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BRITISH TELECOM IS ABSOLUTE RUBBISH,
THIS WEEK ALONE THEY HAVE COST US £100,000.00.
WHY?, WE HAVE MOVED & THEYVE LOST OUR NUMBER!!!
STAGGERING, WHEN WE MOVED BACK TO BT, IT TOOK THEM 4 WEEKS, LOSING US UNTOLD SUMS...
THIS IS A WEALTH WARNING : AVOID BT.
CUSTOMER SERVICE: SINCE WE TOLD THEM ONE MONTH AGO, THEY HAVE MANAGED TO BALLS UP A SIMPLE SWITCH OVER. OUR MOVING BACK TO BT MEANT WE WERE UNEASY, AND AFTER ONE WEEK WE CHECKED THINGS WERE RUNNING SMOOTHLY.."WHAT ORDER IS THAT?" THEY SAID--THEY HAD NOT EVEN REGISTERED OUR ORDER--AFTER THAT WE HAVE RANG EVERY DAY FOR 3 WEEKS,. THEY THEN SAID WE WOULD BE BEST TO HAVE A SATURDAY CONNECTION(TO BE PAID FOR-EXTRA)WE TOOK THIS OPTION UP LAST SATURDAY, TO BE TOLD THATS FINE , EVERYTHING CLICKS IN ON MONDAY--- -NOTHING-.....THE CUSTOMER SERVICE IS NON EXISTANT ALL THEY CAN SAY IS"WE WILL CALL YOU BACK"---THIS DOESNT HAPPEN AND ITCAN TAKE UP TO AN HOR TO GET THROUGH TO THE SERVICE.
BE AWARE--BE VERY AWARE....BT ARE THE PITS.
I completely agree. BT customer service sucks !! I tried to switch from my existing BT Business Broadband to Residential Broadband account. I was routed to India call centre which is fine but the customer service was appalling, I was told I had to cancel my existing contract first before they could help me. I tried to do that and was told my business line (which I use every day !!) had been disconnected 5 years ago... what a farce, I explained I was calling from that number !. I then got routed back to India, who suggested the wonderful customer service of cancelling my contract for the new unlimited broadband... I am now going to Sky, and was so incensed I also cancelled my home phone line from BT.
Ok... So having seen BT with 3 stars overall here, I think I may be about to break the mould and actually say that I have had a great service through them!
I do say this with a direct comparison to Virgin Media (the experience is still fresh in my mind!) - who I must say are the worst company I have had the misfortune to deal for anything - ever!! As this review is about BT I shall try not to let my negative experience with Virgin cloud this review too much.
We moved home almost 3 years ago, and having had problems with BT at our previous address (quite a few years ago now, but they were not resolvable so we switched to Virgin) we decided to continue with Virgin and set the procedure in motion so that our service could begin.
A member of my family works from home sometimes, so they had a home office system set up (through BT with their company funded it) - this was all working within a week of us moving in with no problems whatsoever.
The rest of the house was to be connected using Virgin, and while the phone worked - we could not get the internet to work at all. There was a modem sent out which was meant to work wirelessly but didn't and whenever I called they would tell me that it must be us, our address, our house or something - but never them!! My argument was that we had a BT connection which worked perfectly so how could they say this - not that I had used it because due to the sensitive nature of my family member's work, that connection has security attached, but the point is that it worked!
Anyway, Virgin promised to send BT out to check the exchange and all sorts.... Apparently they couldn't find the fault, and after weeks of despair - I decided to change provider. I did toy with the ideal of talktalk and other, cheaper providers, but we need the broadband more than phone calls, and because I had heard more from BT in recent weeks than Virgin (I was surprised when as a Virgin customer BT would return my calls, while Virgin insist I call an 0901 helpline number - not great!) I called BT to see what they could do for us.
The set up was easy enough. I did explain the problems we had faced and they were already aware that we were having issues so I said I would sign up to them on the proviso that they made the broadband work! I had to argue for my migration code from Virgin who refused because apparently us not having broadband is not their problem. Anyway, after obtaining this code and giving it to BT (who I must say are also open until quite late in the evening - I was on the phone to them at 10pm sometimes). We then had about two or three more engineer visits scheduled. They conducting lots of tests in all parts of the house and eventually found the fault. I would have asked them for details into the fault - but by this point I was past caring how/what/why it hadn't worked previously - I was just happy that the broadband should now work and this nightmare could be over!!
One other point to mention is that while they had found the fault, the engineer who came also replaced a lot of the hardware. Our house wasn't even two years old at this time, so the existing hardware could not have been there for long, but he said just in case of future problems he would do this for us. Which I must say was very welcome!
