BT Reviews 284

I've been with bt since February 2020
Every evening my internet drops by half,I cant use more then one device,
They know what causing the problem. Like every other review on here they dont give a dam but still expect you to pay full price even tho that guarantee a stay fast contract

BT has always been a horror when it comes to customer service, but they have now reached new lows. They are simply robbing customers. Half way through my existing contract they decided by themselves without my knowledge or authorisation to add yet another contract which is double the price. I contacted them immediately to stop this abuse and cancel. And a month later they are taking double amounts of cash from my bank account again without my permission or authorisation. If this is not robbery I don't know what is. And noone to contact on their idiotic web site. But they sure want you to review their awful service as soon as you login. What a shamble and a total scam.

Terrible on all levels. Had a multiple problem with the service. Unprofessional customer support, after making multiple complains about the broadband I had to book a technician who never showed up. Definitely the worst internet provider I ever had. Would not recommend to my worst enemy

Cannot emphasise enough how awful this company is. My family were charged a £500 bill for BT’s mistake. They sent threatening letters saying they would be charging us interest if we didn’t pay. After numerous phone calls and absolutely nobody listening my mum got so worried she paid the bill. I am so angry that they think they can treat people like this.

Over a week for a response from customer services. Not once, but twice

If I could give a negative star rating I would.

Had an online advisor mis-sell my mum, who is a technophobe, a new 2 year contract and upgrade to the Halo1 package, under the promise it would solve our connectivity issues. It turns out, after speaking to a technical advisor over the phone, that it was a hardware fault and that the Halo1 package would not have helped in the slightest.

BT have promised the world in the last two weeks, guaranteeing new upgraded packages at no cost, guaranteeing to get one person to take control of the matter and resolve the issues. Two weeks later, nothing has been resolved. They have breached the Data Protection Act by giving full access to the account to someone who was not the account owner (myself). All because one person who was meant to get back in contact with me, decided he would be better suited to pass the buck onto the Billing team within BT but never told them the details of the complaint.

They also managed to delete our home phone number, which we've had for nearly 20 years. Then took over four days to do a simple reservation of the phone number to get it back..

Now having problems canceling the package and canceling BT services all together. Been on the phone with over six advisors in the past two weeks, all of which promise callbacks and never do.

Now waiting for a managers call back who was meant to ring within 2-3 hours, now nearly 4 hours later....still waiting...

Tried making a DSAR (Data Subject Access Request) four days ago, to get all of the information which BT holds about our account to pass onto a legal team to investigate. Been chasing it up for three days, just to get an email with a link saying I need to make the request online myself.

YOU DONT NEED TO DO THIS YOURSELF..

Ring up BT and they can do this for you over the phone, I tried to do this four days ago, but they didn't do it properly. Best advice for dealing with BT is some email communications and get a paper trail. You can also do the Data Subject Access Request and get all information held by BT on your account.

Now 4 days late in getting the information from BT to pass onto lawyers to get us out of this ridiculous contract, with zero support from any BT advisor.. despite numerous promises for a callback.

P.S. Incase BT reads this - The only helpful people, out of about twenty, were Lang in the loyalty team, Sadia in billing team and the very helpful guy in technical team who I spoke to! (sorry I didn't write your name down!!)

Terrible customer service, one person tells you one thing and other tells you something else

Incompetence and buffoonery have a new benchmark with BT.
Minimum 30 minutes call queuing prior to listening to a bunch of bluster and bull.
I will list the most Common excuses I have been fed to fob me off;
1. The survey team will have to re-visit.
2. There is work to do at the exchange
3. That’s not us, its BT/Openreach/ different department
4. The line isn’t assigned.
5. We can’t find the DP
6. The DP is 600m away, it can’t be right
7. Your order hasn’t been updated
8. An engineer will have to visit
If BT didn’t have the monopoly on lines they would be out of business. The shear incompetence and lack of communication within the same company is breathtaking. Now cancelled the order subsequent to a new line and equipment being installed as the Morons can’t activate the line at the exchange after 6 weeks!
If BT are reading this, I have left your router, socket and telephone cable (which I have cut from the front of my house this morning) in my wheelie bin, you will need to collect by Monday (when the bins are emptied) as I am not wasting any more of my valuable time on the phone to you Cretins.
Go 4G sim if you can.

In my 60+ years I have never dealt with such an incompetent, inefficient and thoroughly useless company. This was once a great British organisation. How can you have allowed this to happen?
Engineers that just don’t turn up on the planned installation day, no text/phone call or reason given. Hours and I mean hours trying to get through to BT. Then to be given another installation date six weeks ahead. The CEO and managers should hang their heads in shame. Appalling customer service.

have said for ages that the only reason we stay with BT was because they used to have a scottish helpline for Avaya IP Office software however since transferring their call handling to India it has been absolutely appalling. Their product knowledge is shockingly awful, their language skills are so bad that I've persevered on 2 days running for more than hour each time and still don't trust that the information I got was correct. I couldn't understand a single word that the man said, kept asking for him to repeat and he didn't understand me either. He then charged me £27 to allow a dedicated mobile to access my messages remotely which is disgusting given that I already spend well in excess of £20k per annum with BT. Absolutely disgusting. All I want is for staff to be able to access their messages remotely. But apparently only one dedicated number can access the messages and i have to pay £27 connection charge. What good is that if we are all isolating at home? We would all have to pass the dedicated mobile phone between each of our houses in order to access our messages. Total tripe. Utter crap. I pay a huge amoung of money and expect a better service than this substandard and totally obstructive system. Even when I ask to be put through to a UK operator they can't manage that. Call the local business rep and they can't help either. Sadly I'm locked in to a lease for a further 4 years. Its completely awful and frustrating and annoying and totally not good enough. Its not British Telecom, its British sh1te!!! Avoid this company if you possibly, do not get in to bed with BT, you will regret it for a VERY long time to come.

