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196 Reviews
  • Slow To Provide Cost Effective ADSL Solutions
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    196 Reviews
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      02.11.2013 22:57
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      This is a tough one to write a review on as I have had no real issues with BT and I have had a good service from them and had little to no reason to complain to them. I have the basic 10gb broadband and an anytime calls package for £30 pcm. This, however, did not include mobile numbers but I have a mobile to make all of those so it was not a problem. The initial contract was for 18 months and I am now out of contract with them so I am free to change provider. Why did I Switch to BT in the first place? Simple, I was with a provider who gave such awful service both phone and broadband wise and customer service wise that I wanted to go to a provider I felt that I could trust. BT have done nothing to break this trust. My phone and broadband service has remained good for all the time I have been with them. The service I received: My phone line was always clear and had no occasions where I could not get a dial tone. My broadband was fast enough for my needs and I did not notice any slowdown during peak times. Whether the 10gb limit was enough is debateable as I do go close to the limit on most months so I could have done with perhaps a little more on this. The BT home hub whilst perhaps not the best thing to look at it did perform well wired and wirelessly throughout my flat. Even when I was next door I could pick up a good signal from the home hub. As there was only me using it I can't comment on how well it copes with multiple devices. I only have a landline to make all those 0800, 0845 and 0870 calls which are always far more expensive on a mobile so the fact I had free calls to even the 0845 and 0870 at any time of day and any day of the week within my package was an advantage. Unfortunately for all new customers this is now an optional extra so will cost more. On the odd occasion I did have to call BT (broadband outage at the exchange) I got a UK call centre (I must have been lucky there I think) and I was given simple answers to simple questions which was a big improvement on my previous provider. Also I received an email warning when I was close to my broadband limit so I could reduce my usage so I didn't go over the limit. The fact you have access to BT wifi when out and about may be an advantage to some but I have security concerns about using the internet anywhere but on a secured network so this didn't influence me decision to join BT all that much. Why am I looking to leave then? Simple - their prices are too high. Now I know you get what you pay for and in most cases this is true but I feel BT's prices are too excessive for what you get. They also charge you over £4 if you don't pay your bill by direct debit. However, as I did opt for DD payments this was not an issue for me. Due to increases in line rental the price I am paying for my package is due to go up in January. Yes I know I can pay for a year's line rental in advance to make it cheaper but I prefer to spread the cost of things like this. I also feel that the £5 charge if you go over your broadband limit twice in a calendar year by even a tiny amount is a bit excessive. This is as they charge for each extra 5GB used or part of, so even if you only use a few hundred kb of it you are still charged the £5. I also feel that the lack of any real reward programme with BT also counts against them as it feels like they don't value customer loyalty. I did contact BT to advise them that I was thinking of leaving after finding a better deal elsewhere but all they tried to offer me to keep me as a customer was to switch me to their infinity broadband which would be faster (speed has never been an issue) and give me 40gb of usage - all for only £10 more than I was currently paying. As you can imagine this did not appeal to me and after pressing the issue that I could get the same package I already had elsewhere for less than I was currently paying and get 4 times the down load limit the reply I got was that 'BT don't try to compete on price' well that put the tin hat on it. They tried to keep me by pointing out I could have BT sport for free I asked what advantage that was and was told that I could get many live football matches that Sky didn't have. The operator was a bit put out when I told her that I can't stand football so it was no incentive to me. Summary: Well BT have provided me with a good service so I have no complaints in that department but I just wish they would lower their prices as this is the only reason I am looking to leave BT.

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        06.06.2013 12:06
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        BT is introducing new charges for receiving bills

        I currently have my home phone and broadband with BT, something that is going to have to change soon. As far as the service is concerned I cannot complain regards my broadband. It is quite fast and is very rarely down. However, that is where the good news ends. What I dislike about BT is the way they have to try and drain every £1 out of your pocket. They bought in the charge of £6 if you decided to pay your bill with a cheque or over the counter in a bank or in other words if you didn't have a direct debit arrangement with them. So to get rid of this charge you had to pay by direct debit, something a lot of people are not comfortable with. I have now been informed that they are charging everyone a fee of £1.50 for every bill you receive. What a cheek!! You can opt out of this charge by accepting paperless bills via the internet. That is all very well but there are still a lot of people in this country who don't use computers, especially the old people. There is no other company that charges you a fee just to receive a bill or an invoice. How would the rest of the business world exist if every business charged each other for receiving a bill!! I think BT are just walking all over their customers by doing this. This is definitely one step too far for me and I am now looking to move my business elsewhere.

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          06.03.2013 13:23

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          A communications company - don't make me laugh! Every single time I try to contact them it's an absolute nightmare. Why does everything have to be so difficult? I am so stressed by the experience. They are appalling. An endless loop of meaningless messages and options and when you do finally get through to a person they can't sort your problem and then tell you to have an "awesome day"! How truly pathetic. What an absolute shower they are. Obviously they have not read their reviews on any site as the reviews are uniformly negative. How do they survive as a company?

