After a brief but notable absence, Demon Broadband has returned to the UK’s #1 independent broadband comparison website (that’s us, Broadband Genie, in base you were ondering…). 8Mb broadband from £19.99, reliable provider with a solid track record. And a scary name. Demon. Rrrrrrrrrrrrr.
Broadband Bestsellers
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8Mb | £15.99 | 
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8Mb | £12.99 |
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20Mb | £36.00 |
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24Mb | £18.00 |
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Demon service is poor. Appointments have been made with BT via Demon. Demon does not phone back to confirm appointments, hence appointments not met. Phone them up and on hold for a long time and then the line goes dead. This is poor service and I would not use their products again. I have had slow connection for 2 months and the fault is still outstanding. Customer service is not their strong point! I wanted to know who will contract me when an appointment is made i.e. BT, Demon, both or none! , I got 4 different answers from Demon depending upon whom I spoke to!
Unlimited is LIMITED to 50Gb for Home and 60Gb for HomeOffice in any 30 day period, then restricted to 128kbps between 9a.m. and 10p.m. Although my restriction seems to operate upto midnight. Will definitely be changing my ISP. Telephone support from India is extremely patronising and often involves being cutoff and having to redial. Faults on their line caused me to be without access for several days whilst they blamed my router.
AVOID as they lie when they claim service is unlimited.
Cancelled my demon subscription in January as I switched provider but demon still took 19.99 out of my account for Feb, Mrch, Aprl and May. When I phoned them to query this I was told I will get a refund for about £53 which isn’t right so I questioned this where the person in the India call centre got very rude and basically accused me of lying, saying I only cancelled my account in mid March. I don’t recommend Demon as they will steal your money and the customer service is terrible.
Demon first told me that there was already a broadband service on my line and that I would have to cancel that before they could give me a service. Demon did not seem to know that the MAC code THEY asked for, and I provided, was so I wouldn’t have to do this. When I eventually got connected, (with a second MAC code because the first one expired), they set my 4 Meg connection at 1 Meg. When I called to complain about this I was told there was a 30 day training period and would not discuss this further until this period had elapsed. After 30 days they accepted their error and set the speed to 4 Meg. At this point things got really bad as the service was so unstable it was almost impossible to access any websites, (404 errors). Email was so slow that at the end of the day 90% of our email traffic was still in progress. Demons technical support was to insist I perform a speed test at www.kbps.co.uk. I could not carry this out due to the poor state of the service but the support could not get past this and just kept insisting I do this and tell them the result. At this point I gave up and got BT in which worked fine but Demon still want me to pay £469.92 for their service.
I advise all people to move away from the demon, I think the name well suites the companies ethos. I have a business account with them, and must admit that whilst they may provide a broadband service, the quality and customer care is appalling.
I don’t really care where the call centre is, as long as someone deals with my problem quickly then its all good. waiting 1 week for an email responses is just plain stupid. there call centre moto is “lets answer the call, but pass the buck” I got really frustrated with them, that I will be cancelling my subscription in October and finding another host.
Several of you above are exceptionally lucky. Lucky in the sense that you have been able to cancel, I sadly have not been so lucky. We have been a demon customer for many years, however in 2006 we moved our web hosting to another company but retained Demon as our ISP. I found out in July of this year (2008) that demon are still charging us for web hosting.
I found this out whilst trying to find out why our connection speeds crawled down to anything between 80mbps and 300mbps. Demon tech support (i use the term loosely), where as useful as a chocolate fireguard, they didn’t listen to the problem, had no interest that I had done umpteen speed tests already, they just wanted to waste my time doing 3 speed tests a day over a week with the bt speedtest and then report my findings. Of course, this does mean you have to keep changing the router configuration. Still this doesn’t put tech support out and it does have the rather useful result in getting you off the phone and stop you from being their problem.
In another call they then said “Oh yes, I can see the problem, it’s an open session, I’ll fix it and then if you turn your router off for 15 minutes everything will be just fine.” Having little or no faith in this I still had no choice but to do as I was told. I did. The problem remained” But hey, this did have the rather useful result for the tech support (again tech support term used loosely) lady in getting me off the phone and stopped me from being her problem. Can you see a pattern forming here?
