3,590 Customer Reviews over 359 pages
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- Location
- Stuminster Marshall
- Reviewing
- BT
- Date
- 2014-07-02
- Comments
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Finally our speed is around 15mb from 7mb. which is excellent for our area
- Location
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- Location
- Surrey
- Reviewing
- BT
- Date
- 2014-07-01
- Comments
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I have ordered the BT Infinity 2 package. The BT engineer did not turn up and their customer service person was really rude with his 'Im sorry but this is not our fault' and I can wait another 2 weeks+ for the engineer - and even than he cannot guarantee that they will show up...That is the best he can do! Real time waster and cannot believe that this sort of trading is allowed. They hold me as a hostage now as Im still within a contract with my phone line and it is quite expensive to break the contract (£96 I think they said). Nice one BT! I could rant forever but hey ho - lets move on and take my customs somewhere else and leave as many negative reviews all over the internet instead :) I cannot comment on the actual speed and reliability of service (for obvious reasons) so gave them an estimated 1 star (expected average :)
- Location
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- Location
- Gloucestershire
- Reviewing
- BT
- Date
- 2014-06-28
- Location
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- Location
- Cardiff
- Reviewing
- BT
- Date
- 2014-06-26
- Comments
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I moved from Virgin to BT about 4 years ago, everything was fine then I upgrade to infinity and my problems started ok I live very near to exchange so when my Broadband works I get 55 - 60 mb download speeds but it never stays consistent it continually drops off, consistent complaining to BT found it was my BT Vision box as it is hard wired when it downloads or updates it stops the Wifi signal hence drop off on ipad .. Apple TV .. Laptop etc !! If you can ask them to upgrade to the newer youview box (don't pay for it) also check what else you have plugged into your hub it may also be affecting when updating .. So not all bad but service is still shocking ... And probably I will be back on the phone to BT soon when the you view box starts to develop faults !!!
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2014-06-23
- Comments
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My following comments are not really about the reliability or the quality of BT's products, but more so to do with what happens when something goes wrong, for example, when suddenly none of your phones work and your broadband works intermittently. The "offshore" service, on this occasion, were absolutely useless. The young lady, from somewhere in India, whilst irritatingly polite, (mentioning my surname a minimum of five times in one sentence), never seemed to offer and straight answers to any of my questions and yet,skilfully skirted around them, with well rehearsed "scare tactics," suggesting that I would be charged £120, should the engineer discover that it's not BT's fault. Never got any satisfaction after a full hour's frustration and aggravation. Eventually, having "had enough," I insisted on being put through to a UK based technical team who talked me through a few checks. Eventually I discovered and corrected, (by process of elimination and from my own skills set),the fault itself. It was a failed ADSL filter, which costed me £1.99 from the local "sells everything" shop. Come on BT, you gotta try harder. If you have to use offshore call centres, then, for goodness sakes, train them properly !
- Location
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- Location
- Isle of Wight
- Reviewing
- BT
- Date
- 2014-06-17
- Comments
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When you compare notes, the BT con-artists use similar tricks; they blame: the socket, the ADSL filter, the telephone, your device, indeed everything possible to avoid fixing their own sub standard, poorly maintained equipment. 50 minutes yesterday spent convincing some Indian bloke that the line was faulty, and I would guess that his diagnostic tool could have indicated that within seconds. Download speed (!) of 0.13 mbps, when we expect to receive 6mbps, and are supposedly supplied with 12 mbps. Now the phone line is very crackly again, and the B T 0.5 wit attempts to persuade me that that my phone is to blame, and offers a new filter. I install a replacement filter; no improvement. The phone line runs along an untrimmed hedge, and is about thirty years old. Two years ago they replaced a short length....
- Location
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- Location
- Huntingdon
- Reviewing
- BT
- Date
- 2014-06-17
- Location
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- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2014-06-16
- Comments
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We've had telephone lines and broadband installed at work. BT are appalling to deal with. The first engineer, a gentleman with a Chinese appearance was very good, staying late into the evening to get lines connected but we needed another line installed into the building which he was not trained to do,. Along comes another engineer who looked at what was needed, decided in 2 minutes he could not do it, walled off and told his boss he was unable to get access to our office suit-a complete lie, the next didn't even knock on the office door, he just said he could not get access. Then we were to have 3 lines going to one phone number but at present 1 line goes to that number so if we are on the phone no one can call us. The salesman now doesn't answer emails or call. So here we are 2 months on still without the correct work and without anyone having a care about it. Any suggestions on how we get BT to do the job they said they could so?
- Location
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- Location
- Devon
- Reviewing
- BT
- Date
- 2014-06-13
- Comments
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What is wrong with BT Broadband Customer Care?
More appropriately, BT Customer Care ought to be called the BT Customer Barrier. Its primary function is to defend BT from the problems its customers may be having and its fundamental ethos is that the customer is always wrong. They are the masters of the Dismissive Fob-Off.
This is made abundantly clear at the point of initial contact, its internet pages, where the first thing to greet you is the statement that most faults occur within the customer’s own infrastructure. This bizarre assumption is carried right through the extensive faults procedure where each step is directed remorselessly toward persuading the customer to find and fix a fault that without further investigation is undoubtedly on their own premises and of their own making; BT does not admit that faults might occur outside of customer premises or make provision for those who are competent enough to have already carried out these basic checks and want to move on. Neither is there a clear onward step for BT to take ownership of a reported fault after the checking procedure has been completed – again there is an assumption that all faults are the responsibility of the customer. For a persistent customer it leaves the complaints procedure as the only option to progress.
