Monkeytreehosting Reviews

Great customer service from Taylor

Great customer service from Taylor when setting up my new internet service Went out of their way to help me with my choices I recommend Looking forward to using great internet product with MTH as my new supplier

Excellent service

Excellent service viktor was very helpful and communication was very good

If I could give zero I would

We recently had an experience where we had no internet for two and half weeks We ended up spending over 250 00 to make alternative arrangements because of poor communication on when we get this fixed In return we have been offered 25 00 off our next monthly bill of 41 00 This amount is low because they haven t signed up to Ofcom s compensation guidelines Let me start by saying everyone I ve spoken too at Monkey Tree Hosting MTH comes across genuinely friendly and wanting to listen Their customer service on the phone isn t being let down by their representatives - but by the processes and lack of incentive to go further for the consumer Monkey Tree Hosting is an internet service provider that manages the connection from the fibre network to the consumer s home They have the ability to diagnose faults set up billing and manage the speeds to your home But what they can t do is actually fix physical problems For that they rely on OFNL a company which actually owns and operates the fibre We live in a new build home about six months old For an unexplained reason the modem installed by OFNL simply fell apart one evening Having worked in telecommunications and with contacts in this industry it is something that only happens if there is a poor installation job or technology These things should last years As MTH couldn t fix this we had to wait for an engineer And it took ages I was on the phone often multiple times a day to chase MTH and eventually went direct to OFNL to sort it out MTH also wouldn t offer temporary connectivity of some kind i e dongle and I was caught in a blame game between the two businesses We ended up with no connectivity over Christmas We couldn t work We were severely out of pocket to find alternative arrangements including booking temporary accommodation and buying a wireless router Eventually we got someone to come out from OFNL But on the day they simply didn t turn up I called to ask what was happening and was palmed off with an excuse they now couldn t attend Really bad communication As I couldn t work this was a day of annual leave I had to use up and wasted Thanks folks Anyway after complaining we get an appointment for the next day Great news Except that this time the engineer attended and then we only had a fix for an hour before it went down again We were then told it would be at least another week until we would get connectivity At this point we had no confidence they would actually get the job done or even turn up So we went and booked temporary accommodation and technology to be able to work Frankly I m just exhausted by the whole thing Why should I have to be chasing multiple parts of my service provider s supply chain to get this done Should I learn how to be a fibre engineer and fix modems Why do I need to write essays on Trustpilot and to CEOs to try and get someone to actually look at this experience I think this whole situation went on for this long and the lack of compensation and communication is because service providers like Monkey Tree Hosting know we don t have a choice They aren t incentivised to do more for consumers They know we will pay the bill as we need to work entertain small children and connect with loved ones and friends And when it goes down and you fall through the cracks tough luck While modems aren t supposed to break I get this stuff goes down from time to time What would have turned this around for me is MTH or OFNL setting a date for fixing it sticking to it doing the job properly when it is fixed or even providing alternative connectivity for a few days Or at least a gesture beyond a paltry 25 00

very slow and bad

If I could give zero I would This company has stated it is not their connection that is giving me a very slow speed of less than 20mbs They have said that there is a problem with all 3 of my devices that I performed a speed test on I have signed up for a speed of 150mbs This is no where near to what I am getting They have suggested i only use one device at a time in my household This company is a joke and I definitely would not recommend them

Have just moved over from STL

Have just moved over from STL MTH does not connect to sky q box with WiFi Do not move to MTH if you need your sky to be connected this way as you will be disappointed They advised me to buy and Ethernet adapter or another mesh device from them I refused given that never had an issue with any other provider connecting to sky q box Avoid

The most awful company I have ever

The most awful company I have ever experienced They don t know what they re doing I tried to become a customer but that was extremly hard work Whenever I called to sign up I got fobbed off and told to call back on different days and then when I called back on the Tuesday they told me the department you need to speak to will call you back in ten minutes They never did so in the afternoon I called again And then it became a long drawn out process of having to call them each time to initiate the next steps of becoming a customer which you would expect in the modern world to be done over one telephone call When I finally thought I had given them everything they wanted over the telephone including my card details to purchase the order IGot an email an hour later to say they cannot proceed with the order as I have not paid and could I go on a link and enter my card details again So that means they took my card details for nothing The final straw was when they told me it s an extra 40 80 for a router despite paying a start up fee of 30 I agreed to the 40 80 however an hour laterI got notified by my card issuer that they had charged me 49 80 So I called again and the man said sorry it seems like the department have charged you 9 shipping fee which I did not give them permission for How can you be charging up my card with random charges So to join this company for internet on the most basic package will set you back 105 Initially So I am now cancelling the whole lot and will find someone else who might just be able to make meA customer in one phone call and not use my credit card for hidden charges

Please stay away from this tin pot

Please stay away from this tin pot firm We were due to move into a house a year ago Unfortunately the sale fell through 2 days before completion - quite stressful as you can imagine We had lined MTN for broadband as I work from home and needed the service switched on and ready as soon as we moved Tried to cancel but all I got was you are contracted and so will we be taking the full amount of the 12 month contract very empathetic Over a few weeks we eventually agreed to pay an amount for 3 months of no service remember they had done nothing to this point and not even switched the service on Paid the money and thought that was the end of it Now a year later we started getting notification our contract was coming to an end and we will be going on a rolling contract Tried contacting the telephone number and never got through so emailed Git a response apologising and that this would stop This has not stopped and I am continually getting emails telling me I am in a rolling contract and could I give them feedback This is a cowboy operation and the employee reviews on Indeed tell me the management are next to useless Stay away at all costs You will never regret getting into dealings with a company more than this rag tag bunch

If you can avoid using this company

Absolutely disgusting service A money-hungry monster If you can avoid using this company pleases do not choose their service product I will definitely not recommend this company to anyone as i would regret it If I could give minus I would