I am reviewing a very disappointing episode concerning BT Customer Services. To be clear I am not reviewing or complaining about the Customer Services operative I spoke with, he was doing his best to be helpful, I am complaining about the quality of the call. I rang from a BT mobile, the background noise at the call centre was such that it was like trying to shout over a crowd. To make things worse, for some reason (not the fault of the Customer Services operator) the line faded away to inaudibility. Both myself and BT's member of staff had to shout to be heard. This meant that things needed to be repeated numerous times and it was an altogether unpleasant experience. Added to the above the BT operative is clearly required to try and sell me a better/longer/more expensive contract. Why on earth would I sign up to that when the current line is not up to a basic useable standard? BT, you must do better, much better in this area.

I have tried FIVE TIMES to request a return pack for my BT router, twice by messenger, 3 times by phone. Every time they have blithely promised me that they will action it. Still no pack nearly two months later. meanwhile they continue to send threatening messages saying they will charge me for their own incompetence if I 'fail' to return the router. The problem is that BT don't really invest in customer care because it's not important to them. IF customer care matters to you as a potential customer, avoid BT like the plague. I'm only sorry I had to give them one star.

Left BT recently because of billing issues was told I could leave without any exit fees and then kept selling sending me bills for £200 which was disgusting really they said it was on my account but they kept denying it I didn’t give up I kept pursuing with it it took a lot of my time and effort trying to resolve this got that resolved finally and then they threatened to send bailiffs round to recoup the money that I didn’t owe then I prove that I didn’t owe them anything and now they’re trying to say I owe them for the hub box which was also sent back over two weeks ago I truly believe they’re turning into some kind of sham company that bullies people into paying money they don’t owe anyone that’s with them please cancel your direct debit when cancelling your contract because they will try to take money you don’t owe them

I have mixed feelings about BT mobile phone and internet. On the surface the service is quite good, however, dig little deeper and their customer service is chaotic and inconsistent. Looking at the positive aspects first, buying from BT is a pleasant and easy transaction. There appears to be clarity and some quite decent offers. I was very pleased when transferring my mobile phone account and Internet to them. Everything was transferred exactly as promised and in a fuss free manner. The Mobile phone service has been excellent, I have had no negative issues at all. Coverage is scant in some places near where I live, however, it is gradually improving all the time. Broadband however is where the problems start. I experience frequent lengthy "dropouts". Obviously I fully accept that there are times when the weather etc plays a part and BT has no control of this whatsoever, however, it is the customer service connected with these issues that is the key weakness. To give a recent example, I experienced a lengthy loss of service falling a severe storm. I rang to ascertain a potential timescale for a fix. Unfortunately, after a lengthy wait to get through, the person to whom I spoke embarked on a lengthy explanation as to why it was my fault and I would have to pay for an engineer to come to my premises and renew the line within my property. However he entire locality was without the internet (which was unlikely to have been down to a fault in my living room) and I had only rung to see if I could be given a timescale for a resolution. I rang again and, after another lengthy wait spoke to somebody different who told me, more or less, what I wanted to know - no expensive engineer's visits, no renewal of everything within my property. This is where the real problem lies. You sign up to BT, get good initial service, but once you are a customer you are progressively less and less valued. Recenty the bill has increased by 10%, no explanation simply the increase notified by text. Impersonal, disinterested and, quite frankly a 10% increase in prices from a hugely profitable business is simply avaricious. Would I recommend BT? This is a difficult question to answer succinctly. I would've to say that I wouldn't. Mobile phone and internet providers to seem to all have very poor and disinterested service. Over the years I have dealt with Orange (now EE) who were dreadful, The Phone Co-op who were appalling, rude and unhelpful and BT Cellnet (a long way back) who were not too bad. Perhaps BT is the best of a bad bunch?

Fantastic service over the 35 years I've been with BT. I've only had 2 faults in all those years that were repaired promptly by the next day. Excellent all round

My broadband has been down for 2 weeks and constantly been told an engineer will be coming to resolve the problem but on chasing, no engineer has been booked and am always told the service is up and running but nothing working

Bt is an absolutely shambolic company Bt is an absolutely shambolic company, I was offered their new customer deal for broadband by the value team, but then the next person refused to honour the deal. I raised a complaint and spoke to the manager in that team, but the attitude was extremely confrontational, they refused to except that any such commitment had been made. I have even escalated it to the CEO, and to my dismay, the person calling from the executive team was even more confrontational and refused to offer deals which had been offered by the value team even. I will be taking them to the regulator, because they promised things which they later on deny. It is because of these outrageously shambolic ethics and standards in the company that it is losing market share and has clearly got horrible reviews here. My advice will be to stay away from them

Disconnecting their chatline mid query, and then without permission ringing back on landline and just putting the phone down without even saying a word is no way for BT Customer Services to deal with their customer queries when the operators are unable to grasp the nature of the queries in the first place. BT need to do some staff training - as the above is completely unacceptable, and upsetting for customers

Made the mistake of purchasing bt wifi extenders - after a full day of dropped phone calls from bt, they still didnt work. BT wifi signal from router is rubbish covering 20% of a small house. tried to talk to them on bt phone, line crackles can hardly hear what they say, asked if they could report the line after the call, fobbed me off onto yet another phone number. Their answer was send the BT equipment back to the shop and if you leave us we will charge you over GBP 500 stay clear they are rubbish

I have recieved a letter to my home address but with someones elses name. I rang BT- got nowhere as they are still using Indian call centres. I emailed the CEO and got a phone call from them saying "putting in the bin or send it back". I only wanted to know why I got this letter - I am worried that someone has been using my address -but they wont say...they just said "I will let the marketing dept know"... Odd that they rang me as I didnt put my number in the email and i was not a BT customer. Data breach?. I left BT a few years ago because of the problems with the Indian call centres. Strangley - i havent need to contact my new phone company - as there have been no reason to.

