3,590 Customer Reviews over 90 pages
-
- Location
- Reading
- Reviewing
- BT
- Date
- 2017-01-21
- Comments
-
So called superfast unlimited broadband is expensive, slow and recently keeps cutting out. Talking to BT online is a nightmare because they never check previous records and you have to start again each time, also very slow.Hoping to change provider soon.
- Location
-
- Location
- Chichester
- Reviewing
- BT
- Date
- 2022-11-12
- Comments
-
The main problem with BT is their appalling customer service. It is very difficult to find anyone to contact and wait times on their helpline are a minimum of 45 minutes.
This week I tried to report a fault via their SMS service; I was told that someone would contact me and heard no more. I then reported the fault via their automated troubleshooter and was give an appointment date. The engineer didn't show up and then I got an email giving me a visit date in a further week's time. That's an afternoon wasted.
Unfortunately I'm still in contract, but will be moving once that expires.
- Location
-
- Location
- UK
- Reviewing
- BT
- Date
- 2018-08-23
- Comments
-
May I never go back to BT ever!
I am asking for one simple change to take place and it has resulted in a ful 1-2 month saga with so much emotional hassle!
The broadband and reliability as a standard are great. The customer service is not.
I do not and may not ever return back to BT. I am a long time serving customer who has now lost so much money in bills loopholes and bad customer service. I do not and will not ever from now on recommend ever trying their service. No matter how much incentive they will give in Amazon discounts. I am too disgusted by their treatment of one simple request.
- Location
-
- Location
- Norfolk
- Reviewing
- BT
- Date
- 2018-07-02
- Comments
-
I joined Bt placed order 17 February it took over a month install 5 appointments 3 engineer appointments till it was installed i got an offer from Money saving Expert Martin Lewis Fibre Broadband phone Tv £150 MasterCard £50 cheque cash back its Now July never got the cashback £50 got a Master card to the value of £110 contacted emailed phoned Bt 5 / 6 times or more they tel me their was no such offer i must be stupid when i placed the order i done a Screen capture on PC as proof of offer at the time
Any way 3 months later get email from BT my price is going up by £2.50 a month it was supposed to be fixed for 18 months not so say BT the price can go up any time i tell them i want to save money Sky Plusnet Vodafone have offers for £25 but bt offer me more expensive package their new super fibre £33.50 i dont want to pay more i want to save money and pay less Joining Sky for £25 38Mb fibre unlimited calls
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2016-02-08
- Comments
-
From a customer service point of view, BT is by far the worse provider I have ever experienced.
Took them 2 months to get my broadband + sports working after multiple engineer appointments and infinite time spent on the phone and online chat. Had I not been pro-active, I'm afraid I would still be awaiting for my service activation.
It has been a very frustrating experience. As soon as my contract ends I'll be moving out.
- Location
-
- Location
- Midlands
- Reviewing
- BT
- Date
- 2016-05-31
- Comments
-
Good broadband speed but BT has little customer support and frequent broadband downtime.
- Location
-
- Location
- Nantwich
- Reviewing
- BT
- Date
- 2018-02-24
- Comments
-
Trying to upgrade to Ultrafast - got an email saying it's available, try to buy and website says it's not. Speak to customer services, apparently their 'old system' knows its available,. hence the email, but the 'new system' doesn't, so they can't sell it to me. So they say they will fix that and place the order for me, even give me an order number. Long and tedious story cut short, that order had never been placed, raised complaints, spoke to every man and his dog in India multiple times, still not fixed. Utter shambles.
- Location
-
- Location
- Oldham
- Reviewing
- BT
- Date
- 2019-01-23
- Comments
-
BT broadband is the worst broadband supplier I have ever had. Join BT if you like buffering all the time. We are paying £52 per month foe an appalling service. If we want it checked out we have to agree to pay expenses if they don’t find a fault.
- Location
-
- Location
- Bristol
- Reviewing
- BT
- Date
- 2018-10-18
- Comments
-
Was tricked out of switching - BT agreed monthly to match an equal competitor - they reneged 4mths in..just counting 6 months left of contract so BT can be excluded from my future...
