“Useless terrible service. My mother's 94 and aunt 99 have been without without their phone for over a week. An engineer was promised today between 8-1. He came at 8.15, in Openreach van, they watched him from window. He didn't get out, ring the doorbell,, then 15 minutes later buggered off. The fault us outside. I now have to make another appointment and wait Christ knows how long. Let's hope nothing happens to mum and aunt and they need to ring in an emergency BT heads will roll. They haven't got a 0 rating for BT
Mrs Law”
“What went wrong? Almost everything!
When we moved home I contacted BT.
First they couldn't get our register address correctly, left off the house number and street. So when the sent someone/something the friver couldn't find it :(
Then they "forgot" to remove our old address from their list so they sent the new hub to the wrong place :(
And because there was an address mismatch about the fibre connection, instead of sorting it, they cancelled the job.
I only found out on the day when there ws a "no show" :(
Also meant the sent the new hub :(
In all this time I must hve spent about 8 hours on my mobile phone to them :(
And just now, I learned the reason why I didn't get updates about it ..... they phoned/SMS'd me from a withheld number.
Presumably I was not talking to someone in an office, but someone working from hom.
Did they not realise that a lot of people block quite understandably withheld numbers .... or maybe their mobile has it preset?
In frustration I cancelled the connection request, terminated the account with them, and went with another provider. After all these years of BT ..... :( :( :(”
“I’m a new customer to BT having chosen them when moving to a new home. I was sold a broadband package sufficient for working from home and accessing 4K streaming Tv. Unfortunately since the move, the broadband speeds have been well under half the ‘guaranteed minimum’ in my package. Two engineers (one contractor and one Openreach) have failed to fix the issue, while BT phone and online customer service has been abysmal. Excessive waiting times on the phone, and fabricated closure of complaints online advising that ‘the customer has advised the fault has been fixed’. Promises to contact me and then failing to do so. Escalating the issues has been met by a wall of silence. Truly pathetic and this is only one month into their ‘service’. BT’s payment systems seem to be bulletproof however, no problems in them collecting my money for very little in return. Awful. Awful. Awful.”
“They were lucky to get 1*told BT we were moving. They sent updated equipment to our new address. We asked for help setting up as being senior not aware of how to do this. Engineer booked took 3 weeks, he turned up at our old address. Next available appointment in 3 weeks time. Then they sent out a text with link to YouTube.! Shocking service but they don't care”
“BT is shockingly bad. I have been with them for many years and expect the best from the main landline and broadband provider. Sadly, this is not the case. When Open Reach came to connect fibre broadband to my house last week, they lost my number and tell me that i might not be able to get it back. In the mean time, I have been without my number for nearly a week, they say it is going to be until next week (Tuesday today) until they can tell me if I can have my old number back. Meantime, I am now without work waiting for my phone to ring. Utterly hopeless. I have been on the phone to them for approximately 25 hours being fobbed of with this and that. How on earth can BT just lose my number? I thought they knew what they were doing. Time for change, Vodafone here I come. I have not long left of my cooling off period which is 14 days so have given them another 24 hours before I jump ship. Shocking BT, just shocking. Dont take the word of the call centre staff, they all say different things.”
“Ever since the changeover to Digital Voice, I have not had a phone or mobile 'service' worthy of the name, and certainly not worth the €200+ lin rental. After endless calls to BT and checking my DV handsets, it turns out that the CALL DIVERT was set up by BT (WHY?) and cancelling it on my new handsets did not work. An Open reach engineer finally sorted it o ut with BT direct this morning. HALLEJULA. Compensation for all the phone calls trying to fix it myself, plus missed and essential medically-related calls, please.”
“I've been with BT for 21 months now (forced due to them owning the FTTP or something on this new property). For those 21 months, we've had terrible wifi connections and speeds even though it was the 150MB deal and the devices would keep disconnecting continuously. Today I spoke to Elle from customer service who has not able to offer anything remotely competitive to competitors including their own new customer offers. She also was not honest about prices when asked and gave old prices as supposed to current deals and was not honest about what day I could cancel my contract whilst providing 30 days notice and not incurring any fees.
Overall terrible experience and would not recommend to anyone.
