“BT is a disappointment!
I have made a new order with BT on Black Friday.
The gentleman who spoke to me was extremely polite and helpful and gave a good deal. Nonetheless, I have waited 30 days to have my money back service up and running, and the day before my service is supposed to go live, I Called BT.
I called BT and explained that an engineer has been booked (since the end of November) to complete some work and install the required equipment, for my service to go live tomorrow.
During the call, I was presented with new information that the engineers have been trying to contact the building management society, since the 1st of December, and have not obtained a response.
I explained to the advisor on the phone that I should have been notified of what is going on, so I could have made the required arrangements to sort out this issue.
I also stated that it has been 30 days and that in the last 2 weeks, BT employees have been conduction research/work in my residential area. I mentioned that I was failing to understand why they did not notice that something was NOT right. My point is, I am not the only BT customer in Essex; if they are sending letters and not receiving a response from the building society, is there no other way to contact them?
Could they not have sent an email or called them?
I asked the advisor and he stated that he received a 'note' from the engineer at "1 minute ago" stating that " they tried to contact the building management 3x and if they do not receive a response the order will be cancelled".
I now ask if they can write a letter and send it so swiftly, could they have NOT avoided this issue?!
I am extremely disappointed and shocked that BT has this level of lack of professionalism and sense of responsibility. The advisor enquired if I, the customer, could chase up the building management and seek authorization so they can conduct their work. It is not my responsibility to do their work, and it is quite outrageous that he proposed that to me.
I clearly said that I would not do it as it is their responsibility and duty to get the required authorizations and provide me with solutions and not problems.
I was told that if the issue is not resolved by 10/01/2022, my order will be cancelled and a new order out through.
I now have to wait 10 days for this issue to be resolved when if BT and its engineers had been professional and provided good customer service, we could have come up with better solutions for both parties.
I regret to say that BT has proven to be as bad and as appalling as other internet providers and that customers should be aware of lack of professionalism and customer service skills.”
“Was receiving poor download speed and BT decided to send out an engineer. I asked whether I should call and cancel the appointment if the problem resolved itself and was told no. Engineer arrived and the problem had resolved itself. BT engineer made a passing comment about a 3rd party extender we use for a games console but as the only device connected to this is a games console and not the two laptops (laptop always uses an Ethernet cable into the modem) it wasn’t an issue. Next month we receive an £85 bill stating that the engineer (not employed by BT but a company named qube) said that the extender was causing the problem. Spoke with BT who will not do anything stating that they can only go of the notes from a 3rd party engineer. Effectively being charged £85 for having a 3rd party booster in the house. Now told the only way to get a refund is to speak with this 3rd party company and have them change the notes? Although we have been given no contact details for them.”
“Totally mindless conversations & promises when being sold package but, in reality, was 2 weeks before I got landline & wifi connected & NOW BT Technical Specialist (if you see one let me know!) Has not arrived to set up tv (as extra money paid for) so now 3 weeks with no tv. NOONE listens & noone cares! Wish I had listened to several friends who cancelled contracts with BT!!!! Utterley USELESS!!!!!”
“My internet was supposed to start working on 13th of december but it didnt so i booked enginer but he didnt show up 2 times untill finally on the third appointment he finallyshowed up. I lost a lot of money since i had to leave work early multiple times and even when engineer showed up he couldnt fix problem since it was outside the house. Then he escalated issue to open reach and even their engineer didnt show up for appointment in the end out of 4 appointsments only 1 time engineer showed up and now im stuck waiting till 30th of december for 5th enginner appointment and who know if they will even show up at that point it will be 17 days since service was supposed to start working. Dont reccomend choosing BT.”
“After I ended my contract with B.T they then took another months rental from my account. ( £31 ). It was only by accident that I noticed it when looking at my bills. If this is an automated system how many other people has this happened too without them noticing. When I contacted they said that I would receive a refund within 8-10 days.”
“The worst customer service I could have experience with. Rang every day for 2 weeks and nobody can help. Everyone is telling different.
Please avoid!!!”
“Absolutely shocking service from day 1…
Absolutely shocking service from day 1 due to not transferring my original number as promised that is my main source of work and then not setting up call diversion as promised and another 24 hours on no work calls coming in with a potential loss of £1000's in work can't wait until my contract is over my advice stay well away”
“Unreasonable hold times, false resolution emails- failing to tell me the full cost. Impossible to send an email- trying to cancel contract but having no luck.
