Pure Broadband Reviews 

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.

New build house area pure broadband no1 quality all my family happy use net thanks for pure broadband thanks

Spoke to Ben to get connection fix and couldn't fault the guy did everything need to resolve this

great technical support!
i called as i had no internet and i didn't have to wait on hold once! and had a call back form technical engineer in ten min max!
if only all customer service was this good!
Ben was very helpful

Poor from purchase to set up. No response to complaints.

Hi I specifically thanks Isaac he carefully followed my task till the solution

It was easy to transition and the staff were very helpful informative and supportive we
Hen we needed support

Abdul was amazing. I had several different phone calls but his final call solved all the issues and saved me having to buy a new router which is what the first man advised would be the only fix.

Here we are again full outage of service so cant do my work also my security/cctv is now vulnerable and all the customer services can be bother to say we will get an engineer to you in a couple of days..i will be going back to KCOM at the end of my contract..rang the company and got fobbed off 😡😡😡
DAY 3
Still no answer just pointless useless overflow call centre that the operator told me they are just overflow and can only take message to pass on !! via carry-a-pigeon

Lucy i paid my contract off with you yesterday despite it meaning i lose a month of your excuse and buffing internet..i've gone back to my previous company..
You can see my name on thus review and i guarantee you don't have any videos of her name on your account so stop trying to deflect negative review insinuating I'm not a customer

This is a great service, the best broadband we have ever had. No outages , no slowing down and brilliant customer service.
Bekkah the customer service agent was honest,efficient and very helpful.

Brilliant service. He also handled my frustration very well and sorted my problem out ..Happy chappy

Appreciate his professionalism with his approach of problem resolution. he is patient and technically sound.

Called through with an issue which was very swiftly resolved by Isaac, thankyou

I was slightly worried about going with a broadband company who I hadn't heard of, but where we live we don't have the option of one of the well known brands. But I've been fairly happy after 2 years with Pure. Whenever there are problems, the customer service are pretty quick at replying and sorting issues. For example, Ben changed the channel on our router remotely on our router which got our broadband speed back to normal levels without having the send an engineer.

Absolute waste of money. CONSTANT issues with the internet, always drops off and disconnects dozens of times a day, making it impossible to simply watch a show on Netflix - that's how useless it is.
Customer service are a joke, there's no technical support over the phone whatsoever!!! Instead you have to email back and forth, waste your time with dozens of messages where you're asked to repeatedly repeat yourself, when you've wrote said information on the same email thread multiple times!!!!!

Seriously do NOT waste your money with this appalling company. Terrible customer service and terrible internet

Shocking absolute joke of customer service and service . I've rang 3 or 4 times whenever I have issues. Not once do they call back. They are not fussed about the customer at the end . They always stop service just after they shut and you can't get hold of anyone and they don't get back to you. You try and complain and you can't get through to anyone. They won't give manager details or get people to try and sort it. Again my net has gone down. Again I'm waiting on a call that never comes. I've rang twice already today. Avoid avoid avoid

So after another 15 hrs of no internet, and still being fobbed off with no call back. Good luck with them.

Currently looking around for a new provider.

Been with Pure since last July time.. Initially had a quick setup and good consistent connect ans speeds. Went down hill will daily cutouts since Connexin took over.
Contacted customer services recently (just over a week ago) in relation to changing bank details due to changing current account. Received email to confirm all was changed and sorted.

Then today got a message threatening to cut my internet as my DD didn’t go through. Clearly showing on the email they had tried to take the info on the old details. Contacted them and included screen shots of my original email with all the info they needed, plus the email I got confirming it had changed over…
No attempt to apologise and keep sending short emails asking for info they already have! All whilst in the middle of a 12 hr busy shift at work!

What made our experience great with Pure was:
1. Easy 2 day router delivery
2. Easy to connect
3. Customer service exceptional
4. Price is packages is good
5. We are on a new housing development and all our neighbours recommended PURE, don’t waste your time trying anyone else and here’s why….

I tried to use Shell Broadband and the whole experience was terrible. Had to wait 2 weeks for the router to arrive and the engineers were useless. They got our address wrong on the order and had to disconnect the service completely because they couldn’t correct the address on their system.
This went on for 4 weeks so cancelled the service completely.

6. make your life easy, choose PURE

Ryan was excellent, professional but friendly at the same time