3,590 Customer Reviews over 90 pages
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- Location
- Hampshire
- Reviewing
- BT
- Date
- 2017-04-14
- Comments
-
How does bt even exist!!
Signed up about four weeks ago..
Broadband and telephone working ok even though they sent me two routers....
Waited an extra few days for tbe tv box but did not appear...
I then made call after call to bt to find out where the item was only to find that tbey had cancelled it without even telling me...USELESS!!
Then again after several calls bouncing from one advisor in the uk to several overseas advisors who had may aswell spoken in german....told me they would cancel down the subscribtion and start over...
After afew more days the unit came...i have spent over fours ours this morning speaking to technical teams that speak some other language to me and have now told me that i have to wait another four days before they can fix it...
You can guess what i did after that...
Yep....cancelled everything!!
Please pleass do NOT sign up to bt....Their customer service is exactly as bad as everybody says...Virgin Media and BT are most definatly the worst ever providers..sky following close behind....
- Location
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- Location
- Cumbria
- Reviewing
- BT
- Date
- 2016-05-27
- Comments
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Poor poor poor. PLEASE DO NOT USE BT!! I started a deal 4 years ago £5/month. Since then I've had poor costumer service, poor phone and broadband connections, have had previously free packages added to my bill and direct debit without notification, if you have a connection problem/fault you get an automated service or end up spiraling to someone in India. And my last bill came to £42!!! (We only use the unlimited broadband)
Disappointed doesn't even come close. They entice you in on a seemingly great deal. Trap you on 12m/18m multiple running phone and broadband deals. Then proceed to put up the prices and tell you it's all in the terms and conditions!! I'm looking to leave as my contract ends next month but I have to give them 30d notice to leave or 14d notice to switch supplier....even though my contact ends in 2 weeks anyway (....apparently that's in the terms and conditions also, even though I won't be in contact anymore). Summary:DO NOT USE BT!
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2015-10-30
- Comments
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If I can give you one advice, please do not sign up to BT. I'm on their ADSL service, having transferred from Sky due to a new customer incentive and in hindsight one of the worst decisions I have made to-date and will be switching back to Sky the moment my contract expires later this year.
The service is unreliable in that I constantly suffer drop-outs, which is one thing, however their customer service team based in India is absolutely shambolic. Totally embarrassing and so painful to go through. If you value your time and sanity I would suggest never giving these guys a go. I did hear similar reviews prior to switching over and wished I had heeded the warnings. I have never left a review before, but the service has been so poor I felt compelled to let others know. You have been warned.
- Location
-
- Location
- near london
- Reviewing
- BT
- Date
- 2016-05-29
- Comments
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Very unhappy have complained now three times, wish i could take legal action as they are taking fees under false pretences. am not receiving service paid for and then cannot get any sort of customer service.
Change speed to router for few weeks then reverts to rubbish, paying for 76mbs only receiving 29mbs.
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2018-06-02
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2018-11-01
- Comments
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Very poor. Unreliable more time spent trying to get reconnected. Do not bother
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2015-07-24
- Comments
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Shambolic customer service. A week after they disconnected my previous supplier I am still waiting to be connected. So far 3 missed connection dates.
- Location
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- Location
- Never Never Land
- Reviewing
- BT
- Date
- 2017-10-20
- Comments
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If I could give NO STARS... I would have done.
At one time BT should for British Telecom
Today though... BT stands for BLOODY TERRIBLE
AND don’t even start me on Openreach....
Struth... this company couldn’t organise a phone network to save their lives...
BOTH Companies needs to be TERMINATED and NEVER allowed to be involved with telecommunications EVER AGAIN.....
They clearly have no idea how to run a Company.... never mind a Network... Their Engineers are about as much use a a Chocolate Fireguard....
What BOTH companies are very good at... is BLAMING THE OTHER COMPANY....
They clearly NEVER look at or act upon ANY of their Customers REVIEWS...
1Star for EVERTHING from almost EVERY CUSTOMER...99.9% of folks think you are CRAP....