For a communication company they are impossible to contact.
One star because 0 wasn’t an option”
“Michele Knight
After nearly two years 20 BT Engineers and nothing but an absolute nightmare I finally got my lines in. However, I had been overcharged and Chris did not cut off the lines any longer in use (or the ones that did not work for 2 years) I have his emails and audio of a call with him where he promised to do this. Having paid over 2k a month and then just receiving a random bill for 5k he has closed the complaint without my permission
BT Local Devon Chris Pennington has not dealt with this situation and (I do not have a landline so this is not charges for a landline just internet!) Having responded to me requesting he call me as promised to resolve the billing he responded to me on the 3rd November to say he has called me numerous times, he hasn't, (I will be asking for proof of this when I take further action). He then wrote on the 3rd asking when can he call me. I send 4 more emails asking for a date and get NO RESPONSE. On the 3rd after my request and his promise of a call I receive an email saying complaint closed and I immediately emailed back saying we have not had a conversation and I did not close it. I received this on the 3rd
I send four emails to ask for a time
Chris! You need to get back to me urgently re the billing. Asap please as I seem to have slipped through the net again
After I sent him the email he then CLOSED THE COMPLAINT
i received this on the 3rd
Sorry again for the problems you've had. As per our conversation, now your complaint is resolved it has been closed.
I responded immediately with this
- My complaint is not closed. We have not resolved billing and the phones don’t work
No response so on the 16th I wrote
Call me Anytime, now? Later? Tomorrow? . I have had no messages or missed calls x
No reponse so today I emailed again
Chris,
This is my fourth email to get a concrete time to resolve billing. I have been charged over 2k a quarter which you promised to reverse to the £200 a month agreed, and have now received a bill threatening to cut me off if I don’t pay over 5k. None of the internet landlines are working either even though we have followed instructions. I have had no missed calls from you. This is totally unacceptable after the 18 months of disruption that BT local put me through. I will take further action if you do not respond with a time and resolve this once and for all as it’s now over two years.you also promised on several occasions to send me a print out of every complaint call as is my right, this has also unsurprisingly not been done.
Hi Michele,
As previous emails, we have tried to call and discuss this in more detail with you.
I have asked your complaint to be reopened and dealt with, I would expect you to receive an update directly within 10 working days.
Kind Regards,
This is beyond parody.
Even though I have an email which I responded to and proof he is now trying to get out of it as this just landed in my inbox!
Hi Michele,
I am unable to give you a date or timescale as I am not directly involved with handling the complaint.
the emails you have just forwarded me and not got me copied in so I would have no visibility of this.
Kind Regards
Which mystifies me as in August after the 18 months of hell Chris wrote this
Hi All,
I am taking ownership of this entire project.
@Emily Baser can we have a meeting with Michelle to discuss the next steps please? I am available until 5pm.
Kind Regards,”
“Useless terrible service. My mother's 94 and aunt 99 have been without without their phone for over a week. An engineer was promised today between 8-1. He came at 8.15, in Openreach van, they watched him from window. He didn't get out, ring the doorbell,, then 15 minutes later buggered off. The fault us outside. I now have to make another appointment and wait Christ knows how long. Let's hope nothing happens to mum and aunt and they need to ring in an emergency BT heads will roll. They haven't got a 0 rating for BT
Mrs Law”
“What went wrong? Almost everything!
When we moved home I contacted BT.
First they couldn't get our register address correctly, left off the house number and street. So when the sent someone/something the friver couldn't find it :(
Then they "forgot" to remove our old address from their list so they sent the new hub to the wrong place :(
And because there was an address mismatch about the fibre connection, instead of sorting it, they cancelled the job.
I only found out on the day when there ws a "no show" :(
Also meant the sent the new hub :(
In all this time I must hve spent about 8 hours on my mobile phone to them :(
And just now, I learned the reason why I didn't get updates about it ..... they phoned/SMS'd me from a withheld number.
Presumably I was not talking to someone in an office, but someone working from hom.
Did they not realise that a lot of people block quite understandably withheld numbers .... or maybe their mobile has it preset?
