Btbroadband

Hi All,

I would strongly recommend that you avoid using BT as your ISP. I considered them due to their reputation, however I chose to adopt their full fibre package 900.

They confirmed my installation date to be on the 24/8/2020 which was put in place on 30 July 2020.

Please note due to the new commitment I cancelled my existing contract with my current ISP.

After constantly sending me reminders of my appointment the engineer did not turn up on the day of the installation and did not bother to notify me. So after waiting 1 hour on a call queue,

The customer services team informed me that due to a resource shortage they missed my appointment and apologized. This was then rescheduled for Wednesday 26 August (2 days after missing the appointment).
On the day I rang BT ahead of the appointment just to ensure that that the engineer was on track for my visit and found out that they engineer again could not make it due to resource constraint.

If I did not call them they would not have informed me again of not being able to make my appointment.

As for my experience BT has shown to be unprofessional and unreliable they are making commitments that they cannot realistically meet.

They have now left me without an internet connection since my current connection has been terminated and they have not turned up

I am speechless and would never have expected to be treated in this way.

Companies like BT are using COVID as an excuse to hide their incompetences as per encountered.

I would strongly suggest that you review the above prior to moving to BT as your ISP provider and please bear in mind their installation service is unreliable so factor this in to your termination date with your current ISP.

I hope this review can help you with your decision.

I got in touch with BT in January 2020 to change my address as I was moving home and I was in my 12 month out the 18 month contract I chose to take out with them, I spoke to them more than 20 days prior to moving to letting them know that I am moving and provided them the new addresss, I have asked several times to the customer services if my contract will remain the same and they said it will remain the same and they will only change my address. I got in touch with BT over two weeks to cancel my contract as my 18 month contract was running out end off this month, however they advised there will be a cancellation fee of 拢75.00 as they have renewed my contract back in January 2020 when I got in touch with them to change my address and they started a new 12 month contract without finishing my 18 month contract, the issue is that they never ever got in touch with me either by phone or via email to advise me my contract has changed. I am still waiting for a manager to get in touch with me to waive the cancellation fees as this UNLAWFUL without advising their customer. They dont even have any proof that they sent me any emails or a phone call with a new contract. I advised them about the consumer rights act which protects me as a customer and that they havent sent me any contracts and I havent agreed to anything from them. I have taken this further with the ombudsman and citizens advice. Do not take a contract out with BT unless you want to get into a contract without you knowing and them taking money from you

Extremely slow customer service. Not recommended or worth the money. Keep getting passed from person to person – no one is even bothered

Been with bt for four years and it鈥檚 a absolutely terrible service. When you go to customer services you get fobbed off, couldn鈥檛 wait for my contract to end to get another better provider. I don鈥檛 normally leave reviews but seriously if your thinking about getting bt broadband DONT DO IT! They will make you see out your contract and then even when your contract ends they charge you the 30 days notice just to rub salt in the wounds so you can pay that little bit longer for a terrible service you no longer even receive!!

I continue to have a nightmare with BT.

11 yrs ago I lived in a shared house where the broadband package was under a housemate鈥檚 name. When we went our separate ways, I called BT to have the account put in my name.

11 years later and I order a mobile phone with BT only to discover that they will not deliver it to me as the account holder name is still that of my housemate despite my having moved twice without issue and taken out two new contracts with BT.

I spent a total of 2 and a half hours on the phone with them over two days. Eventually, they said they would close the existing account and set up a new on in my name. Low and behold, I receive my first bill and it is in the name of my housemay still! Not only that, but now I am being chased by email for 拢500 for the cancellation of the other service. I feel that I am going to have to resolve this through the courts as I will not have their rank incompetence affect my credit rating or that of a housemate that I have not spoken to in a decade.

The customer service is absolutely shocking, they have supposedly had 4 engineers out to fix a fault which has been going on for over a week now. They never call you back, every time you phone in they haven't got notes to know what is going on, don't bother with anything but the basic package as your internet speed will never hit over 30mbps. Just look at the string of 1 star reviews and the company doesn't even respond. Much like there customer services.