BT lost a good customer - they just don't know yet :-D
Well done loyalty team ;-)
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2020-07-06
- Comments
-
I have been with BT fibre for about 3 years now and to be fair, I don't get many issues.
But damn, when you do have an issue are they shockingly terrible at fixing it! I'll explain the problem I have;
2 weeks ago I woke up to not having an internet or phone connection. After a few phone calls (on my mobile) to BT they sent me an engineer the next day.
The next day arrives and the enginner turns up on time, all well so far. 3 hours later he figures out that my fibre cable had been disconnected from my port in the underground rack, broken in the process and put back into a different port. Basically a contractor stole my connection for someone else.
He then fixed my cable and plugged it in to a new port telling me that BT would need to disconnect my connection on one server and reconnect me on another as I'm now using a different port, which "should take 24 hours".
2 weeks and many...many phone calls later, they should have me disconnected from my old connection by friday the 10th.
So now I am looking at 3 weeks of no phone and internet for them to disconnect a connection and connect a new one. That is actually abysmal customer support and service on their part, for a problem that shouldn't have happened in the first place.
- Location
-
- Location
- Pontypridd
- Reviewing
- BT
- Date
- 2018-01-10
- Comments
-
Really bad service. Supposed to get up to 52mbps for 'super fast broadband but getting only 7mbps. Engineers called out 4 times. Previously had 32mbps but keeps dropping back down shortly after engineer 'fixes it. Expensive for poor service. They charge loyal customers more than new ones. I wouldn't recommend BT.
- Location
-
- Location
- Bucks
- Reviewing
- BT
- Date
- 2014-08-26
- Comments
-
Had to comment about the awful customer service and incompetence of BT, both Phone and Fibre.
First off I must say the product BT Fibre is not an issue, works fine only a few drop outs. But the Customer Service, wow how bad was that. At first we had to deal with India who couldn't understand me or half the billing issues, then when customer service came back to the UK, rather than get better it appears to have got worst. I am in the dying throws of changing from BT after year to PlusNet (who by the way have been great - take note BT). I tried to get BT to simply allow me to change to PlusNet, i.e. get a MAC code etc, oh no was told had to cease my service even after said I would need MAC code etc for PlusNet as would be going with them. No couldn't do that, later in week called again after talking to PlusNet who correctly advised that was wrong etc, was told this time whoever had done order before was wrong and that would sort it and gave me my MAC code (I trusted them -bad move), again when spoke to PlusNet they advised still unable to put order through even with MAC code. Another call to BT different person, then later call back from their person as she was telling me my date for ceasing etc had turned from sometime in sept to 29 august, again told by new manager that they had sorted the cease and set everything correct for PlusNet to do. So next PlusNet tried and got half way - i.e. it let the order start but was not fully confirmed. So checked again why PlusNet having issues today, they couldn't see from their end, so spoke to BT, first guy said and confirmed that Cease was back on after it was supposed to have been stopped and that wouldn't have internet and phone after 29th Aug. Another call to PlusNet and this time, who said explained why no confirmation on their order, so they cancelled and said sorry but you would have to talk to BT to get rid of cease and make into migration, which should be not an issue. Another call to yet another BT person this time somebody who deals with cancellation, who apologised but said in fact that after tonight I would have no Internet and Phone, not after 29th and that because was so close could not stop cease and could not do migration. sorry but that was all he or anyone could do, took a note of the fact that I have paid for my full month of August by Direct Debit and said to reference this when get final bill to get back any money already paid from 27th till end of August.
So through all this I get nothing from BT in terms tracking of my call (unlike PlusNet, where at least you get an email of your query and question), I get told one story after another - I am half expecting that internet is about to die any moment as I a writing this, no real apologises, no really managers who want to know at this late stage of your annoyance - nobody today would let me talk to manager even after they had talked to their manager about issue.
So stay well away from BT - they haven't a clue what is going on, they tell multiple stories and just don't care about their customers.
BTW - never mentioned all the issues about my billing from the start because it would just take ages. I think at this rate the amount of time I have spent trying to sort things out with BT, they should employ me and pay me at least it would then be worthwhile.
