3,590 Customer Reviews over 90 pages
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- Location
- Spencer Place Farm, Sandy Lane, Waltham Chase
- Reviewing
- BT
- Date
- 2019-03-06
- Comments
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Moved back to BT in December 2018, as they had just installed a new five cabinet at the end of my road.
Bought the ‘super fast fibre BB’ package on the assumption I’d be fed from the new cabinet!!
Oh no...... they’ve left me on an old cabinet routing that in 4.1km of twisted copper pair, so I fluctuate between 1.6 and 3.7mb.
They won’t re-route me as it is an engineering expense to them, and I fall into he ‘superfast fibre’ category between 2-5mb.....crap!
Not happy does not cover my experience!!!
- Location
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- Location
- Spennymoor
- Reviewing
- BT
- Date
- 2014-11-19
- Comments
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Joined bt about a year ago and I have had a problem with line speeds from day one.As I write this review my line speed is only 0.84Mbps. Dispite regular complaints all I get is someone from a call centre halfway round the world telling me there is no problem with my line. I have even sent them screen shots of the results from BT wholesale speed test, to no avail. The one star rating I have given is way higher than BT deserves and once my contract is finished I will have the line removed and switch to mobile, may only give 3-4Mpbs but it is consistant 24/7. Anyone who moves to BT is insane (self included)
- Location
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- Location
- Sprowstown, Norwich
- Reviewing
- BT
- Date
- 2017-09-16
- Location
-
- Location
- Ss94nq
- Reviewing
- BT
- Date
- 2017-07-03
- Comments
-
BT has a long way to go to get customer service. Wi-Fi is rubbish does not work ring them up and tell them they say there's nothing wrong sending engineer out that's another expense to you to have a day off work when is BT going to get everything right I think I'm getting fed up getting on the phone to BT and all they say nothing wrong and you get call centres in India . will thay bring their call centres back to UK what a waste of time BT should be 0 not 1 star if I could give you 0 stars I would
- Location
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- Location
- St Albans
- Reviewing
- BT
- Date
- 2021-11-03
- Comments
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Texted BT am as no house phone or internet. Got automated message saying up to 48hrs to fix. Just 2hrs later engineers attended and fixed fault in street machinery. Everything working perfectly. Can only speak as I find, brilliant service.
- Location
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- Location
- St Austell
- Reviewing
- BT
- Date
- 2014-11-20
- Comments
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I had infinity installed last week in my new house and it was completely unreliable.
On Monday I called them expecting to be on hold for hours, passed from person to person, etc.
I got straight through to a foreign call center. Here we go I thought.
How wrong I was. The guy was very efficient and actually listened to what I said. After he had performed a few tests his end he agreed there was a fault and escalated my case. He told me an engineer would go and check the main box and I would get a call back on Wednesday evening.
Again I was skeptical.
Anyway, on the Monday evening my broadband was completely down for an hour or so. Where they really fixing it this fast?
By Tuesday it was working much better and on the Wednesday evening, as promised, I got a call from the same call center guy asking how my service was now.
I said it seems much better. He said he would keep the case open anyway to make sure and send me a text. If I have any further problems he said to just reply to the text and BT will call me back within two hours.
I'm a little astounded. This was great service. Quick, efficient and simple.
I'm the first to give out bad reviews to companies that deliver bad service so thought I should post about how good this service was.
Well done BT.
- Location
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- Location
- St Clears
- Reviewing
- BT
- Date
- 2020-07-24
- Comments
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Un reliable broadband service which can only be guaranteed if you pay the extra cost of having a 4g router as a back up when the broadband fails. Usually 3 or 4 calls to 151 to get an engineer to your home who leaves saying there is no fault at the premises and has to investigate at exchange. Not happy with a service that costs a considerable amount more than competitors. I thought by using BT I would get a premium service as they owned the copper and fibre cabling as well as local exchange premises and hardware. Not recommended by me, as an experienced BT customer.
- Location
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- Location
- St Columb Major, Cornwall
- Reviewing
- BT
- Date
- 2009-08-08
- Comments
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It says my line's good for 6MB/S, i'm downloading/streaming at 7.1MB/S. Always on, Very reliable.
