Our bi-annual home phone services survey reveals what Which? readers think about their provider. The good, the bad and ugly.
It may be the UK’s oldest telecoms provider but that hasn’t stopped BT from being voted worst for home phone services by Which? members.
This is a particularly bad result for BT, which previously finished in last place when we last conducted our bi-annual survey. Worse still, its overall customer score has dropped from 49% to 45%.
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Which? Home Phone Services Survey
We asked 2,178 Which? members with a home phone service to rate their landline provider – they rated them on six different factors, including value for money and clarity of phone bills.
BT customers were the least satisfied, especially on customer service with one consumer commenting, ‘Out of hours support can be a nightmare to deal with. The call centres seem to show a lack of care.’
Poor results for BT across the board
Although BT only had the Post Office, Sky and TalkTalk to compete with, our home phone survey results showed it to perform worse than its rivals across several categories. The only area where BT scored well was in the accuracy of its monthly bills.
In terms of clarity of overall billing, BT scored badly, with one member saying ‘I’m not sure what my tie-in contract period is’ and another mentioning that ‘billing arrangements and tariffs are overcomplicated.’
Why was BT the worst home phone provider?
We asked Which? members about their experience as a BT customer. Here’s a selection of the feedback we received:
- ‘BT customer service is dreadful… the problem is never sorted when they say it will be’
- ‘We get lots of nuisance calls on our BT line, despite having tried to sort it with them’
- ‘The BT call centre is terrible – it took me over 1 hour to report my phone/internet was not working and the wrong address was given to repairman’
Have you received poor service from BT or enjoyed a better experience than our survey’s participants? Let us know in the comments section below.