BT have a Customer Happiness Grade of E. Customers are happy with their prices and customer service but are unhappy with their returns process and refunds.
“
I was very happy with my switch. The customer service on the phone was excellent. Everything happened as it should, so easy. Price is good, not the cheapest, but good speed and reliability. I used live chat/ internet/telephone. All good
”
- Happy Customer
“
Not much in the way of deals to retain customers - there is some movement in price, but rarely as great as 'new customers' deals.
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- Adrian J.
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Providing a better service at a cheaper price than current regular service and by providing items that were easy to use / connect.
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- N Waine
“
Over the course of 2 months I repeatedly requested a returns bag to send the kit back.
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- Kyle
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They apologised and said they'd send out a returns bag instead so I could send the equipment back.
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- Nick
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This is one of the worst internet service provider. Minimum speed agreed was 50 mbps but I was getting only 5-10 mbps, their engineer visited my place and agreed the issue of speed. After closing my account in Jan, Instead of giving me refund for the past one month they charge me for one more month (Feb) and forced me to pay exit fee as well. This is the worst customer service I’ve ever seen.
”
- Anonymous
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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.
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- Kiana
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My partner had BT sports, when he died i contacted BT as the contract was his and in his name, they then went into his bank account and took not 1 but 2 more payments even though he was dead! when i complained i got a refund of £3
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- Anonymous
“
superb service could not be happier than with a business that has its call centre based in the uk that understand your needs completely
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- Colin Hetherington
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Always get problems sorted , great customer service
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- Jane Hinton
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I spoke to a customer service member called Ben. He was new in the job but I cannot praise him highly enough for his customer service. He was warm, friendly, very patient and came over as such a nice person. It was so nice to speak to someone so pleasant and he answered my query really professionally. Well done to Ben.
”
- Carile Leyshon
