BT Contact Details

BT main contact numbers are listed below and are all free to call (unless you call from a mobile phone, when the charges will depend on the terms and conditions of the network you are on). Other services may have their own contact numbers or websites so, where possible, we have shown these throughout this document in the relevant sections.

Residential enquiries

If you have questions about residential sales, bills or general matters, please phone
0800 800 150 between 8am and 8pm, Monday to Saturday. To report a fault on a residential line, phone 0800 800 151. This line is open 24 hours a day, seven days a week.

Business enquiries

If you have questions about business sales or services, please phone 0800 400 400 between 8am and 6pm, Monday to Saturday.

If you have a question about your bill, please phone 0800 800 156 between 8am and 6pm, Monday to Saturday. To report a fault on a business line, phone 0800 800 154. This line is open 24 hours a day, seven days a week.

We monitor a percentage of calls made to us to make sure that our customers receive the standard of service they are entitled to expect. As a result, you should know that a supervisor might record or monitor calls you make to us.

You may also contact us through the internet at www.bt.com/feedback/feedback.jsp.

If you are not happy with the service you’re getting

We are committed to providing the best communications service in the world. Despite our best efforts, things can go wrong. When they do, we want to know so we can put them right as quickly as possible.

If you are a residential customer and your complaint is about sales, a bill or general matters, please phone 0800 800 150 between 8am and 8pm, Monday to Saturday. If the complaint is about repairing a fault, please phone 0800 800 151. This line is open 24 hours a day, seven days a week. Our customer service advisers will try to solve the problem while you are still on the line.

If you are a business customer and your complaint is about sales or services, please phone 0800 400 400 between 8am and 6pm, Monday to Saturday. If your complaint is about a bill, please phone 0800 800 156 between 8am and 6pm, Monday to Saturday. If the complaint is about repairing a fault, please phone 0800 800 154. The line is open 24 hours a day, seven days a week. Our customer service advisers will try to solve the problem while you are still on the line.

If you would like to make a complaint about a BT payphone, please phone 0800 661 610.
If you prefer to put your complaint in writing, please address it to:

Customer Service Manager
BT Customer Correspondence Centre
Durham
DH98 1BT.

We will normally respond to your letter by phone but will gladly confirm any particular points in writing, if you prefer.

We aim to deal with the problem to your satisfaction, and our customer service advisers will try to do this as quickly as possible, preferably during your phone call. If this is not possible, we will agree a course of action with you. Complaints about a bill may take longer to put right. If you are not happy with how we have handled your complaint, please ask to speak to the manager. He or she will review your complaint and will work with you to try and sort out the problem. If, after contacting the manager, you feel that we have not dealt with your complaint properly, please ask for your case to be reviewed by a more senior manager.

If you are still not satisfied with how we have dealt with your complaint, we offer a Complaint Review Service. You can contact this service on the following numbers.

  • Residential customers – 0800 545 458

  • Business customers – 0800 555 257

  • Payphone customers – 0800 252 745

If you prefer, you can write to our Complaint Review Service. Please phone the appropriate number for the address.

Comments 31

  1. i have not been able to get anyone at bt who can sort out my billing inquries i have been charge £456 for line rental and no amount of phone calls has been able to resolve my issues .i have now cancelled my standing order and have informed them that i am willing to pay what i owe but not untill this matter has been resolved.i have contacted bbc watchdog and raised this with them so i need help as this matter is causing me a lot of stress and this has been going on since last october,bt are the pits as far as iam concerned

  2. i have only been with bt 3months the line that they fitted was suposse to spread over 4 months with my line rental they keep sending me a bill for the line they fitted even though i have phoned up manytimes they dont seem to understand now they have cut my phoneoff through a fault of there own i have had the money sitten in my account for 3 months for them to take an set up a directdebit with them an they keep canceling it and thats suposse to be my fault! they keep sending me a bill for £139.39 this also is given me alot of stress an i have contacted watch dog aswell bt dont see, to be a good company at all.

