Comments on BT Customer Service Complaints - Submit Your Complaint: About BT Complaints

We have had no problems with our telephone service...

2011-09-18T21:03:38.339+01:00

We have had no problems with our telephone service until this week when BT's Openreach van appeared in our street. The engineers had every manhole cover open pulling wires out and doing goodness knows what...this went on for two days. Now we are unable to use our telephone due to the horrendous crackle on the line. I called BT and was told they could not help as we were with a different provider. I explained that it was due to their Engineers that we now have a problem. I was told to call my own provider (based in India) and was advised that if I need an engineer called out that I would be charged over £100!!! They are unable to repair the damage and we are going around in circles getting nowhere and unable to use our phone. Openreach do not speak to the public so where do we go from here, BT will do NOTHING to help sort this out. DISGUSTED!

i have just looked over my bills for rhe past 12mo...

2011-08-31T10:55:26.167+01:00

i have just looked over my bills for rhe past 12months and noticed i have been over charged by over £200!!!! i have fiber optic broadband with them costing £25 a month and i also pay £4.50 a month for line rental and free UK callls anytime. after looking over my bills for somereason the calls they i have made have been internet calls and i have been charged extorcinate amounts for them. im currently on the phone to bt and they said that i should have two phones!!!! Who the hell wouldhave to house phones???? stay away from BT!!!

i made a complaint on here yesterday, and, after r...

2011-07-20T11:44:42.307+01:00

i made a complaint on here yesterday, and, after reading some of these other complaints i feel its time BT closed down forever.
my husband and i are disabled and since leaving BT now enjoy friendly and caring service from SKY. what a difference. they dont mock or abuse us like BT did and they understand the struggles we go through on very limited income.
best thing we ever did, and dont get me started on the crap BT callcentres and idiot operators.
BT want us to return to them, would you willingly return to the abuse? we are very happy now with SKY.

14yrs ago bt moved a telegraph pole from our garde...

2011-07-13T12:40:08.611+01:00

14yrs ago bt moved a telegraph pole from our garden onto a public verge in doing so they moved two wires into the limbs of a tree previously the route of the wires had a free run now the tree needs topped i have asked O/R to trim the limbs around their wires they refuse saying that the law is on their side under a term FLY WIRE and that when we top the tree and cause any damage WE will have to pay we i pointed out that BT had put the wire in harms way and not us we have been quoted £200 to trim the tree the cost being due to the BT wires.

Where do we go now.

Does anyone share the following complaint. I was ...

2011-06-28T21:40:57.917+01:00

Does anyone share the following complaint. I was a BT customer for 3 years at a previous address a large 3 bed property where I lived with my family until recently and from where we ran a small business with two reception rooms that served as dedicated ‘offices’ which required three full time workers. Approximately 6 months ago we moved the company out to a new business address (phones with Talktalk!) and my family moved to a new address. The result of this means that during the day the new property is now empty, whereas before the move, staff used our BT broadband account throughout the day as well as the family in the evenings.

Despite these changes to our household and our reduced broadband usage (but no change to either our typical evening usage or the BT package), we have for the last four months managed to EXCEED our limit and have been charged accordingly. We have said repeatedly to BT that this is impossible as we no longer run a business from this property and as such we had anticipated that our usage would have significantly reduced. BT however will not listen to any of this and despite conversations with their support staff, they insist our increased usage has caused the additional costs. Incredibly at about the same time as this all started to happen, I have been inundated by BT with offers to ‘upgrade’ to the fibre broadband with no monthly limits. Coincidence surely?

I have mentioned this to colleagues and on more than one occasion have been told about problems with a BT service called BTfon and the possibility of this being the cause through other people ‘high-jacking’ our broadband.

Any comments or suggestions appreciated

To upset to explain to whats really happened its l...

2011-06-22T11:12:20.478+01:00

To upset to explain to whats really happened its like being on the moon 2 business lines no new leads in 2 years KEEP WELL CLEAR OF BT AND THE SOFT SELL THEY WILL BANKRUPT YOU what happened to BUZBY

This company BT is above the law dont go to Otelo ...

