Earth Broadband レビュー 2,183

Well I’ve had nothing but trouble with provider from the start. Today has just topped it off . I was emailed saying there was going to be an increase , of £5.00 ok I get that. But they said they would be taking £39.99 out of my account 3 days later ??? . Were has this £39.99 come from .. I emailed back to them to say no money should leave my account as i had paid on the 1st of the month . I received an email back saying they would look into it ?? No they have just stolen money from my account £ 39.99 . I am totally disgusted and angry !!

1 star because you cant leave 0.

Avoid at all costs. If you have an issue there is no telephone number, the chat in the app never works and you could wait days for a reply to an email. Far cheaper and better providers out there.

Paid my bill as per usual via DD on 1st August and they decide to take an extra £39.99 on the 15th of the month! Due to non-existent customer service it will be death by a thousand cuts trying to recoup this!

AVOID AVOID AVOID

Charged me twice for August £29.99 August 1st and £29.99 15th August - radio silence from customer service - they’ve turned off their live chat - Awful customer service

Having the same problems as others. Taken payment twice this month, no notice of price increase, asked for earth hero to be removed from bill still getting charged. Online chat shut down and no response to emails

We signed up to Earth Broadband via a price comparison website and chose them specifically for the fact that they promised no mid contract price rises. They have just given us 3 days notice of a 10% price increase (their own T&Cs state they must give 30 days notice of price increases) and sent a direct debit notification for a duplicate payment to be taken of the increased amount despite us having already paid for August. They then closed the online chat and phone lines (only method of contact is email which they are not answering). We have cancelled direct debit through our bank to stop this payment being taken. To make things worse they never sent us a contract. Upon simply getting a quote from another provider we were sent a threat of debt collection for early termination despite not yet having requested to leave and without having spoken to anyone on the matter after multiple attempts. We have reported them to ASA and Ofcom.

Similar to other people, they charged me twice within a month. They even close the live chat and not responding email since then.

It's clear to see that Earth have had an absolute nightmare with the price rise and subsequent billing error in mid-August, compounded by the fact they clearly don't have the resources to appease every single angry customer at once. I will say however, after many unanswered emails sent, I did receive a thoughtful response from James who has more than compensated for the mistake. They clearly do care, and I've not detected a hint of malicious intent on their part, as other reviews may lead you to believe. Although a customer-wide email explaining the situation would've probably saved them a few 1-star reviews... Importantly, the broadband itself has been fantastic since installation almost a year ago.

I have had no issues with Earth Broadband until now. I’ve been with them for just over a year and out of the blue I was sent an email saying I was going to be charged £103.98 with only 3 days notice before it was due to come out of my account, instead of my usual bill of £46.99.
There was absolutely no explanation for this sudden increase.

I have tried for days on end to reach out to them through email, as their live chat is conveniently disabled due to a ‘high volume of requests’. I’ve still had no response through email - there is literally no other way to contact them. Avoid at all costs.

I have been attempting to get in contact with them via email and live chat for weeks. Numerous issues have been left unresolved. I am looking to cancel the contract as they have violated their terms of service by not cancelling my earth hero subscription after requesting it months ago. The best response I’ve had is “we will get back to you via email” on the live chat and yet there has been no correspondence. Awful service. Avoid entirely

I've been a customer since March 2025 - Set up was a bit touch and go and it took a couple of months of repeated live chat messages/emails to get the Earth Hero subscription removed from our account. Connection and speeds have been decent, so I can't complain there.

On 12/08 I received a DD notification for £34.99 completely out of the blue. I paid my monthly direct debit of £29.99 on 01/08, so I was left bewildered as to why I'm not only being charged an increased amount, but twice within the same month.

I then received an email a few hours after this notification explaining that my bill has increased by £5 a month (a breach of the fixed term agreement). T&Cs also advise that 30 days notice will be given in light of any changes, which has been breached. Even if my direct debit was deducted as per the agreement at the end of the month, this would not have been the conditional 30 days.

I have tried to contact them via live chat (which has been closed since 11/08 am), via phone call (which has been disabled; conveniently the sales line is still active but they refuse to put you through to customer service) and via multiple emails to which I have received no responses.

13/08 update – I cancelled my DD for this unauthorised payment and have now been charged a late fee (even though this isn’t due until 15/08) and they’ve attempted to raise two further DDs to be taken on 19/08, which are unauthorised and will be blocked by my bank.

14/08 update - Live chat and phone lines are still disabled, and no responses to emails.

This review is my last resort in the hope that someone at the company might finally get in contact. I appreciate someone may have clicked the wrong button somewhere, but completely shutting down and blocking all comms is abhorrent and unacceptable.

signed up for broadband in February this year. Received an email a few days ago with an invoice for +£5 more than I pay currently, and also a due date of 15th of August (even though I pay on the 1st of the month and have paid for this month)

Only a day later I get another email telling me they’re increasing their prices. So not only did I get 0 notice, which goes against their direct debit guarantee, they’re trying to charge me twice in one month.

I’ve cancelled my direct debit to avoid the second payment being taken out and received an email saying I’ll be charged a £10 late fee.

Have emailed 3 times, have had no response and there is no other way to contact them. No phone number and no online chat

ABSOLUTE SCAMMERS

AVOID AVOID AVOID

Update: they’ve replied to the review to say it will be resolved but again, this morning I’ve been sent the wrong invoice and now 2 x £10 late fees on top !!!!

Awful company - avoid at all costs.

Signed up 3 months ago as they advertised no price increases during contract - my bill has just been increased 17% (while they still advertise the original price online). Oh and they decided to turn off their customer service live chat, don't have a phone number, and won't reply over email.

I'm not sure what has happened with this company in the last week, but it's all gone downhill the moment they notified a 16.66% price hike (£29.99 up to 34.99) with two days' notice of a direct debit. No invoice, just an email claiming they've "held it off for three years" or whatever. I've paid up to the end of the month and they're trying to double charge me more than 2 weeks early??

Like others have said, customer service has gone radio silent, and I've cancelled my direct debit. But I may have to go scorched earth and contact my bank if this bogus charge goes through. Something's gone 180° with these guys. Stay away until they get their shit sorted.

Terrible, avoid at all costs.

No way to speak to a human, even live chat has been disabled.

They are trying to bill me twice in one month and have given me 3 working days notice (a violation of the direct debit guarantee).

I am also now trying to switch to get away from a company that refuses to speak to their customers, but I am now having issues here. I’m switch through EE via OTS, but have just received an email demanding my cancellation fee also through DD, but given no due date.

Again, I’d like to speak to someone about this process, but there is no one at Earth to speak to you.

I have raised three complaints, no response and my bank has now informed me they have processed the duplicate payment direct debit for this month. Violation of the direct debit guarantee is unacceptable and will be reported to the FCA.

Disgusting!

I would give zero stars if I could.

Phone line and live chats are switched off, and my emails are not being answered. I’m a week or so past my ‘cooling off’ period, so I cannot cancel this service either. I was given no updates about why my router delivery has been delayed until I kept prompting them for updates. Even though they claim to notify you of any delays in estimated set-up dates.

Apparently, my router is coming today, but I can’t be sure, as I still don’t have a delivery tracking email from Earth or the postal service they use.

Extremely upset and frustrated by the customer service.

UPDATE (3rd September, 2025): They have completely stopped responding to my emails, still no router, no way to communicate through their "recommended" comms (live chat) and phone number. And of course, still no router.

Customer service is non-existent (Like, 'literally' non-existent!) Imagine being able to just switch off all customer contact - Earth has it covered!! For over 24 hours now they've actually switched off their Live Chat due to call volume (seriously!!). Want to call them instead?! Nope, sorry! Earth don't speak to customers. There is a single generic email address, so perhaps you could fire off an email, though you won't get an acknowledgement, I haven't. They also keep sending me incorrect invoices and then apologising for it. Yesterday I got another invoice for an amount I don't recognise, which would count as the second debit of my account this month - I only have ONE broadband service and nothing else. So, other than contact my bank I'll just have to hope they'll email me back when they can be bothered. I WILL BE CANCELLING MY SUBSCRIPTION AS SOON AS THE CONTACT EXPIRES. ABYSMAL SET UP.

Absolutely terrible service - absolutely appalled as I cannot get in contact with the customer service team through any methods. They've conveniently shut off their live chat, phones and not responding to any email. For my usual £29.99, I get an email saying that I am being charged £69.98 for in 2 days time (when the payment is meant to go out on the 28th of the month!).

Never got my free month of broadband for leaving a positive review - a company who doesn't stick to any promise.

The audacity to increase the broadband bill by £5 from this month is absolutely shocking.

Mess of a company - avoid and go for something mainstream rather than this company. Strongly considering making a formal OFCOM complaint about this service.

Great, helpful service

DO NOT TRUST THIS BROADBAND, THEY ARE SCAMMERS. I brought A 12 month contract from this company which started on July 26th 2024. I have spent 2 months trying to get this account closed, with relentless emails where they kept beating around the bush and not actually closing the account. They are trying to charge me a cancellation fee despite the fact I payed my full 12 months and didn’t close the account early. My account is still not closed, they have stopped replying to any of my emails and their phones lines and chat bot are shut down. They set up a new direct debit out of the blue for £87.96, a completely arbitrary number that has no correlation to my monthly fee, so after no responses to my emails querying the charge I closed my direct debit. They have promptly set up a new one without any communication with me and are trying to charge extra fees on top. I am now having to communicate with my bank to protect my money from these thieves. I really admired the intention of this company, and am immensely disappointed and have been caused undue stress through the whole process. KEEP YOUR DISTANCE

The company is not contactable for customer support meaning i cant stop an auto renew wich has increased the price drastically, they've got rid of there phone lines for this and disabled there live chat due to high volume of people meaning instead of helping there customers they just cut contact, do not use these under any circumstances. AVOID AVOID AVOID!