3,590 Customer Reviews over 90 pages
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- Location
- Ormskirk / West Lancashire
- Reviewing
- BT
- Date
- 2015-08-09
- Comments
-
Beware of this company, they don't honour their offers..
I switched from TalkTalk to BT in August 2015 after signing up with then on 20th June 2015. The package was for b/b and w/e calls + bt sport free for the duration of the 12 month contract. Now that the football season is here I tried to activate the sport on my pc but nothing happened.
After making several calls to BT and spoken to their chat line I have been told that the deal changed and I now have to pay £5.00 extra per month for the something which was a free gift.
I just got thru talking to a very nasty c/s dept who would not pass me over to a manager or supervisor, had the cheek to ask why I had only just noticed the service was missing and said that the deals were changed in July. I am guessing that the internet offer was only there to get the business.
Disgrace all round
- Location
-
- Location
- Windsor
- Reviewing
- BT
- Date
- 2023-10-24
- Comments
-
Their business practices are extremely dishonest if not outrightly fraud. They are the kind of business where you need to read every line of thousands of lines of TnC before signing the contract.
- Location
-
- Location
- Stockport
- Reviewing
- BT
- Date
- 2018-09-09
- Comments
-
I cant pick up my router from the conservatory and we're in a normal 3 bed semi. It also loses connectivity quite often. tried to get this resolved but they just run the same tests and threaten to charge me £150 to send an engineer out.
- Location
-
- Location
- Noss Mayo
- Reviewing
- BT
- Date
- 2020-05-12
- Comments
-
BT Best speed on a good day will be in the region of 3meg which is pretty poor. Giggerclaer promise the earth at 30mb but are way behind schedule and reviews from their existing customers dont bode well. BT is only option using old copper cable and we are some distance away from their box. On one outage BT said we had internal fault which we had to disprove at a cost to us! Only then did they send out an Open Reach engineer.
- Location
-
- Location
- Cheshire
- Reviewing
- BT
- Date
- 2016-08-26
- Comments
-
Long term customer and you get no favours for that. On the back of some email password sync issues I managed to get a "deal" for a better BB service. Should have kicked in days ago and hasn't.
The time I've spent using their online chat support service has redefined abject misery. It took time to even get a response from that but when I did I got nowhere fast. The emphasis seems to be on validating who you are, rather than resolving the problem. I mean who in their right mind would pretend to be someone else, and put themselves through the pain that this so called support service involves?
Without boring about details, I usually sit down with a magazine or such, because on average I spent over an hour, and most of that was just that, waiting. Occasionally getting responses such as "hold on a minute" or "the server for that test is taking time" or "I'm just checking into that". They are very good at apologising though. I got that a lot.
What has pushed me over the edge is being lied to by these people. I've got transcript evidence of 2, arguably 3 instances in less than a week where promises to email or call me back simply have not happened.
When it got to the point of agreeing an engineer needed to look at things I was then hit with what read like a legal statement about additional costs. Now I know nothing in my home is faulty but the tone of this was appalling and came across in a threatening manner. I firmly advised I will not be paying any extra to get the service I am now paying for. I'd add that the previous BB service I was buying NEVER managed 75% of its so called performance either.
Today I will be submitting a formal complaint. Whilst I would prefer to stick with BT as a 1 stop shop for my phone and BB, I honestly do not feel I am dealing with a company that demonstrates good customer focus, nor ability to deliver as promised.
- Location
-
- Location
- Dewsbury
- Reviewing
- BT
- Date
- 2017-09-20
- Comments
-
Terrible customer service.
I was a happy Plusnet customer with no real issues, however, I was unfortunately tempted away by a BT sales representative who promised me the world, but in reality my experience has been very different.
Initially I had constant problems with the Home Hub 6 and its WiFi.
Every time I rang the technical department I was either given a solution that failed to solve the problem or more often than not I was cut off before completing my conversation, leaving me and my entire family frustrated and often without a WiFi service.