2011-06-22T10:50:42.852+01:00

This company BT is above the law dont go to Otelo they love to send you there when you feel no one is listening to your complaints. I have been to the top of this organisation they all back each other up a closed society working within. Going back to Otelo the average payout is £110 and the max is £5000 which is never paid out BT hide behind this organisation by the way these rates of compensation were advised 25 years ago and have not altered and if you accept Otelos ruling you will not be able to sue for damages in county court. My advice is to go for £100000 min compensation in small claims court county court it will cost you nearly £700 for the summons money very well spent. The judge will always find in your favour make sure you have all the documentary evidence of events and time without phone or internet believe this company is horrible to its clients the sevice is none existant. you can never pin down who you last spoke to and when it gets rough they send you to India or Philipines but make sure they receive a payment what ever you are suffering
MP's have been slow to regulate this giant. It is not asking a lot to at least give you a number who you have spoken too i can understand why no names are provided
only the top dogs in the organisation who are too busy counting there salary to bother with you who then pass you on to the same people who have caused the problems and you still cant get a business call.My advice stay clear of BT they will bankrupt you NEVER NEVER AGAIN STAY CLEAR ALL THESE COMPLAINTS ABOVE MINE CANT BE WRONG. It is like being on the moon what happened to BUZBY

In April, My disabled husband moved from one NURSI...

2011-06-12T23:16:09.149+01:00

In April, My disabled husband moved from one NURSING home to another. Now, He has all his marbles, he is just physically and verbally disabled due to Multiple Sclerosis. He runs his own computer, banks and shops on line and keeps in touch with family & friends thro his emails. So you can see this is a life line for him.
When he moved into his new room at the new home, he requested from BT that he have a line installed as there was none in the room. No problem. Very efficient staff set everything in motion, inc, as a broadband customer the instalation free of charge.Engineer booked for 17th May 2011. Engineer called. Threw a strop and stormed off. Manager of nursing home registered a complaint with Ofcom. Despite asking a new engineer to call within 24 hrs. Another apt. was booked for 24th. On the 24th May engineer called connected new line,to an existing phone point BEHIND a wardrobe.When the elderly, clearly disabled gentleman asked about putting the phone socket in a more acsessable place.I.e. beside his computer table!!! This WAS for an existing broadband customer!. The gentleman was told that it wasn't the engineers job.
An appointment was also booked for the 8th June. When no engineer had arrived by 6.30pm that evening, his relatives contcted BT.To be told that it wasn't actually an engineers visit but an external operation.
To date, this gentleman is unable to accsess his phone socket to connect his phone line to his BT hub to activate his broadband. He can not connect his BT Vision. All this he has been paying for since May.
When his wife contacts BT on his behalf, they just keep appologising and passing her from one number to another. And giving her numbers to call. This is blatent discrimination towards an elderly disabled gentleman. He may have lost his power of speech, but NOT his marbles. Who in their right mind, would leave a phone socket behind a wardrobe, for anyone, let alone a disabled customer. Please put it right ASAP.

BT sold me vision but I said I would only buy it i...

2011-06-10T16:37:38.556+01:00

BT sold me vision but I said I would only buy it if it had free view HD the sails lady said the box was always updating itself and would have shortly, with this I went ahead and got the vision.
Since then I found out my box dose not have the decoders for free view HD there for will never get it.
When I tried to cancel they said i was bound by contract and basicley said tough, I think it is wronge and the next chance I get im going with talk talk if this prob is not resolved.
I was a good customer but this is disgusting.

I am in my seventies. I am not stupid !!!! I have ...

2011-05-10T18:25:16.531+01:00

I am in my seventies. I am not stupid !!!!
I have a BT total Broadband Option 2 account which is due to run out tomorrow.

I rang BT on Sunday 8th to discuss what they could offer me from the 11th.
I was told more than once that I could have exactly the same as I have at the moment.

This includes the following:-
Broadband at £14 a month and Landline £13.60. It also includes Internet phone (softphone) and hub phone for free evening and week-end calls.

I was offered a new hub after asking for one and was asked if I would have gone elsewhere, had I been refused.

I said I might have done.

I went through this new offer, line by line, with my son, telling him we could keep the softphone etc. I then went through it again with BT with my son standing beside me.
I ticked off my requirements as I was talking to BT
so my son could see I had checked the deal and agreed the contract.

By the time I accepted this, the line rental had gone up 30p but Broadband had been reduced to £11 instead of £14. I was a happy customer.

Later on Sunday, an e-mail told me the Broadband Talk account was closed.

Looking further into this, I could see the new hub didn't have a stand for my hub phone.

Yesterday morning I rang BT to cancel it and to complain that my BT Broadband Talk had been cancelled.

I was put in touch with a girl, who put me through to a boy, who put me through to a foreign girl, who promised to look into it and ring me back. I asked how long that would be as I wanted to go shopping. I wanted a shower first and couldn't do either whilst waiting. She said she would take 10 minutes.

My original call started at 8.0 a.m. and finished approximately 8.30.

I waited two hours but still heard nothing so went shopping.