  3. BT has cut off my internet connection due to a disputed bill. What is NOT disputed is that I have paid, in advance for internet and BT vision charges. Yet, without warning, on a Sunday when no one is available to take a call, they cut off the service. Whenever I try to reach someone, it is a call centre in India which has no authority to do anything. I would complain about the service, if this could be called service.

  4. I have been with BT over two years now. Just cancelled the contract and told that I will have to pay a fee of £162.44 as the contract was 12 month and was a renewable contract. I have never known this before and it was never clearly explained to me that the only time when you can cancel your contract without receiving a hefty bill would be only one certain date each December! I am now attempting to write to resolve the problem as the only people whom I can speak to at BRITISH Telecom are Indian staff who only talk to you reading from script!

  5. I chose BT to register a domain name for me, because it was only a £10 fee for 2 years (about £10 less than a company I usually use). When sent (two different sets of) my username and password, there were error messages saying system error contact support. I’ve been sending emails ever since trying to establish that there should only be one, and that neither is working. I’m getting response after response that repeats “I understand you are unable to use your domain names.” with nothing whatsoever said or done in response to the problem, and giving me different passwords and usernames, none of which work and I just have to keep writing back. It’s insane at this point – I send another email this morning, explaining that the username and password provided in the email from them I received this morning, don’t work and I said he should be testing what he was saying before responding to me with passwords and if the matter continued not to be dealt with I would be making a complaint – I just got an email back saying “thank you for your email dated 4 March regarding your domain name. I understand from your email that you are unable to use your domain name. Your email was rejected by our servers”.
    All I wanted was to pay a one-off £10 fee for a domain name and I shouldn’t have had to hear from them for 2 years, it’s simple enough, but it feels like having been caught in a web and now I have to have a relationship with BT, and it’s killing me. I lost my job yesterday, and the last thing I need is some idiotic “customer services” person treating me like this. All I want now is to have nothing to do with them, and there is a gap in the law that allows companies like this to get away with forcing people to deal with them despite ridiculous service like this. I may have saved £10 initially but with my domain not up and hours spent trying passwords that don’t work and writing emails to them, I’ve lost a lot more that I’ll never get back. They’ve got my domain, and no doubt will be billing me and it seems there’s nothing I can do to get away but sit here corresponding with lazy idiots and pay them my money for nothing.

  6. I was going to change phone companies and then changed my mind i had till 6th Feb to change my mind so cancelled on the 5th Feb BT went ahead and took the line and calls. Complained to the hi level complaints department in BT and was lead to believe that they were going to help us sort it out they admit that they should not have taken the line and calls. they returned the calls but refuse to return the line. It is 2nd April and they say we have had enough time in which to have it returned but they have left an open order on the line in which another company cannot get the line from them also hi level complaints only deal with the bill not the service. we are at our wits end as we keep banging our heads against a brick wall and getting nowhere. Anyone considering BT as supplyer should have second thoughts. As we are disgusted at them as they think that they can do what they like. As no one can stop them.

  7. We first ordered 4 Feature line phones and were assured that they could be used with 2 Featurelines. This statement turned out to be erroneous as we were informed by the Engineer on 24/03 on site that this is not the case.

    We then attempted to have another 2 auxiliary lines installed for the other 2 phones that were currently useless to us as we needed 4 handsets in our business. These lines were never installed as we were informed the order had the wrong address.

    We then contacted our local business team who placed the order and tried to get the lines installed for Friday 03/04 but after discussing this with someone else at BT they stated that the earliest they could install was Tuesday 07/04.

    The local business rep then told me they were able to get an engineer out to do the line order on Friday 03/04 but the engineer never arrived.

    Yesterday 06/04 I called BT local business to complain and get all the BT account cancelled and the equipment returned. They informed me they would have to go and find the call recordings and get back to me.

    Today 07/04 I spoke to BT Cancellations about this who could find no record of my phone call yesterday and therefore had no idea who was dealing with this.

