“I've been with BT Internet for over a decade and BT as a landline for 30+ years.. Never had an issue and always sang their praises to all my friends, etc...
But when they sent me the hub5, they asked me to return the hub3 to them for recycling, which I then did. But after about 3 months orso, the hub started doing random things, such as switching off randomly and more than anything, giving me the worst wifi signal ever. So I called BT and said here must be a fault with my service. So they ran tests, I checked all my settings and everything from my side was all ok, so they sent me another hub5 and I sent the old one back..
I received the new hub5, but pretty much had wifi issues since day1. I can't get signal in the next room and it's a normal house with normal walls I live in. If I'm on my phone and walk to the kitchen, the signal drops and I'm stuck on 4g. I thought it might be my phone, but it's doing the same on my wife's phone and my work mobile, all 3 mobiles are on different providers. My laptop and tablet do the same, they drop signal if I move away from the room where the router is.
I again checked everything in my house, but I don't have any interferences, as I don't have a wireless landline, I don't have any blockers anywhere near my rooms. Ie microwave or special remote controls etc..
So I bought a BT wifi extender for the other side of my house, but it never gets connection as it just cannot find the router at all, I know if works as it works fine when plugged into the main room with the router
So I contacted BT and told the hub5 they sent me also doesn't work and I asked if they can just not send me the hub6, as my friends use it and they (and me when I visit) have amazing signal even long into their garden.
BT then literally told me they won't do anything as I should not be using wifi enabled items as they will never offer assistance with wifi, the lady even told me that their adverts are rubbish and lie (I recorded the call!!!)
So I said could they send me he hub6 because all the issues I've had and I've been with them for such a long time and they said, not a chance. If I wanted it, I could buy it but they wouldn't help me (their actual words)
So I feel disgusted by their services and just plain rudeness of their staff.. I'm still contracted with them for another 5 months, but really don't want to keep paying for a service I cannot use as its **bleep** and a drain on my money and resources in the house.
I would get another router, but BT have made it so difficult for this to happen, as they lock a lot of features to prevent this.
I know it's only the Internet, but I make my living from it and cannot do my job correctly without it and it's stressing me out, I've already lost a customer because of lack of service..
I've been able to test a friends Hub6 while they were on holiday and the signal was amazing. Throughout my house and into my garden. So this proves that the issue is 100% the Hub5 and not my house or area itself. But BT are basicly calling me liar and do not care about us at all..
My contract doesn't finish until the 5th of April so I have to endur this rubbish for a while yet.. I have raised a claim with the ombudsman for help, as it's ridiculous..!
I'm so unhappy with BT”
“From start to finish the service received from BT has been undeniably shocking.
First Issue: The equipment for my self service package was incorrect, when contacting BT was I on hold for 15 minutes to be transferred to an Indian call center. After being on hold for 15 minutes I am told they can not help me and that the number I needed to dial was incorrect, I asked the man politely to transfer me to the correct department as i had already been on hold for 15 minutes, the man advised me that he didn't have the facility to transfer me - SO, I am speaking to what i believed to be the biggest communications company in the world but find out they can not transfer between departments.
My problem here is that i made the advisor aware when taking the package that i needed to the service live by a certain date as i work from home and was due to have a very important conference call that i needed to attend - I missed this call and therefore lost a lot of money.
Second Issue: I called back the following day, again I was on hold for another 20 minutes to have the phone line cut on me; resulting in having to ring back again and remain on hold for an additional 15 minutes.
By this point I am no longer happy to put my faith and business in the hands of a company that cant A. get an initial package right B. Answer the phone in a timely manor C. Cut the line on me when calling and finally are unable to communicate between themselves.
Third Issue: I have cancelled my package with a lovely young man who was understanding, he cancelled my package for me and advised me that there would be no charge whats so ever, he would send out a bag for me to return the equipment and that would be the end of it - Well, it wasn't... £88+ was deducted from my Bank account. As you can appreciate i am becoming more and more frustrated,
I rasised a compliant at this point, i requested confirmation of my complaint in writing and asked when i would expect an outcome, i was told a manager would call me back - I NEVER GOT THIS CALL BACK AND THE COMPLAINT HAS NOT BEEN HANDLED.
Forth Issue: I contact BT again re a refund, i am left waiting on the line for 20 minutes to be told that there was nothing they can do and that i am to contact my bank and do an indemnity claim. I have now wasted near on 1 and a half hours resolving an issue of which should not have arisen in the first place. I got the monies back from bank and believed everything had been resolved.
Fifth Issue: I received a letter/final bill stating that I have £71.64 outstanding.... I once again call BT, i am on hold for 10 minutes - i ask to immediately to discuss this issue with a Customer Service manager to be told that is not something i am able to do but was offered a call back by a manager - I am not happy with this, especially knowing that my compliant has not been handled and i have not yet received the last call back i was expecting.