I was sent a replacement HH6 which did not resolve the issue and eventually I was sent a HH5 which did thankfully cure the problem and since then I have had no techical issues since,
However, the customer service and billing have continued to be well below standard.
My latest bill included a £65 charge supposedly for asking to leave the broadband service early, something I didn't ask for or was discussed with anyone at BT.
When I tried to resolve this by phone, I spoke to an advisor who initially tried to tell me the £65 charge wasn't actually a cancellation fee as stated but rather a charge for one of the routers? When I explained this wasn't the case as the only router that worked was the HH5, He put me on hold and never returned, leaving me hanging on the phone for 20 minutes + listening to "On Hold" music.
I then tried to ring back later only to be put in a queue with no answer, and when BT turned their phone lines off at 9pm I was cut off despite waiting 45 minutes for a reply.
I then attempted to contact BT via the online chat, eventually after a 30 minute wait I spoke to a lady call advisor who initially told me the £65 was credited back to my account in a payment of £75.95 to my account in July.
I explained that this was incorrect and the £75 95 credit was a refund promised to me for leaving my previous provider Plusnet early to cover their early cancellation fee. BT repaid me the charges made to me by Plusnet.
She then said I would receive a £65 refund to my account, She also insisted I should "relax" something that I feel wasn't appropriate at the time.
When I demanded that I wanted to escalate my complaint to a supervisor, She stalled for a while and eventually passed my complaint over to a supervisor.
He asked what could be done to resolve my complaint and I explained I wanted early cancellation of my contract with no cancellation fees as I felt the service isn't fit for purpose.
He told me he couldn't do this and would have to escalate this further and promised me a callback in 48 hours.
No callback was made to me, despite being promised and yet again I had to contact them via the online chat. I spoke to an advisor who told me I would receive a call tomorrow.
After explaining the promise made by the supervisor, I eventually received another call from another supervisor who explained he failed to callback as he was tied up with another complaint (A complaint that appears to have taken 48 hours)
Again, he claimed it wasn't something he couldn't deal with and I again have been promised yet another callback that could happen at anytime over the past week. (I have no confidence it will happen at all).
Had I have known what poor customer service BT had I would have never have left my previous ISP Plusnet.
I have no desire to remain a BT customer, as I feel I have been treated very badly.
Promises have been made that haven't been kept, money taken out of my account that shouldn't have been and I have had to constantly endure terrible customer service in an attempt to resolve the problems created by BT
- Location
-
- Location
- West Sussex
- Reviewing
- BT
- Date
- 2017-12-28
- Comments
-
Broadband works okay at quiet times. However, at peak periods, it can be very difficult to watch iPlayer etc.
- Location
-
- Location
- West Wickham
- Reviewing
- BT
- Date
- 2016-05-19
- Comments
-
So BT have provided me with 500Gb of free cloud storage, great. However, why can't BT provide customers with a User Guide that is usable to explain how to set-up / configure their cloud solution. A few bad YouTube videos and some appaling material on the net that does not reflect what the customer actually sees on their desktop will just not do.
- Location
-
- Location
- Maidstone
- Reviewing
- BT
- Date
- 2015-05-13
- Comments
-
It's quite difficult to give a review about BT broadband because it's incredible inconsistent. You will get great speed at one point then painfully slow the next day. It's not reliable, seems to go down everyday around 1:45 and in the evening around 9:30/11pm and then it might disappear at random points in the week when it feels like it.
Haven't used their customer service so have no opinion, I hear it's pretty good though.
- Location
-
- Location
- Kings Lynn
- Reviewing
- BT
- Date
- 2018-01-26
- Comments
-
Left BY after many painful (really painful) years. Even transferred to a business account in the hope of getting better customer service.
Over a year my broadband speed degraded from 15 megs (for the previous 2 years) to 8 Megs. BT maintained this was the 'New' operating level.
