No One Internet Opiniones 330

Worst company ever! After 3 months they pass my contract to Home Telecom - a terrible company who don't care about customer!!!
For past 3 months internet connecting and disconnecting without reason.
They try to charge me for engineer 180£ and also recieved instructions to check all connections including poles!
Give me 360 so i can dig cables out!
Total rubbish!
-5 stars

No One started out as 5 stars, with great customer service. I felt quite privileged that I had found a hidden gem of a company. Sadly, once Home Telecom took over, everything went downhill.

My home phone has a virtual answering machine where I need to log in to get my messages (not my choice, just what is offered). I have never had these details, so when I made contact to try and get them, I didn't get a response. A few weeks later I had an automated call to ask if I still needed assistance, I responded yes, and yet still have not had a resolution.

I have tried to log in to my account today, and it is all of a sudden not recognising my details, or letting me reset my password. They surely know my details to take my DD every month, but don't know me enough to answer my queries or let me log back in to my account. Thankfully, my contract is up in a few days, so I will go elsewhere.

Since my installation, I have been getting less than half the advertised speed. I have gone through all the troubleshooting with Home Telecom, the terrible company you're forced to deal with instead of No One, and they just don't care that they are failing to provide the advertised service.

In addition, I've had 5 days without internet and each time I call, spend 15 minutes on hold and finally speak to one of the support team, they just tell me everything is fine their end.

I am technically capable and run a home lab, so I know enough about networking to understand that the issue is not with my router or anything downstream. Yet each time I try to speak to anyone, I just get an audible shrug and nothing is being done about it.

I will be aiming to leave for breach of contract, however - MASSIVE RED FLAG - I now see that neither No One or Home Telecom are members of the communications ombudsman...

No One was a great ISP. I joined in October 2023, and had a bit of a difficult install, and Lisa helped whereever possible to fix Cityfibre's mess. She was able to get us very quick appointments with Cityfibre while getting us up and running. Every time I contacted them after that they were helpful, emails got a quick reply from someone (like Ben, who helped us on a few occasions) who knew what they were doing.

When Home Telecom got involved at around April 2024, I was concerned, but they made it clear that Home Telecom was (supposedly) purely about billing - the backend technical stack and support would still be No One. This didn't bother me too much, I don't mind arguing with someone incompetent (or malicious) about billing, so long as I could talk to competent technical people when there was a technical issue.

Sadly things started to go downhill - emails, even technical ones, would get stuck on the "Home Telecom" queue, and never replied to. You could still speak to the good old No One people on the phone if you pressed the right buttons for technical support on the phone menu, but god forbid you pressed the wrong button.

Eventually in January this year, the phone menu changed again. Even for technical support all Cityfibre customers are directed to Home Telecom. The Openreach team which was still No One did sort my Cityfibre issue quickly and effectively, but that clearly isn't the intention.

I opened the No One site today to see that No One is dead. All Cityfibre customers are fully on Home Telecom, and while the No One Openreach team still exists for existing customers, no new customers are being accepted, it's essentially being wound down. I have done the sign-up process for another Cityfibre ISP now, requesting a OTS as soon as possible. I look forward to arguing with Home Telecom when they inevitably try and keep billing me incorrectly.

No One was a great ISP run by great people, and I hope if any of them read this they understand how much we appreciated it. I understand they probably had no choice to do what they did, and don't hold any ill will - the ISP market is pretty competitive, and running a business on purely people like me who are willing to pay a bit more for decent and competent service and support is often not sustainable. But there's no point pretending that No One still exists, or has really existed for much of the last 9 months.

Before it was outsourced to Home Telecom, customer service was excellent. Now, it's terrible. There are long wait times to get through and no response to emails. We are moving home and unable to move the service without a 33% increase and a new, more extended contract.

Really poor. Lots of disconnections. No resolution from costumer service. Avoid this company.

I am writing to express my extreme dissatisfaction with the customer service I have received. I have been experiencing an ongoing internet outage for several days now, which is causing significant disruption.
When I attempted to contact customer support by phone, the automated system stated that the office is open on Saturdays until 1 pm. Despite calling at 11 am, the call was automatically disconnected. This is unacceptable and incredibly frustrating when trying to resolve a service issue.
Furthermore, the only "assistance" I have received so far is an email containing basic instructions on how to connect a router to the power supply and socket. This level of support is frankly insulting and completely unhelpful given the nature of my problem.
To be offered such a rudimentary solution when I have been without internet for days demonstrates a complete lack of understanding and a disregard for the inconvenience caused to customers.
I expect a much higher standard of customer service and a prompt resolution to my internet outage. The current level of support is simply not good enough.

I would have rated No One Internet 5/5, but since they outsourced customer billing to Home Telecom Ltd, it’s only two stars. Home Telecom is terrible — they changed my direct debit without informing me, citing a “new system”, and have yet to return my money. The only way to contact them is by phone — it’s 2025, come on. I don’t have time to deal with that. They made no effort to retain me as a customer. There are plenty of other options on the market, so I’m saying goodbye. They’re still sending me invoices even though my contract has ended.

