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BT Complaints - Submit Your's!

Updated on March 7, 2013

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.

YouTube Man Takes On BT And Wins


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    • profile image

      Steve White 

      5 years ago

      My mother in laws telephone line has been un serviceable for 10 days along with the 50 plus other residents that live in warden controlled accommodation in Oakley N Beds. Despite by saying the fault would be corrected in two days. These are vulnerable elderly people who have emergency alarms operating via the phone line and rely on the telephone service in many ways. There has been no contact, no estimate of repair time and no talk of rebate, compensation, nothing. Much like bt,s non existent customer service, disgusting. Where is the industry watch dog when crap service like this is occurring.

    • profile image

      gary wilson 

      5 years ago

      hi, i can't get BT Sport in my area at the moment, can you tell me when i will be able to, if it isn't before the new football season, then i am affraid i will have to move over to SKY for my TV, Internet etc. Can you reply to this EMail asap, to enable me to make the nessasary changes,i need to.

      kind regards Gary Wilson

    • profile image


      6 years ago

      I had to take two days off work to get my broadband installed when the 'engineer' didn't turn up the first time. Absolutely fuming and I probably spent well over two hours on the phone to them getting nowhere. Does anyone know if the number on this site gets you through any quicker?

    • profile image


      7 years ago

      Hi everyone!

      I realise this is an old article but you never know. I am working on a channel 4 series all about the lovely topic of customer service called 'Serving the Nation' (working title).

      We are currently on the look out for people with ongoing or outstanding complaints with the large corporations of the UK. If you think you have something you think we could follow or know anyone who does please drop us an email: or drop us a line on twitter: @ukcomplainers

      A great chance to get your opinions and experiences heard. This will; be broadcast in the spring in 2014.



    • profile image


      7 years ago

      i have had nothing but trouble with bt i am at the end of my tether. and am considering taking legal action as i feel that they have broken many parts of consumer law in this country,they are the worst company to deal with,and i will not be renewing with them

    • profile image


      7 years ago

      bt treat customers with the lowest regard,they exploit and mistreat people. I have had an intermittent fault for over a year and have had to complain continuously - over 50 emails and many many hours on the phone to call centres in India to get it fixed.Repeatedly being hung up on.It has been excruciating :15 engineers,I have felt so furious the frustration caused so much unnecessary distress wasting so much time.I despise them and their completely contemptuous attitude.

      I wish I had left straight away or never started with Bt at all. I couldn't decide who to go to ,(probably due to post traumatic stress).

      I have now had my line blocked.

      I called Bt and attempted to clarify,SEVEN or EIGHT times over a period of 3 1/2 hours.I was given contradictory information , I have been told

      1)a credit has and has not been applied to my bill,due to over charges.

      2) my line has been and has not been restricted

      3) there is a fault on my line and there is not a fault.

      4) my direct debit payment has been taken and that it has not been taken.

      I couldn't contact my bank because the phone wasn't working. I have previously notified Bt that I do not have a mobile phone,

      I then spent two hours in a public phone finding the right dept and then trying to reason with a robotic individual,who would not discuss the situation.She just demanded payment,the accuracy of the amount was of no interest to her. She refused to let me speak to anyone else and said I would have to make a separate complaint and refused to lift the barr even to a restricted level,so that I could make the complaint at home. Unscrupulous and mean spirited

      I seem to have had my line blocked l because they didn't get a direct debit payment on the same day.

      I was unable to discuss my bill queries before having my services cut, without warning..

      I will complain and demand to be compensated and refunded for this breach of their Code of Practice. As all my emails are usually ignored,I will have to go directly to Ombudsman ,no doubt joining the long queue.

    • profile image


      7 years ago


      I'm seriously fed up with BT. They lied to me, they stolen my money and now they 'lost any record' about it.

      I am thinking about a law suit. Would anyone join me?

      My mail:

    • profile image

      Rural telephone user 

      8 years ago

      Sue them - it's the only language they understand?! I shall shortly unless the CEO responds more helpfully than anyone in Openreach has done.

      I ordered two lines for a new self build house in April 2012. Now in late January 2013 although the lines are working the broadband sometimes disconnects 25 times/day and the installation of the cables at the pole in my garden is shoddy.

      The problem is not the monopoly in rural areas, more the useless regulator. OFCOM doesn't believe in regulation, hence BT is free to carry on in the same incompetent way. Most people use another provider for telephone calls and broadband but the inefficiency of BT is still hidden away. They own the archaic copper wire infrastructure and are determined to make us pay for it even though it was almost given away at the time of privatisation.

      Unlike telecoms., tap water is supplied by regulated monopolies, with price control by OFWAT and that works somewhat better. Indeed my water and sewerage bill is significantly lower than my telecoms. line rental and broadband. It takes a lot more work purifying water, pumping it around and removing the stormwater and sewage from a house than it does just to feed a cable into it and maintain the PCs in the local exchange.

    • profile image

      Rural telephone user 

      8 years ago

      Good to see others expressing their frustration and even anger . BT hasn't improved one jot since it was privatised in 1984. Most of the improvements in service since then are due to technology improving which would have happened anyway.

      Now that the system has 10s or 100s of separate telecoms providers it is even worse. BT Openreach hides its inefficiency behind the telecoms provider.

      20 years ago BT was several days late installing a business line and it was at least possible to complain directly.

      In 2012, BT was six months late installing two phone lines and the cable installation at the pole is still in a mess and could be damaged by a high wind. The telecoms provider which is very good has tried to get BT to see sense but has I think given up. They would have been dealing with Openreach at Bedford.

      I plan to write to the CEO or MD at Head Office. The BT middle management at its other addresses seems unable to appreciate how angry consumers get at this level of service. If that achieves nothing then I shall consider suing them under well-established UK consumer law in the County Court for not acting with reasonable competence.

    • profile image


      8 years ago

      how to retrieve my account?, BT say 1) it has never existed and 2) when I create another account with the details of my non existing one it says the details already belong to someone- Yeah ME!!!!!!

    • profile image

      Simon Butler 

      8 years ago

      I moved both my Broadband and Phone service across to Sky at the end of November 2011 so I had all my services in one place and to make life simpler :-)

      All seemed to go smoothly until I got another bill from BT for charges in advance. When I called to sort it out they said I had only moved my broadband service to Sky, even though i've been paying Sky (since Nov 2011 for rental and call charges and my BT usage has been zero).

      After 2 calls to members of their 'customer service' team who I struggled to hear on a very faint line, never mind understand, and then two very lengthy calls to some very helpful chaps who looked into my issue in depth and apologised, confirmed BT failed to cancel my phone account at the end of Nov 11 and that I would receive a credit note and all would be sorted (happy days), I am still receiving bills from BT!!! It's like banging your head against a brick wall.

      Now after another lengthy call at my expense (having just received a 'final bill' which is made up of my last bill for services I never had, minus a refund for any advance charges for services BT do not provide me with!) they say my phone line wasn't cancelled until the end of June this year. Well yes that's kind of true in that my last call to sort this mess out was at the end of June when they obviously put a cancellation request on my account (which they should have done back in Nov 11). But that's what their computer says - so apparently the charges stand. WHAT AN ABSOLUTE SHAMBLES!!!!!

      Not sure what avenue to go down next....but I will get this sorted. It's very tempting to just pay the £36 of their 'Final Bill' and hope the problem goes away (although I wouldn't be surprised to then get another bill from them!), but how many more customers out there are caving in to their utter incompetance? and making them even bigger profits.

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      Shadow Smurf 

      8 years ago

      BT are the worst customer service broadband provider ever I live in a small village called Gilfach Goch BT has managed to decimate everyone's Broadband service here with a area wide fault. They have killed off most people's connections completely and the few of us left have less than half speed. This all started over a month ago now I have had it confirmed from the CEO of BT Ian Livingston that they are aware of the fault but they are not willing to fix it. I have had rude responses from Mr Livingston when I asked about the date for fixing the lines and if I could cancel my service. His email address is as follows for anyone who needs to contact him ( please note this is a corporate email address easily available if you look for it. BT have also refused to actually confirm this as a fault even as they have just signed a multi Million Pound Tax payers funded deal with the Welsh assembly (ie your money) knowing full well what they have done in this area and they are trying to keep it quiet as they can not support the ordinary customers infrastructure why should BT get a load of tax payers money for nothing. They are also now trying to avoid two welsh assembly members who are getting nowhere with BT as well so this company's contempt and arrogance towards it's customers is plain for all to see I would advise anyone against signing up to BT Broadband as they are just a rogue company.

    • profile image


      8 years ago

      I am a pensioner. Signed up 6 months ago to BT for BB and Phone. Calls and BB paid for in package so no extra charges. They said pay £36.50 per month. I did without fail. Then they start adding charges that no-one can relate to on top recently and am in dept to them for £85.00 and accumulating each month. No answers, so decided to cancel account and go with sky for BB and phone at £27.00 pm all paid for within that.

      Bt now wants £358.07 cancellation charge.

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      michael mcleish 

      8 years ago

      i was a customer of BT and was so for several months. The service was so terrible i candled and received a cancellation bill after much arguments on how could they justify such a large bill i was offered a settlement figure of £269 as annoyed as i was, this was lower than the original amount so i paid it now that was in early 2009 carried on from 2008 i have just revived letters from a collection agency on behalf of BT looking for £4014 what a bloooody joike!!! they have no record of any payment and as i have changed my bank account since then the bank tell me its unlikely they will be able to go back that far on a closed account what am i to do about this ?? just lump it and pay them again Riiiipppp Offfff!!!! its mistakes like this that bring this great country to its knees ripping off British citizens the cost of living is so high right now how do they think one is meant to pay more to them because of there mistakes ?? terrible!!

