Pop Telecom Home Broadband Reviews
Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving.
Below are all the reviews we've received for Pop Telecom.
How Pop Telecom compares:
- Weaker Satisfaction
- Weaker Speed
- Weaker Service
- Weaker Reliability
See which providers rate better than Pop Telecom:
Ratings league rankings
Ratings league rankings
Recent customer ratings for Pop Telecom
Based on 100311 customer ratings since January 2022October 2016 ()
Satisfaction
1.3 stars
1.36 stars
Customer Service
1.36 stars
1.45 stars
Speed
1.47 stars
1.59 stars
Reliability
1.53 stars
1.56 stars
- Read our Pop Telecom buyers guide
- Ratings are left by users of our speed test as well as reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
Add your own review of Pop Telecom
346 Customer Reviews over pages
Reviewer
Kenneth mitchell
Location
Port glasgow
Date
10/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Reviewer
mike
Location
Cornwall
Date
27/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have rated them at one star purely because there isnt a Zero
My advice is not to touch this company.
Apart from charging me for keeping my number and then changing it anyway it took them more than a week to get my phone working.I then had a speed far less than advertised, they gave me incorrect advice which cost me £200 for a engineer to call that was not necessary. I have complained by e-mail and letter and have not had the common decency of a repl7y. However, they did deem to contact me when I went to another supplier. Funny they can contact me then!By far the worst company I have ever dealt with. Stay well clear.
Reviewer
Ashfaque Ahmed
Location
Luton
Date
20/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I signed up to Pop Telecom through Money Supermarket. I was given quote of £17.99 a month. PopTelecom confirmed the deal in email. I cancelled Sky and joined Pop Telecom. After joining they started charging me extra for add ons that I specifically didn't want. I called them and they said that I agreed initially to the add ons even though I have email from Pop Telecom showing that the order is without any add ons. It's a fraudulent company - a corrupt company. No should have to deal with this kind of fraudulent company in the UK.
Reviewer
rose
Location
kent
Date
19/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please do not use this company, they are not legit. You cant get hold of them by phone as they never answer, you cant get hold of them by email as you get an automated response saying they wont get back to you for 14 days! The only way you can communicate is via online chat - but when you do they give you the run around making everything very diffuclt and complicated - it is a very small company, i have a feeling only one person. This is your warning. Do not take a chance with them
Reviewer
Lynette DG
Location
LONDON
Date
09/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unreliable internet/broadband services!
The internet connection that I have received from this company is getting progressively worse. Moreover, they keep adding additional charges to your monthly bill. When I spoke to the customer services team they said that it will not happen again. They lied as after a month I received another bill with additional charges.
Very Disappointed!
Reviewer
Dan
Location
Lincolnshire
Date
25/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company, i have had nothing but problems from the start! I would advise anybody to check there speeds via broadbandspeedchecker as from day 1 they sold me a 75mb package and had only me on a max speed profile of 45mb, i suspect they do this on purpose to make the line cheaper for themselves, when i challenged them about throttling the line speed they did tests to the line over the phone & asked me to keep an eye on speeds over the next few days, nothing changed! So again had to get back on the phone to customer services who eventually agreed to send out a bt openreach engineer with the threat of if no fault was found i would be charged a sum of £30, when the bt openreach engineer arrived no fault was found but my suspicions were correct as they had placed my line on a maximum line speed 45mb when i was paying a contract for 75mb speed, anyway they apolagised, said they would be in touch regarding compensating me for the first 2 weeks of my contract being on a slower speed! I never heard anything regarding any compensation as time passed, then the bills started coming, prices where slightly inflated on my monthly bills from tge start i had to ohone again to have them corrected i think twice! Then maybe 5 months passed just after the annual price had been increased which was the maximum 7.8% or whatever it is & within days i had a letter claining i owe then the sum of £190 and it would be taken in 8 days from ny account. I phoned them at earliest convenience & argued they are fraudulantly taking money from my account and if it is taken i will be seeking legal advice as there was no way i owed them this! They then proceeded to claim it was for an engineer charge which was the one they sent out only to discover they were not providing me with what i was paying for speed wise, they have since then admitted liability verbally every time i phone them, including said call but the money still left my account, again phoned them and they admitted fault & told me the easiest way to get my money back was to call my bank & ask for a dvic which i did do! Then weeks passed i got a changed sum bill trying ro demand £160 for the same issue. I again challenged this via telephone & they advjsed me to ignore the bill and assured me it was being dealt with by themselves & openreach pending an engineer report, since doing as advised and ignoring the bill i have had my broadband suspended via them, so i am now 2 weeks into no internet provided by them! Again i called & explained and they said i would get a callback and it would be sorted that day! It was not! Never got any callback! Still having to contact them regarding this as i am now looking to get out of this contract as they are far ceom providing me with any good service! I would advise people to check they are getting the speeds they are actually paying for & check any outgoings from there bank are all correct! Very iffy company that do not provide good service & do not follow up on there customer service! I am going to contact offcom & CISAS regarding this shambles of a contract with this company!
Reviewer
Julie farnham
Location
Porth
Date
01/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have never been treated so badly ..I had 18mth contract started 13mths ago..I couldnd watch any apps on tv..iplayer buffered until it gave up.
The list goes on and on ..so I decided swapping supplier..I have been harassed with calls and voicemails from them even though I recently told them that I no longer want anything to do with them..so now demands for breach of contract £104 even though I have paid them for nothing for13mths
I just had the phone put down on me by third 'supervisor' demanding money or debt will go to debt collectors.DO NOT USE THIS COMPANY
Reviewer
Dave Parry
Location
Lincoln
Date
25/04/2024
Comments:
Please please please do not ever think about joining this company! I lived from Sky to pop telecom 5 weeks ago and I haven’t had stable internet since. Their ‘customer service’ is an absolute joke! DO NOT, I repeat DO NOT make the same mistake I did and move to this company!
Reviewer
Bob
Location
Rugby
Date
12/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They don't deserve a single star! This company makes up bills & has stolen from a vulnerable adult on 3 occasions!!!
Landline Assurance & Router Assurance appeared as charges on the bill even though I had stopped them from the start of the contract. So they have currently stolen that money!
I manage my Mother-in-law's account as her husband very recently passed & she, unfortunately, has end-stage dementia. So I get the bills to my email, that's how I know they added the charges that I had specifically canceled.
Then today they made up a £192 bill for an engineer visit to get the broadband working from the start as there was a problem with the box outside. They underhandly delivered this paper letter to her house!
It was said that if there wasn't a problem this would only be £20 charge but there was a problem outside & the engineer said that there wouldn't be any charges!
To magic a £192 bill (especially 3 months on from the start) is a clear theft & directly delivering it to the house is beyond unbelievable!
Avoid this sad excuse of a company AT ALL COSTS!
Reviewer
Daniel Andrew
Location
Leyland
Date
04/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking company. Been billing me for a number I've apparently been dialling from my landlines. Who has a landlines these days I don't even have one in my house, they can see I've never received an inbound call or any other outbound but still won't investigate it want me to do everything. I pay £60 for an engineer or need ti buy a landlines to plug in for them to call it, ask them why it needs me to plug in they could just call the number now if someone answers it isn't me therfore a crossed line no that's too much effort for then stay away don't stress yourself out avoid PopTelecom at all cost, Update 01/04 - Pop telecom confirm I'm not making the calls but won't remove the charges and will allow them to continue each month until I agree to a possible £150 fee which I may or may not have to pay even though they confirm I'm not making the calls Update 04/04 I cancelled my DD and paid my bill except the call charges they confirm isn't mine now they restricted my account DO NOT USE THESE
Reviewer
Marty
Location
Eastbourne
Date
03/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Literally a bunch of criminals. Couldn't supply working internet for months and when I decided to use a more reputable company they tried to charge me for 18 months when they never even managed to get it working. They've broken GDPR by giving my data to other companies without my consent and are in BIG trouble with the ICO.
Company is nothing but a family of theiving criminals.
Reviewer
Julie
Location
Tonyrefail
Date
29/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been locked into contract and paying for nothing basically
Reviewer
Somchai pirom pinto
Location
Hounslow
Date
28/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company my contract was for £22.99 but first 2 month I was charged £28.49 then 3 months I was cahraged £24.95 4th months I was charged £30.65 I still have another 14 months to go with them my bill from £22.99 went £30.65 in just 4 months when I ask to talking to a manager they say maneger is not available
Reviewer
Karol
Location
Radstock
Date
28/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Price increases from 20£ to 29.60£ in just few months. Speed not as promised
Reviewer
Marty
Location
Eastbourne
Date
25/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Over the years I've used many different ISPs, they all have problems sometimes and thats fine. POP telecom have been by FAR the worst ISP I had to use. Constant disconnects, long downtimes where internet just didnt work, poor customer service, slow speeds when it did work. After a month of them doing NOTHING about it all and blaming me and my equipment I left them and switched to BT. How strange that i had full speeds, no disconnects or ANY problems with BT using the same equipment.
Overall, the company is a cowboy outfit. They either don't know what they're doing or they're actively not doing anything and just taking peoples money.
Would never use this company even if it was the only choice.
Reviewer
Dahlia Payne
Location
Kent
Date
13/03/2024
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
My advice don't choose poptelecom as your service provider. On a number of occasions my land was not working yet they took full land line monthly charge. Internet keep disconnecting yet no discount on monthly charge when this occurs
Now I'm leaving my contract ended they insisting that I have to give 4 weeks notice and I have to continue paying them for four weeks, plus I have send their receiver box to them at my own cost if I don't they will charge me £76. Pure robbery you stuck between a rock and a hard place
With poptelecom. You have been warned
Reviewer
Saleh
Location
Campbell place
Date
13/02/2024
Comments:
Hello Everyone , listen carefully, this company as known as POP Telecom , it it definitely scam , it will take money from you bank
Reviewer
Keith
Location
Birmingham
Date
08/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a load of rubbish was with them for 1 month over Christmas got no Internet over Christmas and new year tried phoning wasn't open till first Tuesday in January..told them I'm cancelling it.and goin else where..just got bill of debt company for 796..can't pay we take it away.....DO NOT GOT WITH THIS POP COMPANY THEY ARE CRAP..NOW IM IN DEPT FOR 796 BECAUSE OF 1 MONTH I WAS WITH THEM BUT INTERNET WAS NOT WORKING FFS
Reviewer
Mike
Location
Birmingham
Date
06/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I can honestly say this is the worst company I have been with.
I’ve almost lost my work from home job due to pop telecoms terrible service.
My WiFi has not been working properly and they are yet to fix this.
When trying to get through you get cut off after being on hold for ages.
I have asked for a complaint to be opened and ignored.
Reviewer
Geraldine
Location
Randolph
Date
26/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Steer clear of this outfit. Was already with Pop but out of contract. Wanted tp upgrade to full fibre, but decided to switch to BT/EE for this as Pop price not competitive. Pop then rang with cheaper fibre package so agreed to stay with them. New router was not sent despite repeated reminders. Fibre not installed on scheduled date, but landline and broadband disconnected a day later. Pop refused to help reconnect. Had to resort to PAYG phone. No response to emails from PoP. Just a bill for the next six weeks. I have cancelled my direct debits and fibre installation with Pop and switched to BT/EE.
Reviewer
Tricia ML
Location
Yorkshire
Date
22/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I will be complaining to Martin Lewis website from where I got a cheaper deal. It didn't run smoothly as I was charged more than the deal I signed up for. I spoke to them and they assured me it was because I wouldnt be charged in December which I wasnt but come Jan I saw an email informing me they would be taking 23£ this was due to 2month free period of whatever so I checked my D.Debits to find beginning of Jan 32£ was taken not the deal of 18.99 now they say I owe them 23£. I will be complaining to whoever regulates these charlatans. I will be also warning others on social media. This is theft.
Reviewer
Clare
Location
Date
22/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What can I say, pop telecom filter their own trust pilot reviews, awful awful, currently in a complaint with CEDR, mis sold broadband package and have been taking way more from my account, with a mediocre response from customer service, saying they have sent emails they haven't, charging for direct debit when they broke contracts taking more than what was agreed, small family company run in essex, they get it though, they know what their doing, pushy sales people
Reviewer
Livid
Location
Birmingham
Date
15/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid this horrible company. Similar experience to reviewer Rebecca's and good luck to her with her complaint to CISAS - that worked for me.
Reviewer
Mark
Location
Isle of Wight
Date
09/01/2024
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Glad to be finally out. Router frequently needed to be reset. Customer service very poor - insufficient staff for the number of calls?
Reviewer
HC
Location
London
Date
28/12/2023
Comments:
Terrible company - didn’t provide me with internet, they couldn’t get it to work yet wouldn’t let me cancel my contract.
Reviewer
Masta Hooch
Location
Tring
Date
23/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wish i have read thru the reviews before i signed up 18 month contract. Only chosen them as they were £1 cheaper than my current one.
Agreed £18 but all my bills comes over £26 extremely bad wifi service, constantly disconnect on my phone. Seriously thinking to end my contract early dont mind the cost. Cant download or watch anything on my phone. Have to restart rooter 10 times a day still no good.
Reviewer
3rdman
Location
England
Date
15/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
IMHO a bunch of ***** from Essex. They advertise "a basic plan to get your e-mails" but don't say that you have to keep your existing e-mail provider. It's like an ice-cream seller pedalling his tricycle down the prom calling "get your ice creams here!" but not telling you that you have to get your ice creams from your usual shop and give them to him so he ca sell them back to you.
Customer service is 100% useless. I cancelled my contract but they are still trying to do me for £466.
Reviewer
Dave
Location
Bradford
Date
08/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Appalling service. I am now on my 4th call to their 'customer services' and am still unable to attain a resolution to a very simple issue.
Reviewer
Rebecca
Location
Oakham
Date
21/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I rue the day I ever came across this dreadful company. They are useless. I went through what we used the broadband for, explained how important the phone line is as we have no broadband coverage in our village and my father is terminally ill. They left me for 5 days without incoming calls. I have a non existent broadband that they blame on Openreach but they are still not reaching the minimum broadband speeds and we are achieving 0.01mpbs. They will not give me a deadlock letter and only want to sell me a highere value package! I have proof of all of this. Totally shambolic, avoid like the plague.
Reviewer
Brian
Location
Alton
Date
15/11/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Very rapid response to phone call. Very polite and helpful agent. Have yet to try the actual broadband but as it is the same OpenReach line as before there will be no difference in service, which was fine. Would recommend because price is good and router is also highly rated
Reviewer
Disgusted
Location
Birmingham
Date
08/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
AVOID THIS COMPANY! Wish I'd read the reviews before trying to move to them. They are incompetent, aggressive, persistent and harassing. Do not touch with several bargepoles.
Reviewer
ray wollaston
Location
Stoke on Trent
Date
29/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Disgusting treatment by Pop Telecom
I tried to cancel my current contract before it was due to end but Pop Telecom automatically signed me up to a new contract without even accepting my cancellation on the old one.
They have since charged me direct debit at £10 above what I was paying for the same service.
After lengthy conversations I have received no apologies for their supposed loss of the initial cancellation I filled in.
I have now been charged at the new rate and told this will continue until I stop the direct debit.
Disgrace with no contact or advisories as to what was going on.
Tragic customer service - avoid.
Reviewer
Sandeep
Location
Chadwel
Date
25/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst and unprofessional company.If it was in my hand I would give POP telecom negative 100.I decided to moveI to another customer because of pop telecom worst services, Internet quality and after many compaints, we gave them notice period of one month but they immediately cut our connection and left us without Internet for a week because we could not find dates with new provider and noone called from POP telecom for apologies. We were with this ship company for 5 years.
Reviewer
Rebecca
Location
Warwickshire
Date
21/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wow where to start. I ordered this service for my grandmother who is 93, it's not about the Internet for her but we need the phone line as this is her lifeline. We picked this package as calls were included and I order this on 8/9 with services transferring and going live on 9/10. The router turned up on the day, and after connecting it all up we realised that she could make outgoing calls but could not receive incoming calls. Also at this time she was very ill with covid and connected to a local authority red button service which she couldnt use. After speaking with pop for 4 days on the bounce they then said that it was an issue with porting her number and the issue had been raised with bt openreach, I then called everyday for another 3 days when they told me the number would port on 19th although they knew this on 13th but didnt inform me until the 16th when I called them (everyday I received a text message telling me they were working on the fault and would update me but this never happened).. Still leaving us unable to call in and check in on her. She has had to call us on our mobiles to check in and tell us she was ok. However this 18 month contract we are in now states that only landline calls are included but this was not stated when i signed up. I have put a complaint on with pop telecom and they replied telling me we can't come out of the contract and would need to pay off the balance (this will happen over my dead body) I told them I was going to file a complaint with ofcom and the ombudsman, then this joke of a company called my grandmother (who is hard of hearing and still ill) trying to coerce her into agreeing to drop the complaint when the know they should be dealing with me directly, luckily my cousin was there at the time and told them I was dealing with it and no we were not dropping the complaint. (This left her flustered and a scared). We have also had to take shifts staying with her whilst she had no lines on our days off as she really was ill and isn't to good now. After all this they have had the audacity to send me a bill for over £70 for call charges not just for mobiles but also landline calls which should be included (weve only been with them for 2 weeks). They said they'll revise this but 4 days later no new bill!!
I will be detailing a full complaint with all the extras over the weekend and give them 8 weeks to respond as we have to, I know there will be no resolution. I am then going to take my complaint to the ombudsman for compensation for the whole price of the contract and extras which I will then use to payout this contract so we can leave. I will also be complaining to anyone else that will listen cicas ofcom etc as these people should not be allowed to trade.
They have no duty of care, constant fobbing off terrible customer service, scaring the elderly so please avoid pop telecom like the plague.
Reviewer
Rob
Location
Essex
Date
16/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter shambles before they've even started.
They got the go live date wrong, then on the new date they gave me, my previous supplier cut the service and Pop didn't take over. They blamed Openreach for a problem which was absolutely fine until the previous supplier ended their service - bit of a coincidence?
I've been 5 full days with no internet or landline with no light at the end of the tunnel.
Still blaming Openreach for what is fairly apparently their fault.
Reviewer
Jayne
Location
Warwick
Date
04/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Told me router was faulty but when changed to another company they wanted it back as it's their property or they will charge £80. It's not clear when you pay £10 at beginning of contract it's for the postage only not the router.
Reviewer
Julie
Location
Rct
Date
02/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst thing I've ever done was switching to Pop com.
Images on my phone wont load and no apps on tv at all loading.
Buy cheap..buy twice
Reviewer
Zahoor
Location
Romford
Date
25/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Diabolical. Don't touch this company with a barge pole. No customer service and will charge you random amounts. Terrible broadband.
Reviewer
Jayde
Location
Blackpool
Date
19/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I left this shambles of a company after 3 and half years as the broadband was constantly disconnecting and freezing. 2 and half years later they have contacted me to say I still have an outstanding balance and it is being passed to debt collectors (£51.98) my account was fully up to date and they are trying to charge me for a month that I was actually using talktalk broadband! Avoid at all costs absolute shambles of a company and con artists!!
Reviewer
niri
Location
manchester
Date
16/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful company to deal with who are ok to throw their T&C's at you and charge you for everything but a real lack of response when it comes to actually helping the customer.
avoid avoid avoid
Reviewer
Frank K
Location
Essex
Date
14/08/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with this company 6 months
Great broadband, great service
Reviewer
Steve
Location
Northumberland
Date
01/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't Use This Company!!!
They offered me a cheaper deal to stay with them but I wish I didn't.
Had continual line faults with no internet.
They then charged me £192 for a call out which only required a £1 cable to be changed.
Don't be fooled by their lower costs - value for money can be found with ANY other reputable company!
Reviewer
Sian
Location
London
Date
27/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE
You may be lucky and get an okay service. However if you are one of the many who are unable to connect and they can not resolve the issue you will be charged £100+ cancellation fee. Even if the fault is not with you and you never receive any broadband connection.
Disgusting excuse for a broadband provider
Not worth the risk
Reviewer
NannyG
Location
South East
Date
25/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
No stars. Friend has phone only for years & pays average £45pm. No monthly bills. Ceased contract 20/6/23 as moving. Now receiving bailiffs letters re debt of £139. Phone calls to Pop say a/cclosed,& no debt as passed to bailiff. But can't tell her where debt arises. She is 75 & sick with worry being threatened with court by bailiff. Pop keeps saying emails will be sent to bailiff to take her off their list as No debt, but bailiff said emails tell them to pursue.
Reviewer
B Wood
Location
Bristol
Date
25/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
MONEY GRABBING and AGGRESSIVE. You think you have a good deal then they add on extras like landline assurance and router assurance. My 18 month fixed price contract ended 30 September 2022. Due to issues with their service (that’s another story)I decided to move to another supplier. They were informed of this on 8th September. On 28th (2 days prior to contract end) I received an email
“We have noticed that you have failed to return your equipment after the end of your contract as per our terms and conditions. This equipment is the property of POP telecom and as such needs to be returned.
Please arrange the return as soon as possible to avoid being invoiced for the equipment that is outstanding.
If you do not return the equipment within 14 days we will invoice you for the value of the equipment.”
The equipment was returned and I heard nothing until last week (late July 2023) when I received a “Letter Before Action” which read
“Despite all attempts to contact you by letter, email, text and telephone you have chosen not to pay the outstanding balance on your account totalling £30.05
Failure to bring your account up to date will result in your account being passed to our collections agency DCBL as seen on ‘Can’t pay we’ll take it away’ to pursue the outstanding balance and the contract termination charges. You will be liable for our costs plus the costs of DCBL.”
I have never received an invoice for this amount.
I contacted them to ask for an explanation. They say the charge is for not giving them 30 days notice. I have asked them for a full breakdown of all the attempts to contact me and when their records say they were advised of my termination.
Since starting to type this I have received an email stating they will write off the charge as a gesture of goodwill.
Reviewer
Sam Nicholson
Location
North West
Date
01/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
UTTERLY CRAP
Do not go near them!
