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272 Reviews
  • Not really anytime, is it?
  • abysmal service levels
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      28.01.2010 22:01
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      BT is so behind the times with their online services, it's like living in the middle ages!

      The BT internet site is a joke. I've been with BT for my phone and broadband for the last 6 months after being wooed back to them with promises of excellent customer service and even better prices. I've just signed up with Sky and am even putting up with paying a cancellation charge with BT just so that I can leave! Their site is old fashioned and behind the times. Why? My phone line and broadband are on 2 seperate accounts, which means that I can only view one of the accounts on their site. They can not be linked together or viewed together, and even though they are obviously both used with the same landline number and same address and same account holder, they can not be taken out on the same direct debit or on the same date! Now what reason did BT give to me? They just can't do it. Why? Apparently their site just can't link both my accounts together so that I can view them both. So after numerous phone calls and online chats, I thought enough is enough. It's 2010 and if a company like Sky can organise for me to have Sky TV, Sky landline and Sky broadband, all linked together, all viewable online and all coming off in one easy payment, then why on earth can't an established company like BT do it? Get with the program BT!

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        27.12.2009 19:18

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        I was a customer of btinternet, but unfortunley i had to cut the cord because they could not supply the website that i was trying to get after eleven months, they always kept blaming it on my telephone, I may point out was supplied by bt,and may i point out that it was hard to understand the so called repair teck.I was told when i joined bt that i would only talk with someone within the UK I know that I am only a paying customer but I have thought that I might have been treated better insteaded of the way that I have been

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        23.12.2009 17:25

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        I SHALL CEASE MY CONTACT WITH BT A.S.A.P

        btinternet.com is the worst service which I have come across. I don't know how much is the fault of whom: my computer expert tells me it is NOT my PC. No cursor--so no action: emails lost in transit and never received--usually from my solicitor or accountant. All my son's emails put direct into Deleted for no reason.
        I am sick to death of it all, and will shortly cancel my phone line( I have another and use Virgin satisfactorily) You would think----Ha,Ha! that bt would have the edge. They have the rubbish bin and no one should use the "service" ! I had a fault with Virgin a year ago, and it turned out to be a mistake by bt "engineers" at the local bt exchange. They had taken 2 wires out to cure an incoming phone fault, and only replaced one wire. I was off internet for 39 days!!!!
        So don;'t have any truck or sympathy for bt!

        BRIAN LANSLEY
        ISLE OF WIGHT

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        17.09.2009 13:19
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        History of connection problems

        I have had BT internet for around a year or so now, and I will not be staying with the internet provider as I have had numerous problems with them and their call centres.
        Firstly the wireless home hub has a mind of its own. It decides to turn the wireless off and change the security settings on your internet connections. In the past year this has happened around four or five times. The first few times I had no idea what had happened and tried the online help, which gave me the usual IT advice of "try rebooting". After server attempts to fix the problem I called the helpline. Which has been outsourced to India. After holding on for twenty or so mins (which you are charged for) I was put through to a help desk operative. I was then interrogated for various "security" questions......totally over the top. Finally after been on the phone around 30mins the help desk operative started to work with my machine and diagnosed the problem. The problem was that the security settings on my machine had changed. Now I know for sure I didn't change them. Looking on the internet I have also noticed that this is a regular problem. Surely its not a money making scheme where you have to call up their help desk.......perhaps so, I cant say.
        To top it all I received a courtesy call back at 11PM which woke me up!
        If you do have a problem try looking at the internet forums - there are numerous and far cheaper than calling up the help desk

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          30.09.2008 12:29
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          Avoid them

