I recently signed up to a broadband and phone package as had problems with sky. BT offered line rental at 15£ a month with broadband free for 6 months.then it becomes 18£. So 33£ together. I reconsidered after this and phoned to cancel. They offered me the same but broadband at 12£ and when fibre optic broadband goes live in August it would cost no more. So decided to stay. I asked as deal had changed, for BT to send me confirmation by email as my preference for contact. I recieved no email. After a week I phoned up and and found that my email address was nowhere near what I had told them.they even had a different name on my email address!! They asked ME what deal I was on!!!! Turns out that the 12£ broadband isn't unlimited.i was not made aware of this at the time I was offered new deal!! I got out on hold after I told them this wasn't on. I am self employed and would never have taken anything other than unlimited. After 30 mins on hold, I get told my broadband is £11.10. But I don't get 6 months free, has a capped usage and fibre optic broadband might cost me more when it goes live.So have to pay 11.10£ plus 15£ for my line rental from the start to end of 18 month contract. From start to finish BT has been a nightmare. Their customer service was next to useless. I have now gone back to sky who have been brilliant. I will never recommend BT and definately will never use them again. I am just greatful I found out how bad they are before I got connected and caught inside a contract.
Paul Davies found this review useful
I have had so many problems with BT, every time their customer service is a complete let down. I have lost track of the number of hours wasted...and thats just getting through to someone who speaks english. I have had mess up with orders, incorrect bills, charged for services already cancelled, misold products, it just goes on and on. Sort your act out BT!!!
Paul Davies found this review useful
I signed up for BT Broadband based on their reputation, as well as their catchy TV ads and the fact i'd never had trouble with my BT landline, even though they weren't the cheapest. From the start things were bad. The Broadband came and went, and i was introduced to their utterly confusing Customer service set-up. I was passed about from one person to another. I'd talk to someone in Doncaster (i think), then someone in Asia and they never had the same information. In all 5 engineers visited my home but none really seemed interested. The last one to visit couldn't get any braodband signal at all but actually asked me "do you want me get someone else to give it a go?" - as i was paying for the service by direct debit each month i thought that would be self-explanatory!! Eventually i thought, enough is enough, and tried to get out of the contract. As five different engineers couldn't get it working (no broadband at all for around 2-months) i thought that would be easy. Talking to a chap in India he did a 5-minute check and said "your broadband is fine"!! The blue light was flashing & 5 engineers couldn't get it working, but here was a colleague of theirs in India telling me it was fine!! After several letters i did get out of the contract. They charged me a 'cancellation fee' but later refunded that, after yet another letter. In a nutshell, if things go well i've no doubt the product is fine, but if you do have problems ( i must basically be in a bad spot for broadband!) then it's trouble, trouble, trouble! i've cancelled my BT landline too and will never use them again. A terrible experience & i never got refunded for the time i was being charged but had no broadband - i'm not rich, but just can't stand the hassle.
Paul Davies found this review useful
I have signed up with BT broadband. Neither my phone line or broadband working. They have tried to send 3 engineers, 2 of which didnt show up and 1 showed up at the wrong time. 1month in, neither my phone line or broadband working, however they are happily charged me for services that they havent provided! Very disappointed. Difficult to get through call center and all advisers have very strong Indian accent - difficult to understand what they are saying.
Paul Davies found this review useful
How sad to see 'BRITISH' associated with these fucking shysters.
I've waited 4 months for a phone to be installed. Lost £2560 in loss of earnings and frankly, you'd be better off giving your money to a Nigerian scam artist because then at least you know you've been screwed. With BT they don't even tell you when it's time to admit defeat.
Mike Lund found this review useful
BT persuaded me to move my broadband supply over to them from Orange. Said it would be really easy and top notch service. “Yes you pay a little more to be with BT but you will get first class service” How wrong he was.
I signed up for a fibre optic package. They emailed me a contract for the top standard broadband tariff? Not what I signed up for. I contacted them after spending up to 30 min in a queue, trying to talk to them is crazy, they can’t understand a word I say, and their English skills are very poor. I then gave up after several attempts and tried the cancellation option. This time if by magic went through to an English call centre. I explained my issue with the incorrect tariff. I was told there is nothing they can do, I have to enter a legally binding 18 contract that is incorrect before they can change to fibre optics after I have normal broadband connected. I asked them to put this in writing that I can change the package after connection. They said “no they can’t”. I was to just take their word for it. No chance, I am not prepared to enter a contract that is not the contract I have not ordered, as I would imagine they will claim my fault for signing before checking contract was correct. So I cancelled and went back to Orange. Never again BT.
