The Phone Co-op Omdömen 

I've been a Phone Co-op customer for years; for mobile (three numbers), landline and broadband. They're a nice ethical bunch and all their customer/tech support agents are in the UK, which helps.

BUT I've had no choice but to transfer my broadband/landline service to a competitor who doesn't use their underlying network provider: TalkTalk Business - who have been utterly hopeless in resolving a fault open since May (NB: I am writing this in July!).

The Phone Co-op deserve their fair share on the blame for this customer care fiasco (you can deal with neither TalkTalk Business nor Openreach yourself: you are stuck in a series chain of the three companies). I must have made two dozen calls to The Phone Co-op to get this fault resolved, but it never was. Whilst some of the people I have dealt with have been professional, diligent and have called back as promised - Nick Kariotis and Mat Zygadllo deserve special praise for their tireless efforts - most calls (which involve a lot of awful repetitive 'on hold' music) have been depressing and amateurish. How TPC have allowed TalkTalk Business to do nothing to resolve this fault for all this time is shameful. It should have been escalated to a higher level after a few calls (and two Openreach engineer visits) but I had to do all the legwork and even then it was much too little much too late. Throughout this time I have paid The Phone Co-op (and they TalkTalk Business) for a frankly unusable broadband/phone line, and never once has compensation been mentioned to me.

So next week our line house will leave The Phone Co-op for a broadband firm that doesn't use TalkTalk Business, and I strongly recommend that you don't put yourself in the position where you need to rely upon these two firms to provide you with broadband.

We are on the £22 broadband package. Constant drops to near 0 upload speeds have disrupted video calls and remote working. I wouldn`t mind a fault, it happens, but I have had to call them 4 times to get anywhere.

First call we test some (not all) equipment in the house and advise to call back if problems persist.

Second call, a line test, I should be getting 7.5mb upload and currently getting 1 max, though the tests on my PC say 0. They are going to do a line test, `leave it with me`, says Mervin.

Third call, Mervin, who did not get back to me, thinks it is strange that I am getting 1mb max and often 0 upload. Once again, he says `leave it with me`.

Fourth call, 9 days have passed, I express my frustration as they don`t chase up the problem. We test more equipment, different cables, maybe its the router, maybe its the carrier.

Fifth call, the first time they call me back, the guy says now, after all this faff, I can only expect max 1mb upload on this package and he can`t explain upload drops to 0.

So, why didnt we test all possible equipment on the first call? Why did two operators think I should have 7mb upload and now this guy thinks its 1mb? Why on earth didn`t they call back until I had called 4 times over 9 days?

I am left with the impression they are not interested in finding and fixing the problem. Maybe its our equipment, maybe our expectations are too high, maybe the ISP is limiting the upload, maybe there is a line problem - whatever the case, just IDENTIFY THE PROBLEM AND FIX IT!

Faults are fine, but crap customer service is not. You can`t invest in ethical projects if you can`t get the product and service right.

One last strange point, they use feefo to show how amazing their customer service is, but there is nowhere for me to leave a review on feefo! Where do they get these reviews from? Why can`t I voice my opinion on there? If you want ethical broadband, there are alternatives with much better quality control, e.g. Which.

We have been with the phone coop for several years and been happy with the service. However moving house last year led to a total catalogue of disasters with nothing happening when it should e.g. the line was still connected in the house we left, our number wassn't moved over when it should have been, a re-direct message on another number not activated when it should have been, the broadband not activated in our new property for over three weeks later than it should have been, a new line install just not happening: many cancelled installation dates and finally when installed (took 5 months!) they didn't activate the broadband.....of and now, the final straw, they have charged us almost £250 on top of the installtion charge when we categorically said that due to us being so poorly treated and infact doing all the underground cable installtion ourselves that we would not pay anything of the standard £50 charge. Every time you call, you get a different person in the call centre - we have dealt with at least 10 people through this. There is no continuity of service, the left hand literally doesn't know what the right is doing - I have actually broken down into tears of frustration on two occasions. We are deeply unhappy and have queried the bill and they haven't had the decency to reply. They are nice people - but quite honestly, useless. Do not use.