    • profile image

      Linda Park 

      8 years ago

      Well I never! I know now why this country is down the tubes . We put up with an atrociously bad isp such as Bt. Today is the Jubilee sail down the Thames . Can I get any Picture action from my PC or sound no I have not enough band to cover it Why? because Bt has seen fit to cap it. Get a life people out there and force politicians and their watchdogs etc. to get off there fat bottoms and stop these inadequite people from continuing in business

    • profile image

      jason freathy 

      8 years ago

      to ian.livingston

      I had bt 8 years agoi had it cancelled,have noticed today then 1/6/12 at 12.00 that a line is running from my property into the house next door

      this means some one from your company was on my property without my permission running a phone line from my house to the house next door this is unacceptable each house should have its own line.

      is this a normal practice to run a line from someone elses property ?

      i expect an explanation as to why this was done from my property and not a new line and box directly onto the wall of the property next door the bt line is about 3 foot on my side of the boundry.there is a bt manhole directly outside the propert so this would have been no problem for a new line and box to the next door property.

      lazy lazy lazy

      i expect a explanation as to why they were on my property without my consent nor permission.

    • profile image

      Joe Hollands 

      8 years ago

      Our phone stopped working on the 1st of May,we hear it ring but we cannot pick it up? I tried to call them on my mobile, used all my credit before I'd gotten to the point of talking to anyone, due to the self advertising crap they make you listen to... I have emailed every other day since then, a phone call on the 5th to say it would be fixed the following Thursday... Thursday came and went.... More emails, 1 reply so far... Got a call yesterday from a lovely indian lady to say an engineer would be round today at 5pm... We are still waiting, it's almost 8pm now.... I have sent them an email asking for a manager to call my Husband as soon as possible to discuss customer care and the termination of our contract... They are saying we have to pay £90 if the fault can be proven to be in our home... That's shocking considering the amount they charge a month just for having the line!!! I am disgusted, what if we where elderly, and had no mobile, no computer, we'd be stuck!!! We pay without fail usually on time, but they get their cash... I do not expect to be treated this way by anyone, least of all a company that we all pay for!!!

    • profile image

      Tim McLeod - The Clegg Group Ltd 

      8 years ago

      We're a national construction company and have had MASSIVE issues with BT over the past 3-5 years (since the BT/Openreach split).

      We've seen average line installation times rocket from approx 20 days (in 2007) to around 90 days on average.

      We've seen instances where installs have faced significant delays due to BT sending out unqualified engineers. We've seen engineers turn up to site to complete installations and leave straight away pre-install tasks haven't been completed. They then log the visit as "unable to access site" so we get the blame.

      We've had instances where engineers have turned up at our office to install lines we haven't ordered. We've had engineers turn up at the wrong sites.

      We were threatened with disconnections last year as BT had record of £11,000 of unpaid invoices on our account. After searching through their records we discovered that all but £1000 of those were invoices for lines we had BT disconnect over 12 months before. The remainin £1000 were invoices we had never received... we then had to pay £4 per invoice for the privilage of being sent them again.

      We've had cases where orders for lines have been "auto cancelled" due to "lack of activity on the BT system" for 30 days. The lack of activity being down to the fact that engineers were booked for a visit longer than 30 days into the future.

      99% of the problems we experience with BT can be attributed to poor communication within the disparate divisions of BT. They're simply too big and too fragmented. The fact that as a customer I cannot directly contact the engineerings who are attending my site (OpenReach) is outrageous..... We have to rely on BT & Openreach communicating efficiently which simply doesn't happen.

      We now have a company wide policy to only do business with BT where there is ABSOLUTELY no other option. If we had the choice of going to another service provider we would have done so long ago.

      Come on BT!!! You've got the country on its knees! Sort your selves out!

    • profile image

      VAL L. 

      8 years ago


    • profile image

      trevor howard 

      8 years ago

      bt hve bean overcharghing my company for the larst 3 and half years the total amount is around 4000 pounds i have writen to bt i have rang bt no resonse so im taking them to county court ill let you know whats hapning

    • profile image


      8 years ago

      Donna, why didnt you check the account number first before paying it?

    • profile image

      I hate BT 

      8 years ago

      Bottom line:

      The only way they will ever "think" about changing the way they do business, is if their customers leave them.

      No amount of complaints seem to change anything.

      They know all to well, how totally useless they are - they just don't care - stop giving them your hard earned money - it may be a drop in the ocean but at least you wont be funding the crimes they commit.

      And if any indivdidual did what BT do - they would be classed as crimes!




      4.False Advertising

      5.Broken Contracts


      7.Bully Tactics

      8.Threatening Behaviour

      All illegal and all seemingly overlooked - where is the justice!

    • profile image

      BT Despiser 

      8 years ago

      6 months ago I moved offices.

      Leaving Virgin Cable Broadband and being left with my only option - BT.

      Things go wrong - that is life, we accept it, it hurts but we move on as best we can.

      However BT have made me near suicidal!

      Never in my life have I experienced such lousy service, and lousy support - nothing I have ever paid for and even things I got for free has ever been so undervalued as BT.

      So after 6 months of such unreliable hell - I needed to vent, so I here I am expressing my feelings towards what can only be described as the most imcompetent, unreliable, careless, inconsiderate, disgustingly ignorant & pathetic excuse for a business BT really is.

      But worse than all that, the most amazing thing is - they never went bust years ago!

      Totally astounding, that it still exists in the world as a going business - Despite the untold miserable and unhappy customers and the untold posts on the web that loath BT as much as I do.

      Can so many people really have no choice than to have BT?

      If BT were a new invetion it would be the sinclair C5 - interesting, slightly quirky but a fad and a TOTAL failure! At least Clive knew when to give up on a bad idea!

      If BT were a human they would be sentenced to life for the crimes they have commited against paying customers and the sheer misery they have given people!

      So my message to whoever has the control of BT and is answerable to such a disgusting service - I hope you choke on your millions and you rot in hell! You are as low as scum and yes, take it personally because you have so much you could do - you have so much time to do it - you are aware of all the people who you could help, you could make a difference - but you choose not to and I guess that gets you off you Pitiful excuse for a human!

    • profile image


      8 years ago

      After finally getting rid of BT I thought (hoped) it would be an end of it but no. They continued to call me trying to sell me their services despite the fact that I had opted out and I was a member of TPS. When I told the caller this he laughed and said "we are BT we are exempt". I made a complaint and eventually got someone to take it seriously but they never called back to say what they had done about it (they said they would).

      BT have also broken the law on Data Protection, they continue to send me unsolicited email despite my efforts to opt out, the unsubcribe link just opens up an email and when you write to this you get a message saying it was not deliverable. They deleted the mail box.

      I called the BT head office on 0207 356 5000 and they will not put you though to anyone unless you know the name. So if you ask for the Data Controller which they are obliged to have under the data protection act, they refuse to put you through.

      All I can say is DON'T EVER BUY FROM BT

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      8 years ago

      I have BT broadband and its soo slow, got the BT homehub 3 the other day and guess what? its total crap and slow.


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      BT UK + Open Reach = Scum of the Earth 

      8 years ago

      Some neighbours cut two BT lines, including hours while cutting their trees... BT came around to reconnect it and they want to charge us for something that we haven't done.

      The neighbours are a bunch of cowards, they haven't apologies, it's a big family of Asians with money.

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      Ros Ashcroft 

      8 years ago

      They are absolutely hopeless. I have been having problems with my line and broadband for three weeks. I have had two visits from engineers, my house has been rewired, the garden dug up, the pavement dug up and the drive dug up. I have spoken to India 10 times. Once I waited for 25 minutes to speak to a person. I have been lied to and cut off. I have no doubt that their call centre staff have perfectly adequate English but their accents are sometimes incomprehensible - especially on a bad line. I now have to wait 10 days for my line to be 'stabilized' if you can believe that. I made an online complaint two days ago and all I've had is an automated response. A very, very poor show.

    • profile image


      8 years ago

      Paid my bill on the 17th April 2012, told they never recieved a payment 6 days later so they are closing my account! They send me out a e-mail and letter stating the 30TH APRIL 2012 the account will be closed, however I rung up today the 23rd April 2012 and they told me they are closing my account today 7 days piror to what they told me! Have been accused of lying by one of their indian call centre manager's about the date, how can I be lying I have proof of payment and of the dates stated!!

      Phoned back later after calming down, told they have recieved my payment but they are still canceling my account...!?!? WHY?! Surely if i've paid there is no reason to cancel!

      They are a bunch of morons and a real disgrace!

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      Mark jefferies 

      8 years ago

      I had my bt line and broadband installed on the 19th of April set up was ok, then on the 20th I had no broadband signal, I keep getting cross wires with a phone number from a different street, he also has no Broadband signal, they told me the line is fine but told there other person which I've been getting crossed wires with that there is a problem with the line, they also said I might have to pay for something they installed and there is a problem with, now I have to wait three more days for a engineer when my contract started last week and I can't use it

    • profile image


      8 years ago

      Signed up to BT Infinity recently. Wireless broadband didn't work on installation, engineer changed Homehub, wireless still ridiculously slow (unuseable). Overheard a conversation as the engineer spoke to his boss and actually heard the boss say "we'll you've done you bit, tell 'em to wait ten days, then get out of there, it's Friday afternoon after all". Since then the wireless is still the same rendering my home office redundant because of lack of wireless signal.(Wish I could do the same to the BT CEO's office!) Numerous complaints later using overseas customer service (rubbish) a replacememnt hub and return phone call promised but neither received. Chased BT again this morning, no records of previous conversations so had to start all over once again. Gave them a third chance to get it right with a threat to leave if they can't sort it out..........don't hold out much hope.

