Chess Telecom reviews

Chess Telecom reviews

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About

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Review by confirmed purchaser

very helpful and satisfied with the service

Very good helped me asap would reccomend to other companys and friends
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Review by confirmed purchaser

Great service

Very helpful representative who went out of his way to sort out my query.
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Review by confirmed purchaser

extremely helpful and informative did their best to inform us of the services they provide.

I would like to tell you about a company that is very good on the commercial side for telecommunications they are chess
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Review by confirmed purchaser

Fixed fault

Called their call centre, after load of silly security question...... why would anyone call and say their Broadband is broken if it was not ! then they fixed it in 5 minutes.
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Review by confirmed purchaser

The best customer service i have received in a long time

Chess are great, Clear pricing and really helpful staff. Switching from another provider to them was seamless easy and completely hassle free.

I would highly recommend going to chess before anyone else when thinking about telephone and broadband options as they rate their service to customers as highly important something that is sadly lacking almost everywhere else today.

It has been a real pleasure dealing with them.
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Review by confirmed purchaser

very quick responce

when i realize my business phone wast working i ve made a call to chess to let them know, lady was very nice and helpfull she direct my phone to my mobile and i can start getting calls from my customers again straight away this was done in half hour very good! and this was saturday lunch time,
when i came in monday morning i had text with saying they are dealing with my network which was nice to let me know then i dont worry! couple hours line was back on working... lovely job well done!
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Agree with Jane Waldock - AVOID!!

Whilst googling about Chess Telecom I came across the link to this site. Having read the review by Jane Waldock, I agree, AVOID Chess Telecom.

It all started around June/July 2013 when we noticed that our broadband connection was very slow, and we also had this constant disconnection. At first we ignored the problem for the first three weeks. We thought that maybe because of the wet weather (heavy rains) so maybe things might get better after. However it did not. When we checked the DSL Connection bandwidth down speed on the router it was showing 522kbps.

Due to the distance from the telecom exchange we know that though the service was for 13mbps connection, we can only get max 8mbps. So the 522kbps was ridiculous. When we contacted Chess their support team started asking us questions like, have we checked the micro-filter is not faulty. Have we checked if the router is not the problem? They asked us to check the telephone master socket, and try all sorts of test. We were told that we should do these test first to see if the fault is not internal.

This went on for weeks. Finally one of their technician did a test and they confirmed that there was an issue, something to do with our broadband profile. By then we were already in September and the problem was still not solved. When a BT engineer came he did a test and test confirmed that there was some problems on the line which was external, but it would have to be a different engineer who would have to check this.

It was later found that there was a broken connection in a green telecom cabinet, which funnily enough was just practically next to our building. The cable had broken but was being held by the sheathing covering the cable, just to allow for a very weak connection. Finally by late October, 2013 we had our broadband back up to 8mbps speed and things back to normal. Or so we thought.

By late November, early December we started noticing drop in speed, and also intermittent disconnection. By mid January, 2014 things had gotten worst, and the speed dropped back down again to 522kbps. The telephone line itself had crackling noises in it. Finally by end of February, 2014 we contacted Chess Telecom, and again we went through the process of us doing internal testing, changing filter, connecting the line directly to the test port on the master socket. And still same problem. In fact by now the DSL down speed had gone to 288kbps. We even tried to explain to the person on the other end of the support team about the previous incident, but they seemed not to be interested by it. It seems they are just reading from a script.

We also noticed since around December, 2013 that technicians/engineers from another BT Telecom partner company has been constantly accessing the green telecom cabinet I mentioned earlier. I suspect that these constant in and out of that cabinet may have caused a similar sort of break in the line. But the Chess Telecom support seemed uninterested in that.

We found that the customer/tech support at Chess Telecom was lousy. They could not even be bothered to get in contact and follow up on the incident.

For us too, this has been a very bad experience, but luckily our contract ends this April, 2014.
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Review by confirmed purchaser

Second call was resolved correctly

I was calling back as my previous attempts had not been dealt with, the person I got Pete Hudzik was extremely helpful and resolved my query enabling myself to access the account.
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Review by confirmed purchaser

AVOID!!

