NewNet www.newnet.co.uk

We were issued with a 12 month Service Schedule. On the 15th month we sought to cancel the agreement, we were then informed that we must continue to pay for a further 3 months following the delivery of the cancellation notice. This notice period is not only excessive but it is buried away in their terms and conditions and not made clear on the service schedule terms.

If you are looking for server colocation then just go directly to ServerHouse.co.uk, it will be cheaper and you won't be dealing with a middle man.

Newnet dns software did not allow underscore ( _ ) record names, which are necessary for DKIM authentication, so we requested a transfer out of our .com domain. That day we lost both website and email access, so we called them and were told that we should not have input the new nameserver addresses (their transfer-out process would not continue until we did so!)

At this point, the url for our site resulted in a `page not found` error.

We asked them to put the ns entries back, which resulted in our site being redirected to their own home page. Their explanation was that the dns adjustments would take a while to propogate the internet. Clearly nonsense - the fact that their page appeared was proof that the record HAD taken effect..

We had made it clear that we had lost email access, yet they continued to simply forward the instruction email from the new host - which included the link to progress the transfer - to the same address we had told them was unreachable.

They were still maintaining that slow DNS propogation was the cause of our site being unreachable SIX days later. Unbelievable.

Our DNS settings had been reinstated without any input from us, and the settings were all identical to how they had been, whilst working perfectly before or transfer request.. In other words, the matter was out of our hands. `Digging` their two nameservers individually in respect of our domain gave differing results. Newnet were not bothered by any of this, nor when we explained that a potential investor had been trying to view the site, and we were concerned about the poor first impression the lack of site access was giving.

They were incapable of seeing the situation from their customer`s viewpoint.

In case anybody is thinking `well, they don't make much money from domain hosting, what do you expect ....` , would you believe that throughout this nightmare week, our server was actually located in their datacentre? Yes, they were taking us for approximately £100 per month for colocation fees, yet still had absolutely zero sense of customer service, or obligation, at all.

We removed the server from their datacentre, the domain transfer completed after the WHOIS admin email was changed to one of OUR alternative addresses (away from the black hole that was the Newnet address) and within 30 minutes of us creating the dns records at our new host`s control panel our website was back online.

The above makes poor enough reading, but it doesn't really touch upon the whole story.

It is difficult to know whether Newnet` technical support` is completely uncaring, or totally incompetent.

Our experience suggests a bit of both.

Their accounts are quicker off the mark - we already have invoices up to 31st December.

You have been warned. If you still choose them, you'll have nobody but yourself to blame should it all go wrong.

I've been with Newnet for over six years and I can't fault the service which has been reliable throughout. With ADSLmax I get a download speed of over 3Mbps (day or night) which is very good for my location.

I did phone support once when my download speed dropped really low but it appeared to be a BT fault which resolved itself. The support staff member that I spoke to was very helpful and did phone me at home later to check that everything was working ok - now how many ISPs would do that?

I really do recommend Newnet to anyone who has been disappointed with the reliability of their Broadband.

Awful company, awful service. I don't mind putting up with poor performance for a short period as long as they do something to rectify it... but Newnet's customer service is appalling. I will never use this company again and I would never recommend them. My advice, stay away.

I'm based in Portsmouth and have their 24Mb service. I get 17-18Mb on my connection and can't fault it. Always works. Only outages I see are due to windows 7 dropping my PC network port. Great service.

I instructed NewNet in October 2010 to install a phone system and an ADSL line for broadband. We required VOIP and internet to log into a hosted environment.

To date 01/2011 the broadband has remained intermittent which has affected our business, we have incurred costs as a direct result of NewNet, the response from NewNet is poor. Calls & emails have gone unanswered, apromises and agreements have been broken, poor communication, starting to feel that they simply do not care and it is me that is the pest.

I would not recommend this company.

Easily and quickly setup when joined Newnet on the upto 20 Meg service.

Major reliability issues at higher connection speeds, service was adjusted to sync rate of 8100.

After 1 year looking to leave.

Connection drops at least every 2 days, strangly when I'm using on the net, despite many chats with friendly staff they have never solved this issue and I'm sure I can get better service for my £16 per month.

Since December 2009,the Broadband speed has on three occasions gone from 1.9Mb/s down to 120kb/s. I get lots of sweet talk from the helpdesk,but it appears it is beyond Newnet to solve this problem.If they were as fast as solving the problem as to blame the users equipment,I would be happy.My patience with this ISP is about to snap.A capped service of this type is hardly worth £17.95p per month!

Reliable and UK based support staff but could be slightly cheaper.

Paying for the 24MB/s service I received a grand total of 2MB/s (when I was lucky). Due to my didstance from the exchange I put up with this, however, learned to my dismay that you get hammered when you try and cease your service.

Just over a year after starting with Newnet I phoned to cancel my service due to moving house. I was forced to pay a £32 +VAT cancellation charge, and will be charged £88 for my 'Free Modem' if I dont send it back to them at my own cost.

Beware the Newnet small print.