Excellent company to deal with. Great customer service. They provide a very stable fibre connection to our property that delivers the bandwidth expected. I always recommend No One Internet to my friends.

My journey started when I was contacted by Home Telecom on the 19th February 25 as I was moving back to Scotland from Ireland and was moving into rented accommodation arranged by a letting agency, I was happy with what they were offering, so I agreed over the phone a date for installation for the 6th March 25 between 8am and 1pm, which was great as I would not be moving in until the 9th March. I received an email from them on the 19th February 25 with 2 contract summary's attached which I found strange but will become relevant.

Fast forward to the 6th March I had my daughter in the house waiting for the installation to happen and low and behold no one turned up, I got my daughter to phone Home Telecom who said that they could not tell her anything as she was not the account holder (fair enough), I called them and was told by the chap on the phone that I had received an email on the 19th February 25 telling me that the activation date would be the 12th March 25, and I did indeed receive that email, but as I explained installation and activation are 2 completely different things and they had not told me that the installation was not going to take place, so as far as I'm concerned they missed their appointment with me as per the 2 contract summary's that I have in my emails.

Whilst I was on the phone I had another look at the 2 contract summary's that had been sent and the only difference that I could see was a paragraph had been added that contains this line "If you fail to give
us more than two days’ notice of a change you may be charged a missed appointment fee of up to £180." so I asked the chap on the phone are they going to reimburse me for missing the appointment with me, silence for a few seconds and then I am told that a manager must listen to the sales team recording to see what I was told at the time of sale and then contact me with the outcome of the managers investigation.

I phoned again on the 11th March 25 to make sure that the activation was going ahead on the 12th March and I was told that it was, I then asked where the router was to which he replied have you not got it and I said no, and I haven't been given a tracking number for the router, as per their literature, so I had no idea where it was, he then said that he would check the tracking and told me that the router would be arriving the next day between 11am and 2pm, yes the router never arrived on the 12th, so again I phone on the 13th to be told by another chap on the phone that the router was at the Royal Mail Glasgow depot at 4am this morning, by this point I am at boiling point and I asked why I was clearly lied to on the 11th, to which the chap couldn't give me an answer, I told this cahp to pass onto his manager that I wanted my complaint dealt with with the utmost urgency and I wanted to hear from them ASAP.

On the 21st March 25 I have received an email with my Home Telecom invoice with all charges made as per the original agreement and I still have not received any phone call from any manager to deal with my complaint (now the 27th March).

My question, are the managers so busy with complaints that they cannot get back to me with any outcome or do they think that I'll just go away?

Customer service is absolutely shocking, they say that they have over 70000 good reviews on here but in my experience I would not recommend them at all.

What has this got to do with NoOne Internet, well the bill has both Home Telecom and noone Internet on it and the email for leaving a trust pilot review comes from Home Telecom to leave a review about No One Internet, so in short you are one and the same company.

Does that answer your direct question?

Here is a copy of the content of the email.

Hi John Brady,

As a valued customer of Home Telecom we are eager to understand your journey and how the service we provided for you has been so far.

If you have a spare minute in your day, would you mind leaving us feedback on Trust Pilot, an independent review service, who will collect your feedback on our behalf.

More importantly, by leaving a review you are helping people just like you, to make an informed decision and for us to improve our service.

Please click on the link below, this will take

Thank you very much for your support.

Regards,
No One Internet Broadband Team

So who are you?

The support team are first rate and once contacted resolve issues very quickly and professionally. You get a good feeling they know what they are doing!
I pay slightly more per month for fibre broadband than I might pay elsewhere, but willingly do this because I trust the support I will receive, which is important to me as I use the internet to work from home. The broadband connection is very reliable. Any issues I have had are to do with extraneous events such as powercuts or Openreach causing issues due to their work.

This is independent review and i like to mention this as people felt my last review was not yet it was. I have been a customer of Noone internet who use home telecom for over two years now, and I can confidently say they provide an exceptional broadband service. Unlike many other providers, they conduct maintenance and updates outside of peak hours, ensuring there is no disruption to services level of consideration that sets them apart.

Their UK-based customer service team is professional, knowledgeable, and always willing to help. From the initial setup to ongoing support, their assistance has been outstanding. Unlike some providers, they even offer detailed guidance on how to configure your own router, giving customers more flexibility and control over their setup unlike the majority of broadband services who give you a router that is not reliable.

Speeds have consistently matched what was promised, with no noticeable slowdowns or reliability issues. The service remains as excellent today as it was on day one. I highly recommend to anyone looking for a dependable, high-quality broadband provider with a good price. The best thing about this company is their new infrastructure as being ICT person myself holing degrees in computer science snd cyber security it is vital for a company to keep up with technology and infrastructure as it helps to protect not only data but offer the best in services. Keep up the good work.

