“Even though my tech support experience with BT was a week ago it makes me angry to even think about it again and write this review, but people need to know how atrocious the tech support experience is with BT, so buckle up.
I had an initial engineer visit who identified a broken fibre component on the telegraph pole in the street. Another appointment had to be arranged for an engineer with a cherry picker van to reach the top of the pole - fine, BT booked this for 2 days ahead.
Fast forward to the day and I wait around all day for the engineer and they never show up, and I get NO notification or cancellation message. I call BT and managed to talk to someone who gave the usual platitudes and apologies and they book another one for ANOTHER 2 days ahead. Guess what happened?
NO ENGINEER SHOWS. NO NOTIFICATION OR CANCELLATION MESSAGE.
I decide to check the BT fault portal and it just says I told them the fault was fixed (I did not) and the appointment was cancelled. By this point I am furious, I have been lied to and had my time wasted again. I try to call BT again to find out what is going on and their tech support line now completely denies you any possible way of talking to a human, and it simply auto hangs up after a message and a text bot spams you saying it is doing some tests, (which are pointless because we're past that stage of problem resolution), and just BOOKS YOU ANOTHER appointment. I had to take a timeout at this point, I'm generally a pretty chill person but I have hit 10/10 anger/frustration.
After composing myself I try to find another avenue to talking to a human to get an explanation of what has happened, and some confidence that an engineer will show up.
I end up finding the web chat as an avenue to talking to a human. This process was also painful, having to reiterate the timeline of the issue with the customer support reps taking 5+mins for each response, and getting switched between 3 reps was tiresome. After an hour on a web chat, we get the booking for the engineer and their promise that the appointment is definitely confirmed and will happen.
Nobody offered an explanation for what happened with my previous 2 appointments, I had to get escalated to a manager and he eventually revealed that BT make appointments with Openreach and give them to the customer WITHOUT ANY CONFIRMATION FROM OPENREACH.
So in my case
1: An appointment was made by BT with Openreach
2: BT gave me the appointment date/time
3: At some point Openreach denied the booking with BT
4: BT didn't think to inform the customer and their shoddy automation just marked it as ME closing it.
Truly. Mind. Boggling.
During the webchat I raise a formal complaint, all this turned out to mean is I get an automated text saying
"We raised a complaint and agreed to keep it open until we resolved your query. If your problem has now been resolved, please reply CLOSE. If you're still experiencing problems reply HELP or call us."
That's not dealing with a complaint, that's dealing with a fault. Oh and you can't even reply to the text because it's a short code SMS :facepalm:
Embarassing BT, it sounds like some executive was hired who just heard that all the cool kids were automating stuff so they decided to force automation into every aspect of the platform without spending the time and effort to get it right.
So as a potential BT customer do yourself a favour and choose literally any other broadband provider. I've never in my life dealt with such incompetence from a tech support platform. I'm switching to Sky when my contract is up, BT could offer my entire 2 year contract for free and I would still switch because the stress is not worth the money.”
“I would just like to say that the coverage of the badminton is excellent. We enjoy following the top players around the world and wouldn’t be able to do that if it wasn’t for your coverage. Hope you keep it up 🤞. Thank you!”
“Worst telecom company ever. We are moving out of town and have been told that we owe a £500 penalty to close our account despite being up to date on all payments? Outrageous! Virgin does not slam their customers like that. Once your contract ends I recommend that you choose ANY other provider in the UK (i.e., Orange, Telefonica, Vodafone, Deutsche Telekom, Telenor Group and Virgin Group). Or if you are looking subscribe, DON'T! They do not care about you as a customer and only want your money, and they will screw you to get it.”
“Recently moved house September 15 engineer supposed to come that day to reconnect didn’t show up 2 further appointments made, again both no shows no explanation a engineer eventually came claimed all would be up and running by midnight.midnight came and went as did the next week and still no connection, passed from pillow to post every time I ring advisors all very apologetic but that’s as far as it goes ,promised phonecalls with a update don’t happen shocking customer service come on BT pull your self together”
“Absolutely don’t care, avoid at all costs !
Signed up to deal as only way to TNT sports, that’s where the nightmare started.
Cancelled & restarted my order numerous times and then kept moving the the start date.
Cut my phone no off I have had for over 35 years and my 86 year old mother in law couldn’t contact me, as I was unaware and then found out they had given me another no.
Fighting for 2 x months to get no back only to be told can’t have it and can’t help me as no active account.”
