We were customers of the Phone Co op for 6 years. Following a fault that an Openreach engineer fixed at our local green cabinet we were left with an intermittent service which dropped out regularly at inconvenient times but the Phone Co op failed to improve the service. So, 4 months after the fault was fixed we switched away to another provider where we enjoyed faster broadband at a cheaper price on a shorter contract. Unfortunately 2 weeks after we switched our final bill from the Phone co op included a £150+ charge we didn't owe for the engineer call out which I failed to get removed via their complaints process. They advertise ethical broadband with fair pricing and no hidden charges. I fail to see what is ethical about their use of the same phone line equipment as Talk Talk and most other providers. Their pricing is pricey. However, they Do employ hidden charges. On the phone they say you will only be charged for an engineer call out if your own equipment is found to be at fault. However you will find that the customer has to pay for engineer call out charge if the customer is found to be not at fault. They don't advertise that. I fail to see what is ethical, fair or not hidden about that.
Right to Reply (RtR) Response by The Phone Coop (DO NOT REMOVE)
Related Rule(s) -
http://www.ispreview.co.uk/rules.shtml#3
Thank you for your feedback, please contact The Phone Co-op directly so they can get back in touch on 01608 434000 or enquiries@thephone.coop.
Time With Provider: 6 Years
Package Name: