I am so sick of explaining my problems with BT that I won't bore anyone with the detail. But suffice it to say that I have today spoken to trading standards and they say I have a case. They have delivered me nothing but headaches peppered with 90 minute fruitless and frustrating calls to their customer helpline, broken promises and shoddy service.
Don't do it...you'd find doing smoke signals to communicate a lot more efficient.
Its unbelievable how greedy and appalling the BT company is. First you charge your customers £30 cancellation fee even though the contract is about to expire anyway which is just stupid! No other company does this! Maybe because they are not such greedy money bum licks like BT. Secondly your shitty company also wants to charge me for another months service when I called up to confirm the cancellation! Seriously you want to charge me for a whole months service which I'm not even using and you dare to call yourself a great company? I can easily tell you that your company and customer service is a total f***ing shit hole! The way you're going I don't think there's going to be a future for you. Happily switched to Talk Talk because they have much cheaper prices, better customer service and are not as greedy as you when it comes to cancelling a contract! F**k you BT seriously f**k you and your awful service! Yousuf R
What is the point of even having a customer service facility if it is impossible to ever speak to anyone? They keep playing a recorded message saying the call is really important but the fact that you can never get through pretty clearly states the reality - that they don't give a monkeys ...
The wife & I live in a small village here in N E Wales we are both old age pensioners and my wife is registered disabled with telephone link to the emergency call centre & on the 18th September there were a number of open reach telephone enginers working in our street up poles & in the junction box so our telephone went off whils the work was being carried out it was not until later on in the evening some time after the engineers had gone we needed to use the telephone and found that we did not have a connection so being late dark & very wet weather I did not report the issue to BT, On speaking to BT the next day after having to finaly work out the automatic combinations as to speak to someone to report the disconection I managed to speak to someone whom took all the details & checked the line & assured me the incident would be reported & that I would be reconnected within the next 24 to 48 hours, Over the following four weeks the issue was reported about eight or nine times & each time the same answer" you will be reconnected within the next 24 to 48 hours" were visited by four different engineers from various parts of the UK in that four weeks whom checked our house line which was in good working order & told us there was a damaged 40 metre cable on the main road that had to be replaced, the fourth engineer connected our telephone up but we could only have our broadband at a maximum speed of 5mbps, this went for two days when a local engineer visited next door neighbour who had lost her telephone connection, the engineer reconnected her line & Yes you have it our line had again been disconnected so I told the engineer what had happened & he replied No it was not me I have'nt disconnected your line & drove off so again I reported the incident to BT & they turned up two weeks later on the 23 October & reconnected our telephone & our internet & assured us we would not be disconnected again "Only time will tell", The point here is, what a disgusting service BT are providing, we are elderly people whom rely on this service in the case of an emergency, I am disabled, deaf & I need a connection to stay in touch with the outside world & BT are fully aware of this as it is all on their data base, Why were there four enginers called in from Leicester, Norfolk, Bolton, some where else down south of England whom could not reconnect us for what ever reason, Why did we have to wait six weeks for the fifth engineer who was a local Wrexham engineer to reconnect us. I have been in touch again with BT and told them I want to claim compensation for all this inconvenience & having to buy mobile telephone which has an expensive appetite especially having to keep telephoning BT & the have informed me that at that particular time of four weeks I was entitled to £7.02. I fail to see how this can be justified as being called compensation when it is not even a refund, It is only the fact that I am disabled & deaf that I need the internet for communicating with people so that I may have some quality of life other wise I would have finished with BT long ago but I guess BT are fully aware of this & have us all over a barrel, after all whom do you complain to as you cannot approach them as they are untouchable, but I suppose you can always find out what the weather is like in India..........One very annoyed BT customer wondering how long will this connection last, will I get time to finish this review & post it !
Engineer came to connect line, couldn't get it to work but said it would work later and left. He was dismissive of my explanation of the likely problem. I was unable to receive calls.
Next day phoned Customer Services. Spoke to several employers, many of whom very difficult to understand and I had to explain the problem three of four times before any of them understood what the problem was. I was told that the problem couldn't be fixed 'due to a technical problem' but an engineer would ring me back later that day. No telephone call.
A week later I checked online and my fault report had been closed, but still no working telephone. Phoned customer services again spoke to various people who couldn't help. Eventually spoke to someone in a different department. About 30 minutes into the call I was put on hold, only for me to be redirected to the message saying that my call was in a queue. At the end of an hour-long conversation they still couldn't sort it out at that time 'due to a technical problem' but I would be phoned the following day.
MEANWHILE I was automatically signed up for paperless billing because I was going to pay by direct debit. I have tried over three weeks to log into my online account but have been unable to log into my account because whenever I try to confirm my email address (by clicking the link in the email they sent me) I get a message saying that due to a technical error my address cannot be confirmed at this time. Today I spoke to the billing department at great length. After being put on hold four or five times (often 'due to a technical problem' I eventually had my previous online account closed and a new one created. I was sent login details, but these are not recognised when I try to log in.
So I still cannot receive calls on my phone and I can't get online to view my bill and find out what sums of money they're taking from me! I can see weeks of stress and annoyance ahead...
I don't the time to list the reasons why BT provide such appalling customer service, but whilst their products are absolutely, as a business customer for over 10 years, I have not once had a bill that has been correct, meaning I continually have to call them to receive a refund. I get passed around from pillar to post and the only call centres that are actually effective are the Customer Options Team who you only get as a last resort. I have had to re-explain my issues over and over and over again, wasting valuable time and missing important customer calls. I will be leaving them shortly, once I have received a full refund of all of the charges they have taken from me - enough is enough.
I have never experienced anything like it, BT demonstrate absolute incompetence. DO NOT go with BT. They take your money almost immediately and provide you with nothing. I do not normally write reviews but i felt my experience need to be shared.
order placed on the 4th sept
Information known at the beginning is that the existing phone line is open but not disconnected, bt told me this meant i would not need an engineer and they would take care of the rest
I paid for 12month contract up front
A couple of days later they rang me ask if they could change my phone number as the order couldn't progress without that, i said yes
A couple of days after that they say that because i had asked not to keep my current number that the order had failed????!!!
when I ring them up to find out what is going on they tell me the order has failed because I don't know who the service provider is - information that they knew at the beginning
after more back and forths, being told different information 6 or 7 times they finally tell me that i have to cancel that order and place a knew one that requires an engineer.
They tell me the engineer will be free of charge, my order will not change and even they will throw in a few free month of line rental for free. The will send a confirmation email
now the email that i received detailed an order that i DID NOT consent to They charged me for the engineer, and charged me £17.75 pm for line rental that i had already paid for (at £10.75pm) and extended my contract to 18 months!!!! I have a 12 month lease???
When i rang up to ask what happened to my order, they claimed that this was my new order and that i had to cough up the cash. I have cancelled the order and I will never return to BT. What sort of company are you BT? I am disgusted and appalled.
Hands down the worst company I have dealt with yet.
After having issues setting up and receiving rooter over 24 months ago, I persistently had a corrupted broadband line and had no internet for days on end whilst trying to do work.
After spending ages on hold, being transferred, diverted, put on hold again I finally got through to someone who quite franky didn't care about my problem.
After organising a date for the repairs man to come he fixed the problem, only for it to break again a few weeks later. They said they would refund us money on the next bill for their faults but it never happened.
Cancelling the services was even more aggro. After giving about two weeks notice about the cancellation of our services as we were moving, we were billed one more time. Which we thought would happen. However two months later direct debits were being taken out of my account, and for more than the fixed monthly rate, turns out after my first 12 month contract finished and I asked to carry on, they entered me, without knowing, into another contract for 12 months without asking and they assumed that me 'cancelling' my services required me to pay an outright cancellation fee and remanding balance on my account, when I hadn't been in the property and using the broadband or line rental for two months. The customer service representative didn't care, didn't help and was rude consistently throughout the inquiry and never made it clear where my money was actually going!!
I paid the apparent 'remaining balance' as I want them off my back and to never have to speak with the most ridiculous, expensive and unhelpful company ever again.
Judging by the comments below BT are not really doing a great job. I for one had BT lines put into my business together with broadband and another phone line plus a mobile package, and you'd think they know what they're doing?? yeh right!, Right from the start, installation was wrong causing delays in set up, then all the billing was wrong and all over the place, being charged for bills that were not due or have already payed. I opened my new office in Feb 2012, now it's the end of March 2012 and I have spoken to at least 30 different people..nothing seems to get logged and they say it's recorded..Well i'm with them for the next 2 years due to contracts...as soon as that's up, then will change to another supplier.
Mr not Happy BT customer!
I rated BT 1 star for a number of reasons: 7 years of paying for broadband speeds at less than 56k modem speeds.etc...11k to 32 k! is the norm.
Yes i live 2 miles from exchange but the promised 500k is a very rare occurrence.Eight to ten calls per year is an average.The automated staff response is very frustrating.We cannot even get a new modem as they advertise a more stable connection..
Recent problem took 6 days to get an engineer to my property from 2 miles away the problem was at the exchange with a faulty part that took 5 minutes to fix!!!!
I have friends who are now looking for alternative broadband services as a result of their service.When my contract ends.That's it.Enough's enough.Plus a point must be made regarding customer service based in India.I find this totally unacceptable taking issue with misunderstandings due to dialect plus BT needs the support of the people it serves.So bring back these jobs to the people who made BT in the first place.The British people.
One last point i find the constant advertising of ever faster broadband speeds for people who already have mega fast speeds an insult...The fast get faster...the rest of us are speed poor.Their now getting fibre optic!!! i give up....
So wake up BT the monopoly is over...hence your decreasing market share .Complacency is not good....
-They cut you off when you have paid
-Customer service overseas are is informed and cannot help in any way (they give you wrong info and address for complaints too)
- Writing to customer service in Newcastle recorded post with a £10 postal order to ask for copies of the phone calls to proove you are right are ignored.
- You get to enjoy making countless calls over a period of months and being on hold for what adds up to hours.
A TOTAL DISGRACE - Much as you want fast broadband, wait for another supplier!
Check out my youtube evidence:
Sir Michael Rake gets over £600,000 a year to oversee this company. BT used to be a huge UK employer, but that has changed.
This is not a knee jerk reaction video.
I got a red demand letter from BT in February 2012 for £259, it seem they had never taken from the direct debit I signed and set up. My Bank have said it is fine their end.
So I paid they bill, not a problem I was told by a chap overseas from BT.
A week later phone line was cut off.
Over two months and dozens of calls later and hours and hours on hold 3, plus ignored emails by David.firstname.lastname@example.org who promised to sort out the mess later it's long overdue complaint time. Especially as I have now had a bailiff demand for nearly £300 for breach of contract.
All I wanted to do is get a list of the calls I have made from them for my complaint letter, I can have it but it will cost £10.
Oh, the address to write to I'm given is actually wrong too.
Switched to BT. On day of switch over told to wait two more weeks and left with no internet. BT unable to resolve problem and at times on phone for two hours passed form dept to dept, mostly on hold. Cancelled contact after 2 days. Then told my complaint to them was cancelled because I was no longer a customer,. Asked for compensation for loss of internet and told I was no longer a customer so not entitled to it! Many times told that someone would get back to me. Nobody ever did.
Quick to take your money and then treat you like cr*p.
Avoid this company like the plague.
I have been without my Broadband for more than two weeks now, and BT's Customer Service and Tech support has been utterly appalling: protracted, inept, inefficient, unhelpful, confusing, obfuscatory, and hugely frustrating. I have spent hours on the phone to someone in India, and each time I have to go through the whole process from scratch. I have finally cancelled my contract with BT and am waiting for transfer to another provider. WARNING: AVOID BT LIKE THE PLAGUE!