Chess have provided us a very poor and disappointing service following on from reporting a fault on our phone line with no dial tone.
On 20th February 2014 we reported a fault on our phone lines because of over head cables damaged causing no dial tone to our phone lines. We explained the fault was visible and the cables would need repairing.
We received a text message on this date to confirm our fault had been logged under reference code and a call divert had been put in place. Later that day, we received another text message to confirm estimated repair time to be by midnight on 22nd February 2014. On 21st February 2014 we receive another text to confirm the fault was being worked on by a local engineer and again estimated repair time to be 22nd February 2014.
The fault was not repaired by midnight on 22nd February 2014, I telephoned their offices on 24th February to advise our phone lines still not working and I was told the fault was still being worked on and ‘Open Reach’ were dealing with it to locate the fault on their Network, I did explain again that an engineer would need to visit our premises to repair the damaged cables and the fault could not be resolved externally.
Again we telephoned Chess on 25th February to get an update and on this occasion a customer services operator had advised your systems had crashed and they no longer had our fault reference code on the system and all information had been lost, to my frustration I had to re-report the fault and was given a new fault reference code.
On 27th February We received a text message on this date to confirm our fault had been logged under reference code and a call divert had been put in place.
Between 27th February and 12th March we made numerous telephone calls to your customer service team, most of which left us frustrated and very disappointed.The Whole process caused great disruption to the business and loss of earnings.
Every time we spoke with a member of your customer service team we were given different information and different estimated repair dates.
On 12th March we received a text message to confirm estimate repair time to be midnight on 14th March 2014; again this was not the case.
Finally the fault was repaired on 17th March 2014.

Not only are we unhappy with the bad customer service we experienced previous to this we used to have my phone line with Select Calls, Chess took over from this company. I wasn't asked if I agreed with this, they just "sold on" the contract .When we noticed our monthly bill were going up we decided to cancel the contract however Chess claim we have a 5 year verbal contract with them, we requested a telephone recording of this agreement, had to pay £10.00 and received a disc with the recording. It was a 30 second call where a women is reading from a script very quickly she gabbles on and and the end of the conversation asks if we agree.

we recently received a monthly bill from Chess and somehow a One Off Charge had been added for £8.00, when I telephoned customer services I was told this charge had been entered by mistake and they will refund, this does make me wonder if we had not had noticed this charged, would Chess had contacted us... I think not!

Overall this has been a very bad experience, and we are stuck with Chess for the next 4 years...
Adam (@MCL) and elaine found this review useful
Chess Telecom

Reply from Chess Telecom

Dear Jane

Thanks for taking time to give us feedback, I'm sorry you feel you've not had the best service so far. When our customers have a fault, we aim to provide an update (even if it's to say there is no update!) every 4 working hours.

With regards to your term and charges we have a never beaten on price guarantee to give you peace of mind.

I want to get the opportunity to change your mind about us and resolve your queries, please give me a call on 0800 6888858.

Best,

Andy Green
Head of Customer Services
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Review by confirmed purchaser

Shambolic communication

I followed up a call from Chess and after a conversation with a salesperson, I decided to upgared my package. I was told this would mean some work being done to the actual phone line and then an engineer would be out to install the router.
The engineer date arrived and as we had no-show by lunch time I rang to check what was going on. I had already received the router by post. I was then told that the engineer was working on the line externally that day, and that I would get another email updating me when the engineer would be fitting the router. No update email arrived.
Two days later our broadband stopped working. This meant that all our business stopped. We rang the installation team who told us to install it.. We managed this in an hour or so with chess support as it was not straighforward, and hopefully we are now up and running. My question is why were we told (twice) that an engineer would be calling to do this when this was not the case. A smooth transistion process which desending into panic has really upset my customers and staff.

I am also upset that a few months ago, prior to installing new IT equipment I contacted chess to check that our package would be sufficient to meet the new levels of demand. I was assured that we would be fine. Much to my shock we have been hit by massive bills for overusage, which could have been avoided. I look forward to hearing your response on these matters. Contact info@worlseyphysioclinic.co.uk
Chess Telecom

Reply from Chess Telecom

Dear Jackie

I'm sorry to read you had issues with migrating your broadband, it does appear there was some confusion, sometimes engineering work is done at the exchange and not on the customers premises, though this isn't the case all of the time.

We do try our very best to keep our customers informed about what is happening as we understand the importance of connectivity for businesses.

I will send you a direct email and get some feedback from you.

