“bt really annoyed me please i cannot blame the staff but i must say some are so rude they think they have shares or the ceo of bt i think not just want to let you know my daughter is very ill so is her mother so unable to post the hub back and you are not due for it till ending of jan i have paid for it till 24th of dec or jan so when am well i will ring you to find out how to i wont steal it if you cannot wait for the hub see you in court ok ha ha bt worried about silly hub and people dying every day virus every where and bt tell me if i dont send it back they will charge me your staff digust me take me to court”
“This is by far the worst customer service one can ever experience, ordered a Fibre Business line package given number then said they made an error. Gonne to print on sign and cards! No one is there to even help or answer any question, all we get is give us 24-48 hours and we will sort out and now been 2 weeks and on the phone to them over 5-6 hours! wasted time in my life! avoid this company!!”
“We were moving house on 10th Oct so I informed BT on 19th Sept. As of today we still are not connected to the fibre broadband. Engineers came and failed to find the duct that was under a wheelie bin they didnt move. We were sent a hub so that we could use the copper broadband in the meantime, however we found that at some point the phone extension had been disconnected by an Openreach engineer when replacing the cover on the master socket. Without this extension the hub, phone and wires were at the bottom of the stairs and could easily have been tripped over. I phoned BT and asked that someone could reinstate it. I have found out today that I have been charged £85 for them to do that, bearing on mind that it would not be needed if they had connected the fibre in the first place and they were the ones that disconnected it, I think this is a cheek. I also noticed that on my order the engineers due today are now estimated. So I'm guessing they wont be turning up. I guess another phone call (the 10th) and hours of my life I wont get back will be needed today. BT sort yourself out you are a disgrace.”
“Absolutely rubbish! My new activation date was to be 24th nov, then 1st dec as no space in cabinets, then 1st jan 2021 which was completely unacceptable. They left me with a £40 refund and that was that! Stay well clear if I was you!”
“I would not recommend BT to anyone. What should have been a simple and easy case of transferring my existing account and service to my new address when I moved house has been an absolute nightmare. They cancelled part of my order on my moving day took over two weeks to put the new order through (leaving me without a working landline or internet service for a number of days), billed me for an increased tarrif at my old address account after I'd moved out, assured me that they wouldn't debit my account for this incorrect bill but did anyway, they've also set my new account up on a higher tarrif then originally agreed, and have ignored my last six emails to the Home Moves Team trying to get this all resolved (who'd promised me a call back two weeks ago, but who still haven't called me). I've also spent hours repeatedly on hold also trying to get through to someone to get it sorted (I'm currently on the phone to BT in a queue and have already been on hold for over an hour this morning). I've lodged complaints which have not been dealt with, and this is still dragging on six weeks after first advising them of my house move. Absolutely unacceptable way to treat their customers! I'll be raising this with the Ombudsman if BT don't get it all sorted out soon. If you're thinking of moving to BT I'd advise you to avoid at all costs, I'd really wished that I'd just switched to a new service provider when I moved house!”
“Horrible service ! Have paid for my contract with them, a month has passed and they still haven’t implemented the equipment and the wifi in my place. Have had 5 arranged appointments with them, and every time the engineer did not show up and did not even inform ! Completely unacceptable, horrible service and reliability ! Every time you try and contact them you have to wait for one hour, and every time someone says they will fix it and then the appointment does not got through ! Also, they promise to call you back, but eventually no once calls you, so you have to call them again and wait for one hour until someone replies.”
“My sister and I have been trying to arrange appointments to get my vulnerable mother who is in her 80s set up with a phone/internet/TV package. We've lost count of the number of appointments cancelled at late notice or no notice at all. Each appointment means that my sister or I have to take time off work and the p/t warden of the housing complex my mother lives has to be available. We have spent over 20 hours on the phone, have been polite, begged, screamed and cried but all to no avail. Yesterday yet again after being promised for the umpteenth time by a manager that someone would turn up between 1-4, yet again they didn't. With no notice. When my sister phoned BT to talk to a manager, after being kept waiting for nearly an hour, she was hung up on. How are BT allowed to be in business? I genuinely thought that customer service from sky or virgin was poor but this is absolutely beyond belief.”
“Just amazing. BT cancelled both my line and broadband in error. I have now contacted them more than 6 times to reinstate the line without any success and spent 4 hours in the process. The issue is apparently that open reach consistently cancel the order. Its a shambles and one of the worst organisations I have ever dealt with . still not sorted. Its a standing joke and all you get is we are very busy at the moment !! So am I funnily enough.”
“BT had the wrong address for us. We updated them three months ago and three months later we had our internet connection cut off with no warning. This is called 'slamming' and BT are well aware that this happens all the time to their customers. BT tried to charge us £116 for this.