I returned at 2.0p.m., still nothing.

I rang BT again about 4.p.m.
I spoke to a girl, who put me in touch with a boy who put me in touch with a girl.

This girl agreed with me that my case didn't seem right. She said she would have a word with her Manager, but another girl came on the phone.

I asked where the Manager was and she said busy. She offered to check out the whole matter. I told her I was exhausted after speaking to 7 people about the issue in one day. We all know what happens, we have to keep repeating the story time after time, after time.

She said she would ring me after looking into this. I told her straight I didn't trust anyone in BT any longer.

She promised she WOULD ring me today. I took her name and recorded the time of 4.36 that we terminated that call.

Today she rang and said she had had a word with her bosses and it would be corrected.
This is where we differ as within the next 5 minutes she rang me again and started to ask all sorts of questions as to what I used my softphone and hub phone for.

I asked why all this cross examination when she had said my Broadband talk would be re-instated. She said she didn't say that, she had said it was likely.

When cross examining me, she put a specific question to me regarding international calls, asking if I used the phones for them.

I replied that we didn't make international calls and that actually we had let BT off a charge of 68p before.

Then came the decision by her bosses, that they couldn't re-connect my Broadband Talk as it was being phased out.!!!

The change of mind was as quick as that !!

I'm furious !!!

I have pointed out that to do what BT have done is a breach of contract and that they can't agree to something, telling me my new contract has been activated and then want to alter the terms.

BT might be a giant company, but I am prepared to take necessary steps to make them accountable.

It is So disgusting.

10.5.2011.

I moved house November 26th 2010 and cancelled BT ...

2011-04-21T16:05:53.637+01:00

I moved house November 26th 2010 and cancelled BT and paid up to when I left no mention made of cancelations fee my new home has a SKY package
I have had Advantis Credit on behalf of BT asking for money and threatening my credit rating
BT have been trying to charge me for line rental and calls and also a cancelations fee and sending the letters to my previous address how stupid How can I be charged for a line I don't have in a house I don't have and expect me to receive letters sent to the wrong place
So far I have made 6 calls have put on hold for half an hour , hung up on spoken to a scottish woman I could barely understand and two Indian gentlemen who assured me I didn't owe anything and they had sorted this out
Come on bully boy BT this no way to treat customers you do not have a monopoly you are just trying to sqeeze more money out of people word of mouth is a powerful tool and your reputation Is going down the pan in these troubled time I hope you and your staff get their comeuppance

Comforting to know I am not alone in my dislike of...

2011-04-16T10:50:41.425+01:00

Comforting to know I am not alone in my dislike of BT. I ahve been a loyal customer for 24 years and I have always been responsible for the bill. Last month a bill arrived addressed to a MR and had overcharde me for use of internet. I pay a monthly package which they say I had exceeded by £60, I have had it for years and never exceeded it before except when my son were home and this was only by a small amount. I rang them and first they refused to talk to me as I was not mister, after arguing with a man from India he hung up on me, so I rang again and got told under data protection they couldn't speak to me as I wasn't MR. ie xpaliend I pay standing order from my account and I was Mrs. No joy so emailed the compaints department and an irish lady did ring me back and started quoting data protectiona gain, when I said right who do I return this bill too as it clearly isn't mine she decided to take my complaint. Said it wasn;t her deaprtment and she would get the techincal department to ring back. i demanded I have someone who speaks and understands english ring me. Nobody did so i emailed again and got a very curt response from a man. he said I had used it end of story and if I wasn't happy it was a police matter. i emailed back and said expalin how I have used it and asked for his seniour managers name and contact number, that was over a week ago and no repsonse.I have emailed several times and again no response. I pay by standing order which they have increased by 25 a month to cover a bill that I was already in credit with and tell me if I cancel they will take me to court. I have had enough of them and want to move but again they say I cant without there permission.Anybody got any ideas. My friend is a solicitor so I was thinking of asking him to draft a letter.

My problem is on going, it seems like it will just...

2011-04-07T22:59:40.678+01:00

My problem is on going, it seems like it will just never end, i don't know what to do, in fact it's got to the point where i'm thinking shall i move house just to be on a different line so the problem might go away.Several months ago the line was terrible for weeks (loud crackling) then it stopped for good.They sent out an engineer he did nothing but wipe out the white plastic box and change the cover, then they charged me £125, after much arguing they waved it.

But the crackling is back, internet is on and off.Letter sent by recorded mail and no replys.UNBELIEVABLE!

Jut had a response to a complaint about BT's i...

