“It's poor customer service and i sent my device back but they took £45 and said we didn't receive it ..... also very bad connection
I'm not happy waiting till end of contract then i leave it and never back again”
“You have already taken 5 hours of my life I'll never get back, and 8 weeks of stress for my terminally ill mother who has been a loyal customer for over 50 years. You should be ashamed of yourselves how you try to squeeze ever penny from the elderly, shame on you. Your staff are under trained and send you round the houses apart from Adam who sorted it for me to day thanks again Adam.I myself will never give BT another penny as long a I live and will advise anyone and everyone to stay well away”
“BT has sold my land line number for my business ‘Castle Stitch Ltd’!!! DO NOT USE THEM!! They do NOT care about their customers, they only care about getting your details and charging you for nothing!! They have messed me around for over a week, continuously putting me on hold and even hanging up in the middle of conversations!! They have wasted my time and due to all of this they have made me loose customers as they can not longer reach us! They continue not to answer my calls and when they do cannot help me with this!!!! AWFUL EXPERIENCE!! NEVER GIVE YOUR DETAILS, NEVER USE, NEVER RECOMMEND!!!!!!!”
“I recently had the unfortunate experience of subscribing to BT's fibre service, and I feel compelled to share my dissatisfaction with their misleading representation. Despite the claims of "fibre," BT failed to disclose the crucial fact that the service provided would not be full fibre. This lack of transparency has left me deeply disappointed and frustrated.
From the onset, BT marketed their service as "fibre," leading me to believe that I would be enjoying the benefits of a true fibre-optic connection. However, it became evident after installation that the service was, in fact, a hybrid known as Fiber to the Cabinet (FTTC), which uses fibre cables only up to the cabinet and relies on copper wires for the final connection to the premises. This hybrid technology severely restricts the potential speed and reliability that true fibre-optic connections can offer.
The absence of clear communication regarding this limitation is highly deceptive. It misleads customers into believing they are receiving a superior service when, in reality, it falls short of the expected standard. As a consumer, I place great importance on accurate information, and BT's failure to disclose the nature of their fibre service is a betrayal of trust.
The impact of this misrepresentation became apparent when I noticed a significant disparity between the promised speeds and the actual performance of the service. While BT advertised impressive speeds, my real-world experience was far from satisfactory. The reliance on copper wires resulted in inconsistent speeds, occasional dropouts, and overall unreliability. These issues were exacerbated during peak usage hours when the service struggled to deliver even moderate speeds.
In addition to the performance concerns, the lack of full fibre optic connectivity limited the possibilities for future upgrades and advancements. In an age where technology continues to evolve rapidly, it is essential to have infrastructure capable of supporting future demands. Unfortunately, BT's misrepresentation has left me locked into an outdated and subpar service with no clear path for improvement.
To make matters worse, BT's customer support failed to address my concerns adequately. When I reached out to discuss the misleading representation, I encountered dismissive responses and a lack of accountability. The indifference displayed by their support team only amplified my disappointment, leaving me feeling undervalued as a customer.
In conclusion, BT's misrepresentation of their fibre service by omitting crucial details about its hybrid nature is unacceptable. The resulting subpar performance, limitations, and lack of accountability from their customer support team have left me deeply dissatisfied. I strongly advise potential customers to exercise caution and thoroughly research the specifics of BT's fibre service before making a decision. It is crucial to seek out providers that are transparent and upfront about the type of connection they offer to avoid the frustration and disappointment that I have experienced”
“BT have been the worse company I have ever dealt with. I have been waiting 8 MONTHS to be connected, numerous cancelled appointments and numerous promises of returned telephone calls which never materalised. I have had so much misinformation. The staff do not seem to give a care about the customers or their complaints. They make appointments for engineer to call to install broadband and then cancel the the day before, why do they make appointments if they are not ready to installthe broadband. Has anyone a contact who actuallkniws what is happening.”
“If I could give them 0 stars I would. Customer service is shocking. Say they will call you back and don't. Staff don't seem to know about their own products. I have an escalated complaint with them and awaiting a compensation offer. They have gone quiet on me and are now ignoring me. I expect this will be one for the Ombudsman. Avoid at all costs and go with another provider.”
“BT are an absolute shambles. It took 1 week less than 4 months for my broadband to be updated to fibre. Every time I called up there was a different story or reason why my order wasn't being progressed. Among other hold-ups was an 'issue' with my account and various other 'reasons'. Nobody that I spoke to could work out what the last person had done or what they could do to help me. I would not recommend them to anyone based on their customer care regime. Their internet could be the best ever but it would NEVER make up for the disaster of their customer services. I did not even receive as much as £5 in compensation.”
“Don't join BT.at first they give you a law price but don't forget is 24 months contract and you can not come out of it eventhough there prices is higher than other competitors and less quantity than others.”
“In December 2022 my BT contract was up for renewal. I intended going to Sky but I was persuaded to stay with a “special offer”. I am a fan of MotoGP and World Superbikes do I wanted BT Sport and Eurosport. All was well until February/March when I tried to record the races. That is when I found out that my BT broadband was not fast enough or reliable enough to record in HD. Yes, I was disappointed and informed BT advisors who suggested I don’t record in HD. Very helpful easpecially as I was paying for HD! Since then, BT television services pixelate when trying to watch, my BT broadband crawls along at 3-12 Mbps that’s when it’s not stopping altogether.
