Earth Broadband Reviews 2,183

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!

Been with EBB for 15 months. A couple of teething problems at the beginning but they resolved them quickly. In the beginning, whilst not ideal, you did actually get to speak to someone by leaving an answerphone message (you got a call back within the hour). Then they changed to live chat only (which they switch off when it's too busy) and you're left with having to email them whereby you get no response. Whilst the speeds for me have been consistent, their actual customer service has become dreadful. Everytime I try to log into my account, it fails. So I can't access anything about my account. Then came the email notifying all customers of the £5 price increase. As others have stated, Earth prided themselves on the fact they wouldn't increase prices mid way through a fixed term contract. Well that turned out to be nonsense. I also got another email telling me they are taking £51.99 out of my account for invoice one never received and despite me having already paid August's bill two weeks ago. This company has got worse by the month as far as I am concerned and I'm glad my contract is due to end soon. I won't be renewing. Will update review when I will inevitably have issues with my exit in a few months time

UPDATE - After cancelling my DD, I have just received an email to say they have set it back up again without my permission. Reported to the financial ombudsman.

Internet went down yesterday morning. Could only email them as phone lines not active and webchat not active. Nobody came back to me (except to say my monthly charge was going up)! I have not incoming internet signal and today I have to travel 120 miles to work at my employer’s office just to get a signal.

Have had nothing but problems with them. They sound great at the beginning but cannot be trusted. When you sign up they ask you to leave a review for a discount off your first bill...that discount never appears. When you try and contact them it is excruciating with no replies to emails, live chat being shut off to all customers etc... When I had my go live date, the router they sent had not been configured so could not be used. When I eventually got through they said they would send a new router. Said it would be two days, look out for an email for a date...surprise surprise nothing came through. On the day (and I do mean the day) my go live date occurred, they emailed to say my bill was going up by £5 a month!! The whole company is embarrassing from top to bottom.

Am not happy price gos up and they want me to pay £70 two weeks before they direct debt is due and no way of contacting them this is getting ridiculous now you are still trying to take money when I have cancelled direct debt and you have set up a new one which I will be calling the bank and have you blocked now no more mr nice guy now

Awful company.

After signing up in end of june with a go live date of early july. This then got mucked around again and again by them claiming it was openreach fault, then my old provider, which I had already cancelled and ended with. Before then trying to lie their way out of it. After 3 weeks of no internet and constant communications with Ella. I finally had my internet live, which turned out to be as simple as them flicking a switch. The router was never needed and no new line ever installed. So I basically had no internet for no real reason other than their own mistake.

I was promised a month or so free and have then received an email today with a bill for £40.88, when my original sign up cost was about £27.99 and I also notice prices have also gone up. So essentially I am not only being charged way more than when I joined a month or so ago but my first bill which should include at least the one full month free, has now turned out to be nearly £14 more expensive.

Moreover they cancelled all web chat as well so the only way to respond and complain is via email.

This company are a bunch of crooks who lure you in by claiming to operate sustainably and plant trees etc. Though I don't believe a single word of this or their supposed green message.

I am requesting out of the contract snd have reported them to trading standards

Dont go near them

Company is the worst broadband provider I have ever dealt with. Uncommunicative except when they want to increase payment (despite bringing you in with no rise in fee for the duration of your contract guarantee.) No way to contact them via website, telephone and live chat unavailable. Non contactable via FB, Instagram etc. Even posts on LinkedIn and FB which are negative seem to quickly disappear despite their factual non aggressive nature. Any positive reviews or posts seem to be supplied by their own staff. Would strongly recommend avoiding.

NB Company has a charge placed on it according to Companies House!

I really liked the first year of service, like others have said in their reviews, I came over from Virgin media's atrocious service after they kept delaying the installation.

may 2024 - may 2025: Year 1 with Earth was great, any issue I had whether with router or speed, they were "quick" to get in touch and help out.
near the end of the contract (May 2025), I reported an issue and it was resolved quickly so while I already had a ticket open, I asked if I could sign up for a new contract, Earth said:
"Now that your speeds are back on track, we’d be happy to renew your contract for another 12 months, with your current price locked in for the full term.
No changes, no surprises, just the same reliable service moving forward."

this is where the negatives start (May 2025)
one and a half months on and I missed a couple calls, when I tried ringing back, it was from earth (which was strange as they were aware I prefer emails) and when I emailed them asking what's up I got no response.

Now today, I got my monthly direct debit reminder and the charge had gone up, I sent them an email in response asking why the direct debit went up, to which I finally got a response... a generic email like "to all our wonderful customers..blah blah blah...Your monthly price will increase by £5.00... we regret to have to...blah blah blah"
A price increase is NOT inherently bad but the way it is handled / implemented matters, I was given zero warnings and was only informed AFTER they changed my direct debit.

Fyi their website doesn't even reflect the new cost.

Update, 5 hours later, reduced rating to 1 star from 3:
I cancelled my direct debit due the non-informed, rather last minute increase. I've now been issued a late fee (for a bill that isn't due for 2 more days)

Update 21/08/25 - New provider called me to say Earth Broadband has NOT given them permission to take over the Openreach line.

They quoted a price online of £25 when I signed up it went to £32, now they have emailed me telling me that they are going to add another £5 from now on! They also told me that they had told virgin media that I was leaving them but they didn't so I ended up with a bill of £76. I for one will be glad when my contract comes to an end!!

This Company has an appalling customer service. I have read some positive reviews which, frankly, astonish me. They have never answered the phone to me in 6 months - you leave a message and if you are lucky they will phone back. Now (Aug 2025) they have disabled their phone line - apparently their customers prefer to use webchat!! The recorded message tells you how to access their webchat except there is no route that I can see to actually initiate a chat once you get to their website. Terrible service which doesn't deserve the single star which you have to give in order to write a review. Just for clarity, I had problems with contact in the initial period after contract when the service wasn't installed when agreed. Now I have an irregular invoice for a sum of money which is not owing and I can't contact them to query or stop it.

DO NOT USE

Really poor service ... several issues with speeds , ( rectified myself with another providers Router) after receiving 3 from Earth!

Payments figures incorrect for whats already been agreed and previously paid not just a couple of quid per month but 16.6% increase.

Not allowed to contact them via Phone - Only by chat box which today they turned off as they were too busy and suggested emailing .

Not all emails were responded to previously. Things not followed through

need out,,,

earth broadband got in touch and apparently fixed all of the issues and gave a refund for the over charge. i believed it to be all sorted until they bill me for next month and it has gone back up to £35.99 compared to the agreed price of £27.99 not only that i have already paid for the months broadband i am being charged again 11 days later. this shows they have completely ignored and lied about the changes they were supposed to make to the billing. once again trying to scam me out of my money!

I’ve been with Earth Broadband on the Sapling 115MB plan (£33.99/month) for months now, and the experience has been nothing short of appalling.

Speeds far below guaranteed: The plan promises an average download of 87–109Mb and a guaranteed 55Mb. I regularly get under 30Mb – often only in kbps, making working from home almost impossible. My work takes 2–3 times longer due to constant buffering and dropouts.

No real customer support: I’ve been waiting 11 days for a manager to contact me via message, email, or phone. No one has called. My messages are often marked “resolved” without resolution. The only time someone phoned was to arrange a replacement router, which didn’t fix the issue.

Billing chaos:

July: I was refunded one month’s payment (£38) after a complaint.

For 4 months, I requested a change to my direct debit date – ignored every time. Instead, they charged me late fees, which they later refunded.

August: They attempted to charge me £97 for “late payments” and “two months unpaid” despite me never missing a payment.

Pushy when you try to leave: I never requested to switch providers, only looked into Sky Broadband. Yet, Earth Broadband immediately sent me a breakdown of early termination fees as if I’d formally given notice.

I originally chose them because of their eco-friendly message, but the reality is non-existent customer service, slow speeds, and endless billing errors. The only thing that arrives quickly is a bill.

If you value your time, money, and sanity – avoid Earth Broadband at all costs.

Ella has been incredibly helpful and done more than enough to help me with any problems I have been having or queries I’ve had

Ella did a great job at getting my move sorted

Earth Broadband has been faultless since I joined. My speeds are always consistent, even during busy hours, and my invoices are clear, accurate, and easy to access via email. I contacted customer service once to update my details and they handled it quickly and professionally. It’s rare to find a provider that gets all three right, speeds, billing, and support but they do.

This is a scamming company they change your price from the quote you got also there cancellation fees and unbelievable. As they want to trap you to be with them if you leave them you will have to pay all the money you on how many months the contract is so all your monthly payments. YOU will have to pay to leave also more cancellation fees for leaving. Its just a scam company I dont recommend.

I managed to speak with someone fairly quickly and they responded to my queries comprehensively.

Earth Broadband are scammers. I have email proof clearly showing they stated my cooling-off period began on 05/06/25, yet they continue to ignore it and avoid addressing the issue. I’ve sent this to them multiple times with no resolution. They offer no phone support, and their “customer service” is just evasive and dismissive. They rely on bullying tactics instead of accountability. Do not be intimidated by this poor excuse for a company – stay away and save yourself the stress.

Ella was very nice and helpful.