Contract up for renewal, no mention of having to renew being charged a ridiculously high bill of £167.92, this also included some works being carried for free & an insanely high internet bill on the month. I ask to cancel and am told no more bills will come out.
Maintenance costs are refunded and then to my horror having another bill for £167.92 the following month. 30 day cancellation period i'm told having to pay an additional month.
1/ Charged twice on free maintenance works.
2/ Lied to initially on cancelling
3/ Explained that I'm taking over the bills for a grieving mother, father passed away.
Thanks BT, honestly wouldn't be surprised if I receive another bill after switching provider.
Review by Eleuteria1 month ago
It’s a shame you can’t give negative stars because that’s what BT deserve.
They do not deserve the bare minimum of. 20% trusted company.
Having just switched away from them I can safely say they are an utterly appalling company in terms of the service provided and the customer service provided.
The internet speed was constantly slow, the WiFi signal wouldn’t reach a room no more than 5 meters away, we had to plug an Ethernet cable into a laptop and the router to boost the signal strength because they only guarantee internet speed and not WiFi speed. In this day and age when everything is portably with WiFi connections that in itself is laughable. The customer services would constantly argue with us that the speed was fine and say if an engineer was sent out we’d have to pay if they found no problem, catch 22 straight away as we’re not engineers so we can’t prove where the problem lies. The router they provided is notoriously shocking and restrictive on speed and devices. The amazon Firestick which was centimetres away from the router would constantly buffer, same as watching anything on a tablet on the same room.
I doubt there is any stronger way for me to urge anyone thinking of joining BT for internet (or any other services) to NOT DO IT. They just don’t care, they have a very very poor understanding of customer service and an even weaker one of service provision.
Avoid like the plague.
Review by Radwa2 months ago
I have used Outlook to connect to my BT email for probably 20 years.
I have several BT email addresses. Over the last few weeks I have had several failures where my mail client cannot connect to the BT mail server via POP3 or IMAP to download my emails. This happens to one account at a time - not all of them. Phoning BT they say they only support the webmail access, and do not even accept there is a fault. My experience is that after 24hrs it probably starts working again (when they happen to reboot the server). I find this service and BT's failure to accept that it is their servers that are at fault totally unacceptable. The only thing that stops me moving my email (and probably my entire broadband service) elsewhere is that I don't want to change my email address that is known to all my friends and contacts, and is associated with many on-line accounts.
BT really need to change their attitude to support access by external clients to their email servers via POP3 or IMAP. As far as I am concerned, this is the service, not the webmail access.
Review by Pxb Matuszewska2 months ago
Email is Absolutely awful, like going backwards, what on earth are a company like bt doing associating themselves with this rubbish.
Review by Pierlens2 months ago
Like others I to have been having terrible problems with the new BT mail.
Sometimes it takes ages to load and often it won't load at all.
One of my major problems comes when trying to compose an email. Even a short email is constantly being interrupted with error messages. And today I had 99+ drafts of the same 4 line email!!
When I delete them they reappear as drafts when I next sign in!
I had two BT broadband accounts but ditched one for Virgin broadband and phone and the service and product is miles better. The reason for keeping BT broadband is to keep my email address and for BT sport, but if this continues I will start moving across to my Virgin account and get rid of BT for good.
Review by ChelleC2 months ago
Very unhelpful once you have signed up. I was passed to another department on a call after waiting an age and they instantly hung up.
Review by Mukundan3 months ago
Internet had been slow for a few months, checked online and it appeared that the speed had decreased significantly, after going through BT's website (which is a nightmare to traverse) ended up in live chat, after a few minutes of checking, I was informed that there was a fault on the line and that I must agree to possibly paying £130 something pounds, just incase it was actually inside my home, (remembering this tactic from a certain customer based tv program in which they scammed people by lying and telling them the fault was at their end), I refused, I was told the line would not be repaired unless I agreed. I suggested that after being a customer for years, the cheapest option would be to cancel and start a new contract with fully working, checked and with newer equipment broadband, I was told NO. Jack russel mode enabled!, refused to pay for broadband after the scam attempt and not being allowed to end my contract, complained, got a reply saying that £60 "IS BEEN" credited, I asked repeatedly what did they mean by "is been" as it made no sense and never appeared, 6 times the email was repeated, complained again, haven't seen this possible credit?, nor are they getting anymore money till they pull their socks up and reply to the numerous emails sent. they're are plenty of cheaper and better providers of broadband! definately having a look round now, BT it seems have had their day.
Review by Erade Mascherpa3 months ago
The new Bt internet webmail layout 2019 is truly awful. It often freezes, says 'an unexpected error has occurred', everything takes longer and with more clicks - or no clicks at all just sliding the mouse till something happens or something other than what one wanted displays. Worst is when I am in Compose and have typed my email, there is no SEND facility visible. I then have to expand the message screen which takes ages and frequently fails - sending my email into Drafts to try all over again - after clicking on the irritating 'Continue composing this message'. If the Compose message screen decides it will expand (rarely) then SEND (send the message) is visible on the bottom right but it is never otherwise seen. I am 100% dissatisfied.