- Location
-
- Location
- Ayr
- Reviewing
- BT
- Date
- 2014-11-09
- Comments
-
TERRIBLE CUSTOMER SERVICE
Phoned up BT to as I had a problem with my chromecast connecting to the hub, i knew what needed to be done to fix it, change the wireless band from 5ghz to 2.4ghz, was talking to the lady on the phone and she didnt seem to understand how the hub worked, i seemed to know more about it and she is a "technician", as I was asking her questions she couldnt answer she was beginning to not make sense, just saying anything that came into her technical head, she could not get off the phone quick enough and was very rude and not one bit helpful
TERRIBLE!!!
- Location
-
- Location
- Herefordshire
- Reviewing
- BT
- Date
- 2015-01-18
- Comments
-
Would avoid in the future just for the sake of their customer service. After nearly a month of problems, and two weeks without any service, we're finally up and running with no problems (fingers crossed). Their customer service is despicable, I think I spoke to upwards of 50 people before getting our issues resolved (we moved back home and brought our service with us, they cut the old service at the house off before telling us it would be a month before the new one would be live!).
If you have no problems then I'm sure BT are fine, the broadband is good (although sometimes a little patchy when a lot of people are using it) and the phone line is fine.
I would avoid at all costs just because of their customer service though, the most appalling company to have to deal with.
- Location
-
- Location
- Durham UK
- Reviewing
- BT
- Date
- 2016-12-14
- Comments
-
THE WORST
They might market themselves as the fastest broadband but signing BT was the worst mistake. We have had wifi cuts every single day and when we tried to file a complaint on BT website, it simply told us to check if the router was connected properly. After sending a very angry email we were finally contacted by their customer service. They asked us to test the connection with the cable which still did not help. Then they finally sent an engineer. After the engineer visited everything got even worse and we basically do not have any connection anymore.
Hopefully this will solve eventually and I must say their customer service is very good, but it has been taking over a month now and we are all upset. I would really think twice before signing BT and in case you have problems, make them to send the engineer over right away, not waste time with some tests that do not help.
- Location
-
- Location
- England
- Reviewing
- BT
- Date
- 2023-04-26
- Comments
-
Ive never spoke to customer service but my dad has and its the same thing every time its like their reading off a script and its so inconsistent it turns off everyday without fault and its turned off 3 times in the last hour for 10 minuest straight
- Location
-
- Location
- Banbridge
- Reviewing
- BT
- Date
- 2020-07-17
- Comments
-
Quite possibly the most incompetent and shambolic customer service I have ever experienced! 6 phone calls and 12 hours of being on hold and passed about and we have now moved into our new home a month and still no broadband. They are completely useless! Would go elsewhere except we are still on contract. Biggest mistake ever, wish I had stayed with sky and that is saying something.
- Location
-
- Location
- Staffordshire
- Reviewing
- BT
- Date
- 2018-07-16
- Comments
-
I was with BT for 12 months customer service was not always hepful usual answer was "It's working okay our side" they advertise as being customer orientated but in truth no better than some others and mt broadband kept dropping out and was slow even though i wax on tge fastest fibre
- Location
-
- Location
- Leek
- Reviewing
- BT
- Date
- 2009-07-29
- Comments
-
Almost impossible to contact BT when problems occur. Difficult to understand Indian call centre staff.
- Location
-
- Location
- Pembrokeshire
- Reviewing
- BT
- Date
- 2015-03-15
- Comments
-
Having recently declined an offer to upgrade, Lo and behold my bt internet connection has become extremely slow. Ha any reason bt?
Your call centre in Dheli, India
failed to find a problem.
An honest answer would be appreciated.
- Location
-
- Location
- Ardrossan
- Reviewing
- BT
- Date
- 2015-06-19
- Comments
-
Very patchy customer service. If you fall into the right category, it's not too bad, but if it's a bit complicated, then you've got no chance. For a communications company they're very difficult to get in touch with.
