6 Customer Reviews
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- Location
- England
- Reviewing
- IDNet
- Date
- 2021-07-13
- Comments
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**Bodged hand over after house move and no apology made me leave **
I moved house and tried to take ID Net with me after a few years of being a happy customer. It took them a week to send an engineer round to reconnect me (the previous occupant insisted that I needed an engineer in person despite the previous house owner having broadband).
When the engineer came round, they did nothing. They told me that my Internet provider should have sent me a new router - but ID Net had done no such thing. When I rang up ID Net, they told me that I would have to buy a new router from them but the Internet would work when it came.
The new router was supposed to arrive 2 days after I talked to them. It didn't. It arrived 4 days late. When I chased ID Net up to ask where it was, I was told that it would arrive the next day, but my connection still wouldn't work as yet another engineer would have to come out. The earliest date was another week and a half. This would be three weeks after my move date.
When I complained, I was told that ID had done nothing wrong, they took no responsibility for their subcontractors and told me that I was lying about what they'd told me. They refused to compensate me for the massive 4G bill that I was incurring, trying to keep my job working from home. To add insult to injury, they presented it as a "gesture of goodwill" to not charge for the service that their engineer did not provide me with!
I understand that things go wrong sometimes, but to call your customer a liar, take no responsibility for your poor service and offer to make no recompense for the additional costs you have caused your customer because of your incompetent service, is appalling.
I am delighted to now be taking my business elsewhere and to no longer have to deal with this company.
- Location
-
- Location
- Midlands
- Reviewing
- IDNet
- Date
- 2021-04-16
- Comments
-
The short version is: Speeds were very slow, IDNet blamed everything they could without doing anything about my issues then my original ISP came to the rescue.
The long version -
In a sea of good reviews, for me personally, a single bad review (for anything) usually makes me think that there's something wrong with the individual, they didn't know what they were doing or had unrealistic expectations of the product/service.
This was the case for me an IDNet, like most consumers who like to inform themselves before making a commitment like changing ISP, I looked into IDNet and concluded although there are a few outliers with a bad experience, the general feedback is that they're fantastic and offer some of the best support in their price bracket.
This totally counter to my experience. I had a 2nid line installed to avoid as much downtime as possible, with home working, it's obviously vital that there aren't any issues regarding connectivity.
From the get go there appeared to be something wrong, my second line as per Openreach was going down the same drop point and going to the same cab, yet speeds were a fraction of my original providers line. 48 hours pass, no improvement. (My original line prior to all of this would sync at 54mbit, the new line was at 40mbit, a substantial difference)
I spoke to IDNet about it who at first said wait longer, then asked me to replace equipment (which I did at my own cost) then blamed the individual copper pair of the new line, without any actual investigative work. After a short while I realised that the two lines that I had were affecting each other's router stats directly, unplug one and the other's SNR changed dramatically. Now these are two totally different lines, imagine your neighbor unplugs their router and you all of a sudden have a fantastic line only for them to plug it back in again and everything is terrible again.
I advised IDNet about this discovery, and they still said that there's no fault on the line, so they won't send out an Openreach engineer. Just to be clear, as I understand it, when they say there's no fault, this means that the standard tool known as a GEA service test as provided by Open reach returns no error, that doesn't mean to say that there isn't an actual problem. Regardless of the facts provided to IDNet, they wouldn't willingly send out an Openreach engineer, they left it to me to request it, with the caveat that there would be a charge in the event that no fault was found. This means to say despite the knowledge that there is a physical problem, I have tested and proven that two lines are directly intering with each other regardless of their test results, they would not trust what I was telling them to the point where their stance would change.
I'm not an Openreach engineer, so I can't say with 100% confidence that I know for a fact that there's a problem, but evidence strongly supports it and IDNet still won't trust me to cover me.
Feeling a bit defeated by all of this I leave it a day, I'm strongly considering cancelling with them just after a few days.
Come the next day, I have a look at the router stats on the IDNet line to see my line speed has dropped from 40mbit down to 27mbit, even lower than my 33mbit minimum line speed as per Openreach.
Perfect I think, on this basis there's absolutely no reason IDNet can't request Openreach to attend now as they have to address the fact that my line was running below its minimum estimate. Wrong.
They said this estimate is a moving number, and I was obviously unlucky with the new line that I had.
The whole time I could have called my original ISP, but why would I have? Problems only began with the new line installation which was on behalf of IDNet.
But I thought at this point, why not? Let's see what happens. Talked to my original ISP which happened to be Sky, and to my surprise they agreed to book an Openreach engineer with no resistance, and specifically stated that there would be no charge.
Openreach came out, did in fact find an issue in the way that the new line had been installed but at this point, I'd had enough, I just asked them to disconnect the new line and emailed IDNet to cancel service immediately. Why on earth would I stay with them, when at every turn blamed everything on something that's not their fault? I even agree this wasn't their fault but on a new line installation where I've taken time to fault find and presented them with evidence of a fault, they wouldn't believe me, or if they did, were protecting themselves from potential Openreach charges, whereas Sky sent out an engineer no problems.