“More than 2 weeks ago BT “accidentally ” disconnected my broadband (including a Bereavement pHone Helpline). Although mistakes can be made what followed has been unbelievable. When attempting to get the service back I found that BT have tried to make it impossible for a customer in need to speak to them. The only way to speak to a human is to go through as a customer who wants to upgrade and then ask not the advisor to put you through to connections. However, the 9 people I have spoken to at Connections are either completely incompetent or fundamentally dishonest. Each advisor I have spoken to sounds credible and has assured me that they can sort the problem out and dependent upon the advisor the service will be restored “later today, tomorrow, in three days, or 5 days”. It’s now been over 2 weeks since they made their mistake. I am still without a connection, Each time I manage to speak to somebody I am told the failure to reconnect is the fault of BT Open Reach, BT Wholesale, the advisor I previously spoke to or Sky! To top it all they have explained to me that managers will not speak to customers as they can’t tell them anything different to the advisor taking the call. When I insisted yesterday that the advisor connect me to a manager she told me that “Aaron” has only just come back from leave and has hundreds of things to do so is too busy, I did not accept that so she spoke to him again to ask him to take my call, only to be told that he will try to call me within 3 to 5 days.”
“If I could give BT less than 1 star i would, the amount of trouble i have had over the last 5 years has been unreal, broadband cutting out, loads of engineers coming out and not being able to fix the issues, being lied to constantly, then I had a letter saying my account was going to be closed for non-payment so I looked at my online bill and i could see that I was up-to-date on my bill but I paid this month's early just to be sure, I then received one of those jiffy bags that you have to return the kit, so I went on BT's online chat and asked what was going on as my bill was up to date.
Some guy who couldn't hardly speak a word of English came on and said it was their mistake and that the reason I was getting jiffy bags was cause I hadn't sent my old router back last year after I received a new one, so when I told him I had returned it he told me that it was fine and he'd marked it as returned and that my account was all good and I wouldn't hear from them again.
I asked why I received a letter and he said it was their mistake.
Fast forward to yesterday and my Internet been disconnected so I phoned BT and asked what was going on and was told my account had been closed due to non-payment so I explained and they said although it was their mistake there was nothing they could do and that I would have to sign back up, so i asked if i had to have a new activation date and i was told yes!!!
I am absolutely furious, when I spoke to a member of the team on the online chat I repeatedly asked why did I get a letter and he avoided the question
I put a complaint in and a very rude woman spoke to me and said it had been disconnected due to non-payment from July to September and I had received all sorts of emails threatening me I would be disconnected, so I said I'd received emails saying thank you for your payment and I could provide proof, so she kept interupting me so when I interrupted her once she had the cheek to say "hang on a minute I haven't finished talking yet" and continued to say that I would just need to sign back up which I refused, i also asked her to check the online chat transcript between myself and her colleague about him saying it was fine and i wouldn't here from them again about this issue and she went and said "I can't check the chat" lmfao so when its convenient for them they can check things but when their in the wrong all of a sudden she cant check lol, so cause my bill is £20 a month if I hadn't paid then why is my "final bill" only £20? Surely if I hadn't paid BT then it would be more than £20? I asked that and the woman hung the phone up on me 🤣, my complaint was closed with the solution being filled out as "we've explained our policy" what a joke!!
Why didn't the guy I spoke to on the online chat tell me my service was going to be cancelled even though I told him I had paid it and he said my account was fine.
I am disgusted the way I have been treated!!
I warn EVERYONE do not go with BT, i have signed up to another service now and it's not only cheaper but seems a lot better than what i've experienced with BT, they are rude, they like to threaten and try to intimidate people but cause instood up to them they didn't like that and hung the phone up on me.
I have been in touch with the Financial Ombudsman Service and will be taking this further.
YOU'VE BEEN WARNED!! STAY AWAY FROM BT!!
they will try to bully you and if your in the right they will speak to you like dirt and won't listen to you at all and will continue to threaten you!!
Good luck!!”
“I wouldn't ever recommend this service to anyone of my friends or even foes . I was promised new BT box in tge post 3 weeks and never arrived. I also asked for TNT sports . They informed me that " I would be up and straight on Thursday . Then I were disappointed and contactedBT. They told me that " tge RNT sports will be linked on following Monday , still haven't received it . I ask for compensation and cancelled my sky entertainment package and no way have their TNT sports either. I'm discussed and got through to 3 different advisors and experienced at least one hour on phone listening to music. There is no communication with one another at VT so have to explain tge situation to each advisor you speak too. I could process and write out long story why I wouldn't recommend BT service . The verdict is " rubbish " .”