2011-04-07T13:00:14.099+01:00

Jut had a response to a complaint about BT's inability to transfer a line or process an order without losing. It's utterly unintelligible, illiterate even:

"When a customer has service in their name and another customer can wants service , then either the existing customer needs to cancel service in their name and when service is stopped the new customer applies in their name and it takes 2 working days to complete this.

Ironically this comes from someone describing himself as a "Digital Care Advisor"

Where do I start, our bt vision has been of for se...

2011-04-04T15:20:35.093+01:00

Where do I start, our bt vision has been of for seven days this time it has been of for two and three days at different times since we signed up for this garbage six months ago.A technician came on friday we were told it would be fixed today monday,its still not working.I phoned bt spoke to the supervisor was told he could fix it didnt.All in All the worst service without a doubt I have ever had the misfortune to have any sort of dealings with.Why should we be paying for a truly terrible service that we dont even get.If there is anybody thinking of joining bt please dont its not worth the money or frustation.

I was sent a bill that my ex-wife ran up. I paid t...

2011-04-02T16:31:31.005+01:00

I was sent a bill that my ex-wife ran up. I paid this bill but had since moved and had a new telephone number. BT suspended my number. I rang BT and explained I had paid the bill for the old number and they promised to reinstate my number within 24 hours, 2 days later I again contacted them, they appologised and promised to reinstate me within 2 hours, next day I again contacted them they again appologised and again was promised 2 hour connection. On Friday I contacted them again and yet again the same promise was made but by this time there was another bill outstanding of £24.+ afew pence I paid this immediately. Saturday morning still no reconnection and again I was promised 2 hours,and was also promised there would be no reconnection fees, in the afternoon I again contacted them firstly speaking to an operative when I asked to speak to a superviser he cut me off. I rang back spoke to a superviser who said he would be a minute and again cut me off. I rang back again and spoke to an operaative with a surly manner who told me I would be reconnected in 24 hours but there were reconeection fees, whan I explained that this morning I was promised it would be on in two hours by a nother lady operative his reply was'' well thats her problem not mine'' BT are the worst company ever and all I got was promises promises...... please someone buy then out and start giving a service

last year, we moved broadband internet provider du...

2011-04-01T19:31:17.794+01:00

last year, we moved broadband internet provider due to the appalling BT customer service. Although the same problem occurred when connecting to O2, our new provider, listened and understood the problem, sent out an engineer and resolved the problem. Their support services are based in the UK, something we took into consideration when searching for a new provider, having experienced the communication difficulties with BT Indian call centres and their inability to resolve or understand problems without going through set protocals unrelated and repeated every time you call. We have had the unfortunate experience of having to contact BT faults again because of problems with our landline and again had to speak to India, and would have had to contact another number until I complained when amazingly they can arrange a four hour time slot for an engineer to attend the problem. I have advised them that there is a health and safety hazard of tripping on their BT telephone wire external to our house over an access and egress area however they are willing to accept this risk. Needless to say it was the indian call centre I was forced to deal with and this includes their customer service. I was advised by the call centre operator that if I was lucky I might get connectectd to the UK. Our pervious experience with them has shown us that the only time you get to speak to the UK operatives is if you plan to cancel your contract. we are now seriously condsidering using a new provider despite having been BT customers for over 30 years. Loyalty does not pay!

Residential line incorrectly cut off by BT on 23 F...

2011-03-29T10:51:06.309+01:00

Residential line incorrectly cut off by BT on 23 Feb 2011 despite payment being made MONTHS before on 31 Dec 2010.
We have provided copies of bank statements, then details of the sort and acc numbers paid to.
Today we've been told that it will take 14 to 21 days to "investigate", so no service for 2.5 months, no prospect of a telephone working before mid April.
Never be tempted back to BT, any other operator is better. I can't complain about my business phones as we now all use VIOP completely independent of BT.

BT is the worst phone company in the UK, total jok...

2011-03-25T10:07:35.034Z

BT is the worst phone company in the UK, total joke and nobody knows whats going on or how to fix my broadband

I HATE BT. Isn't if funny how when they want...

2011-03-15T12:29:09.072Z

I HATE BT.

Isn't if funny how when they want to sell you something, it's a call from someone in the UK that can speak basic English, but if you want to make a complaint, the best you get is someone in India that says the same thing over and over again like a robot.

Get a problem on your broadband connection, get ready to spend many frustrating hours on the phone. I am not an idiot. I was a network manager. I can work out when there is an actual fault.

Day 1, spend an hour on the phone speaking pigeon English to a "level 1 support person" asking rather stupid questions that have no relation to the actual problem.

Day 2, go through the whole thing again.

