3,590 Customer Reviews over 90 pages
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- Location
- Horsham
- Reviewing
- BT
- Date
- 2014-04-25
- Comments
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I'm currently with BT and have nothing but problems with them, I'm on a upto 16mb unlimited anytime calls package even tho my line is only rated upto 8mb and for the last 3 months im only receiving 1mb at peak times so I complained to them that in itself was a horrible experience, I was told im on a congested exchange and they would see if anything can be done, nothing has been done and since Wednesday morning this week I've had no broadband at all from them, so I spoke with a BT mod and he said he cant do anything until 9th may when a new update will take place, so I said I want to cancel my account then and he flatly refused to agree to it so im kind of stuck now and find it unbelievable that this can happen with-in the British law system.
I understand that every area and exchange will differ in its output, but BT have spread themselves very thin and as a result there is a massive number of congested exchanges, so at peak times 6pm - 11pm and all weekends you will be in the slow lane.
They are not easy to contact and once you do get through to someone you can understand they are bordering on being rude and sarcastic.
If you try and be herd via their forums then forget it as they have that base covered also,
They move your post around in their forums to suit themselves and to hide your complaints with-in a web of old post.
They also use India call centres that will send you mad if you ever do have to phone them.
The worse thing I ever did was to let this cowboy company be my isp. all they provided me with was a headache and frustration.
- Location
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- Location
- East Anglia
- Reviewing
- BT
- Date
- 2014-04-24
- Comments
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I have been looking to change from BT to another provider as BT charges are very high, but after reading other reviews on other providers I will stay with BT. Never lost a connection, speed is very fast and found the customer service Dpt. (in India) very helpful, yes they did take the trouble to phone me back to see if all was O.K.
- Location
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- Location
- Nottinghamshire
- Reviewing
- BT
- Date
- 2014-04-23
- Comments
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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
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- Location
- London
- Reviewing
- BT
- Date
- 2014-04-15
- Comments
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I placed an order for BT phone and infinity as I decided to move back to them from Sky. I was told everything would be up and running on 14th April.
My phone has transferred over but nobody had the courtesy to tell me that there was a problem with the Infinity. I used their contact form to contact them with my order reference etc and got a reply saying it would take 10 days to reply to me. They then sent an actual reply saying I had to call another team as the digital team don't deal with orders. Why ask me to fill out a contact form then?
I phoned them and they say that the engineers can't fix the fault at the exchange until Friday as they don't have the part they need. BT don't have a spare part for their own exchange?? So the rest of the week without internet and they say that they cannot do it any sooner than Good Friday. I wonder if they actually will sort it out on a Bank Holiday. I'm furious with the lack of information on their order tracking system. If it says "delayed" then at least explain why, without having to call and wait on hold.
If your phone and internet works then do NOT move to BT. They are absolute jokers - and not the funny kind. I wish I had just stayed with Sky. BT are a total waste of time.
- Location
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- Location
- Exeter
- Reviewing
- BT
- Date
- 2014-04-11
- Comments
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It was all great for about 3 1/2 years, and then we began to have problems. I believe this was in no small part to your "upgrade" of the BT Vision service. What a disaster! As well as BT Vision service developing problems, our Broadband service began to drop out frequently. Having requested a new BT Home Hub for weeks (as it was clear we have a Broadband problem for months) a nice sensible lady, Bandita, has at last agreed that we must have faulty a Home Hub (Version 2.0 from 2010), and is sending me a new one. Too late dear BT, I have signed with Sky having complained to you on numerous occasions about the Broadband service AND the BT Vision service, to no avail. Whilst BT, last week, upheld a complaint about the wrong advice I was given by BT over the telephone (BT complaints having listened to a record of a conversation I had with one of their "advisors"), BT refuse to make any offer of compensation. Well, dear BT, I guarantee you are going to either spend a great deal of time, and/or pay me at least £60, as I'm taking my complaint to your regulator. BT have failed to provide the service that I have paid for, and have failed to train their team of advisors sufficiently to deal effectively with issues from customers. I have spent many hours in total on the telephone to BT, politely trying to get you to do something. I would much rather have spent my time doing something more productive. BT - you should be ashamed of yourselves!! I'm glad to leaving you.
