“Iv been with BT since 1973 and I'v had to leave due to over charging by BT getting out off control. No loyalty to people like myself, and I'm a pensioner off 77yrs. My daughter had to get me a mobile phone to keep in touch with friends and family. Disgusted with BT shame....????????????????????”
“Stuck in a one year contract with this appalling service. I'd rather wear thumb screws. The mobile App doesn't work properly, I can't even get our extensions to transfer successfully to between one other. For example, if I go on holiday and need to port my call to the mainline, it doesn't work. The call just disappears into an abyss or goes straight to answer service. Poor connections with echoes - the whole thing is really bad for business. I do not recommend this service. The support line is hopeless - kept on the phone for up to an hour at a time and still don't get things working properly. A complete waste of valuable time.”
“Been a landline / infinity broadband / BT Sport TV customer for several years - on August 7th I renewed my contract on the strict understanding that I would be able to record BT Sport by exchanging my You View box for a You View Plus box. On that basis I was foolish enough to pay £208-80 landline fee 12 months in advance. Subsequently I have spoken to as many as nine individual BT employees in an attempt to resolve the recording issue by purchasing a You View Plus Box, quoted at £49 plus delivery. I have repeatedly been passed from person to person, placed on hold, hung up on, informed I need to also buy an additional TV package etc etc. Last night I again rang 0800 783 1401 number with the notion of either resolving the problem or cancelling my contract and requesting a refund. On this occasion I was kept on the line for one hour and 20 minutes while being passed to 3 different advisors, Chris in Doncaster, a lady and finally a Scotsman named John who assured me he'd have a brief word with his manager and get right back to me. 20 minutes later the connection was broken, leaving me absolutely fuming and my dinner burned to a crisp. Nevertheless, I rang 0800 783 1401 again this afternoon to cancel my contract but was persuaded by Amir Patel that the issue could be resolved, he would investigate and I could expect a call back in 30 minutes or so He said he'd generated a complaint ref No VOL013-235351101139 in the interim. Four hours later I have received no such call on either my landline or my mobile, both numbers having been supplied to BT. I have just called 0800 783 1401 yet again to cancel my contract within the 14 day cooling off period and to request a refund of the 12 months in advance landline charge which I am informed may take up to 7 working days to clear my account - took 5 minutes to leave my account. Ironically I also receive a BT bill yesterday and needless to say its also wrong. The left hand doesn't know what the right is doing resulting in disgusting treatment for loyal, longstanding customers. Never again!! Customer ref GB08847343”
“My elderly parents live in a remote house on an Island in Orkney, Scotland. They have been through a tortuous year with BT as their "service" provider.
They have now been completely without a landline or internet for 11 weeks, let alone any chance of broadband. My father has been building a new house over the past few years next to the original croft cottage he owns. In November 2016 he contacted BT to ask them to move the line from the old house to the new house and was told this could not be done until February 2017.
The phone line then developed a fault around December 2016/January 2017 time and an engineer was not sent out until February. The engineer repaired the fault but would not move the phone line.
My father phoned BT again to be told that the line would be moved on the 19th May.
At this point, the "executive complaints department" took over following a complaint. BT then came back saying that my parents would need to register the new house as a different address, despite it being literally next door to the original house. Cutting this part of the story short, the planning department at the council agreed that this was not necessary.
The BT engineer failed to turn up on the 19th May, and my parent's landline and internet were both completely cut off by BT on this date. Since then, there have been 4 more arranged dates on which engineers were supposed to turn up but have not done so, with no notice or explaination.
11 weeks after the phone was cut off and the best part of year since my father asked BT to move the line and he is no closer to getting it sorted. The "executive complaints department" has been phoning my father on his mobile regularly but is unable to tell him why the engineers have not kept to their appointments or when they will actually turn up to fix the problem.
My parents have also been in touch with the Ombudsmen, the local MP and the local newspaper and are no closer to getting a resolution, which is why I am posting on here on their behalf (they have no internet to do so themselves!)
