Truespeed Omdömen 

Still no response, close to two weeks without hearing anything from customer service. Was on hold 50 minutes before be cutting off earlier. I wonder if I cancel my DD if they will even realise 🤣

After getting through to Ben, I explained my problems and he guided me through the process with patience and complete professionalism, resolving them in a few minutes.
Thank you, Ben👍

Where do I start!
Can never get hold of them promptly.

Do not reply to emails

still waiting a month on from an 'upgrade' where my landline is still not working and their Mesh network doesn't work at all well in my home

A broken overhead cable repaired 23/09/26, but was told they would call me to book in a new refit...still waiting!

being charged for all the above, and from a date before the 'upgrade' happened!

IF you have a choice, choose someone else

Let me put it this way... what’s happening at this company defies belief. They billed me £75 for the October 1–31 billing period, and then, two days later, another invoice arrived—and here’s the ridiculous part—for £40.06. Then, the first invoice (£75) was debited from my account on October 6th, and two days later, the second one went through—for £49.74, mind you. I’ve been trying to sort out this insane situation for three days; every time, I have to wait 35 minutes just to get through to customer service. When someone finally answers and I explain the problem, they ask me to hold while they consult the finance department (another 15-minute wait). Then they come back and say they can't get through to finance and promise to call me back once they find out why the invoices are so weird. Day one: no callback. So, the next day I do the same thing, and the situation repeats—same problem, no answer from finance. So I try a third time—same story: they can't reach finance and promise to call me back... and guess what? Still no callback. I’ve had enough; in just two days, I’ve paid a total of £124.74... it’s a joke. Customer service is useless, and the finance department is non-existent—how can customer service fail to contact finance for three whole days? It’s absolutely terrible.

Installation by the team of Dave & Liam Williams was completed more than satisfactorily. This was never going to be simple because of the distance of the house from the pavement junction, the size and height of the house, the location of the router (upstairs and opposite side of the house. Despite this the two men completed the job, efficiently and tidily with little fuss but great professionalism. Courteous, understanding and considerate. Two great ambassadors for the company.

Literally doesnt work. I try connecting to it i bought a 600 mbps plan btw and it literally doesnt even get 20

Great company been with for years,great value packages compared to others and customer service that actually help and can get through to quickly ...Only issue was me moving house but after emailing with no joy I contacted and spoke to Matthew who was great and extremely helpful trying to get me a resolve and actually caring about the situation ..so big thumbs up to him for that ...oh and the broadband is insane fast and constant speed no drops !!

Generally, TrueSpeed internet services are pretty good. The speeds are fast (although not as regularly fast as advertised) and short service disruption is frequent. My issue with TrueSpeed is the service. Their contact centre closes at 6pm and earlier on Saturday so it’s no good for those of us who work. Furthermore, getting though is a challenge. On three occasions this week alone I have waited 32, 36 and 55 minutes in call queues only to get through to call handlers who can’t help. I’ve been misled or lied to about service provision and they rarely follow up on their undertakings. You could have course send them an email…… they claim to respond within four days but like their call handlers, this is misleading. To summarise….. when it works, it’s good but when it doesn’t you’re left high and dry.

Adam was very friendly, helpful and efficient - I didn’t feel rushed into anything but our call was over in about 20 mins and I had a new package and a slot booked for a set up! Very pleased with the service so far.

We had some many issues upgrading to fibre with another company due to being in a flat. Truespeed managed to provide us with full fibre 900Mbps on the first visit. Everyone was extremely helpful and kind. Customer support and the engineers Oli and Matt I believe they were called. Highly recommend.

Service on telephone was appalling call took over 30mins and most of that was on hold. Also beware cancellation fees even if they are unable to supply new property when moving. All in all, AVOID if possible...

Been trying to get through to customer service for 3 days and being on hold for over 30 minutes each time have emailed them 3 times and no response on either disgusting service I used to be with county broadband and could easily get through to there customer service wish they had never taken over county broadband because they obviously can't cope with the calls avoid at all costs if you actually need to speak to someone as this company obviously don't

Matthew dealt with my enquiry in a very professional manner and was able to resolve the issue fully. He was both friendly and efficient and an absolute pleasure to deal with. Good customer service is very important and, for me, a very important part of why I use Truespeed as my broadband provider.

Speed has been great but customer service is terrible. I’ve been with truespeed for 4 years. My bill, until last month was £39.00. Last month they increased it to £47.40 with no communication whatsoever. I called them several times but got no answer. Emailed them with no response. Today they have increased it to £75, again with zero communication to tell me it was happening or a reason why. And when I look at their website, the package I am on is £29 a month. Needless to say they have now lost another customer.

Had really nice guy convince me on my door step to switch to true speed sounded very good deal however, later relised we needed a waiver upon installation, was assured would take no longer than 2 weeks 1 month passed heard nothing after countless attempts to get in contact with costumer services first time was extremely rude and told me it could take in his words (forever) to get waiver but he will give me update by the end of day with no email or communication that day, spent whole morning trying to get in contact again to be greeted by another rude call handler which resulted in cancellation, offered no reassurance or any good will just simply Seaid bluntly “ your costumer cancel if you want “ which with that attitude I had no aspirations to continue. was 2 minute phone call absolutely zero costumer care would NOT recommend this provider out of contract bills were paid while waiting also which is why there was urgency to get broadband fitted. Never again!

Corey and Brad what a good team. All installed neet and tidy, everything working fine

I've been a customer for 3 years, but noticed recently that my service seems to be lagging while streaming on demand tv. As I am out of contract, I phoned up to look into the quicker speeds advertised (900mb at £29.00/m was offered to my property on their website). When I phoned up (after 40 minutes on hold) I was told that "I should be happy" with the deal they are offering me, which is for a slower speed at a significantly more expensive price than what is advertised. I've dealt with a lot of broadband company's in my time, BT were bad for putting your prices up but even BT would always put the price back down (or at least offer an upgrade) after a complaint on the phone. Not so with Truespeed. So be warned, the minute your introductory contract is up, you will have to leave to get value for money.

Matthew was absolutely brilliant. Explained everything to me and got me a good package that covers all my needs!
Thank you!

Great service good communication and trustworthy product all round one of the best providers I have been with

Extremely disappointed with Truespeed. I have been a customer since they first came to the Polden Villages, but the way this outage has been handled has been appalling.

We have been without internet since 11:30pm on Friday 2nd October. There is no emergency contact number, I received no response when I tried to contact them on Saturday, and communication throughout has been extremely poor.

On the Truespeed website we were told around 453 customers are affected, yet our village and other affected villages were not even clearly mentioned on the Truespeed website. We then received a text on Saturday afternoon about a road closure, but with no information about where in Somerset this was happening or how it related to the outage.

We are now being told that we may have to wait until at least Tuesday for our service to be restored. That is several days without a service we are paying for, with very little information, urgency or consideration for the customers affected.

After supporting Truespeed since they first arrived in my local village, I am extremely disappointed. This has seriously damaged my confidence in the company, and I suspect I won't be the only customer now considering whether it's time to look elsewhere.

Poor communication, poor customer service and very little sense of urgency. This is not how paying customers should be treated.