TrueCall Avis 53

I’d score zero if I could. Bought a unit for a vulnerable person - never came. No answer to phone line - the mobile numbers are discontinued. One reply to emails from Amit Kumar, Customer (no) services in response to cancellation of contract saying would refund immediately and again radio silence. Do not use!

As others have stated, this company seems to have taken a nose-dive in terms of support, I bought my unit way back after seeing the device on Dragons Den", and up until recently it had worked without issue, 4 weeks ago however it stopped working all together, since then I have emailed their support 4 times, and tried phoning them 3 times, no reponse at all from their emails, and the phone calls just state " we have no agents available, please leave a message and we will get back to you" but they never do, looking at the reviews for this company everything was fine in 2024, then the reviews started to dip towards negative in 2025, and now in 2026 they have sunk to almost pure negatives, It looks like they made their money and jetted off to the cayman Isles, whilst flipping the middle finger up to the customers.So much for the "extended warranty from them.

The unit works fine, but I needed some support and customer service is nil. It was not like this 2 years ago, so ignore reviews of more than 2 years ago.

After many years of fully paid up membership my problem is being totally ignored by truCall. You can't get them on the phone and four attempts to contact them via the support page on their website is ignored. Each contact got an acknowledgement and a promise of a reply in 24 hours but since 6 Feb to date I've not heard a word other than those acknowledgements. On my last submission I asked them to telephone or refund the fees I've paid (26th Feb) but still no response. Up to now I've always been highly satisfied with their service but since 6 Feb I've been paying for a non-existant service as I've had to shut it down as it was blocking all calls.

Despite the efforts of the 5star reviews below (perhaps they are trueCall F&F?) I’m afraid that the one star score is my experience too. I’m Installing for my elderly mum who is recovering from delirium and we need this done asap - their documents and the ticket itself state that they “aim to respond to all enquiries within 1 working day” I’m afraid an auto-generated email response is not going to help me - it’s been 4 days since opening a support ticket, three phone calls and three follow-up emails - nothing - PLEASE HELP ME, YOUR WEBLINK IS FAILING.

I had been happy with Trucall product and support in the past.

However, on changing from BT to a VoIP digital voice provider, there have been some problems! Truecall are completely unreachable, they ignore all attempts at communication.

The problem is the VoIP provides a slightly different caller ID to BT. ie: BT= 0208 xxx xxxx; VoIp=+44 208 xxx xxxx. As the Truecall is driven by CLID this causes a few problems. You can get round this to some extent by editing the Star/ Zap list to reflect the new format, however there are other issues too.

I have had the Truecall unit for about 12 years and after being upgraded to fibre and digital voice I needed to return it to Truecall so that the software could be upgraded for the new BT Smart Hub.

I rang their office number multiple times to check that the unit had arrived ok but the calls were not answered. I was concerned because the delivery photo showed what looked like a domestic front door rather than an office.

I received a call later that afternoon and it turned out that the Truecall person who covered the phones had been at meetings and was now going through the call list (I hadn't left a message) to follow up on the calls not answered. I was impressed by this as he is clearly under a lot of pressure but was very pleasant to deal with.

It turned out that my unit had been delivered to the MD's house, so that was ok. He confirmed that it would be upgraded and returned promptly.

I noted another post about an older person struggling to get a Truecall unit setup. I would suggest that this is something that requires a little bit of technical savvy and it's unrealistic to expect to very small company like this to spend what could be a long time on the phone talking someone through an installation. It would be better to get a neighbour or relative to help.

We ordered a truecall secure unit for my father in law at the beginning of December and received it fine, set it up and its been working great, blocks several spam calls daily. Exactly what we wanted it for as he has been scammed several times! Wish we’d found it years ago and protected him from falling for scams. Plus we use the control to see whose tried ringing and who he has rang.

So on the 31st Dec we decided to buy the 70 call memory card to record the calls. Its now February and it never turned up. Every time you ring the helplines on 0800 033 6330 and 0800 033 6339 it just always says they are busy. Ive left numerous voice mails, emails and even filled in the contact form - nothing, no reply!

I requested a refund through paypal which i used to pay, strangely the refund was offered straight away! Usually paypal are tedious to get refunds from so im guessing truecall has been flagged to give refunds!

Ive seen on the FB page that many people have purchased the boxes and theyve never arrived! So my advice is do not buy from the website! I was going to pay to have the extended access to the truecallcontrol but sadly when the year is up, unless the company gets its act together then we wont be able to have access to the control panel!

Get your act together Truecall and either take down your website or start responding to your customers!!!

You're on your own with this unit, zero support.

My mother received a unit from the police, we got it setup but it has a fault where it doesn't recognise caller ID numbers - therefor it blocks most calls regardless of it's trusted list.