Best

Andy Green
Head of Customer Services
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Review by confirmed purchaser

Top Stuff....

Call answered very quickly and transfered to a senior support analyst whilst I was on the call

Very good service.....
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Review by confirmed purchaser

helpful and understanding

They were helpful and had a good understanding of the problem. Had the time to get me back online.
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Worried

Chess have contacted me since I was trying to find a phone server cheaper than talk talk.
They have since contacted me to send them copies of my driving license or passport/utility bill. This seems worrying to me as these could be copied. Is it normal for them to ask for these items.
I am only asking for a phone line should I worry or go with them.
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Outstanding incompetence

I ordered a new line in November. So far I have been given 7 installation dates and have waited in for installation and still do not have a line. I have phoned Chess so many times it's unbelievable and they just seem incapable of resolving it. They rarely phone back when they say they will. Today I called at 3pm after another wasted morning waiting for an engineer and was promised a return call 'in 2 minutes'. 2 hours later still no call. When I phoned to find out why I was told that my account manager had been called into a very important meeting. Appalling customer service! Even my MP has written to them but no effect. Foolishly I also transferred another line to them and have been consistently overcharged. Beware of this company - they can't deliver on their promises.
M. A. (@MCL) and elaine found this review useful
Chess Telecom

Reply from Chess Telecom

Dear Mrs Stagg

I'm sorry to read your review, we are absolutely committed to delivering on our promises and being a great place to be a customer. Clearly something has gone awry here.

I'd like to speak to you about your experience and try and change your opinion.

Please give me a call on 0800 6888858.

Best,

Andy Green
Head of Customer Services
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Review by confirmed purchaser

Once the right person was dealing with the issue, Problem solved

After having endured a number of failed promises of return phone calls and generally ineffective advice, I was fortunate enough to eventually contact Cheryl. It was a great relief to finally be in touch with someone, who dealt with the issue pleasantly, efficiently and without delay. Overall, the service I'm getting from Chess is very good.
The mix up over the account was unfortunate but is now, thanks to Cheryl, resolved and I look forward to a long and happy relationship with Chess.
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Review by confirmed purchaser

excellent service

Called today to report a fault was dealt with extremely fast and very good communication
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Responsive Customer Service

I did experience a serious issue with Chess Telecom but once I was in contact with the Customer Services Dept I was told my feedback was appreciated and has been acted upon. Thank you to Andy Green for taking on board the issues raised and for making me feel valued as a customer. I believe that changes have now been made so that no one else will have to go through the problems that arose with my account this month and Chess have convinced me to stay with them.
Chess Telecom

Reply from Chess Telecom

Dear Mrs Venn

I'm sorry to read you're not happy with the service you have received. As a business yourself, I am sure you appreciate the need for stringent cash collection processes.

I'm also sorry to read the communication we sent you got lost in your junk mail, we can talk you through how to make sure emails from Chess get through.

We also offer our customers the benefit of direct debit, which gives you peace of mind that your bills are automatically paid on time AND gives you up to a 10% discount on your tariff.

If you want discuss this further, please call me on 0800 6888858

Best,

Andrew Green
Head of Customer Services
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Review by confirmed purchaser

Excellent customer service via email for a vocally impaired customer.

I needed to reset the password on my router/modem due to unauthorised access.
Unfortunately, I'm severely disabled and vocally impaired, so was unable to ring Customer Services.
I contacted them via email, and the whole process was completed through the same medium very quickly.
Excellent service. Thank you.
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Review by confirmed purchaser

Very helpful and friendly

The operator I spoke to was very friendly and helpful. She explained everything to me and made sure I knew what was happening.
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Review by confirmed purchaser

Low waiting time

I found my call to be well handled and query was resolved efficiently. The agent seemed to be knowledgeable and was able to resolve my query for me.

Also more importantly, I didn't have to hold on for long before speaking to an agent

Chess Telecom Details

About this company

Chess Telecom - Award winning business telecoms & Never Beaten on Price Guaranteed. Save money on your business broadband, business calls and line rental, business mobiles, phone systems and maintenance

Visit Chess Telecom

About Chess

Call us on: 0800 019 0194
We live here: Bridgford House
SK9 7JP Alderley Edge
United Kingdom

Never Beaten on Price - Guaranteed

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.

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