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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I thought I had contacted Fresh Fibre…
I thought I had contacted Fresh Fibre regarding the cancellation of my installation, turns out I hadn't, I'm currently experiencing a period of illness and it appears I hadn't cancelled it at all. I got a message saying my installation was going ahead for the 2nd of August and I panicked. I sent messages and rang and managed to get through to Abdi this morning. I explained my situation and unfortunately I was well out of the cooling off period, all calls and contact with Fresh Fibre are logged and I hadn't contacted them regarding cancellation, I'm not sure what I did cancel. I spoke to Abdi and he explained the cancellation fee and knocked off the installation and router. I explained my situation, that I was currently experiencing illness and that is why I didn't want the instillation and swap over as I felt it was too much disruption. We tried to work out an affordable cancellation repayment but in the end I suggested that I just pay for the service without the router and instillation etc, and I could have this done at a later date if required,this was agreed. Then Abdi rang me back and after a discussion with management they had decided that due to my current situation and not having the router or installing, even though it was my error, that they will wave the cancellation fee and cancel my contract. Thank you Abdi for sorting this out for me.
31 juli 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Dear Shirley,
Thank you for sharing your experience with us. We’re sorry to hear about the confusion and your recent illness. We understand how stressful this situation must have been for you.
We're glad to know that Abdi was able to assist you and that we could come to a resolution that eases your burden. Your well-being is important to us, and we're happy that we could waive the cancellation fee considering your circumstances.
If you need any further assistance or have any questions in the future, please don't hesitate to reach out. We wish you a speedy recovery and all the best.
Thank you for giving us the opportunity to make things right.
Update to my previous review
Update to my previous review, The internet has been consistently at the 475mbp/s download, 486mbp/s upload speeds with the 10ms ping and zero packet loss or jitter experienced, there have been a few minor dropouts from time to time, they are swiftly resolved by logging into the provided routers settings using the designated IP and password on back of router, this has been solved permanently now due to me assigning a custom DNS for ipv4 and ipv6 on the Router itself (i use CloudFlare dns fyi) now it is completely fixed, on another note regarding the router settings i advise people not to mess about with Firewall settings and i suggest they keep it on moderate (the middle one) because the low firewall is a security risk at best, fortunately the router's firewall is set to moderate at default, regarding UPnP (which is set to on by default, this is a bold choice to have on by default in my opinion) even though i feel like it is slightly less risky than dropping firewall to low, to get open NAT type, but people should choose to use Port Forwarding for any NAT related shenanigans, anyway just thought i would chime in again :)
30 juli 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Dear Harry,
Thank you for updating your review and sharing your detailed experience with our service. We’re delighted to hear that your internet speeds are consistently meeting your expectations and that you’ve successfully resolved the minor dropouts by configuring custom DNS settings. Your technical insights are greatly appreciated and will certainly be helpful to other users.
We understand the importance of security and are glad you found the default firewall settings appropriate. Your advice on using Port Forwarding for NAT-related issues is also valuable, and we appreciate you highlighting this.
If you have any further suggestions or need assistance, please don’t hesitate to reach out. We're always here to help and improve our services based on customer feedback.
Thank you for choosing Fresh Fibre and for your continued support.
Couldn't organise a blessing in a …
Couldn't organise a blessing in a church. Every aspect of your service went wrong. I called to find out where my router was and I was assured it would be with me the following day. I ended up cancelling my account with you as the router never ever showed. Guess what. I'm now being harassed to pay the bill for the service I never had. If you're going to run a business do us all, and yourselves a favour.... learn how to do it right.
15 juli 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Dear Antonia,
Thank you for your feedback. We apologise for the inconvenience you've experienced. It appears there was an issue with our supplier, which caused the delay in delivering your router.
Please be assured that our manager will call you shortly to explain the situation. We appreciate your patience and understanding as we work to rectify this matter.
