“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”
“Abysmal 3 Months
Currently stuck with BT at the moment.
Was unfortunately lulled into a false sense of trust and security by one smooth experience with them in the past. This seems like a distant memory now after 3 months of beyond the worst imaginable customer service.
To elaborate on this just a little... our original order for TV and broadband was mysteriously cancelled by one of bt's own staff members and the same individual brazenly called us and suggested we had cancelled it until we were eventually told it was due to a 'supplier issue' and reorderd the package for us. There has been later suggestion that the offshore workers cancel orders and put new ones through in order to earn commission and simulate a sale that they have made... Only they did not put through a replica of the deal that we ordered. It was put through with none of the add ons, with 3 mysterious connection charges adding up to 169.99 (£100 more than the original order), a lower broadband speed than was offered at the time of the original order and at a higher rate of expense. The cancellation meant we had to wait longer for our internet services to be switched on and a lot longer for the TV package to be fixed. Three months down the line we further still don't have the free upgrade to the higher speed broadband package that was on offer when we placed the original order, we have now been declined cashback through a third party because the original order was cancelled and therefore not tracked (this is something that is no fault of our own but sees us £90 down - an incentive behind our choice taken away from us). All this doesn't even take into account the time that my partner and I have had to waste talking to bt representatives, incredibly disruptive to both work and free time. Representatives that call randomly (instead of ant previously agreed times) and make it incredibly difficult to get back in touch with them. I don't think any of them read the notes, we were constantly having to spend time re-explaining the complete mess they had made of it. Very few positives to be said for the process and absolutely no sign of an apology. Our open complaint seems to have now disappeared for a second time and there seems to be no level of accountability being taken - it's as if we are wasting their time.
To top this off, our broadband stopped working 6 days ago. We logged the issue with them and there was supposed to be a three day turnaround. What actually appears to have happened is they have closed the initial log as complete (pretending they met their SLA) and then re-logged the issue themselves at a later date... 6 days on we are still waiting with no internet and no contact from BT.
This really is only the key points and I think I could now spend weeks writing a book on the failings of BT.
I can't recommend due to their inability to provide a reliable service or react with any level of problem solving ability and customer care when things do go wrong. We still live in hope that they show us some respect and somehow turn it around.”
“Like all broadband providers, BT is not perfect but so far in the few months I have been with them, they have been excellent in resolving the few issues I have had. The UK technical team have been brilliant, taking just a few days to resolve issues I have had with the apps ect. I was with VM for 20 years mainly because I worked for them, but their customer service is no better than BT and I find BT product easier to use and more inline with what an average user would need”
“Being charged for anytime phone calls they have promised to put account up to date and refund money for last three bills nothing been done yet awaiting reply from head office spend a hour every month to try and get bills repaid just been charged £40 for a £14-50 Bill we are old age pensioners so every penny is precious to us”
“People beware, while their initial offer may see great, they do not hesitate in increasing your monthly costs, give you terrible broadband service, take money for something you do not receive and then state you must renew your contract in order for you to continue the support on their equipment.
There are better services out there and would deter anyone from using BT. Too expensive, lie to the customers and basically steal money without consent.
Your choice, but please look at other reviewers, we cannot all be wrong can we?”
“Been with BT for years!! Contacted Customer Services tonight and was appalled at the attitude, basically called me a liar, was rude, ignorant and pompous. Will never go back to them, appalling!”
“Absolute shambles, with just some of the problems being:
* Before I signed up I was told I'd be able to transfer the contract to someone else, which later turned out to be rubbish I was subsequently told that I'd first have to pay off the contract which entirely defeats the point.
* I was told to wait in for the engineer to set everything up, and only to find out after the timeslot (when I called to find out where the engineer was) that it wasn't actually required thus wasting a day of holiday.
* The connection itself would randomly die and take a long time to sort itself.
* Whenever I called about problems with the connection I was fobbed off with excuses, with nothing ever resolved or any of the callbacks actually done.
* The router itself was awful, and sometimes took over an hour (which I timed) to restart.
* There were various hidden charges, such as setting up the phone line, removing it, an extortionate fee for the sub-standard router.
* The price was increased early on in the contract, with the (legally required) notification email either never being sent or being buried in so much spam from BT that no one had any hope of seeing it.
* The customer support is inconsistent, which different people telling you different things.
* I asked to end the contract early as I moved house, but once this was done was then told that I'd be charged extra. I was also then told AFTER I'd cancelled it that these charges would not be applied if I'd just let the contract expire, but by this point it was apparently too late.
I'd recommend people to use ANYTHING but BT.”
“Due to a divorce, they made transferring the landline phone no. to my wifes name very difficult by providing the wrong information to both of us, and not being very helpful at all. While the matter has finally been resolved, I am not happy with BT, a company I've been with for over 20 years and never had a problem before with. However, I won't be using them again.”
“One of the worst companies on the market. They are professional THIEVES. The online system was down so I could not view or download invoices. So they said they will charge me £5 per invoice. Also the monthly charges are extortionate. The longer you stay with them they will increase costs and add new costs to your bill. Avoid this RIP-OFF company.”
“BT are the biggest mis selling, lying cheats in U.K. Business' how the hell have the regulators not done something about them.
Miss old a product - lied to continually during the process - they admitted their staff put fake notes on my account
Internet didnt work for 3 weeks - 2 weeks in a row engineer didn't turn up
Managers never call you back
Most important they don't follow the correct complaints procedure
Complete frauds”
“My broadband service was un-useable, they send engineers out twice to try to resolve the problem. I changed providers and the problem resolved itself immediately.
The customer service at BT is unsatisfactory, they seem to be limited in what they can do and unable to resolve problems that aren't immediately obvious.”
“I was encouraged to go to BT Cloud voice to improve my business telephony performance. DONT DO IT! I have had six months of hell. Every phone call cuts off three seconds of the beginning of a conversation. This also happens when transferring calls. I have made 27 telephone calls reprting this and spent over 4 hours on the phone. The BT cloudvoice team on two occasions told me i don't have an account! I am now taking legal action against, for misselling”
“I am from Halifax w.yorkshire . Spoke to Jesse (Thursday between 5-5:30 appx 1st of june2017)one of the customer service team member.she describe everything in detail ,ins and outs of contract and I end up signing a 18 months fibre optic broadband contract . Very pleasant lady and best customer service I ever got from Bt . Keep it up Jesse , you have made my day .”
