PŸUR Reviews 16,232

Customer service is horrible. They lie constantly, and keep sending you to other phone numbers that later dont even respond.

Very bad internet provider; basically no real customer service. I was with them for about 2 years and 8 months. At first, the price was low, so I decided to give it a try. But after a few months, the connection became unstable with constant disconnections. Emails went unanswered, and calling customer service was a nightmare.

They sent technicians twice, but nothing changed. I even moved to a new apartment, and the same problems continued. In total, I changed the router three times; still no improvement.

Three weeks ago, I had no internet for the entire weekend; and of course, no one answers at customer service during weekends. On Monday, they denied that there was any issue. The following Monday, the same thing happened again: total disconnection. This time, their phone line played an automatic message and then hung up! Later, they announced it was a “regional outage”; but clearly only for them, because my neighbour (with a different provider) had perfect internet the whole time.

When I tried to terminate the contract, they “upgraded” me to a higher speed plan (which didn’t help at all) and kept rejecting my cancellation requests. They demanded I submit their own speed test from their website; which doesn’t work and always shows an error. They refuse to accept any other proof, even though I pay for 500 Mbps and rarely get more than 300 Mbps over LAN.

Luckily, my contract ends at the end of this year; finally the end of the suffering.

This is like a fraud. Technicians came to my home and forced to instal a plug telling it is mandatory.

Since I can't manage to contact the customer service to remove the plug.

Very fast and simple online order service.

I’ve been with PYUR since February this year. I switched because the offer was slightly cheaper than my previous provider, and the representative who came to my door seemed friendly and approachable. Unfortunately, ever since then, the internet connection has been very inconsistent. The speed constantly fluctuates, and the connection often drops completely.

I’m an average user. I don’t download large files or upload anything beyond social media, yet it’s often impossible to even watch a movie without interruptions. It’s extremely frustrating to pay for a service that doesn’t provide stable access.

At this point, I would not recommend PYUR to others, and I plan to leave the contract as soon as the mandatory one-year period ends.

The company has made this internet so easy to connect and use the day they said it will be activated it surely did without delay and the speed is so good too.I will recommend it to anyone and it's affordable too

Horrible customer service. No one is helping. Also, the hotline voice commands are awful. They don’t understand and drop my call. Torture

The customer service at this company is unfortunately at an absurdly low level. While it's understandable that English support may be limited in a German company, the overall communication - whether by email or phone - is consistently frustrating and ineffective.
There appears to be no internal coordination whatsoever. After being informed via email that an error related to the termination of my contract had been corrected, I continued to receive letters claiming I still owed money - including charges for months after my contract had already ended and I had moved abroad. I had provided proof of my relocation and returned all hardware, yet the incorrect charges and miscommunication persisted.
This ongoing lack of clarity and follow-through has made dealing with this company needlessly complicated and time-consuming. I would strongly advise others to be cautious and document every interaction, as resolving even simple issues can become an ordeal.

Still does not have any internet connection

I have been using this internet service for three years and I haven’t had any issues. Very reliable.

Since July 15, 2025, I have had no internet access. Despite numerous calls to the hotline, replacing my modem, and even changing my contract, the problem has still not been resolved to this day. Every time, I have only been asked to be patient, without any concrete solution or progress.

This lack of professionalism and responsibility is absolutely disappointing. If a provider is unable to fulfill its contractual obligations, they should at least terminate the contract without any conditions.

I cannot recommend Pure Internet under any circumstances.

Disaster. Where to start...
Our building in Maxstrasse Berlin was basically forced to change to Pyur after they installed fiberoptic internet into our house. We were given plenty of notice in advance.
unfortunately when the technicians came to install the cable into the building they made an absolute mess of the works for multiple tenants. In my case, the worker drilled three huge holes into the wall above my apartment door to fit one small fiberoptic cable. They did eventually fix this weeks later.

Then on the 30th July we were meant to change over to Pyur from Vodafone - the internet didn't work. I called customer service and they arranged for technicians to call out (a few days later...). The technician didn't arrive at the scheduled time and gave no notice, after a few calls back and forth they said he wouldn't come at all. Agreed on appointment the next day, and again they missed the appointment. After pressure they called out later that day only for the issue not to be fixed.

After 9 days without internet and no communication from the company I eventually managed to get customer service to send a technician, only for them to tell us the issue was with the installation of the cable from the street into the building and that 5 other buildings were without internet access as well.

It's now been 12 days with no internet and no proactive communication or updates from Pyur.

