British Telecommunications plc Reviews 169

The worst telecommunications company ever. Already an existing customer (for 12 years) and requested a simple house move back in December. It is now February and we are still without a landline or broadband at our new address. In fact yesterday they switched it all back on at our old address again by mistake! We are now at the back of the queue again (for 3rd time) and have to wait another 3 weeks to get set up at the new house. One star for the poor BT staff on the phone lines but no stars for all the general incompetance with this whole process.

Thank you for holding, we are very busy at the moment and apologise for the delay....... I'll help you to be less busy by taking my business elsewhere.

Not at all good customer service, you have to wait for tooo long and that too for no resolution.

They never cease to disappoint. I have never had so many dreadful dealings with one company. Not once in 20 years have the managed to provide a service that is anything less than a disgrace. I include their OpenReach arm in this review. If only we had a different option I would take it like a shot.

Has doing a house move with the Broadband i had with BT, told me it will go active on my move in date, waited and nothing happened, call the next day, they only then told me that i needed an engineer and one was booked and cancelled for the day before (13/12) to then tell me they will get is sorted in the new year. so went to virgin who had me up and running in 48 hours.

The depth of my disdain for BT open reach(aka open reach), BT and the Telecoms ombudsman is immeasurable....BT are total and utter unfathomable communications catastrophe. BT own open reach, which controls most of the UK telecoms infrastructure. Open reach is unaccountable to the Ombudsman and 'will not' deal directly with the public. BT blames open reach, open reach insist you deal with the service provider(BT) and Ofcom does not regulate open reach making them effectively unaccountable to anyone...not funny or acceptable in any way. No internet for seven weeks, open reach does what it wants when it wants.

Moved house and it took 3 months to get me reconnected!

Utter BT Incompetence confirmed. I did a review of my Outlook email's inability to connect to my BT Mail account on 3 PCs yesterday. BT "technical" support denied any problem at their end and it must be Outlook with the problem and they don't provide any assistance. OK so perhaps it was an update from Microsoft? Spend 3 hours on the phone to Microsoft level 2 support who finally completely reinstalled Office (Outlook). Still not working. Give up. Today Outlook is working again and the finger points at BT who must ignore any complaints about BT email not working. They certainly know nothing.

I was paying a very costly monthly subscription to BT Broadband.

Had constant problems with the broadband cutting off. Sometimes for many hours at a time. Customer service were a disgrace.

When I complained BT wrote me a letter full of lies. I told them I was very unhappy with their service so I left. They then had the nerve to send me a £280 'left out of contract fine'. The cheek of it. I only left because their service was rubbish.

I am now at Sky Broadband, getting faster speeds and it's costing £18 less than BT per month.

Absolute joke of a company told me I had broadband sorted waited for two weeks to find out they had cancelled my order without saying a word.

I have been with bt for their internet for years. But at the end of last year my contract was up. I gave them 4 chances to give me a competitive price. All which were stupid. So I was 8n the process of leaving I have a great deal for fibre and a tv box off off talk talk. Only then I negotiated a better price as they sent me a letter to contact their retainment department. But on the price we agreed when they made me cancel everything with talk talk it’s taken me 6 months to get the price quoted through various refunds. I wish I had left. Not staying with bt after this contract has run out.

Shocking. Line price increased without informing me then an absolute hassle to cancel.

Terrible. I ordered a line and broadband, on the day of activation they tell me I need to order again. Painful painful painful.

Excellent speed, fibre broadband has NEVER failed for more than a brief restart. 200 mb down 80 mb up

I am a seriously disabled housebound person and am totally reliant on the internet and have just been convinced to enter into another BT broadband/landline with a no calls package for 18 months for £42.50. Since entering into this contract I am getting speeds of between 7 and 10 mgbs despite BT saying minimum speeds I should get are 17mgbs. I have made numerous complaints and despite making numerous calls to BT I have just been getting the usual hog wash saying that they have got no record of my complaints. I have just been onto BT again for 42 minutes to make an official complaint and I was told I would have to pay for and engineers visit of £85 if there was no fault found. I think there is a clear case of BTs atrocious customer service and discrimination against a disabled person as they must think I am stupid if I should get a minimum of 17mgbs and am getting anything between 7 and 10 then surely the fault is BTs also to be threatened with a charge of £85 for an engineers visit is clearly adding insult to injury.

