Moved into temporary accommodation in between permanent housing. BT renewed both line rental and broadband contracts for 18 months on the hook of a free installation charge. Now when I want to leave they are charging the connection charge and the full contract... will never use BT again.
Been waiting for 3 months for the phone line and everytime engineer comes theres always something going on with the line and etc and ive been told itll fixed at the 19th but then im told that theres a delay so, if I hear another bullshit going around this horrendous company, im moving to sky or virgin. I reccomend you not to rely on bt when you move to a new build house. Absolute pisstake!
The little bit of Customer Service remaining here in the UK is so so bad, I mean really incompetently bad. The remaining support that is out in India is even worst. BT Vision is rubbish. BT Infinity 2 - is rubbish problems for over a year now unresolved BT Phone - is rubbish, inaccurate bills - complaint refence ignored and still unresolved. BT Complaints - rubbish, they do not even deal with these. Reference numbers are just ignored. BT Sport - rubbish, they want to recontract me to switch it on, no chance. As soon as this contract runs out I'm off to SKY.
Phoned up to. Get a business contract went through fine told us 5 to 10 days this gave us. Time to get shop ready due to shop opening two days later. After 6. days we didn't hear anything so we called them and were told an engineer would call. Us back never did.. We phoned everyday they never bothered to get back to us. When you do get through they don't understand us and we couldn't understand them .They gave me a number then told me 12 days later that it wasn't guaranteed so why give me that number? I had had a £300.50 sign made I will be looking into this matter. and go to ofcom as soon as my. Home phone is up bye bye BT
Signed up 31st July. Promised installation 23rd August. Engineer arrived but spent hours working outside but unable to connect. he left cables, boxes and rubbish all over the place. Did not tidy up after himself. Phone line connected some days later but no one told us so no phone plugged in. Broadband and TV re appointed 13th September. No one came even though we were told they were minutes away. Waited from 12.30 to 19.30. Phoned helpline and was told nothing they could do. Be warned you will get awful service and a wait of about 30 minutes just to speak to someone because "they are very busy at tne moment with a high volume of calls". I wonder why
Miss sold a contract, BT sport is streamed and worse quality then free streaming sites, hardly ever works, does not work on my pc with windows 8, so have to use my laptop with windows vista.....awful totally awful....forget customer service they put you through to India to speak to someone who dosnt even know what a TV is
We have had a crackly line on and off for four or five years and have got locked in a cycle of call, complain, engineer visit, line declared OK, wait for next crackly line. My wife works from home and needs a good, clear line for conference calls. Unfortunately, BT Engineers tell us that they only have three hours to resolve a fault and whilst they recognise that our issue is probably further up line they cannot allocate enough time to resolve it!
We upgraded to a fibre optic line and still have the rubbish crackling. Every time we log the fault they insist on wasting time rechecking the line rather than going and doing some root-cause fault analysis. We are at our wits end!
My son recommended BT after entering into a contract for broadband/BT Vision with them. We promptly phoned them as it appeared we could save a lot of money switching from Sky. HUGE MISTAKE!! My son soon realised how awful they were. 2 months later, he still cannot use the facilities he has been paying them for ,due to errors by BT and has spent a fortune on mobile phone calls(which he can ill afford) to them to attempt to rectify the problem, to which he has got absolutely nowhere. When I contacted them, all seemed well at first. A very helpful lady spent over an hour going through the options and costs and booked in the engineer etc etc. When the engineer didn't turn up on the due date, I spoke to a man in India who seemed to have great difficulty in understanding my reference number. After many attempts to give him the number, he told me there was no record of my order. I was a little frustrated to say the least, so I told him that there would therefore be no point in my cancelling a non-existent order and immediately phoned Sky to resurrect my service with them. They were so slick that all was confirmed to me within minutes of my call and I finally felt I was in safe hands again!! I complained via e-mail to BT and had a quick response, saying they would get back to me within 14 days. I'm still waiting four weeks later for the reply..... Meanwhile, yesterday, after my son had spent an hour and a half using my phone re his complaint, he handed the phone to me to speak to someone . I spoke to a delightful man based in the Phillipines. He listened to my complaint and said he was sorry, from the bottom of his heart and ended by saying, obviously from his script "You take care and have a great day ahead ma'm". This poor man was merely doing his job, probably paid peanuts, and I wasn't too harsh with him as felt he must get so much flack every single day, but just WHO are we all meant to speak to , to ensure this vast corporation get the message to the top management at BT to sort out their shambolic company?? Today, yet again, there are big advertisements both on television and in newspapers for their wonderful new Sports package etc. I am sure we should all contact Trading Standards, newspapers etc to voice our complaints. We certainly don't get anywhere going through the correct BTcomplaints procedure, that's for sure!!!
