POP Telecom
Reviews and Complaints

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!

Lets be honest here, these guys are criminals. I ordered internet from them, they messed up the day it was meant to be install, they couldn't get anyone else out for WEEKS. I decided to use another company as POP just couldn't do what they promised. POP then tried to steal 18 months of "service" from my bank saying I left during contract, they simply didn't care that they hadn't provided what was agreed upon and they thought I should give them money anyway.

Nope, thats not how things work. POP telecom are criminals, theives, low lifes. They've been reported to the ICO among many other organizations for breaking multiple laws.

We are in the process of changing the provider from POP telecom to community fiber. We gave one month notice to POP telecom but they did cut our services without telling us after a day since we gave them the notice and left us without any internet services. As we and our kids rely on internet, my son is preparing for GCSC and his studies suffered alot because of no internet.As we were obliged for one month notice and POP telecom should also have the same. They breached the contract and want to make a official complaint against them. Thanks Below services has been selected : BroadbandBroadband

I have had multiple line faults with Pop Telecom which have resulted in me having no internet and still being charged for the service.

Most recently in June I called them (again) regarding a line fault.

They did inform me that if the fault was on my property that I could be liable for a £192 charge ... I understand this BUT ... Their has to be a level of trust that the technician knew his stuff and checked all REASONABLE problems before escalating the case!

Sadly he did not because when OpenReach arrived they simply changed a £1 cable from the wall unit to the router and it was fixed in less than one minute.

I complained to pop Telecom to say that surely their technical team would check these basic things before contacting OpenReach. I am not a professional in this area and so trusted that they had completed ALL checks before stating that there was nothing else they could do.

Their management team won't speak to customers and they have refused to discuss this with me.

I have now been charged £192 for a one minute Job to change a cable (incidentally the cable was my own! - I have been charged £192 for OpenReach swapping my own cables - not even receiving a new one).

Why is there not a clear set of checks which Pop Telecom technicians would go through before escalating a case to Open Reach.

Do they just not care about customers or is it that they honestly don't know that they should check simple things like cables!before making customers liable for £192.

Pop Telecom's staff are supposed to be professionals who customers can trust.

Absolute rip off company, after 5 years of being a customer all I did was leave to go to another provider which Pop Telecom made it extremely difficult to do. Then when I did finally get an agreed date of termination they then stole money out of my bank account, some weeks later, when I no longer had an active account with Pop Telecom.

Customer service staff are rude and unhelpful. They agreed to refund me the money owed and then decided without notification to reduce the amount and took 5 weeks to send a cheque to me.

I leave myself with no choice but to look into legal action against them.

Avoid this company at all costs.

Truly awful way of conducting business!

Avoid!

Account number 76322

Called pop Telecom to upgrade my service as my area had fibre installed. Agreed on a new price of £29 pm for an 18month contract with £10pm installation fee for 10 months. They have sent my 1st invoice and have added on 20% vat.

This is not the price I agreed to, they are trying to say it's gone up because of cpi but how can they do that within a month of starting a new contract. They've also added on the stupid router assurance. They are complete scammers, I would avoid this company at all costs!

I have been a customer of poptelecom for 13 months, everything was good for first few months, slowly it has got worse and worse to the point we can’t even watch TV with an Amazon stick, of a day with only myself indoors I’m still am unable to even use just my laptop I have to use my personal hotspot as I can’t handle the non stop freezing and disconnecting.

All we are told it’s nothing to do with them everything is showing fine in their end, we can send an engineer for £195 to check, but you have got to realize no one’s internet runs perfect all the time, we can’t offer a perfect internet, you need to plug everything in not use Wi-Fi.

I don’t expect a perfect internet, but what I do expect for £32.99 a month is to be able to use one laptop or on TV at a time, but I’m not getting this, all we get is non stop freezing, or most days we are unable to use Amazon stick on TV at all. We paid someone to come and check, and nothing is wrong in our end. I’m sick of contacting you and just being palmed off, I’m sick of you ringing with still excuses. Tonight I have found all these complaints and now feel yay it’s not just me, there is a problem and you don’t want to help resolve it! All I want is Internet to work and be able to watch TV, use my laptop and my phone, instead I’m having to use my phone data to do all these things.

