British Telecommunications plc Reviews 169

They charge you even if the broadband isn’t working and it’s they fault , terrible terrible company

This site asks for "Honest experience".....This is.
I took out an account with BT last week, for high speed broadband and mobile phone.
All seemed efficient and easy at first. The mobile sim even arrived the next day and the day after that I was informed I could start to use it. I did, destroying the old provider sim .
Following day I had an email from BT saying they had closed my acccount and I would lose all services that day.
The same day, I had an email from my old provider (a borrowed wi-fi obviously) saying BT had informed them I would be renewing my account with them and "Welcome back"!
I phoned BT, who were rather taken aback, but after a good while came up with the statement it had all been a mistake due to a technical error and all would be fine and I'd hear back the following day.
No. So process repeated all over again.
Next day, I am informed again that my account is being closed......
Another call, and go over the same story yet again....
This time I was told I would have a personal account manager sort it by 3pm that afternoon and get in touch with me. In addition, I would be given thirty pounds credit to buy a wi-fi dongle and I would guaranteed receive a new mobile sim within two days.
NO. Process repeated.
This time, agent says there is no record of me ever having an account. (Funny, when I first phoned to set up broadband and mobile account, they immediately had all my records from 16 years ago!). Finally, he finds something, but we are going over the same story yet again with no result...then I am cut off.
I have just found out that I have lost two days work with my mobile being out of action.
In addition to the above, I have tried the BT chatline a few times. As much use as talking to a recalcitrent pre-schooler - that's when the call is not prematurely cut off.
I have never been rude or impatient, but feel very much like this now.
I have spent over three hours on the phone, as long on chatlines and lost two days work.
This is way beyond appalling. I shall never ever go near BT again or trust anything I am told by them.

Shocking customer service regarding BT Sports package .no contract less than 18 months ...price increase ....couldn't care less attitude .
Couldn't find my acc ....
Have received bills for someone else whose acc has my address no apology ...
Because of attitude I did not renew my sports .would not recommend BT ..

Unfortunately I feel the need to review BT. With the spiraling costs of Sky I thought when I moved house I would change over to BT bearing in mind i have had a landline for over 40+ years to see if i could get a better package. Honestly not much in it £, but i thought i would change given Sky monopoly and felt a loyalty to BT. I even added Sky sports but was told by BT I was paying £6 more than most people.
What a big mistake I am tied into an 18 month contract and despite calling, and speaking to numerous advisers who promise to call back at a certain times I am still waiting. I have had constant problems with the BT box for TV , loss of signal buffering with programmes. The funniest is I pay the bill but cannot talk to them officially as my wife is the main account Manager. I went though over the phone how i can be an account Manager too, but when i called back a few days later was told the same thing - I am not the account Manager? I am confused ! I have not watched much TV since October 18 as it cuts off randomly. I thought i would be able to get an engineer call out, impossible , lots of talk need to check this and that and then when you agree a time no one calls..my wife as i cannot talk.
I honestly don't know what to do now, 18 months cannot come quick enough as although SKY might be slightly dearer you get a top quality product. I will be switching back April 2021 and the shutdown has started. I will more than likely cancel my landline phone as i don't need it, and feel i have been treated appallingly. Still nothing rectified.no communication Please Please help me ,Just send out an engineer out to help me please and be honest if you say you will do something please do. I am not impressed with lip service which i have been receiving.. Oh what a disappointment

Sharks,sharks,sharks.
So following on from my last review about bt just received final bill.
Bt sports was reduced from 25 to 15 in August due to redundant hubby.
Not once did advisor mention it as new contract.just queried this final demand to be told as our services were cut in December I have to pay out 14 months @ 18.90.
It was in your terms and conditions.
Who the hell reads them..
Absolutely at the end of my tether with this joke of a company.
Well prepared to go court and tell how it is living in the real world.
Everyone else who I have dealt with have been understanding,bt couldn't give a toss.
Then they are going to add more charges on to kill me off even more.
And just to add I did make an arrangement to pay it of although not at the quote they wanted.

