Fresh fibre a great company to deal with. I recently had a problem with the download speed. Contacted customer support and they could not be more helpfull, did all the checks they could guided me thro... Toon meer
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Lees wat reviewers zeggen
We had big problem getting iPlayer on TV because not enough signal. Guy at Fresh Fibre spent ages talking me through what to do to upgrade the router. He was so patient and understanding. Working well... Toon meer
I was very fortunate to speak with Cadr again - what a patient gentleman he is. He could tell that I am not computer savvy and was very clear helping me set the new router up. What an asset - this cha... Toon meer
Customer service non existent. Reported outage no one has got back to me all day. It's the weekend now so will be without internet until at least Monday . If there's a problem somewhere then please ha... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Over Fresh Fibre
Geschreven door het bedrijf
Fresh Fibre - Superfast Broadband
At Fresh we are dedicated to full fibre & full fibre only. The best of the best!
Our ultra-reliable network allows for downtimes of less than 0.01%
All of our broadband gurus are UK based industry experts, working at hours that suit you, making sure you never miss out on making the most of your broadband.
Our state of the art routers come as standard with no subscription needed. When paired with Fresh range extenders, they will give you a total home WiFi mesh system. No more deadspots!
Our packages are designed to stretch what you can get out of us, not what we can get out of you.
Including no ‘in contract’ price rises. Ever!
Isn’t that refreshing?
At Fresh we are dedicated to full fibre & full fibre only. The best of the best!
Our ultra-reliable network allows for downtimes of less than 0.01%
All of our broadband gurus are UK based industry experts, working at hours that suit you, making sure you never miss out on making the most of your broadband.
Our state of the art routers come as standard with no subscription needed. When paired with Fresh range extenders, they will give you a total home WiFi mesh system. No more deadspots!
Our packages are designed to stretch what you can get out of us, not what we can get out of you.
Including no ‘in contract’ price rises. Ever!
Isn’t that refreshing?
Contactgegevens
2nd Floor, 3-5 St Pauls Square, B3 1QU, Birmingham, B3 1QU, Verenigd Koninkrijk
- 0121 732 9490
- hello@freshfibre.co.uk
- freshfibre.co.uk
4,4
Uitstekend
425 reviews
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Faultless
The canvaser who knocked our door was polite knowledgeable .couldn't fault him and perfect timming as our current provider is awful
13 mei 2024
Antwoord van Fresh Fibre
Hi Stephen,
Thank you for sharing your feedback on your recent interaction with our team. We're so glad to hear that their politeness and knowledge stood out and came at just the right time as you consider switching providers. At Fresh Fibre, we aim to make every customer interaction both informative and enjoyable, and it sounds like we hit the mark!
We're here to ensure a smooth transition should you decide to make the switch, and we look forward to providing you with the exceptional service our team is known for.
Thank you once again for choosing us!
Disrespectful, old fashioned
Currently in our area. Rang doorbell, even though we have a polite sign on door requesting not to !!!. No greeting, just....' Did you get our letter'. Really, do you expect me to talk to someone who disrespected my privacy?. Not even a 'Sorry To bother you, I'm from .....This is a very old fashioned way of try to gain business.
7 mei 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Mr. Statham,
Thank you for taking the time to share your experience with our door-to-door team. We sincerely apologise for the discomfort and dissatisfaction caused by our representative's visit, especially in light of your specific request not to ring the doorbell. This is certainly not the standard of conduct we aim to uphold, and we regret any disrespect to your privacy.
We appreciate your candid feedback as it is crucial for us to improve our approach. We are reviewing our training and operational procedures to ensure our teams are more mindful and respectful of residents' preferences in the future. Additionally, we will address this specific incident internally to prevent such occurrences.
Thank you once again for bringing this to our attention. We value your feedback and are committed to making the necessary improvements.
Polite,clear to understand on had sales…
Polite,clear to understand on had sales pitch so far so see what the install and connection is like soon
8 mei 2024
Antwoord van Fresh Fibre
Hi Nathan,
Thank you for taking the time to share your initial impressions with us. We're thrilled to hear that our team was able to communicate clearly and courteously during your sales consultation. We're just as excited as you are to see how smoothly your installation and connection process goes!
We're committed to ensuring that your upcoming installation meets the high standards you expect from us. Please don't hesitate to reach out if you have any questions or additional feedback as you move forward with our service.
Looking forward to getting you connected and hearing more about your experience!
Bag of s**t
Bag of s**t! Don’t bother - signed up 6 six weeks ago, had the install on 22nd May and still waiting for the router to be delivered. Rang four times chasing a delivery date and told the next day everytime and still no router. Liars and they won’t cancel our contract.
