322 Customer Reviews over 9 pages
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- Location
- Bristol
- Reviewing
- POP Telecom
- Date
- 2023-07-25
- 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.
- Location
-
- Location
- England
- Reviewing
- POP Telecom
- Date
- 2023-12-15
- 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.
- Location
-
- Location
- Nottingham
- Reviewing
- POP Telecom
- Date
- 2022-07-02
- 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.
- Location
-
- Location
- Midlands
- Reviewing
- POP Telecom
- Date
- 2019-02-28
- 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.
- Location
-
- Location
- Stirling
- Reviewing
- POP Telecom
- Date
- 2020-06-09
- 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.
- Location
-
- Location
- Cambridge
- Reviewing
- POP Telecom
- Date
- 2021-09-13
- 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!
- Location
-
- Location
- Leicester
- Reviewing
- POP Telecom
- Date
- 2019-10-28
- Location
-
- Location
- Staffordshire
- Reviewing
- POP Telecom
- Date
- 2018-11-14
- Location
-
- Location
- Newtownards
- Reviewing
- POP Telecom
- Date
- 2018-10-24
- Location
-
- Location
- Cheshire
- Reviewing
- POP Telecom
- Date
- 2020-05-26
- 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.
- Location
-
- Location
- London
- Reviewing
- POP Telecom
- Date
- 2022-07-11
- 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.
- Location
-
- Location
- Milton Keynes
- Reviewing
- POP Telecom
- Date
- 2020-09-28
- 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.
- Location
-
- Location
- Milton Keynes
- Reviewing
- POP Telecom
- Date
- 2020-03-02
- Comments
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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.
- Location
-
- Location
- Annbank
- Reviewing
- POP Telecom
- Date
- 2016-12-29
- 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 .
- Location
-
- Location
- Newport
- Reviewing
- POP Telecom
- Date
- 2019-02-10
- 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
- Location
-
- Location
- Edinburgh
- Reviewing
- POP Telecom
- Date
- 2019-01-04
- 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.
- Location
-
- Location
- Preston
- Reviewing
- POP Telecom
- Date
- 2017-03-05
- 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.
- Location
-
- Location
- Yorkshire
- Reviewing
- POP Telecom
- Date
- 2017-10-23
- 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.
- Location
-
- Location
- devon
- Reviewing
- POP Telecom
- Date
- 2018-02-26
- 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
- Location
-
- Location
- Lincolnshire
- Reviewing
- POP Telecom
- Date
- 2017-12-10
- Location
-
- Location
- Wembley
- Reviewing
- POP Telecom
- Date
- 2022-03-16
- 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.
- Location
-
- Location
- Ealing
- Reviewing
- POP Telecom
- Date
- 2022-03-16
- 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
- Location
-
- Location
- uk
- Reviewing
- POP Telecom
- Date
- 2017-08-10
- Comments
-
absolute rubbish
liars and thieves
don't touch 'em with a barge pole
- Location
-
- Location
- SMith
- Reviewing
- POP Telecom
- Date
- 2020-03-19
- 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.
- Location
-
- Location
- Isle of Wight
- Reviewing
- POP Telecom
- Date
- 2022-05-19
- 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.
- Location
-
- Location
- Isle of Wight
- Reviewing
- POP Telecom
- Date
- 2022-04-26
- Comments
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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.
- Location
-
- Location
- Bath
- Reviewing
- POP Telecom
- Date
- 2019-01-10
- Comments
-
Poor customer service so rude and snappy, wont provide you what you pay for worse company ever would mever recommend
- Location
-
- Location
- London
- Reviewing
- POP Telecom
- Date
- 2020-12-23
- Location
-
- Location
- Northants
- Reviewing
- POP Telecom
- Date
- 2020-11-10
- 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.
- Location
-
- Location
- Sheffield
- Reviewing
- POP Telecom
- Date
- 2023-05-24
- 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.
- Location
-
- Location
- wrexham
- Reviewing
- POP Telecom
- Date
- 2021-02-13
- 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
- Location
-
- Location
- Bristol
- Reviewing
- POP Telecom
- Date
- 2017-10-10
- 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
- Location
-
- Location
- Alton
- Reviewing
- POP Telecom
- Date
- 2023-11-15
- 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
- Location
-
- Location
- Brentwood
- Reviewing
- POP Telecom
- Date
- 2017-09-28
- 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.
- Location
-
- Location
- Glasgow
- Reviewing
- POP Telecom
- Date
- 2017-11-24
- 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 .
- Location
-
- Location
- Anglesey North wales
- Reviewing
- POP Telecom
- Date
- 2018-08-09
- 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!!!
- Location
-
- Location
- North walez
- Reviewing
- POP Telecom
- Date
- 2018-09-29
- 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!!!!!
- Location
-
- Location
- North Wales
- Reviewing
- POP Telecom
- Date
- 2018-07-27
- 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.
- Location
-
- Location
- glasgow
- Reviewing
- POP Telecom
- Date
- 2017-02-21
- 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.
- Location
-
- Location
- Newcastle
- Reviewing
- POP Telecom
- Date
- 2017-08-16
- 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.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
POP Telecom are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and POP Telecom.