Connecting Britain Reviews 379

We have had terrible communication from the start of the procedure of upgrading with a promise of paying off the old contract and cash back for a line we do not use but no clear instructions on the procedure to claim despite asking for this as I was told I did not need to do anything about the transfer. It resulted in us losing thousands of pounds and since then we keep getting charged for items we have not requested. No response to the dispute we have raised through the CISAS. It has taken the team hours of needless communication. I would not recommend.

Julia was amazing, concise and helpful and got us up and running very quickly. Many thanks

As a long-standing customer of Connecting Britain for approximately three to four years, it deeply disheartens me to pen this review. My journey with them, once marked by satisfaction, has regrettably spiralled into an abyss of frustration and disappointment.

The most glaring issue I've encountered is the lackadaisical approach to service calls. On numerous occasions, my service requests have been unceremoniously closed without any resolution or explanation. Seeking clarity on these instances has been akin to sending messages into a void – no replies, no acknowledgments, just radio silence.

Moreover, my patience has been further tested by their billing practices. Connecting Britain has developed a penchant for introducing new fees with neither prior notification nor consent. These charges are stealthily added, blatantly disregarding the initial agreement. It's as if the terms of our contract are rewritten in the shadows, leaving me to uncover these unwelcome surprises in my billing statements.

The situation deteriorates when attempting to contact their customer service. The possibility of having my calls answered has become a distant memory. It seems that their telephones are perpetually engaged, or perhaps, conveniently ignored. This unavailability has not only aggravated my grievances but also cemented my impression of their disregard for customer care.

In summary, my experience with Connecting Britain has been nothing short of abysmal. Their disregard for customer satisfaction, opaque billing practices, and abhorrent communication standards have thoroughly eroded any trust I once had in their services. It pains me to say this, but based on my prolonged and disappointing experience, I find their service utterly useless. The lack of accountability and transparency has left me feeling disregarded and exploited as a loyal customer.
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Added 10 January 2024
P.S. Following my review, I received a phone call from a Connecting Britain representative on the same day, aiming to discuss the issues raised. Regrettably, these problems remain unresolved.

Firstly, the overcharging issue: it appears they had sent an email about a service they were automatically enrolling me in, at a cost of £9.99 per month, without my consent. It was assumed I consented unless I explicitly opted out. Now, five months later, when I raised a complaint, I was informed that I cannot get a refund and must provide a 30-day notice to unsubscribe.

Secondly, a technical fault that has been ongoing for two years was supposedly lost in their system. This issue now supposedly has a new service call attached to it.

Thirdly, a new issue emerged when they attempted to remove my comment from here, claiming I am not their customer. In response, TrustPilot requested that I provide evidence to prove my customer status with Connecting Britain.

Great help today on our out of office for Christmas
Thanks guys

John was fantastic knew exactly what I wanted and sorted it out straight away. Excellent service.

Amazing service would absolutely recommend to others

The installation and service was Great. Connecting Britain made my life hassle free!

Install was very quick and professional. Been with this firm 3 years now and no issues.

Personable, trustworthy and speedy service - thank you for providing a great service for our small business.

Avoid taking any contract with them they will overcharge you. Read the other reviews!
I only have 8 months left on my contract and I discussed with them about ending it early as the whole process has been so painful. They created a cancellation notice for the legal team and then sent it to debt recovery even though I have an active direct debit. They have taken duplicate payments during the contract and did not pay it back immediately, only after a complaint. They also reject all Trust Pilot reviews, hoping you will not authorise them and they get removed. I have made complaints but nothing gets done. I have just had a call from them that started by blaming me for the mess up in their legal team sending my account for debt recovery with a very little apology at the end due to their processes. Connecting Britain is a terrible company to work with.

They took over Halo Connect who we had an account with in 2021 and started a direct debit from our account in August 2023 two years after the account was closed with Halo Connect. Connecting Britain had no authority to start taking money from our account and have not even apologised. I requested a refund from Connecting Britain and after 3 months of chasing them still no refund. Very bad customer service. Do not trust them and avoid at all cost!!

Connecting Britain has to be the WORST company we have ever had the misfortune to deal with and we strongly advise other businesses to stay well clear of it.
In order to sign up with them we were promised the following:- reimbursement of the final 3 months of an existing contract (as they wanted to sign us into a new one), reimbursement of the documentation fee and to have the first three months free service. We were asked to invoice Connecting Britain for each of these costs - this was in March 23 and we are still awaiting payment now despite hours of chasing and even going through their internal complaints procedure! The outcome of the complaint acknowledged they had received our invoices and agreed we were owed money and payment was promised within 7 working days but needless to say, we are still waiting.
Apart from their behavior being completely unethical and full of empty promises, their accounts related customer service is terrible. Whenever you ring, it is impossible to speak with anyone from accounts, promises are made to return calls but they never do, no managers are ever available to talk to and if you request a call back, it simply doesn’t happen.
Please, don’t fall into the same trap as we have, save yourself a whole lot of hassle and time and choose another company!

After the merry go round I experienced a month or so ago I was assured that my complaint would be dealt with and rectified. Part of the complaint was that I was being charged for "breach protection" ( a service I was not consulted upon or asked for approval) which was added onto my bill. a company rep did call after I left a damning review on my recent experience but he was only motivated to have me remove my review. he assured me that I would not be billed for any further breach protection and the amount charged to me would be refunded. Surprise surprise: this months bill includes breach protection.

Constantly tell you there is nobody in accounts to help with any issues. They have been billing me 5x our contract value for 3 months. I have called multiple times to be told someone will call back... but they never do.

Make sure you check the small print. AVOID

The installer was very helpful and talked me through the whole process which was easy

What can I say about this company except for wow. Their service is impeccable and I just love the attention to detail that they show. Their prices are the best on the market and highly recommended them.

James recently set up our phone system and broadband. Set everything up exactly how we wanted thanks James

Can’t complain they came and did everything they said, I’m a busy man and to be kept ahead by the lovely Sophie informing me of the schedule and any issues it made it easy. The installation visit had minimal impact on our day to day operations and so far so good - happy customer

After initial problems, Robbie came in and did a great job sorting all the snags and tidying up the cabling issues.

Few problems in the past however my account manager Martin and the customer service team have been great at sorting everything for me