“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.”
“Moving house next week, and found a good deal on broadband/tv with BT. Next day get a notification to say installation would be in 3 weeks time! Not at all acceptable in the work from home age. They charge 30 quid to install too! Cancelled.”
“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.”
“My complaint is still on going and awaiting compensation for faulty landline for which I have been paying for over two years. It is now fixed but it took 37 days to do so and 3 missed engineers appointment (wasted days). BT said I would get compensation but have heard nothing since the 22 February. They do not answer emails. I have now cancelled by contract with them and changed to TalkTalk. At least you can get a good response from them. I will await my claim for compensation????? I was with BT for over 60 years. Loyalty means nothing”
“Total shambles from the very start.
Moving from Sky Broadband to Fibre with BT - engineer booked and came out to install Fibre cable this morning. He didn't tape the Fibre cable to the Broadband one correctly so he ended up pulling out the current Broadband cable and then blocked the hole it came through by panicking and knocking rubble into it. Neither cable will now run back through to the supply in the street.
I now don't have my current Broadband or the Fibre that was due to be installed today. I work from home and I have 6 client meetings over the next 2 days - BT have offered no workaround to help me actually be able to work and "can't chase Openreach". Just ask me to "call back later"...!
I'll end up missing out on work and BT couldn't careless. Total mistake moving to them.”
“I had trouble with BT TV. The issue wasn’t immediately solved, but:
1) I had no problem getting through to speak to BT
2) Each agent did all they could and then arranged engineers to come out
3) Each engineer (3 in total) came very quickly, arrived on time and did everything they could
4) As things had been progressing, one agent took ownership of my case and saw it through to conclusion
5) The agent’s boss authorised a solution that was “not the norm for free” and my issue is now resolved.
From my experience BT do care about their customers, they do try and resolve issues and I have been impressed.”
“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.”
“Poor broadband and even worse customer service. I had FTTP 900Mbps installed back in October 2022 and it worked fine for around 6 weeks. Since then speeds have gone significantly slower and noticed buffering and pixelating. The speeds vary but in wifi I get around 40Mbps - 80 Mbps, and on ethernet between 150Mbps and 180Mbps. Meant to be 900Mbps; to be honest the speed is not the issue, it is the pixelating and buffering that is the issue and that is on multiple device's. No-one is interested in taking ownership of the issue. I have had a qube engineer attend on 21st February and ruled out the hub (they were meant to attend on the 20th but they cancelled the appointment 30 minutes before they were due to attend!!). He at least acknowledged there was an issue and advised someone will be in touch in 24 hours. On Thursday 23rd February I spoke to Joe at the Tech Team who was unhelpful really and kept saying the speeds are fine, when they are not, and there is nothing he can do (after spending approximately 30 minutes on the phone). I advised Joe, that this is a throughput issue but the Tech Team don't understand this terminology. So why are they the Tech team? After complaining and advising I am not happy with this I got told I would receive a callback from a manager. It has almost been over 2 weeks now. I messaged BT on facebook and was told someone would call me on Monday 6th March. No-one has called or left a message. I have contacted BT again through facebook today and been told that "a manager tried to call you but they were unable to get through"! No-one called me and no-one left a message. So annoying and poor customer service. Still waiting........”
“Was charged £125 for cancelling the service early (2 months) eve though it didn't work for 2 years and we had to pay for a different provider. Customer service is terrible and you'll waste hours of your life on the phone to them. Terrible wait time for engineers. They'll comment on this post saying they're willing to help but you go through the complaint service over and over with the same outcome. Avoid at all costs!”
“Disgraceful company, will put your bill up at any opportunity, unreliable internet and non existent customer service. Once my contract is up I will never go with them again.”
“It's bad service, I sent modem to them but they charged me for it ,which is awful and i feel like fraud... don't go for BT it worse service and line is ....”
“I resigned for another 2 year contract in Dec 2022 and negotiated a reduction in the bill to stay with BT. I was only charged the reduction once. After 2 formal complaints and 8 calls I am still paying more than the contract agreed price. They could not be more incompetent. The truth is they very carefully bounce you around until you get bored and give up.”
“Dear Sir/Madam,
We have been BT Broadband customers for 18 years but are extremely disheartened by the appalling service we have received over the last 4 months. We have endured a great deal of stress with time wasted, incorrect information given to us and appointments missed.
We list below a time line of events.
1/ October 2022. Received an email from BT stating our contract was to end 17.11.2022 and providing a choice of 2 options. The first was to continue with the same plan at a reduced rate of £27.99 per month and the second was to upgrade to BT Halo 3 at £33.99 per month which included Home Tech expert support, a keep connected promise, a mobile data boost and home phone unlimited minutes. We chose the second option, expecting to receive an improved service. We then received an email inviting us to book an appointment for the home expert to fit the new hub and ensure our service was effective. We received several text reminders to be sure to be home on the day of the visit.
2/ November 17th 2022. Appointment was for between 8 and 12 noon. A contractor arrived at 9am and immediately asked where our new hub was. The hub was supposed to be delivered by Royal Mail, however we had not received it. He said he could not do anything but we would soon receive the hub which was easy to install. Meanwhile he checked our broadband speed and just laughed at how low it was. Consequently he ordered 3 discs to be sent to us to improve the broadband speed throughout the house, which again would be simple for us to install ourselves.
3/ November 18th 2022 4.40pm. R phoned BT to enquire about the new hub , still not received. After a lengthy wait and conversation, the operative said the hub had not been sent as it would not work on a copper system. We were obviously very unhappy as both the order had been accepted, we had been told to wait in for the engineer and no contrary information given. The phone conversation was transferred to 3 different representatives and lasted 2 hours. The final operative was so appalled by the service we had received that she raised a complaint.