BT has a Universal Service Obligation to provide all households in the UK with a landline, even in remote parts of the country, and they are certainly not fulfilling this.
To have a working phone is a lifeline on a remote island as the mobile signal is not always great. My Father is in his 70's and my mother, her late 60's and are currently without any reliable way to contact the emergency services should the need arise.”
“BT reuse to let me leave without paying the rest of my contract fees despite not giving me the service I signed up for. To leave I must pay £197. I have a ADSL Internet connection which, despite ridiculously slow upload and download speeds which I tolerate, continually loses connection and displays the dreaded ‘yellow light’ on my router signalling a loss of service, REPEATEDLY, 10-20 times a day!! BT offered many ‘workaround’ fixes, free phone data, new routers (x3), engineer visits etc. After my need for a better connection became essential due to large file upload/download for work, up to 6GB+, I decided to leave BT and join Virgin Media which was cheaper and has impressively fast fibre broadband in my area. BT then claim, what for it, that my loss of Internet connection isn’t technically a ‘drop’ in service and happens simply because the accompanying landline has a fault on it!! I explained, it doesn’t matter what or where the source or location of the problem is, all that matters is I’m not receiving the service I should be. To which they respond with their final word on the matter (after long debates and endless transferring from department to department) that my Internet has only ever ‘dropped’ connection twice during the last year and has always been ‘provided’ otherwise and it’s the problem with my landline that causes the problem with the Internet connection at my end, and therefor, because they’ve continued to provide broadband at the speed contractually agreed upon from their end, I am not free to leave without paying the rest of my contract!! Can you believe it!! I said it doesn’t matter what you provide at your end, what matters is what I receive at my end, AND I RECEIVE REPEATED DROPS IN SERVICE!!! I DO NOT CARE WHAT PART OF YOUR SERVICE/NETWORK IS BROKEN, I DO NOT RECEIVE THE SERVICE I PAY FOR AND I WANT TO LEAVE WITHOUT BEING CHARGED £197 TO DO SO!!
BT refuse to budge so I must pay £197 to leave a broadband contract that is regularly interrupted by a fault on the accompanying landline. What can I say except, BT, shame on you, after my years of loyalty, you treat me like this, SHAME ON YOU!!”
“Always found broadband fast and reliable. Engineers always professional and helpful on the few occasions one has been required.
Getting download speed of 46.37 Mb/s and upload of 14.23 Mb/s with BT Infinity Two which I'm quite chuffed with. Lots of devices using Wi-Fi within the house including an external CCTV camera - broadband box seems to be able to handle whatever you can throw at it, and my online gaming smooth as ever if my partner is browsing on her laptop even with all the other stuff going on in the background.
Not much in the way of deals to retain customers - there is some movement in price, but rarely as great as 'new customers' deals. Sky Online-Max by comparison is somewhat cheaper, but doesn't include any 'cloud' or backup facilities in their price.
BT Cloud a useful 'free' add on at first glance (500GB with my broadband, which can be upgraded) however is SO slow to the point of being unusable. My 200GB of photos and music files backed up to the BT Cloud has taken over a month to completely back up all files. It's not just me either - there are plenty of forums where people have complained about BT's cloud feature.
Automatic back-up seems to work well in the background, however the upload speed is so slow I have no confidence that new files, or file changes will be reflected in the Backup Cloud, and therefore have no confidence that new files have actually been backed up.
So, in summary, performance is good. Prices nothing special, and ancillary features like BT Cloud bit of a waste of time!!”
“Terrible customer service. Mis-sold us cloud voice and ignored my emails to cancel. 1 month still I have not had cloud training. Excuse was the trainer was away!! surely more than one trainer is hired by BT. Seriously the cloud voice sellers are only interested in the sale. They will ignore you after and show no care if you are happy or not. Plus lie that hype it up to you. Its a terrible phone system. Does not do simple things that our business needs and wants that we had on our old BT phones. Trainer has not still managed to get the right functions for us in place after a month. Terrible service and really dont understand what the big hype is about cloud voice. It means we have to do everything from the portal in addition to our jobs as this is how it works. I wish I never fell for their tricks. Anyone getting this please try another organisation if possible. BT Net who deal with loud migration and Fiber installation are the best teams. You would think being a telecommunications company they would have customer service on point with phone systems. NOPE!!!”