Day 3, get put through to a "level 2 support person" (level 2 people seem to speak slightly better English), and get told what I all ready know, THERE IS A FAULT. I'm told he will arrange for an engineer to visit within 48 hours.

Huummmm....getting near the end of the 48 hours, so I hold my breath and decide to phone Customer Services. HA! Think again. I end up at the same place where I started, speaking to someone in sunny India. I'm told that the "level 2 support person" was unable to make an appointment for the engineer to visit.

This is where I do my best not to shout obscenities across continents. She eventually promises to make the arrangements. I ask for a number in the UK that I can call to complain. She tells me that THERE IS NOT A COMPLAINTS DEPARTMENT IN THE UK!

I get through to the complaints department in India. What good is that? I want to make somebody suffer! I want to shout at a BT fat cat manager, not cheap cannon fodder! Just wait till they phone me up again wanting to sell me another crap service.............

I HATE BT!

I'm trying to cancel a business broadband acco...

2011-03-10T11:08:19.756Z

I'm trying to cancel a business broadband account but on all the numbers I have tried to cancel the phone just rings and rings and no one answers what crap service... Infact the crap service is part of the reason for leaving BT...

they changed the local exchange to ADSL2+ and our download speed went down from 4.5meg to 1.1meg and after multiple calls to broadband help and line tests etc,etc (and being told it was our fault of course... even though we'd changed nothing) they have only managed to get me back upto 2meg. The router is a business class adsl2+ router and is on latest firmware... and has always worked fab... until they messed with our local exchange!!

poor poor service and now I cant even get trought to anyone to cancel it!! its £60 a month for our network ADSL...

I have been with BT for 2 years and have just been...

2011-03-05T13:24:34.565Z

I have been with BT for 2 years and have just been able to cope with a speed of 90kbps as you can expect I cant watch videos on-line and take a very long time to download stuff. So a month or so back I started to investigate why after many phone calls and you tube videos I managed to increase the speed of our internet without any intervention from BT. After a month or so off enjoying speeds of 2.5mb my speeds have been restricted to 100kbps and fluctuates to 1.5mb every so often. I might add I am with option 3 and is the start of the month so may usage has reset. WTF is up with them their customer service is shocking and every time they ring up they tell me exactly the same thing thats it all my fault and should sort it out yourself fuck you BT screw you

I fucking hate BT - should be called Indian Teleco...

2011-02-28T15:30:50.150Z

I fucking hate BT - should be called Indian Telecom!

Dear Bt, Please take this as conformation I am ter...

2011-02-28T09:11:19.959Z

Dear Bt,
Please take this as conformation I am terminating my vision contract with immediate effect!
This service I have recieved over the last 2 months has been nothing short or disgraceful!
I ordered a home movers pack for the 16th dec 2010, you couldn't re connect me until the 19th jan 2011, which I thought was a long time but was happy to bide my time!
The phone line and Internet were connected on the 19th as planned but still now on the 26th Feb 2011 I am without my vision. This is an utter joke and it's only within the last few days after several probably more and numerous hours waiting in queues you are trying to do something about it.
2 possibly 3 weeks ago I threatened to terminate my contract which I believe was due to end in feb? And I was assured by a member of your team this issue would be resolved by the following weekend! It wasn't so again I phoned last week and said if by Friday it still wasn't resolved that was it! Again I spoke with someone Friday who assured my that it takes 24 hrs to complete the order and for the speeds to sort themselves out and that by sat morning it would definately be working. Well it isn't I spoke to a lady for an hour yesterday trying to sort it out and again last night the lady said someone would call at 8am to speak before I went to work! I have recieved no call no email and more importantly I have no vision! I have a young family and Im a busy person! I don't have time to sit on the phone all evening and weekend. If someone wants to call me regarding this issue please do on.......

Regards Dan Chillingworth.
Vol011-46351871525

Ps to rub insult into injury you charged me 37.99 for cancelling my contract something I never did I ordered a home move!!!!!! Hence the reason me cancelling my direct debit.
So I expect that to be deducted from my next bill
Mr Chillingworth.
I couldn't agree more with so many of these comments on here. You get passed around so many times to different departments! Does anyone at bt know how to deal with a problem?
The money this company must make surely they could employ some competent staff!
I'm heading back to sky too.
I suppose it's true you get what you pay for!

This is my first complaint but i feel i must say s...

2011-02-25T18:10:03.739Z

This is my first complaint but i feel i must say something .My fatherinlaw has just been on the phone he has just delivered 1100 bt phone books in the scottish borders . For all his hard work running to pick the books up and delivering them less petrol money he is left with £25 . SHAME ON YOU