Chess Reviews 4,961

Everything I wanted to know was addressed.
Laura Bacon got the right people to contact me and my request were carried out to satisfaction.
Everyone is helpful and informative and the job gets done

Over all fantastic service

Very patient and caring customer service quite considerate

Ricky Walker made sure we received all the emails and information required so the process was easy and and smooth.

DO NOT USE THIS COMPANY, RIPPING PEOPLE OFF.

Don't be fooled by these scally's reviews. Like all other utility and media companies and merchant banks they think they are a law above themselves when it comes to finishing a contract. These scally's are saying I signed a five year contract when only signed a three year one and I have proof. When i asked to see my contract you could clearly see the agreement term had been altered? Now they refuse to contact me, ooh the irony of a communication company. Instead they are trying to charge me late payment fines, who do they think they are? Update 19th March 2026 they have been in contact with me and are taking it very seriously which need to be stated out of fairness

Impossible to contact once you have agreement. Noone answers calls or emails

We have been with chess for many years and have been more than happy with the customer service
Recently when we were looking to renew our contract we had issues with the new system, you have to speak to an Ai assistant who raises a ticket and someone is supposed to get back to you,
unfortunately this did not work for us as we found either nobody got back or if they did they just tried once and if we could not take the call they did not try to call back again
They do not leave a direct line number to call back so you end up back with the AI assistant again
After giving a one star review recently we have now managed to speak to actual people at Chess and our questions have been answered
The three people we have dealt with this week have been very knowledgeable and helpful and we now know how to avoid the Ai assistant so going forward we are happy with the way Chess have resolved the situation

Chess customer service used to be a pleasure to deal with. The business was responsive and efficient.

I was with them for the best part of 30 years and was a happy customer until it came to leave!

In October I decided to change supplier and that new deal from another provider was going to save me 50% of my monthly charge for high speed FTTP service so contacted Chess by phone to ask what notice they required. Eventually reply came saying it would be ‘one month’.

Received a call from an Agent who said they had received a request from the ‘new provider’ for the transfer of the service and would I give Chess an opportunity to quote in order to retain my business.
I paused the transfer with my new supplier expecting a prompt response from Chess.

This was my first mistake (of two).

I was asked to provide a copy of the quote I had received from the alternative supplier because any price reduction in Chess’s offer would need to be approved first by the agent’s supervisor and then be put “before the Board”.

Several weeks went by with me having to chase them by the “Ticket” system which was poor at best and utterly condescending at worst - when, each time they were chased up an email would arrive saying “we will contact you in due course”.

Eventually I received a call in November saying Chess would match the price I had been quoted elsewhere so I asked when would the FTTP be installed? Deathly silence for a moment then the question back was -“Haven’t you got that already?”……… I will call you back.

After more delay they came back and said that they couldn’t match the price after all.
I re-activated my transfer request with the new supplier and told Chess I would be leaving as soon as the service could be ported and because of my only remaining with them for the extra time was because of the delays caused by their request to be given time to requote their service I was not going to pay twice as much for the additional months’ charge.

I demanded a call with the agent’s supervisor who quite blithely said that had Chess matched the price of the competitor’s quote “Chess would lose money and that as “I had had the service for the extra month Chess was fully justified in charging me for it!”.

No apologies no regrets on their part, no sorry you’re leaving is after 30 years! Absolutely useless to proceed with further conversation.

My service was ported on 22nd December 2026. Chess said that there that there was an outstanding balance to pay of £13 to pay. In January I checked my bank statement and found that Chess had taken, via direct debit, a full month’s payment rather than just the final balance.

More tedious ‘ticket’ raising on my part and the inevitable delays before any response received other than ‘your request has been graded as low priority’ and we will be back in touch ‘in due course’

Chased several times by my “updating the ‘ticket’ and finally received a refund. No apologies, nothing.

Chess are easily the worst business that I have ever dealt with in my career as a Company Director.

Their Customer relations are truly awful; ticking every box on how not to treat a client, the agents are inept and the middle management hide behind a faceless ‘Board’ to whom all decisions apparently have to be made. All aided and abetted by their robotic customer portal!

Could not and would not recommend this business to any potential user!

Not sure what's happened to this company but as a loyal customer for 30+ years. I had a problem with an additional charge which I politely asked to have removed and the way it was handled was awful, I've now left and saved 75% on my invoices. Avoid unless you want hassle!

Without calling him first, the mobile specialist Andy Rushton, contacted me about a better deal that was available. He then went over all the details, and answered all my questions, before setting it up.
It meant a lot that he organized it all himself, and was thinking about his clients. An excellent, and thoughtful service.

Gareth provides excellent service and communication

So easy to contact and Andy Rushton was so professional from the start and very helpful indeed

One recent experience handled quickly and fully by Chess (Nick Bull and his team of engineers Jack, Ian M, Sajid and Mark H) stuck to when our operations suffered a server failure. Nick communicated brilliantly while his team solved the problem. I've been critical of Chess before, and in particular their ability to respond quickly to a Just in Time environment, but on this occasion they were spot on. Very pleased!

Andy was amazing the process was quick and easy. Would definitely recommend.

Right from the initial contact Alvin was extremely helpful. He sorted out a problem that my son was experiencing whilst he was abroad. We then needed to upgrade our business phones and once again Alvin acted professionally. He presented the options we had and once we made the decision got it sorted.

Sending a random invoice!
We had a contract with NBC which was sold to Chess.
This is a fraud system by the network providers!
We used to pay £65 to NBC (although NBC is active in their operation), but as soon as Chess took it over, they started charging us over £80 per month!
However, we continued the service until the contact ended.
We confirmed the end date over the phone and switched to a different supplier.
Now. They send us a bill of £356.41 for what?
Always emails from no-reply.
I seek the advice of the readers of my review: where can I complain about this syndicate?
Also, I advise staying away from this company! actually from both.

Been dealing with Liz for a little while, process was easy to transfer our mobile phone contracts over and great price compared to what we were paying previously.

Kept me informed with the status of the transfer at all times and was a simple process in the end.

I recently arranged a new phone contract with the help of Liz and Danielle, and I was extremely impressed with the service I received. They were both knowledgeable, professional, and patient throughout the entire process. They took the time to clearly explain all available options, ensuring I understood the details of the contract and felt confident in my decision. Their friendly and efficient approach made the experience smooth and straightforward. I truly appreciate their support and would highly recommend them to anyone looking for assistance with a new phone contract.