3,174 Customer Reviews over 80 pages
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- Location
- london
- Reviewing
- BT
- Date
- 2021-10-26
- Comments
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I have been stuck with BT for a good part of 2 years (almost). Although the speeds were decent enough for the package I had, the termination of my contract resulted in the worst possible ruckus - long story short; the chat team does not know a thing about how to terminate a contract and there is a lack of communication between various sections. I had to waste 3 mornings (2 weeks distance apart) to get someone to place a return order of my router and have my account cancel on my requested date - And when that was done I found out (a month after) that I was still resulting a regular customer and paying the bills regularly...terrified of having to set up an account with them ever again.
- Location
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- Location
- scotland
- Reviewing
- BT
- Date
- 2021-10-25
- Comments
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normally i leave a bad company at 1 star but this is completely abysmal. rating this 1 star would be generous considering what you actually get from BT. we get our first BT router a few years back, signed for a year or 2 since they promised good connection. nope! couldn't even connect to stuff as simple as video or online meeting. so we phoned them up and asked for an engineer and the engineer came. the engineer promised high speeds and set us up onto the "fastest connection possible". looking back on that, i almost fell out of my chair laughing with how false that was. nothing improved and they charged us anyways without any reason or explanation as to why nothing improved. naturally, we called again and got set up with new internet. this has been a bit better but not much. not to mention, there's zero point reaching out to the support team since they're as about as useful as a rock and will just keep you on an endless loop while being as passive-aggressive as humanly possible. horrible company.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-10-23
- Comments
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BT boardband unstable and bad customer service. They expect their customers work around their BT engineers schedule not customers. BT seems to think their customers can take time off work for their engineers. I don't understand that why BT engineers are not at services at weekend or evening. Their fault team is a joke, no customer services at all. Telling me there was no fault when I have no wifi for a few days, then told me not to talk over him when he was the one kept interrupting me talking. Shocking bad services at their fault team. BT management needs to do better to provide some basic infrastructure to the UK public.
- Location
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- Location
- Liverpool
- Reviewing
- BT
- Date
- 2021-10-22
- Comments
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Worst broadband u can have!
I had a contract with them when I was living in Luton, was ok...ish
But here, In Liverpool is pure ****! In weekend is not working at all and during the week I have max 2.8 mb/s so is useless!
I am thinking to make a claim because they don't give me what they said in the contract I will get.
Waste of money
- Location
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- Location
- Somerset
- Reviewing
- BT
- Date
- 2021-10-21
- Comments
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Absolutely awful! Paid for full fibre 900
Yes 900 to the hub, then a fluctuating poor WiFi, literally often less than 20mb.
After 2 hubs and endless calls from bt I bring home my hub from work, a different make (draytec) Absolutely fine, stable, reliable 700 give or take WiFi.. so in short if you want full fibre then expect to pay out for a hub/router that performs
Really really shocking how bad bt hub is
- Location
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- Location
- Kirkcaldy
- Reviewing
- BT
- Date
- 2021-10-19
- Comments
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Broadband is reliably slow!! Virgin is x30 faster than by in my area ???
- Location
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- Location
- Oxfordshire
- Reviewing
- BT
- Date
- 2021-10-18
- Comments
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Absolutely disgusting concept of customer service. Was mis-sold a product that was supposed to provide us with internet until an engineer could come out, that then apparently couldn't be provided until after the service had been connected. What a complete waste of time. The people I had the misfortune of dealing with were unpleasant, argumentative and generally unhelpful, wasting an hour and a half of my afternoon for basically no resolution because everyone is busy blaming each other. Communication is poor and aggressive, and the overall experience makes me severely regret choosing to go with BT at all
- Location
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- Location
- Essex
- Reviewing
- BT
- Date
- 2021-10-13
- Comments
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Really don’t know what to say! Had high expectations of bt but they were quickly shattered!
