Earth Broadband レビュー 2,183

How can a business operate without customer service? I call and told to use live chat as the best means of communicating. I go to live chat and it is closed down `due to high message volume`. This remains the case after 1 week. I send an email to terminate my contract which is now up after 12 months and get an immediate reply from `Ella` asking if I wish to transfer... er NO. I politely explain this and then ...... nothing. I also realise now why they push for an early review, and that's because you will feel differently when you try and end the contract.

Great environmental intent, but you are miles away from the other internet providers!

Stay away from this company!
I got charged 4 months in advance when I signed up, standard DSL speed (80Mb/s if you are lucky), phone support turned off towards the live chat, and live chat turned off to an email address!
Emailed them 3 weeks ago, no answers. In the meantime, I got charged right in the middle of the month, two weeks away my direct debit and my bill went up with only two weeks notice!

Great customer service since the get go! A small but busy team at earth but always make time for their customers. A recent issue was remedied quickly and fairly. Nice email received from Ella in their customer service team explaining and fixing the issue. 💚

I would have put 0 star if possible. Mishaps after mishaps including wrong date of router delivery TWICE despite clear instructions (still haven't received it), no engineer showed up at the appointment, support chat deactivated, no response to my emails. I'm paying for nothing because unsurprisingly they didn't screw up direct debit.

I received a response to my email straight away. I had a problem with my bill, Ella was extremely helpful and I didn't expect to have it sorted out so quickly. Thank you!

Had no service for 4 months
Still trying to bill me direct debit even though I stopped using them in June
Tried repeatedly to cancel as I had no service
The worst ever company
Do
Not
Sign
Up

Fast and friendly communication when faced with a billing issue. Ella was very helpful!

The team of Earth Broadband is really helpful and works hard to solve any issue that comes your way.

They are a small team so they do struggle with time sometimes, but I have eventually always gotten a solution from them. Ella, in particular, is always available to help and provide solutions.

Mid-contract rise of £5, no customer support.
They gave me three days' notice for the increase. Industry standard for mid-contract price increase is 30 days minimum, and the customer can leave if they disagree with the increase. In their Terms and Conditions, section 13.3 states "We will provide at least thirty (30) days’ notice before implementing any changes to the Agreement, ..." Nowhere in the price increase notice did they mention that it's mandated by law or from suppliers, so it doesn't apply.
Also, now my price is HIGHER than if someone were to sign up today, for the same plan. Makes absolutely no sense.

Transfer date 10th June. Today’s date 25th August. My service has not been transferred and I’ve had no explanation/communication.
Plant mangroves, fantastic! But you are primarily a broadband company?

The customer service has been great, I especially appreciated Riley’s help with dealing with a recent question. His honesty and swift response made it an easy solution.

They have increased the price of my contract by £5 per month - mid contract so I can’t even leave.

Ignores emails, terrible service! I got conned into paying for their ‘earth’ extra payment for the planting trees. While I’m happy to help the planet, I want it on my terms and not at the cost I was paying. So I asked them to cancel it. I was still charged so they said they would refund it, to which they didn’t and then processed to still charge me again! The broadband is awful and often completely crashes out and I’ve never got the minimum WiFi connection speed they guarantee! I’m now stuck in a contract that if I leave early my effect my credit rating!

Have received quick and helpful support after speaking to Ella. Im very appreciative.

We got this service for university, after moving out we wanted to bring it to a new flat and they couldn’t provide the service after back and forth about them not following OFCOM guidelines they then proceeded to charge us every month when they agreed not to. I then found a resolution they then made me wait 3 months for WiFi as they kept booking the technician in incorrectly. They then kept putting in mandates to start direct debits even though they had promised not to until the service was activated and now they’ve charged me £35 and blanked my emails. The worst company I’ve dealt with go with the main stream companies instead. Oh and the service still isn’t on yet.

Earth Broadband haven’t responded to me for days.
After being unable to set up our service quickly (through a delay in Openreach connecting our building), I was then double charged and left in the dark with a temporary connection that did not work. I then emailed to for assistance to use the temporary network and was left in the dark with no response.
I then emailed to cancel the account with no response.
I got a refund for the charge through my bank and have cancelled direct debits to EB but no matter how many times I cancel, they automatically get set up again to take money from my account for a service I cannot use and cannot contact anyone to cancel (the support app chat and phone lines are closed).

Extremely disappointed as initial contact with the team was great and I was excited about the service.

They completely trap you into a plan and never let you leave. When the time of your contract is over, they never send you an email saying it will auto renew or give you the option to cancel. Instead of responding to any of my emails they just send me invoices for random amounts every couple of days, and threaten to contact debt collection companies if you don’t pay it. Avoid at all costs! Complete greenwashing and the broadband was terrible.

Edited to add (see original review in quote marks below)
Long story short, Earth have threatened me with a 3rd party debt collector to recover the "debt" I owe them after reclaiming my money directly from the bank, WHICH THEY TOLD ME TO DO.
Since Earth double billed me despite actually owing me a month of money, they apologised for the mistake, and offered me a free month or a refund, and when I pointed out I was already owed a free month, and that they took MORE money than the usual bill and therefore owed me a refund and a free month, they once again went radio silent, then announced "exciting news" and have seemingly sold off/given up responsibility of management of my bills to another company called home telecom, and never responded to me again. Upon being billed by this new company, I showed them evidence of Earth's promises to me, and they cancelled my next bill, but told me Earth had informed customers (which ones? certainly not me) that they should seek a direct debit indemnity claim from their bank. So, I claimed the money back from my bank, successfully, and now Earth are threatening to pass my "debt" on to a third party debt collection agency, to cancel y contract and charge me for the pleasure. By far and away the worst customer service experience I have ever had in all my life. Buying cheap turns out expensive in the end. Avoid Earth like the plague.

"Initially earth seemed to be a reasonable operator, but this month two things have happened that really annoyed me.

First of all, I moved house, and they told me the line would be set up automatically, however when this turned out not to be the case, I got in touch and they arranged an engineer visit, and promised to void my next invoice. Instead of this, I was invoiced early and for an extra £5!

Which brings me to point 2: 8 days ago, they sent out an email announcing a £5 monthly price rise, when their promise upon signing up for a 1-year contract is no price rise. They knew this would annoy people, as since this email was sent out, the live chat is mysteriously temporarily switched off, due to "experiencing a high volume of requests" (for 8 days? Really?) and they tell you to get in touch via email, which they are not responding to... Dishonest and cowardly customer service."