Pure Broadband Reviews 1,143

I remember this company I was with them in 2023 in November my Internet cut out I was without Internet for 2 months they changed the dates of the engineer to come out multiple time I asked If someone from management to call no one ever did and the real kick they charged me for the 2 months it was down and a fee to cancel my broadband avoid this company.

If Connexin are anything like purebroadband, I wouldn't go near them with a barge pole. There accounting system is in disarray, they bill you for services that are shutdown. There invoicing system is a mess and does not correspond to your property(s). They don't sort issues out and hide behind email address.

Pure Broadband,
Connie P.
8 reviews
If I could put less than one star I would. I was with the company since 2017or 20 18. When I called to have it transferred to another house temporarily I was told that there were no extra fees or anything. Then when I moved back all I needed to do is call and let them know. How ever the paperwork I signed for the transfer ends up being a contract for a year. When I took them as a Internet company I was on a pay for the monthly, from the way I understood it, you were able to cancel it at any time. It changed from WV hotspot to pure broadband. Never told, only billed through the e-mail. Because of some reason they said that they couldn't get the payment out of my account for March 2024, but then just turned around and shut off service the first part of March. Called me later. Middle,end of month or even maybe april. Said credit card expired needed a new one, so how did they then took payments for April,May, and June. After they were told to cance the service before taking them. And I still had no service because I already moved and told them. I shouldn't have to pay for service I don't get. Also was told to come pick up the modem. But they had problems getting someone to come out and now want to charge 106 plus for a contract that was supposed to be paperwork for the transfer and money for the modem because they didn't come get it ' their problem ' how fare is that. Not only are they misrepresenting what paperwork you are signing, when I told them I couldn't see due to no glasses plus their charging for things that are their fault. So there's no customer appreciation for loyalty and the service is on/ off for weeks and never compensated for the loss of service. There's certainly are a lot better service out
there at least around the same price. I am going with someone else. The service is not worth the price. Customer loyalty sucks and the communication from the employees and the company is poor. The lady told me not to talk over her but wasn't listening to me and doing the same thing. Talking over me. I don't care what the company policy is. When it's not presented correctly and the service is poor. Contracts represented wrong. Customers shouldn't have to pay for any of it. And reporting to the BBB or the Attorney generals office is a waste of time. They don't investigate or do anything for you. Especially the poor and elderly. Most companies don't mess with people that can afford an attorney.

Terrible internet. Asked about increasing speed as was on 50mb and quoted a ridiculous amount of money. Internet speed test shows a download speed of 0.69mbps and an upload speed of 7.53mbps. Moving to EE tomorrow and not a moment too soon. Getting 500mb (with a guarantee of 480mb) for the same price as 50mb from pure.

It’s fine until you need help and nobody wants to answer the phone. I had technical problems and called them at 17:38 on a Monday. No answer and they closed their lines at 18:00. Happy to take my money but the only time in over two years I actually needed their help they don’t pick up the phone to you.

True test of customer service is in how you are supported when things go wrong. When you have a system that is in most cases plug and play there is very little for a company to do (from what I experience as a customer). This was the case for me until my internet kept cutting out.
I reported the issues initially with Pure Broadband 25/04/23 and was given many trouble shooting instructions to conduct remotely. My issues have never been resolved. My internet would work for periods then randomly cut out. My wife works from home, these issues have significantly compromised her ability to do her job effectively.
I live in a poor mobile phone area. Without internet I cannot make or receive calls. Trying the troubleshooting meant I would lose connection. I would need to leave the house to get mobile network to speak to the advisor and then go home to carry on the actions requested. At one point I had to do the troubleshooting via a series of emails that I would pick the advice on my mobile emails when in mobile network. This was not ideal. I asked for an engineer to come to my property to help resolve these issues as I am not able to continue with the poor reliability of the internet. I was informed this would not happen as my location was too far from their base in Hull. This is a clear indication that I am not valued as a customer. I called most recently on 07/12/23 and had a call back from an advisor at 10:43 08/12/23. The issues is at a point I cannot take any longer. I asked for a manager to look into my case as the issue was not progressing. I was informed that they have 48 hours delay before a manager would call me, this was not upheld. I called again at 09:32 13/12/23 to enquire about the call back. The advisor informed me that this was noted and it would be escalated. As of writing this 14/12/2023 I have still not had a phone call. I will come back and update if and when they call back.
It is a real shame but I am left with no option but to leave pure broadband. I think it is reasonable to want a service that values its customers, offers more than email notifications that a direct debit is about to come out. I think it is reasonable to want a service that understands the challenges that come about due to poor internet reliability. I think it is reasonable to want a service that understands that customers have different levels of understanding and capability when it comes to technical issues.
Pure Broadband does not meet these expectations, nor have they shown value in me as a customer.
Please read the other review and you will see a pattern of poor customer service. I wish I knew this before I joined them.

