In the past 2-3 months, I have been experiencing absolutely ridiculous phone line and broadband problems, on BT's side. I've been repeatedly calling these braindead monkeys, and each time I call, I get some poor indian fellow who seems like he has no idea what he's doing. One time, a guy actually got sent over to fix the issue, but all he seemingly did was have a cup of tea with my next door neighbour, and somehow, as he left, the problem worsened. Since that fateful day, I've received about 20 texts from BT telling me that "we think we've found the problem" shortly followed by "we think we've fixed the problem". I'm pretty sure the fact that I can't even hear my mum's voice on the phone proves otherwise.
I strongly recommend you choose a different company, but the fact that the British Telecoms market has been monopolized so heavily by this outrageously terrible company who seem like they don't give two shits about their customers, finding a different company is extremely difficult for some people.
Completely rubbish company. You could stop reading now and just go with another supplier, but if you want to hear my tale... I shall tell it.
So, first BT spams me with emails saying 'BT Infinity will be in your area soon' - 1 and a half years before it comes to my area. I finally get it, hope it won't be as rubbish as my old BT internet. I was promised 76Mbps download speeds - Speedtest reveals only 8Mbps. 19Mbps upload - Speedtest 1.2Mbps. What? My mobile data is faster than that (3G, not 4G)! For over £41 a month, that is the speeds you get with BT. How about I call support... Only a 1 and a half hour wait, then some clueless assistant who says another department will call me back to resolve the problem... No communication for 2 months, still waiting.
Unbelievably poor service and attitude - take some time and look at the reviews on the web. I have just moved from EE to BT. Worst decision ever made. BT service is appalling - order was delivered wrong. Information supplied during sales inaccurate. Over 4 hours spent on 6 phone calls trying to move things forward. 8 weeks and still order not completed. Speed is worse than EE. I really hate to say this, but if it is BT Sport that is driving the decision go down the path of Murdoch. BT Is entirely hopeless.
I switched from Virgin to BT joining BT on 02/11/2013, on that day I phoned up and spoke to a representative about keeping my old number. I was told this is no problem and it will automatically be done. Few days went by and I had no confirmation, I have now possibly been speaking to 30 different representatives, who all told me a different story, one told me that it is categorically in no way possible to keep a Virgin number on BT lines, I spoke to Virgin who is still keeping the number open for BT to port but they have had no communication from BT regarding this, I have spoken to Managers, Supervisors from Scotland to Manila, then finally the email came we are changing your number to (the number I requested to keep from Virgin) with a follow up email to say "Where all done" Brilliant I thought, I rang my old Virgin Number only to find it is not ringing on my BT line, so I checked on MyBT, to find that BT successfully changed my number to a number which I did not request, who knows where they sucked that number from. So back to the rigmarole toing and froing, I think I must have spent at least 60 hours of my time to try and find someone who can help me to date I have not received any calls from a manager who I can discuss this farce!
So on 28/11/2013 the engineers came to install, he was disgusted when I explained the whole story and told me this should have been done prior to installation. So more hours spent in trying to get someone who know what they are talking about, emails, chats and calls, but nothing. Then last night finally someone who was prepared to take some action and get this sorted great I thought now it will be done, BUT NO!!!!! tonight I get a call saying that I can not keep the number because it is at a different exchange, keeping in mind that Brierly Hill who my BT number is with is in Stourbridge and this is where I live and have been for the past 8 years, so I can not keep a number that is in the same house, the person kept telling me that this can not be given to me at my new address and the more I explained I have not moved house and that Brierly Hill is in Stourbridge my line is an 01384 area code and the number I want is 01384, so I asked him to renumber me to a BT number in the Stourbridge exchange so that my Virgin number can be ported but this was obviously not in his grasp, I just can not believe that Virgin has been more helpful about this and that BT believes themselves to be so big that a simple request and these are the only words "I would like to keep my Virgin Number 01384 xxxxx" How can such a simple request turn into such a horrible mess, so if there is actually anyone who knows what they are talking about could they please contact me, surely I am not the only person to switch from Virgin to BT requesting to keep their number, I just wish I could afford the £600.00 I was told I will have to pay if I cancelled my account immediately, well I guess 18 Months is not that long, then I will be free from the most ignorant organisation I have ever had the displeasure to have dealt with and I will post this on every forum I can find to warn off people who are thinking of joining BT, Virgin Sucks but be assured BT is multitudes worse!!!!!
