British Telecommunications plc Reviews 169

Here we go again.......
The recurring nightmare of BT Groundhog day!
Broadband (if you can 1.5MBPS "Broadband"!) goes down...
Call BT...
Remote test says "no" and the fault is within your home so we can't send an engineer unless you agree to pay. I agree to pay...
When the engineer arrives in several days I'm confident that he will find the same problem as at least seven other BT (sorry...Openreach...what's the difference!) engineers on cables some distance from the inside of my home and a fix will be applied...until the next time.
Such a shame that their name puts "British" in so poor a light!

I closed a BT Broadband account 6yrs ago. My email address keeps popping up as a suggested email address when I try to register on various sites. I cannot seem to loose it. Recently I was setting up a Twitter account and found I could not use my name for it was already being used. I was curious, I discovered that their was an account under that same BT email address. Registered in Russia. btinternet.com has been hijacked. Is there anybody else has this problem. BT has not contacted me, after going through their mucky customer service joke numerous times. It’s a joke. They really don’t care. Stay well away from this joke. It will do your head in trying to navigate their mucky customer service. Give us your money now urinate off is their attitude. It’s beyond a joke. Their silence is plain rude. Stay the hell away. Don’t support this company. Are all those disused old email addresses being used for some nefarious purpose, is BT even aware of this, do they even care. NO.

Complete waste of time dealing with this company.
A disgrace.

Moved in new house, updated our package. We’ve been here over two months and the broadband still isn’t working properly. Been lied to so many times it’s almost pointless complaining and I would rather cancel the contract but they say I can’t for two years because we renewed it when we moved. They told me at first the broadband needed to ‘settle” after a month it was still no better and no follow up call. Complained again, they told me it was an external fault and an engineer would carry out the repairs from outside. You’ve guessed it.... they didn’t do a thing! Complained yet again ( getting sick of saying that) so on Tuesday I was told an engineer would call to finally solve my broadband issue today. ( I could hardly sleep for the excitement!) 8.30 this morning there’s a knock on the door. Engineer comes in, asks me where the phone is. We don’t have one, we have broadband issues, and don’t actually use a land line. I was told by the lovely engineer that he had it down as a noisy line, and since it was a broadband issue he couldn’t do anything. Yes, you read that right, he couldn’t do anything because he could only look at a noisy line fault.
I spent over 5 hours on the phone to them over the past 9 weeks, luckily I have a mobile !

When will the board of directors at BT start to look at the fact they are only ever getting one star. I find them a dreadful company to deal with. Buck your ideas up BT

Resolved an invoice overpayment issue with BT today with Brendon Szilagyi in Derry. This guy was incredible.He sorted matters in minutes which took almost a year to resolve an overpayment issue in 2020.

I would put this guy in a High Level Team to achieve 5 star Customer Care within BT

I would like to put on record how dissatisfied I have been with the performance of British Telecom.
I had placed an order with BT on the 10th February for a broadband and received a confirmation e mail back confirming order acknowledgement reference VOL13-564042213042
confirming that the install will be on Wednesday February 24 and could happen as late as midnight.

We anxiously waited till midnight and then the next day called Loyalty team to investigate why the internet was not working.

We were informed that a minihub would be sent over and would be received by Friday evening to get us over the difficulties they were having.

However on Thursday evening I received an e mail stating that my case had been closed?

This could have meant my broadband is now up and working or will be working soon OR that my minihub was on its way to me.
Not knowing what exactly this meant I called out to investigate.

Last Friday I spent not less than six hours speaking to” J__” at the Loyalty team who cut me off; then rang again and spoke to “M____w” from the Loyalty Team, who put me through to “J__a” from the Connection Team and then put me through to “Y___r” from the connection Team and then I was put through to “P__l”.

Only then to find out that my order had failed ( an unacceptable explanation provided ) which then meant that BT had to recommence my order again and the new commencement date for a working Broadband would be a further two weeks away for 11th March.

This is unacceptable – particularly when my request for a minihub was refused.

I have now lost four days of productive business .
My daughter who teaches using Zoom has had to make other arraignments.
Some of the home devices that use the internet like the heating , printers and sky have not been working.
My home security which relies on the internet has been venerable.
I have lost my telephone number because of BTs incompetency.

I am still waiting for a full explanation and compensation for the above.

in the meantime I have bought a minihub from a competitor firm for £110.00 for a month.

For which BT refuse to compensate me for !

There are some amazing people out there.

I initially signed up with BT as after a long period of being a customer with Talktalk I finally had enough and wanted to go elsewhere, and pay a little bit more to just avoid the endless stupidity that was paper of the package being a Talktalk customer. I completed my order and an appointment was booked and all seem to be going well. My equipment was all delivered in advance and I was ready for the engineers appointment.

