We really appreciate the support from Home Unity especially Jonathan during our move. We were having trouble connecting to the WiFi but he gave us clear instructions in a timely manner which is ver... See more
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Review summary
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What people talk about most
Reviews shaping this summary
Whilst we have been having issues with our WiFi for a month, the team at home unity have been amazing! Constantly making sure we're okay and checking on our connections, constantly keeping in touch wi... See more
Company replied
If I ever have a question, query or just want to see what can I do to Upgrade my package- Home Unity have always been outstanding at being fast to reply and beyond helpful. Genuine heartfelt thanks t... See more
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After a slight delay where my address was mixed up with one that differs by one letter in the same road, I contacted support and it was corrected. The router arrived and was fairly straightforward for... See more
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Company details
- Internet Provider
- Internet Service Provider
- Mobile Network Operator
- Phone and Internet Service
- Telecommunications Service Provider
Written by the company
Home Unity was founded in the UK with a simple goal: to make home connectivity easier, fairer, and far less frustrating. Our headquarters and customer support teams are based in the UK, and we’re proud to be a growing independent provider focused on quality, not shortcuts. We specialise in ultra-fast full fibre broadband, with selected mobile services, working across major UK networks including Openreach, CityFibre, OFNL and alternative fibre providers. What sets us apart is not just speed, but how we look after our customers. We’re designed for people who value reliability, flexibility, and great service, rather than chasing the cheapest deal. Our customer support is 100% UK-based and built around real conversations. There are no no-reply emails or endless call queues. Customers can reach us via phone, email, WhatsApp, text, and social messaging, and speak to a real person who takes ownership of their account. We believe in transparency and simplicity. Our broadband comes with clear pricing, no hidden fees, and no long contracts, so customers stay because they’re happy, not because they’re locked in. Our Trustpilot reviews consistently highlight how easy we are to deal with, which is exactly how we think utilities should be. If you’d like to stay connected, you can follow us on social media or get in touch with our team directly. We’re always happy to help.
Contact info
2nd Floor College House, 17 King Edwards Road, HA4 7AE, London, United Kingdom
- 02071128482
- info@homeunity.co.uk
- homeunity.co.uk
4.7
Excellent
261 reviews
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
About other unrecognised firms taking…
About other unrecognised firms taking money on your behalf
November 3, 2025
Reply from Home Unity
Hello Prince,
Thank you for your review. We sincerely apologise for the confusion and frustration you experienced with the payment handling under the previous arrangement.
We understand the importance of clarity and control over your utility payments.
We are pleased to confirm that this issue is now permanently resolved by shifting your service: You have successfully cancelled the partnership arrangement and are now set up with direct billing through us.
We are committed to providing you with excellent service under this new, clear structure. We hope you will reconsider your review based on your current experience as a direct customer.
Thanks,💙
Tom
The Home Unity Team 🏠
Appalling Service and Disregard for Vulnerable Customers
My 80-year-old mother, who has Alzheimer’s, has been without a working router since 7th September. It’s now 30th October and Home Unity still hasn’t resolved the issue.
They initially sent a router that was 15 years obsolete. I live 100 miles away and they refused to send an engineer to install it, so I travelled up myself—only to be told the router was unusable. An engineer was sent, but couldn’t help because one router didn’t work and the other was obsolete. The next day, a new router arrived, yet when I requested installation, they claimed their engineers were “only authorised to repair faults directly related to the network”—despite having sent someone the day before to install a router that hadn’t even arrived yet.
Now I’ve received a message demanding the return of the obsolete router, but I couldn’t travel last weekend due to distance. Meanwhile, my mum missed a hospital telephone appointment because her phone line and internet are still down.
Home Unity claims to have a Vulnerability Policy that prioritises repairs where vulnerability is a factor. In reality, they’ve shown no understanding of their own policy and no compassion for a vulnerable customer. The customer service has been appalling from start to finish.
I’ve updated my rating to reflect the eventual resolution and CEO involvement. However, the initial handling and delay still caused significant disruption for a vulnerable customer.
October 30, 2025
Unprompted review
Reply from Home Unity
Hi Leighton,
Thank you for sharing this. I am very sorry for the distress this caused both you and your mother. A vulnerable customer should never be left without support and I understand how serious the situation became, especially with the missed hospital appointment.
Our CEO has now spoken with you directly and the issue has been resolved. We have taken your feedback very seriously and we are already reviewing our processes to make sure something like this does not happen again. Supporting vulnerable customers properly is essential and we are committed to improving.
If you feel comfortable, we would really appreciate it if you would consider updating your review to reflect the resolution. Your feedback has genuinely helped us make positive changes and we thank you for this.
