Monkey Tree Hosting (MTH Networks) Reviews 60

Very poor customer service!!!

We are without internet since yesterday (Thursday) and we have been told that we have to wait until Monday for them to send an engineer. We have explained them that both my husband and I work from home but they simply couldn't care less. Cheers for that!!!

Initially I thought this company was good, but their customer service is beyond poor. They close incidents/tickets without fixing the issue or contacting me. I can only think this is to make the statistics look good, but what is most important is the customer experience, and that is poor.

This service has to be one of the worst I have ever encountered. Without fail every month I have had to contact them for no internet service. Yet again got home today and no internet, followed what their email said to reset for ten seconds and this would resolve it, still no internet and now have been told will have no internet until further notice. Paying for a service I can't even use.

I have used MTH for around 2 Months so far and the internet service is fantastic, ~1024mbps down and ~678mbps up. They ship a rather poor / average TP-Link all in one gateway router that is insufficient for the speed of my package but once replaced with a decent unify gateway router (not all ISPs let you use your own hardware) the throughput speeds and latency are great. ~9ms to google / cloudflare DNS. I don't think they deserve the amount of negative reviews from non technical users, however I have not had reason to contact there customer services yet.

I have used the services on Monkey Tree Hosting for more than 2yrs & previously given them 5 star ratings.
However I'm disappointed that they haven't chased Sky sufficiently to resolve my current problem with streaming. I hope this is only a blip in the normally good Monkey Tree Hosting performance & pressurise Sky to resolve the streaming problem today!!!!

I have been with MTH since septembre 2021 until August 2024. The fiber internet works well although it is slow at time. But now I have left.

A while after my one year contract ended they increased my monthly payment.
But recently I have found out from their website they have reduced the price of the internet package, apparently since April 2024 (if they telling the truth) without passing on the information.
So I have been paying more for a while now without knowing it.
I have asked one of the manager to contact me back, and they never did.

So they might not be an honest company after all.

Customer Service staff are friendly but since day 1 I have not been receiving the boradband speeds that I should be receiving.
They did raise a ticket for this which I appreciate but it has been nothing but tiring trying to get to a point where I can get the speeds I'm actually paying for.
There's been no talk of offering me a refund on the extra I'm paying but not getting.
I've been liaising with the Customer Service on and off for weeks. It feels like it'd just me doing all the work.
Whats made it worse is the online portal for the issues, it crashes, times out, says its gonna close ticket if you don't reply in 48 hours and now I have tried to send through screenshots but wont let me.
Feels like its one thing after another.
People seem ok but I'm not getting the service I'm paying for and I don't feel they are doing enough to try and get it sorted.

Worst Wifi Ever. Every other week its something new. Constant disconnects, bad streaming quality, bad connections. Office hour assistance in a 24hr bussiness? What a joke.

This Company is crap I don't recommend them at all. I join them in May and from that time my internet is slow Wi-Fi signal is very bad, costumer service is the worst part, you ask some thing they answer with a different subject. Is cheaper that Virgin Media but the service is horrible stay away from this people
If you want good internet connection join Virgin Media or get mobile unlimited from Vodafone

Ordered broadband from MTH at one price Instant issue of invoice with wrong price + Vat. Money taken from bank. Rang to ask whether Vat would be added to the original priced order. They did not know. Felt uneasy about their efficiency so cancelled within time. Every communication has a 'ticket' number. A lot of fuss and palaver. TWO routers sent which cost me £3.90 to return. Routers have to be inspected before they will refund my payment. Now have money back. Cannot recommend.

I spoke to Liam on the web chat and he helped me with all the questions I had

Absolutely disgusting service !!!!!!!!!!!!!!!!

A money-hungry monster. If you can avoid using this company, pleases do not choose their service/ product. I will definitely not recommend this company to anyone, as i would regret it.

If I could give minus I would.

Please stay away from this tin pot firm!

We were due to move into a house a year ago. Unfortunately the sale fell through 2 days before completion - quite stressful as you can imagine!

We had lined MTN for broadband as I work from home and needed the service switched on and ready as soon as we moved. Tried to cancel but all I got was “you are contracted and so will we be taking the full amount of the 12 month contract”, very empathetic!

Over a few weeks we eventually agreed to pay an amount for 3 months of no service (remember, they had done nothing to this point and not even switched the service on!). Paid the money and thought that was the end of it.

Now a year later, we started getting notification our contract was coming to an end and we will be going on a rolling contract.

Tried contacting the telephone number and never got through, so emailed. Git a response apologising and that this would stop.

This has not stopped and I am continually getting emails telling me I am in a rolling contract and could I give them feedback.

This is a cowboy operation and the employee reviews on Indeed tell me the management are next to useless.

Stay away at all costs!!! You will never regret getting into dealings with a company more than this rag tag bunch!

