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Trying to lock me into another 18 month contract.

I took BT Infinity 2 out back in 2012, and, in August 2013, signed up for the BT Sport service for my tablet and netbook. This was originally an 18 month contact, and should have finished by now.

Imagine my horror that when ringing up to ask if they could discount my service, as I was out of contract and could get the same service for £12 per month cheaper elsewhere, I was told I was still in contract for another 10 months.

Apparently, I'd automatically agreed to sign up for another 18 month contract when I activated the BT Sport app ... I hadn't, and it was never made clear this is what would happen. After a couple of calls to BT, they wouldn't budge, even though their terms state if I didn't use BT Sport on Youview or Sky, only on the web, no contract extension was needed.

I immediately asked for a MAC code, (OFCOM say they can't refuse to give you one, even if you're still in contract) which they gave me, and I've now started the ball rolling to switch provider.

Awful customer service, and very underhand tactics by this company. No doubt they'll try and sting me for some kind of early contract ending penalty, which they won't get, and, if they put a mark on my credit file for non payment, they'll end up in court.

Oh, almost forgot the hassle they caused changing their payment date halfway through the contract, oh, and taking three months payments at once ... awful company, steer clear if you can.
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BT SHAMBLES AND AN OMBUDSMAN SERVICE WITH NO "TEETH" TO PULL THEM INTO LINE

We had 3 instances within 4 months of landline telephone being cut off (not our fault, presumably BT workers either disconnected due to error, incompetence or a combination of both). After spending about 6 hours trying to get some sense from their callcentre in India or somewhere, the only thing they could suggest was to send engineer to the house - on 2 separate occasions, BT engineer called and confirmed it was not due to problem in our property, but to BT!! (As we'd told them in first place). Be warned about the following 3 points if you have a complaint about BT: (1) if BT send an engineer to your home to check out your landline connection & find when they do that the fault lies on YOUR property, they will charge you £129 PLUS for each visit, but.. (2) just try getting them to reimburse you for any mobile phone calls you have to make when your landline is "down" due to no fault of yours - we incurred a sizeable bill in mobile charges, not to mention still paying line rental on a non-working BT landline on 3 separate occasions, each time for a period of several days, but they offered us only a measly £45 credit on our line rental (3) We took the matter to the Ombudsman Service: Communications, who are supposedly impartial; they agreed the so-called service we had received was poor - and managed to get us an extra £4.60 on the original offer of £45 credit!! This isn't a joke, you could not make it up, - the Ombudsman Service finally admitted to us that they have NO POWER at all to compel BT to give realistic compensation, can only ASK them ("Please, BT, would you mind compensating these people for their fouled-up landline, solely due to your mistakes?" "No?" "Oh, OK, then"....). If you didn't laugh, you'd cry - only in the UK could taxpayers (presumably) fund a so-called Ombudsman "Service" that has diddly-squat power of any kind, and are themselves inefficient to deal with (when you ring them, simply repeating over and over from a script..."our aim is to put you back to how things were before the problems occurred..", yada, yada, yada.. By the way, also be prepared to receive blank or incorrect e-mails from the Ombudsman Service - as it seems they have someone in their 0rganisation who hasn't yet been taught that you should put some meaningful (and correct) information on an e-mail before pressing the 'Send' button!! We have now written to our local MP, asking why this so-called Ombudsman "Service": Communications Organisation is in existence, if it lacks any 'clout' to force BT to compensate people realistically, especially if taxpayers money is funding the Organisation in any way, shape or form. He tells us he has written asking the same question to the Department of Culture, Media & Sport. Expect to hear the sounds of ladders being pulled up any time now.....followed swiftly by a load of meaningless corporate jargon (not to mention the odd blank e-mail, of course).
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Appalling service and failure of a company

I placed an order for BT phone and infinity as I decided to move back to them from Sky. I was told everything would be up and running on 14th April.

My phone has transferred over but nobody had the courtesy to tell me that there was a problem with the Infinity. I used their contact form to contact them with my order reference etc and got a reply saying it would take 10 days to reply to me. They then sent an actual reply saying I had to call another team as the digital team don't deal with orders. Why ask me to fill out a contact form then?