There services are diabolical
They lie “recorded”
They steal “from your bank account “
Customer services is anything but
Complaints don’t waste your breath
They constantly hound you 12 plus calls per day
Suffering mental issues so there sending the Bailiffs for there mistake
Reviewer
Snoopy
Location
Romford
Date
15/06/2023
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Disgraceful customer service
Cut off my internet for weeks
Won't let me complain
Tried to bill me even though I was not in contract
Reviewer
Chris
Location
Fordingbridge
Date
13/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up for a 12 month contract for Broadband with Pop Telecom, when they increased my price by 14% at the end of my contract i asked them to review pricing and they said I could not until the end of my 18 month contract, which I had never signed up for! They are ignoring my emails showing proof of 12 month contract and being ignorant and condescending at every opportunity. Avoid at all costs, go to plus net instead which is where I intend to switch to this week. Speaking with ofcom to resolve this as well.
*update* I cancelled the renewal mentioned below, and now POP have sent an email demanding nearly £600 to exit a contract I'm not even in!! Utterly outrageous, avoid at all costs.
Reviewer
Kerry
Location
Dunfermline
Date
05/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Mum signed up and was due to go active 22nd may, they started debiting her account from April saying she went active on 9th May (but didn't dispatch router until date of activation (22nd may) she's now on her 3rd faulty router and 4th openreach visit (2 of which were accompanied by supervisors) post office said error in scanning the barcodes for return of the faulty equipment (provided directly by pop telecom) company refuse to let us cancel, refuse to refund setup fee or subscription fees for never having had a service since they took over on 22nd. Have requested deadlock letter which they refused to issue (in writing) even though they are members of the adjudication scheme and must provide when asked so now ofcom can't intervene for 8wks. Avoid like the plague
Reviewer
E.S
Location
MANCHESTER
Date
01/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
POP Telecom this is not an honest company
I have a contract with pop telkom and have been a user for about 3 months
with constant amount but every month the bill is bigger
the internet is down dozens of times a day the internet goes down
or there is no internet, I can forget to watch a movie, etc
AVOID POP TELKOM IS A DISHONEST COMPANY
Reviewer
Bea
Location
Sheffield
Date
24/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could put 0 I would. AVOID. Spoken to 4 managers on my dad's behalf about a bill that they pulled out of thin air when we left after the contract was finished, each said it was cleared. Each time we called they mentioned there was no notes on the system of previous calls. This has been going on for 5 months. Everytime we end the call with 'ok no money is to be taken out, your account is closed' and Now today we received a letter saying bailiffs are coming to my 70 year old dad's house who has a mental disorders!. We have been fully moved over to another provider with cleared bills for months. At this point it's pointless talking to pop telecom, all liars. This will be taken further. AVOID.
Reviewer
Rayob
Location
Date
10/05/2023
Comments:
Pop Telecom is not a reputable company. They are a fraudulent company in disguise. If I can rate them - 1star I would. Imagine a company with a team who tells me verbally to do my worst that they won’t be cancelling my contract unless I pay an early term fee of £260 for a product I can’t use. I work from home and I can’t even load 2 systems. The connection keeps breaking. It isn’t stable at all. I will take this up with Csal but first pls take head and run. I hope my experience can help you not choose this company. They are a fraudulent company that dupes their customers thats why they don’t have customers. I can assure you not up to 0.2% of the population of Uk knows about a company pop telecom that’s why they have resulted into stealing from their customers and their customer service team is zero. I should have stayed away when I saw the reviews. It’s better to go for the more expensive broadband companies that are well known than this piece of trash company called flop telecom. Take head and run.
Reviewer
Ryan Morgan
Location
Hamilton
Date
03/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The broadband speeds are a joke I’ve been waiting over 3mins to download 1app!!
Also the bills are never the same as you agreed to
Reviewer
John
Location
Wellingborough
Date
29/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The Internet was unreliable as it kept cutting out multiple times a month. Bizarrely the Internet automatically turned off when I turned my ps4 off, which wasn't connected. Definitely wouldn't recommend if you want steady reliable broadband
Reviewer
Catalin
Location
Fareham
Date
26/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They increase the monthly fees when they wants how much they wants. Scammers.
Reviewer
Catalin
Location
Fareham
Date
26/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They increase the monthly fees when they wants how much they wants. Scammers.
Reviewer
Denise fitzakerley
Location
Barnsley
Date
02/04/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with POPtelecom 2years highly satisfied Had a problem but spoke to Brett he was very helpful and polite
Reviewer
June
Location
Truro
Date
31/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Sorry but it is dreadful in every sense.They installed it without agreeing a date.Avoid.
Reviewer
Francis
Location
West Ealing
Date
29/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give ZERO stars, that would be the actual rating. WORST COMPANY EVER, SAVE YOUR TIME. Customer service employees don't even know which way they are facing, imagine the rest. Two months to try to fix a problem they created and still nothing changed.
Reviewer
pauline radford
Location
clacton
Date
16/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
since going over to you on 5th december 2022,we have had many problems,both telephone and internet,being charged for work that was not carried as pop telecom said over reach carried out,now they are asking to be payed by credit card even though a d.d. has been set up with my bank. they are saying this has been canceled but my bank say this is not true.
Reviewer
Mr Adrian Briggs
Location
Somerton
Date
30/01/2023
Comments:
Are there any unfortunate customers out there who still have Poptelecom in their homes or businesses. For 15 months now I have endured poor Internet quality and reliability. I am 2 months away from my sentence finishing and queried the bill I've been receiving for 15 months. I never looked on the email statement how much I was being charged but soon found out that I have been charged a fee for router insurance every month of £5.30 or there abouts. I've questioned the actual name of their advertising packages 'SUPER FAST 38MBPS FIBRE BROADBAND'. You would automatically think Mmm fibre broadband for £25 per month, that's reasonable. No it's apparently 'FIBRE TO THE CABINET'. My nearest open reach cabinet is 1.5 miles away and that's were the fibre ends. Fibre optic is a group of glass fibre strands transmitting data through a series of flashing lights. (Brief description). So from cabi etc too my house it uses old style copper wiring that's used too send the tones for the old dial up modems. How does fibre send light signals through copper cables. It can't. So not really fibre optic is it. The insurance apparently is mentioned on the comparison site many people like myself use too find a decent broadband package,has anyone else ever seen this, not me. I have logged a complaint with Poptelecom and just been contacted regarding poor Internet,the unknown insurance you have to pay and the wording of 'FIBRE TO THE CABINET'. Its bloody copper to your house like it always has been. The insurance is for the router. If it breaks down then you can get a reduced price router from Poptelecom, still have postage on top too pay. If no insurance then you pay full price for a replacement router from them plus postage,and at the end ofyour contract you still have too send it back too them at your expense. I have never been with an Internet supplier who would do that. I was told it was my fault for not checking the numerous emails I get from them regarding the insurance costs and so yes I agree its my bad. I asked for paper bills to be sent and was told I would be charged for them. I personally think this is all wrong. Do you actually know what you've signed up for and are you happy about it. I certainly am not.
Reviewer
Craig
Location
Hexham
Date
09/01/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
When things went wrong I got through to a real person straight away who solved the problem and chased up Openreach. Best customer service I’ve experienced from a telecom, by a mile.
Reviewer
Greg
Location
Lincolnshire
Date
29/12/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Great customer service when explained the issue. Some service problem, believed like with every other provider.
May be back to them in future.
Recommended
Reviewer
Norman
Location
Devon
Date
22/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID THIS PROVIDER. My contract should end on 27th December 2022, POP telecom did not notify me of the contract ending date at all. I called them on 14th December saying I am not going to renew the contract, they then told me that I need to give them at least one month notice if I don't want to renew the contract, which is ridiculous. They are now trying to charge me over 40 pounds for the service for January 2023, although I keep on telling them that I am NOT going to renew the contract. I called them again yesterday saying that I am NOT renewing the contract, why do you still charge me over 40 pounds for the service for January 2023? How can OFCOM let such kind of company do business like this?
Reviewer
Francisco Javier Alvarez Merino
Location
London
Date
20/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I have had the worst possible experience with Pop Telecom. I checked it online and my address was eligible for an ultra high speed broadband. I proceed with the order and before the installation they call me saying that there was no available connections but that they could offer me a regular connection and in a few weeks Openreach would provide more connections in my area. After more than 6 months waiting and several unsuccessful phone calls to request the promised ultra high speed connection I decide to go with Hyperoptic and when I try to cancel my contract with Poptelecom, they just respond that I must pay for the full amount and 18 months as that is my contractual commitment. I escalate the issue to the customer care manager and she still insists that I have the obligation to fully pay for the service despite the fact that they never provided the promised high speed connection. The manager finally tells me that she would discuss the issue internally and get back to me, and after 3 months I have had no news from them. As said before, the worst service I had ever received from a telecom provider.
Reviewer
David
Location
Shropshire
Date
10/12/2022
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
It's a no no......Absolutley
Leaving this company is a trial by any standards. I will gladly pay them, to rid myself of the burden. Never again. I will in the coming days, have to wrap and pack my router etc and then go to the post office and PAY out of my own pocket to return it.....Yes I am serious I have to pay myself!....The mind boggles as to their finances and business accumen, hopefully their finances are as low as their business accumen.
Date of experience: 10 December 2022
Reviewer
David Graham
Location
Shropshire
Date
08/12/2022
Ratings
Customer Service
2.00 stars
Reliability
3.00 stars
Comments:
There is always someone that is the worst...And for me it is Pop Telecom. Steer well clear of this company for if you do not you will be sorry. Once bitten twice shy, never ever again. I'm only to glad to pay to get rid of them, just don't do it!
Reviewer
Jeff Rogers
Location
Alston
Date
20/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Customer service is a joke! Speed was not as promised, but no issues with reliability. However, they do NOT tell you when you sign up that (a) the router will have to be returned if you leave them - and you WILL) and (b) you have to give 30 days notice to leave them.
I signed for an 18 month contract with a discount on the broadband for the 18 months. They did NOT advise me when the 18 months was coming to an end (most other providers do) so I didn't notice until a received my October bill (which shot up by £20). I use USwitch to change providers and I notice that they no longer offer POP Telecom. My October bill included broadband and phone for 1st - 30th November. When I switched beck to PlusNet on 7th Nov I thought I'd get a refund of unused broadband and phone. No, they make me pay for broadband and phone I will not be using! They are a bunch of crooks! I complained and they will give me a rebate for 25th Nov to 30th Nov. Wow!
Then they advised me that if I do not return their router within 28 days they would charge me £40 for it! Bloody crooks!
THEN their 'customer services' telephoned me THREE times in a week to ask me to remain with them!! BLOODY CROOKS!!!
Reviewer
Margaret Pollock
Location
Milton Keynes
Date
17/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i had problems with provider, for a long time, twice tried to charge £192 for engineer , which i did not pay, i took photos of router and devices, no internet documented calls , dates ect, and took it to cisas, regulators, they lied about not being eight wks since complaint, my records showed feb and cisas denied there claim, i had a call from poptelecom, july 2022 to drop the and promised stable connection speed etc, this only lasted for around 8 wks, untill sept 2022, the connections, loss of internet, speed problems have started again, so i have documented, details , took photos of router, and devices with no internet, log all calls, as i will be reffering back to cisas, , i suggest everyone take the same steps, i am 64yrs old, have a lot of health problems athritis aswell, waiting for heart surgery, poptelecom are aware of all this , and i rely on my internet connection, and still they dissapoint , cancelling D/D so they cant take any money from my acc
Reviewer
Jean Wright
Location
ASHTON-UNDER-LYNE
Date
05/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I have had nothing but trouble with this dishonest company. I am now receiving threatening letters and text messages because they claim I owe threm money. The postal strikes have evidently delayed my cheque. Four 'phone calls, where I have been assured this has been noted, and I am STILL being threatened.
Reviewer
Darren
Location
HINCKLEY
Date
27/09/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So disappointing. I gave them ample opportunities to correct issues, but they seem unable to process simple instructions. They are also happy to try to re-write terms ('Welcome: here's your free router' turns into 'return your router or we will invoice you'!!)
Reviewer
Felipe
Location
East Sussex
Date
14/09/2022
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I read the negative reviews and wanted to give my experience.
I'm finishing my 18 month contract. I want to say that everything went smooth, speed was decent, router is a good quality dual band and the service reliability has been impeccable. The only drawback is from the third month they'll charge you an extra £5 for line insurance, just contact them to remove this extra and request confirmation.
Reviewer
Mark
Location
Burnley
Date
14/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Avoid Pop Telecom!
Service was on in general however trying to switch away from them is a disaster. I paid the outstanding balance in full. They then decide to send the outstanding balance to a debt collection agency and now refuse to talk to you or accept any complaint.
Reviewer
Kath Marshall
Location
Rochdale
Date
09/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Worst company ever! They were brilliant until I had been with them long enough to be unable to leave without a penalty.
I work from him and need reliable Internet, as attend regular online meetings.
Constantly cutting out, worse than ever recently, so I've reported it to them. They 'rectify' the problem, by cutting it off completely!
As for their customer service - one star is being generous!!
I've now switched to a bigger and more expensive provider, as I trust they will be more reliable!
Reviewer
Neave
Location
Manchester
Date
09/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Better companies out there! Don’t seem to care about customer satisfaction!
I have moved home and POP Telecom were unable to service my new address. Over several occasions of trying to resolve this, I was told different termination fees every time. On the final occasion they told me the top figure of £197 when previously I was told they would reduce it to £150. They then went back on this and told me I would have to pay the full amount of £197. I expressed that I was unhappy and disappointed with this service and they simply just didn’t seem to care.
Broadband also wasn’t the best and regularly cut out. I will never be using this company again and suggest you don’t either!
Reviewer
Dom
Location
Cumbria
Date
22/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Tried to setup broadband on their SUPERFAST FIBRE 80 BROADBAND, but after a few attempts to arrange setup, I kept getting emails saying the order was cancelled. This didn't bother POP as they helped themselves to the £40 setup fee anyway. After talking to their customer service (who we shall politely say were unhelpful and disinterested), I am still getting spam marketing calls and emails trying to get me top sign up. Potentially a con, Avoid like the plague.
Reviewer
Emma
Location
Durham
Date
19/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give them zero stars I would. The whole company is a rip off and a con! From the customer service, to the network and don't even get me started on the roku box... stay away!!!
Reviewer
Rach
Location
Merseyside
Date
16/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would have put zero stars! AVOID POP TELECOM AT ALL COSTS. I never paid the price I agreed to when starting the contract. The 'free router' that you 'purchase' and have to pay £9.99 for delivery they fail to tell you when you sign up or leave is actually only on loan to you and then you need to pay to return it or they will pass your details to debt collectors ' as seen on Can't pay we'll take it away'! But apparently you can see some unclear, contradictory terms and conditions if you hunt for them on their website. They don't include them when you start contract or when you actually manage to leave. Who knew that when they send you an email stating you are leaving as they have had the start date from your new broadband supplier that unless you reply to that email saying Yes I am leaving that they view this as you saying cancel my new broadband supplier. They actually cancelled my leave twice! But apparently Pop Telecom pride themselves on customer service and operate a 'happy customer scheme'!! They also delete bad reviews on other review sites!
Reviewer
Andrea
Location
London
Date
11/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs. First, the internet is not good. But I want to mention something important: We had a 12 month contract at our flat, and one of the unique providers was pop telecom. They said the only do 18-month contract but said we can bring everything to the new address, without saying an important part: "everytime we move to a new address we will automatically renew your contract 18 months more". Everyone who lives in London is aware getting a two year contract in a flat is hard. They just do this to keep you forever, Pop Telecom are snakes, avoid please.
Reviewer
Delyth
Location
Wrexham
Date
04/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am a foster carer and one of my foster children left the home to live there own lives, she chose pop telecom to provide her with broardband.
Some time ago she ended up in hospital and was unable to work or pay her bills and she ask if I could pay her broadband for us for that month, which we were happy to do. I contacted pop telecom and they took my details and I made a one off payment using my back card.
This month they have taken over £40 from my account using my card details without permission and when I challenged them they say the account is mine and they will continue to take payments.
They are a bunch of thieves and you should not under any circumstances give them the benefit of your custom.
Reviewer
Aaron
Location
Nottingham
Date
02/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Overcharged throughout my contact for speeds well below what they advertised and then failed to cancel my contract when I asked. Two years after I left them they are still chasing me for money and threading debt collectors. Avoid this company at all costs.
Reviewer
James wallace
Location
Durham
Date
01/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They tell you that the speeds are 20mps when In fact its only 6mps. Would never recommend these people go to vigin media or if desperate go to talk talk at least they know what's going on
Reviewer
TheD
Location
Scotland
Date
27/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking company. They tied me into a contract I never even asked for and wanted the full contract price to pull out. Disgusting
Reviewer
Charles Best
Location
stockton on tees
Date
27/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
if you get a problem with pop broadband and they take money out of your bank and you cancel the contract and they promise after setting up a deal for £22 .99 a month and then promise to refund me after taking £28.99 and£ £9.90 for the delivery of the router and promised to refund me the money but the only thing they ever sent me was not how much a month i was paying or a pack to my emails so i had not a clue to how much the deal was the next day they sent me a return prepaid plastic bag for to return the router so i PRINTED ALL THE STUFF AND AND THE EMAIL ABOUT PROMISING TO REFUND WICH THEY NEVER DID SO I SENT THEM AN EMPTY BOX WITH PAPPER WORK SAYING REFUIND ME AND I WILL POST THE ROUTER TO YOU THE EMPTY BOX HAD THERE RETUNE STICKER ON IT SO IT NEVER COST ME A PENNY
Reviewer
Lena
Location
Southwark
Date
26/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Atrocious service, They keep asking for payment when they were unable to provide the broadband service.
They have now employed debt collectors to chase me for payment.
Reviewer
Charles Best
Location
stockton on tees
Date
25/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
they said they would refund me the money they took out of my bank they sent me a return package for the router a day after i cancelled with them so before returned i went to the bank and found out that haven't me they like i said on the 17 of may took £28.99 instead of the £22 .99 they promised me when i set up deal charged me £9.99 for the router so if they dont refund me then they will get the return bag and an empty box with notes inside saying refund me and i will send the router back
Reviewer
Louise thom
Location
Forres
Date
23/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Sham of a company. Charge you more than agreed then say its for insurance, which I didn't ask for. Threatening letters sent, I'm in no contract, I did not sign anything in ink between myself and them.
Avoid at all cost
Reviewer
Charles Best
Location
Beechlands
Date
21/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I rang them and set up deal 2with for broadband and anytime calls £22 .99 11 mb ac router best value broadband 18 month contract and gave the my bank details said they would email me a welcome pack that was over a week ago and paid £9 for the router and think they are going to connect me next week they sent the router today and i haven't sent me any paper work or emailed for what it costing me a month and nothing to say what day it is i think its Friday i went to the bank and found out they taken out £9.99 delivery of router £28.94 all router on the 11 may and the other on the 17 may the statement i got today was 21 may like i said i have nothing on paperwork to say how much or what the deal is so due to this they can upgrade and take more money out without telling until its to late for so on Monday im ringing them to cancel the installation and staying with PlusNet at least they sent me by post a letter welcoming me to PlusNet and telling me how much i was paying each month
Reviewer
Anthony Cooper
Location
Isle of Wight
Date
19/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I had problems with the Internet and contacted Poptelecom who arranged for Openreach to investigate the issue. An external fault was found and rectified. The same fault reoccurred and Openreach rechecked their line and found another fault on their side of the connection.
Poptelecom wrongly invoiced me for £192 for the call out fee. I refused to pay for an external fault and was advised by Poptelecom to cancel the direct debit to stop them from taking the disputed charge.
They then sent another bill for my monthly charge of£22.50 plus an "alternative payment" fee of £9.99.
I payed the actual outstanding balance of £22.50 by card over the phone.
Now I have received a new invoice by email for £242.11 for late payment fee, alternative payment fee plus the disputed Openreach charge.
The even stranger thing is that the Poptelecom invoice advertises an Internet package from O2 for a better package than Poptelecom.
Reviewer
Anthony Cooper
Location
Isle of Wight
Date
26/04/2022
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Internet speed went below 1gb contacted Poptelecom and they arranged for Openreach to investigate. First engineer found a fault at the exchange. Fault happened again and Poptelecom arranged for Openreach to call again and they found a fault on their line. This was an external fault and now Poptelecom have invoiced me for £192 for a fault charge engineer call out fee.
Reviewer
Karen Dickinson
Location
Leigh
Date
26/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking.
There is a fault on the device/line and they are going to charge me to fix this.
Isn't that what we pay rental for.
Disgusting
Reviewer
Andy Booth
Location
Halifax
Date
24/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
F'n awful. Don't bother! As soon as my contract is up I'm offski. Joke of a company.
Reviewer
Stephen John
Location
Stoke
Date
20/04/2022
Comments:
Absolute disgrace of a service, my mother was quoted £20 a month and never paid less than double this. They even tried to take a payment of £184 for a purchase (that was what was on the bank statement) from my wife's account, how they got her bank details is anyone's guess. It's being investigated by the banks fraud team at the moment. Stay clear people, my wife has never had an even had an account with them, it's scary
Reviewer
Hannah
Location
Worcester
Date
15/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’ve been stuck with pop telecom for almost 4 years. Every time I move house, they make me renew the 18 month contract. I’m so desperate to leave them but they say I have to pay £450 to leave them early. I’m constantly having wifi problems and the staff on the phone are always so rude. I strongly regret ever going for this company in the first place and since I’m due to move house again soon, I know they’ll renew my contract for yet again, another 18 months. I’ll be stuck with this terrible company forever.
Reviewer
Sharon smith
Location
Essex
Date
14/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID….PLEASE AVOID. They never answer their phone…the broadband is slow. They block you from changing to another provider even thou my contract was up. Now the have sent the bailiffs on me for 4 months of bills when I wasn’t with them. I will do everything in my power to bring shame to this company. The worst company in the UK! Kind at the beginning and then complete rudeness - the only reason they get 5 stars on trustpiolt is because you get £5 knocked off your bill….please avoid at all costs. Shame on them. A small little Essex firm…
Reviewer
Peter B
Location
north west UK
Date
12/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Signed up and then told by them to cancel. Still waiting for refund on postage for router that was never sent.
