Earth Broadband Reviews 2,184

Utter scam artists. Returned a router start of August, received no communication. Sent several emails, that were eventually responded to, saying they were looking into it and checking at the warehouse. No more communication after that. Turns out Home Telecom bought them, and they refuse to refund anything, stating they bought the customer's not the debts, despite operating under the same name and website.
Sounds dodgy to me.

This company was overall good for the duration of our 1 year contract, with a few teething problems at the beginning which were forgiven. Since completing our 1 year contract, it has been a nightmare. We did not want a roll - over contract as we were moving house and thought it would be earlier to cancel all together. It turned out to be a really difficult process. We had to pay a cancellation fee to terminate the contract despite it only being a 12 month contract which we had completed, we also had to pay for postage of the router ourselves which I wouldn’t mind if it wasn’t an additional fee on top of a £35 cancellation fee on top of my already paid monthly direct debit. And they also took a £60 deposit out of my account for the return of the router. They also charged me an additional £10 with no explanation. I posted the router with a receipt at the end of July and got confirmation via email from the Earth team saying they had received it but I am yet to receive the refund for the £70 deposit and have sent 4 emails chasing them for this.
Really disappointed with their lack of customer care and communication about this issue and sadly would no longer recommend them.

Thankfully, Earth have been taken over by Home Telecom.

I recently left a 1* review following my experience with Earth (the same as below: overcharged, no communication, no reply etc etc), however, since Home Telecom have stepped in and saved the day, the communication is excellent and the service is perfect.

George from HT helped me today and resolved my query within minutes.

Please consider contacting Home Telecom if you’re struggling with the ‘old’ Earth - it’s much better now!

Thanks George and Home Telecom!

They take 24 hours to get back to you when you raise a support ticket. Their service is expensive - but you aren't getting quality.

Failure to refund after acknowledgement of no goods received and cancelled within cooling off period. I have tried emailing but now my emails are being returned to me via Gmail. It seems like my email address has been blocked for contacting the company. Shambles

Extremely Disappointed – Hidden Charges, No Support, and No Transparency

On 15 August, I was charged £34.99 with no explanation. Only after digging through old emails did I find a vague reference to an invoice, but no actual invoice or breakdown was ever provided. In total, I was charged:

full monthly fee on 1 August,
£34.99 on 15 August (unexplained),
full monthly fee again on 10 September.
This is a clear violation of UK consumer law – you cannot charge customers without transparency or documentation.

To make matters worse, my broadband wasn’t activated until halfway through August (because of the moving), despite paying for the full month. I contacted support multiple times via email and live chat, but received no response and no refund.

Now, they’re offering me an even more expensive plan (£32.99/month) for another move, again with no written details or contract. And suddenly, they claim I’m locked into a 24-month contract, which I never signed or received. According to their Terms and Conditions, a contract only becomes binding upon delivery of an Order Summary (Clause 2.2 and 4.1). No such document has ever been provided to me, although I've been using their service since March 2025.

This feels like a scam. I’ve raised a formal complaint and requested immediate cancellation and a refund.

Avoid Earth Broadband at all costs. Poor communication, hidden charges, and absolutely no accountability.

Worst costumer service I've ever dealt with. First month they didn't put the payment through properly. I immediately received an email threatening debt collectors and an additional charge for late payment. I confirmed with my bank that there was no problem on my end, but when I put this to Earth Broadband they initially could offer no explanation or reassurance. The payment was eventually put through, but I was still charged a penalty fee (despite assurance this wouldn't happen). More recently I've had no internet at all for 3 weeks. Emailed multiple times with no response at all. Finally had a call from their new customer service team, who were friendly but not any more helpful. I was told I needed to wait another 2 weeks and sign a new contract for full fibre to get my internet back. On top of that, they never sent me my contract despite me asking over half a dozen times since I signed on. Easily the most abysmal experience I've ever had with a company. I'm sure some people get by without issue, but just know that if you do, you'll have a nightmare trying to get it resolved.

