“Too expensive. No reward for over 25 years loyal customer service. They offer deals to new customers and rip off the ones that remain. Well, I'm now paying less than half to another provider for a comparable set of products. And my broadband speed has gone up by 50%!”
“Still charging for cancelled mobile sim out of contract have cancelled it endless times since late July 2018 they always say on the phone that they don’t confirm in writing. Home broadband speed dropped drastically endless complaints and recording lack of speed which they admit on phone but do nothing ,when you phone and make official complaint they fob you off with will pass your feedback on. Diabolical not basically honest”
“BT business i would never recommend this company they are not flexible at all and do not UNDERSTAND if your having probelms no compromise no help no negotiation just disgusting the experience I have had. Try other providers not BT. They just plain black and white I would say whether you can afford or not complete your full term length dont care or want to listen to your probelm. Manager was absolutely disgraceful I found.”
“BT provided such poor customer service, couldn't meet customers' needs at all. Always charge customers extra money even when canceling the contract. My broadband package expired this September, but BT doesn't contact me to inform this and charged £20 extra this month. It was ridiculous to pay £63.49 to pay for the broadband package?!
I complained about this issue over the phone, one staff advised me to continue working with BT and was able to offer me £36.99 for the broadband and line. I ended the call as I wanted to have a conversation with my partners but was not told the price would be different next time! I called in twice afterward and was offered £37.99 and £39.99. Every time I called in and ended up with disappointment and the problem couldn't be solved at all. I am so disappointed with the service and price offered. Although I am going to cancel BT's package, they still need to charge another bill?! It is definitely a wrong choice to work with BT and it lets me down all the time!!! Never come back!”
“Awful customer service, was waiting 5 weeks to get broadband installed, had to book 2 days off work for them to keep telling me they couldn't complete the work. All they say is sorry and tell you to make a complaint. I made a complaint and still the issue wasn't resolved. On 3 separate occasions they was suppose to call but never did, and send a text saying they tried calling me. Absolute worst of the worst.”
“Daytime help line (Doncaster) was great. No stupid list of idiot things to do. Tested line, very slow, engineer arranged for next day, arrived early, fixed 3 potential problems, including new master socket. Wireless fibre broadband speed went from 4 mbps to 40+ mbps.
Very pleased but this problem had been there for a long time and should have been fixed when infinity was installed. Indian chat help online was next to useless.”
“Have tried to login, unsuccessful, BT says I have been blocked, called them up-14 minutes and nowhere. They deliberately make it difficult!
Went on chatline-after web form limits your narrative! Nowhere after 16 minutes. Asked for a transcript to be sent-NOTHING! They do not have a valid email address for complaints-they do not want any.
WHICH magazine puts them as the WORST provider-no wonder!
A-former-great British Company, with call centre personnel who are tied by what they say/do!
Go with Virgin/SKY, I am in January-a complete shambles!”
“You are led to believe that you are getting this fantastic tv package but you always have to upgrade to get anything remotely interesting. The vast majority of the channels are Freeview which is free anyway! Now they’ve tied me to them for 18 months paying through the nose for nothing. Boy, do I regret using them. NEVER again. Don’t fall for BT’s sales patter - they are the worst I’ve seen.”
“We have had broadband through BT for 2 Years
We have had a fault with our internet every week.
We have spent days off work waiting for engineers to arrive.
We have had our business disrupted constantly (self-employed) and lost thousands of pounds through downtime being unable to operate.
We have spent the equivalent of what must now be days on the phone trying to raise fault notifications and complaints and we get nowhere.
We get charged full price for a service which is operational 50% of the time.
We get bugger all compensation and ultimately, the issue never gets fixed.
We are leaving.”
“When informing BT that we were leaving because of the impending price increase and switching to another provider, they offered an enhanced range of product at a greatly reduced cost if we would stay. We agreed to stay with BT. Sadly in hindsight we should have left as BT have failed to provide all the elements of the enhanced package despite several phone calls to a variety of BT operatives. So anyone and everyone should check documentation of whats been offered as a contract with an operative of BT on the phone to see that they correlate??????????? Ongoing, so will post a further review in the near future !”
“Things are always going wrong - if you get past the automated woman which directs you to the wrong department their owns systems go down, they lose you whilst transferring you and then cut you off. They can even screw up calling you back!. And don't believe because your landline works now it will work tomorrow - Openreach managed to remove the connection for my line whilst trying to connect someone down the road to broadband , and it took innumerable calls and 11 days to get it reconnected. Latest is a sim with no voicemail that they can't fix. I”
“Contacted by to add sky sports main event on to package so I could watch a football match the following day,agreed to the price on the promise that it would be set up in time......and guess what 24 hours later still nothing.i can't believe that as a big recognised company that you can have the cheek to lie to customers it feels like I have been robbed by your lies.A disgraceful company.”
“Absolutely no concept of customer service. How did so many imbeciles end up in one place? Still, at least we know where they all are...
The fact that they constantly get reviews like this one -on this and other sites- proves that they just do not care.”
“On 6th of July a month in advance I made a call to bt customer service and asked to close my account and stop providing services when my contract ends which is 6th. Bt guy said that my contract ends on 15th of August, I asked to confirm that I won't be charged any extra money and I will be refunded £43 because I'm paying upfront, and the BT guy confirmed that is correct. Now turns out BT guy was lying, I still have BT service and I was charged £58 and not refunded !!!”
“Avoid at all costs. No one cares. Can't wait for contract to end. Have lived in the same property for 8 years and have never been able to use a landline phone. This is due to a very poor line. Advised by BT to dismantle phone as no point using it. Can't be bothered to waste time listing all the problems we've had and continue to have with the broadband connection. Goes down at a similar time every year. In the past, I've rang them almost in tears and explained that my daughter desperately needed the Internet to help with exam revision. They didn't care, and left us without broadband for over 3 weeks. This time round, we are on day 14. Absolutely useless. Customer service...no such thing.”
“I called today to renew my broadband and cancel my mobile package. The advisor said they could renew my broadband and then put me through to another department to cancel the mobile but after signing the deal and putting me through it transpired that they were unable to make changes to my account while there were orders in progress.
Completely disgusting behavior. The advisor either lied to me or is incompetent, both are as bad as the other.
I would never recommend them to anyone. When people ask me about my experience with them I tell them that I haven't had any problems yet/recently.”
