Wildanet: most-reported complaints
- Complaints in recent reviews
- 12% of 150 recent reviews analysed
- Most-reported issue
- Support unreachable 51% of complaints
- Company replies
- 100% of negative reviews, typically within a day
- TrustScore
- 4.5 from 1,430 total reviews
- Review window analysed
- 2024-02-19 to 2026-11-04 348 reviews
- Sector
- Telecoms & IT
Automated analysis of 348 public Trustpilot reviews published 2024-02-19 to 2026-11-04. TrustScore 4.5 from 1,430 total reviews — see the Trustpilot page. Quick answer: is Wildanet legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that Wildanet support is unreachable, with 109 complaints out of 215 identified issues. Poor core service is the next most frequent concern, cited in 82 cases, followed by unhelpful support staff in 57 instances. Additionally, 50 reviewers noted late delivery, with some describing significant business disruptions due to extended road closures.
What are the most common complaints about Wildanet?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Support unreachable | 51% | 109 | steady | |
| Poor core service | 38% | 82 | steady | |
| Support unhelpful | 26% | 57 | steady | |
| Delivery late | 23% | 50 | steady | |
| Missed appointments | 9% | 19 | steady | |
| Overcharging | 6% | 12 | steady |
Support unreachable
109 reports · 51% of complaints“No internet and no communication”
The company replied on 2026-08-17: “Hi Amy, we can see on your account that you placed an order online on the 8th August, which looks like the same day you left this review. A site survey has been scheduled and an email confirming this…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“For two days we had no Internet service . We respectfully asked to be Compensated for the no service , they refused.”
The company replied on 2026-08-05: “Hi, we are sorry you had an issue with your connection. We've looked into this and our records show you didn't report the fault to us until the 3rd, even though the service had been down since the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“No Internet since Saturday and you cannot contact them after 4.00pm on Saturday”
The company replied on 2025-07-08: “Hi Susie, We are so sorry to hear of the poor service. Unfortunately the current team are only available on Saturday 10-4 however we hope to change this soon so we can support our customers, If you…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Poor core service
82 reports · 38% of complaints“No internet and no communication”
The company replied on 2026-08-17: “Hi Amy, we can see on your account that you placed an order online on the 8th August, which looks like the same day you left this review. A site survey has been scheduled and an email confirming this…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“For two days we had no Internet service . We respectfully asked to be Compensated for the no service , they refused.”
The company replied on 2026-08-05: “Hi, we are sorry you had an issue with your connection. We've looked into this and our records show you didn't report the fault to us until the 3rd, even though the service had been down since the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I have had 3 weeks of chasing and calling. I have been told untruths by their head of customer service”
The company replied on 2026-07-09: “Thank you for taking the time to share this, Ian. We're genuinely sorry your installation experience was a difficult one. The damage caused during your installation should never have happened, and…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
57 reports · 26% of complaints“if you think you can give 30 days notice and cancel the service, you can't, they want 2 years fees paid for before you leave.”
The company replied on 2026-09-22: “Hi Mr T, Thank you for taking the time to leave your feedback. We're sorry to hear that your experience with us has not met your expectations. We understand how frustrating it can be when there are…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I have had 3 weeks of chasing and calling. I have been told untruths by their head of customer service”
The company replied on 2026-07-09: “Thank you for taking the time to share this, Ian. We're genuinely sorry your installation experience was a difficult one. The damage caused during your installation should never have happened, and…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
1 reader marked this review helpful on Trustpilot.
“ended up paying an extortionate price (almost double) whilst waiting for Wildanet to come back to us”
The company replied on 2026-01-22: “Hi Becky, we are sorry to hear about your experience. We have sent a request through for your information so that we can find your account on our system and investigate what went wrong. If you could…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Delivery late
50 reports · 23% of complaints“closed my road for 1 month (with no possible alternative diversion) which ended up costing my business hundreds in loss of earnings.”
The company replied on 2024-06-20: “Hi John, thank you for your review, we are very sorry to hear this, we are aware road closures need to be put in place when these works are taking place and can cause an inconvenience. It is always…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Today I was told that there's a technical problem and they've cancelled my order.”
The company replied on 2024-06-27: “Hi Grace, thank you for your review, we are sorry to hear this, we will look into this for you and give you a call, kind regards, The Customer Service Team”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“you have attempted to charge me for a period when the internet was not installed or available at my property.”
The company replied on 2026-09-18: “Hi Ryan, we will flag this for the team to investigate on Monday when our Customer Service manager is back in the office. From what we can see your service is linked to a house move, a failed debit…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Missed appointments
19 reports · 9% of complaints“engineers have not turned up, no warning given, customer services read from a script and cannot help”
The company replied on 2025-08-16: “Hi Amanda, We are very sorry to hear about your experience and we want to help. Please email us at [email protected] and we will ensure a senior member of the team makes contact with you on Monday.…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“No one arrived so I called the installation team and was told that they would not be visiting as it required the public road to be dug”
The company replied on 2025-06-07: “Hi Paul, We are sorry to hear that this is the service you received. Our call lines do get very busy, but the agents should have made a note to return your call when requested and this will be passed…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“visit by an engineer has now been put back to Monday”
The company replied on 2025-11-26: “Hi Nigel, We are sorry that this has been your experience with us. Just to clarify, the £75 charge only applies if an engineer attends and the issue is found to be unrelated to our network or…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Overcharging
12 reports · 6% of complaints“closed my road for 1 month (with no possible alternative diversion) which ended up costing my business hundreds in loss of earnings.”