We spent hours on the phone being transferred to one advisor to another. We've used the online chat service in which the advisors were dreadful. This time cost my partner and me around £600 in lost income. We then had no internet for two weeks while we waited for Virgin broadband to be installed. (I would recommend Virgin over BT at the drop of a hat if you can get it.) This led to a further loss of earnings for my partner and me.
Overall the service received was terrible, we spoke to many rude advisors who were defensive and had very poor communication skills. Luckily we spoke to an advisor who waivered the fee for us but we will never see the money lost due to loss of earnings and we will never get our wasted time back.
Please avoid BT at all costs, avoid the poor-service monopolies.”
“Internet down for 2 weeks now. From first day promised will come back in 24 hrs - never did . Both my wife and I opened complaints and got "assigned case owner "- never heard back ( not even an email nor phone call ) - and now my complaint marked off as completed and resolved without any feedback or progress . Openreach staff told me outside on main road it was their fault as they mixed cables - transferring greenboxes on the first day of internet loss . I wish I could mark no stars on this - but Trustpilot only allows me to mark lowest 1 star - absolute appalling ( both of us rely on the internet at home for income - during covid . If my phone signal was good enough in area or if I had an alternative option - I would have swapped already .”
“worst company I have ever dealt with our lines are constantly down having severe implications to our business. they don't care and offer no solution to the problems.”
“Terrible on all levels. Had a multiple problem with the service. Unprofessional customer support, after making multiple complains about the broadband I had to book a technician who never showed up. Definitely the worst internet provider I ever had. Would not recommend to my worst enemy”
“A truly disastrous company from start to finish.
This was a simple broadband order, that took over three months to be completed. Complaints were raised to no avail, my account was credited then my QuidCo cashback of the same amount was declined by BT.
I was lied to throughout my order process, a different excuse was given each time. I was told I was not connecting the router correctly (I'm a network engineer) and zero help was given. This turned out to be a line fault at BT's end.
I booked days off work and BT didn't show up.
A disorganised company that really needs to have some major changed enforced.”
“Since I opened account with them , the monthly price on what we agreed is 26.99 per month , so you have to pay 26.99 straight away and then 10£ for installation and 10£ for the BroadBand box,and it's just one time payment , so I paid, but next Month again higher than the price we agreed to pay which is 26.99 and like that went till September, every month I was paying more and different prices each month , on September I loged in to the BT app to check my bills and I saw that I have to pay 80£ straight for 3 month together and I didn't understood what's going on ,so I called them and asked plus I asked why do i paying every month so much money if the price was 26.99 each month ? So the agent explained , he said that I got applied for the monthly package which I never did and I can't recall, so I explained him that I didn't apply for nothing and that iam using just normal WiFi without any Channels and that I want pay as we agreed 26.99 , he said you are right iam not sure why this package been applied to your account and he refunded 25£ plus he said that the next bill will be only on December due to my overpayments, I was happy to hear that and I asked him are you sure that the next month there will be no problem? He said all set . So the next month comes October and as I knew I don't have to worry till December,but I just checked my BT account in case and what do I see there ? That I have to pay 39£ so I called them Monday on 19th October and asked why do I have to pay ? And the explained agent what happened previous month and what the agent said to me in September, so current agent as well said that the credit been applied to my account and don't worry, but he said something different from the previous agent , he said October don't need pay November we will take 1.79£ and December will be normal monthly payment 26.99 which sounds great ,but then after 2 days I checked again account and I saw that there been applied late payment charges which is 10£ all together 39£ so I called October 22 and I again explained everything to the agent and he said that I have to pay for October 14£ so I called 2 more agents after that and all they could say that I have to pay 14£ now and if I don't then there will be late payment charge added to my account and that next month I have to pay 39£ and on December they will refund everything what I overpaid for all months and I asked why 2 agents said that I don't have to pay till December due to my over payments each month and where did this money went ? Plus why I have to pay for November 39£ ? If my monthly payments is 26.99? And I asked what is going on ? So they said that there been error that's why previous 2 agents said that the next payment gonna be on December and for the November I have to pay because system monitored payments like that , and I was just shocked . Every month I been paying more than usually just because someone added package to my account and they got no shame to tell me that I still have to pay higher price than usually for the November just because computer generated like that ,I just don't understand what kind of company is that ? How they can do that to the people's .”
“Absolutely disgusting, staff putting phone down on you after waiting 45 minutes on numerous occasion. Not turning up for appointment, the distress they have caused to my 89 year old mother in law is totally unacceptable.”
“On checking my account there was a note to say(we have made some changes to our prices so your bill will be higher.how unfair to not let the customer know and just take extra money from direct debit.shocked and disgusted.”
“I rang BT on 12 October to enquirer about payment for premier games. The adviser gave me the answer but then said he could get me more channels at a lower price. I agreed and he said he would send me two new routers that I would need. I thanked him for the advice but then noticed the next day I had lost Comedy Central and some sports channels
. Since then I have tried to revert but am told it is impossible! Rubbish!!!”
