me spend more money boosting their profits. If only one could speak to someone with clout and the integrity to do as they promise.
I realise that others have had a different experience to me but you can only report your own experience. I have had BT broadband going back to the days of dialup and have had very few problems over the years. Technically their Infinity Broadband is spot on, I was promised a speed of 65mBits/s but it regularly hits nearly 80 download and 17mbits/s upload. The Homehub 5 is a good quality stable piece of kit that has none of the regular reboot problems of earlier routers. My only criticism is that if you need to talk to customer services you know you are in for a 30 minute call by the time you have got through to the correct dept and dealt with the issue. I'm not saying I have never had a problem but when I have it has always been resolved satisfactorily.
Just one mistake after another. You phone up to cancel your broadband, they cancel your phone. You arrange an engineer, take off half a day, they don't turn up with the right equipment. They book appointments without telling you, so you can't be there. They tell you it's sorted and it's not, so you phone again and they tell you it's sorted, but it's not. Again and again. I could go on and on but it just gets boring so I will just say if you expect anything like a service, don't go with these people.
At the moment I am being charged a really high price for broadband, twice as much as anything else. I an locked into it for 2 years, when asked to change , they declined. a communication company with poor communication and support for its customers.
Broadband slow as hell. I got 2KB/s download speed during peak time with my 20Mb unlimited broadband. And they said I can view BT sport for free but I can NEVER login to my account no matter how many times I reset my password. Totally bul***it!!!
We have been trying to contact BT to sort out our broadband problem there is almost one week. We have been asking them to send us a engeneering support at least but no answer at all. Their call center seems to be based abroad. BT web site does not display e-mail and the call center do not inform the e-mail even under request. It looks like they are avoiding compromise themselfes with customers issue by hiding information that should be accessible with easy. They are a on line base company to provide technology / internet but does not have a e-mail contact? Does it make any sense for you? Not for us. I wonder they must have some obligation to fulfill under the law and I do not feel it like a normal procedure. We are going to leave BT ASAP. We do not recommend BT at all.
Not worth a single star, customer services cant speak clear english very rude...and as for the 30 day liability charge my contract had ended nearly a year earlier before I switched to virgin so they can threaten me with debt collectors all they like as it will cost them more as they'll never see a penny of this obsurd charge from me!...ps yous only have a star cause I had to tick, at least 1 to post!!!
I took out an order with BT on the 19th of September, 2013. Unlimited Phone Anytime, Inifinity 2, TV Essential Extra, Line Rental Saver and other bits and bobs. This has turned out to be the worst decision I've ever made - considering I will be spending £thousands over the next couple of years with them - I have experienced the worst customer service ever. It's actually prompted me to write my first EVER company review. 1. My family have had a BT line forever! I said to them this new order must be in my name (as my mum has passed) despite making this clear - everything is coming in my mum's name - including the deliveries. (incredibly hard to collect my items from the Post Office - home hub, YouView box etc). 2. They are constantly messing with my engineer appointments - they promise (over the phone) that they've corrected the dates but when I track my order - it's back on dates when I will be at work. They lie over the phone A LOT and beg you to give them positive feedback after the call has ended (useless call centre abroad). 3. I have tried to email dozens of times using their online contact forms to try and resolve the numerous issues I've encountered with my order - nobody has EVER personally replied - they just copy+paste generic template responses - telling me here's a: "list of FAQs about BT Sport - we hope this answers your questions" ...I couldn't give a monkey's about BT Sport - the responses aren't even relevant to the questions I'm asking. 4. My phone line is still dead. I'm practically BEGGING them to look into this for me but nobody is listening. I can still receive calls but can't dial out. They send me an email saying they "hope I'm enjoying my Unlimited Anytime Calls package" ...I'm not. Because it doesn't exist. They said my phone package & Line Rental Saver started on the 24th of September so essentially I'm paying for NOTHING. I don't know if this is some sort of call barring or something? Nonetheless, I can't discuss it because I'm not the account-holder. What am I to do? Tell them to perform a séance? 5. My Direct Debits are the wrong amounts. The start dates are wrong - why should I pay for a service they aren't providing? The account name is wrong. I can't get the online offers despite it being their website that had technical problems (they promised I would get them over the phone). I can't fix anything because it's not in my name. Nobody replies. 6. I sent an email telling them (within the cooling off period) that I wanted to CANCEL EVERYTHING if they don't correct the mistakes they've made and REFUND me every penny too (an email was sent so there's a record of this) so I'm well within my rights to take them to small claims court. Which I will do if they don't sort this flippin' mess out. AVOID AVOID AVOID. It's not worth the stress people!
Waiting here now on 4th appointment for BT to install infinity. Ordered 6 weeks ago, three previous appointments they did not show up. countless hours spent on phone holding for sales team to arrange appointments and tell me things i already know. Got a nerve to call themselves British Telecom! . oh and time slot was 8am-1pm today, its now past 1pm so i'll add this to my collection of no shows from BT. Your whole company is flawed from ground up. Please rename yourselves to something more suited, maybe "No show telecom" "useless assistance telecom" "even talk talk are better than us telecom"...
Ordered a broadband package, was assured it would be activated by midnight on the 4th Oct 2013. The 4th came and went, still no broadband. Phoned the Mumbai, New Delhi (wherever) Contact centre. The first advisor left me on hold for over 20 mins because he simply did not want to deal with a difficult enquiry and eventually cut me off. The second advisor on the 5th promised me the broadband would be on by midnight on the 5th and promised me a callback from a manager regarding my brand new horrific, first time customer experience with BT. Hence, no Callback and no broadband. Phoned again on the 6th, still no broadband. I got hold off the managing Directors Email (firstname.lastname@example.org) and sent him a detailed account of what had been happening, he had a nice guy call me but he could not sort this out and advised me broadband order had not been passed to the relevant team and now it could not be witched on until 9th Oct. Another call from another advisor in India who promised to pass me through to a manager and give me compensation, whilst transferring me, would you believe it, CUT OFF AGAIN. I have now emailed Managing Director again and told him to cancel entire order. GO ELSEWHERE for your broadband. BT is appauling.
BT management apparently decided it would be a good idea to bring forward the payment dates for everybody's monthly bills. As a result, this month we had a payment taken at the beginning of the month and then another at the end of the month - just before payday. Now, it's not really that critical for us, but for customers on a low income, this sort of money grabbing will cause problems with people having to find money for two months bills out of the same months pay.. On speaking with BT, there is nothing on offer except an apology. BT management evidently think it's fine to grab everyone's payments earlier - ironically the same month tell us all about the upcoming price increases. Nice touch!