3,590 Customer Reviews over 90 pages
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- Location
- Abo
- Reviewing
- BT
- Date
- 2019-01-31
- Comments
-
Been without Internet for a week, Even though BT promised to have it sorted on 3 different occasions, today Open Reach tell me it will be out for upto a month. BT's response is to pass me from pillar to post, ending up with Paul from Cardiff. He read continually from his notes and kept going on mute to write more notes saying the same thing !!! To be honest an absolute disgrace, I've been with then for 20 odd years and they are happy for me to be without Internet for a month but won't let me cancel my contract - that's how to keep customers - what a service !! - appalling from top to bottom
- Location
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- Location
- Redcar
- Reviewing
- BT
- Date
- 2015-11-13
- Comments
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Phone service rubbish, broadband rubbish. They miss service appointments and mess you around.
I always thought they would be the best but they are terrible.
- Location
-
- Location
- Weymouth
- Reviewing
- BT
- Date
- 2016-01-13
- Comments
-
Bt infinity currently running at 170 KILOBYTES per second, always dropping out, never over about 2 Mbps, absolute rubbish and don't have time to hang on the phone for hours. BT speed test cant even detect speed because it is running too slow!
- Location
-
- Location
- Manchester
- Reviewing
- BT
- Date
- 2016-06-18
- Comments
-
AVOID joining BT at all costs!!!
My partner signed up to get BT sports, he cancelled it in September as we were moving house. We've ended up with a debt collecting agency on our backs with a huge bill!! Partner spoke to them at BT who said they had not received a notice of cancellation.. when he asked where the bill had come from and what is was for they said it's because we didn't pay our cancellation fee.. so why would we pay a cancellation fee if theyre saying they haven't cancelled it!?!?!? Totally contradictory!!!
When we asked why did nobody contact us via telephone to sort out this matter sooner we were told "That is not how we operate"
Very unhelpful customer services, they talk out of their arses!!
Such a big company and yet dissatisfying customers all the time it seems.. absolutely disgraceful - it's be because of greedy firms like BT why people like us who work hard for a living end up in debt!!! Which could have easily been rectified with a phone call.. Going to take this further we are absolutely livid!!!
- Location
-
- Location
- Barnsley
- Reviewing
- BT
- Date
- 2017-03-29
- Comments
-
Avoid BT like the plague,worst customer service i have come accross in almost 50 years,rubbish product,rubbish company,don't touch with a bargepole.
- Location
-
- Location
- Cheshire
- Reviewing
- BT
- Date
- 2015-03-29
- Comments
-
They aggressively up-sold my 76 year old father to fibre when he wanted DSL promising it would be cheaper, proceeded to charge him for services they said they would throw in free, provided him with a broken YouView and all this took a month a month and a half of wrangling with their "customer services" and literally two days on the phone so far. Still not sorted. Aggressive, misleading sales-people, entirely broken customer support. Expensive compared to the competition. Much more trouble than they are worth. Avoid at all cost.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2019-03-27
- Comments
-
Completely unacceptable company.
They said they will send engineers and they said that 10 times and never came!
They made no effort to fix the service and they do not care about their customers at all.
Do not choose BT.