          BT internet service is one of the worst I have come across. We were with them for about 2 years, paying the maximum for unlimited broadband, BT told us that our maximum speed available was 6Mb - which was a lie (but I'll come back to that later!) One of the first problems we had was with the router, it kept resetting itself, so we phoned tech help (India) he tried to do a software update, but instead broke the thing completely and we had to wait 2 weeks for a new one! Then about 6 months ago, we changed our telephone number, and was assured that our broadband would be transferred over, and we didn't need to do anything. Everything was fine until last month, when our internet just stopped working, the internet light on the router just went out, nothing, nada. So off to tech help we went, and to cut a long story short it took about three weeks, 20+ phone calls, including a phone call to OFCOM to find out what the problem was, it turned out that our broadband account was not transferred over to our new telephone number (even though we were paying for it) and because our old number was "turned off" so was the broadband. So we asked for a new broadband order to be place on our new telephone number, we were told it couldn't be done as there was now a "tag" on our line (noone could tell us what that was), so we would have to wait 14 days for that to be investigated and repaired, and then another 10 days for broadband to be activated!!! That was it we couldn't take anymore! So we waited for them to fix the "tag" and then went with SKY broadband, which it turned out, for HALF THE PRICE of what we were paying BT we could get the same unlimited broadband, and we did an online broadband speed test and we have 16MB!!! nearly all the time! With BT we were lucky if we could get 6MB once a day. There was no problem setting up with sky at all, our broadband was activated the day before they said it would be, and when they say it will take 5-7 days that included weekends, not working days like BT. I will never, ever go back to BT. The customer service was a joke, my husband tried to talk to several managers, who all refused to speak to him, and OFCOM were no help either, they just referred us to the OFCOM department within BT, which is a waste of time. One thing we discovered though, is that each department (broadband, wholesale etc.) is treated as a customer within BT, so the orders they place for their customers (us) will take twice as long - a ridiculous system. Oh, and on top of all this, BT are demanding payment for the month that we were without broadband!!!
          Avoid BT like the plague, you'll end up paying way to much for a terrible service that treats it's customers like cash cows.

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          04.09.2008 17:04

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          EXPENSIVE, LIERS, BAD SERVICE

          The worst costumer service I ever experienced. They lie to the costumer, there are hidden charges they do not specify. I had overcharges several times, every time I called to complain they said they were going to deduct the overcharges in the next bill, this happened more than 7 times (with the landline and broadband services) and they never refunded the overcharges as they said to me on the phone; when I called to complain again and give them the reference number, they said they did not know anything about the problem and did not have any reference number registered. When I wanted to cancel the service because I was exhausted of lies and incompetence, they told me I had to pay a cancelling charge of more than £70. I will never recommend BT to anybody, they lie to you so you join the service and when you are in, they will overcharge you -if you do not check bills you more certainly will be paying more-, they will lie to you, they will make you spend hours calling them and talking to them passing the call to 'another departement' (the costumer service nightmare, had been in the phone at least 1 or 2 hours every time I called) until you are very tired and frustrated that you do not call them anymore and prefer to pay the overcharges than calling them (that's their strategy), Every time I had to call them they completely ruin my day. BT is a complete delusion, I thought they were a serious company, but indeed they are not, I will never ever ever use their services again in my life, If you were thinking to choose them, strongly recommend you don't do it unless you have a lot spare time and a very good lawyer.

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          16.09.2006 15:38
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          Connection problems over 4 months with absolutely no resolution by BT - gone round in circles

          I have been with BT broadband since arrival in this country in 2004. Things initially went smoothly until I moved to Ashford Sept 05. I first complained in Oct 05 about connection problems. I can connect but some days it disconnects within a few minutes - once it starts doing this you know you won't be able to remain connected for the rest of the day. I have complained several times a week from June 06 to date. Was finally promised an engineer - spent the last 2 days waiting at home at the appropriate time i was told - they didn't bother turning up and no satisfactory explanation offered. My complaints went to their higher complaints team but they did nothing either to resolve the problem.

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            29.07.2006 22:18
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            BT broadband bad - AOL broadband good

            For the last 1 1/2 years my broadband connection from BT got patchier and patchier with a growing number of disconnections and when they occured they also got longer (up to 15 mins). This could happen once to three times per day for long enough that I would use it. My wife who uses MSN Messenger a lot noticed shorter outages and says she’d lose connection every two minutes when it got bad. We use internet a lot for work from home and it was getting very annoying. On top they charge £24/month.

            The annoying thing about BT is that their technical support (which is very courteous) is trained to find the fault in YOUR house: Are you connected to the main telephone socket or a branch socket? Is your modem placed on a carpet? Have you spoken to Netgear (my modem maker)? Maybe we can do a line test, etc etc etc... So you try out stuff and ring them back later but you forget to call immediately because there are other things to do than ring BT, and so this drags on and on... All it does in the end is divert from the real culprit: BT and how they run their servers.

            Proof: I switched broadband supply to AOL (Silver for £14.99/month) and it works. No interruptions. I can't believe internet can be this good.

            Choosing AOL was not so easy though. U-Switch told me that they are not particularly cheap and don't have outstanding customer ratings. But in one discussion forum someone spoke up for them, saying how every other broadband company he'd tried was bad, even expensive packages.

