“Every review site saying the same thing how incredibly bad they are and let me update you they are worse than bad!!!. So beware?? If you attempt to call bt customer services asking for help or updates, poor service or whatever it is they don’t give a rip. They will transfer you elsewhere saying there not trained, cut you off, never call back when they say they will, promises about dates with lie after lie. it’s there way or the highway so be prepared to pay for poor service and get nothing in return. I’m ashamed to call this a British company.”
“If you enjoy feeling powerless and without any rights to demand better of your service then BT are the perfect provider for you.
As always with these companies, you're forced into uneccassarily long contracts (24 months) and the advisors you conduct buisness with are extremely crafty, casually forming a verbal contract in disguise as friendly conversation. They slip in the small print and minutae of contract in a way that undermines it and makes the terms of your contract not explicitly clear. Now, fast forward down the line when you inevitably call about a problem (24 months is after all a very long time) they become very shrewd and start coldly quoting contracts and agreements that you apparently made years ago over the phone leaving you with absolutely no bargaining chips. They can essentially do what they like and you have no right to seek better service elsewhere or they'll hit you with a massive cancellation fee.
I argued against the fee for weeks, speaking to managers and expressing my disappointment that I should be penalised for wanting to leave when the whole situation arose in the first place from lackluster service on their part. They keep up a false pretense of friendliness but the whole time its abundantly clear they have no intention of backtracking or compromising and that a big company such as them are still going to take an extortionate amount of money from the pocket of a working person.
In what way is over £200 a justifiable cost for them stopping a broadband and TV service? How much does it actually cost them to turn on a line? Its purely bullying tactics to force people into remaining loyal rather than inspiring loyalty through good service.”
“Big problems with my email.
Big thanks to GARY for his patience and knowledge in talking (70 mins)
to a the most non computer literate pensioner in how to get back online.”
“I think the service they offer is dreadful. We pay for BT sport and it has been off for over a week. We are told that it is their error and they are sorting. We have been promised each time we ring it will be fixed. I spent three hours one day on the phone and spoke to 4 people, all saying they can see the problem and pass me to another. Last straw today someone was meant to ring me but once again no sport and no phone call. Apparently we are a priority, so goodness knows how long you would wait if you were a low priority.no. Think again if you want good service”
“When I signed my BT landline plus broadband contract, I was informed it is going to be a 12-month contract. One month before the contract ends, I phoned customer service to give the 30 days notice. I was told that my contract has magically extended. I have to pay £140++ worth of cancellation fee. This is all be cause BT sneakily advertised the landline service to be mis-matched with the broadband, so that we customers will be tricked to pay for the broadband for 18 months. I am a student who are financially affected by the pandemics. I demand my service to be cancelled free of charge.”
“Please avoid at all costs. No one cares. If you call with an issue they send you from department to department and no one calls back when agreed. I have received the worst customer service in ten years from this organisation. Please please avoid.”
“BT yet again 2 more failed visits 2 more days wasted at home waiting! No contact from BT still no closer to getting fixed since my last complaint. How many more days do we need to waste sat at home trying to work with no broadband for someone to arrive. This is beyond acceptable. Supposedly coming to the house today after another failed visit on Saturday. With no contact from the engineers or BT. Very very poor service. 3 weeks since our original connection date and numerous faults later and spending engineers again and again to reconfirm twhat they already know. The excuses. First a lightning strike, second there are available ports we can connect you to, third there are no available ports and it’s 240 volt issue that needs a different engineer to deal with, neither engineer to reconfirm that issue and another now to state it’s an issue with the installation in the house for which the engineer didn’t to attend again. Compensation £8 a day appears to be the only thing they can throw at us. Between Kelly communications and by open reach what a shocking service!! When we lodged a complaint initially they marked it as complete and we had to reopen it.”
“Please do not be tempted to use BT, - my experience has beena disaster from day 1 - i am 3 months in now, the fast fibre is slow, my phone line has been disconnected and the tv is glitchy to say the least, I have spent over 11 hours on the phone and have lost the will to live, but I will now dedicate at least 11 hours to complaining about BT.
My landline has been disconnected and it has taken hours to even get someone to acknowledge this mistake - Whilst on my latest call i was on hold so long that i had time to calculate how long i have spent on the phone to BT throughout this whole process - the incredible figure is a minimum of 10hrs and 52 minutes, and I know this does not nclude all my calls as i only went back through my mobile phone call history
I have made several complaints and would like some recognition of the time and trouble this has caused, even an apology would be good.”
“Rude and unhelpful customer service team.
Customer service adviser put the phone down on me.
I spoke to Customer service team yesterday and he closed the complaint which was lodged on 21 Jauary 2021 and no one got back as promised.
BT was misconceived on their website by not mention that they use old fashion Arial on the chimney. The Arial installers were late by only 4 hours. BT customer service team didn't want to know. When I phoned to chase them up because I was charged £91.00 for 14 days. The customer service team closed my original complaint. He kept saying that "what do you want from this" he didn't resolve it and told me to wait for another 14 days and I might get a revised bill. I moved back to Sky. Do not join BT. It's a waste of your money and time. The company is not up to the job. They cannot deliver. The staff needs proper training.”
