4thutility レビュー 9,740

I'd got a problem with broadband speed. As my security camera wouldn't record or catch anything phoned customer service. he was knowledgeable talked and advised me possible cause. In the end he advised me to move the sync modem closer to camera or connect it to an wifi extender I did just that and problem solved thanks for the help.

Easy to talk to’ helped sort out my problem & put my mind at ease.
Thanks!!

After receiving the wrong information from 2 consultants Martin explained it throughly and correctly thank you

I took the call from Mike as a follow up to a web search I did yesterday but had a query about the installation of the new fibre router. Mike was able to answer my query & completed my application for new broadband service without any pressure and explained everything to my satisfaction.

Just signed up with this, for me, new Broadband Internet provider.
Speaking to Cole, the process was clear and unambiguous. All my questions were answered in an unhurried and friendly manner. I am now waiting for a new router to arrive and go 'live' on their network. I hope that the network experience will be as positive as my initial contact!

Martin was great today! Although my internet could not be restored today he was fantastic at going through all the troubleshooting and he was very polite and easy to talk to. He made it clear about the next steps and hopefully getting my internet back up and running!

Mike was incredibly friendly and helpful, answered all my questions clearly and gave me a mind blowing discount on top!

Chris Thorpe was very helpful in getting us a decent deal. We'd been with Virgin media (in all it's versions) for over 30 years but their prices have become unaffordable. This is City Fibre so will be as fast.

Friendly and very helpful

Jill was so helpful and reassuring, so I'm so pleased to have signed with RISE
Looking forward to getting rid of my current provider as they have been terrible
Thank you Jill

Avoid 4th Utility - Terrible Customer Service and Unfair Charges

I would never use or recommend 4th Utility again.

In January, I contacted 4th Utility to inform them that I had moved out of the property they supplied broadband to, as I needed to move in with and care for my father, who has cancer. My father already had broadband at his property. We sold our house and completed the sale in February 2026, and subsequently purchased my father's home as he did not want to move.

When I first called, I explained the situation and was advised that, given the circumstances, they may be willing to waive the early termination fee. I was asked to provide evidence, including a solicitor's letter and a utility bill. At that point, I did not yet have a utility bill in my name, but I provided the solicitor's letter as requested.

Despite this, I continued to receive messages demanding payment of an early termination fee. In May, I called again and spoke to another member of staff, who advised me to send additional proof documents. I did this twice.

Months later, I am still receiving automated messages demanding even more money, including charges for broadband services after we had left the property. I have repeatedly provided proof that we no longer lived there and that the broadband equipment was disconnected, yet nothing seems to have been properly reviewed.

The biggest issue is the complete lack of communication. Every time you call, you get a different answer. Staff do not seem equipped to deal with situations that fall outside standard processes. There is no direct point of contact, no meaningful email support, no live chat with an agent, and no way to properly dispute incorrect charges. The only option presented is to make payment.

Providing the paperwork they request has achieved nothing, and repeated phone calls have not resolved the issue. Instead, I continue to receive automated demands for payment with no explanation and no apparent review of the evidence submitted.

To make matters worse, the broadband service itself was poor, with unreliable WiFi and disappointing performance throughout the time we used it.

This has been one of the most frustrating customer service experiences I have encountered. Avoid if you value clear communication, fair treatment, and responsive customer support.

Amazing customer service by OLU, he understood the issue and customer sentiment. And resolved it with satisfaction. 5 star service by OLU.

Still only getting 600Mbits on a 1 Gig fibre install 4th utilitiy, your respone was to contact the very department that openly laugh and scorn you. No thanks.

I am taking alot of photo's of my speed using various speed tests to collect data on your net speed issues. I also do not appear to be the only one suffering this issue. The 1st 2 weeks my speed was 1Gb now it's 400Mbits slower after that period. Your response was to talk to the very IT department that openly doesn't want to fix any issues. Your phone system suck, complaints suck, with a generic blah blah as a response.

I am collecting this data because i want Rid of this terrible service, and I hope other people who maybe thinking of joining you, go elsewhere.

Prices are cheap for a reason, locking you into a 2 year contract and forcing you to pay exit fees, is the name of the game.

I just contacted customer care and Shay was incredibly helpful. He went above and beyond to solve my issue and share the right information. I would like to say a huge thank you to Shay personally and to the entire customer service team for the great support. Highly recommended!

Absolutely atrocious customer service and internet service.
I took out a 12 month package for £31 last year and upon installation the speeds and coverage promised was not delivered. The Icotera router is rubbish and the coverage in the house was awful. I previously had Virgin with a slower speed package and in the same property it was comfortable to cover all areas with no drops.
I called to request for help on numerous occasions and was told an Engineer would call to visit to investigate why it keeps dropping connection and speed. Nobody called and nobody visited which just means get on with it we don’t care if you are satisfied or not.

I raised a complaint on their website and got no feedback or response. Left with no choice but to suffer with the poor service.

As we approached the end of the contract got a phone call from retentions team numerous times to extend, LOL. I told them the exact same thing that I will not extend and I have not heard back regarding my complaint to which they all go quiet and are unable to see on their record, I have the reference number.

On one phone call I lodged the complaint again and the rep told me someone will be in touch to go through this and nothing happened no phone call or email.

Yesterday, I received an email stating they will take my DD payment! Absolutely ridiculous when I have requested to cancel on April 10th well before the 30 days notice they require.

I tried to call them but they only work Monday to Friday lol.

There’s no email to reach out to them.
I lodged another complaint online on their website.

Avoid this company like the plague. Worst customer service and frequent connection issues with no resolution. In this day and age to not have online support is atrocious and no email to contact support?
You will also be waiting a long long time on the call line to get through.

I am now looking at the next steps to complain to Ofcom.

I have been with them for a long time now and I’ve never had any faults or issues .. I think they are excellent and highly recommended

I set up New direct debit for my 4th Utility account. Got the confirmation email about the new direct debit. And then the money was taken from the other-direct debit account, then once it was taken I thought fine great. Two hours later I was cut off. I’m hoping they will see the mistake they’ve made and sort this out as I needed it. Here there’s elderly persons with dementia and needed it for the intercom if have a fall. I’ll update later with the outcome, after I’ve spoken to them

I waited for almost 20 minutes to get through despite being #1 in the queue for over 10 minutes. I explained my issue have the operative my phone number and was then cut off. Issue not resolved at all and I am too anhry to sit on hold for another 20 minutes.

Excellent service

Had alot of problems with 4th utility. Today I spoke to a guy called Kane, he was brilliant! Let's hope the upgraded router sorts my connection and bad speeds out.