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      8 years ago

      i got falsely sold a website by shitty BT. im self employed and the guy gave me all the 'info' he wanted me to hear, spoke about money and my monthly payment, i thought fair enough we shall go for it. to then find out they took 358 pounds from my account. i cancelled it and then they told me it was the cost of setting up my website. yet that was all included in the 35 pounds a month. i have now been in a battle with BT for the past 3 days fighting my case, yet they dont want to hear about it. always passing you around and suddenly no one can do their job, and yet the customer must be lying!

      if i get nothing out of this battle it's just to inform everyone else out there how shit BT are for their service! internet or anything else, they are the worst people ive ever worked with, and i would steer anyone away from them for sure.i shall keep fighting my case until im blue in the face, yet always manage to get you by the short and curlys even when they are wrong.

      shove it up your ass BT

      thank you

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      jacqueline pruskin 

      8 years ago

      I've had a BT phoneline forever, and there was never any real problem receiving or making calls from my landline phones. Yesterday none of the three phones at home could make calls out. Any number dialed came back with an unobtainable sound. I spent an hour and a half finding a way to get through to BT residential faults technical chat online service. They say a test was carried out and shows them that there is no fault on my line. I then asked what could possibly be the cause or causes of this situation - the line to suddenly stop making outgoing calls - and they couldn't give me any straight answer. I am left with a situation where I can't call out so am using skype meanwhile. I have had to ask a specialist electrician to come out to see what he can find. I long for the old days when BT used to send out their own repair people and would do so within a day or two. BT isn't alone in their uncaring attitude - so many big tech/communication companies are unreachable or too distant, and uncaring about their customers. Sometimes I think we are now on a downward sliding slope going back to a dark age, and a world where no one is expected to think or act for themselves, where intelligence and long-view thinking is non existing. Sorry for the depressing tone of this.

    • profile image

      partha dam 

      8 years ago


      i hv an account national geographic.first time m going login .then show u cn login through facebook etc.m login facebook id nd password.nd my profile open national geographic page. bt when m going my shout page(national geographic) for uplode my photo.then show

      1:I have a National Geographic account and would like to log in.

      2:I would like to sign up for a National Geographic Account.

      i m go the first opeation,nd then give facebook login id nd then show The email and password combination does not match our help me ,what i do ..

      thank you.

    • profile image

      cJ Benson 

      8 years ago

      would just like to update sent a complaint to Warren Buckley director and this was the response I received within minutes:Hello Mrs Benson

      Many thanks for your e-mail to Warren Buckley.

      I’m sorry to hear about the problems you’ve had with us.

      A member of our team will be in touch by Tuesday (at the latest) and we’ll try to put everything right for you.

      Many thanks for your patience in the meantime.

      Best wishes


      Lisa Keenan

      Chairman and Chief Executive's Service Team

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      C J Benson 

      8 years ago

      on 30th Dec 2011 I phoned BT to complaint that my broadband home hub kept disconnecting my wifi could I please have someone rectify it? The Indian call centre worker picked up on the word broadband and decided I therefore had a broadband fault despite my assurances it was actually a wifi home hub fault that meant each time it cut out I had to manually reload my wifi back into my laptop/phone to connect. The customer service advisor then said he would run tests and started it immediately at no point asking or informing me that my extensions need to be removed (one of which I believed to be faulty though it still worked my sky) then 10 minutes later comes back on line to inform me I have a fault on my line and will require an engineer at which point I stated my unwillingness to pay for an engineer, he then informs me when this guy is coming and asks would I accept the charges to which I said that I was not willing to pay but I accept that if I have a fault on my line as he stated I would require an engineer..however between me saying this and hanging up and his reporting said fault I'd apparently agreed to the charges (news to me and my husband who'd heard me say I would accept an engineer but was not willing to pay, not to mention that outright refusal means I wouldn't get an engineer either)and despite me saying I firmly believed the fault was neither my phone line or my broadband but a faulty home hub (wireless network adapter) they sent an engineer who duly found no line fault other than the faulty extension that has nothing to do with BT but he couldn't check my home hub as the customer service advisor had said it was a broadband fault (what broadband fault I didn't report a broadband fault???), so on his advice I emailed BT on 1 feb 2012 and a wonderful lady rang me straight back assuring me BT would waive the engineer charge as it was clearly the wrong fault reported by the customer service advisor and the tests were run incorrectly (she listened to the recordings of which there were two as I hung up on the guy the first time when he refused to listen, incidentally I wish I'd never rang in the first place now!!) and she duly changed the wifi channel to see if that stopped the interference that was disconnecting my wifi. Sadly it didn't work, the neighbours got a new sky hd and every time he turned his wifi on mine duly cut off so I emailed again on 6 march 2012, a different woman rang and went through a series of troubleshooting questions that provided no solution at which point she advised she would have to get a member of the technical team to ring me. Today I receive a bill including £130 for an engineer call out in which the engineer has said my line had a wiring fault in order that the scamming engineer gets his call out charge etc and to add insult to injury when I go on live talk I'm told my faults on my line have been closed...really not by me they haven't nor has it been rectified and now your telling me I owe you £130 for a call out I didn't require because the fault you said I had I had never even reported in the first place and that I accepted the charge I disputed the charge and the 1 Feb I was told it had been waived, she then said she couldn't deal with it and would get someone to ring me back ...well two hours on I'm just glad I wasn't holding my breath because some how my dear I doubt you will and I imagine that you have probably not entered my dispute of your attempts to charge me on your system either go ahead cut my phone off when I don't pay your charges that's fine by me as it costs less to run a pay as you go dongle anyway and I have a good mobile phone contract provider thanks.

      On top of this they told my daughter last week she would have to pay £135 to re-connect a phone to her house as it needs a new line...funny because my mother-in-law left the line intact when she left that exact same house shortly before my daughter got it and the phone box is still connected to the line outside as it was only disconnected at the exchange.

      This company is shoddy, full of people interested only in hitting their targets so they get bonuses etc and hasn't got a clue about customer service or rights, please for new clients to be avoid BT like the plague!

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      J Perkin 

      8 years ago

      Am an existing BT broadband and phone customer and have been trying to get details of BT vision £4 per month with a view to joining, and cannot get it on the internet - screen does not come up.

      Please reply by Email

      Thank you

    • pjf7560 profile image


      8 years ago

      Hi, I'm free! free at last of all the lies, incompetence and bad service I have had to endure for the last 7 years. BT are C+*"P and that's only the begging of what I think about BT.

      Up until recently had BT broadband (40gb) and BT Vision. and was paying about £38 every month, but then I got TESCO broadband for the next 4 months I will be paying £16.25 and £20.25 for unlimited broadband and free evening and weekend call. I only need the phone line for Broadband I rearly use the house phone as I use my mobile for call and txting.but if I do use the phone I wait until after 6:pm and it;s free. a no brainer! the switch over was effortless and I was without broadband and phone for 1 day. but here's the crunch before I switch over to TESCO I asked BT if I could the BT Vision box after I started with TESCO they said yes but only for freeview, that's all I wanted it for. I received a conformation letter from BT telling me my BT service will stop on the 29th of March. and that I could use the BT vision box for buying films and catch up TV. unfortunately on the 30th when TESCO started I shredded every single bit of BT paper work I had.

      Well well surprise surprise, my BT vision box is not working any more. I phoned the help who passed me on to an other department, who passed me on to an other department, who passed me on to an other department who at last passed my on to the help department who said, Who ever told me that didn't know what they were talking about.

      So now I have a useless piece of c"*%p in my liviroom that is not worth having. all in all is incident show that BT are the worse company in the UK. they are incompetent, disingenuous very expensive. no wonder people are leaving they to go with other companies.

      I HEAT BT and all the people at the top, who allow this type of incompetencey to go on.

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      victor isanski 

      8 years ago

      20MBS up to speed with bt

      But average 13mbs

      but local( Cardiff )average 8

      But could be as low as4( salesperson sais this is absolute minimum

      but I get 1.95

      but they say that is the best for my line( thier original estimate 8mbs)

      Call centres useless and offensively bad service.

      BT do not know thier own complaints procedure and say they cant give me hard copy deadlock letter even though it is part of thier own written policy.

      Next stop Ombudsman wish me luck.

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      8 years ago

      The customer service is pathic! My Gran is 88 and currently without a phone line. When using a neighbors phone to call and report the fault, she was told to the check the main socket herself. Shes 88, partly blind, and has arthritis, how was that helpful? after trying for 30 mins to try and get someone out to fix the problem (being told at random moments, that it would cost 110 pounds) she finally got a appontment for someone to come and and take a look, and that was after ANOTHER neighbor got involved and told the charming indian? lady what she thought about the customer service or lack of. It remains to be seen whether someone shows up.

