True Telecom Reviews 162

Spoke to John Holt from the team about a problem I had with bt chasing me for cancellation charges, sounds like he has it all in hand and very efficient at communicating! Hopefully it will be sorted once and for all

The whole experience with Unicom, my last supplier, was horrendous and Emily hall and other staff with true telecom have been very helpful and considerate.
I would recommend using true telecom and as long as the service works well , I look forward to working with the company in the years to come!
Once again a big thank you .
Mrs. Jennifer Dow

We had problems switching broadband from BT, when the router could not be made to work as Openreach had failed to make the correct settings at the exchange. A date was agreed, with one of the team at True, for an Openreach engineer to call at the house on Friday but, through simple human error, True actually arranged the visit for the previous day when no one was at home. Most irritating to find a 'failed visit, please rebook the appointment' card on the mat from Openreach but True made no attempt to shift blame, accepted full responsibility for the error and made maximum effort to rectify the situation. A fresh appointment was made for the next possible day and, happily, the Openreach engineer was the best we have ever encountered. The exchange fault was easily picked up and rectified (and other wiring issues resolved) and broadband is now working better than it ever did with BT.
Full marks to all we spoke to at True who apologised, were never evasive, never attempted to shift responsibility, took ownership of the problem and checked that the solution had worked. Well done - and many thanks indeed.

Our recent fault has taken nearly a week to resolve during which time we have been left with no telephone service. It seems there is very poor communication between True Telecom and Open Reach and no one took responsibility for our problem

Over the past 6 months we have seen our bills more than double with this provider. We have been with them for over 2 years and while the initial service was good it seems to have gone downhill with very poor customer services. They have inflated the prices of calls to 0844 numbers to over a £1 a minute and round up the call duration to the nearest minute to maximise their charge. I have contacted them several times about this in the last 4 months with no resolution and no reduction or refund of call costs. They simply say that they will "pass it on to the billing manager" and then we hear nothing back. Complete shambles of an operation. Avoid at all costs. Shame I even have to give it 1 star!

Despite a couple of problems on the day of moving my broadband to True, those problems were resolved quickly.
Compared to the way BT handled the problems I encountered, this was a lot easier. The speed of the new broadband compared to BT is a lot better. I had been with BT for over 30 years and their customer service is at the moment at an all time low.
Looking forward to better times with 'True'
JM

Dreadful billing - mistakes on nearly every bill I have received, sometimes rectified after phone calls, sometimes not.
Totally overcharged per minute for several phone calls - called and was told yes that has happened for quite a few people....you will get a credit when we get it all sorted out. When I asked when that was, the couldn't tell me.
Have been charged an aborted call out fee as had a engineer coming out, but then had a phone call saying he didn't need to come as was sorted at the exchange. He turned up anyway and as he wasn't needed, then got charged. They blaming this on Open Reach, but neither will take responsibility so I've lost £190. Totally disorganised, inefficient and ultimately costly service. Have been cut off several times when trying to get through on phone. DID have one phone person who was very polite, but still couldn't help. Avoid this company at all costs - 7months on I'm still trying to get it all sorted. Rubbish.

Update - contacted them as requested in their reply. Still nothing sorted. I then had call to say my handset was being replaced and I had to pay the higher charge and would be tied into a new contract for another 3 years. Not happy, but having looked at other options it seemed the best option for me at this time so I have stuck with them. I have since had no problems so have increased by score to a 2 star.

The service is not great. Great at signing you up and great sales reps but customer service is lacklustre, advertised speeds are not being received, wrong charges on account both to me and against me. Aren't organised in their business management. Ive been told my contract ended 5th february 2017 and also 5th february 2019, and also 14/4/16, also 14/4/19. what one is it?!!!!

Today I experienced excellent service from Thomas Rowe who was polite , professional and efficient.
He sorted out the repayment of my service charges that I been billed for but not requested. These charges had been outstanding from True since Oct 2016. I had made 3 previous calls to your company regards this issue and had been pushed from one operator to other without any resolution.
Thank goodness for Thomas today, he has saved your company from a negative review, all I can say is perhaps Thomas needs to give some training to your other operators. Thank you Thomas

I recently changed my broadband provider to True Telecom. I had some difficulty connecting to the internet. The agent who resolved this was Michael James. He showed patience and understanding of my lack of technical knowledge and got me connected....!

Not a good start. Phone line connection went well but were without internet connection for two days through someone not activating. Thanks to Michael James we are now up and running.

Having spent three years as a customer of True Telecom, I have renewed with them for another three years. Although the previous three years weren't always smooth (some billing issues) Astrit was very helpful in reviewing my services and optimising my requirements making for a competitive price and reducing my total monthly bill going forward. I also had some very good tech support a year ago when I was having trouble with my router.

I called True Telecom this morning to ask for confirmation of details relating to my transfer of service when I moved.
Jon Holt was endlessly patient, digging back in his files and producing the evidence I needed. Within half an hour of the end of the call, he sent me a beautifully worded mail that covered all the points that we had talked about.
I cannot praise him enough.
This is not the first time that I have been in contact with the company and I have always found the staff friendly and helpful.

AVOID AT ALL COSTS SCAM ARTISTS
My grandad got a cold call for these scammers who switched him from BT to their overpriced service (£40 a month for just telephones, not even a plan for that on their website) thats wrong taking advanatge of old people through cold calls like that

so we wanted to switch him to a competitor and the scammers decided my grandad should pay £730 to leave their contract, im sorry but you scammed my grandad and I want answers before I report you to offcom for cold calling a number on the do not call list

I contacted True Telecom with regard to a problem I was experiencing with my broadband. The problem was concerning the use of the password with a new device. I was quickly transferred to the Tech Support Department,
namely Michael James, who, despite difficulties with re-connection, managed to let me use a new password which solved the problem.

In the past I have had very bad communications with True Telecom,but on this occasion the treatment I received from tec support was very good.
Thank you for your help.

Many thanks to Michael for taking me through the steps to correct the problem. His patience and demeanor were second to none.
Thank you once again.

Spoke to Michael James who responded effectively and efficiently thanks for a very quick and excellent service

I have being trying to sort out my account for about three mouths until today when I spoke to Morgan Pearson who went the extra mile and has got me a better deal which I thank her for and also at long last has promised the money I have been over charged will be refunded in the near future. Also I would like to say that true telecom is one of the few company' that I have found you do not spend hours trying to get through to them on the phone

Awful company was promised an amazing package and it wouldn't cost me a penny to swap from BT to True Telecom, so far its cost me a fortune. I had a cancellation fee and also had to pay for BT equipment, If that wasn't enough my first bill from True Telecom was over £100. I couldn't get through to anyone to sort this out, couldn't get a copy of my verbal contract, so I went back to BT. So then I was hit with a early termination fee of over £500 from True Telecom, what an absolute scam. Absolutely genius really, from the point of swapping from BT to True Telecom and then back to BT, in which was a period of 32 days cost me nearly £800. How the hell these companies get away with it is beyond me ! I say steer well away as they promise to save you £££, but really it will cost you a small fortune. They are constantly being investigated by ofcom, but still continue to operate?? More regualation needed to eradicate dodgy phone companies like True Telecom, rumour has it ceo from this company has a string of failed companies under his belt....nice.