4/ January 19th 2023. After Christmas, New Year and no further correspondence, R telephoned BT again and requested we return to the original contract at £27.99 per month, as we were unable to take advantage of the better hub. However the agent was adamant that we had signed up to the new contract for 2 years and that we were able to use the new hub on copper. R gave up, the call lasting another 45 minutes.
5/ January 26th 2023. R called again re our dissatisfaction with the service. He spoke to a manager who informed him we were only eligible for the discs on the Halo 3+ contract at £37.99 and the new hub and discs would work on copper. He also persuaded us that S should change her mobile phone contract from BT to EE as it was a better deal. He offered to make an appointment for a home technician but R suggested to wait for the hub and discs to arrive or we would be in the same situation as before.
6/ January 31st 2023 (As an aside ) S received a text from BT stating that she had broken her mobile phone contract with BT but would not be charged on this occasion!
7/ February 9 2023 R rang BT again to check on hub and discs to be told that on this package the discs are chargeable and we needed to upgrade to another deal. However a home tech expert would come to check our broadband. Unfortunately she was unable to get into the system to book an appointment. She promised to call back on R mobile (he supplied the number) the following day.
8/ February 10th 2023 S received a text (on her phone not R ) stating BT would call between 10 and 12. 11.55am BT telephoned S, out and about with her daughter. The operative was unable to get into the system again, she was working from home. S suggested she make the appointment and then text us to let us know the status but she said S needed to be on the line to make the booking. She was unaware of the complaint or why an appointment was needed. She eventually decided to try later and promised to call back by the end of the day. The call lasted about 15 minutes but no further call was received.
9/ February 13th 2023 S received a text to say BT would call between 10 and 12. Again no call was received.
10/ February 14th 2023 R called BT to make appointment. Again a 20 minute call but appointment made.
11/ February 16th 2023 S received text saying BT would visit between 9 and 12.
11.30 am Engineer rang to say running late to do our TV installation!
12.30 pm Two contract engineers arrived expecting to install a BT television. They again could do nothing but rang BT for us and BT called back immediately. We explained some of story but it was inexplicable why we had been booked for a TV installation. Eventually we were transferred to sales where the agent could not get into the account as it was locked because we were supposed to be having a TV installed. He told us to call back in 24 hours.
To sum up, we are now 4 months down the line, with exactly the same broadband speeds as we had, yet we have an extra £10 monthly payment. There has been a catalogue of errors, misinformation and incompetence which has contributed to an abysmal customer experience. From a customer point of view, the original order for Halo 3 in October should not have been accepted by BT. We should have been advised, being on copper, to sign for the £27.99 contract and avoided the stress and frustration of these last 4 months. However BT operatives do not appear to have the knowledge to give advice on these contracts but seem to be incentivised to persuade customers to upgrade at every opportunity.
As previously stated our customer experience has been horrendous and we would never be able to recommend BT as a broadband supplier. We think we should therefore be able to rescind the contract and reinstate the basic deal of £27.99 per month.
LETTER SENT TO BT BUT NOT HOLDING OUT FOR ANY HELP”
“Horrendous company charged me in 20 mins for broadband a month ago
I made it clear I don’t have the socket for the phone line and would need an engineer
Wasn’t processed correctly they said sorry and filed it as a complaint.
They promised an engineer would come out
5 different occasions the engineer they booked and Confirmed did not show
We even booked in extra staff to accommodate them
We said to cancel the contract if they think it won’t come on the final time, they knew that they were “assigning” engineers and they weren’t turning up but still said that this time would be different.
Ofcourse no one came, they also stopped calling - I would contact and be promised a call back that would never come.
Called to cancel and get a refund and compensation for the staff that had to sit, they tried to say I have a pentalty for cancelling the broadband that I’ve paid for for a month so far with 5 engineers never coming.
All companies might tie you into contracts but do yourself a favour and go with someone who will atleast give you what you bought instead of scamming you essentially.
Wish I read the reviews before
They know they’ve made a massive error and are just trying to continue to send me cables instead of just cancelling after a month of wasting my time
Lone behold not received any cables and no “managers” or “complaints reps” have called when promised. Shock .”
“Ordered fibre broadband in October,only just been installed today after a full day where the engineer turned up & discovered the fibres hadn't been put in, had to wait for them to come back. During the time between the order & installation had very little information & kept changing the dates. when I did speak to someone she was rude. Will be changing suppliers asap”
“Worst customer service ever, Took 2 weeks to setup internet and on last day they told me on call it was cancelled and then said it was failed and asked to wait for another couple of weeks. I cancelled the order. Please don't use their service / place order with them. As they just gonna waste your time.”
“Appauling service. 3 months to connect us and when they finally arrived they fitted the hub on the floor in the corner of our bedroom . No internet to half the house . Customer services couldnt care less . Waste of time”
“Well, what a terrible, insensitive money-grabbing company! I'm trying to block outgoing calls and cancel a BT landline account after bereavement - is it easy? - no it is not. After my mother died recently, as executor I kept the account going just for safety because the house was empty and the security cameras needed internet to function. After getting confirmation that the house was to be sold, with completion in a just a few days time, I immediately phoned BT, and after 50 minutes of fractured conversation all I learned was 1) BT won't close the account for another 30 days -note: not "can't" close it, they just won't close it. 2) BT will not block outgoing calls, meaning the new occupants will potentially have a live phone line for free. Note, not "can't "block outgoing calls, they just won't! So, BT, shame on you for your callous approach to your poor customers. You are the worst of the worst.”
