“My experience
My experiece with PopTelecom
1. The next day after I subscribed I got a call to tell me that I can't be the owner of the account and my wife's name to be the bill payer. Which is very strange as we always do that with other suppliers. Regardless this was the tinnies problem altought they delayed the installation day by 3 days.
2. As part of the above call, they sneakly tryied to push my wife for a 24 months contract for the same price, altough I signed up for 12 months only and the 24 months would have been a.lot cheaper.
3. Over the next few days, another call to tell me that they can't install my broadband because I have no broadband connection on my property. I explained them I have always had broadband and for the past 3 years I have had full fibre connection. The agent went away to investigate.
4. Call back from the agent that managed to identify broadband on my property but told me I need to pay £40 extra to have an engineer over to switch from my full broadband to "altrnating"(don't bother searching for the term because it is a made up thing" broadband, the revolutionary broadband type that Pop Telecom offers. I said I never signed up for that and it states clearly on the confirmation I have from when I signed up that I signed up for Full Fibre. Went away to investigate further.
5. Agent returned to tell me that for full fibre I need to pay £29.99 instead of £22.99 what I signed for. At this moment I said that I have signed up for a service and a fee, if they can't offer the service they promised for the cost they promised we should stop this as I am not willing to make any compromise on anything. The guy said he will have to check and will call me back. But no call back from them
6. Abouth the forth day since I last heard from them, I got an invoice, out of the blue, for 1.5 months. Because it was received very late, I had to wait until the following day to ring them.
7. The following day they acted like nothing ever happened, I had to ask details if the cost is the same and if they actually can installe it, as last time I have been told they can't. Aparently all was set.
8. On the date of installation, no confirmation from openreach that they will come, just from Pop Telecom. But nobody came until 5 pm. Rang Pop Telecom and they had no information whatsoever but advised me they will ring me back with an update but I should not leave the home for the rest of the day. And of course nobody came.
9. Next day I rang them(because they didn't as they prommised) and they said they have no idea what is happening, why the engineer didn't come or when an engineer will come, if ever, to install my services. Again promised to get a call back by the end of the day.
10. No call ever received so I had to ring back next day but this time to cancel all because of the quality of the service received. Again they had no idea what is going on and if I will ever get an engineer over. When I asked to cancel all they said they can't do it on teh spot because I might have to pay penalties for my cancellation.
So no service installed, money taken way in advance, possible no money back, possible extra penalties, massive disruption for my house broadband.
Update - 55 days have passed, POP Telecom still refusez to refund my money that were taken from my account, without providing any services at all”
“Absolutely scumbags,utter criminals. Dont go near with a barge pole.
I can't stress enough,they are scammers. Your in for a nightmare if you go near them. Avoid Avoid Avoid Avoid at all costs.”
“horrible company they are thieves robing people off and stealing people money stay away from this company they took my deposit and took first payment and it’s been already 28 days and still don’t have internet and asking for more money !”
“Pop Telecom somehow managed to cancel my current internet provider with the intention of taking over my internet service without my permission! Apparently this is known as 'slamming'. I have spent hours trying to sort it out.”
“Was going to switch to POP and thought id give them a try but after luring you in with a good sales patter the service after that is poor. They set a date for me to switch over only then after id signed up to alter the date that would leave me with no service and just said it was take it or leave it, the customer service is woeful and the staff rude. now im having to waste time getting my refund. These guys seem unable to honor what they say. AVOID.
UPDATE: these guys operate some really poor policies. I cancelled our order as they couldnt stick to the dates they said they could and now they say it takes 28 days for a refund which is simply not on. Customer service is aggressive. AVOID”
“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!
They have caused a great deal of stress to a grieving widow.
Avoid this sad excuse of a company AT ALL COSTS!”
“TERRIBLE company. Whatever you do, DON'T use Trustpilot, POP telecom abuse the system and get negative reviews taken down.
This company is just a bunch of criminals who want to be given money without providing what they promise. I went WEEKS without internet and when I finally decided enough was enough and to use another company they tried to steal money from my account without permission.
In short, this company is a bunch of theives who can't provide internet.
Criminals.”
“Don't Use This Company!
Had multiple line faults with no internet access.
They then charged me £192 for a £1 cable which took 30 seconds to fix. (My own cable incidentally - not even a new one).
Don't be fooled by the small discounts they offer - overall value for money is much more important and you can find this with ANY other company.
Customer service is rock bottom and management can't be bothered to actually talk to customers!!”
“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”
