A1 Opiniones 

Extremely disappointing experience with A1 Bulgaria – poor service, no solution, no customer care

I have rarely experienced such disappointing customer service.

For approximately 1.5 years, my home internet and mobile internet worked without any major issues. Then, several weeks ago, both services suddenly became almost unusable.

My typical connection speeds dropped to approximately 2–3 Mbps download and 0.5 Mbps upload. As a business customer, this made it impossible to participate in Zoom meetings, use cloud services, or even reliably browse websites.

What disappointed me even more than the technical issue was the way A1 handled the situation.

I contacted customer support multiple times and had to explain the same problem over and over again.
One of my initial support calls was even documented incorrectly.
I received several promises that a technician would call me back within a few hours or within two days. Many of those callbacks never happened.
My assigned business account manager was practically unreachable despite numerous attempts to contact him.
I visited A1 stores in Gabrovo and Veliko Tarnovo in person, but was repeatedly told to call support again.
I provided screenshots documenting the extremely poor connection quality, but this did not lead to any meaningful solution.

Eventually, Technical Support informed me that they could not resolve the problem and approved the early termination of my home internet contract.

However, A1 refused to allow the early termination of my mobile contract, even though the mobile internet suffers from exactly the same issue.

What I find particularly disappointing is that my formal complaint received only a generic response about future network improvements. None of my specific questions were answered.

A1 did not address:

whether I would receive any compensation for paying for a service that has been largely unusable for more than a month;
whether my monthly fee could be reduced while the service remains impaired;
why customers should continue paying the full price for a service that cannot be used properly.

When I signed my contract, I expected to be able to use mobile internet where I live. In my opinion, download speeds of around 2–3 Mbps and upload speeds of around 0.5 Mbps do not represent a usable mobile internet service in 2026—especially when paying for a premium mobile tariff.

Technical problems can happen. I understand that.

What I cannot understand is a customer service process where customers are repeatedly transferred between departments, promised callbacks that never happen, and ultimately receive no practical solution while still being expected to pay the full monthly fee.

Based on my personal experience, I cannot recommend A1 Bulgaria to anyone who depends on a reliable internet connection for work.

I sincerely hope A1 will review the handling of customer complaints and adopt a more customer-oriented approach in situations where the contracted service can no longer be delivered.

I'm on holiday in Burgas. As I use internet a lot, I bought two internet sim cards of which I'm unable to get any internet. Waste of money and a lot of frustration.

This has been, without question, one of the worst customer support experiences I've had.

I've been an A1 Bulgaria customer for years, which makes this even more disappointing. What should have been a simple issue related to their prepaid card services turned into a long, frustrating process because of poor internal processes and ineffective customer support.

Responses were consistently slow, generic, and often failed to address the actual questions or concerns I had raised. Instead of working toward a resolution, I repeatedly felt that the objective was simply to delay the process or push me away until I gave up. I had to spend far more time following up than any customer should.

The prepaid card service itself appears to be inadequately developed and poorly supported. If a company offers such a service, it should also have the knowledge, processes, and customer support necessary to resolve problems efficiently. Unfortunately, that was clearly not the case here.

What disappointed me the most was the complete lack of accountability. Despite the time wasted, the inconvenience caused, and the obvious shortcomings in the handling of my case, no compensation or even a simple goodwill gesture was offered. Loyalty seemed to count for nothing.

This experience has seriously undermined my confidence in A1 Bulgaria. I hope they invest in improving the quality of their customer support. As things stand, I cannot recommend them based on my experience and will most probably switch to another provider

При стартиране на услуги пишат допълнителни устройства за които не сте искали, така че когато канцелирате да ви вземат пари не сте върнали устройството. Много внимателно четете договора, даже въобще не се пишете при тях, направо канцелирайте при края на договора. Абсолютни боклуци.

Втори месец се мъча да им отрегистрирам един номер, който дори не е мой. Минах през три различни оператора в кол центъра, всеки ми казва различно нещо. Първият - "няма проблем, ще го оправим до 48 часа". Вторият - "трябва да дойдете лично в магазин". Третият - "този номер не съществува в системата ни". Идеално, значи защо ми пращате фактури за него? В магазина ме разкараха, че трябвало писмено заявление, което после се оказа, че можело и онлайн. Сметките междувременно си текат...

Oh yeah if u are a foreigner, avoid a1 at all costs

Catastrophique service in all Sofia

I went to the mall to just ask about a plan, and the guy basically lied to my face about the "unlimited" data speed. Now I'm stuck in a 2-year contract with internet that throttles after 10GB. When I tried to cancel, they asked for a huge penalty fee. Scammers. Read every small letter before signing anything with them.