The speeds are decent…. normally…. Up to 130mbs when plugged in to ethernet however the ping/ latency is shocking! It bounces between 4-500+
This makes online gaming extremely frustrating and basically unplayable at some times with being kicked out of games randomly, major lag and certain apps just simply not working. This is console and mobile games. My phone signal is non existent so I’m connected to wifi. When on a call the call often drops. Ironically this has happened multiple times when on the phone to bt. I’ve had them send me multiple external devices which have done nothing. Had engineers come over with the wrong information to begin with then when explaining the problem their response was that they are not trained in latency so they can’t help and proceeded to call the bt call centre and go through options that i’ve already been through multiple times.
Incredibly poor and frustrating service! Can’t wait to leave and never come back!
Shame on you bt! After reading all these other reviews I honestly can’t believe how bad your service actually is across the country!
- Location
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- Location
- Livingston
- Reviewing
- BT
- Date
- 2021-10-09
- Comments
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The worst company eveeeeeer. Problems for 2 months for instalation, later charging me more than they should and extending my ending contract date without any reason. Then calling to finish it and they didn't tell me nothing I needed to send back my router, after month a half receiving email saying if I don't send it back I will get charged after I moved already to another city. Very bad costumer service and Internet working very slow. Never again
- Location
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- Location
- Bishop auckland
- Reviewing
- BT
- Date
- 2021-10-01
- Comments
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I am very unhappy with bt . They donot understand a single word . I just moved othe place from house to flat and i just call them change bt stuff there . I just leaving in flat and downstairs is a fish shop and what these stupid people done they shift my broadband to the fish shop . And the fish shop business account they stop. They are worse than 5 year old kid . Really very unhappy ☹️ its worst day in my life when i choose this broadband never ever come to this broadband again and also tell about stupidness to others as well. Never tell anyone to have this broadband . Very stupid stafff of bt . The fish got very big losss
- Location
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- Location
- Great Missenden
- Reviewing
- BT
- Date
- 2021-10-01
- Comments
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Completely unacceptable! I have waited three weeks for my broadband to be installed on 29th of September. No one turned up and I called BT 10min past the scheduled time saying that no one turned up. Now I have to wait another two weeks for the next available appointment, because the technician said that he came to the address, was told that the resident was not aware of any installation and left! I called 10 min after his appointment! Obviously, he just got lost and went to the wrong address and couldn’t be bothered to find the right one! Now I’m suffering for his incompetence! BT just doesn’t care about their customers.... absolutely disgraceful...
- Location
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- Location
- Belfast
- Reviewing
- BT
- Date
- 2021-09-29
- Comments
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WARNING
IF YOU ARE SEEKING ANY LEVEL OF SERVICE DO NOT ENGAGE WITH BT
Today is 29.9.21 I received a message from BT stating that my installation date has been delayed by 7 days to 13.10.21.
This shouldn't be the biggest deal in the world and wouldn't if it weren't for the fact that I placed the order on 17.4.21.
I get the feeling that they're actually aiming to drag it out for a full six months to wear it as a badge of honour.
I have spent over 15 hours on hold. I have been billed monthly for a service I don't receive and have had complaints closed down without any rhyme nor reason. The communication network is set up so you can't have a single point of contact so when they promise this, that promise is made in the full knowledge that they cannot be acting in good faith
- Location
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- Location
- london
- Reviewing
- BT
- Date
- 2021-09-28
- Location
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- Location
- Edinburgh
- Reviewing
- BT
- Date
- 2021-09-27
- Comments
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This is the most abysmal customer service I have ever experienced. After signing up for broadband our WiFi abruptly cut out after 2 weeks. We contacted BT customer service and tried to get an explanation. They told us that the account had been declared void by a computer error.
Instead of helping us they shunted us between different customer service departments and offered no solutions. We were told 3 times that a manager would contact us within 3 hours, but 3 times we were ignored.
