Pop Telecom MSE deal misleading! NO MOBILE included

omepositer

I opted for the Pop Telecom £33/month deal with an 18 month contract. I used the MSE filter to select "Anytime calls" as that is what I previously had with UWClub which included mobiles.

I've just been called by Pop telecom and been informed that the deal didn't' include mobiles!! I've now got a huge bill and only just started with them on 11th Dec. They waited to call me after the 14 day grace period and now want £500 to cancel the contract or add £10/month extra to add mobile charges!

We opted for anytime calls as we're in one of the few areas with no mobile signal and WiFi calling is unreliable.

I believe this wouldn't have happened if the MSE deal page had been clear about not including mobiles, particularly nowadays when that's what one mostly calls.

Please can someone contact Pop telecom and get someone to see that the contract I have is not what I thought I was signing up for. So far I have got nowhere with them and so cannot recommend them and suggest MSE stop advertising Pop Telecom.

powerful_Rogue

omepositer said:

I opted for the Pop Telecom £33/month deal with an 18 month contract. I used the MSE filter to select "Anytime calls" as that is what I previously had with UWClub which included mobiles.

I've just been called by Pop telecom and been informed that the deal didn't' include mobiles!! I've now got a huge bill and only just started with them on 11th Dec. They waited to call me after the 14 day grace period and now want £500 to cancel the contract or add £10/month extra to add mobile charges!

We opted for anytime calls as we're in one of the few areas with no mobile signal and WiFi calling is unreliable.

I believe this wouldn't have happened if the MSE deal page had been clear about not including mobiles, particularly nowadays when that's what one mostly calls.

Please can someone contact Pop telecom and get someone to see that the contract I have is not what I thought I was signing up for. So far I have got nowhere with them and so cannot recommend them and suggest MSE stop advertising Pop Telecom.

What did the contract say when it was sent to you? Did that say unlimited calls including mobiles?

No-one on MSE is going to contact Pop telecom and take this case on for you.

I've just had a look at the offers and seen this one below on MSE.

When I click on 'Get deal' it takes me to the Pop telecom website where it clearly states that the anytime calls are for 01,02 and 03 numbers.

swingaloo

Everything I can find regarding Pop Telecom are complaints. The reviews are terrible.

born_again

omepositer said:

I opted for the Pop Telecom £33/month deal with an 18 month contract. I used the MSE filter to select "Anytime calls" as that is what I previously had with UWClub which included mobiles.

I've just been called by Pop telecom and been informed that the deal didn't' include mobiles!! I've now got a huge bill and only just started with them on 11th Dec. They waited to call me after the 14 day grace period and now want £500 to cancel the contract or add £10/month extra to add mobile charges!

We opted for anytime calls as we're in one of the few areas with no mobile signal and WiFi calling is unreliable.

I believe this wouldn't have happened if the MSE deal page had been clear about not including mobiles, particularly nowadays when that's what one mostly calls.

Please can someone contact Pop telecom and get someone to see that the contract I have is not what I thought I was signing up for. So far I have got nowhere with them and so cannot recommend them and suggest MSE stop advertising Pop Telecom.

Have you got a link to the deal?

Which level of broadband?

Pop telecom and been informed that the deal didn't' include mobiles

All I can find on MSE is

https://www.poptelecom.co.uk/broadband/superfast-40-plus-anytime-calls-with-moneysupermarket/Moneysupermarket?source=aw&sv1=affiliate&sv_campaign_id=54840&awc=51999_1735642998_1b19ab6099fd938d406c67b9397c21e0

• Anyime Calls to UK 01, 02 & 03 Numbers

Which is pretty clear that it does not include mobiles & this seems std on their deals.

MSE only have limited space in these deals, so you do have to ensure when clicking through the deal does cover what you require.

No one here will contact POP for you (MSE team do not read all posts). & why would they stop offering their deals. Like everything if something is not mentioned, then you need to check that it is covered in your requirements.

swingaloo

Sorry but I think this is a case of not doing enough research. You cannot presume something will be included just because it was with your previous deal.

saajan_12

omepositer said:

I opted for the Pop Telecom £33/month deal with an 18 month contract. I used the MSE filter to select "Anytime calls" as that is what I previously had with UWClub which included mobiles.

Comparison sites and filters are there for your convenience, but its pretty clear that you're buying from POP, so you'd have to check that the terms once you click through to their site are what you wanted.. so the MSE filter is fairly irrelevant and you'd have no comeback against either based on that. 

omepositer said:

I've just been called by Pop telecom and been informed that the deal didn't' include mobiles!! I've now got a huge bill and only just started with them on 11th Dec. They waited to call me after the 14 day grace period and now want £500 to cancel the contract or add £10/month extra to add mobile charges!