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      8 years ago from northumberland

      I had a really crackly line and so i rang BT to report it,but the crackeles were so bad that i could hardly speak to the woman on the other end.Over the noise i heard her say i can hear your problem i will get some one out to have a look at it.Well the egineer came from Openreach,but just like the thing the line was not bad that day so he said there was not much he could do.But he did notice that the box that you plug the phone into was one of the old ones,so he said he would rewire a new one in to see if it made any differance.Well since he did that we have had no more problems,that is until the phone bill came in from BT they had charged us £130 call out fee.So i got on to BT and asked why this was ,they said because the engineer could not find any fault.So i went through story and explained how the engineer changed the box and solved the problem, but no that did not make any differenc, as far as there were concerned there was no fault. I could not believe my ears,i said again the man solved the problem by changing the box,it was obviously the old box that was at fault,they said that could just have been a coincidence.Hopeless,it was like talking to a brick wall.Even after having the situation reviewed,their answer was still the same ,we have to pay.So now we have to get in touch with the Onbudsman, some thing i have never done in my life,i dont even know what one is .I just cant belive its happening ,its so stupid,we have been with BT for 25 years and never missed a bill,but its as if that does not even enter it.We have sent a letter to Ian Livingston to make him aware of the situation,it will be interesting to hear what he has to say.We may have been with them for 25 years ,but this is the finish, i will do without the phone and the broadband rather than give them any more business.

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      8 years ago from northumberland

      I also am having trouble with BT, i rang repaires because i had such a bad crackel on the line that the person at BT could hardly hear me and it was her that said she would sent a engineer out to have look at the problem.Of course, sods law, when the engineer came the crackel was not to bad that day and the engineer said he could not do much with nothing to work on,but he said he could see we had a old box on the wall where you plug your phone into so he would rewire a new box in to see if that made any difference. Since he did that we have had no more crackels,great?.No,when we got our bill in from BT they had charged us a £130.00 call out charge.When i rang the accounts and asked why we were charged a call out fee i was informed because the engineer could not find any fault .So i went through the story explaining that he done work on the box and solved the problem, but their answer is that dose not count the fact their was no fault when he came is all that matters. I could not believe it, you dont have to be a rocket scientist to work out that he must have found the fault .But no BT are standing their ground,we heard yesterday the they have looked into again and the final desision is we have to pay .Of course we are not and we have told them so.Thay say the next step is it has to go to the ombudsman, but i must admit i dont like the sound of it i dont even know what one is.We have never had any thing like this before,we have always payer our bills on time.When we pointed out to BT that we had been with them 25 year and never missed a bill it was like water of a ducks back So can anyone help or suggest anything i am open to any help

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      8 years ago

      I have just received my bill and I was charged twice when paying for 5 day internet access. The page kept crashing and now instead of 15 pound for awful internet i used for 2 days It has ended up as £30, what can I do?

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      ray jacques 

      8 years ago

      i am fed up with having to go through bts,home hub 2 there is a problem with the hub, after only a couple of minutes on the net

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      baffled by BT 

      8 years ago

      Cancelled my BT phone, internet and digital tv last September as I was emigrating. All seemed fine, always paid by direct debit so customer 'service' stated I was unlikely to owe anything, in fact was more likely they would owe me money (should've seen this one coming!). Received the bag to return the digibox and a standard 'sorry you're leaving us' letter.

      Anyhow, 6 months later and my old neighbour has passed some mail to my Mother that had been opened by the new tenants. Amazingly there are no bills or settlement requests, just two aggressive solicitors letters from their debt collection dept. threatening court and CCJs and demanding a mysterious £130. Thanks for that, BT...I now have an extremely upset pensioner mother and people I don't know from Adam have been through my mail.

      BT knew why I was disconnecting, the girl on the phone even wished me all the best for the future and now I'm trying to sort this out from Australia, oh and helpfully only an '08' number provided so likely to now have a phone bill over here that will likely work out cheaper to fly back the UK and vent my spleen at their head office.

      Wouldn't care if I didn't think I may be back in the UK in the future and can do without a blacklisting from the most inefficient organisation known to man.

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      byron pagin 

      8 years ago

      customers services crap product crap know better than talk talk and they are bad you would think with all the bad press bt have had for years they would get things right, WRONG phone call after phone call and it still dosent work its going to take a 40ft lorry on an international airport to sort these out i can see BT CUSTOMER SERVICES SUCKS UNDER THE FREEDHAM OF SPEACH ACT 1986

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      9 years ago

      To any one who wants to help,

      I have gone over my broadband allowance for 8 months but BT have never notified me so i have paid £500 on to of my normal bill, I'm completely gutted we are a large family and this has hit us hard, we chose not to have paper billing so did not see the bills mounting and the email that i should have received from bt to say we had reached our limit did not have my correct email address on it so i was not aware of the direct debts that they were taking until i started running short of money in my account, I have spoken to someone from BT today and he said it was all my fault as the incorrect email address was on the account! strange as i have been receiving emails from bt for all other correspondence but thy said the . was missing from my address when i set up the broadband , so i have decided to end my contract close the phone line and the kids will now have to go round friends to go on the internet as we have had enough, it would not have been so bad if bt had met my half way with some of the £500 but it fell on deaf ears, sad as i have been a loyal customer for 25 years, well you learn the hard way sometimes .just another example of how easy it is to lose a large sum of money by a . going missing from a email address.

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      karen jones 

      9 years ago

      i am writting this in pure anger with myself but mainly with bt i have always been a sky customer with never any problems atall in november last year a gentlemen knocked my house to tell me of the amazing new offers bt were doing at the moment as a single parent with 2 teenage children both using internet i foolishly signed up feeling the pinch thinking of saving some money WHAT A MISTAKE the phone line took longer to operate meanng there fore kids being off line for a month anyhow tht resolved phone line activated internet on peace atlast however there was no vision so was unable to watch tv untill they came down to sort an ariel which i waited on too seperate occasions after phoning dailyand actually paying for the vision even tho never had it bt promised to refund the money off the next bill over the xmas peiod i was taking in to hospital and unfortunately had a still birth so rang bt in december paid that months bill 97 pound and asked where the refund was they said it would be taking off in jan as u can imagine this being the last thing on my mind let the month go not still complaining about the no tv accsess and awaited my bill for jan it came saying it was 167 which was unbelivable rung again they said twas a mistake and and would send ammended bill out ammediately it never came in the last week in jnuary i was knocked off with two angry teenagers and would have just agreed to pay it to keep the peace in my house however when phoning to see if i could clear the balance even tho i knew i didnt owe it they told me unfortunately they had closed the account and re started a new one and would send the closing fees out which after what was owing would be less than 100 pound took two weeks to be placed bak on again and then paid a reconnection fee i opened a ew account paid the first they sent me wgich was 22 pound fine back on internet and back on phone for a week no problem till i get phone call to say i been disconnected as the outstanding bill is 585 i have tried and tried and tried and no they cant do anything so they have bloked my matt code and wont do anyhting till i pay the balance i am sat here crying knowing the kids will be home and have to explaint o them that yet again I have failed them and they have no connection how theese people get away with it its amazing i keep getting appologys yet it getting worse and worse dnt know how much more i cn take worse decision of my life help plz

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      9 years ago

      Started with BT 12 Dec 2012 they still have not got the service working right. Noise on the phone line and daily crashes of the broadband. Phoned to try and cancel them but they quoted I had to pay in excess of £300 pound to cancel a service I am paying for but not getting.

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      9 years ago

      I cancelled my BT Infinity today package today as I was fed up with never being able to speak to someone when there is a problem or when I want to discuss service options. They say they'll be a cancellation charge of £180 but it is worth every penny to me to be shot of them. Why build a brick wall between you and your customers. Seems a bizarre way to do business to me. All you ever get from them is automated messsages that go on for hours and hours and from menu to menu. They were supposed to phone me back the other evening at a set time and never did so despite my rushing back from work. The main from India refused to give me a telephone so I was unable to phone them to find out why they hadn't got back to me at the stated time. God forbid, isn't CT supposed to be a COMMUNICATIONS service?!!!!!!!!!!!! They don't know the first thing about communications. Thankfully Orange do and you get to speak to a person and not an automated message. I'm going to complain to OfCom (, 0207 9813040 and get my money back. BT are not fit for purpose.

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      9 years ago

      BT took £126 to move a master socket but Openreach engineer didn't turn up in the agreed 8-1.00 slot. They phoned at 1.00 to say engineer's laptop broken so he couldn't come out.

      Rearranged appointment for the next week. They didn't turn up again and after hours of phone calls (Openreach refuse to talk directly to the public. BT claimed there was no record of me ever having booked for an appointment. Apart from the £126 they had taken from my account of course. Still ongoing.

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      Mr J D Crago 

      9 years ago

      7 monthss 8 times lost line service in and out, reported to BT every time and to date unable to fix ! always fault at the exchange. anyone know a good BT engineer who can correct the fault ? a very upset dis satisfied BT customer of some 32 years.

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      Steve Squires 

      9 years ago

      We agreed to join with a DD of £30ish. First bill = £90! This was after 5 weeks to connect!! Now 6 months in, internet is slow, tv dies when the phone rings and we have had constant billing issues! Looking forward to the end of our contract..

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      Georgia Anagnostou 

      9 years ago

      I was planning to have the TV package of unlimited internet, calls and TV with price of £24 the first 4 months and then £29 thereafter.

      Before end of January I spoke with sales adviser Andrea who promised to call me back but never did to raise an order. I called BT and then Adam from Warrington raised the order AGTEA1448443 and by email confirmed that I would have installation on the 7th of Feb.

      I took time of my work for that day and I lost one day salary. Installation Never took place L

      I called BT and sales adviser Smita said that the order could not proceed and had to change my home address. Nobody informed me about this and if I knew in advance I would not lose 1 day’s salary. Smita was quite rude as she hung the phone on me without explaining why I was told misleading information. She just gave me the Ref no VOL011-60429197466 and said that another installation will take place.

      This was a lie as Bernadette Coyle when I raised complain (incident 120124-005601) said that the order was cancelled and that I had to call again BT to re-raise another order. I called again and Esme said that initially my line will be activated and that someone would call me to update me. Nobody called me back instead I received another email with Order No VOL 011-60460718870 where installation will occur on 8th Feb 12.