The company replied on 2024-06-20: “Hi John, thank you for your review, we are very sorry to hear this, we are aware road closures need to be put in place when these works are taking place and can cause an inconvenience. It is always…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“ended up paying an extortionate price (almost double) whilst waiting for Wildanet to come back to us”
The company replied on 2026-01-22: “Hi Becky, we are sorry to hear about your experience. We have sent a request through for your information so that we can find your account on our system and investigate what went wrong. If you could…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“weeks went by no response, Further emails sent through resulting in a female long standing member of the team calling back”
The company replied on 2026-10-29: “Thank you for your feedback. We sincerely apologise for the delays and communication issues you have experienced. We are actively working with you to resolve this matter and spoke with you yesterday…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
How to reach Wildanet
These are the contact details Wildanet publishes on its Trustpilot profile, as of our last check on 2026-11-10 — phone 0800 0699906, email [email protected], address Westbourne House, West Street, Liskeard, PL14 6BT, GB.
The company claimed its Trustpilot profile on 2020-01-21, uses Trustpilot’s paid features, and last replied to a negative review on 2026-11-05. Trustpilot ranks it 45 of 63 in Internet Service Provider. We last checked this profile on 2026-11-10 and found 4 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: WILDANET LIMITED (no. 10586466), active, incorporated 2017 (9.7 years); next accounts due 2027-09-30, last accounts filed 2026-08-28, 5 registered charges. 5 current officers (18 on record historically), 4 resignations in the last 24 months; 12 filings in the last 12 months (203 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-11-11.
In the accounts to 2025-12-31, audited by PKF Francis Clark, the auditor reported a material uncertainty about the company’s ability to continue as a going concern: “These circumstances indicate the existence of a material uncertainty that may cast significant doubt on the Company’s ability to continue as a going concern; however, the directors remain satisfied that it is appropriate to prepare the financial statements on the going concern basis.”. This is a disclosure auditing standards require when such an uncertainty exists. It is a statement about the accounts, not a prediction that the company will fail, and many companies trade on normally after one. Filed at Companies House; reproduced as filed. Source: Wildanet’s filings read on Company Register Intel.
Forum footprint: 2 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Wildanet pricing.”, “E: 25/06 Win 2-years free broadband with Wildanet (Cornwall only)”.
Elsewhere: 3.3★ on Google (345 reviews, as of November 2026) — a 1.2-star gap between its Trustpilot and Google scores.
TrustScore over time
4.5 → 4.5 across 10 census measurements since 2026-10-14. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal:
Show all 10 dated readings
2026-10-14 (96%, 0.9d) · 2026-10-17 (96%, 0.9d) · 2026-10-20 (100%, 0.9d) · 2026-10-23 (100%, 0.9d) · 2026-10-26 (100%, 0.9d) · 2026-10-29 (98%, 0.9d) · 2026-11-01 (100%, 0.9d) · 2026-11-04 (100%, 0.9d) · 2026-11-07 (100%, 0.9d) · 2026-11-10 (100%, 0.9d).
Severity: 39% of this company’s 215 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In December 2023, 77% of 13 one-to-three-star reviews were 1★; in November 2025, 69% of 13.
Counted from December 2023 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 0.9 days between the experience and publishing their negative review (284 reviews record both dates).
What their policy promises
complaint process: within 1 working day
“We will acknowledge your complaint within 1 working day of receiving it.”
complaint process: within two working days
“If our initial response does not meet your satisfaction, you may request for your complaint to be escalated to a manager who will respond within two working days.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-11-13.
Policy-page monitoring
We monitor this company’s published policy page. No change to the policy text has been detected since we started watching on 2026-10-19.
1 other page edit recorded (dates, counters, menus, banners, or edits we could not verify against the page text) — not listed
Automated change detection on the company’s own published policy page. A change is listed only when a term, price, time limit, right or contact route in the policy text changed; other edits are counted, not listed.
Measured reply time: across 272 negative reviews that received a public reply, the median wait was 0.7 days — the company profile reports an average of under a day.
Reply quality: of 272 company replies to negative reviews analysed, 43% engaged with the specific problem and 46% were generic templates.
35% of its 136 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unreachable makes up 51% of this company’s complaints vs a 19% median across 96 ranked companies in its sector.
Review velocity: 610 of this company’s 1,430 Trustpilot reviews (43%) were written in the last 12 months.
Other UK companies with evidenced “Support unreachable” complaints
- Wildlifestudios
- William Hill
- William May Jewellers
- Wise
- Wolters Kluwer
- Worcester Bosch
- World of Books
- Wowcher
- Yellow Zebra Safaris
- Yorkshire Building Society
See all companies by issue: Support unreachable · Poor core service · Support unhelpful · Delivery late · Missed appointments · Overcharging · Sector table: Telecoms & IT in the UK
Compare Wildanet with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-11-04.