POP Telecom Contact Number, Email, & Complaints
If you have a problem with your POP Telecom broadband or phone service, you’ll need to get in touch with the provider. You can use the POP Telecom phone number, live chat, email, or even by sending a letter to POP Telecom. Read our guide to find the most suitable contact method for you.
POP Telecom Phone Number
The first way to get in touch with Pop Telecom is its phone number. Whilst some Broadband Providerswill have a single number and make you do the work by going through multiple options to reach the right department. The POP Telecom phone number is different, they have separate phone numbers for each department which means you will be able to make the call and get through to the right person without having to ‘press one’ for this and ‘press two’ for that.
In the table below you will find the POP Telecom phone number for each department, and the opening hours. Just find the right POP Telecom phone number for your needs and give them a call.
| Department | Phone Number | Opening Hours |
|---|---|---|
| Sales | 0343 538 6666 | Monday to Friday 9am to 6pm |
| Customer Service | 0343 538 6611 | Monday to Friday 9am to 6pm |
| Technical Support | 0343 538 6611 | Monday to Sunday 9am to 6pm |
| Billing Support | 0343 5386363 | Monday to Friday 9am to 6pm |
Last updated: 20/05/2022
Email POP Telecom
If you’d rather not phone POP Telecom, perhaps you’d prefer to write an email instead. However, we’d only recommend this option if your query isn’t urgent. Whilst POP Telecom does its best to handle all email swiftly, it can take a few days to get back to you. For that reason, only email if you have a POP Telecom billing issue, need to make a change to your account, and so on.
You can use the email address below to get in touch using this method.
| Pop Telecom Email Address |
|---|
| [email protected] |
Last updated: 20/05/2022
How to email POP Telecom?
When you write an email to POP Telecom, it’s important to include the following information to make sure your enquiry is dealt with as quickly as possible. If you don’t add this information to your email, POP Telecom will need to reply to get the information first. This means it will take longer to deal with.
- Your name
- POP Telecom account number
- Billing and/or installation address
You can also include how you’d like to receive a reply, if you would like POP Telecom to call you back then do make sure to include your phone number.
POP Telecom Live Chat
One of the great things about POP Telecom is that you can solve a lot of problems by using the POP Telecom live chat. This is a quick and painless way to speak to an agent in real time, without having to make a phone call. To use the POP Telecom live chat simply follow the steps below.
- Go to the POP Telecom website
- Click the ‘CHAT ONLINE’ button in the bottom right hand corner of your screen
- You’ll need to enter your name
- Choose the option that best fits your needs:
- Sales & New Order Enquiries
- Upgrades and Loyalty
- Technical Support
- Customer Support
- Business Sales
- Write a brief description of what you need help with
- Click ‘Start Chat’
After a few moments, a POP Telecom live chat agent will enter the chat to assist you. Usually you’ll get a reply in under a minute, but if it's busy, you might have to wait a little longer.
If you try to use the POP Telecom live chat outside the opening hours, the department will be greyed out and you can click the envelope icon to send a message instead. If it's open, there will be a green dot next to the department name.
| Department | Opening Hours |
|---|---|
| Sales & New Order Enquiries | Monday to Friday 9am to 6pm |
| Upgrades and Loyalty | Monday to Friday 9am to 6pm |
| Technical Support | Monday to Sunday 9am to 6pm |
| Customer Support | Monday to Sunday 9am to 6pm |
Last updated: 20/05/2022
Write To POP Telecom
Sometimes you might need to write to POP Telecom, perhaps it's because you’d like to make a complaint in writing (more on that in the next section) or you need to send a cheque to pay an outstanding bill. Whatever your reason for writing to POP Telecom, send your correspondence to the following address:
POP Telecom
PO Box 12927
Ingatestone
CM4 9YW
Do bear in mind that written correspondence to POP Telecom is the slowest form of contact, we recommend that you use another contact method unless it's absolutely necessary to write to this provider. We’d also suggest including an alternative form of reply, such as email or a phone number, in your letter. This will make it easier for POP Telecom to get back to you.
POP Telecom Complaints
When things go wrong, you might feel the need to raise a POP Telecom complaint. If that’s the case, POP Telecom has a clear policy when it comes to making sure your complaint is heard and resolved to your full satisfaction. In this section, we will explain how to make a POP Telecom complaint and the steps you can take to escalate it should the need arise.
In the POP Telecom Code of Practice, the provider states that it prides itself on customer satisfaction.
- Ensure our representatives promote the company in a professional way
- Afford them the courtesy and respect they deserve as a paying customer
- Take our time to handle each case with care
- Try to resolve all issues on the first point of contact
- Update the customer regularly to ensure you always know what is happening
- Always try to ensure we reach a mutual agreement which benefits the customer
- Never abuse the trust of vulnerable persons, e.g. who appear to be unsure of what we are selling, or whose first language is not English.
If you feel that POP Telecom has not delivered on any of its promises, you can raise a complaint. The first step is to speak to POP Telecom customer service who will try to resolve your complaint right there and then. In most cases, POP Telecom will be able to resolve your complaint at this point. When that’s not possible, the complaint will be escalated to a senior customer service agent or team leader.
The senior customer service agent or team leader will look into your complaint and investigate to provide you with the best solution they can. If for whatever reason you’re not satisfied with this solution, you can request that your complaint be further escalated to the management team. Management will look at all the steps that have been taken so far to resolve the complaint and advise your ‘case handler’ on what actions they should take.
Finally, if you’re still not happy with the outcome or if no resolution can be reached, you will be issued with a deadlock letter. This letter will state that neither you nor POP Telecom have been able to resolve the complaint.
At this point, you will need to contact CISAS for an independent review of your complaint. You can also take your complaint directly to CISAS without a deadlock letter if more than eight weeks have passed since you made your initial complaint.
You can get in touch CISAS in the following ways:
- Telephone: 020 7520 3827
- Post: CISAS, 70 Fleet Street, London, EC4Y 1EU
- Email: [email protected]
- Fax: 020 7520 3829