“Wanted to cancel and told to call back in 24 hours. Called back in over 24 hrs and asked to call back in another 24 hours as their system hasnt updated. A manager called 'Sam Harris' was asked about y request for cancellation being taken but he declined 'for legal reasons' . Shocking and a wayy to bat people away till they decide not to cancel. We have had consistent problems with dropouts with BT avoid an overpriced useless network.”
“This is the worst company I ever deal with. I missed my payment once so they disconnect me from internet so I could not work from home for two days and they chargeme £7.50 for late payment charge and then £12 pound for reconnecting me. When I try to phone them with complains I have been on the phone for 45 minutes waiting when somebody answer they said its a standard for everybody. So I asked where is that money going to do they have to buy new cable or something after they cut me out or what? If every 10th person forgot to pay they bill look how much money they are making from nothing. Awful practice ashamed yourself BT never again with you...”
“BT are without a doubt the worst company I have ever dealt with. Some of their practises must be bordering on illegal. With so many tech companies out there you would be mad to deal with this company. If I could give a negative star rating, then it would be-10. They will never see another penny of my money or anyone connected to me. Vote with your wallet people.”
“Today after so many years I walk away! Beware those still with BT when you do the speed checker and BT tell you there is a fault which they then report automatically THERE IS NO POINT!
Turns out the speed we paid for was never received! We paid for a service we never had! The only offer made was to stay at a reduced service reduced cost and then to add insult to injury when we had left we were offered a lower offer than we are now paying! Feel totally ripped off and would not recommend this company to anyone”
“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.”
“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”
“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.”
“My worst nightmare! Rip off, thieves, non existent customer service, incompetent employees, poor service, absolutely not worth it. I've been with them for 6 years, first broadband, then added TV and mobile. Coincidence or not since EE took over, everything went bad. No mobile signal, no Internet signal, no TV signal. They forced me to upgrade fie a higher band saying Internet will work, but it hasn't and I couldn't stop contract. They charged me and extra add on for netflix which I didn't ask for, they didn't want to let me finish contract before April although I am paying for nothing. You have to wait up to 6 hours to get through to customer service, and if you are lucky they will move you from one department to another with no success. They will just walk you through all tests and procedures and codes and staff that you simply quit because you would need 3 days and lots of patience while they are taking your money without any shame. Run away from them! Run!!!”
“BT - shameless people providing worst services than 3rd world counties. Unfortunately, we are victims of BT internet at home. The promised speed of 30mbs is actually 7-11, the promised signal reach of 250 yards is actually 10 yards and they promised us unaffected signal even when we connect 60+ devices, surprise, surprise, the signal starts to lag after 5 devices. An utter disregrd to the consumer rights. Failing customers at every single step.
Above all, we cannot cancel because of the contract but they can break every line written in that contract.
Shame shame shame shame
Their license should be revoked and ofcom should take action”
“If I could give BT less than 1 star i would, the amount of trouble i have had over the last 5 years has been unreal, broadband cutting out, loads of engineers coming out and not being able to fix the issues, being lied to constantly, then I had a letter saying my account was going to be closed for non-payment so I looked at my online bill and i could see that I was up-to-date on my bill but I paid this month's early just to be sure, I then received one of those jiffy bags that you have to return the kit, so I went on BT's online chat and asked what was going on as my bill was up to date.
Some guy who couldn't hardly speak a word of English came on and said it was their mistake and that the reason I was getting jiffy bags was cause I hadn't sent my old router back last year after I received a new one, so when I told him I had returned it he told me that it was fine and he'd marked it as returned and that my account was all good and I wouldn't hear from them again.
I asked why I received a letter and he said it was their mistake.