Anyway, all going well so far the fibre optic upgrade with Orange. Until the day came when orange orders a BT engineer to come to my property to install the fibre optics. Guess what….BT did not turn up on the arranged day. No phone call no nothing. Again BT is to blame for yet another problem.
Goes to show - all goes well until BT get involved. Then it is just pure disaster, poor service and dodgy integrity.
UPDATE – 27th Feb 2013
Ok, BT said they did not turn up for the connection due to a technical problem on their computer??? But still no form of communication from BT to let anyone know on the day! And they say they are a communications company !! They now say it will take another week to fix the computer bug, and then another two weeks to get another booking. Ridiculous poor shabby service from a company too big for it’s boots.
UPDATE - TWO DAYS LATER 1st March
Was promised BT would resolve bt today. Guess what? No, Nothing again. Even Orange are fed up as they cannot get through to them or get a reply, Something should be done to pull this company down. Come on OFCOM.
UPDATE - THREE 4th March
Still BT have not fixed the issue and no sign of still getting anything booked in. Now you just won't beleive what has now happeded. Had an email from BT saiting my new BY line and broadband is going LIVE from tomorrow and my new BT router is being delivered tomorrow, !!!!! on a cancelled order ????? Orange can't beleive what they are seeing as I forwarded them the email. Called BT and they confirmed the order was cancelled two weeks ago but they failed to let the connection team know. WHAT A MESS BT..SORT IT OUT!!...to be continued................
5th March.. Orange BB disconnected on the morning without mine or Oranges permission and went live with BT Broadband. The BT BB has been set up at my home without a contract or permission. Probably why they have been stalling with Orange so they can connect me up fraudulently. Called BT in the morning again, was told the same, yes it is cancelled and no we wont connect you. Again a lie. I now have no internet access now at all as I am not going to link up to the BT one. Also checked with bank and they have set DD's up. I have kept logs of all calls and email so far, so have been advised by Orange to contact Ofcom, and I urge all others with issues to do the same. It now looks like it will be much longer now to get Orange Fibre set up as I now have to wait for BT to hand the BB back to Orange. Orange are handling this well, and are really concerned with the integrity of BT.
7th March. BT had promised to have the issue sorted today without fail. Guess, what? NO still not corrected, and Orange are still very puzzled. Serval calls later to BT being told what I want to hear but what gets promised, does not happen. BT are totally useless and really do not care.
8th March Called BT as they asked Orange for me to do so to get a MAC code for a wrongly set up account!. Called BT and they said account is not live so a MAC code would not exist. Gave me a ref code for the cancelled account. Also told me to ignore any bills as they have been closed down now. BT are saying one thing or Orange and the opposite to me. Orange now stuck and are again waiting for BT to get things sorted out. Still no internet. And no apology from BT for high jacking my Tag line unauthorised either.
Goes to show - all goes well until BT get involved. Then it is just pure disaster, poor service and dodgy integrity, A communications company that don’t communicate.
OMG and the check, to add insult to injury they have the balls to send me a Bill. They should be paying me ! (Complaint now in process)
What a shabby company BT are, their customer service is appalling and to be frank they just do not care about new business.
I waited five weeks from ordering a BT phone and broadband installation, they sent numerous email and text reminders up until the day before their visit, I prepared everything as requested, my wife booked a day off work and waited for their visit which was meant to be between 8am and 1 pm. At 1:30 she called no visit and no news, 45 minutes of me chasing them on the phone got me the news that an engineer was now on his way. 3:30 wife phones again still no visit.
45 minutes I again chasing them on the phone again this time to be told that there would be no visit and that they would call back in 24 hours to 48 hours to rearrange another appointment time which could be up to 4 weeks away. None of the several people I spoke to seemed too concerned and none could give a reasonable explanation as to why my wife wasted a day and why no one in their organisation had the common decency to inform her that there would be no visit. I cancelled my order immediately and was told my advance payment would be refunded within 24 hours.
I wrote a letter of complaint and today received a standard sorry but it was all down to the weather reply, funny because the planned day of their visit and several days before were all clear and dry. They didn't even mention the non contact on their part. They did say that my advance payment would take 5 days from today, a week and five days after their original promise.
