I haven’t been able to get a hold of anyone for months !! Can’t get a new provider because I can’t get this one cut off as still saying live but not had internet for a month sent emails left messages... Toon meer
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Abandoned for 3 months, no calls backs, no customer support but they sure as hell took the money for a broken internet connection. Digusting. Cancelled my Direct Debit, hopefully someone will contact... Toon meer
Everything has been great! After fighting with other larger providers (looking at you, Vodafone!) ordering fibre via DigitalHome's website was a breeze. Straight forward ordering; quick appointment se... Toon meer
Bedrijf heeft geantwoord
Not long with this company but so far impressed. Chris has been excellent, contacting us on a regular basis to make sure everything is OK and if I need anything which is absolutely refreshing compared... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Faster, better broadband. Focused on your digital home experience, we have launched our hyper fast broadband built upon our partner CityFibre's UK network. Simple pricing, fanatical about service, join our community. Together we can change what matters!
Contactgegevens
13 The Rise, TN13 1RG, SevenOaks, Verenigd Koninkrijk
- 033300155156
- help@digitalhomeuk.com
- digitalhomeuk.com
2,9
Gemiddeld
219 reviews
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Near sharp practice
Sales representatives called promising much better broadband. What about my existing contract? I asked. Don't worry about that, we'll take care of it they said. (of course they didn't mean to and couldn't as I found out). I was foolish enough to give my bank details however I was wise enough to cancel the order next day. It didn't matter. Despite cancelling I got email after email and a package containing a router. Much trouble for no gain.
4 oktober 2022
Review zonder uitnodiging
lies lies and more lies
sorry but that's not good enough I was told by your representative that came to my home it was going to be a fast installation
you keep putting the date back
I can't go without internet if it's not done by tomorrow I will have to get another internet provider as I have canceled my internet with sky which ends on the 11th october 2022
thanks for going to leave me without internet
thanks for the amazing service? (no service) you are no different than sky unreliable
was told by your engineer that it was a cable that needed replaced almost two weeks is a joke and thats just for you to update me on the problem and it not getting it fixed
I have had nothing but lies from the person that came to my door the engener that was in my house and now this
what makes you different is nothing that's stated on your leaflet (lies lies and more lies)
6 oktober 2022
Review zonder uitnodiging
Good service so Digital Home Broadband far but download speed…
Good service so far but download speed is generally below 200 mbs when it was advertised as up to 999 mbs which is far lower than what my Virgin was giving with advertised 600 mbs
3 oktober 2022
Antwoord van Digital Home
Appreciate the feedback and will ask a colleague to pick up on the speeds issue. The bandwidth connection is their, so in home speeds may vary depending on the connection, the device and how the measurement is taking place. We will be in touch.
Still not working properly keep losing…
Still not working properly keep losing signal every day and night..
24 september 2022
Antwoord van Digital Home
Thanks for flagging, will check with colleagues so that we do engage to resolve the performance concern.
Great service
Great customer service prior to having it installed. They made it clear how they would install it and where the cable would run. The team were very efficient and caused a minimal disturbance during the installation. My internet connection is much faster now and I’m pleased I made the change to city fibre
25 augustus 2022
Antwoord van Digital Home
Many thanks for sharing. Delighted our improved communications is reflected in a better performance all round. Excellent news and much appreciated.
A professional and genuine company
Although the service took a while to install, we were given a temporary 4G based router in the meantime. The communication from our contact, Sam, was excellent and clear. All of my questions were answered quickly and concisely without any sign of agitation. The employees seem well looked after.
The connection speeds sit comfortably between 840Mb/s to 1.1Gb/s. I have seen half second peaks at 2.8Gb/s and half second lows of 408Mb/s but neither last long. There have been no service dropouts so far in the week since installation, other than for brief router updates I was made aware of shortly after the install. The connection is stable.
In conclusion this is an excellent company aiming to give end users a choice other than Vodaphone or BT. They have real people that want to engage in and solve your problems if they arise. I have been thoroughly impressed with this company throughout and though I did have to wait longer than expected for the install, it was absolutely worth it.
21 september 2022
Review zonder uitnodiging
Antwoord van Digital Home
We do appreciate the feedback and taking the time to share. Delighted the guidance and support has been positive, despite not all aspects of the installation going right first time. We are determined to build a happy, hyperfast broadband community, welcome onboard.
Amazing service from Mark and Chris
Amazing service from Mark and Chris. Much cheaper than my previous provider and they available to contact with any concerns ...5 🌟
22 september 2022
Review zonder uitnodiging
Antwoord van Digital Home
Awesome shout out for the local area team, thank you for sharing. With a fast growing hyperfast broadband community, we know we can deliver a good quality service and performance across our all fibre network. Much appreciated.
