“I got stitched up with a pathetic broadband line/ which never worked properly on top of that they offered me a 4g dongle at an additional cost of £10 a month which also didn't make any difference. We moved our business premises and wanted to keep the same no, they said it can be done over a cloud system and i must take their broadband service together. This is totally wrong i could have it from anyone else,
I have canceled all my contracts with bt and i am paying £30 a month for much better broadband and cloud phone service.
Stay away from this bunch of crooks.”
“Always I have problems with this internet. Now they send us digital voice 🙈 when everyone have a mobile phone but the internet service it is so poor. Who have time for reporting always? And staying home waiting somebody to come and fix it?”
“BT committed to installation of broadband in my house on 10th December, after having ordered it in November. They failed to make their own deadline, and in fact still haven’t installed it, and we are now into February. I have had to contact customer services on many occasions, having to wait an average of 20-30 minutes in a queue, then having to repeat the whole saga over and over. I have registered at least 5 complaints, none of which have been resolved, despite the e-mails from BT saying that the issues were now closed, and that they were glad they were able to help. I have requested to speak with a manager, and this has been totally ignored.
If they promise to install broadband by a certain date, DONT believe it. They don’t have the capability, having to rely on Open Reach to do the work for them, just like all the other providers, so you’d be better off going through one of the others.
I am disabled, and rely on the internet for medical treatment, neadless to say, I’m not happy.”
“The worst BT broadband company in the UK
I have tried to be a good customer for BT Boadband for over 15 years although I have always had problems with internet speed especially with WiFi, I was stupid to stay with them for a long time. If I call and ask for help, many of them hang up without explanation. I advise everyone better to choose someone else but no BT broadband.
Really bad company Internet is very slow, If I could rate it O I would.
Talk complete rubbish, tell you everything you want to hear and deliver nothing, Don't waist your time to customer service.”
“3 times waited for engineer to move line still nothing 3 days wasted not even decency to phone up say they was not comeing now 20 day still waiting maybe another 10 days being unfairly treated”
“Could'nt organise a drink in a brewery. I'm at 5 visits in from OpenReach and not going anywhere fast. Useless service and no communication. For a communication company you would hope thgey would communicate but they dont. It's like talking to a brick wall, in fact I would prefer to talk to a brick wall as I would get more sense out of it.”
“Impossible to contact. Forever busy and cannot e mail them as I have to login but it does not allow me to log in . They have got worse over the years . Be glad to leave when contract is up.”
“Three times they cancelled my phone line and number ? Offered me a broadband business deal for £17.50 not once has the billing been correct £77.00 and £47.00 charged me for two phone lines which I have never had and still cannot seem to correct?? And now they have switched off the phone line again and I’ve got no broadband again ? Worst customer service I have ever received they just don’t seem bothered”
“absolutely the poorest customer service I've EVER experienced... 7 different people now promised to call back and not one has... they must be having a party and laughing at us all stuck with them on contract”
“BT is a disappointment!
I have made a new order with BT on Black Friday.
The gentleman who spoke to me was extremely polite and helpful and gave a good deal. Nonetheless, I have waited 30 days to have my money back service up and running, and the day before my service is supposed to go live, I Called BT.
I called BT and explained that an engineer has been booked (since the end of November) to complete some work and install the required equipment, for my service to go live tomorrow.
During the call, I was presented with new information that the engineers have been trying to contact the building management society, since the 1st of December, and have not obtained a response.
I explained to the advisor on the phone that I should have been notified of what is going on, so I could have made the required arrangements to sort out this issue.
I also stated that it has been 30 days and that in the last 2 weeks, BT employees have been conduction research/work in my residential area. I mentioned that I was failing to understand why they did not notice that something was NOT right. My point is, I am not the only BT customer in Essex; if they are sending letters and not receiving a response from the building society, is there no other way to contact them?
Could they not have sent an email or called them?
I asked the advisor and he stated that he received a 'note' from the engineer at "1 minute ago" stating that " they tried to contact the building management 3x and if they do not receive a response the order will be cancelled".
I now ask if they can write a letter and send it so swiftly, could they have NOT avoided this issue?!
I am extremely disappointed and shocked that BT has this level of lack of professionalism and sense of responsibility. The advisor enquired if I, the customer, could chase up the building management and seek authorization so they can conduct their work. It is not my responsibility to do their work, and it is quite outrageous that he proposed that to me.
I clearly said that I would not do it as it is their responsibility and duty to get the required authorizations and provide me with solutions and not problems.
I was told that if the issue is not resolved by 10/01/2022, my order will be cancelled and a new order out through.
I now have to wait 10 days for this issue to be resolved when if BT and its engineers had been professional and provided good customer service, we could have come up with better solutions for both parties.
I regret to say that BT has proven to be as bad and as appalling as other internet providers and that customers should be aware of lack of professionalism and customer service skills.”
