“One of the worst customer service experiences I’ve ever had – appalling from start to finish
I genuinely cannot believe how badly BT has handled my broadband installation following a home move. I notified them on 1st May about my move on the 16th, and was promised installation on 20th May. Since then, it’s been nothing but lies, confusion, and chaos.
On 17th May, BT cancelled the installation without explanation and said they’d send me a temporary EE hub — it arrived days late and didn’t work.
I was then told my whole order was cancelled because they couldn't switch off the internet at my old address — no new date given, just “could take two weeks”.
Then on 20th May, while I was still chasing answers on the phone, I randomly got a text from Openreach saying an engineer was at my new house. I had to race home from work — luckily the engineer was still there and installed the internet.
That should’ve been the end of it — but no. On 27th May, my internet was disconnected. I called BT and was told they turned off the wrong house – my new one. I was told to reorder broadband, which I did, and was assured it would be back on the next day (28th).
Surprise: it wasn’t. And when I rang, I was told the person I spoke to the day before had lied, and I’d now have to wait until 10th June.
When I raised a complaint, I was told nothing will be done until after 10th June, and that there’s nothing they can do. Really? A company the size of BT can’t escalate a mistake or speak to Openreach to fix a two-week delay?
Meanwhile, I work from home and this has massively affected my job and income. I've had to travel to cafés and family homes just to work. Even worse, my home security system relies on Wi-Fi, and as a woman living alone, I now feel completely unsafe. No working internet. No security. No support.
Add to that random cancellation emails at 3AM, unhelpful staff, and being misled at every stage — it’s just a complete joke.
This needs to be fixed urgently. I wouldn't recommend BT to anyone after this. Avoid them if you value your time, your job, or your peace of mind.”
“I learned a valuable lesson about the importance of thorough company research before engaging with their services.
I was grateful that TREQORA . com not only took my complaint seriously but also responded promptly and helped me recover my funds.
Their swift and caring actions not only provided a sense of relief but also demonstrated their dedication to ensuring customer satisfaction.”
“Choosing to work with Fred Mercy was the best move I made. Their guidance was clear, their communication consistent, and they delivered exactly what they promised. Trustworthy and reliable—highly recommended for anyone seeking fund recovery.”
“From the moment I contacted LOSS AID.COM , I noticed a clear difference. They asked the right questions, took time to understand my case, and didn’t make any false promises. Their honesty and diligence helped me get back a large portion of what I lost—and restored some of my trust in people.”
“BT2232NB2PH order number
Dear / Madam,
I have placed an order online via your website for the new broadband and line. Before placing an order I have contacted BT sales team - they have confirmed all details are correct as per website, so I completed everything online. This order was placed for a new company: Contemp Antique ltd. However, I have already BT line connected to the property. Now, every day I keep receiving calls from different members of staff saying that they need to cancel the order. That something is not right on their system internally and they do not wish to comment on what is wrong. Today around 10am I received a call from your member of staff, who was very rude and unprofessional. She persuaded me to cancel the contract without a reason. She was angry and wanted to end conversation fast.
I would like to make this official complaint, as per contract I should receive my equipment before 29th of May, plug in and start using it. I feel that unprofessional members of BT team are making inappropriate calls and trying to delay my order.
I need to make sure this is resolved effectively and professionally by trained member of staff for the price and contract conditions which were agreed by filling in online forms.”
“When I couldn’t access my money, I felt lost, but Mrs. Lucy and her team stepped in. They were attentive and professional, guiding me every step of the way. Thanks to their support, I managed to recover my funds, which I never thought I would.”
“To be honest, when I got in touch with LOSSAID,COM I wasn't expecting much. It would be another runaround, I thought. However, I was taken aback by them because they offered me realistic expectations, didn't demand payment up front, and I started seeing effects a few weeks later. While not all of it was recovered, it was far more than I ever imagined. It's worthwhile to speak with them if you're stuck after falling for a scam.”
“Keep getting credit agency letters demanding a £15.71 bill l do NOT owe . I changed over to EE . Always pay by DD . BT agreed TWICE l do not owe yet lm still getting texts and letters from CRS .”
“BT used to be a great company to be with, you pay through the nose, year on year for a service that just remains exactly the same, what changes so much that it has to go up each year apart from the shareholders wanting more money in their pocket, they entice new customers in with a nice deal, but they don't really care about looking after their long time customers who remain loyal. I've been a BT customer for around 15 years, but i think it's time for me to say GOODBYE 👋”
“Three years of constantly loosing broadband many visits from open reach nothing wrong with there equipment call BT help so many times no use whatsoever phone call centre Manny Manny times same old script we will send an engineer again over and over I wrote to customer service the reply we can send an engineer I am an elderly disabled man no TV I rely solely on my broadband for entertainment and contact with the outside world BT are the most useless service provider I have ever encountered I would never recommend them to anyone. Poorest service in UK”
“My mother who’s almost 70 was treated terribly by this company. She had someone come into her home which left her feeling vulnerable, and push her endlessly to accept a free trial even after she repeatedly told him she already had internet and didn’t want to switch. She has mental, physical and neurological health problems and was very confused during all of this. Eventually she relented and signed a form which he said was only for a free trial, not explaining she would need to cancel this and knowing she didn’t want it.
We both only learned that she had entered into a subscription when she was charged. Upon calling BT, they said there was nothing they could do as my mom had signed a two year contract, something that was NOT explained. She hasn’t even unpackaged the box they sent and would happily send it back and pay for the month, but they want to charge over £200 to cancel. She had a breakdown this morning, told both myself and BT that she is suicidal because she now can’t afford her rent, so I will be paying it for her this month and will be unable to pay my own bills as a result. I don’t know how we’ll manage for two years.
I understand that she signed a contract, but bullying and misleading a vulnerable woman isn’t the way to bring in customers. There should be some sort of case by case review where they display basic empathy but instead she’s left with a £60 monthly bill we can’t afford for a service she won’t use.”
“I made a mistake when I trusted these scammers with my investments :( these creeps stole all my savings, they kept promising me good returns, but it was just a scam, a sham... I lost over $36k and now even the lawyers won't help me, But all thanks to Mrs Presley Jossie for helping me recover all my losses including my profit.. WhatsApp: + (1) 559 -214-9914
Email: ( p r e s l e y j o s s i e @ g m a i l . c o m ) ......... They are so fast and reliable%100..”
“Reported broadband and landline down on 28 March 25. They arranged for engineer to attend on 31 March.
Nobody appeared. Called them back to discover no engineer has been booked.
This is the second time this has happened. You need to have a look at your support staff. They’re not doing their job”
“As an entity, BT cannot, or will not, deal with a bereavement sensibly or properly. I keep getting mail, addressed to my late mother, despite me telling them she has passed away. A refund she is due has been a nightmare to arrange, so far unsuccessfully. They show little or no compassion; spending hours on the phone to get nowhere is frustrating to say the least. Oddly enough, there is no e mail address to be able to make a complaint, which suggets they must get an awful lot of them! Righly so. Rubbish service all round.”
