A1 Reviews 102

I feel robed by this act like scam company.I bought today prepaid sim card for 10leva and was 1lev ballance on it.just topped up 10leva voucher and my balance shown 3leva ..what a scam!Never use this again..

Worst wifi ever i can get a garbage can router and it will 99% work better than the piece of doodoo routers they give

Garbage service, internet is down every week, you pay for whole month in advance and not service for 3 days total per month which you actually pay upfront. STAY AWAY

Never trust this so called A1, they don't help and refer to email support instead, I ask the company to extend the due date by 3-4 days and the only answer you get is No without further explanation. Is this how you help your customers?? Then if you email them, you can't expect a reply because they don't understand the language, damn you, I hope you're ashamed!

This company truly deserves -10 stars.
Do not touch.
Not only is the service bad and breaking up, I was given nothing but false information and lies in any shop, at any contact with this company.
For one: I cannot open any invoice the password stated isn't working, I have told A1 this for 1,5 years.
The app was never working for me.
Only option for me to pay was via the direct link they send in a sms.

The false information given in shops, or the lack thereof:
- I was forced to get a home mobile router at the start, to get a mobile data sim contract. I was NOT told those were 2 contracts. See below.
- When I moved, that mobile router did hardly work at all, I had no choice but to get WLAN / cable internet in addition. AGAIN 2 contracts in 1 I never asked for, this time, though I said 100 times I didn't want it, I was given a 2nd contract for TV, I didn't even have the box.
- I was told in the shops each time that I could end the contracts when I moved out of the country, normally this is the right of the client when the provider cannot provide at the new address.
- I was told I could ONLY cancel the contracts exactly 30 days before, and could ONLY return the routers after this, and ONLY pay in CASH in a shop in person, the FEES and FINES for this.
- The fines for cancelling these 4 forced-on-me contracts was 400 LEV in total, and I couldn't pay it in advance (before the last day of the contract, not me not using it) while I was in Bulgaria still myself.
´- Now, too late, when I use the link from the sms to direct payment option via credit card, and ONLY then, I can see that could pay everything online with credit card. There is a list of contract or invoice numbers. With 200 LEV more stated than I was told in 4 shops.
Too bad my online account states I have 0 invoices, and the email I received, as I said, I cannot view any attached invoices. Those emails also state that I could do a bank transfer, generally speaking, but I need the invoice number for that, which I am never given. ... ... ...
- The shops all said I could not send the routers via postal mail either. I couldn't give them to them earlier. Only 1 day after the end of the contract. No option whatsoever. Only in person. ... ... Riiiiight.

AS A1 DENIED me ANY OPTION to return the routers myself before leaving, AND as 4 shops gave me the information that I could ONLY pay in CASH for the cancellation fees:
- I had no choice but to hand the routers to somebody I half trusted AND to give them the money in cash.
- ...
- Yes, guess how this turned out. (that person and the routers are gone.)
- I tried to contact the customer service online for the 1000th time, not working.
But for the 1st time the AI chat told me to wait for an English speaking person ... I didn't know that was possible.
- No email address, no option to contact A1 in a normal way in English. The chat broke off, but before that they said, it was my fault that I could not return the routers myself.
What is one supposed to do -- fly back to Sofia for 1 day to return them ???? The is NO OTHER option.
I could have terminated way too early and stayed without internet, but when I asked about that 2 months before leaving I was NOT TOLD that I needed to wait to return the routers and had to time it to the EXACT date (or be without service for a while, which isn't an option when working online).
--- I ALSO was NEVER Told, when complaining in person several times, that I needed to call the technical service when moving the mobile router. I was told the mobile router would work anywhere.
-- Either way, neither service worked ever reliably or well, all the headaches I had unbelievable.
After a power outage, I had no cable internet anymore, and it took 3 calls until someone helped me actually via phone to type in the numbers on the connection website for the router.
... ...
So, I have no way to resolve this in English and from outside Bulgaria, I will NOT pay double, and NOT pay for routers I was denied to return myself in time.

We took our cat to the pdsa in Cardiff for a third time as we waited for the vets to open a lovely young guy came up to the car saying one of our tyres was flat, we pumped it up so we could get to the nearest tyre place which was A1 tyre’s in splot. We explained what happened and he proceeded to fix the tyre once the tyre was patched he said there’s no charge but you need a new tyre how kind was this two kindnesses in one dsy

I haven't seen this level of incompetence in an internet provider, not in several countries. We've been paying them for internet for 8 months and we've had to call them for troubleshooting almost every month or max, two.

They have zero respect for their client's time. Not once did they do something at the time they said. When we made an appointment to set it up initially, they called us 2 hours earlier and said they're under our apartment and were surprised that we were not at home.

Now they've left us without internet for 36 hours and counting. They sent us an SMS saying that they'd had it fixed by 15:30 on the first day. As the time came and passed and they didn't update their information we had to call them again to ask for an update so that we could arrange our work schedule accordingly. They were rude and would only say "we hope", "I can't promise" and "if we fix it, we'll send you a message". We didn't ask for hopes and promises, just for some basic information on their technicians working hours so that we can organize our workload. If they weren't going to even start work on the issue all day, we could had rescheduled the day rather than sit and wait all day.

Seeing that there was no update for the rest of the day we called them yet again, at the end of the day. They told us that "they fixed the general issue". We never got that SMS, nor did we get the service we've been paying them for. They told us "I guess the SMS had an error and didn't get sent". So now we're supposed to wait for their call, which is the same thing they told us 24 hours for today.