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          19.02.2013 17:57

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          Do not use!!!

          BT should be ashamed with themselves. I have not been able to use my BT vision since early January 2013, but I am still paying for it until the 4th March and have never been offered any compensation, I have had 3 engineer appointments, all 3 of which the engineer has either cancelled or not shown up, and I have said that I no longer want the equipment. Before it all got out of hand, I had to renew my broadband and telephone, which I did with BT out of convenience, which I am seriously regretting now. I pay for unlimited anytime calls to find out today that I have been charged for the last two months for 01 calls made through the week, significantly increasing my bills. Also, when I am contacting a company called British Telecoms, I expect to speak to someone within my own country. Be warned if you are considering using BT, they are one of the most expensive on the market, but there customer services is pretty poor.

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          24.01.2013 21:30

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          THE WORST COMPANY IVE EVER DEALT WITH, IM OUT OF POCKET NOT HAPPY AND WILL NEVER BUY ANOTHER PRODUCT FROM BT AGAIN.BT YOU SHOULD BE ASHAMED OF YOURSELVES

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          08.12.2012 14:28

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          The worst company in the world sent 4 different installers to try to install broadband and TV. All failed, none of them brought the right equipment. NEVER EVER GO TO BT!

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          06.09.2012 17:00
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          Wouldn't touch these with a barge pole again!

          I went with BT for one reason and one reason only,and that was to do with Cable Thefts in the area!BT customers were always the first customers who got reconnected in a reasonable amount of time,whereas other broadband companies got the bums rush so to speak. Four time in one year we had no phone and no internet,the longest being 10 days with no outside contact whatsoever,and my old provider then gave me £2.06 compensation for 10 days of non service! When I signed up for BT Broadband a couple of years ago,I was pretty sure that this was the cheaper option for me as the package included free calls as well as the high speed broadband for a good price. My Bill was around £17 per month initially but having changed to free 01 calls anytime it obviously went up if I called mobile numbers etc. My Latest Bill below! Line Rental £14.60 Broadband and Calls £10.25 Anytime calls add-on £4.90 BT NetProtect Plus £3.49 Please note that the "Free Anytime Calls are not actually "Free". I then wanted BT Net Protect security at the cost of approximately £3.49 per month which was a good buy I thought at the time. My bills were coming in thick and fast and every time the prices just got higher and higher,every single month and I scrutinised these bills with a fine toothed comb.My largest bill was £40 - a few coppers but I couldn't find any discrepencies so they got paid. I contacted BT to find out about BT Infinity as it has become available in my area,and they advised that this would cost an extra £4 which would make my bill around £37 per month to have this high speed fibre optic option,but as an OAP on one State Pension between two of us,this was out of the question because what I had was acceptable for what I do in the internet,so I decided to stick with what I had for now. The Broadband was dreadfully slow and sometimes it would take a good 10 minutes to get on line and was really frustrating,as it seemed that since "Infinity" has been available it has sent our old service into "Infinity and beyond!" I received a phonecall the other evening from BT stating I had Package 2 with them,but they could do a Special Deal offering BT Infinity,and I was intrigued as to what "Deal" they could offer. I was asked if I was happy with the service to which I responded that since Infinity had become available in the area,I have notice a dramatic speed change and it was absolute rubbish tring to load pages that were once quite speedy. He stated that that would possibly be because there is now Copper Cable and Fibre Optic which would affect the service somewhat,and that Infinity would improve my browsing experience. Bearing in mind I had already asked a price prior to this conversation,I asked the price again,and low and behold,the price was now £6 instead of the £4 I was quoted earlier. Obviously,I refused point blank to upgrade yet again,and can't possibly warrant spending another £6 for a Faster Broadband Experience,that's if it is actually faster. So as soon as my contract is over I will strive to find yet another phone and Broadband supplier who doesn't try and rip me off by off or get rid of the Internet all together. Avoid BT!

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            19.05.2012 15:18

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            BT are the worst company I have ever dealt with! I never write reviews but they were so bad I feel I must tell the world! AVOID BT! Customer services have done nothing with the 3 complains I have lodged. There are loads of hidden fees and contracts are non-negotiable. For what you get it is a rip off. BT vision is basic digital freeviewThey charge to use iplayer / itvplayer! My advice is go with Virgin or Sky even if they cost more. If I could give less than one star I would do!