I rang back. I was told, hey, why not do speed tests 3 times a day for a week and then report your findings. Arrrrgggghhhh!
I have had the line tested and we are reported as having 6.5Mbps on the line but the connection speeds simply will not rise. This problem has Demon written all over it.
What with my hair now having gone completely grey and generally given up the will to live, I decided just to leave Demon so rang for my MAC code! All excited I was, thinking that I could now get rid of them and move to an ISP and actually get a decent connection.
Oh no, not so fast there. The chap I spoke to about this noted that I was an extremely long standing customer and asked why I was leaving. I told him, I was sick of the connection speed issue - BIG MISTAKE! He didn’t like this answer, he said “hey, let’s see if we can fix your problem for you”. I said “no, that’s ok, I’ll just have my MAC code please”. “No, no” he said “All you need do is just do 3 speed tests at different times of the day and we’ll see what we can do”. I stuck to my guns - “Just the MAC code please.” Sadly, you could tell in his voice he’d lost interest when he said “ok, I’ll send you an email”.
To be fair, I didn’t have much confidence in this but what could I do? Call him a liar and insist I have it over the phone? Not really so I said “fair enough, thank you very much”. This was the 17th July.
By 5:30p.m. on the 18th July, I still hadn’t received an email so I wrote to Demon by recorded delivery, confirming my telephone conversation fo the previous day and again, politely requested they issue me with a MAC and confirm that the web hosting account is in fact cancelled. 2 weeks later and I still hadn’t received a MAC or even the courtesy of any kind of reply. So i write to them again (I’ve given up with the phone I don’t want to get into another “Why not do several million speed tests over the next 40 years” conversation) by recorded delivery on the 2nd August. I point out that I really would like a MAC, I am entitled to one and could they let me have it within 7 days? If they don’t give me a MAC or at the very least, stop refusing to communicate with me then I politely but firmly point out that I will have no choice but to make a report to Offcom.
Well, today is the 9th August and guess what - yep you guessed it - NOTHING! No reply, no “hang on we are trying to sort this out for you”, and certainly NO MAC CODE!
So today I have made a complaint against them to Offcom. How sad this is, a customer that has been with them almost since the very beginning of their existence has to make a complaint to the regulator just to change suppliers.
The worst part about all this is that I recommended them several years ago, 1 to a friend and the other a business associate both of whom are now suffering the same problems with connection speed. One technically proficient enought to change suppliers and configure his router to work with another but the other isn’t able to do this and I will have to go through all this again to move him also.
My advice, for what it’s worth is: Don’t use Demon and certainly don’t recommend them to anyone.
I can only echo other posters negative comments. I’ve been a loyal customer for over 12 years but the service has deteriorated to such a poor level over the last 3-4 years I’m now switching to sky. The customer service is a shambles with lengthy queue’s to get through only to be dealt with by half wits who do nothing. My latest gripe and reason for moving was when then sent me a threatening letters for an unpaid invoice. The problem was tracked back to the fact they cancelled the Direct Debit mandate because someone else’s cheque had been allocated to my account. It took 5 e-mails to get a response and this wasn’t satisfactory. I was then advised to write a complaint letter to them (apparently they don’t have e-mail in the complaints department which sums them). I’m still waiting for a reply. I’ve just received a letter from a debit agency despite my repeated attempts to discuss setting the payment up again. When I did get through to customer services I was told they can’t help me as their computer systems are down! Other problems I’ve had in just the last 18 months include
1) Rude technical support personnel who insisted a connection problem was down to a line error and nothing to do with them, despite me being able to prove I had a digital signal coming through. Their instance that I call a BT engineer could have cost me a £186 call out fee.
2) My web pages were mysteriously deleted. No explanation forthcoming.
3) A password being mysteriously changed. I suspect this was someone in technical support whom I’d been dealing with earlier on the day it stopped working
4) A botched switch of service when I moved house.
There are plenty of ISP around so DON’T USE DEMON, there now just a sad joke.