WHEN IS OFCOM GOING TO STEP IN AND REMOVE THEIR LICENSE?
They are a SHAMBOLIC EMBARRASSMENT TO BRITISH TELECOMMUNICATIONS PROVIDERS....
PLEASE NOTE:
MY REVIEW IS NOT 1 STAR - IT IS “ZERO STARS” on ALL COUNTS
- Location
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- Location
- North Manchester
- Reviewing
- BT
- Date
- 2015-10-23
- Comments
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Cant really comment on speed and reliability as I am trying to change from sky to bt , but they way I was treated by the customer service people I am now in two minds. The appear to thing everyone knows everything about computers ,tv`s and the packages they offer, I only wanted a bit of advice, but it may be that bt are making too much money to worry about customer satisfaction , ah well sky will be happy
- Location
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- Location
- Essex
- Reviewing
- BT
- Date
- 2017-11-27
- Comments
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NEVER JOIN BT!!!
0 Star Service!
I have been with BT for a few years now and the WiFi always worked fine until about a year ago.. the WiFi started being really slow but took no notice of it until 2 months ago when I had to reset my hub every day for it to work. In the past 2 months I have been on the phone to BT about 30 times.
They have run checks on the hub over the phone, said they’ve fixed it from there end. It then worked for about 2 days and completely stopped working again.
Then called again, they decided to send us a new cable because apparently that would help the problem, did not help the problem at all.
Then of course, call AGAIN.. They finally sent an engineer out, they gave us a new hub but said there is a problem with the line outside and that another engineer will come out to fix that later on the same day... Guess what, no engineer turned up.
I called BT again, they re-arranged another engineer to come the following day... no one turned up
Phoned yet again, they said an engineer is coming ‘tomorrow’ the engineer finally turned up to ‘fix the outside line’. The WiFi didn’t work until 2 days after, I had so much hope thinking the problem would be fixed. After all of this our WiFi worked fine for 3 days, on the 4th day it was back down again.
Whenever I’ve been on the phone to people they’re useless, they don’t even offer a discount on your bill considering your paying each month and revieving NO WIFI at all!!!
They are a joke and they don’t take you seriously at all!!
- Location
-
- Location
- HP6 5RT
- Reviewing
- BT
- Date
- 2015-03-08
- Comments
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BT Infinity - As I write this I'm getting ping response times in the many thousands of ms from google.com and download speed of less than 1 mb, I believe I'm paying for 36 mb ish
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2016-04-27
- Comments
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The worst customer service in history! First, the order was messed up. This delayed the installation by 2 weeks! Then the engineer did not show up on my day off that I took specifically for that!!!!!!! Then I was 3 hours on the phone to find out what happened! Them they refused to schedule an appointment for a more specific time! Then they forgot to send me a confirmation of a new date! We are ready to take a legal action!!!!!!!
- Location
-
- Location
- Reviewing
- BT
- Date
- 2016-08-20
- Comments
-
DON'T GET SUCKERED INTO ONE OF BT'S DEALS! I signed up for £5 broadband and £17.99 line rental for 12 months starting in September 2015. In July 2016, they increased the price to £6.10 broadband and £18.99 line rental. When I complained, they told me that they can increase their prices at any time. I seriously doubt the legality of this trick; if you advertise a product at a set price for a set duration, surely the company is legally bound to honour the advertisement or allow you to leave the contract without "contract termination charges"?
- Location
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- Location
- Glasgow
- Reviewing
- BT
- Date
- 2015-06-28
- Comments
-
I have been with BT for 6 years and I am moving home at the end of June and i read on the internet about giving notice to BT one month before when moving to avoid extra charges
On the 9th of June i phoned BT asking to stop my contract at the end of the month. I confimed twice with the customer service saying i was moving out on the 30th and i needed the landline till that day, he assured it was ok and i wrote everything down.
I immediately received an email saying i was getting disconnected the day after.
So i promptly called back saying i didn't want to be disconnected the day after, they said there was nothing to do and the disconnection was on the way and there was nothing to do about it.