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            10.04.2012 10:22
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            Recommended to people in a big home with lots of people there. The net can reach all around the home

            Do you want an internet connection where you can browse with style and speed? Do you want a phone line that is interference free? Well BT is just your answer! Previously, I was signed up to TALKTALK for my phone and broadband but as I mentioned in my over review about them, they were a terrible company with no care for customers at all! Since I have switched to BT, I haven't had 1 single nuisance call or issue with the internet! The BT team are always happy to help and sort problems out for you unlike TALKTALK where they didn't want to help at all! I am extremely pleased with my decision to switch companies. The internet is so much faster and smoother and the phone line has no interference or trouble anymore! What more can I say about BT? There one of the best companies out for phone and broadband and I would never switch to another company especially not TALKTALK!

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              30.03.2012 18:45

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              ....little more than customer entertainment on the helpline, except customers might not find it entertaining after a short while. Superficial service may well be ok, but there is a LOT of BS (untruth) coming from the advisors, who are probably trying hard, but are hopelessly under qualified. You better know what you are talking about when you call them - then at least someone does. They can probably routine configure your hub, and share your screen (yeah), but that's it. Don't expect them to be able to anything that you couldn't do yourself on the hub...on this occasion I am waiting for them to turn off my FON hotspot. The initial promised 4min period elapsed with FON still on. Now 24h is promised......fingers crossed.....see another complaint coming......

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              01.06.2011 10:20

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              Incompetence, disarray, disorganisation on a grand scale and excuses!

              I changed my services to BT and asked them to transfer my number from Vonage to my BT landline. I was told that this could be done in 24h of course it was not done! I then faced yet again the daunting automatic phone directing service and time and time again I was told that it would be done ... within 24h! and they did change my phone number to a completely random number!!! it makes no sense! I rang back and was told that they had not record of me having asked for my old number! Then I was told that it was highly technical and might take time! then I was told that it could not be done. I ended up asking for the complaint department and was told that BT does not have a complaint department! so I ended up on the net and of course located a contact email. I thought at long last things were going to move ... How naive of me! I received an email informing me that my number had been put on the Xdirectory list! I have now emailed this department for over three weeks... they take over a week to answer my email and again excuses and vague promises and nothing has been done! I am still paying Vonage for keep my old number open but as this has been lasting since the 17 April I have given up hope and will give up this number. Hopeless is not the word I am looking for... incompetence, lack of care and organisation!

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              20.03.2011 14:42
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              Check out the more-than-worthy competition.

              As a student I had a BT landline on quite a cheap deal. One day a gentleman from a call centre in the Indian subcontinent phoned up from BT cold-calling about continuing the cheap deal if I agreed to an 18 month contract. Naively I did so. Unexpectedly I had to move house before the 18 months was up. I called to transfer the contract but the new house did not have a BT landline. BT were prepared to install one for a relatively large sum of money, but as students we could not pay this so I tried to cancel the contract. BT told me I would have to pay for all the remaining months' charges (most of a year). When I said I could not afford to pay it they instantly put me through to their equivalent of a baliff: a very abrupt, coarse woman lacking empathy or useful solutions. In the end my housemates and I shared the cost of cancelling the contract. However I felt guilty that my friends had to pay for something they could not benefit from, unless by forking out more cash to install a BT line. I am disappointed BT have no contingency for flexibility in this situation. They are an immense company; do they need to cold-call, do they need to use such long contracts, and therefore hold people to ransom? BT have our phone numbers but they should not abuse this knowledge by attempting to sell products no-one asked for.

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                09.02.2011 20:41
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                Avoid at all costs try to find a company with a UK call centre.

                BT recently gave our number to my next door neighbour by mistake. I called BT and they said they would send an Engineer to fix it. The line was fixed the next day and I thought no more about it until I received a bill this month for a call out fee of £127.99!! An Engineer had been sent to fix the fault but they had already switched the number back internally. I called customer services and had a 40 minute conversation with someone who had no idea what they were talking about and no empathy with the situation. I had to ask twice to speak to a more senior person and all they said is that there was no fault so I will be charged. He also had zero understanding of the problem and was merely repeating parrot fashion from a crib sheet that I had agreed to be charged if no fault was found with the line. He also said that he could not look into the problem to see if the line was given to my neighbour. This is the most incompetent company I have ever dealt with. I am ashamed that they have the word British in their name as the customer services levels are astronomically poor. Anyone with any empathy could understand that a mistake had been made and remove the charge but it is like getting blood out of a stone. If you have a complaint with BT I strongly advise you to cancel your service and go with any other telecoms company immediately rather than putting yourself through the stress and rigmarole of talking to someone who couldn't care less. You may still get ripped off but it will make you feel better knowing that you won't have to deal with their incompetence any longer.