The complaints procedure is another mechanism dominated by the customer-is-always-wrong ethos. The first thing a customer service operator will do is to insist a customer go through the same step by step procedure covered by its internet pages, regardless of whether or not the customer has already done this. Presumably the operator is trained to believe that the customer is incompetent. There is a pre-scripted, condescending and belittling conversation that follows which often involves the customer service operator magically changing from a care representative into a sales representative, offering new packages and various pieces of equipment that he is almost sure will cure the fault. The last resort, if a customer manages to stand firm and turn down all these alluring offers, is for the operator to reassure the customer that everything will be all right if they just be patient and give it a couple of weeks. Then it’s goodbye.
During the lifetime of a fault this procedure will repeat itself several times and each time the customer service operator will behave as if it were the first. BT appears to have no method of gathering useful retrievable information about a specific complaint or sharing it between operators. Eventually frustration and anger from a customer will lead to elevation where the customer is promised a call-back from a BT engineer. Call-backs from BT engineers are not lightly won.
If you are lucky to be promised a call-back you will be given a time slot and an automatic telephoned reminder first thing in the morning while you are still in bed. A pre-recorded voice message from a hugely condescending and suspiciously sceptic female will make sure you are awake and ready for your call, which may not be for several hours. If you are very lucky your call-back will be made, but often they are delayed or forgotten or have not been booked at all. And, of course, it will be your fault.
I know all this because I have been through it on more than one occasion. My latest battering against the BT Customer Barrier began four or five weeks ago after I had meticulously carried out my own checks. For some months I had noticed that BT broadband was either dropping out completely or reducing strength to download speeds that were unusable, sometimes as low as 0.01mbps, but mostly between 1 and 2. This always seemed to coincide with peak times when my BT contract assured me my signal would not fall below 5 or 6. My own checks consisted first of looking closely at my wifi which at the time admittedly was quite weak. I installed a wifi repeater which boosted the signal but did not resolve the problem so I changed my phone filters but this did not resolve the problem either. I tested the line using quiet mode but there was no noise on the line, I changed my router, I repositioned my router, I changed to Ethernet and used only the BT service socket cutting out all intermediate infrastructure in my home, and I tried all of the above whilst turning on and off various devices I thought might affect my broadband signal. Nothing solved the problem.
At this point I fully believed I had covered every possible self-check known to man, but BT felt differently and tried to make me go through them all again. BT then told me it was my router, which I knew it wasn’t, and that I would have to buy a new one, which I already had, so I declined; then they told me that most probably there was work going on in the area that I did not know about, but neither did the operator because when I asked him about it he admitted he did not know if there was work going on in the area or not. I actually admire him for making that bit up; it showed a spark of spirit. Eventually he told me everything would be all right if I was patient and to wait a couple of weeks, and then he said goodbye.
Everything was not all right and after two more weeks, two more emails and two more conversations that had to begin from scratch because BT had forgotten everything I’d said previously, I eventually won my call-back from a BT engineer and an agreed time slot. Only it didn’t happen. I waited for the call but it never came. A call did come, nearly an hour after the allotted time slot, but I was not there having already given up waiting for it. And of course, that was my fault again.
So, what is wrong with BT Customer Care? Well, just about everything to be honest. It is fundamentally flawed from top to bottom. It has a preconceived conviction that the customer is always wrong and does nothing to hide that conviction. From a customer perspective it is like trying to swim up a waterfall. They make you feel so small. BT Customer Care needs dismantling and rebuilding from scratch, it is an appalling, abhorrent and arrogant organisation that ought to be banned from having the name British in its title; I am pro-European and British, and I am ashamed that BT Customer Care can use the same designation, which is less confrontational than it sounds given that it is mostly located in India. It has become the benchmark by which all poor customer service in Britain is measured by, a level of incompetence to avoid. It’s no coincidence that other internet service providers make a major selling point of not having the same customer service setup as BT.
Eventually my call-back came after weeks of trying and BT agreed to monitor my broadband speed to see themselves what was happening – an appropriate course of action I suggested at the outset. No apology because, naturally, I had been wrong to suggest it and it had only become the correct thing to do when they thought of it. They agreed to monitor my broadband speed and to call me back after three days. After only one day I received an email saying that I should monitor my own speed and send them the results. I pointed out that I had already done so, several weeks earlier. I sent them new results. In all the speed test results sent to BT a clear pattern of drop-out and poor signal strength at regular times during the day were obvious. BT then took to calling me back at times when they knew my signal would not be dropping and asking me to run a speed test, thereby proving I was wrong about having a fault on my line.
Fault or no fault, BT Broadband remains unusable for around two hours per day. When this current contract ends I shall be looking for a new provider.
- Location
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- Location
- Milton Keynes
- Reviewing
- BT
- Date
- 2014-06-12
- Comments
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DO NOT USE THIS RUBBISH COMPANY!
Internet speed in evening is so slow. Try to call them to sort it loads if times, always rude, always trying to pretend its due to the wireless connection. Their staff are basically blagging it. If it was wireless it would be all the time. It's clearly some form of throttling.
Bottom line is they just say the speed is fine and are only willing to send an engineer out during the day when the problem isn't then.
They are basically getting £30 a month for nothing as I only really want the internet in the evening. Speeds are often 0.3mbs in evening.
Avoid like the plague. I certainly will even be a customer of theirs again. As I wilL have to pay some hefty price to get out of them and get sky back in. As they have point blank refused to cancel the contract.
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