I begged to keep my connection as i need internet for work they ammitted their fault but they said there was nothing they could do.
The day after i got disconnected by BT and that was my landline and broadband gone.
I called BT several times and they said i would have been reconnected the day after, 3 different people assured me i was going to be reconnected, but nothing happened.
After 2 days i called back and they told me i would have to wait for the following week to be reconnected.
After that call i received an email saying i was subscribing a new 12 months contract and the reconnection fee was 50 pounds. (!!!!!!) I never asked any of that.
When the week after i finally got reconnected the internet wasn't working and i put up with being with no internet for 20 days waiting to move out. I just gave up talking to them.
A special mention goes to the customer service department, all they do is:
- asking your details
- asking to hold on while they check
- transferring your call to someone else
- asking your details again (since the new speaker doesn't know anything about you)
- asking you to hold on again while they check
- transferring you again or lying and saying everything is ok.
They have been lying to me so much about everything, the timing, fees, procedures, speaking to customer service is pointless or actually bad for you because they create troubles instead of sorting them out.
Conclusion:
- if you speak to BT the only communication you should aknowledge is the written one you receive by post or email.
Everything said on the phone is unreliable.
- if you want to cancel BT, just tell them the day before, they don't need any notice, they will charge you anyway 43 pounds for the disconnection, unless you cancel at the end of your 12 months contract.
- If you can, avoid BT at all costs.
- Location
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- Location
- Leamington Spa
- Reviewing
- BT
- Date
- 2016-09-01
- Comments
-
- Location
-
- Location
- Craigavon
- Reviewing
- BT
- Date
- 2016-11-15
- Comments
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Went back to BT in March 2016, we live beside a BT exchange, were paying the higher price to get a "quicker" broadband service. I had complained every other month to them. The speed of the broadband never changed, even with one person in the house, simple things like going on facebook was near impossible! They had verbally told me on the phone when I returned to them that I would not be tied into any contract with them. This again was revoked when I left them this month due to disgustingly poor internet service and came up with all sorts of "get out clauses". Even though mine was I was not paying for a service that I was not getting! So, now have to pay £148 to get out their contract plus return their equipment, which I thought would be included in the monthly charges? But I would NEVER, EVER again touch BT with a barge pole, and have already told loads of people in the large company I work for about my experience, which has definitely put a few people off BT!!
- Location
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- Location
- Broadstairs, Kent.
- Reviewing
- BT
- Date
- 2018-06-04
- Comments
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The week before I reported my issue with BT on the 21st of May I was experiencing slow internet, and constant dropping of internet. The internet was dropping out of connection constantly, and when connected was very slow. The dropping out meant that we could barely use the internet to do anything but browse internet at times. The internet was absolutely dreadful.
After we finally reported the issue I encountered the worse customer service I have ever experienced. I first used the online BT Live Chat where I had been talking to technicians about my issues, and how to solve them. The problem was, the technicians were constantly closing the chat and ending the conversation before I got anywhere.
Eventually I get through to someone decent and have an engineer booked for the 22nd, which is great. But the engineer comes out and finds nothing wrong with the internet in the house, and tells us to ring up BT and tell them this. We report this to BT and they tell us they will have ‘higher-ups’ look at the problem to try sort it out, after waiting two days. They tell us when they are going to ring, but it is a time we cannot do. But we cannot rearrange the call because texting is going to charge us money. So, we try to be free around the time, but cannot get to the phone after they ring twice. And tell us they will ring the next day. This time we can be at the phone, so on the call, he tells us that the technicians are still looking into the problem.
Eventually, they agree to send out another technician and on the 30th of May, from 1pm – 6pm. They completely just miss this appointment and do not inform us of why. We then get a ring the next day to rebook the appointment on the 2nd of June, the engineer then comes in and finds three different faults with the hardware in the home. Which I don’t know how the first engineer didn’t find.
