“Worst broadband provider ever
The broadband connection is unstable. They setup a direct debit, but they never deduct money from it, instead send me late payment fees!
I really regret that I changed from Sky.”
“Even though my tech support experience with BT was a week ago it makes me angry to even think about it again and write this review, but people need to know how atrocious the tech support experience is with BT, so buckle up.
I had an initial engineer visit who identified a broken fibre component on the telegraph pole in the street. Another appointment had to be arranged for an engineer with a cherry picker van to reach the top of the pole - fine, BT booked this for 2 days ahead.
Fast forward to the day and I wait around all day for the engineer and they never show up, and I get NO notification or cancellation message. I call BT and managed to talk to someone who gave the usual platitudes and apologies and they book another one for ANOTHER 2 days ahead. Guess what happened?
NO ENGINEER SHOWS. NO NOTIFICATION OR CANCELLATION MESSAGE.
I decide to check the BT fault portal and it just says I told them the fault was fixed (I did not) and the appointment was cancelled. By this point I am furious, I have been lied to and had my time wasted again. I try to call BT again to find out what is going on and their tech support line now completely denies you any possible way of talking to a human, and it simply auto hangs up after a message and a text bot spams you saying it is doing some tests, (which are pointless because we're past that stage of problem resolution), and just BOOKS YOU ANOTHER appointment. I had to take a timeout at this point, I'm generally a pretty chill person but I have hit 10/10 anger/frustration.
After composing myself I try to find another avenue to talking to a human to get an explanation of what has happened, and some confidence that an engineer will show up.
I end up finding the web chat as an avenue to talking to a human. This process was also painful, having to reiterate the timeline of the issue with the customer support reps taking 5+mins for each response, and getting switched between 3 reps was tiresome. After an hour on a web chat, we get the booking for the engineer and their promise that the appointment is definitely confirmed and will happen.
Nobody offered an explanation for what happened with my previous 2 appointments, I had to get escalated to a manager and he eventually revealed that BT make appointments with Openreach and give them to the customer WITHOUT ANY CONFIRMATION FROM OPENREACH.
So in my case
1: An appointment was made by BT with Openreach
2: BT gave me the appointment date/time
3: At some point Openreach denied the booking with BT
4: BT didn't think to inform the customer and their shoddy automation just marked it as ME closing it.
Truly. Mind. Boggling.
During the webchat I raise a formal complaint, all this turned out to mean is I get an automated text saying
"We raised a complaint and agreed to keep it open until we resolved your query. If your problem has now been resolved, please reply CLOSE. If you're still experiencing problems reply HELP or call us."
That's not dealing with a complaint, that's dealing with a fault. Oh and you can't even reply to the text because it's a short code SMS :facepalm:
Embarassing BT, it sounds like some executive was hired who just heard that all the cool kids were automating stuff so they decided to force automation into every aspect of the platform without spending the time and effort to get it right.
So as a potential BT customer do yourself a favour and choose literally any other broadband provider. I've never in my life dealt with such incompetence from a tech support platform. I'm switching to Sky when my contract is up, BT could offer my entire 2 year contract for free and I would still switch because the stress is not worth the money.”
“Worst telecom company ever. We are moving out of town and have been told that we owe a £500 penalty to close our account despite being up to date on all payments? Outrageous! Virgin does not slam their customers like that. Once your contract ends I recommend that you choose ANY other provider in the UK (i.e., Orange, Telefonica, Vodafone, Deutsche Telekom, Telenor Group and Virgin Group). Or if you are looking subscribe, DON'T! They do not care about you as a customer and only want your money, and they will screw you to get it.”