      In addition, someone sent me a modem with a CD and instructions but Esme did not mention anything about this.

      Martin Holmes Care adviser said that installation will not happen on the 8th of Feb and this was false and that someone would call me but the only call I got was from an engineer to explore my area. I haven’t heard from anyone since then until I received a text message from BT employer called Helen that an engineer will be visiting me to activate my line on the 14th of February.

      I called BT several times to establish the time the BT engineer will come as I cannot afford to lose another day at work in vain. Nobody has provided me with any response.

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      David Garton 

      9 years ago

      I cannot believe that we are slagging off BT, we should be sabotaging and blowing up their useless call centres and accounts departments and stop hoping they will get better. They have run two accounts for me and charged two lots of direct debits therefore. Could I get my money back , HA HA, not a chance. It is so annoying that BT own all the lines as whatever provider you are with has to use BT lines. I wish I was lucky enough to get cable. Anyway their time will come when everyone can get cable from dozens of suppliers and then BT can F*** OFF

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      9 years ago

      BT just gets worse and worse with a(most expensive service) poor and inadequate services including broadband, number of time all my private emails address were (in box and send box) were stolen by BT, there is distributions in my email boxes, I have written a number time to customer services manager with no success of respond to date

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      9 years ago

      I had bt at a previous address (only a landline). I had it in the nope of getting bb (i didn't actually need a land line) however bt managed to cock that up and by the time i realised they had not allowed bb on the line, it was too late to take out a contract as i was only living in the property for 12 months. Anyway, i decided to live with paying for the line i didnt want anyway (because i am lazy and weak willed....). Having moved out of the property in september, cancelling my line as i did so, i continued to have money taken from my account monthly as per the previous dd. Assuming an error on bt or the bank's part i asked my bank to block the dd which they did. In december i recieved a call from bt explaining that i have not 'responded' to bills send to my previous address (no points for guessing why i didnt know about these bills). I explain the situation to a gentleman who appears quite understanding and says that they (BT) will contact me if there is anything further to discuss. I heard nothing at all until today (9th feb) when a credit collection agency phones about the same issue saying bt has asked them to do so. I have politely explained the situation to them and they say they will get back to bt about it. If the previous 'we'll get back to you' is anything to go by, i wonder who will call me next? So I am being charged for a phone line i never really wanted in a property i dont live in and have cancelled. You couldn't make this up! The really sad thing is they only want about £60. But as they actually owe me near to that amount (for the dd's before i blocked them) i am really not inclined to pay them. I will of cause, never do business with bt again as i now consider them to be a criminal orgainsation.

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      9 years ago


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      Donna Burnett 

      9 years ago

      BT are a totally incompetent company, the worst I have ever dealt with in all areas. They have been running more than one phone line from the same number. Everytime I called they assured me they were not however they kept cutting me off because I was paying my bills to the wrong account. They then told me three times that the other account was closed and they would refund my money which they have as yet not done. When I suggested that they transfer the money they told me this was not possible and I had to pay the bill again. I said no not until I received my money so they cut me off and charged me another re connection fee. There have been several other mistakes they have made that have cost me money however I am out of space. I HATE BT

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      9 years ago

      I have BT for telephone and broadband.

      I have noticed that after they launched the Infinity Plan, which I haven't changed to, THE INTERNET is slower than before.

      Would be this happening in order to make customers to upgrade their plan to Infinity?

      Is seems to be, because prior to the launching of Infinity, BT was fine, the connection was perfectly fine.

      Please, competent authorities, check that with BT.

      Thanks all for the attention.

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      9 years ago

      It could be worse folks, you could be lumbered with the muppets at Talk Talk!

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      9 years ago

      I lost my job in july of 2010, i phoned up BT to tell them and asked if i could cancel my contract, they told me that it would cost me in the excess of just over £300 with me still having 8 months on my contract. So i didn't leave as i could not afford this amount plus the bill on top and pay all my other house bils now that i am out of work. Anyway i managed to do gardening for people to tie me over throught the rest of the summer and this kept the BT payments up to date up until october then it was downhil from then. I had no income what so ever again. I am now at the point where i can not pay my bills and i now owe 3 months of bills, and i am getting my contract terminated on the 24th, so this will mean that i will have a even higher amount of a bill. What do i do? i have explained the situation to Bt but they just don't seem to care really. It is not that i don't want to pay the bill of course i want to pay but i just have no money to pay the bill.

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      9 years ago

      I have been with bt for years now without any problems that was until December when i had my online bill and realised they had put my DD up to £70 a month from £32 without even contacting me via email or letter. I rang them up and we decided going onto the anytime call package would benefit me. So i signed up to it and was told it would be added on the monday. Now 3 weeks later i just had a quick look at my online account and was shocked to see call charges of over £60. So again i rang bt to be told the anytime calls wernt added as it was cancelled. I explained i am not stupid and want to save money so why would i cancel it???? anyway i now await a call from the complaints department. I shall be leaving bt because of this so another customer lost.

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      Rebecca Hague 

      9 years ago

      I was with BT for a year and all was fine, never had much of a problem ( apart from awful broadband service ). It was when they changed BT Vision and were upgrading people to gold package that it started for me!

      I got a phone call offering me the upgrade, I said sure - as long as it doesn't put me into a new contract. I made sure to ask at LEAST 4 times and she said it wouldn't, each time.

      I come to cancel and it had put me into a new 18 month contract! So now I owe over £300 because of a lying BT sales person.

      BT refuse to see my point of view and I'm irate.

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      Brutish Telecom 

      9 years ago

      I have no idea at all why this company is even allowed to have to word British in its title. They are an absolute disgrace to the Nation they are supposed to be serving. They are greedy, lazy fat cats, making an obscene amount of money by using bully tactics. I have had many problems with them over the years but am truly horrified at their current practices & completely & utterly USELESS service. They are a monopoly of epic proportions, and should be looked into as a matter of urgency. December 2011.

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      9 years ago

      net has nothing to do with me, landlord does it. i know my connection are bad due to two things.

      wireing, and other humans sucking it dry and not understandng there pc. thinking it's the router and connections and restarting a the lot.

      that's annoying but everytime i loose a connection it changes all my tabs to the bt home hub loggin page could not load site:google. url rubbish. so connection comes back online after like split second and i refresh.

      now the homehub has nicely changed all my url's on all my tabs to this **** i have to change the url back to the site i want....

      it's my f* pc... i don't need to log in a router everytime the modem dc's... stop trying to force think what i need for me with your f* programming

      if i dc i want the router to do nothing to my browser pages.

      BT just gets worse and worse, there prices got outta controll, mobiles took over, now there making new things that "try" to think for us...

      want to be a good company, two things... good prices, amazing connection. thats all anyone wants...

      and none of this unlimited fair use crap... don't advertise what it is not... but that goes for every company with the exception of i beleive sky who doesn't have a fair use policy.

      end rant...

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      mina zemmouri 

      9 years ago

      I was mislead into thinking that BT was cheaper so i changed from the Postoffice,what a fool i was. They cut off my phone line after i made a complaint about my phone bill,they over charged me. They lied and lied about calling me back, and at the end they made me pay for late charges and reconnection.There customer service is disgusting and i mean all staff and that includes the managers who just don't care. I tried to terminate the contract but they were happy to tell me that there is a charge. and today i have received another bill, again i have been over charged, i really do think that they enjoy making peoples lives a misery

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      9 years ago

      I ve just moved, nd bt were supposed to move my on- demand contract from 1 address to an other, whilst upgrading it to infinity, since i was told by a bt sales guy that my on demand would not work my new address!

      the engineer came the first time, and bt did not do the change + he did not have the part! He told my partner he would be back within a week.

      Bt took upon themself to make an appointment without contacting me 2 WEEKS laters. I only got to know about it, when i got restless and phoned them!

      I then tried to forward the appointment... to no avail!!! I was told that it would cost me £250 to cancel the order since i needed to give bt a chance to make it right( the joke!)

      Eventually, I changed the appointment, with so much difficulty, people say they will phone back and they dont, so u phone back!!! I have probably been 2-3 hours on the just to change this appointment.

      last monday the engineer phoned me! He was at the door... he refused to come back (not his fault!) My appointment wad made for later thet day, but he had it as a 8-1pm job.

      I phoned yet again bt, who reckoned, just an unfortunate mistake, Again!!!

      The next available appointment was at an unconvenient time for me 7 days later, and the customer assistant had the guts to tell me condescendly that he was trying to help, that he understood my frustration!!!! But i did not have much choice!

      I got to the cancellation department after sending a complaint email, and cancel infinity order, this time the guy was saying it was free, and when i mentioned the £250 he said this was untrue!!!

      The following day, i got an email from bt thanking me for signing to their gold pack for 18MONTHS(i never!!!) I was raging, as against my will bt signed me up for an 18months contracts, i phoned to cancelled it straight away!!!

      this morning bt had again (for the second time!) without my consent signed me up for a new 18 months contracts, and phoned me to discuss it!

      I have now phoned oft and what used to be ofcom(ombusman) and they told me to avoid phone converswtion with bt and to carry on paying but to put: paid under protest+ send a recorded letter. ofcom has helped a lot, and they said to phone back soon as 8weeks has passed(dead lin)

      Bt is breaching the supplies of goods law 1988, and i still cannot believe that aswell as taking money from me for servicesiu im not getting, they r also forceing me into contracts which i have not ask for and explicitly refused!

