BT Mobile Review

Overall Rating

Reception, Customer Service (Previous Year)
Free-phone customer service (you'll need it!)

Incompetence, Customer Service (This Year), lack of communication between departments, loss of service, loss of contract, incorrect bills, shipping to wrong address ... it goes on!

I have been with BT Mobile for 15 - 16 months now, why did I ever upgrade?!? From March 2004 - March 2005 couldn't fault the service or the staff, never had a problem with it so I thought I would stick with them for another year... big mistake!!
First off they send my upgraded handset to an address I haven't lived at for 6 months, although they can send the bills to the right place. After an hour or so of calls to Royal Mail and BT finally track it down and they have to send a new one out. That one arrived promptly as expected and I thought that would be the end of it... until ... my bill at the start of May had charges on there that had been cancelled from the account in January (end of), 2 lots of line rental and seemed unusually high. So I phone up customer services and they tell me it's termination charges ... my contracts been cancelled ... how can this be, I'm using my phone to speak to them, anyway they say there is a problem, someone's looking into it and will ring me back. Now not wanting to pay excess amounts I cancelled the direct-debit until someone phones me back ... no-one does! Around the start of June I open my phone up - unregistered sim! So back on the blower with c.s they ask me if I received a new sim with the new phone, no - was I supposed to? Apparently so, Thursday morning a new one turns up so I stick it in the phone and - unregistered sim! So back on the phone to c.s they tell me I need to activate my sim so I give them the number and told should expect normal service by Saturday. I didn't I got out-going calls, no-incoming and no sms or gprs services. Being nice I give them to Monday to phone up and after half an hour of telling the geezer on the end of the phone my account is not deleted they tell me it's being looked into there really is a problem and someone will ring me back, I've been told that so many times you wouldn't believe and no one has. I've been on the phone countless times and they had the sim card number wrong, can't lift the bar on my sim, and now are apparently porting the number out and then back. I'm also told several times my account is deleted because I haven't made a payment (from the disputed bill, start of may) and I say a) no one the whole time has mentioned that b) it was only cancelled till someone phoned me back c) my contract was terminated on the 16th April and I stopped the payment mid-may!

Anyway its getting on to 2 weeks now, still no service and they don't really know what is going on, every time I phone I spend 20 mins just convincing them that there is a problem. They've put a service request in for me "someone will call me back" - 7 days and also to speak to a manager on the off chance they might actually know something, that of course is another 3 days.

I keep getting told I will get compensated but not until the issue is resolved... already over a week from when they told me it would be fixed!!

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So if you want to take your chances with an operator like bt that will cut you off countless times before speaking to a operator and then when you do, they won't keep track of your problem and I've been waiting since the start of may for someone to call me back so don't hold your breath on that one. If your lucky and nothing goes wrong then they are good, and helpful... but what ever you do don't think it will stay the same in the second year.

Members' Comments ongbarlow5's Review

• gbarlow5 on 7th Jul 2005

  Well were now into July and BT still haven't managed to sort my problem out and seem to be just passing the buck between the departments, its gone from second line billing to QA now as it was apparently them who deleted my contract on the 16th April. Only ever had 1 call back and that was last week when they told be it was being turned on. It still isn't, well to be fair now if you ring my number it does go to the answer phone (with the phone on or off) which is better than a disconnected dial tone but I still can't use the damned thing! On top of that they changed the operator to Vodafone from T-Mobile and that is why the signal quality has gone to the dogs. I get a signal in about a quarter of the places I used to. If they had bothered to notify us of this then I would have never stayed with them, then if I thought I was going to have this much hassle as well I wouldn't of bothered. My advice, steer clear if you wanna hold on to your sanity.