BT then told us that we had to re-create our account and re-install wifi. They refused to move up appointments , meaning that we had to wait 2 weeks for an engineer to come out. I am a key worker, who works primarily with children with barriers to learning who have been adversely affected by covid 19, and my partner is studying for her PHD. Both of our day to day lives have been significantly disrupted.
BT’s solution for this was to tell us to contact ANOTHER WiFi provider to get a Dongle, which they assured us they would re-reimburse us for. So far we have heard nothing. In summation, we are £120 out of pocket with no WiFi to date.
- Location
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- Location
- Brentwood, UK
- Reviewing
- BT
- Date
- 2021-09-27
- Location
-
- Location
- Brownhills
- Reviewing
- BT
- Date
- 2021-09-26
- Comments
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Possibly, nope definitely the worst company to be with. When i have managed to get through to customer service, i have been spoken to like a piece of rubbish. The internet is rubbish and when some one calls the house phone the internet goes off. If Virgin were in the street i would be happy to pay the extra and go with them. I would not recommend BT to any one, a total waste of time.
- Location
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- Location
- Liverpool
- Reviewing
- BT
- Date
- 2021-09-23
- Comments
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Never got equipment. Order was frozen . Ended up staying with virgin .was not told order was frozen
- Location
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- Location
- Glos
- Reviewing
- BT
- Date
- 2021-09-22
- Comments
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Don't be fooled by the speed guarantees from BT. I have 900mbps full fibre to home. The max I get is around 230mbps but this varies to as low as 10mpbs frequently.
This has been raised multiple times with BT who have said they only guarantee the speed to the house. What their hubs pump out is NOT guaranteed. So far:
- I've spent hours on the phone to support (even longer on hold)
- I'm on my 5th hub, all the same issue
- Have been sent 3 discs. Same issue.
- Engineer came out and confirmed their was an issue. He couldn't fix it and said I need an SITF?? engineer to check wifi issues.
- I've had 2 Openreach engineers, who also confirmed there was a problem but couldn't fix it. They suggested I get a new hub with the latest firmware.
- Had to call up and order new hub, delivered but same problem.
- Booked MOT check and the original engineer came out who said the same thing as before. Couldn't fix it and I need SITF engineer.
ps I live in a detached new build house. The walls are paper thin and there is nothing around that would cause any significant wifi interference.
I'm not getting speeds anywhere near what was offered upon purchase and I feel the package was miss sold.
- Location
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- Location
- FAREHAM
- Reviewing
- BT
- Date
- 2021-09-21
- Comments
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Completely hopeless at everything. I gave up with them, having spent 4 hours on the phone in 2 days trying to spend money with them!
- Location
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- Location
- Sheffield
- Reviewing
- BT
- Date
- 2021-09-18
- Comments
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This is the first bad review I've actively given besides the odd verbal comment in 32 years, the customer service and situation I have been left in as a BT customer is disgusting.
Two nights ago around 10pm I received 3 emails all at once stating my WiFi would be shut off and account closed, a few minutes later the WiFi was off.
I called the next day to find out what had happened as I'd never missed a payment and had a package deal through EE, I was informed I'd not payed a £11.13 charge for installation 4 month prior which was confusing, I'd never had an installation as the landline had been in and working for years. How've after looking back I did find the email with the charge so after paying £92 with extra charges I was told I could have the WiFi back on.... Only to then be told my account has been closed anyway, I was then asked to return my hub and that if I wanted to continue with my service I might be given a more expensive plan, I was then told if I wanted to cancel I would have to pay cancellation charges for the remainder of my contract which was 18 months. After trying to explain I didn't want to cancel my contract you cancelled on me and that I wanted it to keep working as before I was then told to call back tomorrow afternoon sometime around 3pm and speak to the sales team.
The conversation the next day turned out to be a positive one with the customer service person saying i can start a new contract exactly the same as the old one and have you up and running straight away, wait 10 minutes for a confirmation email then that's everything...