- Location
-
- Location
- Sandhoe Hexham
- Reviewing
- BT
- Date
- 2019-06-18
- Comments
-
promised fibre broadband was available in our new home however BT engineers say we are too far away from the distribution box. called BT and they said we were still eligible for fibre broadband. very poor customer service
Currently have ADSL speeds of 1.6
- Location
-
- Location
- Wimbledon
- Reviewing
- BT
- Date
- 2017-08-26
- Comments
-
I have had a contract with BT for telephone, broadband and mobile (x3 sims)
There is not one day that goes by where there isn't an issue with the broadband and phone, mobiles have been OK but charged for extra data usage (owing to having to use more because of poor to no WiFi service!) I have made numerous complaints to BT and not one has been followed up, I get empty promises of phone calls and although customer service staff are apologetic (I genuinely believe they are, but as for the company, they don't give a monkeys) Every time it rains the service disconnects, you cannot imagine the frustration experienced when I lose my work online or my children lose their homework and have to complete again as the the internet cuts out with such regularity. In may this year I made yet another complaint and was advised to upgrade to "their superfast hub" nothing could have prepared me for how bad this was going to be!! The situation got worse and, as per previous comments, I was speaking to the Indian call centre ( this in itself is a big communication barrier (no pun intended) being Scottish and hearing impaired it was and is very difficult to communicate in ordinary conversation, add someone from Bangladesh and you have yourself a big dilemma!! So I started using the chat service on BT website (my BT) and one (Indian call centre staff member) representative wrote that I would never attain the speeds BT claimed as I was "too close to the exchange " and so I began taking screenshots to prove that BT knew they were selling me services they could not provide! Two weeks ago I wrote to the Ombudsman, I provided them a brief history of my experience and the continued issues and they agreed to look into it. I have heard every excuse in the book but when "Ollie" called me this week from BTs British complaint resolution department he told me that the reason for my connection problems was because of my TV Ariel!! To say I was flabbergasted is an understatement, I asked "Ollie" if he was having a laugh, (obviously not!!) I then told him I have not got a TV and haven't had one for 14 years and that my Ariel was cut prior to my moving into my home ( +7 years ago) Nonetheless he sent an engineer out for three days later, and when I relayed what Ollie stated he burst out laughing, told me that he was taking the pi$$ and he set about installation of a new line and made sure in was connected prior to leaving, low and behold, I still have a poor to non existing connection, best part is Ollie telling me he would recommend an Ariel installation company for me "free of charge" today I received a message from the telecommunications ombudsman to say they are doing a thorough investigation into BT and my complaints and will update me as soon as they have completed it!! Nonetheless BTbare still charging me despite agreeing to STOP taking money from my account!! I would advise anyone considering using the outfit known as BT to do some homework on their services before committing to a contract! I grudge giving them even one star, the whole thing has had me in tears at the lack of understanding, the sheer frustration at giving them almost two years of time to find a resolution and it has been to my detriment. On the plus side there is a service checker on the ifcom website that allows you to check the best service provider in your area, I would advise everyone to use it prior to committing to any contract! BT now refuses to discuss my complaint as it has been escalated to the ombudsman!!
- Location
-
- Location
- lanarkshire
- Reviewing
- BT
- Date
- 2009-11-09
- Comments
-
a mickey mouse outfit who happily take your money whilst offering the customer a rank rotten service/customer service
- Location
-
- Location
- london
- Reviewing
- BT
- Date
- 2013-12-04
- Comments
-
if you hate some one really really bad suggest BT to them, they will CRY i promise
i really hope there where ZERO in this rating ,
bt is a the worse broadband and defiantly the worse customer service !
- Location
-
- Location
- Sutton coldfield
- Reviewing
- BT
- Date
- 2016-08-12
- Comments
-
So, I am one of those people who read the reviews about BT before signing up, I thought, it can't be that bad surely! The sales team I called were great and I got a good deal online with some cash back. I had fibre unlimited 2 broadband and TV with an extra box.
I have just paid £135 to cancel my contact as BT are genuinely the worst company I have had to deal with in years.
The broadband wouldn't let me watch videos on YouTube from my phone (stood right next to the box!) without pausing. In the end I upped the allowance on my 4G phone contract so I could. The TV service is ok, it worked at least.
Now, on to the customer service, when you get through after 40 minutes you are greeted by someone who completely misinterprets what you are asking and tells you point blank that you 'are wrong sir' after explaining for 30 seconds after the assistant constantly interrupted it turns out I was right! No apology from the person I spoke to and no follow up from a complaint I made about over charging.
There is a reason BT has such poor reviews, it's because it is genuinely terrible and those giving bad reviews are sharing their personal experience. Which on the whole is abysmal.
