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.
They were very nice and came across keen to help. They kept things simple and easy for me to understand. Understood what I was requiring and dealt with my call quickly and efficiently. My call was answered straight away which was great - with the number being a business line the less time it spends engaged the better!
I am always happy to deal with chess as they are always very polite and always meet my requirements needed, it's nice to get through to a company you can also have a laugh with and also be very professional. Excellent service :)
We had an unusual problem in as much as our home broadband was supplied as part of my wifes remuneration for a company for whom she worked. When ths company went into receivership we were left without internet and unable to subscribe to any ISP because we were unable to obtain the MAC code. All of the companies that I contacted couldn't assist even though they wanted me to sign up for there services and hope that the problem would go away. Chess got the code, set up a broadband account with a 'promise not to be beated on price', sent us a new router and talked me through the installation process. Highly recommended
Do not think about using Chess Telecoms
We had some issues over been billed for a service we did not have and with held payment until they added the credits.
We settled the invoice yesterday in full and now they have cut our lines and told us we have lost our numbers after nearly 2 years of service.
We are now moving to a new provider after many issues with Chess and would WARN any company looking to work with chess to stay well away and go with someone else.
CHESS ARE THE WORST TELECOMS COMPANY I HAVE EVER USED
Awful dishonest service from start to finish. And they had the cheek to offer me money and invoice credits in return to posting a good review on Trust Pilot! That's right - Chess pay for their good reviews. Which is why the good ones are SO short whilst the bad ones are SO detailed! What a desperate joke. Trust Pilot should ban this because it also makes a mockery of them!
Full review as above.
It had to phone Chess to ask a question which would not necessarily have benefited them financially, nevertheless 'Steve', who I spoke to, was more than helpful and provided me with the information I required. Very helpful indeed.
Chess Telecom are a very good company and have always provided the company I work for with the support needed. We have had very few problems since moving over to them, unlike with our previous supplier. I would happily recommend Chess Telecom to any small business. I can't say how well they work with larger companies however Im sure they still provide the same support that we have received.
I moved to Chess Telecom from [External reference] having been cold-called / sweet-talked by their employee, [Name]. At the point of transfer, ALL of our lines went down and we lost service for 4 days. I frantically telephoned [Name], only to be advised by an employee that he had been FIRED for 'gross misconduct'!!! I contacted [External reference] to urgently take my lines back and was immediately called by Chess threatening a £2,500 termination fee!!! So now I'm stuck with these crooks!
Helpful and when a problem has arisen quickly dealt with
Chess Telecom where do I begin:
1. I was mis-sold a product right at the beginning, they promised Fibre Optic broadband (FTTC) via the Digital Region. I had even checked with an external provisioning company who told me I couldn't get FTTC to my address, however Chess Telecom spent hours persuading me they can. I am then installed with ADSL2, so instead of 37mbps speeds promised I received 17mbps, with 512 kbps up instead of 2mbps that was promised. All calls were recorded and I received no compensation, I was told by 3 managers that they would sort it but they never contacted me back.
2. Callbacks, I have never ever received a callback from a manager at Chess. Everyone who promises to call you back has never followed through, I'm either terribly unlucky or this is a terrible service. With the above issue people refused to help me and they didn't know what each other was doing.
3. They told me initially that I was receive a top of the range router. I was sent a Technicolor router which on the market is classed as a terrible device, not suitable for business broadband, it blows my mind that Chess thought it acceptable to send me a router used in a home. They then send me a Netgear Router (N300) again not particularly suitable for business needs. But this took multiple calls to finally get someone to send a new router (6 weeks to be precise from install)
4. Customer support. I've rang tech support many times regarding faults, and every time I've been so happy to get through to what seems like a tech, only then to realise that they are pretending to be techs, because the calls are routed from the techs to customer services when there are too many calls coming in. I've NEVER not had an occasion where my calls were not diverted to customer care, who are only able to answer very minimal questions, and if they arrange a callback from tech support, guess what, you will not get one!
I've never in all my life had such terrible customer services experiences than I have with Chess Telecom, I'm really looking forward to our contract to being up to move to a more reliable provider such as Plustnet. They embarrassed me in my quest to provide decent internet services for the business I work for as it looked to be my fault when meanwhile Chess were the ones at fault. I would not recommend this company to anyway. They're masquerading as a big company but really they're a company who cover up the problems customers have.