DO NOT DEAL WITH THIS SHOWER
Reviewer
Stacey
Location
Walsall
Date
03/04/2022
Comments:
We had this Internet installed in March 2021, we paid £26pm for the package. I phoned to complain several times as the speed was 1.40mb, everytime they would say let us do a speed test and everytime it was throughout the day when the WiFi weren't being used, I did tell them this and was rudely told to hold on, everytime we had a speedbooster which only lasted a few days then disappeared, I terminated the contract early as we moved house, had to pay a cancellation fee, I dont see why we had to as we didn't receive the package that was sold to us from the start.
* Would not recommend *
Reviewer
Deryn Parker
Location
Crewe
Date
02/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would advise anyone against using this company. We have spent months complaining of signal drops constantly only to be told we need to pay £200 for an engineer to come out. The most frustrating thing is we paid for an engineer at the start to install it all through them. We have 9 months to go and wea can not get out of the contract as they will charge us a fee despite them failing to deliver the service we pay for. The reviews here are correct it is a dreadful company stay away and do not use them.
Reviewer
Carole Davies
Location
Blackpool
Date
01/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Stay away ! I informed them I was moving & they said I would have to have a new contract of £4.50 more!
Or pay over £100 to end contract!
I am going to seek advice over this!
Terrible company!
Reviewer
paul kelly
Location
newcastle upon tyne
Date
27/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
STAY AWAY FROM THIS COMPANY THEY A FRAUDSTERS
i cancelled my internet and paid the final bill as the service you receive is terrible , now 2 years later I have a letter off DCBL ( debit collectors ) stating that pop telecom has tried to contact me ( bxxxshit ) they haven't tried to contact me at all , saying I owe £282 from Dec 2020 . they also give you a cracking deal fixed at a certain price then two months in it goes up by £10 a month , trust me you pay for what you get go with a reputable company and pay a bit extra or you will regret it with this company POP TELECOM
PLEASE LISTEN TO WHAT THE REVIEWS ARE TELLING YOU AS THEY ARE TRUE , DONT GET FOOLED BY A TERRIBLE COMPANY
Reviewer
Joe
Location
Norfolk
Date
23/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
O stars, bad company, bad customer service and terrible Internet. Never sign up to this company. Worst Internet company ever.
Always had problems with them.
They passed me onto a debt collectors company saying I own them over £250 to cancel and exit my contract. I wouldnt pay them because I don't have that much money so had to borrow. Absolutely ridiculous.
Be warned - Never go with this company, its better to go to talk talk, BT or some well known Internet company.
Reviewer
Ian
Location
Wales
Date
22/03/2022
Comments:
STAY CLEAR! Left them after 6 weeks of very very bad internet coverage, which as of on states if they can’t give you the speeds they promise after 4 weeks you can leave. They even cut me off a week early, not that it made a difference. Lol, hence breaking the contract.. today, just over a year later ive received a debt collectors letter.. hilarious, I’ll play their game and take this all the way to court if they’d like, papers, social media the lot. An absolute joke of a company runny clown scammers. Bring it on, you don’t scare me with your threats, let’s go for it!
Reviewer
Rob smith
Location
Northants
Date
19/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Still no Internet, was told I would get a call back yesterday but that never came. I have requested details for your regulator 3 times and have been ignored each time. I have had no usable connection for over a week now and am paying for a service that is not being provided.
I have been told nothing is wrong, that there is something wrong, that the line is fine md that the line is dropping.
This all started after openreach were called to do a repair on slow speed, so why has that not been followed up on? Am I expected to keep paying for a service that you are not supplying? Will my request keep being ignored?
Reviewer
Anita
Location
Ealing
Date
16/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Orrible experience with customer service. They don't know what they are doing.
They juat repeat the same lines and are not helpful at all.
I can't cancel my contract or they will charge me exit fee.
Never chose this company
Reviewer
Jan
Location
Marlborough
Date
16/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Trying to extricate myself from this company has been an absolute nightmare. Dont believe a word they say and if you have to talk to them, RECORD the entire conversation. Never speak to them unless you are recording every single word.
Reviewer
Anita
Location
Wembley
Date
16/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer setvice.
I had to call many times for anyone to even answer my call.
I feel stuck with their contract as they will charge me if I cancel.
Reviewer
joe
Location
Date
07/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
awful. simply awful. so many issues. constantly have to reconnect after "authentication" issues. CONSTANTLY fluctuates (about every two minutes at night) two passwords work for some reason. gruelling just to watch a video. have had to switch to mobile data for facetines and youtube. horrible.
Reviewer
Jacqueline Fraser
Location
Galashiels
Date
11/02/2022
Comments:
I'm giving no stars. It is an appalling company.I left 5 years ago and was charged £400 leaving fee. I had abuse when I phoned them and was basically threatened and intimidated. I have not paid and will not pay. Had threatening letter today, 5 years later. They broke their contract with hidden fees. AVOID them.
Reviewer
Hooti
Location
Tyne and Wear
Date
06/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely abysmal. Drops connection regularly, called customer services multiple times to be told the line will be tested for 24 hours which I never got any feed back from. Eventually they said it was a router issue, sent a new router but nothing has changed still poor
Connection and signal loss. Pay more than initially advertised too
Reviewer
Jean
Location
Kelso
Date
30/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never heard of this company but they sent us a letter trying too charge us over £600 for a service we never signed up for how shocking is that
Reviewer
John
Location
Biggar
Date
22/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have 6 months still left on an 18 month, offered £21 contract for 64 speed, reality is I actually pay £26 a month for very poor speeds most of the time & customer service is a complete cluster, don't go near this sham of a provider, by far the worst contract known to man, they definitely saw me coming, I so hate them & can't wait to leave & £75.00 leaving fee, total rip off,stay well clear of this rip off company, learn from my misfortune.
Reviewer
YT
Location
Northampton
Date
14/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I initially applied for Fibre Optic broadband but I left my online form incomplete. The next day Pop had obtained my contact information from my incomplete form to give me a call. They wanted to know if I would like to finish my application, they also said that Fibreoptic broadband was not available in my area (despite initially searching my postcode, and the reason I discovered pop in the first place), not just from them but by any provider. I signed up to the Unlimited broadband service. Initially they tried to sell me the package for the same price as the Fibre Optic broadband, but using the same site on which I found Pop, I saw the Unlimited broadband advertised at £5 less than what they were telling me. I asked why the price advertised was different, they explained it was an offer, but would match the price, so I signed up.
When they contacted me later in the day stating that my engineer would be coming out in 16 days time I didn't think anything of it.
When the engineer arrived he told me that the connection socket was upstairs in the bedroom. Apparently, the one in the living room is unusable because the line is owned by Virgin. When he connected the router to the socket in the bedroom, the wifi signal does not extend to the living room. After moving the antenna's and the wifi box, there was still no signal in the living room. Not only did he relay that I have no signal, he also told me he could see the telecom post outside my house and that FIBRE OPTIC BROADBAND IS AVAILABLE! Whereas Pop have told me that not only can they not provide fibre optic broadband - no other company can, it's not available at my location.
Bear in mind that they advertise a £9.99 connection fee, and an additional £30 THAT IS NOT ADVERTISED TO send out the engineer for installation and connection.
When I first called to discuss this I explained to the CS person what has happened and I asked to speak to the manager, because I would like a refund and he wasn't listening. I was put on hold and told that they were busy, I said I would wait, twice, and they dropped the line.
The 2nd CS guy said that he would try to help by directing me to a signal app that was only available on android and I have an iphone. I reiterated that my request was for a refund because the wifi router was not fit for purpose - I was not told that wifi would be limited to my bedroom when I ordered it. He told me that the manager was not in that day, very different to what the first gentleman said. He insisted that the manager would call me back 1pm the next day.
No such call came. At 4pm I received a voice message by the customer service guy (not the manager) asking me to call back, which I did. I was not put through to the manager, despite asking to speak to her, instead I was told by the customer service agent that a message from the supervisor had been left on my file to say that a). they believed I had applied for the wrong package so my complaint was not valid and b). it was past the 14 day cooling off period - I was told 'it's not a try before you buy service ma'am'. I was put on hold for well over an hour waiting to speak to the manager, to no avail.
My request to terminate the contract is because not only does the wifi / router not work in the living room, which is the only room I need it to work in, but because fibre optic broadband (unlike the the copperbased one of speeds up to 11mb that I purchased) is available in the area and Pop customer services told me otherwise. The Outreach engineer had no reason to mislead me and he showed me the pole with connections to neighbours who would already be in receipt of fibre optic broadband. The 14 day cooling off period is beside the point if the product is not fit for purpose and the company have misrepresented the availability of broadband in the area.
I have no faith that the manager will call me back as they haven't so far. Terrible service. The company should come with a warning label.
Reviewer
T Ward
Location
Cornwall
Date
06/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor intermittent connection and incredibly slow to deal with problems.
Reviewer
Mark
Location
EPSOM
Date
03/11/2021
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Very happy with, straightforward, no problems, good price. Would recommend
Reviewer
Mr Costas Pikatsa
Location
Margate
Date
17/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting, biggest error ever. I joined from Curries PCM World. Curries advertised POP in store. I was so fed up I contact POP to cancel. They charged me £400 to leave. I had an inheritance. Mum died. I paid them. cash cow.Easy money for POP, gave me nothing. Total rubbish.
Reviewer
jim the mug
Location
stoke-on-trent
Date
04/10/2021
Ratings
Satisfaction
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
NO!! NO!! NO!!... Rubbish company, had problem with router, problem landline,router sorted,charged £192, to sort out,[open reach charge £85] open reach said the problem would come back,
pop phoned me 4-5 weeks later told me crackling on line 1 of october and that
they would send out open reach for free as fault had come back...on the 4 october they called to tell me it would cost another £192...DONT GO WITH THIS COMPANY...broad band is cheep..but thay charge for line INSURANCE,ROUTER INS.£192 for callouts,OVER £40 TO REPLACE ROUTER IF ITS FAULTY,It is never their fault when yo call them, and, and if you are getting bad service and want to leave they charge you for the whole of the contract,as Im a senior citizen they try to intimidate you and say you dont understand what your talking about...STAY AWAY FROM POP TELECOM TOU HAVE BEEN TOLD!!!
Reviewer
Lee
Location
Bathgate
Date
01/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Every time openreach go into the junction box outside my property it knocks my telephone and broadband off. POPTELECOM are telling me what days they can get openreach and I may be liable to a charge if the fault is in my property. Direct debit is getting cancelled and I’m moving provider as this has happened a few times. Members of staff are not customer focused when it’s impossible to get time off
Reviewer
Jon Dianovics
Location
Bury St Edmunds
Date
23/09/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have not had any problems with POP telecom. Their customer service has been excellent and their support fantastic. Zoe has been really helpful in a recent question I had.
Reviewer
Chris
Location
Romford
Date
23/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I have to leave my contract early due to moving to a new property that doesn't have a phone line yet and have been hit by £280 early termination charges. Nothing like that in their terms and conditions and customer service who are ruthless and not helpful. Was hoping for a better way out as I understand they would have charges for leaving early but having to pay the whole contract length is unfair. I wouldn't use them again for anything.
Reviewer
Alan
Location
Cambridge
Date
13/09/2021
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Good speeds with normal reliability. Had one problem and it was solved within the hour. Courteous staf that had good manners! Was checked with new deals, and accepted one, gonna stay with this company for as long as I can if they continue like this!
Reviewer
Di Spointed
Location
East of England
Date
12/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
It's a big fat NO!!! from us. Senior Citizens beware of intimidation through being dismissed as irrelevant and emotional. They want your money not your happiness. What a truly awful experience. Happy to blame everyone else for THEIR failure to meet fair expectations of an ISP. Including Open Reach and the customer.
Broadband OK in rural areas but landline is utterly shocking. 2 baked bean tins & a piece of string more likely to exceed expectations than this!
Just don't do it ~ go somewhere, anywhere, else.
Reviewer
Charlotte
Location
Blackpool
Date
09/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT GO WITH POP TELECOM!! They tell you everything you want to hear over the phone when signing up and DO NOT give you anything they say is in your package. They are rude and have tried to block me from joining another company my bill is always more than what they say it should be and I don't even have a house phone to say it could be that. Really not happy with them and I will also be reporting them to ofcom for harassment too
Reviewer
donald
Location
hampshire
Date
04/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They don't send the latest deals so you can choose whether to stay with them. they also block you from changing to another provider
Reviewer
Sandra
Location
Coggeshall
Date
27/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Biggest load of old rubbish I've ever come across. AVOID AT ALL COSTS!!!!
Reviewer
gillian devereux
Location
sudbury suffolk
Date
19/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
awful awful service. slowness. told i would receive a new micro filter in 24-48 hours, a week later and still not got it. once my contract is up i am cancelling it
Reviewer
Sonia
Location
Blackpool
Date
09/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’ve been waiting for 2 months to get internet. I call every week and I’m always greeted by rude people!
Every week they change the date of installation, although I have already an openreach socket at home they do not give answers!
I’m tired of spending my words on calls with them, tired of spending money on data.
One of the ladies that got my call put on my notes saying that I requested extra hours service to openreach when I didn’t say that. So they lie, they joke around with costumers, they don’t give plausible answers, they tell me all the time that there’s nothing they can do.
Reviewer
Sharon
Location
Denbigh, North Wales
Date
29/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rude and argumentative staff. Poor constant signal and customer service team are badly rude and almost enjoy being unhpful and raising their voice at you whilst telling you you can't get out of the contract. Cancel your DD. Company sign you up to something they don't really offer. Stay clear of this company.
Reviewer
roy
Location
yorkshire
Date
24/07/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
dont care much for provider but to Job sorted my router ta
Reviewer
Sian
Location
Neath
Date
12/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful!! Avoid avoid avoid. Internet hasnt worked since i went with this company. Rang to say i was having problems... when i spoke to representative i asked if there would be a call out fee if there was any problems with the internet he said no. Actually there is a fee of 192.00. Another person from customer service told me to get a screwdriver and take the socket off.if i could look to see if i could see a problem...i kid you not!! Iv never heard anything like it. Worse thing i did was moving to this joke of a company.
Reviewer
Paul
Location
Wales
Date
05/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please please do not go with these Muppets stay away bad rude customer service and it’s a big con
Reviewer
Tracey mason
Location
Derbyshire
Date
15/06/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
After speaking with Paul today he sorted out my problem in no time. Paul was very nice to speak to and polite,he talked me through everything and now it's all sorted.Im happy now it's all done.
Reviewer
Neil McLaughlin
Location
Whitehaven
Date
25/05/2021
Ratings
Customer Service
5.00 stars
Comments:
Princesses excellent at giving me advice and get me set up with my router it is absolutely fabulous thank you very much
Reviewer
MoreBeer
Location
Southport
Date
09/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ordered Broadband based on the reviews from Trustpilot... Within 10 mins of posting up my purchase on Social Media, I was inundated with warnings about the company about how they manipulate their own reviews, social media pages etc... So I cancelled my contract with them immediately. I have thus far struggled to get the £9.99 refund for the modem that I was never sent, despite emails and social media attempts. Not a trustworthy company. Avoid!
Reviewer
mark
Location
london
Date
05/05/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Good service and easy sign up process
Reviewer
craig
Location
bristol
Date
05/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company. internet goes down multiple times every day. the router they send is so cheap and rubbish and they customer service is terrible. do not recommend.
Reviewer
Sarah
Location
Cumbria
Date
30/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company ever.worst customer service ever,no reliability either.the connection cut off numerous times every single day from anywhere upto over an hour god knows how many times we complained but they said they would do a line check and say it was fine when clearly it wasn't.they called me a liar,they charged for a service we were no longer using and had cancelled many months earlier.they cancelled our order with another company without our consent 3 times which they legally cannot do but did anyway as they are nothing but crooks.the service they promised was not what was delivered so who broke contract?I would say it was them but no they accept no blame or responsibility at all,they are making it impossible to leave them with cancelling our switch without consent,we jst want to leave but they won't let us.i have physical and mental health problems and they constantly bombarded me with txts and calls.stay away at all costs,it's not worth the headache
Reviewer
ben
Location
wrexham
Date
13/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
had it for not even a day and it’s already went off two times, never buy this internet it’s useless and it is slow, already makes me want to jump of a roof cause i can’t play my champs, piss poor company that don’t even know what they are doing
Reviewer
Cran P.
Location
Berkshire
Date
10/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible experience with this horrible company. They confused an elderly relative with health issues into renewing an overly-expensive contract over the phone. Then they stonewalled them during the period when it should have been possible to quit without a financial penalty, ignoring all emails asking for help. Fear of being cut-off during a pandemic deters anyone from trying to switch. So they are stuck with a pricey, year-long contract before they can leave, and who knows how easy that process will be? In my opinion, this is a pretty crooked company. Please avoid them!
Reviewer
Tom Dee
Location
England
Date
06/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Glad to be out - do not trust other review sites with "pilot" in their names as the bad reviews are removed to keep the score high. Cost me more than a years sub too get free but I was so frustrated I paid. I hope more people read through review sites other than the obvious to save themselves hassle. I'm paying a little more now but at least it works!
Reviewer
Eva
Location
London
Date
05/02/2021
Comments:
Absolute scam! Avoid at all cost! Customer service is really bad. They keep overcharging me. I have been mis-sold the service. Trustpilot removes all the negative reviews... Do not get involved with them - you'll regret it.
Reviewer
Tom Dee
Location
England
Date
01/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They get Trustpilot to remove bad reviews - just glad to buy my way out of contract. Customer services tried their best but they need to up their game as a service provider - absolutely shocking service!
Reviewer
Patricia shearer
Location
Belfast
Date
31/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Nothing but bad experience with PopTelecom. Promise you the world but don't deliver. I am a pensioner recovering from cancer and in isolation. I rely on the Internet for my connection with the outside world. My broadband was down more often than not but they would not release me from my contract even though I had no service.
Reviewer
Julian Watson
Location
Warwickshire
Date
22/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We moved to this company placing an order in December 2020. Our old provider acknowledged the transfer which was agreed to be 22 January 2021. I phoned them to confirm on 22 January. They were very rude and unhelpful. They said it would take another 14 days to transfer our line and broadband. I flipped. 2 weeks without broadband when home schooling because they messed up! I cancelled. Avoid - you have been warned!
Reviewer
Moty
Location
Sutton
Date
09/01/2021
Comments:
They use tricks to make you pay as much as a good service.
They hide the fact that it is actually the low rated TalkTalk broadband.
Reviewer
terence
Location
Skye
Date
08/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Shocking company paid nine pound 99pence set up fee on line end of october ,phone call next day to say cant provide service to my area , can i get my money back . No no ,repeated phone calls and email ,no responce ,this company is totaly ignorant to customers ,still have not received my money back to this date, do not trust this company they lack any decent customer service
Reviewer
AVOID Pop Telecom at all cost
Location
London
Date
23/12/2020
Comments:
Please avoid this provider! It is the worst internet provider I have ever used. I have been mis-sold an internet package and they want me to pay much more for their services than what we agreed over the phone. They will trick you even if you are such a careful person like me. Their customer service is terrible and they don't bother to investigate issues! Any other broadband provider is better than them. AVOID. This is a scam provider.
Reviewer
vince mack
Location
isle of wight
Date
10/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A complete scam. Charged £60 to put in a phone line because they said we didn't have one when there was already one in and when challenged they said it was a connection fee. Couldn't use it on the so called day of activation because there was an I.P error. They said we should get a relative to sort it so we cancelled it there and then. They broke the 'contract' for failing to provide what was paid for and refused to take any steps to provide a service. It was cancelled within 24hrs and 2 weeks later they say the service is now active and we are locked into a contract. During that time they kept harassing with phone calls. That's impossible you can't have 2 internet providers sharing one line. They spoke to the missus like she was an idiot and harassed her with a 30 minute phone call during which 3 different operators kept bullying and lying to her. There is NO contract they provided no service and we cancelled within 24 hours and they even admit they provided no service for 2 weeks by saying it was now active even though we are with another provider. You don't get paid money for nothing unless you're a charity! They owe us £60 for the bogus line installation, £9.99 postage for their router which is so light you can balance on one finger, who charges postage for a router to use their service so they can make money out of you! Plus compensation for bullying! Deception is a criminal offence. Crooks, fraudsters, liars and bullies that should be put out of business and jailed.
Reviewer
chris wilson
Location
South Leicestershire
Date
02/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
SHOCKING SHOCKING SHOCKING- utterly terrible experience- cancelling after 6 months- the service must drop out like at least 7 or 8 times a day and having to do a full router reset each time, the customer service idiots are terrible too - clearly a load of straight chav boys- using words like "innit" and speaking in that vile scummy street slang for some reason- no skills what so ever. the worst, most tacky, tinsel town set up i have ever seen they shouldnt be in business- AVOID AT ALL COSTS!
Reviewer
Tom
Location
London
Date
19/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Broadband speed was never going to be fast over ADSL and that's fine however the problem is the reliability of the router which requires a reboot multiple times a year
Pop Telecom acknowledged this fact after being with them for almost year yet did nothing about it
Be careful with the contract, it'll double in price after it ends
Reviewer
Badger
Location
Northants
Date
10/11/2020
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
BAD. Thought we had a problem with the quality of our previous provider until we had the misfortune to get roped in with POP. The internet drops off when ever it likes, usually when our business needs it most. We contact customer service now on a regular basis and Im getting to know the tech department very well....lovely people, they just don't realise that the service they are trying to defend from complaining customers is total crap. I have apparently another year of this terrible service unless i can buy out of the contact, which i cant afford. My direct debit has also doubled within the first six months...Do not Pop with this crowd.
Reviewer
EMMair
Location
Scotland
Date
26/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Had to complain to CISAS twice(like the ombudsman). Have finally left the company this week with no penalties due to CISAS intervention, after being with them only 4 months.
Reasons - Didn't consult me that my number would change so I had no incoming calls for a month including work calls as I was WFH due to Covid at the time, no Caller display for 6 weeks and my bill went up after a month.
Decide for yourself if you want to use this company.
Reviewer
Fraser
Location
Nottingham
Date
30/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The service was very unreliable going down almost every evening. Eventually the service got really bad and I contacted technical support who diagnosed and faulty router. Whilst replacing it free of charge they insisted on charging me £10 for recorded delivery! This was supposed to be overnight but arrived three days later. I'm moving in the hope of finding a more reliable supplier.
