“Even Escalation to Exec level complaints team was a waste of time and after they initially agreed that 6 months of unreliable service was unacceptable and needed to build a case to take it to Director level at Openreach to resolve they then called and out of the blue are now claiming that 5 drops in connection per day for a minimum of 10 minutes at a time is now their ‘acceptable standard‘ so like it or lump it there’s nothing more they can do which has overnight went from really helpful and agreeing with my complaint to couldn’t give a monkey’s and take it to the Ombudsman if you want (which we have no alternative but to do given that as BT are the only provider who can offer any speeds over 3mb at our address and they all have to use BT networks anyway)…..shocking and a complete U turn on their initial attitude. Suspect they are refusing to repair old network (despite still charging customers for unreliable service) as focus is on meeting targets for new super fast network with future overhead cables to everyone’s property)
Hopefully now BT has been taken over by EE they will get rid of their couldn’t care less attitude and bring standards up but don’t hold your breath as BT staff attitude is probably now ingrained with ‘do as little as humanly possible’ and will be difficult to change.
The fact that BT don’t even comment on reviewers nightmares speaks volumes about their couldn’t care less attitude.”
“Please never join BT - they are really expensive and leaving them is like Brexit. I was paying £101 for 900 internet and home phone - they put the price up every year (as they are allowed to do) and the only way to negotiate is a new contract (24 months). I left last November and am still having to ring them concerning mistakes and returned kit! They cut my internet off 3 weeks early and couldn't reconnect me - after telling me I had to stay an extra month. I've since joined YouFibre who I pay £31 for 1000mb and home phone - £70 cheaper and slightly faster internet! BT - complete rip off and hours on the phone trying to sort stuff if you leave. Don't bother!”
“I am having a bad experience my landline went dead on 2 Jan it came back yesterday but very noisy, today the lib e isnt dead but the noise on it is horrific, I cannot make a call and twice it has continuously just rang screeching continuously. My mobile, unless on what's app will only work if I walk about 200yds down the road. I AM 82 AND VERY VERY FED UP, THE WORST THING IS NO REAL COMMUNICATION”
“Avoid BT at all costs. Very slow broadband, overpriced and terrible customer service. Before joining, BT promised to transfer my service from Talk Talk, which never happened, and I ended up paying for 2 Service Providers and failed to pay back my money.”
“BT customer service is absolutely horrible . I had a terrible experience with the team. My Broadband not worked since 5th,confirmed someone will come but was not booked, someone came on 14 to fix it couldn’t do it engeneer said he don’t know how to fix it. Booked for an open reach engineer, received a confirmation of the appointment. Took time of work and actually the appointment wasn’t even booked. I called BT and customer service had no empathy was the most horrible experience. After 5 years with BT you would think they would do their best to provide the best customer service. They offered to book me in after Christmas.My WiFi is not fixed and I cancelled my broadband as their services are disgusting. Please train your customer service staff.”
“This company is unbelievable, I finally ended my contract and sent all the equipment back and the track and trace says it was delivered 6 weeks ago, yet they threaten to charge me for not returning it, and now they are going to add £190.00 for their equipment that they claim not to have received”
“I am cancelling my contract because your WiFi hardware is not good enough ! The extender disks are not programmed correctly ! An Xbox that is one metre away from main hub prefers to connect to a disk which is in my garage ! You need to set up an adhoc mode where the user can connect their devices to either the hub or the extender !”
“If you depend on the internet for work,be careful. BT pay the sum of £9- yes NINE POUNDS per day in compensation!! I wasn't sure whether to laugh or cry when I was told it's increased from £5!! Unbelievable! What an insult!”
“Engineer came to set up service. Really rushed left us to set up TV . Told I would be charged to send someone out to help!Land line phone never worked properly. No one seemed to care customer service is appalling. TV is very basic and high charges for add ons. Do NOT use this company.If I could give no stars I would.High charge for leaving told unable to reduce bill as account closed.Will contact ombudsman.”
“Yet again being hounded and threatend by BT to return kit which I returned in OCTOBER. They say it can take 3 weeks to be processed. We are talking about 2 months.They say they will return any money they charge on my account - I don't want them to take it in the first place. They have no right. There must be thousands of their customers being harassed in this way. Knock it off and get your act together. This is the second time I have had this problen. The return was easy. Their response is a disgrace.”
“BT - shameless people providing worst services than 3rd world counties. Unfortunately, we are victims of BT internet at home. The promised speed of 30mbs is actually 7-11, the promised signal reach of 250 yards is actually 10 yards and they promised us unaffected signal even when we connect 60+ devices, surprise, surprise, the signal starts to lag after 5 devices. An utter disregrd to the consumer rights. Failing customers at every single step.
