DigitalFibre Reviews 

Terrible terrible service.

Digital Fibre has transferred my elderly MIL from premier talk, ever since then it’s been downhill. I suspect they’ve miss sold a package to her (price went from £30 to £90!), request the call to be sent to me through DSAR however ally is ignoring all communication. She’s now been double charged for both premier talk and digital fibre for two months running, again promised a call from Ally to no success, it seems as though she’s purposely ignoring us. Requested a deadlock letter so we can go to the regulator, ignored again. Absolute cowboy outfit. Over 15 calls across 4 months and they still can’t sort it out.

Although Mae herself was extremely friendly, professional and courteous, I am frustrated to note that I have now had to contact Premier Talk on four separate occasions to request (a) my final invoice and (b) a prepaid envelope for the return of the broadband router, neither of which have yet been received

Mae dealt with my request by professionally and very patient

Keystone Cops spring to mind. It is impossible to get through on the phone. There is ALWAYS a higher than normal level of calls. They are very slow to reply to emails. Two and a half weeks later and I am still without a landline because they failed to provide equipment that links up. On the positive side their router is good. Now they have compromised my email address by failing to use bcc in a mailing to dozens of people.

Ruby delta with my concern with professionalism and in a polite manner, resulting in a satisfactory outcome.

terrible terrible company, avoid like the plague! They dont answer the phone, dont respond to emails. They dont have a clue what theyre doing. If i could give them a minus rating i would. Theyve caused me lots of stress since november and god knows how much business ive lost because of them.

Follow up - finally spoke to Someone today - confirmed that cancellation is now complete. Thank you to Ruby and Belle for all your help and work in this matter.

Agreed to a business broadband contract. Due to personal circumstances I decided to cancel whilst in my 14 day cooling off period. This was done on the phone via the support number, and confirmed in writing via email. I have consistently been fobbed off, ignored and not called back regarding this matter, whilst receiving messages from my current provider and digital fibre stating the switch is still going ahead. I have now submitted a formal complaint to digital fibre - surprise surprise, no reply to this, let alone confirmation the contract is cancelled, although customer services said it was an easy thing to do at the time as I was in my cooling off period.
I really hope someone does the right thing and looks into this further for me after this review - I’m a patient person and really don’t need this stress. So far 0 out of 5.

I recently joined digital fibre and although i was hesitant to begin with, after receiving great service with better connection and great customer service especially sophie who has kept in contact all the way through, keeping most professional with responding to any question and concern i had, as she takes her time which is nice as she is most knowledgable and also a very nice young lady to talk to, so thank you digital fibre!

I received a cold call from a sales representative who asked about our current bill and claimed they could reduce it by £15 per month while significantly improving our WiFi speed. Based on that, I verbally agreed, with the clear understanding that I would receive the contract details electronically to review during the cooling-off period.
And... The wifi speed is terrible!!
postcode - UB2 5EA

I was told I would receive a follow-up call to go through the contract. I did receive a call at an inconvenient time while I was already on another call, so I rescheduled for a couple of days later—but that call never came.

On 19/03, I received a letter dated 06/03 outlining the contract, and it was completely different from what had been discussed. Instead of saving money, the contract reflected the same monthly cost as our current deal, plus a significant connection fee.

I contacted the company to raise this issue. After waiting 32 minutes and 40 seconds on hold, I opted for a callback, which didn’t arrive until two hours later. I explained that we wanted to cancel, as we were no longer comfortable with how the company operates. I was then told we were already past the cooling-off period—even though I had not received or reviewed any paperwork beforehand. Without explanation, I was transferred to another representative.

The second representative was dismissive and unhelpful. I was told the only way to leave was to pay an early termination fee. When I pointed out that the contract did not reflect what was verbally agreed, I was abruptly told they could simply adjust the account and apply the £15 discount—something they did instantly.

This raised even more concerns. If the agreement can be changed so easily after the fact, it calls into question the legitimacy of the entire process.

I am extremely uncomfortable with:

The misleading and high-pressure sales approach

The lack of proper documentation during the cooling-off period

The poor customer service and difficulty in resolving issues

Despite clearly stating these concerns, they were dismissed. I now feel pressured into a 36-month contract with a company I do not trust. This has been a very stressful experience, and I would strongly advise others to be cautious.

Unfortunately my health hasn't been too good lately and I have overlooked one or two things. One of these being my direct debit for my broadband. So a convenient phone call later, from Ally in Accounts and I was back, up and running. All of my details were on record, so a press of a button and all was taken care of. Ally also informed me that she was calling to set this back up, so I didn't incur any charges for late payment. Thank you. Absolutely first class service (as per usual I might add!), everything taken care of without me worrying about it, and providing a gentle pillow to cushion what has become in this day and age, a necessary expense. Bills are an everyday burden, but Digital Fibre makes sure that it's done painlessly and professionally. With people like Ally working there, service can only get better, if that were possible.

Chloe was very helpful and spent time with my query to sort things out for me.so hopefully everything will be done now

Ally was courteous, helpful, and polite, and she helped me with my query.

Thanks

Telephone fixed but still had to pay another company for Internet as digital fibre internet not fit for purpose. Been billed another £155 for 1 month service when originally told it would be £44.99 a month.
Now I feel I have to go to the ombudsman to sort this situation out.

After leaving a positive review for digitalfibre because they promised to sort all the issues I was having, I would now retract that as they are still overcharging us and the internet drops off all the time and the tech I spoke to today tells me the speed we are getting isn’t what we should be getting. You would think after raising my second complaint to the company they would contact me straight away, instead this is day 4 and nobody has contacted me.
Keep away from this company

The DigitalFibre Advisor Ruby called me back,after I queried new charges regarding my 'Phone/Broadband Service. She very carefully and meticulously explained the reason for these charges,and that "Open Reach"were the instigators,not DF,which I have accepted(reluctantly!).
Ruby also kindly looked at ways to alleviate my Invoice costs generally,and I appreciate her overall actions in this matter.

Bella was very polite and patient with me she took her time and explained what I needed to do.
I felt very relieved and happy the way she handed. Thank you

I have been trying to get a response from customer services, it seems that whenever I ring, they are always busy. I have phoned at 5 minutes after opening time, and get the same response. I think that people must be sitting up all night, waiting to talk to someone, it’s either that, or they have only got 1 phone. I would not recommend this service to anyone. I have returned back to my previous provider, and am awaiting a new connection. I hope that the person who runs this company , reads my comments. Because they are not doing themselves any credit.

Absolutely rubbish company do not go with them they pick on the vunerable don’t answer the phone and don’t know what they are talking about . They try to take money when it’s not due they should be shut down

I have been having a problem with the accounts dept. as they were charging me when we were no longer using their services. Today I got a phone call from Belle who quickly sorted it all out for me. A very pleasant and helpful young lady.

It was nearly a ZERO ,I was so unhappy with all the things wrong with the phone and the service BUT …
All saved by RYAN !!!
An excellent hard working individual that with his persistants and patients fix all of it
Thank you so much RYAN from the tech people 👏