True Telecom Reviews 162

Having been with this firm for only just over a year they overcharge me by £170 this was a year gone November 2015
Had to contact the ombudsman and they found in my favour and ordered true telecom to refund this was last may 2016 still no payment a letter in December 2016 saying I would get my refund in 28 days still no refund ombersman now inform me that offcom are involved but still no refund avoid avoid avoid

I called to query my bill which was higher than expected. I spoke to Thomas Oates who dealt with my query quickly & efficiently.
He was able to explain why the amount was so high & was able to decrease the amount by £50 which he said was because I was on a higher rate than what was originally quoted.
Thomas Oates was so helpful & a fantastic assist to the True Telecom team.

I have just joined True Telecom and the help and assistance I received from Michael James was 1st class so patient and helpful. Thanks

Emily on extension 255 is without doubt a major credit to your team. This is the second time she has dealt with problems occurring with your billing departments inaccurate bills. She does this with efficiency, accuracy, understanding and with a very friendly demeanour. Sadly we have a very bad experience with your companies lack of competence, exaggerated by some of your agents attitude towards it customers Henry Mgsusu and Darren Mitchell to name but a few who have come across aggressively, rudely and lacking any true concerns when problems created by your company have occurred. Emily Hall ext 255 however has gone out of her way to rise above her comrades and proves you a real asset.

Having discussed a credit for connection charges some time ago, I was pleased to be able to rectify this with Jaimie Terry. I had phoned twice before and nothing had been sorted, but Jaimie said she would and even phoned me back to confirm that it had been sorted.

After making a second call to true telecom and spoke to Emma Castle within 15minuties I received a call back with the right answer ,problem solved
Emma was so polite and a pleasure to talk to .
Thank you Emma

Elizabeth Bell

Thank you to Bethany Stone who gave me support in being able to get BT to remove this fee.

Small problem when setting up . I contacted True Telecom by phone and Adam could not have been more helpful and reassuring. Our new connection was installed very quickly thereafter. I am impressed so far by the courteous and speedy service

Michael James was very patient, professional and friendly.
I did not have a good start to my new account with you but this experience has been worth while.
Thany you

Over a period of a few weeks I have had to call the help / technical dept. on several occasions and on each occasion the support I have receive has been excellent.

These guys overcharge and keep billing you and don't let you cancel. Customer service is terrible. Had to go to Ombudsman who told True Tecom to give me £150 credit. 3 months later and they have not paid. See the bad reviews on other sites and steer clear.

It's a cold-calling boilerhouse operation if you read reviews on the employee review site.

Reply To True Telecom:

I have already been in touch with your "customer services" about this multiple times and you STILL HAVEN'T applied the £150 credit as ordered by the OMBUDSMAN!

Emailing your feedback@ address will most likely waste yet more of my time.

Funny how on other review sites you have a ONES STAR rating.

Very happy that OFCOM are finally investigating you, I really hope that the directors face criminal charges.

Reply To True Telecom 2:

Yeah right.

Once again true telecom have messed up. Firstly With terrible billing mistakes now by sending me out a router that's not been configured correctly .so I'm
Without internet accesss today ! I'm not all happy with true telecom. A new router is coming tomorrow I hope this one works !

This company is appalling and wish I had never answered my phone, promise cheaper bills and yet every month I am being overcharged, when I call they promise to refund but nope, have not had internet for so long and they take weeks to even try to fix the fault, am now once again without internet, they lied then denied to me re being out of contract with my last provider, when challenged they are aggressive and rude.

Michael James was very helpful today, he was polite and very clear with his instruction

Very helpful and called back promptly when promised. We're off to a good start!

