Pine Media Broadband Reviews 

I live with my partner and we moved in 3 weeks ago.

Before we found out about Pine Media, we used another broadband provider for 3-4 days until we cancelled the contract with them due to the poor experience we encountered with their slow internet connectivity.

We noticed we had a previous broadband router in our home from the previous tenants, however we had no idea it was actually an internet router. So we found out about Pine Media online, and we noticed the BEST internet speeds for the area we live in.

I'm a Software Engineer, my partner is an Architect, so we both require fast internet at home as we both work remotely. Pine Media did the best job in providing us with ultra-fast internet in our own home. We signed the contract on a Friday evening, and next thing that happened, next Monday I gave them a call and they were extremely kind and instantly made the router work. Done the setup steps, and I am extremely pleased with the internet speed we have at home right now.

Trust Pine Media when moving places, they are the best provider in Sheffield. Highly & strongly recommend! Takes literally seconds to set everything up, and if you encounter issues just give them a call and they will be super kind to help you out.

Edit: no engineer required, no appointment. Plug in the router and enjoy their ultra fast internet.

When it works - it works, but complete outages are regular (don't believe their 99% uptime status page). And connection barely works in the evenings - I had better speeds on ADSL. And the worst of all - customer support simply doesn't exist. They don't even try to be apologetic, they just ignore you.

The very beginning was full of red flags which I dismissed considering all the good reviews I've seen.
- I had to re-do order form 3 times as their system kept losing it.
- Then their own service didn't push through Openreach appointment so it had to be re-booked manually by them for a much later date than I booked initially.
- I never received promised £25 credit for using my own router, all my attempts to remind about it went unanswered
- They never sent me connection credentials required for using own router, had to call and ask.
- And now connection barely works around 9pm time any day. And no, it's not home WiFi problem, it's over the ethernet.
- Customer service requests stay either completely unanswered or you get ghosted after initial acknowledgement.

I'm now halfway through 24 months contract but honestly I'm ready to pay whatever early exit fee they ask even if it's full price of another year just to never think of these guys again.

Update: you're making it worse. You could have checked what's up with your own tech people (which are actually nice once you can finally reach them) before playing "no warranty for own equipment" card, could you? Also I hate to be that petty about £25, but again you could have checked my account invoices. I did. I don't see credit in any of them. Do you?

We've just renewed with Pine Media. The service has been brilliant over the last 12 months, with no issues at all. The upload and download speeds have been consistent over the past year.

Highly recommended and their whole house wifi is fantastic! It's also nice to support a local (Sheffield) business too.

My apartment has been connected before now and all I needed was just to connect the router and voila I was connected. Easy and affordable

Really pleased with the service. Got a quick fitting appointment, and the guy who did it was excellent. Had to wait slightly longer than I'd like for the router but the coverage over two floors is excellent, so worth it.

Good service while it was active, but as soon as we wanted to cancel, things took a turn. The cancellation process is manual, which isn't a great start.

Moreover, once you give the 30 days notice, you continue to be billed the full amount as normal. In our case, we gave enough notice to cancel on August 31st, and we were billed the full amount on August 23rd, meaning we paid until September 23rd for no reason.

I emailed support and they promised a partial refund to correct this. A month later, still no refund, and they claim this is okay given their cancellation terms. I've had to resort to a credit card dispute to get my money back, which is ridiculous.

Excellent, really nice installers who turned up on time and completed the installation without fuss. Broadband is lighting fast and the app is great too. Would highly recommend using this ethical, Sheffield based firm!

The wiring was already installed in the flat so I called to pick up a router from the office/warehouse. The staff were really helpful with answering my questions and they got everything connected and set up within the same day.
The HomePass app is also very user-friendly and gives you a lot of control over your wi-fi.
Been set up with Pine Media for just under a month and there have been no problems so far!

