"The worst company I have ever dealt with"

UPDATE: My issues have finally been solved, so thank you to James and Vernon at Toople for being in touch and keeping an eye on my case. I am grateful that I was finally heard, but will not return to Toople. Bad customer service is frightening to the customer and should be the first thing a company makes sure they have in place. 23/06/2020

My second review in the last few months. Toople is the only company I have had to deal with that seems to get away with murder. The customer service is untrained. There is - apparently - no manager whom you could speak to. Nobody resonds to emails. No confirmations are sent out for cancelation requests etc. In the end you find yourself without written proof of ANYTHING. You speak to one person on the phone who promises to sort your problem, then nothing comes from it. You speak to the next person, same again. I spoke to customer services end of February 2020 to confirm me leaving Toople. I was told, yes, that is fine, you are within the cancelation period. Beginning of March your contract with us will be stopped. No written confirmation. John Lewis is my new provider and they had to 'wrestle' Topple to release the phoneline as Toople was blocking it. Unbelievable. For two months I did not hear from Topple, what a relief. Then, oh surprise, an invoice arrives today. I do owe them money, apparently. IF YOU ARE CONSIDERING JOINING TOOPLE - DON'T. You might as well sign your soul over to the devil himself, as this company will hold you financial hostage and do whatever they please. How they can get away with it in the UK....
I repeat:
-Staff are untrained and nobody knows what the other person does
-It is impossible to speak to a manager. I was told that staff had no way of contacting a manager.
-Toople will give you no written facsimile of any queries you open. You ring, they promise help, then nothing. Which leaves you in the most vulnerable position.
-On top of that: the invoice asks you to email the email address displayed at the bottom of the letter if you have any problems. Fine. I try it. Guess what? Email bounces back, because the domain toople.co.uk cannot be found.
A company run by crooks. BEWARE!!!!!!

"Do not ever use this Company"

Do not ever use this Company. There an absolute joke. Stay well away. Been waiting to go live. Was due to go live today 22nd May 2020. Only to be told my account has been cancelled.

Please if you don’t like stress. Stay well away.

"I totally would not recommend Toople at…"

I totally would not recommend Toople at all. I did at the beginning but not now!! Support you can rely on it says on your website ....... yeah right!! I have had to phone you serval times to try and get a replacement handset to be told the ticket has been escalated, someone will call you today or tomorrow and guess what NO ONE DOES! and when I ask to speak to a manger there is no one able to help!! PLUS our connection keeps going down with the red flashing light coming on, on the router every few days!! I for one can not wait to end my contract with you!!!!!!

"TOOPLE Lockdown offer, not what it seems, shop around for better prices."

Lockdown
Toople! Not a WiFi provider I will be dealing with again.
After receiving an email to offer “How Can We Help”
This is how the email reads below...........
PAYMENT HOLIDAY IF YOU NEED IT
We appreciate that some of our customers may find it difficult to continue meeting the cost of our broadband and other services at this time. We are therefore able to offer a payment holiday of up to 3 months to help you through this crisis. All we ask is that your account is currently up to date.
Now, I’m reading this and thinking to myself, hats off to them so as my business is closed with the lockdown situation I though I’d get in touch to ask for a payment holiday.
———————————————————————————————————-
DONT BE FOOLED: There is no holiday as the email appears, any holiday payment is spread over the future costs of monthly invoices.
Annoyed as I was I then started looking for a better deal which I found many providers who are offering the same and some, much better prices.
MY ADVICE IS TO SHOP AROUND FOR BETTER PRICES.
I have now cancelled my service giving the standard 30 days notice by email, tried getting in touch with Toople by phone and it’s a total waste of time, I’ve tried so many times over the last few days and finally gave up.
SHOP AROUND IS MY ADVICE, MANY BETTER OFFERS OUT THERE.
A. Clark
Café42

"When I switched to toople I was told…"

When I switched to toople I was told there’s no charge for switching but got billed £29 for set up and £9.99 for the router postage the price quoted was £28.99 for fiber but now it’s £9.99 plus line rental. What kind of clowns are these people. Don’t even think about switching to them

"After their billing problem no invoice…"

After their billing problem no invoice for March, which I had to call, and pay, I have paid April and now it shows combined march and April as unpaid they have now added another amount from out of nowhere. I have called multiple times and it still is not resolved. Getting really annoyed.

Update 20/4/2020
have now wasted another 30 plus minutes today trying to get to the bottom of your mess up with my billing for March and April,firstly March I never got a invoice, after calling to pay, as it wasn't showing on your payment portal. The next day I had a invoice with your portal saying we owed for march and April I called and was told it will correct once I pay April, I called again a few days later to pay April, it still is showing as unpaid and the day after paying April I get another unpaid invoice on your website saying we now owe £5.59, after being on hold for 30 odd minutes I'm then told, "we have changed how we are billing you, why would you change how you are billing people when you have messed up Peoples billing the month before, times are difficult enough without you causing more problems for people to have to waste time getting to the bottom of your changes that you never notified people about.

I would also like to complain about Liza Thompson who never bothered to get back to me, as well as the others who never got back to me either.
No one has responded to my support tickets either,
I certainly will be looking elsewhere when our contract is up in the future.
Still showing on their website as unpaid FFS get your act together
22/4/2020
And so it goes on, today told it's all sorted to then get a direct debit mandate 2 hours after being told that it's cancelled.
Another phone call and who knows where I stand now, 20 minutes later got a cancellation of direct debit. But I'll probably get another email saying I owe £47.98 and the £5.59 again

"No one to help"

Terrible I called like a week ago complaining about the internet going on and off with toople, and they offer me an upgraded with Bt I spend like an hour speaking to CHris, he told me that I will receive an email with the changes and a speed solution is only me and my son at home and he can’t play online while I am watching Netflix. Please help terrible service.

"Appaling service from orginally setting…"

Appaling service from orginally setting up the contract to switching to my home address, 2 no shows for home site switch and as such no broadband at home.

"Toople customer service contacted me…"

Toople customer service contacted me back and has already sorted my billing issue - they may well be turning this round as my experience this time was much better.

"Avoid!!!"

We signed a contract to switch our business landline & broadband from BT to Toople.com
But somehow they forgot to transfer the number over from BT and sold us just an additional line.

On top of that, their engineer did not disconnect the BT landline when he came around for the connection.
So when the engineer left the new toople.com line connected for the internet but kept the old BT for the landline.

So we have been using the old BT line for international calls for our business thinking that we are using the international bundle that was sold to us by Toople.com.

We didn't even realise the BT line was still in use until 3 months after receiving the bill from BT something like £400.

And Toople.com did absolutely nothing to solve the problem instead they did not even close the line and kept charging us every month.