New Broadband and Landline didn't work, they don't send an engineer with a new order and charge for delivering the equipment, which is bad enough. So then I had to call their "customer services" and was astonished at how bad it was, a new low! The Indian call centre couldn't understand me and I couldn't understand them, the problems took 2 weeks to sort out after endless ridiculous phone calls to the call centre and the Broadband is still rubbish and barely works. They then refused to accept any responsibility for their mistakes and abysmal customer service.
What they do should be illegal and I'm amazed it isn't!
I have just switched to BT from Sky. What a huge mistake. Never had any issues with Sky but BT promised me better speeds. What a joke. Since switching my phone line has been down and I have no Internet at all!!! 3 days now without any service. Numerous calls to numerous useless departments including order management who seem to be the only ones within the entire BT network able to "deal" with the issue NOT. Have been passed from pillar to post and when I asked to speak to a manager I got put through to sales who had no idea about my complaint and said I needed to speak to order management. No one at BT seems to be able to take responsibility for my issue so consequently I have no phone no Internet and no prospect of getting it sorted! I can't go back to sky because they tell me BT have cut my line off!! DO NOT USE BT THEY ARE UTTERLY HOPELESS!!
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!!!
BT should be sued for breach of contract, stealing money and for all the money & time spent on phone with their incompentent customer service advisors who can bearly speak English and don't know anything about anything! I upgraded to BT infinity (an infinity of b******t!) in May for £37.20 a month, since then my bills (which I've never seen as my online account doesn't work & I don't receive a paper copy) have been £50 and more. I called BT a number of times and was put through people in India then back to someone in UK, then again to India.... After over an hour over the phone and no one able to help I just gave up... I e-mailed 3/4 times but never received a reply. Called again twice and was told the original bill at £37 was correct an would have been charged this amount going forward. The following bill? £61... I stopped paying and of course they cut my phone & broadband. I paid the £37 as per original contract but they still didn't reconnect my line. I paid the balance today and I'm still to be reconnected. It's ironic how a communication company is so incompentent in exactly what they preach and should excel to. I'm stuck with this f*****s only because I'm renting and cannot go with a different Internet provider. Can't wait to buy and get rid of the jokers.
For a Company built on communications they are now the worst in the UK. I srongly recommend everyone to look at non landline options for their Broadband. EE look interesting. You can get a device from them which creates a fully mobile WIFI hotspot in your home, or ANYWHERE, which will connect to any device in it's vicinity! And with the advent of 4G, the speeds will be compatible enough for most. BT cannot compete with this technology and are happy to milk all existing customers for all they can get for as long as they can. BT's monopoly on landlines is virtual history in the making with the cost at £15.99 per month. Put it towards your Broadband.
I have been a customer of BT for a number of years and have telephone with 24/7 calls included.I also pay my line rental in advance for 12 months. Additionally I have BT Broadband with a 40gb limit. Each month my usage has been 17 Gb until this month when they said I had used over 36gb and then 40.4gb within minutes. I asked them to check as nothing had changed and they just reiterated that I would now be charged more for exceeding 40gb. They invited me to upgrade to unlimited and when I asked what this entailed they said I would also have to pay more for my phone contract as it would be a new deal. I objected to this and asked why my phone package would change if I was willing to pay more for broadband and I was advised that " these are the rules" the lady I spoke to said she could put a complaint on the file but it wouldn't change anything so I asked for an email address to contact so I could send a complaint. She said they didn't have one but said I could write a letter to Durham. All in all they are a rip off