I uncharacteristically was swayed by a True Telecom to sign up to them - being told that £30 a month would go from my account plus mobile calls at 11p a minute. I repeatedly checked that £30 plus mobile calls was all that would go from my account each month and that this was inclusive of VAT and I was assured firmly that this was the case. My latest bill was over £85. It was a complete mis-sell. Why would I choose to leave a company that charged me £40 each month for this? I was also assured a completely uninterrupted service - we had no internet for nearly three weeks and True telecom took no responsibility for this. I have been on the phone to them far too many times and many times they have been aggressive and rude (particularly Darren). I have requested that bills be itemised (because there are costs I believe we have not incurred but they have not responded). I have asked to end the contract without disconnection fees because they have reneged on their contract and again have heard nothing. They are dishonest, unreliable and totally mis-sell their product. We are in the process of getting legal advice - which i'd rather not be doing of course.

Update: I eventually received a response to my complaint from True Telecom and they ultimately have not said they would revise their bill despite admitting over-charging. An example response I received from their Head of Customer Services was 'We have listened back to the initial sales call and can confirm that all prices quoted to you for your line rental and broadband were inclusive of VAT.' - must have slipped their mind! They have also charged me 15 ppm for mobile calls despite offering 11ppm - just one example of their considerable mis-selling. The prices and guarantees on their website do not match up to reality. This company is not to be trusted at all.

I reported a dead landline at 10.00 hours on the 14th February to be advised Open Reach/Bt were quoting a forty eight hour service time.In the event following my polite grumble to True Telecom,their Michael James
telephoned me at 16.00 hours to advise the line was back up,with Internet service restored.Well done Michael James,who has been so helpful in the
recent past with a \router problem.
Trevor Steed

please be very wary Truetelecom gives you a ring and says they can give you a better deal than your provider, I was taken in by the cold caller, he did give me 10 days to cancel the agreement. sending 2 emails and a phone call ,NO cancellation, I have had to battle with Truetelecom and BT to get another contract. having my old phone no since 1976. l have now had to have a new no., because the old no is still active ,Ttruetelecom don't understand please disconnect .I hope this will help anybody who is thinking of changing, DONT.

I got a slam call off this company this time last year. You only have to read this blog to get some kind of understanding what kind of company they are. Just google True Telecom scam to read an interesting blog on this company.

I really wished I hadn't picked up the phone to them. The initial sales call was economical with the truth and they declined to tell me that I would be required to get rid of my BT router for my wireless broadband. They never mentioned anything about connection charges for my line either. I stuck with BT for my broadband but they refused to hand the line back over without a ridiculous demand for approx £450.

After a lengthy battle with them, the ombudsman declared that they owed me a full apology, £100 and a termination of their wildly excessive three year contract at no penalty. It took True Telecom six weeks after the ombudsman deadline to get back to me regarding this matter. Totally unprofessional and unacceptable. I got onto BT right away to get my line changed back to them.

Lo and behold, I soon had a call off a company i had never heard of, Chess Telecom asking if I had authorised BT to take back control of my telephone line. The person on the other end of the phone told me that they would get their legal team to look into the change of line with mildly veiled threats and that the ombudsman ruling had not been brought to her attention. Their smarmy advisor if you can call her that asked if the ombudsman had made the ruling about True Telecom or Chess Telecom. It seems that without my knowledge my phone line had been transfered to Chess Telecom.

The people running it appear to have a history of dodgy dealings, companies being run into the ground with directors running off with money. This could be conjecture but surely there is no smoke without fire.

The whole experience with this company has been disgusting. Horrible people to deal with.

Update: 9th February 2017

I am now in receipt of a demand from Chess Telecom claiming that owe them £292.18 termination fee. Appalling.

Our company received a call from True Telecom despite being on the telephone preference service. We agreed to change provider and move to them based on an early termination fee from our existing provider being covered by them and that our package would be cheaper for the "exact same service." These promises were not kept and only when we took the matter to their CEO did some form of resolution get proposed (inadequate at that). This company is unprofessional and very difficult to do business with including being hard to communicate with (you get ignored even sadly at a senior level), There is an open Ofcom investigation into their practice too.