Monkey Tree Hosting (MTH Networks) Reviews 60

Couldn't fault their service. I was having issues with my internet cutting out my VPN, they made the whole process easy and were so help - I was getting daily emails/calls from different staff checking up and making sure we tried what we could to fix the problem. Eventually MTH then provided me with a different router which I received next day and this has fixed my long lasting issue. Thank you all for your help!

The best ISP services money can buy (for a reasonable price), with a reliable connection and responsive UK support.

The bad reviews baffle me, MTH can't be held responsible for OFNL infrastructure teething issues in the same way Plus Net can't be blamed for Openreach issues.

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

Used MTH for our WiFi for 2yrs and never had a single issue! Customer service team were lovely and really helpful when it came to ending our contract. They weren't pushy and got things sorted quickly. Really recommend.

Weve been a customer for nearly a year now. Great communication. Easy set up in our new build house. No issues with connection. I work from home daily and I've never had any problems. Would definitely recommend MTH.

Amazing service received from MTH that enabled our business to relocate without any disruption. some detail: Open Fibre Network was already installed in the premises, so I asked them for top 5 recommendations for hosting services ( out of 30 companies they worked with). I contacted all 5. MTH was not the cheapest, or the fastest to respond. But "Kully" got back to me within 2 days. MTH was the only provider who understood 1/ what we needed, 2/ could confirm line was operational 3/ gave an early date to go live. Their pricing was mid-way of the 5 but the only company I trusted to deliver and no additional set-up charges etc. Subsequently they configured and sent router ( it was plug and play) and delayed start of contract when our relocation date changed - even though we had the equipment. When a builder knocked the router and fibre box off the wall "Taylor" arranged an engineer at no charge. I waited a month to post this review to check connectivity and no issues with speed or drop out. And the contract is monthly with no tie-in- guess they rely on their service to keep their customers. Wish I could find more companies like MTH and no I haven't got shares in them, just very impressed! Our company Nourish London nourishskinrange.com

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 impressed with MTH as our internet provider on OFNL. Quick to respond to any issues, with genuinely helpful technical information. They also gave us an 85% discount when OFNL had issues with bandwidth in our area (not the fault of MTH).

The connection is very stable and we have had no drop outs over the past year, aside from the OFNL issue. The larger broadband providers could learn a lot from MTH's quality and customer service.

Simply the best internet provider I've ever had the pleasure of dealing with. Dean / Mohammed, and anyone else I spoke to has been fantastic from start to finish.

Informed and informative, I moved to a new property and was live within 2 working days with excellent speeds and a brilliant router (TP LINK).

Having been with vodafone which took 62 days to connect my old line, this has been a real joy. Thank you MTH. Customer for life!

Strongly recommend this provider if you’re on an OFNL network. There are various packages to choose from all at reasonable prices, I’m on the 160mbps package and have not had a single issue, despite working from home and being an avid gamer. Further to this, their customer service far outweighs the likes of Sky or BT, and the communication you receive when you become a customer is exceptional. Stable and fast internet and great customer service

This company is truly exceptional. I am a complete technophobe (an OAP!) and due to living in a new build the Internet appears to “go down” often. When I call MTH to help me I am consistently met with the highest Customer service experience I have ever met. Tory in particular has such great patience with me. He talks me through everything with such calmness and takes me through the steps. He is so polite and caring. Any member of staff I have spoken to offer excellent Customer service. This company

Spoke to Tory, customer servcie was brilliant and friendly. Made everything understandable and very happy with my purchase.

Tory helped set me up with broadband that was right for me. He was knowledgeable, helpful and made the process quick and easy. Would definitely recommend. Let’s hope the broadband is a good as the service.

This service has been excellent. They have made everything so clear and easy to use, as well as being very affordable. Their customer helpline is not only quick but also really friendly and helpful, shout out to Billy for all his help with my account. I would 100% recommend using this service to friends and family.

On moving to a new house the OFNL network was preinstalled. I had never heard of any of the 16 or so possible internet providers, I chose MTH purely because of the level of customer feedback on Trustpilot and Google they seemed to be head and shoulders above anyone else. I am now a new user pre-sales was excellent, no heavy selling just good advice , support were very knowledgeable on all aspects. I received my modem the next day and it was just plug and play, I had one question and support replied instantly early in the morning at the weekend. I purchased the more expensive modem, the modem is sited in a cupboard but I'm still getting 115mb download all over the house (I have the 120mb package)...I have been really impressed and it has been so nice to be able to make contact with support so quickly and easily.(Unlike the larger nationals!)

Excellent service, viktor was very helpful and communication was very good.

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.

MTH are great, really helpful and know what they are talking about. We are in our late 60s not very IT savvy but they are so patient and always manage to help us out, highly recommend.

Monkey Tree are great.

It's always easy to get hold of someone when you need to. I had a problem recently with both of our websites, contacted them via chat and a ticket was raised. It was sorted by the next morning. Great Service.
This isn't just on the support aspect, I had a question about billing, it wasn't urgent, but I was contacted and my questions answered within 15 mins.
Great team at Monkey Tree. :)