Very efficient
21 september 2022
Review zonder uitnodiging
Antwoord van Digital Home
Delighted and thank you for sharing.
Internet is terrible
Internet is terrible, drops out every hour and have no intentions of coming out and fixing it. That bad we are waiting on talk talk fitting us up
15 september 2022
Antwoord van Digital Home
Dear Ms Cochrane,
You have clearly had a very poor experience and for which I apologise.
Your case is an exception and has been raised and escalated with CityFibre, as the service absolutely should not drop out as you have indicated. At the time or writing we do not yet have a definitive reason for the service failure or fault on the access network. We will update you directly with findings when we have all of the data.
I can appreciate how poor your experience must be if you are returning to one of the incumbent operators!
Extremely poor company that needs…
Extremely poor company that needs investigating. Left us without internet for 3 weeks with no communication on tickets or issues and also sent no router! Mine wasn't a straightforward install but their communication with cityfiber was poor, I called them constantly and tried to go directly to cityfiber but it was impossible to get them to do anything. I'll be reporting these guys to the Trading Standards.
29 augustus 2022
Review zonder uitnodiging
Antwoord van Digital Home
Dear Mr Norledge,
We are truly sorry that you had a poor experience the installation of your internet service.
As one of the founders of Digital Home, I take such matters extremely seriously. I am not sure on what grounds we have contravened any trading standards. However, I will undertake a full review of the case internally and with CityFibre, our access network provider and call you directly to discuss
Again apologies and I look forward to discussing this matter with you.
Jonathan
Sadly my husband has died and he was…
Sadly my husband has died and he was the account holder, I was told that because I lived in the same house I was now responsible for the account!!! Completely unsympathetic, adding stand phrase ‘sorry for your loss’ but…. I came off the phone completely traumatised by the lack of empathy and false information
12 september 2022
Review zonder uitnodiging
Not good customer service
Confused installed date .customers service poor after installation
22 augustus 2022
Antwoord van Digital Home
We do acknowledge there was a number of issues caused by preparation works to install at your location. This created some confusion in our communications, subsequent to identifying problems with our access network partner CityFibre, areas for improvement that we are working on. We will endeavour to improve.
After having our Internet just go off…
After having our Internet just go off (fault with the outside wires) and having this on going for a week digital home went above and beyond for us having people in our house working from home a lovely guy Connor from Glasgow was absolutely amazing in constant contact with myself even had us sent a 4G box to help us be able to work from home and had our problem fixed as quickly as he possibly could he even called me after it was all fixed to make sure I was happy true star having to put up with me
2 september 2022
Review zonder uitnodiging
Antwoord van Digital Home
Thank you Melissa - appreciate your feedback.
I will ensure that we extend your thanks personally to Connor! Rockstar!
Everything has been great
Everything has been great! After fighting with other larger providers (looking at you, Vodafone!) ordering fibre via DigitalHome's website was a breeze. Straight forward ordering; quick appointment set up; polite, friendly and knowledgeable engineers fitted the line; good speed internet! No complaints. We did have an internet outage for an hour or so on one day, but that was due to an upgrade issue and comms were shared. I work in IT, I know these things happen! Would recommend to others.
7 september 2022
Antwoord van Digital Home
Thank you Amy for your great feedback - always welcome!
Worst experience ever.
Worst experience I have ever had.
Told I would not be charge early termination fee from sky and ended up costing me £144.00 then told I would get speeds up to 900mbs could only get 200mbs at best also failed to tell me that after 12 months it went up to £45.00 a month from £35.00 a month. Would never recomend to anyone.
7 september 2022
Antwoord van Digital Home
Dear Ms Mchugh,
I am sorry that you feel that you had a poor experience.
I must point out that we have no insight whatsoever into to your contractual obligations with your current provider and we make it clear that you need to check your existing contract as most incumbent operators have early termination clauses.
With regard to the promotional offer which you signed up for, this is clearly stated and on the front page of our website, promotional material and in our T&Cs, which you have agreed to. I wil review this question with the Product team to see if this can be made any clearer.
With regard to speed tests, I have personally checked your service and can confirm there are no issues on the Fibre optic service, which means that on a wired test with a gigabit capable device you would absolutely be getting the 900Mbps internet access.
As you may have read on our website, speed tests are highly variable and are dependent on what device you are using, any hardware limitations, whether this is a wired test or wifi, the server which you are testing to and the vagaries of the public internet and so on.
Further, we use leading edge, AI driven WiFi analytics and if you are still experiencing issues with speed, our Service Champions are happy to advise on optimising performance of the in home Wi-Fi network
Its crap cant watch itv hub or BBC or…
Its crap cant watch itv hub or BBC or any app on my tv or phone
6 september 2022
Antwoord van Digital Home
Dear Ms Brace, The service is absolutely not 'crap'.
