IDNet - Hitchin

Adrian R.

I am always reluctant to leave a negative review for businesses, but on this occasion I feel compelled.

I ordered City Fibre to be installed to our property on 9/6/25 and I swiftly received correspondence from I.D Net with an invoice for the first months payment. A day or two later I received a further email to inform me that the install team had been booked for 20/6/25.

On the morning of 20/6/25 I checked with my old provider to ensure that I.D Net had cancelled their services, which they hadn’t so I informed them that I was leaving on 20/6/25 and I was told that I would have to pay another month as they required 30 days notice.

The install team arrived on 20/6/25 and they installed the line from the pole and the two boxes, one to the inside and one to the outside of the house. Once completed, they informed me that it would take about 15 minutes to become live and then they would be back to check the install and run speed checks.

They came back after 15 - 20 minutes and told me that my router wasn’t connected and I had to set up my router myself. They then told me that they had done what they could do and promptly left the property.

I spent the next hour or so messing about attempting to connect my router to the broadband and eventually I gave up and called I.D Net support, who answered promptly and were very helpful.

After talking me through how to connect a lap top to an Ethernet cable and going through the routers diagnostics, I was told that the router was fine and that the City Fibre hadn’t been switched on.

They said that they would contact City Fibre to rectify the problem. They also told me to look at the box on the inside of the house and when the service light came on we would be able to connect our router.

On the Morning of Saturday 21/6/25 we still have no internet and no service light. I called ID Net support, who again answered promptly and I was told that noone worked at both ID. Net or City Fibre over the weekend, so we would be without internet until Monday at the earliest.

Myself and my wife both work from home and we are now going to have to make provisions to work from family members homes until the problem is resolved.

I find it incredible that City Fibre hadn’t been informed to make the service live and I am annoyed that the install team didn’t make me aware that there was no service to the house and simply left us with the impossible task of attempting to connect a router to a dead feed. (Surely they would have seen that there was no service light)

This has not been a good start to a journey with I.D Net and City Fibre. I am trusting that we will soon be enjoying the fast and reliable speeds that we have signed up for.

I hope that I will able to leave a more positive follow up review once the problem has been resolved.

Ehsan A.

*Same review on TrustPilot*

Diabolical Customer Service

I had high hopes for IDNET given that I wanted to support SME's and they were B-Corp certified.

It seems their focus is more in making your life a misery and not having an ounce of customer service and how to provide resolution and resolve matters and expect you to pay to send THEIR faulty equipment back.....twice, not happening.

This is a shame as I had 3 other properties where I was considering having one provider but it is evident that never mind the infrastructure, they do not have an ounce of CS in them and on top of that they seem to want to charge xx's and are much higher than your usual typical broadband providers.

From the get-go I had issues with speed and equipment, it turned out speed was fine but in one way or another I was called a lier by being stated that their "equipment is not faulty" as if ... and now a replacement router provided resolved it (which I had to beg for essentially) and now want me to pay for the postage for the faulty router to go back to them. As if. I can admit I have been short on more than a few occasions but that is down to their lack of understanding and compassion.

I experienced the service down for over a day and was not offered compensation until I had asked for it. The whole point going with them was to speak to the same person etc and have speedy response times.

Don't get me wrong, the tech guy Steve was fantastic as was another who was patient in guiding through the set-up last week but that is all overshadowed with the above, I am afraid.

There is so much potential there, please work on your responses, recognising your mistakes, not essentially calling customers a liar and you have something going for you. I am expecting a nitpicky response to this (as expected) but constructive feedback should be taken on-board to improve service and experience

Laurie L.

Have been with IDNet for just over a year, after moving from Virgin Media. It's been a really good, fast and reliable service. A family of 2 adults and 4 children with lots of devices, no issues, one call to customer services,.who were very helpful. No mid contract price rises, a pleasant change from Virgin Media! Would recommend

Mike P.

Very disappointed by ID Net so far. We continue to have breaks in service and when running a business from home that is costly to us. I have complained to ID Net service now on 2 occasions but they will not accept that it is any fault of theirs. Chloe in Support, who we have dealt with has declined to help resolve the problem and reserves the right to charge £165 + VAT if an engineer comes out and the problem is with the router. You might feel that is fair enough but who supplied the router? Yes you guessed it was ID Net and if I try to leave the contract early there is a £160 charge - even when this is no fault of ours and the service has never properly worked.
Draw your own conclusions but if you want reliability and a sympathetic service when you have a problem I would think twice about using ID Net and the reliability claims they make.
Despite the response below my review is completely fair and truthful. Their refusal to send an engineer still stands and I must confess they have not been at all pleasant to deal with over this. A really poor experience all round.

Bruce

I've been with IDNet for over 10 years and it's always been a great service. The very few times that I've had service issues customer support have been brilliant and problems have been resolved very quickly. I'm very happy to recommend them to anyone wanting a reliable provider.

Toby

I picked IDNet because of their reputation for excellent customer service and I have not been disappointed. They provisioned both my FTTC and now FTTP service without any issues. When I spoke to them on the phone, I was able to talk to someone immediately and they were polite and helpful. I have had problems with other ISPs in the past and getting through to the correct person in support was always a painful experience. I would not hesitate to recommend IDNet.

I also hope more companies strive for the B Corporation certification in the future, it's a definitely a green flag as a customer.

Paul D.

I switched from Virginmedia about three months ago. I have to ask myself "Why did you leave it so long"? IDNet have so far provided excellent customer service that answered my questions rather than repeatedly spouting a load of standard gobbledegook that left me more baffled than before, a more stable and reliable broadband (none of the drop outs I experienced with Virginmedia) and for a lot lower monthly fee. Oh, and IDNet has a fair early termination policy if you have to leave before end of contract. But other than moving house I can't see me doing that.

Luigi D.

Amazing experience throughout the whole setting up process. The folks over at IDNet are so nice and helpful: they kept me updated on what was going on in the background while I waited for everything to be up and running.
Every time I called asking for help they were always going above and beyond to help me out.
As for the speeds, it is simply impressive. I have never had anything this good ever. Other major Internet Service Providers were giving me speeds of 30-60 mbps but with IDNet (while plugged in with ethernet (CAT5E), wirelessly you still get 150-200+ mbps which is still mindblowing), I easily get 800+ mbps, YES! 800+ mbps, even with multiple devices connected it doesn't slow down at all!
I would recommend IDNet to anyone out there. Simply amazing, thank you so much IDNet 🙂