Sixth Issue: The call handler cuts the call - I am calling back AGAIN but placed on hold!
I am told that i am unable to speak to a manager - Why i do not know and so i am left feeling that what is seen to be the largest communications company in the world actually doesn't really care and have in deed lost sight of what a good and respectable service looks like!
The service is possibly the worst i have EVER received. I receive a far better service when shopping in a market hall buying fruit and veg!”
“I have been with BT for 34 years but have to say, these they are the most incompetent organisation I have ever had the misfortune to deal with. I won't go into detail re my specific problem but I will say this. It is causing me significant stress and inconvenience yet they continue to break promise after promise. One day this will all catch up with them but until then all we can do is expose them via excellent platforms such as this.”
“My broadband is slow and continually drops out everyday, I'm told different things by BTs staff in their Indian call centre. I've had two new HomeHub4 since May, when my original was hit by lightning. I live in a village that has an ancient exchange which has never been updated, therefore I can not move to another broadband supplier as they would have to piggyback of of BT's old equipment. My broadband drops daily at 17:00, and may or may not return by 19:00...quite often continues dropping out until after midnight. At weekends my service is intermittent from Saturday morning onwards. A few years ago after that storm I has the same problem, 3 engineers came out and two told met here was nothing wrong, the third one went up the telegraph pole and found my line connection had corroded and dropped off. Did BT refund the £128.00, of course not they kept that... I hate BT it's run by lying charletons, only interested in making money for its shareholders, and has no interest in investing in its infrastructure...especially in outlying villages. When the do speeds checks, they do them from London 50 miles away not the exchange in the village.”
“BT experienced a system issue and rejected my hone line installation delaying by 2 weeks even though they're at fault. Guess I'm not going to be skypeing my family this Christmas, thanks BT!”
“The most horrific experience i have had being a customer of BT for the past year. I have been chasing the customer service team for technical problems i was having with BT from the very start. This process took 9 months in total, culminating in 25-30 hours on the phone to BT trying to get accountability. This included weekly call back guarantees that happened reliably out of the scheduled time. My case been dropped 3-4 times without resolve. Escalation to the onshore account which was guaranteed and not granted. I paid a bill each month for TV service i was not receiving. Despicable service!!! and one that the public need to be aware of!”
“BT Cloud Voice - Very poor customer service and training on product. The Portal doesn't work or sync correctly with any of the App like BT Cloud Voice Connector on the desktop or iPhone. very expensive stick to Avaya systems or GrassHopper.”
“Been with BT for 1 year and we had to cancel out a few months before it ended because we was not getting the full internet service of 8mb and regular tests displayed 0.01mbps with frequent disconnections. I was quite fumed and customer service could not help with anything, not even upgrade or send engineers. I know its not my property thats the problem because i had no problems with virgin before.
Furthermore we were charged £200+ For early termination of contract, of course its not worth doing that but the service team said we wont get charged anything for leaving early which is what we did unfortunately. We tried to get a record of this evidence but BT did not record the conversation, how smart and dirty of them! Anyway, i got a letter recently with BT saying we owe them £90, to be honest thats just a joke, they've already taken £200 off our direct debit without consent! So everyone, dont join BT for heavens sake and find an honest provider elsewhere, they offer better internet and even cheaper deals!”
“MOST DISHONEST AND CORRUPT BULLYING ORGANISATION I HAVE COME ACROSS - I WARN YOU TO CHECK EVERY TRANSACTION WITH A FINE TOOTHCOMB AND SET ASIDE MANY HOURS AND A SPARE LINE TO MAINTAIN CONTACT”
“Con !!! After 14 years with BT - a shockingly high broadband account (not even high speed fibre optics) - a phone call to offer us FREE bt sports - resulted in a renewal of our disgusting contract !!!!!!!! Our own fault for trusting the sales person and not reading the TS & Cs - but I know it was not told to us !!!! They should be investigated!!!”
“I have ordered the BT Infinity 2 package. The BT engineer did not turn up and their customer service person was really rude with his 'Im sorry but this is not our fault' and I can wait another 2 weeks+ for the engineer - and even than he cannot guarantee that they will show up...That is the best he can do! Real time waster and cannot believe that this sort of trading is allowed. They hold me as a hostage now as Im still within a contract with my phone line and it is quite expensive to break the contract (£96 I think they said). Nice one BT! I could rant forever but hey ho - lets move on and take my customs somewhere else and leave as many negative reviews all over the internet instead :) I cannot comment on the actual speed and reliability of service (for obvious reasons) so gave them an estimated 1 star (expected average :)”