    Needless to say that I am extremely frustrated with BT’s lack of understanding and expertise in this area. I certainly will not accept them trying to tie me into a contract or charging me for a service they have not finished installing!

  8. I would like to share the long drawn out saga I have had to experience dealing with BT. It all began on 2nd March when I called to inform them that I wanted to open an account. My flat already had a BT line from the previous tenant. The account was set up and I was informed that the new number would take effect from the 17th. The following Saturday I get a call from somebody who had trouble with basic English to say the least. When I eventually worked out it was BT calling me I returned the call to be informed that my order had been cancelled. When I enquired why, their representative said there was no record of a BT line at the property and when quoted with the previous account number and telephone number, they apparently weren’t on the system. The representative said he would have to send an engineer to check the mysterious line and said if there was one then everything would be fine. If a line was need a connection fee would be applied.

    17th March the engineer arrived to find the fully working BT line and said there was no need for him to be there. The following Saturday I get a bill for £157.02 which included the connection charge.

    I called and spoke to another representative to be told I had to pay as there was a fault on the line and when I asked if there were any notes from the engineer she said no and there was nothing I could do. I called back then only to be cut off by the next person I spoke to. Once again I called and this time spoke to yet another person who went to speak to a manager who then passed me onto someone else in the wrong department who in turn passed me onto a lady called Christina in your Middlesboro call centre. After explaining the situation she looked at my file only to tell me that there were notes on the account from the engineer saying everything was ok with the line and she arranged for the bill to be rectified. I asked if a new bill could be issues but she said there was no need and the right amount would be debited from my account on the 1st April

    1st April the entire £157.02 is debited from my account (may I add seriously causing problems regarding my rent) I called and am told that there was a note on the account but nothing had been done about it.

    He tells me the the money would be credited to my account within 5 days.

    Today 8th April, the money has still not been refunded. I just spoke to yet another representative who has said he will call me back in half an hour. That was six hours ago!!!

    Do they honestly just make it up as you go along???

    I honestly am not the type of person to generally complain but I what kind of circus are they operating. I am at my wits end!!! God knows how long and how much money I spent on the phone to you over the past 5 weeks. !!!!

  9. I live in Chislehurst, Kent, on a reasonably large estate. There were 2 local callboxes within walking distance of my home. They removed one completely. The other doesn't want to take your money and is a very poor piece of machinery indeed! They want to charge a mimimum fee of 40p to use their service (or is it 50p now). I thought the idea would have been better using "small profit, fast turnover" policy, then they wouldn't lose so much money, more people would be tempted to use them instead of their mobile phones!They could then afford to put back the callboxes they subsiquently tore out and maintain them on a regular basis instead of scaring off potential customers. The price of a mimimum call….not far off criminal if you ask anyone that wants to use them!

  10. I had my BT phone line set up when I moved into my new house, they told me i had to pay a 1 off fee of £120 because the phone line had not been used for some time, so i thought okay that was fine. I arranged to pay it over a 6 month period, where the payments would be added onto my bill for that time. My bill was due to come out on the 6th December but when I checked my bank account nothing had been taken. Then on the 11th December they took £112 out of my account for this one off charge which i'd already previously had to ring up about AGAIN because they sent me a bill saying I had to pay it. As far as I knew the woman I spoke to had sorted it but now I've been charged by my bank for the money that shouldnt have come out in the first place! I've tried ringing BT to sort this problem, but I cant get through to anybody that understands me nor can I understand them. I'm not sure how I'm going to resolve this problem, but now I've got to pay out £30 in charges because they took this money that they werent supposed to take!

  11. I had an unsolicited phone call from bt asking if I wanted bt vision. In the end I agreed and the guy said I'd receive the box by the 29/3/10. It is now 7/4/10 and it still hasn't arrived! I called to ask where the box was as I didn't want to pay for a service I wasn't using. The guy said there was no note of my order at all! I was a bit miffed as it was them who'd phoned me with a sales pitch in the first place! They were now going to send some note to someone asking them to listen into my call again and then get it sent to me, I just had to wait a couple of days to see if I received anything!! Really!! That's the best they could do!! If they were so desperate to get my custom that they phoned me, why oh why could they not get the order sorted!! I'm feeling pretty angry as my children are away on a school trip next week and this looked like a way to record their favourite shows. No such luck it seems!!! Sky looks so much more appealing right now!!

