Trooli Recensioni 

Erica philly was fantastic really helpful called back when she said she would and overall excellent experience

Signed up today with Mikyle after a few years with a major. Process was dead easy and change process was very simple. Trooli have a good reputation in the UK and have a great pricing structure which was much cheaper than staying with my previous supplier.

Steven arranged visit by installer who arrived on date and time agreed. Shaun was polite, wore protective overshoes before entering house and carried out the installation in professional manner.

I spoke with Xola on the phone, and he made it so easy to switch, I wish I had done this earlier! For anyone who has had to put up with poor speeds this switch is a no-brainer, and my speeds will now increase x 10. I was offered a good choice of installation dates and times, and info about claiming back any early termination fees from my old provider through them.

Long conversation with Bel this morning. Very helpful. Clear explanations and all sounds promising. If Trooli can deliver on these promises i will be delighted !

Shaun and John were very professional and did a great job.

shaun was very professional, on time and informative. A credit to your company!
thanks Shaun!

Xola was very helpful, couple of issues which were sorted out very quickly.

Nikheil Govender was professional but also very understanding. He was patient with me and explained every thing in a clear and precise manner. I look forward to being a Trooli customer.

Mikyle was fantastic in helping me switch from BT to Trooli he was very knowledgeable and checked i understood all the bits I had to agree to before doing so. My installation date is a couple of weeks from now so will how how the service is but I hear good things so am excited as a new customer to trooli

Erica was very efficient and polite. The whole task was dealt with promptly and she was able to cope with my date requirements and fit in with them. The installation has been done today 29/10/2026; it took only one hour to complete and the engineers , Nisar and Muhammad, were clearly very well trained and followed an excellent procedure to get it done in 55 mins.

ITU was very friendly and professional and answered any questions i had and went through all terms and conditions slowly so i could understand what i was signing up for. His customer service was excellent and i truly hope that TROOLI live up to my expectations as i have had terrible customer service from.my current provider.

The Trooli fibre broadband itself is fine, with the 150 Mbps service giving about 160 Mbps for download and upload, but the installation was a series of avoidable errors with poor work, poor internal communication and the so-called "help" is anything but.

When installing the conduit along the street initially, Trooli's contractor's digger ripped up my phone cable because they had not surveyed and marked the area and were trusting to luck they missed phone, electricity, gas, water and sewer installations. The groundwork team later advised this conduit work was of poor quality. The contractor would only let me photograph the damage after I threatened to call the police and they had to call in BT Openreach to repair the phone cable.

From this and from installing across the street, Trooli knew properties in this street do not have ducts, and I told them when ordering. They ignored this, failed to survey or carry out the necessary groundworks, so the engineer who arrived could not carry out the booked installation on 5 Feb 2026, instead had to arrange the additional work needed, documented this and said either the groundwork team or the installer could lay the 14mm cable conduit needed to the building, although those teams later claimed they did not have this information.

Trooli did have this information, because they used it to calculate the cost of the additional work, over £600. Their website home page was misleading to say, "free standard installation & activation," while the possibility of charges if costs exceed the £600 threshold is buried in small print on another web page. I had to pay £30 or so.

The groundwork team laid a branch from the street conduit under the pavement to my property on 10 Feb, but did not bring the right conduit and expansion gap cover to protect the cable to the building. They claimed they were not given the first engineer's information, admitted that internal communication was poor and said the street conduit was poorly installed.

The installers on 11 Feb did not bring the conduit and cover either, even though I had reiterated this to the helpdesk when booking the appointment. The helpdesk belittled my concerns and refused to note the work needed. The installers laid the unprotected cable, made the installation and got it working, but I declined to sign off the work as it was incomplete. The groundwork team that returned to reinstate the pavement on 12 Feb expressed surprise how the cable had been left unprotected.

Trooli called to make another appointment for 13 Feb to rectify the work but again belittled my concern that they should record the work needed, despite knowing of all the previous errors! This installer failed to turn up when they had booked. I called Trooli yet again, they confirmed there had been an appointment and said they would ask the relevant team to phone me to advise when they would attend. When the engineer called, they advised that they could not do the work because they do not carry the necessary items, had to visit the depot first (as the groundwork team had advised previously) and said they had told Trooli! Trooli's communication, installation booking and patronising helpdesk are unbelievably bad. The engineer further advised that they would visit the depot on 16 Feb and return to complete the work on 17 Feb.

The engineer returned on 17 Feb with the necessary conduit but advised that they could not find the covers that the groudwork team said were at the depot. He disconnected and re-laid the fibre cable through the protective conduit. Luckily I had a spare piece of narrow electrical cable pipe that we used to protect the fibre cable between concrete slabs of the path where there the cover was missing. I later purchased wooden battens at my own cost, planed them to size and laid them to replace the orginal expansion gaps, protecting the pipe and fibre cable.

The connection has remained reliable over the subsequent six months and consistently achieves slightly more than the contracted speed, so the product itself is good but, if you have an older property without a telecom conduit already laid to the building, God help you, because Trooli will not. It is worth noting that a lot of complaints posted are about wi-fi, which is not under Trooli's control, not with their broadband product. My review refers to the speed using my own router connected to Trooli's fibre modem and an Ethernet connection (although a comparable speed is also achieved over wi-fi).