Mohammed Taj

NoOne internet were small provider who have outsourced their support to Home Telecom. I have faulty Mercku Router which I purchased from them and now its gone faulty. They can't replace it, I would have expected a replacement ...I have been directed to deal directly with Mercku. I will update this thread as this issue as this progressed.
Prior to this issue I had good dealings with NoOne but not sure whether HomeTelecom is up to mark...lets see how they progress this case.

I joined No-One Internet over a year ago based on their customer service. They were brilliant. Easy to get through to and sort out any installation matters, quickly and easily through their brilliant technical team. One year later, I now have another technical issue and am obliged to reach out to Home Telecom to sort it because of Home Telecom’s acquisition of No One Internet. Home Telecom so far have been inept and struggled to understand what is happening with my faulty broadband. I would avoid going with Home Telecom if you can. I’m seriously considering moving providers at the earliest opportunity. I’m disappointed that I cannot deal with No One Internet any more.

Update 20/3/25:
Ben from No One Internet contacted me directly on the back of this review and got my Internet sorted immediately. He was brilliant as he was a year ago. A huge thank you Ben!
It is such a shame that when originally calling in and being directed to Home Telecom, that they did not know what they were doing, did not know how to fix my internet issue and refused to get me to speak directly to someone from No One internet to help me when I asked them. It took a Trustpilot review to get the help I asked for. Home Telecom, please remove the barriers when your No One Internet customers call in needing help. This is the long term customer service solution that you need to adopt.

Reference: 1702424838

No One Internet is ignoring my Subject Access Request under Article 15 of the General Data Protection Regulation 2018.

The following Subject Access Request was sent to No One Internet on the 26th of February 2025 and to date, they have not acknowledged or complied with my request.

“To the Attention of the Privacy Department / Data Protection Officer No One Internet

Subject access request (General Data Protection Regulation (GDPR), under Article 15)
Please supply the data about me that I am entitled to under GDPR relating to myself.

I am requesting the following data:

Account notes

Copies of correspondence

Support tickets

Contract documentation

Order history

No One Internet Terms and Conditions agreed to on the 12th Of December 2023”

This raises significant concerns over your compliance with the General Data Protection Regulation 2018.

This request was sent to your support and complaints email address, from the email address registered on my account which has been completely ignored.

Failure to comply with my request by the 26th of March 2025 will result in further action and the matter being referred to the Information Commissioner's Office.

Edited - 16th March 2025 following the comment from No One Internet.

Please do not try and claim that you did not receive my SAR request until the 4th of March as that is frankly untrue. The request was initially logged through the Information Commissioner’s Office online SAR tool on the 25th of February 2025 and I received an automated email from the Information Commissioner's Office that the request had been passed over to No One Internet. The request was then sent again to your support address on the 26th of February 2025 from the email address registered on the account. Both emails received no response from you.

The fact that you have confirmed you have until 26th March is the evidence I need that you received the request on the 26th of February 2025 but never acknowledged my request.

Given that I received no response from the support email address, the request was sent to your complaints email address on the 4th of March 2025 and your website claims that all complaints will be acknowledged within 48 hours and issued with a reference number which has still not been received for this request, so how was I supposed to know that the request was logged and being processed?

It is common courtesy to acknowledge a SAR request and provide a formal reference for the request. I should not have had to go to TrustPilot to receive a comment on this matter.

You state that you will no longer be corresponding on this matter through TrustPilot and that I must use the complaints process, but what is the point when you never acknowledge or respond to emails?

I will allow you until the 26th of March to comply with my SAR in full however; should this not be the case I will take further action over this matter.

Edited 17th March 2025 following No One Internet’s latest comment on the matter.

If you had taken the time to formally acknowledge my SAR through email, then this further negative review would not have been necessary.

Perhaps in the future, you should consider changing your email system so that every time an email is received, an automated email is sent to the customer to confirm receipt with a unique reference number for their request.

If you are having difficulty in sending the data file over email, then may I suggest that it is sent via Cisco Secure Messaging or the One Trust SAR platform?

The internet is not great through out the house.

Rubbish customer service. They’ve managed to charge me double the agreed amount three months in a row! Spent endless time on the phone and email to try to rectify and they won’t acknowledge complaints. Avoid at all costs.

I have been with No One Internet for 2years now with no real problems and have signed up for another 24 months, even had family sign up as well.
Smooth operation with no drop outs and speed maintenance good.
Customer service is excellent and personal.
Set up was really easy they did all the transfer and instalation via city fibre. this was 2 years ago so was new to the area.
Would recomend to anyone.

Hi sir
I am not happy with the network service.
Network speed is very slow. It keeps hanging.

Coming from Virgin Media, the support I've received from No One Internet has been first class. My One Touch Switch wasn't easy, but that was almost entirely the fault of Virgin.