Chess are brilliant! their staff are very knowledgeable and have the right blend of professional but friendly, their systems, their response times - everything happens when they say it will and you don't have to keep repeating the same information over and over again to several different departments.
The really are refreshing to deal with!
DO NOT TRUST THEM! THEY ARE CROOKS!
I had requested via phone and email that this service be terminated August 5th 2013, officially this number wasn't in service as I had not sent in the required ID to activate the account. I was told by an employee named Ian that sending an email would cancel the service but I then received further bills via email. I recently called again and was told that they had received the email and the account was cancelled but that the billing department may have had an error. An employee named Oliver told me that I would receive an email confirming the cancellation of the account and wrong billing as I had asked for written confirmation. I am still in waiting of this email and letter and would urge that it still be sent. They will not reply, the only emails I get are bills and then they tell me on the phone that it will stop but it never does. I have since received multiple wrong bill invoice including threat of late charge, yet they haven't found the time to cancel the service or send out documents saying they have. I was told over the phone that the bill would be cleared and they would stop contacting me and yet I am now receiving upsetting emails from the company. The emails are contradicting to the information given to me over the phone. I am now asking for all the wrong bills to be confirmed as cancelled in writing. I have received at least seven inappropriate emails, I paid an admin fee to cancel this service as they said I must pay a further £9 for a service I had not used but still they harass me. I will be sending all information to trading standards, the Telecommunications Industry Ombudsman and watchdog to make a formal complaint.
(added 13.23 on 06/12/2013) Thank you Andy Green, its nice to finally get a reply to something in writing and its a shame that I have had to leave a bad review to get it. Due to the conflicting communication I would like you to reply to me via email/letter please as I can no longer trust what is said over the phone.
Again thank you for a reply.
I have enough to worry about just trying to run a business it only took one phone call and they did the rest didn't even loose my internet connection for more than 10 minutes
cant believe it was so easy and the best part is you actually speak to someone in this country GREAT SERVICE HIGHLY RECOMMEND
Reliable and reasonably priced services -
Detailed invoice analysis of your spend by various categories
Most called numbers,most expensive calls, foreign calls , etc...etc...
Monthly Direct Debit
Easy to talk to on the phone if any problems
Overall very good service
My problems are usually sorted out in one phone call.Admitted I'm an I T idiot!!
Call centre staff always friendly and I can actually understand them!
Not so pleased to have to use a 844 no. Pay them to talk to me on their system!
When it all goes wrong your staff provide a very personal quick service to get you up and running again. Very pleased
Found Chess to be a good provider. No problems with service or billing. The only annoying thig is that unless you give between 30-60 days notice at the end of the contract period - you are automatically back in contract for another two years. I would probably have re-signed anyway but it's the principle that you could be captured for another two years if you fail to give them notice in the correct window! I guess this is something that is prevalent within the telcoms industry rather than just Chess Telecom.
Needed to call on Chess,a fault with the line.They were prompt,and the people we spoke to were very polite and obliging.
During my companys time with chess i have had good and bad experiences but i can say that the last 2 times i have had a problem Maureen has answered the phone and i would call her every time if i could as she allways does what she say. From a customers point of view she goes the extra mile to resolve any issues you have so if you can give any one at chess a pat on the back please pat maureen on the back for R H Claydon Ltd and say thank you.
As a customer of Chess Telecom I asked our Account Manager Matthew for help with an extremely urgent problem that needed sorting out with BT Openreach and other stakeholders. Matthew could not have been more helpful, going out of his way to offer help and support, and checking up regularly during the day on how things were progressing. He quickly grasped the situation and understood the urgency, and pulled out all the stops to help. Excellent customer support when I needed it in a crisis.
hi every one please keep away from this company i signed with chesstelecom i never got any emails or letters of confirmation of signup when i rang up customer service they couldn't find any record of my account with then tried to contact andy green to busy
Line went down on a Thursday morning. Quick call to Chess - not via a Mumbai call centre - & they sprang into action. Everything fixed within 12 hours, with regular progress updates, & even a call from Openreach to explain what the problem had been. Very impressive.
I was unsure whether to open my e- mail from you, (virus attacked the computer), so I rang and asked if I could have another e-mail that I knew was safe. I received it almost immediately. Thank you
I needed a second business line at home so contacted Chess Telecom. The sales guy was very helpful and signed me up no problem. Customer service since then has been utterly miserable.
Promised connection in 10-15 working days. A month later still not connected and Chess advised a minimum wait of three more weeks. I cancelled the contract and the embarrassed employee promised that the money they had already started taking by direct debit would be refunded.
Since then, no refunds but plenty more bills! The latest one has just arrived, for £282! I have emailed and sent letters to no avail. I am completely FED UP WITH CHESS TELECOM and will be making a formal complaint to CISAS first thing in the morning to get this sorted out.
My advice is pay the extra with BT, as they may be more expensive but they generally do what they say they'll do, when they say they'll do it. No one trying to run a small business and paying through the nose for slow broadband should have to deal with amateurs who can't pass simple customer status flags from contracts to accounts, and continuously charge for services not rendered due to incompetence/record overpromising.
Kayla found this review useful
We had the misfortune of having to use Chess Telecom for some of our business 0800 numbers after the company we used for years went into liquidation and Chess took over their business. We had already moved the majority of our numbers to Smart-Numbers (highly recommended) but we had quite a few numbers that still generated a few calls a month from historical advertising so were happy to let them run and continue paying the small amount (£30-£40) a month for the service.
Out of the blue about 6 months ago they increased the bills by about 1000% per month ( £300 plus per month for a handful of phone calls) and when I questioned it they smugly told it was a low usage charge they had introduced to their terms & conditions and if I wanted to cancel the agreement I would have to pay a £5000 disconnection charge even though I was out of contract, didn't want to port the numbers and they were not physical phone lines just simple 0800 diverts.