- Location
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- Location
- ST Germans
- Reviewing
- BT
- Date
- 2015-07-13
- Comments
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Utterly useless in all aspects, over a month with speeds of less than 0.5 via Bt speed test through their customer service, and I get told to update my laptop, or buy fibre. I have had trouble free Internet, not very fast, 7mb, for four years, then they take me off exchange only line to a cabinet and I cant do anything, can't watch TV, load a photo, send and email or pay for anything, the connection drops out, or it won't stream at all. All this for over £43 a month. Accelerating the fault to a complaint has just landed me with even more Indian call centre people ringing me, but they won't do anything other than test the line, after a month of testing every three to five days I've had enough. As I Say USELESS
- Location
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- Location
- St Helens
- Reviewing
- BT
- Date
- 2018-01-29
- Comments
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Would not recommend BT. Have been a broadband customer since May 2017, just moved house to be hit with a load of trouble from BT. I have been paying for internet for over a month now and been unable to use it. It took them over 2 weeks (of cancelling our appointments on several occaisions, which may I add myself and my partner had to book time off work to fit around these appointments, only to be told on the day they are now not coming) just to get our line up and running. Now the line is finally up and running, the BT box is just flashing purple and not working. We have tried online chat several times to which we get told "We will calll you tomorrow" only to not recieve a call and have to go through the whole process again, in which still now we are waiting for a phonecall!
We get text messages claiming they have called us and can't get through, however, no missed calls on our call logs. If something isnt done immediately, we are going to take the matter into our own hands and seek legal expertise advice. My partner and I can both work from home and are unable to due to the lack of Wi-Fi, which we pay £35 a month for, RIP OFF!!
- Location
-
- Location
- ST HELENS
- Reviewing
- BT
- Date
- 2019-01-11
- Comments
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If I could give 0 stars I would. Our business has lost thousands in revenue promising us their service after cancelling installation SEVEN times! We were shipped from pillar to post overseas which cost a huge amount in phone costs. unreliable, inefficient; If you can't complete a service then why take it on
- Location
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- Location
- St Ives cornwall
- Reviewing
- BT
- Date
- 2015-11-19
- Comments
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Well after reading all the reviews I have now decided most definatly not going to sign up with them , I find it appalling that such a large company can't get it right ! Why don't they employ someone to look at these problems and sort them out if we did our jobs as poorly as they do we wouldn't be in business .
- Location
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- Location
- St. Albans
- Reviewing
- BT
- Date
- 2022-11-21
- Comments
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Booked a box move, waited 3 weeks then they turn up at the wrong address, told it will be another 3 weeks to rebook! After 2 hours on the call, told their system is down so they can’t even book that and will need to call me back tomorrow.
- Location
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- Location
- St. Ives
- Reviewing
- BT
- Date
- 2015-02-03
- Comments
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BT package is Infinity 2 Unlimited and (calls £7.50 a month) Since starting this package on 8th January broadband has been around 12 times today 3rd Feb. The broad when working is down to a download speed of 0.03 Mb/s which is worse than the old dial up and you can't use it. Avoid BT like the plague.
- Location
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- Location
- St.Helens Merseyside
- Reviewing
- BT
- Date
- 2023-04-24
- Comments
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I have been a BT customer for a few months, I made my monthly payments on their BT app online, but unfortunately I got cut off around the 15th of March so I contacted them about this and they said they have not received any payments for 4 months which is a lie because I told them that I make my payments on their BT app online, so they said my payment had been sent to an old account so when I asked what account they told me it was BT account, so I told them that I have never been with BT before I have always been with Virgin, this problem has still not been resolved and they keep on cutting me off because of these missing payments I've even sent them proof e.g photos of bank statements which read that I have paid since being with them, I want to leave BT but if I do I would have to pay a cancellation fee which is extortionate, but when I do leave next May and these missing payments has still not been sorted I will take this further, I would not recommend anyone to go with this shoddy firm.