  12. BT ARE THE PITS!! I moved house after 4 occasions they eventually claimed to change my account over to my new address. I WISH. I do have a phone line but no broadband and no anytime package. they claim I did not ask for and they have cancelled at my old address but miracle of miracles I have received further bills at my old address! I have stopped all payments but they still have the cheek to phone and ask how I am to pay them! When I get service!
    THE ABSOLUTE PITS!!!!

  13. I CALLED BT FOR LINE RENTAL AND BROADBAND, I WAS HAPPY THE WAY I WAS DEALT WITH. THE GUY I SPOKE WITH TOLD ME HE WAS INCLUDING A BT VISION FOR FREE. I WAS VERY HAPPY. I LATER FOUND OUT I WAS BEEN CHARGED FOR BT VISION AND DECIDED TO CALL AND CANCEL THAT, AND AS THE STORY GOES, THERE IS NOTHING THAT CAN BE DONE ABOUT IT. I DECIDED TO CANCEL MY PRODUCTS WITH BT, I WAS TOLD IT WAS GOING TO COST 580 POUNDS. I WAS SADDENED BY THIS ACT, I HANGED UP AND THEN ASKED TO TALK TO THE MANAGER. HE REASSURED ME THAT, HE IS CALLING THE RELEVANT DEPARTMENT AND SORT THIS OUT. THEY THEN PUT MY LINE BACK ON AND BROADBAND LATER. JUST FOR THEM TO WRITE A FINAL BILL OF OVER 600 POUNDS. I HAVE CANCELED ALL MY DIRECT DEBITS TO THEM, AND WILL NOT PAY ANYTHING UNTIL THEY SORT THIS PROBLEM OUT. I HATE BT WITH A PASSION!!

  14. On recently reteurning to B T as a new customer i was told my phone would activate on the 4th october and my broadband on the 7th october.What a fairytale that turned out to be!! My broadband was not activated and on three occasions when i phoned regarding this i was told the fault was at the exchange and on each occasiion i was assured i would be called back within twenty four hours, what a pack of lies that was!! On my fourth attempt to find out what was happening another bt employee in an indian call centre told me an entirely different story that my activation order had not gone through and would i like him to re order it and it would now be activated on the 27th october.
    Surprise surprise 28th october and no broadband and was now assured the fault was at the exchange and would take up to fouteen days for it to be investigated. Today the 1st october i called to try and complain about the service or should i say total lack of service i have had from bt. On two occasions put through to indian call centre and asked to speak to a supervisor was put on on hold for over forty minutes and then they hang up on you!
    On my third attempt i phoned the sales number which AMAZINGLY goes straight through to a uk call centre. The person i spoke with looked into my details and proceeded to tell me my order to activate my broadband was cancelled and he would re oreder it and it would be activated on the 8 th november.
    What else is there to say appart from BT and most of its employees are worse than useless , they tell you lie after lie , do not care about there customers at all, if they did there would be a customer care number you could contact. They are quick enough to take your custom and after that they just dont care!!! I,m totaly disgusted with BT and wish i had never returned to them!!

  15. For god sake bring your prices down or start to give good customer services I have been hanging on the line for over an hour, to report a fault on the line. what do you do… all the automated services are doing no justice to your service. You charg a bomb for everything you do and the service is mere nil.

