Vid Patel was really good at explaining what connect fibre could offer as well as showing the alternative to BT which i consider was becoming to expensive many thanks to Vid and the team.

I signed up with Connect Fibre this morning and after speaking with Faye she has reassured me I will hear back by Monday the latest with hopes to bring my Installation date forward.

Cant thank Faye enough for her prompt reply and reassuring me during a very stressful time.

Excellent customer service

The contact made by Paul Long following my query was by phone not email and was honest and straight to the point - you have no current plans to install fibre in my postcode area. Not the answer I wanted which contradicts what was said at one of your "roadshow" events earlier this year that you were aiming for work here towards the end of this year; hence the 4 stars not 5. Paul also assured me that when the situation changes I would be contacted again. He also gave me advice on my options in the, hopefully, short term now that I am out of contract with BT and looking for better alternatives. Despite the disappointment the overall experience was helpful and appreciated.

Very efficient set up, the guy who installed our line was pleasant and answered all our questions, system was adequate for our needs not needed to call Connect Fibre but sometimes loses internet connection which freezes our sky television the odd occasion all in all very happy 😊

Had problems with a new router,spoke to Matt who went above and beyond helping me connect it,emailed me and rang me back when I could not sort it and got me up and running,excellent service

Jason was honest and helpful with the information I requested and details of the switch. Good connection is your promise and no increase within the contract.

Amazing customer service 👏 👌

Great first visit by Vid Patel, who explained all aspects clearly and in a friendly manner.
The installation engineer was on time, and did a first rate job , friendly guy and left area clean and tidy. Highly recommended

Simple ordering process. Excellent communication. On the day of install engineer called ahead and listen to where we wanted the install. 60 minutes after arrival up amd running. Twice as fast and half the price of previous isp

Had a minor account query which Matt resolved quickly. Really positive phone calls which build trust in the service. Well done

Jason was extremely helpful, friendly and informative - he answered all my questions and did all the admin for me.

Jason was brilliant. He explained everything and told me about the different options. He made everything easy and straightforward.

One star is really pushing the limit of how I feel about this situation currently.
I signed up with the company on the 18th July, after advising that I needed the connection sooner rather than later due to university starting and also running a business from home. The area in which I live is very remote and impossible to get any 4G phone signal to access my accounting software from home. I was told at the time of sign up that the infrastructure was already in place and it would be a straight forward install. The initial date was three weeks from sign up but was told this would be passed onto the team and requested an earlier date. After some complications, a lot of chasing and an area manager coming out to the village who advised that once landlord paperwork was signed it would be 3-5 days for installation, I stayed patient and kept chasing the landlord and connect fibre to get the paperwork signed. This was on the 28th August when the paperwork was finally signed, I then followed the confirmation email with a phone call to connect fibre to request a new install date- which was 2.5 weeks later, certainly not the 3-5 days I was advised by the area manager in the village!
However, I was told someone would call me back that day to advise if this could be brought forward, a call I never received!
I called the previous week Monday, Tuesday, Wednesday and Thursday- again with a promise someone would call back and resolve the issues, and again the following week Tuesday and Friday with again promise to call back however again a phone call I didn’t receive.
Friday 4th September, I called requesting an update to be told that it was delayed due to paperwork issues even though the paperwork had already been signed and completed 2 weeks previously. Then another email to say that the civils team would be out that day with no notice, I requested that I was there when they arrived, told them I would be home for half 2 latest. They arrived at 1pm, spoke to a neighbour, had the information entirely wrong from what was originally discussed and where the work would need to be and was confused when the neighbour advised that the install was Wednesday 9th September. I phoned Connect fibre again once I was home to request an answer, advised that someone would call me back again that day and again it was a phone call I never received. I have put on a formal complaint to the customer service team, I have rang multiple times to try and get answers on this, I’ve been patient and fair with all the requests, I’ve asked to speak to management but was denied access to them. The entire thing has left me struggling alone, with no internet at all, no phone signal, unable to prepare for university continuing in September and unable to send invoices to my clients in order to get paid!
All I have received is the customer service team, install team and beyond unable to give me the answers I needed in regards to my install and falsely selling me Internet with the ideal that if I book a certain installation date then they will be able to bring it forward.

A very unhappy, nearly customer!

One afternoon Connect Fibre pulled the cable underground to my door, carefully relaying some block paving. A few days later my broadband/ wifi was set up and tested on my devices.
Efficient and effective set up and works great.

Whenever I check the speed it is either on point or above.

Paul was extremely helpful, very professional and knowledgeable when helping choose the right package for me. Excellent service!

The installation was fantastic, and the broadband connection itself has been flawless. Unfortunately, my experience with Connect Fibre’s handling of our house move has been far less positive.

We moved house in June and followed the house move process through their customer services team. However, for some reason, our old account at our previous address was never cancelled. As a result, we were charged for two line rentals for the following three months.

I accept that I didn’t notice the issue immediately and only became aware when a larger payment left my account in September. However, Connect Fibre also failed to identify the duplicate billing, despite continuing to take payments for an account that should have been closed.

In total, I was overcharged by £180. I was told the issue had now been resolved and that I had been fully refunded, but this was incorrect — I have only received £120, leaving me still £60 out of pocket.

What is particularly disappointing is the handling of the complaint. Given that Connect Fibre held my money for three months due to an error on their part, I believe some consideration should have been given to compensation or at least a gesture of goodwill. Instead, I was simply told that no compensation would be considered.

It’s a real shame because the installation and broadband service have been excellent. However, Connect Fibre’s administration and complaint handling leave a lot to be desired. A good product is only part of the customer experience. How a company deals with problems when they arise matters just as much and shows you how much you mean to them as a customer.

Five Star Experience with Connect Fibre in connection with ordering their high speed Broadband package. Interaction with their Telesales Executive, Paul Long, was excellent throughout. He provided a highly efficient, personable and knowledgable point of contact during the whole process from initial enquiry and quotation to placing the final order and arranging installation. Great Customer Service. Would fully recommend.

Professionally installed on the agreed day. All working as expected. Thank you to your team.