So I was told last night that the "Special Cases Team" will be contacting me today, have they HECK NO!!!! does a team like that actually exist? My guess is probably not! So I will try and forget about it for tonight and then tomorrow I will try and contact someone in this mysterious department, the one that deals with such complex issues as "I am moving from Virgin Media, I would like to keep my Number" This is such a complex request that it take a "Special Cases Team", well that is if it actually exists, to deal with such a case. So I now understand that my Virgin Number exists in the Stourbridge Telephone Exchange, so my question to BT Management is why allocate me a number from the Brierly Hill Exchange, when it quite a simple check, there are several websites that will tell you what exchange your number originates from, and when I asked this simple request to keep my number. I was told that BT can not give me that number at the Stourbridge Exchange because of my address, so my question is how on earth can Virgin allocate me a number at the Stourbridge exchange for the same address where I lived for the past 8 years? Well I am getting tired of this situation, but I will not give up until this is resolved, so let us see how long BT will leave me with a perfectly useless phone line and how many more important appointments I will miss because, even I am not sure what number I have now, after all BT has only been notified on 02/11/2013, not bad handling of a simple request he, and to date not one customer relations member of staff could be bothered to contact me, never mind a manager, mind you do those actually exist or are they working on how to cause most headaches for new customers and ensure that they cancel their contract at the soonest possible date!
I have now just spoken to Virgin Media and was reminded that the number originated at BT, so BT can not even give me a number that originated from them in the first place! Can you just imagine the trouble I will have if thing go wrong with my equipment!!!!
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The actual Broadband service is ok, but heaven forbid if you ever need to contact them. Their automated system is harder to navigate than the northwest passage, and is the most frustrating experience known to man. If you are lucky enough to get through to someone, get ready to spell your entire conversation phonetically, letter by letter, as they barely speak english. At all. They simply don't understand what you are saying to them. Their billing system is complicated (on purpose) so that you end up with lots of charhges. They cut you off without calling you, and when you move house, you won't have internet for months. I can't stress enough - go with anyone expect BT, even if it's twice the price. The worst company in the world to deal with, ever. Just stay wll clear. 429 people here can't all be wrong. I will never use them again. I wish I had not renewed with them. I would rather use carrier pigeons than use BT ever again.
we got BT infinty and calls, first month after 2nd week cut us off,sorry our mistake,since installation phone not working,sent engineer problem with box funny all was fine with SKY for 2yrs,give us free month yeah great,6 months later unbeknown to us they had been under charging,turns out our 45pm turned into £76,didnt find this out till Nov when one bounced called BT,fun begins,turns out someone did not add the extra £6pm from feb to Aug,ok fine worked it out £42 debt, sept/oct £76 so debt paid plus credit of £20 ohno there stll insisting we pay them £76,aha now gets better bill plus debt for next qtr £162.15 well you do the math.they are hopless, Ofcom complaint awaiting reply ,BT still isnisting so guess what and here the good bit we also want our bank charges paid,so can see by end of all this will terminate contract,ah but wait comes good bit,i will then issue Small claims summons to BT head in HIS name,then see what happens,have done this before if you are 100% i have , send a summons to the CEO in his name,they soon respond BT Cahirman is Sir Michael Rake,claimin a low amount in costs,now be prepared to see it through i did and won a case against Thorn Emi,and i will do the same to BT
This is one of the worse companies I have ever had the misfortune to deal with, I have had broadband problems for over a year with the connection dropping regularly and the speed going down to 0.5Mb. After over 60 conversation with the incompetent imbecils in the "first"" line support and 15 other conversations with second line support, 2 of which knew what they were talking about and two visits by BT engineers, the first one admitting that the problem was at the exchange and the second one pretending that came to fix a phone fault. Phone fault? What idiot raise the request for a phone fault, IT'S MY BROADBAND!!!! and the fault is at the exchange. Every couple of months after having to take time off to get phone calls at home and wait for BT engineers that turn up, my session gets reset at the exchange and the broadband works for a few weeks until I start the whole thing all over again. Now they want to charge me £129 because they decided the problem must be in my property. I have been told I can not use Broadband with an extension, that I have to plug it in directly into the test socket and I can not use the phone. And the problem still occurs. How can they be so incompetent and still try to charge me £129.99 for not fixing a problem. Is bad enough I am being charged for a service I do not receive. The solution? Move house and get Virgin media, at least they don't install Huawei routers!!!!