I phoned them and they say that the engineers can't fix the fault at the exchange until Friday as they don't have the part they need. BT don't have a spare part for their own exchange?? So the rest of the week without internet and they say that they cannot do it any sooner than Good Friday. I wonder if they actually will sort it out on a Bank Holiday. I'm furious with the lack of information on their order tracking system. If it says "delayed" then at least explain why, without having to call and wait on hold.

If your phone and internet works then do NOT move to BT. They are absolute jokers - and not the funny kind. I wish I had just stayed with Sky. BT are a total waste of time.
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so bad we threw a party when we cancelled

We recently took a huge sigh of relief!
After a long contract with BT involving the worst service imaginable we finally managed to break the bond that had caused so many arguments in our household.
Here is a list of BT's failings, i hope it puts you people off signing up to this shit service.

1. bad broadband! They could have sent the message on a snail its so slow! And you can forget online gaming, NO chance.

2. crap T.V. they promised good films for an extra price. They were ok to start with until they took the best ones off and made you pay for them, replacing them with 80's films you wouldn't watch if you were drunk!

3. Rubbish phone line. We had the line installed not so long ago by BT. It crackles and pops like crazy, some days its like speaking through a blizzard.

4. Our account was hacked. We had an email with accurate billing information, this asked a few questions and having the BT header duped my wife into answering them. BT couldn't care a damn, and never investigated the fraud when it was clearly a BT member of staff involved.

5.BT's customer service is dreadful. When ever you call BT it'll take over an hour to even start sorting your problem, and thats if you can make any sense of the bloke in India. GOOD LUCK with that!
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No customer service!

When i ordered my package the website said the words "We're always open" just tried to call them "sorry, we are closed" WHAT!?
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Mostly good

BT was mostly good. Never had any huge problems with them, they phone you a lot. Just changed to TalkTalk from BT and I must say BT was a lot better even to my surprise.
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customer service, what customer service?

I have given them a one star rating as there wasnt a lower rating to choose.Lost my broadband connection and phone due to some workmen cutting cable in half.No phone or internet for 11 days,(bt promised would be fixed within 3 days).made 3 phone calls via a mobile phone to them one to report lose of phone line 14 pence per minute, kept me on hold so long the 3 phone calls cost me £23.Basically ask them to pay the £23 that it cost me to phone them to report line fault and other two phone calls to chase them up, they said no.When my contract ends itgood bye BT.What fools they are to lose a customer over £23.
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BT ignore you hoping you'll go away

In short: BT spent 2 years sending a £1.35 bill to/for and email address that I cancelled. As I didn't use the account, I never saw the bills. I eventually discovered this trashed my credit rating. I have both written and emailed BT but they have NEVER responded. I have spoken to them on the telephone, but they (actually the same named person) told me different and conflicting information every time. The bill has been paid under duress, but they have further failed to respond to the credit rating Company. BT display utter contempt for their customers; their staff come across as being incompetent, but BT are always right. Fortunately I don't have any other BT products and I'm very content to keep it that way. Why do I have to give them 1 star - they're not even worthy of that!
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Terrible support for BT broadband service

Whilst the phone line is fine, I'm fed up with the fault support service provided by BT for its broadband service.

Its extremely difficult to get through to anyone when there is problem and the service is expensive compared to other providers.

The BT wholesale speed checker today gave results inconsistent with independent speed checks and the true speed.

The BT wholesale speed-check also today over-estimated speed delivered by a long way.

I would change supplier from BT immediately but for my connection any service has to be routed through BT wholesale for my supply ; so they have a monopoly.

I'm completely fed up with BT Broadband.
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This is my email to BT today. In summary, terrible service, just want to get out.

I am very much disappointed with the BT services we are receiving, with all three services, Tel, television and internet.

1- Telephone:
shortly after we joined our telephone was down for two weeks. there was interference on our line that made conversation extremely difficult. We were never compensated for loss of service.
It was fixed then but since we have had intermittent problems with quality. Sometimes we are told by callers to our house that they called but had no response while we were at home.

2- TV
The TV vision box and its remote control is of very very poor quality:
2.1- one presses a key on the remote control and either nothing happens or two three steps are done. For example, when you want to change a channel you press the channel number, e.g. 4 and 44 is registered or 444. Other keys are the same.
2.2- One tries to change a channel and nothing happens. Either one has to wait for at least 30 sec for something to happen or nothing happens at all.
2.3- The box resets it self while TV is being watched. It happens regularly in the middle of a TV programme.

