NewNet

Have been with Newnet for 4 years now and cannot fault them for customer service or technical support. I recently experienced problems with my router and bought an expensive top-of the-range replacement from that well known computer store. The replacement caused me nothing but grief (together with unintelligable call centre operatives). At least the store refunded my money. Newnet on the other hand lent me a brand new router already configured for use on a sale or return basis. Needless to say I have kept the router with improved line speeds and wireless range. Well done Newnet!

I was with Newnet for three years, having just left recently.

When I first joined them their customer service was exemplary and they had some really good packages on offer. Newnet at this time (2007) was clearly miles ahead of many other ISPs.

Sorry to say I have been very disappointed with them recently and that has prompted me to switch.

My main gripes with them have been:

-Their staff seem to have adopted a "we are the greatest and you are such a lucky customer to be with us" type attitude. Big mistake there, sorry.

-Their packages have become increasingly less competitive, for example for the same price you can get, from other ISPs, a much higher download allowance and more agreeable off-peak times.

-During my recent house move, Newnet made a complete balls-up of reconnecting me and they weren't honest about the charges and the timescale involved; basically they bullsh*tted me. After being reconnected in my new house, (which incidently is about 500 metres from my previous address), my speed had more than halved. When I asked Newnet about this they couldn't have cared less. As a case in point, when I changed providers my line went back to its former speed.

-When I first informed them that would like a mac code they refused to issue one, behaving like a bunch of spoilt children.

-They have made using bandwidth during their off-peak times deliberately difficult and confusing, thereby sneakily making sure that customers cannot take advantage of it without some serious head scratching and hassle.



On the plus side:

-The actual reliability of their service and the upload and download speeds has been very, very good.

-Until quite recently their customer service was also very good (see above).

-The customer account page where you can view bandwidth use and other functions is well designed and easy to use.

I'm still with newnet years on, and have recommended them to friends too who have been pleasantly surprised - one was on talktalk and discovered that there is such as thing as too cheap!

Since I wrote the review newnet have allowed end users better control over what happens when they hit their monthly allowance - you get emails warning you - and you can choose to set a hard limit or allow an "overdraft", and also buy additional traffic up front. I like this level of honesty!

Service is still unthrottled - no problems torrenting linux isos etc (:-)

Customer service still speak english, and respond to requests even on a Saturday morning!!

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I've been with newnet well over a year, and on the two occasions I contacted their tech support they responded promptly - once when I queried the setup (I had it working but I wasn't sure it was optimal), and once to get reverse DNS working.

I don't use their email, web, new or DNS, I run my own linux gateway/firewall so can't rate them.


Download speed is good nearly all the time - so good that once my bittorrent client went wrong and used all my traffic allowance in less than a day!


I'm disappointed with the price rises but will stay with them and see how it pans out; I'm happy to pay a bit extra for a quality service.

migrated from Metronet (plusnet). I live very rural at the end of the line (exchange about 7 miles away). All i can say is that I get consistent speed now, less connection drops and a decent, better speed given my circumstances... All this for less than £12 per month. (occasionally higher when I go over my limit) Very, very happy.

I recently migrated from them to Plusnet, however I found that after the switch I could not access my old email account with Newnet, so I phoned them this morning to resolve this issue only to be told that the mail account is linked to the broadband connection and ends when the service does.

If I have been informed of this when I applied for the migration code I could have resolved the problem of accessing all my various accounts and changing the email address before the switch. However Newnet do NOT inform you of this.... they just suspend your email address without warning or notice.

The major problem for me with this is the fact that password criteria is becoming more complex by the day, and they now not only ask for alphanumeric data, but in addition symbols and capital letters, so trying to obtain all the forgotten passwords becomes a nightmare, especially when the password reminder is sent to the email address that can no longer be accessed.

So let this be a word of warning. It may be that you own ISP has a similar policy, so it would be worth contacting them and checking to see. I can confirm that Plusnet do not do this, neither does any of the major ISPs, but it may be that some of the smaller companies do, so I would check and potentially save yourself a lot of trouble.