I have had a business line put in at home I went with Chess telecom as they offered the best deal. I am with Talk Talk at home so I called them first thinking that maybe I might get a good deal as I already have landline and TV with them, then I called Chess and they offered a good deal, free connection as well. I have had several e-mails from them to keep me posted with the set up. I have spoken to them on a couple of occasions on how to divert the phone to my mobile and found them to be really really helpful. polite and happy. I am, at this moment in time, glad that I went with them, hopefully things will not change.
Spoke to lads at Chess, strangely all names beginning with the letter J, but all equally helpful and efficient.
No waiting time on the phone got through straight away which is great when you have a problem with your phones.
Fab company, I've always had great service from them and unbeatable prices to match. One very happy customer!
It started off OK and after the first 12 months I may have written a good review - they delivered what i was paying for but the experience got so bad, i wouldn't wish them on my worst enemy. I got a call from a cocky so and so offering a free upgrade, all straightforward, BT would come an install a line. Luckily, i was in the office when the engineer arrived. He said that what they had told me was completely fabricated and would have no positive impact on our broadband speeds - only outcome would i would be tied in for another 12 months. He was told to leave and I carried on with the existing service. When my contact expired they tried to stiff me with a ridiculous £99 per line cancellation fee (per line) £397 plus VAT. I contacted OFCOM and CISAS. When i did this, they prompting removed the charges and scuttled back into their hole. This proves that they are rip-off chancers. The staff are liars and display high levels of arrogance and have hardly any technical knowledge. To top it all off, i realized i was being billed for someone else's calls in a different town - I'm still awaiting a refund but the thought of having to deal with these people make me feel physically sick. Do yourself a favour and steer well clear. God knows where the positive reviews have come from!
My Company has been Chess now for about 2/3 years and have never had any problems with any of the services they offer. An excellent company with easy access to customer service/bills.
Would definitely recommend.
Any dealings I have with Chess are speedy, efficient and friendly. When I had a problem - to do with the line, not Chess's service - they had an Openreach engineer out same day to fix it. Can't recommend them highly enough . .
They hit me with a £25 returned DD charge the first I knew about this charge was when they took it from my business account. In the months I have been a customer I have not recieved one invoice from them stating what amount and what date the amount will leave my account. When I told them I had not recieved one single invoice I basically got told I was a liar by Stephen the friendly customer service rep. Although I agreed the returned DD was my fault and not a bank problem they refused to even accept the responsibility for lack of invoices being recieved. My business is Business Reputation Management and the fact that you have to pay national call charges on their 0844 0845 numbers have a long wait time in this day and age when they themselves sell 0800 numbers is scandalous. Avoid at all costs. Other companies with good customer service with 0800 numbers are readily available and would love your business.
Recently used Chess to arrange for a second telephone line and broadband installation. Both Jason and Richard at Chess were very helpful when dealing with my calls. The lead time for the installation was reasonable and when it was installed the engineer was friendly and professional. After installation Richard at Chess was extremely helpful when sorting out a slight technical issue for us. Overall excellent service provided and we will definitely use them again
Nearly 4 months on our order is still pending with direct debits coming out our account (we are still waiting for a reply to see why £108 was taken out the account and what this charge is for - I assume it will be a hidden charge in the small print of the terms and conditions that have been been sent to me even 4 months on).
At first they will make it look all perfect and promise you the world! I have not been sent the terms and conditions despite requesting them on several occasions. I am very sure they will come up with an excuse for this too. The worse bit is that this is only the start of a relationship. If this is how they treat the customer now then I would have to imagine how it can get in the future.
In order to turn my lines in to ISDN30 lines they first need to take control of them from BT. They did this without me knowing and without giving us a call. We only found out when we could not dial out and rang BT only to be told that another provider has took over the lines. An internal communication error was blamed and an apology was given when we rang them.
They should win an award for making excuses and blaming open reach. (You will get the see for yourself when they set a reply to this review)
They will give you feedback and chase your order ONLY when you ring them to ask what is going on. They will read 'notes' of the system and will tell you it is in the process and that another collegue has just updated notes.
As guided by OFCOM we sent an email of complain and have since had a call from a senior manager who has apologised and said that they will chase this through and push open reach. He was shocked at the poor level of communication and how the case has been handled so far.
We wish we saw the reviews before we decided to switch to Chess and now hope that others hoping to do so come across this review and all the other ones.
We hope the experience improves and that they take us seriously. We will come back soon to give a review and update on how things have gone since.