3- Internet
3.1- We are supposed to be on 60Mb/s connection. We regularly get 20Mb/s. This is a serious difference between what was offered and what is provided.
3.2- The Wi-Fi is poor. We do not get reception in rooms upstairs. Our house is a two storey normal house.

4- Customer services
I called BT and they told I have to do test on my BT socket. To get a screw driver and open up the wall socket and do a few test for them.

Considering all above I like to terminate the contract. I phoned BT and I was passed several times between different department. I was told that because the contract is a 18 months contract I loose £360. Basically I am tied to a terrible service until Jan 2015.
In my view this is rubbery as I took BT services with the view that old BT was good. Unfortunately it did not live up to my expectation.

As I said I would like to receive re-imbursement of the time we did not have telephone services for and also compensation for the loss of calls.
I also would like to terminate the services without incurring any cost.
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As bas as everybody else says they are!

They will lure you at first with cheap offers but don't expect your bills to stay that cheap. (mine has actually never been cheap ever!)

Each month it gets a bit more expensive. They tried to charge me £60 last month as they secretly subscribed me to their broadband talk I never use. I bet they did it to everyone else despite the fact hardly anybody uses that service.

A lot of things about their practices don't feel quite legal. I thought several times about going somewhere else but I read competitors reviews and they all seem just as bad. The only reason I'm still with them is because I don't want to go through the whole process of getting a new line & broadband installed if I'm going to get a similar rubbish service from another company.

I chose BT knowing they could be a bit more expensive because I thought higher cost = better quality service. Boy, was I wrong!
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bad-bad-bad

I joined on the 13th Feb and cancelled on the 13th of Feb I realised having been told too many times I shouldn't go with BT it made me nervous so I caved in.
AND...I'm glad I did, they took my money (£147) the same day, and when I requested the money back they lied each week telling me they had cancelled my account and my money would be with me in 5 working days... but that never happened.
I spoke to people in India that I couldn't understand so on the 5th week having chased my money I called again and spoke to an Irish girl who I told her NOT to put me through to India. She admitted that each person that had told me it was cancelled had lied to me, she did keep her word and on the 6th week I got my money back.... BUT that is not the end of it....
I just checked another bank account to find that BT have taken £115 from my account (1st April).. I was livid, I called them again I got India, couldn't understand what she was saying, but I got some of it, its been "cancelled" as that part hadn't been fully cancelled yet, even though this had been going on since the 13th Feb.
ITS A JOKE...
I hate this company and i'm someone that will stay with a company for many years if they do right by me, T-mobile 11 years, EDF 7- years... for me this was disgusting.
If you want bad customer service and to be lied to and to not be able to understand a word these people say, then BT is for you.
I wouldn't touch this company even someone tried to pay me.
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DO YOU WANT TO WAIT A COUPLE OF MONTHS WITHOUT SERVICE????!!

Absolutely disgusting service. Don't touch them. Left without broadband and a phone line for months. Customer Service is anything but. Have spoken to some lovely people but they never get back to me despite promises of " I will personally make sure that this is rectified as soon as possible". I've heard every excuse in the book.
I run a business and have lost my phone line and customers as they haven't been able to get through.
Another lost customer BT and this time I won't be coming back.
BT made 5 billion in profits last year and yet have come out the worst provider...............maybe you should invest in your customers and the service you are supposed to be providing.
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Absolutely horrible

Where do i begin first..??

Firstly they're a rip off. we've been paying nearly £60 a month now just for phone and broadband, (thought we'd be paying £30 when we got it) the broadband is half decent, but only as good as the next company (we were with Utility warehouse before which is just as good and much, much cheaper).

Secondly, we moved house halfway through the contract, my wife called to inform them of a change of address, fair enough, an engineer comes round to sort everything out, it's all hunky dorry. Phone up over something else, find out they've RESET THE CONTRACT, without even telling us. surely this is kind of illegal??

So, here i go calling up BT's dreadful customer service, which is without doubt the worst one I've ever experienced, the automated system is hopeless, it just takes you round in circles for ages. When you eventually do get through to somebody, you're just passed from pillar to post. i called up on Sunday, after being passed to the third department (none of which helped, the rude Scottish guy (REALLY wish i'd got his name) informed me "they're on a skeleton staff so mistakes are going to be made".