Left for John Lewis Broadband and after 3 months and 3 engineers visits (without talking to any overseas call centres) and relatively painless communication with JLB my broadbamd restored to 18 meg connection.
Shame on u BT!
- Location
-
- Location
- Milton Keynes
- Reviewing
- BT
- Date
- 2015-09-06
- Comments
-
Will never be going back to BT after they recently raised our line rental and fibre prices one month after signing up to a 12 month contract. Completely inflexible and charging new customers less than we are currently being charged even before the price hike. We will be leaving after having tried in vein to reason with several customer service reps.
We've taken advantage of Ofcoms ruling that you can leave a fixed term telecoms contract within 30 days of an announced price hike and without penalty. We'll be taking our £130 topcashback payment from BT for singing up and we'll never be back. Thanks!
- Location
-
- Location
- Hampshire.
- Reviewing
- BT
- Date
- 2017-07-10
- Comments
-
Broadband slower than my 4G. Had mobile, broadband and BTSport. I canceled BT broadband due to them doubling my mobile bill over 800mb of data. To which they tried holding bt sport over my head saying that would go from 5 pound to 30 poind with no broadband. Go I just cancelled everything.
They basically gove you second rate broadband and you keep it for the cheap sports and mobile offers.
Bt Mobile deals do not meet the requirement of modern cusomers either.
Terrible
- Location
-
- Location
- Bury St Edmunds
- Reviewing
- BT
- Date
- 2019-04-27
- Comments
-
horrible service. They talked into 18month contract with package I don't need. and paying nearly 60 pounds for it. and they talk you into expensive contract although I informed them I wanted to reduce my monthly bills. After 18month, never again, with BT.
- Location
-
- Location
- hertfordshire
- Reviewing
- BT
- Date
- 2014-09-24
- Comments
-
Signed up for infinity broadband and my monthly bills went up from around £25 per month to £80 +. Apparentently wrong call package added. They are not interested in rebating extra money taken me. very poor and not going to encourage any customers to stay after the minimum period.
- Location
-
- Location
- hampshire
- Reviewing
- BT
- Date
- 2015-03-04
- Comments
-
bt ask us to change to infinity we agreed had always had evening and weekend calls for years and asked for it with the new package. we were sold the new package with just weekend calls and all our evening calls for 18 months were being charged because we are elderly and bt take the money from our bank we didn't notice for all that time we were overcharged by £300 over an 18 month period and bt are not interested in there mistake just waiting till may when I can end my contract after many years with bt avoid this company
- Location
-
- Location
- dereham norfolk
- Reviewing
- BT
- Date
- 2022-06-26
- Comments
-
ive been with this lot for just over a year and have had the worst experience ever. it took them months to sort my broadband out and i mean months and had at least 10 workmen in my home trying to sort my problems out. I was phoning every day for weeks without any joy, really frustrating so they offered to cancel my contract free of charge (wish i had). they finely sorted it and put me on the best rate well apparently £26.99 which i was pay from the start. After about 3 month i noticed it had gone upto £32.00 and before i knew it £38.99 without telling me. I phoned them and they said I'm in a 2 year contract and would have to pay to come out, its an absolute rip off. They now advertise on tv £26.99, be very carful, can't wait to move to a decent honest company, worst experience ever, you have been warned
- Location
-
- Location
- Yorkshire
- Reviewing
- BT
- Date
- 2016-10-22
- Comments
-
Having a really bad time with bt at the moment. My bills were £70 a month never use the house phone was on unlimited wifi also caller Id and answer phone. So asked why bill so much she said I hardly use data so go onto 25gb a month as was only using average of 5gb well said ok so new contract what a surprise after the 14 days I gets email you have reached your data allowance that was 15 days. So i rung they said must be us so the next month first day we were away and amazing we used 11gb no one home but still must be us I have been trying to sort this now since mid September I want to leave but must pay them £350. Disgusting.