Ok so it took Openreach about 18 months to install my broadband that obviously did not make me happy, and I encountered a lot of lies from people working at BT during that long drawn out saga. But here I am again being faced with people in the Executive Compllaints Team telling lies. BT does not send out invoices as they should by attachment l;ike Virgin or EE, when asked why the explaination was it was against the law because of the GDPR data protection legisl;ation. ( A blatent lie). However the unethical behaviour goes a bit deeper, Bt has a very clever 'rio off' ploy to generate lots of cash. When they sell you broadband they do not tell you all the details (they should as under the law of contract there should be offer and acceptance, just sending an email later withg more details does not become part of the contract). What they do is wait until you fall out of contract. Do they like responsible orhganisation like EE inform you prior to the event that you are going out of contract, do they tell you on the day or soon afterwards. No what they do is to push up the charges by approx 400% and then keep quiet about it knowing that the direct debits will flow in until the people notice and complain. If somebody complains they then reduce the charges back to normal with a new contract. A very clever ploy but totally against their ethical polices and an examplke of sharp business practise.
I have suffered from this situation and have been asking for a copy of my old bills and my contract for the past 8 days but all BT say is, they have investigated and that is it we are going to do nothing. One of the things I can not understand is how they can carry out a thourgh investigation in one day with out having the historic bills nor a copy of any contract not any details about it. But know Natalie Turner, the person in charge of this outrage says that is it we have carried out a though full investigation, end of story. This is a very sad tale, it does make me wonder if many others have been caught in this clever finacial mantrap laid by BT especially the older people. I am on a pension myself and fell thoughly cheated by BT and when you get lied at as well it does not help matters.
I have checked up on the law as regards invoicing and BT are required to give me an invoice for their services which has an accurate description of the services provided. I do not believe that providing a link to a site is actually giving me the invoice as I would in theory have them and obviously I don't hence my requests. In addition on the electronic link it states that my package of broadband has an average speed of 10 Mb, while because I have a copper wire connection my speed can nmot exceed 1.5 Mb so how can I have an average of 10Mb. (there is no qualification, no * pointing out that the average 10Mb means anythiung other than average 10Mb.
So to summarise, BT is using this scam to overcharge a lot of vulnerable people, they are not providing invoices as required by law and even if their links are regarded as invoices they are not describing accurately the service they provide as required to do by law. When questioned about this they lie! So not only do they mis-sell at the start but their actions afterwards makes a joke about their ethical policies to at all times act with "Honesty and Integrity" or is that just another BT lie.
Thank you for listening.

My mother died and I contacted them to close the account and get a final bill so that I could pay it. Having explained the situation to one of their so called "customer service agents" i was told that they couldn't speak to me as I wasn't the account holder, I repeated that the account holder had died and that was the reason for my call the "party line" that they couldn't speak to me as I wasn't the account holder was repeated. I freely admit that I suggested they had a ******* good medium then but they again said they couldn't talk to me so I just hung up. To be fair when I wrote in I did get a better response.

Dont buy anything from BT, i was told to wait 2 weeks from my Alexa, after it did not arrive I called again - first on live chat and was told to speak to the BT store after that i was then passed onto the BT tracking desk who promptly told me that i did not qualify for anything, but the advertising said join BT and get a free Alexa - not Join BT and sign up for Fiber and only then get a free Alexa, also why was i not told when i signed up and why was I not told when I inquired 2 weeks late - and then to be told that "technicality" what a load of BS i am still holding and have been on the call now for 25 min - BT sux

The worlds worst. I'd rather nail my head to a coffee table than deal with these guys. Don't get me wrong...the guy on the other end of the telephone (when you finally get through) is courteous and helpful. He's sympathetic...efficient...sounds like he's got it all under control. It's not until a couple of days later that you realise the company behind him... is incapable of keeping his promises.
Perhaps they're too big. Maybe the people who could really change things are so far up the food chain that the problems of plankton like us are too small to matter. I guess the next time the phone packs up for 2 months...I'll just look for a hammer and nails.

Never have we been treated so badly by a large company, we have left BT with our land line, broadband and three mobile phones and they have a mybt account showing I owe nothing but keep getting texts threatening that we owe them money and yes we do ! Lots and lots of adhoc charges have been added but they do not show on my account.
I would never use BT again after the way we have been treated by them, everytime I asked for a PACT code they begged us to stay they need to look at what they do to there customers

I do not use BT but since BT bought my ISP Plusnet everything went down the hill. Prices and fees rocketed up, services disappeared. Broaodband faults twice a week and no fix for 2 years. Not a good service and l lam looking for a different way to get broadband now. Bye bye Fibre by BT - very expensive and no customer services. Bye Bye

Incompetent BT again - their billings and admin dept are a shambles - and the whole dept has no clue what they are doing . We haven’t been billed for over a year - as BT failed to merge the accounts when my husband transferred his business to our home address . When they realised their error they blocked our account and after 3 days and numerous phone calls to all depts within BT - we are still without WIFI?
My husband has nearly had a cardiac arrest trying to sort this all out ?
Unbelievable ??

So I went to USA last week. Given BT charge £5/1MB, that is crazily overpriced, I bought a USA Data add on for £15/100MB. Like would you walk into a store and pay £1000 for an apple? Is it illegal?

Well, Data add on did not work. I blew my charge limit even before I pulled my bag off the belt. So I complained on Chat to BT, TWICE from USA. No result/fix. So I'm in USA, on my own, no maps, texts. Missed a flight as I got lost. Nightmare. So yesterday, I'm awaiting a call from BT to explain. Offered £20.... So Kind..... Well BT, you have absolutely let me down, you repeatedly cant fix nor communicate. Bid, bad, bad ..... Need to pull socks up BIG TIME. YOU JUST DON'T CARE. I'M MOVING TO VODAPHONE. I HOPE YOUR CEO SEES THIS. 1 STAR ON TRUSTPILOT ? GET A NEW JOB

It is a shame that you have to give at least one start.