- Location
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- Location
- stafford
- Reviewing
- BT
- Date
- 2015-07-13
- Comments
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After waiting in for three seperate engineer appointments I still haven't seen an engineer, each missed appointment resulted in me phoning BT to be told a different lie about why they never turned up. Three weeks after placing my order I have now been guaranteed (for the second time) that my engineer will connect me on two weeks. Apparrently my order got stuck in the system.
- Location
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- Location
- Stafford
- Reviewing
- BT
- Date
- 2016-10-10
- Comments
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Absolutely ridiculous. Couldn't understand English and certainly didn't speak English. Would not listen to me and hung up
- Location
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- Location
- Stafford
- Reviewing
- BT
- Date
- 2017-03-10
- Comments
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Shocking service! The worst customer service! Past from pillar to post, left with no phone line for 3weeks and each time given a different excuse!
- Location
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- Location
- STAFFORD
- Reviewing
- BT
- Date
- 2020-03-23
- Comments
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Absolutely disgusting customer service. My father died last Wednesday after being in hospital for 7 weeks prior to his death.
Tried to contact BT on Friday to cancel the contract but unable to get through. Today, I managed to fet through, however cancellation will only take affect from today...not when he died.
Just a money grabbing, inferior broadband company.
- Location
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- Location
- Staffordshire
- Reviewing
- BT
- Date
- 2015-04-11
- Comments
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I went from Virgin to BT and I have regretted it ever since. I can't wait for my contract to expire so I can get my broadband from somewhere else. My broadband speed has gone from 31Mb/s to 400kb/s. BT Sport is absolutely appalling. There is no catchup option online and you cannot pause online coverage. This is unacceptable compared to all other TV providers. Not that it makes much difference as the picture is so terrible, it's unwatchable. I am not new to this. I have been watching online TV since it was first developed and I was a part of the test recipients for both the BBC iPlayer and 4OD, and BT Sport is worse then both of these even in their development stages all those years ago. There is no point in complaining to BT, they simply don't care.
- Location
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- Location
- Staffordshire
- Reviewing
- BT
- Date
- 2016-04-14
- Comments
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Probably the worst company I have ever had dealings with.The equipment never turned up for ten days and only then when I sent in two letters complaining.I asked theam to cancel within the 14 days they still carried on.When I asked for a credit for the 10 days of service I missed out on they said yes.Then stopped my account as I didn't pay.The reason I didn't pay I was awaiting a credit.Told them to shut it all down cost £137 for 2 months and for ten days of that I didn't have a service but still got charged.Ensure your equipment arrives before the package and within the 14 day cancellation.I have had to pay for their mistakes but it was the only way I could get rid of them.Call themselves British they should be ashamed of the service they provide or not.
- Location
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- Location
- Staffordshire
- Reviewing
- BT
- Date
- 2022-06-30
- Comments
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BT have a scheme for disabled users promising to return any money you pay due to being in contract. BEWARE it is credited to your account so could take you a year or even two to get your money returned. Companies recommending this scheme EE in my case should ensure customers are aware of this. I complained I will now pay my own bill send it to BT and hopefully get my money returned. Not everyone has the money to enable them to do this. The idea of me changing was to save money not wait more than a year to get what I’ve paid returned. Not good enough at all.
- Location
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- Location
- Staffordshire
- Reviewing
- BT
- Date
- 2022-04-27
- Comments
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My BT Broadband Started Off £27.99 pcm But BEWARE.. BT increase Your Bill VERY QUICKLY and Without informing You...My Bill has increased Without BT informing Me of This Change They've just Took it Out ...I Rang to Complain and i felt my Complaint Went On Deaf ears Was given no Apology No Offer of goodwill to keep its Customers Nothing Considering a Complaint Was made and a Unhappy customer which alot other provider's do..Also Customer service staff are Not very unhelpful Not very Compassionate & talk to You like There reading from a Police book.. You may as Well talk to a Brick Wall.. I Feel BT are just Takers who don't care about Customers And they need To improve there Customer service Staff & Care about there Customers More ...