  16. Hi, Can anyone tell me whether I can complain to BT in writing (on good, old traditional paper mailed by post)? I can only find an e-mail or phone complaint service on their website and have used both but with no effect. Phone complaints end up with some dodgy outsourcing centre in India or thereabouts and I never received a reply to my e-mail complaints. Now I want to write to them and if that doesn't work I'll take legal advice. Thanks for your help! Cheers, Christoph

  17. someone phoned me from bt in november asking me to switch from sky to them for the tv phone and broadband, as bt were cheaper i agreed. i never recieved any broadband box or tv box that i was promised but as it was the xmas period i expected a delay. I forgot all about it untill i had a bill off bt in the jan for phone calls as far as i was concerned i hadnt recieved anythin from them so i was still with sky. when i rang they said i had never ordered the package and that i had just ordered the phone which was not true as i had sent them the mac number off sky for my broadband. I refused to pay the bill as far as i was concerned i had entered into a contract for the package and not just the phone. I gave in after a few weeks of speaking to lots of different people from bt and getting nowhere and paid the bill expecting to be put back on, I was then told i was going to recieve a final bill which i had to pay before they put my phone back on and that because of everything that had happened they would just expect me to pay for the calls which was 18 pound. when i got the bill it was 84 pound, 18 calls and all the rest charges. Now im starting to get nasty letters off them im sick of explaining to them that they broke a contract, when you ring them it says all calls are recorded but aparantly none of mine are and they have no record of me agreeing to the whole package.

  18. I ordered a second line with bt which they installed my first bill was wrong as they had put me on the wrong tariff i rang them with this information and asked them to send me an amended bill this did not happen i then got a second bill with a late payment charge still not correct and in the meantime they cut this line off without contacting me i rang them again pointing out all their mistakes they told me i should pay them the bill now even though it was incorrect call me old fashion but is it right to pay a wrong bill and are bt right in not sending an amended bill apparently not part of their service anyway i have since cancelled this line and wrote a letter of complaint to the correspondence centre i have just received a reply not happy to say the least so i have rang the direct line five times and counting to get to bottom of matter and all you hear is this person is not available it beggars belief how they have any customers now i have got to wait eight weeks before i can go to the ombusman all bt mistakes they need shutting down

  19. i have been diappointed in 1 of your members of staff.his van today has sat outside his gf house as it does 3 times a day everyday. van reg WR53CZC. but on sunday night him his gf were drunk that he started punching at a younger guy then he head butted the guy and things got worse he now has a black eye etc. but on monday morning he went got his van and was drinking im sorry he would still be drunk and this has been going on for month they drink every night and we hear all the rubbish that goes with it. but sunday i had enough i phoned the police but by the time they got here your worker had walked off.. my son cant get a job and you employ men like that. he has to be in his late 50s or 60s. im sorry but it is putting me off bthis gf bought drugs for her ex and alot of people on drugs goes in there. but he went to work this morning got his van half an hour later his van was back next door then again at 11. then he came at 12 with flowers in hand and he is still there its now 3.20. i dont think you pay him to sit in the house. thank unhappy customer

  20. I am writing to you as a last resort as I am very disgusted and mentally exhausted in the way I have been treated over my broadband issues since we moved into our new property in April this year.

    We have never had a decent connection to our house since the day were connected. In fact it was not even connected on the day specified after giving one months notice and only got connected after several phone calls and ten additional days of waiting.

    Once we were eventually connected the service was the worst I have ever experienced. The wireless connection was a complete waste of time and totally unusable and the LAN connection was no better. I made several phone calls over several weeks to try and get the issue resolved but nothing ever seemed to change. We were also getting problems on the phone line at the same time with the phone ringing and two people having a conversation on the other end of the line also the phone would ring and the line would be dead when answered, doing a 1471 would not register that anyone had just called? Would only register the last person that called the day before of earlier that day.

    I am sick of keep phoning up and wasting hours of my precious time having to answer the same questions and run through the same diagnostic routines knowing that it will make no difference as there is obviously an issue from my property to the exchange. There is nothing wrong with my hub as it worked fine at the house we moved from.

    I called BT Broadband support again on Sunday 3rd July only to be told the same things again and run through the same routine and someone to come back to me to say “YES YOU DO HAVE A FAULT”? I already know this that is why I am calling again. The lady on the other end of the phone said that she was going to change the profile on our account and this would resolve the issue with our line speed, she could not explain to me in detail what this means so I am none the wiser on this one!