I will never go with BT again and strongly urge you not to.
- Location
-
- Location
- Shocklach
- Reviewing
- BT
- Date
- 2019-11-13
- Comments
-
We went with bt as the previous tenant was with bt and we thought it would be a straight forward swap to our name. This was not the case ! We had an order for the phone line and internet to be changed into our name (which apparently you need an engineer to come out 2 weeks later to do) when this was done, we recieved a new number ..we requested from day one to keep the previous number as we were running a business and that was the number our customers where familiar with. We were informed that as soon as the order was completed we can ring up to confirm the number change, So we did. We were then informed that the number would be changed within 24 hours .... 24 hours later the number was still not changed. After ringing back the following day we were then informed that there was another order on the account that had to be completed before the number could be changed. As we had not placed an order they cancelled the order and told us it would be another 24 hours before the order would be cancelled and then to ring back for the number to be changed. So as you can guess we rang back 24 hours later to change the number to then be told someone didnt cancel the order so they would cancel it and it would take another 24 hours ( why it takes 24 hours to press the cancel order button I do not know! ) since receiving our bt order on 5th November we are still waiting to have the number changed back to the original number! After being on the phone many days and many hours I was finally passed to a supervisor who informed me that IF I WAS TO PAY FOR THE BUSINESS ACCOUNT I WOULD RECEIVE A BETTER SERVICE! Which we were told at the beginning it will be easier to stay as a personal customer for now as that is what the previous tenant was and that it would be easy enough to change at a later date! After speaking to this supervisor I was informed that he would cancel the order and he would call me back to re arrange the phone number change between 11:00-13:00, did I recieve a phone call ? NO I DID NOT! I rand up at 13:02 to find out why I hadn't recieved my phone call and the lady on the phone said she had passed the message on for me to get my phone call. The NEXT day I recieved a call which was not from a supervisor and was informed there is nothing they could do as I'm not named on the account even though they have been speaking to me everyday since getting Bt and everyday they recieved permission to talk to me and permission to change the number! All we want to do is have the original number back on the landline which has took 8 DAYS so far and still counting ...
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2016-12-21
- Comments
-
Disgusting service, the communication when you phone up BT is a joke, the agents are ignorant and the moment you want to complain, you will be cut off deliberately or sent on a run around, the complaints team will not address this part of your complaint, they will just ignore it and not respond to it formally, I have proof and ignorance is not an excuse. BT are scandalous and their complaints team is not impartial, they cover up and will try to spin doctor everything in any verbal communication and will simply not address anything formally in writing that is harmful to BT. The complaint handler will make a conclusion on a situation that occurred which is far from accurate and when you counteract it and expose the ignorance in the conclusion the handler will not respond to it specifically in the next email. Ignorance is not an excuse BT, sorry, do not act like your complaint handlers do not know what they are doing, it is all carefully contrived.
Takes approx an hour to get the complaints procedure with the name of the ombudsman they are signed up to when on the phone due to spin doctoring and shocking tactics.
Internet will cut out when it pleases and comes back when it pleases, been offered the same resolution twice that does not work and when offered it the third time you can only refuse.
Complaining does no help as mentioned, the complaint handler will ignore anything formally written that requires a response that could jeopardize T position in the complaint.
Stated explicitly not to be contacted verbally after taking legal advice, this was also stated in writing in my formal complaint to BT through the right channels but yes, you guessed it.. 2-3 calls to my mobile and landline, voice messages left on the mobile and landline, even started receiving text messages, almost laughable that they think this type of tactic/harassment is acceptable even after stating in black and white that you require BT to respond formally in writing only and not to call. But they call to figure you out, what you know and what you do not know to exploit to their advantage.
They claim to have the best wifi signal in the UK, from my experience, no way in hell is it even close.
As you can see from 90% of the reviews on this website in regards to BT, even the most recent ones... Avoid like the plague!
