Pine Media Broadband Reviews 

We are waiting for our provider to switch to Pine Media which should have happened seamlessly overnight. However, this has not worked and we are sat waiting for the phone lines at Pine Media to open so that we know whether we are able to work from home today as we are now without internet. They don't open until 9am which is too late to resolve any issues before the working day begins. Im sad to say its a really bad start to our experience with them. What a shame, as I'd hoped to give a local company a big boost and recommend to others.

The internet

Pine were the first FTTP available in my area and have been top notch since day one (now 3 years in). Easy installation, decent price and responsive support on the rare occasion it's been required. Would definitely recommend, so much so I just renewed.

Once up and running the ISP and fibre to the house has been fast and much more reliable than previous providers. No buffering when streaming films and fast download and upload times.
The plume system takes a bit of getting used to but does mostly provide good fast WiFi inside the house.
We now have a number of IOT connected devices and have had issues of connectivity with in garage and with a car charger.
The customer service has always been outstanding with fast and excellent support. It seams no problem however straightforward it may be is never to much for them to answer unlike the major ISP companies who keep you waiting for ever and frequently imply that the problem is with you not the complexity of managing the system and wi-fi network.
I can highly recommend Pine Mediaand their excellent customer service.

After having some issues with connectivity we reached out to customer service. In the end we reached a fair resolution- however this did involve a bit of back and forth. Overall I am now satisfied with the service and am glad that customer service took my concerns seriously

Pine internet is reliable and the support team have been very helpful when we have needed them

Quick and hassle free installation.
Good constant signal.

I've been with Pine Media for nearly 12 months now. Installation went well. No trouble until this morning when I suddenly had no broadband. But they sorted me out very quickly having discovered my problem was all self inflicted by me.

very fast and efficient problem solving. very efficient help chat function.

I contacted out of hours- got out to ai chatbot but - explained my internet wasn’t working. Someone came on the chat and sorted it out. Very quick and helpful.

I logged an issue with my Broadband and had a very rapid and professional response from the team at PineMedia. The problem was quickly resolved. Great service, as always.

Within 20 mins broadband was installed and I was reconnected. Very polite man sorted it all. Very happy customer- long may it continue.

Great providers, super friendly staff and they work super quick if there are any issues with your connection

While the installation took a long time, I still felt that I was being kept in the loop, and that the engineers were doing all that they could to get me sorted.

Pine media blames everything but themselves.
We were supposed to receive wifi from pine media (we went through unihomes). Upon moving into the property we realised we hadn't been connected to the wifi despite paying for these services for 3 months already. We've been told that our house would need additional engineering works to be completed. My question is, was the last 3 months not enough time?
The communication with Pine media has been inconsistent and one way. My housemates who also enquired have given different time lines for the work being completed.
There has been a lack of transparency from Pine Media and I would not recommend to anyone!

They have failed to install my wifi connection for over 3 months now, with no updates given prior to us contacting them to enquire about why we didn’t have connection yet. There is no proactiveness or urgency for our situation, which is completely unacceptable when we have been paying for the service for 3 months. Upon being asked for an update, we are met with vague answers and an extended timeline every time. No substitute or temporary solution has been provided. Would NOT recommend this service to anyone that is looking for internet connection and the bare minimum customer service.

I was setting up OPNsense in a Proxmox VE and Pine Media Network team (Adeel) helped me set up the correct MAC address so their RADIUS server would authenticate my router and serve me a static IP. All resolved in 24 hours during work week. Strongly recommended above the normal providers.

I am leaving this 1-star review not for poor service but for a service that was never delivered. Pine Media’s postcode checker falsely claimed my property was “fibre ready” and promised installation within 3–5 working days. I booked a firm installation date next Tuesday, relying on their guarantee. This is classic bait and switch, deliberately misleading customers to secure contracts under false pretences. Other reviews show this is a pattern, not an accident.

Hours later the lie was exposed in a curt cancellation email. The reason given was that “due to the existing infrastructure in your location we are unable to provide fibre to your premises.” My address is either ready or it is not. Advertising it as ready and then cancelling for infrastructure issues is blatant deception. The postcode checker is a fiction designed to trap customers into signing contracts. It is a cynical, time-wasting scam.