They were supposed to connect us,on June 2nd. It didn't happen. Rang,and were told that we were stuck in open reaches system. A week later, more excuses. Well,they didn't even have a reason. Pillar to post,long story short,they never connected us,so almost 4 weeks without internet. Finally connected with ee,ran like clock work. Forced to cancel. Very disappointed. I mean,it's their line,what's the problem?

We had slow internet speeds and called the support number. The first rep was more interested in selling us a better package to speed up our internet rather than look into seeing if there was a problem.

I asked to speak to a technician and I had to ask multiple times before the rep put me through to the fault team. The next rep on the fault team provided a much better experience. Though the problem wasn't fixed, I felt more confident in their help.

Despite the efforts of the second rep, I am inclined to give a lesser rating as I do not appreciate the practise of trying to sell a better package to me rather than fixing my problem.

I placed an order for BT fibre 1 & line on 15th June to be installed on 13th July as I had time booked off work. A week later BT said they could do it earlier. As my husband had been furloughed, I rescheduled for 26th June. At 08:00am on 26/6 an Openreach engineer turned up and fitted a new master socket and prepped everything. Unfortunately, they now needed to send another engineer with lifting gear to connected the underground cables. I rang BT on Saturday and was told (by a very helpful chap) that if they couldn't get out that day, it would be the next working day (Mon). On Monday am, said engineer turned up and completed the job. Everything has worked fine and I've just had my first bill, which was spot on. So, no complaints from me. Makes me wonder how many 'reviews' might be submitted by people from other providers…..

All through the contract the service was good. But that's were it ends. When my contract was about to finish, I rang BT to see if they had a better or equal deal, they told me, they were only doing 24 months contracts. 18 months was my last contract and that was long enough for me, so I declined after several calls telling me they could reduce the cost and trying to get me to agree. I didn't . So what they said was that I had to give them 30 days notice to cancel even though they had the date of the contract finishing. They have charged me extra and included additional days to which I did not use the broadband and because I have not paid, have sent this amount to a debt recovery agency.
YOU SHOULD BE SQUIRMING YOU MAGGOTS.

Out of the blue I received an email stating that I was being upgraded. I never requested the upgrade, nor do I want it. And I don't want a new hub either. Customer service don't bother responding, so emails to the CEO are the only course of action. Definitely in the Premier League of grotesquely incompetent British companies.

So we switched from Virgin Media to BT. The package we have is not cheap, 拢120 a month. We are on Fibre (FTTC) and although we do have a few devices connected to WiFi it is constantly dropping and lagging. The TV package is pretty rubbish, we was paying for Freeview telly for a month as we never got anything we was paying for eg. Sky cinema, movie channels, Disney etc. Nobody was clear promised call back from tech team, it鈥檚 been 4 months. No contact my parents ended up giving up, we now have all the channels we are paying for APART from music channels. Also you can鈥檛 watch YouTube on BT so have to use a smart telly. I work for Origin broadband tech team, so I know all the technical things luckily to sort the WIFI out myself. We was promised that we will get WIFI in every room of the house which is why we switched, I have tried the router in every place possible of course eliminating environment factors and it still hardly reaches upstairs! I must say the customer service is Great and they are always very clear and helpful. We are also paying for a second box, which didn鈥檛 turn up and apparently instead it鈥檚 some stick you put into a smart TV if we knew this we wouldn鈥檛 have paid for it as we don鈥檛 have a smart TV for it! So many better broadband options out there and cheaper and they are all from the same lines and same telecoms so don鈥檛 be roped into false promises!

