Truespeed Reviews 

The broadband speed is good, when it works…..that’s why I’ve given two stars.
If something goes wrong or doesn’t work, this is where you encounter a problem. I’ve phoned 3 times, currently on my fourth that’s why I’m writing this review, out of frustration. Now been waiting 58 minutes for an answer, previous calls were over an hour long. All I need to know is when the agreed reinstall of the cable is going to be, I can’t trust what the agent says on the phone so chasing it up again. This is the standard of customer service you’d expect from the 90’s, not 2026!

After 2 hrs 17 minutes of waiting for someone to speak to, 6 pm came and now the office closed. Ironically, before I phoned Truespeed I was on the phone to Sky (my previous provider) the broadband went down during the call (WiFi call) which ended the call. It took me all of 4-5 minutes to get to speak to someone at Sky!!!

Cannot judge how good the customer service is - as soon as you get through to a support assistant they hang up without even saying a word! Our speed is a fraction of what we are paying for so I was hoping to talk to someone about that.

Donna Dixon was truly outstanding 👏 sorted out my issue no problem and gave me a great deal. Well worth the wait on the phone 👍🏻

After 8 years with Truespeed and the person who first enquired about bringing it to this village and helping them get the 30 customers they needed to start , what was brilliant first about 6 of those years. It now, to call them you need to brr er on the phone queue first over an hour at least , and then you’ll be lucky to get an answer. No replies to emails or messenger. And my speed which is meant to be 600mbps is now 119 while paying for 600.
They treat new customers signing up for 2 years to £20 per month for the same but not loyal customers and if they get anywhere near what they’re paying for I’d be shocked. The invoices they send now sound like a threatening letter , mensioned by others in the Truespeed Facebook group.
If they upped the customer service by actually replying , and did something about the terrible speeds 1/6th of what you pay for and treated us like real loyal people I’d stay.
Avoid at all costs
A once loyal customer , obviously customer service means zilch
I spent 8 hours queuing on the phone , that’s 8 hours of my life
After I decided to try something else they contacted me with we’d like you to stay. I replied and I doubt they even read it.
This is how companies fail

Recently signed up for service but wanted to change my package before the installation and go live date.
Emailed to get a automated reply but no direct response to my request received.
Tried calling Customer Services and gave up waiting or was cut off after over 30mins.
Come on Truespeed you came on the market in a flash of pink promising so much. Please let's not go back to the bad old days of Sky and Virgin Media with poor customer service.

Have been with truspeed for 3 years now. The price has increased slowly with time (just by £2 a month this year), but the service is still very good. My renewal call this year took all of 4 minutes and I wasn't upsold or hassled (I spoke to Jai who was great). I've had really good customer service from both the installers and the people on the phone. Service has dropped once in 3 years, and only for a few hours - I wish their outage page was better, but oh well.

Ben on their service desk was really helpful and sorted out my problem in minutes

20 minute wait for customer service, no 'I'll call you back' facility. We were migrated to Truespeed when County Broadband bought into their business. Weaker modem, huge deterioration in basic customer care,

I had setup a new account for MILon a Saturday afternoon, she had Talktalk on a 6mbs connection.
I had completed the account transfer application and, as i was about to leave, MIL handed me a card with a new customer offer!!!
Great, i thought, now I’ve to cancel this contract and setup all over again. I rang truespeed at Bath and was connected to Lee Gates-Deville.
He was absolutely superb. We converted the new account i had setup to the intro offer one, and extended it to a two year contract. It was a great experience not only dealing with local customer support, but a really superbly helpful support member. Everything was sorted within five minutes, Lee accepted i was MIL’s representative as it was setup using my email, as MIL doesn't do email and i had all the relevant information of the original setup.
A great person to desl with and a great company as well. I have been with Truespeed for four years and never once had any complaint of any sort. Such a friendly company to deal with and great broadband to boot.

Shockingly poor customer service and poor WiFi coverage.
(Previously county broadband which was just as bad)

Currently trying to get in contact with the customer service desk - over 40 minutes on hold and still not through to someone. Sent an email and the automated response says to expect a response in 4 business days.

One payment missed two weeks ago (we did not realise and there were sufficient funds so no idea why this was not taken) and we receive an email our WiFi is suspended! Bonkers approach. Creating customer dissatisfaction and avoidable contact!

Rather difficult to resolve when we cannot get in touch with anyone!

Would not recommend at all. Let's hope rural services improve as perhaps if there were competition this company may actually operate honestly, fairly and provide at least some customer service!

Edit: Have since tried 3 more times (including the 'I want to leave' option) and still no answer. Each time I have waited for over 30 mins.
Starlink here we come!

Edit: since migrating to TrueSpeed without being informed it appears we have no online portal either and no account! So can’t even set one uo! Not sure how on earth to make contact?! I have wasted so much time!

Edit 4.11 what a pathetic response and totally compounds the shocking customer service. Perhaps the response should be to have some one reach out to discuss. Still no answer on the phone and still no email response. I’m sure the ombudsman would be interested in this and the other similar reviews. A cursory apology does not resolve the situation nor make for any CX whatsoever!

false promises of manager will call you within 48 hrs have not had active incall line since contract started in july time passed to port my old number now lost also told calls to customer services were free but just recieved a bill for 9 calls to customer services totaling £25.87 just for waiting hung up several times quicker responce from Indian call centres do not bother with them perhaps turning up at Pinesgate in person might be woth a risk

Edit after reply: It is interesting to see the reply. Several platitudes but no attempt at all to resolve the issue, not even a path to resolution. I tried again to contact customer service but had to give up after another 30 minutes on hold.

