“Bought BT Cloud Voice - never saw another human being once my cheque was cashed.
Awful system - doesn't appear to do the basics. Huge mistake. I now have the legal nightmare and cost of getting out of this disaster.”
“Terrible customer service. Mis-sold us cloud voice and ignored my emails to cancel. 1 month still I have not had cloud training. Excuse was the trainer was away!! surely more than one trainer is hired by BT. Seriously the cloud voice sellers are only interested in the sale. They will ignore you after and show no care if you are happy or not. Plus lie that hype it up to you. Its a terrible phone system. Does not do simple things that our business needs and wants that we had on our old BT phones. Trainer has not still managed to get the right functions for us in place after a month. Terrible service and really dont understand what the big hype is about cloud voice. It means we have to do everything from the portal in addition to our jobs as this is how it works. I wish I never fell for their tricks. Anyone getting this please try another organisation if possible. BT Net who deal with loud migration and Fiber installation are the best teams. You would think being a telecommunications company they would have customer service on point with phone systems. NOPE!!!”
“Broadband service dire ,just got worse as time whent on ,customer service terrible kept saying it was fixed when it wasn't,Was on line to them signal whent, they then phoned me to ask why i had stopped messaging them.! wish i had read the reviews first.Left them at a cost due to the fact my contract had not finished. small price to pay. will never use them again”
“BT Mobile is a joke and a total rip off. I signed up for what sounded like a fairly reasonable deal. I got a Samsung S7 Edge, unlimited text and something like 1200 free minutes a month and a 6gb internet limit. After my first 6 months this would increase to £43. OK I thought, I can cope with that and at the end of the contract I still have a decent phone and I can sign it up 'sim only' with anyone..... My first bill after my discount period is £57 ???? How is that £43 ? I have not used the phone for anywhere near what my limits are and so far never have so how has my bill jumped from £23 to £57? Ever since I had this phone from day one until now, no way have I ever used 6gb of internet connection, I don't just mean in one month, I mean since I first got the damned thing. The majority of the time my phone does use internet it is connected to my own broadband here in the house, which is also provided by BT ! So, I'm I getting charged for using my own broadband which I am already paying for when I connect to it with my phone ? I'm seriously not paying my next bill until someone can explain to me where these extra costs have come from and if the explanation sounds like bull**** I will not only cancel my BT Mobile account but I will also move my broadband account to a more reputable company too.”
“Wanted to cancel and told to call back in 24 hours. Called back in over 24 hrs and asked to call back in another 24 hours as their system hasnt updated. A manager called 'Sam Harris' was asked about y request for cancellation being taken but he declined 'for legal reasons' . Shocking and a wayy to bat people away till they decide not to cancel. We have had consistent problems with dropouts with BT avoid an overpriced useless network.”
“This is the worst company I ever deal with. I missed my payment once so they disconnect me from internet so I could not work from home for two days and they chargeme £7.50 for late payment charge and then £12 pound for reconnecting me. When I try to phone them with complains I have been on the phone for 45 minutes waiting when somebody answer they said its a standard for everybody. So I asked where is that money going to do they have to buy new cable or something after they cut me out or what? If every 10th person forgot to pay they bill look how much money they are making from nothing. Awful practice ashamed yourself BT never again with you...”
“Moved to new house on 24 th august. Having been a bt customer for years we signed up for fibre high speed . However there is no fibre to our newvhouse . So they said we would get it 12th september. I wont bore you with all the details but now they are saying it will be after the 26th sept. They are now talking about giving us a temporary copper service but that isnt working either. We are all shelling out for extra data usage on our phones as hotspots. This is just pathetic and we are so fed up with complaining to people who seem to be powerless to do anything but sympathise . How can a company survive when it is such an atrocious mess and giving such appalling service.?”
“Stuck in a one year contract with this appalling service. I'd rather wear thumb screws. The mobile App doesn't work properly, I can't even get our extensions to transfer successfully to between one other. For example, if I go on holiday and need to port my call to the mainline, it doesn't work. The call just disappears into an abyss or goes straight to answer service. Poor connections with echoes - the whole thing is really bad for business. I do not recommend this service. The support line is hopeless - kept on the phone for up to an hour at a time and still don't get things working properly. A complete waste of valuable time.”
“"Bought into the BT Cloud phone hype for my business. The apps don't work. Handsets don't ring. Customer support is as unhelpful as it gets where managers promise to call you within the hour and never do! I've lost potential business as a result of an incredibly poor system and can't seem to get anyone from BT to talk to me! "”
“BT are without a doubt the worst company I have ever dealt with. Some of their practises must be bordering on illegal. With so many tech companies out there you would be mad to deal with this company. If I could give a negative star rating, then it would be-10. They will never see another penny of my money or anyone connected to me. Vote with your wallet people.”
“Shocking customer service. Can't get through. Chat service is lengthy and always disconnects before resolved. App never recognise my password. Now email reset isn't working either. I'm left with literally no way to access my own account or get help to resolve it...Shocking!”
“Terrible service, they cannot seem to get anything right.
Customer service staff refuse to give any useful id so you can never get back to the same person. Most of the time calls get routed to Indian call centre whose customer service is even worse. Trying to make an effective complaint gets blocked. I would be ashamed to take my wages if I worked for such a company as BT. The regulator has recently given BT a £340 million pound fine, but who pays for that, we do the customers. I cannot wait to get away from them!”
