Imagine networks Omdömen 4 169

Worst network cannot wait to end my contract. Expensive. Horrible staff.

Had an issue with the router, rang and was so impressed and grateful for the prompt and efficient service I recieved from Elen. Thanks so much your a credit to your company and role. I couldnt imagine a better result pardon the pun :)

I normally don't leave reviews, in fact my one and only review was 5 years, which also was to imagine. That was my experience before becoming a customer, this will be a review of what being an imagine customer is like.

How did I end up with Imagine after such an awful experience? Well after Imagine took 3 months to refund my deposit I went with another company called Rural WIFI, who were great for years. They were then bought by a company last Summer, which of course was Imagine. It took me a bit to realise it was the same company but after dealing with there awful customer service it all came back to me.

My issue was that my internet that cutting out, it could happen once a day or 20 times in 30 minutes. Sometimes it would come back on it's own but more often then not you'd have to turn off the router.

I emailed them explaining the issue on the 19th of December 2025, it took 5 emails from me and a month to get a reply. The reply? Asking for a date and time for them to call me, I reply "today or any other day at 5:30pm." Which I thought was simple and would avoid giving them the excuse of not seeing my email by a certain date. I did not get a call, I did not even get a reply to my email. My follow up emails were also ignored.

Shortly after this my internet completely went for a whole weekend. Imagine offer weekend support but when I rang them I was told that didn't include Rural Wifi customers, despite being assured many times my support would be treated the same.

I then rang them Monday evening and they fixed the issue of my internet being gone by resetting my sim card. I then get into my other issue of the internet keep cutting out and the poor customer service. They apologised for "dropping the ball." After looking into my issue they believed my issue was to do with my router and they said they'd order me a new one but would have to check the warehouse.

At that time they were finished for the day as it was 6pm and they said they were off on the Tuesday which was fair enough. So they said on Wednesday they'd sort it for me "personally." That was over 2 months ago and I have not heard back from him.

I have sent several emails since, which mostly were ignored except one. I got a voicemail from someone at imagine that claimed that they spoke to Eir who's sim I have and they said there was an outage yesterday that caused my issue. I then emailed them back telling them that was not my issue, explained my issue again. I actually got a very prompt email back which basically just ignored everything I said to just repeat what was said in the voicemail about Eir having outages yesterday. My emails again telling them my issue were ignored after that.

I've had this issue for months, sent 20 emails in 5 months and got about 5 replies, called them a few times and the issue is still there. Possible the worst customer service I have ever experienced.

I wouldn't give any star if it was an option. Stay clear of this company, they were nothing but trouble from the start,bullied my pensioner parents into a contract, they only had a landline told they had to upgrade to broadband and that their bills would be the same €55 bimonthly, first bill came €130! Had no phone line for weeks after the installation of the broadband,customer services were appalling,rude and very unhelpful. Changed their number without telling them. They stopped posting out bills, requested a bill but they disconnected the service without sending the bill. Eventually got a bill 7 weeks after requesting it. Paid the bill and requested cancellation of the service as they had already cut them off, had to paid €190+ plus another €130, then we get a text to send back the router or receive a €70 fine. This is how they treat old age pensioners!

Imagine cut off their LTE services in my area before they sent out the routers for the 5g.
No internet for 5 days . Then sent out a bill for the LTE service for €64.55 for a service that they cut off a week into the month. They are now going to charge for the new 5g service as well. So 2 bills in one month. Absolute fiasco this 5g change over .

Waited 7 weeks for my modem, no communication in between from them as to why there was a delay.
I initiated the call wondering where it was. No reply from 4 emails I sent.
2 weeks ago, 2 modems came by courier. I emailed Imagine on what to do with the 2nd unwanted modem, no answer yet again from yet another 2 emails. I rang and was told I would have to send it back through the Post Office. Not on.
Still no answer from my emails.

I was having connectivity issues earlier. I tried calling, but was placed in a queue—they did at least let me know the wait time until an agent would answer was 1 hour and 5 minutes.

Am existing customer .signed up for the new 5 g broadband and never received the new router by and on the cut off / switch date.
Internet went off tried the customer help line to see where the router was.
Had to wait 20 mins ( sounds like a typical call centre ) eventually they decided to answer. Having discovered no router was sent was transferred to the so called shipping dept. Held on the line for a further 50 mins with no answer until I lost the will to live.
Somehow internet came on.
Quite frankly I should have looked at the reviews before I signed up with imagine.
So basically the communication service is not even worth the 1 star.

