“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.”
“Haven't got the equipment connected yet nine days without tv viewing it's not acceptable .An employee said an 89 yr old set up her equipment .So rude and at this point of time I really can't trust this company .Appt made last Tuesday the engineer failed to show up .I asked them if someone could set the equipment up and they said it was easy I'm not a techie but a 71 yr old woman who needs a tv”
“what went wrong ?BT went wrong ,im a vulnerable person who needs the internet to keep in touch with the hospital as i have to do daily reports on my condition, BT were booked to come out and install full fiber wifi and did not turn up on the 23,11,22 so i phoned to find out why ,to be told it had been cancelled ,when the old provider turns off next week we are left in the cold ,no wifi. my mrs wont be able to work and i wont be able to contact the hospital absolutely disgusting service,would i recommend lol you must be joking ,complete waste of time”
“I HAD TO CONTACT BT TECHNOLOGY DEPARTMENT BELFAST DUE TO A QUERY
WITH REGARD TO MY SMART HUB 2 I HAVE TO THANK SEAN FOR RETURNING
MY CALL TONIGHT WHEN HE CARRIED OUT A BROADBAND AND LINE TEST WHICH
WAS APPRECIATED TOGETHER WITH INFORMATION REGARDING MY EXISTING HUB.”
“No customer service, had our line taken over but still charged a early finish penalty. Complained spoke to an agent who lodged complaint. Agreed a call back the following Sunday - no call or no email to apologise or make an alternative arrangement. Money taken from account so I guess they didn't accept that the line was taken over so been rinsed. Will never use BT again. Terrible.”
“BT senior directors should all be fired !
Can’t get an engineer to fix unstable internet in the house. Been 3 weeks and BT are hopeless. They subcontract engineer service to QubeGB ltd. They have cancelled two appointments last minute on the same day. They have now offered me another in 5 days. The BT seniors directors should all be fired. Qube GB are making huge profits whilst delivering awful service. The BT board needs to be accountable. They have a supplier failing to deliver service yet this supplier is making huge profits. Check their accounts out !”
“Absolutely everything went wrong from making an order with bt business on 17 August 2022 to being here on 16 November and still no line connection. Diabolical and unprofessional. Unhelpful and incompetent would be just the tip of this iceberg of utter stress and time wasted.”
“someone was to phone me on Sunday was in all day no one phoned
tried to contact open reach totally impossible haven't got a clue what the recorded messages say.
l just wish they would come and strip everything out
NOT FIT FOR PURPOSE”
“Bt business has the worse customer services provided.
Staff is unprepared, service took 3 months to start. I have spender time, lost money at my shop daily with no internet. With no explanation and I was charged a month before start and I was full charge for a cancellation not requested!”
“Customer service are very uneducated. And are actually DISGUSTING. When they answer the phone, you tell them the problem. They then put you back in the queue because they can't be bothered to be professional. And after waiting almost an hour for someone to answer in the first place.”
“Can do better..........trying to obtain some information from BT can be difficult as the 150 contact number does not work, the inside the UK tel number does not give you want 'information' options on the auto answer, and texting them gets you an 'auto bot' that does not provide info......so you end up reporting a fault, (when there is no fault) but you will eventually (40min) get an actual person to talk to, which will then get your info answered.”
“23rd October 2022 and we have been without broadband since 7th October. Two days now and no landline. One Cube engineer has called and he didn't have a clue. Four Openreach engineers have been and they can't sort it out either. Didn't even bother turning up for last appointment. BT helpline is not fit for purpose. Keep cancelling my complaint when it is unresolved. Clueless advisers in Bombay who don't know what they are talking about. Next Openreach visit scheduled for Wednesday - if they bother turning up again. BT is a total cowboy outfit. Alexander Graham Bell had better engineers ! One star review is over generous !”
“Leaving this company is impossible. Only way is to call them on phone lines that are busy for more than two weeks now. I ordered bag to return router before I managed to cancel my broadband. Can I just block my direct debit towards them? Will they be awful enough to go after me cos I couldn't leave?”
“What a horrible company move 3 weeks ago was told by BT not a problem in reconnection to new property, now been 3 weeks still waiting to be reconnected. Had appointments but no one turned up and no explanation. Tried phoning but can't get to speak to anyone . What a nightmare
Bet”
“My partner had BT sports, when he died i contacted BT as the contract was his and in his name, they then went into his bank account and took not 1 but 2 more payments even though he was dead! when i complained i got a refund of £3”
“I ordered a new router from BT.(hub2). The engineer came to install it. It precisely told him where to put it and where to connect the cable however he decided do do it on his own and place everything where he wanted without listening to me. He left all his rubbish and just left. I called BT to resolve the problem however they kept telling me that it could be a danger for his health. He could climb to connect the cable near my roof which is about 6 meters from the ground however he could not put the cable where I wanted to which is only 2meters from the ground.
They offer you offers for less money only for the internet to be literally rubbish.
I will never use BT internet and I wish that I never got in contact with them to order.”
“BT are fraudsters and criminal's they ignored my message today when they message me on after trustpoliet then told me to go to Facebook then like I said on Facebook messenger they ignored me and now trustpoliet blocked me from sending another review today both absolute criminal supporting criminal's BT and trustpoliet.”