In order of what happened over the course of a week -
Line installation £60
First router - ASUS DSL-N55U £79, on IDNet's supported hardware list - Apparently doesn't support G.INP on Huawei cabs which are the majority of cabs in the UK (mine included, cab 3 in my town) - Mediatek chip sets blacklisted
Poor sync speeds, not what I expected based on my first line
I speak to IDNet who say change equipment, I asked around online to find -
Second router - TP-Link Archer VR400 £378 - Has a Broad com chip set which doesn't have trouble with G.INP but didn't improve the situation. Cables changed with the routers.
I speak to IDNet again, no investigation, no line test, no line stats "It's your copper pair, each copper pair has it's individual characteristics" - a copout response and without actually doing a test, do you think I trust this?
I notice the fact that when each router is disconnected physically, the other router's SNR is drastically different. Actually sync speeds don't change but when my original ISP router is unplugged my IDNet SNR jumps from 6dB to 16db! Making it look like there is a huge amount of noise being created somehow locally. I explain to IDNet, they now do a line test, say they can't see anything wrong and again suggest waiting longer.
Following day, the sync speeds of the IDNet router plummets to 27mbit, call IDNet who are unwilling to send out Open reach without me requesting it and potentially incurring a charge personally.
I call Sky who are more than happy to help.
Openreach attends, does find a fault, are a bit perplexed as to what caused it but didn't need to do much else because I had the IDNet line disconnected physically.
I had a final response to my email regarding cancellation from IDNet which suggested that perhaps my original provider returned different statistics for the line test and were able to send out openreach on that basis. Mr IDNet, my connection speed had dropped below my minimum guaranteed speed of 33mbit yet you still wouldn't readily send out Openreach.
I was with ID net for a total of 8 days, 8 days of stress and wasted time.
The only saving grace is, they did at the very least refund my first month in full despite having an active connection for those 8 days.
- Location
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- Location
- ORMSKIRK
- Reviewing
- IDNet
- Date
- 2020-08-17
- Comments
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Utterly diabolical.
I migrated to IDnet from Zen Internet, when I first phoned ID net I told them that I had had a seriously negative experience with Zen - they neglected to tell me that they were resellers for Zen and had they done so I would never have joined them in March 2020.
Having just found this out I feel deceived.
I have seen my service rapidly deteriorate with ID net, the same happened with Zen, but no surprise there they may as well be one and the same.
I was unable to get satisfactory support, they blamed my computer, router, microfilter, router, wiring even my age and gender and told me to get onto the person who built my computer and have a go at him.
I phoned the guy who built my computer, he was incensed as he used to be a BT engineer and he ran diagnostic tests on my computer and they proved that my computer was not at fault, it was new late last year and it is high spec.
I am getting speeds of 3.87 mbps download and 0.01-0.06 mbps upload which is diabolical for £55 and two useless landlines which have faults along with the endless ADSL outages, 4 daily now for 2 weeks and the end result of complaining is being told by ID Net to migrate away or upgrade to Fibre with them on a 12 month contract. I will not upgrade with a company who is incompetent, provides poor speed and service and is insulting and arrogant. I have lost all trust in ID net and intend to take a case against them now with the Ombudsman as I have lost clients and income amounting to thousands of pounds. They are unfit for purpose and my advice to people is steer clear of them and also steer clear of Zen too, they are both as bad as one another, diabolical is a gross understatement and I would award ZERO stars on all counts if that was possible, they are cowboys and amateurs. They will compromise your life and work if you sign up with them as they have with me. Be warned.
- Location
-
- Location
- rochdale
- Reviewing
- IDNet
- Date
- 2018-10-20
- Comments
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been through a fair number of ISPs over the years and can honestly say IDNET are in a different class to all I have tried,may not be the cheapest(they def aren't) but the old adage of "you remember the quality long after the price is forgotten" really applies here!
- Location
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- Location
- Croxley green, Herts
- Reviewing
- IDNet
- Date
- 2018-04-03
- Comments
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I have been with IDnet for about a year after finally escaping from Virgin(do NOT go with them). Everything is great, I have constant speed whatever time of day it is, online gaming is fantastic ping wise and I have had no issues what-so-ever. They are slightly more expensive then other ISP's mainly in setup costs but I am hoping it will be worth it if I ever have a problem. I cannot comment on what they will be like if I have a problem as I have had no cause the deal with them. The real test of any ISP is how the deal with problems and hopefully they will be good, if not I would leave as to be honest my main reason for paying more was to get great customer service.
- Location
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- Location
- Haslemere
- Reviewing
- IDNet
- Date
- 2018-03-10
- Comments
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Excellent customer service. Someone helpful and competent answers the phone and attempts to diagnose and resolve any problem there and then
- Location
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