Review Time
Well it's so hard to quantify really.
I've had no need to make contact it just works away unnoticed in the background fast enough and extremely reliable.
What more could you want.
Superb after other ISP experiences.
Highly recommend.
My price went from £32 to £40 before the i was even connected to the internet. I was told that the city fibre network would be down for two weeks…which was a lie i checked with them…so i went with openreach which costs more. I asked to be switched over to city fibre but was ignored. Looking forward to the end of my contract so i can switch over to grain.
I encountered problems with my broadband speed caused by the infrastructure provider. The service team effectively handled the situation and kept me updated, even following up a few days after the issue was resolved. Every interaction I've had with the service has been positive.
The level of customer service is truly unparalleled nowadays. I've been working with a representative who has been transparent, honest, and incredibly helpful. The best part? I will continue to work with this representative because the company takes customer relations very seriously. It's been almost a week since I started using the new broadband, and the setup took just about a minute, with everything connected in no time. It has been flawless so far—no interruptions or issues. It's so reliable that I haven't even had to think about it; it simply works.
Instead of placing an order online, I decided to call and was pleasantly surprised to be assisted by a representative from the sales team, the only one out of several who answered in under a minute. Some didn't respond at all. In just 15 minutes, all necessary guidelines, product details, and my order were finalized. It was a relief to receive a UK-based service and package tailored to my needs without any complications. The representative even managed my switch, informing my current provider, and I received an email confirmation within minutes expressing their regret at my departure. I will provide an update after installation and testing. Customer & Product Knowledge 10/10
Stress-Free Switch 10/10
I've had a seamless experience with the service. Setting it up was simple, and the support provided is excellent. I always receive notifications before my monthly direct debit is processed, and the payment amount is clearly displayed at the top of the email, unlike some other providers. This way, if the rate changes, I can easily spot it. I appreciate that they inform me in advance and don't overwhelm with unnecessary information—just what I need to know. I truly value how they treat their customers.
The service has proven to be quite dependable, with no outages experienced over several years. I frequently monitor the bandwidth, and it consistently meets the advertised levels. Working from home, I prioritize reliability and bandwidth, which this service provides. While the pricing was competitive, recent increases are diminishing that advantage, and I've noticed new competitors emerging with similar or even lower rates.
I signed up with the company at the start of May 2025, primarily attracted by their offer of a £100 gift voucher for new customers. I've been diligent in paying my monthly bills, yet the voucher never arrived. I feel completely misled by the company's advertised promotion. When I reached out for assistance, the situation worsened. Different departments kept transferring my case without resolution. I was repeatedly informed that 'someone is handling it', but nothing changed. After four weeks of delays and excuses, there have been no updates or solutions provided. From my experience, it appears that the company deceived me with a promotion they never intended to fulfill. This was a key reason for my choice, and they failed to honor their own offer. My sister and grandmother were in the process of signing up with them—an engineer appointment was even scheduled—but after my experience, I strongly advised them to cancel and consider another provider instead. I don't want anyone I care about to face this disappointment. If you're considering joining this company due to their advertised gift cards or promotional benefits, I would strongly recommend against it. In my view, these offers are misleading and seem to be nothing more than a marketing ploy. To be fair, the internet connection itself functions well, and I have no complaints regarding the technical service. However, trust is equally important, and the company has completely lost mine. After weeks of being ignored and not receiving what was promised, I cannot recommend them to anyone.
From the sign-up process to activation and after, everything has been exceptional. I was just transitioning from a different provider, so it was a matter of simply switching over to the new service, but everything following the migration has been excellent. The speeds are consistently good, with no issues whatsoever.
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