Customer service non existent
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 have the courtesy to inform customers. Quick enough to take money monthly
27 juli 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Dear Dawn,
Thank you for your feedback and bringing this to our attention. We understand how frustrating it must have been to experience an outage without timely updates from us. We are committed to improving our communication and service.
We’re pleased to inform you that your connection is now back online. If you encounter any further issues or have any other concerns, please do not hesitate to reach out to us.
Thank you for your patience and understanding.
Disaster from start to finish
We were impressed with the salesmen and then downhill. Our router arrived one week late and had no internet for 4 days despite being told we were the ones who would switch it off. We wanted two phones. Two weeks later, and many phone calls, we got one. A week later the second arrived. It was clear this was faulty and never connected. The engineers didn't answer phone calls. Emails are never answered and FreshFibre answering the phone is very hit and miss; either quickly or not at all. We were renting the phones and then received a bill for them. The only person holding this company together is Tamba Blake who answers all queries, follows up actions and tries to mollify customers such as me with never ending patience. This company was set up with no infrastructure in place to ensure supply and satisfaction. The manager, John, is, again, doing his level best to appease customers with his Irish charm. Tamba deserves an accolade and substantial pay rise for his efforts.
4 juni 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Dear Mr and Mrs C Hulse,
Thank you for sharing your detailed feedback with us. We deeply regret the series of issues you have encountered with our service, from the delayed arrival of your router to the challenges with your phones and our customer support.
We are continuously working to improve our processes and your input is invaluable in helping us identify areas for improvement. We acknowledge the exceptional efforts of Tamba Blake and John, and appreciate your recognition of their hard work.
Your comments regarding our infrastructure and communication are taken seriously, and we are committed to making the necessary changes to enhance our service quality and customer satisfaction.
If there is anything further we can do to rectify your experience or if you have additional concerns, please reach out to us directly. We value your patience and are here to assist you.
I was given false information
I had a salesman come to my house and he spoke to my mum as I was at work and as I’m the account holder she passed on my details, I had a very in depth conversation with him over the phone and agreed to sign up there and then, I was told I would have my installation today and by the last appointment time nobody came to do the installation so I called the number I found online where I spoke to John, I explained my issues and he was more than happy to help, I explained my worries and John really helped to put my mind at ease, I was initially told that the company would be able to help me get out of my current contract which turned out to not be the case, I have since had to cancel due to not being able to get out of my current contract but the help I received from John has made me feel a lot better about a rubbish experience previously.
22 juli 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Dear Anderson,
Thank you for sharing your experience with us and for your kind words about John's assistance. We deeply regret the confusion and inconvenience you faced regarding your installation and the initial information provided.
We're committed to providing accurate information and excellent service, and we apologise for any distress this situation caused you. We're glad to hear that John's support helped to put your mind at ease, even though the outcome was not what we had hoped for.
Your feedback is invaluable and helps us to improve our services. Should you decide to consider our services in the future or need any further assistance, please don't hesitate to reach out to us.
Thank you for your understanding and patience.
No service, no help
I've been with them a month, I've had no internet for a week, they just keep telling me to change the username and password on the routers IP, which I have done. I was offered a refund but have not received it. I called today and they can't help me this week as their manager is off sick
9 juli 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Dear Gemma,
We sincerely apologise for the inconvenience you've experienced over the past week. Your case has been reported to our customer service team, and a refund has been issued. We are also sending a new router to you via special delivery. Our customer service team will be reaching out to assist you in getting back online.
Thank you for your patience and understanding as we work to resolve this issue.
Taking money out of bank for a service…
Taking money out of bank for a service I haven't got
29 maart 2024
Antwoord van Fresh Fibre
Dear Dianne,
We sincerely apologise for the confusion and inconvenience regarding the charges to your account. It appears there was an error, and we are actively working to resolve it.
Our records show that your account was charged after the service had been canceled. We have attempted to contact you to clarify the amounts owed and arrange a refund, but we haven't been able to reach you.
Due to your account being canceled on GoCardless, we need to determine the exact amount to be refunded and process it manually via BACS transfer. To expedite this process, we kindly ask that you call our customer service team at your earliest convenience so we can confirm the details and ensure you receive the correct refund promptly.
