Disgusting incompetent company
Disgusting incompetent company
We signed up for business net and phone line in May 2024. The net has never been excellent but we've made do as it works.
At one point in 2025 the net failed along with the phone line. I called three times before they could be bothered to send someone out to fix it. At that time we were told by the independent engineer that he was surprised it had ever connected as the line was holding on by a thread. He also said he had done a temp fix but TML would need to connect the relevant body to get permission to fix it fully and properly from the property to the pole in the street. They never did and despite my calling for updates, it was never actioned. So every time there is a slightly breezy day, the net drops out. Not good when you run a busy pub.
On the 27/3 of this year, I got a text and email at 5.21. Apparently I was leaving their service on the 15/4 but if I didn't authorise this, please call their service number. I called them at exactly 5.25- not even 5 minutes from receipt of the text and email and said, no, we haven't authorised this, we have no plans to change, we are still on contract for this year, please cancel this. I was reassured not to worry, that sometimes neighbours try and sign up for broadband and click the wrong address, but they had made a note and it would continue as before
Liars.
I woke up at 8am this morning to find that reassurance was a lie, as they have switched us off. So my business, that runs off the net for tills, card machines and everything else- no chance. No phone line for customers calls either
So I phone their so called and much promoted "24 hour tech help". Except it is another lie because it's closed and remains that way until 9am.
When I finally get through I got possibly the most unbothered person saying tough luck. We cancelled it. You've changed providers. Denied all knowledge of my response to their text and email. Only after mentioning solicitors did she say she would get someone from customer care to call me.
When they called they again denied all knowledge of the call I made, my husband told them I still have the call log for that day as well as the email.
Their attitude? Tough. We have to now start again as new customers. Despite my call. Despite their promises. Despite never having authorised this change. Oh but they did say to call Vodafone as that's who apparently we have signed with. Except we haven't. We can't get anywhere with Vodafone because - we have no customer number!
So they can turn us overnight without cause, yet to switch us back on, on the same router we've used since 2024? 10 days.
10 days of no trade. Costing us thousands. Bands and parties booked.
Exactly, surprise surprise, another lie. Because despite my sending a formal complaint and notice before small claims action with proof of my call and they original email, that they promised on the call they would investigate, I've had no response. What I have had is a date for installation. 28/4. Not ten days then is it?
DO NOT USE THIS COMPANY
They do not care that my business is at serious risk due to their negligence and unprofessionalism. They lie and lie again. When they said someone may have taken my call on the 27/3 that we would've been told they can't cancel the switch and to contact the other company. This is utter lies because they couldn't tell me when I asked who the other company was due to "data protection".
Vodafone are apologetic but can't help because TML "Never contacted them to query the change over".
This needs to be sorted asap. Not in ten days. Not on 28/4. By Monday or I will sue.