Remember, if the broadband company does not provide you with the service contracted for, ask them for the ombudsman they are signed to and follow the correct channels for the formal complaint procedure, know your rights, you can have the contract cancelled without a fee under many circumstances and be entitled to compensation. Just make sure you log every problem you have because the BT team will deny them even though they can check the history on their end.
I speak from experience with proof, this is not opinion. I have it in black and white.
- Location
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- Location
- Ashford , Kent
- Reviewing
- BT
- Date
- 2017-02-16
- Comments
-
Joining the club of BT frustrated customer .!!!
Nothing to add to the other reviews . I am so shocked how a British company like BT Trap the customers , being rude to the customers and hang up the phone for a mistake done by BT.I have forwarded the complaint along with these reviews to Ombudsman Communications .
Libby Bar , be proud of your worst customer service team , I bet they are following their leader .
- Location
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- Location
- south london
- Reviewing
- BT
- Date
- 2017-06-07
- Comments
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pay for up to 76mb get average of 2mb, yes only 2mb that's at different times and days. bt looked into it and stated that i had a "good" service!!!!
- Location
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- Location
- Newark, Nottinghamshire
- Reviewing
- BT
- Date
- 2015-05-21
- Comments
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I've never felt so ripped off, Broadband Infinity 2 drops out about 10 times a day... BT took £50 from us as without warning for a "deposit" and we have to wait 6 months to get it back... It's supposed to be £38 a month and it ends up being closer to £50 for no reason... generally crap, cant wait to leave.
- Location
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- Location
- Shropshire
- Reviewing
- BT
- Date
- 2015-10-29
- Comments
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Our broadband is constantly going off, fed up with being threatened with charges if a fault is not found and to topic all, had an appointment yesterday soda to stay in from 8am to 1pm. Sometime during the morning the broadband was going on and off so maybe an engineer was working on it. However no contact with us to say if work had been done or if problem fixed. Where is common courtesy at least a call to say what is going on. We are in a rural location which seems to be an excuse for poor service and low speeds. WE get better and faster broadband in the Bahamas on an island 5 miles long. It is possible but I guess we just do not matter enough.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2016-04-24
- Comments
-
Just finishing my 1st years contract with BT Broadband, it was like a farce at the theatre, suddenly cancelled my service by mistake and tried to charge me £55, this involved many many calls to India where no one listened or changed anything, have been complaining about the drop out (can't actually use wireless unless Im literally standing over the router and even then its intermittent) but it took nearly 8 months for them to send a new one! Have now signed up with another provider and they are blocking the transfer, I have complained officially, no response, called and wasted several hours of my life being put through to various useless people who DONT help, now finally had enough - DONT USE THIS COMPANY!
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2020-10-24
- Comments
-
Hindsight, they say is a wonderful thing. Had I read the reviews before deciding to try BT I would never have agreed to a contract. At the moment I am two weeks without internet. Thanks to a neighbour I'm using their internet. If possible I would give zero stars to all of the above. I spent over an hour on the phone trying to speak to someone on Wednesday and when I did get through I was told I would be getting a call back on Sunday, that's tomorrow for an update. When I contacted them over two weeks ago about an engineer calling to investigate the problem I was sent a confirmation email from BT but two minutes later a second email was sent telling me that there was a delay so they couldn't give me a time when it would be addressed. I won't say fixed because I can't see that happening. I may just have to cut my losses and ask for a disconnection. I'll probably pay through the nose for it but at least I can try another broadband company. Maybe someone more reliable. I see positive review here but to be honest I think they must be from BT staff either that or someone who is being paid to write imaginary reviews
- Location
-
- Location
- Reviewing
- BT
- Date
- 2015-06-14
- Comments
-
Sick to the back teeth of BT and their NOT Super Fast Infinity and NOT reliable, after 5 months of trying to get this resolved I have lost the will to live. New Ofcom rule, I believe, means I can opt out without penalty
- Location
-
- Location
- Radstock
- Reviewing
- BT
- Date
- 2019-01-22
- Comments
-
The worst service I have ever received!