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                30.11.2010 10:52

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                BT should put a control measure in place to ensure that the customers are made aware of the services

                Why it is a rip off? I could not agree less on BT apart from having worst customer service has also got a vague and misleading practices on condoning services (if not sharing for profits) of dodgey service providers (numbers starts with 09064 and 0904)that charges huge amount for 1.50 pounds per connection, on companies that alledgedly offer loans but ask you to pay money to them before you get a loan (well i havent gone further to this). Ridiculous records/logs that charges a customers like me, for example in my bill, there is log for calls of .18 seconds charged at 1.50, and another .20 charged at 1.50....probably just answering the phone from dodgey premium line service providers giving me a charge of 3pounds for 38 seconds. -It may be not BT on its own, but also its conspirator to even let the customers be charged this huge amount of money without even knowing it, thinking that it is just a regular phone call charge. -Customers who are new and who has not got the information to this, would think that they were charged by BT. -In this situation, BT could just be comparable to a business establishment that sells unacceptable services. In conclusion, BT should put a control measure in place to investigate and to ensure that the customers are made aware of the services that they have paid for, in its behalf, making sure that the service is genuine and within reasonable circumstances and were made in good faith. For example, regulating the the premium line service providers to ALWAYS tell the customers that they will be paying 1.50 per connection if they made the call. If not, this is a fraud and unfair business practice.

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                25.04.2010 23:55
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                AVOID LIKE THE PLAGUE! PLEASE!

                I've been thinking that I've been coming across a little soft on this site - the vast majority of my reviews tending to be either 4 or 5 stars. I've realised there's a reason for this - mainly, I've been reviewing stuff I own. Generally speaking, I'll only buy something if I'm fairly sure I'm going to like it, so it's only logical that most of the things I've been reviewing have been pretty good. Obviously, like all twenty-something men, I don't want to be seen as the Louis Walsh of the site, I want to be the Simon Cowell - arrogant and biting - with that in mind, I've tried to turn my mind to things I can give a proper bad review to. Services and utilities, it seems, are a good place to start - you kinda *have* to have them, so there's no reason for them to try and treat you well, they're massively overpriced and they're, generally, easy to give low scores to. Even on this more specific, services and utilities, playing field, however, BT still stand out to me as a shining example of all that is wrong in the world. I'm a relatively new home-owner. I moved out of home around a year ago and on doing so had to get myself a phone line put in to support broadband. Having little knowledge of such things - and BT points being already installed in my house, it seemed the easiest thing to just go with BT for the first year, then move on. It's fair to say, my experience with BT went wrong *pretty much* as soon as it started. I was told that I had to be in the premises for them to install the line, which was fine, so I took half a day's leave from work. On the day, however, they decided to call and notify me that they didn't, in fact, require access to the property in order to install the line. Great, so that's half a day's holiday down the drain before we've even started. So, after the day of installation, the line still wasn't working - called them up and they said they'd get it fixed. Two days later and it still wasn't fixed, so they had to send an engineer - there goes another half day's holiday (of course, they can't do evening appointments, give you a 2 hour window or *anything* helpful like that...it's am or pm...and that's it. ) So, the engineer fixed it. For a week. Then he was back again, then two weeks after that. Even now, almost a year on, I've an engineer coming in a couple of days to try and work out why my broadband is *still* connecting massively slower than it ought to. It's fair to say, then, in terms of engineering and fault support, BT are about as weak as you can get. Maybe billing's better? Nope, from the very first bill I started being charged more than I'd agree to pay. Still, customer service will sort it out, right? If anyone's ever dealt with BT, they'll probably laugh at that suggestion. Customer service is more or less non-existent within BT. I must have spent around 50 or 60 hours throughout the course of this year, just trying to get BT to charge me the amount I agreed to (and they admit they're overcharging me...) and make it clear that my contract's for 12 months, not 18 (Lord knows, I want rid of these imbeciles as soon as humanly possible). Having completely failed to get *anywhere* with these people, mainly in Indian callcentres, I tried to escalate the complaint - on three seperate occasions BT have refused to give me details of their Alternate Dispute Resolution provider. I've been hung up on by BT staff, been told I'll be called back more times than I can count and even been called a liar, flat out. I've rarely called and had to hold for less than half an hour. I've spoken to manager after manager after manager, I've spoken to reps on the internet and finally, though I hate to admit it, I've given up. They've obviously made it their policy that if they just ignore me and make my life miserable enough, I'll go away - and I'm ashamed to say that's what I've done. I have, however, sworn to try and warn as many people as possible off...to try and save them from the hassle I've gone through. With that in mind, a heart-felt plea: PLEASE, PEOPLE. DO NOT TOUCH BT WITH A BARGEPOLE, A PUNT POLE, WITH GLOVES ON, THROUGH GLASS...DON'T EVEN LOOK AT THEM! Still, I'm an optimist - I like to see the silver lining. Mine is certainly that I only have to suffer these people for another month, then I can switch to....anyone else. I refuse to believe there's a worse company in the land than BT. I'm going to try and give BT zero stars, but I'm not sure if it will let me - if this ends up being a one star review, I assure you that's only because of the limitations of the website.

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