“Their fibre installation processed is broken. Their website is broken. Their mobile app is broken. Their community support site is broken. They are just an utterly clueless organisation who will waste your time endlessly and who doesn't care. Go use someone else! Utter rubbish”
“Scum of the earth. Please, please do not ever join these. Well I joined BT for there 6 months half price deal and if id have known now what i know, I wouldn't have paid 50p a month. Cut my internet off 7 times in 5 months because they kept getting my grandad and mines accounts mixed up (he hasn't been with bt for 3 years) they kept cutting services off before billing date knowing I'm on the vulnerability list and have young children with monitors ect, took 2 double direct debits which I had to fight for to get back, way below promised spoeds, TV service was glitchy and slow. So I left to Sky, received my final bill reminded from bt £656.53 with options for payment plans ect, called the number to be told BT don't accept payment plans and its because it has already gone to a debt collection agency (when I called day I received the letter) it wad with TDX group... Or so I thought, contacted TDX to setup payment plan to be told they don't support BT as a client and it's not with them😂 called BT back to be told sorry there mistake it's actually with moorcrofts and they gave me the number, contacted Moore crofts, same thing... No idea about the debt ect. Called BT back to be told its not actually with a debt collection agency yet its not going until 30th September but I could pay the full amount now😂 Im trying to pay the debt but there refusing, manager promised called me today between 12:30pm and 14:30pm no call, called BT back to be told my only option is to wait to get a letter from the debt agency. Which there adding on 15% onto the balance 😂 never known anything like it. Please avoid at all costs. Sky has a bad name but I can assure you, they are better than this scummy company by far. Talk talk, virgin, please go with anyone but these. Not worth it at all.”
“Bill explanation from bt, for disconnecting service and for £27 unpaid bill - "Hi, the service has been disconnected as the bills have not been paid. The service was agreed in a contract and in breaking that contract these charges have been created as early termination fees. The charges break down as £693.71 for the broadband, £18 disconnection fee, £235.63 for the phone line service, which adds up to £947.34. The VAT on this is £189.47. That comes to £1136.81. On top of this the bills have not been paid for the service"
Well done bt, you know how to rip off customers with your contracts”
“Worst service ever. Avoid like the plague. Called to move homes on the 11th of August. An engineer was supposed to visit on the 6th of September (new address), the usual 08:00-13:00 five hour wait, no one shows up. Informed the engineer cancelled for no reason and this has been "reported internally." Appointment set up for the 19th of September, initially. Called back, appointment moved to the 11th. Engineer shows up, says he can't fix the problem and another "special" engineer or group of engineers have to attend, says that usually happens in 48 h. No one shows. Multiple calls, promised appointment by the end of the week. No one shows. New appointment for the 19th of September, no one shows. First person says Openreach cancelled appointment, second that BT never sent them the appointment. Third person promises appointment in 2 days or the next day. Appointment booked in three days. Called multiple times again, useless, no one able to help. Called again, appointment confirmed, fed up said I want to cancel my account and my money back, lady tries to convince me this "can't be done," "no one can cancel your account," refuses to put me through to manager. Between all these events, must have spent 10 h of my life on the phone with 15-20 different person from BT, at least three morning waiting for engineers, two of them ghosts. In the meantime, paying for a service I'm not receiving. Absolute scammers and fraudsters. I'd rather throw my money down the gutter than pay them another dime.”
“Don’t go to bt. Customer care none existent. They only want your money once in you can’t get out of deal. BT to big no communication let hand doesn’t know what rights doing. All round shoddy service with no interest in consumer.”
“Possibly the worst service ever! We have been without phone and internet for over a week! We have phoned daily and promised call backs that never come. We have an BT iCloud setup which only works with internet connection, BT have cut the Broadband line off so no phones, not even to mention to other things that run off internet/ wi fi. Have now had to try involve ombudsman. Best avoided if you need phone lines and internet to run your company. This mistake was caused by International Call centres not understanding our initial reason for calling 🤷🏻♀️”
“My mum has been with BT for 40yrs 3 months ago she asked for a package to be changed from landline to both broadband and landline for 26.99 but they needed to do some work outside the property for fibre broadband while they were doing the work they disconnectef the phone withoyt teklibg her when complainef they issued her with s temporery number charging 45 pound extra a month plus the 26.99 for broadband and she has been promised eveeyweek to have her old number back but they hsvent goven her. That number she has had for 40 yrs is for doctors and family members to call. The temp number is suppose to go but has been stuck for 4 months. The work they have done for the broadband is a trip hazard as they left the wire out which is a trip hazard. Never seen any company as bad as BT. Tried to send a email and they dont have one. I phone them and they give fake promises.”
“I joined BT TV & Broadband a couple of month ago. The reason I changed was my previous provider was getting quite expensive. I’m a pensioner and needed to cut down on a few things. All I would say to anyone thinking of changing over to BT is “don’t do it” what a nightmare the broadband is ok but the TV is a definite no no. Any App you wish to stream on is extra and needs a additional monthly payments, some apps they don’t support at all for instance Disney+ You can only record one programme at any given time. I could go on and on about how bad it is but I won’t, all in all it’s costing me more money now than my previous provider. Unfortunately I can’t do anything about it as I am on a 24 month contract. All I would say to anyone considering BT TV just don’t go there.”
“Terrible customer services. Once joined them, told me different things, now I have changed my address they force me to engage new 2 years contract and they raised their tariff without informing me. When range to to complain they said we don't consider any complain.. don't recommend it at all.”