I was initially sold a package which was at a great price and thought this would be a simple and successful purchase.
I was informed it could take a week to install the broadband, which was not an major issue.
Then I started receiving calls and messages daily from a call centre that barely talked a word of English, and after 9 days realised they were trying to tell me they had to cancel the order and start again. This frustrated me but I allowed it to happen, as I had little choice.
To cut a long story short after 2-3 weeks I was told this had to happen again and it could take up to 3 months for the service to be installed. I simply told them to cancel and I would go elsewhere.
This is not acceptable for this day of age, and I will never attempt to go with BT again!
- Location
-
- Location
- Herts
- Reviewing
- BT
- Date
- 2016-07-20
- Comments
-
The worst customer service - Disgraceful for such a big brand. They do not answer the phone. You end up in a queue and it then just cuts you off after 15 mins. This happened to me 4 times in a row this morning. Wifi is rubbish - signal keeps dropping from all devices.
- Location
-
- Location
- Crewe
- Reviewing
- BT
- Date
- 2016-10-06
- Comments
-
Useless.....internet is that slow that I am unable to use it. Only just signed up so unable to cancel it. Phoned customer services and a complete waste of time. Would never go with them again, any other provider would be better
- Location
-
- Location
- Near Alford
- Reviewing
- BT
- Date
- 2016-10-24
- Comments
-
Awful broadband, usually at "dial up speeds". Why should we pay the same as others who actually get a service!
- Location
-
- Location
- Cumbria
- Reviewing
- BT
- Date
- 2017-09-27
- Comments
-
The following is an email sent to the ombudsman regarding BT.
For over a year I have noticed that the downloading of files is very slow in the late afternoon using BT infinity service. The reason for this became clear when I purchased a Samsung 4K HDR TV on 25/11/16 which requires a minimum of 25kbps to play a Netflix 4K HDR program, the Netflix app is also able to measure the kbps supplied via BT. When using both Netflix and BT’s own wholesale speed tests I discovered that between 5pm and midnight every day the speed slowly goes down to as low as 2mbps, the lowest normally between 9pm and 10pm. The contract I signed up to with BT stated I would receive a minimum of 34mbps minus 1 to 2mbps in peak periods. Contacting BT on their help line proved to be a long and frustrating process as I was told to contact them when the fault was present and then they can do a line test. Contacting them between 9 and 10pm proved to be impossible as I could be on hold for as long as 45 minutes before being disconnected, this was the case from January to May 2017.
I also purchased the latest smart hub from BT but was left with same problem.+
Desperate for a solution I contacted the help line in the morning and requested them to contact me at 9pm, as I was unable to get through to them, which they did and a test was done which was 4kbps and they admitted there was obviously a fault.
To-date I have had four engineers visits each one clearing my property and equipment and saying that the fault is external i.e. is a BT supply or equipment issue. The situation now is even worse, there have been too many helpline telephone conversations to list but below is just a small example of recent events.
27/07/17-ENGINEER CLAIMED HE HAD FOUND A HOT CONNECTION IN THE EXCHANGE AND SOLVED THE FAULT. SLOW SPEED EVENING FAULT STILL PRESENT.
28/07/17- SLOW SPEED EVENING FAULT STILL PRESENT.
29/07/17- SLOW SPEED EVENING FAULT STILL PRESENT.
30/07/17- SLOW SPEED EVENING FAULT STILL PRESENT, ALSO SERVICE IS NOW INTERMITTANT.
31/07/17- NO INTERNET CONNECTION. WHOLESALE ENGINEER MADE A SCHEDULED VISIT AND CLAIMED IT WAS A CABLE DAMAGE PROBLEM, LATER IN THE DAY HE SAID IT WAS BT EQUIPMENT IN DISTRIBUTION CABINET AT FAULT AND HE WAS NOT AUTHOURISED TO TOUCH THIS EQUIPMENT.
