Chess Reviews 

I was very pleased to get Ryan's call, because I wasn't sure if the problems I was having with the phone were due to the device or the supply. Ryan did a check while I waited, and reported that it was almost certainly the device. I got a replacement phone and now everything is working.

Very professional and prompt in all dealings with me..

Mike

Kept well informed of proceedings

Chess sales assistant Ricky Walker was very helpful and followed up with calls as promised.
A great improvement on past chess customer service that has previously been infuriating to put it lightly.

Nice, polite, easy service.

We have had ongoing internet problems for a couple of months or so. Sean Lancaster from the customer support team has been excellent, he has organised visits from open reach to sort out line faults etc, he has also sorted router problems remotely. He has also phoned and checked to see that everything is working days after a repair has been done. Very helpful! Thank you

Alvin had great communication and responded extremely fast. He had so much patience even when I was asking him a million repetitive questions. A true asset and very positive and willing to help.

Internet connection problem solved immediately by customer service agent KERRY. She was extremely helpful. Also time was taken to explain and advise on other topics not related to initial enquiry.

Everything I wanted to know was addressed.
Laura Bacon got the right people to contact me and my request were carried out to satisfaction.
Everyone is helpful and informative and the job gets done

Over all fantastic service

Very patient and caring customer service quite considerate

Ricky Walker made sure we received all the emails and information required so the process was easy and and smooth.

DO NOT USE THIS COMPANY, RIPPING PEOPLE OFF.

Don't be fooled by these scally's reviews. Like all other utility and media companies and merchant banks they think they are a law above themselves when it comes to finishing a contract. These scally's are saying I signed a five year contract when only signed a three year one and I have proof. When i asked to see my contract you could clearly see the agreement term had been altered? Now they refuse to contact me, ooh the irony of a communication company. Instead they are trying to charge me late payment fines, who do they think they are? Update 19th March 2026 they have been in contact with me and are taking it very seriously which need to be stated out of fairness

Impossible to contact once you have agreement. Noone answers calls or emails

We have been with chess for many years and have been more than happy with the customer service
Recently when we were looking to renew our contract we had issues with the new system, you have to speak to an Ai assistant who raises a ticket and someone is supposed to get back to you,
unfortunately this did not work for us as we found either nobody got back or if they did they just tried once and if we could not take the call they did not try to call back again
They do not leave a direct line number to call back so you end up back with the AI assistant again
After giving a one star review recently we have now managed to speak to actual people at Chess and our questions have been answered
The three people we have dealt with this week have been very knowledgeable and helpful and we now know how to avoid the Ai assistant so going forward we are happy with the way Chess have resolved the situation

Chess customer service used to be a pleasure to deal with. The business was responsive and efficient.

I was with them for the best part of 30 years and was a happy customer until it came to leave!

In October I decided to change supplier and that new deal from another provider was going to save me 50% of my monthly charge for high speed FTTP service so contacted Chess by phone to ask what notice they required. Eventually reply came saying it would be ‘one month’.

Received a call from an Agent who said they had received a request from the ‘new provider’ for the transfer of the service and would I give Chess an opportunity to quote in order to retain my business.
I paused the transfer with my new supplier expecting a prompt response from Chess.

This was my first mistake (of two).

I was asked to provide a copy of the quote I had received from the alternative supplier because any price reduction in Chess’s offer would need to be approved first by the agent’s supervisor and then be put “before the Board”.

Several weeks went by with me having to chase them by the “Ticket” system which was poor at best and utterly condescending at worst - when, each time they were chased up an email would arrive saying “we will contact you in due course”.

Eventually I received a call in November saying Chess would match the price I had been quoted elsewhere so I asked when would the FTTP be installed? Deathly silence for a moment then the question back was -“Haven’t you got that already?”……… I will call you back.

After more delay they came back and said that they couldn’t match the price after all.
I re-activated my transfer request with the new supplier and told Chess I would be leaving as soon as the service could be ported and because of my only remaining with them for the extra time was because of the delays caused by their request to be given time to requote their service I was not going to pay twice as much for the additional months’ charge.

I demanded a call with the agent’s supervisor who quite blithely said that had Chess matched the price of the competitor’s quote “Chess would lose money and that as “I had had the service for the extra month Chess was fully justified in charging me for it!”.

No apologies no regrets on their part, no sorry you’re leaving is after 30 years! Absolutely useless to proceed with further conversation.

My service was ported on 22nd December 2026. Chess said that there that there was an outstanding balance to pay of £13 to pay. In January I checked my bank statement and found that Chess had taken, via direct debit, a full month’s payment rather than just the final balance.

More tedious ‘ticket’ raising on my part and the inevitable delays before any response received other than ‘your request has been graded as low priority’ and we will be back in touch ‘in due course’

Chased several times by my “updating the ‘ticket’ and finally received a refund. No apologies, nothing.

Chess are easily the worst business that I have ever dealt with in my career as a Company Director.

Their Customer relations are truly awful; ticking every box on how not to treat a client, the agents are inept and the middle management hide behind a faceless ‘Board’ to whom all decisions apparently have to be made. All aided and abetted by their robotic customer portal!

Could not and would not recommend this business to any potential user!

Not sure what's happened to this company but as a loyal customer for 30+ years. I had a problem with an additional charge which I politely asked to have removed and the way it was handled was awful, I've now left and saved 75% on my invoices. Avoid unless you want hassle!

Without calling him first, the mobile specialist Andy Rushton, contacted me about a better deal that was available. He then went over all the details, and answered all my questions, before setting it up.
It meant a lot that he organized it all himself, and was thinking about his clients. An excellent, and thoughtful service.