Earth Broadband Reviews 2,184

AVOID!!!!

What started as a fine experience has turned into a nightmare.

I served the length of my contract before moving house and switching to a new provider.

I did everything required of me, notifying them of the end of contract - which they confirmed on email.

But then after my contract had terminated, i got an email trying to collect another month's payment (including an additional £5 increase that they didn't communicate). I questioned this saying it wasnt due and provided evidence of the fact that I had paid up to the end of my contract.

They ignored my email, then issuing me an additional £10 charge for late payment (as i didnt pay the mistaken invoice)

2 weeks later, they have shut their phone lines and live chat and are ignoring all emails. They continue to try and take money from my account (despite me blocking the direct debit).

In the past 3 weeks alone, they have attempted to take 5 payments.

I thought it was just incompetence their end, but the continued charges now just seem like fraud.

I advise anyone reading this to avoid!

Awful service
Almost 2 weeks on and still no internet, still no live chat, still no response to emails, still no update on when I will be online.

I am experiencing everything that the other are. It seems like Ella is the only one that reply’s
However awful company .

Where do we stand legally to cancel DD and service?

I was a subscriber to earth for 2024-2025, and their service was decent, few cut outs but not many complaints.
However, after our contract ended, they didn’t ask to renew and simply charged me again. For the past month and a bit, I have been trying to get ANY human contact out of this god forsaken company. They simply dodge my emails, set up another direct debits, charge me again and refuse to acknowledge any of my contact. Their service is the worst I have seen of ANY company EVER.
Please, save yourself the mental anguish of going with this company. This is clearly a project that has got too big, as evidence by awful support and a large increase in prices recently. Let this sad little company collapse from its incompetence, or you too may end up being charged with no notification, and GOOD LUCK fixing that - god knows I’ve made 0 progress in the past month.
I am suing this company for the pain and harassment they have caused

Earth Broadband do not comply with OFCOM's guidelines. Earth Broadband increased monthly rental by £5.00 without giving the statutory 30 days notice. I have twice contacted them. Because they have decided not to communicate with me, I will change broadband supplier. Earth Broadband knows if they take the £5.00 increase from my bank without my permission, it will be viewed as theft, the appropriate action will be taken. When becoming an Earth Broadband customer, they had many attempts to deceive me. I know contract law, which rectified their unlawful attempts to deceive me.

My contract was 12 months but still keeping me to charge without my permisson. AFTER MY 12 MONTH CONTRACT YOU STİLL KEEP CHARGING WITHOUT MY PERMISSION I WILL BE SENDING YOU MY INVOICES AND YOU CAN CHECK OUT MY MEMBERSHIP MY NAME IS I JOINED YOUR COMPANY 21 MAY 2024

Ella was honest and apologised for the error in billing. I felt like a valued customer of the service with her thorough response.

All throughout my 12 month term with Earth Broadband, I have received several incorrect invoices and communication has been extremely poor. This was worsened by the recent 3 day notice for a price increase, which goes back on all of their prior communications around “fixed-price contracts”. You’ll even see on their X account, this is still the pinned post. I’m now well into my final month of my 12 month contract, and as per the T&Cs, I should’ve received notification of the completion of my contract, but I have heard nothing. I tried to get in contact with them, but their phone lines have been closed permanently, the live chat temporarily disabled, and all of my emails not responded to for the last month. I have had to resort to cancelling my direct debit as way of confirming my 12-month contract finish. Avoid this service at all costs.

Price increase with only 3 days' notice. Turned off online/live chat and can only be contacted by email. Email response is hit or miss. Ironically, they broke their own terms and conditions by failing to provide the proper notice period for the price change. This should be reflected when cancelling, but they still send you an invoice with termination fees, along with the threat of debt collectors if payments are not made. The way the company has dealt with this has been, to put it nicely, shockingly poor. I would recommend staying clear.

