“Joined BT from sky on the 23rd April, smooth transition over. However on the 5th June after numerous phone calls to BT about broadband dropping out, not having the channels I was promised and the telephone not working, they said I could cancel penalty free due to being miss-sold. I was offered a good deal with sky therefore I went back. Sky sent me an email on the 5th June telling me that my SKY TV was active and they were doing a working line takeover of my phone number and broadband on the 19th June. BT sent me an email to tell me that my services were ending on the 12th June. I rang sky to make sure the 19th was the correct date and then called BT. BT said that there was no active line takeover and told me to call sky again, I called sky, and they said 100% that they were taking over on the 19th June. I called back BT who again said that this was not the case. They told me to call sky again, which I stupidly did who told me the same thing. I called back BT and they said what they would do is cancel that cancellation of my services for the 12th June and keep them running until the 19th June when I would need to call up and cancel (penalty free still) and they would refund me my money for this month. After checking my BT I could see that this was not done so I called BT again and said its still not cancelled, I kept getting told by different agents (always a different one every time I called, apologising and saying the last advisor was rubbish and that they are amazing and will get this sorted, none did) that the cancellation of the cancellation was done and that my services would continue. On the 12th June, I woke up to find my broadband had gone off. I called BT straight away who apologised that the agent before had not cancelled the cancellation properly so my TV and phone line were still active but broadband wasn’t. They then proceeded to tell me that I could get the broadband turned back on but it would take 2 weeks. Which was ridiculous given that telling them 15 times and it being in my notes that sky were taking over on the 19th.
So I was without broadband for a week until sky took over. I received a call from Gary Scott on the 20th telling me that something had gone wrong and bt was saying that I still had my phone line with them, despite sky having it. He said he would have to send it to the off line team to cancel and that I would get a call on Friday telling me that everything had been cancelled down properly and I would have a refund for the month of services I did not have.
However! I wake Friday to 3 emails from BT at 5am!!!! First at 5:20am saying thanks for choosing bt there is an update to your order. My calling plan for the phone will start on the 22nd June for a years contract (WTF!) and will cost £21.99 a month (HUH!)
Second at 5:21am asking me to return my bt equipment as I don’t need it anymore.
Third at 5:21am telling me that my bt service is ending sorry to see me go. (this is just for the TV that I haven’t had since the 5th June).”
“Bad customer service, you can call and call but nothing gets done, they say another department will call you but they never do it's just a fob off.
DO NOT USE BT!!!”
“Honestly the worst broadband I have experienced. I had Virgin broadband for 10 years or so and only left because I found a deal from BT. Now I'm going back to Virgin after a year of misery with the BT connection constantly failing and persistent dropouts in my connection. I have had an engineer out 6 weeks ago and it took him 7 hours to sort it out, he even had to get more engineers out and they were up the telegraph pole and rewiring etc..and now 6 weeks later it's doing it again. Never will I go back to BT the grass isn't always greener on the other side!”
“I had been with BT for 5+ years (BT account no GB18305311). Their service was alright as long as you paid them. When I tried leaving them they threatened me with a £400 fine. I pleaded with them saying that the only reason I am leaving them is because their Internet broadband is very slow in my new property after I moved house. They refused to listen. They constantly threaten over the phone. I have now opened a case with the ombudsman. I have learnt that it takes 8 weeks before Ombudsman opens a case against BT so I am patiently waiting without giving up. I have since moved to Virgin and their internet connection is so fast! Wish I had moved away earlier.”
“Ordered the highest broadband package with BT 2 months ago, been paying £50 a month for a service I'm not getting. Customer service rude when I call and now they want £450 to leave!! BYE BT see you in court.”
“Internet is beyond appaluing. Drops consistently and is horrendously slow. Worst mistake I ever made going with this company, complete waste of money. My one piece of advice...just don’t!”
“5 Routers Later Connection Still Drops
After contacting BT 6 times and 5 Hub5's later enough is enough. The router resets itself many times a day and all BT do is send another router. Clearly it's not the router and after some investigation it appears the BT network is overloaded. According to a professional BT wire everybody onto the same ring and that can not handle the bandwidth of everybody at peak times.
I contacted them a few weeks ago and they said they would monitor the connection. 8 router resets later over 4 days they claimed it had not dropped in the 4 days they was monitoring. Clearly they can't admit to the real issue.