Thanks,💙
Tom
The Home Unity Team 🏠
Excellent customer service
I’m sure that Home Unity is the only internet provider where you actually get a personal service and get to speak to the same advisor each time!
I find Tom to be consistently helpful, knowledgeable and reliable. The best customer service that a customer could ever hope for.
I’ve had my contract for 18 months and had no issues at all, I’ve just renewed for a further 2 years and have no intention of of changing provider.
October 29, 2025
Reply from Home Unity
Hi Chelsea,
Thank you so much for your wonderful feedback! We’re truly delighted to hear that you’ve enjoyed a consistently personal and reliable experience with Tom. Providing genuine, one-to-one support is something we strive for, and it’s great to know this makes a difference for you.
Your loyalty over the past 18 months, and your decision to renew for another 2 years means a lot to us. We’re honoured to have earned your trust and look forward to continuing to deliver the best customer service possible.
Don’t forget, if you recommend a family member or friend to join, you both get freebies! Visit homeunity.co.uk/recommend/ to get your discount 😊
Thanks 💙
Sami
The Home Unity Team 🏠
Excellent Customer Service
Tom was so helpful and took a huge amount of time to go over my account and helped me move things across. I had never heard of this internet provider before this and am very impressed with customer service, set up and billing. Thank you.
October 24, 2025
Unprompted review
Reply from Home Unity
Hi Marianne,
Thank you so much for your kind words and for choosing us as your internet provider! We’re thrilled to hear that Tom could assist you so thoroughly and make your transition as smooth as possible.
It’s wonderful to know that your first experience with our customer service, set up, and billing has left such a positive impression.
We’re grateful to have you with us and are always here to help whenever you need it.
Don’t forget, if you recommend a family member or friend to join, you both get freebies! Visit homeunity.co.uk/recommend/ to get your discount 😊
Thanks 💙
Sami
The Home Unity Team 🏠
Customer service gone downhill
I am really sad to leave this review but I've had a very negative experience with Home Unity in the last few months. There were issues with double billing, service cutting out for short periods. I have been trying to arrange a contact from anyone at Home Unity and it was laborious and only successful on the fourth attempt. I am moving house and I was informed that I will be passed on the disconnection fee from BT, something I was not informed prior to signing up, Very disappointed indeed, as I really wanted to support them. Jonathan was amazing to begin with, however I never got the chance to speak with him this time around, despite asking for him.
October 18, 2025
Unprompted review
Reply from Home Unity
Hello,
Thanks for sharing your feedback, and I'm really sorry to hear of the delays in contact and your disappointment.
I've sent you a request for information, so please can you respond to this so I can get in touch.
Thanks,💙
Jonathan
The Home Unity Team 🏠
It just keeps crashing
It just keeps crashing. 3rd time tonight, it went down last night. Can't wait to move from this rental and never be a home unity customer ever again. Just a few months left
6 crashes tonight now and counting
Issue was fixed quickly and service has been great ever since.
October 3, 2025
Unprompted review
Reply from Home Unity
Hi Peter,
We're sorry to hear that you had some drops on the line, and thanks for letting us fix this. I'm pleased to hear an engineer has replaced a cable outside the property and resolved the issue within 1 working day of you reporting the fault. We'd really appreciate it if you would reconsider your feedback and review based on the experience you have had.
Best wishes,
Jonathan
The Home Unity Team
Slow and expensive
Rubbish Internet even though we pay for a good speed. Worse and more expensive than others. I chose it as it had good reviews, wonder why. Struggle to get Prime working on our TV too. Disappointing
September 19, 2025
Unprompted review
Reply from Home Unity
Hi Onix,
I’m really sorry to hear how frustrating this has been. What you’re describing doesn’t reflect the service we aim to provide, and issues like speed or streaming problems are usually something we can resolve quickly once we’ve run a few checks.
We’ve tried to reach out a couple of times, but we still haven’t been able to identify your account or confirm whether you’re a customer, which means we can’t investigate properly yet. If you could contact our UK-based customer support team via homeunity.co.uk/contact with a few details, we’d really like the opportunity to look into this and put things right. Our goal is always responsive customer service and a fair resolution.
Thanks 💙
Sami
The Home Unity Team 🏠
New customer treated very badly
STILL waiting for my router which I should have received today, no tracking provided, which was promised yesterday. My service was supposed to go live today, which is now useless. They did manage to set my direct debit up though, what a surprise.
September 17, 2025
Reply from Home Unity
Hi Bryan,
Thank you for sharing your feedback, and I’m really sorry to hear about the delay and the frustration this has caused. We understand how important it is for your service to go live as expected, and it’s disappointing to learn we haven’t met that standard for you this time.
