“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”
“Cheesed off with intermittent broadband flicking off/on and bad customer service from VirginMedia I thought it time to switch suppliers. Saw adverts for BT broadband/phone, along with enticements to switch to BT. That must have been one of the most frustrating, problematic switches I've ever done with any service provider! I agreed an installation and start date with BT, only to find I had immediately started paying for BT Sports - 4 weeks earlier than agreed. The fitter told me at installation there was a problem with the new modem and I shouldn't leave it switched on unattended due to a possible fire risk - What!! He said to call BT about it. Contacted BT and was told a new modem would arrive within a week. Eight days later I contacted them again to ask where the modem was and they said they had no record of any request for a replacement modem! They eventually sent me a new one but tried to charge me a second delivery cost for the replacement - no way, it was to replace faulty goods! BT then related that delivery to another new, 18 month contract for some reason. On the phone yet again to query the new 18 month contract when I'd only signed up for 12 month one. I was told BT could not now alter that new contract but I should just cancel the contract after 12 months if I wished - now why do I think I would have been charged an early cancellation charge? He said he would check this out for me and could he put me on hold for a few minutes. 39 minutes I waited before the phone just went dead - incredibly bad customer service!
I then decided to make an official complaint. 1. Wrong start date. 2. Paying earlier than agreed. 3. Faulty modem. 4. Paying twice for the modem delivery. 5. Change of contract length without any agreement on my part. 6. Was initially told I could keep my number but it didn't happen. 7. Was told if I pay 12 months line rental up front I could save 10% but that didn't happen either. All this happened within the first month. What next? I dread to think. BT really needs to realise there is such a thing as departmental communication.”
“Any one looking at this do yourself a favour change to anyone but these jokers
Changed from BT to BT cloud should be simple you'd think
Never made aware they operate as two separate entities
Currently paying four lots of bills disconnection charges etc all of which was supposed to be wavered as pre agreed before changing/moving
Once you log a complaint you get what seems harassed daily by customer services to deal with the problem but nothing happens
For a communications company there appears to be none”
“Decided to move from talk talk to BT. First order BT had an error on the system, I found out because talk talk text me saying glad you've changed your mind and decided to stay with us. I then called 2/3 times and BT ended up manually processing the order. Several days later I received my activation date of the 26th.
Everything all arrived and the 26th came and went. I had my phone line transferred but no internet.
Called BT on the 27th and they said that there's been a system error. Was told that my connection would be completed anytime up to the 2nd of May (apologies for the delay but bank holiday means it's going to take longer). 2nd of May passed no broadband, was told I would be updated again on the 6th. I called BT again a couple of days later, still unable to give me a date of when it would be active and couldn't now guarantee the 6th of May. I posted a complaint on social media which I was asked to contact BT with details of this complaint. I then spoke with a specialist team member on the 4th who told me I'm so sorry for the delay, I'm going to clear off your old order and then re-process. I'll expedite your request and the connection will be working on either the 10th morning, afternoon or the 11th of May morning. Nothing happened. I emailed Gavin the CEO and I was directed to the executive complaints team, they finally have given me Monday the 15th of May as my go live date... I'm not sure I believe them but we shall see.
If your looking for a broadband provider do not use BT!”
“Signed with BT for my broadband, and more than two weeks after still don't have internet. After dozens of phone calls, different people answering, different answers, they say I have to wait one more week. No reasons for that. Regretting so much choosing BT.”
“Trying to transfer my residential number account to a business account. BT tell me this is very straight forward. However, after receiving two job numbers even one including a new phone number and line and closing the road near my property with traffic lights following a survey by BT Openreach they want to give me a new phone number!! I am now no nearer in what is just a case of account set up facility etc. I have spent in three weeks over 8 hours on the phone, each time the call centre person has been promising to sort it. They appear initially polite and offer sympathy in sorting it out. But the whole back office is useless! Now after another 40mins today, they promise that it is finally sorted. If on this occassion nothing is done I will go elsewhere. How can this company still continue to operate with service like this....I am in business and cannot afford to spend over a working day a month on the phone to BT.”
“BT CLOUD VOICE!!! Don't. Ongoing issue with hunt groups. Only one user is able to answer the phone in each group. No one appears to be getting a hold of the issue. System not fit for purpose. It also has less functionality than the old Mitel system we used.”
“Absolutely appalling customer service. If you move address good luck. As someone had taken over my old landline I had to create a new order. This kept being cancelled without informing me. and dates kept being pushed back. I only discovered this each time when I called up. Most call centre operators so so rude. Also overcharge and then have no record of it. I'm usually pretty laid back. First time I have ever made a complaint like this in my 35 years. Avoid BT like the plague. I'm going to Virgin. Good riddance BT.”
