Trooli Omdömen 6 357

Subscribed to Trooli fibre broadband today. Mikyle was very good, and provided easy to understand stress free customer service.

We'll see how the installation goes and connection.

Sales side was all good though.

Answered my call quickly and provided clear information in a "language" I could understand. No jargon just very useful information.
I signed up today having been with SKY for 5 years+

Trooli have been friendly, effective and efficient in the migration of my broadband service from my previous, long-standing supplier. Trooli manage the migration in less than a week - my order was placed on Monday, installation and activation took place on Friday. The router provided by Trooli had ATA built in, so I could use my standard DECT phones on a new VOIP service with out the need for an adapter; this VOIP service is supplied by a provider recommended by Trooli.

Having had poor renewal experiences with other providers over the years, it was a delight to discuss and agree my renewal with TROOLI. Sacha dealt with my queries professionally and with humour, she took me through my options and made it very easy to agree to the offer. A big thank you to Sacha !

Trooli abysmal customer service.

I have waited patiently for over 3 years for full fibre in my area. I have registered my interest with Trooli probably a dozen times in that period, such was my eagerness to get full fibre and the Trooli experience.

Three weeks ago I could not get out my driveway due to workers/traffic lights - but the workers said “cheer up mate, it’s full fibre and it’s right outside your house”.

I clicked on the Trooli link and it was now available !
I placed an order for their 2gig service and choose a date about 2 weeks in advance.

I got a confirmation email from Trooli for the install date and confirmation of the direct debit set up.

I then booked the time off work - which for me is no mean feat.

Two days before the install date, I received an email from Trooli to advise that due to an internal error, my install date was not booked and was going to be cancelled / postponed.

I advised that I had booked time off work and moving the install date at such late notice would cause financial loss and inconvenience.

I got another email from the Trooli “onboarding” team to advise that they had discussed the matter and their Field Operations Leader had confirmed that the original date (20th May) would stand.

I thanked them but said I had not received any router / kit. I was told one had been sent out and the tracking showed APC had tried to deliver but as I was not in, it was now held in the APC depot.

Trooli had not advised that anything had been sent - a failure and had sent it signed for, so the courier could not have put it in our parcel box.

I ended up driving for 2hrs that night to APC depot and collected the parcel, to ensure the router was onsite for the next day install.

I checked the router when I got in - it was faulty, the psu socket/lead was broken.

Back onto “onboarding” and I asked them to make sure the engineer had a spare router. Only to be told that they have NO SPARE ROUTERS and each unit MUST be configured. This sounds like a cop-out as I know that routers simply need a user/login for service - the rest is easily configured….

Fast forward to today - the install day - I am sat indoors wondering if they will turn up.

At 4pm I sent an email to onboarding advising nobody had arrived - no reply.

I called their main telephone number - option 1 for onboarding - music for 11mins on hold then “that extension cannot take your call” and I’m cut off.

Repeated twice more.

4th time, I pressed option 5 and spoke to a lady, advised her of my issues and that I had been cut off multiple times. She put me on hold - then said transferring you now - only to get 10 mins of music and cut off again !

I am now waiting for a call back / another install date - the “onboarding” has been more like Water Boarding - pure torture.

The Customer Service before connection has been abysmal.

Before you place an order - ring the main number - press option 1 for onboarding and see for yourself how easy (or not) it may be to resolve issues….

Trooli started off promising, but unfortunately my experience over the couple of months I’ve been with them has been extremely disappointing.

I’ve now experienced multiple outages, including a complete loss of service which is now approaching 48 hours. The latest fault appears to be a fibre/network issue (confirmed by a persistent red Optical light on the ONT), yet communication and urgency from support have been poor throughout.

Whilst I have received text updates regarding engineer attendance, these are repetitive automated messages with no meaningful updates, no explanation of the actual fault, and no realistic timescale for repair.

I first reported the outage at around 6pm, yet the first engineer attendance wasn’t scheduled until lunchtime the following morning, which does not feel like an urgent response for a total loss of service.

The biggest frustration is that support responses often take so long that the service has already come back online by the time anyone replies, meaning recurring issues never seem to get properly investigated or resolved.

I work from home and rely heavily on a stable internet connection for business use, so repeated outages like this have a genuine impact on my ability to work.

When the service works, speeds are good — but reliability, communication and customer support have unfortunately been nowhere near the standard I expected.

Very easy and pleasant customer service. Mercia was first class. Thanks ☺️

The process of ordering and installation was so simple.I have had nothing but trouble previously from BT and Sky.
I was recommended Trooli by a neighbour.I will be recommending Trooli to others.

John and graeme professionalism friendliness and explained things well.