            Download speeds are up to 1Mbps on the Silver plan (my residential area only has half that available but I am not an online gamer, just want reliable connection and downloading). The switch to AOL was recent, but fingers crossed they are doing a good job. Oh, and when I called to find out why I could not connect to the internet initially I got a technical support person immediately! No waiting (at least at 8 am)! Turned out I had not changed user name and password in my router because the switch to AOL broadband happened before I got the welcome pack through the post.

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              27.09.2002 19:47
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              • "limit on sizes of files downloaded"

              After having this service for 7 months i am now totally fed up. On a number of occasions BT have cut me of with no explanation why my account was terminated. Then they require you to send them an email to find out why. how can you when they are your ISP and have cut you of. Normally takes a few days before they reconnect me. The make an excuse about unattended use, for gods sake i was trying to download a music album from emusic.com who i pay 15pounds a month. it was about 60mB. BT told me i was not allowed to download large files???? what is large i thought a couple of hundred megs was fairly large, apparently they don't define the term so they can apply it willy nilly. Connecting is a problem anyway, it could take up to 25 attempts before you are connected and even then that connection can drop within a couple of minutes. I think they can't cope with the demand on their netwrok and don't care for their customers as they don't reply to my enquiries always passing u on to someone else. I have had an awful experience with BT Openworld and would never recommend it to anyone.

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                22.08.2002 05:16
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                • "Takes a while to connect"

                I signed up for BT's Anytime internet service just over a year ago! At first I was happy with the service from bt. It was only around £10.00 a month to use the 24 hour 7 day a week service! Great I Thought! But after a month things started to go hill. I spent most of the day trying to connect to the net! This could last for over a hour! Stay away from BT INTERNET! In that year it's gone up from £9.99 to £15.99 now! I joined freeserve

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                  29.07.2002 17:43

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                  • customers

                  You guys get what you pay for, I'm sat on the helpdesk right now, if you want always on, then pay up - Advantages: me, me, me - Disadvantages: dumb, idiot, customers

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                  25.07.2002 02:29
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                  • "Not really anytime
                  • is it?"

                  BT Internet used to be good. I originally signed up because they had an offer where you got Wireplay and BT Internet for £10 a month. They then introduced weekend and evening free access. I think that was the start of their downfall. Soon after they did this their service was getting slower and you frequently got engaged tones when trying to connect. But before I get into that, let me tell you what they offer. They offer 10 mail accounts, 25Mb of web space and free dial-up access to the internet for £15.99 a month (used to be £14.99) They used to also give you unmetered access. Now if you stay connected for over 12 hours a day, which I might add is quite easy, they start billing you for the calls....what happened to anytime??? The connection is extremely unreliable and will probably drop the line in anytime from 30 seconds and upwards. So, why is it their downfall. Before they offered any free access, it was a fast service. They probably never expected people to use it so much. No-one could connect and then they introduced surf-time which meant that other ISP's could offer unmetered access as well. Bottom line. Avoid them like the plague. If you use internet access for picking up mail, use a free ISP instead. It'd probably be cheaper anyway.

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                    16.07.2002 04:05
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                    Anyone who is familiar with BT Internet will know this opinion isn?t going to be singing any praises! Bt Internet charges customers £14.99 per month for their ?Anytime? service. This service apparently allows customers to connect 24/7 - hence the name ?Anytime?. What BT fails to make clear is that you are disconnected every 2 hours to allow others users to deter ?heavy? internet use. Dial-up users sometimes have to wait hours before they can connect due to frequent server problems, and a first attempt connection is very rare. If at any time you are away from your computer for up to 15 minutes and no data is being transferred, BT disconnects your modem! Because of the 2 hour cut off it is very difficult to download files without the use of a download manager which supports the ?resume? function. I think BT fails to realize that the Internet is not in existence solely for the purpose of viewing pictures and text on a web page. As I am a web designer I use the Internet quite frequently, both morning and night. Searching through my E-mail Inbox one morning I was disgusted to find the following e-mail from BT: ================================================================== Dear Customer As part of our customer service program, we regularly review the network and level of service received by all of our customers. After reviewing our records recently, we have reason to believe that your account has been active for online sessions during extended periods of time when it has not been used. We remind you that this is not permitted under the terms and conditions of the BTopenworld Anytime service (please refer to paragraph 10.3). http://www.btopenworld.com/helpnb/terms/ The reason for this condition is that such usage reduces the level of available service for all of our customers. We wish to advise that should this practice continue, we reserve our right to suspend or ter
                    minate your account without further notice to you. As a precautionary measure we suggest you reset your password. It may be that your account has been compromised and is being used by people other than yourself. To do this, please go to the URL below and select 'Change Password'. http://www.btopenworld.com/mybtopenworld All correspondence regarding unattended use will be sent to this email address (selected during registering for BTopenworld Anytime). Please ensure you check this email address for regular updates. If you have any questions with respect to our unattended use policy, please email the BTopenworld team at userhelp@BTopenworld.com or call us on 0870 241 6307 (4.00pm - midnight, daily, national rate). Thank you for your co-operation. Yours sincerely BTopenworld Customer Services British Telecommunications plc Registered office: 81 Newgate Street London EC1A 7AJ ================================================================== After thousands of compliant about this BT?s Internet service the issue was discussed on BB1's Watchdog. An ex-employee of BT Internet openly admitted that BT was purposely making the service poor in a feeble attempt to lure customers into upgrading their expensive broadband service. (which BTW is also very poor). Staff working in the BT Customer Support call centre are all given scripts with cheesy lines to say when a customer calls with a complaint. Advice such as ?keep trying to connect? is about the best they can muster. Even after the screening of complaints on national television BT makes no attempt to improve the service. The service has done nothing but decrease in quality since the Watchdog Programme! As a result BT suffered the consequence of having to drop their motto ?We provide a quality & reliable service?. Evidence has shown that the BT server routing cannot handle the
                    demand of customers, but still, we are fobbed off with these excuses when a company as large as BT doesn?t even have the hardware powerful enough to call themselves an Internet Service Provider let alone BT ?ANYTIME?.

