Premier Talk Reviews 4.101

Actually managing to speak to someone without waiting too long. Mae helped me understand my account and in fact brought my monthly payments down. Was thinking I had been slammed but if it had not been fixed by Mae.

Ruby is always so helpful and gets things sorted

Spoke to a Premier Talk agent as to the arrangements for forthcoming update installation. Queries with Tiahh were answered promptly and adequately. Have not given maximum point rating because due to a hearing defect and the dialect of the Premier agent there was a need to sometimes ask for repeat answers.

I have been without a home phone line for two weeks since March 31st. I don't consider that to be any kind of service as I have had to send a physical letter detailing dates that I have emailed. I have had one reply only but no action and it is now April 12th.

My dissatisfaction with Premier Talk's handling of the digital upgrade and our 4 months’ loss of telephone service is documented in my reviews Hardly a Matter for Congratulation and 4 Months Without the Telephone Service I Have Been Paying For posted on Trustpilot on 20 January and 1 April respectively.
On 31 March, I received a call from a Premier Talk representative to confirm that our telephone connection had eventually been restored. She listened sympathetically and agreed to raise my complaint about Premier Talk’s mishandling of the upgrade and inadequate customer service, and to raise my request for reimbursement of monthly fees paid for a telephone service not received for 4 months.
On 1 April my wife took a telephone call from an Escalations Manager promising an email detailing our reimbursement. The email was terse and unapologetic, “Thank you for your patience whilst we resolved your fault, I just wanted to confirm a credit of £49.15 has been applied for the loss of service. “ The email offered no explanation as to how the figure of £49.15 had been arrived at and no justification of why it fell so far short of the £155.60 to be expected in reimbursement of the 4 monthly fees of £38.90 taken by direct debit during the 4 months we had remained without the telephone service we were paying for.
I replied to the email the same day but have had no response. A text came the next day requesting a review of the service she had provided. Having allowed a reasonable time for a response to my email, I can only record that the service provided failed adequately to address the issues of a mishandled upgrade, of inadequate customer service and of monthly fees totalling £155.60 for a telephone service not provided.
ADDENDUM 1 - The morning after first submitting this review, I have received an email from Trustpilot to the effect that Premier Talk were requesting I remove the name of the Escalation Manager concerned, and I have done so better to conform to Trustpilot's guidelines. There is irony in that this review followed a request from Premier Talk (as is often their practice) to submit a review of the service provided by that specific person (and many reviews naming Premier Talk employees have been posted apparently unchallenged), but, of course, I am happy to conform to Trustpilot's guidlines.
ADDENDUM 2 - The same morning, I have received a second email from Trustpilot saying Premier Talk have "asked for more details to better understand your experience" and saying, "If we don't hear from you, the company may not be able to recognize your review as genuine." Since I have provided the date of the email and the job title and (now deleted) the name of the sender, it is difficult to know what extra information is required although I can add that the subject line reference is COMPTEXR7570. This review also references the whole 4 month history of the dispute in my two earlier reviews posted on 20 January and 1 April. I sent email repiles on 1 April and again on 9 April but so far both without response. I have also tried to telephone Premier Talk to discuss the matter but without getting the promised call back, and will try to do so again.

Very polite. Although I explained the problem and how it had been resolved I wasn't happy with their being no explanation.

Belle was very helpful sorted the problem with our landline

TOTAL SCAM - DO NOT USE THIS COMPANY AND BEWARE OF THEM CLAIMING YOU ARE A CUSTOMER WHEN YOUR NOT.
THEY PRAY ON THE ELDERLY AND LIKE TO CONFUSE THEM IN THINKING THEY HAVE TO USE THEM INSTEAD OF OTHER COMPANIES. THEY SEND LETTERS CLAIMING YOU OWE THEM LEFT RIGHT AND CENTRE. DO NOT USE AND DO NOT PUT UP WITH IT.

Whilst trying to terminate and make a final payment on an account for a deceased relative, I have been systematically unable to contact this company: unable to get through on help line, no call backs from help line, several unrecognised customer contact numbers on their various websites, non-response to 3 emails.
However, this delay has allowed me to uncover several (as yet unanswered) financial irregularities with their charging. The more I dig into the history (e.g. via Companies House), the more concerned I get.

Premier Talk still owe me three months refund when I had no landline in 2025.
Now they have overcharged me for the first three months this year. A total of SIX MONTHS owed to me.
They takes your money but don't give anything back when due. Scandalous reputation from my experience.
Definitely NO STARS.

Premier Talk are impossile to contact by phone. When I wrote an e.mail with my enquiry they answered very quickly by e.mail and called me but I missed the call. That was 2 weeks ago and despite enailing every day they refuse to contact me again, which leaves my 88 year old mother without a landline, this has gone on for almost a month and is not good enough.
I want to change my mothers provider but cant do thus if they refuse to contact me about the initial problem.

Sofie was polite and helpful. Her knowledge with assisting me was very good.

Writing on behalf of an elderly and vulnerable friend: Extremely poor customer service from this telecom provider. Following a system update, the landline stopped receiving incoming calls, making that part of the service entirely unusable. The issue was reported repeatedly over several weeks, yet despite two engineer visits, it remained unresolved.

Customer support failed to take meaningful action, continued to charge full fees (including for unsuccessful engineer visits), and even incorrectly claimed the problem had been fixed when it had not. Tried to say my friend was at fault by failing to make the correct connection. The situation caused significant stress and inconvenience. It’s actually made my friend ill.

Turned out no engineer could ever have fixed the issue. Premier Talk had failed to make correct connection at their end.

Overall, a terrible experience marked by inability to speak to anyone promptly necessitating call backs, lack of accountability, ineffective support, and unfair billing practices. Shame on you Premier Talk.

Call back was prompt and Mae was pleasant, polite and as helpful as she could be.
Unfortunately she was not able to deal with the issue raised and this has been passed to account management.
I look forward to offering a five start review when my concerns are addressed.

Used the call back service, spoke to Ruby who checked the account holder had agreed to amend the phone bill which was done efficiently and effectively with the explanation to the terms of contract. Thank you.

Dreadful dreadful dreadful
Has made me extremely stressed and anxious
Would never deal with Premier Talk again

Belle was keen to help and had numerous conversations with the IT director and the MD of Digital Fibre to confirm that they had taken over our business' phone line from BT and that we could tell BT to disconnect and refund us with absolute confidence.

I am NOT grateful to Alli for her help with the resolution of the issue with overcharging for my broadband service. It still has not been resolved.Alli told me I WOULD NOT BE CHARGED for the next 3 months, yet I have been charged again. and sadly once again I have had money taken from my account, and it is an inflated amount.I am not pleased it has not been resolved. Your customer service is appaling. It took nearly 3 months to get to this understanding, and nothing has changed. SORT THIIS OUT. Ian Jenkin

Well done to the wonderful person named Belle who is very professional well spoken Lady who once again helped me with my enquiry. Top marks to you Belle and big thank you.