IDNet Opiniões 787

Switched from Virgin Media to IDNet, as I was tired of my loyalty being exploited. Leaving an ISP used to be a pain in the backside but IDNet handled it all through the One Touch service. New internet was online on the agreed date, they arranged for the cancellation with Virgin Media and total downtime was ~5-10 minutes. Engineer was polite, friendly, on-time and got the job done with minimal hassle, despite it being a problematic location. New fibre to the premises connection has been flawless since install. Couldn't be happier, so far.

Reliable, well priced. The one time I had a problem it was dealt with promptly and with excellent communication.

Totally reliable internet provision.
Extremely knowledgeable and helpful people you can talk to directly and in a language I understand.
Dialogue with my hardware provider (Chelsea Connect).
Could not wish for more! Thanks.

I have been with IDNet for 3 years now. In that time I have only had I think 2 drop outs, neither of which were their fault.

The one time I had to contact customer service it was painless. UK based call Centre with excellent support and trouble shooting.

Line speed has been consistent.

Overall, cannot fault them.

IDNET is an outstanding provider. If you're thinking about making a change, steer clear of the big-name ISPs and give them a try. They provide a real-time RSS feed to keep you updated on any issues, and their service is consistently reliable. I switched from BT/EE, who struggled to maintain a decent signal, to IDNET. While it may cost a bit more, the reliability they offer is well worth it. They don't push a subpar router that fails to meet the guaranteed minimum speed; instead, they offer discounts on Asus routers, which clearly shows they're targeting gamers and multimedia enthusiasts who need dependable equipment and a robust connection. I even built my own speed test app and am achieving 1654 Mbps on a 1600 Mbps line. Their business model is impressive—efficient communication, ensuring Openreach stays accountable, and minimal need for complaints. Should you require customer service, they're exceptional—no fuss, just effective support. I will never go back to the big brands. Ten stars out of five!

No issues and constant speed throughout the year.

Equal upload & download speed is such an incredible thing that I notice (and lament) every time I’m away from a connection with IDNet!

Price for this including static IP is incredible.

I've been with IDNet for many years now, nearly 20 I think. They've never let me down. Technical support is always top notch, and recently when I switched services there were some billing issues, but they were swiftly dealt with by the IDNet billing team. I've stayed with them because of the great customer service and general reliability, and will continue to do so.

Be a customer for several years, no issues, excellent support if you need it, and rolling out newer and functionally better products in my area sooner than expected.

Fantastic.
Fibre internet is flawless. Twice in 3 years I've had to get support, once was my fault entirely and the other out of their control.
Both times the phone has been answered straight away (after 10pm) and they've helped me straight away without passing me around departments. Their call centre staff are very highly trained.
The case that wasn't their fault was resolved overnight and they called me back the next day to check on progress my end. Can't fault that.

The service is very reliable, and when there are problems, I get to speak to a native English-speaker, who knows what he/she is doing

I’ve been using IDNet for a year now and overall I’m very happy with the service. The connection itself has been reliable. The line delivers the speeds I’m paying for when tested using the main router over Ethernet.
Where things fall short a little is the Wi‑Fi experience. The speeds I get around the house are lower than expected for a 900 Mbps service, often around 150 Mbps. I understand that Wi‑Fi performance depends on the home setup, but it would be helpful if IDNet offered a bit more guidance or support on optimising indoor networking.
Customer support has been lovely every time I’ve spoken to them. The only limitation from what I understand is their focus on the external line and can’t help much with anything inside the home, which leaves a bit of a gap for customers who aren’t networking experts.
Overall, IDNet is a great ISP, especially because they offer monthly contracts. That flexibility is a huge plus for people like me.

Excellent customer service.

Easy to arrange installation, customer service have been pro-active.

2 weeks in and everything working as promised.

Great service so far after 3 months. Super fast, no nonsense, packages without router and static IP available.

I really like this ISP. Haven’t really had any issues except they got my billing completely wrong, but they refunded and fixed it very quickly. Literally never had downtime on fibre. Great service.

Very happy with the service

A Lesson in How to Lose a Loyal Customer Overnight!

After two and a half years with IDNet — well above the industry average for customer retention in the communications sector I find myself writing this as a departing customer. Not because the service failed me technically, but because the business chose policy over people at precisely the wrong moment.

Following a minor billing disruption, I discovered upon reviewing my customer portal that I had been silently charged £10 per month above my previous contracted rate since falling out of contract. No notification. No proactive communication. No flag from the team who presumably had full visibility of my account status and billing history.
When I raised this, I was met with a textbook response: it was simply the standard month-to-month rate. No goodwill gesture. No acknowledgement that a long-standing customer had been paying above the odds without being told.

I put forward what I considered an entirely reasonable commercial proposition: a new two-year contract in exchange for a refund of the excess charges accumulated since my contract lapsed. A straightforward retention play lower acquisition cost than a new customer, guaranteed revenue for 24 months, and a customer who wanted to stay. The answer was an unequivocal no.
That decision, made somewhere in the business, is the reason I am leaving today.

I want to be precise about what this review is not: it is not a complaint about connection quality, which was generally solid. This is a commentary on strategy. IDNet built its reputation on being a provider that did the right thing that treated customers as partners rather than line items. That culture appears to have shifted. The focus has migrated toward new acquisitions at the expense of the existing base, and that is a commercially short-sighted position that any retention analyst would flag immediately.

The cost of replacing a customer who has been with you for over two years, in a sector where churn is expensive and trust is hard-won, far exceeds the cost of a reasonable goodwill gesture. The management team will know this. Which makes the decision all the more difficult to rationalise.

My departure is not without consequence to me either I now face the not insignificant task of reconfiguring my Layer 3 switches, updating IPv4 details, and managing several hours of potential downtime across public-facing services while changes propagate to the new ISP. I would have preferred to avoid that entirely. I was prepared to sign for another two years to avoid it. IDNet’s management chose otherwise.

If those reading this review are responsible for customer retention strategy, I would encourage a frank internal conversation about the lifetime value of long-tenure customers versus the short-term optics of holding a billing position. One declined refund and one lost customer may seem insignificant in isolation. I suspect, however, that I am not an isolated case.

It is a genuine shame. The product was not the problem. The decision-making was.

Great reliable service and support quick and professional when needed (once).