British Telecommunications plc Reviews 169

My monthly bill has just increased again from £108 to £114 (£119 this month). Really angry at the way it increases all the time so decided to change my supplier for Broadband and sports tv package, only to find that my contract ends on 6th August 2027. So they have quoted me £944.30 to end the contract. Absolutely disgusting!!!!! As I cannot afford this I am stuck with them. I have made a complaint. I will also be leaving them next August. I don't advise anyone to use them.

USED TO BE GOOD BUT NOW GONE DOWN HILL, RUNG THEM THIS WEEK TO SPEAK ABOUT OUR BILL AS WE THOUGHT IT WAS WRONG AND THE GUY FIRSTLY TRIED TO SPEAK OVER ME [ THE CUSTOMER ?] AND THEN WAS A BIT RUDE REALLY, THAT HAS MADE MY MIND UP AS SOON AS OUR CONTRACT ENDS ITS GOOD BYE BT !!!

Thought I would check them out with the idea of joining them for my broadnad, but this happened... I needed to make four calls, at first I contacted sales but it turned out they could not answer questions about the service, so on the fourth call I asked to be put through to tech and I got a young woman who even though she was in tech also could not answer questions unless I have her a chance to look up the answer - not very technical' 'right' - but this woman then said she needed to go away and get an answer, but after a few minutes dropped the call - on purpose! I know this as I have been, as most have, dealing with call centre staff for at least twenty years.

They also as demonstrated by their sales team need to control the conversation and the direction of the conversation, for instance I ask 'what is the contention ratio?' and he replies "you are calling about social tarrifs" - because he couldnt answer the question.

Nothing has changed about the customer service provided by bt - just as ignorant and rude as always.

I wont be joining.

Absolutely shocking experience with BT.
I was sold a package at £59.99, only to be billed £72 with extras I never agreed to — including a Netflix add-on I did not request. Trying to get this corrected has been frustrating and time-consuming.
The service itself is just as bad. The connection is unreliable, and NOW TV is completely unwatchable due to constant freezing and buffering.
To make matters worse, I was left without internet for an entire week after an engineer disconnected it at the terminal — with no urgency or accountability shown to fix it.
Customer service has been dreadful throughout: slow, dismissive, and unhelpful.
Overpriced, unreliable, and poorly managed. I would strongly advise others to avoid.

contacted BT early November for any deals. They were putting in 5g? Fibre optic in our area & we would need new equipment. The equipment arrived mid November. Up until today’s latest phone call to them - this call so far has taken 1 hour 15 minutes & still no answers. Still on the phone waiting. It’s impossible to complain to bt as there doesn’t seem anyone available to complain to.

I called BT on Feb 10th to renew my contract for Broadband, Digital Landline and TV. March 19th, 12 conversations later and it is still unresolved. Everyone I speak to sounds genuine and well meaning but are totally incompetent. Yesterday was the last straw. Eventually BT decided I needed a new EE Edge Box for my 2nd TV and they sent it out. However when I opened the Tracked Package it was a new Hub😡 Now I have to call again but it is all such a waste of their time and mine. Utterly useless. David

Terrible experience with BT.

When I moved house, I was pushed into a new contract without being clearly told I could move without extending it. I ended up paying almost double for the same service, plus extras I never wanted or use.

I complained by email, text and phone. BT completely ignored me. No response, no follow-up, nothing. Even a promised call back never happened.

When I escalated the case, BT claimed they had no record of my complaint and no longer had the call recordings.

BT hides behind terms and conditions while failing basic customer service.

Avoid.

British Telecom started to dig up our road with no warning or explanation. The roadworks started on Monday this week, access to our driveways was blocked. At night our driveways were accessible until the next morning at 9am.
Our road Wherstead Road Ipswich has been dug up by various companies this year.
Ipswich Council highways should make companies like BT inform residents in advance.

I had an issue with my Sonos Hi Fi not connecting to network. I spoke to Ash at their technical support. He fully understood the issue which he immediately sorted. Additionally he gave me a ‘walk through’ the router settings and showed me what to do should I ever experienced the problem again. Really knowledgeable and friendly chap, who is definitely an asset to BT. Well done Ash and thanks.

Lied to by 2 customer retention agents in a row.

I moved to an altnet and so automatically received a phone call to try to retain me as a customer. They offered a faster broadband connection for the same price and said that they are installing fibre by April/May so I should want to stay to take advantage of being able to easily switch straight across when that happens.
On Monday I phoned them to see when the fibre installation is taking place only to discover that I have not been transferred to a faster service and that they have no idea when we will have fibre - so they said that they will make this up to me by giving me mobile broadband for free (other than the cost of posting the device to me). I phoned up today (Wednesday, 2 days later since the device posted to me is not very good) only to be told that I have been given incorrect information again, and the mobile broadband will cost me £35 per month on top of my existing FTTC broadband. I spoke to the supervisor about listening to the phone calls to the people who made the agreements with me - he said that to be honest ( ! ) they will not listen to phone calls but that I shouldn't expect to get anything off them for free.

It looks like the best part of BT became Openreach since BT customer service seems abysmal. I have no doubt that they may have had good customer service in the past but when they are unwilling to honour the agreements that their agents have made (which I'm sure most reasonable people would do) then what is left to distinguish them in any possible way from any of the competition.