2 weeks before the release I get an e-mail saying my order (of my limited edition console) has been cancelled and as an apology I could order the standard edition for more money.
many e-mails have gone back and forth, but all have basically said "tough luck".
the btshop is somehow related to DABS.COM who are being just as useful.
BT disconnected our main telephone line without any prior notice. This happened on November 05th, today is November 18th and no news on when they are going to fix our lines. Our neighbourhood is facing the same problem and there are over 70 people in Effingham, Surrey, without a phone line. Some of my neighbours are over 80 years old and are facing problems because of this. BT have no respect towards others and could not care less as we are left in the dark without any type of information on what is actually happening and when we expect to have our home telephone lines back. I have never ever seen this in the entire life! I travelled the world to developing countries and have never heard of anyone in those countries to experience this!!! This should not be legal and unfortunately they get away with this disrespectful attitude!
I've been lucky enough to live in Singapore, the US, Australia and the UK - and have dealt with multiple service providers in all those countries. BT's level of customer service, and their inability to let the customer communicate with the actual installation company put them on their own pedestal.
I booked a BT installation date, and was told they could come the following Tuesday, 6 days later. On late friday afternoon I had a missed call from BT and was told my order was cancelled. I called someone later that evening and was transferred 3 times over 45 minutes invested. I was told that the system can't accept bookings made less than 7 days in advance (surely the person making the booking is trained on how their system works...). However I'm told that you can't place a new order for 24 hours, but the person will call me back Saturday afternoon with a new appointment.
Saturday no call.
Sunday I call support again - over 40 minutes on the phone with no explanation for why my appointment is cancelled, and I'm told they will make a booking for me now. Eventually they tell me they can do 7 days from now (so now two weeks will have passed).
The following day, monday, I get another text saying my appointment has been moved by a further 3 days. No explanation. I call and no one can provide a reason.
Finally the enginner arrives 17 days after my initial installation request, and after about 3 hours on the phone.
2 months pass and my service stops working. I call BT (phone and broadband). Despite their 3 day service statement I'm told the next available appointment is 7 days in advance.
Overall, it seems that the company suffers from too many desks with limited responsibilities, and very little effective communication between them. In many instances I've explained for 10 minutes all of the background on my situation, and the support member says they'll explain all of that to some other desk or function that needs to be involved. The next I hear is "welcome to BT" and I invest another 15 minutes in introductory prelude. In one phone call that happened 3 times, even after I specifically ask that they provide all of this information. That's just poor laziness on the part of staff who should be removed from customer facing roles.
The fact they're booking appointments for Openreach, a separate company, means there's almost never accountability when appointments are cancelled or no-shows.
There is not a service culture, the company seems to know that most customers are too lazy to switch service providers.
Their CEO has clearly focused on cost cutting and probably made a bad situation even worse from both a resourcing and morale standpoint.
While I read various reports that "they're all just as bad" I would strongly advise people to deal with a smaller company more focused on customer satisfaction which should drive considerable market share gains over time. I'll certainly be switching to try Virgin or Sky or another when the contract is up.
I had BT Infinity installed and found my wireless printer would not respond.
I am not technical when it comes to computers etc. so I went on My BT to try to find an answear. I did the online chat to be told that I would be called and passed on to the technical experts. The BT caller told me, with a very strong accent I found difficult to understand, that their department only dealt with broadband connection problems and he would give me the number of their Technical Experts who would charge me for their advice. I got nowhere explaining it was the router/equipment supplied by BT that was causing the problem and had to insist twice to speak to a manager who was equally difficult to understand and just as unhelpfull. When I asked for a phone number to make a complaint I was told "no such number exists" but that they would register my complaint. I said BT should provide free information on how to resolve this problem and that if people like myself knew of these problems in advance they would probably choose another provider. I am a stuborn, persistent person with limited technical ability but I went back to my printer and started pushing menu buttons and within 5 minutes had fixed the problem myself. Two lessons here for me 1. don't bother with BT again when this contract ends and
2 try harder myself before consulting "the experts"
Request to BT, as from what has been posted online this appears to be a common problem, give free advice to customers on how to resolve this sort of problem when new BT equipment is installed.