I’ve flagged this with our team to make sure your router and tracking details are followed up urgently, and we’ll keep you updated until everything is resolved. We also appreciate you raising this — it helps us identify where we need to do better.
If there’s anything further we can do to help in the meantime, please don’t hesitate to get in touch.
Thanks again,
Tom
The Home Unity Team 🏠
Incredible Customer Service from Jonathan
After an initially difficult situation, Jonathan from he Home Unity team really stepped up in answering all my questions, and helping me navigate to a very satisfying solution.
I can't praise his good communication and patience enough.
September 8, 2025
Unprompted review
Reply from Home Unity
Hi Alexander,
Thank you so much for your kind words. I’m really pleased we could help turn things around for you and get everything sorted to your satisfaction.
We really appreciate you taking the time to share your experience, which means a lot to us.
Thanks,
Sammi
The Home Unity Team
Mags
Iam still a bit confused as to what you have signed me up for sorry but I am being honest
September 2, 2025
Reply from Home Unity
Hi Margaret,
Thanks for your review and we're sorry to hear you're left confused. Our team will be in touch to help address any concerns and make sure you get all the support you need.
Thanks,
Sammi
The Home Unity Team
Crap no customer service all I get is a…
Crap no customer service all I get is a voice mail telling me to use the web chat and no response I will be changing to a different provider soon as possible waste of time and money
August 20, 2025
Unprompted review
Reply from Home Unity
Hi Mo,
We’re very sorry to hear about your experience and for the frustration this has caused. We always aim to provide prompt support, and we regret that we haven’t met that standard for you. Our team has tried reaching out by both phone and email but unfortunately haven’t been able to get in touch. Please do reach out to us again at 020 7112 8482 so we can resolve this for you as quickly as possible.
Thanks Tom
Johnathan is absolutely amazing
Johnathan was absolutely amazing! Was so patient and answered all my questions and really helped me as someone who was really unsure on what I wanted
August 13, 2025
Reply from Home Unity
Hi Hope,
Thank you for your review! We're so pleased to hear that Jonathan made the sign-up process easy for you. If you ever need anything, we're always happy to help!
Don’t forget, if you recommend a family member or friend to join, you both get freebies! Visit homeunity.co.uk/recommend/ to get your discount 😊
Thanks 💙
Sami
The Home Unity Team 🏠
Mixed experience
Mixed experience. It took five long weeks after signing up for me to get my wifi connection and landline hooked up. Also, I've been billed incorrectly for calls in my first two months.
Although problem resolution isn't as quick as I'd like, the friendly London-based staff do eventually sort things out. The line and wifi quality are excellent as well.
June 13, 2025
Unprompted review
Reply from Home Unity
Hi Ani,
Thank you for taking the time to share your experience with us. We’re really sorry to hear about the delays in getting your service up and running, and for the incorrect call charges you experienced. We know how frustrating that must have been.
We’re pleased, though, that our UK-based team were able to get things resolved for you and that you’re now enjoying excellent line and Wi-Fi quality. Your feedback about problem resolution times is really valuable and will help us improve further.
Don’t forget, if you recommend a family member or friend to join, you both get freebies! Visit homeunity.co.uk/recommend/ to get your discount 😊
Thanks 💙
Sami
The Home Unity Team 🏠
My experience with Home Unity overall…
My experience with Home Unity overall is okay. The customer service was great and they was very tentative with responses to my queries.
The service was okay could have been better but it done its job.
I gave 3 stars because the installations fees took me for shock but what was more of a shock is the fees for leaving. Although my tenancy ends before my contract length I am being charged which Is fine but it sucks that I am being penalized when I am leaving England altogether it is not like I can move the service back home with me. Another upsetting thing is the price I pay for Wifi as a student was extremely expensive. Where most Wifi providers have a affordable rate for students.
I wouldn't recommend this service for students but definitely if you are living in a household with more than one income.
August 4, 2025
Unprompted review
Reply from Home Unity
Hi Precious
Thank you for taking the time to leave a review and for your kind words about our customer service — we’re really pleased to hear you felt supported and that your queries were handled attentively.
We’re sorry to hear that aspects of your experience didn’t quite meet expectations. Regarding the installation and termination fees, we completely understand how frustrating these costs can feel, especially during a move abroad. Just to clarify, the termination fee isn’t a penalty for leaving the country, but rather a reduced charge outlined in the contract to help cover part of the service we committed to. As a small business, we try to keep these fees as low as possible, but we do need to recover a portion of the setup and service costs we’ve already incurred.
