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BT Complaints - Submit Your's!
BT Broadband and Telephone Customer Service Complaints
So many of you have experienced terrible customer service from BT including myself which is why I have set this page up. I have now received literally hundreds of BT complaints and the list grows day by day (scroll to bottom of page to view all complaints)
This page is for all of you who have experienced problems with BT and want to make a BT complaint.
Also take a look at my BT Complaint blog if you haven't already as it includes useful BT news, tips and advice. Thie website includes cheap broadband and phone alternatives.
Please submit you BT Complaint below (scroll to bottom of the page). The list is growing ever longer so you may have to scroll for a while! This just shows you are not alone in your fight with British Telecom.
The more complaints we have...the more weight we have against them. They should not be able to get away with their service they are providing to the UK. Your responses will be collated and put into a report which will be sent to all the necessary people including BT Customer Service for actions.
July 2011 Update
Thanks to everyone so far who has submitted a BT complaint on this webpage.
All complaints received below will go into the report and sent to BT for a response, along with Ofcom and Watchdog. The response, if and when received from BT will be posted on this page. Thanks again for all your complaints so far. Fantastic response.
We also have a BT Complaints blog which you maybe interested in looking at which details hundreds of BT complaints and also hints and tips on how to get your complaint resolved.
We want BT to make drastic changes to the way their business in run and to improve the services across the board to us, the customers. Hopefully the report will go some way to achieving this.
29 November 2007 - BT Voted Number 1 for Customer Service!!!!
To mine and i'm sure all of you out there who have had to deal with BT and make a BT Complaint in 2007, to my disbelief I have just read that BT has claimed the title of ‘Best Customer Care’ at this year’s World Communication Awards in London!!! What a joke!
In addition to winning ‘Best Customer Care’, BT also won The Convergence Award for 21CN, and was Highly Commended for ‘Best Global Operator’. Is this some kind of Joke?
Who ever gave this award out needs to read the below complaints which i'm sure are just a small selection of BT users with problems.
November 2007 - BT customer's YouTube complaint
A BT customer had a letter of apology and a refund after he resorted to putting a video of his complaints on YouTube. This news item is priceless and was published on BBC website on 23rd Nov 2007.
Warwick resident Patrick Askins' troubles began when an extra £90 was added to his phone bill. After six months of calling the company the problem was not resolved so he decided to give up and pay, but put a video recording his despair on YouTube.
Shortly afterwards the company apologised and refunded his bill. He said: "After six months my son said, 'Dad, you have done everything you can'. "So I phoned them up and told them I was giving in and paying the money."
But, he told them of a message he was leaving on the YouTube site. The message said: "I have been a loyal BT customer for over 30 years and I don't find my experience a good example of BT demonstrating they are straightforward, trustworthy and helpful."
That was two weeks ago. Shortly afterwards he got a letter refunding all his costs and offering an apology. He said: "All I wanted was an explanation and, in my case, confirmation I had paid my bill."
A spokesman for BT said the company was in the process of resolving the situation before the YouTube clip was posted. "However, we apologise for not concluding our investigations into Mr Askins' enquiry more quickly."
October 2007 - BT heads complaints list
No suprises here as BT beats Virgin Media and British Gas to worst spot for complaints during the month of October 2007. Shall we expect the same results for the coming months as well? That answer from the evidence below is a most definite yes.
Which? Legal Service dealt with more complaints about BT in October than any other company.
Which? lawyers handled 61 calls from people complaining about BT with complaints ranging from collection and billing problems to complaints about customer service. Which? has contacted BT and I will publish its response once they have received it.
August 2007 - British Telecom puts woman on hold for 20 hours
A BT customer was left hanging on the phone for a total of 20 hours, The Times newspaper reported on 18th August 2007.
Hannah King (aged 51) called a the BT helpline after a BT engineer failed to turn up to install a telephone line at her new flat. For a total of 8 hours in a row with BT, enduring the sound of piped music, Hannah gave up and tried again the next day waiting for another 8 hours before putting the phone down!
The following day, she spent a further 4 hours on hold before hanging up. The total time Hannah wasted on the phone to BT amounted to almost 1 day.
Hannah said “I was so frustrated and angry I broke down in tears,” she told The Times.
"It is a helpline for goodness' sake, surely a company as big as BT can answer their phones.”
Feb 2007 - BT Release 10 Strangest Customer Calls
In February 2007, BT released a list of the 10 strangest calls its Home IT Advisors have received since the service was set up in March 2006.
One caller wanted to know how to get around the password his son had set on his PC. Having previously been grounded by his father, the 14-year old lad refused to tell him the password.
Another caller expressed concern that spyware on his PC meant that he could be seen getting dressed through the monitor.
And a caller who was embarrassed by the pop-ups that were appearing on his PC didn't want his wife to see them, but did want to know how he could get the pop-ups back once his wife had gone out again.
Anthony Vollmer, head of home IT propositions at BT, said: “Some of the calls we get from customers have certainly raised a smile.
“People are used to having IT support at work – why shouldn't they get the same level of service when at home? With the average amount of computers per household approaching two, there are always going to be people seeking help.”
Very nice of BT to release these details but I look forward to them reading all the BT Complaints listed below of how truly awful their service actually is.