I have gone back to my old service and think I have actually had a lucky break not to be involved with BT if this is the way they run their operation.
I'll say it again a BT dealt with me on two counts in an unprofessional and shabby manner.
Paul Davies found this review useful
I've been waiting on a refund for 5 months!
BT took £129 from me for landline rental for a year in advance in September 2013. They told me they were not able to install the phone line in the area I live in, after taking the money.
I have rang them over 25 times over the last 5 months to get the refund.
The indian call centre staff are useless.
They transfer you around, sometimes to the wrong departments, until and at some point or another you inevitably get cut-off whilst on hold - surely BT of all service centres should have installed robust telephone systems where customers aren't randomly cut-off?
Sales staff were extremely aggressive when I first signed up too.
I HATE BT !
Paul Davies found this review useful
Firstly with connection which I paid for they decided that the best place to put the phone/internet connection is a utility cupboard which has no power point which means if I want to make a call or use the internet I have to either sit in a dingy small room or have long power cords across the main floors for my child to trip over and play with.
When I contacted them about this they simply informed me that the engineer decided that this is the best place for the connections so that is where it is.
I only got the phone line for my broadband. When receiving the bill I noticed a MINIMUM CALL COMMITMENT CHARGE. I was shocked to read this. Again on the phone (getting through to someone at BT is an adventure) who inform that if I had read ALL the T&C's that there is a clause in them that if you do not make a certain chargeable phone calls you will be charged an additional fee.
This is even though you get a package that includes calls!
BT will never improve so after this 12 months I will not make the mistake again of using them and I hope they in their attempt to take on the TV companies.
Due to their fault and false promises, I've contacted the Customer Service department few times, and on each occasion I've been told different things re: their Policy, have been made a liar, the managers have been rude, arrogant, abrupt and most of times would not even listen to what I was telling them but would talk over me. One even said that the whole situation has been their fault and that I'd be refunded a line rental for the month they disconnected me, to then, when I received the bill and spoke to someone as to why they've not refunded me, be treated so appalling on the phone. I am now waiting to finish my contract with them and switch.
Did the telephone "resign up" with BT in January. Got a discount and not had any problems for a couple of years now. I must say I used to hate BT , the customer service being the worst part of their business. Spent 2 days in a row trying to get our business telephone line back. Things are looking much better now.
I had been with AO hell (aol) for 16 years, since talk talk took over it was a nightmare. i was supposed to get approx 5.5mb download and peak times i was getting approx 0.38. so i finally changed to BT and so far its the best thing i have ever done, my speed never drops under 6.5 mb and typical speed is 7.06mbps. BT transfered the package for me without fuss and unlimited upto 16mb with evening and weekend calls all for £9 a month for the first year and £18 a month after that. with an 18 month contract,,.As BT are the only company that can offer me any good speed in my area, I am stuck with them, but they are great at the moment..
I would kindly urge anyone who has experienced hell with BT to contact their MP and demand a Select Committee be set up. Its just not right that this company can hold Britain to ransom.
Ive also written to channel 4 dispatches (email@example.com)
-Six months of nightmares whilst BT connected, disconnected my land line in London.
-Minimal broadband / telephone line in all this time
-The auto call back service doesn't work
-The staff dont call back when they say they will
-On hold for ever
-Poor compensation structure
-lengthy time lags to get connected
-Systemic management failure.
Its easy to fill out reviews on sites like this but the management at BT are too inept to listen so please contact your MP and the wider media to stop this company making our blood boil.
Rebecca Alexander found this review useful
What really irritates me about BT isn't there service as such it's that myself and two friends have had the same problem.
When ever anyone leaves BT they seem to get fraudulent bills asking for money not owed.mHow do BT get away with this? I had reminders for six months and threats of court action for something I paid!!!!!!
Bt do not provide the services they Charge their customers for. I am currently paying them to supply my high speed fibre optic broadband however the truth is that i had a faster more reliable internet connection in the 1990s. I am now determined to go out of my way to ensure that i never ever have to pay them another penny or spend another mind-numbing minute on the phone to them reporting faults and poor service to their "customer support helpline". I will be making it a mission in my life to ensure that everyone i know or meet In the future does the same. Save yourself time, money and stress and find an alternative supplier for any of the services they offer. Try to ignore the false advertising. Avoid them like the plague they are.
