The Phone Co-op Omdömen 

Upgrading from PSTN to Broadband with this company - now called 'Broadband Coop' has been problematic at every step. They subcontract to Openreach, who made 5 attempts to perform the upgrade before succeeding. During this time Broadband Coop apparently did nothing, and had to be chased to get them to push Openreach. At one point, Broadband Coop claimed I had cancelled the order, which I had not! But once Openreach connected, the problems really began!

Although the internet worked once connection was established, the phone line did not. That required yet more pushing of Broadband Coop before they discovered it was set up incorrectly at their end. Further, their subcontracted voicemail service timestamps all calls incorrectly, and apparently this has to be set in a development plan to be fixed at some future point!

Meanwhile, their invoicing has been incorrect from the start. They seemed not to set up the service correctly on their accounting system, meaning that I got incorrectly billed. Once I had finally managed to get that resolved through their Customer Service I find that they have failed to provide the promised £20 'Welcome Bonus'.

Their Customer Service is terrible. Expect a minimum 30 minute wait for a call to be answered, or a multiple day wait for a reply to an email. As I write, I have been on hold for nearly an hour while their agent attempts to find out why I have not had the 'Welcome Bonus' applied.

Avoid this company at all costs!

My mother's phone line and internet was cut off for weeks whilst waiting for openreach and The phone Co-op as her provider said there is nothing they can do.
Absolutely appalling service, you struggle to get through and speak to anyone who can help. No priority service for older and vulnerable customers. I have asked twice to speak to a manager and no one has contacted me. Technical support are often rude and unhelpful. Not a good provider at all for vulnerable customers.

Avoid this company. They have been harassing my elderly mother for a death certificate as the contract was in my step father’s name. She has already sent a death certificate which must have been lost. They are still calling her a year later bringing her to tears & causing severe distress. The bills are still being paid but they are still not in her name a year later! She is paying extortionate fees & is only using her telephone as she hasn’t got a clue about the Internet so doesn’t use broadband. She had an engineer call who refused to install a new line due to her having an emergency alarm. This company should be ashamed the amount of upset and stress she’s endured. Shame on you phone Co Op you are a heartless money grabbing company rely on elderly people who don’t know how to find a better deal. Basically they are scamming older people. They are only brokers really and rely on other companies service. I really can’t rate this company low enough. They don’t answer their phones either. I gave up after 45 min. 😡😡😡

Now trading as ‘Your Co-op Mobile’ or ‘Mobile Co-op’. I signed up for the SIM only plan online, I was left for nearly a week before they finally emailed me with my eSIM. When I finally installed my eSIM and was using data out and about, I wanted to know how much data I had remaining as I was going somewhere for a week where I wouldn’t have access to WiFi. Upon logging into my account, there’s nothing. No data, no section about my account at all. It’s just geared up totally for selling more SIM cards or broadband. I couldn’t see anything at all about my plan, my usage or even my mobile number! There’s no app at all either! I’ve never known anything like it!! I ended up texting for my PAC and signing up for VOXI instead where I can get a better deal and see my allowances and also receive free goods every month with VOXI drop! Avoid Mobile Co-op if you need access to your data usage or if you need an instant eSIM because you won’t get it here!

I moved from Sky mobile due to poor O2 signal in the area. All was fine for a couple of months until my wife went over her data limit by 2GB. Coop mobile then charged us £78. Coop mobile sent a text warning us but it was not seen until the bill the next month.

I phoned to complain and was quite frankly patronised.

I will now leave coop mobile, charging £78 for 2GB is extremely money grabbing. Not what you expect from what is supposed to be an ethical company.

They switched us to digital phone service last week and now day 8 and we still have no landline service. Where we live we do not get mobile phone reception and we have made it clear our phone line is a vital service for us. My husband tried to log into the modem to set it up and he got this response from his email query "Don't worry it'll be fine". Well it's not fine, it just doesn't work, we do get a dial tone but when we try to call a number it never connects, just beeps. No reply from any of our many emails in the past week and no answer when we try to call them. Appalling customer service.

Just adding my name to the many. So sad. I don't know what's going on and I really feel for the team but after a really sad experience trying to sort out my deceased Dad's account, I've just been cut off after 2 50min holds while speaking someone who is only answering phones so that the customer service team can work 'behind the scenes' on a backlog. He told me nothing, said he couldn't give my message to a human, and then cut me off. I have no data, I owe an as-yet undisclosed amount of money after misunderstanding my limit abroad and I cannot seem to get more data for another 10 days, whatever I do. ANd none of this could me explained by the person that answered the phone. THis organisation should be avoided. I'm so sorry to have to say this after recommending to so many people and having so many years with them.

