“Great customer service when you are talking to them on the phone but when it comes to following up any problems you have they are appalling!! We have wasted so much time trying to sort issues like being overcharged. Do not sign up to cloud phone!!”
“After Virgin Media cancelled seven different dates to install broadband in our new house, BT gave us a date 4 weeks ahead, knot to it, came and we've had a good service ever since.
I'm usually a complainer, but in this case... BT did well.”
“Terrible customer service. Appalling communication skills. zero client confidence. Zero responsibility. Terrible product/service knowledge. No follow up. No call backs. No respect for customers. zero ownership. Could not recommend less. Please save yourself the hassle and try another provider. Worst company in UK for customer service. They WILL NOT solve any issues you have and will most likely bill you double and it will probably be your fault.”
“Other than the broadband being really slow despite living in the city centre, I had an awful experience cancelling it, on the edge of scamming.
I tried to cancel it before my one year period expired, and I was told I have to pay a cancellation fee, which makes perfect sense. So I decided to wait for one year to pass, still paying monthly even if I wasn't really using it. Fine.
After the one year period passed, I called again to cancel my broadband: the customer service told me that the contract automatically extended for another year, and if I wanted to end I had to pay the same big fee I had been trying to avoid by keeping my contract active at my expense.
These are the kind of things which you have to be very careful of, designed to screw money off you. Therefore I feel scammed, I will pay the exit fee but I will never ever recommend BT to anybody, as my experience has been awful.”
“Staff had poor attitude and spoke to my fiancée badly. Unacceptable and is not good for a business. Poor customer service. Eventually I got to speak to the complaints team and they are going to get the adviser manager to give them feedback. My fiancée is still mad and upset by the incident.”
“After 9 months of intermittent 'premium' Infinity 2 broadband at a exuberant price I am still waiting to speak to the same customer service representative twice. Every contact with them results in a new set of promises being made by an operative (never from the same call centre). To date I have had 5 'Hubs' and 4 engineers and still can't go more than 2 weeks without the service being dropped with no 'ownership' on the part of BT. When my contract is over I will never go back.”
“Messed up connecting our broadband. We receiving text message to say it was being installed that day by midnight. Nothing.
Rang up they'd screwed the order up. No broadband for us over Xmas. I'm so angry, the customer service has been utterly ineffectual. Do yourself a favour avoid BT!!”
“Shocking!!!! Avoid at all costs. Constantly not working. From a business point of view it has cost me thousands. Phone does not ring, or sounds like it's ringing from customers end and no-one answers (as it's not actually ringing). Keep getting fobbed off by BT who say "re-set the settings and it will work" - IT DOES NOT, "Oh you need a new hub, then it will work" IT DOES NOT. They keep bull s****** with excuses. AVOID AVOID AVOID unless you are a billionaire who can afford to loose money”
“Always found broadband fast and reliable. Engineers always professional and helpful on the few occasions one has been required.
Getting download speed of 46.37 Mb/s and upload of 14.23 Mb/s with BT Infinity Two which I'm quite chuffed with. Lots of devices using Wi-Fi within the house including an external CCTV camera - broadband box seems to be able to handle whatever you can throw at it, and my online gaming smooth as ever if my partner is browsing on her laptop even with all the other stuff going on in the background.
Not much in the way of deals to retain customers - there is some movement in price, but rarely as great as 'new customers' deals. Sky Online-Max by comparison is somewhat cheaper, but doesn't include any 'cloud' or backup facilities in their price.
BT Cloud a useful 'free' add on at first glance (500GB with my broadband, which can be upgraded) however is SO slow to the point of being unusable. My 200GB of photos and music files backed up to the BT Cloud has taken over a month to completely back up all files. It's not just me either - there are plenty of forums where people have complained about BT's cloud feature.
Automatic back-up seems to work well in the background, however the upload speed is so slow I have no confidence that new files, or file changes will be reflected in the Backup Cloud, and therefore have no confidence that new files have actually been backed up.
So, in summary, performance is good. Prices nothing special, and ancillary features like BT Cloud bit of a waste of time!!”
“Cloud voice team for BT is the worse team on this planet. They don't care about customers. Disorganised. Don't do their jobs properly. Wasted my time for 2 months and we still have no answers from them.”
“Terrible customer service from Cloud voice team. 2 months and we still are not happy with it. No one answers back. Rude and can't be bothered attitude. Ignoring me on purpose so I dont cancel cloud voice. Awful customer service!!Bad business ethic.”
“BT Cloud storage again adds charges to our monthly bills. Yet we don't use it or want it. They are trying to be like apple or Amazon drop box. The difference you are NOT forced to be for those if you don't want them. In Jan 2018 Broadband and call will increase again by £2.50, but they have increase the cloud storage. They should have an option. BT call cloud storage free but charge everyone. Sky is now looking a better package as they don't charge you for items you will never use.”
“Beware BT Cancellation charges SCAM
Don't even bother signing up, even if the telecomms network restricts your choices. Hopefully your mobile data covers you.
My £26.50 a month 12m broadband quickly turned into circa £60/m for 6m with spurious additional charges (£55 free router, £30 disconn fee) once somebody else decided to take over my line after 5 months and I was charged full year.
Shouldn't be legal but according to the ombudsman & BT it is, billing 2 or more people for the same line. Once again the big boys win.
I was later sent a pdf of 155pages of Ts&Cs and guess what, early termination charges are right at the back, albeit unclear to calculate.
40 years of no more BT custom from me & family members”
“Ended up spending over 6hours completing set up of BTTV MAX after payment of £49.99 to have BT engineer install set up and check equipment. Endless phone calls via 0800 800 150. No support no apologies Thank goodness for SKYQ box far superior and competent engineers employed by Sky not 3rd party subcontractors used by BT! Avoid BTTV”
“3 weeks from ordering to receiving Infinity. Approx 3 3/4 hours wasted time on the phone, Chat service ends up somewhere else in the globe to be congratulated I am a preference customer to be awarded BT infinity. Phone service ends up again somewhere else is absolutely hopeless. 2 visits from "engineers", 1st one didn't do anything just said its a common problem [ it was 15.30 hrs Friday which I think he wanted to go home] with connection, 2nd one down graded my hub to a old one without asking. I have now received my 3rd hub which seems ok but ill not count my chickens before they hatch. The contract will not be renewed. Please try elsewhere and leave this lot till the last resort. They are so big they are completely out of touch.”