Update 2/1/24: They got back to me on 19/12/23. Told me no engineer visit as when they looked from the 7th they saw no further issues. I need to purchase a new router if I want as mine is out of warranty. They state below in the reply it is now resolved. I do not agree. This tells you need to know about the customer service experience with Purebroadband.

Seriously my complaint needs proper acknowledgement from your company and I NEED TO BE COMPENSATED FINANCIALLY APPROPRIATELY. I am due to update the social network reviews soon. I hope your correspondence and resolving of the unacceptable treatment of me will be dealt with professionally for once, So we can all move on.
Before making your fair decision, I expect you to review my case individually. Acknowledgement of all my attempts with phonecalls, messenger, emails and social media from me to your company NEEDS TO BE LOOKED AT.
As you may be aware I am a single, disabled woman, living in an isolated location, that has consistently been ignored by your company in my many many attempts to sort my Internet issues out.
I gather you have given yourself the right to respond to complaints within 8 weeks. Well I think you will find my issues started several weeks ago now.
I hope you take this terrible,stressful and totally unjustified treatment from you Seriously.
I await your immediate response as I have a solicitor ready to take you on.

Posted a previous review

It gets worse..
I have still not recieved a refund from pure broadband I have been chasing them for 3 weeks with not a single email or call back!
I never went live with there service as there was too many red flags in regards to communication and not being able to get me live on the alleged dates.
No money back as of yet and recieved an invoice this morning for a service I'm not receiving! Can't get through to accounts in 20 phonecalls yet can get an email from them with an invoice for a service I don't have!
Absolutely shocking company avoid at all costs there shady as!

I’ve had no internet connection for 2 weeks now, I’ve called pure broadband over 20 times in which they give the same reply, “we’re just overflow, we’ll get someone to call you”. Still no call back or anything. Was promised a router shipment last week to replace our current one, a whole week has gone by and I haven’t received anything regarding the shipment. I was even told I’d had to pay for the delivery which is a violation due to the fact of how long I’d had no internet, even at that I still accepted to pay it only still to not have been shipped a router. Terrible service.

Shocking customer service.
Have been reporting a fault for months and they finally get back to me via email only to close my fault report because I was unable to respond within a less than 24 hour timeframe.

Hi guys,
I been a customer with you guys for nearly 2 years , and always 5 stars customerservices. First time in 2 years I had a small issues with my Internet connection because of me (resetting the WiFi router) and then my credentials been reseted. Carlos been amazing and help me out and gotted sorted. Thank you Carlos !! Best regards!

I have no internet since 29 of October (more than 2 weeks!!). Called customer service almost every day. Heard the same promise each time. No contact back. Paid for nothing!!! I'm not disappointed - I'm very frustrated!!!!

We have had no Wi-Fi for 9 days, I have contacted customer service 5 times and each and every time the response has been" We will call you or / send you an email ASAP ". My kids have to do their homework over the internet, I have work to do over the internet and contact clients, this has been a very distruptive problem with absolutelly no proper response or initiative to solve the issue at hand. Technical support has been, to plainly put, atrocious. Hopefully this issue can be resolved by the company to avoid these issues for others in the future.

Reported no internet 9 days ago. Still not fixed! We have no 4g signal here either so can’t do anything online. Anyone who relies on working from home should not go with this provider. They still haven’t contacted me!!!

Been waiting 4 days now with no internet or follow-up from customer service. I rely on the internet for my work. I feel very frustrated

If I could give less stars I would! Absolutely shocking service, our connection has always been fairly intermittent but being in a new build estate we are limited to who we can go with. We have had no broadband since 22nd October, did all the usual checks to no avail. Nobody to contact on a Sunday so called Monday to get some help to be told someone will call me back! Called another few times and eventually someone called back on the Thursday, phone call got cut off and no attempt to call back. I spoke to the “overflow” team the following day and managed to get a call back! Went through some checks with technical support and same thing happened, got cut off and no call back, absolutely ridiculous way of dealing with customers. On the Monday called to cancel services to which I was told someone would have to call me, can’t get another broadband company as we it shows we still have an active connection. Absolute disgrace.

Now connexin have taken over it seems my Internet is worse and so is customer service. I have now phoned 2 days running to tell them I have no Internet and have done all the usual phases to check connection at my end to get it back on, to no avail. Was told on both phone calls someone would call me back. NO CALL BACK. And STILL NO INTERNET. you can't even chat to anyone over the phone or online after 7.30pm. No technical support, you can only leave a message with a short explanation and hope someone will contact you. This is very poor and I am considering cancelling my contract and finding a better provider. Such a shame because Pureband were brilliant up to now.

Customer Service are terrible, I rang at 11:30 asking for help it is now 3:00 and ive had nothing. This needs to improve.

Reaching the customer team to make some changes on my existing contract.
Immediate answer and very helpful agent (Charlotte). She was answering my questions and providing guidance on the info requested.

No technical issues over 1 year and good service so far