- Location
-
- Location
- Spalding, England, UK
- Reviewing
- BT
- Date
- 2023-07-21
- Comments
-
I found BT reliable for stability only. The service has downgraded if you need support lately and they now charge you £18 if you are in contract or not, to stop there services, which no other company will do to my knowledge. In my opinion its not worth starting with BT as they will only take whatever money they can from you, as they are in my opinion going rapidly down hill and claiming what they can from us all. I complained about the "disconnection charge" and after and hour of chatting to someone across the world, I got discounted a whopping 0.48p! Wow never going to BT ever again, my advice stay well clear unless you are prepared to pay extra for no better than what other companies can provide. I mean I got my broadband now 2x cheaper and 3x the speed with UPP Broadband and couldn't be happier.
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2016-12-01
- Comments
-
Living in an area where we have a BT only exchange we have limited choice of supplier.
Whilst the broadband has-been largely reliable and reasonable in speed when there have been problems it has taken hours and hours talking to customer services being kept waiting and passed from one department to another. I cancelled my mobile and they continued to charge me! Then I recently cancelled my home phone and broadband, despite emailing me to confirm this they again continued to charge me for a service I was no longer receiving!! Taking money from my bank.
If an individual did this it would be deemed theft.
In both cases it involved hours of calls to resolve, something I will not miss. Until they have decent customer services I could not recommend them.
- Location
-
- Location
- Reading
- Reviewing
- BT
- Date
- 2019-07-02
- Comments
-
I read the reviews. It’ll be different for me I thought. Let’s try BT. What a mistake. Left Sky for BT business on Superfast Fibre.
Day: 1 No phone or broadband connection. Call engineer to fix, sorted later that day.
Day 2-4: No problems, great router.
Day 5: BT inform us we are leaving them in 2 weeks but we can change our mind and stay.
Day 6: BT terminate our service and give our telephone number back to Sky. Business now in turmoil - no receptionist, no online access. Numerous telephone calls to BT. Can’t find our number, join the complaints queue, no action being taken as we aren’t their customer any more. So much for the 2 year contract.
Day 7: Give us our neighbour’s telephone number.
Days 8-14: BT place 4 new orders, none of them right.
Day 15: Today. We have our telephone number back but broadband now cut off.
We have lost £1000s in business over the last 2 weeks, not to mention face/reputation. I am absolutely livid with them.
For God’s sake, for your sake, don’t go with BT, they aren’t fit for purpose.
- Location
-
- Location
- WA13 9TE
- Reviewing
- BT
- Date
- 2018-04-15
- Comments
-
Paid for Fibre broadband and still slow and patchy - very frustrating service
- Location
-
- Location
- Lowestoft
- Reviewing
- BT
- Date
- 2015-07-02
- Comments
-
BT are lies joined BT In may on there £12.50 deal including sport for free for a year it's in my contract to BT sports 1 2 and espn . Now they send a letter saying Pay £5 extra a month from August just cause of BT Europe I never agreed to have Europe so why they going take BT sport 2 and ESPN away. So wrong again big companies lie I joined as after seeing advert & on talk sport complete con
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2016-10-26
- Comments
-
Sat -Broadband died; eventually found support number; network problem diagnosed by support team and engineer scheduled 08-13h on Monday.
Mon - Took morning off work, no engineer, no call. Phoned support, cut off twice and no call back. Phoned again and had deep apologies and engineer was rescheduled for Wed 08-13h.
Wed - Took another morning off work and no engineer arrival and no call to apologize.
Thurs (tomorrow) - switch to SKY!