Reviewer
Andrew
Location
Milton Keynes
Date
28/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Make sure you read up on POP Telecom before you sign up, contrary to what they manage to smoke screen the internet has thousands of posts on places like Money Super Market showing how awful their service is and how they'll overcharge for services not received.
Spent the best part of a year trying to get POP Telecom's useless customer service department to fix my internet which was granting speeds of less than 1.0MB/s when I was promised 10x that.
Each call to the call centre was a nightmare with various employees who didn't know what they were on about palming me off with the "we'll call you back" and never calling back.
My new provider is seeing me with average speeds of 11MB/s without them doing anything other than sending me their own router - POP Telecom were adamant the issue was with my property/overhead lines (seriously?)/something out of their control. The new provider is providing me with standard broadband through the exact same phone socket and is perfect.
To summarise POP Telecom:
- Head to Money Super Market forums and search their name, look at the thousands of disappointed customers
- Each call to the call centre takes around an hour to connect
- Each time you connect it will be someone that doesn't know the answer and needs to contact someone else, they won't transfer your call and will say they'll ring you back - they won't ring you back
- They do not respond to official complaints made to them
- Their more senior staff are rude and ignorant, they tried their best to palm me off with stupid excuses blaming Openreach but there was no problem with Openreach in the area (brother an Openreach project manager and confirmed no active jobs or breakdowns)
- Their router is physically unable to project the terribly slow WiFi through granite walls
- When I tried to cancel during my 14 day cooling off period I was told I had to pay the full contract amount to leave
tl;dr summary? You pay for the peanuts that they feed their monkeys, they do not care about customers and are rude/inept.
Reviewer
Cass
Location
Plymouth
Date
27/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely dreadful broadband, crashed all the time, slow speeds , Poptelecom tried to blame my connection and I
would have to pay openreach £192 to get my lines
tested
I said I was ending my contract, they harassed me loads of
times by messages, phone calls and emails. They said I had
to pay £172 to end contract then it went to £134 with no explanation, I am very ill and on lockdown since end of January. I contacted the government debt help line and they recommended I don’t pay it . I have now changed my provider. But Poptelecom are really really bad and would advise people to stay clear no matter how good there deals look
Reviewer
Zoe
Location
Devon
Date
21/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had the misfortune of being locked into a contract for a whole year. My broadband speed was terrible. I had 3 engineer visits who all said that I needed a new upgraded router. Pop Telecom sent me the same router and charged me £10 postage. Pop Telecom refused to send me a different up graded router. I gave up trying to speak to them, they were just so rude. I am now able to leave this awful company. I signed up to a new company and then received quite intimidating text messages warning me that my new internet provider would leave me without internet due to a lack of engineers, they requested that I call them ASAP.I also received a text message stating that there was unusual activity on my account and I must call them. I have also been bombarded with phone calls from them which I have ignored. I believe the reviews on Trust Pilot are made up and written by the same person, the grammar is incorrect in a lot of the reviews! ie no full stops or commas! It’s so obvious. This company is truly shocking and I have reported their intimidation to trading standards. Please avoid.
Reviewer
Jason
Location
Derby
Date
05/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
For years I have had perfectly fine wifi internet from various providers. As soon as I switched to Pop Telecom on what looked like a good deal, problems started. The connection was always dropping out. They wanted me to pay for an OpenReach engineer but I was clear that there was no fault with my lines, and they said they could detect no fault through their systems. They tweaked some settings to no avail. Eventually they said they would try 'a stronger router'. They sent me the new router, at my expense and adding a monthly rental charge for it. Lo and behold the problems stopped.
I have been arguing with them that their initial provision of an inadequate router when all other ISPs have not had this issue means that they should not charge me for the delivery or use of the 'new' router.
Their latest response says that the new router runs on the Wireless AC standard and the previous one was Wireless N. They said that the Wireless N one obviously had difficulty 'working [its] way through sources of interference in your or near your home'. The fact the AC router works better shows 'that there are sources of interference within or nearby your home which our standard router is unable to work around'. They say therefore the original router is performing as expected but doesn't 'meet your particular needs'. They say the option to order the 'upgraded' router is available at ordering (I didn't see it, but then I wouldn't have looked for an upgrade as I have never had problems with any other ISP's equipment) and 'we wouldn't deem it unusual that our upgraded router performs at a higher level than the standard router that was opted for'.
If you want to pay one price for internet that doesn't work and then add £5 a month extra for a router that does work then Pop Telecom are the guys for you. Otherwise you're probably best off finding a company who provide the service with a proper router at the advertised cost.
Reviewer
Tom Dee
Location
England
Date
04/08/2020
Ratings
Customer Service
1.00 stars
Comments:
I have given 1 star for the customer service as I have always found them fine to talk to but I refuse to give any stars for the rest of the "service.
The speeds are inconsistent - can't even stream iplayer just now. The service drops out regularly and the 2 routers I've paid for like to just stop feeding wifi when they feel like it.
I usually pride myself on researching first and went off the Trustpilot reviews much to my chagrin. You will find that the only negative reviews on Trustpilot are very recent whereas the good reviews go way back. I read they try to get as many bad reviews removed to keep their rating high.
If I had known there would be no customer service available after 6pm or at weekends I would never have signed up. If I had known they piggyback on the TalkTalk service I would never have signed up.
Thankfully I'm most of the way through my contract and should soon be able to switch to a better provider who guarantees a minimum speed and has customer service available when most people need it.
Another point if you too are still in contract - keep an eye on your bills.
Reviewer
D Down
Location
Caerphilly
Date
03/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling
Reviewer
E. Needham
Location
Notts
Date
25/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute TOTAL RUBBISH. I was disconnected by mistake and after frequency chats on-line and phone calls here I am 11 days later still without any broadband after being told I would be reconnected within 48 hours. AVOID this company at all costs
Reviewer
Chris B
Location
South UK
Date
11/07/2020
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Scammers - Fraudsters
DO NOT USE
The are absolute crooks. Will rip you off with charges that have never been incurred. Customer service extremely rude. The people working at the company are scum.
Reviewer
katie
Location
Newcastle
Date
06/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Cheap to get you hooked in, then jumps up to £40.00 a month. Then you're stuck on a rubbish deal. Customer service have attitude
Reviewer
Dan
Location
North East
Date
22/06/2020
Comments:
Wow. What a mistake this was.
Terrible Customer Service.
Terrible Internet.
Terrible Company.
AVOID THE T***ERS.
Reviewer
Aidan
Location
Stirling
Date
09/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Avoid Pop Telecom at all costs. The wifi is not reliable or good connection, they charged additional fees for engineer visits which never happened and overcharged us when the contract came to an end.
Reviewer
Peter harrold
Location
Shotton colliery
Date
28/05/2020
Ratings
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not a company you can trust once they get you into a contract they make it very difficult to leave they try to stop your transfer and when you try to contact them i.e. via phone or e-mail they totally ignore you they also overcharge you to leave them not a company you can trust
Reviewer
Amy xo
Location
Cheshire
Date
26/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Avoid this company. Was sucked in by a new package deal, Internet speed okay dropped out a few times no major problems. My internet contract was due to end and as I am now working from home I wanted a faster connection and here is where the problem started! I took out a new package on the 21st of April. cancelled this contract on the 22nd of April. My new provider were unable to take over the line as pop telecom cancelled the request. On top of this they then DOUBLED my month direct debit charge. I am still being charged double by them now as they won’t let my new provider take over the line. I’m currently working from home so I physically can’t be left without a broadband connection or I won’t be able to pay my mortgage. As they charged my this unexpected bill I am now overdrawn on my account on a very distressing time with the covid 19 situation. I believe they have tried to take advantage of this to over charge customers. I have no idea what to do now as my new provider can’t take over the line as pop telecom cancelled the request after sending my a termination letter! Outrageous.
Reviewer
Paul GRIFFITHS
Location
COVENTRY
Date
15/05/2020
Comments:
Gald my contract is coming to the end under no circumstances use this company speed terrible reliability terrible having to write this review using my mobile data as no internet thats how bad they are so if u want to pay for somthing they dont supply this is the company for u
Reviewer
chris
Location
anglesey
Date
13/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company trying to extort my mother for a service they never provided!! We went straight back to BT as their reliable & don't ask for money when they provided zero service. All i can say is avoid at all costs!! Much better companies to deal with not these bunch of con men trying to threaten "court action" when nothing was provided, take us to court it'll be funny as you won't get a penny you'll just look like scamming fools as we can prove you didn't provide anything other than a headache for 4 days with no internet so we went back to BT, now you think we owe you £300, silly fools
Reviewer
Sian Nagle
Location
London
Date
20/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE
You may be lucky and get an okay service. However if you are one of the many who are unable to connect and they can not resolve the issue you will be charged £100+ cancellation fee. Even if the fault is not with you and you never receive any broadband connection.
Disgusting excuse for a broadband provider
Not worth the risk
Reviewer
Ryan
Location
Edinburgh
Date
14/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Internet speeds are ridiculously slow and drop out for around 10 minutes every few hours or so. As per usual it’s a “line fault” but they’re using the same line as BT were previously before we switched - and didn’t have the same issues.
All in all, I would avoid.
Also, they have a great Trustpilot score due to offering £5 discount to month1 bill for submitting 5 stars.
Reviewer
Anon
Location
SMith
Date
19/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
First, it was difficult to get installation on my requested date, on December 11th, 2019, even though I had requested the install in November. So, unexpectedly we were without internet after moving back to the UK. I found that an odd experience after US companies get you up and running on the date you request.
They eventually arranged an installation on December 23rd. The Openreach guy came around for 15 minutes--late afternoon on the day before Christmas Eve, and said he would have to install wire, and advised me not to install it today, and put it on hold to check if my landlord would approve. At no point did he suggest putting it on hold would cost me money. I later found out that he said he made a report that I was not home, and that a charge was made to POPTelecom for 160 pounds (Engineer charge query 195474). That works out at 640 pounds per hour. POPTelecom are trying to pass on that 160 pound charge onto me.
Passing on an installation charge to the customer, where in fact they promise free installation, is unethical in this case. As a business, POPTelecom aquires risk of dealing with installations and outside contractors, and taking on that risk comes with the likelihood of great profits. Charges from contractors for installation cannot be passed on the customers.
After the December 23rd unsuccessful installation I had to wait until January 16th for installation to be done. In doing so the Openreach employee talked and we figured out what had happened: someone a long time before I arrived back in the UK must have pulled out the wiring for the broadband. Therefore both POP Telecom and openreach may have been looking at old information that was telling them that installation would be easy. The Openreach employee was a change and worked through the installation.
In February, I noticed a shock charge on my account for 160 pounds. I found out what it was for, spend hours explaining it on the phone, and a bit on email. And finally I had it removed. Success! Here is the email I got:
"Engineer Charge Query TaskID 195474
Pop telecom Customer Service customer.service poptelecom.co.uk Thu, Feb 27, 2020 at 4:22 PM
To: Mr redacted REDACTED gmail.com
Dear Mr REDACTED
Thank you for contacting Pop Telecom.
I have investigated into the engineer charge from Open reach and i can confirm we have removed this charge from your account and will investigate with Open reach directly.
If you wish to reply to this email, please press reply on this email keeping the subject line intact. This will then register your new email against your account.
Kindest Regards
Pop Telecom"
I replied back asking if it had been removed online, and POP replied:
"Pop telecom Customer Service customer.service poptelecom.co.uk Fri, Feb 28, 2020 at 9:54 AM
To: redacted redacted gmail.com
Dear Mr redacted
Thank you for contacting Pop Telecom.
I can confirm this charge has been removed from your account. I personally removed this myself yesterday before i emailed you.
You have nothing outstanding on your account.
If you wish to reply to this email, please press reply on this email keeping the subject line intact. This will then register your new email against your account.
Kindest Regards
Pop Telecom"
HOWEVER! I got an email from a different POPTelecom stating they had heard back from the Openreach engineer, and they are going to charge me 160 pounds after all.
This is fraud because I was told before I entered into this the costs involved, and that installation was free, and the back and forth I have had with POPTelecom has been time consuming and experienced by me as if I am dealing with a sociopathic company. Sure enough I heard many such stories about POPTelecom online.
This is just one of a number external complaints I will make if POPTelecom goes ahead and tries to take the 160 pounds from me.
I am happy to pay the monthly subscription, but not the fraudulent installation charge.
Reviewer
Wasif Hussain
Location
Watford
Date
16/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful organisation, increased my broadband price 3 times by stealth during course of first year, then tried to suggest I had a 24 month contract and tried to double price again. People in Debt made no concessions only allegations. Charge for customer service calls, and work from a PO Box in a way that is consistent with who they are and how they operate. Now going to managing director and regulator.
Reviewer
S. Martin
Location
Dorset
Date
11/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I reported my service was down to POP Telecom & it took 9 days to reinstate it. Scheduled days for the work were advised but further delayed without any communication from POP. Their customer service is non-existant & they're ready to blame BT Open Reach for their failures. I got sick of doing all the chasing. I asked one of their supervisors to let me know if there was any change but she didn't bother to contact me as promised. All in all a shambolic experience. POP may be cheap but so is their customer service. I was run round the block & they even sent me an email 3 days after the line was fixed, claiming they were working on my fault.
From bad personal experience, don't use them if you have a choice
Reviewer
philip reardon
Location
Radlett
Date
10/03/2020
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
I can't believe that this Extorsion Company, dressed as a telecom company, still exists. They had a contract with me a couple of years ago, helping themselves to my money for whatever charges they dreamed up, blocking another company taking over twice. Take your case to CISAS
Reviewer
Igor
Location
London
Date
10/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I did a big mistake by purchasing POP Telecom package for a price of £14.5/month which now cost me a fortune. Internet speed is between 0 and 3 Mbits/sec though advertised at average 11 Mbits/sec. Customer support refused to give me £23 refund and preferred me contacting Internet provider regulator and small claim Court which I did. I wasted one man-day of my life but still ended up with the service which I can to terminate without a penalty fee and can not be improved..
Reviewer
marc maiols
Location
doncaster
Date
09/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay away!!!!!!
Do not register direct debit from your bank account, you'll find that poptelecom charge you for no reason, stealing from my bank account after I've paid for so many fees and they've invented invoices for services that does not exist...I've couldn't cancel the DD bank says they are not allowed to cancel....worst company ever, bad attitude of costumer services pleople trying to look like superior
For ending contract 3 months before 12 months they've charge me £20 invoice,then £43 services, £50 early end fee,then again £29 services invoice... unbelievable
Reviewer
Andrew
Location
Milton Keynes
Date
02/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I get less than 10% of the speed promised, even at night around 3am I get 0.5-0.8MB/s. Before I switched I was receiving 45MB/s from Sky.
They insist it is a line fault and sent out an engineer when I told them I was unlikely to be at home. Of course the engineer found me to not be at home and now they've charged me £192 without any warning.
Trying to contact customer services is nearly impossible, you can only ring their call centre and wait in the queue which has taken me over 30 minutes before I've had to hang up before.
Their representatives say different things and obviously their guidelines aren't clear for them. I was told this morning I'd be emailed a direct line to a manager, when they didn't do this the next woman told me they can't give direct lines.
I'm beyond stressed trying to deal with this company, I'm fairly resigned to the fact I'll pay £15 for another year and have to use my phone's 4G because POP Telecom's WiFi is a dud.
DO NOT trust Trustpilot reviews - Google and this website show you the true picture.
Reviewer
Emma
Location
Leicester
Date
11/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband is slow keeps cutting out customer service staff are rude, deceptive and unhelpful.
Reviewer
Lorraine
Location
Scarborough
Date
24/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I saw an offer online for broadband/telephone for £14.50/month. I thought this was great, as I am on a limited budget, so signed up. They charged me £9.99 for the router, which was fine as most companies do, then tried telling me I would need a line installing (even though there is an active line here already). They arranged for a technician to call between 8am - 12noon one week day, but as I work mon-fri 8-6 and sat mornings, I told them I would not be in, so could I arrange it for a weekend. They didn't do weekend appointments, so I cancelled my order as I found someone who could. Within a few days they refunded me the £9.99 directly to my bank account.
A week later (13th January) they took £20.12 from my bank account. When I contacted them, they explained this was the invoice from the date of installation to the end of February. I informed them that I had cancelled my order the week before, and they assured me I would receive a refund. I kept checking my bank, but no refund had been received.
I came home today, to find I had received a cheque in the post for £20.12. Fine..... apart from I can't get to the bank until 15th February!!! I have contacted them and asked them to pay directly into my bank account and cancel the cheque.
So disappointed with their service, and would definitely not recommend.
Reviewer
Marty
Location
Bexhill-on-Sea
Date
24/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst experience with a company I've ever had.
Firstly, the trustpilot page for these guys is pretty much fraud. They report negative reviews to trustpilot who just remove them without question. This has taught me never to trust trustpilot as their system is completely broken and is being abused by pop telecom. Please note that ALL sites which review Pop telecom have very low scores except for trustpilot.
So the actual experience with pop telecom was a constant nightmare. Terrible speeds, constant disconnects, long wait times to contact support, rude support staff and they literally stole money from me (yes really, they kept taking money from my account using my cards details which for some reason they kept stored after I made a manual payment once).
My bank said they've got a history of doing this sort of thing and allowed me to report them for fraud and block them from doing it again.
This is by far and away the worst ISP in the UK, stay away from them.
Reviewer
Dan
Location
Cardiff
Date
20/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I switched to POP Telecom via USwitch a couple of months ago. I took the £13.50 12 month deal and the order confirmation email I received from POP Telecom confirmed this. However, my bill for next month states I owe £18 and, when I called them up, I was told that this was £4.50 of 'assurances' which had been free for the first two months. The 'assurances' were apparently to cover any breakdowns of the router or phone line, but my router was broken on arrival and they refused to replace it, so it's essentially just profiteering. When I asked why this was not on my order confirmation, I was told that there was 'no legal requirement' to include the full cost in any such communication. Further, they said that as the bill had already been generated, I could not remove the 'assurances' for the next month, only the month after. However, they could not confirm exactly how much I would then be paying then and whether or not it would be the £13.50 I signed up for. When I asked where I could find information on these charges, I was told I could only find them by using my mouse to hover over a specific question mark during the ordering process. When I said that, given that the cost was not clear on their website and not included in the order confirmation, that it seemed like a hidden cost, this was denied with claims that it had all been signed off by OfCom and they were entitled to do this. Worse was a bizarre conversation with a supervisor who, when I asked to be put through to their complaints department, said that 'higher management' would make a decision about my complaint and call me back later - He did not even know what my complaint was, so I asked again to be put through to their complaints department. He said that their complaints department was 'dealt with' by management. So I ask which management, to be told his floor manager. I did not understand what his floor manager had to do with my complaint, so asked again at which point he admitted that POP Telecom have no complaints department. He then told me that they'd be going for 29 years, had lots of really good reviews, were a very profitable and successful company with 50,000 customers as a justification for not having a complaints department. So, I just have to wait for his floor manager to call now - I can't waiting for my contract to end so I can finally move on!
Reviewer
Maciek Klimowicz
Location
Sheffield
Date
18/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID!!! Slow and Terrible Service!
Avoid like the plague is you value your money and time!!!
I'm not one to write bad reviews online for no reason, but I'm getting desperate here.
I signed up for a one year 35 Mbps broadband contract with pop telecom a few months ago. It took them a month to install the connection. Once they did I realized that instead of the promised 35 Mbps I get 0.5 Mbps after 6 pm. I reported the fault to the company over 2 months ago, spoke to a dozen experts on their helpline, to no avail. They don't respond to emails or take ages, getting through on their helpline is a massive challenge and when you do, it makes no difference. They also warned me they could charge me 200 GBP for an engineer visit - that's almost as much as I last for the year contract!
I also wish they moved the staff they hire in their billing department to their customer support department because those billing guys are fast! They will waste no time in pestering you about unpaid bills, even if they are paid, they will send you letters with red font warnings, they will slap you with fines for late payments, even if you pay on time, they will charge you extra for using a payment method other than direct debit. Very efficient, just in all the wrong places. Oh, and they will also offer you a 5 GBP discount if you give them a good review on trust pilot, so take all their 5-star reviews with a pinch of salt...
10.12 Update:
I receive a message from pop here on trust pilot, asking me for my account information yesterday. I replied instantly, still nothing was done, no contact from pop since yesterday.
10.12 Update:
I called pop's helpline for the Xth time. After 20 minutes of waiting, I got through to a consultant. She spent another 20 minutes "checking" the same fault to finally tell me that her supervisor will call me back. "Today?" I asked. "Yes, today" she replied. That was yesterday. I received no calls from pop. And my "35 Mbps" internet currently runs at the speed of 5.15 Mbps - and that is five times faster than what I get in the evenings.
12.12 Update - it took this one-star review for someone from Pop to finally contact me. They said they tried anything they could and don't know what is causing the issue. Tomorrow they will let me know if they will be letting me off the contract without consequences. I'll wrap this review up when that's done.
13.12 Update: Pop telecom promised me yesterday that they will call me tomorrow to inform me if I can cancel the contract with no consequence due to their failure to fix my internet. No one called me today and their support line doesn't work on the weekends. The drama continues.
16.12 update - having waited since Friday for the promised phone call, I lost patience and called the helpline myself today. There I was yet again promised that they'd call me today, told that the call is scheduled and they will make an extra note to make sure I'll be contacted today be the team leader. Well , it's 23:54 now, I don't think they'll be calling me anymore today...
18.12 update - today I finally got a call from pop (4 days later than they told met the would). They told me..wait for it...that I CANNOT CANCEL MY CONTRACT. Basically they say they did nothing wrong, they deliver the signal to my house and it's not their problem that I don't have the fast internet that they sold me. And they tell me this 8 weeks after informed them about the fault....
So I just filed a complain with the trading standards office and with CISAS asking them to help me get my contract cancelled and receive a refund. I'll update this review once this is resolved.
So far my experience with Pop is as follows:
- The internet doesn't work as advertised
- Communication is terrible. No replies to emails, hard to get through on the helpline.
- They make promises that they don't keep. They don't keep to their own schedule.
- they keep their customers hostage demandig to pay up while not providing the advertised service.
- The billing department feels very hawkish, with all the warning letters, texts, and messages urging one to "pay up asap or else..."