- Location
-
- Location
- Milton Keynes
- Reviewing
- BT
- Date
- 2022-02-08
- Comments
-
For the third time I had to call your services. I have a Broadband and TV contract with you. In all the cases I had to wait around 35 minutes. Then someone picks up the phone. I try to talk and the person on the other side pretend not to listen, then disconnects. Then I have to stay on the queue an awful long time again to be served. I am getting tired of this behavior and will think twice when contract renewal time comes knocking. Your costumer services needs loads of improvement.
- Location
-
- Location
- Colwyn Bay
- Reviewing
- BT
- Date
- 2016-01-18
- Comments
-
Since BT changed their e-mail client,from Yahoo to the BT Mail version.i have been utterly frustrated and disappointed with the poorly designed user interface and functionality of the BT Webmail client. The e-mail layout is poor and un-inspiring.Couple this with glitches and freezing while trying to compose e-mails or execute commands,such as moving a message to a folder,a nightmare in itself,due to the user unfriendly drop down box,which doesn't always respond,when clicking on a item. Then you will know where this review is heading! Worse still,my outlook.com e-mail client will not work with the new BT Mail system,due to the BT Server,not accepting Outlook mails through it. The previous BT Yahoo service worked fine with Outlook.com! I could go on and on about this,but instead i would like to give a final piece of advice to anyone considering changing to the BT Mail,Webmail service.Don't!
- Location
-
- Location
- guildford
- Reviewing
- BT
- Date
- 2018-04-26
- Comments
-
overpriced slow unreliable broadband, would not recomend
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2019-04-25
- Comments
-
I've recently been experiencing a lot of problems with my so called BT "Super Fast Fibre Optic Broadband" speed (lots of buffering), internet channels unavailable and with the Broadband dropping intermittently. We frequently can't find the Broadband to connect to even on devices which have been logged in constantly. When the phone rings or a landline call made, it disconnects the Broadband and has done so from the outset, the engineers have not provided a solution. As BT have a new Smart Hub 2 with Wifi Disc to sell, I have a suspicion they're messing around with our broadband to force us to "upgrade" to their new product, for which there would have been no need as apart from the Broadband dropping out when the phone rings, was fine, coverage in every room was not a problem until very recently. I smell a big BT rat.
- Location
-
- Location
- Northallerton
- Reviewing
- BT
- Date
- 2016-11-20
- Comments
-
The worst thing about BT is the customer service. Finding answers or contacting them are time consuming, frustrating and often fruitless.
- Location
-
- Location
- Uxbridge
- Reviewing
- BT
- Date
- 2018-06-13
- Comments
-
BT customer service is rubbish. I have been without email for almost 2 weeks, have spent hours on the phone over the past 10 days speaking to one call centre or another and been fobbed off each time. Just do what you promise - if you say you are going to resolve my problem and call me back at a specific time then do it! I still have no email after speaking to yet another ‘help’ line person this afternoon who told me there was a problem, I am aware of this but no one seems to know what the problem is or how or when it can be resolved. I am waiting in again for yet another call tomorrow which may or may not happen; if it does then I am pretty sure that my problem will not be resolved. I am paying for a service that I am not receiving and this is unacceptable- do not use them! I have put my email in so that I can submit this review but it is not working - ask BT why!
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2017-12-12
- Comments
-
Pasting the e-mail I sent to BT below:
Dear Sir or Madam,
I am not sure where to begin. I have suffered two panic attacks today, cried a lot and spent 4+ hours on the phone and on online chat to your advisors.
The service I have received is absolutely disgusting. I cannot believe the customer service team at such a big firm is so useless and incompetent.
It all started when I wanted to submit an order for moving home. My address was not on the list so I had to do it over the phone. After waiting an insane amount of time I was redirected 5-6 times to different teams. Finally, it seemed like I am seeing light at the end of the tunnel. A very nice lady promised me she submitted my order and that she booked in an engineer for 2nd Jan. This was not ideal for me but it was the best they could do. She also assured me my new address has the fiber service available.