So, after this terrible experience for a service we are currently paying for £70 a month for, and it not being usable for more than half the month, BT ring up to discuss compensation and offer £14 for the fault and another £5 on top as a goodwill gesture. This is an absolute joke of a refund, after nearly 3 weeks of unusable internet and then horrendous customer services £20 is nothing.
We will certainly be looking to cancel our BT contract as soon as we can and would advise no-one else to get a contract with them.
- Location
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- Location
- East London
- Reviewing
- BT
- Date
- 2011-07-26
- Comments
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BT is terrible! Been on it for years with a up to 8meg package, 10 GB max bandwidth and my local area with bt is 3mps, while my actual speed with bt is 1-300kbps! I've contacted BT on many occasions but they ignore me and tell me it's my fault, my problem... even when I moved house, changed equipment etc - BT sucks! Stuck with a terrible connection, their customer services are the worst and atm the connection drops out A LOT! Worst time was keeping disconnecting and reconnecting constantly for hours - so no connection! My opinion, DON'T USE BT! Unreliable, slow speeds, bad customer service and overall ... bad!
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2022-04-21
- Comments
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Terrible customer service. Our internet hub doesn't work properly (BT's fault not ours). In the past to fix this error they would send us a booster plug in, but now they're saying that having a broadband with them only guarantees that you'll have internet service in only one room of the house. And if we want internet service in more than one room we have to pay extra. Shocking customer service.
- Location
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- Location
- Cornwall
- Reviewing
- BT
- Date
- 2020-11-28
- Comments
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I would not recommend BT to anyone. What should have been a simple and easy case of transferring my existing account and service to my new address when I moved house has been an absolute nightmare. They cancelled part of my order on my moving day took over two weeks to put the new order through (leaving me without a working landline or internet service for a number of days), billed me for an increased tarrif at my old address account after I'd moved out, assured me that they wouldn't debit my account for this incorrect bill but did anyway, they've also set my new account up on a higher tarrif then originally agreed, and have ignored my last six emails to the Home Moves Team trying to get this all resolved (who'd promised me a call back two weeks ago, but who still haven't called me). I've also spent hours repeatedly on hold also trying to get through to someone to get it sorted (I'm currently on the phone to BT in a queue and have already been on hold for over an hour this morning). I've lodged complaints which have not been dealt with, and this is still dragging on six weeks after first advising them of my house move. Absolutely unacceptable way to treat their customers! I'll be raising this with the Ombudsman if BT don't get it all sorted out soon. If you're thinking of moving to BT I'd advise you to avoid at all costs, I'd really wished that I'd just switched to a new service provider when I moved house!
- Location
-
- Location
- Leeds
- Reviewing
- BT
- Date
- 2021-02-06
- Comments
-
Moving over from Sky fibre broadband to BT FULL FIBRE BROADBAND would be easy I thought, as I was promised minimal disruption. Instead, BT have left me with no internet connection and no phone line for almost a week (and still counting). My wife and I can’t work from home (I am vulnerable), kids can’t be homeschooled, parents can’t call us. Add to that we can’t access our Netflix or Amazon accounts. This is most likely the WORST CUSTOMER EXPERIENCE of my life. I have had to buy a mobile Wi-fi dongle and data card at nearly £100 to give me something in the interim. Gave one stars only because the system didn’t allow me to leave zero. Can I go back to Sky...?
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2023-03-05
- Comments
-
BT services is soo poor, even the customer services. They don't even know what they're doing. Few months ago I ordered the broadband and their engineers were unable to
connect it. As a result they send me a minihub which was very useful, and I signed up the contract with £15 per month. It was going ok, so far for 2 months till yesterday when they cancelled it. They didn't send any email notification or sms or even a call, just the service stopped suddenly. Their excuse, after I called them was that they can not provide a minihub service without having a broadband with them. This was the terrible, unhelpful answer from customer service. I'll never go with this company again, poor service, useless and uninformed customer service...