Above all, we cannot cancel because of the contract but they can break every line written in that contract.
Shame shame shame shame
Their license should be revoked and ofcom should take action”
“Worst customer service ever .robts on phone .never turn up when waited .6 hours .afer 6 phone calls .the sooner I leave this decrepit company the better”
“They are to expensive for what they are, we only went with them as our sons wanted the football and these had a deal. Can't change package unless you lock in another contract. 30 days notice to cancel the contract, Can't wait to get rid of bt and definitely won't recommend them to anyone,”
“My parents broadband ceased to work. They sent an engineer who said he'd found the problem and fixed it, yet it still didn't work. He said the router was now at fault, they sent a new one, still didn't work.
Four phone calls later, and a day of my life languishing in English history, and they now say that we have WiFi, we certainly don't, and therefore there is nothing more that they can do!!!!!!.
Ridiculous outfit.”
“BT THE WORST INTERNET PROVIDER
To everyone avoid BT at any cost
Wake up with no broadband call to BT fault team
FAULT response are the worst ever I have seen 4 to 5 day to atende with no garantes
I have 29MB downloaded and 2MB speed guarantee never happened basically 16MB SOMETIMES 24 maximum download 700Bits upload for the past 6 months”
“Tomorrow will be our 3rd engineer to come out last 3 months ha been hell, we are now looking elsewhere like many other where we live. Pull your socks up BT.”
“Worst broadband provider ever
The broadband connection is unstable. They setup a direct debit, but they never deduct money from it, instead send me late payment fees!
I really regret that I changed from Sky.”
“Even though my tech support experience with BT was a week ago it makes me angry to even think about it again and write this review, but people need to know how atrocious the tech support experience is with BT, so buckle up.
I had an initial engineer visit who identified a broken fibre component on the telegraph pole in the street. Another appointment had to be arranged for an engineer with a cherry picker van to reach the top of the pole - fine, BT booked this for 2 days ahead.
Fast forward to the day and I wait around all day for the engineer and they never show up, and I get NO notification or cancellation message. I call BT and managed to talk to someone who gave the usual platitudes and apologies and they book another one for ANOTHER 2 days ahead. Guess what happened?
NO ENGINEER SHOWS. NO NOTIFICATION OR CANCELLATION MESSAGE.
I decide to check the BT fault portal and it just says I told them the fault was fixed (I did not) and the appointment was cancelled. By this point I am furious, I have been lied to and had my time wasted again. I try to call BT again to find out what is going on and their tech support line now completely denies you any possible way of talking to a human, and it simply auto hangs up after a message and a text bot spams you saying it is doing some tests, (which are pointless because we're past that stage of problem resolution), and just BOOKS YOU ANOTHER appointment. I had to take a timeout at this point, I'm generally a pretty chill person but I have hit 10/10 anger/frustration.
After composing myself I try to find another avenue to talking to a human to get an explanation of what has happened, and some confidence that an engineer will show up.
I end up finding the web chat as an avenue to talking to a human. This process was also painful, having to reiterate the timeline of the issue with the customer support reps taking 5+mins for each response, and getting switched between 3 reps was tiresome. After an hour on a web chat, we get the booking for the engineer and their promise that the appointment is definitely confirmed and will happen.
Nobody offered an explanation for what happened with my previous 2 appointments, I had to get escalated to a manager and he eventually revealed that BT make appointments with Openreach and give them to the customer WITHOUT ANY CONFIRMATION FROM OPENREACH.
So in my case
1: An appointment was made by BT with Openreach
2: BT gave me the appointment date/time
3: At some point Openreach denied the booking with BT
4: BT didn't think to inform the customer and their shoddy automation just marked it as ME closing it.
Truly. Mind. Boggling.
During the webchat I raise a formal complaint, all this turned out to mean is I get an automated text saying
"We raised a complaint and agreed to keep it open until we resolved your query. If your problem has now been resolved, please reply CLOSE. If you're still experiencing problems reply HELP or call us."
That's not dealing with a complaint, that's dealing with a fault. Oh and you can't even reply to the text because it's a short code SMS :facepalm:
Embarassing BT, it sounds like some executive was hired who just heard that all the cool kids were automating stuff so they decided to force automation into every aspect of the platform without spending the time and effort to get it right.
So as a potential BT customer do yourself a favour and choose literally any other broadband provider. I've never in my life dealt with such incompetence from a tech support platform. I'm switching to Sky when my contract is up, BT could offer my entire 2 year contract for free and I would still switch because the stress is not worth the money.”
“I would just like to say that the coverage of the badminton is excellent. We enjoy following the top players around the world and wouldn’t be able to do that if it wasn’t for your coverage. Hope you keep it up 🤞. Thank you!”