Fast forward to yesterday and my Internet been disconnected so I phoned BT and asked what was going on and was told my account had been closed due to non-payment so I explained and they said although it was their mistake there was nothing they could do and that I would have to sign back up, so i asked if i had to have a new activation date and i was told yes!!!
I am absolutely furious, when I spoke to a member of the team on the online chat I repeatedly asked why did I get a letter and he avoided the question
I put a complaint in and a very rude woman spoke to me and said it had been disconnected due to non-payment from July to September and I had received all sorts of emails threatening me I would be disconnected, so I said I'd received emails saying thank you for your payment and I could provide proof, so she kept interupting me so when I interrupted her once she had the cheek to say "hang on a minute I haven't finished talking yet" and continued to say that I would just need to sign back up which I refused, i also asked her to check the online chat transcript between myself and her colleague about him saying it was fine and i wouldn't here from them again about this issue and she went and said "I can't check the chat" lmfao so when its convenient for them they can check things but when their in the wrong all of a sudden she cant check lol, so cause my bill is £20 a month if I hadn't paid then why is my "final bill" only £20? Surely if I hadn't paid BT then it would be more than £20? I asked that and the woman hung the phone up on me 🤣, my complaint was closed with the solution being filled out as "we've explained our policy" what a joke!!
Why didn't the guy I spoke to on the online chat tell me my service was going to be cancelled even though I told him I had paid it and he said my account was fine.
I am disgusted the way I have been treated!!
I warn EVERYONE do not go with BT, i have signed up to another service now and it's not only cheaper but seems a lot better than what i've experienced with BT, they are rude, they like to threaten and try to intimidate people but cause instood up to them they didn't like that and hung the phone up on me.
I have been in touch with the Financial Ombudsman Service and will be taking this further.
YOU'VE BEEN WARNED!! STAY AWAY FROM BT!!
they will try to bully you and if your in the right they will speak to you like dirt and won't listen to you at all and will continue to threaten you!!
Good luck!!”
“Scum of the earth. Please, please do not ever join these. Well I joined BT for there 6 months half price deal and if id have known now what i know, I wouldn't have paid 50p a month. Cut my internet off 7 times in 5 months because they kept getting my grandad and mines accounts mixed up (he hasn't been with bt for 3 years) they kept cutting services off before billing date knowing I'm on the vulnerability list and have young children with monitors ect, took 2 double direct debits which I had to fight for to get back, way below promised spoeds, TV service was glitchy and slow. So I left to Sky, received my final bill reminded from bt £656.53 with options for payment plans ect, called the number to be told BT don't accept payment plans and its because it has already gone to a debt collection agency (when I called day I received the letter) it wad with TDX group... Or so I thought, contacted TDX to setup payment plan to be told they don't support BT as a client and it's not with them😂 called BT back to be told sorry there mistake it's actually with moorcrofts and they gave me the number, contacted Moore crofts, same thing... No idea about the debt ect. Called BT back to be told its not actually with a debt collection agency yet its not going until 30th September but I could pay the full amount now😂 Im trying to pay the debt but there refusing, manager promised called me today between 12:30pm and 14:30pm no call, called BT back to be told my only option is to wait to get a letter from the debt agency. Which there adding on 15% onto the balance 😂 never known anything like it. Please avoid at all costs. Sky has a bad name but I can assure you, they are better than this scummy company by far. Talk talk, virgin, please go with anyone but these. Not worth it at all.”
“Not possible to give negative stars or I would. Switched to fibre broadband with them, however we were not told that the package included digital voice telephone service, so that was a suprise when the router came. Then, they were unable to connect on the day they said the would and kept saying there was no problem. Eventually they said they would send an engineer but if the fault was with our equipment we would have to pay an extortionate fee and hourly charge. We were confident it was not a fault with us as the previous supply worked without fault, but they made us feel very worried we would end up with a massive bill. Eventually an engineer came out and got us connected two and a half days late, and the fault was with them their end. We raised a complaint but we were told there would be no compensation or any reduction in the first bill as a guesture of good will. They then tried to close the complaint saying it had been resolved..... BT is an utter disgrace.”