It's not worth cataloging the sequence of errors in trying to get a phone line installed plus broadband. It ranges from getting the installation address wrong to not turning up on the agreed date and then turning up a day late without notice, and annoyed to find no-one at home. I've given up and cancelled everything - hopefully they will get that right and refund my money.
Absolute disgusted with how I've been treated by Bt, I would definitely advise people to stay well clear. My broadband got cut off and when I asked why, they said I hadn't paid my bill which clearly showed on my bank statements that I had made clear payments. I made a further payment to get reconnected as I was desperate for the Internet. I had made contact with them and all they could say is i owe a certain amount, i asked to speak to a manager but never contacted me back. One month later they decided to do it again, absolute cu***. I have now cancelled 6 months in to the contract and gone with some one else. They are now giving me a final bill of £411 quid, absolute daylight robbery. Think they broke the contract agreement first.
the agent sell something before asking my permission. i try to call last 4 weeks every time different agent answer the phone call. so start from begaining, they will say i have to listen the phone call which agent miss sell me. again waiting time.. i write to them no one bother to write me back. please please business person don't buy bt. absulately rubbish.
i am moving different company.
In August this year my phone line wasn't working so I contacted BT. I went through all the checks they ask you to carry out and still no phone line so an engineers visit was arranged. At this time I was aware of another resident in the close vicinity who had also lost their phone line following a storm and torrential rain. The engineer arrived approximately five days after booking the visit and couldn't really understand what was wrong with my phone line. He ran some tests and tried a couple of things and at one point the line appeared to be working only to fail again when tested. As a last resort the engineer asked if I had any other BT sockets and I advised him we had a socket with our SKY TV. He looked at this socket and said it shouldn't have a filter on it as I now had BT Infinity. I explained that the BT Infinity engineer hadn't advised this or even checked the other socket, he then tested my phone line again and it was working. I told him the socket had been there with a filter since we moved in and that the Infinity had been fitted five months previously and that we had no problems with our phone line during that period. He actually responded by saying he didn't know if that had been the problem but my phone was working and there shouldn't be a filter on it anyway. In October, three months later a charge of £99 was added to my bill, when I queried this after going around the houses to speak to someone I spoke with a member of the Time Related Charges Team who told me that the engineers report backed up what I was telling him but that the charge would remain. I asked him how that could be when clearly the filter couldn't have been the problem because it had been there since we moved in and obviously since the Infinity had been fitted. His response was that basically they only had my word for it about the status of the equipment in my property. So not only have I been charged for something completely illogical it was also inferred that I may have been lying about my telephone equipment. Either way the customer service within BT is absolutely appalling, I was speaking to an advisor on loudspeaker in my car discussing this and at the end of the call my 13 year old daughter commented on how rude the advisor was. BT may have made a quick £99 out of me but they will lose in the long run because I certainly will not remain a customer when my current contract ends even though I have been a customer for a number of years. I t also begs the question, if sockets shouldn't have filters when Infinity is fitted why do the BT Infinity engineers not advise you of this or remove them?
Well it all went wrong from the start...............
I chose all of the options I wanted, which phone package etc (like "Line Rental Saver" and "Unlimited anytime calls". BUT neither of these came through to my actual phone setup. SO, I had to "order" them again in their system. Phone line got transferred first and with no problems or loss of service.
When it was time for the Fibre Optic broadband, I got a call from BT Outreach and agreed an appointment. When I got the confirmation e-mail, it was 7 DAYS LATER than agreed. So I phoned up and complained and my original appointment was reinstated. For some reason BT post the new router to you instead of letting the engineer bring it. Goodness only knows why. Because of the dates mess-up I noticed that my equipment was due to be delivered 7 days AFTER the engineer would call. So another long and painful phone call to get the router. BT system does not automatically ensure you get the equipment before your engineer calls!!
The good bit was the engineer did turn up on the day, was here at 8.30 and I was all up and running by 9.30. Be aware that the so called "engineers" are subcontractors and are in a rush (as they are paid by numbers), and my guy did not seem to have much knowledge of either the product or other computer matters. He just knew what wires to connect!
Now I wish it ended there, but alas not. My first phone bill was fine, but the second had reverted me to BT's standard plan, so I was charged again for my daytime calls. I tried to use their "Chat" which was tortuous and obviously in India. They repeatedly gave me answers to questions I was not asking. In the end another long call was made and my "Anytime" plan was restored.