Rebecca Alexander found this review useful
I switched to BT from virgin after I was left without service thoughout the easter weekend in 2012. Cancelled Virgin and got the basic broadband and phone package adding on btvision with the first 6 months being free(failing to mention that I would still have to pay line rental despite advert saying completely free), I let that one slide, installed it all myself and no problems-until the first week of december 2012.
Bt vision box tried to do an update and got stuck in a loop, so turning on and off at wall to try and "jump start it" which did not work, phoned "customer care" and I use that term very loosely who said it was a problem with the junction box and they were fixing it-needless to say it wasn't that. so i phoned back and requested a new box-BT refused to send one and insisted on an engineer being sent to have a look. This appointment was made on Christmas eve still another 2 weeks away to which I grudgingly agreed.
Christmas eve comes and no show by the engineer and I phone BT again to find out why, was told by someone who could barely speak english tell me that because it was xmas eve then engineer was not working. I was extremely angry that i had been lied to and would be without service throughout xmas and new year because next appointment was 3RD OF JANUARY. they then proceeded to tell me that it was obviously my fault and therefore would be retro charged the £99 to fix it-no one had shown up to see what the problem was. I cancelled my DD and informed them that I was now withholding payment and for every day they failed to come and fix it- 17 days so far plus anything coming I would fail to pay, which is legally binding.
they told me to ring back on 28th december to arrange appointment because "i can't be bothered to see if there are any appointments, i go home in an hour" so naturally i was outraged that this could go on.
an engineer eventually turned up on 3rd jan spent 5 minutes looking at the box to which " you're right love it was the box-totally dead" which is what i had told bt initally 30 days previous. BT have sent me various bills with retro charges and made up charges to which I have complained 4 times to Bt and am now in the process of reporting to ofcom.
I was passed from pillar to post and must have spoken to at least 17 different people tryin to get this sorted( majority of whom spoke little or no english) and Bt are still trying to con me. The second my contracts are up I am gone. have never had service so poor
Have had infinity option 2 and phone for 14 months. We had no choice to come to BT as they were the only ones who offered fast broadband in the area we moved to. They set it up ok and all was fine, or so we thought. We had a buzz on the line and whenever we spoke to people on the landline they said they couldn't hear us properly. We contacted Bt who arranged an engineer to come out. Once the engineer arrived he explained that if the fault was down to us then there would be £100 charge but if the fault was on the line then it would be repaired for free. Can you guess what the conclusion was? Thats right the fault was down to us! to say i was gobsmacked is an understantement. How can it be down to us? the engineers installed everything. We had moved into the house 3 days previously. ARGH!! no amount of calls helped so we were charge the £100. This had signed their fate as we decided as soon as we were out of contract we would switch. Luckily we only had a 12 months contract. A week or so after the contract ended we applied to move to plusnet as they were now offereing fibre broadband in our area. We got a mac code and started the transfer. Then the trouble began. I have since found that BT are still charging me for braodband even though they are no longer supplying it. Theresa Morgan the customer service rep who called me said they would continue charging me for the braodband until plusnet sent confirmation of the internet now working with them! Plusnet said they dont send confirmation and that the initial request is all Bt needs. Theresa Morgan even used the tags checker which is the system they use to see who is supplying broadband to a specific address and she admitted it was plusnet but was still adament we would be charged! I was fuming. I tried to get back in touch with her to no avail, i opened a new complaint, 3 days later im still waiting for a reply. I put my problem on twitter, where funnily enough i got a reply within a couple of hours, saying we will look into your problem. They haven't done anything. I called and spoke to 4 other people and none of them could/would help. They offered to cancel the broadband service for a charge of £30. I explained i had used a mac code to transfer so there shouldn't be a charge.....and round and round we go. I'd had enough so i contacted ofcom who were brilliant. They informed me that BT were in the wrong and that they couldn't continue to charge me if they weren't providing the service. I have now cancelled my direct debit and they can waste their time trying to prove i owe them the money instead of me chasing them to prove i dont. Please dont go with BT there are plenty of alternatives out there. Save yourselves!
Wojtek Deringer found this review useful
Yes I have had problems, but BT have always resolved them. I have faith in their abilities.
I have: BT Business Broadband. No problems in 4 years, apart from some billing issues, which we sorted with 1 phonecall. If you renew they do tend to bill you for 3 years in advance again!
BT Vision - great system which is exceptional value (pay around £12) - each renewal date they have dropped price. Some issues when I moved house, but their phone support was efficient.