Original review: I had a query because my monthly call log was blank and yet there was an amount to pay on the statement. Both were sent on a 'no reply' email. In any case my previous attempts at solving a different problem via email never received a substantive reply. I attempted to call customer service and was on hold for 55 minutes before I had to give up. A second attempt also failed. So I am going to have to pay a direct debit when my record is blank. Unfortunately I have just signed up for another eighteen months or I certainly would have changed supplier.

This is an email I sent also tried calling and social media
Account [AC63510/ BA35LN]

Hi Truespeed Team,
My contract is ending shortly and I wanted to discuss my renewal. I just attempted to call your customer service line but had to hang up after waiting on hold for 1 hour and 30 minutes, which is incredibly disappointing.
I see on your website that you are currently running an "Any speed for £20 a month" promotion for new customers. I am currently on your 300 Mbps package.
I would love to remain a Truespeed customer and sign a new 24-month contract today, but only if you can match this promotional rate of £20 a month for my line (or upgrade me to the 900 Mbps tier for the same £20 promo price as advertised).
Please contact me by email or reply to this message to confirm if you can apply this loyalty rate to my account. If you cannot match your own public promotion to keep an existing customer, please treat this message as the beginning of my 30 days' notice to cancel so I can switch to a competitor.

Literally can not get through to anyone, moving home and trying to sort WiFi is near impossible. +10 calls with the longest one over an hour before giving up. Do not respond to emails either. AVOID

I switched after a huge price hike by Sky. We were hoping for a faster speed and better customer service. The local customer service is good but I can never get through. Last week we lost our connection for an hour or so. I have a son with SEN and he relies on his iPad and internet connection. After rebooting several times I tried to call and was in a queue for a an hour. I gave up. They need a queuing system which offers to call you back. There was a live feed saying there were connection issues in a village fairly close by but not in our village. We were only notified after the event. Also I have tried to get through to find out why our speeds are not what I expected and still had to wait over an hour to be connected. We signed up 3 months ago for 150gbps for £25 a month for 2 years. But in reality with wireless devices we only get 80gbps at best. Our TV loses connection nearly every week. Previously, It was hard wired to the sky router but the router had to be moved for full fibre connection so it's now a wireless connection to the TV but its opposite & only 2 meters away. When I eventually got through to Truespeed they said we would only get 150 at the router and only devices hard wired to the router. Wifi loses almost 50%. I didn't know this was the case and none of the marketing explains this. We also have a mesh deco system throughout the house. But only get 70/80 at best. So I showed them the offer of 300 for £24 and said, since we are not getting the speeds supposedly "guaranteed" they should put us on the £24 deal to get 300. They said we were fixed until June 28. This is ridiculous. You would think they would want to keep customers satisfied. I've also emailed all this but had no reply. The TV is the main issue at it just drops out and this "triggers" my SEN son. I asked how much to go up to 300mbps hoping then we'd get the 150 (if around 50% is lost through wi-fi) but Truespeed said the cost would be around £55 a month! I notice new customers are currently being offered £20 a month for 300!! It can be done. They could just give us the extra speed as a gesture of good will. Here's hoping! We are effectively a new customer!

Great team of guys, very helpful and trustworthy who just cracked on with the job and got it sort without issue, a pleasure to deal with

Poor customer service, 45 minute wait on the phone before I could speak to someone. I had tried calling on two other days but gave up waiting at 30 minutes both times.

Internet service provided is generally good and reliable, you are meant to be informed by text if they experience technical issues or have planned outages (these don’t happen anymore). Recently wanted to renew as they do not look after their existing customers unless you have a moan, new customers £20, customer of 5 years £55 and “we can offer you a deal of £42” what? Finally managed to get it down to £32 but it’s extremely poor. Asked for a new router so I could upgrade to a Linksys system for mesh compatibility in the future, I stated I was happy to pay, they offered for free which I thought was nice (and made up the 2 hours of phone hold over various calls, longest being 1 hour before I got through), they sent their standard one which is of no benefit. Have contacted via email to explain and offer this one to be returned and yet to receive a response to this or the previous email about renewing over a week ago. Customer agent was helpful but needed approval from a manager for an requests (more holding)

I’ve had queries and a couple of issues over the years and you WERE great.

I really want to support Truespeed and sing it’s praises but I just can’t do that at the moment. Put customer agents back behind the phones (enough to support the size of your network). This used to be a great local firm but growth is poisoning it. Please prove me wrong…

Tried calling customer Service five times yesterday to report loss of connection. Each time holding on for between 10 to 20 minutes without ever getting to speak to them. Tried again today held on for 26 minutes still no answer.
This company used to be so much better than this!! Not sure what has gone wrong, but currently would suggest avoiding if you can.

Internet is great, no issues with that at all! customer service could not be worse!! Absolutely unacceptable!
Trying to renew my contract and have spent over 8hrs over three days on the phone listening to the same song over and over.
Today decided to try a different option and pressed 2 for new customers and within two minutes they had answered.
This is not good enough especially as I was then told I had to speak to the renewal team and they could not transfer me.
My contract runs out today so I am now going to be charged rolling rated because of their inability to run a company properly.
They have no app, no customer portal (appart from for payment) and no way of renewing online.
Their whole business model is centered attracting new customers with special treatment and special offers (the same package they charge me £50 for they are selling for £20)
While completely neglecting the customers that have been with them for years!!
I will be looking at other options in my area.
If I charged them by the hour for my time in the phone I would have three months of free internet. Not impressed at all.