Matthew found this review useful
After having had a few terrible experiences with other ISP's, BT have come up true champions. I am truly overwhelmed with EVERYTHING that BT supply. For example, I had a few minor problems with speed at the start of my contract and BT sorted it efficiently and effectively. The rental saver scheme is absolutely top notch. I've just had a reminder that the scheme is coming up for renewal and the price has increased by a whole 75p per month - wow! indeed. I couldn't be happier. I wouldn't hesitate for one single second in recommending BT to ANYONE.
Not even kidding...EVERY time I speak to BT Customer services I come off the phone in a rage. I have hung up on 3 occasions and felt myself be very rude on several others.
Similar issues to Elliot, I am SICK of getting through to India! I work with computers and have so many issues with work and home broadband that I know the trouble shooting drill that is dished out. So whenever I have a problem I make sure I do all my checks first. EVERY time, guaranteed, I will be on the phone to the call centre idiot for at least 40 MINUTES before they start to even remotely get to anything close to helping me. I explain I have been through all the basics and they insist on reading them out. I explain that I know there is a problem past the obvious and still they repeat what's on their screen. This really aggravates me and in my mind is not only not listening to the customer, but is also treating me like an idiot...which I'm not.
Recently I called 5 times about my phone line (unable to make outgoing calls). Each time the person unable to help. Here are some of the helpful ways that the helpful customer service team of helpful BT came up with...(Each time with a considerable wait to get through)
Me: Hi, I'm having a problem with making outgoing calls. I've tested the line and there is no fault, not sure what's wrong.
BT: Thank you, can I take your address
Me: (Give address)...
BT: I'm sorry, this is not the address we have for you.
Me: Well you managed to install my phone, TV and broadband at this address ok last week so you must have my address.
BT: I am unable to continue the conversation with you until you give me the correct address
Me: I have given you the correct address...what do we do if you have the wrong address? I cant give you an address I dont know.
BT: I am unable to continue the conversation with you until you give me the correct address
Me: Hi, I'm having a problem with making outgoing calls. I've tested the line and there is no fault, not sure what's wrong.
BT: Thank you, I'm just going to test the line for you...
Me: But I just told you I tested....
BT: *I'm on hold for 12 minutes*
BT: Your line is fine you have no fault
Me: *really?? didn't I just say that!?* Thank you for that. So why do you think that I might be unable to make outgoing calls?
BT: You probably haven't made payments on your account and you have been blocked!
Me: That's quite an assumption. Why do you say that?
BT: That's probably what it is as there is no fault.
Me: I'm actually £17 in credit, so unlikely
Me: ......*hang up*
Me: Please can you tell me how much to cancel my contract early?
BT: £77 for all contracts
Me: It was £77 in April when I asked you (three months ago)...how come it hasn't gone down since then?
BT: Our charges have gone up since April
Me: Well no one contacted me to tell me of a change in T&C's
BT: Well, we did send out flyers and emails....
Me: I must have missed that random mail shot. Thank you. Nothing quite like a personal, individualised service for your customers!
I then wanted to complain, so I went through their ridiculous long and boring website trail to finally get to someone (no BT your FAQ's didn't answer my question!) and I got through to an online chat...
Immediately I could tell it was someone of indian origin by the language being used and I got cross. A while into the chat...again frustrated at having script given to me...
Me: Please can I speak to someone who understands English clearly.
BT (Guarav): I understand English
Me: I would like to speak to someone who who clearly speaks and understands English.
BT: I am in England
Me: That's not what I have asked for
BT: I am English
Me: Again not what I have asked for.
He couldn't help me...surprise.
This isn't about race, colour or creed, this is about life, about lack of quality relaxation time and time at home as we all work our fingers to the bone to be able to afford to live and the last thing I want to do is have 40-60 minute conversations with people reading a script, who don't understand me and I don't understand them (making me feel racist for saying 'pardon', 'please repeat yourself', or 'I dont understand you, I'm sorry'), to make me so cross I hang up and to make me feel like its wrong of me to ask for someone who is English speaking, who will get to the heart of the problem straight away based on the information I give them in a matter of minutes. Good, quick and quality customer service is not a lot to ask for.