BT home landline - some issues moving in, but engineer sent to resolve. Some ongoing issues - broadband cuts out with the ending of a phonecall. WHen I get round to it, I will speak to BT, and I have confidence they will resolve it for me.
staff who have a problem listnening, its like they are trained on how not to answer your question, how to wind you up.you ask a question they either blank you , ask something stupid like your name for the 70th time or pass you to a diferent department, you then have to go through the whole process again by which time your now thinking playing with the moving cars in the street is a more viable option,
mabey it should be an olympic sport the person that can last the longest on the phone to bt customer service without losing the will to live.
bt no thanks ad rather poke my eyes out with a stick
Rebecca Alexander found this review useful
I am surprised at all of the bad comments, I moved back to BT from Talktalk a couple of weeks ago, as I wanted a piece of the new TV package, the transition went perfectly no issues at all, all equipment sent out on time, switch over went well, no problems. 1 happy customer!
Apart from the appalling overpriced broadband service - 4 months of headaches to get going - days of my life lost on the phone to hopeless tech support that hang up on you when things get too tough for them to understand - I now find 7 months after LEAVING BT that they have re-activated my line and charged me £100's - after I have tried to close my account 3 times - I am now having to go to the ombudsman - and fight off intimidating calls from there credit department -
They are so bloated and big that there is no accountability and no way through the forest of misinformation that the many departments you get bounced off too give -
Unmitigated nightmare - AVOID!
Rebecca Alexander found this review useful
Not going into my issues which resulted from a home move but thankfully they were resolved after I wrote a letter of complaint to Sir Michael Rake. For anyone else wanting closure on their issues with BT call Julie Foster on 0131 448 5472.
No need to repeat all that has gone before, enough to mention
Incompetent engineers; lies from the help-centre; money taken to which they are not entitled.
Without a doubt the worst company I have ever had to deal with.
I give them one star because it is not possible to give less.
Couldn't agree more with all of the posted comments!!!
Why? Here's a brief account of my experience with BT over the past 4 months:
- Waited over 2 months to get my broadband connected due to a number of mistakes on BT's side
- Received a bill for £47 within the above 2 month period charging me for broadband which I obviously didn't have
- Had to call 3 times to get the £47 taken off my bill - could have been dealt with in 5 minutes!!!
- Due to above, cancelled my BT account. Happy to pay £130 phone cancellation fee minus £47 deposit. However, received a bill for £174 (extra amount including: £47 that was apparently taken off the bill, but NOT; £25 infinity activation fee and £7 delivery charge for modem - remember I DIDN'T RECEIVE THIS SERVICE, and other random charges)
- Spoke to 2 managers about above bill. on both occasions managers couldn't work bill out, but would 'look into it'. promised a call back from both managers. NOT ONE CALLED BACK!
- Within above time, bill was sent to a collections agency which had added on an extra £26.96 to my bill plus screwed with my credit rating
- Finally, got in contact with a competent and reasonable manager who ACTUALLY listened to me and was able to take all of the additional fee's off my bill in a matter of minutes, which is great, but had taken 2 months and many calls to achieve.
In addition, I would like to add that every time i called, there was an incredible waiting time (over 20 mins), followed by having to deal with staff who didn't take the time to LISTEN to what I had to say making each call much longer than it had to be and making the prospect of having my concerns dealt with all the more painful. Finally, after getting through the long waiting time and barrier of the rude customer services team, speaking to the managers was equally painful (one was having a conversation with someone else while I was explaining my case to him; all but one actually took the time to really listen to what i had to say and deal with it promptly)
There's far more to say, but I don't have any more energy to deal with this. So far, I have spent too much time and money making call after frustrating call to a customer services team with very little progress in adequately dealing with my concerns. All I know is that I will NEVER use BT again!! Who would have thought that getting something as simple as internet could be so frustrating and time consuming. Quite shocking that this type of service is coming from one of UK's main internet/phone providers. 0 stars!!!! BTW, I have never taken the time to complain about a company online. I guess this shows how upset I am with the overall service I've received from an apparently trusted UK company.