Avoid this company! They increased our broadband monthly fee by 16% mid contract and didn’t give us an option to cancel. They transferred our account over to Home Telecom who are useless - check the Google reviews. They also took £34.99 as an additional payment in August with no explanation. Now I’m trying to get this money back. We are moving in a few weeks but no response or support from Home Telecom. I’ve cancelled the direct debit and will have to fight them through Ofcom

I was in contact with somebody from Earth Broadband regarding cancellation of my contract upon it's ending date. I was told a single fee of £60 will be taken from me as a deposit, until I was able to return the router and that it will be refunded to me upon its return. I have not been given my refund in almost two months, and an additional second charge of £60 was taken out of my account. In addition to this, another month of the initial contract cost of £30 was taken out, even though it was agreed with somebody from their customer service that we will cancell the contract upon its ending date. I sent them an email and have not heard back now for one week. Currently trying to access their customer service helpline and have been on hold for the past 20 minutes. I'll post an update here if it's sorted or what the outcome is. TLDR; If you're tight for money, consider opting for a more mainstream competitor as their services might be more straightforward and efficient. Update: Currently waiting for two seperate emails regarding the two unknown charges, £60 + £30 from their support desk. This is after phoning them (or their parent company, as they have been bought)

I had a 12 month contract to which they have charged me for two extra months.

Tried to call which said they are no longer taking phone calls, can only speak to them via the live chat, the live chat then said it was unavailable…

Have been trying to email them as to which I’ve had little response other than they’re “investigating” which was a month ago.

I am owed £70.

After my 12 month fixed term contract I tried to end my contract as I had moved home and the property already had wifi. I have now been charged for 2 further months whilst they “look into it”. They take weeks to reply and despite me cancelling my direct debit they re-set it up which I’m sure can’t be legal. I am owed £60 from the company and there is no effort to 1. Cancel my account 2. Repay me for the money lost.

Unreliable service: Since installation (delayed by over 10 weeks), the broadband service has consistently underperformed, failing to meet the guaranteed minimum speed, and cutting out entirely on multiple occasions.

Unresolved complaints: Over multiple weeks in July & August, I submitted extensive speed test reports as instructed but received no meaningful response from your customer service team.

Unexplained billing: In August 2025, an additional and unauthorised payment of £34.99 was taken from my account without communication or explanation. While you admitted publicly on Trustpilot that customers were incorrectly billed, I have received neither refund nor contact from you.

Loss of customer contact routes: Your customer phone lines and live chat have now been closed, leaving customers without any means of direct support.

Earth Broadband has been taken over by Telecom Acquisitions Limited - which I'm assuming is the reason for abysmal customer experience throughout August.

I contacted the outgoing CEO via LinkedIn - who provided me with a new email address to contact for the new holding company. I have submitted a termination of contract notice and requested a formal response & refund within 14 days.

Looks like they went insolvent
Luke Chapman sold the business on

Internet barely ever worked, never once connected in the kitchen in the full year of having it. Customer support told me that wasn’t possible to which I assured them it was. On multiple occasions they took large sums from my account in addition to my monthly direct debit. It took 2 weeks of hounding them to get these fees returned. When I eventually cancelled and paid my final bill they set up additional direct debits and took an additional £70 I am yet to get back.

Do not choose earth broad band, they are a bad company to deal with, they took and extra payment mid month in August which I was able to get back via my bank, and now they are demanding this payment back which they shouldn't have taken in the 1st place. Absolutely fuming 😡

Awful, lying company that cuts off communication to avoid liability. They increased everyone's price by £5 mid contract without warning and then charged users again in the same month for this new price, illegally. I went to get a refund and cancel my account as per T&CS and they didn't respond and passed my contract to a separate company. I went to charge back the erroneous payment with my bank and then Earth immediately tried to slap me with charges and a debt collection agency. Avoid at all costs.

George was very helpful and prompt with his assistance today now that home telecom have acquired earth and I had some questions. Never had a problem with earth either so hopefully this will continue on the same good note.

The service has been completely let down by the lack of response from customer support. We have been emailing for over a week about moving out of our address, sending several follow-ups, and still haven’t had a single reply. This delay is now causing serious issues, as the matter is time-critical.

While the WiFi itself has been reliable, the total absence of customer support is unacceptable. Unless someone contacts us urgently, this will overshadow any positives we’ve had with the service.

The quality of the service is let down by their customer service response time. The phones have been closed, as have the live chat. The only way to contact them is by email. I have been waiting for a response to an email for almost a week and counting. Please respond to me!

Customer since February. It’s slow and expensive. I went with them only because Virgin is not in my area, it’d be expensive but at least much faster. I do not recommend.