A quick mention on the BT Broadband modem/hub - the hub is an additional handset which allows free calls to be made using the internet line. This does not affect the broadband usage or connection in any way - we have anything up to 7 connections to our broadband at any one time (consisting of PC/laptops, and iphone/blackberry which are permanently connected, and PS3) and never has anything been restricted.
The broadband box is also quite attractive as it is black, sleek and just looks more attractive than what we had had previously, for example. We have placed it out of sight, just because of the wires and things which come out of it - and it serves no purpose being in view - but, if it did need to be in a position where it was seen, it is not too ugly on the eye.
The broadband connection is great as it allows wireless access upstairs - we have two additional floors, and even in the garden. It is secured by password so people cannot randomly access your connection, and also allows the playstation, iphones and my blackberry to be connected to it.
We chose Option 3 - which as far as I understand includes unlimited broadband usage and the telephone (which we don't even use but you have to have a phone line for the broadband to operate through). I cannot recall how much that cost us when we started up - but £30+ comes to mind. At the time I remember thinking it was quite steep considering other providers charge much less, but we needed this to work, so still went with it.
Now, whilst the broadband does work, it has not been completely without fault. There have been times when it just stops, and in these cases I have a telephone number for a Broadband support team - I think they are based in India, but they are open 24 hours a day, on a free phone number, and they will do what it takes to make your broadband work or resolve the fault. I like the Remote Access facility, meaning you explain the fault, and allow them to remotely access your computer (able to see exactly what they are doing at all times - and can close this connection if you are not happy with what they are doing) but they call you back to explain what they have done, what the fault was and stay on the phone while you restart and check everything is back to normal.
While BT are actually much more expensive than other providers I am aware of - I have to say - at the risk of the stress and problems we had to endure initially, I would not change from them. Upon renewal of contracts they actually call us with good a deal - which is a very proactive approach and is something positive, rather than negative.
For example, once the broadband issue had been resolved, we were then looking at digital TV packages... (the next hurdle!) and we just happened to receive a call one Sunday from BT... They offered to add BT Vision to our package and discount our broadband and all sorts - I'm not sure of the exact details - but when the BT Vision box arrived, it honestly was just too much effort... I personally hated it. We had selected the Gold package - or whichever was the highest - because it was coming up to Christmas time, everyone was going to be coming over and we wanted all the channels to cater for what anyone would wish to watch... But every member of my family hated it, so got rid of it within the fourteen day cancellation period.
We then went with Sky and again - yes they cost more, but we have not had any complaints - From writing this review I think it's apparent we prefer a stress-free existence in my household, even if it costs a little more to achieve it!
Anyway, the BT Vision box was returned, without quibbles or issues - and the following year we received a call saying they could discount our bill with no change to our service, and the same happened again only last night (which is why I felt compelled to write this review). From £30+ that we were paying initially, we are now paying £19.99 for the same service (unlimited broadband, BT hub phone - allowing free landline calls using the internet connection and the phone line) with all the back up and service which while we don't use that all the time - it is good to know that when we call, they are there and try to resolve the situation as soon as possible.
I was actually torn between 4 or 5 stars for them - because while everything has been great, the BT Vision was not.
However, I have decided that as this is a separate product in its own right - it should be reviewed as such, and just because we did not get on with it does not mean that others don't - plus the returns procedure was so easy! So I have chosen a 5 star rating. I hope things continue as they are!!
I've been with BT for almost a year now and I'm not happy at all with the service I have received at all. I'm very surprised they have 3 stars.
They've been a problem from day one, firstly we had to put a line into our house (I was renting and there was no phone line) which cost over £100 but when I was on the phone to BT I said that it was possible that I would be moving in 6 months and if we had to get another phone line put into our next house would we have to pay again (being under the years contract with them). They said no and it wouldn't be a problem, however I did need to move and get a new phone line put in but they still wanted to charge (as you can imagine I wasn't happy) and after many phone calls and complaints I didn't seem to get anywhere and had to pay again.
This hasn't been my only problem, my phone bill has been far too expensive, I rarley use the house phone and if I do, I use it after 6 when it's free and I've recieved a bill for over £70. Of course I phoned straight away to complain and without hesitation they dropped the bill to £50 and I asked why I had to pay that much (which they didn't have an answer to) and in the end I managed to get it down to £15.
After that phone call I felt like they make up the prices as they go along, I only have a few months left on my contract and will not be using BT again and I definitely wouldn't recommend this to anyone.
