“Horrendous company charged me in 20 mins for broadband a month ago
I made it clear I don’t have the socket for the phone line and would need an engineer
Wasn’t processed correctly they said sorry and filed it as a complaint.
They promised an engineer would come out
5 different occasions the engineer they booked and Confirmed did not show
We even booked in extra staff to accommodate them
We said to cancel the contract if they think it won’t come on the final time, they knew that they were “assigning” engineers and they weren’t turning up but still said that this time would be different.
Ofcourse no one came, they also stopped calling - I would contact and be promised a call back that would never come.
Called to cancel and get a refund and compensation for the staff that had to sit, they tried to say I have a pentalty for cancelling the broadband that I’ve paid for for a month so far with 5 engineers never coming.
All companies might tie you into contracts but do yourself a favour and go with someone who will atleast give you what you bought instead of scamming you essentially.
Wish I read the reviews before
They know they’ve made a massive error and are just trying to continue to send me cables instead of just cancelling after a month of wasting my time
Lone behold not received any cables and no “managers” or “complaints reps” have called when promised. Shock .”
“Ordered fibre broadband in October,only just been installed today after a full day where the engineer turned up & discovered the fibres hadn't been put in, had to wait for them to come back. During the time between the order & installation had very little information & kept changing the dates. when I did speak to someone she was rude. Will be changing suppliers asap”
“Worst customer service ever, Took 2 weeks to setup internet and on last day they told me on call it was cancelled and then said it was failed and asked to wait for another couple of weeks. I cancelled the order. Please don't use their service / place order with them. As they just gonna waste your time.”
“Appauling service. 3 months to connect us and when they finally arrived they fitted the hub on the floor in the corner of our bedroom . No internet to half the house . Customer services couldnt care less . Waste of time”
“Well, what a terrible, insensitive money-grabbing company! I'm trying to block outgoing calls and cancel a BT landline account after bereavement - is it easy? - no it is not. After my mother died recently, as executor I kept the account going just for safety because the house was empty and the security cameras needed internet to function. After getting confirmation that the house was to be sold, with completion in a just a few days time, I immediately phoned BT, and after 50 minutes of fractured conversation all I learned was 1) BT won't close the account for another 30 days -note: not "can't" close it, they just won't close it. 2) BT will not block outgoing calls, meaning the new occupants will potentially have a live phone line for free. Note, not "can't "block outgoing calls, they just won't! So, BT, shame on you for your callous approach to your poor customers. You are the worst of the worst.”
“Moved house 16 months ago and signed up to BT fast broadband.
They keep sending me mini routers to try and keep my broadband up and running, they don’t work they are useless.
They have changed my package because they said it was what I needed, they lied, the broadband still no good.
They sent several engineers, only turned up on 3 occasions with no excuses as to why they hadn’t previously turned up, leaving me out of pocket for waiting in for them.
Kept changing router and mini discs and still no good.
Finally after 16 months of complaining I had a call from customer services, a female called Sandra who was my dedicated customer service person, told me she would always be available to get my broadband sorted, she lied, could never get hold of her even after leaving several emails she never got back.
The last engineer took about 3 hours to go through everything and replaced my router for the fourth time, at the moment I have stable broadband.
I have been paying a lot of money and getting nothing back in return for 16 months, absolutely disgusting, can’t wait for my contract to end then I’m off to someone else who can supply what I need.”
“I am raging at Bt since I took over the business I have had nothing but mis-sold and lied to! I’ve been cut off I’ve been sold this sold that now I’m paying £129 a month when I was told if I switch to fiber which I had to because they we’re getting rid of copper I’d be paying £60 a month. I’ve had nothing but an absolutely shocking service since I took over in May. Please stay away from this absolute sham of a company and their lies their sales team tell you. Stand by the person at the end of the phone in Monday as I’m having to shut my business AGAIN to speak to your useless business. Everyone I’ve spoken to has not one good thing to say about BT! Please people stay away and please don’t reply with your generic reply!
Date of experience: 20 January 2023”
“If I could give BT a minus, I would.
Totally shocking and disgusting service. Fed lie after lie. The right hand doesn’t know what the left is doing.
November 2022. Moved house. Over the road 🤔, so we’ll within the exchange area. We were told at the start that we could 100% keep our phone number. The salesman on the phone mentioned we could get BT tv package for an extra £2 a month…….so we ok it.