Cancelled my broadband - got an email saying that I would incur early cancellation charges and they would be in my final bill - not an issue. Got the bill with the early terminationm charges on it and paid it . A month later I get another bill again for early termination charges - after spending 2 hrs trying to get through , i was informed that their billing system had undercharged me! - there was absolutley no explanation in any emails sent to me infomring me that they were sad to see me go or on the attached invoices from Trooli for this and they just said thats the way it is!!!! -then they cut me off this type of service is shocking. Update - spoke to me agin today for an hour - yet they maintain I am still liable even though they made the accounting error. I have now spent 3 hrs on the phone trying to get an explanation as to why the error was not communicated - the contract was cancelled 15 days before th einvoice was issued - surely enough time to spot an error - but it took me 3 hrs to get admission of the error, but still not satifactory outcome - only being told your still liable for additional charges !!

Very polite and carried out the job efficiently

Funny enough come back to me after posting and said the loss if service was their fault but full fees apply.

Now cancelling due to shocking customer service and outages i’m going to BT on 2nd November. The customer service manager said they would look into waiving my cancellation charges of £401 once they got to the bottom of what caused the outages, whether it’s my home or outside, and it was outside my home, so nothing to do with me. I have sent four emails to various departments since (many before) and I’m being ignored. The last email I sent was to get a deadlock letter to send Ofcom and still this has been ignored. Please do not reply to this and say contact customer service as you can’t. They don’t reply to you and it doesn’t seem to be local any more, it’s all outsourced, which is why I think I’m having the problems. Please get the manager of customer service to reply to my many emails about waiving my £401 fee. as the switchover is approaching fast or send a letter confirming the fee so I can go to OFCOM.

Appalling customer service. The worst i've experienced from any company in over 50 years.
I guess one reason for it is that we live up a back lane in a rural area, isolated position. We've been here 40 years+, and used BT at first, then Callflow, which seems to have got taken over by Trooli. But that kind of challenge is surely no excuse for this treatment.
Our internet went down several days ago. Repeatedly tried ringing Trooli, and got a standard message along the lines of they knew there was a problem and engineers were fixing it.
Tried again today; the standard message had gone, got an answer after half an hour waiting. Explained the situation. A little back and forth, the respondent seemed to say something like she'ld ring me back, then the line went dead.
Half an hour later, tried again. After another half an hour, it was answered. The upshot of it was that our broadband connection has been terminated, they no longer supply this area, and we were informed of this decision by an email (the respondent said) back in July, 3 months ago (which we didn't get).
Though we're still paying monthly phone bills to Trooli.
So our options are limited. Neighbours recommend Starlink, but (apart from having to give money to a character like Musk) estimates for that here are 4 to 6 weeks.
So we'll be without internet (which we rely on heavily) for up to a couple of months, simply because customer service at Trooli, in our experience, has been virtually non-existent.

UPDATE
I've had a (prompt) response to this from Trooli.
Trouble is, it's both mistaken in what it says, and doesn't address the issue.
For instance, it says that "Callflow customers have been sent communications explaining the planned withdrawal of those services and the option to switch to Trooli..."
No communication ever came to us. We have had no emails from or contact with Callflow over the last year.
We tried contacting them back in 3 june 2025, because our router had gone caput, and we needed a new one. Got a reply on june 5 from the engineering dept of Trooli (I could forward a copy). There was then a series of phone conversations with the accounts dept , who agreed to a rebate of one months payments (running at £55 per month) because we were offline for that time.
It was never confirmed by email. We were never informed that the internet service we had with Callflow was going to be withdrawn and that we would have to send a new order to Trooli - which we couldn't do anyway, as we don't have fibre, where we live).
That one email about replacing the router, initiated by us, is the only written communication we have had with Callflow or Trooli in the last year. We have heard nothing from them about the takeover, the transition etc.

The main suggestion in the response is "recommend contacting customer service team to discuss your account and clarify the position regarding your phone billing".
We have spent several hours this week trying to get in contact and being in contact with customer services. But even when you can eventually get in contact (never less than half an hour, in my experience) it becomes apparent that the different departments do not communicate with each other efficiently. So you get passed from one to another (another half hour each time).
It's basic, simple stuff - like customer services not knowing that Trooli have cancelled our internet access. Not knowing that we are not a month behind our payments, they just haven't documented the month's rebate. Accounts and Sales departments and Customer services don't seem to talk to each other, or even have access to the same information (or else they're too pressed for time to look it up).

This is my last comment on the issue.....have to move on. Life's too short for this kind of nonsense. It's just been a particularly bad experience as far as dealing with company goes, as a custmer, from beginning to end.

All my queries regarding a new contract were answered clearly. Call was answered quickly and clearly. Trooli have obviously invested in their service. I also really like the contract price has no increases for the 2 year contract period. Hope they live up to my expectations

Belmirro Khoza Was very helpful.

Switched on, Professional staff fast and efficient service.