After much shouting someone agreed to terminate my agreement for £99.00 which I don't think I should have to pay but it was a small price to get them out of my life. Despite this they are continuing to bill me monthly and only today I have received another bill for £318.00 despite an email from them two months ago confirming I had paid my last bill and my terminating my contract in August via email and recorded delivery letter.
I am now going to report to Ofcom and if these clowns want any more money I will enjoy every moment of our day in court.
If you are a business customer, do not touch with a barge pole.
I was happy that the engineer came today, as specified, but I reported two line faults and he has only been instructed to repair one!! He cannot do the second one without approval from above!! So I was happy but now not so sure.
I tried Chess, after a bad experience with Talktalk when setting up my shop two years ago. We recently decided to move premises so after an internet search Chess came up as the best of a bad bunch so I gave them the benefit of the doubt, have I been a mug?
I was sweet talked by a very pleasant sales agent and was told that It would take 7 to 14 days to install the line, I ordered the line on the 4th of November and was asked to send photo ID. Ok so it took me a couple of days to come up with the ID and got it to them on the 8th. I had no contact and phoned today and was told the install would be on the 26th of November their excuse for the delay " it's working days from when we receive your ID. if that's the case how comes I was told I was told that I'd signed up on the 4th. Also I have paid £10 to obtain my choice of number and have just received an email confirming the 26th as the date of install but been given a completely different number and they have said I am now committed. Here's the challenge Chess... sort this out for me tomorrow the 13th of November and maybe everyone reading this may think you are great after all, the ball is in your court and Twitter is beckoning. And if you think I'm committed then you should be.
Update on service, have received communications from Chess this is a good thing at least, have promised to sort things out so let's see how it goes this week. UPDATE...UPDATE... Well what can I say? After so many bad experiences with other companies Chess have done themselves proud. Fantastic communication and true to their word, I was all to eager to believe that there promises would prove hollow but I apologise for the lack of faith. And what's more is that they seem to care and take on board genuine gripes. Thank you Chess.
John Glynn found this review useful
i have only been a customer of theres for 5 days and have never felt the need to write a review about anything before but these people have left me in complete and utter shock.
First of all being provided with a router which didnt work and needed to be reconfigured is never a good start but to be made to feel stupid for questioning faults is never good.
Getting a phone call back from this company is like getting a letter from god never going to happen , i understand why as it benefits them for me to keep calling and chasing them.
After 3 phonecalls today im still no further with my complaint and query into why im being informed a will have to make a payment of deposit 4 days after my line was fitted and as to why its massively more than one months bill as it states on the letter it should. as of now im waiting for Helen the team manager to eventually get out of that " meeting " she has conviently been in all day so far and have karen, richard and steven to thank for the foul mood im now in and lack of attention i have been able to give my customers asd i have been stuck banging my head against a brick wall speaking to them!
John Glynn found this review useful
My enquiry regarding the Chess Telecom Referral Rewards Scheme was handled by James and although he couldn't give me an answer to my specific question there and then, he did get back to me once he had made relevant enquiries, as he had promised to do. James clearly was keen to assist and handled my enquiry very well.
We used Chess Telecoms for almost three years and, during that time, have experienced no problems whatsoever. Their online site allows a great deal of functionality with full access to account information or just sit tight and allow pertinent information to come straight to your desktop. If you are looking for a seamless service then look no further than Chess Telecom.
Charges were applied to invoices that were not relevant, had to get these credited back after I noticed them going back over a few months.
Last month my business line just stopped working, was told the number had been quarantined for no aparent reason. Took 2 days to resolve and in the meantime I lost business as well as customer confidence as customers could not reach me by phone. Emails from customers confirmed this. No compensation or explanation provided by Chess Telecom.
Finally if your payment is made morethan 2 weeks after the invoice date, you will be charged an additional £15+Vat late payment fee.
This is just a few issues. When I originally had the line transferred, it took many many phonecalls with repeated conversations with different people at Chess to get what was a very simple and straightforward matter dealt with.
Kayla found this review useful
I first moved to Chess as they had a good deal and I needed to save money for our small business with very low call telecom requirements.
In May 2012 I realised they had not actioned our new package correctly. It is now October 2013 and it still isn't resolved and we are paying over £100 a month!
I was promised a refund for the overcharge. They have finally offered me a credit (in the past month) but apparently only go back six months! This is despite the fact it is their fault it has taken so long to look into.
I have emailed daily on occasions, called and tweeted. They take weeks to come back to me, if at all!
I have recently made a formal complaint to BT who Chess get some of their services from as they have a department who get involved if required.
We are now moving providers as I accept they are never going to resolve our issues, offer the services they said they would or provide us with the promised credit.
On the plus side our line had a fault and the guy at their fault team was good and kept me informed. Shame they charged me £7.50 for caller redirect to my mobile as no Telecom provider has ever done that to us before when there is a fault.
Kayla found this review useful
Nothing was too much trouble for Dave, and he was incredibly understanding about all of the times I called him up to change a very small detail in our requirements. He got us a great deal, and I would not hesitate to recommend Chess to other charities.
I have contacted chess telecom on Monday morning regarding my business lines and home line and must say the level of service i received has been excellent i have spoken with two advisers and both were very helpful and polite.
I have been with chess telecom now for over 8 years and with this support and level of service i would not change anything.
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All of our customers are protected by our Never Beaten on Price guarantee. If you recieve what seems like a lower price please call us immediately. We'll review the offer and if it truly is a better deal (which is very unlikely!) we'll beat it! If necessary we'll even create a special tariff for you. This promise ensures you'll always get the best possible price.