Earth Broadband Avis 

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

Despite never having issues since switching to them in February, we are now unable to get in touch with any customer service team to dispute the fact that they have charged us twice this month- the second time for a larger amount than our usual bill. We have tried to get in touch via live chat and phone call- both of which are apparently closed due to high demand. We have also emailed and received no response.
In reply to another bad review, they have said that there has been an error in the system but that has not been communicated to us as customers.

Earth has taken extra money from us this month amount to more than double our bill. We have tried to email, call and live chat multiple times with no reply. Awful customer service.

Had a payment issue but was quickly resolved by Riley. Riley was very understanding and caring and went above and beyond to resolve things.

Avoid. I signed up for a 12-month fixed term contract and am now having to pay £64.00 (if we don’t post the box back at our own cost within 7 days at the end of the contract) plus £35.00 at the end of the contract to get the connection disconnected (this is disconnected from afar). Unethical to tie customers in to contracts this way and they need to be clearer about these hidden costs. Staff seem lovely but there is no where to scale anything up. I’ve had an additional £50 bill this month for no rhyme or reason. Complaint has been sent and waiting for a response.

Thought I'd give a small company a chance as ther customer service is usually superior but this is definitely not the case here you can't contact them on a phone as they've disconnected there line you can't contact them through their customer service app and ive emailed 2 differnt emails one that I had a conversation with an employee when setting up and a customer service one they provide still no response. Being charged more than I should be and also want to cancel the extra 4.99 you pay to "plant trees" but if you can't speak to them you can never cancel. Extremely unhappy and will be trying to cancel full contract now if I can ever get through to them. In my opinion I would steer clear of them never written one of these befor so should tell you how far things have to go for me to comment

disappointed clients of Earth BB, there is now an action FB group called Earth Broadband Issues.
Do join, lots of tips to get in touch with governance bodies, OFCOM and trading standards etc. Luke Chapman is blocking those who write negative comments of his LinkedIn so he’s blatantly aware we know his business is in trouble, yet still refuses to address the issues. He’s in dire straits it seems! do join the group!

FAO: Earth broad

Stop with the generic replies to people’s grievances!! you haven’t taken money from me because i’m two steps ahead of you!! ANSWER PEOPLES QUESTIONS AND QUERIES by replying to your emails and switch your phones on!!!

OFCOM have now advised me to escalate your conduct with CISAS!

Was charged twice in one month with no explanation. Tried to get hold of earthbroadband but their phonelines and live chat are turned off. Emailed and thread was left as "we will get back to you shortly". The second unexplained direct debit failed so we were subsequently disconnected even though we have paid for August! Customer service still uncontactable. Not happy

We've been with Earth Broadband for just over a year and in that time they have overcharged us four times. The first time it took over a week to get the charge refunded: their customer support channels are useless. The next two times I emailed the company and they cancelled the charge before it was taken (but never acknowledged or replied to my email). The fourth time the charge has gone ahead and five days and three emails later, I've yet to hear back from them.
Every time I get an invoice from Earth I have to check it because I cannot trust them to charge me correctly. I signed up to £30/month broadband, but have had invoices for phone lines, or on the wrong date of the month, or for engineer visits due to them providing us with faulty equipment...
Terrible customer service, chaotic billing, stay away!

I left a negative review and Earth Broadband responded saying, "Thanks for speaking with the team; we're pleased everything has been cleared up, and we're looking forward to seeing your updated review 😊"

Everything has not been cleared up and at time of writing, I still have been unable to cancel my broadband contract. This is seemingly the only way for them to respond to you.

I have had the same issues as other people who have recently written negative reviews. I paid £34.99 on the 7th of August and received an email on the 12th saying they would take £39.99 on the 15th. I couldn't find a way to contact them so emailed asking for clarification. I cancelled my direct debit until it was resolved. On the 13th I had a failed payment email for £39.99 and one for £10 late payment. Since more identical emails for payment on the 19th and after my second email to Earth a reply from Riley saying it would be investigated. Could it be a glitch?? I have contacted OFcom in case it isn't.

15/08/2025 - We have had our prices increased with next to no notice and then charged twice this month.
£29.99 and then £34.99 within 2 weeks.
We have also never received 10% guaranteed discount for requesting a review of our experience when we first signed up.

Update 30/09/2025 - Home Telecom have since credited my internet account with £34.99 to resolve the issue.

worst company i have ever dealt with:

service frequently dropped out for over 2 weeks. took ages to contact earth considering they took down their phone lines and avoid talking to customers

after sending several engineers who didnt fix the problem and complained about the routers earth used, earth then charged us for the engineers which were their responsibility to pay for since their service wasnt working.

they continued to try to charge us for this every month which we had to beg them to stop, for them to just push it back a month.

throughout this whole process it was impossible to get a hold of them and they constantly deflected responsibility for trying to rob us while not fixing our issues.

they charged us twice for a landline we dont have

if you want to get no service and pay more than your bill use earth

dont get scammed

I signed up with Earth Broadband after they advertised “no mid-contract price rises”. They have now raised prices with only 3 days’ notice (their T&Cs say 30), and even tried to take a duplicate payment. Communication lines were shut down and many of us got debt collection threats simply for shopping around.
You are not alone – there is now a Facebook group called “Earth Broadband Issues” where customers are sharing evidence and supporting each other. Worth joining if you’re going through the same issues.

Again please avoid
They don’t have time to respond to customers emails but enough time to respond to each and every review here on trustpilot, you guys can imagine how serious they are about their customers 👏

Despite sending 3 emails regarding money being taken from my bank account, I have been repeatedly ignored. It's impossible to actually speak to anyone and extremely frustrating. I will most definitely be changing providers as soon as I possibly can.

I'll echo what everyone else is saying - three days ago I received an email saying my price would be increase from £29.99 to £34.99, 6 months into my 2 year term. I believe this goes directly against Earth Broadband's terms & conditions and public statements.

I pay on the 1st of the month - the 1st August I paid £29.99, and today they've taken £34.99, with no warning or invoice. They've now charged me £64.98 for one month of a contract that should be £29.99. No response to emails, phone calls, or live chat.

Avoid.

Double charged for August. Originally was quoted £30 per month, they added a fiver onto that without asking and then a couple of months later have raised the price another five and charged it early, so my £30 per month has actually come to £75 and counting for August so far.

I see a lot of people are experiencing the same problems since they announced price increase this week, going back on their promises. I’ve been charged twice today - £33.99 and £38.99!?!? They turned off every line of communication possible - requested a call back through email. Quick email from Riley saying they’re looking into it. They opened up a can of worms and now they’re in the 💩 - business model has completely fallen apart. I warned their top brass James about this ages ago. Like others, I never received a contract of service, for how long so it’s not clear when it ends. It’s a real shame Now they are using the usual abusive tactics of using collecting agencies if you cancel your DD and bill you what they want without explanation. It’s disgraceful! Ofcom doesn’t have any record of them as earth hasn’t registered to the scheme, and ombudsman lays down a million and 2 conditions to start a complaint - which earth knows full well. I am going to continue emailing them until I get a resolution. They need to be dealt with.
16/08/25
UPDATE
I have put a claim with ACTION FRAUD. What they’re doing is criminal taking advantage of people. Advise putting a claim ASAP as others here have suggested. Weight in numbers!

This company is very deceiving they added multiple add on charges to my bills each month for services I didn’t use and would have to ask regularly for them to be removed, this month I have been charged twice for my wifi and can not seem to get in touch with anyone because there live chat has been down for a week and the referenced email doesn’t respond, the customer service is very poor and if you don’t frequently check your bill expect charges you didn’t know about