UPDATE: The company's primary email address is no longer accepting queries. It is now under hometelecom.co.uk

Earth broadband charged us twice in the same month, 6 months in to our contract. 5 emails in, no communication from them. Impossible to contact them. Can't phone, can't even talk to a chat bot. Massively disappointing. Will cancel direct debit. Then perhaps they will contact me. Avoid this company

I signed up in July 2025, they wouldn't let me set my go live date but said I could change it after signing up. I therefore emailed to ask for my go live date to be 29/7. They responded to say they'd changed it to this date. However they proceeded to charge me for the service from 7/7 anyway. I have messaged many times to complain, that have promised to refund me but have not done so, now I'm getting no response to emails and their live chat and phone lines have been disabled. They also increased the price by £5/month in August with just a few days warning. So the price is not what was advertised but I cannot leave without being charged the full cost of the 18 month contract

Terrible experience from the beginning. Their customer service is slow, impersonal and extremely difficult to get a hold of let alone get proper assistance. Which doesn't help when you need to contact them for all the mistakes made by this company.

One major issue is they attempted to overcharge me multiple times. Different invoicing dates, different invoice amounts and then finally a price hike that was charged only a few days later (outside of my normal invoicing date) and set up as a fortnightly payment, rather than a monthly one. Do not use this company.

My broadband has been down for over a week and Earth Broadband simply won’t help. They replied to my first email but then ignored every follow-up. Calling them is pointless — the phone line just redirects to an offline chat, leaving email as the only option, and they don’t respond.

Zero connectivity, zero support, and zero respect for consumer rights. Truly shocking service — avoid at all costs.

I returned my router on the 15th July and was told on 4th August that my £60 refund would be issued by the end of that week. It is now 6 weeks later and I am still waiting.

The customer service is absolutely dreadful. They ignore emails for weeks on end (if they even reply at all), the live chat has been suspended so there’s no way of getting quick help, and when I tried phoning I was fobbed off and told to email instead — which is completely useless since they don’t respond.

I have asked repeatedly for confirmation and proof of my refund but received nothing. It feels impossible to get any real support from this company.

This is without doubt one of the worst broadband providers I’ve ever dealt with. If something goes wrong, you will be left chasing for weeks with no answers and no accountability. Avoid at all costs!!!!

Switched to Earth Broadband in June. By August they increased my price mid-contract, despite Ofcom rules giving me the right to cancel without penalty. When I raised this, they tried to charge me £650+ exit fees!

On top of that, I emailed to cancel the optional Earth Hero add-on in August and they ignored it, continuing to charge me £5 a month for two months.

They fail to act on emails, ignore consumer rights, and seem happy to breach Ofcom regulations. Shocking customer service. Avoid at all costs.

How can a business operate without customer service? I call and told to use live chat as the best means of communicating. I go to live chat and it is closed down `due to high message volume`. This remains the case after 1 week. I send an email to terminate my contract which is now up after 12 months and get an immediate reply from `Ella` asking if I wish to transfer... er NO. I politely explain this and then ...... nothing. I also realise now why they push for an early review, and that's because you will feel differently when you try and end the contract.

Great environmental intent, but you are miles away from the other internet providers!

Stay away from this company!
I got charged 4 months in advance when I signed up, standard DSL speed (80Mb/s if you are lucky), phone support turned off towards the live chat, and live chat turned off to an email address!
Emailed them 3 weeks ago, no answers. In the meantime, I got charged right in the middle of the month, two weeks away my direct debit and my bill went up with only two weeks notice!

Great customer service since the get go! A small but busy team at earth but always make time for their customers. A recent issue was remedied quickly and fairly. Nice email received from Ella in their customer service team explaining and fixing the issue. 💚

I would have put 0 star if possible. Mishaps after mishaps including wrong date of router delivery TWICE despite clear instructions (still haven't received it), no engineer showed up at the appointment, support chat deactivated, no response to my emails. I'm paying for nothing because unsurprisingly they didn't screw up direct debit.

I received a response to my email straight away. I had a problem with my bill, Ella was extremely helpful and I didn't expect to have it sorted out so quickly. Thank you!