The most awful company I have ever experienced. They don’t know what they’re doing. I tried to become a customer but that was extremly hard work.

Whenever I called to “sign up” I got fobbed off and told to call back on different days and then when I called back on the Tuesday they told me the department you need to speak to will call you back in ten minutes. They never did so in the afternoon I called again. And then it became a long drawn out process of having to call them each time to initiate the next steps of “becoming a customer” which you would expect in the modern world to be done over one telephone call. When I finally thought I had given them everything they wanted over the telephone including my card details to “purchase” the order I
Got an email an hour later to say they cannot proceed with the order as I have not paid and could I go on a “link” and enter my card details again! So that means they took my card details for nothing ?

The final straw was when they told me it’s an extra £40.80 for a router despite paying a “start up fee” of £30. I agreed to the £40.80 however an hour later
I got notified by my card issuer that they had charged me £49.80! So I called again and the man said sorry it seems like the department have charged you £9 shipping fee 😂😂😂😂😂 which I did not give them permission for. How can you be charging up my card with random charges?
So to join this company for internet on the most basic package will set you back £105! Initially. So I am now cancelling the whole lot and will find someone else who might just be able to make me
A customer in one phone call and not use my credit card for hidden charges.

MTH Networks have been great! Using them as our internet provider via OFNL and they have been affordable and soooo helpful. I needed some assistance in getting our home network working on IPv6 and Taylor Johnston and Tobi Abolade were sooo responsive on the ticket I opened and really helpful. Can't rate them highly enough!! :)

Have just moved over from STL. MTH does not connect to sky q box with WiFi. Do not move to MTH if you need your sky to be connected this way as you will be disappointed. They advised me to buy and Ethernet adapter or another mesh device from them . I refused given that never had an issue with any other provider connecting to sky q box. Avoid

Spoke with Gareth from sales team and had a pleasant servicing experience . He had very clear answers for all my queries . I came out of the chat with a clear understanding on what I need to do with the new connection.

Top notch service and customer support. The entire team has been really helpful the last couple days as I’ve been having some router issues which they guided me through without hesitation. The entire team was great but specially Tommy, he was always on the issue and overseeing that it got sorted! Really appreciate it!

🐒🌳 Exceptional Internet Provider
I have been a loyal customer of 🐒🌳 Monkey Tree Hosting for several months now, and I am absolutely delighted with their exceptional service, especially when compared to my previous 🚀 internet provider. In an industry filled with subpar customer support and unreliable connections, Monkey Tree Hosting has truly stood out as a shining example of excellence. From their remarkable customer service to their reliable, lightning-fast connection, they have consistently surpassed my expectations.

Prior to switching to Monkey Tree Hosting, I had a frustrating experience with another provider that was unreliable and difficult to deal with. The contrast between the two companies is staggering. Unlike my previous provider, Monkey Tree Hosting places a strong emphasis on customer satisfaction and support. Their representatives are friendly, attentive, and knowledgeable, which is a refreshing change. They genuinely care about resolving issues promptly and ensuring that their customers are satisfied.

In terms of connectivity, the difference is like night and day. While my previous provider left me constantly frustrated with frequent outages and sluggish speeds, Monkey Tree Hosting has provided me with a reliable, uninterrupted connection throughout the year. Gone are the days of interrupted streaming sessions or dropped video calls. With this company and their excellence fast internet, I can enjoy seamless online experiences without any hiccups. Their network infrastructure is rock solid, ensuring a consistently fast and stable connection that has vastly improved my online activities.

The speed of Monkey Tree Hosting's internet service is truly outstanding. Compared to my previous provider, where slow speeds and constant buffering were the norm, I now have access to lightning-fast downloads and smooth streaming experiences. Whether I'm working on important projects, enjoying online gaming, or streaming high-definition content, the connection remains consistently fast and responsive. It has made a significant difference in my productivity and overall enjoyment of online activities.

Furthermore, Monkey Tree Hosting excels in transparency and reliability. Their pricing plans are clear and competitive, and I appreciate their commitment to a transparent billing process. I no longer have to worry about unexpected charges or unpredictable service interruptions.

I would also like to extend a particular thank you to Taylor Johnston from customerservice, who today has been working hard and going the extra mile with my recent requests. Taylor's exceptional dedication and assistance have made my experience with this company even more remarkable. Their commitment to providing outstanding customer service is truly appreciated.

In summary, I wholeheartedly recommend Monkey Tree Hosting to anyone seeking an outstanding internet service provider, especially if they have experienced frustrations with other providers in the past, just like me. With their exceptional customer support, reliable connectivity, and lightning-fast speeds, Monkey Tree Hosting
has proven themselves to be a reliable and trustworthy partner in keeping me connected.

This is truly a ⭐⭐⭐⭐⭐ 5/5 stars company.