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Phone, hours, complaints and Ombudsman

Contact Pop Telecom

Every Pop Telecom contact route in one page: the main customer-service line, sales, faults, billing, complaints and the Communications Ombudsman escalation route if a complaint stalls. Verified May 2026.

Call 0345 871 4000 See full directory

At a glance

Main line: 0345 871 4000 Mon to Fri 09:00 to 18:00 (typical) Sat 09:00 to 14:00 Ombudsman: Comms Ombudsman

Phone directory

Every Pop Telecom phone line in one place

Pop Telecom routes most queries through a single number with an in-call menu. The same line covers sales, faults, billing, complaints and business voice, with team-specific opening hours.

Main customer service

0345 871 4000

General queries, account, billing, technical faults. Calls charged at standard UK landline rate.

Mon to Fri 09:00 to 18:00, Sat 09:00 to 14:00 (typical)

New sales (existing customers and new joiners)

0345 871 4000 (option 1)

Quoting a new line, upgrading speed, adding inclusive call plans, switching from another provider.

Mon to Fri 09:00 to 18:00

Technical support and faults

0345 871 4000 (option 2)

Slow speed, line drop-outs, router not working, no dial-tone on the landline.

Mon to Fri 09:00 to 18:00, Sat 09:00 to 14:00

Billing and accounts

0345 871 4000 (option 3)

Direct Debit, refunds, paper bills, payment-plan requests, name changes.

Mon to Fri 09:00 to 17:30

Complaints

0345 871 4000 (option 4)

Formal complaint about service, billing or cancellation. Ask for a complaint reference number.

Mon to Fri 09:00 to 17:30

Business / cloud voice

0345 871 4000 (option 5)

Hosted VoIP, multi-line setups and business broadband enquiries.

Mon to Fri 09:00 to 17:30

Complaints procedure

If a complaint stalls, you can escalate for free

Pop Telecom is a member of the Communications Ombudsman scheme. If Pop Telecom does not resolve your complaint within 8 weeks, or if it issues a deadlock letter sooner, you can take the dispute to the Ombudsman free of charge.

  1. 1

    Open a complaint with Pop Telecom

    Call 0345 871 4000 or write to the company's registered address. Always ask for a written complaint reference number, the agent's name and the date.

  2. 2

    Give Pop Telecom up to 8 weeks

    Under Ofcom rules, an ISP has up to 8 weeks to resolve a complaint or issue a deadlock letter. Keep written copies of every reply.

  3. 3

    Escalate to the Communications Ombudsman

    If 8 weeks pass with no resolution, or you receive a deadlock letter sooner, you can escalate free of charge to the Communications Ombudsman, the alternative-dispute-resolution scheme Pop Telecom is signed up to.

  4. 4

    Final outcome

    The Ombudsman's decision is binding on the ISP if you accept it. You can still reject it and pursue the matter through the small-claims court, but most disputes end at the Ombudsman stage.

Ombudsman website: commsombudsman.org. Regulator: Ofcom.

FAQ

Pop Telecom contact questions

What is the main Pop Telecom phone number?

The main Pop Telecom customer-service number is 0345 871 4000. The same number handles sales, faults, billing and complaints, routed through an in-call menu. Calls are charged at the standard UK landline rate and are usually included in inclusive minutes packages on mobile or landline.

What are Pop Telecom’s opening hours?

Typical Pop Telecom opening hours are Monday to Friday 09:00 to 18:00 and Saturday 09:00 to 14:00. Lines are closed on Sundays and bank holidays. Specific teams (billing, complaints) sometimes close half an hour earlier than the headline number. Wait times peak Monday mornings and just after bills are issued, so mid-morning Tuesday to Thursday is usually the fastest time to get through.

How do I make a complaint to Pop Telecom?

Phone 0345 871 4000 and ask to raise a formal complaint, then write a follow-up email or letter so there is a written trail. Always ask for a reference number. If the complaint is not resolved within 8 weeks, or you receive a deadlock letter sooner, you can escalate free of charge to the Communications Ombudsman.

How do I cancel Pop Telecom?

Cancellation must usually be confirmed over the phone or in writing, not just through the online account portal. Phone 0345 871 4000 and ask to cancel. Confirm: (1) your last day of service, (2) any exit fee, (3) the final bill amount, (4) the cancellation reference number. Send a follow-up email so you have a written record. If you cancel outside the last 30 days of your minimum term, expect to pay the remaining monthly fees on the contract.

Is there an online live chat?

Pop Telecom has an online contact form on its website but does not run a 24/7 live-chat support service like the larger ISPs. For anything urgent (fault, billing dispute, cancellation), the phone line is still the fastest route.