I was given a window from 1 pm till 6 pm and on the day at 11:30 as I was leaving the house there was a knock at the door. It was the BT engineer who haven’t called or text but was now on my doorstep. I mentioned that I thought our appointment was between 1pm and 6pm as I was as she could say heading out the door, and was advised this was correct and wouldn’t be a problem. I left and ensured I was home by 12:45 pm. When I arrived home the band was still parked in same location and I waited for the knock at the door.

There was no knock and when I then checked half an hour later no van. This didn’t alarm me and I assumed that they’ve probably gone to the next job and will come back. I then at 3:45 pm I received a text message advising me to call a number, where it transpired the engineer had lied and said that I’d not been at the property when they called.

Sadly this then descended into a very unpleasant endless amount of calls of contacting BT and being passed from person to person, with no one wanting to take any ownership or responsibility and evidently no one being capable of leaving notes to prevent me repeating the same old information over and over again.

I then got a phone call from operations manager to discuss my rather rude and abusive language over the phone. At this point I was aware they not read the notes on my account and believe this would be another one of those pointless conversations with somebody that didn’t care I wouldn’t listen. I couldn’t have been more wrong.

I was fortunate enough to get someone who truly wanted to get the matter resolved, but also he wanted to understand and investigate the issues that I raised and to treat me as a customer fairly.They reappointed Another engineers appointment, however on the day that appointment got cancelled and had to be rescheduled. Laughably this appointment also got cancelled.

However throughout all of this the person I dealt with couldn’t have given more to resolve things, including using an additional team member to try and help during her being out of the business on annual leave and for her birthday. That to me speaks volumes of who that person is, and whilst things still failed to run smoothly, the person I was dealing with I can not thank more as she truly went above and beyond to get things sorted.

Unfortunately whilst I would give this person absolutely five stars I have to be fair and say that she deserves five stars unfortunately due to the original issues I can only give 4. I’m also complaining about bad service, and personally detest people who have customer facing roles that evidently don’t seem to even like people. However I’m also very aware that sometimes we need to recognise that there are some absolutely amazing individuals who work tirelessly trying to help customers that all too often don’t appreciate the help and support these people provide.

Certainly to the person that I was fortunate enough to have support me and get me through this situation I cannot express my gratitude enough.

If only 0 stars were an option.

Just received an email for BT to advise me that if I do not return kit I might be charged.

What kit. I have been waiting for over 10 days to receive the kit. Why I'm I being asked to reurn kit I haven't even received.

Just spent ages on the phone. The billings customer services were able to resolve some of my issues but said they needed to transfer me to the connections team. After explaining I was trying to track down where the kit had gone advised me they were not the right people. You are kidding me. In fact I need to speak to the FTTP team and the wait time is 20-30 minutes !!!!!!!!
Finally, spoke Elvis in the FTTP team who was able to confirm that the kit had been sent to the service address. This explained a lot but was completely frustarating as on a call a week before I had requested and it had been confirmed that the equipment would be sent to the billing address which is where there is someone to accept delivery. Words fail me

The people you speak to within BT seem to want to help you but they don't understand what each department within the company they work for is responsible for and connections between departments is completely non existent.

Only deal with BT if you have a lot of time to spare and an unending reserve of patience. It would be hard to get as many things wrong if you actually went out intentionally to make mistakes.

Just moved house, had to wait 3 weeks for an engineer.
Phoned on the afternoon of the appointment as no Wifi.
Told the Engineer had not turned up.
5 minutes later , a knock at the door and Openreach Engineer stood there. He asked if we were expecting phone & Wifi. Yes , we have a phone line , he queried the number and said that was allocated to an address 5 miles away. Our number not working. He did not think he could do anything but would try.
Phoned BT the next day, I told them what Engineer had said and got a load of waffle.
Told them what I thought of their service and demanded to know when I was getting a phone and Wifi. told that they were waiting for Openreach to let them know what was needed in the way of extra cabling etc to get Wifi to property. Told them that was a lie as the previous owner had BT internet.
Eventually they agreed to send me a Minihub as an interim, which worked half the time.
Text from BT next day giving a appointment for 2 weeks later. On that day , Engineer turned up and 10 mins later we had Wifi. Total of 38 days to get Wifi.

BT have been an absolute nightmare to deal with, I had made several enquires about my home phone and broadband contract and each time I was given a non answer. The letters I received were senseless and I had to go to the authorities for help, I have left BT and I will never return to them, they caused me a lot of stress. There are other providers out there, who are also cheaper, with better customer service.

