I am a Truespeed customer of over 4 years and have now experienced the identical poor customer service experience as already reported in the 1 star reviews here, I'm giving Truespeed one extra star as their speeds are generally hitting 500+Mb on their 600Mb service, but with one significant caveat - the speed can frequently drop as low as 50Mb during the evening and connection cuts out momentarily during the day, causing annoying hub resets that can last up to 10 minutes and resulting in dropped business calls. My main complaint is renewal pricing and lack of transparency or consistency. In 2024 a discounted rate of £32 was held, the following year the "lowest" they could offer was £40, but for the upgraded 600Mb package, whilst my next door neighbour paid £35 for the exact same package. Now, moving into March 2026 they want £48, a 20% increase, whilst they still offer £32 for 600Mb to new customers in my postcode (online price comparison website confirms)! New customers get 150Mb and 300 Mb pricing options, while existing can only access 600 and 900Mb plans. So basically what Truespeed do is lock in customers with artificially low pricing in year 1, subsidised by their longstanding, loyal and much higher rate-paying customers, claiming they are getting a discount from the £65 out of contract rate. Well of course, but the true comparison is that I've had a 50% price increase in 2 years (of which 20% this year)!!! None of this is transparent upfront. And here's the icing on the cake - our neighbours in the village Whatsapp group who are all with Truespeed are comparing prices and some have been able to negotiate £38 versus the £48 offered for renewal. Oh and they still hadn't answered after 31 minutes on the call today, at which point it was dropped. (on second attempt the pick up was better). What a customer relations disaster!! Come on Truespeed, pull your socks up, do better for your loyal customers and get this mess sorted out for the sake of your business!
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We never consciously build where full-fibre is already available. This means that in many cases, the speeds we offer are vastly better than our customers are used to.
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