Firstly BT, you're a large company and must surely realize most of your customers work during the week and will be calling at the weekend!! Get more staff. you can afford it with the ridiculous prices you charge. secondly just because there's a skeleton staff working, doesn't mean that they can't sort out my problem instead of passing me through to 5 different departments(the same one twice), in at least 2 different countries. Fair dos to the last guy i spoke to though, in fairness , managed to finally sort things out, put in a complaint for me and get my contract reset to it's original timescale

To top things off, we're moving again, which coincides with the end of the contract, due to a mix up, we had a late payment. BT cut us off and have refused to reconnect due to the fact we're moving and cancelling the contract....well done BT, great customer service there.

Please, i beg of you, if you're reading this DO NOT USE BT.

Like so many other people have said on here, they don't care, they have a monopoly so can pretty much do as they please.

BT, if you read this, please feel free to send me an email and prove me wrong
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Breathtakingly bad

Unbelievably bad 'organisation'.
Website goes around in circles.
Phone them - wait for 30 minutes - get told to ring another department.
Phone other department - wait for 30 minutes - get patronised for a bit. Told that I will get a phone call back.
Wait for phone call.
It never comes.
Repeat process + bills arrive for immediate payment in the meantime. No clear invoices. Just says 'ongoing charges' and other vague nonsense.
Ring to ask about duplicated, extortionate, ambiguous invoices.
Wait 30 minutes - get told to ring another department.
Ring them - wait 20 minutes - get told to ring the first department or 'try the website'.
AD INFINITUM.
They are the lowest of the low. They are the monopoly holders and can do what they want. They only seem to know who I am when my names attached to an unpaid invoice.
F***king wa*kers. Pathetic excuse for a business. Just nasty. I wish some competition could creep in and I would be so interested in changing to another provider - but they've hooked me in to a 24 month contract now. I despise this company with every fabric of my being.
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BT stands for bloody terrible

I joined BT due to the fibre optic service being offered before any other provider & was locked into an annual contract. This has proven a huge error as they have billed me incorrectly for 5 consecutive months despite numerous complaints & assurances this would be resolved the following month. I had a line not working for a month that BT have blamed on an old extension wire within the phone socket & have now charged me £130 for despite the BT engineer installing the fibre optic not picking up on the potential for my line to be affected. I find the broadband drops frequently & as for the advertised line speed, what a joke, about 50% of that promised. They should be prosecuted for false advertising
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I need to rate them with No star at all

BT is the worse TM company I have ever seen in my life, the service in general is so bad, they rob the customer money without any service! the broadband is so slow, don't do a mistake and sign contract with them because that is mean you stuck at least a year until you are able to cancel your contract as they charge 250 or more cancellation fees, I strongly don't recommend it at all.
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Nasty, contemptible organisation. Worst customer service ever.