I had a website built by BT. They tied me up in a contract, the contract ended but I continued to pay and use their services. I transferred the service and they continued to charge. I cancelled and had to cancel via two separate departments and they refused to refund any money due to not informing them. It turned out that I was paying £36 a month for "management fees" that I did not need at all so BT have earned very nicely indeed! I have also been paying £24 every quarter for hosting and required only hosting after the 1st year. So yes BT was charging me £42 a month when I should have been paying only £6 a month. When I phoned BT to cancel and BT said they want more money as notice is required - I said I will pay but will let everyone know what the BT Corporation is like (she said "you are more than welcome to do that" ). So they are on... BT gave me an 0800 number that linked to my mobile number but did not get missed calls or any answerphone. So I missed out on customers. BT gave me email addresses linked to my domain but was not able to setup the password and server details to access the emails. So missed out on any emails sent to my advertised email addresses. This was an ongoing issue with many calls. BT deleted all my emails on their servers once I had transferred the hosting although I was still paying. BT put the phone down on me when I asked them to look into whether they could retrieve my emails on their servers (I know because they did not call back). This is expected as I am a leaving customer. BT purchased EE and without delay Orange's reputation was gone, their customer service went down hill, trying to worm out of warranties and prices hiked. BT said the website they created me was terrible and I needed to upgrade to £150 a month from £36. A year later when I made inquiries they said that the company they used is no longer trading and I did not get the upgrade at all, so they refunded the money back dated. In summary: BT are too large, too controlling, too financially focused and uncaring towards its customers. They have the money for large advertising campaigns, to buy other companies out and to perfect contract terms/conditions to their advantage. They don't have the necessary knowledge to assist you with technical issues. In fact I think a small claims court may get me several years of management fees back as they have never been used. I will report back how that pans out. I beg you to not use BT and to inform your family/friends to avoid like the plague. Thank you. Together we can make a difference. Are you still considering BT? Think I may be unlucky one customer? BT charged me an additional £5 a month to have "itemised bills" that had nothing to itemise. I phoned to cancel and ask for a refund and they said "no it is your responsibility to cancel it even though you did not set it up". BT (Be There).

I made a complaint as I was unable to access MYBT account without giving them more information about me. I have a perfectly secure user name and password which I have no wish to change at present. Complained to customer services. No help whatsoever. They only want me to close the complaint they do not wish to resolve it for me. Very impatient and short tempered staff, listen to the recording. I have asked for the complaint to be kept open and passed to someone who can help me. Who wants to help me. not heard anything for days now. Are they hoping I will go away or more sinister did they ignore me and close the complaint themselves WITHOUT me.

shocking i have moved into a new build and ive been waiting for a mouth for bt to come round booked 4 appointments and there have never shown up at the any of the appointments its disgusting i would advise not to go with them.

For such a large company you would expect great service. BT provides the complete opposite. I have a very large complaint open with BT at the moment and I feel like no one is wanting to help. Every time I call I get told 'oh a manager will call you back' only to wait till the next day and receive no call back meaning I need to call and chase again. The customer service operators I find are unwilling to help and very argumentative so much so I had one try and make me feel bad that she would have to walk home as my phone call had made her miss her bus. I think this is disgusting behaviour seeing as it was her job to answer my call and its not my fault it over ran. I would not recommend BT to any one and I am actually swapping to Sky as a result of the service I have received as I don't want to give BT a penny of my money.

We decided to change to a BT cloud service as it seemed that it could provide what we need at a reasonable cost. We were clear on our expectations with the local agent but the start up process has been lengthy and stressful. We have received almost 60 emails from BT about the start of the contract, many with conflicting information. All very confusing. When I have tried to speak to BT about service issues I have found them to be argumentative rather than helpful.

Lost broadband. They said would fix in 24 hours. Took a week. Three months later after endless phone calls (including numerous calls by them to the wrong number despite being told over and over again!) and numerous emails, they are still arguing about compensation. Complete and utter disdain for their customers. Arrogant. They treat customers like something unpleasant on the bottom of their shoe. Customer service is non existent. They seem to try and push you around and around from one person to another in the hope that you will just give up and go away. The whole thing has caused me so much worry and stress that I am losing sleep. Do NOT put yourself through this. Do NOT have anything to do with them.

On three separate occasions BT failed to turn up for appointments to install our new line. We didn't even receive a call to inform us they were not going to bother turning up. This is a business and on all three occasions we have had a member of staff waiting for them, waste of time, waste of wages. When someone eventually did turn up it was a five minute job but from the first no-show appointment to getting our phone line took over a month. I strongly recommend anyone reading this to simply use another company.

Changed address recently and received threatening and bullying emails about an alleged no paid bill. It's no good trying to speak to a human about this-the computor keeps on churning out the same threats. If you do manage to speak to a human and they agree to call you back- they won't AVOID.