POP Telecom review: cheap Openreach broadband with a billing warning

Verdict

POP Telecom is a family-owned provider based in Essex that has traded for over 20 years, selling broadband across the BT Openreach network to around 98% of the UK. The prices are low and the range is broad, so if the headline figure is all you look at, it holds up well. The Full Fibre 115 plan gives you 109Mbps average download for £21 a month on a 24-month deal, with no setup fee and a total contract cost of £564.

But the case for POP Telecom weakens once you look past the price. Independent customer feedback places the provider poorly on satisfaction, customer service, speed and reliability compared with rivals, and there are recurring reports of unexpected charges appearing mid-contract along with bills that do not match the agreed price. If you buy here, buy with the contract terms open in front of you and keep an eye on what you are actually charged.

Deals and prices

The pricing is the main draw. Full Fibre 115 runs at £21 a month for 109Mbps average download, over 24 months, with no setup fee, for a total of £564 across the term. Entry-level full-fibre packages sit lower still: Full Fibre 80, at 77Mbps average download, starts around £17.90 to £18.10 a month on a 24-month contract.

The headline monthly price does not include the router, which is rented separately from £2.95 or £4.95 a month depending on the package. Factor that in when you compare against providers that bundle the hardware, because it adds roughly £70 to £120 across a two-year term.

Some packages carry an annual mid-contract price increase on 1 April, typically £3 a year in the listed deals. A flat £3 rise takes a bigger proportional bite out of a cheaper plan than an expensive one, so on an £18 package it stings more than the pound figure suggests. POP Telecom states that if you are unhappy with a mid-contract price rise, it will offer you the right to exit the contract.

Speeds and network

POP Telecom uses the Openreach network, which is why coverage reaches around 98% of the country. The range spans older ADSL through to full-fibre, with advertised speeds up to 944Mbps.

The quoted figures are average download speeds available to at least half of customers during the 8pm to 10pm peak window. Full Fibre 115 is advertised at 109Mbps, Full Fibre 80 at 77Mbps. These are advertised averages rather than a guarantee of what will arrive at your door, and I have no measured performance data for this provider to set against them.

Contract, router and fees

Contracts here run for 24 months. The router is not part of the headline price and comes on rental from £2.95 or £4.95 a month. There is no setup fee on the Full Fibre 115 plan.

The area to watch is what lands on the bill. There are recurring reports of extra charges being added mid-contract, such as line or router assurance fees, and of billing that does not match the price agreed at signup. Read the terms before you commit and check each bill against the deal you accepted.

Service and support

POP Telecom advertises UK-based customer service and technical support, with a phone line open 9am to 6pm Monday to Friday and an online chat option.

Against that, independent customer feedback rates the provider weakly on satisfaction and customer service relative to competitors. The UK support offer is a genuine plus on paper, but it sits alongside that poorer standing.

Who should choose it, and who should not

POP Telecom suits price-conscious buyers who want cheap full-fibre on Openreach and are prepared to read the small print and monitor their bills. The flexibility helps too: packages can be taken as broadband only, with a landline, or with a mobile SIM added, which gives households room to shape a deal around what they need.

Avoid it if you want a quiet life and reassurance that the price you sign up to is the price you keep paying without checking. The weak satisfaction record and the pattern of unexpected charges make this a provider that rewards vigilance and punishes inattention.

Pros and cons

Pros

• Low, competitively priced full-fibre, with Full Fibre 115 at £21 a month for 109Mbps
• Broad range of packages and flexible bundling with a landline or mobile SIM
• Wide availability on the Openreach network, around 98% of the UK
• UK-based customer service and technical support
• Right to exit if you are unhappy with a mid-contract price rise

Cons

• Weak independent customer ratings for satisfaction, service, speed and reliability
• Recurring reports of unexpected mid-contract charges and bills not matching the agreed price
• Router rented separately from £2.95 or £4.95 a month, on top of the headline price
• Annual £3 price rises on some packages, which hit cheaper plans proportionally harder