- Location
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- Location
- Staffordshire
- Reviewing
- BT
- Date
- 2018-07-16
- Comments
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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
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- Location
- Staffordshire
- Reviewing
- BT
- Date
- 2016-04-09
- Comments
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I have a basic BT broadband package as we are still on the copper wire network, so paying extra for Infinity is pointless. WHEN it works, the speed is fine, but it drops out at least once an hour, usually for about 5-10 minutes, so streaming live movies is a test of my patience. BT customer service is appalling. After waiting 20-30 minutes to actually speak to someone, they just respond with a sales pitch for Infinity. Their website is as unreliable as the rest of their internet services. I have been trying to set up a secondary email for a family member. It's a relatively easy process (if it were with any other provider) but the BT website keeps crashing on the final page and, you guessed it, no-one to fix the problem and I'm now on the fourth DAY of attempting it. I have 8 months left on my contract but I can't seem to find a provider who actually provides the service they advertise. I'm not asking for some all singing service that will run a space station full of live games, just a very basic, reliable internet service.
- Location
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- Location
- Staffordshire, UK
- Reviewing
- BT
- Date
- 2009-08-02
- Comments
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Broadband connection speed varies from 3000kbps down to 250 kbps depending on time of day. It is usually slow. Lines have been tested by engineer during visit to location and are OK. Modem router has been changed but results are the same on 2 independent computers.
- Location
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- Location
- Staffs
- Reviewing
- BT
- Date
- 2014-07-25
- Comments
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I have been a BT customer since 1998. Not for much longer. Due to very poor customer service I have decided to take my business elsewhere. The package is overpriced, broadband often unreliable and the included email service is sub standard, unusable majority of the time and the spam filter is useless. They have barriers to their complaints process and refuse to let you speak to a senior manager. In the case of the complaint I raised about the broadband reliability and the poor email service I found that they did not follow their published complaints process. They do not engage in lasting customer relationships and loyalty counts for nothing.
- Location
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- Location
- Staffs
- Reviewing
- BT
- Date
- 2015-10-19
- Comments
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Had BT Infinity 2 for the last year and haven't had any problems. My installation was a different matter and after moving house, took almost 2 months to get a working installation. I found the Mumbai call centre to be useless and they were the first to ever be shouted expletives at! I found that complaining on the BT Facebook page is your best bet. Fill in the page you are given a link to and the brilliant team in Northern Ireland will help to get you a decent service. They even phone you at convenient times and deal with you like a human being. In short my service has been amazing ever since. The BT bill is large but you get what you pay for I suppose!
- Location
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- Location
- Staines
- Reviewing
- BT
- Date
- 2016-08-02
- Comments
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Broadband regularly goes down. I spend hours in 'live chat' or on the phone. Their call centre overseas has no ability other than to log a problem and often don't understand enough English to do so.
Their record keeping is abysmal. i'm still being chased for an account I had fifteen years ago, before I moved to TalkTalk and then back to BT three years ago.
In any other industry this company would be closed down.
- Location
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- Location
- Stanmore
- Reviewing
- BT
- Date
- 2024-02-28
- Comments
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A rip off and beyond incompetent!
We have been overpaying for sub-standard internet for years (over £60 for less than 30MB which often crashed entirely).
After having so many technician visits they have failed to fix it. Every time it goes down I get stuck on the phone for literally hours (shortest call 45min) with BT where I have to explain things over and over again, then get another useless technician booked in who often leaves us in a worse state than after the visit, so I spend more hours getting it fixed.
- Location
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- Location
- Stanmore
- Reviewing
- BT
- Date
- 2022-08-15
- Comments
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I had been a BT Broadband user up until about 8 years ago and then went over to Vodaphone for a cheaper deal, so when we moved in April I was offered a cracking deal to go back to BT. This I totally regret as I have had nothing but poor internet and customer support and now am in the process of moving to Talk Talk.