As a long standing customer of BT, having a phone line and Infinity with them, I rang them on the 15th of July 2013 to tell them I would be moving house on the 22nd July, and that I would like to take my services with me. No probs, they said. They would stop my current services on the date requested, and would install the same package at my new address on the 27th July after I had signed a new 18 month contract. Ok. About 9pm on the the eve of my installation date, I received a rambling text saying, 'sorry we missed your appointment, please contact to rebook'! As I had no home phone nor internet at this stage, I had to go to my father's house to use his phone where I was kept on hold for half an hour then cut off, then queue waiting for another half an hour before speaking to someone who said my installation date was now the 2nd August. I resigned myself to this and waited. On the 1st Aug - quelle surpris - another cancellation text telling me to rebook! This time, my Fiance rang from his mobile, and was in a queue for 40 mins then kept on hold for 35 mins. When he finally got to speak to someone (in India), he got the usual scripted apologies and was eventually told my installation would be done on the 14th Aug. My Fiance told the operator that was no good as we were on holiday and that we wanted it doing before we went away. We were told to await a call. Three days later, I received a call saying because my 'situation was unacceptable', my installation would be done on the 4th Aug. Hurrah, we thought. But no. Along came another text two days before, saying that the phone engineer could not make it on that day, therefore the broadband also would not be able to be installed!! By this point, I had taken/booked 3 days unpaid leave from work and spent 10+ hours on the phone to the Indian automatons. My final call to them consisted of the same sickly platitudes and lies and promised installation on the 19th Aug. On the 6th of Aug, I received a text saying there would be an 'unforseen delay to my installation on the 19th'. By this point my Fiance and I were livid. He rang BT and told them to cancel the order, as we would rather have nothing than continue being made a fool of. They agreed to cancel the order but said I would owe £160 as I was 'still in contract'! Fiance explained that THEY cancelled the services at our old address, as we wanted to take services to NEW address, not leave BT, and that had we not been moving, we would still be a customer. It was THEIR fault for failing to provide a service in a reasonable amount of time, that made up our minds to cancel the 'new' order. The next day, I rang Virgin, (who I swore I would never go back to after poor experiences with their Indian call centres). However, my options were limited as all other providers require a BT line, so I had no choice. Virgin gave me the date 23rd Aug for my installation, but I felt 'I will believe it when I see it'. No late night texts, no pre-installation eve cancellations, instead, Virgin turned up bright and early at 9am on 23rd, and were all done and dusted by 9.40! Hurrah! Phone and broadband! - I was no longer an outcast of society. Two days later, I receive an email notification from BT for an 'unpaid' BT bill to the tune of £27.57, and that if I didn't pay, I would get a £7.50 late payment charge added to the total! This bill was for services supposedly used at my new address, bearing in mind they didn't even get as far as installing any services!! Thankfully, I never used direct debit so they couldn't automatically take the payment. Once more, trusty Fiance spoke to someone after waiting more than 40 minutes. They apologized, confirmed it was an error, I didn't owe anything, and y charges would be waived re cancellation, and that we wouldn't hear from them again. Thank **** for that, we thought. Lo and behold, yesterday, I receive yet another 'unpaid' bill reminder, except this time they get heavy, saying the £7.50 late payment charge has now been added, and threats of my credit score being ruined when it gets passed to debt collectors. Once more onto the phone and another 30 minute wait. Fiance recounts the whole mess to the operative, who passes him to someone else without telling them why he is ringing so he has to repeat the whole thing again. This happened twice more, whereupon my fella was getting really quite angry by now.Just when he thought she was finally understanding, she said the amount 'would be credited to our next bill'! At this point he bellows down the phone to her that we are no longer customers, never again will be customers, so what the hell was she taking about a 'next bill' for?? Eventually, he got her to agree to put in writing that my account was closed and that I do not owe them a bean. If anything, I should send BT an invoice for our time and money wasted. I will never ever again go anywhere near BT. Their prices were extortionate, and the Infinity was **** - nowhere near the speeds they promised, continual lagging/buffering and frequent drop outs. People, save yourself lots of sleepless nights, mouth ulcers and grey hairs - don't even touch BT with someone else's barge pole. You have been warned...
