Monkey Tree Hosting (MTH Networks) Reviews 60

I asked to renew for 6 months (I’ve been an existing customer for 3 years). This is shorter than the usual 12 months because I’m moving house.

The result, a bigger monthly bill for the next 6 months. Seems disgraceful to treat loyal long term customers like this

Dreadful company. Super happy to take your money but that's about it.
Signed up with them in 2023 as the new estate I was moving into had extremely limited choice of about 3 providers. Was okay for the first year, then the connection starting cutting out often. I upgraded my package in the hopes that would improve the connectivity issue - it didn't so I was just paying more for no reason.
Then I moved home and contacted them to let them know when I would be moving and that they needed to cancel my contract - about 10 days after me letting them know, they send me an invoice for the following month as normal (I'd moved out by this point) so tell them as per previous contact I no longer live at the address and don't need their service. They email saying they'll cancel my contract.
Another few weeks goes by and then I get an email with an invoice for £180 early termination fee...at no point did anyone from this company communicate how much they'd be charging me for not using their services. They then proceed to send DAILY emails to pay this invoice, then late fees get added.
I'd avoid this company at all costs in the future, the internet connect isn't good, the customer service is non-existent like its ran by monkeys and they'll just take all your money with their crazy invoicing.

Stay away.
Had slow internet for months, engineer came to fix it and stated it was an issue with the wiring when it was initially put in (meaning I was paying for a speed I never got for around 2 years). Then the engineer broke the router, so I had no internet. Accidents happen, no issue, we called them together and ordered a new router and said I would get it ASAP, they then emailed to confirm. Fast forward to 4 days, still no router. I then make contact again and they say oh sorry it's not been sent, confirm you are want it? Obviously, that's why I called and emailed you, asking for only that. No internet for around a week. What was the remedy for this?
They said we won't charge you for the new router as a gesture of good will...you broke it! I was never ever gonna pay for that, madness. It was not the engineers fault, but never the less he broke it and left me with no internet. Awful awful customer service contact after, and despite asking 100 times if they can tell me how long my speed had been slow, and if I had been paying for a speed they never gave me, they simply wouldn't answer it. Slow internet, awful customer service.

Not overly impressed, it works most of the time and thats about all i can say.
Constant disconnections, i have to run programmes that rely on constant connection overnight and almost every day i can guarantee that it will be disconnected.
I have the 950/950 package and i received a better more stable connection from my previous providers 350mb package.
Unfortunately i took out the 24 month contract so im stuck for the foreseeable future but i would not recommend them to anyone else.
Their billing process is very misleading when i signed up it told me i would be paying £54 per month yet my bills are £61.

MTH used to be a good company but unfortunately I'll be leaving when contract expires. Word of advice never take long contract.

Had major problems with MTH from day 1 incorrect set up. Constant outages and lies regarding this, they have no idea what they are doing. Even contacted Freedom Fibre directly and there a waste of time. No communication and Threats when you complain. Do NOT use, run away from them completely. Dont know how they sleep at night

Upgraded from 300 to 900mbps package and into a new 2 year deal. Since then i've had nothing but poor internet, currently around 40mbps. I was getting 150mbps on 300 package... go figure. Raised a ticket, was passed around a few people who all gave me same info from their script, not one actually helped. they say im getting 800/900 but all other independant speed tests are saying 40/50mbps. Stuck with this rubbish only to be told, they can't guarantee their connection speeds.....

I have to change flats because of circumstances. MTH wants me to pay till the rest of the contract term, which is 3 more months.

All the other internet providers out there allow you to not pay in the case of moving flats. This is a really sneaky term in the contract. Not recommended 👎

Problem with no internet access. Called support to raise ticket no one got got back to me with any update so no Internet for three days. However, received message after three days stating one of my invoices hadn’t been paid so connection suspended . On the portal showed no invoices in arrears then received a message stating I had not notified them that the invoice had been paid received a message stating that I did not owe an invoice. Sent an email to the Complaints desk copying and pasting all my correspondence from them only to have another ticket to sign engineer be calling me. They are a waste of time the last three months completely gone down with professionalism and courtesy. I would not recommend this company to anyone.

SCAM🤬

I signed up with MTH Networks and have had issues with my internet connection from day one. I contacted their support team constantly for over a month, reporting poor service and no improvements. I was repeatedly told to “wait”, to restart the router, and nothing more. No real investigation, no proper support – just empty promises.

When I tried to cancel my contract within the legal 30-day period, they refused and tried to charge me £288 as an early termination fee. They claim the problem is “inside my home” without ever sending a technician or performing proper diagnostics. This is completely unacceptable and not in line with consumer rights.

I have since discovered that many other customers have had the same experience – poor service, being ignored, and threatened with fees. I am now planning to gather these people and file a joint complaint with the Ombudsman, Ofcom, and Citizens Advice.

This company does not deliver what they promise, and I strongly advise others to stay away from MTH Networks. I will not pay a penny for a service I never truly received, and I am prepared to take this as far as necessary.