- Location
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- Location
- Glenburn Paisley PA 2 8LJ
- Reviewing
- BT
- Date
- 2013-08-04
- Comments
-
We have been BT customers forever yet when I terminated the useless unwanted wifi with no signal, BT never consulted me about continuing with our Basic Broadband tel service ...low usage for my disabled brother Vaughan W. Evans . Instead without asking what service they cut off wifi which we wanted ...but NOT our regular Basic Broadband tel only that we've had for years and years paid through Direct Debit. My brother's Emergency Alert Alarm no longer is connected and that company say they can't connect us up again. ...it is the error of our provider BT. We are desperate now without a phone for all the services that are part of the NHS network . The house is DEAD now without any rom of communication. IMMEDIATE HELP IAS REQUIRED BY LAW FOR AN AILING DISABLED SENIOR . I AM THE VISITING SISTER STANDING BY AND WILL WAIT FOR YOUR CLL RE CONNECTING THE PHONE AGAIN.
WE BOTH ARE WITHOUT A CELL PHONE AND KNOW OF ANYONE IN THIS NEIGHBOURHOOD WHO CAN BE OF ASSISTANCE TO MY BROTHER AND ME .
- Location
-
- Location
- Norwich
- Reviewing
- BT
- Date
- 2017-04-03
- Comments
-
I've been with BT for years but have only recently taken over paying the bill. I got a fairly decent deal last year and the service was reliable to after some too-ing and fro-ing between them and Virgin, I decided to stay put as I rely heavily in the internet to work from home and I didn't want my internet to be restricted.
So they offered my an ok deal for Infinity 1 - more than I had but as I couldn't previously watch films on normal broadband, thought it might be worth the upgrade. So.... the internet is Worse, Cuts out or just drops off at least once a week. Wifi sometimes default to the free public BT-Fon internet as that signal is actually Stronger. Complained once and the guy said he would reset/clear something or other and it got a little better, but now I do a speed check once every few weeks and its nothing like I was promised.
To top it all off I have noticed on my bill that they are taking £60 a month from my account instead of the £30 on my contract. And to reduce that £30 even more I paid £205 line rental upfront. So not only did they take the upfront line rental - which meant I should only be paying about £13.50 a month now they are taking £60 a month. That's a monthly overcharge of £45. They are taking more money than I have authorised and are also double charging me. I feel robbed and definitely wont trust BT again. BEWARE!
- Location
-
- Location
- Leominster
- Reviewing
- BT
- Date
- 2016-03-18
- Comments
-
Appauling isp. Our download speed was deliberately reduced in May 2015 from 0.9mb to 0.3mb and now we only have an infrequent connection. BT and their pals Openreach and the Ombudsman are all in cahoots and blame each other. So much for the governments promise of highspeed broadband for all - feel as if we live in a third world country.
- Location
-
- Location
- Northumberland
- Reviewing
- BT
- Date
- 2016-05-03
- Comments
-
We changed from sky to BT. BIGGEST mistake! Half the equipt didn't turn up in time, so 2 engineer appts had to be made. Now the broadband is sooooo slow. Can't get half the channels. Customer service has told me to check google to see signal strength. Something I thought they would do prior to ordering the service.
They just want yr money and do not care if things are not right. Do NOT go with BT infinity !!!!
- Location
-
- Location
- Wokingham
- Reviewing
- BT
- Date
- 2018-08-19
- Comments
-
Our whole experience with BT has been terrible 6 weeks to get connected, countless calls to customer service, been on hold for countless minutes 55 minutes one day!! Miss informed, cut off, passed to 5 different departments. Finally up and running, we have fibre but it drops off. TV package is a joke wish we had stayed with sky
- Location
-
- Location
- Co. Durham
- Reviewing
- BT
- Date
- 2014-11-25
- Comments
-
Have had BT Infinity 1 fibre optic broadband for a while now and never had any problems with it, speeds I am getting are comparable with Virgin and wi-fi has been more reliable. Customer service has been good too when I've had need to raise a query.
