3,590 Customer Reviews over 359 pages
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- Location
- Edinburgh
- Reviewing
- BT
- Date
- 2014-11-22
- Comments
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After recently moving house I’ve ended up with BT Broadband. They sent me a Home Hub which is a dreadful bit of rubbish, have recently reverted back to my old NetGear router. One of the issues I had with the BT hub is that BT seem to mysteriously do stuff to it remotely, and there is a distinct lack of user configuration tools, unlike the NetGear which the user has complete control of.
Have had major issues with their Parental Controls stuff. I have not enabled this, but every so often a message pops up advising me to switch it on, with no way of dismissing the message and getting back to the site I was accessing. I eventually phoned their help desk in India and was treated like an idiot. I said I wanted nothing to do with ‘Parental Controls’ as there are no children in the house but was told it’s a government order that all users will be hassled to switch the stuff on in 2014.
BT service levels are practically non-existent with the Indian call centres a total joke.
I keep getting letters from them advising me to move to Infinity broadband for more speed. But I’m connected to the Rose Street exchange which is not fibre enabled, and BT have no plans to do so as they say it’s not economical for that exchange.
So in conclusion would avoid BT if that is possible. If this Parental Control issues is not sorted soon I’m going to ditch BT broadband. But either way I’m stuck with them as they own the copper lines from the exchange. Sooner or later the government is going to have to bite the bullet and fund a project to re-wire the UK and provide fibre to every house.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2014-11-22
- Comments
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Absolutely appalling customer service. Had ongoing Broadband problem for months. Was told a manager would call me back on 3 different occasions. Waited in specially only to receive no phone call as promised. This is after spending a ridiculous number of hours on the phone to BT and getting absolutely nowhere. Fed up of their ridiculous repetitive scripts, complete lack of knowledge and utter lack of decent customer service. Finally taking my business elsewhere!
- Location
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- Location
- hereford
- Reviewing
- BT
- Date
- 2014-11-22
- Comments
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Bt hate customers.
Spent 3 weeks trying to get an engineer out. When I managed to book one he did not turn up. Waited another week and had a visit and was told it was fixed. In this time internet dropping out for days at a time or so slow unusable. Still not fixed. Rang call centre again who refused to request another engineer to visit as we were 'long line' i.e. rural. Had broadband for many years at this address so why can't they sort it now. They dont listen to what you say, just keep repeating the same thing. Also they gave us the option of cancelling the service( without penalty! How generous) or carry on paying for the few minutes we manage to connect. As they are the only providers in the area we have no option but to continue paying a premium price for an appalling service. Also our neighbours (who presumably have the same length of line are able to get reasonable broadband)
- Location
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- Location
- Reading
- Reviewing
- BT
- Date
- 2014-11-21
- Comments
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As of today if I do not get any satisfaction from BT I will throw they equipment out of my house. Below is some of the dealings I had with BT staff from England, Scotland, Ireland and India and still nothing sorted
I would like to invite you to a problem I am having British Telecom. On the 11 July I place an order for BT to install telephone line, broadband and TV package (included with the package I would receive £60 of Sainsburys Vouchers) as I had completed my order on line. I then contacted one BT staff on telephone number 0800800150 to confirm my order and told the young man that I wanted to bring my telephone number from virgin media with me to which he agree I could do that he also said that I did not need to do anything as BT would contact Virgin media to close my account and at the same time get the telephone number over from them he also confirm that there was a BT line at my property and a date was agreed for installation on the 24 July 2014.