Reviewer
Sian Nagle
Location
London
Date
05/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
UPDATE - I have now been charged £137 for cancellation fee and two months service which I never received. This company is disgusting. Avoid Avoid Avoid.
The response I have received from Pop Telecom has basically told me that it is my problem and I have to deal with it. That I will have to pay a cancellation fee (£101 +original installation fee) for a service I never received which has cost me time, stress and money.
I would also like to add that I live in a studio flat in central London. I am one of 20 tenants. The other 19 have no issue with their wifi providers. So I believe the issues is with Pop Telecom.
UNBELIEVABLE.
Following on from my previous review I would like to complain further about the service.
A new router was sent with incorrect information. Once the correct username was put in and it still does not work. The problem is not consistent. My laptop does not detect any WIFI availability, while my phone does but the password appears to be incorrect despite it being confirmed by one of the pop telecom staff. I spoke with someone earlier today who explained that there is nothing wrong at their end. He did not actually ask what was the problem in detail only that it should work. It is not working. He also added I could leave by going with another provider… this seems odd to me. Surely I can cancel with them directly.
I requested a cancellation via the phone over 30 days ago so I would like a confirmation that my account is indeed closed.
Furthermore he has said that he is unable to wave the cancellation fee of £101. So to sum up – I have to pay for a service that has never worked, cost me time, money and stress as well as an additional £101 to leave. I was expecting an apology and refund which is what I should receive from any reputable company.
DISGUSTING SERVICE – DOESN’T WORK. WILL NOT RELEASE YOU FROM THE CONTRACT. NO REFUND PLUS £100 CANCELLATION FEE. SURELY THIS ISN'T EVEN LEGAL????
I would like to complain about my experience with Pop Telecom which has frustrated and exhausted me over the last 6 weeks.
My WIFI has never worked and many, many attempts to get it up and running have been going on since the start. It has been reconfigured, a new adaptor has been sent, a new router, a BT technician has been sent out.
The contract stipulates that I cannot leave without a fee before 28 days as you are entitled to try fix the connection problems. I have given them 6 weeks to resolve the issue. They are stating that it should be working but it is not – no help was given to resolve the issue. But I was told I would need to pay £101 cancellation fee with no refund for a service which has not worked at all.
Reviewer
Simon
Location
Man he’s
Date
04/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I would give no stars but it won’t allow it.
Poptelecom is a scam total scam, my advice make a complaint and do not resolve it and then ask for a dispute resolution form to be sent to ofcom to make a judgement of your complaint, this method will alert of on that something is not right with this company’s operation and then they will investigate. Poptelecom have consented over billed me for me choosing to pay by my own means this has cost me 8.00 and because I have to contact them every month to have my bill corrected they say I’ve paid late and charge me a further 6 pounds. This is a scam a total scam and they should not be allowed to operate. Poptelecom sent me an email to my complaint stating that they had corrected the over billing and had ordered my direct debit to pay them, I only left the monthly cost of my bill in my account and they tried to take 27.90 instead of the 19.99 I had left in my account to pay their bill. I believe this is theft and why they insist on direct debit to take what they want.
You have been warned DO NOT USE POPTELECOM THEY WONT LAST LONG SO YOU DONT WANT THEM WALKING OFF WITH YOUR MONEY.
I’m off to find a new service as I’m sick of having to undo their scams and watch my bank account to ensure they haven’t taken anything as they are also thieves a company run by gangsters.
Reviewer
Dan
Location
Cardiff
Date
01/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up as they were offering a much cheaper deal when my current deal with a different company came up for renewal. The first thing they did was to send an engineer around, even though one was not required and no-one could tell me what he was needed for. Even the engineer didn't know why he'd been sent. Then they forget to tell my existing provider that they were taking the line over, so I ended up paying for two services with POP Telecom refusing to refund the difference or offer any compensation. They told me that this was actually my fault because they said I had asked for an additional line and not a take-over, despite there being evidence not only from me, but the staff who emailed be, that it was a take-over. The router they sent was faulty and I asked for a new one, but they kept telling me they had no record of the first being faulty and so could not replace it. I even called and wrote emails to them asking for help, only for them to say they had no record of me contacting them about it and so could do nothing. It's been a month now and no wifi. Also, no help on the weekends, or at all really, and there seems to be a mysterious 'management' who makes all the decisions regardless of how wrong and unfair they are. I've never got through to 'management' and no-one has ever been able to give me details of who these people are. Seems to be run by amateurs who really have no idea what they're doing. Avoid!
Reviewer
S AHMED
Location
Swansea
Date
28/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total Scam, Internet doesn’t work fine, awful services. Demanding to pay whole year’s subscription if we want to cancel the contract. Please Avoid Pop telecom broadband, cheap in price but very cheap & terrible services. AVOID – TOTAL – SCAM
Reviewer
Paul perry
Location
Aberdare
Date
27/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Totally a rip off Company took a day off work for the engineer to turn up only to find out pop Telecom give me the wrong date
Also after taking a £19.95 contact out the bill went up to £24.06 they told Me I should have read the small print
This company shouldn’t be in business their a total rip off company
Reviewer
Sian Nagle
Location
London
Date
26/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DISGUSTING SERVICE – DOESN’T WORK. WILL NOT RELEASE YOU FROM THE CONTRACT. NO REFUND PLUS £100 CANCALTION FEE. SURELY THIS ISNT EVEN LEGAL????
I would like to complain about my experience with Pop Telecom which has frustrated and exhausted me over the last 6 weeks. I would like to mention that I work long hours and often from home, at one point I became so overwhelmed and disgusted by the customer service I actually cried whilst in my office which was so humiliating and unlike me.
My WIFI has never worked and many, many attempts to get it up and running have been going on since the start. It has been reconfigured, a new adapter has been sent, a new router, a BT technician has been sent out.
The contract stipulates that I cannot leave without a fee before 28 days as you are entitled to try fix the connection problems. I have given them 6 weeks to resolve the issue. They are stating that it should be working but it is not – no help was given to resolve the issue. But I was told I would need to pay £101 cancelation fee with no refund for a service which has not worked at all.
Reviewer
Silas
Location
Rugby
Date
24/11/2019
Comments:
Zero stars- this is a rip off. Internet rarely works and when it does the speeds are deplorable! They won't let you leave them despite their terrible service and will not resolve the issues without charging you more. Phone calls go unanswered. AVOID AVOID AVOID!!!
Reviewer
Richard
Location
Dudley
Date
21/11/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Signed up through Uswitch because of such a cheap deal and I'm always hunting for the cheapest provider.
I read all the bad reviews after i signed up and feared the worst, so i began searching other popular providers and saw that basically they were full of bad reviews too. Just seems like 90% of the time people review only when they're having a bad experience. So here is a good one.
From the beginning they kept me informed every step of the way, i only needed to contact them a couple of times once as i made a mistake on the form and another because i wanted to make a general inquiry about switching procces. Both occasions i only had to wait 3-4 minutes before being directed to professional friendly people who helped me quickly.
The Wifi router arrived on the day of the switch and was only left without internet for a couple of hours or so. speed is more or less the same as my previous provider at half the price.
The high gain Tp link router they provided gives me 5 times the range, it reaches right to the end of my garden at full bar, whereas my other providers router would not even pick up a signal at all, not even a weak one. I was going to use wifi signal boosters for that but now i don't need to.
Allthough speed is the same as the last provider. YouTube videos seem to load quicker and no lag between skips. I don't know if that is because of the router.
I have a standard Adsl package with pay as ypu go calls.
All in all so far i have had zero problems with the service and i have nothing to complain about. Hope this is helpful.
Reviewer
Emma
Location
Lochgelly
Date
14/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wish I could actually say how good the broadband is but after nearly 6 weeks we're still to recieve it since they've messed up the whole thing, sent out a dodgy engineer to ruin the whole thing and take advantage of my 72 year old sick gran. Sick of them, customer service have hung up on me multiple times and have been completely useless in the whole situation. Don't join! Stay as far away as humanely possible.
Reviewer
SAM
Location
NE
Date
02/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
would give this company 0 stars if i could, absolute headache i've had to make 20+ calls to them and still no broadband! ..Ordered broadband from them a month and a half ago they just keep sending me modems (i've now got 3), they haven't a clue what they are doing. They take the money and install the broadband after the cooling off period, i've managed to escape them and their contract because the service i've received is appalling but i still can't go with another company because they've got an open order on my line. Honestly just avoid them they are a rip off.
Reviewer
Kendall
Location
London
Date
28/10/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Finally a broadband that works with a company that answers the phone quickly and talks to me like I am a person
Well done pop tel
Reviewer
Ali
Location
Leicester
Date
28/10/2019
Comments:
Zero star, avoid this predator company. I have started my contract 5 days ago, they said I have to pay termination fee if I cancel my contract. I dont have internet during the weekend and evening times. Avoid it.
Reviewer
David moore
Location
Anglesey
Date
26/10/2019
Comments:
Avoid, avoid , AVOID!!!! My elderly father was with them and been trying to leave them for 2 months , and despite several calls saying that we are done , still refusing to release line to BT and still trying to charge him , absolute ameaturs !!!!! Can’t see them being around to long !!!!!!
Reviewer
Disgruntled
Location
Nottingham
Date
26/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If it was possible to leave zero stars I would!! Been a customer for 6 days and haven’t had any internet connection thus far. Informed the customer service after waiting 1hr30 in total I was confronted with rude staff and no advice. Only advice they gave me is that I’ll be charged £20 for a repair even though it has never worked! With an office of only 4 employees don’t expect anything at all for this company. somebody should do an exposé of these guys to stop anybody else signing up. If you enjoy being lied to, ignored, patronised, stolen from and left in the dark then this is the service for you!
Reviewer
Stephen Douglas
Location
Belfast
Date
16/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I think if anyone was to read about my experience with POP Telecom they would end up with Post Traumatic Stress Disorder. Just deplorable to say the least.
Reviewer
Ali
Location
Harlow
Date
10/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
terrible
Reviewer
D Hind
Location
Date
02/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up with email promise of speeds of 11...I get up to 1.5 if lucky. I realise we live in a village and wont get very fast but I can get a signal out of the room with the router in or even watch Netflix, or catchup. Want to leave but can't for another 9 months. Customer service od appalling. Stay well away
Reviewer
Ziad Dibsi
Location
Mitcham
Date
30/09/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Not usable at nights and week ends plus disconnections for without prior notice.
Reviewer
Mike Roberts
Location
Durham
Date
20/09/2019
Comments:
No stars at all as they don't deserve one.
Only been with them a few months but still holding out hope that they get a bill right soon. Tried everything to get them to listen to me without success but they look like they're one of these companies that are only interested in money and don't give a damn for their customers
last month I went two days without service and needed to jump through fiery hoops to get them to adjust the bill.
Today I received a bill which had an additional £17 apparently as I had the nerve to complain This will not be paid obviously but am expecting the usual backlash from these licenced bandits so watch this space. should have read the reviews instead of being guided by price alone
Reviewer
Rico
Location
Durham
Date
05/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid!!!
Bunch of thieves! Was told fibre was available in my area (it isn't). Charged me prematurely for a service that wasn't even available and refused to give me refund after I cancel within 14 days after being told by my previous provider I can't get fibre in my area.
Departments don't talk with each other, so they're lost every time I check on progress. Customer service was minimal and had me on hold for a long time. I don't regret many things in life, considering them is one I regret.
Reviewer
robert smith
Location
Emsworth
Date
19/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When I 1st joined Pop I thought they were brilliant - sadly that is no longer the case. My internet has been intermittent to zero for over a week and download speeds from 14-20 down to a max of 6....despite several e mails and many uses of their online contact forms I have heard zilch from them. It seems they truly are the cowboys so many accuse them of being.
Reviewer
Stella
Location
Hampshire
Date
19/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I recently left this company and i am very unhappy with how they treated me because i left
They told me in chat it was fine for me to leave when i asked to as my contract would end on1st June i asked can i leave now they said yes so i accepted my new provider starting on the 7th June and thought i would just be charged until that day but instead they charged me for a whole month without telling me that they would do so more than i was normally paying inside the contract which was 21 they now charged me 36 and even though i protested that i did not use the phone fir calls anymore they charged me and for international calls also after i had left them which i think was disgraceful
No amount of protesting would change their minds they took the money from my bank and have left me very angry even though i had been a good customer of theirs for over 2 years
Reviewer
L.Williams
Location
Swindon
Date
17/06/2019
Ratings
Customer Service
3.00 stars
Speed
2.00 stars
Comments:
We wish we had stayed with our previous provider, router has to be re-set typically twice daily, slow, must have wasted hours of my time over the year.
Customer service was just about adequate when I phoned up. Overall satisfaction zero.
Reviewer
L.Williams
Location
Swindon
Date
13/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not very good, slow and we have to keep switching the router off and on when it drops out , several times per day.
Reviewer
Chris
Location
Manchester
Date
05/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Only joined 6 weeks ago and have had to complain many times about service. Told they have fixed it many times but is not any better. Now being told need new router as in their words the standard one isn't that good so I should spend more money with them for more expensive one. Lost replacement router and not responding to my emails now, will be sending to ombsman to get supply switched and only went with them as Martin Lewis site recommended them!
Reviewer
Clayton lipsett
Location
Fintona
Date
16/05/2019
Comments:
STAY AWAY!!!! The worst internet I’ve ever had, having to switch it off and on everyday since I got it installed!... having to ring them at least every week about it and never tried to fix it once... now thankfully near the end of contract and the absolute cheek/threatening manner of their support team has boiled my blood!... I actually can not understand how legally this company can rip people off with their crap service and get away with it... it’s just terrible!! I would please for your own sake advise anyone to stay well clear of this poorly run business...
Reviewer
Jerry Bushell
Location
Exeter
Date
25/04/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
We were sold this deal through Currys. Never again! When you change broadband provider always do it on line and READ THE REVIEWS FIRST! OK, the very best and the very worst reviews often contain a high % of reviews paid for by either the provider or a rival company. You'll know these because you see the same wording on loads of review sites. Lets face it, broadband providers don't do well anyway so ignore the 1 star and 5 star reviews, 3 stars is average and 4 stars positively brilliant!
Lets start this from where we were. We were with TalkTalk, but we were fed up with their salespeople constantly ringing to update our deal. It was so ******* annoying we decided to leave. So we were ripe pickings for Currys sales team. They set us up with an 18 month deal with Pop Telecom. It sounded really good. No charges for phone calls and a fixed price of £18 a month for the duration of the contract. Only it didn't last. We found broadband speeds very low, and frequent freezing. The phone would stop working, sometimes for several days at a time. That was when we checked bank statements. The £18 a month for 18 months had lasted just 2 months. Then Pop put up their prices billing us for extras other companies don't charge for such as router insurance. I think we've paid for the router several times over now. Suddenly our basics were over £30 a month with calls on top of that! Far cheaper to use my PAYG mobile phone so that's what I've been doing. The trouble is we were stuck with Pop Telecom till mid December 2018. We were away for 2 months in the new year so we left things till April after we got back.
First pick of companies to take over was going to be John Lewis but they told us we couldn't switch to them without changing our phone number, so that was out. However they did advise us to go back to Pop Telecom and ask them for a better deal. So we did, explaining what we wanted and asking if as loyal customers they would offer us a better deal. Well over a week later, the time in which Pop telecom guarantee to come back to any customer enquiry, we had heard nothing so we went ahead with our second choice of provider. The switch is due in May 2019. It may be coincidence, but the day after the future provider confirmed they'd contacted Pop Telecom, Pop Telecom phoned us. My wife was not pleased to field that call. She asked why they hadn't contacted us sooner. They said they always contact their customers after their contract runs out. Strange that. They'd had us as customers for 18 months, never contacted us once even when we'd contacted them about breakdowns and they'd known our contract was due to run out in December 2018 and had had a whole month of 2019 plus the e-mail they "guaranteed" to have replied to inside a week but didn't. My wife told them very firmly but politely what they could do with their offers, the next transfer deal is done and Pop are too late!
Finally we've had a letter from them. It tells us that we're due to pay extra fees for the "early termination" of our contract that expired 3 months ago! Obviously we're disgusted with them. If anyone owes money, they owe us a huge refund. So Back to the bank before the transfer to block the direct debit...
I cannot recommend them.
Reviewer
Samara
Location
Essex
Date
22/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID! AVOID! AVOID!
The WORSE company I have ever encountered. They reel you in with apparently 'cheap' prices and then tie you up in knots to extend your contract with extortionate prices and terrible broadband. We moved house and not only have we been a whole month without Internet which they are still going to charge us for, they renew the contract to another 24 months! Been on the phone to them constantly about moving and was never once told this would actually renew the contract! All we want to do is leave this awful company but they want to charge us as much as possible to leave.
NEVER EVER GO WITH THIS COMPANY!
They should be shut down.
Reviewer
Stephen
Location
Durham
Date
04/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Internet is fine just don't ring them up as they a rude, talk rubbish and dont miss a bill for a day or they will ring you fromm 9am every 15min to 30min for days and send you a email saying they will trans fer yo to carnt pay take you away over 21.99 berry professional
Reviewer
R Johnson
Location
Liverpool
Date
27/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
they messed it up royally, as they seem to have done with everyone.
Charges 10 days prior to install, threats of not going ahead etc etc, all beyond ofcom regulations.
Pulled the plug fast and to their credit, they refunded the £20 fee in 2 weeks
Reviewer
Stephen Lewis
Location
GLOUCESTER
Date
13/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Well where to start.Having lived in the same house and had successful broadband with both BT and Talktalk for the last ten years i made the mistake of being sucked in by price. My fault. After a week the connection would frequently drop off or be so slow was unusable. They said its because your so far from the exchange. I always have been i say. Im not expecting much more than 2 megs . i do get 2 megs ocassionally but still dropping off. Tried new router, better for a short while then back to same old rubbish.I ask how can it be i have no problem with two other providers,but garbage with you. no answer. Not even responded to last couple of e-mails. So decided to just grin a bare it till my 18 months was up and could go elsewhere or so i thought. Brings us to this morning. I contact them to inform of change off address and . First they tell me a £40 charge will be made by open reach for the new line[im moving next door] and the lady discontinued her telephone service. I ask so if there was a line i assume no charge . correct they say. I say ok ill call open reach[i have contacts]. Ah no they say its not an open reach charge after all its an moving house admin charge . Open reach charge is £30 but they'll waver this. However the absolute worse thing which i think is a disgrace is because im moving home the contract renews to another 18 months. So im stuck with the worst broadband in propbably the world. I say if its a new contract then surely i can cancel within 14 days. Oh no you cant your stuck mate its in our terms and conditions. Stay well clear . Rubbish rubbish rubbish. Actually im astonished the connection has lasted long enough for me to complete this review
Reviewer
Afsdan
Location
Midlands
Date
28/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constant communication with the company to and fro and my mobile data is quicker in all respects hands down. Cannot watch a simple hd streaming video without the quality suffering to no end. Company says I need to upgrade to fibre whereas the same service with talk talk was superb. Learnt my lesson. Company just cares about the numbers not customer satisfaction in my honest opinion. There's much better service providers,don't get trapped by the plans they fish for new customers with.
Reviewer
Raja
Location
Stoke on trent
Date
18/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customers service and
Internet Broadband provider in UK
Reviewer
Robert
Location
Emsworth
Date
14/02/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
They connected me 2 months ago - since then I have enjoyed fast speed broadband without interruption or slow down(s). Whatever their difficulties when starting out believe me, for £21 pcm this is the very best broadband deal out there bar none.
Reviewer
Andrew
Location
Newport
Date
10/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Since I have decided to switch provider these guys have been awful. Daily calls asking to stay. Whats worse - and I'm not sure how they have done it but they have successfully cancelled 2 attempts to switch to another provider without any explanation or notification.
For balance - prior to that they have been OK with no problems
Reviewer
Gigi
Location
Devon
Date
21/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
worst provider ever experienced. charged £200 for engineer visiting which there was no fault in the house, when through the telephone I cleared been told that if no fault inside my house I won't be charged. called them few times promised to send me the telephone record but nothing. in the end I just give up to argue with them. then I decide to leave them they charged me twice bill in same month, also request another early exit fee which I am already out of contract 18 months. customer service call only Monday to Friday, when need call them weekend there is no chance to contact, my internet was down for 28 days but they said needs be 30 days then I will get bill relive, too much stress for me to through this again with them.
Reviewer
Chris
Location
Middlesbrough
Date
11/01/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Hello just thought I'd leave a review just moved in my house a few months back and was looking for cheap broadband deals came across poptelecom cheap deal thought I'd take a gamble I'm more than happy needed an engineer's to come and install a phone line to my property which only took them about an hour been up and running for abit now with no problems whatsoever happy customer cheers Chris
Reviewer
Ashley
Location
Bath
Date
10/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor customer service so rude and snappy, wont provide you what you pay for worse company ever would mever recommend
Reviewer
Andrew Wilson
Location
Edinburgh
Date
04/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Simply the worst customer service I have ever encountered! After I left they proceeded to threaten me with a debt collector for monies that had been paid. Rude unprofessional and almost deliberately unhelpful.
Reviewer
Robert
Location
Emsworth
Date
02/01/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Changed to POP recently, they do all they promise and more. I have the highest download speed now and feel confident in recommending POP to friends and family.
Reviewer
N metcalf
Location
London
Date
28/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband speed virtually non existent, unable to use Now tv all over the xmas Period, tech support only available during office hours, so no help there, a really poorly run outfit, who are connected to talk talk can't wait to end contract, stuck with them till March
Reviewer
kenneth stamps
Location
smethwick
Date
21/12/2018
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
after a recent kerffufle with these people i think they are actually getting their act together, hooray.
Reviewer
Martin
Location
Northern Ireland
Date
03/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I ordered pop broadband on a deal at £21.50 with no connection fee but i got a call today from pop broadband saying i cant have that deal because were i am and its £29 a month plus £40 connection fee i have never heard of this before i wouldn't touch this company with a 20ft pole very shady
Reviewer
Gethin Davies
Location
Newport Gwent
Date
30/11/2018
Comments:
I can not get WiFi it keeps dropping off and if I am on the computer most of the time it drops and I have to start all over again I'm going to contact the BBC program x-ray I hope other people will so we can make a fuss
Reviewer
Dave
Location
Mansfield
Date
15/11/2018
Comments:
Useless booked a slot now say cant do it never met such an incompetent company maybe cheap but useless gine with another company but pay more but at least i get a service not like these fools
Reviewer
Alisha
Location
Staffordshire
Date
14/11/2018
Comments:
Not even worth one star!! Worst company in the world the customer advisors are rude. They don’t do anything to help there customers. Total rip off! The wifi drops in and out all the time! Find any reason to bring up my bill. Can only have two devices on the WiFi anymore and it buffers for about half an hour! TGE WORST COMPANY E V E R!