“I Cannot believe how bad this company is. I came to this country not knwoing much about the competition but speaking to BT, they gave me all the possible good vibes about using them and i signed up with them. in my first year, I was horrified and terrified by the bills and their AWFUL AND DIABOLICAL customer service. every single call that I have made to this company was over an hour, wasting my time and at the end of the call, you feel brain dead because the customer service people twist their words and statements so much. I would recommend NOT TO USE THEM WHAT SO EVER. i can go ON AND ON about them but I can't be bothered to waste any more of my time. THANK GOD I LEFT THEM”
“Horrendous customer service, poor wifi service, and although I've only had 10 days service I am unable to cancel my contract, because I was told today that its 14 days from when I signed up and not from when my service was connected.
NEVER AGAIN BT !!”
“Never ending saga of problems with new Cloud Voice system. Countless people dealing with it who then 'vanish' to have to go through ALL of it ALL OVER AGAIN. 5 months and STILL not sorted. Appalling service from such a big company. Very disappointing.”
“When changing service providers BT gave me a new phone number but I wanted to keep my existing number. For 3 weeks now they have been saying I will get the old number back and I still haven't. They just tell you what you want to hear and they don't care . CUstomer service is awful and I can't believe It has still not been changed and have no hope of it now going back to the original number. BT is a terrible company and don't care about their customers”
“Rude, terrible customer service. I took contact of phone line and Internet back in April 2016 and today I call them that i am moving house and my contract is expiring on 11th April so I don't want to renew another 12 months contract and when I move to new house I will decide at that time about the service provider. They told me that I need to pay £31.00 to shut down the broadband, at the time of contract nothing was mention to me that there will be £31.00 charge at the end of contract to shut down the contact. They told me that it is in the terms and conditions, they should tell every customer that this is the charge you need to pay at the end of contract. I will never ever use BT services in future and will not recommend to any family and friends.”
“Beware if you are thinking of using this appalling company.
Price hikes within a month of joining them. What a disgusting way to run a business.
Couldn’t give a damn about customers and openly brag that: “We may change any price and terms during your contract.” Well no contract at all then? Utterly disgusting, bullying and unfair and Ofcom think this is a perfectly acceptable way for BT to conduct themselves.
How can you have such a one-sided contract condoned by the regulator.”
“It took 2 months to connect phone and broadband in my new home and a bt line was already there.spent hours on phone to India and they even sent me a bill for connection when they hadn't connected absolutely disgusted with bt”
“PLEASE PLEASE PLEASE IF YOU ARE A BUSINESS DO NOT GO FOR THE BT HD CLOUD VOICE PHONES!!!!!!!!! THIS IS A WARNING TO ALL FROM EXPERIENCE, WE HAVE SUFFERED AS A BUSINESS AT THE HANDS OF THESE PHONES, NO TRAINING WAS PROVIDED, EVERY SINGLE DAY WE HAVE A NEW ISSUE WITH THE PHONES, THE CALL QUALITY IS LIKE THAT OF SKYPE, CUSTOMER SERVICE IS BELOW 0. WE WERE EMAILING AND EMAILING AND EMAILING AND THEY REPLY WHEN THEY PLEASE, IF AT ALL! THEY DO NOT CARE!! WORST CUSTOMER SERVICE EVERRRRR!!! WE HAVE WASTED SO MUCH BUSINESS TIME TALKING TO BT TRYING TO RECTIFY THE ABOMINATION FOR PHONES WE HAD INSTALLED.
PLEASE DONT FALL VICTIM TO THE HD CLOUD VOICE PHONES, THEY ARE HONESTLY THE WORST THING WE HAVE EVER DEALT WITH. Wait no BT customer service was the worst thing we've ever dealt with, then the phones second. We have actually been begging them for weeks now to cancel these phones and put the old ones back but every single time we make such a request the BT advisor disappears, or tries to con you into sticking with them. Just dont! 0/10”
“I've been with BT Internet for over a decade and BT as a landline for 30+ years.. Never had an issue and always sang their praises to all my friends, etc...
But when they sent me the hub5, they asked me to return the hub3 to them for recycling, which I then did. But after about 3 months orso, the hub started doing random things, such as switching off randomly and more than anything, giving me the worst wifi signal ever. So I called BT and said here must be a fault with my service. So they ran tests, I checked all my settings and everything from my side was all ok, so they sent me another hub5 and I sent the old one back..
I received the new hub5, but pretty much had wifi issues since day1. I can't get signal in the next room and it's a normal house with normal walls I live in. If I'm on my phone and walk to the kitchen, the signal drops and I'm stuck on 4g. I thought it might be my phone, but it's doing the same on my wife's phone and my work mobile, all 3 mobiles are on different providers. My laptop and tablet do the same, they drop signal if I move away from the room where the router is.