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      9 years ago

      I unknowly have had a bad line for years. I have always put it down to my BB/computer but earlier this year the line was particularly bad and kept disconnectioning whilst making calls. It even disconnected whilst reporting the fault to BT. My BB by the way is not with BT. After a couple of days I checked the progress of the fault and the nice Indians hadn't even logged it. Engineer came out and reconnected the cable into the house and 2 days later it was completey dead. Another engineer reconnected at the BT pole and all was ok until 11 Sept. Again BB very bad and several calls to BB supplier who confirmed not their fault. Then a couple of hours later I can't get any BB and found the line completely dead. Phoned BT on the mobile and they said that there was no fault and blamed the BB supplier. Called the BB supllier again and again they said not their fault. By now the land line was working but very noisey. BT again checked and said no fault but did admit that they could hear the noise. Next day the line appears to be ok but later on and until now, 29 Sept, the line has been dead. Two engineers have called me whilst at work to ask if they can get access to the house, needless to say no appointment was made. Last Saturday an appointment was made and they didn't turn up. Called them on Monday and had a blistering row and an hour later I got a text saying thay had fixed the fault. Got home and the line is dead. Tuesday called and another blistering row. They agree to send another engineer on Saturday. Let's see if he turns up. I pointed out to BT that I know where the Open Reach depot is in Watford and if nobody has turned up by 1.00 pm on Saturday by 1.10 I will be parked outside the Open Reach depot expecting an answer.

      I would go with Virgin but I well lose my email. My BB supplier can take over the line but I want BT to fix it first. In the intervening peion I have received a bill demanding advanced rental. I pointed out why should I pay rent when the line doesn't work and nice BT pointed out it is their policy to expect payment then sort it out later. Otelo confirmed than until 8 weeks have passed they can't do anything and that BT will probably disconnect me if I don't pay the advanced rental.

      Complete useless bastards.

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      bt rip off 

      9 years ago

      bt sent me a bill for £80.50, a week later i got another saying £156 then the following week £355, i know my bill isn't that high as i have only got broadband working as my phone is broken, im refusing to pay it as i know it's not that much i owe. has anyone else had this problem

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      Mark Ashwell 

      9 years ago

      2nd September 2011


      Dear Sir / Madam


      One of your engineers was first booked to come and investigate an intermittent internet line problem on Tuesday 30th August between 1-6pm. I waited at home all afternoon for the engineer. I called Utility Warehouse at 5pm for an update, they called BT for an update & I was told that they were booked in and still down to come that day. I continued to wait & called again at 6.30 to say that they still hadn’t arrived. At 7.10pm Utility warehouse called me back to say that BT had a resource problem and would not come today. Clearly you knew this earlier in the day and could have informed me, but you did not have the decency to call and say that the engineer could not make it. At least then I could have left the house and done something useful with the time I was at home.

      Utility Warehouse then booked you back in for today 2nd September, with a few days’ notice, because BT said that they could definitely do me on that day! We deliberately did not push for an earlier day as we did not want you to miss an appointment again. This time we went for a morning appointment, because if I was one of the first calls of the day, then any delays from earlier appointments would be limited and I should still definitely get seen that day.

      Due to my experience the 30th, I called for an update at 10.37am and BT told Utility Warehouse and myself that an engineer was booked and on his way. No one had arrived at 12.48 so I called back. At 1.13pm I was informed that BT did not allocate an engineer to me in the morning as booked. At 1.30 we were told that an engineer had been allocated my job for this afternoon. I asked to be put down as the next job and to be told what engineer is coming and what time he will be here. We were told that he would be here today and would call me 30mins before arriving. It is now 6pm and surprise surprise, no one turned up in the entire day - again!

      So far you have had me waiting at home for no reason, for over 16 hours. As you clearly don’t care about wasting your customer’s time or keeping them honestly informed, I am hereby billing you for my wasted working time, my time is very precious. Consider yourselves fortunate that I am only billing you for my salaried pay on a pro rata basis. I am a company owner and director, and I take virtually all of my money via tax efficient capital gain payments, rather than through PAYE, so you are only being billed for a fraction of my gross income. Please find attached a copy of my payslip.

      I am paid £30.88 / hour

      You have wasted 16hrs of my time waiting for you at home, with you not showing up

      That is a total of £494.08

      It is totally disgusting that you expect people to wait at home for you, but even when chasing, you don’t turn up and don’t even honestly update people with regard to what is going on. Perhaps in future you will keep your customers informed.

      Yours faithfully

      Mark Ashwell

      I urge all of you to bill BT or any other engineer who waste your time in this way, hopefully then service will improve?

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      T J P 

      9 years ago

      I recently decided to leave BT after many years. They credited me some money in settlement but on the back of page 3 of the usual tortuous difficult to read or understand account (thats after the page 1 large letters "you do not need to do anything" statement I found that they had deducted £30 as a cancellation charge for broadband. When investigated it seems they had arbitrarily decided to renew my contract each year meaning that there was almost no time when I could have left them without a penalty. It is sad when a organization which had such a good reputation in the past now resorts to cheap scam like tricks like this. I sent a letter challenging them after being told on the phone by some half whit that it was correct and said that I would give them 7 days to refund the money or I would send an account of this matter to MoneyMail. 7 days later I get first an intelligent sounding gent from Ireland arguing that the charge was correct who became suddenly quiet when I told him that the phone call was being recorded. This was followed in about half an hour by the same gent expressing his profound regret for the error and promising a refund immediately. I now have another bill saying a cheque is on its way...... we shall see! Incidentally the sky package I now have is 3 times faster gives free phone calls at all times and shows an overall saving of £57 a quater.

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      alan mairal 

      9 years ago from wales

      I signed up for BT phone & broadband 17 months ago, for £33/month. Since then, every quarter they say I am in arrears to them, as I must pay in advance. There was no mention of this in the original deal. Each quarter they try to almost double my payments, but have eventually agreed I was right. This quarter they refuse to listen, & demand £58/month. Fortunately my contract ends in September, but they still insist I pay more, saying they will pay back anything they owe me when I change supplier. As if I would trust them to pay me back- they are liars, & underhand, & refuse to keep to the terms of our contract.

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      mark fessler 

      9 years ago

      worst company I have ever dealt with, they have captured orders incorrectly, sent me hubs without permission and of course charged me at the same time. They are a bunch of crooks who hide behind the web and telephone lines.I have spent hours on phone trying to resolve severals issues and have basically given up, would like to close all my accounts now but cannot even do this...How BT gets away with this is beyond common sense??

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      9 years ago

      I share all the above views, my brother and his family have been waiting 5 mnths for BT to install the phone line, orders keep 'getting lost', the hole had been dug in the wrong place! Can anyone tell me if BT have to pay compensation? Loss of business, kids contact with uni projects, the cost of having to always use mobiles as there is no landline - surely they must be accountable?

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      BT is the s***. 

      9 years ago

      Perfect service here. Great upload/download compared to some BT area's though. Excellent ping and jitter. 0-1ms of jitter. It couldn't be better unless it was upgraded to BT infinity.

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      9 years ago

      incessant calls from BT in despite BT supposedly setting me up on privacy! on saturday BT text me! I have not given BT my number and I DO NOT want BT texting me! EVER! i rang 150 to complain and got aload of grief off your customer helpline lady, well if you can call her that! she had the cheek to ring me back 2-3 times to say to me " hanging up on me will not get you any where" then she hung up on me! that is disgusting behaviour by a service. I am appalled! I didn't hang up on her I had finished saying what I was saying. I am a chronically sick and disabled lady I do not expect a service I am paying for to HARASS ME! then today at 5.37pm I get another darn sales call. what part of NO DO NOT CALL ME don't BT understand???????!!!!!!

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      Elmer Lowery 

      9 years ago

      Great post. I was checking constantly this blog and I'm impressed! Extremely useful information specially the last part :) I care for such info much. I was looking for this certain information for a long time. Thank you and good luck.

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      Ian Meaker 

      9 years ago

      BT led me to believe I had unlimited broadband. Months later i find out I have unlimited calls (which I don't need nor use) and have applied fine after fine. I am currently cut off from broadband. I have paid them now an average of 80 pounds per month for internet I do not have. They have basically conned me totally. I am so upset. I am disabled and have very little money as it is. Now I am totally broke because I have had to give them every penny I had. The net is like a lifeline to me. I can't express with words how totally upset this has made me i am in bits and they don't care, they are total con artists. They should feel ashamed of themselves. I hope they get fined millions for their underhand tactics. I tried to talk to them but just end up going round in circles with patronising pre recorded messages. If you want a good broadband service DON'T choose BT.

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      9 years ago

      I recently had BT Broadband installed and I say that tongue in cheek if you can call it installing I WISH I HADN'T.The engineer stayed only 15 minutes and LIED to me he said that he could not install the wired connection that I wanted he told me that I could only have a wireless connection.

      I have been trying for 17 days to get them to come back and install a WIRED connection, all they do is give me the runaround and to be quite honest I am P****D OFF with the whole thing I wish I has stayed with ORANGE I had no trouble with them what so ever.

      All I want is some one to get off their lazy behind and do what should have been done at the time of installation INSTALL A WIRED CONNECTION .

      I am now about to take legal advice as the ENGINEER blatantly LIED. I would appreciate some action on the subject.

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      Mr adams 

      9 years ago

      Well I will try not to repeat what is a very serious issue regarding BT, but just briefly I have moved house and everything got swapped on the correct day and was looking very organised.

      However my broad band speed was 0.26MB download which I complained about. I was told that it takes 10 days to stabilise which in the 21st century is ridiculous.

      The problems have really come to a head as speaking to Mupits in India is just not working.

      They are reading off a script and have no idea, which is proving too stressful for me.

