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 been with other phone+broadband provider for 4 years and I've never EVER had such problems than I have for the past month with BT.
I moved my landline and broadband to BT. I don't want to write the whole story cos it would take several pages, but to cut the story short, BT has problem to deal with simple requests, their techincal support in India is just a pure joke, they do not know ANYTHING about broadband, they keep lying to customers all the time, also, every time when I call BT, no matter at what time of the day or night there always is that IVR message saying "We are sorry, we are currently extremely busy ... blah blah blah".
Anyway, just waiting until my contract ends and I'm running away from them! Never, EVER again!
One star is way tooooooooo much for them!
P.S. The documentary "Diverted to Delhi" shows how the offshore BT customer service and tech support works. Just watch it!
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
I moved house on August 18th and did a moving home on their site - Despite numerous calls they are still charging me for the old number ( and the new one)!
I also called to cancel my BT TV package and was told to cancel a month before my contract expired - I did this and guess what - they charged me 199 quid - I called and they said I cancelled on Nov 9th and the contract ended on Nov 10th! I told them I followed what they told me to do!!!
I also upgraded to their super fast fibre optic when I moved - Don't do it - endles problems with the service cutting off a dozen times a day and also much slower than they advertise!
My recommendation - don't bother with BT - I've installed Talk Talk already and they have been great
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.
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