We will now wait for someone to post a reply to this review and tell us how they are passionate about making chess a great place to be a customer.
I have used Chess for seven years now and feel trapped by their very onerous Terms and Conditions which make it very difficult to cancel. My contract expires on 11th October and i wrote to them on 29th June to adivse them that I wish to change supplier.
Unfortunately this notice was too much and I would be liable for several charges in accordance with terms 3.6, 3.7 and 5.8 if I decided to continue with the cancellation.
Chess give you a very small window to cancel your contract with them and if you fail to meet their precise 30 day notice period "no less than 30 days prior to contract end date and no greater than 60 days prior to end date" they automatically re-new the contract with no contact or check that you are happy with their service.
I have missed the lower date, my fault i know, by 12 days so once again i am tied in to Chess for another two years. So even though I have tried to give notice to move I am "Trapped by the small print".
I genuinely wish I had never used Chess.
I called Andy, Head of Customer Services, as he requested to discuss the issues. Andy seemed to genuinely care and did exactly what he said he would. I have now had the account looked at with one of their team and we have removed some of the items I was not using and I will continue with Chess for the next year.
I sincerely hope that the service I have received over the last couple of weeks continues and I will therefore have no reason to change supplier at the end of the contract.
Shyamal Raja found this review useful
I rang to query my bill as it seemed to have gone up rather a lot even though I'd recently changed my tarrif. The lady dealing with me was fantastic, she took time to take a thorough look into my case ( a lot of premium line calls connected to our alarm system)and sort out a really good deal, investigating further and calling me back. The resulting tariff far exceded any expectation I had.She reminded me that as it was near the end of the month I wouldn't see the full benefit until it had been in place for a full month so not to expect a sudden change to the bill. I am waiting hopefully!
As a new owner of an existing business using Chess Telecom, I've had some initial problems with bills and communications but the Customer Service team have helped me sort them out and I believe we are back on track.
Chess took over the internet and telephone services from Isrighthere for the building I currently occupy.
Although all ISPs will undoubtedly have their problems, I found Chess' service to be reliable than most, and their customer service on the times I did have to call, were efficient, friendly and polite.
I would highly recommend this service to future users.
I joined Go2 with a promise of 3 months line rental free ... The first bill was a lot higher than expected so there wasn't enough money in the bank to cover it ... According to their contract, if the first direct debit goes unpaid then all discounts are removed and the full price paid ... I wasn't informed of this until 3 months down the line once 3 direct debits had been returned unpaid ..... At a total cost of £96 in bank charges on top of the phone bills ... I would have been better off staying with bt as it would have saved me over £80 in total over the 3 months.
I received my last bill with an amount for broadband surcharge ... I phoned to ask what this was and I was informed that I had gone over my 50gigabytes limit ... My computer showed that I have used less than 7 gigabytes so I phoned to find out what was going on ... I was told that I would hear from an engineer within 24 hours, but that call never materialised ... I called again and was told that a readout of my usage would be emailed to me ... Again that hadn't materialised ...
I really wish I had stayed with bt and not fallen for the promises given by the salesman that called ....
The worst company I have ever had to deal with and customer service that is non-existent ... Definitely a company to stay well clear of.
Danoli Telecoms found this review useful
Like the previous reviewer John, I also gave notice to Chess only to be advised of cancellation charges of over £3000. We have been with Chess since 2010. I have already spoken to Ofcom who have advised me to make an official complaint, I have an email from Nicola Bennett in which she refers to the charges as " cancellation charges".
Since dealing with Chess I have had a catalogue of bad experiences, such as -
Upgrading a line only to be charged for cancelling the old one! after much dialogue finally promised a refund (which never arrived).
Being promised a credit note by a manager, only to be told much later that the credit note was "rejected at director level".
Being told conflicting contract end dates, with no explanation.
Having our contract rolled over for two years without being given notice.
After being with Chess for years I have tried to terminate my line and move it to a new provider, giving the required months notice to take it to the end of the term of contract (after re-newing our broadband 2 years ago) and found that they CHARGE a £108 ADMIN charge, (this is not as they say a cancelleation charge which is illegal under OFCOM rules for moving to a new provider). I spoke to Nicola Bennet and James at Chess and argued that this could not be right and all I got was "I will send you a copy of the terms and conditions" I asked James to put me through to a Manager and guess what he was too busy to speak to me. I am writing a letter of complaint to OFCOM to see if they can be charged under the Unfair Conditions law that came out last year. This is a total rip off
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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.