Pros:
+ Cheap prices compared to other networks
Cons:
- engineers never actually showed up in the afternoons (on 2 seperate occasions) when they said they would (but they’ll charge you £85 if you don’t answer them if they actually show up)
- charged me £85 after misleading me and leading me to think service was fine and then when asked the response was just ‘sorry were a small business we HAVE to charge you’ (after acknowledging that the emails were misleading)
- poor equipment has caused the wifi to be out for 3 weeks out of the 2 months I’ve had it so far
- payed for a 550mbps contract but my relatively new laptop next to the router is getting 150mbps
- took them 6 days to set up after the initial ‘instillation’ date

Great prices and the wifi is very reliable. Even though our set up wasn’t smooth sailing and we encountered a few problems, the staff were great and super helpful, and they resolved everything very quickly

Pine Media have an excellent customer service team. From the initial chat to order their service, to my renewal today, they've been friendly and helpful at all times.

When I needed an extra hub device to boost WiFi signals around my home, one of their engineers was able drop it iff for me the very next day!

I've only had a single outage in two years, and their issue tracking system made it simple to find out what the problem was, what they were doing about it, and how long it was likely to take to resolve, making it really easy to manage expectations at work as a fully remote employee.

All this for superb prices make it a no-brainer for me to stay with them and recommend them to you!

My property already had the wiring installed so all I needed was to plug in the router and the ethernet cable and within a few minutes, everything was set up. Customer support was kind and helpful which is always a big plus. I also liked that the contracts can be either 1, 12, or 24 months as many other companies offer quite inconvenient 18-month contracts. Overall, I have been using it for a few days now and have no complaints.

First things first the transfer has taken place and it works and I happy now

However Pine could do far far better with regards to communication during the transfer process by for instance stating clearly what the process will be when I can expect things to happen and who will be doing what. Yes I could ring them and get answers (they do answer the phone and do answer questions so no complaints there) but I should not have to be working out what questions I need to ask.

The whole transfer took far longer than originally stated because of the need for Pine to fit in with Open Reach and I received two automated voice mails saying things would happen on a certain date that were wrong and I had already been told otherwise by Pine - but of course you don't know which info is right.

My router was delivered by Evri (I expressed surprise they were using a company with such a poor reputation before delivery) and although I had asked if I was not in for it to be delivered to my neighbor it was thrown over the garden gate (luckily a sunny day). As far as I am concerned a company must accept full responsibly for their sub contractors and can not hide from their mistakes.

On transfer I received in less than 24 hours 11 silent calls that on investigation were directly related to the transfer

Like I say I am happy now that I am up and running but Pine need to recognise that many people are not experts and simply do not know anything about the process of transfer and need consumer focused information throughout the process and the sad thing is that it should be so easy for them to do and would reap rewards for the company.

Shambles. Booked installation between 12 and 4. No sign by 3.30 so phoned them up. Engineer has been called to another job and no-one had bothered to contact me, so afternoon wasted. Customer service person on the phone gave me the classic corporate ‘sorry you feel that way’ non-apology when I expressed how discourteously they had treated me. Very bad initial experience. Rescheduled for same time next week but reconsidering whether to bother with them.

Jack was super understanding when we were in a frustrating predicament of not having wifi for more than a week. We want to support a local business and help them thrive. They are a lovely bunch at Pine Media and have excellent customer service. Whenever we have had an issue it has been dealt with fast. Fingers crossed the issue is solved fast now...

On the like side, the installation crew were friendly and polite and left our property clean.

On the down side, the installation crew, on leaving said I would receive a password in approximately half an hour. After a couple of hours I contacted Pine media to ask for a password, talked to a gentleman, who I thought was going to sort it out.
Next day, lunch time ish, rang Pine media again, 5mins later I had my password, brilliant.

Some initial teething issues with getting things set up however their out of hours support team has been amazing. Very prompt response offering several possible solutions to the issue we were having, and very kind and professional especially considering the frustrated tone in which I initially reached out to them. They have been nothing but helpful and the engineer they sent to install the modem was very polite.

Helpful continued custom service and thus far - the connection (whilst using the home pass/ plume application) has been great.

Great to have Sheffield based super fast internet! I rang up when setting up for some quick advice and I got through straight away! For comparison when getting through to previous supplier(sky) it took me 45 minutes to get through for technical support.
Would highly recommend!

So glad my landlords sent me a flyer for Pine Media as I have got such an amazing deal with rapid service, quick setup times and minimal equipment! 😊 Best of all, they’re Sheffield based too… 🏵️🤘