1/08/17- NO INTERNET SERVICE.
2/08/17- NO INTERNET SERVICE.
3/08/17- INTERMITTANT SERVICE UNTIL 6PM, AFTER 6PM SERVICE IS OK AND NIGHT TIME SPEEDS ARE 34MBPS.
4/08/17- VISIT FROM ENGINEER CHECKED MY EQUIPMENT, SAID OK AND THAT THERE HAD BEEN A MAJOR CABLE FAULT.
5/08/17- NO INTERNET SERVICE. HELPLINE HAD AUTOMATED MESSAGE SAYING FAULT WILL BE FIXED IN TWO HOURS - IT WAS NOT.
6/08/17- NO INTERNET SERVICE. HELPLINE HAD AUTOMATED MESSAGE SAYING FAULT REPAIRED RESET YOUR HUB - STILL NO SERVICE.
7/08/17- SERVICE CAME ONLINE AT AROUND 3PM, NETFLIX NOW SAYS CANNOT CONNECT ANY OF ITS THREE SERVERS. CONTACTED BT HELPLINE AS I HAD BEEN PROMISED A CALL FROM A CASE HANDLER, HELPLINE SAID I WILL DEFINITELY BE CONTACTED BEFORE 6PM BUT, AGAIN, DID NOT RECEIVE A CALL.
8/08/17- INTERMITTANT SERVICE.
9/08/17- A 7pm speed test with both Netflix and BT Wholesale gave speeds of 5 and 10mbps. Still not received the promised call from BT.
I would like to stress that the above is only a small fraction of the telephone conversations I have had with BT.
Each time I contact BT they try to convince me that this is an isolated fault but everyone I have spoken to in the Arnside area has been having exactly the same internet problems with BT infinity. I have also been offered a partial refund by a gentleman called Joseph which turned out to be a credit for a product that is not fit for purpose. As BT are unable or unwilling to deal with the poor internet performance I intend to change my internet supplier as I cannot spend any more time on this farcical situation, and think it is not unreasonable to receive a full refund for a service contract I signed up to but have never received.
Further information as requested.
18/08/2017- BT (Daniel) phoned at 20.00hrs and asked if the problem was solved. I informed him the evening fault was no more but now I am only receiving a constant 27mbps, not the minimum 34mbps as advertised. He also admitted as I had previously had daytime speeds of around 36mbps there was no reason they could not be achieved now. He then arranged an engineer’s visit for 21/08/2017. When the engineer arrived his instrument showed a speed of 29mbps but said he could not investigate further as BT had told him 24mbps was acceptable, I was shown and read this communication from BT. The same day I logged on to the BT website which stated if I signed another contract with them they calculated I would receive a minimum of 36mbps to 49mbps.
This is a good and typical example of BT. I have personally witnessed many test results at my property only to be told a completely different reading days later by BT.
I would like to take this opportunity to thank you for your efforts on my behalf but I do not expect a result in my favour as I do not expect an accurate record of events from BT, this being my conclusion after months of dealing with this company.
- Location
-
- Location
- ashford
- Reviewing
- BT
- Date
- 2020-12-09
- Comments
-
Terrible service, fault with broadband and have to wait couple of weeks before they can look at the fault, been told that they don't have to fix the fault within the first 30 days. Would be quicker for me to change broadband suppliers but BT will charge me £200 plus to leave before contract ends.
- Location
-
- Location
- sheffield
- Reviewing
- BT
- Date
- 2009-11-13
- Comments
-
the speed that BT advertise is by no means reflected iin their actual broadband provision. I have had nothing but a slow connection, resembling the old 'pay as you surf' days- since we switched from Orange. A move I regret making.
