Truespeed Omdömen 

Failed to answer telephone calls to enquire about a contract with this company, 5 attempts and waiting more than 20 minutes on each call before giving up. Failed to answer emails asking for contract update. My contract was not with this company, it was switched on me by County Broadband. Truespeed are now looking to charge me £538 for switching to another provider. I want to close my contract with them. I also want to dispute their severance fee, however no-one will talk to me or answer my e-mails.
It feels like they've taken over County Broadband customers whilst not having the resources to support this extra workload.
Do not use if you expect any form of customer service.

Earlier today I spoke with Matthew Vailes about setting up broadband in a new home we are going to be moving to in next couple of weeks. He was very friendly and helpful.

My call was answered very quickly and by a real person - Adam Bigwood
He was very patient, helpful and supportive and took me carefully through the options. He answered my questions kindly and sympathetically and didn’t make me feel uncomfortable at my lack of knowledge!

Adam was super helpful in getting our business up and running.

Good technical service, but diabolical if you want to make any changes to your account or speak to customer service about anything. They ignore all emails and their customer 'service' or cancellation lines seem to have an infinitely long cue.

Spoke to Adam today who was so helpful. It wasn't an honour long phone call like you usually have to do. Install date sorted, cancellation dealt with by true speed. So easy saves a massive headache! Happy days

I heard they were helpful. They were very helpful. I would 100% recommend.

Been booked in for install for 10 days
Date of install no one turns up, no phone call / email nothing after ringing now being told 8 weeks to install

Unbelievable

The initial wait time on the phone was quite long, however Dan and Matthew made it worth the wait.

Dan took the details, and got Matthew (sales) to call me back within half an hour. Matthew was very knowledgeable and explained the pros, cons and process very succintly. Looking forward to becoming a customer!

However 14 days later I am cancelling my order having sat on the phone trying to contact customer service and finally ringing to cancel my order and waited 20 minutes. looking online it looks like they have expanded too quickly and are paying the price in inadequate customer response. Will most likely remain with Vodafone.
Adam was friendly and efficient. The process of changing broadband supplier was surprisingly easy and we look forward to the switch over.

I spoke to Matthew who was very helpful and kind, answered my questions in a straightforward manner. I felt confident to take out a contract for Truespeed broadband which should greatly improve my painfully slow current service. Having him manage the transition is extremely welcome.

The initial installation was smooth and connection reliability has 'generally' been pretty good and rarely had outages – BUT... when now we do have an issue with our equipment, trying to contact anyone in support is practically impossible.

Kept on hold for hours, emails unanswered (their website says emails can take FOUR DAYS to be responded to, which if you have an issue is pretty unacceptable) – when you pay so much money per month, this is a bit of a joke. 48 hours after the fault occurred, we've still not even got hold of anyone.

If you provide (and charge for) a service used around the clock, the support needs to reflect that. Not good enough really. I think as soon as I'm back up and running I'll be moving providers.

After initially signing up on the 6th of September, I was given an install date of the 28th. They failed to show up. I called a few times (it takes 40+ minutes on hold to get through), each time they told me they would check with the install team and get back to me with a new date. Weeks go by without response. I email suggesting that we just forget the contract unless they can give me an install date. I received a call today from 01376 562002 who informed me that I was the reason for missing the first installation on the 28th, despite being at home all day. They then offered a date after the 26th October - 50 days after initially signing up.

Since County Broadband merged with Truespeed, our experience has been extremely disappointing.

We received a payment notification advising that an invoice was attached, but no invoice was included. As there is no customer portal available to access invoices, I emailed customer services over a week ago requesting a copy and received no response.

I then spent around an hour on hold trying to speak to someone. After calling again the following day and waiting a further 30 minutes, I finally got through to an advisor. Unfortunately, the advisor was unhelpful and refused to provide a copy of the invoice, stating that only the account holder could receive it. When I explained that I had access to the email address linked to the account and that there is no customer portal available to verify who the account holder is, no practical solution was offered.

For such a simple request, I have encountered unanswered emails, excessive waiting times, and poor customer service. Customers should not have to spend hours chasing a copy invoice.

Very disappointing experience and a significant decline in service.

Great experience dealing with Adam who helped us get Truespeed set up at our new house! Went out of his way to help when there was a delay to make sure our wifi was booked to be installed swiftly afterwards. Many thanks!

Was a great local provider with excellent support. Now I am hold for over 40 minutes each time I call and the price has ramped up to over 60 a month. A real shame.

Fantastic experience from the installers. It's fine when everything goes to plan but you really see what service is like when it doesn't go to plan! On the install day they couldn't access the existing ducting to the house (a porch has been build over it, not their fault). Rather than logging a job which would take a couple of weeks to reschedule they called a local engineer who squeezed us in first thing the very next day to run new ducting then the installers were back the next day - which was the weekend. If they hadn't rushed it through we'd have been stuck renewing with our old provider which we REALLY didn't want to do.

Huge shout out to Dave Williams, Liam Williams & Dean Saunders in North Somerset. Really went above and beyond.

I've paid for a new router and mesh network, however, they haven't registered it on their system so I can't use it. I've been on hold for almost an hour. Their customer service is abysmal.

Customer service is non existent. 4 emails sent after trying to charge me £25 per month instead of £20 within an hour of installation. New provider after days of waiting for them to reply to my complaints. I was even meant to have 2 months free! I should have looked into these people a bit more before letting them try and rip me off.

Don’t waste your time 👋goodbye truespeed it was lucky you showed me how unresponsive you are nice and early. I was expecting more.

Ive been a truespeed customer for around three years now and the speed , ping and reliability is first class. I telephoned today to talk about a contract renewal with Rio and she went out of her way to help me and was kind, considerate and professional throughout.