“Didn't get the young mans name but he was based in the mobile phone teamNewcastle and I talked with him on Monday 25th January between 1030 and 12 noon. He was exceptional both his technical knowledge (I am a class one technophobe and he was gentle with me!) and with his brilliant interpersonal skills.
name”
“We joined BT despite numerous bad reviews as we knew people who had great experience with them... A week after our activation date we are still internetless. We have tried time and time again to contact BT to get the problem resolved. Customer service have been very evasive and unhelpful. They have said openreach would be going out on Thursday to sort the issue, they still have not gone out 3 days later... We have had no update, no communication on when we will have internet. We are both working from home and this has been worse than a nightmare for us both with no light at the end of the tunnel.”
“BT leave vulnerable 85 and 87 year old without working phone for 8 weeks and counting!
Its being handled by the priority care team, obviously top priority means nothing to BT, Sent emails to head of customer service, CEO of BT and of course all other departments and teams involved, no replies from those at the top so no chance of the underlings don't care either.”
“despair at BT nowadays. For the past 2 months, over 20 phone calls to them and several hours on the phone I still have 2 landlines. Is it too much to ask just to transfer the broadband to the other line and then close the first line? Every BT advisor has a different opinion of how to do this. Their complaints procedure is not fit for purpose and they never call me back. Usually half an hour wait to talk to them then constantly transferred. Its time the Government looked at their infrastructure monopoly in the countryside.”
“Hello my name is William littlefair and I wish to tell you how professional your employee Jane Dunn was in fixing my problem with you she deserves a reward thanks again Jane x”
“I have a business operating, this was a new business which opened on 25th Dec
I took a contract and telephone, broadband package with BT since November 2020. Which was a cloud express wireless phone & broadband.
I have BT broadband on my other business which i know how to set up. I set this up and the machine was flashing purple.
So I called the BT express team in November. Who said they will resolve.
I have been chasing this since November and no one has bothered to resolve this.
They have sent a new modem out and the issue was not resolved.
They sent a 4G reassure dongle and the issue wss still not resolved.
They cannot tell me what the issue is as they keep suggesting its an issue from openreach.
I called couple of weeks before my opening date of my business and they said the issue will get resolved ASAP! But im here on the 19th Jan 2021 and the issue has not been resolved.
I am loosing money on a daily basis. Especially during this pandemic time where small business are struggling. BT have made it a even more of an traumatic time.
My Card machine operates via WiFI. Its embarrassing as a business that we cannot accept any card payments since the business has opened. Which is putting me and my staff at risk just because BT cannot be bothered to resolve an issue.
Spoke to almost 5 Staff members, got all there names:-
Emma
Michelle
Joey
Chris.
All of them cut me off whilst putting me on hold, was told at the start of January that I would get a managers call back but that has not happened. Was told that it would be 48 hours to be told on the phone today that it will be another 48 hours.
Asked today if that was put on the complaint. The women on the phone advised that there was no request been put in place. It feels like the staff who are working from home cannot be bothered to understand the needs of the customer and only concerned about the paycheck.
This is very disappointing for the huge business like BT and the Express team let the company down immensely.
Furthermore, BT had taken Direct Debit for the services that has not been used. When promised that I would not be charged.
I keep getting false promises from individuals in this company and they fail to fulfil them and then when you advise that you want to leave BT. They advise you that your tide into a contract and that there is early termination charges! Like they are some bailiff.
How can you possibly say that, surely, I have not used any of your services, I'm getting calls diverted to my personal mobile and internet is still not working so my epos systems do not work, my card machine does not work, surely BT have not honoured there end of the contract.
I'm very disappointed and disgusted by the behaviour of BT and the cloud express team.
There offshore team is more competent then the individuals I spoke to.
I will be putting this on all social media platforms.
Please if you have a business make sure you check if BT are right for you.”
“Had a very complex situation resolved, the man I spoke to had excellent customer service skills, explaining everything as we spoke, he was very patient as I am a bit of a dinosaur when it comes to technology. Well done BT, you should employ more people like him.”
“I have been hanging on the phone for over 3 hours today and similar amount of time last week to get my landline and broadband connection without any success. I have just been passed around different departments , cut off three times today and the last person says she is not trained to deal with Digital Voice so can’t help me with my problem. The service is worse than you would get in a third world country!! I wish I had gone to Virgin for my broadband. Aaarghhh!”
“Terrible
Terrible, Terrible service. Internet down since Friday, and we work from home. Sent the wrong guy to fix it on Saturday, so now we are looking at Wednesday at the earliest. Asked for a SIM to get us buy and told I need to upgrade the package. So I have to pay more to cover poor service. Still in contract until next December but will be off as soon as it expires. Why did'nt I read the reviews. Doh.”