Reviewer
Amanda Kennings
Location
Newtownards
Date
24/10/2018
Comments:
I will give no stars. This is a disgrace of a company and should be avoided at all costs. I signed to transfer line over to this company. Was given a direct date of the 1/11/2018. However 7 days before live date which was 22/10/2018 they try and take a payment of more than my monthly bill. I didn't have the funds as I never got enough pay this month due to deaths in family and having to take time off. This company wanted me to borrow money to pay this bill and refused to honour the live date unless I paid. As I couldn't pay they cancelled my order and left me with no phone services and bank charges for unpaid direct debit. All of this on the day I was meant to go live so my old company ceased line as per request. I have emailed and the refuse to answer. I contacted ofcom who say its against rules and regulations not to disclose to me that were taking payment before live date. It all should have been fully explained but it wasn't. So in a way I'm glad this has happened cause they have shown what a disgusting outfit they are.
Reviewer
Bruce bagley
Location
North walez
Date
29/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total crap service!!!.I have gone over to Plusnet.ive just had a letter from a debt collecting agency for wait for it,36p yes 36p!!!for anyone waiting to go to them!!FORGET IT!!!!!
Reviewer
Nancy
Location
East Sussex
Date
17/09/2018
Comments:
No stars whatsoever. Dreadful, dreadful service. Cant wait to be free of them. Will avoid like the plaque in future
Reviewer
nama
Location
avenuestreet
Date
01/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
CUT THE OWNER OF POPTELE AND FEED HIS MEAT TO DOGS HIS FAMILY MAY GOD MAKE DIE IN CANCER FOR ALL THE SCAMS HE DID IN THIS WORLD SHIT FUCKING NET SCAM
Reviewer
Clare Sheppard
Location
BURY ST. EDMUNDS
Date
23/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I put up with this for a year and a half. I complained Serveal times did improve temporarly. Had 5 months left and tryed to change provider they contacted me and threatened me with a cancellation fee. But gave me the same deal as other provider. My service is now worse than ever. Now I'm stuck with this crap service for another 2 years. What an idiot. Can anyone help.
Reviewer
Suz
Location
Dorset
Date
16/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs, service is constantly cutting out and dial-up is fast, customer service well there is none. Rude, arrogant not prepared to help, refused to tell you who their ADR is so you can make a complaint and they won't do anything to help. Need closing down.
Reviewer
Paul Bryan Stuckey
Location
Alnwick, Northumberland
Date
13/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
NEVER EVER USE POP TELECOM!!! They are absolutely rubbish!!! Our broadband has been dropping out for months, they did a check and told me it dropped out 25 times yesterday, however, it would cost me nearly £200 if an engineer came out and couldn’t find a problem! I said well there is obviously a problem if it’s dropping out 25 times in one day! They said it could be my fault so I would have to accept the charge, they said it could be rats chewing my wires or a small child playing with the line connection?! They advised I get a screwdriver and try to fix it myself!!! Please spread the word, they are ridiculous, stay well away!!! We will be getting another provider as soon as the contract ends!
Reviewer
Bruce bagley
Location
Anglesey North wales
Date
09/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Did not inform me that contract had finished!! Speed of broad band use less.have gone to another provider.had a phone call saying they could do a better deal. Would not take NO for an answer!!!.hung up in the end.poop telecom!!!
Reviewer
Bryan
Location
North Wales
Date
27/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Overall the telephone/broadband performance was satisfactory, but after the contract was ended a very threatening email was sent demanding payment of an outstanding bill, threatening court action and debt collectors. This was only a few days after the bill had been sent out and as far as my parents knew the bill had been paid. No attempt was made to contact to clarify or seek payment in a courteous manner. An absolutely disgusting way to treat customers. Shame on you.
Reviewer
Mike Brown
Location
York
Date
27/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid like the plague. Inaccurate billing. Threatening staff. Refusal to let you move provider. DD system that doesn't work. Overcharged by 100% over 2 years. Breaches of Ofcom Regulations. Illegal debt collection practices after you've left and don't owe them a penny. DO NOT USE POP TELECOM. CHOOSE ANYONE ELSE.
Reviewer
Sean
Location
Fife
Date
01/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
The internet connection drops every couple of hours meaning you have to reset the router. If you phone they are rude won’t let you leave even within the cooling off period. Just a joke of a company in my honest opinion avoid at all costs.
Reviewer
Dawn W
Location
London
Date
17/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Pop Telecom are resellers for TalkTalk, the lowest rated of all broadband suppliers. So not only are you getting the terrible performance which talktalk are famous for (see 'which' reviews) but you are dealing with a middleman too. I know because I moved to pop telecom from talktalk without realising this...and only discovered too late.
I have had endless problems with them since getting trapped into signing up for them. It started when I discovered that the 14 day money back ends before you are connected with them. I got so fed up with their poor customer services that I went to visit them and found just a little locked office. Nobody would talk to me and I was told to phone them. Again.
I demanded to be released from my contract but they said they would only let me go if I paid the whole of my 18 month contract of in advance AND paid a £100 cancellation fee.
I spoke to talktalk, who I'd had problems with before and they confirmed poptelecom were reselling talktalk broadband but refused to help.
When I tried witholding payent to get some sort of service I started getting debt-collection calls (on one day I received 6 ansafone messages from different people) and eventually one that can only described as threatening.
Pop telecom is just a name. It's actually a group of 10-12 people, reselling other peoples services. They're a nightmare to deal with.
Reviewer
karen
Location
Blackpool
Date
16/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish this company I started with them at my old address and when I moved they said I had to start a new one I am due to move again next month and really do not want to start another contract
Reviewer
EBirch
Location
West Midlands
Date
13/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poptele com found at fault by CISS in April 2018, still have not paid me my compensation sending a final bill to them via a lawyer and l will take them to court.
No broadband from July 2017, left them in March 2018 with out any exits fees because l used the CISS service offered in London, and its free.
Keep well away from them.
Reviewer
Francesca Cozzi
Location
London
Date
24/05/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Used them, think their rather good
Thanks
Reviewer
Amanda Tune
Location
Holbeach St Johns
Date
18/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Wanted to swap broadband as mine keeps getting more expensive. Typed in postcode at Uswitch and Pop offered me the £21.99 deal for broadband and calls. Great. Then I get a phone calls to say I cannot have what they offered - I would have to pay £42.99 for the SAME options because I am in a rural area (ie three miles out of Holbeach). What rubbish - the same line but they offer us a worse service at twice the price. Talk about take advantage - strangely the chap could not give me an exact explanation of why it is more expensive - just kept saying its because we are rural.
Reviewer
Raymond
Location
Ashington
Date
16/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My contact has ended with pop telecom I changed provider had to pay £22.99 for leaving started to juse my new broadband then I RECEIVED a email demanding that I must setup a direct debit with them or I will be charged £9.50 a month and they will pass my case over to a third party to collect the money's and this will effect my credit rating. I emailed them back and said why do I need a direct debit with you when I no longer have a contact with you they emailed back and said you don't have a contact with us any more and you don't owe anything money no apology just dam right nasty beware of the scum you give your money to
Reviewer
Hafizul
Location
Westmidlands
Date
16/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish
Reviewer
philip reardon
Location
london
Date
14/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs. Worst company I have ever dealt with. Dont pay the (£100-500)disconnection/severance/cessation or whatever they call it at the time. It is not legal to have a residual contract clause.
Reviewer
EBirch
Location
West Midlands
Date
26/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Lost Broadband in july 2017, by December 2017 still not fixed, tried to move on ended up going to CISAS (Communications & Internet Services Adjudication Scheme) who found them at fault, no fees applied,refund of my costs, Poptele Com hid behind "contract" but the contract works both ways, they tried to say broadband is free, so they can not be held to account, load of rubbish, so are their fees to move on, do not pay if you have a real reasons/faults keep all letters etc and go to CISAS for help. Link on google.
Low cost means third world services who just do not care.
Reviewer
Mike
Location
Manchester
Date
13/04/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Absolutely superb. Can't understand some of these bad reviews. If you don't like them go with someone else and pay twice the price. For the price they are simply unbeatable.
Reviewer
Mr Dennis Towers
Location
Southampton
Date
03/04/2018
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Comments:
very unreliable broadband.
Reviewer
mark
Location
Newton Stewart
Date
30/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
shocking a rip off from start to finish the worst provider on the market they just randomly add charges to you bill and hope you dont notice. the connection charges for the free phone calls are more than the phone call itself. truly awful avoid at all costs
Reviewer
Craig Hamilton
Location
Petersborough
Date
21/03/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I go straight through to customer services in under seven seconds. Not only is this the shortest call waiting time but it is the shortest by a considerable margin, bearing in mind that the next longest wait is with BT at just under four minutes.
I did hear that POP have had customer service problems in the past hover in 2018 they focused on getting your house in order.
I have been with over 6 providers most of my adult life with and POP is the only company with a 80%+ satisfaction rate.
BT disappointed me here too with a rating of 50%. Meading that half of all customer enquiries were seen to.
Interestingly, all of the other main providers fared relatively badly in the latest survey that consists of my friends family & acquaintances. POP scored w which placed it at the top of the pile for the large providers.
Similarly to the Which? report, the PC
My previous provider Plusnet are no longer bottom of the heap.
Taking the plunge
While I took my on personal survey above the broadband provider reputations can provide a good general guide to customer service, there are some other points to consider before taking the plunge.
However, over the years I've noticed there are some key indicators, aside from reputation, which suggest that customer service from a broadband provider will be good or exceptional.
These key indicators are listed below:
POP, over large brands: there are exceptions either way but this is a good rule of thumb.
Free support numbers are a good sign: see below for more on this.
Service starts at sales: broadband mis-selling is still all too common and tends to lead to complaints, so if sales are suspicious the chance of poor service increases.
Note too that taking out an unsuitable broadband contract - for example, one that's restrictive on home moves when we know we'll have to move house - is one of the major causes of broadband customer service woe.
Reviewer
Emma parr
Location
Redditch
Date
13/03/2018
Comments:
Please don't sign up to this company. Worst Internet providers going with bad customer service too. Worst part is you are stuck with a 2 Yr contract with them. I literally can't wait for the contract to finish
Reviewer
Hazel
Location
RENFREW
Date
05/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
total waste of time broadband always going down whe i called i got abuse on the phone saying they could not see anything wrong and demanding over £50 for a new router stuck in an 18 month contract beware of this total garbage.
Reviewer
Ian McCall
Location
Northumberland
Date
28/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Well what a soory state this Company has got its self into. Having experienced it at first hand I have to agree with the majority of reviewers. This is an appalling Company and the regulator needs to take heed and do something about it.
My own story is similar to those below, Pop staff who do not listen to your complaint, badger you to pay inflated fees, coerce you to stay with them at all cost and then when you say NO. then they hit you with the fees..
My contract termniated naturally after 24 months, I decided to switch as was my right. That was the start of my nightmare. They blocked my switch and then went on to harass me for £100.00 exit fees. Its in the contract they say. section 32. Well I examined my contract and low and behold, its not there. Cast Iron case of changing the terms mid contract. I posted them my contract as proof. Oh they say look at our web page its clearly in section 32. Not interested says I My contract does not contain this clause. They went on to block my switch again a second time. They also billed mt for the following month after my contract expired. When I cancelled the DD they threatend me with additional costs for not paying by DD. This Company is appalling. After almost 2 weeks they then tell me they posted out to all their customers the changes to contract in October 2017. Rubblish says I. I have never received anything via mail from this Company all correspondence including billing is via E Mail. I ask for a copy of this mailshot and low and behold they are unable to produce it.
Finally after much effort of their part to wear me down, they give in. A Senior Director has conceeded and allowed my switch to go ahead. We are now battling over the final invoice they produced for the month after my contract terminated naturally. Their regulator is CISAS if I have to take my case to them to finally get them to see sense then I shall and they will start to look rather foolish...
I have used Citizens advise and Ofcom for information. The thrust is"They cannot change your contract terms unless you have been notifed and they have given you 30 days to quit. They cannot block a switch on spurrious grounds and if they do they are running foul of Ofcom directive "General conmditions Of Entitlement section 22
Dont let them get away with harassment complain to Ofcom. They wont look at individual cases but as they receive more and more complaints they will have to take action against this Company.
Another useful site for info on how to complain is:- www.complainingcow.com
good luck
Reviewer
Peter
Location
Welney
Date
27/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Mega slow speed, particularly at peak time, pitiful response from customer service, charges arbitrarily added to account and punitive fees to leave - even OUT of contract.
Don't do it!
Reviewer
Caroline mckay
Location
Wisbech
Date
26/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had pretty much the same problem as many others. I was unhappy from the very beginning, and tried to cancel to find I could not without receiving a bill for the whole 24 months of the contract. I never received any paperwork from them and never was able to acces my account on their website. I gave up complaining about our poor broadband speeds. Now that the 24 months are almost up, I have set in motion a transfer to another provider. I get an email and a phone call, saying that there is a termination fee of £100. I have been with 3 other providers and never encounter such a condition. Apparently it was is the contract that I have never seen. Maybe that is why the can’t act was so illsuv.
Reviewer
Andy
Location
devon
Date
26/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID PEOPLE. I can only guess that people leaving good feedback work for them. So angry I was stupid to sign up, got out now but was charged £100 for this, although money well spent to get rid of them
Reviewer
sandra
Location
Denbighshire
Date
20/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I have read a lot of the other reviews and I agree with most of them, they tried to add on to my bill every moth, I stopped that! I want to leave them but I am too frightened to.my contract is up but I am frightened of them.I am old and trying to take on all this new world internet is very hard now for me to learn, I do try but I know now I have made a big mistake going with this company.... Think I will just have to stay with them! What a mess.
Reviewer
Chris
Location
Merseyside
Date
14/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've dealt with many bad companies - this one takes the biscuit, and anything else they can get their hands on. Please, please, please look elsewhere or you will regret it. How Ofcom have not closed them down long ago is a complete mystery. I assume CISAS (arbitration service) must have a separate department to deal with these....people.
I got this deal from MoneySupermarket. Advertised in 2 places as an 18 month contract and £22.99 per month with free anytime calls to landlines and free router.
1st charge was £6.99 to deliver the 'free router' - ok let that one go. Speed up to 17Mbs. Can't grumble as I know that means it will be nowhere near that. In reality it was from 5-6Mbps down and around 0.75 up. Service is erratic over the weekends but bearable if you are a light user.
Once you try to leave then you realise you are in Royston Vasey. They say the contract is for 24 months and not 18. They way they do this is by slipping in small print that states 24 months after the contract begins. Luckily I have a copy of an email sent to them explicitly stating that this was for an 18 month contract(plus screenshots) - not that it made much difference they are still trying to force a payment for 24 months.
The other scam they try is to change the start of contract date so they can charge early termination fees. Unfortunately they sent me an email stating when the contract started. I pointed out that by time of the contract start date they were stating they had already sent me an invoice and dipped into my account for pre-payment for the 1st month so this could hardly be true (or legal).
The next scam is additional unauthorised charges. These started on the 3rd invoice with a whopping 5 items added creatively named - Land line assurance, CLI PR or REST or CALL-RTLRFD (yes - really), Premium rate adult bar, Premium Rate High Bar. The result was the bill was nowhere near what was advertised on the initial web page offer. If you didn't spot the extra charges they would introduce a £0 Router Assurance. After a few months this would start to have an amount added.
I'm way to busy to check small print and bills, but finally rumbled this scam after the 15th invoice. The support person was very surprised I didn't like these unauthorised charges and said 'we add them to everyone's account'. Anyhow she promised an immediate credit note on the account. This never arrived. In two (recorded)phone calls the 'support' staff claimed that I had received some payback. Both amounts were very different and imaginary, nothing was ever credited to my account or against the invoices.
Upon trying to leave they stated a £100 admin termination fee. Two subsequent letters threaten fees of up to £500.
They have now cancelled my transfer to the new supplier - without informing me. I only found out by optimistically ringing my new supplier. I will be disconnecting their router from the termination date, unfortunately, as they know, this cause many problems.
The directors are gain huge incomes from this and their other company on the back of the misery they inflict on so many people.
Please review anyone you move to and check out the directors carefully on the companies house web pages.
Reviewer
Nora
Location
Ipswich
Date
25/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I complained to their regulator:
CISAS- TEL: 02075203814 They helped me within 2 days. I did not have to pay anything and I asked for compensation £ 250. I was successful
Even if some people paid £100 they have the right to complain to CISAS and ask not only for a refund but also for compensation.
TAKE ACTION PEOPLE
Reviewer
cynth
Location
staffs
Date
19/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
bad experience when changing from PopTelecom to another provider ,made me pay £100 there and then on the phone before they would release my telephone number and Broadband ,when I cancelled the direct debit ,they put it back on,I had to phone my bank to make sure it was cancelled
Reviewer
derek
Location
New Malden
Date
19/01/2018
Comments:
My contract was due to expire in January of this year. When I first signed up with POP Telecom I wanted everything to be easy and asked if I would be able to use my existing router. They said that I would be able to. I was surprised when I wasn't able to and I was subsequently told that POP didn't understand why I would have been told that in the first place. So I have to admit that I planned to transfer to a new supplier at the end of the contract in any case.
However when I came to transfer I was called by the Retention Team and asked why I was leaving and asked whether they could give me a better offer - they could but only by removing things from the package that I wanted. Otherwise their price would be about the same as the new provider.
They then hit me with the fall-back. To leave I would have to pay a £100 admin fee as set out in Section 35 of my contract. I balked at this and was told they could remove any future transfer admin fee if I agreed to sign up for another two years. I pointed out that this was a coercive act on their behalf and that I was now even more unwilling to stay as a customer. We agreed that he would put a note on the file that I didn't want to pay the fee and that their Debt Team would be in touch. Fine by me.
Until, that is, I receive an e-mail from my new provider cancelling my order because POP Telecom were refusing to transfer the line. In other words I would either have to pay the £100 or be forever stuck with POP - or I could refuse to pay the fee, close the line and pay to have the line reconnected by a new supplier.
Under these circumstances I have agreed to pay the Admin fee but pointed out that I would add to the on-line complaints and raise the issue with Ofcom.
I know there are a few people who I write to this site saying how wonderful POP Telecom is. That is fine but my previous provider to POP did not require me a fee in order to leave them or put obstacles in the way of the transfer. Neither does the new provider I want do it.
This is merely an unethical business practice employed by POP in order to provide a cushion against people leaving - or to coerce them in to staying.
For their poor business ethics alone this company should be avoided.
Reviewer
poppy
Location
Ipswich
Date
17/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The Most UN POPULAR Communication company in the UK. But POP Telecom do not care. Stealing money from their customer accounts under the umbrella of their Terms and Conditions, they became the fastest growing company in the UK. They are stealing, misleading and deceiving their vulnerable customers with no consequences from their regulator or any other government body. In my opinion they are stealing money with their approval. They are abusive, scary, they threaten their customers and make a lot of money for a service they cannot provide. They hate their customers. POP Telecom has no LIMITS , they can do whatever they want, charge you how much they want, hassle you , take money from your account without your approval, disconnect your line. In their mind customers have no rights and most of all their TERMS and CONDITIONS are only made for their interests and protection. They change their T&C every day, add new penalties, new fees without notifying their customers. IS IT SOMEONE THERE WHO CAN HELP US! no, nobody there, we are on our own- good luck poor people, in your struggle
Reviewer
Colin Marsden
Location
Peterborough
Date
15/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
The "Up to" 17Mb service spent much of the first year at less than 1Mb. Every mont there would be unrequested "optional extras" added to my bill, and at the end of the contract POP Telecom has the temerity to demand a £100fine simply because I wish to use another provider that will give me a faster service for less money.
If I could give negative stars for service and satisfaction I would do so
Reviewer
JOHN
Location
CAERPHILLY
Date
11/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
stay away from this company as they con old age pensions into singing up and when
you cancel with them they still take your money,
three mouths after you pay the cancellation fee over a £100 they then took money out of my account without even letting me know, phone them and got on were with them so please do your self favor ans say well away from them.
Reviewer
Rif Winfield
Location
Llanrhystud
Date
08/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The 'one-star' designation above is because this webside does not allow anyone to give "no stars" at all. I endorse everything that the most critical of the former Pop Telecom customers have said in previous reviews, and would very strongly and emphatically advise any potential customers to stay clear of this supplier altogether. We used this supplier for the contract period of 24 months, paying their charges in full for the whole period by standing order, in spite of a dire (or often non-existent) service. Although they claim a 24-hours service, there is no out-of-office-hours service, so if their service has a fault in the evening or at weekend, their is no way to contact Pop Telecom. In December 2016 our broadband was 'out' for eleven days - we received neither a reduction for the missing period, nor even an apology. When we decided to switch back to BT, we were charged a 'termination fee' of £100 (and their letter said it could be up to $£500) although the contract had expired. These people are charlatans, and no-one should be persuaded to use their 'service'.
Reviewer
J Fraser
Location
Scotland
Date
04/01/2018
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Under no circumstances go with these people. They added to my bill each month "hidden charges". Their call staff are nothing more than bullies and intimidating. It got so bad that I had to leave and they wanted an cancellation fee of nearly £500. I terminated the contract anyway as I would rather deal with debt collectors.They still kept my details and took the last of my money out of my account today leaving me broke for a week. On contacting them they said that as they had my bank details they were in their right to take money as and when they liked. I changed my bank this morning as I was at my wits end. I have been in tears over this company and stressed out. AVOID them at all costs as they are bullies and will drain you of money
Reviewer
Su
Location
Date
24/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Having received over 700 reviews, Pop Telecom is ranked 95 out of all the 98 telecommunications firms reviewed on Trustpilot. The regulatory association of this firm is CISAS, who deals with customers' complaints. CISAS needs a copy of the evidence (including communications) you have of the issue with the firm. A number of things could form the base of the complaint against Pop Telecom, for example:
(1) Charges not included in the advertised contract. While advertising on comparethemarket.com, Pop Telecom did not specify the cancellation fee of £50 per connection. This means a contract with this firm will cost you extra £100 if you have both broadband and landline when you transfer to a new provider. The price shown on comparethemarket.com is generally the total cost one faces when he transfers the connections to a new provider. Pop Telecom seems to take advantage of this common view. This is not fair to customers or other firms.
