IDNet Reviews 790

Very happy with the service

A Lesson in How to Lose a Loyal Customer Overnight!

After two and a half years with IDNet — well above the industry average for customer retention in the communications sector I find myself writing this as a departing customer. Not because the service failed me technically, but because the business chose policy over people at precisely the wrong moment.

Following a minor billing disruption, I discovered upon reviewing my customer portal that I had been silently charged £10 per month above my previous contracted rate since falling out of contract. No notification. No proactive communication. No flag from the team who presumably had full visibility of my account status and billing history.
When I raised this, I was met with a textbook response: it was simply the standard month-to-month rate. No goodwill gesture. No acknowledgement that a long-standing customer had been paying above the odds without being told.

I put forward what I considered an entirely reasonable commercial proposition: a new two-year contract in exchange for a refund of the excess charges accumulated since my contract lapsed. A straightforward retention play lower acquisition cost than a new customer, guaranteed revenue for 24 months, and a customer who wanted to stay. The answer was an unequivocal no.
That decision, made somewhere in the business, is the reason I am leaving today.

I want to be precise about what this review is not: it is not a complaint about connection quality, which was generally solid. This is a commentary on strategy. IDNet built its reputation on being a provider that did the right thing that treated customers as partners rather than line items. That culture appears to have shifted. The focus has migrated toward new acquisitions at the expense of the existing base, and that is a commercially short-sighted position that any retention analyst would flag immediately.

The cost of replacing a customer who has been with you for over two years, in a sector where churn is expensive and trust is hard-won, far exceeds the cost of a reasonable goodwill gesture. The management team will know this. Which makes the decision all the more difficult to rationalise.

My departure is not without consequence to me either I now face the not insignificant task of reconfiguring my Layer 3 switches, updating IPv4 details, and managing several hours of potential downtime across public-facing services while changes propagate to the new ISP. I would have preferred to avoid that entirely. I was prepared to sign for another two years to avoid it. IDNet’s management chose otherwise.

If those reading this review are responsible for customer retention strategy, I would encourage a frank internal conversation about the lifetime value of long-tenure customers versus the short-term optics of holding a billing position. One declined refund and one lost customer may seem insignificant in isolation. I suspect, however, that I am not an isolated case.

It is a genuine shame. The product was not the problem. The decision-making was.

Great reliable service and support quick and professional when needed (once).

Absolutely faultless service. On the rare occasion there's been an issue -- either my fault or Openreach's, not IDnet's I hasten to add -- they have been quick to help and eager to resolve.

IDnet have provided my phone service on a BT line for many years with reliable billing and easy admin. Price is good and the inclusive minutes to international destinations has been great in the past (pre WhatsApp)

Great company and service. Been with them for 3 years and no price increase. On the two occasions I had a problem they were on the case even before I called. Staff very knowledgeable and helpful. Wish more companies were like this.

I needed to change the install date & emailed IDNet, the replied very quickly & I was able to change the date. The router arrived a few days before which was perfect.
On the day of install they actually arrived early which wasn’t a problem & the install was completed in about 40 minutes.

Will be an ID NET customer for life, 5 stars 24/7 tech support, and symmetric speeds couldn't ask for more..

Good people to deal with. Very helpful nothing is too much trouble. Top team for me.

IDNet is not the lowest cost ISP but, having been with several other ISP's in the past, they are by far the best. Customer service is first rate, service is reliable and speed is consistent.

Unfortunately although the installation went well my connection is not working and although spending a great deal of time yesterday this has still not been resolved.
Communication regarding updates on resolution needs to be better.

It's ace. Fast, with great support.

My router I purchased did not arrive until after the installation of my broad band so had to set that up myself.

What makes this a great company as a broadband supplier is:- it works! I have never had to call customer services, everything works.
The ve used idnet for many years, not the cheapest but definitely the best. I have on occasion changed providers because of cost but find other providers absolutely too sketchy to be bothered with. I’ve always retuned to IDnet because it’s reliable and fast.

5 Stars because the service just works as it should, no dropouts, no problems, 5 stars for customer service too on the odd occasion I've had cause to contact them

Been with you for 18 years and always have great speed and service.

Switch went perfectly, rapid replies, internet bang on, maybe the best I've had, couldn't ask for anything more, hope to continue with IDNet forever...

A service that doesn't have drop-outs. Although on ADSL2+ I have had a good connection and better speed then I ever got with BT

Always helpful, friendly and available.

Idnet are a breath of fresh air especially regarding customer service.
you do not sit on phone for hours-more like seconds or minutes.