I have made numerous phone calls to BTs advisors I have had 5 Openreach engineers including senior engineers and that’s not including the 2 engineers who never bothered to turn up or had the courtesy to tell me they would be turning up. BT paid me £29:15 for one no-show but have chosen to ignore the second no-show. I have been promised another engineer on Monday, I am not confident that he will show up though. Every advisor and engineer who has turned up has said “yes, I can see there are faults on your line” but nobody has resolved this issue. So now I am stuck in a contract with a rubbish provider who really doesn’t care for its customers. If I could give a Zero rating I would, however, I can’t so 1 star it is for BT and my misery continues!”
“I am so resentful of the fact that I did not check the reviews of other users before joining. This is an awful, dishonest, malicious, hateful company who do not care. They have a "system" that WILL LEAD to you paying your bills regardless of what they charge you, well over the agreed rates, and trap you into a contract you cannot escape. You ask questions, they're ignored. They read the script and do not deviate. They do not care about you as a customer or an independent business. PLEASE for the sakes of your business, if you find yourself here reading this DO NOT USE ONE OF THE BIG COMPANIES. Contact a local IT company, ask them if they have any ideas or solutions with a commercial supplier who really do know and care about the businesses they work with. Do not get suckered into an agreement with this awful company. If you look at the trust pilot review, they just force the cycle "oh contact us on twitter and we'll resolve the issue" - meanwhile, no resolution. Just get you through to a nasty individual who does not listen, just spouts the same message. Furious, and I'm trapped. Please do not make this mistake.”
“Any chance bt can stop lying to me our business has been drastically affected by apparently a 'bt glitch' our phone and broadband switched off because bt made a mistake and thought we were £20 in debt? But infact we were in credit - I have spent 14 hours trying to sort this out, over 5 days been promised its a priority! but 5 days I'm getting bt's numurous departments telling me drastically different things also getting text and missed calls that do not allow you time to answer or are no reply. BT sort it out p.s. I'm going to sue because you bt are certainly not 'dedicated to your customers ' as I'm fed up listening to”
“I cannot afford to pay £90 a month for BT! I spoke to customer services and the only options are either to stay with you for a slightly cheaper bill or if I leave early , I have to pay £311 for ending contract. During these difficult times , you are not concerned about your customers at all.”
“What went wrong?! BT went wrong. They've always had a rubbish customer service reputation but nowadays they surpass themselves. I was with EE for almost 20 years but misinterpreted the dialogue when I called to ask for a cheaper monthly fee. I ended signing up to the crappy BT. Honestly they are so rank. EE gAve such exemplary customer care. BT, You say you are sorry we had a bad experience! Really?! You do not give a s.... You rake in your profits but continue to treat your customers with distain. Shame on you. The trouble is, you have the monopoly, you are bigger, fatter, richer. You bully your way through. If only I'd been more intuitive and listened more carefully. Whatever are EE thinking of? Merging with BT, they've siphoned off their loyal customers so freely, so willy nilly, in essence EE are now just as greedy and gross as BT... BEWARE EEBT! If you want to keep your money in your pocket and your sanity, steer clear of EEBT. Julie Akers. Eastbourne”
“Very bad service & also extremely bad customer service. Nonstop Hidden charges.
Fully Rip-Off company. Please avoid to do any contract with this Bt small business for telephone line & or for mobile services”
“I’m not surprised when I view their rate here and found it in red and 87% gave 1 star, that’s mean the customer care is zero and they don’t care about what customer satisfaction!! They increased my bill price by 19% for inflation!! And the funny thing that a new customer getting a better price than old customers by 30% less !!!!!!! Why the operation cost and inflation for BT just on the old customers and new are not !!!!!!! My fairly advise don’t trust BT and go with any trusted company which really be honest by treating you as a customers not as a pay machine for their bad services. Don’t go with BT”
“Appalling customer service , dishonest service , really high charges. Patronising staff. Avoid at all cost , they left me with a very bitter feeling.”
“Genuinely appalled by BT's price increases (only 6 months into my contract). They are citing inflation as an excuse but are in fact raising their prices by 14.4%, 3.9% above current inflation levels, which are projected to drop rapidly.
When challenged, the company line is that their costs are increasing like everyone's but this is a sham - they made £7.6bn in profit last year, off £20.9bn revenue (publicly available source: BT Group plc Annual report 2022). That is an obscene profit margin.
This is no more than a cynical attempt to cash in on the cost of living crisis. In difficult times they are choosing shareholders over customers. Philip Jansen the BT CEO should be ashamed of this and I would encourage customers to tweet this message to him in protest.
The above is compounded by the disgraceful early termination charges, which essentially hold you hostage to their unreasonable price increases. I would encourage others to find and share any loopholes they can here.”
“Moving house next week, and found a good deal on broadband/tv with BT. Next day get a notification to say installation would be in 3 weeks time! Not at all acceptable in the work from home age. They charge 30 quid to install too! Cancelled.”