Thank you for your patience and understanding.
If I could I would put 0 star very poor…
If I could I would put 0 star very poor signal don’t no recommend at all. Costumer services was Terrible stay well away!
11 juli 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Tommy,
Thank you for your feedback. We are sorry to hear about your experience. Unfortunately, we cannot find your details in our system based on the information provided. Could you please provide us with your full name and email address so we can investigate this issue further and resolve it for you?
Thank you for your cooperation.
Resolved issue
NEW UPDATE** Just received an unexpected call from head office and what a lovely guy he was. Explained absolutely everything to me in detail about the issues they had been having throughout the network and apologised for all the inconvenience brought to myself. This is the kind of service anyone would expect from a customer service personnel. A big thank you!
UPDATE** broadband back on after another phonecall after no response from another email i sent. Let's hope there's no more issues!
Ive been with fresh fibre since the beginning of this year and everything was fine. A few problems to begin with but Demi from customer service was fantastic. Full communication from her, step by step guides and the problem was solved within an hr.
Been without Internet for 5 days. After numerous emails sent (which no one seems to want to reply too) I have to phone up each time to get an update, only to be told the same excuses or procedures. Was told an engineer was coming out to my home as nothing was working. No show or contact from either party.
A big inconvenience to my work and my home.
7 juli 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Dear Craig,
We understand the inconvenience you've experienced and sincerely apologise for the disruption this has caused. Your situation has been escalated to our network team and a manager for thorough investigation. Despite following the provided procedures, we recognise that your router is still not functioning correctly.
Please rest assured that we are using all our resources to help resolve this issue promptly. We will continue to keep you updated on the progress and ensure the matter is resolved as quickly as possible.
Thank you for your continued understanding and cooperation.
It's been a week and still without a…
19/07/24 update: So been contacted and they have been helpful. The speed better yet come night time it does drop in and out, especially when the brother is on his ps5. John (who's been emailing back and forth) has been very helpful throughout and is trying to get to the bottom. Got to keep him updated for the next through days
Another update, so go through to customer service and he sent me a walkthrough guide of what to do and it did connect to the internet. Everything is running smoothly atm even though we aren't getting the speeds we were promised but that's better than having no internet. I'll give it a few days to see if it goes up
Update. Router has arrived but is not working 😂 absolutely laughable.
It's been a week and still without a router. Rang and was told it's Royal Mail who are the problem as it's there but hasn't been sent out. I smell 💩 as I can see another review had the same problem. You're the f ups not Royal Mail!
5 juli 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Lauren,
Thank you for updating your review. We're glad to hear that you are now online and that everything is running smoothly.
Our customer service team has sent you an email with instructions on how to perform speed tests. These tests will help us identify any issues with your connection. Once we have the results, we'll coordinate with the network to enhance your service.
We appreciate your patience and are committed to resolving this for you as quickly as possible. Please don't hesitate to reach out if you have any further concerns.
I have emailed this in:
I have emailed this in:
I have not received a welcome email nor an account number which I think is pretty poor! So I’d like one please.
I received my router yesterday. I have carried out a speed test last night and today and I am only getting between 400 Mbps and a max of 508/529 mbps.
I am paying and signed up for 900mbps package and promised on sale on my doorstep with camera footage a minimum of 700mbps!
I’ve tried calling you several times today and kept on hold for over an hour each time.
A family member who also received their router yesterday has also been calling all day to report their router is faulty as they have tested their line with my router which works. But they aren’t even receiving what they paid for!! A 500 Mbps package but barely receiving 150 Mbps!
If this can’t be solved by tomorrow and me receiving a welcome pack then I’ll be taking all the equipment out and leaving it outside for you to collect and be cancelling the direct debit due to a false sale.
3 juli 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Dear Mark,
Thank you for reaching out and sharing your concerns with us. We apologise for the inconvenience you have experienced.
