Digital Home UK - Sevenoaks

TJ _.

I am currently with this broadband and honestly there is a lot of things to say. At first it was all okay, the Internet was fast. Then I have started experiencing connectivity problems once a day, then it started to occur more often. The customer service they provide us with is awful, they are very aggressive, they start having a go at you for asking to many questions, they are very rude although all we did was ask questions to why am I experiencing problems. Then I have paid for my Internet twice although it was paid, they connected my Internet back for one day and the next morning I noticed their engineers walking around on my street, moments after my Internet was disconnected. I have started calling and turns out they just came to brake my cable off, I started asking why, which led to the person I was speaking to be rude to me, having a go at me etc. Bare in my I am 17 year old who was fully respectful towards them and I was calling behalf my mother due to her lack of English. The next day my younger brother has been calling all day, the phone was saying that we are first in the queue but we couldn't get anyone to speak to us for hours. Eventually when we got an answer, they have come up with a different story in which they have to restart my router. Nothing changed, we tried calling back and it took hour again. Moments before their closing time somebody picked up the phone and made it seem like they couldn't hear us and hung up at exactly 18:00 so that when I call back I can't get to them. I have left Virgin Media for this stupid company because of the stuff I have been promised. I am still sitting with no Internet for 3 days and I haven't got a clue of what to do. I have to write coursework and my brother needs to do his homework. My mum has to work. Who will compensate this to us? I do not recommend this company and I wish I have never switched to it

Cameron

My elderly mum got sold Internet at the door in mid June by a company called City Fibre. A talk talk engineer arrived the next day installed cables and a modem. Subsequently the following day a payment was taken by another company.
The Internet has never worked.
After speaking to City Fibre and Talk Talk both suggested they had nothing to do with this and couldn't help. After finding an email in my mums junk emails I attempted to call Digital Home but unfortunately they do not have a telephone number for 'existing customers' and everything has to be completed through the online portal. Alternatively you can leave a voicemail and somebody will call back (in our care 4 hours later). The person I did speak to just created 'a case' on the portal. After several trouble shooting methods and days the Internet was still not working so my mum has requested to cancel in her cooling off period due to the awful impression.
The response she recieved on asking to cancel was 'please be patient and we will extend your cooling off period when your Internet starts working.
We then advised that's we weren't interested in extending and wished to cancel. We were then told that they hadn't got the payment yet but would refund this on receipt and cancel the subscription. This was all between the 24th and 28th June.
As it stands, we've recieved no refund and no response to several messages asking if they require the router back. They're due to take another direct debit payment in another week or so which leaves us in a predicament of keeping the dd live on the off chance of receiving our money back. I imagine they'll just take another payment.
Due to no response I've been unable to deadlock the complaint but will be taking it to the ombudsman once it has passed the required time frame.
The worse customer service I've ever witnessed from a company. This should have been very simple.

*update* the day after this review a response was recieved and refund provided - 14/07/22

Rach

Absolutely wish I'd never signed up.
Was promised fast broadband, well that was a lie.

Netflix app connects then cuts out every 2 minutes or glitches. My daughters tv in the other room doesn't get a connection as apparently there's no WiFi in range. Other apps just won't connect at all.

Unable to get through to customer service on the phone.
No reply to my last email, so have just emailed them again.

I work from home and this is NOT the service I was promised at sign up.

DO NOT DO IT -appalling service

Viv H.

Updated on 24.03.23
Digital Home ceased providing Internet Services in Nov/ Dec 2022. They were taken over by another ISP.
We are no longer with them.
Never had a problem with the Zyxel router.
No issues at all with City fibre ( they own the infrastructure for the FTTP).

Great experience of getting our internet service done with Digital Home in May 2022, as part of the new roll out in Wolverhampton, West Midlands.

If you're reading this after Googling " Digital Home Internet " , please Don't be sceptical about trying out one of the (currently) lesser known names in the ISP arena.
The experience has involved NO overseas call centres or selecting options to speak with staff and being in queues!

The purchase, delivery & installation has gone smoothly for us at each step.
No pushy sales people, and plenty of follow up, by the agent himself & the area team manager. They've been reachable by e-mail & phone throughout the purchase & set up.
When I had an account query I was called back from Head office within 3 hours of me leaving them a voice mail.
The team have been happy to answer all by questions, even about the Router security.
The installation was excellent by City Fibre team. Our service is supplied to the house using overhead lines. They fit a new line to telegraph poles.

I'll add pics of the equipment. Router provided for us ( Wolverhampton) is Zyxel. I'm no tech expert but I realise it has 2.4 and 5g channels.
4 LAN ports, usb 2 and 3. DSL, WAN & Phone connections. WPS connection button.

The connection point In the house is amazingly neat & tidy, and small.

So far no service issues, and the speed test results have shown us averaging at 144 download over a week of tests.
Upload speeds are crazy , today uploading at 102 compared to previous service uploads of 9 to 10.
Our highest download hit 273.
There has been slowing at tea time but, I was not surprised by this.
This has been a refreshing experience! We ordered a service that we wanted, without being sold additional things.
The service has been great, & no call centres.
The Digital Home's account services & interface is all easy to access & nothing is over complicated.
I hope they keep it this way.
Also, I'm not being bombarded with e mails about products & services & partner promos like all of us get these days.

Well done Digital Home ! We are super pleased, and you deserve to do well in the ISP arena.

Debbie C.

Installation to service going down, under 2hrs. Length of time to speak with someone about problem 30 mins. They were not able to provide any info beyond confirming there was a fault in our area. Instructions with router are incorrect. Not impressed. First impression very poor. Will give it 24 hours to see if fault rectified and we can actually set up router. My advice is don't cancel your existing service until you are sure the new one works, particularly if you work from home

Richard P.

Because our previous provider was becoming too expensive, we opted for a change and found Digital Home to be very attentive to our needs. There was no long wait for installation and they were quick and professional. Despite teething troubles, staff were very attentive and bent over to solve the problem, which they did.
Satisfied

Clara V.

Promised fast broadband with no lagging in any parts of the house, if only this was to be true. First couple of months was great, now I can't even use my streaming apps as the i.p address has me not being in the UK therefore blocks it's use, I am very much here in the UK. Very frustrating, all these problems means they are not honouring there part of the contract, so I just going to look elsewhere now. Un-nessasary stress, I should have stayed with EE. Lesson learnt.

Manny

AVOID this company at all costs, if you want full fibre internet just opt for a well known provider such as Vodafone. I've had non stop issues since signing up without any resolution! Worst customer service i've experienced. Wouldn't be surprised to see this company on Watchdog. Complete scam!