While we're all making cuts and having to provide a better service on less time and money, so we don't lose our jobs, BT get rich quick by paying for cheap and poor quality customer service.
I cant wait to cancel my contract.
Without having to pay them! Roll on January 2013!
Cai Lunn found this review useful
Could not even transfer my number correctly and left me with an unusable service for a week. Never called back when they said they would and lied that the action had been applied when it wasn't. Stear clear as they do not care about there customers.
I had to repeatedly complain to them after their engineers kept unplugging my telephone line everytime they did something int he green junction box down the road. often i was without a phone line/internet connection for a week. It happened 12 times in a 2 year period, each time they said it would cost me £100 if the fault was found inside my home. I kept explaining it was their engineers at the junction box and it always was, but they wouldn't listen. Eventually they apologised, but offered nothing in the form of compensation for all the down time which amounted to about 2 months if you added up all the days!
THEY ARE STILL TRYING TO CHARGE ME FOR A SERVICE I HAVE NEVER HAD WITH THEM,THEY COULD NOT SOLVE THE PROBLEM I HAD AND FED A LINE WITH PHONE AND BROADBAND INTO THE WRONG ROOM IN A SHARED HOUSE INSTEAD OF MY ROOM, AND NOW WANT TO CHARGE ME FOR IT I HAVE NEVER HAD A SERVICE FROM THEM ONLY BILLS, CUSTOMER SERVICE WAS BAD VERY BAD RUDE AND KEPT PASSING ME ON TO SOMEONE ELSE WHO PASSES YOU ON AGAIN, RUBBISH COMPANY,I WOULD NEVER USE THEM AS LONG AS I LIVE.
I was with BT from when I first had a telephone fitted in 1960. I was taken seriously ill in December 2009 and whilst I was recuperating I asked about reducing my monthly payments so that I just retained my land line connection. I was told to wait until the next payment was due in January 2010. When I phoned I was informed that the offer was no longer available. I would have had to continue full payment although the phone was not in use. I had the line disconected and I was told the number could not be reserved and I qould have to pay a full connection fee if I wanted BT again. 50 years of loyalty apparently does not matter! Len Phelps.
Totally hopeless to deal with, have moved the account
I've had a lot of technical problems with BT over the years and have sworn that I would leave them as I got so fed up of waiting for 40 mins+ for their customer service teams to answer my calls.
However in the last 12 months they seem to have improved considerably and I'm now inclined to stay with them for now but won't enter into any more contracts with them as that is the worst part of their business model.
I want to be able to get out of a contract after 12 months not 2 or 5 years as some of thier contracts seem to be
Overall they are not as bad as they used to be but because of how long it has taken them to get to this point then I'll wait a bit longer and reserve judgement for now before giving them any better than 3 stars
We are with BT and never had any problems except when contract ends as they don't notify you. The first I realised was when a bill came through for nearly twice the amount & when I queried it they said we don't tell people when contract ends if you were on a deal!
I thought that with all the hype and bull that you get when giving this lot your money - the service would be reflected... alas... not a hope.
For months I wanted and was promised a better service after trying to set up a simple Direct Debit payment... but whenever I called I was promised it all and nothing was delivered.
Hopefully - I won't have to go back to them.. its just such a pain that one way or the other they get money from line rental... I got rid of my BT phones too...as they didn't last very long... What a farce..
Want faster broadband with 1st class customer service. switch to BT and get 6 months free.
you can thank me later when your enjoying better broadband.
Terrible Call centre. Their operatives are very hard to understand and cann't answer any questions if it is not on there list of things to say. It took me five weeks to get my phone back working properly and the Call Centre kept arguing that all I needed to do was replug my phones. Eventually an engineer came and it was found my wires had disconnected from a telegraph pole. Come on BT return your Call Centre to the UK. I can assure you I am not the only person who feels this way.
phone line is good
BT home hub 2 is not good because the connection keep breaking.
really like the customer service..very good
broadband is slow and expensive
am waiting for BT infinity2 to come out in Rochdale...if they beat virgin media fibre optic then i will move back to BT Insha Allah.
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