Fleur Telecom

Message deleted by Gransnet. Here's a link to our Talk guidelines.

Talk Talk transferred me to Fleur Telecom, but when I became offline for some unknown reason they were a nightmare - no help at all to me or my daughter who is my Power of Attorney - still offline with no help at all after a month we went to a new supplier who is brilliant - was with us right from the initial contact - gave us a date for going on line, sent their new router box, included Superfast fibre broadband AND contacted Fleur to change us over! So quick and painless after all that we had put up with especially as being online is my lifeline as a widow, right out in the country, and not driving. I hope this little message will be of help to others.

I thought I'd update Gransnetters on this, just in case anyone is interested:

-I've had confirmation that there were no scams involved.

-It seems I should have received a letter detailing the tariff, but it would appear to have gone missing in the post.

-I've now been given the relevant information.

-Acknowledgment / explanation of the generic email I received from Fleur: "The email stating “Dear Customer” was sent due to a technical glitch which has now been rectified and all future emails will be addressed in the customer name."

Now there's a surprise. Who'd have thought it!

Well, the only letter we've had from Fleur is one advising us that we might notice minor changes to our direct debit records. Nothing whatsoever about the amount we will actually be paying etc.

As said above, I contacted you regarding the email starting Dear Customer via your website, and received a reply from you. The email address I used was the same as the one you've given above, except that it was to enquiries, not complaints.

As you have taken the trouble to post here, I'll send you a copy of the generic email I received (plus the not very satisfactory response I got in response to the fact that it was generic), rather than pasting it on here which was my first reaction.
I'm going to do that right away, as this is clearly not the place to go into more detail.

(BTW, the 'enquiries' email address is also the one that I used to email Fleur again yesterday, though as yet I've had no reply).

Hello and thank you for your comments. TalkTalk’s ‘Next Generation Network’ reaches 96% of homes in Britain, but some customers are located outside of that network, and TalkTalk are unable to support them on their own products. Fleur was formed to specialise in providing broadband, lines and call packages to customers in areas of weaker connectivity, and so took over management of these services.

Please be advised that before transferring from TalkTalk to Fleur, you should have received a 30 day notification letter which would have explained the process, including the exact amount you will be paying. You should also have received an invoice from us, as well as a notification of the change in direct debit before the direct debit was taken.

We have mapped the products over from TalkTalk so have done our best to ensure customers pay the same as they did before, if not less. More information about the switch can be found at: fleurtelecom.co.uk/yourswitch/

Regarding the email you received starting ‘Dear Customer’, we do not send generic emails asking customers to create an account with us so thank you for alerting users to a potential scam which we will look into further.

If you require any further information, please email [email protected] to receive a direct reply.

Ummm, I don't know my connection speed but it does seem good. Hopefully then as I haven't had a letter I won't be transferred. I hope you get sorted MamaCaz

The last few weeks we've had a problem with TalkTalk broadband 'dropping out' unplugging and replugging solves it but it's a pain.

Yes, I've just seen some of those threads myself, loopylou - I shall wait for Fleur's response to my email, but am looking at other providers right now with a view to changing to one of them.

I presume that those of you with TalkTalk who haven't heard about Fleur have higher speed / fibre connections - is that right?

I've googled Fleur and there are lots of treads from unhappy customers MamaCaz......

It does seem very strange, we're with TalkTalk and haven't heard anything about Fleur. I've just checked with DS and he's not heard from TalkTalk about Fleur either.

Loopylou: the one and only email that we've had from Fleur certainly could have been a scam (which is exactly what I told them once I'd made some checks to make sure it wasn't) but TalkTalk had informed us by letter months earlier that we were being transferred, and they have not billed us this month so it's fair to assume that everything is legitimate, though very amateurish imo.

I'm actually seething because having looked at Fleur's pricing, it sounds like whatever tariff we are on, we will end up paying more than we did before even though we have an inferior (i.e., slow) service!

Not me- just wondering if it's a scam MamaCaz?

Nina, TalkTalk have offloaded onto Fleur Telecom those of us who don't have access to the high speed network. Here (only a few hundred yards from houses that do have high speeds), our maximum is still only 7Mbps so TalkTalk have got rid of us.

We are with TalkTalk, we've not had any communication from this new company.