Spitfire Network Services Ltd Reviews 127

The customer service experience has been excellent all round from the teams at Spitfire, no robots to deal with, no delay and no nonsense communication to problem solving and handling service issues. They operate a great business model and I can’t recommend them highly enough for their gold standard service. Thank you!

Our experience with Spitfire was nothing short of frustrating and unnecessarily convoluted.

We vacated our offices and called Spitfire on the very day to cancel our service. Only afterwards were we informed that cancellation by phone is not accepted, a critical requirement that was never communicated to us. Instead, cancellation had to be submitted in writing via a specific cease form, which then triggers a one-month notice period.

Despite no longer using their service, we were charged for additional months, denied any refund for partial periods, and required to pay a £45 + VAT cessation fee to close the account. While buried in the T&Cs, the enforcement of these terms feels designed to extract extra charges rather than offer a reasonable customer offboarding experience.

Adding insult to injury, we had to chase repeatedly regarding payments and refunds. What should have been a straightforward process turned into a tedious ordeal. Our Customer Account Manager (Dylan Smith) was awful.

For anyone considering Spitfire, be aware:

- Phone cancellations are ignored.
- One-month notice periods apply even if you no longer use the service.
- Partial months are not credited.
- A £45 + VAT cessation fee is required to close your account.

In short, this is a company that prioritizes extracting fees over customer service. We will not be using Spitfire again and cannot recommend them to anyone seeking a reliable, transparent service.

Great company, really easy to work with, Alan is who I deal with, and gives great customer service

I've worked with Spitfire for just over 12 months. I can't think of a single issue I've had with them. Their level of expertise is second to none and response time to emails is brilliant. On top of this, they're a great group of people willing to go that extra mile for their customers.

We have been using Spitfire for our SIM cards for over 12 months now and have had no issues at all. Alan is always ready to assist in the order process and quick to get the items out to us. The network is reliable and the Tec support rapid.

We use Spitfire for all of our SIM card requirements and have never had any issues. They are also extremely affordable.

Alan, our account manager, is great to deal with and makes both ordering and ongoing support seamless.

We have had multiple routers from Alan at spitfire so we can remotely dial into site for commissioning the buildings and aftercare of the buildings once handed over to the clients.
Support from Alan and his team has been fantastic and the set up process perfect for our needs.
We only use spitfire and would not change from their services and support

We get a great service from Spitfire and find both the costs and support to be excellent. The response we receive from Alan for any sales support is excellent and whilst we have had a couple of minor technical issues to resolve getting individual systems up & running, they have been resolved quickly, without a fuss and at a transparent cost.

We’ve had a great experience working with Spitfire. Their 4G devices have been a game-changer for our business, allowing us to monitor solar equipment live in areas where connectivity would normally be a challenge. The reliability of their devices has given us far better visibility and control over our systems.

On top of the technology itself, their customer service has been excellent—responsive, knowledgeable, and genuinely helpful whenever we’ve needed support. Orders are processed incredibly quickly, with a very fast turnaround from purchase to arrival, which has really helped us keep projects moving without delays.

Overall, Spitfire has proven to be a dependable partner, providing both high-quality connectivity solutions and outstanding service. We would happily recommend them to any company needing reliable remote monitoring solutions.

Fantastic customer service, clear communication and the service performs just as they promised. Highly recommended!

Have been dealing with Spitfire for quite a while and have always had very good support! The communication with our account manager has been brilliant! Thank you Alan and Thank you Spitfire!

Great service. I have been working with Spitfire for a couple of years now and Alan Joy is excellent. He always follows up and we have a great working relationship. I can recommend this company to anyone. Thanks again Spitfire team!

I deal with over 150 suppliers for work - including 8 Internet lines and three phone companies. Spitfire has been the worst.

Every step is painfully slow. Incorrect information. They need signatures for the simplest request - and even have a fax number on their forms!

The support seems "OK" - but the barrier to getting any is too great.

I'm now over six weeks into changing the name on an ADSL line - and been told I'll need to pay extra to get the service I've signed for.

Terrible experience today. I ask for a divert to be set-up which they charge handsomely to do, we now cannot accept any call as it cuts the caller off, I also never received the code to manually cancel the divert so my business is now closed. I tried to call them 6 times and was put on hold for more than 10 minutes each time and then was cut off each time. Awful service, I’m looking for another provider

What used to be a company that supported and valued its clients has turned into a company that couldn't care less.

The technical support is now so bad that I'd rather they just said no we will not help you. It would be a lot less frustrating than getting what looks like automated non-responses just so that the ticket system is updated every few hours.

A simple request to reserve an IP address on the managed router (which I have had to pay for!!!) has turned in to 3 months of aruguments.

The responses have included, this router can't do that, this router can do that but it sometimes reverts and can't be trusted to keep the setting, use a static setting on the device (despite me telling them on a number of occasions that the device can't do that). and most irritating of all, we can do that if you pay for it (again) to be done!!!!

Avoid these clowns at all cost

Working with Spitfire has been nothing short of outstanding. From the very first meeting, it was clear we were dealing with a team that truly understands what world-class service means. Their expertise in providing MPLS networks is second to none, and the professionalism they bring to every stage of the process is remarkable.

The rollout was seamless, delivered on time, and with absolutely no hidden surprises. The network itself has been flawless — fast, reliable, and secure — exactly what we needed to connect our sites and keep our business running smoothly.

What impressed us most, however, was their dedication to customer care. Every question we had was met with patience and clarity, and their support team genuinely goes above and beyond to ensure we feel valued and supported. It’s rare to find a company that combines cutting-edge technology with such a personal, caring approach.

We couldn’t be happier with our decision to choose Spitfire. They’ve earned our trust completely, and we would recommend them without hesitation to anyone looking for a first-class MPLS solution.

Amazing.
Spitfire has been amazing for us as a company. They have been able to find solutions to our issues. Our account manager Alan Joy is the best. The support and advise given has been amazing. Process of order is quick and efficient. Thank you Alan and team.

the customer service of this company is utterly shocking. As a business owner I have been left with no wi-fi since 1pm yesterday. I spent 2.5 hours on the phone them to be passed from one person to another who did not know how to hep me. I have been on the phone from 09:00 this morning and currently still on the phone due to the call handlers telling me that there is no one available to assist me. this has significantly negatively impacted the daily operations of our business! the lack of customer support is utterly shocking. Avoid at all costs.

Pretty Poor...
Coming up for 3 months now since I started the process and still no stable service at my shop.
Call back promises broken.
Told multiple times that my service was ready and it's not.
Incorrect equipment installed in locations.
Techs asking me what the best way to proceed!?
Just a joke, would not recommend.
Ryan.

Great customer service from Alan Joy, made me aware of all the options available to me and ultimately guided me to a perfect solution which was cheaper than the solution I started of with. Would recommend to anyone (especially BMS Engineers) looking for a remote solution for graphics and software.