Having had the total home media package installed last year I bitterly regret putting all my eggs into the BT basket. Customer service is totally rubbish - spent hours and hours a day trying to resolve internet and BT vision issues. Am pulling out of contract as I cannot face dealing with them - it has taken them 5 weeks to send me a replacement drive disc and as the voager wireless adapter has been idol ( corrupted) the system is still off line. No sympathy or technical back up just call centre staff and endless menu tasks - which never work. A record yesterday, my husband and I working in shifts clocked up a total of 5 full uninterupted hours of trouble shooting - to no avail still not working. I would never recommend BT products to anyone as when things go wrong as often they do the rigmarole to just access help is time comsuming and so so frustrating. The vision box is equally hopeless so bad that even BT are letting us have it rent free now because it never works properly. Just counting down the days until BT are out of my life - like the advert for the Vision system on TV with the couple who are now estranged. I personally think having the vision package drove them to their present separation
I don't think I could ever be presuaded to try a BT product ever again. BT = Bloody Terrible !
BT are the biggest example of a company gone mad. We have had no luck with BT at all.
From moving house with 1 months notice to moving in our new home and having 17 - that's right 17 appointments cancelled because their computer system was unable to process it. No amount of calls, letters, emails or otherwise could resolve the issue until I sat on my friends phone for 3 consecutive hours speaking to one numpty after another and not one of them could do anything. Finally, a manager was able to put the appointment through.
2 months later they disconnected us despite us not wanting to be disconnected and being up to date on the bill. Then they couldn't give us our original number back, even though the whole farce was their fault.
It took just under 5 weeks to be reconnected and we had to use a different number in the meantime which caused no end of troubles. Even that took 2 weeks to connect.
We managed to arrange to get out of our contract and have our services through another provider but conveniently BT have forgotten.
The people who answer the phones in Scotland tend to be lovely but the ones who answer overseas are perpetually struggling with language issues and appear to have no ability or authority to do anything, we have spent hours, no exaggeration, HOURS, waiting for one after another of them to pass the call to someone else, or to ask their manager questions.
The overseas staff seem to have a script to work through and if you ask a question out of synch with the script it throws them completely off balance.
We've encountered no end of liars, people who say they cannot put you through to a manager and they've checked but the manager is not available, but eventually, once the call gets a bit sticky they miraculously find the manager. Those who say the appointment was attended, yet we waited at home all day. Those who say we are already connected, when we aren't. Those who claim our house doesn't exist..... of course, which is why I'm calling from a magic house in the middle of nowhere.
There are a thousand more examples of the 6 month debacle of 'services' we've had with BT. Strange billed amounts, loss of internet services, loss of work therefore, increase in mobile costs as the only alternative,equipment going to the wrong address.
Give them a big miss, they will ruin the whole concept of convenient calls.
This company are an abomination.
I consider myself an individual who is compelled to write good or bad reviews about an organsiation. I reckon life is too busy for such things. However, my experience with BT has left me feeling like I want to scream.
I spoke with 27 helpdesks over a week trying to get my phone number changed from one property to another just a few streets away. It took over four hours of phonecalls and no one could tell me why such a simple transfer failed and that the only way it can be resolved was to raise a fresh request. I had to wait two days to raise that new request becasue it took the old request that long to get cancelled and then their systems went down for almost a week!. If I had waited to raise the new request, I would have been without a phone line for at least two weeks. In the end, I just gave up and went to a competitor.
I have never experienced such poor service, and inept and unskilled staff who cannot understand English or technical issues. To that fact, I cannot recall an organisation who do not even log calls that customers make so that there is some kind of call history.
I went to Tiscali and telephone was working in four days. I do not consider myself a normally vindictive or irrational person but I will be dancing in the streets when I hear that BT have been taken over/killed off.
DONT TAKE BT !!!!1. fact : they sell UNLIMITED broadband, just to tell you later that you are evil (and charge or cut you off) for USING it !!! If we had a working court-system in the UK they'd be sued for false advertising.2. fact : they dont care a toss about their customers. You call with a problem that THEY caused (in my case one of THEIR routers was down) and they want to charge you 120 Pounds for a special hotline to solve THEIR OWN problem. BT = unethically in business3. fact: scare tactics: As a fact, they log all name-queries (google for it, its true) from their customers. On several occasions they disclosed that information about YOU already (google for more)Bottom line: DONT EVEN GO NEAR BRITISH TELECOM. Don't believe any of their offers. Dont fall on their scare-tactics.
Absolutely appalling We ordered a telephone line and internet access back in Feb of this year, we were passed from pillar to post with your various operators, many of whom showed a general level of incompetence by losing us on the line pretty much every call. Finally we received a call from a gentleman who explained that the BT engineer had stated that they were unable to do the work required. We therefore cancelled our account with him saying it was probably for the best as the phoneline needed thousandsof pounds worth of investment to get it up to scratch and this was not going to happen. We received a number of calls post this from various operators telling us that an engineer would be out. Then they billed us for the work they didn't do!