The email informed me that I was being charged another £40 connection charge, £9.95 delivery for a new hub which would arrive in 11 days, as someone who works from home my business cannot function without using the internet and while still being charged for an account that I've never missed a payment on and still having the original hub plugged in flashing purple I'm left feeling utterly defeated and unable to earn a living.
Again this is the first negative review I have ever left but it took a mighty difficult situation to do so, apologies if I've waffled on but this company is horrendous.
For anyone reading this you'd be better off signing up with THREE
- Location
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- Location
- Folkestone
- Reviewing
- BT
- Date
- 2021-09-14
- Comments
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Not reliable, they had to give me a refund in the past as broadband not working. Yet again it failed today and no way to get access. This could last at least 2 days. Terrible customer service. I will go to another provider the moment that I get out of my contract!
- Location
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- Location
- Bradford
- Reviewing
- BT
- Date
- 2021-09-10
- Comments
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Waited in for an engineer and nobody turned up then rebooked the appointment and the same happened again! Still haven’t got internet and they said there’s nothing they can do just book again.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2021-09-10
- Comments
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Terrible costumer service. Wasted 1.5h setting up a contract. They misspelled the address and now they are asking me to redo all 1.5h of setting up a new contract. They can not change a simple details THEY got wrong. Ridiculous.
- Location
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- Location
- Birmingham
- Reviewing
- BT
- Date
- 2021-09-09
- Comments
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Waste of time you don’t get any where near the speeds you pay for. The customer service is awful put simply don’t bother
- Location
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- Location
- Datchet
- Reviewing
- BT
- Date
- 2021-09-09
- Comments
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Absolutely irresponsible service. The engineers didn’t turn up on the date I have been given. When I called BT customer service they don’t have any clue/ they did not contact the open reach. The date I was given was 3 weeks after order — very delayed set up dates.Even after waiting 3 weeks nothing has been done by them. Then they have me another 3 weeks time. Which means 6 weeks for installation. No communication from them. I had to call millions of time to understand what’s happening. And when you call each person come up with differing information. Basically I fed up with the long wait and moved to virgin. They gave me 1 week time to set up. Let’s see what virgin can do!
- Location
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- Location
- Preston
- Reviewing
- BT
- Date
- 2021-09-07
- Comments
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Waited over a month for a refunded bill. Refunded me £5! Had to to ring multiple times this week to chase and get my full refund of £40 to be told today I would be receiving it by check in the next 10 days. Quick enough to take it tho! I cancelled within the first week coz your engineer couldn't be bothered to fit the router in my living room and left wires all over the floor when I have a 1 year old and a puppy. Nothing but hard work. Wouldn't advise anybody to use BT
- Location
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- Location
- Cleveleys
- Reviewing
- BT
- Date
- 2021-09-02
- Comments
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Absolutely vile to go for. Awaited for 3 weeks now. Got our first appointment last week and the engineer could be bothered coming out, got told we had been booked in yesterday 1/09/2021 and they changed it to today 2/9/2021. To then find out the engineer has not been bothered to come out again. Had a text to say they will review and book me in for a couple weeks time. We live in an area of no service and need internet and when they make 4 failed promises on us and don’t stick to their agreements it makes me think is the owner actually disabled? Does he has something wrong with him? They’re lying scumbags who just want your money and won’t provide a service. I’ve got better chance of having a gangbang with the hottest pornstars than them following through with their promises. Ugly little turds.
- Location
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- Location
- Tunstall
- Reviewing
- BT
- Date
- 2021-08-31
- Comments
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Overall I have been very satisfied with the broadband both it's speed and reliability. But I can't give a rating for the customer service as it is almost non existent. Up to this year I have never had any issue but since June this year after making a complaint BT have given nothing in the way of customer service. They keep using the excuse of the pandemic but that is all it is, an excuse for not keeping in contact with loyal customers. Very poor.