On the 24th July 2014 two work men arrived and spent sometime trying to find a line into the building eventually their left and said someone would contact, but no one contacted me so I call them a couple of days later ended up speaking to number of people in India who did not have a clue what was going so having made several more calls later I eventually spoke to someone by the name of Lauren Atkinson in Sunderland who was very apologetic and eventually she told me that she would arrange an engineer to come out to me on 31 July 2014 she also promise that she would then call me back in the afternoon of 31 July 2014 to check everything was going alright I also made her aware that I would like to make a formal complaint about the service I was receiving and the cost of many calls I was having to keep to contacting BT on my mobile phone she also agree that I had made several very long calls to each time to India and I would be given back that money ( I never got that call she promised) so I rang again and asked for her and excuses were made that she would call me which did not happen. An engineer suddenly turn up on the 30 July 20014 and found the line to the building then left after saying someone will come to run the line into my property. Another engineer arrived the following week and connect the line in my property and after lots of calls to India once again I finally got my Internet connected (but it did work for several days) and the phone connected on the 10 August 2014, but no email address and I still do not have an email address at the time of writing this email to you. On 13 August 2014 I spoke to Kiera from Scotland who said she was sorry, but no one had contact Virginmedia about closing the account or transfer my telephone number and I would have to do this myself so the following day I contacted Virginmedia who confirm no one has contacted them form BT and that I would have to give 30 days notice (Kiera did say I could send the bill from Virginmedia to BT for them to pay it) On Saturday 23 August 2014 I rang BT and spoke to Alex I explain that I wanted to cancel the order due to it taking so long to complete , but he was very rude and aggressive and said if I cancel I would be made to pay for the full 18 months contract. Over the period of time trying to get BT to install all these items in my property I have made hundreds of calls to various people and not one of them have follow through or sorted out the installation or even calling me back when their said there would and you ask for them their never available to speak with me there and always some body new to speak and the same old apology I'm sorry I'm sorry but nothing ever got done I even try telling them their were doing a great job just to get proper service. I also was told that I cannot receive my £60 Sainsbury's voucher or any of my sports apps because I do not have a email address
On the 27 August 2014 I rang BT again and spoke to a female who told me her name was Colin - customer service from Aberdeen she admitted after reading some of my notes that I have been treated pretty badly, but could not tell when I would get my email address she also said I could not cancel on my bases that I believe BT has breach its own contract with me by not completing its installation agreement on the date 24 July 2014 or even now with me it also seems to me that much of BT staff are reading from scripts as every one them will say sorry over 20 times during the conversations, but it means nothing if you are not getting the service you are paying for BT has even have the cheek to start taking payment from account. Here are a list of some of the other BT staff I have spoken too since 11 July 2014 all at my own expenses Katie ( who mess up the very frist sign up) Shrey, Lav(the person who mess up email address), Jagriti, Roopa, Cas, Mikhail, Ankur, Zoe, Saawan, Sakshi, Minekshi, Tenzin, Sairon (told me he wasTenzin manager), David, Jim, Katie, Daniel, Arijit, Srinivas all said there will call me back and none have. Contact 31 August 2014 2x Soumyadipta, Aravind, Amrin, Sulktana, 1st September 2014 Viantha Kutti,subraja, 2nd september 2014 Tina( who was rude), Daniel (doncaster) I believe either David or Jim was the one who told me their would contact virginmedia to bring my phone number over and close account.
- Location
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- Location
- Glasgow
- Reviewing
- BT
- Date
- 2014-11-21
- Comments
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I have had problems with dropping connection, slow speed over the last six months. Customer service is not great. I'm fed up explaining the same problem to different people who then give me conflicting diagnosis and advice. I would encourage everyone who has similar experience to make a formal complaint, get the reference number and fill in compensation form, not so much for the compensation but to force BT to accept responsibility. Im paying for a service that they are not providing.
- Location
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- Location
- Nottingham
- Reviewing
- BT
- Date
- 2014-11-20
- Comments
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TERRIBLE TERRIBLE AND TERRIBLE STAY VERY VERY CLEAR. Internet speed slow, email account practically unusable for large periods of time - does absolutely nothing it says on the tin 90% of the time - worst service ever, connection speed anywhere between 0-1Mb most of the time, (is that not the same as the old dial speeds???????????) USE ANYONE BUT THIS SORRY EXCUSE FOR A COMPANY YOU WILL SPEND HOURS ON THE PHONE TRYING TO GET SOMEONE TO MAKE YOUR INTERNET AND/OR BT EMAIL ACCOUNTS TO WORK FROM INDIA AND NEVER GET MORE THAN A FEW OPTION CHANGES AND THEN THEY WILL 'REVIEW IT FOR A PERIOD OF TIME' AND YOU WILL START ALL OVER AGAIN WITHOUT EVER GETTING THE SERVICE YOU PAY FOR
- Location
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- Location
- accrington
- Reviewing
- BT
- Date
- 2014-11-20
- Comments
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I've had bt infinity for just over a year now and no probs what so ever.Then it wouldn't connect my tablet to net so I phone up customer services.....ha what a joke.they cant speak English never mindfix the issue.tried to contact their online help desk and got no reply.So now I've got no internet and yet they are still charging me for it.issue not solved and 1 very un happy customer.Would not recommend at all
- Location
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- Location
- Shropshire
- Reviewing
- BT
- Date
- 2014-11-20
- Comments
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Switched from sky who were reliable but too expensive. 5 weeks past connection date with BT and still no broadband. Absolutely disgusting service order timed out because it took too long on there system. Order escalated without any real improvement. As they have not fulfilled the contract I am cancelling and moving to another provider. Any provider. Steer clear of BT. Not impressed at all!
- 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
- Stourton
- Reviewing
- BT
- Date
- 2014-11-19
- 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.