In frustration I cancelled the connection request, terminated the account with them, and went with another provider. After all these years of BT ..... :( :( :(”
“I’m a new customer to BT having chosen them when moving to a new home. I was sold a broadband package sufficient for working from home and accessing 4K streaming Tv. Unfortunately since the move, the broadband speeds have been well under half the ‘guaranteed minimum’ in my package. Two engineers (one contractor and one Openreach) have failed to fix the issue, while BT phone and online customer service has been abysmal. Excessive waiting times on the phone, and fabricated closure of complaints online advising that ‘the customer has advised the fault has been fixed’. Promises to contact me and then failing to do so. Escalating the issues has been met by a wall of silence. Truly pathetic and this is only one month into their ‘service’. BT’s payment systems seem to be bulletproof however, no problems in them collecting my money for very little in return. Awful. Awful. Awful.”
“They were lucky to get 1*told BT we were moving. They sent updated equipment to our new address. We asked for help setting up as being senior not aware of how to do this. Engineer booked took 3 weeks, he turned up at our old address. Next available appointment in 3 weeks time. Then they sent out a text with link to YouTube.! Shocking service but they don't care”
“BT is shockingly bad. I have been with them for many years and expect the best from the main landline and broadband provider. Sadly, this is not the case. When Open Reach came to connect fibre broadband to my house last week, they lost my number and tell me that i might not be able to get it back. In the mean time, I have been without my number for nearly a week, they say it is going to be until next week (Tuesday today) until they can tell me if I can have my old number back. Meantime, I am now without work waiting for my phone to ring. Utterly hopeless. I have been on the phone to them for approximately 25 hours being fobbed of with this and that. How on earth can BT just lose my number? I thought they knew what they were doing. Time for change, Vodafone here I come. I have not long left of my cooling off period which is 14 days so have given them another 24 hours before I jump ship. Shocking BT, just shocking. Dont take the word of the call centre staff, they all say different things.”
“Ever since the changeover to Digital Voice, I have not had a phone or mobile 'service' worthy of the name, and certainly not worth the €200+ lin rental. After endless calls to BT and checking my DV handsets, it turns out that the CALL DIVERT was set up by BT (WHY?) and cancelling it on my new handsets did not work. An Open reach engineer finally sorted it o ut with BT direct this morning. HALLEJULA. Compensation for all the phone calls trying to fix it myself, plus missed and essential medically-related calls, please.”
“I've been with BT for 21 months now (forced due to them owning the FTTP or something on this new property). For those 21 months, we've had terrible wifi connections and speeds even though it was the 150MB deal and the devices would keep disconnecting continuously. Today I spoke to Elle from customer service who has not able to offer anything remotely competitive to competitors including their own new customer offers. She also was not honest about prices when asked and gave old prices as supposed to current deals and was not honest about what day I could cancel my contract whilst providing 30 days notice and not incurring any fees.
Overall terrible experience and would not recommend to anyone.
Even 1 star is unfair to the star itself!”
“BT broadband is the most unreliable broadband out there.
75 times dropped in one month.
Even with the EE router that’s promised to keep you on line. Two engineers out still not working rubbish.”
“Been a customer with this shambles of a firm for approximately 6 months..... and each and every month so far has been the same. i recieve a notification from the BT app stating that my services " may " be suspended in approx 10 days from the time of this notification. Each and everytime the very next day my services are cut off, many times before the bill itself would even be due.
Then each and everytime we have the whole affair of trying to first get through to a customer service rep. then actually getting through to one who even understands what you are saying never mind what your problems , issues or concerns may even be. After what is at least 30 mins to a hour of this everytime, you are then put through to an advisor that doesnt seem well trained and has very little understanding of the company they actually work for. we even on a couple of occassions have had to tell them about their own " hotspot" services. to which very worringly a couple of these did not know about this.
Then you pay the Bill.............. and the wait and the wait and the wait for your services what you have paid for and are most of the time in credit for to actually be turned back on. some tell you it takes 2 to 24 hours. Some turn it on within 10 minutes and others will tell you anything up to 48 hours. the app tells you it will be 1 hour. so someone somewhere is always telling you lies, horrendous service, shocking Customer service with very limited skills in their jobs and roles,
This contract will definetey not be getting renewed when the time comes.. even if i was offered it for free,, the answer still would be No, due to their sheer lack of interests for their customers.
I have and will not recommend this company to anyone for anything whatsoever.”
