I literally cannot emphasise how bad this company and their practices are. I would encourage any one to stay well clear, and find another provider for your internet etc. It appears all staff are encouraged to lie and will try and claw money from you by any means necessary. I ended my contract early as I moved house some months back. As a result of this I was slapped with an early termination fee. Fair is fair - I knowingly opted into a longer contract. With the cost of the last bill, the early termination fee and the cost of the kit, which I eventually returned, I was left with a substantial final bill. I was struggling to pay this in one go, given the current climate. I rang multiple times only to be told that no payment plan of any kind could be set up. The bill has to be paid in full or it is sent to a debt collection agency, no questions. They also like to repeatedly send emails reminding you of this, I assume as a form of intimidation. I offered to pay back over a period of 3/4 months and to setup a direct debit but was declined. Bizarre, as their letters explicitly say if you are struggling to pay contact us. The next issue, which turned into a 2 month long nightmare, was the BT Hub. I was told this has to be returned or I would have to pay a £50 charge. Over the course of 2 months I repeatedly requested a returns bag to send the kit back. This bag was never sent, yet they kept sending reminders to pay the bill. Enoughs enough, so I ring and explain the scenario. The advisor told me that the fee would be wiped as a gesture of good will and the return kit would be sent. This, I was assured, would arrive within a day. Fast forward a week and I still hadn't received the returns kit and I was STILL being told the £50 remained on my bill. Evidently the advisor had lied to get me off the phone. May I add that the advisor told me that there was a note on the account saying that BT had failed to send multiple return kits. No one notified me of this though, I assume because they want time to run out so they can slap me with more charges. I finally got the returns kit and sent the kit back. I phoned a different advisor on the day of returning, as well as after I had been to the post office. I gave the tracking number, and he said all fees would now be wiped. I requested an email to be sent to confirm this as promises had been made before. An email was sent confirming I had sent the kit so I thought all was finished. Today is the 31st December and I get ANOTHER email saying if I don't pay the fee for the Hub right away it will be handed to a debt collection agency. I am literally pulling my hair out at this point. When I spoke to an advisor today, she said the previous advisor had not marked the kit as returned (I have been now lied to by 2 separate employees). She said BT had actually received my kit on the 22nd of December, yet I am still getting warning notices on the 31st. When asked why this was not resolved internally Kate provided some half arsed excuse about strikes. To be honest, her answer didn't even make sense. What do Royal Mail strikes have to do with BT marking my kit as returned? I have no clue. The kit was received on the 22nd yet I was still getting threatening emails. The case is now resolved, but I would urge any one to AVOID using BT at all costs. Employees seem to be incentivised to lie, and they will do anything to make a few quid out of you. Terrible and deceitful service, poor communication and more. Please avoid.
1 year ago
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BT has a 1.4 average rating from 714 reviews

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Alice, Customer Support

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