- Location
-
- Location
- Lowestoft
- Reviewing
- BT
- Date
- 2015-07-02
- Comments
-
BT are lies joined BT In may on there £12.50 deal including sport for free for a year it's in my contract to BT sports 1 2 and espn . Now they send a letter saying Pay £5 extra a month from August just cause of BT Europe I never agreed to have Europe so why they going take BT sport 2 and ESPN away. So wrong again big companies lie I joined as after seeing advert & on talk sport complete con
- Location
-
- Location
- Whitby
- Reviewing
- BT
- Date
- 2019-05-26
- Comments
-
Just switched from BT to Talk talk today and what a relief. I was initially promised a monthly bill of £27.99 a month for 18 months....and...since that "promise" my bill has steadily increased to £42.99 over that period for simply Internet (no TV package and I don't use a landlines phone). It's simply annoying as they cannot keep their word. When I phoned up today I was hard balled for about 15 minutes by a sales rep claiming they were much better than TakTalk and as a "valued" customer they would revert my bill back to £27.99 a month for, yes you guessed it.....the next 18 months. I actually laughed at her down the phone and said "you promised me that last time and TakTalk are offering me the same speeds etc for £25 a month". I was simply met with "you will receive an inferior service". Wow, desperate, unprofessional and simply rude. I will never return to BT as they are a dinosaur company, over charging loyal customers and using hard ball selling techniques best suited to time share agents of the 80s.....au revoiur BT. Xxx
- Location
-
- Location
- Kington
- Reviewing
- BT
- Date
- 2016-08-31
- Comments
-
The signal has now failed completely twice in two months. BT took two weeks to rectify the first fault and two days to fix the second. The speed keeps dropping from 15Mb/s to 0.25. It is utterly unreliable.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2017-02-07
- Comments
-
Worst customer service I have experienced. Our internet has now suddenly just stopped working twice in the last two months and it takes them over a week to get an engineer to you. Such a massive waste of time for a poor service
- Location
-
- Location
- Cardiff
- Reviewing
- BT
- Date
- 2014-06-26
- Comments
-
I moved from Virgin to BT about 4 years ago, everything was fine then I upgrade to infinity and my problems started ok I live very near to exchange so when my Broadband works I get 55 - 60 mb download speeds but it never stays consistent it continually drops off, consistent complaining to BT found it was my BT Vision box as it is hard wired when it downloads or updates it stops the Wifi signal hence drop off on ipad .. Apple TV .. Laptop etc !! If you can ask them to upgrade to the newer youview box (don't pay for it) also check what else you have plugged into your hub it may also be affecting when updating .. So not all bad but service is still shocking ... And probably I will be back on the phone to BT soon when the you view box starts to develop faults !!!
- Location
-
- Location
- North Yorkshire
- Reviewing
- BT
- Date
- 2015-01-30
- Comments
-
Moved address in mid January 2015, placed an order for phone, broadband and TV on 8/12/14, plenty of time I thought and could even keep my own number!! Well here I am as February starts tomorrow, phones working, though no answer phone or caller ID, televisions just connected today but no BT sport!!, internets ok, but half of the speed quoted!! And still I wait for my old number to return,, then and then only will BT even consider the days taken off with no engineer, still not sorted out in 2 months and bills that don't tally to what I've had??!!, and I know it's a free phone number, but they're getting paid to speak to me, who's going to reimburse me with the 12 hours (so far) I've spent on the phone because they can't sort a straight forward order out.
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2016-11-09
- Comments
-
The worst customer service that I have ever experienced.
I was with BT for about a year, I canceled my contract early because I was moving to another country. I was told that it would cost £74 to cancel my contract early but they ended up charging well over £100. They also overcharged me for several of the months that I was with them. When I was eventually able to get in touch, they kept avoiding my questions about the charges. I emptied my bank account so that they can not take any more money from me, since then they have reported me to a debt collection agency.
STAY AWAY FROM THIS COMPANY
- Location
-
- Location
- Ipswich IP8
- Reviewing
- BT
- Date
- 2017-08-21
- Comments
-
We're paying top dollar for a cheap 'n' nasty "service". Unfortunately, Virgin is even worse - really abysmal reliability, fluctuating speeds, and tight limits on the quantity of data transmitted even on their "unlimited" tariff.
At least the BT service is consistently bad, with their DNS restrictions (easily circumvented with a VPN) and lack of customer support. They took three weeks to connect the service!