“you ask what when wrong it more what went right the answer is nothing. I started with bt because virgin was bad told by people that it would be great. from the start my download and up load strength was no where near what it should have been complained, customer care didn't CARE got an engineer strength went up to drop the next day another engineer strength went up to drop with in a week. called customer care (Ha) once, twice, third time lost my temper, called offcom and complained which I got a ref number, called bt this time got custom care from England, and I asked for a letter of deadlock and also this time they was a lot better at dealing with my complaint, funny that, got another engineer, he moved my connection to another point in main box 150m away this was on 15/8/17, been checking strength, mostly its been between 35mb to 39mb download apart from 1 day where it went to 29mb, upload been 6.5 to 9.5 but yesterday this dropped to 0.84mb going down to 0.77 and is now 0.85 so thing are going wrong again.
If it go's lower I will phone again but soon I will be cancelling and will never got back to them again. I thought virgin was bad but BT beat them hands down.”
“Iv been with BT since 1973 and I'v had to leave due to over charging by BT getting out off control. No loyalty to people like myself, and I'm a pensioner off 77yrs. My daughter had to get me a mobile phone to keep in touch with friends and family. Disgusted with BT shame....????????????????????”
“Been a landline / infinity broadband / BT Sport TV customer for several years - on August 7th I renewed my contract on the strict understanding that I would be able to record BT Sport by exchanging my You View box for a You View Plus box. On that basis I was foolish enough to pay £208-80 landline fee 12 months in advance. Subsequently I have spoken to as many as nine individual BT employees in an attempt to resolve the recording issue by purchasing a You View Plus Box, quoted at £49 plus delivery. I have repeatedly been passed from person to person, placed on hold, hung up on, informed I need to also buy an additional TV package etc etc. Last night I again rang 0800 783 1401 number with the notion of either resolving the problem or cancelling my contract and requesting a refund. On this occasion I was kept on the line for one hour and 20 minutes while being passed to 3 different advisors, Chris in Doncaster, a lady and finally a Scotsman named John who assured me he'd have a brief word with his manager and get right back to me. 20 minutes later the connection was broken, leaving me absolutely fuming and my dinner burned to a crisp. Nevertheless, I rang 0800 783 1401 again this afternoon to cancel my contract but was persuaded by Amir Patel that the issue could be resolved, he would investigate and I could expect a call back in 30 minutes or so He said he'd generated a complaint ref No VOL013-235351101139 in the interim. Four hours later I have received no such call on either my landline or my mobile, both numbers having been supplied to BT. I have just called 0800 783 1401 yet again to cancel my contract within the 14 day cooling off period and to request a refund of the 12 months in advance landline charge which I am informed may take up to 7 working days to clear my account - took 5 minutes to leave my account. Ironically I also receive a BT bill yesterday and needless to say its also wrong. The left hand doesn't know what the right is doing resulting in disgusting treatment for loyal, longstanding customers. Never again!! Customer ref GB08847343”
“My elderly parents live in a remote house on an Island in Orkney, Scotland. They have been through a tortuous year with BT as their "service" provider.
They have now been completely without a landline or internet for 11 weeks, let alone any chance of broadband. My father has been building a new house over the past few years next to the original croft cottage he owns. In November 2016 he contacted BT to ask them to move the line from the old house to the new house and was told this could not be done until February 2017.
The phone line then developed a fault around December 2016/January 2017 time and an engineer was not sent out until February. The engineer repaired the fault but would not move the phone line.
My father phoned BT again to be told that the line would be moved on the 19th May.
At this point, the "executive complaints department" took over following a complaint. BT then came back saying that my parents would need to register the new house as a different address, despite it being literally next door to the original house. Cutting this part of the story short, the planning department at the council agreed that this was not necessary.
The BT engineer failed to turn up on the 19th May, and my parent's landline and internet were both completely cut off by BT on this date. Since then, there have been 4 more arranged dates on which engineers were supposed to turn up but have not done so, with no notice or explaination.
11 weeks after the phone was cut off and the best part of year since my father asked BT to move the line and he is no closer to getting it sorted. The "executive complaints department" has been phoning my father on his mobile regularly but is unable to tell him why the engineers have not kept to their appointments or when they will actually turn up to fix the problem.
My parents have also been in touch with the Ombudsmen, the local MP and the local newspaper and are no closer to getting a resolution, which is why I am posting on here on their behalf (they have no internet to do so themselves!)
BT has a Universal Service Obligation to provide all households in the UK with a landline, even in remote parts of the country, and they are certainly not fulfilling this.
To have a working phone is a lifeline on a remote island as the mobile signal is not always great. My Father is in his 70's and my mother, her late 60's and are currently without any reliable way to contact the emergency services should the need arise.”
“Today after so many years I walk away! Beware those still with BT when you do the speed checker and BT tell you there is a fault which they then report automatically THERE IS NO POINT!
Turns out the speed we paid for was never received! We paid for a service we never had! The only offer made was to stay at a reduced service reduced cost and then to add insult to injury when we had left we were offered a lower offer than we are now paying! Feel totally ripped off and would not recommend this company to anyone”
“Moved to BT and what a big mistake. Broadband speed went down to less than 1mb, connection kept on dropping out, totally useless.... customer service is non existent, when you eventually get through to customer service they either put the phone down or cannot understand English and don't listen at all... also if your paying via direct debit they take double payments on various dates and when you come to the end of your contract they add charges to change provider. I WOULD NEVER RECOMMEND BT TO ANYONE AND WILL NEVER USE THEM AGAIN FOR ANY SERVICES”