I then had to make a further call to get a refund. Another long wait, but they did eventually agree with me - though it took some persuasion - that they had messed it up, not me. I now have my refund confirmed in an e-mail.
It's OK for me as I am retired and have the time, but it has taken me endless calls to sort out what in essence is their daily work, so they should be much better at it.
The moral of the story is that the product is good - getting 38Mbs instead of Virgin's 3.5Mbs if I was lucky! But be prepared to spend some time to get what you want.
One final thing. I was attracted by the offer of a Sainsbury's voucher. Well I find you must "apply" for this on the website. It says it will take up to 45 days! My 45 are up in 2 days time and no sign or any confirmation. My next battle I guess!
It took BT 2 months to set up a line and broadband in my house which is in the main street of a town with the BT Service Connection Centre less than 1/4 mile away. I have had a poor broadband signal for the last 2 days and there is no easy way to find out if there is an area fault. Also when I did call the centre they said there was no fault and/or it has been fixed but my upload/download rate is at a max of 15kb/sec so this is clearly not fixed. How do you now go about fixing something which they say is fixed?
The staff was definitely from an indian call centre and said he has run test but I can't see how they can fix something without coming out and checking the line in person.
I'm not happy with BT they have never shown good customer service and it is very difficult to find the right contact number to even talk about a fault.
I have been trying to get BT faster broadband now for 20 days. 4 people have promised to phone me at a specified date and time. They must have all gone sick as no one has. I have even been told 'I need to speak to a colleague' and then been cut off. The lady could have phoned me straight back if it was an accident, she had my details on screen. It seems BT really couldn't care less and I'm stuck with 0.65 Mbps download at full price until they deem to let me spend more money boosting their profits. If only one could speak to someone with clout and the integrity to do as they promise.
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Just one mistake after another. You phone up to cancel your broadband, they cancel your phone. You arrange an engineer, take off half a day, they don't turn up with the right equipment. They book appointments without telling you, so you can't be there. They tell you it's sorted and it's not, so you phone again and they tell you it's sorted, but it's not. Again and again. I could go on and on but it just gets boring so I will just say if you expect anything like a service, don't go with these people.
At the moment I am being charged a really high price for broadband, twice as much as anything else. I an locked into it for 2 years, when asked to change , they declined.
a communication company with poor communication and support for its customers.
Broadband slow as hell.
I got 2KB/s download speed during peak time with my 20Mb unlimited broadband.
And they said I can view BT sport for free but I can NEVER login to my account no matter how many times I reset my password.
We have been trying to contact BT to sort out our broadband problem there is almost one week. We have been asking them to send us a engeneering support at least but no answer at all. Their call center seems to be based abroad. BT web site does not display e-mail and the call center do not inform the e-mail even under request. It looks like they are avoiding compromise themselfes with customers issue by hiding information that should be accessible with easy. They are a on line base company to provide technology / internet but does not have a e-mail contact? Does it make any sense for you? Not for us. I wonder they must have some obligation to fulfill under the law and I do not feel it like a normal procedure. We are going to leave BT ASAP. We do not recommend BT at all.
Not worth a single star, customer services cant speak clear english very rude...and as for the 30 day liability charge my contract had ended nearly a year earlier before I switched to virgin so they can threaten me with debt collectors all they like as it will cost them more as they'll never see a penny of this obsurd charge from me!...ps yous only have a star cause I had to tick, at least 1 to post!!!
I have nothing to say but the fact that I resent paying far more for a package that gives me speeds I endured 15 years ago. Don't upgrade!
I took out an order with BT on the 19th of September, 2013. Unlimited Phone Anytime, Inifinity 2, TV Essential Extra, Line Rental Saver and other bits and bobs.
This has turned out to be the worst decision I've ever made - considering I will be spending £thousands over the next couple of years with them - I have experienced the worst customer service ever. It's actually prompted me to write my first EVER company review.
1. My family have had a BT line forever! I said to them this new order must be in my name (as my mum has passed) despite making this clear - everything is coming in my mum's name - including the deliveries. (incredibly hard to collect my items from the Post Office - home hub, YouView box etc).
2. They are constantly messing with my engineer appointments - they promise (over the phone) that they've corrected the dates but when I track my order - it's back on dates when I will be at work. They lie over the phone A LOT and beg you to give them positive feedback after the call has ended (useless call centre abroad).