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2015-10-28
- Comments
-
Very bad and customer service don't know well their products. They give different information at every phone call. Website upgrades are not clear. Same bad as sky ..
- Location
-
- Location
- Kirkcaldy
- Reviewing
- BT
- Date
- 2021-10-19
- Comments
-
Broadband is reliably slow!! Virgin is x30 faster than by in my area ???
- Location
-
- Location
- Bexley
- Reviewing
- BT
- Date
- 2016-02-29
- Comments
-
BT has recently plumbed the depths of incompetence with regard to technical support and customer focus.
I have put up with years of needing to re-boot my hub upto 3 times a day and facing hours on the phone to an Indian call centre. A new hub was offered along with a statement that the fee would be waived even though I was not under an annual contract, I stated that I had had enough of their service, a hub 3 turned up anyway and despite returning it BT billed me anyway, since they work entirely on PoP and not serial numbers and did not accepted that I had been told that the fee would be waived.
A BT employee rang to put matters right and I agreed to rejoin - a hub 4 duly arrived and the service was actually quite reliable.
An associate BT company then took over my service without any notification - it took India 2 hours to work out why my BT service had suddenly failed. The associate company stated that even though I did NOT even have a contract with them they would not do anything about the takeover and I should contact BT Wholesale - I gave BT Retail another go due to the reliability of the new hub 4.
After a period customer support then recommended that if I cancelled my very latest BT contract then I could go for fibre in a couple of days - he would ring me back then - no ring back - the guy had obviously realised that there is no fibre for my street for NINE months.
Tried again - standard broadband can actually be put back in place within a week! SMS - sorry there's been a delay - please wait another 9 days. 3 more calls to customer support (including 1 obnoxious guy in an Indian call centre who kept stating that it was entirely down to BT Wholesale and he could not even chase it). Fortunately another customer service's rep did chase it and an expedited service request went through and was accepted - unfortunately this only led to a 1-2 day improvement.
Still thus waiting for re-instatement - something tells me that I should have just put up with re-booting my 'hub 2' multiple times a day!!
If you were thinking of joining BT please take my advice and use another provider - ANY OTHER PROVIDER - at least if you do not want to spend hours on the phone to customer services (largely really nice, if not always competent people) and technical support (they like to follow their scripts no matter what)!!!
- Location
-
- Location
- Sussex
- Reviewing
- BT
- Date
- 2015-09-25
- Comments
-
When it works very good, and reliable, but a telecoms company their telephone service is appalling. I have spent hours on the phone trying to resolve slow broadband on Infinity One Hub5. Now looking elsewhere.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2014-11-25
- Comments
-
I have been using BT Infinity for a year and a half. When I had to move houses i called BT to cancel my contract, the person i talked to told me that there would be a £37 cancellation charge on top of my regular monthly bill. After that it all went wrong and BT kept emailing of outstanding bills that kept changing and no one was able to give me an explanation. I am overall very disappointed at the end of the day i had to pay what they asked in order for my account to close as it affected my credit score. I was harassed to pay a bill that made no sense because i had no choice. Would definitely NOT recommend, there are other companies out there that might have problems too but at least half as expensive on the monthly bills.
- Location
-
- Location
- Margaretting
- Reviewing
- BT
- Date
- 2017-12-29
- Comments
-
since the release of fibre in our area the speed has been great and reliability good. Until the 23rd of December, since then wemve had no connection and BT’s unbelievable lack of ability to do anything about it has left my completely gobsmacked. I’ve been told its an area fault, I’ve been told its a property fault, I’ve been told it’ll be fixed in 24 hours, twice. Then wednesday, then I made a formal complaint, this somewhat esculated their attention span, with a call back on Friday (today) after the problem would definitely be fixed, to no avail, now its Friday night and I have to wait until Tuesday. I’ve been told openreach do work the weekend, but for limited reasons, apparently a £60 a month customer for god knows how long doesn’t warrant that sort of attentipn despite being without service for a week. Just unbelievable
- Location
-
- Location
- Newport
- Reviewing
- BT
- Date
- 2017-03-20
- Comments
-
I changed my parental controls a months ago on my iPad without issue. Ive been trying to adjust them but when i click on 'manage extras' the next page is completely blank. After a call to BT and then a call back from the 'parental controls' dept, they cant explain why and say i need to be logged into a PC while on the call to them, i dont have a pc. They didnt have an alternative scenario, i have to get infront of a PC and call them back. Ridiculous.
