POP Telecom
reviews and complaints

My Internet goes off everyday, I contact staff who give me instructions how to mend? Sick of it now, it's not good enough, surely it's pop telecom s job not mine? If I don't get satisfactory answers I want to cancel as its not good enough
Jean Hughes

I applied for superfast broadband with Poptelecom. I was told this would not be possible despite saying numerous times I have FTTP installed in my property. I was then told that I could have a package which would provide 11-18mbps service which would be more than sufficient for our needs. This was duly installed and we noticed our streaming on TV buffered alot and videos tool ages o download. We tested our speed and found download speed was 1.8mbps. After speaking to the technical team and trying an ADSL filter they admitted we would never get any higher than 3mbps with our line. I asked to cancel contract and spoke to a manager last week who told me this would be possible and she had listened to the recorded conversation of me being told we could get 11-18mbps and agreed to contract cancellation. Since then I have had numerous calls and texts asking why my broadband is being taken over by another FTTP provider and two members of the customer services team have told me I cannot cancel my contract without penalty. Yesterday I received a demand for £282.10 from the 'loyalty dept' for early termination. The communication within this organisation is abyssmal and were I an older more vulnerable customer I would feel threatened and intimidated by the bombardment of texts and calls and the demand letter. I spoke to the customer services dept manager last week asking for there to be one case manager and a name of said person and for the calls and harassment to stop with no avail I have also emailed them.

Joined on 4th June 21. Asked for my landline to be carried over. When engineer came ha said they had given me another number which I didn't accept. Complained and got told my old provider had refused to port it. I then complained and kept getting sorry. I was allowed by my previous provider to carry on using my number via there router. I woke one day to find I had no internet because Poptelecom had cut their number off and let me have my old number at which time I was told there was a fault which Openreach were supposed to be sorting. Keep getting told have to wait for updates. Am not happy it's been nearly a month with no internet.

My internet has dropped off from 1:30am onwards on Sunday 17th July 2021. I tried to call their Technical a Service on the same day at 2pm. It goes straight to voicemail saying that they open SEVEN days a week from 9am to 6pm which is clearly NOT the case and very misleading!

As a result I cannot get any service and my internet remains unconnected! Not impressed.

I have been in contact with customer services since February 2021 as my internet drops out every Sunday at midnight and comes back on 1am Monday. Although I appreciate that customer services try to help this is still on going. And today Monday 12 July they have rung to ask if the problem has been solved.(this call comes every Monday and I give the same answer NO). They are suggesting that we have an engineer out to check in the house and outside, as this has already been done twice before i find that unacceptable. I did ask what happens when the engineer has been and once again has found no fault what will Pop telecom do then. The reply was that I was prempting the situation. So once again they are arranging an engineer. I did ask if this problem could be escalated up the chain of command and was told those people do not talk to customers. Find that very rude they take our money and do not give a service. I have repeatedly told them that if they look on the Web and type in the problem they will see that others service provides have the same issue. I did a couple of months ago say I would like to terminate my contract only to be hit with a exit amount.
Is there any other Pop telecom customer having this issue

Poptelcom offered my 81 year mother a package at £23.50 per months with an 18 month contract... when she began to look at her bills she discovered that she was paying VAT on top of the quoted deal. Below if the e-mail with the deal

On Wed, 24 Feb 2021 at 14:24, Pop telecom Sales Support wrote:
Good afternoon

That deal for £23.50 would be on a fixed price on an 18 month contract we supply.
Thank you for contacting our customer service department.

Kindest Regards

Jay B

POP Telecom

She was actually charged £23.50 plus Vat making a total of £28:01 even though she has no way of claiming back the VAT as she is an end-user. This appears a be a lack of transparency in the contract offered...

