Pine Media Broadband Tracking Order Status

Great prices and the wifi is very reliable. Even though our set up wasn’t smooth sailing and we encountered a few problems, the staff were great and super helpful, and they resolved everything very quickly

Pine Media have an excellent customer service team. From the initial chat to order their service, to my renewal today, they've been friendly and helpful at all times. When I needed an extra hub device to boost WiFi signals around my home, one of their engineers was able drop it iff for me the very next day! I've only had a single outage in two years, and their issue tracking system made it simple to find out what the problem was, what they were doing about it, and how long it was likely to take to resolve, making it really easy to manage expectations at work as a fully remote employee. All this for superb prices make it a no-brainer for me to stay with them and recommend them to you!

My son is due to start University soon and making sure he had proper WiFi was critical. We had some concerns following poorly worded emails so I rang the customer service team. They took the time to go through the process and answer all my 500 questions! I now feel confident my son is in good hands. 5 star service.

My property already had the wiring installed so all I needed was to plug in the router and the ethernet cable and within a few minutes, everything was set up. Customer support was kind and helpful which is always a big plus. I also liked that the contracts can be either 1, 12, or 24 months as many other companies offer quite inconvenient 18-month contracts. Overall, I have been using it for a few days now and have no complaints.

First things first the transfer has taken place and it works and I happy now However Pine could do far far better with regards to communication during the transfer process by for instance stating clearly what the process will be when I can expect things to happen and who will be doing what. Yes I could ring them and get answers (they do answer the phone and do answer questions so no complaints there) but I should not have to be working out what questions I need to ask. The whole transfer took far longer than originally stated because of the need for Pine to fit in with Open Reach and I received two automated voice mails saying things would happen on a certain date that were wrong and I had already been told otherwise by Pine - but of course you don't know which info is right. My router was delivered by Evri (I expressed surprise they were using a company with such a poor reputation before delivery) and although I had asked if I was not in for it to be delivered to my neighbor it was thrown over the garden gate (luckily a sunny day). As far as I am concerned a company must accept full responsibly for their sub contractors and can not hide from their mistakes. On transfer I received in less than 24 hours 11 silent calls that on investigation were directly related to the transfer Like I say I am happy now that I am up and running but Pine need to recognise that many people are not experts and simply do not know anything about the process of transfer and need consumer focused information throughout the process and the sad thing is that it should be so easy for them to do and would reap rewards for the company.