- Location
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- Location
- Devon
- Reviewing
- BT
- Date
- 2014-04-08
- Comments
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BT Infinity installed Dec 2013 & there is never a week that goes by we're we have no Broadband & to top it all for the last 2 days hourly breaks were the broadband has failed to work...BT then say we have to pay for an engineer to come out and check the sockets etc....What a joke ... Customer Services leave a lot to be desired!!! Now thinking of leaving BT.....
- Location
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- Location
- Essex
- Reviewing
- BT
- Date
- 2014-04-07
- Comments
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BT is the worst service I have ever used. Over the past 3 months we've been getting broadband speeds of a maximum of 10mbps and a minimum of 0.01mbps - both of which will occur in 5 minutes of each other. After spending many hours on the phone and going through the same useless and redundant 'restart the hub' process we finally got an engineer sent to us - who assured us there were "no problems" and was gone in 5 minutes. Their customer service is appalling with a woman even hanging up on us whilst we were mid-discussion - not to mention the people we couldn't understand as they're all based overseas. I would rather pay double the price we're currently paying and go with someone else rather than BT but as they're unwilling to cancel the contract we have with them it looks like we're going to suffer till next year.
My family and extended family have all been told of the issues we've been having and i can assure you that BT have lost customers for life because of it.
- Location
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- Location
- York
- Reviewing
- BT
- Date
- 2014-04-06
- Location
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- Location
- bridlington
- Reviewing
- BT
- Date
- 2014-04-04
- Comments
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Thought i would put this here so nobody gets BT it is horribly slow
- Location
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- Location
- london
- Reviewing
- BT
- Date
- 2014-04-03
- Comments
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Worst service ever and very deceitful....was told I could access my service anywhere in the world via their links to FON etc internationally. Having traveled to USA, Africa, Middle East and Europe I have never once been able to receive the service... I still have to rely on my 3G with Iphone which is very expensive....complete con...!!! Don't sign up with them..! I wont be renewing my contract.....ever again..! this brand is damaged beyond repair and will take several generations to regain consumer trust.
- Location
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- Location
- Keighley
- Reviewing
- BT
- Date
- 2014-04-03
- Comments
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Fail to understand how a company this remote from it's customers, and expensive still exists. May as well be Bangalore Telecom, and why is it only when We've had enough and leave are they suddenly interested and the ability to deal with someone feigning empathy and caring comes in to the equation. Never again. Too expensive and too lacking in caring and customer service. Now we have left, somehow they say we have placed an order for 12 months telephone contrct, which we certainly did not. The explanation behind this when we contacted them made no sense and i'd question the legality, never mind the morality behind it. Never again, even leaving them is like getting rid of a bad smell that hangs around
- Location
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- Location
- Keighley
- Reviewing
- BT
- Date
- 2014-04-03
- Comments
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Incredibly rude and unhelpful customer service, extra charges for services I was told would be free. Cannot express how much you would be better off with any other company. I joined them because i wanted broadband for my children s school work i also got land-line, they joined me with no problem but after the first month they got the bill and when they'd received the bill they suspended my broadband and land-line for 2 weeks, caused me so much trouble, id advised any one with children to never join BT because its a completely terrible service!
- Location
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- Location
- Dorking
- Reviewing
- BT
- Date
- 2014-03-31
- Location
-
- Location
- Midlands
- Reviewing
- BT
- Date
- 2014-03-25
- Comments
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Customer service is abysmal. They signed me up for packages that I did not request THREE SEPARATE TIMES in twelve months. Contacting them is a nightmare so I presume they think most people will give up and accept the unasked-for charges. Their support staff seem to not care one jot. A deceitful firm in my experience.