Seems odd.. what triggered this call? Was it on the back of a complaint that you were getting charges for calling mobiles? If they called out of the blue then did they know this was a common trick? 

omepositer said:

We opted for anytime calls as we're in one of the few areas with no mobile signal and WiFi calling is unreliable.

I believe this wouldn't have happened if the MSE deal page had been clear about not including mobiles, particularly nowadays when that's what one mostly calls.

Please can someone contact Pop telecom and get someone to see that the contract I have is not what I thought I was signing up for. So far I have got nowhere with them and so cannot recommend them and suggest MSE stop advertising Pop Telecom.

Not necessarily, as by the same logic mostly calls are made from mobiles these days. A landline might be plenty useful for calling companies which will generally be on landlines (albeit may be on freephone or premium rates). By all means feedback to MSE to change the filter options and if enough people agree plus is reasonably easy to code then they might do. Note there can be many combinations phone calls included not just mobiles-or-not and the info may not come from the phone companies in a consistent format for a comparison tool to be able to decipher and then use in the filters while still not getting too crowded. 

pinkshoes

@omepositer you'll need to check what you actually signed up to.

The small print does seem to say 01, 02 and 03 numbers which is other landlines.

I can see why you made this assumption though as it does say Anytime calls and given most people nowadays call mobile phones then you'd assume this would be thr norm.


But... it is in the small print so you're either going to have to politely appeal to their better nature or pay the additional £10 a month which I assume is cheaper than the calls to mobiles that you make??

Marvel1

swingaloo said:

Everything I can find regarding Pop Telecom are complaints. The reviews are terrible.

I'm thinking of joining myself as my current provider is ending next month.

I did read the reviews, but my previous providers all had bad reviews and I had no issues myself - thinking shall I give them a go.


OP: I always assumed anytime calls were always landline related and not mobiles.

omepositer

Thanks for all your replies.

As a newbe (although I have a 10 year badge) I'm not allowed to attach the screenshot of the MSE offer but it was as I stated above.

Yes I can now see the calls don't include mobiles, but, I'm afraid I'm guilty of making the assumption that mobiles would be included with anytime calls and should have checked more closely...a hard lesson and warning to all that my experience is that the are a lot of companies out there who don't care about anything but money and use all sorts of tricks to catch you out! Now being in my 75th year, I find it so hard to do what used to be simple things.... I'm now trying to renew my house insurance and it's draining me!

My point was really around the MSE "?" button next to anytime calls. It could say "mobiles not included"

The deal Filter could also include both with and without mobiles. Both these would be relatively easy to implement.

The main point I'm making is that after talking with them I don't feel they have any "Heart" or flexibility, and would therefore recommend not using Pop Telecom.They just seem to be about finding ways to charge you more rather than looking after our long term customer care. I've now got to stay with them for 18 months and then I'll be leaving!

400ixl

Unfortunately Pop Telecom are a provider that tends to have exclusions or cost add ons which whilst documented are not always as clear as they should be.

They haven't broken any laws, but you do need to read everything closely with them. One Stream is another such ISP that falls into this bracket.

Sorry you found this out to your cost.

powerful_Rogue

omepositer said:

Thanks for all your replies.

As a newbe (although I have a 10 year badge) I'm not allowed to attach the screenshot of the MSE offer but it was as I stated above.

Yes I can now see the calls don't include mobiles, but, I'm afraid I'm guilty of making the assumption that mobiles would be included with anytime calls and should have checked more closely...a hard lesson and warning to all that my experience is that the are a lot of companies out there who don't care about anything but money and use all sorts of tricks to catch you out! Now being in my 75th year, I find it so hard to do what used to be simple things.... I'm now trying to renew my house insurance and it's draining me!

My point was really around the MSE "?" button next to anytime calls. It could say "mobiles not included"

The deal Filter could also include both with and without mobiles. Both these would be relatively easy to implement.

The main point I'm making is that after talking with them I don't feel they have any "Heart" or flexibility, and would therefore recommend not using Pop Telecom.They just seem to be about finding ways to charge you more rather than looking after our long term customer care. I've now got to stay with them for 18 months and then I'll be leaving!

I do think you're being rather harsh on Pop telecom. They make it very clear on their website (which you have to goto from MSE) that mobile numbers are not included.

This is business, no need for heart. You're paying for exactly what you purchased. Had you read the vew few lines of clear text telling you what was included in the monthly price, you would have realised the deal wasn't one for you.

Without wishing to sound harsh, I can't see how any fault lies with MSE/Pop telecom because of your lack of basic research.