3. I have tried to email dozens of times using their online contact forms to try and resolve the numerous issues I've encountered with my order - nobody has EVER personally replied - they just copy+paste generic template responses - telling me here's a: "list of FAQs about BT Sport - we hope this answers your questions" ...I couldn't give a monkey's about BT Sport - the responses aren't even relevant to the questions I'm asking.
4. My phone line is still dead. I'm practically BEGGING them to look into this for me but nobody is listening. I can still receive calls but can't dial out. They send me an email saying they "hope I'm enjoying my Unlimited Anytime Calls package" ...I'm not. Because it doesn't exist. They said my phone package & Line Rental Saver started on the 24th of September so essentially I'm paying for NOTHING. I don't know if this is some sort of call barring or something? Nonetheless, I can't discuss it because I'm not the account-holder. What am I to do? Tell them to perform a séance?
5. My Direct Debits are the wrong amounts. The start dates are wrong - why should I pay for a service they aren't providing? The account name is wrong. I can't get the online offers despite it being their website that had technical problems (they promised I would get them over the phone). I can't fix anything because it's not in my name. Nobody replies.
6. I sent an email telling them (within the cooling off period) that I wanted to CANCEL EVERYTHING if they don't correct the mistakes they've made and REFUND me every penny too (an email was sent so there's a record of this) so I'm well within my rights to take them to small claims court. Which I will do if they don't sort this flippin' mess out.
AVOID AVOID AVOID. It's not worth the stress people!
Waiting here now on 4th appointment for BT to install infinity. Ordered 6 weeks ago, three previous appointments they did not show up. countless hours spent on phone holding for sales team to arrange appointments and tell me things i already know. Got a nerve to call themselves British Telecom! . oh and time slot was 8am-1pm today, its now past 1pm so i'll add this to my collection of no shows from BT. Your whole company is flawed from ground up. Please rename yourselves to something more suited, maybe "No show telecom" "useless assistance telecom" "even talk talk are better than us telecom"...
Ordered a broadband package, was assured it would be activated by midnight on the 4th Oct 2013. The 4th came and went, still no broadband. Phoned the Mumbai, New Delhi (wherever) Contact centre. The first advisor left me on hold for over 20 mins because he simply did not want to deal with a difficult enquiry and eventually cut me off. The second advisor on the 5th promised me the broadband would be on by midnight on the 5th and promised me a callback from a manager regarding my brand new horrific, first time customer experience with BT. Hence, no Callback and no broadband. Phoned again on the 6th, still no broadband. I got hold off the managing Directors Email (firstname.lastname@example.org) and sent him a detailed account of what had been happening, he had a nice guy call me but he could not sort this out and advised me broadband order had not been passed to the relevant team and now it could not be witched on until 9th Oct. Another call from another advisor in India who promised to pass me through to a manager and give me compensation, whilst transferring me, would you believe it, CUT OFF AGAIN. I have now emailed Managing Director again and told him to cancel entire order. GO ELSEWHERE for your broadband. BT is appauling.
BT management apparently decided it would be a good idea to bring forward the payment dates for everybody's monthly bills. As a result, this month we had a payment taken at the beginning of the month and then another at the end of the month - just before payday. Now, it's not really that critical for us, but for customers on a low income, this sort of money grabbing will cause problems with people having to find money for two months bills out of the same months pay..
On speaking with BT, there is nothing on offer except an apology. BT management evidently think it's fine to grab everyone's payments earlier - ironically the same month tell us all about the upcoming price increases.
Our connection has been having huge problems but when I had BT on the phone they said it indicates that the connection is fair/good or whatever. I'm locked in a contract and can't switch to a better provider. This is the worst one can imagine of a company. I'm going to have to keep paying the monthly contract fee for another 8 months, whilst I receive an appalling broadband "connection".
To the extent I wonder how this firm has managed to survive with such a horrendous service. I had got the appointment on the 16th Sep, (which is a Monday - meaning I had to take a leave and wait for these idiots), without any intimation they changed the appointment to 23rd Sep, and I made sure that they would call me before coming to my house.. nothing happened, to my utter disgusting amusement they moved the appointment in the tracking system to 30th Sep, and when I called them on that day, they said its still not possible, but could be done only by mid Oct. I cancelled the service then and there. The worst part was the customer service rep asking for a feedback on how he fared during the process. That level of stupidity was unimaginable.