Then everything went belly up.
The day after, “open reach” cancelled the order……no explanation. We were left with no phone, or internet. A week later, after being on live chat with BT, a mini hub was sent out. We tried to get it to work……..and a week later on another live chat session, the guy discovered that someone at BT hadn’t switched it on their end 🙄
Eventually we got Wi-Fi……….but they were having trouble getting the land line set up. We were promised phone call after phone call…….nothing 🙄
Weeks went by, and promise after promise, but nothing.
Over 100 emails & sms messages from them. Including a phone call at 7am on a Sunday morning to tell us that someone would call the following week 😡
We have had emails saying, that’s it, your all set up and ready to go, only to check our phone…….nothing.
It is now jan 17th, and have received email telling us that it is “not possible” to keep your number.
I am self employed, the old number is on my van, business cards, & correspondence, not to mention possible lost trade due to their incompetence.
They’ve offered 3 months compensation, which we laughed at……but they didn’t even have the decency to phone us and explain…….a bloody email.
If I could get my number & service elsewhere, I’d jump at the chance, but BT have got the monopoly, and they know it.
A total fiasco from start to finish.”
“NOT WORTHY OF ONE STAR!!!!!!!!
We have been without our telephone service other than a couple of days when engineers came since 23rd December. We have been in touch with BT almost everyday for around an hour at a time, if we charged it would be £40 per hour and they would owe us compensation for loss of service, plus £800 for our time. Every person spoken to gives different stories. It started with a faulty line on 20th December. When help was sought the first person spoken to said we didn't have a contract since 2004. Why the dickens have we been paying BT regularly since then, and agreed new contract terms, and had upgrades on internet etc. if we didn't have a contract? Rubbish No.1 They then tried three times to issue contracts and each one was wrong and also effective at a future date not immediately, Rubbish No. 2 Our service was taken away with a pending contract. On 27th December an engineer visited because the service agent said we needed a home visit. He had been to the green box and found that someone had wired up the lines incorrectly which would account for us and our neighbour not have a service. Friday 13th january our internet and phone service was eventually restored by an engineer who found a fault 680 metres from our house. He set up the new router for the internet as well. Today we went shopping and saw two Open Reach engineers working at the green box at the end of our road. My husband and I both said "looks like we are going to lose our telephone again". We arrived home two hours later and correct, no telephone. My husband has been fed a load of tosh again for an hour on customer dis-service. It will not be restored until 24th January as there is apparently an order pending. We agreed to a free trial of an upgrade to the internet to improve the speed. No one said they would take the phone service away until we receive that engineer visit. We still need our telephone. We are keeping notes of every call and contact. This monopoly was fine when the company was a good one, but it mustn't be allowed to continue with such awful service. Can't speak to a manager or anyone in authority.”
“Customer service means absolutely nothing to BT. I have had various issues since the start which have been very poorly handled to the extent that I received a large amount of compensation only after going to the ombudsman. Not long after this resolution another issue arose which again has been awfully handled and will likely result in another referral to ombudsman. Issues will always happen with any company however BT clearly have zero interest in providing or training staff that have the ability to meaningfully help customers, avoid at all costs”
“I had a great experience with bt customer service.ive had a problem viewing my tv which was fixed today.i did have to speak with 2 separate departments both member's of staff were friendly and very helpful.i did struggle a little on my end because I'm currently unwell with strep.I told them my situation and they were very understanding and patient with me.the last thing I wanted to do to day is be stuck on the phone all day or writing reviews.im so happy with the experience I've had today I cant thank bt enough”
“I literally cannot emphasise how bad this company and their practices are. I would encourage any one to stay well clear, and find another provider for your internet etc. It appears all staff are encouraged to lie and will try and claw money from you by any means necessary.
I ended my contract early as I moved house some months back. As a result of this I was slapped with an early termination fee. Fair is fair - I knowingly opted into a longer contract. With the cost of the last bill, the early termination fee and the cost of the kit, which I eventually returned, I was left with a substantial final bill. I was struggling to pay this in one go, given the current climate. I rang multiple times only to be told that no payment plan of any kind could be set up. The bill has to be paid in full or it is sent to a debt collection agency, no questions. They also like to repeatedly send emails reminding you of this, I assume as a form of intimidation. I offered to pay back over a period of 3/4 months and to setup a direct debit but was declined. Bizarre, as their letters explicitly say if you are struggling to pay contact us.