- Location
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- Location
- Ilford Essex
- Reviewing
- BT
- Date
- 2014-03-25
- Comments
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Dont bother with infinity, the service is awful, the line drops all the time. In 6 months I have called the tech team over 30 times, had more than 10 engineers who fix the so called problem and 48 hours later the same problems occur. Slow wifi, dropped connection or no connection. Customer service is non existent, impossible to end contract even when service is no good. Please, i beg you, go with Virgin
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2014-03-25
- Comments
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Absolutely useless and unprofessional company.
I was moving into a property and needed broadband working as soon as possible due to work requirements, so I called over two weeks in advance to make sure everything would be set up in time.
Received a call from a bored sounding women two days AFTER the date I'd been assured to tell me the service would be ready in another ten days. When I tried to complain I got cut off.
Called back, got through to a bloke who obviously did not care in the slightest, and was informed my service was delayed because the previous tenant told them they couldn't stop the service yet. Why the previous tenant had a say on my service I still do not know.
Asked for broadband to be turned on the same day as the phone line, was told it's not possible. I work in networking, it's definitely possible and only takes a couple of minutes to do.
Said I would like to cancel my order due to the poor service and received a happy "ok". No apology for bad service, no compromise on delivery times to get me to stay, nothing.
Shockingly bad customer service from start to finish, false information provided, no form of reparation or compromise offered, all-round unpleasant to deal with.
- Location
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- Location
- Devon
- Reviewing
- BT
- Date
- 2014-03-17
- Comments
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Would like to comment on reliability and speed but have been waiting over 6 weeks for them to even get a phone line connected. Hope their broadband is quicker than their engineers. Getting through to customer services is a nightmare, kept on hold for ages before being answered, obviously on my mobile phone. Rubbish service!
- Location
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- Location
- Ashton Hayes
- Reviewing
- BT
- Date
- 2014-03-13
- Comments
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Beware of BT. I live on my own and I have had no phone now for over two weeks. They text you with an appointment and then they do not turn up. The staff do not tell the truth to customers. My health has been affected by the way they have dealt with me. Sadly I have lost my mother unexpectedly and she was on a 24hour care system whilst I worked full time so that I knew she could get help if she needed it . Yes they will leave people without contact before they will fix the problem. Terrible firm to deal with even if you pay your bills by direct debit. Papers here I come with my story.
- Location
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- Location
- North Dorset
- Reviewing
- BT
- Date
- 2014-03-10
- Comments
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Originally swapped from a poor broadband service provided by Orange which was unreliable and slow. BT offered a 'professional service' with the home hub 3 which professed to not disconnect at every opportunity, sorry to say we are lucky to get 15 minutes of uninterrupted broadband over the day. Technical assistance from BT's 'technical' department MIGHT be good if English wasn't their second language, infuriating at best and equal to our previous unreliable and slow Orange service.
As a note the free BT sport isn't supported on our smart TV so had to pay to view the so called free package only to view Moto GP, if you're a sad viewer of overpaid footballers you'll be in your element, boring football and more football, another poor service.
- Location
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- Location
- Adlington
- Reviewing
- BT
- Date
- 2014-03-09
- Comments
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Horrendous"service". No broadband for 2 weeks. Constant phone calls to try and get it sorted. Promises of "some one will call you back". Believe me - that never happens. Been on now for 3 days and told Im going to exceed my allowance. Worst decision I ever made to move to BT. DON'T BE TEMPTED. JUST DON'T DO IT!