- Location
-
- Location
- Dundee
- Reviewing
- BT
- Date
- 2017-02-07
- Comments
-
Shocking customer service! having major problems with my phone line and internet and youview box paying for a device that is not working reported fault numerous times had an engineer sent out, who told me the previous engineer had not fixed the fault properly when he left the fault seemed to be resolved but now 3 days later back to square one again tonne told by a very cheeky customer service advisor from the call centre in India I may have to pay £130! I refused to accept this as clearly it's a fault with BT and there engineers have not fixed the fault in the first place so am now currently waiting on a manager to call me back just getting sick and tired paying for a service I'm not being provided with!
- Location
-
- Location
- Oxford
- Reviewing
- BT
- Date
- 2022-02-03
- Comments
-
BT credited our account for a day outside their service visit
Thank you BT . Service we experienced was excellent. I suppose this is why we moved away from Virgin. Victor
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2016-07-27
- Comments
-
I have been a BT customer for over 10 years (service was okay - not brilliant). It is only today that I had enough.
I will have to pay to have a new router and Freeview box (had them for 5 years now) - new customers get them free.
Its not bad enough that we don't get the same great rates as new customers (my broadband was £20.00/month more expensive than new customers, and that when you do get a better deal they increase the price 1 month into the new contract.
Having contacted them I was told they sent me an email 2 months ago announcing their increases (this email I never received - "must have gone to junkmail"). So I lost out on my free cancellation period.
Now I have been told I have to pay £270 to cancel my contract.
I find this whole matter galling - so I will stick out my contract - but will NEVER EVER again be using BT. Looking into changing the service at work as well. Lets see how much they want to charge for that.
- Location
-
- Location
- Peeblesshire
- Reviewing
- BT
- Date
- 2018-03-21
- Comments
-
If I could give this company 0 stars I would.
The treatment of my family has been absolutely diabolical. They have admitted time and time again that they missold policies to my elderly parents and yet months on, despite my efforts nothing has been resolved. My family live in a remote area and without landline communications, they are completely without any form of phone or internet. This is very distressing for elderly people as well as constant harassment from different departments of BT demanding bill payment, despite the complete admittance of fault from BT. As a medical professional, if this was a small company, this would be considered a safeguarding issue, exploiting elderly people. I am absolutely appalled. If only my family lived in an area where they could get Virgin service. If you can be with an alternative company to provide your communications then I urge you to do so. This is a large corporation taking advantage of the public. I would like to know how many other people have been missold tariffs and are in a similar situation.
- Location
-
- Location
- Kensington
- Reviewing
- BT
- Date
- 2019-10-18
- Comments
-
We have received help from Tyrone both yesterday and today. He was very devoted and exceeded our expectations. He fixed an internet issue that we have had for a very long time and went the extra mile as he came in extra early the next day and made sure the problem was fixed.
Many thanks from Bective Leslie Marsh team at Kensington.
- Location
-
- Location
- Cambridge
- Reviewing
- BT
- Date
- 2015-02-16
- Comments
-
Firstly, service, in one word, is PATHETIC. BT took a sweet 20 days to put up the line. And the line did not work! They took another 7 days to fix the problem.
The speed was excellent. It worked without problems for exactly 2 weeks. After that, the disruptions began. The modem would stop working every 15 minutes to two hours, for 15 seconds to 3 minutes, at random. This basically means that you cannot stream movies without having interruptions at random. You cannot VPN into office without having to go through the trouble of reconnecting at random intervals.
Then comes customer support. Support folks are mostly a friendly lot with intentions to help. Though the intentions rarely translates to actual proper, satisfying resolutions.
I took the connection because of the speed and unlimited service, but little did I know that the advertisement not mentioning an uninterrupted service meant that the service would be as pathetic as it is!
I would rather go for lesser speed with download limits than continue with such a horrible service, but unfortunately, they want me to pay a discontinuation fee of some sort. I think I might take this to court since there are many ongoing, registered complaints regarding this.
The saddest part is that this is my first experience in the UK, and I am thoroughly disappointed because the so-called "Third world nation" that I come from, offers much better service, reliability, customer service! So much for the British experience..
