Planet Telecom Reviews 134

Reply from Planet Telecom

Updated Aug 17, 2021

Hi Alviss,

Ah, this review isn't nice to read. I'm really sorry that you've had a bad experience using our service.

Having looked, I can see that the issue you experienced was due to the registration number being inputted incorrectly. We need the number to be right so we can allow access into your account but in this instance, there's a stray digit so we couldn't do that.

We'd love to be able to offer 24/7 customer support, which I'm hoping you'll agree is quick, friendly and reliable. Unfortunately, since we're offering a service that costs the customer pennies, it's financially unviable for us to do so.

I have refunded your credit as requested, however if you ever have a requirement for cheap calls again, please get in touch with us and we'll work hard to grab a few more review stars back. They're important to us as a small business.

Best wishes,

Alex Deutsch

*edited to correct spelling

Reply from Planet Telecom

May 15, 2020

Hi Oliver,

Thank you for your review. I’m sorry that you’ve had a bad experience with our cheap international call service.

As mentioned on the phone to you, I will not allow my customer service team to be shouted at, abused or threatened. It is difficult for me to understand why you consider my wonderful team to be unhelpful, when you yourself acknowledge that when you initially contacted us with your issue, they rectified it for you immediately.

We offer a cheap international call service and sometimes, like in any business, things can go wrong. I'm sorry about this. As we are offering a service that costs pennies for the consumer to reach normally very expensive destinations, this can sometimes be the nature of the beast. However, we cannot know that things are going wrong until we are told and, as you experienced yourself, when we are told, we are able to make changes and fix the problem. For reasons I am still unsure of, you neglected to tell us that your issue was ongoing.

Our cheap international call service is Subject To Availability. We’re transparent about this and put this on every page where the service is advertised. It is a condition of use that you agree to our terms when signing up. Regretfully, since our discounted service was clearly having difficulties connecting to your destination, the service to this termination was temporarily unavailable to you at that moment in time - I’m sorry about this. We offered you a refund in full as soon as we were made aware.

For clarity, I feel it’s important to mention that the costs of ‘several hundred pounds’ you claim to have amassed was due to you opting to dial your international number directly using your phone service provider. As mentioned to you several times, this is not something that Planet Numbers advised you to do and is absolutely not something we will be bullied into taking responsibility for.

It has been noted by one of my team members that you mentioned to them on the phone that this has happened to you, with other companies, ‘100’s of times’. You’ve mentioned you’ve had issues with other companies in the past and that you’ll opt to use a different company and bill the initial service provider back. I’m sorry that we refuse to be threatened into doing this for you.

I believe you’ve made it clear that you don’t wish to progress with us any further and I’ve noticed that you’ve followed through with your threat to bombard our social media and review sites with your reviews. You are within your rights to leave a review however we are also within our rights to challenge a review when we believe them to be unfair or untrue.

Thousands and thousands of people continue to use our great service on a daily basis. I’m only sorry we couldn’t help you further on this matter.

Best wishes,

Alex Deutsch
Operations Manager
Planet Numbers

Reply from Planet Telecom

Jan 22, 2020

Hi Ross,

I'm afraid I'm a little bit confused by this disappointing and factually incorrect review.

Not only is it extremely common knowledge that 0870 numbers are often included in monthly minute bundles these days (they haven't been classed as premium rate numbers in many years, by the way, you can find this info on the Government's website), we literally plaster, in pretty large font, "Make sure you’re subscribed to a package that offers inclusive calls to 0845 and/or 0870 numbers" at the top of our pages. Multiple times.

Service providers that currently offer inclusive minute bundles to 0870 numbers include:

BT
Virgin Media
PlusNet
Post Office
Plus many others.

Thousands of people continue to enjoy using this brilliant, cost saving solution on a daily basis.

I'm not sure what else we can do for you here, but feel free to contact me if you have any suggestions.

Alex Deutsch
Operations Manager
Planet Numbers Ltd.