- Location
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- Location
- Co Armagh
- Reviewing
- BT
- Date
- 2014-03-08
- Comments
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BT ARE THE WORST COMPANY I HAVE EVER CAME ACROSS, They are robbers and don't care , I was sent a bill for one months rent of £98 pound within 3 days I got a reminder with a different quote this time for £158 pound, which I paid straight away without question, which I should not have paid, why was this amount put on top, ringing is no good to these people as its run by talking machines, well my contract is up 1st july and I can not wait, and I wont be paying another penny either, £158 pound for broadband and 19 calls on my phone, shocking, if everyone just didn't take their crap and left, they wouldn't be able to RIP people off, only indian call centers and no disrespect but if you are a bit deaf like me sometimes its hard to take in all they are saying ,I will NEVER in my life EVER be a customer of bt again one greedy rubbish company I am just sorry I paid £158 pound yest, after they got payment they restricted my broadband for almost 48 hours, my daughter had to ring several times and almost beg to get it turned back on again goodbye BT,good riddance robbing pensioners of all the money they have 19 calls and broadband £158 for I month.....
- Location
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- Location
- Oldbury
- Reviewing
- BT
- Date
- 2014-03-08
- Comments
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BT Broadband is amazingly bad. I used to be with Sky and never had any issues with my broadband, I wish I never changed. I can't stay connected to my broadband for longer than an hour at a time without it cutting out, the diagnostic tool is just there to waste your time asking you stupid questions and not resolving anything and the customer service is just dire. Each time I've complained they just send me another HUB, blaming the problem on that but it still persists. I've never been so frustrated, I'm stuck in a contract with them but as soon as it ends I will be going straight back to Sky. Please don't get your broadband from BT unless you want to be paying for something you will only receive temporarily.
- Location
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- Location
- Southampton
- Reviewing
- BT
- Date
- 2014-03-04
- Comments
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Setup was a nightmare. Utterly horrid. I have never been so stressed before in my life. Despite giving all advanced warning installation only started 2 days after at which point we were informed (after being on the phone for over 2 hours and being transferred to and from 3 different call centres), from the technical support suggesting that I go out and purchase an old fashioned telephone to test the line from my socket to their exchange.
They couldn't make it any faster and it was totally stressful especially with my wife needing internet to study from home in the middle of moving house.
We also had this idiotic broadband talk which was never properly explained to us and seemed to half work and which I asked to be turned off - with the lack of paper bills it was only recently that I noticed that this was *still* being charged for despite my request.
However, speed is good. 18meg/20 consistently, occasionally connection cuts out requiring a hub restart which is a bit annoying. It's fine now, after setup, but the whole process reflects poorly on their customer service. My wife hates the random cut-outs and wants to switch to virgin but their customer support isn't much better.
- Location
-
- Location
- Enfield
- Reviewing
- BT
- Date
- 2014-03-04
- Comments
-
I thought my case was bad and made me angry. Having read most of the comments here, I was kind of the 'lucky' one. I am so far, happy enough with the technical side of the services. The area that I am not happy about is when contacting the customer services. There was no help in anyway, basically they just want to say "this is it, take it or leave it". As an existing customer for almost 30 years, I thought I was loyal, I have never asked for anything eg discount, I pay my bills on time every quarter all these years. But when I decided to upgrade our broadband to infinity 2 (not having it install yet) I will be paying more than a new "valuable" customer, no discounted few months offer etc. I was on the phone to BT to sort out some internet problems to start, and was decided to have it upgraded after a long chat with the engineer, I complaint about not being told of some of their offers which I could have had (this was when I realised afterwards) and I was told, as BT personnel, they do not need to tell customer, it is up to us to shop around....bla...bla...bla.
I have been in touch with two officers, this is what they say in the end "if you are not happy, you can cancel your order"!
Nightmare talking to them!
But thanks for the comments, I will look at the bill more carefully.
