“BT reuse to let me leave without paying the rest of my contract fees despite not giving me the service I signed up for. To leave I must pay £197. I have a ADSL Internet connection which, despite ridiculously slow upload and download speeds which I tolerate, continually loses connection and displays the dreaded ‘yellow light’ on my router signalling a loss of service, REPEATEDLY, 10-20 times a day!! BT offered many ‘workaround’ fixes, free phone data, new routers (x3), engineer visits etc. After my need for a better connection became essential due to large file upload/download for work, up to 6GB+, I decided to leave BT and join Virgin Media which was cheaper and has impressively fast fibre broadband in my area. BT then claim, what for it, that my loss of Internet connection isn’t technically a ‘drop’ in service and happens simply because the accompanying landline has a fault on it!! I explained, it doesn’t matter what or where the source or location of the problem is, all that matters is I’m not receiving the service I should be. To which they respond with their final word on the matter (after long debates and endless transferring from department to department) that my Internet has only ever ‘dropped’ connection twice during the last year and has always been ‘provided’ otherwise and it’s the problem with my landline that causes the problem with the Internet connection at my end, and therefor, because they’ve continued to provide broadband at the speed contractually agreed upon from their end, I am not free to leave without paying the rest of my contract!! Can you believe it!! I said it doesn’t matter what you provide at your end, what matters is what I receive at my end, AND I RECEIVE REPEATED DROPS IN SERVICE!!! I DO NOT CARE WHAT PART OF YOUR SERVICE/NETWORK IS BROKEN, I DO NOT RECEIVE THE SERVICE I PAY FOR AND I WANT TO LEAVE WITHOUT BEING CHARGED £197 TO DO SO!!
BT refuse to budge so I must pay £197 to leave a broadband contract that is regularly interrupted by a fault on the accompanying landline. What can I say except, BT, shame on you, after my years of loyalty, you treat me like this, SHAME ON YOU!!”
“Only 4 months after joining BT leaving them.
Insulting and badly managed with a Ceo own interest is to accumulate capital.
20 days after joining speed went down, they sent me a 'techy' Who has absolutely no knowledge, declaring my wifi bounces on my walls reason why not working!
Then came more insults, blackmailing me to stop throttling on my fibre plus.
Terrible one wonders why they are not oust off business, because that is not business that is very poor concepts of what is a Client!
Shame on the ombudsman letting them run this way.”
“On moving to BT, my elderly, hard-of-hearing grandparent intended to retain our phone number, but this did not happen (whether through misunderstanding or miscommunication). We were only made aware of this months later when our original number was deprecated by our previous provider, and we contacted BT to inquire what was happening. We're now outside of the period BT would allow us to reclaim our original number.
The problem is that BT did NOT notify us of the change of phone number. Had they done so, we would have been able to promptly rectify whatever issue led to not retaining our original number, and we would have been able to reclaim our original number within the allowed time period.
The agents I've spoken to have been nothing but helpful, I cannot fault them and I understand there's nothing further they can do to help, but the failings of BT's processes have resulted in an easily avoidable issue and inconvenienced my elderly grandparent.”
“WHAT AN AWFUL AWFUL SERVICE. A BT engineer came to our house a week ago to set up the internet and left without connecting us for some line problem. He gave us no idea on when it would be resolved. Endless calls with BT to organise for another engineer to come today and they didn't show up. I thought it was an essential service what they provide????”
“1 MONTH TO FIX A FAULT ON MY LINE AND A FURTHER MONTH TO WAIT FOR COMPENSATION FOR THE SAME.BT IS MORE INTERESTED IN ITS POLICIES THAN ME AS A CUSTOMER. FOR A COMMUNICATIONS COMPANY IT HAS LIKE TRYING TO GET BLOOD OUT OF A STONE APPALLING FROM STArt to finnish”
“Shocking customer service. Stay well clear. Since l have joined them over the last few months its complaints all the time. A example asked if l can change my direct debt date as l just started a new job ,yes they said that will be okay. The never listened and the direct debt come out a day before. I had to pay bank charges.”
“This company overcharged by mistake, admits he error, but die not pay the refund. 3 official complaints later and further apologies from BT, still no refund. A company so bad to the bone that they should lose their license to operate.”
“BT is a big cheater I Don't have any services from BT bu they sent.me big bill!!! Hope I can talk to them and explain why they do this.
So please everyone don't go with bt”
“DONT PICK BT FOR ANYTHING
I was conned into joing BT via a black Friday deal I saw online. This was not the case and they started to charge me £45 a month instead of £30. They started charging this bogus amount once you are out of the grace period, meaning if you want to leave by the time you realise they are charging you £45 instead of £30 you will have to pay an extortionate amount in cancellation fees. They are currently charging me £316.93 to leave this con of theirs. My advice would be to stay away from BT, any offers they put are clearly lies and far from the truth. I have been forced to stay in contract with these cons. I would like to share my experience so others would not fall for the same trap”
“New account ordered on 31st March 2021 due to an Openreach box and line already present in my freshly moved in property.
New broadband box reciever recieved on the 8th April 2021 with a notification that my service had been activated... yep, that didn't happen.
It is now 13th April 2021, my service still shows as activate, it is not. Twice now I have been promised an update on how things are progressing... these have not materialised.”
“My experience with BT has been absolutely terrible in every way and this is how a loyal BT customer is treated. Summarised as follows:
- BT stop my TV box and state it’s a fault. What it really was, was that they wanted me to sign up to a new contract so bluffed me by sending replacement kit. This was in January, even after I warned that I’d be moving house shortly.
- 13/02/2021 I explain to BT that I’m moving home and attempt to order house move. As it’s a new build (new home), BT will not allow me to order until I evidence I’ve moved and charge me for full service, even after I move I to new house.
- moved home 20/02/2021 no Wi-fi or service as of 08/04/2021
- BT send kit to previous address that I left over a month ago
- It takes over 2hrs a phone call as I’m sent to wrong department over 5 times per call and twice I’m cut off
- BT cancel my complaints twice online and lie in that they have attempted to contact me when they haven’t
- BT call me a liar in that there computer thinks that I have full service. This is until I evidence that my smart hub 2 is indeed orange and doesn’t work
- I’m forced to risk travel and work from office during the COVID epidemic
- BT state that an engineer will come out the next day between 1-6pm. Two days in a row and no engineer visited
- I ask for special dispensation as I have a 3 year old son and I’m the registered carer for my 90 year old Grandfather. I’m told by BT management that this does not qualify me as an emergency or priority so no TV, Wi-fi, phone or CCTV to my home for two months.
- I’m charged the monthly charge for the duration, even with no service
- BT attempt to cancel my complaints without my consent and send another activation date. Luckily I’ve screenshot the original date and so can cancel as per breach of contractual obligations by BT
BT have become an absolute joke and the relationship between BT and Openreach is now a joke.
My advice is don’t join BT”
“was waiting almost 4 months for installation.In the beginning of March phone line has been connected.Today engineer supposed to finish work but he said I can't have full fibre internet even though contract has been signed for it.Instead I have been offered to sign contract for much slower Internet for the same price.But internet would be ready after 1-2 weeks.Bt is blaming me for that because I supposed to check if I can have specific cables in my building.How could I know I have to check this?They had 4 months for telling me this.Now I have been left without internet and can't go back to my previous provider unless I will pay double.So if you think to switch to BT you may end it up without internet at all.”