Review by Gavino3 months ago
IMAP suddenly stopped working two weeks ago, BT support say that because I can access my emails using a web browser they system is working, but they do not support IMAP/POP3 any more so not a issue with them.
If possible never use BT, a totally rubbish firm and terrible support !!
Review by Ginte Hochkins3 months ago
I had 'enjoyed' a btinternet email system for many years. Why, when BT had a user friendly, reliable email service, do they need, without warning, to change to a system that is not user friendly to the point that it does not work. I have requested that I should be able to reload the old format, but without success..... If it ain't broke don't fix it !!
Review by Jayveon3 months ago
BT replaced my BT Mail System yesterday without warning and replaced it with a useless system which does not display the correct received and send dates and has some recent sent and received emails missing. I emailed the CEO of BT last night asking for the old system to be restored and placed the email on the BT Community Forum. BT being ever helpful removed the BT CEO email address and suggested I read through 18 pages and 174 threads of the BT Community Forum to find the answer to my complaints.Definitely 1 star service.See below
Dear Philip Jansen,
Your BT Community Forum moderators are looking after you and removing your email address from my posts.Please find below the 2 posts placed this morning requesting BT return me to the old BT Mail System.
POST NUMBER 1 New BT Mail Layout
To BTCare Community Mod
Thanks for editing my post to remove the BT CEO's email address. I see your point. BT do not want other customers complaining to the BT CEO regarding the useless email system imposed on its customers.
Could you please tell me when I will have my BT mail system restored to the old system in use until yesterday morning as I did not request the new system, and was not informed of the introduction of the new system The new system is not fit for purpose and is seriously disruptimg my work.
As I pointed out in my post and email to the BT CEO I shall not be phoning India to sort this out. I will forward this post to the BT CEO, not because you have done anything wrong, but simply to record that I have requested that the Mail System I signed up for and was using yesterday morning is restored. If I ordered and paid for a pair of trousers online and received a pair of socks Consumer Rights Legislation would say I have a right to have the socks replaced by a pair of trousers. What BT have done is worse than that. They have sneaked into my wardrobe years after I received the trousers and replaced the trousers with a pair of socks with huge holes in them.
Thanks a million,
POST NUMBER 2 New BT Mail Layout
If you are a BT person where did you learn to be a distinguished sage and your post provides no help whatsoever.
No I did not read all of this thread. My complaint is that I should not have this new system imposed on me and certainly not without warning. Suggesting that I read through 18 pages containing 174 threads to decipher why the new system is useless is not helpful. I need an email system throughout the day that works efficiently and I do not have the time to wade through 174 threads in the hope that I will be enlightened on this over complicated system which is not fit for purpose.
Thank you whoever you are for responding but sorry your response does not help
Review by Bafford3 months ago
I would just like to say I Have found my 3 years with BT to be a breath of fresh air compared to my previous experiences with phone/internet companies, some of which have been shocking, it is very reassuring to be able to speak to people who actual care and resolve any issues promptly. I have had a couple of faults with the line during this period but they were sorted out efficiently by good mannered staff at the call centre as well as the engineers who had to replace a line at the pole, they made sure I had a service before leaving my street and acted totally professionally. I also found the introductory offers to be rewarding and very generous.My internet speed is always constant and has never dropped out unlike the service from my previous provider I am surprised at the low rating BT have on Trust Pilot, it does not reflect my personal experience.
Review by Marievic3 months ago
Awful unreliable internet made me lose LP.
Review by Zshawn4 months ago
We just changed providers from Sky to BT. There was a good deal on but never thought we’d have so many problems and be waiting over a month for internet. We’ve had advisers hang up on us, activation dates sent and not been honoured, we’ve been told someone would call us many times and they haven’t- basically just a nightmare!! Just checked reviews and it seems this is the norm for BT. Wish we hadn’t moved from Sky they were brilliant!! DO NOT USE BT
Review by TopGun4 months ago
I have had an on going complaint with BT about problems with my internet for months and it still hasn't been resolved. We've had two engineers out and that seems to have done nothing. It used to work ok but now my speed standing right next to my hub is 0.93Mbps (Using OOKLA - the speed testing app) so you can imagine how slow it is when I am in another room. My husband and I turn off our wifi and use 4G most of the time so I really don't know what we are paying for!! I am still waiting for a call back and have had to ring and chase several times. No one ever calls when they say they will. Customer service is appalling. They have also told me they would give me a three months good will gesture which I still haven't received! I have since found out about EE that does a 4G hub so as soon as I get a call back from BT unless they can resolve this asap I will be moving!
