Purple Connect

Signed up for one of their internet accounts this afternoon on 01/10/26 as they seemed good and the pricing was good for the advertised speeds (I also did my due diligence and read all of their policy documents before signing up). I specified for connection to be tomorrow 02/10/26. I received my welcome email and a second email saying the next… Read more

available appointment for a service technician to attend to connect the services wasn't until 12/10/26. Now, we're off work all next week to move house and go back to work on the 12th so that wasn't going to work. I called them to see if there were any earlier appointments and explained why and they said no. I thought I may be able to get an earlier appointment with a different provider so LITERALLY 10 MINUTES AFTER SIGNING UP, I asked to cancel the account. They then tried to tell me I was liable to pay for 1 month as I now had an account (mind you, I didn't request connection until tomorrow and even then, we weren't going to get actual services until the 12th, according to them). I disputed this vehemently, saying NO WHERE in their Critical Information Summary did it state this "fee" (Their CIS literally says "Cancelling your plan: You can cancel your service at any time by providing 5 days’ notice to us."). They then tried to say "Oh, it is listed under the 'Minimum Terms' section". Note: the 'Minimum Terms' section only mentions "Minimum Term: Plans have a minimum term of one (1) month and are month-to-month with no fixed term." I tried to explain that in neither section, nor in their Customer Terms & Conditions, did it explicitly state a cancellation charge so I cannot be held liable for one. They then tried to say "oh, well cancellation and withdrawal are different but you still have to pay". I also explained that if that was the case, it needs to be explicitly specified in their Terms/CIS, which it did not.

We continued to go back and forth for a while before they agreed to proceed with cancelling my account and escalating my complaints.

I would be wary of the below good reviews and do your due diligence before signing up with Purple Connect.

Cheap for a reason and not a good one. Setup was difficult as they use a different means to other companies. I was sent an email stating I don't need to do anything, it will automatically setup everything once the connection is done on their end. Its true, I didn't need to do anything... from their end. From my end, I wasn't supplied any details… Read more

about the configuration so I had to start the call process... Upon chatting to the rep I found that they had no information to give me as to what settings I need to use on my modem router, only a very basic.. It should auto connect and we don't have any details about your modem. The phone call ended with the rep telling me to contact the manufacturer of the modem and asking them how to set up the router..... Whilst still providing 0 settings I need to be using "because it should auto connect" I managed to figure out what settings I need by trial and error.

Come the first bill, I didn't realize I'd not setup a DD card. I followed the 24 hour link that was provided, it had expired within 3 minutes of it being sent. I logged into my account to put in my details that way, once complete I used the pay now option which. Duh duh duuuuh, was a dead link.

On top of this, at any point during the day, I can't connect any higher than 470Mbps, yes it's only 30Mbps shy which isn't much but they're advertising speeds they aren't supplying. This hasn't been an issue with other providers.

I've only one 2 star because the connection so far appears to be stable once it's going.