SCAM

Overcharged me by not agreeing to 12 month contract. Do not use!

The internet has been down for over 2 days now and it was down previously for longer a month ago. The call centre staff seemed clueless, we’ve been on the phone multiple times and I was told by call centre staff that they’ve sent an email that the internet should be working again as if that’s proof that it’s working and my first hand observation that it’s not working despite following all their previous instructions is some lie. Now finally they’re sending an engineer over but since it’s Thursday there’s a chance they won’t be able to attend tomorrow and since they don’t work weekends it could go as long as next week. The contract we’re in feels more like a trap. The only positive is when it does work it works relatively well and I can get decent speeds.

I find it strange to read negative reviews of MTH as in all my dealings with them over the last two years I have found them helpful, knowledgable, friendly and keen to resolve any difficulties I have had. Moving in to a new estate which has been cabled by NFL one is limited to who you can use as your ISP. I went through the list and on investigation looked firstly at their service levels, when are they available, how are they available and from where are they available. I also checked companies house to see what there accounts looked like and directorships etc. Having scored the 13 or so companies MTH came out tops especially as they are based in Kettering which if necessary is less than an hour away. Whatever I have ordered has turned up and if delayed is due to the carrier rather than them. I have over time purchased mesh extenders to cover outbuildings and the garden and in all cases it has been plug and play. I subsequently purchased a VOIP phone which I admit was troublesome to begin with but working with MTH we resolved the issue. Unfortunately NFL put their modem at the back of a cupboard under the stairs which is about as buried in this house as you can get. For some reason one of the mesh extenders was giving a lower than expected signal this week, important as the CCTV runs over it. Having tried all the usual tips myself I was stumped but during a conversation yesterday with MTH it was suggested I move one of the other Extenders to a different room, a simple act but because of the daisy chain effect the signal was immediately boasted. There was no suggestion during any of this that purchasing a newer router with up to WiFi 6 capability would further enhance my system. This was only mentioned as a follow up once I was fully satisfied with what we had achieved. So once again excellent service which more than compensates for the higher charge with MTH than some other bigger providers. It has to be remembered that MTH and all the other authorised providers are paying a fee to NFL to cover their cabling and maintenance costs. As I understand it Open Reach charge the developer to cable a site, NFL charges us - albeit indirectly.

Absolutely shambles , no customer service. Try to bully you over in just hearing their point of view . They will advertise 990/90 package . You pay for it but wireless speed is 120/150 mbps . No help provided only the customer service guy just try to run you over by the tests they have done their side and only one sided view and hold you to contract if you want to change.I HAD PROBLEM FRO. DAY 1 AMD TICKET RAISED BUT THEY WILL NOT SOLVE IT AND THEY ARE STILL HOLDING TO TERMS WHICH ARE JUST ONE SIDED .Paying £50 a month and receiving 100 mbps wireless speeds and can't get out . Modern day extortion and no they don't care of customer satisfaction or service . Avoid like a plague as I will be paying 1200£ for 24 months for 100 mbps speed now and can't even complain and get help . Totally a scam company. Please don't do fall in the trap-AVOID!

Internet has been down for the last 17 hours as of writing this. Was told there would be an update at 5pm. It is now 18.45 and no update despite me asking on live chats and they have all buggered off home. Good company to leave people with no internet. They best provide compensation to people for leaving them this long with no internet.

I've seen all these 1 and 2 * reviews and honestly I'm a bit shocked. My experience with them has been nothing but fantastic. Brilliant customer services. No price rise and fantastic internet day and night. I've been with them since sept 23 and had zero reason to complain. I must be lucky .

I had poor providers but this is so much worse I don't understand the people in the Google reviews saying it's good because it just isn't, constant outage but mostly when they close so I cannot really do anything (it's happening right now) so many hidden charges such as the modem which was placed behind our couch and deemed as broken by the furniture a goddamn couch apparently anyway charged me £120 after having no internet for 2 months they didn't give me an offer a compromise just waiting to end the contract might just pay the 150 to remove it now

Very poor customer service. I have been asking questions via online chat regarding the upgrade of my broadband. It took a long waiting time for each conversation. They changed the customer service during the conversations and I have to repeat my questions. It is now more than 24 hours and I still waiting for the reply. They wasted my time.

Absolutely rubbish have had nothing but problems for the last 2 years, the Internet is constantly on and off and when complaining they say that the wifi router is in the wrong place! We've never had problems on other networks , cannot wait until our contract ends

Initially I would have given this company 5 stars HOWEVER I would now give 0 if I could!

I unfortunately got served a section 21 notice, and informed Monkey tree hosting and asked if I could move my service to the new property I was moving into. 5 minutes down the road.

They informed me that they could not provide the service, and informed me I had to pay £150.00 cancellation charge! Due to a service they cannot provide. Then informed me I have to give 1 months notice on top.

So its going to cost me £172.00 just to get out of this contract due to a service they cannot provide. Awful customer service, all the company cares about is money!