(Oh, and if it isn't spelt out by the above description of him not being prepared to listen to recordings of each point-of-sale, yes, their complaints supervisor was supercilious, aggressive and unapologetic unlike the other staff members who despite all of the other issues, were friendly and did seem to want to offer something even though he kept vetoing their attempts)

Following the death of my Mum, I filled in the B.T online form to notify them. Within two hours I received a telephone call to offer condolences and to check all the details I had entered were correct. I had a final bill and a cheque with a refunded amount within two weeks. Thank you for the personal telephone call it meant so much.

BT really do not care about customers at all. They cancelled our business broadband service in error and have been unbelievably awful, incredibly slow, astonishingly ineffective and simply incapable at fixing the problem of their making. Openreach were supposed to come an fix it but didn't and made no attempt to contact us. Each time it is up to me to contact BT and it takes ages on the phone, explaining and reiterating the issues and still nothing gets fixed. This company seems to have a virtual monopoly in the UK and they are worse than useless. Unfortunately I have several BT accounts and I get this kind of problem every time something goes wrong. There is no hope for any of us. IF YOU POSSIBLY CAN, STOP USING BT. THEY ARE THE VERY WORST COMPANY ANYONE CAN HAVE THE MISFORTUNE OF HAVING TO DEAL WITH.

BT do not care about loyalty. I came out of contract 18 months ago. they have effectively blocked my from renegotiating my contract with them and charge me over £18 per month based on the offer i received today. I was only offered the new rate of £21.48 as my new provider send a move request. once connected to the new broadband supplier I will have double the speed for £12 a month less than BT wanted to charge me. I'm now being pestered by the retentions team as they want to stop me leaving... Well, BT you have ripped me off for far too many months so its to little too late. Its no wonder you are losing customers hand over fis!

Their hybrid connect subscription was difficult to cancel. It requiring a long call conversation despite the option being available on their app.

I have a business account and my broadband services were disconnected by BT in error. I was left with no wifi, which seriously hindered my client services. 7 days on no resolution. I was told that even if it was disconnected in error, it will take two weeks or so to reinstate. This is so pathetic as I have a business to run. Complaint Handler was so rude and challenging when I presented my issues to her.
Not a friendly service. Feeling harassed by BT as they do not seem to be concerned about the issues that I am facing.
Never use BT for business purpose as they show no respect for the losses that we have to bear when connectivity is lost.

For months intermittent fault with wifi. Told to restart etc. Eventually a visit from an engineer. Nothing wrong. However wrecked the app on the TV. Rang BT and after an hour trying remote fixes they wrecked the television reception as well. Not authorised to get an engineer to come. Next online conversation suggests upgrade as there does appear to be some fault. Same chap comes back with his supervisor this time but no new router that had been promised. Potters around for a while - not sure what the matter is as something doesn't "handshake" with the WPS. Not authorised to press for fast replacement of the router which comes from a third supplier (not EE, not BT which have apparently merged) so we have to wait an unknown time until a router arrives and someone works out to connect the tv. Still waiting for a resolution. What a mess. Why are the directors still in their jobs?

We joined BT in Aug 2024 for internet and cloud calling. For three months we spent a lot of time with the technical and customer services department, trying to get the service to work correctly. It did not work.
Eventually, we complained to the chaiman's office and while they gave us some credit for the service not working, and agreed to us being released from the contract early, they still wanted us to pay for the cloud calling service until then end of the contract.

After we left BT we were then informed by them that the cloud calling service did not work without the internet, we therefore presumed that we would no longer have to pay any early termination charges.

We did not hear anything further from BT until we received a debt collection letter for £1,083.70.
I contacted the same person in the chairman's office to try to understand what was going on. She did not respond so I contacted her a second time. She responded, I am no longer in that role please call the billing number to discuss your issue.

I emailed the chairman's office again, I was given another person to deal with. This person quickly acknowledged that the bill sent by the debt collection agency was incorrect.
What is most shocking is that most of the money they are trying to recover is for late payments. We had left BT and had been with another provider for an entire year without any contact.
The person in the chairman's office said that it was our responsibility to chase BT for the final invoice for the cloud calling, even though they had told us after we left them that cloud calling did not work without their internet!

They are still trying to get over £600 from us.

You cannot make this up!

I experienced that BT was innately unprofessional, but now I see that they are also desperate. HOW SAD.

IMP 2223178
IMP2224174
IMP2231342

My broadband contract with BT expires in March so I decided I would go to Vodafone who provided a competive quote. When BT disovered I was leaving they offered me a quote that was the same as Vodaphone. I phoned Bt to accept the quote which was for 150mps. When the confirmation came through the 150mps was reduced to 74mps. I rang BT to complain and was told tha tthe new contract could not be cancelled because ther changes had already been made.

Thanks BT, the ladies phone line was repaired saturday afternoon.

I am just going round and round with BT. Had no phone for 5 days, cannot make or receive calls. Engineer came out said fault at their end and it would be sorted. The hardest part is trying to get to speak to someone when you have no phone. I am not convinced they are going to sort this any time soon. They used to be a decent company.