They also told us that in their T&C's it states that the connection can drop up to 5 times a day so tough luck. I signed up for 2 year contract a year ago and I'm regretting it massively.
Any gamers or people that need a solid connection for personal use I cant warn you enough. DON'T GET BT.”
“I switched my internet provider from Sky to BT two months ago and I have nothing but problems with the reliability of the connection and the service I receive. The internet connection drops out and I get very low speeds to the point where I cannot open a web page! In the 6 years with Sky I never had any problems with connection or any cause to call customer services.
Every time I contact BT they test the line and find no fault, they say the line is not dropping and fob me off with the same old things to try, on the last call I was told BT they will only guarantee a wired connection and told me to hard wire all of my devices or to look to change my provider. When I asked to leave my contract due to the issues I was told I would be charged. I am now trapped in a contract that does not deliver the service I need consistently.
BT customer service is very poor and they do not care about their customers and are only interested in fleecing them for the money. I do not write reviews normally but I felt compelled to write at my disgust at the way this company treats its customers.
Do not use BT for internet, if you have problems you will be on your own
Very reluctant trapped customer”
“If I could give this company 0 stars I would.
The treatment of my family has been absolutely diabolical. They have admitted time and time again that they missold policies to my elderly parents and yet months on, despite my efforts nothing has been resolved. My family live in a remote area and without landline communications, they are completely without any form of phone or internet. This is very distressing for elderly people as well as constant harassment from different departments of BT demanding bill payment, despite the complete admittance of fault from BT. As a medical professional, if this was a small company, this would be considered a safeguarding issue, exploiting elderly people. I am absolutely appalled. If only my family lived in an area where they could get Virgin service. If you can be with an alternative company to provide your communications then I urge you to do so. This is a large corporation taking advantage of the public. I would like to know how many other people have been missold tariffs and are in a similar situation.”
“absolutely rubbish, worst customer service ever, poor broadband service!
I've been battling with them since I moved into a new property 8 months ago, absolutely useless company!”
“Absolutle not recommended!!!the worse costumers service i ever deal with. They increase my bill by £20 after i rang to resolve the matter i have been told to cancel my contract if i am not happy ,awful! Avoide if you can!”
“the broadband speed is more times slow than fast,and bt mail must be the worst around it keeps going down,most people i know who have bt are fed up with it.Go somewhere else.”
“They called me the first day of my business (01/11/2016) and as fast as the sales person can say between the the lines she said 2 years contract which I swear I never heard of it, and now I sold the business after 18 months they charge over 200 pounds for cancellation. During my time with them I had such a difficult time as they created 2 lines instead of one, one for landline and one for broadband (I only asked for one line) and were charging for 2 lines, and when they wanted to close one line (when they find out what they have done) they stopped the service in other line too which that caused line in my business stopped for 5 days and that caused me over 1000 pounds loss. They are the worst company ever existed. never ever will use them and my recommendation is everyone affected complain to OFCOM.”
“Terrible customer service, online chat was awful and at times difficult to understand, contradicted themselves and assumed customer was at fault. Over promised and under delivered. Turns out it was their engineers that had caused the fault and knocked out both our landline and broadband for 5 days. No apologies, no contact after. Was even told at one point that BT do not have customer service numbers for the public to call, interesting for a telecommunications company! Will be switching to a new supplier, years of loyalty mean nothing to this company.”
“Terrible customer service, online chat was awful and at times difficult to understand, contradicted themselves and assumed customer was at fault. Over promised and under delivered. Turns out it was their engineers that had caused the fault and knocked out both our landline and broadband for 5 days. No apologies, no contact after. Was even told at one point that BT do not have customer service numbers for the public to call, interesting for a telecommunications company! Will be switching to a new supplier, years of loyalty mean nothing to this company.”
“Worst company in the UK award goes to BT. i have never dealt with so many unorganised, no clue what it means by good customer service, rude, make promises they never keep for a record breaking time of 5 months with on going issues complaints. Their excuse is that they have far too many people with similar complaints so its takes them 2 weeks in my case 2 months to respond my emails. Please ask a billion questions before signing up for BT cloud voice or any services with BT or shop around and compare prices with smaller companies first, speak to people whi have the system you want and ask them to tell you pros and cons. BT will mis-sell to you and ignore you once you have agreed a contract. They will avoid you once you mention you are not happy and want to end the contract. Really disgusting service from the BT cloud voice team staff.”