    After our conversation had finished we tried the broadband connection again only to find that it is now the worst it has ever been, we were averaging at about 55kbs which is slower than a dialup connection! Wireless was totally unusable and the very slow LAN connection was unstable and unusable for 70% of the time to the point where it would not even load basic graphics from a search engine.

    My son tried to download 900mb at one point and the estimated download time was 6 weeks 2 days. My wife tried to download 2gb movie file for the disabled, estimated download time 1 year 2 months 3 days!

    I am really at a loss with this and the anxiety of making another phone call to BT support is now too much to bear. The inconvenience has been costing us dearly as my wife is disabled and is dependent on the internet to do home delivery food shopping and other disabled services that she has access to while I am at work.

    If BT are unable to resolve this issue within their own service please let us know as soon as possible so that we can arrangements to have another service installed into our home. I can no longer cope or have the energy with any more phone calls to BT support only to be kept going over the same old thing.

    I Can’t believe the audacity of BT sending me a quarterly bill this week for my broadband and phone for £131.28 for something that has never worked properly and we can’t use most of the time since we moved into the property.

    I work as a network and comms administrator in education and would no longer be employed if I were to treat my customers this way even for a fraction of this time let alone three months, not the sort of service I expected from a large company, 3 months is too long to get this sorted out and it still is not working as it should.

    I have also forwarded a copy of this letter to the Ofcom regulator.

    Regards

    Tommi Worton

  21. I run a pub and a taxi business and asked BT to take over our number from Virgin.As this did not happen on the date we were given I rang BT to be told that the order had been cancelled allegedly by Virgin. The order was then reinstated and meant to take place on the 9th September. What a fiasco, no engineer turned up to put in a line, and our number was given to the flat at the top of the pub, the occupants having their sky phone cut off.!!
    Many hours of phone calls, going over the same conversation, and every person saying its not our department, being told it cannot be a business transfer as it was a residential line previously. and now being told nothing can be done before the 28th September, we have lost hundreds of pounds of business, as has our taxi driver, and I am so exasperated I wish I had never heard of BT. I will be cotacting ofcom and recommend anyone to think twice before approaching BT.

  22. To BT: Business Customer Complaints.

    Ref: 01844 ***** – Account No ****** – The Catalogue of Errors.

    On 28 July last year I had BT Broadband installed at my office premises address as above. I then called the BT sales line and asked for them to activate a calls package. I was told it would take a few days but then the line would be a BT line.

    2 months later BT in error cut my Broadband in a separate incident damaging my business. This was in October 2011. Eventually after giving my staff 10 days off – the lines were reinstalled and compensation offered.

    In Dec I received a bill for calls from my old supplier (attached) for calls from Aug – the point the line was cut off. This was news to me because as far as I was concerned we had been with BT since late July/August.

    Further to this.

    I have called several times to sort this out as I believe that as I had asked for BT to provision the line as unlimited calls and they failed to do so that we should have a refund for the calls I have now had to pay for £243.39 which we not on any package through the other provider (as we never used the phone line with them). Feel free to check.

    Every time I call I am told someone will call me back in an hour.

    Well it’s another 2 weeks on ( I started this back in January) and guess what I am still waiting. I am given various reference numbers e.g. SM24576837 – John (not allowed to give his surname), 698826 (Kate), Raj in billing and I are now good friends and various other promises that someone will call. Last week told I would get a call back from Kate or Johns managers in an hour, well I am still waiting. I have resorted to a letter because it’s the only way I can put my thoughts down without crying.

    You should also note the number on your website advertising BT Complaints is a bit like BT – it’s unobtainable. Tel 0800 555 257 – not a good advert for a communications company.

    I have now cancelled the contract I had for this number and have another bill for that however it’s just too frustrating to have to deal with being passed from department to department with no one who can own or resolve a problem whilst all the supervisors “are not there”.

