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We went with bt as the previous tenant was with bt and we thought it would be a straight forward swap to our name. This was not the case ! We had an order for the phone line and internet to be changed into our name (which apparently you need an engineer to come out 2 weeks later to do) when this was done, we recieved a new number ..we requested from day one to keep the previous number as we were running a business and that was the number our customers where familiar with. We were informed that as soon as the order was completed we can ring up to confirm the number change, So we did. We were then informed that the number would be changed within 24 hours .... 24 hours later the number was still not changed. After ringing back the following day we were then informed that there was another order on the account that had to be completed before the number could be changed. As we had not placed an order they cancelled the order and told us it would be another 24 hours before the order would be cancelled and then to ring back for the number to be changed. So as you can guess we rang back 24 hours later to change the number to then be told someone didnt cancel the order so they would cancel it and it would take another 24 hours ( why it takes 24 hours to press the cancel order button I do not know! ) since receiving our bt order on 5th November we are still waiting to have the number changed back to the original number! After being on the phone many days and many hours I was finally passed to a supervisor who informed me that IF I WAS TO PAY FOR THE BUSINESS ACCOUNT I WOULD RECEIVE A BETTER SERVICE! Which we were told at the beginning it will be easier to stay as a personal customer for now as that is what the previous tenant was and that it would be easy enough to change at a later date! After speaking to this supervisor I was informed that he would cancel the order and he would call me back to re arrange the phone number change between 11:00-13:00, did I recieve a phone call ? NO I DID NOT! I rand up at 13:02 to find out why I hadn't recieved my phone call and the lady on the phone said she had passed the message on for me to get my phone call. The NEXT day I recieved a call which was not from a supervisor and was informed there is nothing they could do as I'm not named on the account even though they have been speaking to me everyday since getting Bt and everyday they recieved permission to talk to me and permission to change the number! All we want to do is have the original number back on the landline which has took 8 DAYS so far and still counting ...”
“Been abroad got my kindle stolen in a blind panic trying to ring the bank as had to cancel all my cards on bt mobile kept cutting off as up to spend I was in tears thinking my accounts would be emptied out after about 5 true used my partners phone got it all sorted I got charged £70 pound for trying to cancle cards at bank my partner with 02 got charged nothing I feel bt just made money out of my misfortune 40 years loyal service amounts to being ripped off I have had trouble with my internet all the time when someone rings house phone internet goes off been too tested it nothing done still does it can not wait till my contract up go else where”
“Made a order for Bt broadband with the sport and was offered a free gift of my choice then was told they have taken over ee and can offer a better price for sim only again with a free gift
Have taken up the offers and they said all is done and I will receive the email showing my purchase and order
Having looked through the email they had put a different address.
I phoned and mentioned this to them then they told me that I can not have the offer at my address because it does not support fibre
So I asked how this was possible when I have fibre with my current supplier
They said this was down to lack of space in the cabinet
And got offered another speed which is less then 4mps for double the price I’m paying now
Sorry but that is not acceptable
So I cancelled my order and still waiting for email of cancellation and refund of my deposit that I had to pay”
“Useless engineer booked for a new installation had text messages emails and they called me twice once the day before saying make sure you are in YES I will be in took day off work and sat in from 12 to 6pm and the they didn’t turn up ! No call no explanation useless ! Even when I called they could not explain why 🙄Cancelled and went else where .”
“No phone line or broadband but I had mini hub. Engineer booked took 4 days but Sam came punctually and went up the pole and then in green box and fixed it. So he gets 4 stars. The one star goes to the dozey operators 5 of them "your mini hub will be connected in 2 hours" BUT 5 that's FIVE stars go to GARY and his team in Newcastle...polite professional honest and efficient. THANKS GARY.”
“BT Cloud one lady working her name is Anna she's wonderful she help me lord when I call all she always replied and helping person I can give you a 5-star are even though I can give 100000 start thank you very much”
“3months of poor service Internet dropping out which also effected the bt TV,customer services put phone down halfway though conversation several times,4 months and a upgrade (at my cost) to sort it out, back to sky once contract is up”
“BT have failed to respond to my complaints about their wrongly setting up my broadband & calls package. Their administration seems to be in a right mess and their management dont seem to be bothered by 93% poor and bad TrustPilot reviews. I strongly advise avoiding BT.”
“Absence of any indoor mobile signal, and only patchy outdoor mobile signal that pulses and drops out on every call. Cannot cancel the contract as their response is I shouldn't expect a constant good signal, they don't guarantee this only an occasional pulsing signal that can be seen.. but not used. Avoid at all cost. South Wales Valleys.”
“We have received help from Tyrone both…
We have received help from Tyrone both yesterday and today. He was very devoted and exceeded our expectations. He fixed an internet issue that we have had for a very long time and went the extra mile as he came in extra early the next day and made sure the problem was fixed.
Many thanks from Bective Leslie Marsh team at Kensington.”
“Absolutely shocking. My contract was set up incorrectly and been overcharged constantly. Apparently Customer Complaints team do not take calls and so relying on people saying they will call you back when don't. 47 minutes on a call to be advised that I will be charged for said call!!!!! issue still not resolved. I would avoid BT entirely”
“I have just moved house all amenties were disconnected by a quick phone call same day apart from BT who have insisted on a months notice charge & then can not get an engineer out so the people moving into our house can not have their phone connected either. Really poor service from what is suppose to be the leading provider.”
“After 7 weeks and 4 failed attempts of trying to get a phoneline and broadband I give up they make promises they don't keep for a company that does this day in day out utter shambles how they stay in business I'm not sure”
“Our price of our TV increased by £20 per month in a year. We started off paying 42 a month and ended paying 62 a month. They also made us pay an extra month as we were 1 day less than giving a months notice so ended up having to pay an extra month of £62”
“I was a BT customer for years. Whilst installing some new equipment, their engineer drilled through some wires. He did not tell me. He up and left without completing the installation. I informed BT who did not care. Out of principle i chose to leave them. They made me pay a £200 leaving fee but would not amend the damage to my home.
AVOID!!!!!”
“reported a fault july 2nd, had 6 engineers at my property, 1 engineer {outreach} told me it was my router... went in his van & brought me a so called new one in a box but i found out off the nxt engineer that it was a second hand faulty one taken from another house, got allocated to a case manager & had 1 phonecall off him saying hes in charge of everything, never heard off him again, had 2 more allocated to me & never heard a thing. i refused to pay my bill which they eventually waivered, never heard anything again off anyone.my broadband is now working after 8 weeks of going off every night at around 9pm, no apology & no offer of compensation, its as if im invisible, if youre thinking of changing provider then think twice, they are ready to take your money & promising you the earth but when it comes to complaints its non existence, try getting through to them .... impossible.”
“9.9.19 - I am having lots of problems with BT who wont allow me to leave until my contract is up (July 2020). When I re took my contract out with them it was on my understanding that we would continue getting the speed we were being provided. Since then it has dramatically dropped and they don't seem to care and say they are still providing us with the minimum speed in there terms and conditions (which is practically nothing!). If I had of know the internet speed would have dropped that dramatically then I would have never taken out the contract with them. There customer service is appalling. We turn off our wifi as it is that bad and use 4G so I really don't understand what we are paying for!”
“Bt guarantee broadband in every room. Funny that, they could not fix our broadband after 7 visits and we never received a proper service at any point throughout our contract. They claimed my wife couldn’t set up her phone WiFi, and offered to help her. It turned out they could not do their job. Don’t bother with Bt they are not bothered in helping customers. Utility warehouse now prove a service is possible and it actually works properly..
BT don’t bother yourselves.”