I again checked everything in my house, but I don't have any interferences, as I don't have a wireless landline, I don't have any blockers anywhere near my rooms. Ie microwave or special remote controls etc..
So I bought a BT wifi extender for the other side of my house, but it never gets connection as it just cannot find the router at all, I know if works as it works fine when plugged into the main room with the router
So I contacted BT and told the hub5 they sent me also doesn't work and I asked if they can just not send me the hub6, as my friends use it and they (and me when I visit) have amazing signal even long into their garden.
BT then literally told me they won't do anything as I should not be using wifi enabled items as they will never offer assistance with wifi, the lady even told me that their adverts are rubbish and lie (I recorded the call!!!)
So I said could they send me he hub6 because all the issues I've had and I've been with them for such a long time and they said, not a chance. If I wanted it, I could buy it but they wouldn't help me (their actual words)
So I feel disgusted by their services and just plain rudeness of their staff.. I'm still contracted with them for another 5 months, but really don't want to keep paying for a service I cannot use as its **bleep** and a drain on my money and resources in the house.
I would get another router, but BT have made it so difficult for this to happen, as they lock a lot of features to prevent this.
I know it's only the Internet, but I make my living from it and cannot do my job correctly without it and it's stressing me out, I've already lost a customer because of lack of service..
I've been able to test a friends Hub6 while they were on holiday and the signal was amazing. Throughout my house and into my garden. So this proves that the issue is 100% the Hub5 and not my house or area itself. But BT are basicly calling me liar and do not care about us at all..
My contract doesn't finish until the 5th of April so I have to endur this rubbish for a while yet.. I have raised a claim with the ombudsman for help, as it's ridiculous..!
I'm so unhappy with BT”
“From start to finish the service received from BT has been undeniably shocking.
First Issue: The equipment for my self service package was incorrect, when contacting BT was I on hold for 15 minutes to be transferred to an Indian call center. After being on hold for 15 minutes I am told they can not help me and that the number I needed to dial was incorrect, I asked the man politely to transfer me to the correct department as i had already been on hold for 15 minutes, the man advised me that he didn't have the facility to transfer me - SO, I am speaking to what i believed to be the biggest communications company in the world but find out they can not transfer between departments.
My problem here is that i made the advisor aware when taking the package that i needed to the service live by a certain date as i work from home and was due to have a very important conference call that i needed to attend - I missed this call and therefore lost a lot of money.
Second Issue: I called back the following day, again I was on hold for another 20 minutes to have the phone line cut on me; resulting in having to ring back again and remain on hold for an additional 15 minutes.
By this point I am no longer happy to put my faith and business in the hands of a company that cant A. get an initial package right B. Answer the phone in a timely manor C. Cut the line on me when calling and finally are unable to communicate between themselves.
Third Issue: I have cancelled my package with a lovely young man who was understanding, he cancelled my package for me and advised me that there would be no charge whats so ever, he would send out a bag for me to return the equipment and that would be the end of it - Well, it wasn't... £88+ was deducted from my Bank account. As you can appreciate i am becoming more and more frustrated,
I rasised a compliant at this point, i requested confirmation of my complaint in writing and asked when i would expect an outcome, i was told a manager would call me back - I NEVER GOT THIS CALL BACK AND THE COMPLAINT HAS NOT BEEN HANDLED.
Forth Issue: I contact BT again re a refund, i am left waiting on the line for 20 minutes to be told that there was nothing they can do and that i am to contact my bank and do an indemnity claim. I have now wasted near on 1 and a half hours resolving an issue of which should not have arisen in the first place. I got the monies back from bank and believed everything had been resolved.
Fifth Issue: I received a letter/final bill stating that I have £71.64 outstanding.... I once again call BT, i am on hold for 10 minutes - i ask to immediately to discuss this issue with a Customer Service manager to be told that is not something i am able to do but was offered a call back by a manager - I am not happy with this, especially knowing that my compliant has not been handled and i have not yet received the last call back i was expecting.
Sixth Issue: The call handler cuts the call - I am calling back AGAIN but placed on hold!
I am told that i am unable to speak to a manager - Why i do not know and so i am left feeling that what is seen to be the largest communications company in the world actually doesn't really care and have in deed lost sight of what a good and respectable service looks like!
The service is possibly the worst i have EVER received. I receive a far better service when shopping in a market hall buying fruit and veg!”
“I have been with BT for 34 years but have to say, these they are the most incompetent organisation I have ever had the misfortune to deal with. I won't go into detail re my specific problem but I will say this. It is causing me significant stress and inconvenience yet they continue to break promise after promise. One day this will all catch up with them but until then all we can do is expose them via excellent platforms such as this.”
