Truespeed Omdömen 

Mathew the person who dealt with my enquiry was very good he explained the process of installing fibre to my home very clearly and answered all my questions.

Adam at Truespeed was very helpful, he was able to answer all my questions and sort out my new broadband contract.

I've just moved from Squirrel broadband to Truespeed Broadband as my current contract is coming to an end. I arranged the new contract by telephone with their agent, Adam, who was very personable and extremely helpful. The actual switchover doesn't happen until 26th November so I can't comment on the quality of the broadband service as yet, although the reviews are excellent. So far so good

Matthew was extremely helpful and knowledgeable around the switching service and the products. Thank you for making the process easier for me.

Matthew Vailes was polite, efficient and very helpful.
His knowledge was apparent And easily explained the processes.
Excellent service.

What has happened to TrueSpeed? I have changed my broadband provider to TrueSpeed based on positive reviews and my friends' experience but it seems something went downhill in the company.

Installation happened on agreed date and was ok but reaching customer service is nearly impossible. They were supposed to credit my account which didn't happen and getting response from their customer service takes forever. Waiting on the phone for 40+ minutes and no replies to emails at all.

EDIT: I have changed rating from 1 star to 3 as I have managed to reach customer support via the phone today (waited about 10 minutes). Ben was helpful, friendly and apologised for previous delays. And my issue is hopefully resolved now.

I have been with Truespeed for four years. At the start they were excellent with good prices and customer service but over the years they have gone downhill rapidly. Their pricing has become very uncompetitive and their customer service is getting worse by the week. I have now waited for three weeks for an email response. Although my current package is adequate the speeds are a very long way from what I’m paying for. I am now thinking of going back to Virgin, something I never thought I would do four years ago.

Adam was very helpful in making sure I was getting the right package. Took the time to make sure all of my details were correct also.

A relocation to the area required a new Broadband provider. Truespeed were the only providers to offer a high speed Internet connection.

Since the installation, I have been very pleased with the stability and reliability of the connection as well as my communication with Customer Services!

A highly recommended provider!

Matthew was very persistent in helping us get connected. Thanks!

I have read your reviews of this company but sadly my experience was a very long way off the average 4 star review you are showing. I booked an installation for beginning of August 2026. I accept that our installation wasn't straight forward as the current cable comes in overhead through several trees and the engineers were concerned that the fibre cable would not be strong enough for this route. Rather than discussing the alternatives the company simply arranged new installation appointments which they failed to turn up to three times and customer service were unable to provide any help at all when i rang. I repeated requested to speak with the installation manager and was continually fobbed off with various excuses. I asked for compensation for all the missed appointments and addition costs I incurred with our existing supplier but nothing yet. i was treated with disdain throughout andI now believe the company did not want to incur the cost and were simply waiting for me to give up and cancel the installation which I eventually did. Since then I have tried to contact the company on two further occcasions but they continually fail to respond to me. Maybe they are OK when everything goes well but they dont treat their customers very well when the installation is not straightfoward.

**Title: Extremely disappointing experience – delayed installation and terrible customer support**

My experience with TrueSpeed has been extremely disappointing, especially as a new customer.

I placed my broadband order in July 2026 and clearly informed the sales team that my existing Virgin Media contract was due for renewal on 22 October. I specifically asked for the TrueSpeed installation to be completed before that date to ensure a smooth switch and avoid additional charges from my existing provider.

Despite placing my order months in advance and following up with the team, my installation still had not been completed as the deadline approached. I even contacted TrueSpeed to discuss the switching process, but I was left without a confirmed installation date.

As a result, I am now facing a **£75 Virgin Media bill instead of my usual £36**, simply because I have had to continue with my existing provider while waiting for TrueSpeed to install the service.

To make matters worse, I tried calling TrueSpeed's customer care team and waited on hold for over **30 minutes without anyone answering**. This is incredibly frustrating, particularly when you are a new customer trying to resolve a problem that could have been avoided with better planning and communication.

I chose TrueSpeed expecting reliable service and professional customer support. Instead, I have experienced delays, unexpected costs, and difficulty getting assistance.

I am now seriously considering cancelling my order and switching to another provider. I would still consider proceeding if TrueSpeed can resolve the issue promptly, but this initial experience has seriously undermined my confidence in the company.

**My advice to prospective customers:** Make sure you get a confirmed installation date in writing and allow sufficient time for the switch from your existing provider. Based on my experience so far, I would not recommend placing your trust in the process without clear confirmation.

I hope TrueSpeed takes this feedback seriously and improves both its installation coordination and customer support.

I spoke with Lee Gates-Deville today as I'm moving house, he booked in the new property to be connected and set up a new tariff for us. Very quick and easy.
Thank you!

Matthew was truly excellent, calm and patient. Moving providers is a big change which I'm sure will go well and is long over due.

I have got tired of begging Virgin Media for a better deal £170/200 is a crazy amount for them to expect people to pay.

Optimistic that Truespeed will be a good move.

Very considerate when working in our home. Fast and efficient.

BEWARE! This company is only interested in getting you signed up to take your money. As soon as there is any problem they are not interested. I came to the end of my contract which then became a rolling contract with a 25% increase. I tried contacting them to discuss it but no response by phone or email. I found another provider Olilo (good price and good reviews) and they answer me, normally straight away, or at most within a couple of minutes. So I joined them. Suddenly I get emails from Truespeed telling me what a mistake I am making and was invited by email to ring them to discuss but they don't answer. You cannot get hold of them on the phone (I gave up waiting after 30 minutes). Reading reviews on here it was obviously pointless trying too many times to call. I gave up after 3 attempts. Try contacting them via email they tell you it takes 4 to 5 working days to answer! Should you be lucky to get a reply several days later and you respond you get no other replies. Even though Ofcoms "One touch switch " was used to change suppliers Truespeed kept billing me. As they won't communicate with you I had to use my bank to stop them.
Avoid!

Had a very helpful chat with Lee Gates-Deville. He answered all my questions, even the (probably) daft ones. Very polite and courteous. Thanks Lee.

Been calling customer service everyday for 6 days, emailed 4 times with no response.

Landline is not diverting calls having had a step by step plan to ensure this would happen.
Its a business line and urgently need sorting, 2 hours in que and no one answers.
VERY FRUSTRATING

"Rergarding switching to Truespeed from BT".
I spoke to Mathew who gave me clear precise information and possible future process instructions.
Thank you

As an older person I spoke to Matthew at truespeed & he was very efficient at satisfying my requirements & making the transition from old supplier to Truespeed as simple as possible, well done.