Even 1 star is unfair to the star itself!”
“BT broadband is the most unreliable broadband out there.
75 times dropped in one month.
Even with the EE router that’s promised to keep you on line. Two engineers out still not working rubbish.”
“Been a customer with this shambles of a firm for approximately 6 months..... and each and every month so far has been the same. i recieve a notification from the BT app stating that my services " may " be suspended in approx 10 days from the time of this notification. Each and everytime the very next day my services are cut off, many times before the bill itself would even be due.
Then each and everytime we have the whole affair of trying to first get through to a customer service rep. then actually getting through to one who even understands what you are saying never mind what your problems , issues or concerns may even be. After what is at least 30 mins to a hour of this everytime, you are then put through to an advisor that doesnt seem well trained and has very little understanding of the company they actually work for. we even on a couple of occassions have had to tell them about their own " hotspot" services. to which very worringly a couple of these did not know about this.
Then you pay the Bill.............. and the wait and the wait and the wait for your services what you have paid for and are most of the time in credit for to actually be turned back on. some tell you it takes 2 to 24 hours. Some turn it on within 10 minutes and others will tell you anything up to 48 hours. the app tells you it will be 1 hour. so someone somewhere is always telling you lies, horrendous service, shocking Customer service with very limited skills in their jobs and roles,
This contract will definetey not be getting renewed when the time comes.. even if i was offered it for free,, the answer still would be No, due to their sheer lack of interests for their customers.
I have and will not recommend this company to anyone for anything whatsoever.”
“This is the first bad review I've actively given besides the odd verbal comment in 32 years, the customer service and situation I have been left in as a BT customer is disgusting.
Two nights ago around 10pm I received 3 emails all at once stating my WiFi would be shut off and account closed, a few minutes later the WiFi was off.
I called the next day to find out what had happened as I'd never missed a payment and had a package deal through EE, I was informed I'd not payed a £11.13 charge for installation 4 month prior which was confusing, I'd never had an installation as the landline had been in and working for years. How've after looking back I did find the email with the charge so after paying £92 with extra charges I was told I could have the WiFi back on.... Only to then be told my account has been closed anyway, I was then asked to return my hub and that if I wanted to continue with my service I might be given a more expensive plan, I was then told if I wanted to cancel I would have to pay cancellation charges for the remainder of my contract which was 18 months. After trying to explain I didn't want to cancel my contract you cancelled on me and that I wanted it to keep working as before I was then told to call back tomorrow afternoon sometime around 3pm and speak to the sales team.
The conversation the next day turned out to be a positive one with the customer service person saying i can start a new contract exactly the same as the old one and have you up and running straight away, wait 10 minutes for a confirmation email then that's everything...
The email informed me that I was being charged another £40 connection charge, £9.95 delivery for a new hub which would arrive in 11 days, as someone who works from home my business cannot function without using the internet and while still being charged for an account that I've never missed a payment on and still having the original hub plugged in flashing purple I'm left feeling utterly defeated and unable to earn a living.
Again this is the first negative review I have ever left but it took a mighty difficult situation to do so, apologies if I've waffled on but this company is horrendous.
For anyone reading this you'd be better off signing up with THREE”
“Oh my , absolutely useless , I’m convinced they pretend not to understand, so you hang up .
Asked for copy of bill was like asking for blood , returned equipment still trying to charge”
“Terrible broadband service. Broken yet again with no help to support me when working from home. Unless I pay £35 extra every month for the next 2 years!!! I feel like it is a con! I need reliable Internet due to working from home. The service is unacceptable and I will change provider as soon as my contract is over!”
“Absolutely terrible service. Waited a year for Wi-fi . Tried to upgrade to fibre and they managed to cancel my account and leave me one again with no WiFi! No one seems to know What is going on and countless hours spent and wasted on calls. Fibre order made and cancelled once again and now I am told
They can’t place an order as they have to close all the accounts they accidentally opened for me !
No one talks to anyone or knows what’s going on”
“Utterly useless, their call center and chat center in India is incapable of solving any issue, not only that, they will ask you different questions to confirm your identity and then after an hour they say sorry we can't help you...terrible service by BT”