Their callers are consistently rude, unknowledgeable and incredibly incompetent. One of them couldn't even find our address on the map, when they work with our building and have a lot of other clients there. We had to spend another 24 hours waiting for them to find an address on a map, and in the end, had to go to a store and hold their hand while they looked at their map, but that's another story.

Do yourself a favour and avoid this garbage company and their incompetent, rude employees, like hell.

Awful! I wanted to lease a device, but I was forced to buy a netbox as well. I was told that the netbox was MANDATORY to lease. Later, their customer service confirmed that this information was incorrect and that the representative had misled me.

I immediately terminated my netbox contract, yet I still received two bills of 30 leva each. I requested a refund of the 60 leva, as the decision was based on false information regarding the netbox.

Their response was: “We cannot compensate you for this; you signed the contract.”

I only signed it because I was given inaccurate information by their representative.

I have been a customer for five years, and this is not the level of service a loyal customer should receive.

This has been an awful experience, and I am leaving the company.

The price of contracts is only to attract you. You sign a contract for a price and next month the price is up. A contract signed in 2022 ended up with 30% price increase. If you become a customer bear in mind that you sign a contract where they can increase the price whenever they want and whatever percentage they want.

LIARS
Like the previous gentleman's review I had also been lied, deceived and conned on signing another 2x 2 year contracts but this time adding a "FREE" internet mobile box for which I now have to pay 20.13 BGN for 2 years. Just to mention here that I do have internet, and TV from A1 which didn't stop them telling me to keep the internet mobile box since it is "FREE". I still keep it :-)
I have complaint personally with the employee in the A1 store in Ring Mall Sofia, wrote direct emails to the CEO for the A1 Bulgaria, Group CEO and deputy of A1 Group in Vienna without receiving any kind of response from neither of them, which makes me believe that top senior managers across the board are all complicit.
SHAME
Currently I am waiting for a response of my A1 complaint for which I filled with the Bulgarian Consumer Protection.

How to level a word to describe an experience with A1.... CRAP on so many levels. They are liars to a fault that this government currently allows them.. TIME to change the laws that let this happen.

everything is terrible. From the store, to the site & bot.

Terrible Customer service
Sign the contract pay the bill
and don’t bother asking for any help
No common sense whatsoever
Pure capitalists
I can’t believe that mobile provider can’t offer service over the phone I’ve been a customer for a long time and always paid on time however I now need a smart phone for witch I need a new SIM card
For customers with physical inabilities or heavily disabled can’t visit the shop in person
These are simple transactions that the hole world are doing on line, phone and post except in
Bulgaria Shame on you
Looks like you don’t give a dam about the customers with physical inability’s or heavily disabled as longer you get your money
Please be ware
Lots of Christmas offers and hooks until they get your business If you want to cancel the contract again you need to pay 3 months and then still go to the office to confirm
What a waist of time
What is the point of email and mobile phones ?

They are horrible. I don't have internet connection, I've been calling them for two weeks now, they send technicians seven times and nobody is able to fix it. I feel like I am living in a bad joke with them

They charge with extra fees which they don't tell you while you sign a contract. Last month I was late to pay the bill and they charged me 2lv this month I paid on time but they charged me 10.50 more because last month I was late.

Shameless incompetency! Just signed a contract (Neo23Travel), went on a trip to Malta and couldn't use roming internet. No resultution for more than 20 days. To make things worse, my husband encountered the same issue with them.

Sanja Marinkovic, Online Support Agent, keeps stringing me along for 3 weeks claiming that issue is not up to them!!! On the other hand, she has absolutely no idea why did the problem occur, and keeps sending generic replies.

Also, Dejan from their branch in Borca didn't agree to share his last name to avoid consecvences for being arrogant and blunt with a complaining client.

DO NOT USE THEIR SERVICES, YOU WILL DEFFINITELY REGRET IT!

Worst internet I've ever had in my entire life

It is a shame there’s no 0 for ratting.I got a SIM card whilst visiting and asked to add 1000 denars credit. I waited for 20 minutes no credit on my phone. Went back with my receipt and asked where is my credit, the response from the useless sales girl who stank of alcohol still in her skin greasy hair and shrivelled trousers and shirt was you asked for internet . Not only it insult your intelligence but abruptly lies to you that is your fault. This was at their shop in City Mall Karposh 4. Lol I even told her in Macedonian.So I thought I will not argue I went to their other shop by the river GTC. Explain what just happened and asked for 500 denars credit payed for it to the girl with fake eyelashes the size of a condors wings.came out try to call No Credit. Return to the shop and asked the same rude reply you asked for Data so this time I asked to speak to their manager on duty. Reply she is busy on the phone talking to customer I said I will wait.45 minutes later she is still busy in a meantime I witnessed how rude the team were towards the Scandinavian couple who spoke perfect English trying to buy SIM card whilst on holiday in Mk.Finely I left after waisted 2 hours trying to get credit and reasoning with a bunch of bad mannered rude abnormal employees .🛑🛑🛑 No go area any other provider but not them, rudeness sims to be in their DNA.

Very bad customer service, I have purchased Samsung Galaxy s23 with phone protector case for 90lv. And a week later the power button of the protective case broke off. I have brought the protector case back to the shop and request refund, however I have been advised that I will have to raise a question with the online services, I did and then the online services send me back to the shop and for more than 4 weeks I have been send back and forth with no actual response to my problem. Then at the end they have said that they have determined that they will not refund or offer any compensation for the broken protective case. Very disappointed I have one of the most expensive mobile plans they offer and I have brought one of the most expensive phones and planed to buy one more, but after this bad services I plan to change them as my provider! So my advice is do not buy accessories from A1!!!