At this point I thought it was done. After not receiving an email with my order for 15 mins I decided to check my online account. Surprise - the offer said rejected! I immediately called again. This time it only took 29 minutes to reach the correct team. We started again with the order - it turned out my new flat does not have fibre and would not be able to transfer my current broad band and TV package. The lady suggested some other options which were available - at this point I agreed to anything. I was crying on the phone and I just wanted to sort things out. She then says my engineer appointment would now be 9th Jan. At this point I was breaking down - this meant I could not work for an extra week (I use WiFi for my job). I had no other option - I had to agree. She then put me on hold and the waiting began once again. After long 17 minutes she says: "Im sorry but it appears I cannot submit this order, I really have no idea why." As you can imagine, the 9th of Jan slot now seemed like a dream - it seemed like even in February I will not have internet. This was my breaking point and I decided to cancel my contract all together. The assistant told me since you can no longer provide me the same services at my new home I will be able to cancel free of charge with a 30 day notice period. This meant I would pay some extra weeks but I didn't care. We agreed the services will stop on 2 Jan and I will pay until 12 Jan. She told me it's done and wished me to feel better. I think she actually really felt bad that I was crying because of the obvious incompetency of these people.
After the call I was beginning to calm down. The contract was cancelled so I went ahead and arranged another firm.
I was scrolling through my emails when I saw my confirmation of stopped services. I was relieved. I did not want to even open the email - I had such hatred in my head still. But I opened it - and almost had a heart attack. The email said my services will stop on 20th December?????? Not only that but as a Christmas present maybe I had to pay almost £700. Imagine my shock. Immediately, for the 16th time that day I connected to the online chat. Of course they couldn't help because I needed the FTTF team. And so the waiting to connect to this magical team began once again. This one was actually not too bad - only 14 minutes. I gave my details and the agent said she will check in a minute and come back. Once again I had entered the dangerous game of being on hold. At one point I considered hanging up but I decided to persist. After 20 minutes of checking my account she came back to say she could not amend this order and has no idea why it went wrong. The solution is to cancel the order which will take two days and then on Saturday when she is back in office she will try to re-submit the order. I had no option so have to trust that she will do that.
In the meantime I am left with an incredible amount of stress - I still do not know what will happen and I am disgusted with the treatment I have received. I am still shaking and crying - I am as helpless in this situation as useless are your employees. I am now actually considering becoming a BT employee only to be able to fix my issue.
I didn't know where to start and I do not know where to end. I guess I will just say again how extremely disappointed I am especially being a customer for some time. I am hopeful that one day my contract will be cancelled successfully and I will never have to interact with you ever again.
Kinds regards,
Bilyana Karadzhova
(a very stressed soon-to-be ex-customer)
- Location
-
- Location
- Rugby
- Reviewing
- BT
- Date
- 2015-05-30
- Comments
-
We have BT Infinity. The time it takes to load is very disappointing. The adverts on the BT homepage cause problems as they take ages to load but we cannot choose not to have them. Also BT charges top whack to its faithful customers while giving new customers special rates.
- Location
-
- Location
- Dundee
- Reviewing
- BT
- Date
- 2024-04-08
- Comments
-
I UPGRADED to fiber due to ongoing connection issues. After the upgrade the BB went down for a week before an engineer was able to attend and sort the faulty workmanship carried out by a contractor. My 8 person HMO Broadband Connection was down throughout. I have to compensate my resident for usage they had to purchase from there providers. This cost me £120. I was compensated by BT to the sum of £18.66 after a 30min wait and online conversation. What a joke!!
- Location
-
- Location
- MK
- Reviewing
- BT
- Date
- 2019-01-24
- Comments
-
Reliable - check!
Fast - Nah Nah! I have fibre to the house and pay for 30Mb. Get this sometimes in the evening but during the day only 10Mb. Not technical issue as I get a ping under 10ms.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2015-09-17
- Comments
-
As typical of other reviewers, BT customer services is very poor indeed. Multiple calls, failure to listen, failure to update notes, failure to take action, failure to respond to complaints.