At this time, we did have issues with one our upstream IP Transit providers, whereby a single IP address was incorrectly registered on a European Internet registry. This minor admin error on behalf of one of our network partners, temporarily caused some issues for a handful of customers accessing certain streaming sites.
This issue was quickly identified and resolved, within a 24 hour period. We are now running on an entirely new and 'clean' address space, so this issue will not happen again.
Our IP engineering team, quickly identified and triaged this issue and we proactively sent out regular updates and recommendations on clearing the cache on streaming devices - a simple fix.
If you are still experiencing issues, our Service Champions will be more that happy to assist in optimising your in home network.
None uk ip addresses
I'm tired of this company and i want to be released from my contract, i can not use iplayer, Amazon video etc without needing to use a vpn because this companies ip addresses are none UK according to iplayer, amazon.
This has been going on for 2 months now and iplayer and amazon are clamping down on vpns making it impossible to watch.
Such a shame as speeds are decent, and in response to your last email "you won't release me." well not providing the service as promised is full grounds to be released from my contract without penalty.
In response to the reply are you calling your customers liars? I have evidence of when i first reported it to you, also yes it is grounds for release as you are not providing the advertised service.
The VPN was required so i could have a UK based ip address to access services such as Iplayer, i live in the uk i shouldn't be needing a vpn to access uk services.
However this matter does now seem to have been sorted so we shall see how it goes, i have 18 months left them i'm gone from you.
18 augustus 2022
Review zonder uitnodiging
Antwoord van Digital Home
Dear Mr Ellitts,
I am sorry that you have had a poor experience of Digital Home. To clarify, you absolutely should not, nor would we ever recommend, the use of a VPN to access your streaming services. If you are using a VPN, then the streaming services will likely block you and blacklist the IP addresses used by Digital Home.
At this time, we did have issues with one our upstream IP Transit providers, whereby a single IP address was incorrectly registered on a European Internet registry. This minor admin error on behalf of one of our network partners, temporarily caused some issues for a handful of customers accessing certain streaming sites.
This issue was quickly identified and resolved, within a 24 hour period (certainly not the 2 month period you mentioned) We are now running on an entirely new and 'clean' address space, so this issue will not happen again.
Our IP engineering team, quickly identified and triaged this issue and we proactively sent out regular updates and recommendations on clearing the cache on streaming devices - a simple fix.
If you are still experiencing issues, our Service Champions will be more that happy to assist in optimising your in home network.
Your final point re contract, our service agents will not release you as the service issues you described are not as a result of any activity from Digital Home.
My WiFi is poor
31 augustus 2022
Antwoord van Digital Home
Hi Henry,
Thank you for your review and feedback.
Factors affecting Wifi performance are many and varied, from the placement of the ONT or router to the device capability, interference from neighbours in home devices to the use of low quality wireline 'boosters'.
Digital Home uses leading edge, AI driven WiFi analytics to analyse performance down to an individual device level. If you are still experiencing issues with in-home WiFi connectivity, our Service Champions are on hand to advise on optimising performance and enjoyment of the in home Wi-Fi network.
Crap service should have stayed with virgin…
Crap service should have stayed with virgin can’t watch any catch ups on iplayer itv hub etc and all I get is everything is fine our end yet works fine on virgin
31 augustus 2022
Antwoord van Digital Home
Mr Green, A disappointing review and more so that you say that you should have remained with your incumbent provider. I am sorry to hear that your experience was not great. Indeed, we did experience issues with one our upstream IP Transit providers, whereby a single IP address was incorrectly registered on a European Internet registry. This minor admin error on behalf of one of our network partners, temporarily caused some issues for a small number of customers accessing certain streaming sites.
This issue was quickly identified and resolved, within a 24 hour period. We are now running on an entirely new and 'clean' address space, so this issue will not happen again.
Our IP engineering team, quickly identified and triaged this issue and we proactively sent out regular updates and recommendations on clearing the cache on streaming devices - a simple fix.
If you are still experiencing issues, our Service Champions will be more that happy to assist in clearing caches and getting you streaming again.
So basically I have had trouble with my…
So basically I have had trouble with my internet ever since I have changed to you guys I haven’t got no number or who I’m actually with as I have been calling round but now I need to email you as I’m not having this any more
31 juli 2022
Antwoord van Digital Home
Hi Cher, one of our team will be in contact this morning. We promote on order confirmation email and our website, our support contact details. We are available on 03330155156 and help@digitalhomeuk.com, while our customer portal also supports contact with our main team. https://www.digitalhomeuk.com/customer-support/ regards paul
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