Worst decision we made
7 mei 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Tracey,
Thank you for bringing this issue to our attention, and we sincerely apologise for the frustrating experience you've encountered with the delivery of your router and the service thus far. We understand how disappointing this situation must be.
To resolve this matter swiftly and ensure we address your concerns properly, we kindly ask you to provide us with some additional contact details. It seems we are having difficulty locating your records in our system with the information currently available.
Please reply to this message with your full name, address, and any other account details you can provide. This will help us to expedite our investigation and find a resolution as quickly as possible.
We are committed to correcting this situation and providing you with the service you expected when you signed up.
Thank you for your cooperation, and we look forward to resolving this promptly.
I think I was miss sold as I have no…
I think I was miss sold as I have no internet I have called your helpline twice and both times no one has came back to me they just tell you what you want to hear so you go away you have taken payment before you have connected my internet
So as no one can tell me why I haven’t got connected and why you are taking money from me when you have not provided me with a service and left me high and dry
10 april 2024
Antwoord van Fresh Fibre
Hi Steven,
Thank you for sharing your concerns, and we sincerely apologise for the difficulties you experienced with the setup of your internet service. It appears there was a misunderstanding regarding the installation and the delivery of your router, which led to significant inconvenience for you.
Our records show that there was no confirmation of a successful installation from the network, which unfortunately resulted in the router not being dispatched as planned. Despite our intentions to expedite the router to you via special delivery, this action was regrettably not completed.
We understand that you have chosen to cancel your service. Please be assured that any payments taken have been fully refunded, as our billing system had incorrectly assumed that the installation and router delivery were completed successfully.
We truly regret any frustration this has caused and are taking steps to prevent such issues from happening in the future. If you have any further questions or if there’s anything more we can do to assist, please do not hesitate to reach out.
Antwoord van Fresh Fibre
Hi Gillian,
Thank you for sharing such warm feedback about your recent interaction with our team member. We're delighted to hear that you found him to be lovely, polite, well-spoken, and especially helpful. Our team strives to provide excellent service and make every interaction positive and productive, so it's wonderful to know that we're achieving this.
Your kind words are greatly appreciated and have been shared with the team to continue encouraging their dedication and hard work. If you have any further needs or questions, please don't hesitate to contact us. We're here to help!
Thank you for choosing us, and we look forward to continuing to serve you with the same level of care and excellence.
Very friendly but still waiting to hear…
Very friendly but still waiting to hear install was supposed to be Monday but they could not do it. I rang them today. Still can't give me an answer when it'll be installed. I have no internet now as still the other company I was
with turned it off today
3 mei 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi D Bukes,
Thank you for reaching out and sharing your experience. We're sorry to hear about the delay in your installation and the inconvenience of being without internet. We want to resolve this as quickly as possible for you.
It seems we are having difficulty locating your account in our system. Could you please provide us with your contact details or any additional information that might help us identify your order? This will enable us to expedite the resolution and update you on the installation schedule promptly.
We appreciate your patience and cooperation as we work to get this sorted for you.
the experience was a good one
the experience was a good one and they were informative and answer all my questions. They were very knowledgeable.
2 mei 2024
Antwoord van Fresh Fibre
Hi Sue,
Thank you so much for taking the time to share your experience. We're delighted to hear that it was a good one and that our team was able to provide you with informative answers and demonstrate their knowledge effectively.
Ensuring that our customers feel confident and well-informed is a priority for us, and it's great to know we've met your expectations. If you have any more questions or need further assistance in the future, please remember that we're just an email or call away.
Thank you again for choosing us, and we hope to continue providing you with excellent service.
Polite an knowledgable staff who were…
Polite an knowledgable staff who were polite and courteous without once sounding condescending.
2 mei 2024
Antwoord van Fresh Fibre
Hi Martin,
Thank you for taking the time to leave such a positive review. We're really pleased to hear that you found our staff to be polite, knowledgeable, and courteous. It's important to us that we provide information in a way that is respectful and easy to understand, and we're glad that our team communicated effectively without being condescending.
Feedback like yours is incredibly encouraging and motivates us to continue providing excellent service. If there's anything more we can do for you or any further information you require, please don't hesitate to reach out.
Thank you for choosing us, and we look forward to serving you again in the future.
Non existent customer service
Was supposed to receive installation today. Called to be informed that my account had been cancelled a week ago, without any correspondence.
Now I'm down a days holiday from work and without internet till I can get someone else in to install
1 mei 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Ellis,
Thank you for your feedback, and we sincerely apologise for the inconvenience you experienced with the cancellation of your installation. We understand the significant impact of taking a day off and the disappointment of not having the expected service installed.