I left BT early and they’re demanding £1,200 from me. My business bundle was original £45 in Sumer 2019. Then the price increased to £55, then at one point they charged me £75! That is theft and no one is saying anything. I want their company to be investigated.

Back to my issue, i left midway through my contract, with the calculations I made, the total would be £500-600. But they want £1,200.

This is extortion, they always have a sophisticated and complex structure to reason why they over charged you.

Can someone please investigate their activities, it’s not the first time this huge corporate company has been stealing from working people.

When I was moving house I called BT to set up WiFi at my new home. Told before I can get BT WiFi I would need a BT landline, so took out a 12 months Landline Contract.
Once moved, called them to get hooked up to WiFi to then be told no availability and couldn’t/wouldn’t supply. As such I had to go to Sky. Meaning I had to cancel my unnecessary BT Contract of which BT then tried to play dirty giving me a bill for over £200. I outright refund to pay this as it was them misleading me into the landline without being able to provide me with the service I apply for. Took over two months and a lot of stress to get this squished, total apathy by BT customer services, could care less, no understanding and just would listen. Once out, now with Sky !

Website easy to use and order what you require. After that total shambles. Run like hell and don't touch. Totally messed up my phone number with wrong area code. Missed two appointments for installing and no contact to apologise. Thought BT had improved and went back after 8 years and deeply regret going back and being stuck for the next two years.

Well I really don’t know where to start!

We have been without Broadband now for over three weeks and there seems to be little or no prospect of it being reactivated any time soon!

We also have a temporary landline number which, apparently, is not showing on BT’s system!!!

It feels as though we have spent most of the last three weeks on hold waiting to speak to a representative and, despite being passed from pillar to post, we are no further forward!

We have been promised a call back now on at least six occasions, but not once has this materialised, which then means yet more wasted time trying to get through to someone. Then, you have to start at the very beginning as you speak to yet another new person who has a different view on what the problem is and how to fix it!

For a supposed communications company, there communication is VERY poor!

My wife and I our both in the vulnerable category and have had to go into our respective offices to work effectively, which has put both us and our families at risk and, as you can imagine, our children have gone feral with the lack of broadband and the inability to stream / game etc!

We are at our wits end . . . any ideas?

My mother in law has new neighbours who contacted bt for a new phone line,Today my mother in law who is 95 and relys on her phone for care call has found out that her phone line has been allocated to her new neighbours and she will be disconnected tomorrow .Bt will not deal with her as she is not a customer of bt as she is with talk talk Her neighbours contacted bt but they said they are unable to stop the line being disconnected.So they are disconnecting the phone line of a 95 year old disabled person who falls frequently and relies on care call.Shame on you bt,My wife has awaited a phone call from talk talk all day and she had rung them many times but they do not want to know

Terrible service from BT. What has happened to this British Institution that you could once rely upon and trust. Sadly no more !
There is no customer service.
I don’t even think they know what their employees are doing, let alone care. Also have you noticed you don’t even get a response to any of these comments. Says it all really !!

Please do not fall for the " free "…
Please do not fall for the " free " gift card scam. I joined BT Broadband on the back of a £ 100 gift card over 6 months ago. To cut a VERY long story short I have been told the offer on line was through their " associates " ( that is, people BT pay to advertise for them ), and not them so TOUGH LUCK !!!!!!!!!!

Ok some improvement now. The problem is that too many people and companies are involved. Open Reach does the maintenance and BT takes the cash and probably a great many more besides. The left hand does not know what the right hand is doing and vice versa. If you try to intervene and accelerate the process of fault rectification you are wasting your time. You just have to let the giant tortoise take its time and clunk through the various processes involved. A bit like the old strowger units the post office used to use which were designed in 1891!!
Let us not forget how bad things were before privatisation with restrictive practices, unions with too much power etc etc... it could take months to get a line installed, you couldn't install your own phones, everything had to be done by the post office and you could be stuck with a party line. Phones had dials and there was no choice until the trimphone came along. Truly awful....

The call centre staff are friendly and do their best as are the open reach engineers. The problems are systemic and they clearly have their work cut out for them. So a middling review. My problem was resolved although it took 3 days. BT thought it took a week and gave me a refund so I shall not disillusion them. Plenty of inappropriate reflexive pronouns in use from some call centre staff but they mean well bless them. I think that would be an appropriate mission statement for BT actually. 'We Mean Well'

Horrendous customer service is what I experienced with BT. My line and wifi were down for nearly 2 weeks. I was given limited information, and only when I chased updates. Staff often failed to keep promises in providing information and I was given misleading information, which felt like deception. This is a shame, as at one time I could have written glowing reviews of their customer service and the only reason I stayed on the more expensive BT contract rather than switch to a cheaper competitor is to ensure I had good customer support.