I have had the same poor service as mentions by most people, lie after lie charges placed on account randomly, service cancelled by mistake. The Indian call centre being the worst they lie to get rid of you, and one made me change settings pn my computer which cost me money to get sorted out. I now only communicate by email and copy the ombudsmen into emails I also advise I will be charging for my time at £25 per hour from x date. This has got me an instant call back every time from an British call centre and follow up emails confirming what's been agreed. I suggest you only use this method I have got refunds, a person tracking my problem and giving follow up calls etc. I will leave bt as soon as contract ends for which the date has been changed by bt without my knowledge. But in the mean time I seem to have found am effective way to get my needs met. Which is still frustrating and time consuming but seems to be working better than before.
why? cos there scumbags, they dont deserve any stars, and they aint gonna change and we should never let them, everyone boycot them and hopefully they will shut down or move to india where there call centre is. where to start. they balls your order at beginning, i think this is a way for the 28 days to pass, so your into the contract before you find out what a bunch of scumbags they are. its supposed to be 20 pound broadband goes up to 26 after 3 months, line rental, then vat, just got next bill there 73, 53 other week, 45, 45, and a 20. iv only bin with them since october and we never got the broadband till end of october, cos they just take your phone line at first. 7.50 late payment charges, 12 pound phone reconnection charges, because only had 43 and not 45, and 43 not 53 because i have other bills to pay and wasnt expecting this being so high. so since its automated if it aint the full amount look forward to these. 1.89 payment processing fee, i get the bills in emails, this paper bill bull s##t has gone out the window, now its payment processing fees. they throttle your speeds so dont expect anything good till 12 midnight till 9 morning, if you try and download they will send packets to disrupt your connection, i wondered why it was on off all the time. its a big difference from 25 a month i was paying with sky, iv asked for my mac code, i hope i get it, burn bt burn!, but i bet i dont, they will just block my line till i pay 600 pound end of contract fee or something daft, so that i cant go with someone else
Ordered broadband. They did not have an engineer for 6 weeks to install a line. Apparently they have a severe shortage due to the weather.
Engineer arrived but was unable to install broadband / phone because they had not installed a line to the street. (busy part of London, cable and BT is everywhere)
Another 2 week wait for an engineer.
Forget all the millions they spend on advertising. They DO NOT WANT to gain customers or make money.
Dave Naylor found this review useful
I have just had BT Infinity Option 2 installed along with a new YouView Box.
Since the installation, 8 days ago, 31Gb of my 40Gb limit has been used, but, not by myself, on one occasion 8Gb was used while nobody was in the house and the computer not switched on.
I have been on the phone to an Indian call centre, over this technical Broadband issue, for nearly 2 hours. At one point I was put on hold for 20mins, when he eventually came back he told me he had been talking to another customer, how ignorant is that?
To say this is suppoed to be a technical dept is a joke, the guy didn't have a clue, if the fault wasn't showing on his computer then everything was fine.
I demanded to be put through to to a senior member of staff, this happened after another 10 mins, his attitude was totally disgusting, just repeating what I had already heard. It was totally clear that he wasn't interested in my problem and stating that there was nothing he could do and that the usage was my responsiblity and if I went over my limit I would have to pay!
I went on line and found another number that would take me through to British Customer Services, it worked!
I told the operator that I wanted to cancel my account and they could remove the equipment they had installed.
This very nice lady refused to do this unitl I had explained the reasons for wanting to leave BT after 35 years.
I explained the problem I had with the Broadband and the attitude of the Indian call centre.
10 mins later the fault was found to be a problem with my YouView Box and I was assured that any cost incurred due to usage over my 40Gb limit would not be charged for, I have also checked with the accounts dept who confirmed this.
Would somebody like to explain why a non technical lady in sales/accounts can fix the problem yet the technical experts in India didn't have a clue!
"British" Telecom, I stress "British", should remain "British" and bring back the "British" call centres, this would take away the frustration and stress of having to deal with ignornt Indian morons.
No service, terrible communication, 30 mins waits to talk to someone who then cuts you off, conflicting excuses, orders not made. Overall the only reason to go with BT is they have the landlines. I look forward with glee to the day that 4g and 5 g services become widespread and affordable. This will be the end of BT who at the moment are just sweating their assets whilst they can. Without doubt THE WORST customer experience of my career! And I include the NHS in that list.
As a little test for yourself try phoning the help line for a current order and then compare this to the wait for the sales team. the wait will be about 15 secs versus 20-30 minutes. So once thay have you the really really don't give a monkeys about you. Avoid, if you can.
I have been with BT for 2-3 years now and only once has my service gone out and that was a blown card in the cab and the end of the street which they fixed within 3 hours. I have the Fiber package and get amazing speed 80-90mb down and 20-35 up, not problems with router or modem had them that long and i have not even turned them off yet or had to restart them.... no problems with customer service when i have the line installed they came out the next day and done it withing 5 mins. what can i say no problems here at all..