(2) Increased cancellation fees. Pop Telecom increased the cancellation fee per connection from £25 to £50 in October 2017. If a customer wished to leave the company because of this increase, he would have to pay £50 for both broadband and landline. If he did not want to pay that amount, he would be forced to stay with Pop Telecom. This way of keeping customers seems against the spirit of fair competition. It does not show dignity and respect to a customer.
(3) Threat to customers. A Pop Telecom customer might have received a letter ‘Terminating your account notification’ that says ‘Termination fees … may be up to £500.’ How does Pop Telecom compute this amount?
(4) Quiet charges. Pop Telecom adds items on a monthly bill without having a customer’s consent. If a customer does not notice it, she loses a few pounds every month. If she emails Pop Telecom to complain, the firm will apologise and return the money.
(5) Violent charges. To add to many examples listed in Trustpilot reviews, I add here mine. A late payment defined by Pop Telecom is one paid after the first of a month. I paid a monthly bill on 01/12/2017. The firm told me this was late payment because they received the payment on 04/12/2017. However, I have an email to evidence that the payment was made on 01/12/2017.
Pop Telecom does not show dignity and respect to a customer. This firm seems good at playing with their T&Cs to undermine fair competition and customer’s trust. There may be other incidents you have experienced with Pop Telecom. Keeping evidence and thinking about your rights is always helpful. Seeking a second opinion from e.g., CISAS, comparethemarket.com, or BBC Panorama or Watchdog can be helpful, too.
Reviewer
james jonson
Location
manchester
Date
22/12/2017
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Customer service is excellent, they always answer fast and solve my techy problems
Compared to my old provider whose calls are always outsourced and take ages to answer the phone. This should be a standard with all providers.
Reviewer
Nelson
Location
Sevenoaks
Date
21/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I ve been with poptelecom for 3 years,
about 8 months ago they started to charge me for line identification and router assurance £4.50 ,without my consent ,did not realise until 2 months ago, called them and i asked for an explication as i never asked for it, they gave me a refund a few days later but are still charging me again, called them again and they tried to blame on me ,I had enough. for me that is a breach of contract (i m on a month rolling contract now)
so Im changing supplier I had to pay £100 to leave them , they tried to force me to stay ,but I m not falling for that, then they told me that line ID was on previous contract with my previous supplier ,never had one before as I moved in and to to pay for a new line installation, regarding router assurance was told that they add it after 2 months service and I can cancel but it was never added for 2 1/2 years,now they decided to add ....
When they advertise they products they exclude vat but dont tell you about it unlike some other competitors.
Well its your choice.
Reviewer
Nora
Location
Ipswich
Date
21/12/2017
Comments:
Pop Telecom is helping themselves with unjustified charges from my direct debit account, without any notice or advice. I tried to get my money back going through their so called" claim procedures" but I did not have any success. I decided to take them to Financial Ombudsman. It is stress and aggravation but if all these unsatisfied customers would do the same , they might decide not to exist anymore.I strongly recommend to avoid them, run away as fast as you can
Reviewer
Andy
Location
Lincolnshire
Date
10/12/2017
Comments:
Poptelecom are nothing but a bunch of con artists. From day one of my contract the phone and broadband were intermittent ,I never got the services I was paying for and the bills were always well above what they should have been. They were never interested in fixing the problems but were quick to charge me for not fixing them lol.
After 11 months of complaining they were not providing me the service I was paying for I went back to my old provider and all the problems went on change over. Poptelecom's response was to charge me just under £1,000 for breaking the contract that they broke from day one. I refuse to pay and await them to take me to court which they will never do as the court will order them to pay me back all the money they conned from me.
Reviewer
Flo
Location
N.Ireland.
Date
06/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I signed up to "POOP" telecom and within 10 days tried to cancel. They said that they would bill me for the full term over £500 if I left before the end of my contract. I only received the terms and conditions in writing after I said that I had not even received them.They told me I was sent them 2 weeks earlier.I said how could the cooling off period begin before I even had the service they said it begun the moment I signed up. They quoted an all in price on Money Supermarket of £24.99 but they charge for everything. Their unlimited calls and broadband has a limit on calls and they charge a huge fee if you go over it.They are thieves and use any excuse to over charge. PLEASE DO NOT EVEN THINK ABOUT JOINING POP TELECOM THEY WILL CHARGE YOU FOR YOUR THOUGHTS.
Reviewer
P.Webb
Location
Kent
Date
25/11/2017
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Had a bad start but once things were sorted it been good.It is costing a bit more than they had me believe it would be but to be honest the Broadband speed is 100 times faster than I was getting from my previous supplier.They were a lot more expensive too.Overall I'mm well pleased.(So Far).
Reviewer
Brian Donohoe
Location
Glasgow
Date
24/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Warning don't go near this mob don't even look at them . I was with them for 6 over charged constant complaining months one of their excuses for overcharging was insurance for router and line cost me £139.56 to leave in September still got overcharged bill on October which they now say was part of leaving charge also £0.31 in November .
Reviewer
Michal
Location
Antrim
Date
19/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
On 1/10/2017 when I was extending my phone contract lady in Carphone Warehouse suggested to me to choose Pop Telecom for only 23.99 a month. She told me as well that I can cancel my contract within 14 days if I want to without incurring any charges. Since I never got a router (but had to pay the bill anyway) I went to Carphone to cancel the contract. After the phone call to Pop Telecom salesman told me that I have to call them next day because that happened to be Sunday and it had to be within 'office hours' and they can't do anything for me. So I rang the following day and informed the fellow called . That I want to terminate my contract since I didn’t even get a router. I have asked them to refund my money that they charged me (66 pounds for 1,5 month charge and set up). Person on the other side informed me that my account had been deleted and I am going to get my refund back in couple days. Next phone call was on 27/10/2017, I have asked them about my refund, and lady said that i have to wait for 20 days to get it back, so around 6/7 of November. Next Phone call I made was on 10/11/2017 the gentleman on the other side told me that the check had been sent but then another lady said that my account is still Active! And that she needs to check something so she will call me back. She obviously didn't. After another phone call on 16/11/2017 gentleman on the other side said that because i phoned them on the 15th day after I sign the contract (Please note that i couldn't do it on the 14 day since it was Sunday!!)that if i want to break the contract i would need to pay an early cancellation fee of 500 pounds. So today I got another bill for 26.08 pounds even though it was supposed to be 23.99 according to the deal i was supposed to get, but the problem is that i still did not received a router, a month and a half after first call! After i supposedly cancel my account on the 16/10/2017 I wanted to move to another broadband provider but Pop Telecom blocked that twice. I wouldn't certainly recommend that broadband provider, avoid it if you can.
Reviewer
Darren crane
Location
Worcester
Date
14/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst supplier of broadband ever advertised at 19.99 a month but i have paid £30s £40s £50s £60s a month. My contract was due to end and these even had the balls to phone my new supplier up to cancel my order.STAY AWAY
Reviewer
Sebastian
Location
Taunton
Date
10/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not satisfied at all , also I got a wrong bill and when contacted they said it is by mistake, money will adjust next bill by nothing happened .their internet is terrible may be more than ten days in a month no internet at all.
Reviewer
Andy
Location
Yorkshire
Date
23/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Been with this company for years, never had a prblem with the speed or service. My contract is now out and I am been put on a 1 month roling contract. I did a search and have been offered a better deal with an alternative supplier only to recieve an email from Pop sugeesting I may have to pay a cessation fee of up to £500 and suggestiong I called a specified number to discuss. On calling the number they firstly tried to keep my business by matching the deal I had been offered, when I declined I was informed they had costs to make the transfer to the new supplier which would be £50.00 Better than the suggested £500 in their email but still nontheless profittering in my book.
Reviewer
Valerie
Location
London
Date
18/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poptel smugly replied to my complaint about being blackmailed over leaving by saying I had 'reacted an agreement' [presumably 'reached, literacy not being a strong point either]. I haggled them down to a £25 penalty for leaving them after an expired contract. As I did it I said it was under duress, the alternative being lifetime servitude. It's surprising that they read these reviews as they don't make them mend their greedy ways. Scamming lil old ladies appears to be a speciality.
Reviewer
Kelly
Location
Hampshire
Date
16/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with this cowboy company about 8mths now and all I've had is problems.
The first 6/7mths my internet was terrible. The only device I use connected to wifi is my phone and it would cut off! So many calls to customer service and did nothing and if they did it was the same thing every time, was even told it was my phone that was the problem and not theirs. I since upgraded my phone and still had the problem. So I was then bullied into upgrading to fiber but £30 connection fee was to be added to my following bill, personally I feel I shouldn't have to pay the connection fee. Was then told I was only getting 6mbps to which I asked why wasn't I informed when I first took normal broadband with them! Everything is your fault never theirs. I did try cancelling and going elsewhere for broadband, but they cancelled my order with a different provider three times! To be told I had to pay £500+ cancellation fee etc then they'll allow me to go with Someone else. I now have an outstanding balance of £49 with them (fibre fee, it was £70+ but took some off that shouldn't be on my bill! That's another thing to watch for, they add things onto your bill without you knowing until your bill gets emailed to you). I explained financial hardship to them last week regarding outstanding bill. Lady puts a note to say hopefully will be paid following week, 2 days later I get a call from a rude young man saying I was paying on the day, i explained no hopefully next week, and he hung up without saying goodbye or anything, very unprofessional. Since then in the space of 4 days I've received calls on my home phone mobile and threatening emails of passing my debt over to collections for £49 plus £500 cancellation and admin fees. I would really love to leave and go elsewhere but they don't allow you too. So I'm now stuck with poor internet and rubbish customer service that harass you. My advice to people looking to join pop telecom. AVOID LIKE THE PLAQUE!
Reviewer
Valerie
Location
London
Date
16/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My contract with Poptel was coming to an end and I found another good deal.
Poptel's response was an aggressive letter and identical email saying I might have to pay up to £500 termination fee. They stopped my transfer without telling me. After I found out from the new supplier I had a very nasty conversation with one Jack who said they'd stop me moving unless I paid £50, as apparently lurking deep in 'termsandconditions'. This you must pay or stay until you die. This is contemptible sharp practice.
Reviewer
Gavin
Location
Dunfermline
Date
16/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After several months of billing issues and the customer service department refusing to apoligise and take responsibility for these error. I finally phoned to complain to them in regards to a failed direct debit. Might i add there was funds in my account and they did not attempt to take funds from my account. I even called my Bank and had it escalated as each time i called pop telecom i was at fault as far as they were concerened and i explained to them time and time again i have no return direct debits. I called my Bank once again and put me through to a department to investigate pop telecoms claim and they once again confirmed that they had not taken any funds from my account and there was funds available. I phoned again to make payment and let them know how angry i was being called a liar, even offering them me to forward statements to show that pop telecom made no effort to take the funds. Again they did not need to see this as i was cleary lying even though i was offering profile. I then gave my card details three times to the guentleman on the phone including expiry date and three digit security number. Lucky he was on love speaker and my mother heard every word. He then for a forth time said can i repeat my card details and at that stage i said forget it im not playing my bill discount me. I put the phone down and checked my Bank account and they havent taken payment at the time i authorised payment. I was airing to call down then call Back and make payment. Some time later the money gad been taken out of my account which is a complete breach of pci dss and the customer service representative had either writen my card details or listened Back to the call. I have now changed supplier and have south legal advise over the breach of date protection and a breach of payment card industry data security
Reviewer
BG
Location
Bristol
Date
10/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The only quick thing about POP is the speed that they debit your account.
Their customer service is appalling, no email contact and telephone support is Reeeeeally slow to connect.
would not recommend to my worst enemy ! Avoid
Reviewer
Kriss
Location
tyne and wear
Date
09/10/2017
Comments:
paying for download speed of 0.83Mbps and upload speed of 0.55Mb bargain!!!!!!!!
Reviewer
Hugh Briss
Location
Ashbourne
Date
07/10/2017
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful company in pretty well every respect. they've been harassing my elderly mother for weeks now, they refuse to answer letters, they renewed my mothers contract without even contacting her, which isn't the first time this has happened apparently. the list of this companies failings is way too long to go into. follow the other people's advice on this page, go elsewhere.
Reviewer
Desmond
Location
SWANSEA
Date
03/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Pop telecom have left me totally broke with no money for food or heating or lighting after having taken over £400.00 out of my bank account when was only meant to take £59.00 for 2 months outstanding bill I admit I owed an outstanding bill which I said I would pay off in installments now they are trying to say it was for early termination of my contract which is aload of bull because I Am still with them they have REFUSED TO REFUND THE DIFFERENCE OF £366.00 LEAVING ME AND DOG TO STARVE AND FREEZE IF I END BEING ILL AND ON HOSPITAL BECAUSE OF THIS I WILL SUE POP TELECOM FOE EVERY PENNY
Reviewer
Brian
Location
Brentwood
Date
28/09/2017
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I almost didn't sign up with Pop Telecom after reading the reviews here, but when you look at BT reviews, it's plain that the only people leaving reviews here are those who want a grumble and not those who enjoy the service.
I got online yesterday. Yes, I had to wait to be connected, but that's down to bt openreach installing the line and that would be the same with everybody. Everything was done as expected and the speeds I'm getting are good too - but I know I'm in a good area so expected that anyhow.
Personally I'd say to ignore the silly comments about speeds. Everybody except the cable companies (maybe it's only virgin these days) uses the bt openreach network, and no company can offer faster or slower speeds, simply because they all use the same equipment. If speed in my home is good with bt it'll be good with pop telecom too, and anybody else who sells broadband. Likewise, if it's rubbish with pop it'll be rubbish with anybody else using bt openreach. Whinging about one provider is just plain dumb folks. You may as well complain that it rains more on your garden than it does on your next door neighbour's driveway.
Looking at some of the whines on here, many seem to be from people who don't pay their bills but expect to remain connected anyway. Seriously, get real. I saw someone moaning about pop telecom getting their name wrong. Given that the buyer types his or her own name when they sign up online, that's a pretty silly complaint. Learning to write your own name properly would resolve that particular problem.
If you don't look into expected broadband speeds before you sign up, you've only got yourself to blame if the service is slower than you expected. If you don't pay your bills, don't get annoyed when you get cut off, if you sign a contract and then think you can just bale out whenever you fancy, move back to the UK from CloudCuckooland.
I signed up with pop, got what I expected, when I expected it. Not sure what else I could have asked for.
Reviewer
Molly
Location
Lincoln
Date
28/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I first stumbled across this abysmal broadband "provider" when I moved to a brand new housing estate, where there were limited broadband providers available on price comparison sites. Prior to setting up with Pop Telecom, who appeared to be the cheapest available at the time, despite their ridiculous set up fee, I completed a speed check of my broadband after suffering with next to no internet speed, and discovered that I was getting around 1mb internet all the time. After calling them and having them state "well it does say UP TO 17mb", I asked why my neighbours all had perfectly fast internet and was told "well there's comes through a different line so you wouldn't get any better than us". After weeks of battling with their shoddy customer service, I asked several times if there was any way I could leave my contract on the basis I was paying a stupid amount for nothing, as the phone line was not working either. They refused to let me leave without having to pay a massive fee, of course, so I was forced to get fibre internet with them after they "guaranteed" I would get around 34mb internet speed. They then charged me £20 more the next month than stated on the phone call, and when I called them I found out it was because they had added on an extra product without telling me, which they were then forced to take off. I rang them again today as I would like to cancel (I have lost my source of income and have a baby on the way so cannot afford their extortionate prices). They informed me that, even though I took out the contract with them in November 2016 for 12 months, when I upgraded to fibre they added an extra 24 months onto the contract. At no point did they tell me this. Neither did they email me any documents stating this, as they are claiming. The lady did, however, explain that I could pay £800 to leave the contract now....hmm, tempting. They are now investigating the situation with great reluctance. Thanks Pop Telecom; you get me a little bit closer to becoming mentally unstable every time I speak to you.
Reviewer
kayleigh
Location
swansea
Date
27/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
was with pop for 6 months, they were rubbish the entire time. i had the normal internet for 2 months and it wouldnt work at all, nothing would ever boot up, nothing would work, and to top it off i was paying for a phone line that actually didnt work at all. they still charged me for it and blamed my side for the problem and then it got proven that it wasnt and they still wouldnt do anything about it i was paying for phone calls i couldnt use because they refused to come out and sort my phone line out. and then after 2-3 months of pure rubbish from them i changed to fibre to see if that would make a difference, it was worse than the original. it was slow, it wouldnt work for hours on end, it would cut off a few times during the day, and they tried to overcharge me so many times. My monthly bill for fibre was £39, one month they tried to charge me £89,i rang up and they couldnt give me a reason for so, bearing in mind the month before i just paid £60 to have fibre fitted (i was having issues with my interenet so they said they would charge the £50 ontop but they did) on top of my original plan of £26 a month for internet and a phone line i couldnt use. i havent been happy with this company from the beginining so i stopped all payments coming from my account, i am not being overcharged and still have a rubbish signal with the internet. they were also very rude over the phone. Honestly NEVER go with pop telecom, if you dont want to over pay for internet and a good internet find somewhere else because honestly you wouldnt want to go with this company ever
Reviewer
p33ky73
Location
Darlington
Date
21/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs first of all they got my name wrong secondly the speed i recievd was 0.456 mps so never paid a penny and still refuse to pay and the second month they just cut my service off yet still charged me and also sent me threatening email regarding payment and refuse to let anyone take over the line.
Reviewer
Izzy
Location
Dundee
Date
21/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service and overall service is appalling,how do they get away with it,we only went live on Monday and problems already and can't get out of contract unless we pay £545..we should have read reviews beforehand..has anyone won against this shambles of a company...we will continue to fight our corner..APPALLING!!!
Reviewer
Lesley
Location
Watford
Date
21/09/2017
Comments:
This week despite everything I and my mother have said and done, both in writing and when they have phoned her, (please see previous reviews under this name) Pop Telecom have phoned her twice and sent another letter demanding £500 to leave them. I have today written to the Daily Mail and asked them if they'd like to look at all the reviews of this company, check out their practices and investigate their apparent targeting of vulnerable people. POP Telecom have somehow GOT TO BE STOPPED.
Reviewer
Lesley
Location
Watford
Date
17/09/2017
Ratings
Satisfaction
1.00 stars
Comments:
If I could give minus zero I would. Please, please, please if your issue is 8 weeks old or more contact the Telecoms Ombudsman and ask for their help. This company is far worse than appalling I believe it borders on illegal. I am still fighting for my elderly, vulnerable, immobile mother and will continue to do so. Don't sit back and let this scamming company get away with it.
Reviewer
Diane cotterill
Location
Tamworth staffs
Date
15/09/2017
Ratings
Satisfaction
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I read reviews and nearly cancelled but very pleased i didnt good internet and very good service if you need to call them they even phoned me the next week like they said so i say carry on the good work well done
Reviewer
Mitchell
Location
Essex
Date
15/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I got charged for 2 lines in the beginning took 3 months to sort out ever since have had intermittent broadband I have now run out of contract so am changing surplers but have received nothing but frentening e mail and letters telling me they are going to take £500 from my account and telling me my contract does not run out to March but kept originally contract would not recommend them nothing but trouble and have to pay a £50 exit charge please don't entertain this company cannot explain how bad they are
Reviewer
Lesley
Location
Watford
Date
14/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
How many of you have considered a formal complaint to the Telecoms Ombudsman? As yet mine is too early for them to take but anyone who has a problem which has been ongoing for 8 weeks or more should contact them and ask for their intervention. It's what they are there for!! If enough do it, and I will at the earliest opportunity, they must surely take notice. GO FOR IT AND ALL THE BEST.
Reviewer
Lesley
Location
Watford
Date
13/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am looking to expose the practices of POP Telecom in the national press. They have caused my elderly, infirm mother considerable distress and continue to ignore her written, signed and dated requests for POP Telecom to deal with me. They appear to have no specific termination fees; they renew without recourse to the customer and then make threats as to the future. Enough is enough. I refer to them as POP Tarts - IE they are toast!!!
Those who gave them 5 stars I can only assume are employees of the company.
Reviewer
Jenny
Location
Wirral
Date
12/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst experience I have ever had with broadband! The slowest speed ever! Can only have one device connected at a time and they have now stored my card details and took money without my permission and left me with nothing in my bank and by reading other reviews looks like going to struggle getting it back it's been 12 months of hell with them I would not recommend to anyone!
Reviewer
Lesley
Location
Watford
Date
11/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
If you're thinking of going here - DON'T DO IT!!! My elderly and infirm mother was reduced to a hyperventilating mess when they tried to charge her £500 plus costs to terminate an out of date contract, which unknown to her they had extended 3 months early. Their customer non service dept ignored her request to deal with me, her daughter, and have harassed her with threats.
Reviewer
Sian Evans
Location
Gwent
Date
06/09/2017
Ratings
Satisfaction
1.00 stars
Comments:
DO NOT GO WITH THIS INTERNET PROVIDOR. I HAVE ASKED TO LEAVE AFTER HORRENDOUS INTERNET AND HAVE EVEN FINISHED THE CONTRACT.... TO BE TOLD I HAVE TO PAY 50 POUNDS TO FINISH... EVEN THOUGH THE CONTRACT HAS ENDED. RUBISH CUSTOMER SERVICE.. ABSOLUTLY HORRENDOUS COMPANY
Reviewer
Jane Bolter
Location
Glos
Date
01/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Atrocious; whatever you do don't touch this company. The worst customer service I have ever experienced
Reviewer
Jlee
Location
Fife
Date
23/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Reluctantly scoring 1 star as I am unable to give them less absolutely shocking avoid this company at all costs! Customer services appalling , sales staff, technical staff poor don't explain products, watch out for the charges that appear on your bill, the fact that they appear is apparently enough of an explanation by this company it's up to you to find out ! They charge you for a replacement router because you have not treturned the old one within 16 days but don't tell you this and you have to request an envelope to send it back ,how do you know this? And ps you only get an envelope to return if you originally paid for delivery even if your goods are faulty watch out for land assurance payments and router assurance charges applied and you have to aske them what they are for and ask them to remove them. They come on your account with a nil charge then after two free months the fee is applied . Check your bills.