Pure incompetence. This was easily the worst customer service experience i have ever had, after spending hours upon hours on the phone and being put through to wrong departments constantly by people who clearly just didn't want to deal with my problem professionally and would rather pass me on to someone else who is just as poor at their job, i am still without wifi and still paying for it. It has been 4 weeks since i moved into my new property and i still don't have proper wifi. After the first 3 days of dealing with people, it was then brought to my attention that i was a halo customer and shouldn't be without wifi (i had been for over a week). I was sent a 4g hub, which I have been using however it gives off very little strength and not enough for what i need. I run a business from home and honestly, BT has affected my business (and mental wellbeing) more than the current coronavirus situation. Not only that, the icing on the cake is that even though i have not got full working wifi and THE ISSUE IS STILL NOT FIXED you have still managed to charge me 拢40 for internet i have not had. I don't even have the strength to ring back and get it refunded as speaking to your staff ruins my day and raises my stress levels every single time and its simply not worth it. Banging your head against a wall is a more efficient use of my time than dealing with BT. Your staff constantly promise to ring me back and don't, they constantly pass me through to people without telling them who i am or why, and they constantly mis-inform me of the current situation / status of my issue. The only thing they don't do is their job.

Just wanted to say how pleased we are with our fast Fibre Broadband. Get exactly what we pay for. We have been elsewhere but returned to see if you could better our old suppliers and fortunately you can and do.
Thanks

I am in financial difficulties and asked BT if there was anything they can do to cut my bills.

Answer: No you are in contract and if you cancel you will have to pay a penalty.

Thanks BT.

The experience hasn't been entirely without negative incident, but issues are quickly resolved by a competent and attentive customer service department, faults are apologised for and compensated, and communication is clear and prompt.

The only real problem is the 5 miles of copper between my home and the nearest cabinet..but I live in rural Scotland so I can't really fault BT for that lol.

What great service, got great package deal, just up and running today, very easy and they kept in touch all the way from start to finish. I couldn鈥檛 ask for better service and great offer. Thank you so much

I was considering changing from BT as their prices can be beaten with other providers. However, when looking at reviews for other providers on Trust Pilot, I notice they all are given equally bad reviews. So, I have decided to stick with BT as they provide ME with a reliable and good service. (Despite problems a few years back). Overall, they are responsive and fix problems as they arise. So take all those bad reviews with a pinch of salt.

Utterly dreadful.

I joined quite some time back – and although the price was higher than most, it was offset by (IIRC) a 拢175 cash-back card.

I enquired when the card would be issued and was told it would be after I had made regular payments for X months (cannot recall how many). I asked what I would need to do and was told the card would sent automatically once I had made (whatever) number of timely payments.

After some time had passed with a perfect payment record (direct debit), I enquired where my card was.

I was told I had left it too long to claim – and therefore was not entitled to it. NOW apparently I was supposed to have requested it – TOTALLY contrary to what the teledroid had told me when I first enquired.

I raised a complaint – which after a couple of months they wrote to me apologised for the delay and said they would contact me shortly.

After a few more months they wrote to tell me that the complaint had been closed as a result of our last conversation (or words to that effect). There had been no conversation.

I opened another complaint, chasing the previous complaint and also the missing 拢175. A long time later and a letter explaining that things were taking longer than usual (again) and a letter would follow shortly.

I changed broadband supplier – but still wanted to resolve the missing 拢175. Today they have closed the complaint again. VOL013-389296860398.

I cannot think of how a company could behave so unethically as to cheat someone out of a cashback offer and then keep closing the complaint procedure without even a HINT of an explanation.

I have selected to move both Broadband and Telephone on the 16th of December – but BT have told me they will not cancel services as they think on ly the line is being transferred. Spoken to the new provider who advises me that "they do that unfortunately" and I now have two companies, both telling me the other is the only one that can solve it.

Utterly dreadful service and now going to refer entire case to Ombudsman.

Yep, it is really bad. I have given 2 stars because AS LONG AS IT IS WORKING it is a decent service, However, be prepared to be dragged through hell if something is going wrong. 2 stars also for the nice indian guy at the end of the phoneline. It took him to book an engineer visit for over 45 minutes, but understanding the protocols BT forcing him to follow during these phonecalls I rather feel for him.