The next issue, which turned into a 2 month long nightmare, was the BT Hub. I was told this has to be returned or I would have to pay a £50 charge. Over the course of 2 months I repeatedly requested a returns bag to send the kit back. This bag was never sent, yet they kept sending reminders to pay the bill. Enoughs enough, so I ring and explain the scenario. The advisor told me that the fee would be wiped as a gesture of good will and the return kit would be sent. This, I was assured, would arrive within a day. Fast forward a week and I still hadn't received the returns kit and I was STILL being told the £50 remained on my bill. Evidently the advisor had lied to get me off the phone. May I add that the advisor told me that there was a note on the account saying that BT had failed to send multiple return kits. No one notified me of this though, I assume because they want time to run out so they can slap me with more charges.
I finally got the returns kit and sent the kit back. I phoned a different advisor on the day of returning, as well as after I had been to the post office. I gave the tracking number, and he said all fees would now be wiped. I requested an email to be sent to confirm this as promises had been made before. An email was sent confirming I had sent the kit so I thought all was finished.
Today is the 31st December and I get ANOTHER email saying if I don't pay the fee for the Hub right away it will be handed to a debt collection agency. I am literally pulling my hair out at this point. When I spoke to an advisor today, she said the previous advisor had not marked the kit as returned (I have been now lied to by 2 separate employees). She said BT had actually received my kit on the 22nd of December, yet I am still getting warning notices on the 31st. When asked why this was not resolved internally Kate provided some half arsed excuse about strikes. To be honest, her answer didn't even make sense. What do Royal Mail strikes have to do with BT marking my kit as returned? I have no clue.
The kit was received on the 22nd yet I was still getting threatening emails. The case is now resolved, but I would urge any one to AVOID using BT at all costs. Employees seem to be incentivised to lie, and they will do anything to make a few quid out of you. Terrible and deceitful service, poor communication and more. Please avoid.”
“Haven't got the equipment connected yet nine days without tv viewing it's not acceptable .An employee said an 89 yr old set up her equipment .So rude and at this point of time I really can't trust this company .Appt made last Tuesday the engineer failed to show up .I asked them if someone could set the equipment up and they said it was easy I'm not a techie but a 71 yr old woman who needs a tv”
“what went wrong ?BT went wrong ,im a vulnerable person who needs the internet to keep in touch with the hospital as i have to do daily reports on my condition, BT were booked to come out and install full fiber wifi and did not turn up on the 23,11,22 so i phoned to find out why ,to be told it had been cancelled ,when the old provider turns off next week we are left in the cold ,no wifi. my mrs wont be able to work and i wont be able to contact the hospital absolutely disgusting service,would i recommend lol you must be joking ,complete waste of time”
“I HAD TO CONTACT BT TECHNOLOGY DEPARTMENT BELFAST DUE TO A QUERY
WITH REGARD TO MY SMART HUB 2 I HAVE TO THANK SEAN FOR RETURNING
MY CALL TONIGHT WHEN HE CARRIED OUT A BROADBAND AND LINE TEST WHICH
WAS APPRECIATED TOGETHER WITH INFORMATION REGARDING MY EXISTING HUB.”
“No customer service, had our line taken over but still charged a early finish penalty. Complained spoke to an agent who lodged complaint. Agreed a call back the following Sunday - no call or no email to apologise or make an alternative arrangement. Money taken from account so I guess they didn't accept that the line was taken over so been rinsed. Will never use BT again. Terrible.”
“BT senior directors should all be fired !
Can’t get an engineer to fix unstable internet in the house. Been 3 weeks and BT are hopeless. They subcontract engineer service to QubeGB ltd. They have cancelled two appointments last minute on the same day. They have now offered me another in 5 days. The BT seniors directors should all be fired. Qube GB are making huge profits whilst delivering awful service. The BT board needs to be accountable. They have a supplier failing to deliver service yet this supplier is making huge profits. Check their accounts out !”
“Absolutely everything went wrong from making an order with bt business on 17 August 2022 to being here on 16 November and still no line connection. Diabolical and unprofessional. Unhelpful and incompetent would be just the tip of this iceberg of utter stress and time wasted.”
“someone was to phone me on Sunday was in all day no one phoned
tried to contact open reach totally impossible haven't got a clue what the recorded messages say.
l just wish they would come and strip everything out
NOT FIT FOR PURPOSE”