The requirement for property owner permission necessitated a longer agreement process, which, regrettably, led to the cancellation of your account. We acknowledge that this should have been communicated more effectively, and we are actively working to improve our communication protocols to prevent such issues in the future.
We are committed to resolving these types of issues promptly and effectively. Although we were unable to proceed with your installation as planned, we are here to assist should there be any future opportunities to serve you or address any remaining concerns.
Thank you for your understanding and patience as we continue to enhance our customer service experience.
Speedy and polite
Speedy and polite, no pressure to sign up, simple communication of the facts.
30 april 2024
Antwoord van Fresh Fibre
Hi Sarah,
Thank you for your kind words about your recent interaction with our team. We're thrilled to hear that you found the service both speedy and polite, with straightforward communication and no pressure to commit. It's crucial to us that our customers feel comfortable and well-informed during every interaction.
Your feedback is invaluable as it helps us maintain the high standards we set for customer interactions. If you have any further questions or need additional information, please feel free to reach out. We're here to help in any way we can.
Thank you for considering us, and we hope to welcome you to the Fresh Fibre family soon!
Daniel was very easy to talk to and he…
Daniel was very easy to talk to and he knew his stuff.
30 april 2024
Antwoord van Fresh Fibre
Hi Mr. Hutchinson,
Thank you for sharing your positive experience with Daniel. We're delighted to hear that you found him easy to talk to and knowledgeable about our services. Daniel is a valued member of our team, and feedback like yours reinforces the training and expertise we emphasise with all our staff.
If you have any more questions or need further assistance, please don't hesitate to reach out. We're here to ensure that your experience continues to be excellent.
Thank you for choosing us, and we look forward to assisting you in the future.
Not got it installed
Will update after 2 months. Let's hope there as good as thay think
23 april 2024
Antwoord van Fresh Fibre
Hi there,
Thank you for sharing your anticipation for your upcoming installation with us. We are committed to living up to your expectations and are excited for you to experience the quality of service we strive to deliver.
Please rest assured, our team will do everything to ensure your installation process is smooth and that you enjoy the high standards we hold ourselves to. We look forward to your update in two months and are here for any questions you might have in the meantime.
Thank you for choosing us, and we hope to impress!
Not a great start
Ive signed up, had the installation and received my router and have no Internet at all. Money has been taken for a service I'm not receiving. My smart TV doesn't work without WiFi so I've been without that for 3 days and I'm using all my phones data. The customer service team are nice and polite but that is little consolation. Not a good start, so think twice. Update they've sorted out the problem and it seems to be going ok. Mayby they just need to have engineer's working weekends as well.
29 april 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Christopher,
Thank you for updating your review and sharing your experience with us. We sincerely apologise for the initial issues you encountered with your internet service after installation. We understand how disruptive this can be, especially when it affects your daily life and usage of essential devices like your smart TV.
We are glad to hear that the issue has been resolved, and we appreciate your suggestion about having engineers available on weekends. This is certainly something we will consider to improve our service availability and responsiveness.
Our goal is to provide reliable and effective service to all our customers, and feedback like yours is invaluable as it helps us identify areas where we can do better. Please rest assured that we are continuously working on improving our processes and customer service to prevent such issues from happening in the future.
Thank you for your patience and understanding throughout this situation. If you experience any other issues or have further suggestions, please do not hesitate to reach out. We are here to help and ensure your satisfaction with our services.
Fantastic knowledgeable polite
Extremely professional friendly gentlemen, thoroughly explained everything. Identification provided, any questions answered.
27 april 2024
Antwoord van Fresh Fibre
Hi Heather,
Thank you for your wonderful review! We’re thrilled to hear that our team members were not only professional and friendly but also knowledgeable and thorough in their explanations. Providing clear identification and addressing all your questions is part of our commitment to ensuring you feel confident and well-informed about our services.
Your feedback is incredibly valuable to us, and we're glad to have met your expectations. We aim to continue delivering this level of service and support.
Thank you for choosing us, and if you have any more questions or need further assistance, please don’t hesitate to reach out. We're here to help!
He was very polite
He was very polite, professional & made me feel at ease without any pressure.
27 april 2024
Antwoord van Fresh Fibre
Hi Mrs. Walker,
Thank you for taking the time to share your experience with us. We're delighted to hear that our representative was able to provide you with a polite, professional, and pressure-free service. Making you feel at ease is incredibly important to us, as we strive to ensure all our interactions are as comfortable and helpful as possible.
Your feedback is greatly appreciated, and it encourages us to continue providing excellent service. If you have any further needs or questions, please do not hesitate to reach out. We are here to assist you!
Thank you for choosing Fresh Fibre, and we look forward to serving you again.
First impressions of Fresh Fibre
I unfortunately this is a long read! I have had nothing but trouble from this company.