We have been with BT for over 20 yesrs. We have recently upgraded our package and we have had nothing but trouble. 2 months ago we found our speed to be slow and we asked why this was. We was told we had the wrong wires and this could be rectified by an engineer. 2 months on we have found at the time of sale they knew they would not be able to offer the deal that they have sold us. So we have been missold.

Within that time they have also been taking different amounts out of our account. Not generating bills that we agreed to and someone within the company took it upon themselves to authorise changes on the account. Putting us on a tariff that only allowed for 15G of data and then changed us when we went over.

Also they have given out account inforntion to other members of the family who have called to try and see if they could sort it without authorisation and full account details were given. Which is against GDPR.

Finally the call we have had tonight has told us they are fully reliable for all the issues yet they have not offered any kind of new deal that matched the old one and they have cut off our services as well.

Their customer service team are untrained, rude and patronising. They shouldn't be allowed to work with animals let alone members of the public.

Over all message DO NOT use as a company.

This Company does not deliver on promises, broadband and tv constantly interrupted and despite paying for fastest broadband could get quicker on EE and O2 mobile services. Also discovered you now have to give a months notice even when moving house. Like anyone gets four weeks notice between exchange of contracts and completion these days! Would not use nor recommend them, expensive, poor service and only too willing to rip their customers off.

Overcharged when took January offer, probably due to the complete fiasco of the installation that was cancelled and then rearranged! BT’s own speed test showing 72mbps when actually getting 5 confirmed by other testers which have registered 70+ prior to problems starting! I don’t have 35 minutes spare to wait for someone to cut me off so not sure how to sort, complaint procedure on app asks for details they know you won’t have to hand to prevent dealing with issue. Utter rubbish service!

I continue to receive calls from scammers advising me that they are the technical department of BT and that they are about to disconnect my internet - - then I get a follow-up call, this time with a live person on the other end of the line.
Now here's the interesting point - - to get around those of us who have a call bar on anonymous and withheld numbers, the calls are from UK 01*** numbers. The numbers, when dialled, don't accept in coming calls. the last two were 01274 572 140 & 01286 395 653.
Are BT responsible for the issue of all landline numbers which start 01 & 02?
Why is it, BT that you have a support line to report fraudulent calls, but then you support these callers by issuing 'phone numbers to them and for their use?
I wonder if anyone from BT will bother to pick up and reply to me?

I was given a leaftlet offering a package
Telephone line and Broadband for £26.00 per month
I thought thats good and signed up
It told me nothing to pay for 30 days after connection
On day 16 i was sent a bill for £140.00
Made hp of £60.00 connection fee £26 rental
Totaled £86 plus vat =£103.00
There were 30 odd calls on the bill which i did
Not recornise totaling £40.00

I refused to pay thisand told them to cancel the contract.. but as it was 16 days it could not be canceled.. i dissconnected the phone and broadband

After umpteen calls to customer service they flaty refused to cancel
They continued to bill me monthly and late charges up to the max £450.00

They defaulted my credit history
I never did pay them
Avoid avoid avoid
AT ALL COSTS YOU HAVE BEEN WARNED!

I have a BT Website, I get no customer support and find them unhelpful.
When you log onto websites now it indicates if its "Secure" with a padlock sign, certainly using a Google browser, and though I do not sell products from my website there is no padlock sign on my website, which I think gives potential customers confidence that its a legitimate site if your browsing.
I contacted BT about this they told me that BT did not have a facility for this and basically it was tough? I said but this may put off potential customers? They told me "They were sorry I felt that way" If I didn't like it I could contact an other provider,.. Can I then transfer my website I said? They said, No I would have to have a new website built from scratch!
I said but what about customer service and moving with the times?
They said they were sorry I felt that way!
Don't Bother with BT they don't care, they just take the direct debit each month!

BT disconnected me on 7th June, whilst i was away on holiday, in error, without my permission and sent me a disconnection fee of £356. I now have no broadband or landline and soon they say they are going to close down my BT email account on 5th August as i'm no longer a BT customer. Needless to say I've always paid all my bills on time and been a loyal BT customer for nearly 8 years.
In the last few weeks, I have since spent many hours on the phone to BT trying to sort this huge mess out. BT placed an order for a new landline/broadband to be installed on 2nd July, an engineer was arriving between 8-1pm but failed to turn up. I am then given a new activation date of 10th July Yesterday i am told there has been a technical error, BT placed the order incorrectly and i am now waiting for them to cancel the order they placed incorrectly and place another new order. I've asked for BT to call me this morning.......so far nothing.
In the meantime, i have posted a personal letter to Gavin Paterson, CEO of BT and emailed him several times - I've heard nothing.Their customer service team is a total shambles. We just keep going round and round in circles. For a company who says "its good to talk" it's appalling. I get passed around departments and get random auto text messages telling me someone will call me .....hours go by and nothing..... I feel totally powerless - can anybody help me?