We have resent the welcome email and terms and conditions to you. Originally, these were sent on July 17th, 2024. Please check your inbox, and if you do not see them, kindly check your spam/junk folder.
Our manager has already contacted you regarding your issues, and we are currently investigating the slow speeds you and your family member are experiencing. We will do our best to resolve this as quickly as possible.
Regarding the call wait times, the current average wait time is around 7 minutes. We acknowledge your feedback and are actively working on improving this to provide better service.
If you have any further questions or need immediate assistance, please contact our customer service team at 0333 344 8646 or support@freshfibre.co.uk.
Thank you for your patience and understanding.
no show for installation
Didnt show up for installation said 8am-1pm.
Wasted time.
1 juli 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Ben,
We're very sorry to hear about the missed installation appointment and the inconvenience it has caused you. We strive to provide timely and efficient service, and we regret that this was not your experience.
To help us resolve this issue quickly, could you please provide us with more information such as your contact details (phone number and email address) and your customer reference number if you have it? This will help us locate your record and address your concern promptly.
Thank you for your patience and understanding.
UPDATED: No router, cannot use service.
EDIT : Okay so it turns out Royal mail are to blame for late delivery as they did infact send the router out via Special delivery but Royal mail failed to deliver it on time.
So my apologies to Fresh Fibre, router is now connected and everything is working as it should.
Had the cabling done last Wednesday the 26th same day as next door, they got their router the next day and I've not had mine.
Got told it was lost in the post and a new one would be sent out special delivery but alas it was not.
Still have no router so can't access the Internet. Not the best first impression to be honest
26 juni 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Mark,
We're very sorry to hear about the issues you've experienced with your router delivery. Unfortunately, we are unable to locate your account in our system with the information provided.
To help us resolve this matter quickly, could you please provide us with your account number or any additional information that might help us identify your account? You can reach our customer service team at 0333 344 8646 or email us at support@freshfibre.co.uk with these details.
We appreciate your patience and look forward to resolving this issue for you promptly.
One of the worst customer service on…
One of the worst customer service on this planet, from the moment when they took my money they can't do nothing. first they forget send me router after that the guy said I will don't have to pay for the time I didnt use it but that was a lie,WiFi stop working all the time useless people and equipment. Every three days the WiFi turns off and we have to restart it, we need this internet because we use it everyday and I need it as my brother is diabetic and I have to check on him everyday. Just a warning do not use this company ever.
10 april 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Chrobry,
We are very sorry to hear about your frustrating experience. We understand how important a reliable internet connection is, especially given your brother's medical needs.
Unfortunately, we are unable to locate your account in our system with the information provided. We sent a request for more details on Monday, June 24, but have not yet received a response. To resolve this matter as quickly as possible, could you please provide us with your account number or any additional information that might help us identify your account?
We are committed to addressing your concerns and improving your experience with us. Please contact our customer service team at 0333 344 8646 or email us at support@freshfibre.co.uk with the necessary details.
Thank you for your cooperation and patience.
Sold a dud
So after Finally talking with a customer services manager we have sorted out our problems and have come to an agreement. I must admit john went above and beyond to sort this out . Its only fair that acknowledge the good too .
Sold a dud .
We were sold a absolute shocking service. 3 routers and 4 extenders and we still couldn't get unbroken WIFI in the house . We even had a month free when they knew the service wasn't good. i tried to perceiver with Fresh fibre but it just went on too long. No issues with the new supplier .
4 oktober 2023
Review zonder uitnodiging
Too good to be true! Trust your instincts!
They were a door to door sales team, which to be fair, were good and which is why we signed up. However, the team behind the scenes had completely let us down! They missed our installation date despite us waiting in all day! We didn’t even receive a message to tell us why they didn’t attend. We called them and they couldn’t explain what happened and promised a call back. This didn’t happen, so we called back again and they said we weren’t even on their system as a customer and that there wasn’t anymore they could do!! So we called back again and they said we were on the system and that unfortunately we had missed our installation date and that it would take quite a long time to get us another appointment! You have to wait on hold for soooo long to get an answer, and when we made them aware of this too, the last representative said to us “oh, you’ve only been on hold 27 seconds” which was completely wrong, we were on hold waiting for 36 minutes before someone answered!
