Pop Telecom internet falsely advertised

Yukal

I ordered pop 40 which stated for me that there would be speeds of 80mb with minimum speeds of 67mb, I have screenshot evidence of this attached, I have since found out that now on the website, as they have ammended it and confirmed via telephone that it says they intend only 40mb.

Also they told me the connection was fibre, only later I found in the terms and conditions that they tell me it is not full fibre and I need a phone line, I don't have phone sockets, I had previously told them on the phone that I only had a full fibre connection currently and they said this would be ok and later by email when they sent me further instructions mentioning the phone sockets they said I could use the existing equipment I had when I called back to ask them about it.

I tried to cancel under the fact that the intended speed quoted to me were falsely advertised, they confirmed they only intend to provide 40mb speeds average and they said they would charge me for cancelling, this is a day after the connection date.

I even called them to ask about it before and they assured me I would get the advertised speeds that I was shown.

I ordered service on 19/01/26 and the connection date was meant to be the 3/3/26

Please can you help, how do I get the service charge of £5 refunded, the first month refunded and the contract cancelled without charge?

Woodstok2000

That appears to be an advert, which is helpful but not a slam dunk. What is the speed in your contract terms and conditions?

TadleyBaggie

Surprised if there wasn't some small print saying the speed may be lower if you are not close to the BT box.

iniltous

TBH . If they offer Fibre 40 and presumably Fibre 80 , then the suffix 40 is the speed , so although the advertising is clearly wrong, it’s a mistake, as far as Fibre means fibre to the cab and not fibre to the premises, that’s been allowed since Virgin stated calling their DOCSIS Hybrid cable broadband ‘Fibre’ even though it’s hybrid copper/fibre.

What makes no sense is if the address has full fibre that’s what they use to give you service anyway , they can’t magic the copper FTTC back into use once FTTP is provided , ( that’s assuming you do have full fibre from a network that POP Telecom use presumably Openreach in your case.

if the activation date is 3/3/2026 ,then you should be able to cancel as you are a month away from that , but if you ordered 19th January why the 7 week gap between ordering and service activation ? , and what’s the £5 service charge .

TBH , your choice of provider isn’t a well regarded one , but as fr as cancel without penalty, if it’s in service and it’s only your assumption that you would get 80 and not 40Mb because the advertising is wrong , I reckon they won’t agree it’s reason enough to let you leave with no penalty.

Ectophile

It sounds like they made a mistake. They should allow you to cancel and get a refund of anything you've paid upfront.

Is it an Openreach fibre you have or one of the AltNets? Some companies only use Openreach infrastructure. If Openreach haven't fibred your area yet, then you would only get fibre to the cabinet. And a copper phone line beyond that.

If it is an Openreach fibre, then I'm surprised they would even allow someone to order a non-fibre product.