There is no transparency, no apology and no personal communication. This company preys on customers, relies on fine print to avoid responsibility, and has a record of missed deadlines, months of silence, and threatening customers with full charges for undeliverable services.

Pine Media is deliberately deceptive. Anyone considering them should take one look at the evidence of their dishonest practices and avoid them entirely.

Edit: Pine Media’s reply perfectly illustrates their skill at blaming everyone and everything except themselves. They claim the postcode checker “allowed” the order in error and that it is the UK’s inconsistent telecoms infrastructure that caused the problem, all while insisting it is not deliberate. Yet their system promised my property was “fibre ready” with installation within days, and only hours later cancelled the order. They claimed to ring me. Yes, a missed called from Sheffield after I sent this review! No personal apology, no transparency, just a narrative designed to make it seem like the failure is everyone else’s fault. This response only confirms the pattern seen in numerous other reviews: misleading promises, poor communication, and a company more interested in covering itself than actually delivering service.

Edit 2: Pine Media has now emailed me via Trustpilot asking for “more details” to validate my review. This is clearly a tactic to intimidate and suppress honest negative feedback. They already know my details and have responded specifically, so this is not about verification, it is about trying to control the narrative and pressure customers to stay silent.

I recently had an issue with my Plume Pod which was only negotiating 100 Mbps on the LAN port. Pine Media support were very responsive — they guided me through troubleshooting, and eventually confirmed my analysis that it was a hardware fault, and arranged a replacement.

The pod was swapped for a replacement, and my settings were restored automatically. The LAN port on the replacement negotiates correctly at 1000 Mbps. At first speeds were capped at ~50 Mbps following the Pod Replacement, but support escalated the case to their networking team who resolved the issue that morning. I’m now seeing full gigabit performance via wired successfully restored.

I've been with Pine Media around 2 years now and no troubles upto this point. I’m very happy with the way Pine Media handled the faulty pod: friendly communication via their online chat, quick replacement, and persistence until everything was working properly. Great customer service and a much better experience than I’ve had with bigger ISPs in the past.

We previously used Pine Media for a year at our old new-build property, and at that time the service was solid. Minimal downtime, reliable speeds, and overall something we’d have happily recommended to anyone in Sheffield. Unfortunately, our recent experience has been the complete opposite.

When moving to our new home, we were repeatedly assured, both over the phone and via Pine Media’s website, that our property was “fibre ready.” Two months later, we still have no service. We have now been given two separate installation dates, both of which passed without installation, and without any proactive communication from Pine Media.

On our first scheduled date, 7th August, two excellent OpenReach engineers turned up and explained, much to their own frustration, that the property was not fibre ready at all. They spent nearly two hours trying to find a workaround, but it was clear that Pine Media had misrepresented the situation from the outset. Despite promises that a new connection would be arranged, we were then told conflicting stories: first that the work would be completed by 22nd August, then later “corrected” to 22nd September. Neither happened.

The most concerning aspect has been Pine Media’s customer service. Every phone conversation has been marked by hostility, rudeness, and outright argument. Instead of resolving the issue, we spent around 45 minutes in total debating their false claim that the property was fibre ready. At one point, when we suggested cancelling due to their failure to provide service, Pine Media insisted we pay the full value of a 24-month contract - despite the fact that no service had ever been delivered.

This is not only unreasonable but, under UK consumer law, likely unlawful. A provider cannot enforce payment for a service that was never supplied, and Ofcom’s own guidance makes clear that customers have the right to leave without penalty when a provider fails to deliver. Pine Media’s stance here is misleading and unacceptable.

In short:
- Misrepresentation of services (“fibre ready” when it was not). Although PineMedia will happily spend 45 minutes arguing this with you!
- Multiple broken installation promises without updates.
- Aggressive and unprofessional customer service.
- Attempted enforcement of an unlawful 24-month contract despite providing no service.

If you value honesty, reliability, or professionalism, avoid Pine Media at all costs.

At this rate, who knows if we'll ever have Fibre or not. I'm sure another company would at least pro-actively try to compensate us for this failure.