Review by Motoki4 months ago
Latest BT Mail is absolutely rubbish. Advert slide keeps coming over so u cannot easily delete. BT always changing format for changes sake will switch to GMail (which I don't like) but at least I can kiss goodbye to BT. Avoid at all costs
Review by BurstTheBubble Zahainyi4 months ago
Avoid BTinternet email - the system is not secure. All of my inbox was moved to the trash box without warning and, due to the way emails over 7 days old are purged, a number of the emails were then permanently deleted. I tried to get help over the chat system but they had to refer it to a "level 2 team". They called me about 24 hours later and said that they cannot restore emails from the trash box. When I challenged them that this was a system fault at their end they offered me £20 compensation and asked if they could close down the complaint - errr, no! I asked if there was a way that I can back up my inbox locally and they said "no". They are now trying to do a restore of my inbox from the day before the emails were moved (3 days and waiting) but I am not holding my breath... In short - don't keep any emails in your inbox that you may want access to at a later date as they are not secure!!!
Review by Dazzi5 months ago
GROSS DISABILITY DISCRIMINATION FOR 3 YEARS. BT ARE SO BROKE THEY USE FICTIONAL NON SIGNED CONTRACT TO TRY AND EXTORT MONEY FROM THE VULNERABLE. FEE SCHEDULE SENT FOR HARASSING ME AND NEGATIVELY REMARKING IN MY CREDIT FILE FOR 3 YEARS. PLEASE BOYCOTT THESE UNLAWFUL FRAUDULENT COMPANIES. I HAVE!
Review by Kamilla5 months ago
Probably the worst internet provider on the planet. I only get max 300kb sec dl speed. And when i ask bt about it they say its 2mb sec when it leaves the exchange which is 6 miles away. And if i want to leave i have to pay them nearly £400 and pay off the whole 18 month contract.
Online gaming . I think not, lmfao
Review by Naganathan5 months ago
Awful Speed often degrading, Keep rining up and offering new contracts trying to lock us into anohter 18 month long fiasco Promising speeds far greater thasn those mentioned by an actual enginner from BT itself Stating we will never get the speed promised, becaseu our line is not capable of it.. Bt Is not worth the money we pay.
Review by Robeen5 months ago
Moved to a new build flat where BT had the contract for. So reluctantly had to leave Sky ( which I had no problems with). I have the latest superfast fiber Broadband . After a few months I decided to go to the TV package as well. It wasn't explained that I would be taking out another long contract just adding a package on.
Internet often drops out, but the worst problem is the BT Vision box.
after constantly being told I am not connected to the internet, and going through all the usual steps of unplugging resetting ect I am forced to constantly call a call centre where there is a huge language barrier, going through the same procedures. Eventually I get put through to an English speaking person who advises me that because my Router is in a cupboard I would need to buy 2 adaptors at £45 each to get the TV working . After getting these adapters I can honestly say I was ripped off as I still have the same problems. The Tv works for a few weeks, then just goes off for weeks. Sometimes the resetting procedure works sometimes it doesn't. At present it hasn't worked again for the past week, and I simply dont have the energy and Patience to call them, its very frustrating.So I am paying for a service that is rubbish. I keep getting calls to upgrade and pay more then it would all be wonderful. Well I think for £50 a month it should all be wonderful now. Cant wait to leave them at the end of my contract
Review by Jantine6 months ago
Terrible customer service
We put through an address change 3 weeks before moving which didn't go through the system. After attempting 3 times we contacted support. We spoke to a total of 8 different people, none of who could help us or would ring us back when requested. This was even escalated to a case worker who acted the same. We were without internet for 2 weeks which costed us greatly as we both work from home. Beyond frustrating!
Review by Pavelly6 months ago
As with the previous review I would give BT zero stars if I could !
From my fault starting in May I have had 4 separate Engineers, numerous phone calls, and two new hubs.
On a good day with my laptop connected directly by Ethernet cable to the hub I get a connection of +40Mbps download and 12-16Mbps upload.
The Case manager from the 11th June has not carried up any follow up, the last Engineer identified the problem as being in the external connection at the local exchange and didn't enter the property.
Having gone back to having the old dinosaur showing I'm offline I contact BT again and the line has been 'refreshed' again.
Engineer No5 arrives on Monday 1st July- lets hope he can fix it.
I definitely recommend any other provider rather than BT, Talk Talk were terrible but the connection was reliable.
Review by Groen6 months ago
I phoned to report my internet was down, the call was answered instantly by a friendly helpful girl in England who quickly identified the fault. An e mail confirmed that the fault would be fixed in 2 days and it was.
I have left reviews here about awful companies but I cannot fault BT so credit where its due....thanks
Review by Priit8 months ago
Internet speeds vary significantly, the password reset system is painful. No information of who, or how your account is being accessed, just a constant doom loop of password resets. I am now on iteration 15 of my password in 2 months. When you call you just get some poor helpless offshore call centre, who talk you through the reset process and inevitably you end up there again a few weeks later. I can’t wait to cancel my subscription.