A company truly shows it colours when things go wrong - and in BT's case, it shows them up for the disorganised shower of cretins that they are. BT have provided my phone and internet for years, and I've suffered only minor problems. I've managed to move house several times with no hassle involved. That all changed when I moved to my current house in March this year.
Notifying BT of my move a month in advance, I was disappointed to discover that the new place required an engineer's visit. Not a problem - I've had this happen before and things went smoothly. On this occasion, however, I was informed that I would have to wait a week after moving before the engineer's visit. Now I spend a lot of time working from home, so this was an inconvenience for me, but not the end of the world. After all, a week is nothing, really.
So I manage to survive a week without phone or internet at home. I wait patiently at home on my scheduled activation day - "between 1pm and 6pm" it said. Fine, as long as they turn up. I only really started becoming concerned at 5pm when my partner returned home from work, wanting to know where BT were. I decided to wait until 6pm before calling BT - not easy when you haven't got a phone line, and the mobile signal is poor.
BT have not covered themselves in glory up to this point - the engineer has failed to turn up at the scheduled time, and I've received absolutely no communication to explain why. It's at times like this when you want to be able to call a help line and go straight through (more or less) to a intelligent and intelligble customer service rep. Instead, BT decided in their wisdom to offer us a computerised, voice activated service that would fail to make the cut as a McDonalds drive through assistant.
After this stage, it's quite literally pot luck whether you get through to the right person or not. The rep that I eventually spoke to could do nothing to assist me, at a few minutes past six in the evening, other than say “they sometimes turn up late. Please wait a bit longer”. Common sense would dictate that BT would have direct access to their engineers, but if you buy the line from the horse's mouth, it's all down to their engineers being contractors. According to BT, this somehow means that they can't call someone up and ask them where the hell they are.
I eventually get a call at 6:20pm approx from the engineer – he says he's on his way, but that it's so dark he probably won't be able to do any work that evening. This is confirmed when he turns up. Now I may be naïve, but I would have thought it common courtesy at this point for BT to rearrange an appointment with me at the earliest opportunity. The engineer didn't do this – he's only a contractor, remember – no, I had to call BT the next day, and was informed that the next available slot was a week on Monday (this is Tuesday morning). It's a good job I work from home, but I can imagine the fury of people who have taken precious annual leave from work in order to be messed about like this.
I go another week without phone or internet. Again I wait during the scheduled time for the engineer to arrive. Again I hear absolutely nothing all day – it's as if the engineer was never actually booked in for me, in spite of what it said on “my BT” and all the confirmation emails and texts I received. I'm apoplectic with rage at this point. I calm myself and face the trial by insult to intelligence that is BT's automated customer service system. Somehow, after having spoken to UK based service reps for the last week, I get routed through to some poor schmuck in India who has probably little idea of what reprobates he is working for. After repeating myself several times, he finally seems to understand – I'm put on hold, and then he comes back with an olive branch offer of ten, yes ten, pounds compensation, and the chance to waste another day waiting in for a non-existent engineer in two week's time.
Now bear in mind that, through this whole charade, I've already paid BT £141 up front for line rental, and they have rather brazenly debited money from my account for the broadband that hasn't been installed at my house. They're asking me to wait almost until the end of the month and they're offering a tenner. They might as well have offered me a wet fish with which to slap myself in the face.
To make a long story short, I protested in the strongest terms, but deep down I realised that it was futile. BT know that it is futile, which is why they get away with treating people like this time after time. It's not straightforward to switch telecoms provider, especially due to the contracts they manage to snare you with. For some unlucky people, they can't get cable in their area and are forced to at least get a BT line. I can only hope that enough people wise up to BT and the contempt they have for their customers. My case is not an isolated one by any stretch of the imagination. It's quite appalling that BT are not being made to pay for this, although it's surely only a matter of time. You can only hack off so many people for so long. The irony for me is that, until a month ago, I was a content, if not happy, BT customer. I was considering buying more of their products – BT Youview and Infinity. That's not going to happen now, even if it means that I have to pay more elsewhere. BT, you will never, ever get another penny from me that I am not contractually obliged to pay. When my contract expires, I will cease all custom with you until my dying day. You are a classic example of what is wrong with modern Britain – a privatised, bureacratic, bloated monstrosity that will always be one step behind the times in every conceivable way.
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awful service

I ordered bt infinity and was told it would be installed on the 12th march. Sure enough the engineer turned up and informed me it could not be inatalled in my lounge as it would interfere with my tv ariels (lies) subsequently he fitted it in our spare bedroom which we werent happy about but accepted. Anyway to
cut a long story short after numerous
calls to an Indian call centre who
incidently couldn't give a dam on the
29th of march (today) and four
engineers visits soon to be 5 by wednesday it still isnt working although bt have taken 60 pounds out of our bank
account for the privilege of a complete
headache and the most rubbush service I have ever come accross
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Rubbish and a rip off!!

Have jumped ship to Virgin finally after 3 years of poor service and broadband which drops out randomly and frequently. Have received a letter today saying that I am liable to a £30 charge because I am moving to a non BT line provider for my broadband.... for God's sake. The explanation was that the BT engineer has to disconnect at the Open Reach box. So what in God's name has that got to do with me???!!!?!?!?! If you'd done your job properly I wouldn't be moving in the first place. Anyway upshot is that I have cancelled my DD straightaway, and will not be paying anything other than my regular charges unless they prove to my that this was in the original T&Cs they sent me 3 years ago. What a joke!!

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