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2014-02-25
- Comments
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I signed up for broadband and calls just over a month ago when i was drawn to the attractive offer of half price broadband for 6 months. Not knowing what my usual usage would be i took the minimum package with 10GB usage per month at £5 per month and then £10 per month after 6 months. I went over the usage in my first month and have already exceeded this months usage. So it is clear to me that i am on the wrong package and should have taken out the unlimited package, also on offer at half price for 6 months. When i have tried to move to the correct package i have been told that i would then pay the full monthly costs of 16.99 and not receive any discount. the discount that persuaded me to join up in the first place. This is because i am not a new customer, even though i have only been a customer for just over a month! I feel I have been tempted into a good deal and then had that deal taken away from me straight away. I am not locked into a 18 month contract feeling disgruntled that i have been mislead. Why they couldn't just let me move to the unlimited package with the half price for 6 months offer i don't know?! It's total BS. I will not be continuing with there service after my contract has run out.
- Location
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- Location
- Cambridge
- Reviewing
- BT
- Date
- 2014-02-23
- Comments
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I used to have Virgin Media (not my choice but landlords) and oh my god was that the worst. Not only is the speed god aweful but the reliability is a joke.
Switched to BT and i've had fast internet with very little downtime. Best thing is there is no fair-use policy like you do with virgin so I don't get throttled when I need to download something from steam.
- Location
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- Location
- Isle of skye
- Reviewing
- BT
- Date
- 2014-02-18
- Comments
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I was with talk talk for the last few years. Recently my broadband speeds were down to 0.5 in the evenings making watching youtube or anything impossible. I spent hours on the phone to their help line and had an engineer out who said there was no problem with the line.
I decided to move to bt although the reviews online made me wary. I had good reports from friends who are using bt broadband. I took the plunge and ordered bt unlimited broadband with evening and weekend calls. I received my hub 2 days before connection date. And on the day of connection I was struggling on with my old talk talk connection at a speed of 1.5 and received a text from bt to say my bt broadband was ready to use. I unplugged my old router and plugged in my new bt hub. Took just a couple of minutes including taking it out of the box. The router took a couple of minuted untill the light turned solid blue and typed in the wireless key and password into my ipad and was online. Less than 5 minutes and it was surfing at a speed of 6.5 I have only had it for a week but the speed has remained above 5 in the evenings and during the day. So far very happy but I will write another review if there are any problems at a later date. I still think that getting reviews from friends and neighbours in the local area is far better than online reviews.
- Location
-
- Location
- shams
- Reviewing
- BT
- Date
- 2014-02-17
- Comments
-
I joined BT on 14/02/14, I have broadband but no land line, over 4 days I am having a hellish time, it is absolute torture, customer service is an incompetent one and have no clue and gives no help whatsoever.
do not join, do not join BT you will regret.
- Location
-
- Location
- Surrey
- Reviewing
- BT
- Date
- 2014-02-13
- Comments
-
Shocked by BT's customer service/tactics when it came to leaving. First BT operator said they would send out MAC code in post and should arrive 5-10 days. After 2 weeks called again and I was assured MAC code was in the post. Called again after a further week and third operator left me on hold for 18mins only to tell me they would call me back - they never did. Called again to be told that MAC code could in fact be given out over the phone - not impressed. BT = expensive + dreadful customer service. Hopefully EE will be better - they are certainly more price competitive.
- Location
-
- Location
- Uk London
- Reviewing
- BT
- Date
- 2014-02-13
- Comments
-
I renewed contract with bt and as the old router was providing never-ending disconnection problem, they sent a new router but the new router was even worse than the old one that the Internet gets disconnected every five secs. I called bt and the tech guys have been doing never ending testing but would never call me back. I had to call back every single time, they promised to call back for four times but never happened. After never ending arguing with hopeless customer option team as well as tech guys for entire three days, I ended up going barking mad at them, and they finally proposed to send a new router. They are just absolutely irresponsible, useless and hopeless in helping or sorting problems out!!!!!!!!! Just can't wait till the contract ends. And no wonder why people complain so much about bt.