    So in summary BT I write to you in the vein hope you might be able to sort out the problem you caused.

    I very much hope you take pity on me and think of the hours I have spent trying to sort this out and understand how frustrating this is. It would be nice to think someone out there took pride in his/her work and could help.

    I look forward to hearing from you, you can reach me on my mobile 0*854 *55466* (not the random 01926 no someone quoted to me on the phone last week – that’s not my number, you have my number already having left it about 10 times, if you call leave a number and I will return your call and hopefully we can sort this out.

    With thanks

  23. A letter will be in the mail re my complaint. I have been on Broadband since 2005, then recently my account was "Locked" – WHY ??? My account is paid by direct debit. After days/hours of trying to sign in, and also filling in again all the necessary forms, BT say that they have NO data ??? How come Yahoo.com intervened, if there is no DATA ??? For the time being I hope this is NOT LOCKED. I also know of two more people with same problem, but different areas ! An explanation would be helpful. Thanks.

  24. I HAVE JUST MOVED INTO A NEW BUILD PROPERTY, BT PHONE LINE INSTALLED; BUT DESPITE ASSURRANCES FROM BT I HAVE NOT BEEN CONNECTED INTERNALLY; AFTER SPEAKING TO THREE OR FOUR DIFFERENT STAFF I WAS TOLD AN ENGINEER WOULD CALL; HE DID NOT SHOW. I THEN CONTACTED COMPLAINTS AND AGAIN RE-ASSURRED MY ISSUE WOULD BE DEALT WITH ; A MANAGER WOULD PHONE MY MOBILE WITHIN AN HOUR; 18 HOURS LATER AND STILL NO CALL. I HAVE SPENT SIX POUNDS FROM MY "PAY AS YOU GO" MOBILE". I AM NOW CONSIDERING CONTACTING THE OMBUDSMAN SERVICES. WHAT AN APPALLING SERVICE.

  25. BT payphones are becoming dilapidated and they are purposely abandoning them, I really don't know how they are able to get away with charging 60p as the minimum call charge. They are doing this on purpose to scare off people from using them so they can go and run to Ofcom and tell them that there is no use for them anymore and exit the payphone industry completely.

  26. BT ONLY OPEN MONDAY TO FRIDAY!!!!!!!!!!WE went with BT we have had nothing but problems, we had installed a phone and broadband line. the broadband never worked despite me calling to inform them it doesnt work, after a year and a half of chasing them we finally had enough and cancelled the broadband , and asked for a refund for the entire period we had been paying but not getting the service, they then disconnedted our line with no notifiaction!!!, I got someone to come out to reinstate at no cost, the engineer said the broadband would not of worked as it had not been correctly installed, the connected the phone line only with the wrong numner…after 2 months finally this got resolved only to find they were trying to charge us for reconnecting!!! I have it in writing that we would not be paying anything…I was in contact with our local centre who was looking into our refund, and i contined paying but then today the phone line has been cut off ,!!! WHY !! HOW!!! we are in credit and i am still waiting for my refund of £522 from them…called them guess what they are not in toady !!! GREAT …I want to raise a formal complaint but have no idea how …my advise DO NOT USE BT

  27. Since 14/02/2013 we had BT infinity installed but unfortunately in the wrong place. After trying to get the engineer to put it in the correct place all we got was excuses and abuse. We complained to BT but to date nothing, all we seem to get is emails saying give us 24 or 72 hours and we will be in contact. To get them too do that is when pigs will fly. They wonder why people are fed up with them, it is the classic case of the big boys sweeping the little guy under the carpet and forget them. Only once did we get some reaction and were promised that it would be actioned straight away.Where's the action?. Come on BT get a grip.