Also why are people crying about talking to a Indian call center? call the UK call center the number is on their web site not hard to find
1 Week ago BT were supposed to be installing a telephone line at our Brand New property for our communications provider. They never showed up.
It then took 6 days for them to inform our provider why they didn't show up. They have appeared to have LIED to our provider explaining why stating that "appropriate wiring was not in place to make the connection". It's interesting that they say this as
1. They never showed up (so how would they know?!)
2. David Wilson showed us that all the wiring is in place
Our sales team at David Wilson seem to indicate this happens a lot...
We have tried to contact BT through various means and our own provider who just dispair with BT to be quite honest....
BT should not have this monopoly over line installations when the engineer who is around our area are obviously incompetent, lazy or both....
I ordered broadband option 2 and phone package and paid my line rental up front for 12 months. Paper work arrived and it was showing option 1. Contacted BT on wednesday who applogised and said they would have to cancel my order which would take 24 hours and they would refund the money i paid for the land line. They took my number and said they would ring me back on the Friday morning to re-order. I got an email to say my order was cancelled just after that call. I did not get a call at the time the said they would ring so I called them again, was told that the person i needed to speak to was busy but she would call me back later that day, nobody called so I called again late Friday o be told the order was not cancelled yet and would take 24 hours so call back sat pm. I was now confused as I had received an email wednesday night to say it was cancelled.
I phoned BT saturday evening and was told yet again the order was still open and not cancelled and it would take 24 hours before I could re-order, I was also informed that they had not yet processed my refund for the 12 months up front land line.
So to summerise so far it has taken 3 days and 4 calls to BT to try and get them to cancel my order which they got wrong and to initiate the refund of my money and I still have not been able to place the order for the package I originally ordered.
My advice to anybody thinking about moving to BT - DON'T
Ruth Gaylord found this review useful
Having just moved house I needed to reestablish my virgin broadband service. This required a new landline (in addition to the one already run to the house on which we already had BT broadband and call package installed). The order was placed on the 5th October but the installation date was not until 29th November. I couldn't get my virgin broadband up and running and after 2.5 hours on the phone I finally tracked it down to the fact that BT broadband was installed on the line. To cut a long story (and many calls to BT) short it transpires that I had been sold the BT broadband package even though I had specified that I wanted to run virgin broadband on the line. The agent at the time said that by doing this I could still run my virgin service but I would save myself the line installation fee (£140). I now find that in order to get my virgin service running that I have to pay BT £220 in contract cancellation fees. I am not sure how I stand on this. Does a 28-day period in which to cancel still apply? Even if this was the case I wouldn't have known that the service was not fit for purpose within this period because of the protracted installation period. I feel tremendously let down and very angry at the service BT have provided - why on earth would I have wanted a second BT broadband service installed into the same property!!! PLEASE, IF YOU HAVE THE OPPORTUNITY TO USE ANOTHER PROVIDER DO SO - BT ARE A DISGRACE
Only ever moved back to BT to get a broadband offer that required a BT line. Wish we never had. Absolutely dreadful customer service and poor attitude of staff - probably because they're dealing with complaints all day long!
Don't be tempted by the cheesy adverts or superfast broadband offers. It'll cost you more than it's worth in stress and annoyance. Not a company that makes you proud to be British.
They don't deserve any stars.
My advice - AVOID BT
Ruth Gaylord found this review useful
I've recently had an issue with my phone line as well as broadband. The problem was a static noise on the phone and broadband slow speeds and disconnections.
It took BT a week to resolve it. Anyway, to keep it short:
1. BAD Experience:
- calling BT - to get through all IVR messages is a real pain in the bum.
- technical support - utterly useless, they don't listen to you, they just follow the script, they have completelly no idea how broadband works!
I had to phone them few times and every time explain what is the problem. Despite of the fact there cleary was an issue (finally appeard to be a rusty and loose cable in the box at the pole in front of my house) they insisted everything is OK and they see no fault and according to them, my broadband speed is OK cos its still within the acceptable limit and as per "up to" policy all is alright ( I was getting half of the usual speed I get)
- they never EVER call back, even if they promise.