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2014-05-10
- Comments
-
I would love to be able to comment on the speeds but nearly 4 months later I still don't have Bt Infinity... due to all the 'terrible weather' of late there has been many delays on pole work is all I seem to hear at the moment.There's delays and then there's outright neglect....4 months??? What other company could get away with this... oh and not a single mention of compensation for any of this, seems like they don't want to take any responsibility....Very fed up.
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2014-07-01
- Comments
-
I have ordered the BT Infinity 2 package. The BT engineer did not turn up and their customer service person was really rude with his 'Im sorry but this is not our fault' and I can wait another 2 weeks+ for the engineer - and even than he cannot guarantee that they will show up...That is the best he can do! Real time waster and cannot believe that this sort of trading is allowed. They hold me as a hostage now as Im still within a contract with my phone line and it is quite expensive to break the contract (£96 I think they said). Nice one BT! I could rant forever but hey ho - lets move on and take my customs somewhere else and leave as many negative reviews all over the internet instead :) I cannot comment on the actual speed and reliability of service (for obvious reasons) so gave them an estimated 1 star (expected average :)
- Location
-
- Location
- Corby, Northamptonshire
- Reviewing
- BT
- Date
- 2015-02-21
- Comments
-
Firstly disappointed to find out that because we have moved into a new build estate that BT are our only option so we compared prices and the unlimited Infinity 1 package seemed like a pretty good deal. We signed up but there was a problem.
First issue was that Openreach had to go out and install the line and BT would call back with and update 3 days later. They did call back but the voicemail was that another update would be forthcoming in 3 days time. So I waited and 3 days later another update was due 3 days later. Another three days and the voicemail said that the explanation would be provided in another five days time.
Now so far I've not been too upset as BT had kept to their estimated callbacks and as it's a newbuild I had to expect some hiccoughs.
The update call with the 'reason' I got was that openreach are unable to provide the service as there is no phoneline! I knew this because I am asking them to install the flamin' line! 'We are sorry Sir but we have cancelled your order'.
At this point knowing BT are my only option and they cannot provide the service at all with no explanation is ridiculous! I have asked for the matter to be escalated but I doubt this will make any difference.
So we are now faced with moving into a nice new house today that won't have a phone line or broadband indefinitely. No I would not recommend them but when they control the monopoly of lines I wish there was at least another ISP to try! But there isn't.
- Location
-
- Location
- Didcot, Oxfordshire
- Reviewing
- BT
- Date
- 2015-03-09
- Comments
-
Worst experience I've ever had with broadband (and I've used many other ISPs).
BT are perhaps the most incompetent company that I've *ever* come in contact with, and I would not wish being exposed to their services upon my worst enemies.
Main points from our experience:
- After being given an 'activation date' that was pushed back twice, it was then pushed back another three times (each time adding an extra week). After 5 weeks we still had no service and tried to cancel it completely.
- A BT engineer turned up at our property completely uninvited AFTER we had cancelled the account. I let him in anyway to see what he thought - he confirmed that everything we'd been told on the phone from the faults team was completely false (they told us it was an exchange problem - which he said if true would mean the whole village would be without broadband, which wasn't the case).
- After 5 weeks of no internet or any service I tried to cancel the account and BT tried to impose a £270 cessation charge - despite themselves breaking the contract by not providing any service.
- When I tried to cancel the account, instead of actually cancelling it, they just raised a complaint, gave me an incorrect reference number (meaning I had to go through the whole process again), which delayed the whole process of cancelling the account.
Generally, it seems that no one on the end of a BT phone number has much authority to do anything - nor the ability to accurately diagnose or solve likely problems.
By contrast, after cancelling BT we went for EE - who had us up and running straight away with no hassle. What's amusing is that they obviously use BT engineers and the BT lines for their service... which shows just how incompetent and useless ordering through BT is.
Having spoken to several other BT customers, it doesn't seem like our issue was isolated. Our neighbours use BT Infinity and they said they're just waiting for their contract to expire as the service is awful.
If you were considering using BT infinity, I'd strongly recommend going elsewhere - even if it means paying more, it'll save you from hours of phone calls with useless BT staff and spending weeks trying to configure a service that will probably never end up working.