- Location
-
- Location
- poole
- Reviewing
- BT
- Date
- 2015-11-13
- Comments
-
Just received a package and after 4 days I have found out customer service is based in India and very poor. Promised a call back but never got one. They wait until you have to pay to cancel. I am trapped for a year now and will then leave them never to return. Not to be trusted.
- Location
-
- Location
- Wales
- Reviewing
- BT
- Date
- 2023-11-04
- Comments
-
Even though my tech support experience with BT was a week ago it makes me angry to even think about it again and write this review, but people need to know how atrocious the tech support experience is with BT, so buckle up.
I had an initial engineer visit who identified a broken fibre component on the telegraph pole in the street. Another appointment had to be arranged for an engineer with a cherry picker van to reach the top of the pole - fine, BT booked this for 2 days ahead.
Fast forward to the day and I wait around all day for the engineer and they never show up, and I get NO notification or cancellation message. I call BT and managed to talk to someone who gave the usual platitudes and apologies and they book another one for ANOTHER 2 days ahead. Guess what happened?
NO ENGINEER SHOWS. NO NOTIFICATION OR CANCELLATION MESSAGE.
I decide to check the BT fault portal and it just says I told them the fault was fixed (I did not) and the appointment was cancelled. By this point I am furious, I have been lied to and had my time wasted again. I try to call BT again to find out what is going on and their tech support line now completely denies you any possible way of talking to a human, and it simply auto hangs up after a message and a text bot spams you saying it is doing some tests, (which are pointless because we're past that stage of problem resolution), and just BOOKS YOU ANOTHER appointment. I had to take a timeout at this point, I'm generally a pretty chill person but I have hit 10/10 anger/frustration.
After composing myself I try to find another avenue to talking to a human to get an explanation of what has happened, and some confidence that an engineer will show up.
I end up finding the web chat as an avenue to talking to a human. This process was also painful, having to reiterate the timeline of the issue with the customer support reps taking 5+mins for each response, and getting switched between 3 reps was tiresome. After an hour on a web chat, we get the booking for the engineer and their promise that the appointment is definitely confirmed and will happen.
Nobody offered an explanation for what happened with my previous 2 appointments, I had to get escalated to a manager and he eventually revealed that BT make appointments with Openreach and give them to the customer WITHOUT ANY CONFIRMATION FROM OPENREACH.
So in my case
1: An appointment was made by BT with Openreach
2: BT gave me the appointment date/time
3: At some point Openreach denied the booking with BT
4: BT didn't think to inform the customer and their shoddy automation just marked it as ME closing it.
Truly. Mind. Boggling.
During the webchat I raise a formal complaint, all this turned out to mean is I get an automated text saying
"We raised a complaint and agreed to keep it open until we resolved your query. If your problem has now been resolved, please reply CLOSE. If you're still experiencing problems reply HELP or call us."
That's not dealing with a complaint, that's dealing with a fault. Oh and you can't even reply to the text because it's a short code SMS :facepalm:
Embarassing BT, it sounds like some executive was hired who just heard that all the cool kids were automating stuff so they decided to force automation into every aspect of the platform without spending the time and effort to get it right.
So as a potential BT customer do yourself a favour and choose literally any other broadband provider. I've never in my life dealt with such incompetence from a tech support platform. I'm switching to Sky when my contract is up, BT could offer my entire 2 year contract for free and I would still switch because the stress is not worth the money.
- Location
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