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 about. I've questioned the actual name of their advertising packages, 'SUPER FAST 38MBPS Fiber BROADBAND'. You would automatically think Mmm fibre broadband for £25 per month, that's reasonable. No, it's apparently 'Fiber TO THE CABINET'. My nearest open reach cabinet is 1.5 miles away, and that's where 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 to 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 used to 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 'Fiber TO THE CABINET'. It's 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 of your contract you still have to send it back to 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 it's 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.

I sent my 30 day notification of termination of contract on 13.01.23. They rang me the day after to discuss. I explained as my contract ends in 30 days I had sought a better and cheaper broadband package elsewhere.

I contacted pop telecom via online chat to ask when would my final bill with them be as I was changing providers. They asked if I was wanting to keep my landline number. I informed them that I wasn't as I don't use it.. meaning my landlines.

They then asked well if you don't use it we can disconnect it now, I said that was fine. The day after, not only had they terminated my landlines, but my whole service, TV and broadband.

I explained that I stated I did not use my landlines, not my broadband. We are still within our contract until 23.2.23. They are now insisting on charging me the final months bill.

I have no service at all with them.

They are saying if I don't pay it I will be referred to a debt collection agency.

They cut me off, no arrears insitu on the account.

I stated that they cannot charge me when I have no service, they are also demanding their equipment back at my cost.

Can you help.

I have had the worst possible experience with Pop Telecom.

I checked their website and my address was eligible for an ultra high speed broadband. I proceeded with the order (1/12/2021) and before the installation they call me saying that there was no available ultra high speed connections, but that they could offer me a regular connection and in a few weeks Openreach would provide more ultra high speed connections in my area.

After 9 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 outstanding amount of a committed 18 months term. 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 more months I have had no news from them. As said before, the worst service I have ever received from a telecom provider.

Just a warning to potential customers , please avoid , this company is a snakes pit , i was issued with a final payment not from pop telecom , but a debt company used by pop telecom , no warning , no letter saying i still owed money just a threatening letter from debt company , how many oap out there have been intimidated by these low lifes ...please avoid this company they need to cease trading

Hi I am messaging you as I have received a judgement for claimant through the post my name is David Corns the balance is for £1068.89 I have never had an account with you so would like to find out why I am receiving this off you or the court when I have not received anything previously from you. My email address to contact me on is bradley.[protected]@hotmail.co.uk

I moved house over a month ago, and regret my decision to continue with Pop, sadly from it taking 10 days to get me connected..And to date my TV box still doesn't work, I did as you requested and returned it for inspection, the same box came back and even after yet more countless attempts and calls to your technical support team it's still not working...And all you keep telling me is I have it on contract?..but it doesn't work..Help for the love of God..

Hello I was a customer of pop telecom for a bit two years and after about 12 months of being with them the service I was getting from them was really poor, so I complained to the company and they spent months trying to rectify it and they eventually state the problem must be inside the house and that they would send an engineer out to have a look and just to send them out it would be £191 call out fee then what ever he had to replace on top, I told them not to bother ill get a engineer that was local to me out and who I trusted and he came out and stated there was nothing wrong with any of the equipment inside the house or the line.

After months of complaining and them not fixing the problem I decided to pay my contract out just to get rid of this terrible company but pop telecom didn't make it easy, so after months of fighting them and getting my final bill, I thought it was a relief to get them out my life and I learn from my mistakes.

A year on I have received a letter from a dcbl a debit collector saying I owe £282 to pop telecom and as they have tried to contact me several times and no reply they have instructed us to recover the money.