There are surely few companies I know which are worse than British Telecom.
I moved into a new property 5 months ago and I called BT Telecom to have the land line in my name. I was told by the landlord that the line was working and when I called BT before actually moving in, I gave them the tel number an they assured me that the contract would be in my name on the date I would move in, since they had already the cancellation of the line of the previous tenant.
When I moved in, I plugged in my telephone, and it did not work. I thought it was a prob with the line, but as a safe measure I waited before calling BT and asked a friend to bring over his telephone handset. We tried, and there was no signal. The day before I called BT and they told me that at their end they did not see any problem, but that they would come and check. They did not tell me there would be a charge, and I did not ask either. I assumed that they would come over and check due to the fact that they could not see where the problem was.
The BT technician came. By the way, on that day I had to ask my boss to excuse me for part of the day, because BT technicians only work 9 to 5 and they could not send anybody after 6 pm!
The technician came, tested the line at home, went down the road, fiddled a little bit, came back home, told me there was something on the circuit, whatever that means, went out, came back, and the line was working. Total time 20 minutes at the most.
After one week a bill form BT came with 134 Pounds charge on it!!
Here began the problems, I will be quick. I had to call a total of 7 people on 2 separate calls and spend literally more than 2 hours on the phone (surely it is good to talk!) to establish that the fault was on "my side".
I told them that if they had told me that there was a charge, I would not contact them! I disputed the charge, I sent a letter, they threatened legal action, and then they cut off my line! I escalated this matter. Apparently they have 12 weeks to reply. They have sent me a letter on the 12 week, saying that basically I am liable for the charge. Next step is going to be Otelo, the regulator. In the meantime, I have no tel line!
I had my telephone service and internet service from bt for 4 years before changing to virgin media and the only reason i changed was that bt didnt do a tv service and it seemed silly not to have everything with the same supplier but bt have now began a tv service aswell so as soon as my contract is up with virgin media i will be going back to bt.
Bt never gave me any problems at all, they came to my home and fitted my phone and set up my computer on the day they had arranged with me and gave me a two hour time slot which they kept to.
The only problem i had was with my telephone, if it rained it would crackle then go dead, i phoned them about this problem and they did a line test wholst i was in the phone which didnt show up any problems but they sent me an engineer the next day which also happened to be a sunday, he checked that the fault wasnt with the phone itself then went to the green box to check the line conector in there, that was where the fault was, he fixed it streight away and i never had any more problems.
They used to bill me every 3 months and give me 28 days to pay my bill at the post office free of charge and didnt charge me for having a paper bill like virgin do. I know virgin only charge me £5 a month for my bill but when you work that out over a year that comes to £60, that would have paid my bill for 2 months.
I canot fault bt for the service they provided for me and will be so pleased to return to them.
i have had the misfortune to have to deal with BT and i have to say never before have i slumped to such desperation and depth of anger as when trying to get through to them on the phone. 2 hours and 16 minutes was the worst waiting time and 55 minutes the best (thank god for speaker phone so at least i could cook, clean, work the computer, rebuild rome, whilst it rings and rings and rings). and then when you do get through they say you are in the wrong department and so another looooooooong wait and then that person says the previous person has clearly misdirected you to the wrong department or misinformed you so another wait yet again (bby this point you have gone beyond the curioiusity of whether anyone is ever going to pick up the phone. i urge everyone and anyone to spare your sanity and patience the trauma and AVOID dealing with BT at all costs (DO NOT get a contract with them!!!!!....) you will regret it when you need to get hold of them or get them to sort out any problems. and £128 call out charge?!?! have they lost the plot?!?!?!? - who in the right mind would want to join a service where they charge you that just to get an engineer out?!? they seriously have got grandiose ideas. fortunately now is the day and the advancement of technology means that you can avoid their stranglehold on communication services where a BT land line was needed for everything. oh thankyou virgin, tiscali and co who can now give BT the proverbial kick up the &^% it needs to realise they are a s&^t company and provide probably the worst service i have ever experienced as a customer. you out there have the rest of your lives ahead of you - don't tarnish it with trying to communicate with BT and ceratinly do not give them any of your well earnt money as they will take from this that they actually may be providing some sort of service worthy of payment. please spread the word (someone who never writes reviews but feels compelled to spread the word about BT as far and wide as possible until they go out of business).
British Telecom oh sorry Bangladesh Telecom. DO NOT sign up for Bt Broadband it is rubbish. You can not speak to anyone English when you have a problem. My broadband cuts off approx 10 times a day after 57 yes 57 phone calls to BT I was finally told that I could not speak to anyone in this country. BT is an absolute farce. DO NOT EVER JOIN BT. The WORST customer service on this planet.