IDNet Avis 791

Be aware you will be charged £198 for a call out visit regardless of whether there is an issue with their infrastructure. Engineer confirmed internet was ok however issue was with their infrastructure. IDNET know it or charging without resolving the issue with drop in internet speeds or just no internet. Really poor customer service and rather aggressive lately.

IDNet have been brilliant, the connection is rock solid and fast, support quick to reply and very helpful.

Love this company and their customer service. I have been with them for years and they just keep getting better and better.

After two years of CityFibre refusing to provide service to our address due to an error in their database and countless attempts to contact them to rectify the records, only IDNet's customer service had the stick-to-itiveness to keep chasing them until they finally agreed that there was no issue and installed fibre to the premises. Could not hope for a better customer service. Thank you to Nikos especially, providing weekly updates of progress throughout the battle. Service has been excellent, static IPs and IPv6 without issue and very low latency.

Excellent service overall. Everything went smoothly from cable installation to phone support. All my questions were answered within a day by email, and I could always reach an agent when needed. The connection speed is fantastic, but the customer service is even better.

I have been a domestic broadband and telephone customer with IDNET for many years and have always had very good, reliable, cost-effective service and especially their personal and helpful service and advice by phone when necessary, including the transfer to digital telephone.

IDNet sorted out my line problems when I first joined them, fast and solid service since then.

I decided to switch to IDNet from my previous ISP (same underlying provider - CityFibre). My reasons were the greatly superior technical knowledge of IDNet's support team, their ability to provide rDNS service/delegation and them being a certified B corp. The switch from my old provider (via One Touch Switch) was smooth and trouble free and my service has been both fast and rock solid since. Very happy so far.

Your broadband service has been less reliable than previous, with frequent short lived loss of service lasting usually few minutes. Your service desk unable to offer any explanation
Also,my MS Outlook stopped working with your settings without any warning last October 2024. Has never worked since, so lost my diary and address book. Again your ´Helpdesk’ were unable to offer any explanation or help

Due to an Openreach error, IDnet was unable to offer me the package I had chosen, they offered me a customised package with the top tier gaming router included, everything went seamless and have zero issues with the speed always hitting 330mbs,

I wanted UK support and this is the best I have ever experienced and cannot applaud it enough,

The only negative was with Openreach who have caused myself and my family a lot of unrequired stress, but that has nothing to do with IDnet they have and continue to be amazing,

Excellent communication

03/01/26 Update
Still haven’t moved off IDNET. Trying to decide best provider to move to and just had a lot going on personally.

Latest is I called in today to check current IDNET speeds vs contract vs what I can get with other providers. I found an honest gentleman who mentioned my current speeds are super bad… 36.2/5.9 vs my contract 80/20. So that has confirmed what I’ve been saying all along. There is an issue with IDNET speeds. Previous agents and overall customers service has been so poor and were just after charging me the engineers visiting fees £198 rather than fixing the issue. If I needed to change the router to fix it they should have said so. No solution but happy to take a monthly fee of £41.40. The current agent will hopefully try and investigate and give me some explanation as to why I am getting such low speeds as clearly there is a breach in service or some issue somewhere that should have been fixed. They are the experts and should be advising what should be done to resolve this.

12/07: Update

Thank you for your prompt reply.
Yet again you/IDNET choose to ignore the advice provided by the Openreach Engineer. Why don’t you get the actual report instead of providing inaccurate claims about the Openreach Engineers report. As mentioned I would be happy for you to open a formal investigation on the Openreach Engineers report and understand whether genuinely there was an issue rather than focusing on charges! Their Engineer clearly stated that my NTE5C master socket is set up in a box at that it would require an Engineer regardless to carry out diagnostics. Please note I had mentioned the same clearly to your support team that the NTE5C was inaccessible and I was unable to test it thought your support was so sloppy and inattentive to what I was explaining to him and his main focus was just the charges.

In short customers don’t have all day to carry out diagnostics that are obviously impossible to do. I would expect some professionalism in dealings with issues and understand the different type of infrastructure you may have set up at your customers and the limitations a customer could have in trying to do the diagnostic testing. Sounds easy to keep warning of charges rather than listening to the actual issues and trying to resolving it.

All, please be weary on the kind of installations you may have with IDNET if you don’t have a landline. You may incur unforeseen charges, including poor customer service. I must say in the past they were a lot better particularly during Covid time when trying to get customers though standards have now dropped and lost in my view their USP.

I will not be commenting further on this matter.

Ps. IDNET, it’s bad practice to name people involved in the public domain. Its not personal……
———————

Poor customer service. Opting to move on which is a real shame as they have been good in the past but not lately.

Internet lately has been dropping. Called. Support insisted I do a diagnostic test on a kit I couldn’t access. Was informed an Openreach Engineer would be called and if they found no fault they I would be charged. Engineer came. Found no fault with the internet but with the router. He also informed no way would I have been able to investigate this myself as it would need someone qualified. Didn’t hear from IDNET. Continue to experience poor internet connection. I opt to cancel contract as issue isn’t being resolved and my work relies on have good connection. Charged £198 for Engineer visit. Informed them a fault was found and to check the report. They write back to say the Engineer didn’t provide a report and I should pay for the router as I am out of warranty and wouldn’t provide one. I reply I would be happy to pay for the router but none of that was mentioned, no one contacted me and I continued to experience poor internet connection.
They mentioned I should provide evidence for a dispute. Luckily I had the Engineers contact and he confirmed the issue was the router and mentioned they cannot close any job without providing a comprehensive report. I informed IDNET and as they have the relationship with Openreach they should open a dispute with them and not for me to provide the evidence. The onus is on them and not me. Will see how it goes…

It’s a real shame how IDNET staff operate lately yet support and customer service was their USP.

Until I had issues IDNet were fine.

However, I've been cut off twice in a short period of time with NO warning / communication:

The first time, I'd got a new card & forgotten to update the details. I accept that part is my error but I received no comms warning me.

Second time, I'd spoken to their customer service about my initial disconnection & given her the new details. I was assured all was fine but was cut off a few days later, again with no prior warning as apparently there was an issue with my account number & the new direct debit was rejected.

My gripe is the lack of communcations before the plug was (literally) pulled. It's really poor practice & totally avoidable. Had I received a disconnection notice I would've dealt with it immediately.

They didn't really seem bothered about keeping my business or apologetic so I'm moving to Zen as my contract expires in the next couple of weeks.

---------------

In reply to IDNet's response, my account was not in serious arrears when they suspended it for the second time, the last payment had been missed due to an administration error by them. As I said originally, my gripe is I received no notifications prior to both of the times my account was suspended.

I think the tone of their response pretty much says all you need to know!

Experts on the phone without delay, whenever needed

Prompt service. Fast Internet speeds. Generally reliable connection. More expensive than some competitors but you get what you pay for. Only significant negative is a lack of initial contact/information about the service. I still don't really know much about IDNet but as long as I continue to get the best download speeds I'm happy.

From customer service to reliability IDNet have been excellent. One 3 hour outage in 24 months with notification of the issue.

Sign up and activation was a breeze. Utilising monthly rolling contract whilst waiting for full fibre to become available. Fixed IP, and IPv6 as standard.