Anyone have experience of TPO?

mchale

Paulscarbs wrote: »

My experience of TPO is OK but I can quite understand why nhatchett1951 would leave TPO.

Customer service respond but are sometimes unable to answer all the queries due to them not owning the cell network they use (Three).

When asking about why I could not withhold my number when making a call they directed me to a problem with my device. After a very simple SIM swap, using an ASDA SIM, I ascertained the issue was with TPO. However, they failed to acknowledge this - and perhaps didn't understand the issue either!

As you have told us all in 7 other post's.

pmduk

Paulscarbs wrote: »

Customer service may respond but are sometimes unable to answer all the queries due to them not owning the cell network they use - and perhaps not understanding the business they are in!

That just isn't the case, an MVNO has no problems in getting information about the host network. I've worked for one, we were told of issues at the same time as the host's customer service staff.

pmduk

His explanation is rubbish in all of his spammed posts.

Paulscarbs

I feel others need to be aware of any issue they may encounter. I admit, perhaps it may have been better to have started a new post rather than repeating myself. Will do that.

PMDUK Do you mean you don't understand what I have written?

pmduk

I mean your description of MVNO's not being able to explain issues is rubbish. Sky Mobile, Virgin, iD and most others can usually do it, as I explained in one of your very many duplicated posts.

jdm1980

Has anyone had any difficulties contacting these of late? We are having an absolute nightmare. My OH recently bought a new phone so had to contact them to get a nano SIM card. When they hadn't sent the SIM requested or even acknowledged the request, we actually found a better deal but the problem is now that we cannot get them to supply a PAC code so that she can keep her old number.

We have followed the instructions on the website and asked for someone to contact her. Being an "internet-based" company the website drives you to do that but there are phone numbers buried in the website but even when calling them, all it does is direct you to the website. They're not replying to any messages on social media (they appeared to have given up on updating on there in a few months now.

We have gone through the motions of following the "complaints procedure" and needless to say the Ombudsman refuse to show any interest until TPO have been given the 8 weeks to resolve the issue. Needless to say, we don't want to be carrying on like this for another 6 weeks before someone will even start to go about addressing the issue. All this for a straightforward PAC code! Any helpful advice would be greatly appreciated!

pmduk

Their customer service has always been shoddy. Unfortunately, there is no way of short-circuiting the complaints process without the network's involvement.

You might try calling Ofcom and seeing if they're interested in the fact that TPO are in breach of clause 18 of Ofcom's General conditions by not providing a PAC upon request. Ofcom don't usually take complaints from the public, but I know they're usually pretty hot on PACs.

jdm1980

Thanks for the advice.

While their customer service had never been what I'd consider award-winning, at least they would get back to you. However, they eventually did provide a PAC yesterday. I suspect that despite the Ombudsman's assertions they would not be able to intervene that they may well have given them a nudge.

Thanks again.

pmduk

Tbh, My feeling is they haven't long to last, their share-price is practically worthless and their services are tottering along.