The same goes for the installation fee — it covers the work and infrastructure required to get you connected, which unfortunately we can’t fully absorb given our size and operating costs.
We do appreciate your feedback around student affordability. We’re actively exploring ways to offer more flexible or tailored options, especially for students, while still maintaining the quality of service and support we’re proud of.
Thank you again for being with us and for sharing your honest thoughts. We wish you all the very best with your next chapter and your move abroad!
Thanks again,
Tom
The Home Unity Team 🏠
Talk about turn it around.
My initial introduction to HomeUnity wasn’t without its hiccups. Mostly due to OFNL installing the fibre ports under the stair, this in turn acted as a faraday cage blocking so much signal. It took sometime to get a solution, and I was frustrated.
I did however receive a call from Jonathan… a director at HomeUnity. He wanted to inform me that he has acknowledged the issue with my experience and has actively but in place a process that flags ongoing issues to the senior leadership team.
He continued to spend a huge amount of time supporting me in connecting a device that would help enhance my signal. I’m pleased to say this was successful.
Jonathan called again today to check-in.
I’m a principal consultant for an organisation that designs and delivers leadership and organisational development programmes, and I was super impressed by the dedication and commitment Jonathan had shown to me as a customer.
Of course, I don’t expect every MD and CEO to call their customers and dedicate this precious time, but knowing that they have the drive to ensure their people do, is excellent.
And if it doesn’t go well, I’m confident enough that the leaders will know about it and intervene as early as possible.
I wasn’t going to give 5 stars… but I feel valued and that’s enough.
July 14, 2025
Unprompted review
Reply from Home Unity
Hi Barry,
Thank you so much for taking the time to share your experience in such detail. We truly appreciate your honesty and patience as we worked through the initial challenges — we know it wasn’t smooth at the start, and we're really grateful you gave us the opportunity to make things right.
It’s fantastic to hear that Jonathan’s support made a positive difference. Ensuring our customers feel heard and valued is at the heart of what we do here at Home Unity, and feedback like yours reinforces exactly why that matters.
If there’s ever anything else we can do, just give us a shout.
Thanks again,
James
The Home Unity Team 🏠
Reply from Home Unity
Hi Clare,
Thank you so much for your kind words! We're really glad to hear you found the experience efficient, friendly, understanding and knowledgeable — that’s exactly what we aim for.
If there’s ever anything else we can do, just give us a shout.
Thanks again,
James
The Home Unity Team 🏠
Reply from Home Unity
Hi Mrs. Price,
Thank you so much for your lovely feedback! We're really pleased to hear you were happy with the communication and the range of packages available — we work hard to offer clear options and a smooth experience.
If you ever need anything else, we're just a message away.
Thanks again,
James
The Home Unity Team 🏠
Reply from Home Unity
Hi Tom,
Thank you so much for your kind words! We're really glad to hear you found the experience helpful and pleasant — that’s exactly what we aim for.
If there’s ever anything else we can do, just give us a shout.
Thanks again,
Emily
The Home Unity Team 🏠
Really disappointed so far….
As a new customer of Home Unity, I chose their service based on the numerous positive reviews on Trustpilot. Unfortunately, my experience has not lived up to those expectations.
I paid for the router upfront, but when my first bill arrived, I was charged for the router again. Upon raising this issue, a refund was processed. However, the refund was credited back to the original payment card used for the router purchase, rather than the card set up for my monthly payments, which has caused some confusion.
I appreciate that the customer service team has made sincere efforts to resolve the matter, but this has not left a strong impression. Given my experience, I am likely to consider alternative ISPs once my contract finishes.
June 20, 2025
Unprompted review
Reply from Home Unity
Hi Louie,
Thanks so much for taking the time to leave a review. We're really sorry your experience wasn't what it should have been — that’s never the standard we aim for.
I understand you've since been in touch with Tom, and I’m pleased to hear that the issue has now been resolved. Thank you for your patience and support throughout — it genuinely means a lot to us.
Your feedback helps us improve, and we’re grateful you gave us the chance to make things right 💙
Sami
The Home Unity Team 🏠
Prompt service, good kit, reliable connection
After a slight delay where my address was mixed up with one that differs by one letter in the same road, I contacted support and it was corrected. The router arrived and was fairly straightforward for a younger member of my family to set-up! It began working well straight away and has been very stable and easy to connect further devices to. I can recommend Home Unity.
June 16, 2025
Reply from Home Unity
Hi Joyce,
Thanks for your feedback, and I’m really pleased to hear that everything was taken care of and is working well.
If you need anything else, reach out to our friendly support team who will help you from there.
Thanks 💙
Sami
The Home Unity Team 🏠
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