      I have repeatedly asked for an engineer which is clearly needed but I continue to be stoned walled by Indian help desks.

      I can't complain to BT in the UK and can't speak to BT in the UK unless I wish to leave, which I am activly pursuing at the present if nothing else, than to relieve the stress from banging my head against a policy to farm everything out to India.

      This is the biggest problem with BT by far and I feel sorry for the UK employees of BT as they will suffer as more people leave and go else where.

      To date I have not had any engineer and no resolution to my phone line and will be giving them another 24 hrs to resolve this otherwise I am gone, probably to my mobile operator to keep things simple.

      Good luck but the easiest way is to LEAVE..................

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      9 years ago

      Where do I begin with our BT ordeal? 4 years of poor line condition, patch repairs, confusion and misery and I have spent the last month or so dealing with the Chairman's office as a result of me writing down every complaint I have had. This includes being lied to, being cut off, being passed around India, being billed wrongly, being disrespected, being neglected, receiving an intermittent service, and generally being treated like a pest rather than a customer. Their answer so far has been to send out 2 completely separate, ill informed engineers at short notice, then pull them off the job because "they have spent too long on it" - without resolution I should add. They have installed a 'temporary line', promised to fit a permanent one, then simply left the job. I have records of conversations, letters and complaints going back several years and still get an intermittent, slow, unreliable broadband connection. The point is that they simply do not care about their customers. In the last week I was assured (and I mean absolutely assured) that a senior person from Openreach would contact me within 72 hours and this would be followed up by the chairman's office to resolution. What's happened in a week? Precisely NOTHING. BT eipitomise bad service in my experience. They represent all that is bad about large companies with unmanageable processes, the wrong metrics, a commercially driven mindset and an arrogant, internally focussed attitude. Absolutely, totally and utterly useless in my experience - not to mention being seemingly deliberately inpenetrable.

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      9 years ago

      recently i paid talktalk £80 for canceling a contract and move to the all new bt infinity optical line, bt gave 15 days wait for the engineer with then was delayed for a further 4 days after, i took the day off work and the engineer arrived started saying he couldint get a port, back to base back and forth, only to realize that bt addint made the change over, leaving me with no broadband noor phone line. he said they would call me at no avail, so i called using the cellphone, they made me wait ages spent over £9 only to tell me that i would have to wait another 11 day, leaving me devastated,with no broadband.

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      9 years ago

      At times I think there's no point in wasting my breath over BT. Thankfully my contract has ran out and I quickly moved to orange.

      The problems started September 2010,when one day the phone line cut out. After ringing from another landline and telling them there was a problem which was external they said they will send someone out. The engineer arrived solved the problem which he found ON THE ROOF and told my Mum that there would be no cost and the main box was fixed. If we did want the extensions fixed he would have to charge us and he said that it would be better to go to someone private, as a cheaper option.

      Two months later a bill arrived with costs of £250, only to see that the engineer cost was on there and he had filled in the report as the problem being in the house. After myself and my sisters calling and speaking to the manager, she said "As a good will she will knock off 150" Good Will on their part more like robbing us of 100 quid, we later said to her that we would cancel the direct debit and wait for the Giro to come through to pay. However again 2 months later we had another bill with yet again another problem.

      Moving on this problem lasted till February, each bill had a incur charge from the previous bill and every bill I had to ring the Indian call centre people who are unhelpful and ridiculous. Thankfully May arrived and it was coming to the end of the contract. Once again I rang the call centre about previous costs and said that I wanted to cancel,which would mean not renewing contract, i thought?!? however,this was followed by a rudeness where the guy said ok and goodbye which I then hang up.

      Now June 16th i received a bill with a cancellation charge and the contract renewed. After calling AGAIN today the guy mentioned that it would take upto 2-3 weeks and they would listen to the recorded phone call and call me back. Now the wait happens.

      The end of the contract, BT was supose to refund me £40 instead the cancellation fee is making me pay them £25.

      I don't expect to get my money back, even though i would be very happy after months of headache. I definitely know I will NEVER be going back to BT, 35 years-WHAT A WASTE OF MONEY!!!

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      9 years ago


      The real 'fun' begins when you try to leave BT. :(

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      9 years ago

      I have spent hours and hours on the phone for three days and I'm having a nervous breakdown trying to get away from BT. It gets very complicated and this isn't the whole story. I was on anytime calls until the other week yet, I have been getting high bills from BT all the time - some for £50+ and some for well over £90 and one for £93 which is itemised; usually they are not, or not much.

      Now get this. On the itemised bill it showed £44 for one 'Operator' call on a number I have never seen before (0125000000) nor ever rang! They said that it was because someone rang me through an operator and did a transfer charge. The liars, no such thing happened!

      After ringing 0800 800 150 yet again I finally got that £44 call charge canceled but they are still advance charging me for the Internet up to July, when I was already with Orange for the Internet in May.

      BT have told me that I'm still with them but I can't be, because we can't have two ISP's on the same line. They are not telling the truth and I proved it, because I can't send emails via BT but the Orange one works just fine.

      I tried to ring BT this morning about the advance charge for the Internet but after going through the menus which is an ordeal in itself, it says they are closed until 8 AM yet on my bill it says there's 24/7 support.

      They are squeezing every bit of money out of us they can - by being dishonest and having us running around in circles - apparently in the hope that we give up and most people eventually do. A friend of mine gave up the fight and payed a whacking big bill for his efforts.

      Today I will be getting my phone through another company. Now what? Are BT going to continue sending me phone bills from them as well for the coming months or years? I suspect so.

      When I first went onto BT it was less than £10 the Internet but it went up in stages. Now it says £17 for the Internet on my bill. An agreement is an agreement, it should work both ways and I didn't make any agreement for £17 for the net.

      I phoned my bank and they tell me that in May, two lots of money (only 20 days apart) were took out for BT and they total up to over £90 and that's not all the man at the bank told me but I was very tired and didn't write it all down.

      So the next day I requested for BT to send copies of my bills going back to 2009 but they tell me that it would cost about £4.50 per bill, so it was kindly suggested that I view them online. Good idea, I thought.

      After several tries with several temporary passwords, I finally get to see my 'bills' online but there was only one bill when it said we can view previous bills going back 15 months. I took a look at that bill but unlike the paper version it isn't itemised, so what good is that?


      And it's not only me, I discover that the scam has been going on for at least three years.

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      9 years ago

      BT are the biggest bunch of cow boys i have ever come across my bill was due the first of june which for 1 month they are trying to tell me totals to £207 what a joke but then to also find that i have been turned of by them and i have 2 days left to pay the money so now they can swival and are getting nothing for me i will use a diffrent company xxxx

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      a mogaji 

      9 years ago

      we have been with bt for about 7 mounths

      since then every bill they have sent out to us has been over charged, they have charged us for the usage of sky sports which in actual fact we have not used, they have done this 4 times!!!!!

      we have called their center numerous times and have been unable to speak with people that can help...when we did get through they call the line they have promised to call back on countless occasions which they never did

      just recently they sent us a bill claiming that we have made a call out for one of the members in their team which was incorrect, and for this they charged us £130, i have put my foot down and i refuse to pay this money. the level of service they provide is disgusting, and if they carry on like this their company's name will be destroyed for good!!!!

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      9 years ago

      We asked BT to install a new line to a new-build house. When the engineer finally arrived to do this he explained he would also be transferring our number and broadband service to the new line on that day. When I told him the house is not yet ready to occupy and that at present we only want the cable connected he said he would have to cancel the job and return when we are moving in. At the end of the day I went home to where we currently live to find BT had disconnected our line and broadband.

      After five separate phone calls over eight days, each mobile phone call lasting over an hour, and each with an Indian call centre operative who denied any record of any of my previous calls, I finally got the line reconnected but with a different number. I had to get very irate before the broadband was reconnected four days after this.

      A week later and I received a bill for £125 from BT for calls made from the new build house (to which there is no phone wire) and for cancelling my contract with them.

      An hour on the phone this evening included twenty minutes convincing them there is no phone line connected to the new build house, and the rest of the time getting some sort of acknowledgement that I haven't cancelled any contracts and that, in fact, they owe me compensation for having no service for eleven days.

      At present I don't have the energy to go through the trial of telling them I'll be moving to the new build house next month.

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      9 years ago

      BT are terrible bullies. I have been treated so badly by them and despite several requests to issue a deadlock letter so that I can take the matter to the ombudsman their customer care managers make excuses as to why this letter cannot be issued. I am shocked that these organisations can get away with overcharging customers which is criminal and yet when several complaints are lodged they do not seem to understand English despite being a UK customer care team. Shocked and surprised they continue to get away with this.

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      9 years ago

      Here is a new one if it hasn't already been submitted, well besides BT deciding to change the Direct Debit dates per month when they feel like it, they also when it comes up to a public holiday i.e Easter, they take the money in my case which I'll go in to more detail about.

      Well BT is supposed to take the money from my account on the 26th April 2011 and is noted on the bill as such, except for they had decided to take it out on the 22nd April 2011 instead (three days in advance.)

      Now to me regardless, in my experience with using other companies with Direct Debit, they always take the money on the exact date or just just after, so I would say this is a dirty tactic on there part using public holidays as an excuse, so in that regards when my contract runs out they will lose a customer.

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      Richard Smales 

      9 years ago

      I ordered a new phone line installation and a broadband package for a recently refurbished flat I am renting that is above a shop. The shop has an existing business line that was renewed within 2 days of calling BT. Which seems like good service. Here is where the nightmare began..