Honestly - I have been with The Phone Coop for nearly 20 years and the service has decreased significantly since it became part of Mid Counties. I have had problems with bills, with supply, with contacting anyone to rectify the problems. I feel like I may as well have chosen a big supplier and accepted their rubbish customer service. It is really upsetting as they used to be fantastic and the staff were always helpful. As soon as I can get out of the contract I am migrating to Green ISP - they may charge more, but at least they are trustworthy.

I recently transferred to a new phone and in the process lost my E sim. I initially got through to a customer service person who tried to sort out the problem but couldn’t. He referred it to someone else and I haven’t had any contact since. To make matters worse the customer support line has closed for two days with just a recorded message saying they will open tomorrow. I haven’t got a working phone. I am really disappointed with this lack if service and will likely transfer away from the coop as soon as I can speak with someone. I am wondering if it is going out of business.

send the emails which they do not answer. They are overcharging to what they said they would. No customer service at all.

Take ages for them answer the phone very 🦥 slow 😞 process order still have received the SIM after confirming no communication at all reply to email
Would recommend this company to anyone stay away

The worst experience ever with a mobile network provider. Not a user friendly service at all. Customer care is really very poor. Would never recommend this company.

Have been with Phone Co-op for years, for both broadband and mobile. Used to be really happy with customer service, but things have gone massively downhill. My internet has been down for the last 6 days. I've tried emailing (no response), calling (waited on hold for 45 minutes but couldn't get through), and using the website chatbot. The chatbot then told me the customer service phone line is currently down, and to try emailing. In that case, why are the email autoreplies, and the help section on the website, still telling me to call the phone line?! What a waste of time and energy. Am switching providers a.s.a.p.

I am gutted that the Phone Co-op has so gone downhill, since joiing the Midcounties Co-op.
I had a complete disaster yestarday morning, losing ALL my passwords, and ALL resets need my email. Only, I can't GET to my email.
I rang Phone Coop support twice, spoke with lovely lads who tried resetting my password both times, to no avail.
In effect I have been waiting for 36 hours for someone to get in touch for something as crucial as email, that is not acceptable.

In my home office, shining bright,
Ultra-fast internet, pure delight.
Configured well, no big hassle,
An IT choice, a solid castle.

Better than the rest in the UK scene,
Their help and price are truly keen.
With them, I'm pleased, I can't deny,
They lift my work, and zoom me high!

We were transferring to ultrafast internet. It took 4 months to sort out. When bt arrived they caused damage to my property I was left to sort out my internet access as well as deal with bt legal department. I tried for days to dort things. And kept ringing for assistance.... no one would call be back and I only had my mobile (thank god) to use. When I suggested that the router might not be configured I was told it was. I then suggested that we pretend it wasn't and I wanted to know what to do.... eventually, they agreed to do that and yes! I was right it hadn't been! It wasn't until this time that I was told that my phone lube wouldn't ho live for another 3 weeks. We now have very poor Internet connection which is intermittent.... but I know that if I call I will be charged by bt as its only an intermittent issue. At over £40 a month its not worth it especially as I'm left with the mess to try and fix myself.

The Phone Co-op, now Your Coop Mobile. Have been with them for years on a SIM only deal. Used to be excellent and good value, but no more. They are supposed to offer free EU roaming, but when I took my phone to the Netherlands I could receive calls but all outgoing calls were barred. This was not the phone (checked SIm in another phone). Called Customer Service on another phone. Queued for ages, than could only leave a message. No call back. Emailed technical team and got an acknowledgement but no action. Contacted CS via online form but even the form didn't send! Emailed Sales and asked for action otherwise I would leave as soon as I got back to the UK. Nothing! I have been away a week and absolutely no action by Your Coop. Pathetic. I will be leaving and requesting compensation.

Really unhelpful unresponsive and inflexible customer service. No app and very poor communication.

I have been a phone coop customer for over 30 years - for most of that time, I was happy.

That has changed dramatically in the last year:
1. My Fairphone 4 doesn't work properly. I reported it in January when I upgraded. I am still trying to get it repaired or swapped 10 months later. They tell me to go to Fairphone, but I am buying it from Phonecoop, so my beef is with them.
2. I upgraded to Super fast Broadband plus IP, since when the broadband charge has gone up from £17 to £31 pcm but my internet speed is, if anything, marginally slower. Again, no solution, despite many calls and emails.

The people I speak to are sweet, but almost nothing changes and almost noone calls back as promised.

I think they have outgrown themselves - email hosting and utilities are just too much for them.

I JUST WANT TO GET OUT OF MY CONTRACT AND GET SOMETHING THAT WORKS.

I was with them for 5 weeks, in that time I had no service for 2 days, and they billed me £40 for 1 month of service, this was strange because I signed up for the £13 a month deal. I phoned and was told that someone in the office had made a mistake, which would be corrected, I am waiting to see. I wanted to be a COOP user but I didn't want the hassle that comes with it.