Pure Broadband Reviews 

From the outset let me say Pure Broadband have been excellent ……. Until being bought out by Connexin. Pay for a 400/400 connection via City Fibre, this was rock solid whilst Pure were suppling. Fast forward, connectivity moved to connexin and I am getting 360/60. Logged with support over a month ago, several phone calls and updates to the ticket later and still no sign of any solution. Connexin customer service is awful, they have ruined what was a decent service provided by Pure. I will be moving on asap.

After a brilliant more than two years with Pure Broadband with responsive support staff and sales teams, I've now been migrated to Connexin . . . . what a change - no response to requests, no-one to speak to as they use a third party company to answer their phone calls and a useless chat system that just has a bot running it - what happened to customer service? Seriously thinking about going back to KCOM. RIP Pure Broadband.

I had an issue with reinstalling my router after a factory reset & Carlos a technician with Pure was very patient & helpful over the phone & webchat. Glad that it's now all sorted.

The agent was a huge help in fixing a mistake I made resetting router to factory settings, very precise information had my back up an running in no time.

Good technical team and helpful

Extremely poor technical team. I phoned just before 11am to inform them that my internet had gone off. My smart home no longer smart. My previous outage on the 23 August I was told to expect a technical call back within 24 hours! You are told a member of the technical team will call you, they never do in my experience. They closed at 6pm so you have blown it if goes down after then. After several calls for an update it's 2105, no update or resolution and still no internet. Very poor indeed.

**Update** The internet came back on just before 3am so was off just short of 16 hours. Still no communication by email.

And then off again at 0800 on the 27 September. Found out this morning the person you speak to is not even employed by Pure but a third handling party. If final came back on 2030 on the 27, a total downtime of around 30 hours.

I have since made an email complaint that will be dealt with within 10 working days. I never have once received a phone call from a manger but I did receive a few more automated messages informing me of progress which was much better than before. I still have not received any details on when I can terminate my contract as of this update at 1301 on the 28.September. Pure have just asked for my account number and further contact details via trust pilot. Strange as I am sure they can find my details with everything I have previously submitted.

Abdul was 5 Star he helped me sort the trouble with my router straight away.

Had an issue for a few days , app on tv was saying I was elsewhere
Like gibbon was super helpful and fixed my problem

Ben was brilliant 👏 It seemed a long process for me to get back online due to my limited tech knowledge. Ben was very helpful and patient with me. I recommend Ben for star of the week.

Called for assistance today and Luke and Abdul were both excellent. Very professional yet personal. Glad to have been connected with them for my issue.

Luke helped me solving the connecting issue very efficiently today, I would definitely give a five-star rating!

Luke is patient and helpful. He used nearly two hours to help me to reset the router configure successfully, very nice.

Customer service is great but my broadband is not reaching upstairs rooms is weak

Ben did a callback for me , he helped me make my payment and gave instructions on how to reset my router. He was very helpful and kind . I’m

Spoke to Ben, my DD had bounced and didn't realise until I got home from work. Sorted everything in a few minutes.

Brill, Cheers Ben

I have been with Pure Broadband for almost 3 years with no issues until this week. I contacted the customer service team who reported it to the tech team and the issue was resolved within an hour with fantastic customer service from Ben. Always friendly and good communication with service updates and direct debits etc as well. Would recommend!

Very helpful and assisted me very quickly thank you.

Ben was they guy to ring if you lucky he will be fixing your problem.
professional isn't the words to describe great service great attitude when faced with little complication stayed calm cool and collected and pushed thru to get me back online
one more time thank you Ben

Internet stopped working for 2 months... tried the usual power cycle various times & tried contact but office hours are closed unless you dont work and can call within the mon to fri 9 to 5.

HOWEVER when I got in touch with Ben in the technical team he sorted it out straight away lovely customer service and back up and running within 10 mins. The 5 star is for that chap and as a general rule I've not had many issues with pure in the past so alls still well!

Appalling service. I am a new customer for one month. First few days were a disaster and finally resolved telling me it was a fault their end where someone hadn’t activated the right areas on the system! One month later this week o lose all internet connection. Called and was told they also agreed it was isolated to my home and technical would get onto it and call me back about a visit etc. Three days without service and me calling pure 9 times not once did I get a call back from anyone despite constant promises. Then this afternoon a message left service will be back on shortly with no explanation or visit. What on earth is going on PURE? Appalling lack of communication or customer focus.