BT Reviews 284

How is this level of incompetence allowed to continue? My 83 year old Mum has a bt account for landline, mobile and WiFi.. she has a new mobile and asked for a compatible sim to be sent . It has been sent out 3 times to the wrong address. Each time my Mum waits 1 hour on the phone to explain and each time she is told that it has been sorted and each time nothing arrives. She has been without her mobile for 3 weeks ! Disgusting

Where to begin!

I am an existing BT customer and had requested to move my broadband over to my new property due to moving house. I was told it was an extremely simple process and had nothing to worry about.

I have spent a total of 6 hours on the phone to BT over the past few weeks. The order has failed multiple times and nobody at BT seems to a) know why or b) show any desire to solve the problem. I now do not have broadband at my current property or a date for instillation when I move into the new property tomorrow.

I was in fact told on Monday to "leave things for a week and call back, hopefully by then things are better".

I would avoid BT at all costs and once my contract is over will never be using them again.

BT is one of the worse company regarding communication skills, training staff. BT will just cancel your account without any regards to informing the client.
I will be complaining to parliament ombudsman and a claim will be logged due to loses and stress and such inconvenience. STAY AWAY FROM THEM

Liars and untrained staff at BT. 3 Different people will give you 3 different answers and 3 different prices for broadband and TV. Absolutely appalling Customer Service and BT cannot keep their promises and if you ask for proof of conversation - nothing been recorded on their system!!! For NEW customer they can super prices, obviously BT doesn't care about loyalty. Edit later. My issue had been resolved, they listened to the recording and honoured what was agreed verbally, however I had to call back to find out the outcome, even though I was promise a call.

Rang to cancel all BT products as out of contract and being charged extra for the pleasure.
Eventually got put through to a very aggressive and threatening Bt employee.
He tried scare tactics by threatening to "Cut My Broadband right away and have the underground cable cut" . He started shouting , I hung up.
BT you are a total disgrace , all employees are a reflection of the company. Never again.
Never again.

Why is everything so complicated they are not sharing the crown jewels. I went on to the suggested link which apparently I am not allowed to name here and yes it comes up on my computer - is this where I have to watch it?

I rang to speak to bt They said thet would forward a security pin !
It did not come after several try’s theg said they would send a email pin !
It did not come after wasting half a hour bt said they could not access my account without pin validation even though I had answered all security question successfully!
So now I can’t solve the issue !
Bt are the worst firm
I’ve ever ever dealt with !

Personally, I think it's a SCAM
I transferred a small amount of money for checking more than 2 months ago, they still haven't credited it, let alone refunded it
BE CAREFUL

I really tried to not believe these reviews when ordered the product. Unfortunately there was not as much attention to the customers once the sale is done, so our account manager became very hard to get in touch with and with every installation issue, there are so many numbers to go through, miscommunication, delays and it's been a really stressful experience compared to what we got with our previous local internet provider.

Once you have eventually got to the right team and engineer, they do turn up quickly, so hence 3 stars.

3 months later and my download speed has gone from 50mbps to around 3mbps and Im paying for 150mbps,BT is a joke the staff lie and fob you off as they have no clue what they are doing other than reading a script.I would avoid at ALL cost

This rating should be ZERO.
We are attempting to upgrade our broadband to full fibre, the engineer came to install it on the Tuesday and arrived 3 hours late, and left site without it was working.
The second engineer arrived on the Thursday and wasn't able to fix the problem.
Today - which is Friday, after multiple calls I am being told a third engineer needs to be booked and I have to wait until next Tuesday.
Everyone I speak to is polite and friendly, but no one ever takes ownership of the problem, they have no authority or accountability.
BT you are in disarray, and you have absolutely no idea what is going on!
What infuriates me the most is that their prerecorded message states that they take pride in offering "quality customer service", it's easy to say these words but they do not demonstrate it.
I wish I had read the reviews before agreeing to the upgrade as they are clearly out of control.
They should be embarrassed by their standard of service and the senior executives need to get a handle on the organisation and sort things out!

I have from 7 nov 22 changed provider-Internet to BT was spot on.I had a problem with tel line.Rang them and the fault was that the digital line require the tel to be plugged directly in the modem/router..Problem solved and they will send me a new tel free of charge.

After further attempts through social media & telephone I still can't get anyone to look into the overcharging on my mobile account. It should be simple to resolve- I am being charged for 2 family plans - who would want 2 especially as they have identical phone numbers? In addition my contract date has been extended by a year without my permission. After 45 mins of wait, talk & hold time in the Accounts & billing department I was told that my query would be passed to the agent that made the 'mistake' to sort out or their manager !?! I doubt anyone would remember a single transaction from 4 months ago, but this was the managers final word , I felt sorry for the poor girl relaying the information to me.
I was told that I would receive a callback last week - not received.
In addition I tried contacting bt through fb - the advice given to me by John who responded to my previous review.
At first it looked as if I was at last getting somewhere, but after a few days received a call from Anne Marie to say they don't deal with mobile complaints via this channel. She was going to call me back an hour later to discuss my options but didn't.
Just hitting a brick wall every time.