I signed up to a 10GB contract with The Phone Co-op, locked in for 24 months with a Fairphone 3.

I agreed to a £31 monthly payment (inc VAT) but my first month's bill was £75.19. There was a £24.33 (plus VAT) charge for 0.284GB as a PAYG customer.

I called The Phone Co-op and an operative assured me that the full amount would not be taken from my account and that the £24.33 would be deducted from my payment. I was then charged the full £75.19.

However, after emailing them when their offices were closed, I did get a reply on the next working day and the unexpected amount was returned.

Since then I haven't had any issues so I would recommend them, however do read the small print and check when you can start using the phone. I assumed it would be as soon as it arrived.

Has anyone had a problem with "the phone coop" PAYG. I put credit on twice and it was taken by them - l have not used it but did not argue as l have been trying to get a statement of calls and texts to check - my phone is not now working. Can this really be happening? I'm old and don't understand: this was an emergency phone sim l've had 4 years in case l could not get online for WhatsApp calls/ texts.
I did an online chat with them they said they would call me back.
Checking why they did not call me they say my SIM is now no longer active. HELP this is my phone for my bank and will cause me all manner of problems. : (

I NOTE THE COOP LEFT ME A PHONE NUMBER BUT I SPOKE TO THEM AND THEY SAID THEY COULD NOT HELP ME THAT THEY TAKE ALL YOUR MONEY IF YOU DON'T USE YOUR PHONE - I DID ONLY TEXTS THOUGH - BUT WHY NOW AFTER USING THEIR NUMBER / SIM 4 YEARS ?

I moved to phone co-op 9 years ago so we had a UK service centre and sim-only contract. We now have broadband and mobile, and service has been excellent. Any problems with the line were sorted quickly, new accounts were added and removed easily, The price is competitive too.

Utter crap. Tried their PAYG service and duly installed the free SIM. I activated it as instructed and then tried to add some credit to it. This, it turns out is a process slightly more difficult than juggling flaming chainsaws blindfolded whilst standing on one leg on a tightrope.The automated phone system is about as much use as a condom machine in the Vatican. "Customer service" had all gone home by 2pm on a Saturday. Yes really - no customer service at all available until Monday.
So, unless you are 100% confident your service will only be problematical Monday to Friday you should probably avoid these amateurs.

I've had a pay monthly sim with TPC for over a year now. Had no issues both within the UK and roaming elsewhere. When contacting customer services they were very friendly and helpful.

I signed up for fibre broadband three weeks ago and have been met with a deafening silence ever since. All attempts to get an update from them, such as an installation date, have been ignored. I have now cancelled my order and gone elsewhere. If this is how they treat a brand new customer, I dread to think how they would respond if there was a problem. Avoid.

I would have given no stars if possible. Expensive and not interested in resolving any issues. Good concept badly executed. Stick with the big boys as at least you know they don't care about you.

I had a 24 month contract with Phone Coop to pay off my Fairphone. After 24 month they still carried on charging me for the phone. I wrote them and they said they will refund the money. Instead of refunding they put me in credit and the sum is less than it should be. I wrote to them again, saying that they haven't refunded me and that they got the amount wrong and that I would like my PAC number because I'm changing providers. They issued my PAC number but still have no refunded the money. Meaning they're happy to pocket the money. It's been a few days now and I still get to reply telling them that the issue is not sorted. Bit rich for a company that tries to sell itself as ethical.

P.S: Not only my money has not been refunded, I just got a bill of £75 from them. I gave them a call and was told there was a mistake and they will cancel the bill and I will be refunded. I asked or a written explanation of this and they said I will receive that in 24h. It's been two days and not only I've received nothing in writing, the whole of £75 has been taken out of my account.

I have had excellent service from this group. Whenever I have had a problem, they have answered quickly and resolved my query.

DIABOLICAL SERVICE

Constant problems with my Business Mobile just stopping working. Phone Co-op blamed my hanset every time even when I pointed out that I had tried the Sim in another handset with no luck.