“Bill explanation from bt, for disconnecting service and for £27 unpaid bill - "Hi, the service has been disconnected as the bills have not been paid. The service was agreed in a contract and in breaking that contract these charges have been created as early termination fees. The charges break down as £693.71 for the broadband, £18 disconnection fee, £235.63 for the phone line service, which adds up to £947.34. The VAT on this is £189.47. That comes to £1136.81. On top of this the bills have not been paid for the service"
Well done bt, you know how to rip off customers with your contracts”
“Don’t go to bt. Customer care none existent. They only want your money once in you can’t get out of deal. BT to big no communication let hand doesn’t know what rights doing. All round shoddy service with no interest in consumer.”
“Give BT your money if you want hassle and battle. Andrew, BT's customer service supervisor in Warrington, is belligerent, disparaging. It looks that BT makes up their customers' reviews.
BT has lost 126,000 customers in 3 months? (The Telegraph 27/7/23). No surprise. BT's customer service is resolutely determined to drive customers away. BT has my landline number wrong and mobile number wrong which might have something to do with their persistent random rejection of my log on to my BT ID since about late 2021. BT then cut my landline and broadband off in July 2023. It looks malicious as I have told BT many times to correct their numbers.
BT keeps sending links, as fixes to my complaint, to an email address which I have told them I cannot open.
BT would throw up 'We seem to have a technical issue', yet after 3 pass codes, 11 new passwords and 2 PINs and that was done with BT's Luke on the phone on 31/5/23, BT would still reject my log on. Luke said he would raise a bridge case whatever that means and someone would call. No one ever did. Same with Corey on 21/6/23 who said he would raise a ticket and someone would call. Again no one ever did.
BT's Mark in Darlington was accusatory threatening when I complained on 31/7/23 as if it was my fault for the issues and he was only doing me a favour. For the 3 dates and the 3 times that BT then said they had called, I had got not 1 of them.
David's supervisor Andrew in Warrington was belligerent, a bully boy in disguise. Andrew brought up that I was not on a more costly package with faster broad band.
But broad band speed is never the issue. Faster broad band will not log me on to my BT ID. I am a light broad band user. I do not need faster broad band. It says how out of order Andrew is, trying to belittle customers. It makes one wonder why BT has someone like Andrew in customer service and a supervisor at that. Maybe that is how BT makes money. Beat customers into giving up. I would have given BT a negative if there is this option.”
“Everything is just so poor! Setting broadband at the new address takes weeks! Customer service just doesn't exist as they will defend the company at all cost, even thou it's their fault they don't act like it. No compansation for the troubles, you have to request stuff yourself otherwise, not only we are without internet for almost 3 weeks, they will make you pay extra and you run out of mobile data which is also not their problem! Disgusting and awful! One les customer you need to worry about now!”
“Moved on the 20th of June and I still do not have broadband. I was told it would take 12 days to transfer service but still no service. Tech support sent out new hub and engineer. Engineer arrived two days before new equipment and used supplies from his bag to hook up old hub and tell me it works but then he left with those supplies leaving me with no broadband. Two days later new hub arrives without the little white box and grey cable that the engineer had so I could not hook up new hub. Called tech support again for them to say they are sending out needed supplies. I get little white box in mail today but the red cable and yellow cable that came with my hub do not connect to the little white box. I call tech support again to be told I need an engineer that will be here Monday. I can’t take off work again for engineer to come and hook up my hub with supplies from his bag and say yep it works and then leave with the supplies that make it work! It’s pointless!!! I need the grey cable that hooks into the little white box!!! So now I wait again for supplies to be delivered and I have been without service since the 20th of June! Total incompetence, worst broadband company I have ever dealt with. Avoid at all costs!!!!”
“BT are an absolute shambles. It took 1 week less than 4 months for my broadband to be updated to fibre. Every time I called up there was a different story or reason why my order wasn't being progressed. Among other hold-ups was an 'issue' with my account and various other 'reasons'. Nobody that I spoke to could work out what the last person had done or what they could do to help me. I would not recommend them to anyone based on their customer care regime. Their internet could be the best ever but it would NEVER make up for the disaster of their customer services. I did not even receive as much as £5 in compensation.”