Joined bt never received my broadband equipment on time was without Internet for days when I've got kids it's really hard. Then a couple of months later a I had a problem with my services was promised by management that the issue was gonna get resolved but never did, management promised to call back with in 72. Hours but never did. Got back to me after 2 months later! Never got my compensation that was agreed. Was promised a prepaid card at the beginning of my contract but was never issued. Took bt a year later after I had to ring customer services. February I had an issue with my fone line which was reported to bt but was never investigated and I was paying for services which I never received because the fault was never fixed since February. I had to ring back and the adviser was not helpful at all neither was the managers,instead of helping me they caused an dispute because they mis lead me, bullied me and lied. I had to manage and advise the bt team on how to communicate with its customers. If I didn't they would have put the phone down and never addressed the fault properly . Absolutely disgraceful talk talk have a better customer services even though their call centers are abroad. Shame on you bt stop treating your customers badly and accept when your wrong or your gonna lose customers. I will never recommend bt to my family or friends. This issue must be addressed fairly or be investigated by an independent complaints process. I will also emailing the ceo. Thank you.

Am writing again 4 day I have had to ring bt . Again will never use bt again how they can get away with such bad service taken money of people with no serves I got a deal for £15 a month course I am on long term sick it's not worth it so slow wish I never left my old company now I got to keep with the for 11mobtgs of hell shame on by hope this get published this time

00000000 that's my rating for by my contract ran out last month bt took 28.61 out of my account . this morning still no contract out they took 55.11 I phoned them they said I owed them money lies so I told them I had no contract they said we put you on a rolling monthly payment I said I haven't authorized this its what we do I said you can't take money I don't owe you for no contract my landline never worked heres the best bit they said you can cancel and we will take yet more money out of my account 35.61 for a contract I don't have liars and cons pulling stunts and taking money that doesn't belong to them then after all this they want me to send thier hub back or they will charge me oh they also charged me 20 pounds for a reconnection fee I didn't ask for or wanted my contract had finished the internet worked when it wanted after 6 months of reporting this nothing still got charged I warn everybody now do not use this company and anyone who does get rid as soon as its cost me about 130
For a contract thats finished they will take your money at will 8 weeks ago after they stopped the dd they tried to unlawfully take money out of my account but my bank stopped them DO NOT JOIN AVOID AT ALL COSTS PLEASE . THIS IS A TRUE STATEMENT ALSO BACKED BY MY BANK and they have no qualms about lying to you to take and charge you more money please . Please . Please . Please do not use you will get stung they set up a dd without my permission my contract was finished I have had to cancel my card and a dd I never set up this company will steal from you and lie while they do it customer service are all young kids and foreign do not care about the concerns you have they are paid not to

Quite simply the worst company in the whole of the UK.
10 years ago I had a run in with these fools, and like an absolute idiot (or is that they have a monopoly on the market…mmm) I am experiencing it all over again. For the UK’s largest telecommunications company to not actually being any good at telecommunicating is not funny. It’s rubbish. All I want is the phones for my business sorted. I actually want to pay you and make you even more ridiculous amounts of money. However, when you don’t actually sort the business out I can’t and I have no phone lines to boot..
Call me… it’s called a phone….

The worst company for custoner service. My 86 mother contacted BT to cancel my late father's broadband & tv package & to only have a landline as she does not know how to use a computer. She was not told about a cancellation charges She has not had any bills or any other correspondence. She has been charged £200. She rang today & spoke to an advisor & asked to speak to complaints
She was not put through, when I spoke to them & asked to speak to a senior manager I was told the manager would call back today. This has not happened. It appears long time customers who are elderly do not count for anything. BT are the worst company I have had to deal with in my life

I was treated with courtesy, politeness understanding of my needs and an all round great service, I enquired about a basic package which is if you are on Pension Credit you are given the same entitlement as everyone else I spoke to Zain whom I found to be knowledgeable and I sighed up straight away I was paying £50 per month but now i only pay £20 for all my Internet plus all phone calls landline and Mobile its not very often this happens. I told my friend about this and she is talking to her DaD about this as he is on pension Credit. Thank you Zain and all the BT team whom I wouldn't be able afford with everything going up you're outstanding and you won't be getting rid of me for a long time

An absolute disgrace. My landline is not working and they have informed me that it will take 7 days to fix. No reason or apology given. BT clearly does not care about it’s customers. Increased charges for a worse service.