I logged a support ticket on 17th December and it's now nearly 6 weeks later and no response despite multiple chasers and voicemails left for them.

I spoke to the officer that provided it to us and he has passed on a message to TrueCall to follow up, but still nothing. For anyone thinking of buying one, don't waste your money.

I was given the device by the police after being scammed. I asked customer service for help with installation. I am 85 and have no-one to help me. I had one less than helpful reply and no further comment when I said I did not understand. My landline and broadband are operated by Sky and the trueCall instructions did not appear to be applicable to my set up. Thus I shall have to abandon the trueCall device.

Truecall Call Bloker stopped working when I changed to Vodafone Broadband. Having contacted Truecall for help I have had no reponse.
Reading the reviews here it seems that the unit will NOT work with Vodafhone Broadband .
I have paid Internet Control Panel registration
till 08/04/2027 I have requested a refund.
As the company has not replied to any of these comments I am recomending DO NOT PURCHASE
This is a shame as the unit worked well, till digital lines .

Been very happy with my TrueCall device and with Customer Services in the past. However, have been trying to contact Customer Services for nearly 3 weeks to check some information before changing broadband supplier and moving to VOIP, having previously been told that Vodafone voip would not work with the TrueCall device, but other broadband providers would. Phone is never answered, support emails are never answered, answer phone messages ditto, messaging via Facebook ditto. Shame as the device itself is great.

I had the same experience as Rodneyf and Martin B. Moves to BT VOIP with no trouble thanks to Truecall. However now moved to Phonely and have received no response after receiving an acknowledgement and reference number. Sent 2 reminders but no response. I have now removed the unit. Very disappointing.

There seems to be somthing wrong at this company. Previously excellent but now there is no response to submitted support tickets, phone calls or emails.
The website is functioning and weblink updates are being automatically processessed but there is no human response.

Sadly this company appear to have gone from sublime to completely useless. It worked well for a long time but we have now moved to a VOIP phone. I contacted them beforehand and asked whether there would be any problems. I was assured that a simply software update would be needed and they would help manage it after the change to VOIP. We now have a VOIP phone which seems to work fine but despite attempts to contact their so-called customer care it is impossible it seems to actuyally get any response at all.

Nathan from customer service 11/10 exceeded all expectations,went above and beyond for me .helped me from unboxing to phoning to check all set up complete.delbt with my 101 questions..best customer service ever.. as afamily we feel rest assured dad now is safe from scammers,cold callers etc...thank you so so much Nathan xxxxxxxxxxxxxxxxxxxxxxxxxxx

My wife has Alzheimer’s and I purchased one of these devices to prevent her talking to scammers and the device was set up easily.
The default filter requires callers who are not ‘Trusted’ to press 9 to get through.
This didn’t work so I contacted their Support Team [Nathan].
The negative comments here about the support are well deserved. They say, ‘we aim to respond to an email query within 1 working day’ which begs the question of what do they consider ‘working’ or ‘day’?. First response took 9 days.
Hopeless service but eventually they admit that the Filter doesn’t work with Vodafone. On the Web Control Panel, they say We’ve had a number of customers contact us asking whether their trueCall unit will work after they have switched over their telephone lines to digital. In short, yes it will.
When I queried this they admitted the issue was a ‘Known Fault’. Known to them but they were not prepared to make this known to potential Vodafone customers.
Also I asked what other ‘Known Faults’ there are – no answer.
Eventually they admitted they needed to change their web site and it now says, buried in the FAQ’s,
‘trueCall will work on standard analogue domestic telephone lines from all the main telephone providers, and on most digital lines (with the exception of Vodafone, Zen Internet and Community Fibre)’
All analogue lines are being switched off in 2027. Interesting they say ‘most’ digital and that there were 2 other networks that don’t support trueCall that they didn’t mention before.
So if your buying one of these things ask trueCall if it works with your network.
And be patient.

I had one of the older Truecall units for about 10 years and it gave good service until recently when it gave up the ghost and I bought a new one, which was basically the same, or so I thought. This one has a handset off hook warning which there is no way of turning off, and it is making the Truecall machine useless. Twice now, on longer calls it has given the warning and then cut off the line mid-call. It is doing this while I am using the phone after about 10 -15 minutes. Just imagine it, you phone your broadband supplier or insurance company, you wait 10-15 minutes on hold listening to stupid music, and then just as you get to talk to a representative of the company this badly designed Truecall machine tells you your handset is off-hook and duly cuts the call off. What kind of idiot designed this feature into the machine, it wasn't on my old machine. Now, every time I make a call I have to warn them that if we get cut off to ring me back.

The product seems amazing but nobody is answering calls or emails so I can’t set it up properly. Hope they haven’t gone out of business.

Was a superb product, but since 19/4/25 no longer sync with web control page.
no email reply, no answer to the 3 phone numbers.
Ceased trading?