- Location
-
- Location
- Ayr
- Reviewing
- BT
- Date
- 2018-11-23
- Comments
-
Worst experience of my whole business career. I don’t want to go into deatil as I simply don’t want to waste anymore time. Ended up costing my company thousands. Find another supplier for business phone and broadband.
- Location
-
- Location
- acton
- Reviewing
- BT
- Date
- 2015-04-25
- Comments
-
Bad service bad customers services its the bad company in UK I have to much to say
- Location
-
- Location
- Eastbourne
- Reviewing
- BT
- Date
- 2019-02-26
- Comments
-
Terrible. 3 weeks into contract we haven't been connected to the internet yet. They promised an engineer will come 3 times but no one came. Customer service lies as what happened today.
Avoid BT. Worse service ever.
Lost a lot of time and days waiting for an engineer which never came. Failed promises over and over again.
- Location
-
- Location
- DERRY
- Reviewing
- BT
- Date
- 2022-05-13
- Comments
-
Terrible service the left hand doesn't know what the right hand is doing
- Location
-
- Location
- Green Hammerton
- Reviewing
- BT
- Date
- 2020-01-15
- Comments
-
Being fobbed off completely how rubish is this company
My partner have got them for broadband broad band was fine for a few months then they started cutting us off before the bill was due to be paid then after we paid it on the day it was due the broadband started to go funny my partner rang them up and they said that it's because it's under the stair case and because my partner has a ps4 on the wifi and some phones on the wifi which is exactly the same as when we started off so the sent a wifi booster so we can hard wire the ps4 which by the way seems a bit weird in how its set up we set it up and ps4 doesn't work hard wired plus the box then turns amber and doesn't budge and then my partner rings up about 7 times and the whole time they keep hanging up on him then we manage to get someone to stay on the line and he's now saying that we have to put everything back to where it originally was as you can't hard wire the ps4 the way we have been told
does anyone in that company know exactly what they are doing at all because to us all it doesn't seem like it which means there shouldn't be a bt company anymore
- Location
-
- Location
- Bridgwater
- Reviewing
- BT
- Date
- 2017-01-12
- Comments
-
Appalling down load speed, this has got worse
- Location
-
- Location
- Nottinghamshire
- Reviewing
- BT
- Date
- 2014-04-23
- Comments
-
Absolutely appalling. Our speeds at best are 2mb - apparently. The reality is more like 1mb and add to this the fact that it is so unreliable. Much of the time the connection is so slow that it times out when trying to browse the web, at other time the signal drops completely and we get the "No internet connection" message. Multiple calls to BT on result in being made to go through the exact same scenarios of restarting the router, unplugging cables, etc etc. This in itself is irritating but when you reach the end of it and they say "well there is nothing wrong" it gets even more irritating. On three occasions we have had people try to connect to us remotely and found that they couldn't and yet STILL say there isn't an issue. On every occasion we use out BT landline for a call they have to phone back to the mobile because the quality is so bad that they can't hear us, and yet, STILL say there is no issue! We have asked times for an engineer only to be either flatly refused or told it will cost us £150. To cap it all off, each and every call you make, even if it is within the same hour, you have to start from the beginning with the process of going through their check list. I have suggested to people to read our notes before to see that this is a redundant request but they have flatly refused saying that they do not have time to read the previous notes! Then what is the point? really? I despair. Use BT at your peril.
- Location
-
- Location
- Griston
- Reviewing
- BT
- Date
- 2014-11-27
- Comments
-
Absolutely pathetic. The broadband here was never going to be quick but they way the village is treated is unbelievable! BT Infinity has been put through the village so that the town next to us could use it, but they didn't let us! Now all of a sudden my internet has dropped down to 130kbs. That's disgusting, and BT will do sweet F A about it. Disgusting company who genuinely don't care as long as they are making a profit.
- Location
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