Shame, because my experience of the broadband service itself was fine. Pity for BT they are now losing me as a customer simply because of their customer service operation
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2015-11-05
- Comments
-
Just joined BT phone + broadband + TV from Talk Talk. Can't complain about the service, but I will complain on two subjects. Receiving the equipment was diabolical, as I was told so many lies about delivery problems that I eventually received 2 sets of hardware within 2 days of each other and had to send one back. The other is the pricing policy. I joined 1 month ago, wasn't sure whether I would need 10G/month or unlimited, was told I could always upgrade later. Except that at the time of ordering the difference was £ 7, whereby if I do it now (1 month after joining) I have to pay £ 11/more more. "Because you are already with BT" I was told. And if I were to order the package now as a new customer, it would only pay £2.50 more!! Being a BT customer is definitely hazardous to the health of your portfolio...
- Location
-
- Location
- NW116AT
- Reviewing
- BT
- Date
- 2016-04-12
- Comments
-
I changed from Sky to BT to get their infinity package's promised speed. First of all. My connection was not changed. They kept me on the cooper wire. Connection drops so often that is ridiculous. I should have stayed with slower but more reliable connection
- Location
-
- Location
- Sheffield
- Reviewing
- BT
- Date
- 2021-09-18
- Comments
-
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
-
- Location
- Droitwich
- Reviewing
- BT
- Date
- 2019-12-09
- Comments
-
The broadband is okay but it does drop out. What really bugs me is their dishonest practices. I rang to say my broadband was not giving acceptable speeds and they said I should have been sent a new hub the last time I upgraded. They agreed to send it out free of charge. What I didn’t realise was that they renewed my contract at the same time - signing me up to another 18 months. They added Sky Sports, some HD thing which were free for three months and then started charging me. None of this was discussed on the phone. Due to some family difficulties, I didn’t check for a few months. By which time my bill had gone up from £27 to £65 a month. I called them and after TWO hours on the phone I got the sports and HD stopped and refunded. They said they could not listen to calls that were longer than six months ago. That they refunded me as a gesture of “goodwill.”
But I am still tied into a contract for another year. I will then leave as I find this kind of sales tactic unacceptable. I got the impression they are well aware of their dodgy dealings and the line “we can’t listen to calls made more than six months ago” is a well-used get out clause from admitting their dishonest sales practices. Shame on you BT. No wonder they don’t have Facebook reviews activated!
- Location
-
- Location
- london
- Reviewing
- BT
- Date
- 2018-01-15
- Comments
-
When it works it's not to bad...but operative word is 'when'. They are a law unto themselves and like all major corporations answer to no one. Customer service is zero... all you can do is just wait until they are ready to provide you with the service they charge an arm ans a leg for...gangsters
- Location
-
- Location
- Stoke Gabriel
- Reviewing
- BT
- Date
- 2016-11-07
- Comments
-
We upgraded to BT Infinity, but its no better than the ordinary broadband service we had previously. It provides a maximum speed of 21 Gps. This is fast enough in theory, but is insufficient to sustain for some TV programs, leaving us to watch a rotating circle instead. Very disappointing.
- Location
-
- Location
- Walton on the Hill
- Reviewing
- BT
- Date
- 2022-11-28
- Comments
-
40 mins waiting to be out through. No help from the advisor. Put on hold and call is ended. That’s customer service.
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2015-10-05
- Comments
-
Had a poor experience today.. In July my 82 year old mother wished to upgrade her internet to "unlimited", sadly she mistakenly updated (by phone) to "unlimited Infinity 1 broadband", which she definitely did not require since standard broadband speeds are fine where she lives in the south east of England. A friendly call to BT today to explain the honest mistake essentially fell on deaf ears since the contract "14 day cool off" period had expired. There is some dispute if my mother had received the confirmatory email from BT at the time, where we might have been able to rectify the mistake in time. As a result my mother is locked in to an 18th month contract and paying around £130 extra than she needed to over that period. BT tried to convince me to accept that the dispute was "resolved"... which it certainly is not..I may or may not take this further with the ombudsman. The take home message is ...Technical aspects of computers can be rather confusing to some, I personally will be paying more attention to my mother's internet contracts in future.. I am with BT as well and have generally been happy with their service until now.. However because of their intransigence today I intend to take advantage of current offers from other providers ASAP...so they will lose me as a customer for a while.. what a shame you could not be more reasonable and flexible BT.. hence a poor rating from me.
- 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.