- Location
-
- Location
- Argyll
- Reviewing
- BT
- Date
- 2014-02-11
- Comments
-
Reviewing this simply due to the fact of how shocking BT's Broadband is. For the last year the Broadband in our area has been disconnected every second night without fail during peak times for around 1-2 hours, on top of this when it is actually running you are lucky to get any decent usable connection, when streaming video's you are consistently directed to 140P, even on this you still run into buffer problems, whilst contacting customer services about the situation BT essentially said there is nothing they can do until Fibre is installed, even then I doubt their speed will be all that great. Would highly recommend not going with BT for Broadband.
- Location
-
- Location
- Mytchett
- Reviewing
- BT
- Date
- 2014-02-10
- Comments
-
WOW.
What an awful company.
I switched over from Sky Broadband last May, as the current infrastructure only offered me up to 2Mbps, in reality it was only 0.7Mbps.
BT had a fibre backbone, so could offer much higher speeds. I clocked it at around 79Mbps.
After 2 missed appointments, and 2 days off work on my part, I finally had it installed. As a goodwill gesture for wasting my time, the guy on the phone offered me my first 3 months free, which I agreed was acceptable.
After 3 months I got a huge bill for around £190. So I called their ridiculous phone system, and on the 3rd or 4th try managed to speak to someone. They denied all knowledge of this promise of 3 months free, and I urged them to listen back to the phone call as I would like the goodwill gesture that I was offered. They said they would listen to the call, and call me back within 7 working days. 7 days passed, no phone call. I called again (through THAT phone system) and asked why I hadn't received a call. No knowledge of the request. Great. Apologies, blah blah, they will call me back within 48 hours. No call. Getting angry now.
After a few calls on different days, trying to get somewhere, I gave up hope. Very angry at this point.
So I had a moment of madness and decided to email Mr Ian Livingston.
He replied back within about 20mins saying he was very sorry and would pass my details onto a 'top level customer service manager' - sounded promising.
Sure enough, the next day I had a call from a lovely lady. She said she was sorry I've had such a bad start with BT, and that she didn't need to listen to the original call. She will refund all the charges so far, including the late payment fees (I refused to pay a penny until it was resolved).
So, as of 1st October 2013, I was about £4 in credit.
Wonderful result!!
Alas, it has gone downhill from there.
My standard month bill is £44.45, Infinity 2 + line rental.
I don't have a phone connected to the phone line, and BT Infinity 2 is unlimited - so I know what my bill will be each and every month.
Unfortunately the BT computer system doesn't see it this way.
I had a letter saying "You are using more than you should, so we are increasing your monthly payment to £70 to cover this".
I was furious.
Every month I call them, speak to managers, other staff, explain the whole story time and time again. I have been on the phone for 2hrs more than once and not got anywhere.
They have taken a total of £350 over the last 5 months (5 x £70), instead of £207.25 (5 x £41.45).
So I figured they owe me £142.75. They refute this.
Another thing is they generate a quarterly bill, which I wasn't told when I entered into a contract. I am also on what they call 'Monthly Billing' as opposed to a standard Direct Debit, all because I wanted the DD to exit my my account on a specific date. This practice is standard in the 'Utilities Industry', apparently. Which is funny because I don't have this problem with my gas and electricity providers.
By having a 'Monthly Plan' (they tell me) that the amount can be adjusted by them each month as they see fit. BS.
All I wanted was a bill each month for my usage. Whether that's in advance or not, I don't really care, because I KNOW what that bill will be because I CAN'T go over my allowances due to it being unlimited and not having a phone connected.
I had my final call about a week ago, and after 2 hrs I asked to speak to the cancellation department. After another lengthy hold, and explaining the whole story AGAIN, the adviser said I couldn't cancel as there was an outstanding debt on the account and I need to speak to billing first. I was furious.
An outstanding balance?? When I am owed over £140??? I couldn't believe it.
Again I was put on hold, back to billing. On hold waiting for a manager... Explain the whole story YET AGAIN... Either he hangs up or we get cut off.
.........
Speechless.
So, I'm still at odds as to what to do.
