Imagine networks Omdömen 

I dealt with George when dealing with an upgrade to my broadband service. George offered a great deal and was very professional and explained the details of the package perfectly.

I called Imagine to upgrade our broadband service to a more modern offering. Aoibhin was very helpful in explaining our upgrade options, answering all my questions. The whole processes was very smooth and took less than 10 minutes.

Aobhlin was clear and direct. She was informative and reassuring about my specific situation, having had problems with rural broadband setup b previously. She was knowledgeable about both technical issues I may face and more practical contractual conditions. I also had a clear idea about payment and contract onn B ligations.

Good - Sales are good
Bad - promised fibre line installation within 5 days, Imagine scheduled it for 20 days later, telephoned and ask why? Changed fibre installation for within 3 days.
Fibre installed, no modem/router. Had to call and ask for modem, delivered within 7 days.
Opened support call, no reply, no resolution, nothing. Telephoned back and told, oh yes - that call is closed. I got no feedback or response. Not allowed to reopen call or log same issue. Puzzling really!!!!!!!
Opened another support call, again no resolution and IT support closed call. Customer Care did apologize but did not reopen it as promised. IT staff are polite and follow the SOPs to the letter of the law leading to zero resolution of issues. Close calls whether they are resolved or not.
Telephoned back a few days later and asked for escalation to supervisor or manager, I was told that they have procedures in place and that escalation to managers and supervisors was not allowed. All escalations must go to the escalation team who do not do any investigations or provide feedback.
The Support staff, escalation staff and Customer Care staff blatantly lie a lot of the time. We are working on the call at the moment, but later to find out that it had been closed on the day it was opened or the subsequent day. No resolution for any issues or questions raised.
There is literally no way of escalating any issues beyond the escalation team, which is the support team and they’re not going to report on themselves are they???
If you ask for a supervisor or a manager or IT director or anybody, you are told that under GDPR, you’re not allowed to talk to them or have any contact details. Never heard such rubbish.
The management don’t give a damn about their customers or the behaviour of their staff.
The staff know that the management don’t care so they don’t care and don’t bother resolving any issues or answering any questions or provide or follow any escalation process.
Overall, a rudderless ship helmed by blind dumb deaf greedy captain, 1st & 2nd mates. Sailors are gulping the naval rum from morning to night and as such nothing is actually happening.
STAY AWAY FROM THIS ORGANISATION not worth the hassle.

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I forgot I had two IT support staff hang up the phone because I insisted on speaking to a supervisor or IT Director.
His reply - we will follow our procedures, etc and you cannot escalate it to supervisor or Director.
Because I repeatedly stated I wanted to speak with a supervisor or IT director and not allow them to bully me into submission, they hung up the phone.
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Customer Care - what a joke, there is no care, they told me that support calls were closed and that they would get them reopened and speak to the IT support staff. None of these things that Customer Care were supposed to do actually happened. They work hand-in-hand with all the other employees / colleagues to lie and demean their clientele.
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I got a reply from IMAGINE and again it just shows their belligerent horrible disgusting attitude. They insinuate that I am lying. This organisation is the most dysfunctional dishonest disrespectful company I have ever had dealings with. They are truly the most horrible vile people I’ve ever had a misfortune to communicate with.

Why do they not do an internal review of all cases that were asked to be escalated to IT supervisors or directors? Or I forgot one cannot escalate a complaint/issue to a supervisor or IT Director because of GDPR constraints - LIES. And they will see that their staff do not escalate any issues to management and shut them down immediately without resolution or notifying the customer of what they have actually done.

STAY AWAY FROM THIS COMPANY

I had the pleasure of dealing with such a friendly upbeat man, George. He made the process so simple , he was very informative and helpful . He’s a credit to the imagine team ⭐

Very good customer service. Aoibhin explained everything in a clear manner.

Spoke to George in sales; very knowledgeable and helpful. Guided me through the move to fibre process in plain English. Perfect.

I had misgivings speaking to the tech person but the Sales person (George) was terrific and sorted everything out in minutes!

Got talking to an actual human not press button 1 for .....which I totally hate . A company that cannot employ someone to talk to over the phone is not worth dealing with . Everything explained very well and and pleased with the price.

As I contacted Imagine a few weeks ago as I'm with them for good few year's I was renewing my contract and was talking to Molly who so helpful. I switched to Fibre and Molly talked me through it, wasn't waiting long before I was contacted that the Engineer will be out to install your Fibre. It was installed yesterday and I have to say he was very friendly went through the installation process with me. Their was no issue with it and from start to finish the process was done professionally. I highly recommend Imagine..

I can't comment on the product yet as it's not installed but the initial set up was made pleasant and easy by George.

I connected with George today at Imagine. He was very pleasant to speak with, clearly presented all information and answered all my questions competently. He gave me time to think over all the information and kindly called me back. Easy process to get our new internet set up started!

Your person Aoibhin explained the complex changes to moving from my current and seemingly almost outdated system to the new one so well and so detailed, yet in laypersons language (even for an old journalist like me that it was understandable! Thanks Tom Gilmore

Im in South Dublin, and Ive had a great experience with Imagine getting my Fibre Broadband installed. There were a couple of problems with cabling that seemed insurmountable, involving neighbours, poles, cables and I thought we would have to go to a different provider, but they absolutely refused to give up and sorted out cabling and the installation for me. They have been available at all times to answer questions and aways met their dates when work was to be done, as it required sub contractors. The sub Cs were also dependable and diligent. My Broadband works fantastically now, so top marks to Imagine. My previous provider had the poorest customer service but Imagine laid any doubts that they might be similar to rest, with their handling of our installation and excellent communication all the way through. 100% recommended.

George was clear and very helpful with instructions.

Good service provided compared with previous suppliers I have death with. Thanks to Aoibhín on customer service team

Absolute joke of a company, contacted them last September to cancel a contract, been receiving bills on and off since and received a legal action notice recently, for an account we no longer have. Contacted them today to get an update and was told i can see there is a case opened for the cancellation it must be a system issue. Since 2025? might be time to invest in a new system! AVOID

I have been a customer for a long time and now I had to switch to a new service. The experience was straightforward and fun!

George was absolutely fantastic. Thank you for all of your help!

I had a frustrating experience with the Imagine sales team, though I want to be fair and say the service team were genuinely excellent.

When I spoke to sales, I explained that I had no 4G or 5G mobile signal in my area. The rep told me Imagine would provide a satellite connection with very high speeds. I took them at their word. It was only when I spoke to the service team afterwards that I found out Imagine doesn't offer satellite broadband at all — what they actually provide is a 5G fixed wireless service, which is completely different. The sales team sold me something that doesn't exist in their product range.

On top of that, I was promised installation within a few days — I rang on a Monday/Tuesday and was told it would be done by Friday. It ended up being pushed back by a full week, which was really stressful as I needed the connection urgently.

The service team, to their credit, were brilliant throughout. They were honest, clear, responsive, and patient — they corrected the misinformation, explained how the service actually works, and handled everything promptly. Fair play to them.

I very rarely leave a low review on Trustpilot or Google, but it was a genuinely difficult experience. The service side of this company is clearly great.