Far too erratic speed. One minute it's fine then just drops out or to very low - around 20Mbs.
So frustrating. No help from their 'helpline'. Just brushed off with 'it's my wiring fault'. And at the last couple of times of trying to make contact recorded voice stated the service was not available!
UPDATE: finally got through and this time the operative was much more helpful. He discovered the dual band was set to manual rather than automatic. He reset it so hopefully this will resolve the situation.
So far, so good.

If I could give zero stars, I would. I've had nothing but problems since the day of installation 2 years ago.
It took several days to connect us to the network and they tried to charge me from day one until I complained, then they took the days off the bill where I had no service (as a good will gesture they said!)
When I tried to use the cooling off period, they said that was from when I signed up, not from installation!!! How can that be acceptable? You haven't tried the service til it's up and running!
Since then we've had endless problems with connectivity and speed. The TV and Sky box are in the same room but loose connection every few minutes meaning we haven't been able to use our streamed services. Sky eventually had to hard wire a Sky router to the Trooli one because the Trooli one is so awful and incompatible with anything.
The speed is nowhere near what Trooli promised at the point of sale. Without an Ethernet connection, the speed even in the same room, let alone upstairs is in single or at best double figures.. they promised 900Mb!
I have complained multiple times and always fobbed off and told everything looks fine with the connection to the house!!! My issue was the connection from the router to the devices in the house. The only way to solve they said was hard wire everything or buy a better package! That is not what was sold so breach of contract. I never received a contract... I had to chase and finally received an updated one (different from when I joined) a year later!
The internet is continually dropping out even when I'm on my own working a few feet away from the router... it's impacted my work as interrupts teams meetings. It's caused a lot of stress. Trooli don't care and do nothing about it.
Finally, now I've reached the end of my contract, I've noticed the engineer who installed the wiring has pulled the wire too tight pulling the fascia away from my house. I've complained about this damage too and requested it be repaired ans per the T&Cs and I've had no reply in 3 weeks. On chasing, I've been told it's Trooli Network not Trooli retail, so they'll respond when they want and are not subject to the ombudsman apparently! Do not use this company... they are appalling!

Speedy and efficient call to Amy. New contract agreed after being with Trooli for many years. Any problems I have had with connection in the past have been resolved quickly.

Babs Pearce

Poor connection uptime. USwitch advertised trooli as boasting a 99.99% uptime, in my experience this isn't true. We get regular dropped connections (~weekly), trooli have sent an engineer previously, but we still get drops. If you work from home i couldn't possibly recommend Trooli.

The most recent drop affected our whole area, i called them at ~4pm to notify, they text me the following day to say an engineer had been called, he got there at 11am (roughly 19 hours after being notified...). At 6pm i get a text to say they've gone home and will continue the repair tomorrow!! They clearly dont have the infrastructure or arent willing to pay engineers/contractors to deal with problems, not keeping engineers on call for serious outages... wild way to run a business.

Samantha in accounts you are a star .Thansk for explaining clearly everything for me, thank you.
John

I had my broadband installed on Friday and Saturday it stopped working. I sent them an email later on Saturday and on Sunday morning I had a very professional agent phone me and remotely sorted it for me. It was a mistake I had made. But treated with respect. I think her name was Zana. I may be mistaken. But great aftercare service

Can never get thru. When I have there aklamio company that should be paying my end of contract haven’t paid still! This is 3 months! Plusnet have now sent a financial company to get the remaining bill paid and put extra on top! I have sent my final bill but apparently wasn’t good enough? Then got Plusnet to send an email with all the details! Apparently this too isn’t good enough. Can’t talk to aklamio only a chat bot! So angry and skint

Aphiwe was so helpful in assisting me to finally and properly set up my 3 boosters (after over a year) which had frequently been dropping my WiFi signal thoughout my rather large property. Fingers crossed I will now have a stable connection from my router. Thank you Aphiwe.

Very good costumer service. They managed to sort our problem remotely and to get us internet back in less than an hour.

Connor wise was very helpful about the forthcoming connection using Fibre and losing the copper wire connection! Unfortunately I will have to lose my landline connection so I hope that I can still make
an emergency call using my iPhone if and when the broadband connection disconnects?

Phoned up the help desk yesterday as the speed was has been fluctuating drastically and the latency was off the chart. Got a technical advisor from the south Africa call centre that sounded like they really didn't want to be there! Tried to explain the problem and all they was just read from a script... totally useless.hung up got another so called technical advisor. Explained the situation again. Same thing! Clueless. I suggested about resetting the line from their end and got the reply ' can I do that?' . Nope! Im out. Call to cancellation team it is then. Top tip to trooli.. bring back your techs to uk 🇬🇧 they were sooo gd they used to talk you through the problem and stay on the the line until it was sorted.