I just called their customer service reps and she hung up on me at least 3 times until I eventually got her to stay on the phone and agree to at least notify us in advance if any technicians are going to call out so I can arrange to work from home. No timeline on when it will be fixed. Better communication on the issue would really have helped with all this.

The difference in customer service between Vodafone and Pyur here is unbelievable, I'd rather pay the extra and not have any hassle with my internet provider.

Update as of 19th August:
Still no Internet. Workers sent out to my apartment with no knowledge if underlying issue with cable into the house is fixed or not (it's not). No communication from Pyur on issue.

The service gets disconnected almost every day and at random times. Sometimes for some minutes and sometimes longer. I can’t wait for the contract time to be over and be done with this unreliable internet service. Never again!

I signed up for a new internet contract in Berlin, Germany and it has not been connected. The online status-check says it is ready to use, but the setup wizard and troubleshooting assistant are not working. I have followed all online guides, but have had no success and really just need a technician to come.

I have called customer support 10 times over the past 2 days, received conflicting instructions from different people, been forwarded to the technical department a few times but always hung up on in the waiting room. I was told 4 separate times that someone would call me right back, but no one ever did. I have sent the issue to the customer service email and also through the PYUR service portal/app, but received no response in days.

Worst Internet Provider i ever came across
After 2 Months with no Internet and the Technician that came 3 times just shook his head and kept saying we should go back to our prior internet provider... An absolute shit show with even worst customer support I can highly recommend to not fall for their cheap options and rather pay a bit more for working services

I subscribed to Pyur as it is the only gigabit internet I can get at my current address.

It used to run at 1Gigabit consistently. But now it runs at 750Mbit or less. Pyur deny there is an issue and I went through so many iterations of engineers and support requests that for now I gave up trying to get them to fix it. I suspect they know they have too much contention on the connection.

But now I have not had internet AT ALL for 6 days, they said it would be back today but it isn't and now there is no date set for when it will return and no one at Pyur can tell me. On the website I cannot use the contact form in relation to this issue, I have to submit a request to a different department. I phoned the help line and the nice lady was as frustrated as I am with Pyur's setup - and she works there.

IF you don't mind a gradually declining service, with an awful support system on their website, where the ISP isn't bothered if you lose connection for a week, then Pyur is for you.

I, on the otherhand, will be very pleased when other gigabit providers service my area.

UPDATE 1: I finally got a response to a message I sent via Facebook (like it's 2010) and all they would say is it's not going to be up for a further 2 days. 8 Days no internet, seemingly no rush to sort it. Absolutely shoddy, limp, sorely lacking communications from a [checks notes] communications company.

UPDATE 2: At the time of Luke's response below, my internet still isn't working. It's still not possible to raise a ticket on their website directly related to this issue, or send an email in response to their customer services email, even ringing the support line you're told essentially they're aware of the issue so is there anything else you want to ask?

Luke, if you ever read this, I do appreciate your response but we both know it's corporate speak and the reality is quite different. I still don't know why my internet has been down for over a week, when it will be back and how much compensation I am entitled to and no amount of pyur website usage or support phoning is going to resolve that. Because I've done all those things Luke and yet here we are.

UPDATE 3: It's the 13th June - it was supposed to be back today. But now it's postponed again to the 20th.

Luke, I took your advice and rang support for a chat. Again I couldn't connect to the technical team due to this being a problem that Pyur apparently can't give any more info on. So I went through to the services team and asked them to put me through to an English speaking technical contact, they said they would, but when I was connected they wouldn't speak English so it was difficult to understand what was going on.

If you're considering going with Pyur have a read around on their Facebook page and other review sites. Lots of similar experiences to this.

I made a new contract and they send me a pyur router, the wifi password and name resets every 1-2 weeks and expose my network to everyone with no password(not even the default one it came with). therefore I do not recommend them to any one because they might cause you big problem later. imagine someone use your internet to download copyrighted content and you are the one who should pay because of some unknown issue which they can not fix it for months and my password keep reseting and anyone can have access to my local network where my personal data are stored on a NAS. this is unbelievable how irresponsible they are. update on 03/09/2025 at midnight, before going to bed wifi disconnected and when I scan the network I see my wifi with no password, security does not mean anything to this company, I must sue them for what they do to people private data on their local network. DO NOT PURCHASE ANYTHING WITH THEIR USELESS ROUTER, ITS NOT SAFE, update 05/09/2025 they called me and customer agent support rudely hangedup the phone without solving anything, I was just explaining and asked did you find a solution and the support told me we will send you an email which never arrived and hanged up the phone while I was talking, this is customer insult not service

Dysfunctional af
Just the worst