I signed up after speaking to a lovely agent and based on first impressions I thought it would be smooth sailing, how wrong was I!
First arrangement was for installation to be on Friday 18th April. The trouble started when I received a message on the 17th April saying an engineer would visit on the 22nd April, during the period of sign up and waiting for the engineer I cancelled my current provider contract in time for fresh fibre installation. I contacted fresh fibre to be on hold first in the q for 1hr 10 mins to question why my installation date had changed. Finally got in touch with someone for them to say they they will check and then hung on me! After a heated conversation I was informed it was a mistake their end and the engineer would be out on 22nd April! Low and behold this didn’t happen and when I contacted again I was told nothing had been booked in, and the next available date was Saturday 27th April, all the while we have had no internet at home! They promised to send my router out early so it was delivered before the engineer arrives to prevent any delay with connection once the engineer has been.. Saturday 27th arrives, appointment booked for engineer visit between 8-1pm… guess what… NO ENGINEER turned up!! I am done with this company. I have reverted back to my old provider and actually got a better deal! Avoid this company if you want a smooth transition! Direct debit is cancelled and a complaint will be getting raised and they can go jump if they think they are telling me I am past my 14 day cooling off period, all these problems is down to their incompetence! Apologies for the long rant, but all the above is true and will be filed on their notes and conversations recorded with me! Word of advice if you want to build loyalty with customers make your first impressions the best they can be- because all this feels like a con!
27 april 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Miss Allison Greenland,
First and foremost, we are truly sorry to read about the series of unfortunate events you have experienced with us. We can only imagine how frustrating this situation must have been for you, and we deeply regret the inconvenience and disappointment caused.
It is important for us to explain that the issues you encountered with the scheduling and missed appointments were due to unforeseen circumstances with our network partners. While this is not an excuse, we want to assure you that it is not typical of our standard of service. We take full responsibility for the communication breakdown and the overall handling of your installation process.
We are currently reviewing our coordination processes with our network partners to ensure that this kind of issue does not happen again to any of our customers. Your experience has highlighted critical areas for improvement in our operations and customer communication.
Despite the difficulties you’ve faced, we would appreciate the opportunity to make things right. If there’s anything we can do to assist you further or if you are willing to reconsider your decision, we are ready to ensure that your installation and service start without any further issues.
Again, we are extremely sorry for everything that has happened and hope to have the opportunity to regain your trust.
Thank you for your candid feedback, which is invaluable in helping us improve.
Waste of time!
We signed up for Fresh Fibre via a door to door employee and were given a date for installation. We were informed at least 3 times that we would be fined £50 if we were not in on the day in question. We stayed in all day but no one turned up. We rang and they said someone had been out to check and because there were electric cables overhead, we couldn't have Fresh Fibre. No e mail to inform us of this! No £50 given to us for not turning up! Why sign us up when they couldn't fulfil???
25 april 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Jane,
Thank you for taking the time to provide feedback on your recent experience with Fresh Fibre. We sincerely apologise for the inconvenience and frustration caused by the missed installation appointment and the lack of communication you experienced.
After reviewing your situation, it appears that the installation issue stemmed from restrictions related to overhead electric cables, identified by our network provider during their preliminary checks. Unfortunately, this critical information was not relayed to you in a timely manner, which should have been handled much differently.
We understand the importance of clear and timely communication, and we regret that we fell short of these expectations in your case. While we rely on our network providers to determine service feasibility, we acknowledge that the coordination of this information to our customers is our responsibility.
Once again, we apologise for the inconvenience and disappointment this has caused. We are taking your feedback seriously and making necessary changes to prevent this from happening in the future.
Thank you for your patience and understanding.
The representative that came to my door…
The representative that came to my door was very professional and polite. He was enthusiastic about the company and talked me through everything thoroughly.
24 april 2024
Antwoord van Fresh Fibre
Hi Chloe,
Thank you for taking the time to leave a review. We're delighted to hear that our representative left a positive impression on you during their visit and we look forward to meeting the same standards set by our representative.
Welcome to Fresh Fibre.
The people who come to your well Tom…
The people who come to your well Tom was awesome n Told me if I needed to know
24 april 2024
Antwoord van Fresh Fibre
Hi Sarah,
Thank you so much for taking the time to share your positive experience with Tom! We're thrilled to hear that he was able to provide you with the support and information you needed in such an awesome manner.
At Fresh Fibre, we are committed to ensuring that all our customers receive helpful and professional service, and it's great to know that Tom lived up to these expectations.
If you have any more questions or need further assistance, please don't hesitate to reach out. We're here to help at any time!
Thank you for choosing Fresh Fibre, and we look forward to continuing to serve you with excellence.
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