PS: No nationality based offense meant. But the BT service so far, is what it is.
- Location
-
- Location
- Dartford
- Reviewing
- BT
- Date
- 2018-05-15
- Comments
-
I had been with BT for 5+ years. Their service was alright as long as you paid them. When I tried leaving them they threatened me with a £400 fine. I pleaded with them saying that the only reason I am leaving them is because their Internet broadband is very slow in my new property after I moved house. They refused to listen. They constantly threaten over the phone. I have now opened a case with the ombudsman. I have learnt that it takes 8 weeks before Ombudsman opens a case against BT so I am patiently waiting without giving up. I have since moved to Virgin and their internet connection is so fast! Wish I had moved away earlier.
- Location
-
- Location
- Bexley
- Reviewing
- BT
- Date
- 2018-04-26
- Comments
-
I have been with BT for over 8 years. My issues began when I tried to leave them. They threatened me with a £400 fine for breaking contract. In the end I had to write to the top officials in BT to get my contract cancelled without a fine. I am with Virgin now and a much happier customer.
- Location
-
- Location
- LONDON
- Reviewing
- BT
- Date
- 2017-06-10
- Location
-
- Location
- Stroud
- Reviewing
- BT
- Date
- 2021-04-30
- Comments
-
Only been with BT for one month and it's been the worst experience having to deal with their incompetence.
We had to settle for ADSL initially as fibre wasn't available even though the cabinet supported it due to limited capacity. We had to wait nearly 3 weeks for an OpenReach engineer because BT claimed that there wasn't a line going into the property even though the previous occupants had Fibre 2 with BT. Unsurprisingly, the engineer informed us that there was already a line going into the property.
In the interim, we were mis-sold their Halo Hub which should have got us online until the broadband was activated however the connection was unreliable due to EE's coverage in our area and consistently dropped out. We asked to cancel it but were told that we'd have to cancel the whole order and risk another 3 week wait for the OpenReach engineer. They advised to wait until the order had completed before cancelling. When we finally got online, we were told that we couldn't cancel the Halo as we were past our cool-off period even though we'd specifically asked for them to make a note when we originally requested the cancellation.
Fibre 2 is now available to us however they claim that we can only upgrade to Fibre 1, or Fibre 2 with Halo for an inflated cost because we're currently in contract even though Fibre 2 is available to new customers for a reduced cost.
We raised a complaint and were told that we'd get a call-back on 2 occasions but were never contacted. BT claims that complaints are handled by a 3rd party who are not employed by BT so they have no control of when they get in touch.
We're still no closer to receiving the service we require from BT, nor do we have any confidence that we'll ever receive it.
- Location
-
- Location
- Greenford
- Reviewing
- BT
- Date
- 2017-08-18
- Comments
-
Worst broadband ever. Their customer service is a joke. I have called them 19 times in 6 months its like they dont talk to each other as I always have to tell them the whole problem again. I have had problem after problem and its only been a year
- Location
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- Location
- Wokingham
- Reviewing
- BT
- Date
- 2018-04-30
- Comments
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Rubbish services, it wasn’t like this before 4-5 months (at least broadband speed was good), suddenly their broadband service is degraded; customer service of complaint & technical teams - I had worst experiences from them. They just interested in closing open tickets, the funny part is - their website test always show your connection is stable, (just imagine when your connection is dropped you will not be able to perform test so you can’t test and when you are on, you will test and it always show stable connection!!!) i am having broadband connection dropping issues from last few months and they are not able to fix it after so many complaints (i have many complaints raised!!!), official complaint also doesn’t make any difference to them, recently i have called them to cancel service and told them i am moving to another service provider, the person whom i was talking was only interested in telling me how other service provider is not good rather than listening me what problems i am having and how to resolve it, the reason i think they are not losing anything so they don’t care about customer. And if this is the attitude they have I rather take 2nd grade broadband services from other service provider that listens and care about customers rather than arrogant provider like BT, and I am sure there will be many-many customers who will think this way and one day BT will feel impact.
- Location
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