Awful company. I knew this before I even got a contract with them. My house is a new build and only BT support with internet so I had no choice. I had a 24 month contract with them from August 2019 and never missed a payment until earlier this year due to COVID reasons, they said it’s fine just pay one month and we’ll give you one month free. I paid and they never gave me a month free. Went to disconnect my services for “not paying” I phone up, they said they can’t do nothing as I hadn’t paid in time, phoned up again and they said “no worries we’ve stopped the cancellation and your services will remain active” and they did for 7 days and they just deleted my account. I phone up, they said “it’s gonna take 2 weeks to get it activated again”. So I had to get a new account made, I was forced into another 24 month contract and all the advisor could do was sell me more things that I didn’t want! I raised a complaint and had it escalated to the manager FIVE DAYS AGO. I was supposed to get a call-back the following day from the manager. It’s been nearly a WEEK and the manager hasn’t called me. I’ve phone them every day since the complaint and the advisors have told me “the manager seems to be avoiding your complaint as it’s top of the queue”. They’ve sent me a 4G mini hub in the mean time and now they’ve disconnected that too! I pay £64 a month for my BT package of “average 900mbps download and 450mbps guarantee” my speeds have never gone above 300mbps, absolute SCAM! Avoid and go with Virgin Media.
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