Dear sir I have been in touch with citizen advice and they are part of trading standard I reported what you been up to
You have breached my contract you got 14 days from today to pay back the over payment from march 2019 to november this year
You agreed £20.99
But you was taking £30.99
So I have been advised that you pay me back all over payment from march last year and copies off the original contract 2017 and 2019
No changes not to made to swindle it no lies
You got 14 days from today to send copy of contract and payments that was overpaid then if you dont I let citizen advice and trading standard deal with you and they have been informed that one of your employees has canceled my contract why would I stay with you when all you done is lie to me and took more then you should of done I was putting goods words about you on facebook how wrong was I to do so. You have treated me terrible things you done is complete awful

Dear Sirs
I had to move out from 12 Dryden Close South Shields to 5 Blenkinsop Court South Shields on the 4 October 2019 for repairs to the property and had mentioned this to their agents and when I was due to return on December 17 2019 they could not re - connect me for several days and that there would be a charge, hence I changed providers. since then I was charged for January for non usage, then without notification they have charged me a further £247.43 I can only presume for early termination, according to the agreement I have It should have been £50.
I am 80 years old on state pension and this seems to be extorntionate to me
Please can you help.
Mr D A Lyons
12 Dryden Close
South Shields

We recently switched phone and internet supplier to Pop Telecoms.
They LOST our landline number that we have had for years and supplied us with a new number.
Can you imagine the distress of having to phone everybody from friends, banks, doctors etc.
Pop Telecoms are a disgrace. Check the company on Companies House. Look at the Winding Up orders issued to them and their associated companies.

I have a one year contract for a 35 mbps broadband but instead I get 0.5 mbps in the afternoons and evenings.

I reported the fault to the company 2 months ago, talked to a dozen "experts" on their help line - to no avail.

They also warned me they'd charge me 200 gbp if they send an engineer to check on the fault!

I wish I never joined them as I'm reading that leaving them is difficult and costly.

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

Hi, i signed up with pop on 14th october. Money was taken immediately, go live date was 24th October and the date now is 6th November which i have been paying for broadband and still no service of any kind. I have made several pho e calls to pop to fix the problem but no luck. As i have paid for a service which pop cant provide breaching the contract, i would like to cancel my contract. Thank you. My name is kevin foulger and address is 1b fieldcourt gardens gl24ue

On 02/05/ 2018
I paid £22.00 Bill is was told it was £27 .00
I said to customer service it's there fault they just took less then original Bill in may I got cut off even though I paid the bill i rang to find out why I was cut of even though I paid the bill then the customer advicer said I just pay June payment of £26.93
To be reconnected so I did but I'm being hounded for £44.00 I do not owe nothing as I paid in may and June I like compensation for all the stress which there is no reason for the way I'm being treated by your company pop telecom you have left me suidcidal at one point I certainly will never recommend you to any family or friends I discusted the way you treat your customers in did put out good name for pop telecom but now I certainly won't no more because pop telecom is a disgrace once my contact ends it will be the last I thought it was 18 months contract but 2 years I don't remember the woman telling me it's for two years I was told 18 months
I'm in total shock because of pop telecom because of treatment I'm receiving from your company is just owe for July I think I deserve three months of free Internet because the stress your company has caused me

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.

I placed an order for home phone and broadband early september i finally got activation date for 27/10/17 on the 23/10/17 39.00 was taken from my bank despite it was meant to be 23.00 per month router arrived 23/10/17 plugged in continuous red light no internet spent hr on phone getting toldto try set it through laptop nothing after many unanswered emails and promised phonecalls was told to return it with promise of would be reconfigured and sent 1st class return post i paid amost 4.00 to return it after 4 days still no router unanswered emails i eventually spoke to female who said no signal from router trying to explain i didnt have a router was horrendous.yesterday router got delivered same scenario now to be told all deta
ils have been scrubbed from router and i have to return it under no circumstances is that happening if i dont receive a new working unit within 48 hours i want my money refunded immediately ofcom and ombudsman are being contacted as this is fraud

Terribly slooooowwwwww. If the wind blows the internet stops and connecting takes hours and years of waiting. Plus I pay unknown additional fees every month.
Your customer service department is a complete mess. They are not helpful and probably simply have no idea where they work. Never answer. Yes, that's how the help should work for sure. That was sarcasm.
The way everything is organized keeps getting on my nerves.
Yes, the best resolution of this situation is just to change the provider. That's all.