No matter how many times I speak to them, or who I speak to, I never seem to get anywhere.
Heaven knows how much time and money I have spent calling them from my mobile.
To add insult to injury, Sky released their own fibre service about 2 months into my BT contract.
On another note, 3 weeks ago some nice person decided to crash their car into the green BT node at the end of the street, severing internet and phone connections to my whole street. This is not BT's fault I know, but it took around 2 weeks to fix, with no email or phone call to apologise. I called them to ask why I very rarely saw an Openreach engineer at the crash site. They said they would look into it...
Internet is back now, so I'm expecting a refund for the 2 weeks I had no Infinity 2. What do you think my chances are?
- Location
-
- Location
- central london
- Reviewing
- BT
- Date
- 2014-02-09
- Comments
-
15 months without a phone line and without broadband, and BT are sending debt collectors to take £600 off me for a service they haven't provided! This is with the ombudsman now and also registered at ofcom.On the 31st October 2012 I contacted BT and informed them that I would be moving house on the 1st November 2012 and asked for my phone line and internet to be moved as well. The lady seemed intent on selling me the infinity package and I accepted to upgrade to this.
It took you over 6 months for BT to arrange to connect the broadband. I made over 40 phone calls to BT chasing this and all the while from October 2012 - May 2013 they continued to bill me for the phone line in my OLD residence despite not having connected my phone and not providing me an internet service in my new residence where I was now living.
I made several formal complaints to BT, the first being in March 2013 having waited 4 months for a phone line connection but they were all ignored.
Thorughout December 2012 - April 2013 they were unable to arrange a visit to connect the lines - they gave dozens of excuses for the delay, including a claim that I was in a remote area! (i am in central London). Each time I rang I had to explain everything all over again and then they would say they would call back but they never did. I wrote to them but never received a response.
They then left me a voicemail while I was abroad telling me they were going to attend in May to connect my line. I was abroad at the time, so did not pick up their message and was clearly not here in London to let in their engineer. They made no effort to agree the time of the attendance with me first.
At various times BT said they were going to waive the first 2 months or 3 months line rental for the massive inconvenience caused but none of their subsequent bills reflected that.
The phone line and infinity connection was supposed to be as a package of £80 where the phone line connection charge is included but instead they charged me for both separately coming to a total of £130.
BT continued to charge me for a line rental from 31st October 2012 until 25th May 2013 despite not offering any services whatsoever.
They charged me for phone calls made on my old line after I moved out of my last property on 5th November (£130.59 and £26.88) by the new tenants that had moved in and they did not disconnect the phone line in my old property despite a written order form saying they would.
I made several formal complaints to BT but they did not respond to any of them. (they never do apparently)
I then made a complaint to the ombudsman and in response to this BT refused to speak with me at all about my service and disconnected my broadband altogether and charged me a disconnection fee!
A preliminary investigation by the ombudsman asked for BT to pay me £100, a full refund of the excess charged by BT and a formal apology but their bill does not reflect any of this. BT have still not paid a refund. This whole saga has cost me a fortune (60 phone calls to BT from my mobile on their premium line in order to chase up the absent services that they had agreed). I have been obliged to use my mobile phone for international and other calls and this has added several £100s to my expenses over 15 months.
BT did not answer any of my letters or emails and did not respond to 2 more formal complaints submitted by post and by email.
However, they did react to my complaints to the ombudsman by then piling on a late service charge of £7.50, then £2.00 and then proceeded without warning to disconnect my broadband.
BT then added a further disconnection charge.
BT then proceeded to add more and more to the bills despite still not providing a service.
Now I have received a letter from a debt collection agency and from BT to inform me that they have added a further 25% to what BT were billing me previously for 'late payment'.
I would warn all of you out there to avoid this draining and time wasting nightmare. BT is an awful company.
