pop telecom

joeyjojo9658

joeyjojo9658 wrote: »

I stuck some impressions of my "order progress" (or lack of!) in the article thread before seeing this. I'd link it but the forum won't let me yet, so here it is in full!

My contract ended last July and I forgot to update this thread so here goes.

In brief, I called them (actually, used the webchat as the phone system was broken, typically) in the final month to tell them I'd be moving and to find out more about the 30 day notice period for cancellations. Basically they expect you to contact them 30 days ahead to avoid a £25 cancellation fee, so I did that. I'm not sure of the legality of this but whatever.

After I'd placed my new order they kept billing me monthly for the cancelled service, but I'd cancelled my direct debit so they couldn't get the money. After several months and a couple of payment overdue notices (with big red font and arbitrary penalty charges added on of course) I called them to tell them to stop it. After a few hours I got a call back saying it had been cleared up.

Very glad to see the back of them.

joyce341

Pop telecom tried to charge me a termination fee for another year £785 for a contract that ended last year ,luckily i still had my contract,refuse to give details to pay into a bank or internet banking very wary of giving my details to them for the £50 termination fee, charged me when first went with the for 0845 numbers that were in my package,refunded me then charged for 03 numbers which includes their customer services,when OFFCOM say if 03 numbers should be charged at same rate as 02 & 02 if in your package got a refund from them,a package that was supposed to be £28 a month has never happened the last month with the was £49.90 . Glad to say i have left them

Ipse

There are reasons why you probably haven't heard of companies like POP Telecom. Companies that don't invest in advertising don't have an image to defend. They factor in the material cost of setting up lines as cheaply as possible and manifestly abandon the concept of customer service. Once they've got you, you are no longer a priority, especially if you try to get out, which you probably will.
Here's an advantage of the small print that enslaves customers ... If you get tied into a cheap deal, as I did, it may involve a 2-year contract. If you then move house midway through your contract, as I did twice, you have to move back to the START of the two years again each time you move. I've now been stuck with them for 2.5 years and still can't escape for another full year.
Only this morning I tried phoning just to make sure I don't have to give them up to a year's notice anout leaving - I honestly would not put this past them! - but had to give up after wasting ages trying to get them. After press #5 'Retentions' I was told I was placed 'Number 1 in the queue', only for the line to go dead after waiting 7 minutes. So, I tried again. This time I was 'Number 2' in the queue and after some happy '80s music, the line went dead again on 6 mins 34 secs. This is pretty typical of my experience of POP Telecom over the past 2.5 years. I could talk of the several weeks after my last ,ove that I had to go without a landline because POP Telecom couldn't seem to work out how to liais with BT to get my line active, but I think anyone reading should get the picture.
To be honest, I should have been happy to pay double the tariff to get a provider who cares about customers, but this outfit clearly does not.
My advice? DO NOT TOUCH POP TELECOM WITH A BARGEPOLE !!!
At every point I needed their help, I found them unreachable. They've just wasted another 40 minutes of my time again this morning, and writing this is all I've got to show for it.

klee88

Can anyone tell me what the charges on my bill mean:

Landline assurance and 'CLI PR OR REST OR CALL -RTLRFD'.

I don't know what these are and didn't sign up to them, I had a read through their terms & conditions and couldn't see anything about these charges on there.

This is my 2nd bill as I only joined at the end of November and they are on both bills.

varkanoid

My Father in Law has the same added to his bill. Joined about same time as you. Going to try and find out too.

hopkinsgm

Afraid I can't tell you what you're being charged for, but they charged me for this throughout my contract with them and continued to bill me for same for three months after they eventually cancelled my contract. I say eventually as there was a month or so where they refused to cancel my contract due to my non-payment of some fictional "cancellation admin fee".

Weeirishburd

I am having a nightmare time with Poptelecom. My mum signed up in November for broadband and telephone and they assured her it would be ready for 14 th December. No router and no broadband by that date and it turned out they hadn't even contacted her previous supplier to do a change over. She had no communication but they kept taking money from her bank account. So she tried to get someone to speak to and no one answered phone and emails weren't responded to. They sent her a contract on the 4th Jan and she cancelled on the 5th still no service. So she told them they were in breach of contract and that she was leaving. She has had nothing by harassment for money, she sent a letter about a deadlock letter and nothing. We even sent a letter to the CEO and still nothing. They told her one day she was paid in full and next day she owed £200plus. She has contacted CISAS with a complaint and when she told poptelecom that the situation was in their hands she has received a letter threatening her with court, sheriffs and a bill for £300odd pound. We just don't know what to do. We are in the right we have been told by CAB etc but we aren't getting anywhere. My mum is 79.

klee88

Lauren - Customer Services:
Please could you inform me of the charges you wish to query?
katie:
on this months bill there are: landline assurance and line identification. On previous bills there has been a charge called CLI PR or REST OR CALL - RTLRFD.
Lauren - Customer Services:
I can confirm that these are features that are automatically generated via our system to prevent our customers from incurring high bill charges by barring premium rate numbers and also assurance to cover the majority of an engineer call out fee should an internal fault be found on your line.
katie:
CLI PR or REST OR CALL - RTLRFD and line identification are showing as select services, i havent selected these services and I dont see why i should be paying for them every month
Lauren - Customer Services:
These features can be requested to be removed at any time.
katie:
i want them removed as i dont call premium rate numbers
Lauren - Customer Services:
Not a problem I will remove these today for you.
katie:
ok so they wont be on my next bill?
Lauren - Customer Services:
That's correct. They will no longer appear on your future bills.
katie:
ok but landline assurance has to stay?
Lauren - Customer Services:
It is optional.
katie:
can you remove that aswell then
Lauren - Customer Services:
Of course.
katie:
thank you

---

Spoke to an advisor today on their website as i've just received my bill and a new charge appeared in the place of the CLI one, its called line identification, they are both for the same price so i'm guessing they have just changed the name of it. Apparently all the charges are optional so i've had them removed. They shouldn't have applied them in the first place as I didn't ask for them when I signed up.

Hope this helps

KEBABS

Hi I am looking for some advice. I have been with pop telecom for a few years now and do not wish to renew my contract. its is up on 1st december but apparently I have to pay £50 to leave them??????????? is this Legal?????????? My contract is finished, I have paid for it all upfront and will be giving 30 days notice as required???
it says, "When any service leaves pop telecom for any reason an admin fee is charged and this fee is payable within 7 days. The fees are £25 per line connection and £25 per braodband"

JJ_Egan

Its in the legal terms and conditions you signed up to .