- Engineer's visit: Late two hours, didn't even bother to let me know he will be late. He has spend two hours working on my problem by sitting in a car and waiting or calling somewhere for the most of the time. After 1.5h another BT guy arrived, this one with the lift car or whatever you call it :) as he had to climb the pole. Of course, it took them a while to take out traffic cones, tapes and all that health&safety stuff, once that was done, they fixed the cable in 5 minutes. So 5 minute job done in 2 hours. Once finished, they both were sitting in a car and chatting for another 30 minutes!
2. GOOD Experience (for the very first time ever!)
- after "fighting" with Tier1 support for two days I finally insisted to speak to Tier2 ... and here was my surprise, I was put through a guy who really knew what he's talking about, diagnosed the issue in literally two minutes and booked an engineer visit (for a next day morning!).
And here's the interesting part. I had a chat with him for about 10 minutes, he was very open, told me that ALL BT retail is now locatet in India, I told him he's a very knowledgeable guy and I (as an IT engineer myself) clearly see he knows the stuff. He said, has an IT degree and few IT certs (CCNA, CompTIA A+, CompTIA Linux+, CCNP Voice) and the only reason he works there was he wanted to move out of his parrents and he's looking for a new job now. He also told me that he gets my point cos he see that 90% of empolyees working there have no technical background as well as no basic knowledge, he said "As long as yo uspeak english, you are good for this job". Anyway, coming back to my BT issue - very, VERY helpful guy!
So overall. The only stars that BT has deserved in that case are for their Tier2 guy.
how have you survived your company 4 so long,,,Ive been with BT for neally 2 years after the 1st 6 months i wanted to change,my bill had gone from £35 to £54 then my last months bill had gone to £75 this is monthly bills,puzzled as i never seem to use the phone that much ,my partner come out ov wrk afew months ago i phoned bt to see if they could make my bill alittle less,all i got was well u can pay every 3 months,,HOWS THAT GOIN TO HELP,?,i phoned BT again to see how much it wud cost me to get out of there silly contract as i only had 4 weeks left they said £40 charge,me ok i can live with that i wud like to cancel,3 weeks on im now with sky ive got every channel,phone n broadband for £54 but today the postman posted me a letter YES BLOODY BT BILL...
THE CHEEKY SODS
my bill for 1 month is £207 there chargeing me £130 for canceling 4 weeks b4 my contract as finnshed wen they told me it wud b £40 wat they have done is ive cancled and gone with sky,BT AVE THEN SET ME UP ON A NEW CONTRACT,ive been intouch with BT again today ive never had any callback from them witch they promised so im still no near to wat as gone on..but the thing wat gets me is i cancled then all ov a sudden i get the 1st phone call from them to ask how the service is with BT i told them that im no longer with them n why all ov a sudden have you phoned me when u havnt give a toss in neally 2 years of being with you,i just wish id have looked on the reviews b 4 going to BT please please dont trust this company ITS A BIG BIGBIG RIP OFF......
We have been loyal BT customers for many years and always pay by direct debit. We changed our bank and BT confirmed the change of account. However for some reason unkown to me BT did not get the direct debit paid. Despite being fully aware that I had just changed my bank, they did not sort it out with them, but phoned me threatening loss of service if I did not pay immediately. I refused to give my card number to a person making such an unsolicited call who could hardy even speak English. I did inform my bank who agreed to sort it out but the very next working day I received a letter from BT still demanding payment that very day or 'my service could not be garaunteed'. They also informed me that THEY had cancelled my direct debit. I have written to them asking for an apology and for the DD to be re-instated by them. If they can't or wont I will go elsewhere for my service. Very poor service, bad attitude and sad to say, some staff with very little command of English.
Overall they are rubbish!
I have eventually had a BT line along with broadband service installed which has taken over 3 months to sort out - it would have taken longer had I not pushed and chased them continually. BT retail blame BT openreach and the lack of communication between these 2 divisions is hard to believe unless you've experienced it. It is the most disorganised, disingenuous, impenetratable and incompetent organisation with no concept of customer service. Unfortunately they have a monopoly in the UK when it comes to line installation and know it. I will be switching to another service provider.
BT have proven themselves to be inefficient and unhelpful on numerous accounts.
It has now been several weeks since we were supposed to have broadband internet installed and despite many long expensive calls to various helplines, this still hasn't happened..
They sent us the unit late in the first place (we stayed at home to wait from 7am to 6pm and the internet did not even arrive). Upon arrival, it was faulty and each technical help staff is more incompetent than the last.
I could somplain further but I feel as though BT have already wasted enough of my time so I will stop here.
Jen Thom found this review useful
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