“We joined BT despite numerous bad reviews as we knew people who had great experience with them... A week after our activation date we are still internetless. We have tried time and time again to contact BT to get the problem resolved. Customer service have been very evasive and unhelpful. They have said openreach would be going out on Thursday to sort the issue, they still have not gone out 3 days later... We have had no update, no communication on when we will have internet. We are both working from home and this has been worse than a nightmare for us both with no light at the end of the tunnel.”
“BT leave vulnerable 85 and 87 year old without working phone for 8 weeks and counting!
Its being handled by the priority care team, obviously top priority means nothing to BT, Sent emails to head of customer service, CEO of BT and of course all other departments and teams involved, no replies from those at the top so no chance of the underlings don't care either.”
“despair at BT nowadays. For the past 2 months, over 20 phone calls to them and several hours on the phone I still have 2 landlines. Is it too much to ask just to transfer the broadband to the other line and then close the first line? Every BT advisor has a different opinion of how to do this. Their complaints procedure is not fit for purpose and they never call me back. Usually half an hour wait to talk to them then constantly transferred. Its time the Government looked at their infrastructure monopoly in the countryside.”
“I have a business operating, this was a new business which opened on 25th Dec
I took a contract and telephone, broadband package with BT since November 2020. Which was a cloud express wireless phone & broadband.
I have BT broadband on my other business which i know how to set up. I set this up and the machine was flashing purple.
So I called the BT express team in November. Who said they will resolve.
I have been chasing this since November and no one has bothered to resolve this.
They have sent a new modem out and the issue was not resolved.
They sent a 4G reassure dongle and the issue wss still not resolved.
They cannot tell me what the issue is as they keep suggesting its an issue from openreach.
I called couple of weeks before my opening date of my business and they said the issue will get resolved ASAP! But im here on the 19th Jan 2021 and the issue has not been resolved.
I am loosing money on a daily basis. Especially during this pandemic time where small business are struggling. BT have made it a even more of an traumatic time.
My Card machine operates via WiFI. Its embarrassing as a business that we cannot accept any card payments since the business has opened. Which is putting me and my staff at risk just because BT cannot be bothered to resolve an issue.
Spoke to almost 5 Staff members, got all there names:-
Emma
Michelle
Joey
Chris.
All of them cut me off whilst putting me on hold, was told at the start of January that I would get a managers call back but that has not happened. Was told that it would be 48 hours to be told on the phone today that it will be another 48 hours.
Asked today if that was put on the complaint. The women on the phone advised that there was no request been put in place. It feels like the staff who are working from home cannot be bothered to understand the needs of the customer and only concerned about the paycheck.
This is very disappointing for the huge business like BT and the Express team let the company down immensely.
Furthermore, BT had taken Direct Debit for the services that has not been used. When promised that I would not be charged.
I keep getting false promises from individuals in this company and they fail to fulfil them and then when you advise that you want to leave BT. They advise you that your tide into a contract and that there is early termination charges! Like they are some bailiff.
How can you possibly say that, surely, I have not used any of your services, I'm getting calls diverted to my personal mobile and internet is still not working so my epos systems do not work, my card machine does not work, surely BT have not honoured there end of the contract.
I'm very disappointed and disgusted by the behaviour of BT and the cloud express team.
There offshore team is more competent then the individuals I spoke to.
I will be putting this on all social media platforms.
Please if you have a business make sure you check if BT are right for you.”
“I have been hanging on the phone for over 3 hours today and similar amount of time last week to get my landline and broadband connection without any success. I have just been passed around different departments , cut off three times today and the last person says she is not trained to deal with Digital Voice so can’t help me with my problem. The service is worse than you would get in a third world country!! I wish I had gone to Virgin for my broadband. Aaarghhh!”
“Terrible
Terrible, Terrible service. Internet down since Friday, and we work from home. Sent the wrong guy to fix it on Saturday, so now we are looking at Wednesday at the earliest. Asked for a SIM to get us buy and told I need to upgrade the package. So I have to pay more to cover poor service. Still in contract until next December but will be off as soon as it expires. Why did'nt I read the reviews. Doh.”
“Hello, I opened an account with Bt though I never actually received ANY service as I had so much trouble getting set up! The service engineers did not work after 3:30pm as it was going dark! Even though the time slot was 1pm-6pm. Nightmare getting communication on phone, hours waiting, staff not delivering what they promise, no equipment delivered. An absolute nightmare!!!!!! I cancelled everything and asked them never to contact me. I have gone back to my previous service provider with a better deal. Stay clear of BT. They are useless!!!!”
“bt really annoyed me please i cannot blame the staff but i must say some are so rude they think they have shares or the ceo of bt i think not just want to let you know my daughter is very ill so is her mother so unable to post the hub back and you are not due for it till ending of jan i have paid for it till 24th of dec or jan so when am well i will ring you to find out how to i wont steal it if you cannot wait for the hub see you in court ok ha ha bt worried about silly hub and people dying every day virus every where and bt tell me if i dont send it back they will charge me your staff digust me take me to court”
“This is by far the worst customer service one can ever experience, ordered a Fibre Business line package given number then said they made an error. Gonne to print on sign and cards! No one is there to even help or answer any question, all we get is give us 24-48 hours and we will sort out and now been 2 weeks and on the phone to them over 5-6 hours! wasted time in my life! avoid this company!!”