Don’t fall for the amazing speeds and great price, because it is too good to be true.
14 juni 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Gary,
We are truly sorry to hear about the issues you experienced with your installation and our customer service. This is certainly not the level of service we aim to provide.
We regret the confusion and inconvenience caused by the missed installation date and the subsequent communication problems. We understand how frustrating it must have been to wait without receiving any updates, and we apologise for the long hold times you encountered.
We attempted to reach out to you on 17/06/2024 for more information but have not received a response. Could you please provide us with your contact details so we can look into this matter urgently and resolve it as soon as possible?
Thank you for your patience and understanding. We are committed to improving our service and hope to make things right for you.
100000% DO NOT USE THIS COMPANY
WOULD LIKE A MANAGER TO CALL ME TODAY I AM CANCELLING THE DIRECT DEBIT TODAY IVE HAD IT WITH THIS COMPANY !! REFUND WAS SUPPOSE TO BE PUT THROUGH LAST WEDNESDAY NOT TODAY OVER 8 days later not only that trying to talk to a agent the agent must have just put the refund through and then instead of asking if their is any thing else I need help with no goodbye nothing just leaves the chat it’s absolutely disgusting company DO NOT RECOMMEND COMPANY EVEN CHANGED MY TIMES AROUND AND TRYS TO SAY I RANG UP AND CHANGED THEM MY SELF
14 juni 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Jamielee,
We sincerely apologise for the distressing experience you've had with our service. Your frustration is completely understandable, and we are deeply sorry for the inconvenience this has caused.
We understand that you were expecting a refund to be processed last Wednesday, and the delay has been unacceptable. We also regret the communication issues you encountered when speaking with our agent. This is not the standard of service we strive to provide.
Please be assured that your refund has been processed, and you should see it reflected in your account.
If there is anything else we can do in the meantime, please do not hesitate to reach out to us directly at 0333 344 8646 or support@freshfibre.co.uk.
Thank you for your patience, and we are committed to making things right.
Installation engineer didn't turn up…
Installation engineer didn't turn up between 8am-1pm on 10 June 2024. I called Fresh Fibre at 3.30pm to be told the engineer had been to site but couldn't install because British Gas are working in the area. The engineer didn't contact me and now I have to wait for a new installation date and have already cancelled my broadband with my current supplier. Not a great start to using Fresh Fibre.
10 juni 2024
Antwoord van Fresh Fibre
Hi Jill,
Thank you for sharing your experience with us, and we sincerely apologise for the inconvenience caused by the missed installation.
The installation could not proceed due to British Gas working in the area, which created a safety hazard that our engineer could not legally intervene in. Unfortunately, we only received this information five minutes before you called, which is why our customer service team had not yet reached out to inform you of the delay.
We understand how frustrating this must be, especially since you have already canceled your broadband with your current supplier. Until British Gas completes their work, we are unable to proceed with the installation to ensure everyone's safety.
We regret to hear that you have decided to cancel our service due to this situation. We apologise for not meeting your expectations and for any inconvenience caused. If you have any further questions or need assistance, please feel free to contact our customer service team at 0333 344 8646 or support@freshfibre.co.uk.
Thank you for your feedback and understanding.
It takes to long to come live but apart…
It takes to long to come live but apart from that it's not bad
20 mei 2024
Antwoord van Fresh Fibre
Hi,
Thank you for taking the time to leave a review and for your positive rating!
We’re glad to hear that you are satisfied with our service overall. We apologise for the delay in getting your service up and running. We are continuously working to improve our installation process to ensure faster activation times for our customers.
If you have any further feedback or need assistance, please don’t hesitate to reach out to our customer service team at 0333 344 8646 or hello@freshfibre.co.uk.
Thank you for choosing Fresh Fibre!
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