“I am so resentful of the fact that I did not check the reviews of other users before joining. This is an awful, dishonest, malicious, hateful company who do not care. They have a "system" that WILL LEAD to you paying your bills regardless of what they charge you, well over the agreed rates, and trap you into a contract you cannot escape. You ask questions, they're ignored. They read the script and do not deviate. They do not care about you as a customer or an independent business. PLEASE for the sakes of your business, if you find yourself here reading this DO NOT USE ONE OF THE BIG COMPANIES. Contact a local IT company, ask them if they have any ideas or solutions with a commercial supplier who really do know and care about the businesses they work with. Do not get suckered into an agreement with this awful company. If you look at the trust pilot review, they just force the cycle "oh contact us on twitter and we'll resolve the issue" - meanwhile, no resolution. Just get you through to a nasty individual who does not listen, just spouts the same message. Furious, and I'm trapped. Please do not make this mistake.”
“I cannot afford to pay £90 a month for BT! I spoke to customer services and the only options are either to stay with you for a slightly cheaper bill or if I leave early , I have to pay £311 for ending contract. During these difficult times , you are not concerned about your customers at all.”
“Very bad service & also extremely bad customer service. Nonstop Hidden charges.
Fully Rip-Off company. Please avoid to do any contract with this Bt small business for telephone line & or for mobile services”
“I’m not surprised when I view their rate here and found it in red and 87% gave 1 star, that’s mean the customer care is zero and they don’t care about what customer satisfaction!! They increased my bill price by 19% for inflation!! And the funny thing that a new customer getting a better price than old customers by 30% less !!!!!!! Why the operation cost and inflation for BT just on the old customers and new are not !!!!!!! My fairly advise don’t trust BT and go with any trusted company which really be honest by treating you as a customers not as a pay machine for their bad services. Don’t go with BT”
“Appalling customer service , dishonest service , really high charges. Patronising staff. Avoid at all cost , they left me with a very bitter feeling.”
“Genuinely appalled by BT's price increases (only 6 months into my contract). They are citing inflation as an excuse but are in fact raising their prices by 14.4%, 3.9% above current inflation levels, which are projected to drop rapidly.
When challenged, the company line is that their costs are increasing like everyone's but this is a sham - they made £7.6bn in profit last year, off £20.9bn revenue (publicly available source: BT Group plc Annual report 2022). That is an obscene profit margin.
This is no more than a cynical attempt to cash in on the cost of living crisis. In difficult times they are choosing shareholders over customers. Philip Jansen the BT CEO should be ashamed of this and I would encourage customers to tweet this message to him in protest.
The above is compounded by the disgraceful early termination charges, which essentially hold you hostage to their unreasonable price increases. I would encourage others to find and share any loopholes they can here.”
“BT Continued to charge me over £7 per month for an email address that was not clearly not in use since 2004 and had not notified or have any record of notifying me. Spoke to various members and was left handing on the phone several times by the complaint resolve team who only offered £20 then £45 initially and then some guy called Cameron said he was in charge said it would be only the £20 and that he would send paper work out for me to sign which he didnt, that was his final decision take it or leave it!. This highlighted when I changed banks and was clear on my statement. Over £800 had been taken by BT and no concern what so ever for the wrong they had done. Even as a former employee this is totally shocking and just goes to show you should never trust them.”
“Company is judged by it's capability to solve problems. Let me tell you me issue with it. In total i was with BT for around 7 years. had some issues but not major ones till this day. Only small ones that highlighted their staff lack of inelegant. But last year i have encountered very big issue. on 10 August i have renewed my contract with them for the monthly price of £33.99. That was a new offered fibber broadband. So it took them almost 6months to instal a new line at my address. All this period i was paying £50.44 instead of £33.99 that was promised on the day of order. so now after 6months they have installed the line (last month) and straight forward rising the price. So out of promised 33.99 i had only one month.
So in summary: They miss sold a service, and scammed me on the price.
I know other providers are no better but still, this one, won't get my money after this contract will end up.”
