3,590 Customer Reviews over 359 pages
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- Location
- london
- Reviewing
- BT
- Date
- 2015-05-04
- Location
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- Location
- Sonerset
- Reviewing
- BT
- Date
- 2015-05-02
- Comments
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Appalling customers service from the moment I upgraded my package in Nov 2014. Mistake after mistake, given the wrong information regarding my gift card. Had to raise two complaints with BT both of which said no to gift card, then when I raised with ombudsman suddenly BT listened to my calls and oh after all I was entitled to my voucher. This process took approx 3 months to sort.
My account was also set up incorrectly and I was billed for services I had cancelled then my monthly direct debit plan wasn't set up and I ended up on a quarterly plan having over £200 taken out without warning as my account had been set up on paperless billing (I hadn't requested this).
As a result of this I have now accumulated a large debit balance on my account. In several occasion I have come home to find my service disconnected without receiving any warning. Every time I ring I end up having a very lengthy conversation and am assured that if I set up an agreement to pay of the outstanding balance by July then my services will not be affected actin. Despite this my services have still been disconnected without warning despite me keeping to the agreement. Each time a lengthy call to BT has been involved.
The customer service I had received has been dreadful from start to finish. I have requested that my package be cancelled but it appears BT can treat their customers however they like but they still have no right to cancel as they are under contact. What about BTs contract to provide me with good customer service.?
At no point have I received an apology or an offer of compensation for the time I have had to waste as a result of the poor service I have received from BT.
I am currently in the process of looking into the matter with the assistance of OFCOM and the ombudsman.
I will make my views known in appropriate services because to be honest I have heard the same complaints from many other people. I certainly won't be recommending BT or using them again. The end of my contact can't come soon enough!
- Location
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- Location
- essex
- Reviewing
- BT
- Date
- 2015-05-01
- Comments
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Terrible broadband, got worse and worse over 6 months until it totally stopped. Que the start of a week of phonecalls to india, struggling in vain to get my point across and being asked to carry out the same trouble shooting steps again and again. Eventually they conceded I needed a new home hub and asked for £45 for the privilege or a 12 month renewal, well that wasn't going to happen I'm pleased to get away. this was the 2 time something like this has happened with BT and I won't be giving them another chance.
- Location
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- Location
- Sheffield
- Reviewing
- BT
- Date
- 2015-05-01
- Comments
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Bad speeds, cuts off every weekend for hours at a time, whenever we ring up they just say its our fault and send another modem that never helps with the problem.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-04-30
- Comments
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I needed to close my account as we had an eviction notice and we are all leaving the house (which needs workings and no one else will live there).
The account is in my name but was shared by 4 people and is too expensive for me to move it. I called 2 times asking how much I would've faced to stop the contract earlier and I've been told £30, both times. Based on that I took my decision and called the third time to close it. Surprisingly I've been asked £93, from an advisor that started to explain how stupid I was to leave BT, checking my private usage, and not being helpful at all.
I closed and called on another moment. I was asked £130 this time. I asked to speak to a manager to explain the situation but my request was denied.
I opened an official complain and received an email which told me they would've call me back in 48, maximum 96 hours.
After 144 hours nobody has got in contact with me.
Who called, instead, was the office for payments as I cancelled the direct debit.
He put me through other 3 people, one of them was more like a robot than a person, not able to conversate with me, since I finally closed the account.
Now I face a massive bill for an house where there are not people living in and where I cannot even access anymore.
BT makes you a fool, doesn't care about the situation, and has not will to help you in any way.
- Location
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- Location
- hampshire
- Reviewing
- BT
- Date
- 2015-04-29
- Comments
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Took a new contract with BT as moved to a new area. Previously with virgin media who were excellent. No virgin media services in new area. 3 weeks into bt contract, affinity 1 , signal drops all the time, loss of internet, takes ages to watch or download anything, upon contacting them went through all the relevant checks on the phone and told all is working as it should. It is not! Absolute crap , and now stuck in a contract that does not deliver what it states on the tin! There are so many unhappy customers on here.... Bt need to pull their act together. What can we do as consumers please, there must be more that we can do.
- Location
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- Location
- Farnham, Surrey
- Reviewing
- BT
- Date
- 2015-04-28
- Location
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- Location
- Cheltenham
- Reviewing
- BT
- Date
- 2015-04-28
- Comments
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BT-ARE-ATROCIOUS. It took BT two months to install infinity broadband in my house. Once it was installed it was good, it could handle four reasonably heavy users without slowing the speed. Unfortunately...the honeymoon period ended after 2 months....Broadband light went red. Been onto customer service multiple times, they have no clue...."have you checked the wires are connected?"......this question is the limits of their fault diagnosis. "Sir, the line will be live by 6pm the next day"......nope....."I'm sorry Sir, it may take a bit longer, please reset your box by midnight tomorrow when the line will be live"......nope...."I will send an engineer out to look at your connection, he will arrive on Tuesday between 8am - 1pm"..........nope......."I'm sorry, I noted down your contact mobile number down wrong, the engineer could't contact you on Tuesday".....but nobody has knocked..."An engineer will be out on Friday to fix your line".....I'm losing the will to live here. I don't think he is coming on Friday and even if he does he is only going to check that I've plug in the box and connected the internet cable. I wish I had plusnet in my life right now, yes they may not be as fast but they were damn good are providing an internet connection which is something I value highly with my internet provider. I genuinely cannot wait to celebrate the day when BT are out of my life. Godspeed.
- Location
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- Location
- Leeds
- Reviewing
- BT
- Date
- 2015-04-28
- Comments
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Avoid BT at all cost for your Broadband.
I echo the majority of the below reviews. Intermitten connection, no connection, slow speeds when actually connected.
Tried in vein over 5+ hours worth of calls to resolve and rectify. Transferred from department to department and technical explaining the same issue to different people with nobody able to know how to fix the problem. No call backs, no resolution, just a complete pain in the backside. Love the adverts at the moment about being the most reliable, surely they should be brought to justice under false advertising.
- Location
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- Location
- Leicester
- Reviewing
- BT
- Date
- 2015-04-28
- Comments
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I went with BT in July of last year, with fibre new in my area, I was keen to upgrade to superfast broadband. I went with BT, because I thought SKY needed some competition, and was keen to see the rugby. Almost immediately, it performed worse than SKY which was on snail broadband 5Mb. The internet programs were impossible to watch in HD and only just passable (sometimes). I called their helpline and was told that they would send an engineer, but if my equipment was faulty they would charge me £120. I told them politely that a contract works both ways and if they did not send an engineer FOC, I would cancel my contract. Success, they said they would send an engineer FOC.
Well after giving me a two hour window for the engineer 7.00am to 9.00am, he still managed to be 20 minutes late. He took out his little tv gadget device and plugged it into the input. "Your signal is good" he says. "What is the problem then?" I ask. "I don't know" he says. " I thought you were an engineer" says I, " it must be the BT box then, can you test it?". "no, sorry" he says.
As you can imagine this engineer, isn't an engineer at all, he is someone of the street, given a box and shown how to plug it in. After several unsuccessful phone calls, I decided to unplug my BT box and watch HD channels on my old SKY box. Although I cannot watch BT sport, it worked out OK, because Leicester Tigers had a crap year and lost most of their games anyway. Its an ill wind that blows no good at all :-).
- Location
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