Reviewer
SG
Location
Swindon
Date
23/08/2017
Comments:
I joined pop telecom in 2016 because they said they have fiber speed when no other company had fiber at that time. So after 2-3 weeks later I got engineer appointment in between 1-6 pm. They dont give specific time and if we miss the appointment we get charged.I took half day off from work so that I dont missed the appointment.They installed the internet but it was basic not the fiber. I rang them again and they said they need to send another router for fiber.If they have to send another router then why didn't they send at first place. Again after 1-2 weeks later, i got another appointment and again I had to take half day off so that I don't get charged. The engineer didn't turned up and next day i called them and they said I missed an appointment.But they didn't charged me because they knew the engineer didn't turn up. Its just they don't want to show it was their mistake.So I got another day and finally engineer came and installed.It was working fine.but when this month I called them to move internet in my new address they said it cost £65 because there is no internet point. I paid £65 and got appointment after 2 weeks.Same as before they gave us 1-6 pm time and get charged if we missed appointment. So my wife had to take half day off because I was overseas due to my work. My wife waited but there was no sign of coming. around 5 pm we both called them and they said rudely we still have time and have patience. the engineer didn't come at 6 pm so my wife went for groceries and around 6:10 pm the engineer called me that they are at home.I called my wife and she had to return back from halfway.The engineer just plugged the router and my wife asked him whether there was point or not.he said there there was. That means we paid £65 for nothing.But internet didn't work and he said to call technical department tomorrow. We called them more than 100 times but no one picked up the phone so my wife chat in online and told them to call back. They didn't tried to help at all and said they have to send engineer again and we have to pay for that.When my wife came home , it was worked. But it was basic one not the fiber speed. So I called them again but as always no one picked up the phone so i chat in online and told them to call me back. They called me and i asked them about how many months left to end my contract and he said 2 years. I was shocked when I hear that. I argue with him that how can they put me for another 2 yrs contract without informing me. They did not said anything about new contract before. So I spoke to the cancellation department and he said I have to pay the full amount.
This company is the nightmare to the customer. They have given me stress and anxiety and to my wife as well. Its easy to get contract with them but once you are with them,they will give you stress.
The staff in customer service are very rude and not helpful.
If you have any problem, They will not pick up you phone unless you wait for an hour or more.Basically they will not help you at all.
i will not recommend this company to anyone.I have made a formal complain and going to take a legal action.
Reviewer
McMillan
Location
Inverness
Date
18/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking! Joined company in November 2016 and Pop Telecom are expecting me to pay £517.83 fee to leave contract early. However, the broadband service is not fit for purpose I.e 1-3MBPS, if you are lucky to get connected. If you do get connected connection drops after a very short while.
Customer services are atrocious. Leave you waiting for ages before they eventually answer, I waited for 30 mins at one point & gave up! They promise that you will be able to get out of contract early verbally & tell you to contact your new provider & then don't allow new company to take over line. This has now happened 3 times.
They don't reply to complaints via email, although you get an automated response saying you will get a reply with 5 working days. I'm still awaiting a reply from an email I sent 2 weeks ago. I've spent hours trying to contact them to avail. Seagulls service....in fact you can't call it a service...Pop Telecom must be doing very well with all the money they get for doing nothing than getting you signed up for 2 yr contracts for services services that they can't provide.
Reviewer
Caoimhe
Location
Newcastle
Date
16/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can I give them 0? Horrendous. Never dealt with a company so bad. Service ridiculous, whole thing is a joke. Trying to set up for one month.. quick to take your money but not so quick to actually set up. Stay FAR away from this company. they are not legit, a complete joke.
Reviewer
Emma
Location
Selby
Date
14/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking. We've only been with them for 2 weeks and for us to come out of contract early itl cost over £400. It took forever to get set up so we were with out phone and internet. Now it's up and running it is so slow and useless. We had the same standard broadband with sky and had no issues. I have sent several messages on Facebook and never had a reply. DO NOT GO NEAR THIS COMPANY!! We've got another 18months of crap to go through
Reviewer
anon
Location
uk
Date
10/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolute rubbish
liars and thieves
don't touch 'em with a barge pole
Reviewer
Scott
Location
Brighton
Date
06/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Avoid. They proactively miss-sell insurance and charging numerous other amounts, claiming it was in error but then not refunding. Shocking behaviour.
Reviewer
Margaret Elson
Location
Suffolk
Date
31/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just want to say this company is absolutely c...p! I joined them in June and have had loads of problems. I have had no phone and no broadband for a week now. I have rung them nearly every day and still no joy. They are useless. Tell your friends not to touch them with a barge pole. I have been to the shop that has been promoting them and told them they should stop doing that.
Reviewer
Teresa laverty
Location
Castlewellan
Date
27/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
People do not use they do not send out a bill that u r to pay the next day they take over your line when u do not pay it they cut u off I mean your line is dead keep away report them as by owns the lines they use as they will not tell u this by is the one that should and can stop them they r rude and hound u on your mobile like 10 calls for a payment which is not to be payed until a month away and u will have to block r report them to the police I would tell others to get beeline and then u can leave they r crap
Reviewer
Nichola Holliday
Location
Horwich
Date
25/07/2017
Comments:
AVOID AT ALL COSTS!! I set up in November and paid for Super Fast Fibre Optic broadband. However, having persevered with sub standard broadband speeds for months, I was informed that POP hadn't actually connected my property to fibre optic and that I was receiving standard broadband despite being charged for fibre optic. It then took another 14 days to resolve. I requested to cancel. I was then faced with the choice of either having my overcharges refunded OR cancel and pay a cancellation fee, plus set up costs with another provider. I wouldn't have wanted to cancel had they done the job right and the refund was money they'd overcharged me. Management pass the book to the call centre staff and they couldn't care less!! I certainly will not be recommending this company to anyone, nor will I deal with ever again!
Reviewer
Jake
Location
Shrewsbury
Date
19/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It's honestly awful, if your here debating if you should risk it or not because it's cheap, Please don't bother. Nothing works I mean like basic tasks like checking my emails, Facebook, YouTube, Netflix, amazon. Pretty much anything dosent work so there is really no point in it! They are nothing book crooks selling awful internet making it out to be something it's not to get a quick buck. It took me 2 hours to buffer a movie of amazon i wanted to watch. For a few pounds more I can get internet that is instant! You get what you pay for I'm afraid and all your paying for here trash
Reviewer
Mrs Smith
Location
Derbys
Date
18/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
WORST COMPANY EVER, WOULD NEVER RECOMMEND TO ANYONE ELSE!!!! POOR SERVICE, POOR COMMUNICATION, POOR ATTITUDE AND POOR VALUE FOR MONEY
Reviewer
Leah-jane
Location
Norwich
Date
08/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I really wish I hadn't gone with them but I'm only in England a few more months so I didnt think I'd mind. Internet speed is 80% slower than any other provider I have been with also the connectivity is total rubbish if your trying to watch Netflix dont bother it will stop an start reloading the page super slowly for 10min before playing again then it will repeat this. I originally thought it was Netflix but then it did the same with a bunch of other website like Hulu and prime. I would not recommend this company also they say you can 'pay online' I've not been able to so far and it has drained my credit.....
Reviewer
J
Location
Gainsborough
Date
20/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Well where to start 1st even 1 star is to much to rate them 0! Nothing but problems from minute I joined. 3go live dates 3router delivery dates. 15 phone calls through out our 4week wait in the mean time they hit my bank for £66 even though we had no equipment or service, Cancelled at the bank luckily as I had lost all faith in company before I even had services. They then went ahead and decided they was going to set up a new direct debit without permission and again I've got screen shots and a letter so sure ofcom will love this company fraudsters. They had been told I've payed plusnet and were leaving there company being lied to hung up on very rude staff of witch I say they must have only a handful of people as I've spoke to them all several times quick to answer phones not be helpful even managers lie! They don't keep you up to date like they say no free phone nice set up for them nice bill for us. Signal is sh!t it can only run 1 Xbox in my house can't connect more than that what a joke suppose it's in the words speeds of up to 40mb pmsl we running at 17mb real fast fibre NOT and to think you charge £2 more than sky for package what a bunch of incompetent little twirps don't know there ass from there elbow. People's stay well clear or if you join record everything log it all dates and times. O and also if my personal detail was not on my evidence against them I would put it up for all to see.
Reviewer
Njm
Location
London
Date
19/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a useless bunch of shysters. 3 weeks in, over 15 calls later and super slow. Now not answering phone. DO NOT USE THESE PEOPLE if you value your sanity and blood pressure
Reviewer
Sarah Bennett
Location
Hastings
Date
08/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish. This is a totally scathing review because this is what it is. Weeks and weeks of calling them to tell them that I'm not recieving the right speeds for what I'm paying for, considering it is fibre optic!!! Some tests would have me lower than 1mbps... that is absolute rubbish. This place also tried to charge me a £125 non-direct debit fee. These are cowboys and run by the parent company talk talk, who are rubbish aswell. Please avoid at all costs. They are very awful.
Reviewer
Maureen
Location
Chesham
Date
07/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Comments:
Absolutely appalling - the worst company I have ever dealt with. Customer service is aggressive and misleading. Poptel overcharged me for almost 2 years and fought hard to avoid a full refund. My contract with them has ended - with appropriate written notice on its due date and they are trying to impose a £50 disconnection fee (not in my contract), late payment charges for the service they insist is continuing even though my contract has expired. Unbelievably bad. Avoid at all costs. My next stop is Off-Com
Reviewer
David Strong
Location
LEIGHTERTON GLOS.
Date
26/05/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Desperately slow broadband 4.3
download. Worse than telephone only.
Reviewer
Franki Kendall
Location
Billericay
Date
23/05/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Quite sad to see the bad reviews on here.
I've used this company since about 2013 and I would t go anywhere else.
They are fantastic cheap and reliable.
Would defo recommend
Reviewer
Kay
Location
Newcastle
Date
23/05/2017
Comments:
Be warned, they harass vulnerable old people and demand £50.00 administration fees when they try and leave their service, even after contract has ended and it is not mentioned in the original contract. They should be looked into, how many old people must pay just to stop the phone calls.
Reviewer
Feral essex
Location
Gloucestershire
Date
13/05/2017
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is awful. Customer service team are rude and very unhelpful and completely unwilling to help there customers (all about the money) I recently changed jobs I called them an made it clear my bill would be a few days late they promised not to cut me off.. But thay did on a Friday then refused to turn me back on until Monday I quired this with a manager that was unbelievably rude saying "I shouldn't have the Internet if I can't afford it" new job not considered! An to top it all of they tried to add a reconnection fee! Waste of time and money I'd rather pay a few £ more for a real service than pay thease jokers wages. See you in court!
Reviewer
Henry
Location
PORTSMOUTH
Date
10/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
A DREADFUL COMPANY ! No Broadband or phone for 4 weeks after joining and had to involve Ofcom for compensation.
AND
When I decided to cancell my contact half way through the period despite being told they "do not makes penalty charges" they invoiced me and removed from my account £300. When challenged over this they advised this was in the small print in the contract I agreed to. So BEWARE before tying yourselves up with these people and if you shop around I am sure you will probably find better deals elsewhere. I cut my broadband/ phone bills in half by moving!
Reviewer
Roger
Location
Braunton
Date
02/05/2017
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful company...do not touch...without signing up they took £44.23 from my account. PC world recommended them! Give you the run around when trying to get money back. The finance director who signs the cheques has not been in would you believe since end of March. Total scam
Reviewer
Crow
Location
Bradley Ashbourne
Date
22/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking. Stay away
Failed to do anything they say they would. Run away.
THERE ARE NO WORDS TO DESCRIBE HOW BAD POP TELCOM ARE
Reviewer
Shari Penwarden
Location
Payhembury
Date
19/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am so disappointed with everything about this company. We signed up to this company through curry's PC world. We were told that they were specialist in rural areas. We were told that we would have the same speed if not better, than we had with plussnet for £20 cheaper. We were not told however that we would have to pay a charge of £50 even after the contract had ended to move provider. We have been with them for phone just over a month and broadband for 22 days. We have complained several times that our broadband is so slow that on many occasions we can't even connect. We had 5 devices running with plussnet and the speed was OK. I have just called again and they said that they is nothing more they can do. If I want to terminate the contract, I will have to pay £269 plus an admin fee of £100 then the £50 charge of changing suppliers. This is disgusting. I am so cross that I got so sucked in without checking them out. I fully intend to make as many people aware as possible not to go anywhere near this company.
Reviewer
Charles Baily
Location
Scotland
Date
12/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
These people are total scam artists. I was mis-sold an internet package by a sales agent at CarPhone Warehouse, and I've been complaining to POP Telecom since early January, but they keep giving me the runaround, always changing their story and never calling me back when they say they will. I've asked them multiple times to end the contract, and have requested that they refund my money. They have established a definite pattern of constantly promising to fix the situation, and then never following through.
After over 3 months of trying to resolve this dispute, they are still debiting money from my bank account each month, even though I've asked them several times to stop until this dispute is resolved. They claim their automated system can only stop the direct debit if I cancel the contract and pay an early termination fee of over £200, but if I terminate the contract they can no longer investigate my claim for any refund. They say if I cancel the direct debit myself while the account is still open, they will report it as delinquent to a collection agency. Please spare yourself the nightmare of having to deal with these people!
Reviewer
Charles Baily
Location
Scotland
Date
12/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
These people are total scam artists. I was mis-sold an internet package by a sales agent at CarPhone Warehouse, and I've been complaining to POP Telecom since early January, but they keep giving me the runaround, always changing their story and never calling me back when they say they will. I've asked them multiple times to end the contract, and have requested that they refund my money. They have established a definite pattern of constantly promising to fix the situation, and then never following through.
After over 3 months of trying to resolve this dispute, they are still debiting money from my bank account each month, even though I've asked them several times to stop until this dispute is resolved. They claim their automated system can only stop the direct debit if I cancel the contract and pay an early termination fee of over £200, but if I terminate the contract they can no longer investigate my claim for any refund. They say if I cancel the direct debit myself while the account is still open, they will report it as delinquent to a collection agency. Please spare yourself the nightmare of having to deal with these people!
Reviewer
Frantisek
Location
Date
06/03/2017
Comments:
4 months without service for broadband.still must pay the bill and they charged me extra 40 pounds on top of my bill for God knows why if I don't received any service.DONT do big mistake to join them. 50 pounds leaving charge after contract run out. No customer service. Nobody will pick up the phone. Useless company. U cannot find worst broadband and customer service. Go somewhere else because in the end of the day u will pay more then any other companies...
Reviewer
Andrzej
Location
Preston
Date
05/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband provider ever!
Slow connection.
Low tech router: keep disconnecting.
Absolutaly usless customer service: don't answer the phones, don't answer email questions, ignore reported faults, arogant.
Additional chargé for nothing: few pounds every months, no explantion given.
I'm in the proces of getting some legal advise as it looks too much like a froud to me.
Keep yourself away from POP telecom, save your time and nerves.
Reviewer
K Higham
Location
Preston Lanc's
Date
04/03/2017
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Been with POP telecom now for somme years and had little ned to contact them,The few times that I have had problems they have sorted them out quickly and efficiently.I have had no problems with accounts at any time and recomend them to my family and friends
Reviewer
c.kelly
Location
glasgow
Date
21/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company appear the cheapest initially but you will pay more in the long run. Poor service. Hidden charges. It is a cynical , exploitative company out to take money from you - not offer you a service! !!Charging £75 to leave - even though contract has expired. Save yourself the headache and being ripped off.
Reviewer
Helen
Location
Market Drayton
Date
31/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have been with pop telecom for 1 month, 2 weeks after switching we realised we had been taken for a ride and promised things they could not deliver.
I used this page to do a speed test, it was 3.85 download speed and 0.54 upload.
We were promised a download speed 17mb, on a good day we can barely get 7.
They say we can not get out of our contract unless we pay the full amount, and when we try to call them your waiting in a que for an hour and then the line goes dead!!!
This is the worst customer service I have ever come across and I just hope there is a way we can get out of this joke of a contract without having to pay for the pathetic service we are barely receiving
Reviewer
patricia wearden-johns
Location
scotland
Date
30/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I have never dealt with such an awful company they took money out of my account didn't get an account number no letters no welcome pack just the router no wifi card number is on the back of router box only been connected ten days I want out service is awful
Reviewer
AURANGZAIB AMIRAT
Location
MANCHESTER
Date
25/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Pop Telecom Biggest Bogus Con company in the 21st century. I was told that I would able to keep my old Telephone number which I really wanted and that my Internet Speed would be 17MB and 2 years’ contract.
When the Contract was active I did not receive no Welcome Pack and no Terms and conditions pack. They deceived me by giving me a brand New Telephone Number which I was frustrated because I did not want a new number and now I get useless calls every day asking to speak to someone called Mr Ali, they deceived me by giving me Internet speed of 3MB when I was expecting 17MG and my Children who are having exams for University and Exams for GCSE are complaining that the internet keeps on breaking and no connections.
I phoned POP Telecom Dozens of time but to No avail because they back track and undermined you , I am still waiting for the Welcome Pack and the cancelation form which I still not received from them and this is a Breach of Contract. I am going to escalate this further.
They are not interested in the customer, but rather they just want your MONEY and after that you are NOTHING, because they don’t want to help you. That’s the bottom line. I am Kicking myself after Joining this Crappy Bogus Company.
Reviewer
Craig Fisher
Location
Kyle of Lochalsh
Date
23/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
In all honesty, their service isn't too bad, decent speeds and no complaints with their phone service. It's when things go wrong that the fun starts. They are by far the worst company I have ever dealt with. Their customer service is non existent, either online or by phone. Trying to get away from them is also an experience in itself, as they keep cancelling the migration to the new supplier with no indication as to why. I wouldn't recommend this firm to anyone.
Reviewer
Chrissy
Location
Brackley
Date
23/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is terrible, when setting up through Uswitch we were told that our bank details were not entered so the contract could not be set up. We left it as decided against signing up with them as the reviews were terrible and we signed up for a better package with BT. after 3 weeks our BT line had been cut off without our permission and POP had taken money out of our account. Not sure what was going on we phoned BT and explained the situation. They said that POP had had the line cut 9/12. we then phoned POP who said our broadband would be connected on the 23/12. We explained to them that we did not want the contract and we were told that it had not gone through. All they said is as we are out of the grace period (14 days) we would have to pay the full contract to cancel?!?! Now we are stuck in a contract we don't want. The broadband itself has not been on a full day since we have had it. we have reset the router countless times and nothing works. we have phoned again today to be told we are on a maximum of 3 Mb/S. who in their right mind would sign up to that? This company are con artists and are being allowed to get away with it!
As for the customer services as many of the reviews say on here. it is non existent until they want your money. We have phoned with problems and they said someone will phone back but this never happens. we are appealing the actual contract and wanted everything in email/writing, there has been no reply. Please stay away from this company.
Reviewer
Lucy tymon
Location
Selby
Date
22/01/2017
Ratings
Speed
3.00 stars
Reliability
2.00 stars
Comments:
When I joined it said I would pay 26.99 6.99 for anytime calls am they still charge me for my calls all my bis av been 50/60pound so far for my package last my bills so far av been double that can't tall to customer service coz phone get to first place then goes dead not happy one bit with this company
Reviewer
M McLornan
Location
Crumlin Northern Ireland
Date
11/01/2017
Comments:
I cancelled within 4 days of signing with Pop they ignored this and cancelled this with B. T. on 2 occasions. I did not accept reuter and have no broadband. Pop took money from my account 6 days after I signed. no response from emails. the cut my telephone 2 days before Christmas saying I owed 100.19 and wanted payment immediately. I refused so had no telephone line until 3 January until B. T. reinstated. B. T. made complaint to Ofcom but all fell on deaf ears I am now being harassed and intimated bt telephone and email with threats of court action. DO NOT TOUCH This Company no customer contact until they cannot access your money. they insist I have super fast broadband and I do not even have their.
Reviewer
Andrew
Location
Annbank
Date
29/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Why did I go to this firm what a waste of time .They do not get in touch ,they over charge try going on the phone a total waste of time sat for over half an hour and gave up now put a stop to all of this .Find someone who can answer the phone .
Reviewer
D Clarkson
Location
Leeds
Date
21/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Communication nil Customer service people polite but nothing happens You are very lucky if you ever get to speak to someone cant wait to get out but even that is proving very hard
Reviewer
V. Lyon
Location
Orkney
Date
15/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Everything fine till lightning strike, they sent new router, which took nine days to arrive but did not fix problem of no internet connection. A further two weeks and numerous phone calls by me before they arranged an engineer visit to repair line fault. Back on now after four weeks. AVOID THIS COMPANY.
Reviewer
Victor Lyon
Location
Scotland
Date
15/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Everything fine till lightning strike, they sent new router, which took nine days to arrive but did not fix problem of no internet connection. A further two weeks and numerous phone calls by me before they arranged an engineer visit to repair line fault. Back on now after four weeks. AVOID THIS COMPANY.
Reviewer
Steve
Location
Stockport
Date
04/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I am out of contract but Pop Telecom keep blocking my transfer to BT by telling BT I wish to remain with Pop which is false (and probably against the law)They have done this twice now so I am reporting them to OFCOM. they also charge £50 to terminate even when you are out of contract. KEEP CLEAR.
Reviewer
Iain Walker
Location
peterhead
Date
04/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
5.00 stars
Comments:
Save yourself the hassle and RUN AWAY NOW!!! Communication is terrible, (even advertise some customer service phone numbers that don't even exist) didn't even bother to send out a contract I apparently renewed earlier this year although i have no memory of this. Also the FREE broadband they are advertising costs more(overall) than when I paid for it. Nearly all providers are cheaper than them these days anyway, so just go now, there is no possible reason to use them.
Don't consider this company, just find someone else and run away.
Comments: