Earth Broadband Reviews 2,183

Very helpful and quick responses from Ella today

We had an error back in November that took a month to resolve was offered a months refund- never received.

Cancelled service in June after a year - wasn’t cancelled was tried to be charged for another month- requested support who said they’d cancel it, recieved two more emails stating our monthly charge!

Live chat again - SAME AGENT MIND!!- finally apparently cancelled - received another email for a moths charge - had to immediately cancel the direct debit as I’m not paying for a service I cancelled in June!

Tried to ring - got through to the call centre who was unhelpful as they don’t deal with anything but sign ups- gave me another number to ring - surprise!! Doesn’t work, they’ve cancelled there inbound calls in preference to “live chat” which is all but useless tbh.

Had to fight for the £60 router fee to be waived cause I sent the router back early July - ya know - when I cancelled the service!!!
Still apparently have to pay a £35 disconnect fee !!

Update 15/08/25 just discovered that on the 3rd July 6 days AFTER I cancelled the service we were charged £51.98, which was never refunded despite being assured it would be and a FURTHER £106.98 STOLEN from our account after cancelling the direct debit from fears they would take our money for services we didn’t receive after they FAILED to cancel we have discovered THREE payments stolen from us on the 5th August. We are now contacting the police and OFCOM for theft! AVOID THIS SHAM OF A COMPANY!!

Still have had no real response after filing a formal complaint on the 8th August. Just a “ we will investigate” NOT ACCEPTABLE AT ALL

Update 19/8/25 - had an email response that was NOT related to my complaint emailed again with this is not issue and my issue is the £158.96 we are missing! Was offered only £71.98 ( August payment and the waiving of the “2 £10 late fees” as a “good will gesture” ) ABSOLUTELY NOT. We cancelled with you on the 30th June!!! You then charged us July - and said we didn’t cancel despite the evidence. And when I messaged on July 29th and FINALLY cancelled and also cancelled our direct debit due to multiple emails saying I would be charged £ 51.98 and a £20.00 and £35.00. Which was later taken from our account on the 5th August !! UNAUTHORISED!! Despite being assured by Riley we wouldn’t be charged - we were - you owe us £158.96 plain and simple. Return our money ASAP!!!

Agent Ella who failed to cancel our service when we originally requested in June. And then lied and said we didn’t and then “cancelled it in July” and Agent Riley who assured it was an error and we not be charged. And also Riley who emailed a a silly little “ we will investigate” email. Back to Ella who replied to our emails with an issue we had NOT raised, and then offered us a measly £71.96 of our stolen money back and played it as a good will gesture! Shame on you both!

25/8/25 sent two follow up emails today to one to Ella, and one to James and Luke after a week of silence from the initial offer of £71.98 as a refund which we’ve declined as we had £158.96 stolen and want the exact amount back!

Will absolutely be pursuing this with CISAS who we are in contact with already over this, as the stolen money from our account put us into an unauthorised overdraft and are being charged interest on.

genuinely the worst company I have ever dealt with in my life. they took 2 months of payment without of supplying any wifi at the beginning of my contract and now that its done, they have taken another months because the customer support I was email forgot to cancel it. it s a completely shambles company run by people who do not know how to support customers. they have turned off their phone lines and now refer you to a live chat in which no one checks/ responds to . and as previously mentioned, there is no use ensiling because they will tell you that its all be sorted just for you to get charged another month after. shocking, useless and at this point disrespectful.

Reliable and quick internet with enjoyable customer service can’t complain.

Great customer service, quick and easy to solve issue

For me the testing time for these companies is at set up, changing address or when there are technical problems. In between they just tick along. I really wanted Earth to be better than the bigger more established companies. They aren't.
I moved house recently so needed a switch of address. It is only possible to communicate via the app and live streamed conversations.
For a dyslexic that is immediately hell.
I moved into recently refurbished accomodation, knew there was no functional phone connection point, and told them so. They didn't believe me. On switch day they sent messages saying "just plug the router into the phone socket" I told them there wasn't one, they insisted there was. Hours later they acknowledged I needed a technician and booked one for 3days later - which was not bad. But I sat in all that day and they didn't not turn up. Nor did they contact me.
It got worse. Earth promised an engineer would contact me to make date to visit. Instead they contact saying they were sending me a router (I have one) and giving me a new go live date which once again they expect to do remotely. Which still can’t work as there is still no functional connection point. With still no prospect of an engineer they are setting me up for another whole wasted week with no Wifi. (And still charging me for the privilege)

My internet connection is amazing working very well never have problems with it. I recommend 100%

I’ve had a terrible experience with Earth and will not be using or recommending them to anyone in the future.

Throughout my time as a customer, I’ve repeatedly received incorrect bills, causing constant worry that I’d be overcharged. Every time, I had to chase the issue myself, which became exhausting.

Trying to cancel my broadband has been even worse. My contract is ending, yet the process to leave has been far more difficult than it should be. I was told there wouldn’t be a disconnection fee—only to find out later that this wasn’t true. When I questioned it, I was shut down by customer service and given no real help or explanation.

On top of that, I was told to return the router (which is fine), but being charged just to send it back—and facing a large fee if I don’t—is completely unreasonable.

These are just a few of the problems I’ve experienced. Overall, the lack of transparency, hidden fees, misleading information, and poor customer support have been extremely disappointing. I’m sharing this to help others avoid a similar situation.

The registration process was super simple and the customer service being prompt and helpful has made all the difference.

I previously left a really positive review for Earth, but I've now been left with a really bad taste in my mouth following really poor communication around my switch.

Earth CS have told me repeatedly for the past week that they will email me "soon" to update me about my switch. I've heard from Openreach and from my old provider multiple times, and I was fobbed off by Earth just as many times when asking them to confirm my switch is completed. They have now marked it as completed on the wrong date.

If you want switching providers to feel like pulling teeth then by all means go with Earth.

Ella was extremely helpful. Her answers were fast and on the point. Also her patience is tremendous. I am very thankful for her support. Thank you again for your excellent support and understanding.

I'm new to Earth Broadband and I have had few questions regarding billing and payments. I contacted the Earth Customer Service via live chat and got my answers very quickly and exactly what I wanted to know. Thank you for your help.

Wonderful - bravo

I find earth broadband is worth the money I have not had any problems at all my daughter thought I would have to get a strong download speed for he to play her game's on but the speed is efficient enough
for her to game not dropping at all very good service and excellence customer service

Great connection, no issues after a year of use.

Reliable and quick wifi,
Fast replies from the company if I’ve had any queries.
Do have to be careful to unsubscribe from the automatic charity payment if you don’t want to pay it each month.

4 months of issues, no resolution.

Awful ping issues making it impossible to do remote work, after 4 months of emails back and forth the issue still has not been fixed.

Engineers decide to just not show up for appointments.

The search for a decent internet provider continues...

Edit:

5 months now, no fix. They are trying to charge me £275 early cancellation. I've had to get a new provider as Earth Broadband simply isn't working for me. Lack of support. On top of that they're upping the charge by £5 a month

I was able to get a 12 month contract (they have now removed this option) and it was cheaper in comparison to competitors. The connection ‘go live’ date was delayed by a month due to issues and I was not charged for the first month - they were not able to adjust my contract to 11 months and they charge a cancellation fee, disconnection fee, personal charges for return, and require you to continue paying for the contact after cancelling. They will charge further if the box is not returned within 7 days of the contract ending. All of these costs add up and are not easy to find when signing with them.

They have drastically reduced ways to contact them since I first joined. They no longer have a phone line and their email is tricky to find. They want you to use a live chat option which takes a while to get a response after each query and ultimately wasn’t helpful. I discussed when I wanted my wifi to be disconnected in the live chat and this wasn’t communicated (there are additional charges if you don’t give 30 days notice). They also used to have a portal where you can track details but this has also been removed so I have to go to live chat to find out any simple information.

They even tried to make me stay after i have already moved out and chose another broadband.

I would not recommend this broadband due to the number of hidden fees and it being nearly impossible to contact them.

Ella explained how to get things sorted and was more than helpful, absolute legend