- Location
-
- Location
- Crawley
- Reviewing
- BT
- Date
- 2014-02-04
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2014-02-01
- Comments
-
So bad. I had a total sky package and wanted to save a few pounds so decided to go to BT but really really regret that decision. If you are ever in my position NEVER CHOOSE BT. Everything has been a disaster, broadband, TV and phone. It has been one problem after another. They can do nothing right and just lie down the phone to you. i have never had such a bad customer experience in my life.
- Location
-
- Location
- Wilton, near Pickering, North Yorkshire
- Reviewing
- BT
- Date
- 2014-02-01
- Comments
-
Absolutely dire, called broadband when I'm lucky if I get 150kb, 1 mile away they enjoy 35MB, BT wont go the mile to our village, pass you around the different centres. Cant wait for 4G to come, we all have mobile contracts with data packages, then BT will be gone. £41 a month they rip me off for, they state on the BT website l get 1-3.5MB, total lies, Rightmove web site speed test states 100kb, that's a realistic figure, THANKS FOR ABSOLUTELY NOTHING BT AND THANKS FOR THE LOST WORK AND THE NON EXISTANT TECHNICAL AND CUSTOMER SERVICE. YOU LIED TO ME AND AS YOU CANT GIVE WHAT YOU PROMISED 3 YEARS AGO, I THINK YOU MIS SOLD ME A PRODUCT, LIED AND THEREFORE SHOULD BE DONE FOR MIS SELLING BREACH OF CONTRACT.
DON'T BOTHER WITH BT IS WHAT L THINK
- Location
-
- Location
- HENGOED
- Reviewing
- BT
- Date
- 2014-01-30
- Comments
-
BT USELESS
Wish I had read all the reviews before ordering BT infinity package - completely disgusted with the customer service. Due to have an engineer on the 22nd of January, turned up but engineer was not qualified to enter attic space and left the property saying someone would come back to me in four days!! Rearranged another appointment for 29 the oh January, waited in all day, no engineer arrived. Rearranged for 30th of January and guess what - no engineer. Wasted three days leave and still no broadband. customer services will lie to you just to get you off the phone. Open reach are next to useless and Kelly Communications send unqualified engineers and you still have to wait 24 hours for a call-back from a trouble-shooting team who will no doubt make promises they can't keep.
DO NOT CHANGE YOUR BROADBAND to BT INFINITY
- Location
-
- Location
- dy6 9sz
- Reviewing
- BT
- Date
- 2014-01-29
- Comments
-
Don't bother worst company I have ever dealed with I have cancelled after numerous calls to get no were
- Location
-
- Location
- Streatham Hill
- Reviewing
- BT
- Date
- 2014-01-27
- Comments
-
Absolutely dreadful service DO NOT USE BT. Four times I have been told the fault would be sorted that day and 4 times they have failed to do so and failed to contact me saying there's an issue. Every conversation I have had with them they have assured me it will definitley be done that day and said the issue was at the exhange. I then called today as the fault is still not fixed and was informed that an engineer came to the flat, three days ago; engineer didn't even borther phoning when he couldn't get in. Having not been told soemone was coming I wasn't in. Two days ago I spoke to BT and no reference was made to the engineer turning up the day before and again they assured me it would be sorted within 24 hours. They are now saying thay have to wait three days to update the order (6 days from when the engineer came round)before they even consider dates for a new appointment. Again DO NOT USE BT
- Location
-
- Location
- Louth, Lincs
- Reviewing
- BT
- Date
- 2014-01-27
- Comments
-
I have just sent the following to the BBC: Well, it's 2014, I have high-speed broadband, and I can't listen to The Archers on iPlayer because it cuts out every few seconds, sometimes coming up with the 'insufficient bandwith' message. This is for radio, not TV! I'm sending the same email to BT. No doubt you'll both blame each other. Either way, it's a disgrace in this day and age.
Livid of Louth. So now I leave it to you guys - who's going to take the blame, the Beeb or BT? I'm told I have 40meg download speed, and yet I can't stream a radio programme...???
- Location
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