“We were moving house on 10th Oct so I informed BT on 19th Sept. As of today we still are not connected to the fibre broadband. Engineers came and failed to find the duct that was under a wheelie bin they didnt move. We were sent a hub so that we could use the copper broadband in the meantime, however we found that at some point the phone extension had been disconnected by an Openreach engineer when replacing the cover on the master socket. Without this extension the hub, phone and wires were at the bottom of the stairs and could easily have been tripped over. I phoned BT and asked that someone could reinstate it. I have found out today that I have been charged £85 for them to do that, bearing on mind that it would not be needed if they had connected the fibre in the first place and they were the ones that disconnected it, I think this is a cheek. I also noticed that on my order the engineers due today are now estimated. So I'm guessing they wont be turning up. I guess another phone call (the 10th) and hours of my life I wont get back will be needed today. BT sort yourself out you are a disgrace.”
“Absolutely rubbish! My new activation date was to be 24th nov, then 1st dec as no space in cabinets, then 1st jan 2021 which was completely unacceptable. They left me with a £40 refund and that was that! Stay well clear if I was you!”
“I would not recommend BT to anyone. What should have been a simple and easy case of transferring my existing account and service to my new address when I moved house has been an absolute nightmare. They cancelled part of my order on my moving day took over two weeks to put the new order through (leaving me without a working landline or internet service for a number of days), billed me for an increased tarrif at my old address account after I'd moved out, assured me that they wouldn't debit my account for this incorrect bill but did anyway, they've also set my new account up on a higher tarrif then originally agreed, and have ignored my last six emails to the Home Moves Team trying to get this all resolved (who'd promised me a call back two weeks ago, but who still haven't called me). I've also spent hours repeatedly on hold also trying to get through to someone to get it sorted (I'm currently on the phone to BT in a queue and have already been on hold for over an hour this morning). I've lodged complaints which have not been dealt with, and this is still dragging on six weeks after first advising them of my house move. Absolutely unacceptable way to treat their customers! I'll be raising this with the Ombudsman if BT don't get it all sorted out soon. If you're thinking of moving to BT I'd advise you to avoid at all costs, I'd really wished that I'd just switched to a new service provider when I moved house!”
“Horrible service ! Have paid for my contract with them, a month has passed and they still haven’t implemented the equipment and the wifi in my place. Have had 5 arranged appointments with them, and every time the engineer did not show up and did not even inform ! Completely unacceptable, horrible service and reliability ! Every time you try and contact them you have to wait for one hour, and every time someone says they will fix it and then the appointment does not got through ! Also, they promise to call you back, but eventually no once calls you, so you have to call them again and wait for one hour until someone replies.”
“My sister and I have been trying to arrange appointments to get my vulnerable mother who is in her 80s set up with a phone/internet/TV package. We've lost count of the number of appointments cancelled at late notice or no notice at all. Each appointment means that my sister or I have to take time off work and the p/t warden of the housing complex my mother lives has to be available. We have spent over 20 hours on the phone, have been polite, begged, screamed and cried but all to no avail. Yesterday yet again after being promised for the umpteenth time by a manager that someone would turn up between 1-4, yet again they didn't. With no notice. When my sister phoned BT to talk to a manager, after being kept waiting for nearly an hour, she was hung up on. How are BT allowed to be in business? I genuinely thought that customer service from sky or virgin was poor but this is absolutely beyond belief.”
“Just amazing. BT cancelled both my line and broadband in error. I have now contacted them more than 6 times to reinstate the line without any success and spent 4 hours in the process. The issue is apparently that open reach consistently cancel the order. Its a shambles and one of the worst organisations I have ever dealt with . still not sorted. Its a standing joke and all you get is we are very busy at the moment !! So am I funnily enough.”
“BT had the wrong address for us. We updated them three months ago and three months later we had our internet connection cut off with no warning. This is called 'slamming' and BT are well aware that this happens all the time to their customers. BT tried to charge us £116 for this.
We spent hours on the phone being transferred to one advisor to another. We've used the online chat service in which the advisors were dreadful. This time cost my partner and me around £600 in lost income. We then had no internet for two weeks while we waited for Virgin broadband to be installed. (I would recommend Virgin over BT at the drop of a hat if you can get it.) This led to a further loss of earnings for my partner and me.
Overall the service received was terrible, we spoke to many rude advisors who were defensive and had very poor communication skills. Luckily we spoke to an advisor who waivered the fee for us but we will never see the money lost due to loss of earnings and we will never get our wasted time back.
Please avoid BT at all costs, avoid the poor-service monopolies.”
“Internet down for 2 weeks now. From first day promised will come back in 24 hrs - never did . Both my wife and I opened complaints and got "assigned case owner "- never heard back ( not even an email nor phone call ) - and now my complaint marked off as completed and resolved without any feedback or progress . Openreach staff told me outside on main road it was their fault as they mixed cables - transferring greenboxes on the first day of internet loss . I wish I could mark no stars on this - but Trustpilot only allows me to mark lowest 1 star - absolute appalling ( both of us rely on the internet at home for income - during covid . If my phone signal was good enough in area or if I had an alternative option - I would have swapped already .”