I had a bad experience dealing with Steven on my call to him in the Newcastle centre this morning from 8:23 for 24 mins and 59 secs. I called to sort my login details that were not allowing me to gain access. His manner throughout was like I was annoying him and that could not be bothered to even try to deliver a good customer experience. I tried build rapport with him by mentioning how I used to work at that centre many years ago, and he bluntly cut me off and moved on like he was a robot. The conversation left me feeling undervalued as a BT customer and annoyed by the whole process.

This company is the worst company I have ever dealt with I left them a few years ago and regrettably went back I wish the contract was up I would not advise anyone to go to bt ever.

Soul destroying and disloyal company that think they can treat customers with disregard because they have the monopoly on the UK telecommunications.
Tried recently to cancel a pointless mobile sim contract we had because the contract was up. However, this proved to be the most difficult thing to do!!! Tried calling BT but because of lockdown it was requested any communication was done via their email. After sending an email explaining my wish to terminate the contract I receive a reply saying my email hasn’t been received because their inbox is full !!! What ???!!!! So 2 days later I try to resend the email. I get the same response.
So I resorted to cancelling my direct debit.....Funny how this company is great at responding when you don’t pay them. I was billed for a late payment and another months worth of mobile sim. So I sent a letter off with a cheque only for the last months payment owing and not the late payment charge with the hope of this massive communications company actually receiving and taking on board my request to cancel the contract via good old pen and paper.
Again it’s amazing how they managed to cash my cheque but completely disregard my letter requesting the cancellation. Another bill comes through for another month owing and the late payment charge!!
I resort to calling the complaints number but this is out of service !!! What a joke, so I call customer services. After explaining the situation for half and hour the line goes dead and I feel like banging my head against a hard object repeatedly. Through no fault of my own and because a ‘communications’ company failed to communicate I am left with an £84 bill.
Shame of you BT ... if any of you CEOs / Big cheeses read this please sort your company out and treat your customers with a bit more respect. I am slowly withdrawing all my contracts with you as your service is consistently terrible. If my business treated customers the way you do we wouldn’t have a business.

Had the worst 1-half months of getting no wear!!! With pointless BT staff And a angle came along called JANET from Newcastle saved me from going to SKY or talk talk! A big thank you she’s smashed everything I wanted and got my account back up and running before the football tomorrow honestly the biggest legend

Do NOT go online and chat to an advisor. I did not go ahead with any package as they were a lot more expensive than anyone else and told the advisor this. I was completely ignored and i got a 'sorry you are leaving' message off my current supplier a few days later and a direct debit set up on my account without my consent and lowered my credit report with a hard search. Took me months to sort out with equifax and get them removed. Disgusting company.

Loads of different teams that all tell you to call back to someone else but never actually do anything. There's no transparency and it's never clear what needs to happen next. I've never come across a more unhelpful organisation in my life

Promised wifi hot spots log in while waiting for broadband to be live, after 6 days and over 10 phone calls just gave up and cancelled
Should have looked here to see how bad it get, already they had put back me broadband date twice. Should have know then to cancel, gave up and eventually managed to cancel

You deserve zero stars our broadband does not work hasn't for a while but according to you there is nothing wrong with it so you wont fix it and we cant cancel as can not afford the termination fee I think you are a joke and every chance I get I'm going to broadcast how bad your service is

Would have left no stars if possible. Trying to shut an account was a nightmare and ended up paying one of 4 final bills to get rid of them only to now be in a situation where they owe me money! Can i get hold of customer services - of course not - nightmare, avoid avoid avoid.

Booked online for FTTP. Online said 2-7-20 install. Pushed back to 8-7-20 loads of texts on 7-2-20 incoming me of the upcoming visit on the 8th. No show on 8th told it was a ’website error’ my install would be on the 18th July 2020 member of staff (whose name I got) ‘guaranteed’ An install in the 18th. Then on 16th two staff attend to confirm they needed to dig and would submit the paperwork for the dig (they never did). Dig team arrived 24-7-20 arrived did the dig but never put in the paperwork to confirm work done. A week later they have no confirmation that work is done so cannot connect me, despite the fact that three days ago they attended and fitted my father FTTP (he’s in a granny flat, using the same trunking) still no use. AVOID BT LIKE THE PLAGUE. LOTS OF PROMISES, BUT NO SUBSTANCE. somehow they have managed to make a simple job difficult. If it’s not done by close of business today (31-7-20) I will be cancelling.