- Location
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- Location
- Aberdeen
- Reviewing
- BT
- Date
- 2021-08-29
- Comments
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Worst customer service I have ever had on the phone for 40 mins and hang up then act like its your fault for not phoning! Absolutely awful company overcharge for rubbish service and make you pay when there is no WiFi
- Location
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- Location
- Uckfield
- Reviewing
- BT
- Date
- 2021-08-26
- Comments
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You have to wait for them one month to come and install but when you are waiting for them they put your appointment 15 days later without telling you, after two month since I ordered I had to order another broadband.worst customer service,
- Location
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- Location
- NEWCASTLE
- Reviewing
- BT
- Date
- 2021-08-25
- Comments
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A few years ago, my BT Internet was really bad. It was never good but it became so awful I was getting less than 1MB. This is over about 5 months. Sometimes no internet at all. I complained numerous times to BT. I was lied to. I was ignored, and when I told them they had to sort my Internet out, or I'd leave, they arranged for a BT engineer to call at my house. I waited in all day. He never came. I had to stay off work for that visit and when I rang BT to complain, they told me an appointment hadn't even been booked. I was furious. I'd had enough of their lies and very poor 'service'. I left BT and subscribed to my internet elsewhere. Before doing that I asked if I owed BT any money and they said no. In fact they owed me 3p. I left it at that. A year down the line I got a letter from a debt collector saying that they were representing BT and the 'DEBT' I had incurred with them. Apparently just after leaving, BT had slapped a £420 fine for leaving 'out of contract'. Yet for me they BROKE the contract by not supplying a service. I was outraged. I finally had to pay the 'debt' because it went to the County Court. I had never had any outstanding debts in my life. But that filthy dirty company BT made me into someone who has a debt collector on his back, and now I have a black mark on my credit report. Disgusting, appalling. And I had to pay £420 plus COURT costs. AVOID!
- Location
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- Location
- Paisley
- Reviewing
- BT
- Date
- 2021-08-24
- Comments
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Shambles from tech support to chat support. False promises on new hub delivery times and costing me more money... almost as if it was a strategy to make more out of existing companies. I've lost trust
- Location
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- Location
- Solihull
- Reviewing
- BT
- Date
- 2021-08-22
- Comments
-
Worst wifi ever, dosent even work properly cuts out every few minutes if i could rate it no stars i would.just because every other company buys there supplies from here dosent mean its a good company. sort your wifi out we switched from sky because its cheaper to use BT, but definatley wasnt worth swapping, the wifi and signal has never been so bad ever. had to buy 8 boosters that dont do anything either, waste of your money
- Location
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- Location
- Scotland
- Reviewing
- BT
- Date
- 2021-08-20
- Comments
-
Dealing with BT was a frustrating and futile experience from start to finish. Two months after signing up for an ultrafast fibre to the premises (FTTP) service, I had to cancel my contract as BT had utterly failed to install the service. They blamed Openreach whom they said were going to replace a telegraph pole as the existing telegraph pole was alleged to be unsafe for the engineer to climb.
At first I was given “ a 100% guarantee” this would be done within two weeks of the original installation date, then given a series of other dates by which this work was to be done, but nothing ever happened by any of these dates.
I asked to speak to a BT manager, this was refused, i made a complaint, nothing was done. I asked to speak directly to Openreach, this too was refused. BT never got in touch with me to explain what was going on at any point, I had to phone them repeatedly. Every piece of information BT gave me was incorrect. It became clear that Openreach had no intention at all of replacing the telegraph pole. Even now, BT continue to advertise that FTTP is available in this area despite knowing it isn’t as it can’t be installed due to openreach engineers refusing to climb the old telegraph pole and Openreach having no intention of doing anything about this
I had to keep extending an expensive older broadband throughout this period with no apology or compensation offered by BT.
A miserable experience a from a dreadful company.