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                      11.06.2002 23:55
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                      • "abysmal service levels"

                      I was on BTinternet for over 2 years, and in that time I have seen them reduce their "service levels" quite dramatically. I was once classified as a "heavy user" and forced to use an alternative dialup number. This number provided you with a TERRIBLE level of service (because they didn`t want you to stay with them). You might note that if you go to their "how to configure your computer manually" they make no mention of their "crap" dialup number - they only mention the "normal" number that works. General browsing was slow, connecting at all was a virtual miracle (constant redials for ~20+ minutes just to get online, then random and frequent disconnections). I would NOT recommend BTinternet any more, although I have in the past pointed other users towards them. One thing in particular that annoyed me - after I left them for AlphaPhe (SUPERB, go with them instead !), my account had changed to pay as you go, yet they sent me a threatening email saying my account was in breach of their terms and conditions. I refute this entirely. I have not barring rare exceptions (for the last 12-18 months as far as I am aware) been online for more than 4-6 hours per day maximum. They ignore emails and fail to respond to straight questions, like "on what basis did you base this threat ?". They *will* tell you, but only if you PAY THEM for the priviledge. Their "new" terms and conditions (which have been altered more frequently than any other ISP I can name) state that their "anytime" service is now no longer supposed to be used for more than 12 hours per day (advertising standards complaint on the way !). Never, ever consider going with them. If anyone from BTinternet reads this, sue me you shower of barstewards, I want you forced to reveal your evidence for free in court rather than you trying to make me PAY for the "crime"
                      you are accusing me of. I will happily then show the judge your own tech supports` email saying they don`t mind people downloading the occasional linux ISO etc. Despite my usage pattern changing considerably, they refused to change me back onto the working dialup number. The nearest I ever got to an explanation was "the decision was made", although they will not say how, when, or why the decision was made. As an ISP, they are generally incompetent in my experience, support staff prefer to cut and paste answers to questions you did not ask, and they do not seem able to answer emails for at least a week. Even official complaints via the ISPA have taken over 2 months to get a response - far beyond the 5 day period as specified by the ISPA. PS: they have also upped their price to £15.99 a month. They are not worth it. For ~£22 you can get 24/7 broadband from someone like plusnet !

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                        16.05.2002 04:12
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                        I chose to use btinternet as my ISP when I got my computer just over a year ago. I have a BT phone line so I thought it would make things easier. I decided to get a surf package which allows me to surf from 6pm-8am and all day at the weekends. However, the price has gone up twice in the last year, and I have a feeling BT would rather we all surfed 'Anytime'. It is a bit slow, but it's easier getting straight online than it was when I first got the computer. The e-mail sometimes goes a bit wonky, but there's a freephone number to check the status. The technical help is expensive, but on the one occasion I did need to phone, they were very helpful. Although most of the year (I'm a lecturer) Surftime is fine for me, I'm wondering about having to pay to get online during the day when we have our 6 week Summer holiday. It would be great if BT could offer temporary 'Anytime' packages for those kind of occasions.

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