The Phone Co-op Reviews 13

Where are you, phone coop? I've tried phoning you since mid February. Every time the customer service line is either closed or there's no pick up your end. I've now emailed you twice using 3 of your contact addresses and had no acknowledgement or response. I have urgent questions about landline switch off and a doubled direct debit. Please respond!

Ringing to ask about the Big Switch Off. Having chosen the option on the menu, complete silence. Hung on for some time, nothing for six minutes, complete silence, then some on hold music Hung up, tried again. Same result. I am a keen co-operator, but this is very poor.

Just does not make calls. Just says call ended. Complained and was sent 2 new sim cards.checked other peoples cards in my phone and they work. Basically the co-op as a third party EE supplier are low on their list for giving good service. Have gone direct to EE now and it works perfectly.

A real person helpdesk.
Have been a customer for 5 plus years. Whenever I have called the phone has been answered quickly and service or help delivered straight away. Thank you.

Nice people on the phone, but we've left them for broadband/landline and three mobile lines. The root issue is that they are resellers of services from TalkTalk and (indirectly) EE, and aren't big or skilled enough to push on your behalf. To boot, their systems and processes are old fashioned and inefficient.

They took months to _not_ resolve technical issues on our broadband during the COVID lockdown: the issues disappeared the day that we switched broadband providers (despite using same modem and copper line to BT exchange) so it was clearly their network providers' (TalkTalk Business) equipment at fault.

Also, when we migrated our three mobile lines to a new provider they kept charging for one, saying that we hadn't given notice of termination (despite the fact that we didn't give such notice on any of the three identical SIM-only accounts, and that Ofcom forbid providers for charging beyond switchover date if you are - like us - beyond your contract's minimum term).

Being ethical is great, but it doesn't excuse not being a competent service provider.

I've updated this review and increased from 2 to 3 stars as they have apologised and resolved most recent problem. However, the deterioration in responsiveness is still an issue.
I have been with the phone coop for many years. It was taken over (with member agreement) by Midcounties coop about 3 years ago. While in the past, customer service has been excellent, it has recently deteriorated. Emails not answered in reasonable time (and long waits on phone - the website encourages you to email).
I would suggest that mid counties coop needs to invest in customer service and tech staff.

Tried 3 times to get mobile phone problem resolved but still have a problem. When on hold says calls answered in 5 mins on average but waited far longer each time Website says to email, I did and email back says they would contact me but didn’t.

Very poor answering their phone if you have a fault on landline. I phoned 8-30 am this morning to report our 2 lines down ,owing to broken overhead cable , I t was efficiently done, said would phone me back on my mobile 4pm now nothing ,tried phoning phone coop , they don’t answer their phone afternoons

Alway try to help. An ethical company. Not the cheapest but as a coop that you can be a member of, its good to know that any profits are not lining the pockets of some fat cat or offshore corporation. You do get the opportunity to shape the organisation if you join. I've used them for years for phone and broadband.

I've been with phonecoop for many years. My sense is that the customer service has dropped off a bit after recent organisational changes. Your bill also tends to drift up over time - every couple of years I call them and find there's a cheaper package available than the one I'm on. On the plus side, they're reasonably competitive on price given their service levels, the connection has been consistently reliable, broadband is faster than promised, and they've been very helpful on the technical aspects of routers over the years. Overall I've been pretty happy with them.

Recently upgraded from a Fairphone 2 to a FP3 under Phone Co-op contract, over the phone. Quick, easy and both the new phone and the new SIM were with me by 9 o'clock the next morning. Amazing work.

Just cancelled my contract after endless issues. Following months of poor broadband speeds/intermittent service, charged for an engineers visit claiming that Open Reach had said that there was an equipment fault at the property despite us buying a new router unnecessarily. More service issues later on we were held to ransom stating that we would be charged again despite having tested the router and phone equipment at other properties. Third issue today and the phone line has dropped out and again they refuse to investigate without us agreeing to potentially foot the bill. Absolute joke.