I moved from Tesco (O2) mobile to TPO when they were still on the EE Network as the tariff and 10% charity donation appealed. Negatives: they took several days to port my number; took an average of 45 minutes to answer a call; the voicemail instructions were in French! The positives: the tariff; the staff were helpful - when you eventually got through. My number was then transferred over to the 3 network. I requested transfer for a Wednesday, so they transferred it on a Monday! The voicemail was initially in French yet again - no explanation. Five telephone calls to customer services - again an average wait of circa 45 minutes. Setting up a voice mail PIN 3 times but it would never request one when calling in. Friends would leave an voice message but no notification would be sent to my handset so I'd no idea a VM had been left. I'll stop at this point. I DID get a PAC from TPO immediately and they even sent it via SMS too. I've no criticism of their CS staff - I think I've spoken to all four of them! I'm now back with Tesco/O2. Ported number: 2 hours; average wait time for CS to answer 3 minutes. The lesson of this story is, "You get what you pay for".

I love the idea of an ethical company with great coverage and a uk call centre, but in reality it isn't working. The donation to your chosen charity is actually really tiny (consider getting a cheaper tariff & donating the difference), the coverage is ee, so not the best where I live, and despite the customer service reps being in the UK, they appear to have little or no technical knowledge and can't/won't get anything solved or chase up resolutions from the technical side. I had high hopes and am sorely disappointed. My SIM card took well over 5 days to arrive, and keeping my old number is taking (so far) over 3 days (after being told it'd be complete within a day) - With no explanation or apology... Back to Vodafone then - they're appalling too, but at least I know they're technically competent!

I've been with TPO since April and when things have gone smoothly, they've been decent. But whenever I needed to get in touch with their customer service team, its always taken FAR too long. I have NEVER been able to get through to them on the phone, only via their webchat applet, so if that bothers you, don't give this company your money. I've currently been waiting upwards of 40 minutes on the live chat to activate my replacement sim and have got nowhere. So I'm currently on the phone trying to get through to billing so I can cancel the contract. Again, been on hold for upwards of 20 minutes and I haven't spoken to a human being yet. I get the feeling my phone will probably run out of battery before I do. DO NOT join this company. Unless you have a lot of free time and love spending time waiting by the phone.

I have not really used the service yet, since I just got started, but should let you know the customer service is non existent. I had to wait for ages to get to talk to a Customer Service Representative. The attitude was non professional, seemed like talking to someone next door. I was trying to port my existing number and this is how the conversation ended..: CSR: ok your number will be ported in 3 working days. Me: oh ok thanks *silence* CSR: in the meantime... Me: (Unintentional interruption) ok thanks for doing this CSR: Thank you - hung up I could've had other queries? or I don't know what the end to the 'in the meantime' sentence is?