Earth Broadband Reviews 2,183

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."

Would give no stars if I could.
They have taken more than twice the stated amount without any explanation and prior warning. Sending me into an un-arranged over draft. When I’ve attempted to get in touch no one had bothered to reply apart from one useless automated email.
I am so unbelievably disappointed and frustrated with how this has been handled and will be looking for a new provider. Would not recommend.

Over this last 5 months with EarthboundBand broadband provider I haven't really had and major problems until.. last week when we as the costumers were double charged and left in the dark about why.. all customers services systems were offline and email was the only way to contact them, after many emails I was finally answered and given an update and an apology. My trust with this company was almost broken but thanks to Ella I am confident to say that Earthboundband do infact care about their customers.

I signed up with Earth broadband earlier this year. They were well priced and the set up was efficient. Their customer service to date has been excellent; they are honest, reassuring and fair. I would certainly recommend them.

support is rubbish.
don't respond.
they stuck up prices with zero notice, not even an email to let me know they were changing it.
The broadband worked ok with occasional router/modem restarts.
paying to leave early as can't even log in to the 'portal' to talk to them

Really helpful and understanding customer support, Riley was incredibly helpful for us in helping to sort an issue.

Until this month the Earth service was fine. However I the received an email announcing an immediate price increase of 17%. I served notice to end our contract under the terms and conditions but there has been no response. This is a company that has pledged no mid term increases that costitutes a broken contract. They the do not respond when challenged. Something is badly wrong here

Despite placatory emails from Ella and Luke, EB still has £39.98 of my money and hasn’t refunded it.

This should be the priority.

EB, you really can’t hide behind this by just apologising to customers and still overcharging them, and getting others to write five star reviews suddenly.

Maybe your company doesn’t deserve to be operating if you can’t get something of this magnitude right. You are right Ella - you wouldn’t be in existence if it wasn’t for your customers - so your customers are your first priority.

Last night and this morning I’ve had a number of emails from EB including attempting to set up a new direct debit without permission.

For the umpteenth time, my contract ends on 31/8/25 and you will not keep charging me along with late fees despite already robbing me this month.

It’s a mess. Sort out your company and your go cardless system immediately.

Luke - word of advice - focus on Earth Broadband rather than starting up Earth Consultancy and Earth Mobile. You need to focus on the elephant in the room or you will lose everything. Don’t try and grow so fast by thinking bigger. Nurture what you have.

Refund and compensate your customers. The Earth Broadband Issues Facebook group has 37 members in two days and is growing every time I look at it.

Absolutely gobsmacked at the way this company is continuing to treat its customers. Poor customer service, their explanations for alleged 3rd party issues just don't add up, despite their assertions they are 'fixing things' customers continue to experience difficulties. Go to the Facebook group Earthbroadband issues to see the real experiences of customers.

I signed up for a 12 month contract with them and despite the contract finishing continue to be charged by them. I have tried contacting them but am getting no response through email or through their live chat which they are saying is closed.

They were more than keen to call me when setting up my WiFi but are refusing to be contacted when wanting to dispute and cancel my WiFi. Awful

Excellent broadband and a really good company overall. Probably the best customer service team I've ever sent a query to.

Only been with this company since May and everything has been fine, then in August two payments were taken, I was confused as to what had happened so I emailed to advise, and for an explanation.
I received a reply within a short time
explaining that this was an error on their part, everything was explained as to why and how
it had happened.
I was given the choice of a refund or paying nothing for the September payment.
I was amazed at the sincerity and transparency of this company they admitted their mistake explained how and why it had happened and dealt with it very quickly and fairly. What a great company, I would strongly recommend them, I really can't fault them so far.

In the past few months they've wrongly billed me twice for services I didn't even sign up for. This week they billed me twice in one month - the second time less than 2 weeks after I already paid for the month. On top of this they have given me 0 days notice which is a violation of the direct debit guarantee. To add insult to injury they then hit me with a £10 late payment charge when they take the money.

Judging from their responses on Trustpilot the latest charge was another big billing error from them. They seem to have only apologised on here, there has been no email sent to users explaining the situation, and there has been no apology on their website.

There's no way to speak to anyone, and even live chat has been disabled, the only contact with them is via an email address that is rarely, if ever, responded to. Emails to their support asking for information generally go unanswered. I've asked 5 times to cancel the service and there's been no response.

To conclude they are easy to sign up to but they mischarge you, or charge you twice, and slap on late fees. But try to cancel and good luck, as they just ignore you.

Some of the worst customer service I've encountered.

Riley was very helpful and professional in rectifying a billing issue for me.

I had an issue regarding my billing and Earth sorted it out extremely quickly. They even offered me a great compensation package as an apology. Ella from Earth, who responded to my emails, was very helpful and attentive. - Tom

There was a problem with my bill and as a result of this I was given 2 months free broadband and 10% of my next bill
Riley was superb in sorting this problem out.
Would defo recommend anybody into signing up with earth broadband

There was a recent error with my last bill. Ella was quick to respond to my email. She apologised sincerely and has offered a deduction in future bills.
I wish all companies were this efficient in dealing with grievances!

Riley fixed my issue regarding my direct debit very quickly. Great service

Had an issue, got sorted straight away thanks to Ella. Great service.

I had a problem with my bill and Riley very kindly got it sorted for me excellent service