“Was receiving poor download speed and BT decided to send out an engineer. I asked whether I should call and cancel the appointment if the problem resolved itself and was told no. Engineer arrived and the problem had resolved itself. BT engineer made a passing comment about a 3rd party extender we use for a games console but as the only device connected to this is a games console and not the two laptops (laptop always uses an Ethernet cable into the modem) it wasn’t an issue. Next month we receive an £85 bill stating that the engineer (not employed by BT but a company named qube) said that the extender was causing the problem. Spoke with BT who will not do anything stating that they can only go of the notes from a 3rd party engineer. Effectively being charged £85 for having a 3rd party booster in the house. Now told the only way to get a refund is to speak with this 3rd party company and have them change the notes? Although we have been given no contact details for them.”
“Totally mindless conversations & promises when being sold package but, in reality, was 2 weeks before I got landline & wifi connected & NOW BT Technical Specialist (if you see one let me know!) Has not arrived to set up tv (as extra money paid for) so now 3 weeks with no tv. NOONE listens & noone cares! Wish I had listened to several friends who cancelled contracts with BT!!!! Utterley USELESS!!!!!”
“My internet was supposed to start working on 13th of december but it didnt so i booked enginer but he didnt show up 2 times untill finally on the third appointment he finallyshowed up. I lost a lot of money since i had to leave work early multiple times and even when engineer showed up he couldnt fix problem since it was outside the house. Then he escalated issue to open reach and even their engineer didnt show up for appointment in the end out of 4 appointsments only 1 time engineer showed up and now im stuck waiting till 30th of december for 5th enginner appointment and who know if they will even show up at that point it will be 17 days since service was supposed to start working. Dont reccomend choosing BT.”
“After I ended my contract with B.T they then took another months rental from my account. ( £31 ). It was only by accident that I noticed it when looking at my bills. If this is an automated system how many other people has this happened too without them noticing. When I contacted they said that I would receive a refund within 8-10 days.”
“The worst customer service I could have experience with. Rang every day for 2 weeks and nobody can help. Everyone is telling different.
Please avoid!!!”
“Absolutely shocking service from day 1…
Absolutely shocking service from day 1 due to not transferring my original number as promised that is my main source of work and then not setting up call diversion as promised and another 24 hours on no work calls coming in with a potential loss of £1000's in work can't wait until my contract is over my advice stay well away”
“Unreasonable hold times, false resolution emails- failing to tell me the full cost. Impossible to send an email- trying to cancel contract but having no luck.
For a communication company they are impossible to contact.
One star because 0 wasn’t an option”
“Michele Knight
After nearly two years 20 BT Engineers and nothing but an absolute nightmare I finally got my lines in. However, I had been overcharged and Chris did not cut off the lines any longer in use (or the ones that did not work for 2 years) I have his emails and audio of a call with him where he promised to do this. Having paid over 2k a month and then just receiving a random bill for 5k he has closed the complaint without my permission
BT Local Devon Chris Pennington has not dealt with this situation and (I do not have a landline so this is not charges for a landline just internet!) Having responded to me requesting he call me as promised to resolve the billing he responded to me on the 3rd November to say he has called me numerous times, he hasn't, (I will be asking for proof of this when I take further action). He then wrote on the 3rd asking when can he call me. I send 4 more emails asking for a date and get NO RESPONSE. On the 3rd after my request and his promise of a call I receive an email saying complaint closed and I immediately emailed back saying we have not had a conversation and I did not close it. I received this on the 3rd
I send four emails to ask for a time
Chris! You need to get back to me urgently re the billing. Asap please as I seem to have slipped through the net again
After I sent him the email he then CLOSED THE COMPLAINT
i received this on the 3rd
Sorry again for the problems you've had. As per our conversation, now your complaint is resolved it has been closed.
I responded immediately with this
- My complaint is not closed. We have not resolved billing and the phones don’t work
No response so on the 16th I wrote
Call me Anytime, now? Later? Tomorrow? . I have had no messages or missed calls x
No reponse so today I emailed again
Chris,
This is my fourth email to get a concrete time to resolve billing. I have been charged over 2k a quarter which you promised to reverse to the £200 a month agreed, and have now received a bill threatening to cut me off if I don’t pay over 5k. None of the internet landlines are working either even though we have followed instructions. I have had no missed calls from you. This is totally unacceptable after the 18 months of disruption that BT local put me through. I will take further action if you do not respond with a time and resolve this once and for all as it’s now over two years.you also promised on several occasions to send me a print out of every complaint call as is my right, this has also unsurprisingly not been done.
Hi Michele,
As previous emails, we have tried to call and discuss this in more detail with you.
I have asked your complaint to be reopened and dealt with, I would expect you to receive an update directly within 10 working days.
Kind Regards,
This is beyond parody.
Even though I have an email which I responded to and proof he is now trying to get out of it as this just landed in my inbox!
Hi Michele,
I am unable to give you a date or timescale as I am not directly involved with handling the complaint.
the emails you have just forwarded me and not got me copied in so I would have no visibility of this.
Kind Regards
Which mystifies me as in August after the 18 months of hell Chris wrote this
Hi All,
I am taking ownership of this entire project.
@Emily Baser can we have a meeting with Michelle to discuss the next steps please? I am available until 5pm.
Kind Regards,”