Not acceptable to have a business mobile just stop working- customers couldn’t call me - when I tried calling myself from another mobile the call just disconnected- it didn’t emend go to my voicemail! I couldn’t call anyone and couldn’t access my voicemail.

Technical /customer services were as much use as a chocolate fire guard!

They then said it could be my SIM. But couldn’t explain why it kept happening every month or 2 months (maybe Phone Co-op) sims have a best before date.

My mobile went down today for a couple of hours then came back on for 5 mins and went down again!! Unbelievable!!

Strangely everyone else’s phones were working (mind you it was every network except Phone Co-op)

Taking my business elsewhere after 3.5 years as Enough is enough

Do not use this company rubbish tryed to switch to the phone co op unlimited broadband from BT on the switch day no line it was dead after a number of emails and phone calls they tried to say the line was at fault I had no problems for 7 months until I trusted the co op I can't wait to go back to BT the co op should stick to what they know best food poor company

I've been using the phone coop for 10 plus years for internet and landline.

The best things about them are very good quality internet with no throttling or meddling, and that they have a dividend and you can invest in them and get money back of your bill.

They don't punish customers who have high use or download games etc, their bandwidth and speeds are consistent throughout they day (at both addresses I've lived in). They don't block international or controversial sites etc as other providers can do.

The price is decent, especially considering the quality.

The customer service is generally fab, with occasional blips because they are a smaller company and so staffing problems/moving offices etc can cause them bigger issues than larger organisations.

I have recently had a few issues not being able to get through to customer service and with harsh treatment for delayed payment which I have been a little disappointed by, however, in the context of 10+ years of superb service, I'm not going anywhere and would still recommend them to anyone!

Great service, courteous, straight forward and a breath of fresh air after the likes of BT. I particularly like the price promise.

Im a Phone co-op mobile customer. Generally no problems with the phone service, but every time I try to contact customer services (maybe once a year) its a nightmare. Always on hold - terrible announcements, then I have to leave a message?
I also spoke to them about moving my broadband and asked about IPv6 availability - First response was that they didnt know what I was talking about, second response was that they had no plans to implement IPv6.Kinda worrying for an ISP.

always amazing customer service, and a great to co-own my phone provider

I've been scammed. There was a fault at the green cabinet. The Phone Coop charged me nearly £155 for the engineer's call out. They claim the engineer failed to report the fault was at the exchange. I was a loyal customer for 6 years. NEVER AGAIN. I will tell everyone I know to never, ever go near this excuse for a so called ethical organisation. I believe they may even have breached their own "ethical policy" in forcing me to pay them a bill I do not owe.
Update: 26 June 2019: POTENTIAL NEW CUSTOMERS BEWARE- the phone co-op are now doing a blanket sweep trying to get rid of all negative reviews by reporting all 1 star reviews citing the reason to trust pilot that they have contacted customers but heard nothing back. Yes, I was contacted HOWEVER I was told to only contact the Phone Coop back if I wanted them to look into my case again. Considering it is now 1 year since I switched away from them and I already went through their lengthy complaints process at the time which was extremely stressful, only to get nowhere, I am writing this update to highlight that in my view this is underhanded practice, on top of the original injustice I suffered at their hands.
I have provided proof that I was a phone coop customer to trust pilot.
UPDATE: 11 July 2019. Within one hour of my review being reinstated having been verified by Trust Pilot I have the Phone Co op messaging me Again regarding my review attempting to get it taken down again.

It's impossible to contact Customer Services via 'phone (they are a 'phone company!); after waiting in a queue I get asked to leave a message and someone will call back - which they don't. Filling the contact form on their website results in an automated acknowledgement but no further action. I have lost access to my online account, but when I did have it it always gave me the wrong account. I have been with the Phone Co-op for 10 months, have been unable to get a statetment, invoice or any record of my 'phone calls from them, and my monthly bill is more than double what I was expecting.

Do not touch this company with a barge-pole, they are absolutely appalling!

Update 16-11-2018:
I have had to contact the company twice since posting the above, to finally get the problem sorted out (it now is); on both occasions I used the form on their website again, and I got a quick response both times. Let's hope this continues if I need to contact them again at any time.