- Location
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- Location
- Stanton St Quintin
- Reviewing
- BT
- Date
- 2018-02-04
- Comments
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Being able to see a Superfast Broadband green box from my window, yet only being able to receive 0.3Mb/sec is hugely frustrating. Our BT Broadband service is intermittent at best, dropping out at least 20-30 times each day! We have complained to BT so many times, several OpenReach and contractors have visited, assessed and concluded there is a fault between us and the exchange 4 miles away but in their opinion it'll never get addressed as the main road to Malmesbury from M4/J17 will require major disruption to repair/replace the damaged areas - which apparently there are lots of!
- Location
-
- Location
- station road woodmancote cheltenham
- Reviewing
- BT
- Date
- 2016-10-06
- Comments
-
Pretty awful service.Constantly
disconnecting. Cannot use catch up TV even using Ethernet sockets.
- Location
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- Location
- stevenage
- Reviewing
- BT
- Date
- 2014-01-19
- Comments
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I moved from Virgin thankfully to BT (I used to call virgin and ask them for permission to use broadband it was so bad). BT performance has been on the button, no stupid capping, price is lower, I gave 5 to customer service, I have not used them at all in 11 months. so BT have a thumbs up from me, I gave virgin hell they were so bad !!
- Location
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- Location
- Stockport
- Reviewing
- BT
- Date
- 2019-01-20
- Comments
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I spent 8 months with a fraction of the speed I was supposed to get via Fibre Broadband plsu the hub kept resetting about 6 or 7 times a day.
The help I received was awful, they didnt send a new hub out when they said they would and kept threatening to charge me £130 to look at it.
Bought out the last 6 months of the contract to go back to Virgin just to stop the stress. Only chose BT for cheap sports but its really not worth the hassle
- Location
-
- Location
- STOCKPORT
- Reviewing
- BT
- Date
- 2018-08-07
- Comments
-
By absolutely rubbish - current download speed 0.6 mb just not good enough for anything and spending £75 a month for nothing!! Total waste of money!
do not use BT.
- Location
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- Location
- Stockport
- Reviewing
- BT
- Date
- 2017-06-05
- Comments
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We have recently had issues with broadband & so contacted the call centre to report a fault. WORST after sales I have ever encountered. The fault was reported over a week ago to which after a 1hr telephone call they appointed an engineer. He visited 3 days ago unsure why he was there as the 1hr call I had was not enough time to make any notes whatsoever. Still no broadband & no promised returned calls on the further two contacts made. The second contact consisted of a 40 minute call to establish my name & address, & only this! A complete joke!! Will be taking business elsewhere for sure. I hope nobody has to endure this pathetic excuse of a call centre but good luck if you do. Punjabi might be a good language to learn if wanting help with a technical issue.
- Location
-
- Location
- Stockport
- Reviewing
- BT
- Date
- 2017-02-06
- Comments
-
AVOID AVOID AVOID, if you value your sanity.
Massively unhappy with the service promissed one thing that i can online game without issue....im on the top infinity package and still can not even get a full game.....its a joke!
- Location
-
- Location
- Stockport
- Reviewing
- BT
- Date
- 2021-11-14
- Comments
-
Shambles of a company. I couldn`t use the Broadband due to unforseen circumstances. Bt said no problem they would send a return bag for the router and there would be no charges. 3 months and 3 phone calls later i have been charged £50 with no return bag sent. I have asked for a return address to send the kit back but they won`t give me one. Total rip off company
- Location
-
- Location
- Stockport
- Reviewing
- BT
- Date
- 2018-02-03
- Comments
-
After signing up to broadband in the January deals which came with an awards card, they saying they could take over an exsisting phone line which was great, I would have broadband in two weeks, a week later they cancelled the order and said they couldn’t as the phone line was linked to another provider which was strange as the previous owner took their provider with them two weeks prior, I rang up and was promised fast tracking to hopefully get the broadband on the original date and I could still get the deal I was promised I just had to book it through the advisor, they then hung up and I was left confused, I rang back up and none of this was possible, A complaint went in and went to the offline team to investigate hoping they would honour what they promised after listening to the phone call, I had a phone call from the offline team just to say sorry, nothing else, pointless, if you want false promises and useless staff, BT is for you!!
- 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.