When I first signed up to BT on an eighteen month contract, I wasn't worried about the length of this contract due to BT’s “Moving Home” service. I remember thinking, “well if I need to move house after a few months, that’s no problem, I’ll just move my BT service with me”. When I did move home, I realised just how wrong I was. I was staying briefly at a friend’s place whilst I was trying to find something new. So I call up BT to try and get my services suspended whilst I find somewhere new. Note I was trying to suspend only my services, not payment, I was happy to keep paying the monthly fee. BT tell me they can’t suspend internet services, and can only block outgoing calls for a fee (of £25, despite the fact that it took them a minute to do). So I had to settle with the thought that the new tenant of my old flat could use a BT router to access heavens knows what on a connection in my name, and only me paying £25 was stopping him from doing the same with the phone line. So when I complained to BT on the phone about this, they informed me that they are unable to suspend a service. I emailed several times, and eventually received one reply which stated that not only would I have to accept any charges for SOMEONE ELSE using my services, but that if someone moved into my old place and set up internet there before I could move my services somewhere else, I would be charged the cancellation fee (of £200), even though this is something I have no control over and was not attempting to stop or suspend paying my monthly fee. So I complained to the communications ombudsman. It took two months for them to get back to me with an answer. They were polite enough but frankly have no clout whatsoever. They said they couldn’t deal with this as it was a “commercial decision made by BT” (as in something BT is doing? So what exactly can they deal with?). Nor did they make any reference to my complaint at being charged £25 for BT to block outgoing calls from my number. The ombudsman is useless and clearly don’t challenge BT at all. I shouldn’t have been too surprised seeing as how readily BT advertise going to them on the BT website. My advice, no matter how tempting a BT contract may look, DON’T DO IT! There customer service is non-existent and they squeeze money out of for doing (poorly) things they should already be doing.
You couldn't write this story - total incompetence from BT. Rubbish or non existent phone and broadband for 8 months. 100 e mails and calls. CEO and Executive Complaints involved but, put simply, they simply don't care and don't want our business.
Was told my phone, broadband and tv services would be switched from sky to bt on 14/08/13. Received delivery boxes 13/08/13 connected everything up the morning of 14th. No service so called bt customer services, was past to several different departments and put on hold many times, call lasted over an hour, 50 minutes at least on hold. Eventually was told it could take till midnight for the transfer to happen. The morning after no service, on the phone to Cs again for all of the above AGAIN. Morning of the 16th, no service so on the phone AGAIN, was told all of the above and that it was sky's fault but would be done by 5pm that evening, morning of 17th, no service, phoned Cs AGAIN was told all of the above AGAIN and that it would be Monday 19th when it will be sorted, i asked to speak to a manager, was told one will ring me monday as managers didn't work saturdays. Monday 5pm, no service, no call from manager, phoned Cs AGAIN, after spending well over an hour on the phone and several call backs was put on hold then cut off. Tuesday 20th phoned bt Cs AGAIN, after going thought everything again, been put on hold 3 times was told I would receive 2 calls later in the day, 1 from a manager and 1 from an operator to deal with my problem, 5pm, no calls, no services, called bt Cs AGAIN, asked to speak to manager, was told I couldn't be put through till I explained what I was ringing for, explained AGAIN, was put on hold for 8 mins, then was told I was being put through to a manager and waited 6 mins for my turn, at last a lady answered asking for my name and why I was ringing, are you a manager I asked, no she replied, I'm supposed to be being put through to a manager I said, well I'm not a manager so how can I help you she said, I replied by putting me through to a manager, but a manager won't just come to the phone she said, he will only come to the phone if I can't resolve your problem, ok I said, resolve my problem, what's your name, address and postcode she asked, here we go again, after being put on hold several times I was told that a new switchover date had been issued, 29/08/13, that's 15 days without services. ORDER CANCELLED. My advice to anyone thinking of switching to bt is, DON'T DO IT. They lie to you, they leave you waiting for hours on end, they ignore you and then they do it all AGAIN and AGAIN and AGAIN. Don't ring them, stay well clear. The worst company and the worst customer services I have ever had the displeasure to deal with.
I was with sky digital for both broadband and home phone and thought i would change over to BT for there broadband and home phone as you were getting free BT sports with the broadband.However i got connection date of the 2nd of july to begin with and waited on home phone and broadband connecting it never happened.I phoned BT up and they say them and sky had problems getting the number over it would have to be another date now i accepted thinking minor problem and got a date of the 18th july,then that date came along broadband come on but no house phone i waited for another few days before i phoned them up and got told there were more problems and would be another date.i thought about it then says can i speak to a manager higher up they come on the phone and says that they could not connect me unless i pay £100 i says to them i could not afford this and got told they could not do nothing more unless i pay £100.I was very angry with them considering they had cut my broadband and home phone from sky and were not bothered to much,there customer service is a shambles the way they work with customers is not in this world and there was no communication what so ever regarding any problems with service i was left with no broadband and house phone and my child also had an accident in which case i needed to phone ambulance from my neighbours house otherwise i would have been in bother.All in my experience with BT was very upsetting and would never think of using them in the future,i took a complaint further and got a flimsy £40 for all the inconvenience they caused to myself and my family thanks BT for nothing.I now am back with sky broadband and phone to whom are very customer focused and much better to deal with.