Extremely poor customer service. Poor Broadband - long contracts - expensive. Where is true competition for these services!!

When I first left BT I was told that I would not be able to use my email address that I had with them but for about £6.00 a month ( Ican't remember the exact amount) I could keep it. I did.
When I rejoiced Sky a year later, I didn't bother with my BT email. Guess what, two years on and I still have it. My sister left them last year and was told the same. Yes, you guessed it, she still has it.
I wonder how many people pay for their email address? Surely this is wrong and taking money under false pretences. I'm sure that they should offer me , and everyone else who has done this, a refund.
Last year I received numerous phone calls from them trying to tempt me back. One sales advisor slammed the phone down on me when I wouldn't rejoin. Appalling attitude.Needless to say I will not be rejoicing them.

The invoice departments have been a disgrace since December ! Still struggling to receive accurate bills ! And credit notes are never issued !

I have been a customer of BT for over 11 years.Over the years we did not have great internet but we tolerated it because there was nobody better to go with until Virgin moved into our street this year! So I put up with it, we complained here and there... but then we entered into a new contract 18 months ago and it seemed to get worse. I used to think it was because we 'were wireless' in some rooms and it is was just bad luck or a problem with the dongle. Once one person downloads other computers froze. I could never get internet in my room which was a room far away from the home hub yet the NEW TV ADVERT says "WITH BT YOU WILL ALWAYS GET SERVICE IN EVERY ROOM IN THE HOUSE THAT NO OTHER PROVIDER CAN OFFER" at a GREAT COST OF £44.00! (YOU WON'T) So my final complaint I made they finally decided to get an engineer round.... he came and told me in my area i should get 29-44mb speed and I was only getting 28 and there was nothing they can do. It was because we have fibre optic in our street And Cables to the house. Apparently that is not a good mix. The engineer told me that we could BUY from B&Q wireless adapters for our rooms to boost the service a cost of £60 per adaptor. We are already paying £50 a month for a phone line an BT internet as it is (ok that includes line rental but I don't make phone calls). So I complained that really we did not get the service we were paying for (we certainly never even got the 29-44 that we were paying for - although when you buy it it states 50mb)... and they said ok they would give us £1.57 (I laughed and said enough for a sausage roll! I had given up at this point) so they did offer a tiny bit more as a gesture of goodwill. The Complaints Operator was nice in fairness to her, but I am complaining more about 'the general service i paid for'. It does not justify what I paid over the years for all the poor service we got. They did say that in the last few days we were getting 32mb speed (I doubt that very much because I have no proof and that is not what the engineer said to me when he left). Frankly, I am very disappointed in them. So luckily VIRGIN moved into our street, at a cost of £32 a month and a phone line too! (£20 saving a month!) They have full fibre optic to the house and street and so we won't have the same problems. We also get up to 108MB speed not the supposed 50mb speed we were paying for (although the reality was we were getting 28mb speed). Please - don't go through what i went through and think BT is value for money. It is NOT. The advert on TV is a farce! I am proof that IS NOT TRUE! I will save £240 a year for not just the same thing but so much better with faster internet speed. They are complacent because most people stick with them so no need to bother being competitive or value for money. They need to move out of the dark ages... they will lose more and more customers once Virgin cable in to more streets and good for them.

I was under the impression that BT Telecommunications Plc (and in particular BT Business - whom I have had the dealings with) would be ethical, helpful and efficient.
How wrong I was! Not only was I dealing with a company that is no longer able to offer a competitively priced service, In my opinion, they are unable to deal with a client seeking clarification of a service.
I am disgusted by the avoidance tactics of the customer Service/resolution team and their managers.
You can never speak to the same person twice; you are passed from one department to another; having to explain the situation to each individual (quite often at your expense). However nothing gets resolved.
"Someone will get back to you" but they never do.
"If you REALLY want to make a complaint, we will issue you with a number, and get back within 14 days" - but they never do.
"We will only close your complaint, when you say it's fixed" - but they will automatically close it anyway.
In BT's opinion it seems to me, that the customer is never right.