This company dont even deserve a star. I've had bt broadband for about just a year and I've had trouble with it always. But this week the was sending an engineer out on tuesday afternoon so I took a day off work to be there but the engineer was a no show and lost a days pay for it. so I phoned them up and after trying to tell them I cant afford to miss time and have a no show again I couldn't really do it, but the said they give me 拢25 for the inconvenience so I thought ok try again so book him to come on friday afternoon. booked half a day off this time and guess what another no show. So phoned them again spent over an hour on the phone arguing the said they would give me 拢50 for this time which now doesnt come what I have lost and I've been give there word now he is coming monday morning. if he doesnt I can cancel my contract surely I should be able to cancel now it's really taking the Micky this company. soon as I can leave the better and in going to look further into this cause they have cost me

BT have disconnected our internet without any prior warning.

They first contacted us on 10/10/2019 and explained there was an outstanding "reconnection" charge that would need to be paid. We questioned what this was for as none of our services had been disconnected. We then requested to appeal the payment and were transferred to another member of BT staff. From here, we were abruptly cut off and unable to make any further contact regarding the issue. (We were not told that the internet would be cut off without payment)

On 11/10/19 we woke up to no internet.
I called in the evening after work, to be told by a representative that originally it was our phone service that had been disconnected (which we don't use) and that there was now also a reconnection charge for the internet too. He had said that someone had apparently attempted to let us know of our "late payment" via phone… which was also disconnected…

After attempting to explain that we hadn't received any notification of their intent to withdraw our services, we eventually got to the point where the gentlemen said it "doesn't matter" and that there was no grounds to appeal anything. I then asked to speak to his manager.

After being placed on hold for a further 10 minutes, the same representative came back on the line, only to inform us that he had spoken to his manager who had also agreed that it "made no difference" and there was "no reason" to appeal the charges.

I then said "Is your manager going to come and speak to us?" to which he replied "well… they're all kinda doing something."

At this point we gave up.
Disgusted that someone couldn't even send a letter.
Disgusted that a manager couldn't take the time to speak to us.
Still cut off.
Still in "debt"

Finding a different provider…

BT has fallen very far in terms of resolving issues with broadband!!

Firstly I had to wait 6 days ( 5 working days ) for an engineer to attend, only to find out that this was an engineer who only deals with internal issues. I find this strange as we had already established this was not an internal ( forgive me as I know how to reboot a modem!! ). The second issue I have is that the repairs to potential broadband issues are two stage ( something I was not made aware of ).

Stage 1: internal engineer called to check for internal issues ( 5 days to arrive )

Stage 2: if internal engineer does not find issues then an engineer that can check check both internal and external issues from Openreach will be called. ( 4 days to arrive )

In my case this is will mean being without broadband for 9 days, which is clearly unacceptable.

More unacceptable is that engineers that attend to resolve issues cannot solve internal and external issues at the same time.

In the past when I have had issues an Openreach engineer has always resolved the issue, I fear with this two stage repair process the future is very bleak for BT in terms of solving issues.

To add to this the escalation process in BT is ridiculous, I can only speak to a manager once the issue has been resolved. To me this is illogical as the time you would wish most to speak to manager would be when the issues are still live to gain support for a quicker resolution. Despite all these issues I have not been offered a mini hub to give me some broadband access even though I pay over 拢50 monthly for BT Infinity 2 service.

To add some balance, I would say the BT infinity 2 is quite reliable when it works , but be wary if you have any issues!

No major issues for me

Have had a couple of experiences with BT. First was at my former property where I was paying top price for broadband and only receiving around 5mbps. Nothing could be sorted over the phone even though my friend was able to get better speeds over the phone (think they later started dropping the speed for him). We decided to obviously switch after trying fir a couple of months to sort it. Said they would sort it, nothing gets done, etc…

Second experience was at my new property. We phoned BT to get broadband and were offered speeds of 1mbps… apparently some houses in the area have full speeds and others are offered 1mbps awaiting upgrade when more lines are put in for the amount of traffic. I believe some of my neighbours have been waiting a few years… we鈥檝e actually gone with a 4G router, not as stable as broadband but much better than 1mbps.