I reported the problem on 2nd September, difficault on a mobile as I couldnt understand a thing they said. 2 engineers and several emails later and the problem is still ongoing. BT keep promising that their engineers are working hard to fix the problem, well I can see the problem from my window and so far no engineer has been near for 2 weeks!!! All they do is lie, they dont care that the phone is our lifeline. We have my husbands 90 year old mother living with us and as she has recently had a stroke and has vascular dementia we need the phone. In fact she has only just come out of hospital but even when informed about this they still give stock answers. The next fix date is 30th October but I hold no hopes that they will ever turn up!!!
Here is a follow-up to my earlier posting:
My BT contract for phone and broadband ends on 7th October 2013. So far so good - I have instructed PlusNet to take over at the end of this contract period. So, I call BT just to make certain that PlusNet can take over and, as our contract is finished, there will be no penalty charges. They confirm the contract end date as 7th October 2013 and that a MAC code has been issued. Great, me thinks - there should be no penalties...
...WRONG!!! You see, whilst the contract 'ends' on the 7th October 2013, it doesn't really 'end'. No, you see a BT contract only 'ends' when it is in their favour for it to end (i.e. they want to put the prices up). From the customer's perspective, the contract just 'rolls on' - even though I have not instructed for this to happen and do not want it to. The fact that I have paperwork telling me my contract ends on a certain date is irrelevant! The outcome of all this is that BT will collect payment for a '30 day cancellation period' because I have not informed them that that I want our contract to end - event though it is supposed to be ending!
Lost? me too!
Okay I say, let's just assume this disgraceful practice is legal and acceptable (dubious). What would have happened if I had given notice 30 days before the contract was due to end (i.e. 7th Septmber 2013) and asked for my MAC code to move to my new provider? Surely then I would not have been liable for any charges right?
You see, although I would have followed the terms of my contract as best I could, I would need to wait for 5 days for the MAC code to be issued (apparently it takes a computer 5 days to email a code in BT land!). Until my new provider has the MAC code, BT do not consider that notice to end the contract has been given - even though a verbal notice has been given on the phone. The resulty is that, once again, BT take penalty cash.
Now I am no lawyer, but I am fairly intelligent and capable of following logic and reason (I have a PhD), and it would seem to me that all of this is questionable in the extreme. However, there is little point arguing the logic or rights of it all with our friends at the BT call centre - they simply go silent and say 'I'm really sorry, but I can't help'.
Urrrgh - yes it is going to cost me a bit to get away from BT, but my goodness I'm looking forward to a life without them in it!!!
My advice - DO NOT GO NEAR THEM!
After a month and countless hours on the phone to Indian call centres who can barely speak English and know nothing, I've decided that BT care nothing for their customers and why should they, there is no option but to deal with them.
'MisTER' Hepworth found this review useful
Moved into temporary accommodation in between permanent housing. BT renewed both line rental and broadband contracts for 18 months on the hook of a free installation charge. Now when I want to leave they are charging the connection charge and the full contract... will never use BT again.
Been waiting for 3 months for the phone line and everytime engineer comes theres always something going on with the line and etc and ive been told itll fixed at the 19th but then im told that theres a delay so, if I hear another bullshit going around this horrendous company, im moving to sky or virgin. I reccomend you not to rely on bt when you move to a new build house. Absolute pisstake!
The little bit of Customer Service remaining here in the UK is so so bad, I mean really incompetently bad.
The remaining support that is out in India is even worst.
BT Vision is rubbish.
BT Infinity 2 - is rubbish problems for over a year now unresolved
BT Phone - is rubbish, inaccurate bills - complaint refence ignored and still unresolved.
BT Complaints - rubbish, they do not even deal with these. Reference numbers are just ignored.
BT Sport - rubbish, they want to recontract me to switch it on, no chance.
As soon as this contract runs out I'm off to SKY.
Phoned up to. Get a business contract went through fine told us 5 to 10 days this gave us. Time to get shop ready due to shop opening two days later. After 6. days we didn't hear anything so we called them and were told an engineer would call. Us back never did.. We phoned everyday they never bothered to get back to us. When you do get through they don't understand us and we couldn't understand them .They gave me a number then told me 12 days later that it wasn't guaranteed so why give me that number? I had had a £300.50 sign made I will be looking into this matter. and go to ofcom as soon as my. Home phone is up bye bye BT
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