Pop telecom are liars i've had no letters off them and I paid my final bill they sent me so how comes I owe them £282

Could you please look into this for me, i've paid the £282 just because I don't want this effecting my credit score but now I want that money back as I dont owe them anything

Good morning Please stop any further action on this until complaints I have raised have been answered and responded to. I contacted you on 2nd September advising this payment would not be made due to issues that occurred with our service. The member of staff that replied was quite dismissive of this but I shall outline my reason for non payment and request for compensation once again. A member of staff that I spoke to on 24th August advised that compensation could be sought from Openreach as the issue was at their end. I cannot approach Openreach as I am not their customer - I am yours and you are theirs as you pay them to provide a service. As you will know we are all working differently at this time and I was scheduled to work from home between 24th Aug - 4th September. Due to no internet from 20th August this was not possible until the service issue was resolved on 26th. Further to this, I wish to complain about the amount of contact I have had from Poptelecom since my decision to change provider. I had a phone call every day from 26th August until 31st August at which point I advised the member of staff that rang me on the Sunday to leave me alone I had had enough. On top of these calls I received at least 3 text messages a day. This is beyond a joke. Listed below are MY expenses for the interruption of service which should be claimed from Openreach. If you access my account you will see the recent history of issues with our internet. These issues have so far cost me: 3 hours of phone calls 3 days annual leave as could not work from home (7.6 hours per day) £15 in data topup for mobile phones I was advised by one of your colleagues that I would be able to claim for compensation due to loss of internet. Bearing in mind my hourly rate of pay at work is £14.73 per hour, pop telecom/Openreach actually owe me £395.83 less this bill. I am interested to see how this compensation is made to me and await your reply I am not happy at being harassed and threatened with debt collection for this amount while there is still an issue outstanding. I await your earliest reply Nicola King

Sent 9th September 2020 !

I am now being chased by a debt collection agency and have tried to speak to POP about this issue again today - I am being fobbed off and told nothing they can do as account passed to debt collector. Am being fobbed off about an email they claim to have sent to me in September 2020 which I did not receive and IS NOT in my inbox! Staff are being rude, unhelpful and basically dont care

I have been recieving letters from a debt company for payment of money due by me to you so I want to know why this is the case

As I have never been with this company for broadband at all and I am being hassled for payment

Now get it sorted I am fed upi being treatened by this company for court proceedings so I am fed upi with it

I know what company I have been with for broadband and none of them was pop telecom so I am getting fed up with it as I am recieving debt letters saying I owe £1,102,54 and I have never been with this company

Today 18/10/21 I checked the fibre deals from POP telecom they were offering £22.59 per month including calls. As an existing customer I enquired about he deal and was told it did not exist. I was looking at their own web page with deal deal on it. They denied having any such deal despite my sending them the page link. My advice is to steer well of this company with its sharp practice

I have no idea that Internet has been connected and no information on how to connect. The female in customer service team whom I spoke is so rude and not willing to listen or help to resolve the issue. I am very much upset to choose pop telecom as my first service provider in UK. Still I am not able to get full signal strength and Iam charged for it.

Dear Sir or madam

I got a letter from DCBL on the 21st September Baliffs i did try and phone this company on several times could not get through I want to know how a moths payment for £70 has gone up to
£876.49 when we had no service for 3 months and you did not try and fix so you can call off the balliffs you need to sort this out properly other wise you can take me to court i am not paying this amount which you have put on of £876.49 i will pay the £70 and that is it

Mr A Franklin

Please resolve the problem with the internet. I called many times and nothing has changed. If its not gonna change I'm not gonna pay anything. Since I'm a customer I just had problems. I repeat resolve the problem.I pay for nothing. I use my data more than the internet.It makes me very angry. The adress is 68 Winfield Street and the post code is CV21 3SH.

I recently had a some financial trouble and I couldn't pay this months bill so I contacted their live chat and asked if I could pay in a couple of weeks and that was fine the person I spoke to left a note with my file saying I'll pay on the 17th. Since then I have been constantly harassed by them for money I've had 5 text messages saying my bill is overdue then a 6th text threatening to suspend my service. I've also had multiple emails as well as multiple attempts to call me whilst I'm working. Worst broadband company out there.