7 years with imagine, last September they offered upgrade to fiber I accepted, an engineer came and said it is not feasible, then imagine never followed up despite me ringing them few times when every time imagine promised to ring back but they never did. Now 2 weeks ago I was told the wireless service will be ceased, again tried twice to ring and explain and was promised a follow up, nothing happened and today service switched off, sorry but you're so unreliable

The price and the service is great. Only 4 stars because of some radio silence when theres an uncontrollable outage

Awful service, I was charged 150 euro in February for not returning equipment which I was still using till the end of February. I returned the equipment in the 1st week of march & im still waiting to get my money back. I’ve made numerous phone calls only to be told that it didn’t arrive & last week I was told it was approved. How long does it take to be put back in to my account. Quick at charging but very slow at giving refunds.

I had a very poor experience with Imagine.
They took €267.40 from my account without any prior bill, warning, or notification. I had received no invoices or communication showing that this amount was due or that charges had been building up. There was also no advance notice of the payment being taken.
Under Direct Debit rules, companies must notify customers in advance of the amount and date of any debit. Taking a large, unexpected lump sum without notice is not just bad practice, it breaches those rules.
When I contacted them, they claimed the charges had been accumulating for months, yet failed to explain why no bills or reminders were ever sent. Their response was dismissive and focused on blaming me rather than addressing their lack of transparency.
Overall, very concerning billing practices and poor customer service. I would not trust Imagine to manage payments responsibly.

What a disastrous company would definitely NOT recommend to anyone.
They called me to ask if I wanted to switch to fiber that first 6 months it would be contract free so if I didn't like it I could cancel. Also was told first 6 months it's going to be 35.99 euro a month. So I got charged 55 euro so I called up to see what is that about. And they told me I was late on payment. 20 euro? Really? And they told me that they never would offer a bill for 35euro. So I asked for the recording where the man done the offer and we accepted. They said they would send it out. But of course I've been calling and 2 months and no recording. So I said I want to cancel. They told me you can't. If you cancel you will have to pay fine. So to this day I'm paying 55 euro without being late. Wish I never got them in first place.

I was previously with rural Wi-Fi who were taken over by imagine. As I write this review imagine have a customer complaint from me for three weeks now following a broadband outage which they are not responding to. Furthermore I have requested formally on a number of occasions my UAN so I can switch provider and they are now withholding that You really really need to avoid this company- they are disastrous in terms of customer service. They continue to bill me even though I'm actively trying to leave them to switch to a much cheaper and more reliable service provider.

I tried to cancel service on 4 Feb 2026 via customer service. I never received confirmation of cancellation. I was then charged for March 2026 and when I called on 10 March I was informed that the Feb 4 conversation notes were inconclusive! I was told they would listen to the recorded conversation and get back to me at 2pm that day. That didn't happen. On 12 March I called again, and was told it had been cancelled on 10 March. I had to insist that I receive an email confirming the cancellation. Imagine has bad customer service, incomplete processes to confirm a cancellation and refuse to reimburse for the two months I did not use their service. DO NOT USE IMAGINE!

If I could give no stars I would.
Customer service with these people is an absolute joke. No issues get seeing to, never mind getting resolved, no contact back by anyone for weeks, unless you haunt them to do so. Service is horrendous with the WiFi itself. Shocking, and I mean shocking service all round with this company. Who I have been with for at least three years now and have had no other choice but to look for other providers. Would not recommend imagine what so ever to anyone looking.

I have been with Imagine for a good few years now and i honestly never had an issue with them. when they contacted me to say my package was not going to be available for much longer i was very happy to stay with them when they introduced imagine fibre to me.- Super fast speed. the two technicians that came to install it were very friendly and helpful and had their work done very quickly with zero mess or fuss. Very happy with this company and will not be changing, i live in a rural part of the country and this has been the most reliable company for me.

Lovely girl on the phone made everything so easy

Don't deal with them. Customer service is a joke, waiting for ages for someone to answer call.
Cancelled my account a couple of months ago and keep getting warning emails and payments due even whenI was reassured over the phone that it was cancelled.
Customer service representative angrily said "ok, I will deal with them on my side" and closed the call!
Keep in mind I was with rural wifi first and had no problems

AVOID!!!! For PEACE OF MIND!! I gave notice to terminate my contract as my 2 years were up and after they continuously wanted to change my service unilaterally, it was more like harassment... Then I asked for a pro rated bill to the date of cancellation because they were charging me beyond the date even though they’d been given notice beyond what was required. Imagine refused. They insisted I pay the full month and that I “give” them my bank card details to save for me to cancel to get my refund back!? GDPR violations abound?! They have refused to issue a pro rated. Since last week I’ve now received a credit controller email from a Colleen Byrne to pay over the excess amount or they will charge me a late payment fee as well and take further action. Absolutely disgraceful behaviour. They are ignoring all emails to issue a std pro rated invoice and just sending me demand letters telling me I need to pay excess amounts up to the end of Feb past my service end date which was the 6th. Do not engage with them!!