      The account for the flat was opened on the 27th of march, and the first engineer appointment was booked to install a new phone line on the 8th of April. After patiently waiting until 7th of April I received a text message saying that some delay had occurred and I would have to wait another week for the engineer to come, I was given a date for the 16th for the line installation. After waiting another week the 16th rolled around and again another no show by the engineer and no communication as to why he hadn't appeared.

      I called the helpline only to speak to some Indian man who barely spoke English, couldn't understand half of what I was trying to explain. He just gave me the standard responses they're trained to give. The best part is that I asked him how much he is earns, turns out he is on a monthly salary of 10,000 rupees: which equates to £

      This is disgusting! BRITISH TELECOM - what a joke. I also learnt that the customer service dept closes at 8pm weekdays, yet the SALES dept is open until 9pm! shows where their priorities lie!

      After spending around 45 minutes going through everything on the phone for the 3rd time I was given another date for my phone line to be installed by an engineer: 21st of april.

      21st came and again no show..

      Im now waiting to be called back within 24/48 hours by the specialist dept due to how long i have had to wait, I am not holding my breath because they have promised this before and you just don't hear anything back, unless you call back and then you're put back into the loop again.

      poor customer service and very little communication.

      I think I will be looking else where for my phone and broadband once I finally get this phone line installed after waiting nearly 4 weeks and 3 no show engineers

      too long didn't read version:

      first called BT: 27th march

      1st engineer no show: 8th

      2nd engineer no show: 16th

      3rd engineer no show: 21st

      No im waiting to hear from them, which will inevitably result in nothing, and I will have to call again to book another engineer appointment and then an additional 5 days activation period for the broadband after the phone line is finally installed. IF THEY SHOW UP.

      Very frustrating and annoying when you're taking time off work and waiting in for someone who doesn't turn up nor are you told why. you're just left in the dark.

      So after spending probably 4-5 hours on the phone to the 'customer services' dept, 3 no show engineer appointments and nearly 1 month. I am no closer to getting a phone line than I was in march, ridiculous!

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      D Cage 

      9 years ago

      Why does BT make it so difficult for someone other than the line renter to complain about faults on the line? When the line has failed my daugher's only option is an expensive mobile call and a lot of time when as a retired person I can call BT. They demand the account number on the web site when all they need is the line number.

      I am convinced this is a deliberate method of ensuring that only a tiny proportion of faults that fail to get fixed for four or five days are recorded.

      If this was an isolated fault it would be an inconvenience but as the fault seems to be once in two months I am sure this does not meet the grade of service they are supposed to provide.

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      9 years ago

      We have had the same problems as Mrs Cooper - unexplained international calls. BT are expert at not responding and passing the complaint from dept to dept and so called customer help manager to another. Their online forum is a joke - as so many people have similar problems there is clearly a problem - and they must have the experience to assess this properly.

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      Paul Corcoran 

      9 years ago

      I contacted BT with regards to a problem with our client having problems with their Broadband. The online 'Support Assistant' came across very unhelpful and then I was uncerimoniously disconnected from the conversation. Worst customer service I have ever experienced!!

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      andrew mckenzie 

      9 years ago

      bt cant tel me if my line fault is in or outside my house,if i get bt engineer out i will have to pay £130.if the fault is my well mad rarrrrrrrrrhhhhhh

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      10 years ago

      My troubles with BT began last July (2010). At this time I had my BT Vision and broadband only,my phone being with the post office. I had been paying £15 per month for each of these services in separate DD payments. BT decided to combine my bills into "one easy payment" which I didn't ask them to do. The single payment was not of £30 but £63 per month. After approximately 18 phone calls, on none of which they had been able to explain why my charge had gone up I decided to leave BT. They had refused to acknowledge my complaint, had cut me off on a dozen occasions and promised callbacks on the others which unsurprisingly didn't happen. They had accepted on each call that my monthly charges were £30 but insisted that the computer calculated my bill as £63 per month.

      I backed up my calls with three letters to BT, thelast one sent by registered post. They have denied receiving any letter from me.

      When I called to leave BT I spoke to someone in England, the only such call I've had. They said that my payment was too high and would be reduced to £26 per month. I was also told that if I returned my line to BT I could have all three services for £30 per month, including free off peak calls and anytime calls to my "friends and family" numbers. I added Sky sports 1 and with a bundle discount was told that my monthly payment would be £36 per month. I asked them to check this number twice.

      Imagine my surprise when I received a statement saying that my monthly payment was now £75.50.

      I called to complain on 12 occasions, getting the usual mix of being cut off, usually whilst on hold, and being promised a nonexistent call back.

      I was finally told that my bill would be reduced to £56 per month, better than nothing but after one month they again began taking £75.50 per month.

      At this point I stopped my direct debit. Within 2 days received a rude and threatening phone call saying that if I didn't settle the outstanding amount within 48hours I would be cut off and placed on a blacklist barring me from having a phone line for 2 years. I am not easily intimmidated especially when it is obvious that someone is making empty and probably illegal threats. When I asked how much was outstanding I was told that I was £98 in credit. I asked how I should pay this and the BT operative said "f**** smartass" and cut me off.

      I attempted to complain about this on several occasions but after being cut off whilst on hold four times realised that they had no interest in hearing this. I was even told at one point that the relevant department has no phone line so is impossible to contact. I found no one willing to hear the complaint in four calls of 1.5 to 2 hours each. I again sent a letter outlining the complaint by registered post but have heard nothing from them. They deny receiving anything from me.

      Instead of a call relating to a previous complaint, I did receive a bill saying that I owed £223 and had 3 days to pay. This related to forthcoming charges and apparently there is now no credit on my account. I was told by one member of BT staff that " when you stop your direct debit sir, any credits you have are lost, that is why we advise people not to stop their direct debit". Although this has since been denied they deny that I have built any credit despite overpaying for 6 months.

      In addition my calls bill for 3 months was £80 instead of the usual £3 or £4 per month. The bill lists the numbers called but not call times so cannot be checked. A full bill would cost me £50 apparently. In addition I was told that they haven't had a "friends and family" discount since 2008. Due to misinformation from BT when placing my original order my monthly phone bill has risen from £18 per month with my previous supplier to £40 per month with BT. I was told that it would be cheaper.

      The last straw was today when the person I spoke to said they would listen to my original order before putting me on hold for 30 minutes. I could hear them in the background talking about cricket for this time, even at one point saying that it was a waste of time people calling them. They then came back on the line and said that I was mistaken about my original order and there was nothing he could do.

      I said that I thought he was extremely rude keeping me on hold for so long and then lying about listening to my original order (he hadn't asked when it was placed or the order number). He then said "well you'd better try someone else then and cut the line.

      My patience is exhausted at last and I will be moving to another supplier who have UK call centres and may have more respect for their customers.

      This has been the worst customer serive experience of my life by some distance. I have registered my complaint with the ombudsman and will pursue this to the bitter end.

      If anyone from BT management does read this, I would like to ask them why they feel the need to treat their customers so shabbily, and why they systematically ignore any complaints from customers.

      I would also like to express my utter comtempt for the company as a wholeand for the management of the company who devise their policy in particular.

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      Jackie Hewison 

      10 years ago

      On dec 18th I posted my cheque to BT at Luton Airport. It was snowing I was trying to get a flight to Istanbul.

      I have the cheque stub and a witness to that posting

      On Sunday the 23rd Januart 2011, I realised my phone was diconected and an automated service informed me that it was for lack of payment. I established that my cheque had not been cashed. I immediately used the automated service to pay by direct debit.

      No notification was ever made by BT of lack of payment. After 45 minutes of waiting to speak to customer services,(which was only acheived by refusing to press any of the required answer buttons) I dicivered that they had made an automated call to my number on 26th January tellin me that no payment had been received.

      Why cut off my service on a Saturday when they do not work on a Sunday?

      Why are they not obliged to tell me of non receipt of payment?

      Why are they allowed not to reconnect for over 2 days and then charge me £12 for doing so?

    • profile image


      10 years ago

      I am not alone in being disgusted with BT it seems.

      I find that is strangely comforting, I have gone through the different stages described on this blog, (gripping the phone while trying to get on with life, for it eventualy to be answered by India "it will be fixed in twenty- four hours" or "not my department" in a more local location). India answered quicker, but did nothing, "not my department" took longer to do nothing.

      I ended up paying a local man to sort it.


    • profile image


      10 years ago

      I had the same problem put me on a package i didnt need i switch to landline reviews and they have been brlliant i even have my own personal accunt manager so if your gonna switch id advise them 0845 86 204 86 they are excellent

    • profile image

      Chris Eckett 

      10 years ago

      We are doing a chain of stores in the UK, which require new telephone lines or a transfer of customer.

      Every day in our office the BT "Thank you for holding, we are Busy" mantra runs almost nonstop in the background (secret services should try this as a more "humane" alternative to waterboarding- it soon leads to near hysteria)

      Sometimes we wait way over an hour to get through to someone who is usually clueless and transfers us to the next hopless operative who if you are lucky then cuts you off or transfers to a number that is never answered.

      Orders get cancelled mysteriously without anyone informing us that the cancellation has occured- oh yes and of course no one knows why the order was cancelled......We waste days and days of working time trying to deal with a simple connection request. Our clients (a german firm) are not able to understand why we always fail to get phone lines in place on time.

      BT is obviously internally copletely out of control and unable to offer any meaningfull kind customer service to their customers.

      The sad thing is that the timeline of this blog and my own experiences in 2007 show that this is a longstanding chronic problem which the company obviously is not interested in dealing with.

      It is no wonder that the UK is going down the pan with such captains of industry at the helm.

      Berlin 08.12.2010


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