  28. MR I SHREWSBURY APRIL 24 2013
    TOOK OUT BT WEBSITE IN SEPTEMBER LAST YEAR,PAID UP FRONT AS YOU HAVE TO.WEB SITE HAS ONLY JUST GONE LIVE THIS WEEK,8 MONTHS LATER BUT HARDLY ANYBODY CAN GAIN ACCESS FOR A UNKNOWN REASON.THEY SAY THEY DONT KNOW WHAT THE PROBLEM IS ….ESTIMATED LOSS OF REVENUE £20,000…..TOLD IN SEPTEMBER LAST YEAR SITE WOULD BE LIVE WITHIN 6-8 WEEKS MAX…WHAT A JOKE . JUST HAD EMAIL TONIGHT TO SAY THAT I HAVE CANCELLED MY BROADBAND IN MY FISHING TACKLE SHOP I DONT KNOW WHO ORDERED THIS ACTION AS THERE IS ONLY ME THERE…..PERHAPS THEY HAVE DONE IT BECAUSE I DARED TO COMPLAIN ABOUT THE WEB SITE ?
    I WOULD LIKE TO SAY THOUGH I AM VERY PLEASED WITH THE WEB SITE IN ITS DESIGN EVEN IF IT DOESNT WORK.

  29. The BT services have deterioated the customer services are so bad with language and accent barriers as there is so many staff that do not know the command of English on the phone. The information gets misinterpreted. I have had to wait 8 days to get my phone repair done. I looked on the website and it stated the break was near to my home. The information has been sent wrongly as in so many cases. I had been told the fault was being checked in the telephone exchange by an engineer today who caled on me. As a ex telephone engineer it does not take 7 days to check this but hour at the most. I had no phone calls on this at all on the mobile phone but had a lot of testing by engineers and one man I heard distintly said there is a lot of cracking on the line and breaking up but he could not hear me. No updates at all given a few days ago by constantly phoning them to ascertain when I would have my phone up and running. Got a text 3 days ago it was o.k. and yet I had only then been on the phone and told it would be working on the 10th May. At 4.40p.m. still not working I phoned again to be told it would all be working by 5p.m. that same day not so at all. I left a message last night on a comments by text that the service was awful for what we pay to BT. No reply! This has cost me more money in phoning 0800 numbers on the mobile and yet had no choice my phone provider warned me of the costs of using these services before making them. I wasn't aware it would cost more in using 0330 numbers as well until the mobile phone provider told me it does. In 5 mins it had cost me £15 in calls on my mobile in which I could not use the landline due to the faults. Today an engineer called outside my house to look for the fault down the hole then knocked my door to check my line indoors as he could not find the fault. That was working o.k. I told him had he been up the pole he answered no but not keen on it. He went up the pole then said he found it after checking again down the hole and it was badly wired by previous engineers and the cause of the faults. It does not take the brain of Einstein but surely the engineers should have checked this last week after the intial tests in the exchange not today when they found the fault. Until today they had never come near it and yet the website on the 3rd day of reporting it clearly shown it is near the house. The whole service needs a good shakeup. The wrong information by staff in not understanding what the customer is saying that comes from India is not helpful at all and the cause of so many errors made in BT. It is the same as trying to understand a broad Scots accent to us Southerners. So we do need a better speaking and understanding with the person from customer services and a better service from engineers who have wasted 8 days in searching for a fault so close too my home without checking first down the hole. The service is deplorable and deserve a lot better for the amount we are charged for the services ot do we all go back to using the tom tom again to have better contact. BT are a joke! Last night I spoke to an Indian lady very nice but again her English was not clear at all and she could not understand me very well either. I had ben sent a strong letter that I owed £37.68 in which was agreed to pay from standing order on 14th May and the letter was stating if I did not pay it immediately I would have my services cut. The lady apologised for the letter who stated it should never had ben sent as it was reported a fault and clearly stated it was being paid on the 14th.when it was due. I had to ask her to take the ref number and record in wrtiting what had ben said. Then she started typing whilst on the phone. Staff cannot remember conversations made and this shoul,d have been done without asking for it to be recorded whilst on the phone! BT will lose a lot of custom, if not improve their services as we all will go to a better service!

Leave a Reply

Your email address will not be published. Required fields are marked *