Have been charged 25 euros for a SINGLE speed test over mobile network. It can Not get any worse . Customer service is beyond useless - there is NONE

Shit wifi, wifi doesn't even begin to work when 1 singular rain drop occurs and even without it it doesn't function well

At the A1 store in Popovo, I was presented with contracts and so-called “free gifts” without being clearly and correctly informed about what I was actually signing. It was not explained to me that these “gifts” were in fact paid services with monthly fees.

In addition, contracts and extra services were registered in my name without my knowledge. This included a router registered at an address where I have never lived, as well as several small programs and services that were added without my consent. In the end, I had to pay all associated costs myself in order to terminate them.

What makes this situation even more troubling is that once it became clear that I **do not speak Bulgarian**, this was taken advantage of. Instead of receiving clearer explanations and transparency, the information became even more limited and unclear, which in my opinion contributed significantly to these issues.

When I tried to resolve the situation at the same A1 store in Popovo, I was repeatedly refused assistance. Even the customer complaints department initially did not take my case seriously and did not believe my explanation, causing me a great deal of stress and anxiety. The majority of the problems and financial losses originated from this specific store, where the contracts were originally signed.

Eventually, I sought help at **another A1 store in a different city**. There, a staff member treated me professionally, correctly, and with respect. Thanks to his support, all unnecessary contracts were terminated within two months. I am now literally free of everything and finally have peace of mind — something that proved impossible to achieve through the A1 store in Popovo.

Due to this extremely negative experience, I **do not recommend the A1 store in Popovo**. I strongly advise future customers — especially those who do not speak the language well — to be **extremely cautious, not to trust “free” offers blindly, and to read everything they sign very carefully**.

Extremely greedy company. Ridiculously expensive for what you get. Even if you don't use the phone at all they charge you ridiculous sums.

worst ever wifi provider to ever touch the face of the earth im waiting for the contract to end so i can go get a diffrient provider

Avoid at all costs. They prey on people who aren't fluent to persuade them to sign contracts for internet that doesn't work. Telling them the items are upgrades, they are not, it is another new 2 year contract. They do not abide by EU law and allow 14 days to change your mind. You have to pay to exit even after 24 hours.
Treatment in the shop in Novi Pazar is appalling, they have no respect for customers, just about their sales commission.

Bin seit Mai in Bulgarien und habe leider einen Internet und einen Handy Vertrag bei A1 abgeschlossen was mir in der Seele weh tut. Habe stellenweise gar kein Internet oder nur ganz geringe Geschwindigkeiten.
Telefonische und per Mail nicht erreichbar. Die Mitarbeiterin im Shop in Balschik ist die Unfreundlichkeit in Person. Für alle nehmt einen anderen Provider auf keinen Fall A1

Awful quality of the services, buggy, many errors.. awful.. stay away

I had a horrible experience with a
A1 like many other people here.

I had a 24 month fixed contract, that I terminated per E-Mail to the customer service 6 month in advance. After the time ended. They continued billing me and first claimed they did not receive a termination on the contract. When I resend the document I send 6 month earlier they just talked nonsense about "too early" termination.

After now 4 back and forth it seems very clear that it wasn't a mistake but they are trying to cheat customers.

Never again any business with this company.

Ticket numbers for the customer services were

#88176, #44764, #85142

Имах ужасно преживяване с A1, както много други хора тук.

Имах 24-месечен договор с фиксиран срок, който прекратих по имейл до отдела за обслужване на клиенти 6 месеца предварително. След като срокът изтече, те продължиха да ме таксуват и първоначално твърдяха, че не са получили прекратяване на договора. Когато изпратих отново документа, който изпратих 6 месеца по-рано, те просто говориха глупости за „твърде ранно“ прекратяване.

След вече 4 преговори напред-назад изглежда много ясно, че не е било грешка, а се опитват да мамят клиентите.

Никога повече няма да работя с тази компания.

Номерата на билетите за обслужване на клиенти бяха

#88176, #44764, #85142

It is absolutely unacceptable that every single night the internet stops working or slows down to the point of being unusable, even after I upgraded to a faster plan. Despite multiple technician visits who supposedly “fixed” the issue, the problem remains the same — every single day and every single night the internet either cuts out or becomes extremely slow. For a company that presents itself as a reliable provider, this is completely unacceptable. I expect a permanent solution, not temporary excuses. Oh and don’t ever go into an office to ask for a technician, it will cost you 20lv. What a scam!

I called them for Wifi problems, the lady who answered told me she doesn't speak English very well and closed the phone on me.

Никога не почвайте работа там . Насилствено ще ви вземат пари от заплатата