- Location
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- Location
- liverpool uk
- Reviewing
- BT
- Date
- 2021-08-19
- Comments
-
I am raising this complaint in regards. two days waiting for a delivery from BT, 1st day i receive a email that phone be delivered between 8am and 9am i live in 3 story flat facing the front, no sign of a dpd van, then i received a email telling me i missed him, i dont know were the driver is but he sent me a photo of a bungalow i am in a 3 story flat, today same again delivery between 11.30 to 12.30 today not showed again, i rang dpd liverpool who advised me he is in the wrong place and advise it will be delivered, not shown up, yet again. i cancel a hospital appointment because dpd liverpool told me it will be delivered today 7.30pm no show again, i have been onto BT and cancelled the item plus all products i have with BT as this has happen before and had to pick the items up from depot, i am not doing it this time, the name of the drive is marcus and because of this i lost 2 days sitting around for item that never showed up,Know spoken to BT and terminated all product, if they cannot get a proper delivery service i have nothing to do with them, i have a lot of items deliver through hermes without any problems, the driver did not attempt to ring if he was not sure were it was, know it costed me time and costed BT now everything i have with BT is going back, you company does not provide a service it provides a headache for its customers. i will be posting on social media as to whats happened and seeking advise regarding wasting my time and and a numberof telephone calls to liverpool office, i await you answer as BT will have question to ask yourselves. when is bt going to realise there losing money and wasting ppl's time
- Location
-
- Location
- South Elmsall
- Reviewing
- BT
- Date
- 2021-08-15
- Comments
-
It's the worst thing I've never experienced. For the past few months I had a nightmare with this ****** company. I nearly got fired because of you're internet conection. They promised me that I would have minimum of 5MB/s and I have 0.8MB/s, I've opened 5 complains about this and no one cares as they said: there's nothing we can do about it. They've charged me for a things that I no longer have. They're the worst. If you need a broadband, do not choose BT.
- Location
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- Location
- East Sussex
- Reviewing
- BT
- Date
- 2021-08-11
- Comments
-
Its hard to rate a company that offers such a blend of incompetence and dishonesty. If they tell you a thing will be delivered on a date it wont be, when they assure you they are sorry they are not. They are so useless its to the point when you think it would be less effort to be do the job right
- Location
-
- Location
- Hastings
- Reviewing
- BT
- Date
- 2021-08-11
- Comments
-
The worst customer service I have ever experienced. I made two complaints and both completely ignored. Having set up a new BT broadband service 2 weeks prior to my move in date there was some difficulty receiving the equipment. After waiting for the service start date it didnt work. I phoned help service and after 2 hours talk to different staff was told the service had been cancelled because the previous BT customer at that address refused to let me take over the line. BT did not inform me, and then I got a threatening letter telling me to return the equipment or I would be charged. I logged complaint and was told someine would call me. Nobody called. Another 2 hour phonecall from me and a second complaint resulted in new service being ordered, and told I needed a whole new set of equipment, and send the first lot back and wait 11 days for connection. I was told there would be a £20 goodwill credit and be offered compensation for dreadful service, but no evidence of this. Service now working, no contact re complaints,deamands to send initial equipment back even though no prepaid envelope received, and demands for payment even though I set up a direct debit initially. Complaint now going to ombudsman and once contract us up I will never use BT again, be warned they are the worst customer service ever.
- Location
-
- Location
- Wrexham
- Reviewing
- BT
- Date
- 2021-08-03
- Comments
-
The one star are courtesy of the review site not me.. Appalling service fault still not fixed over a week after reporting it.. Response "we wilo send out an engineer to fix it ince and for all??? What did the last engineer do play games??? Talk talk are bad but at least you pay less for poor or non service.. BT don't care
- Location
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- Location
- High Wycombe
- Reviewing
- BT
- Date
- 2021-08-03
- Comments
-
3 weeks and counting without broadband after switch from Sky to BT.
Spent over 6 hours in total on hold on the phone. Absolutely terrible customer service, feel like im being constantly fobbed off and lied to over the phone.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.