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 rang on 4th of May 2024 to sign up…
I rang on 4th of May 2024 to sign up they said installation date is 24th May, when the day comes somebody comes and installed the line but no connection so another engineer comes later that day gives me a router and tells me it should be ok work in about 10 minutes, so he leaves I waited nearly 2 hrs still nothing no connection, I rang the company I was told he gave me the wrong router so the new router is despatched I didn’t receive it till the 30th of May and then after about 6 hrs it had a solid red light, so I rang the company again he said someone will be in touch but nobody did, so I rang again on Monday because its weekend so nobody is there on Monday the agent went through troubleshooting with me but it never worked , the agent said someone will be in touch but nothing happened, so I decided to cancel my contract because I am clearly in a cooling off period , I have emailed them 2-3 times for cancellation but I haven’t heard from them.
What awful experience I haven’t got words for them. I have phoned up and signed up with my previous provider again
24 mei 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Killer Killed,
We are truly sorry to hear about your disappointing experience with our service. We deeply regret the delays and issues you faced during the installation and activation process. This is not the standard of service we strive to provide.
We attempted to reach out to you for more information on 03/06/2024 to address and resolve your concerns, but unfortunately, we have not received a response.
Your feedback is invaluable to us, and we would like the opportunity to make things right. If you could please respond to our request or contact our customer service team directly at 0333 344 8646, we will prioritise resolving this issue for you.
Once again, we apologise for the inconvenience and frustration caused, and we appreciate your patience and understanding.
Fresh Fibre broadband
Fresh fibre set a date for an engineer to visit. Stating I will be liable for a £50 bill if Im not in when they arrive. The engineer arrived 4 days early (do I get £50). Then cable layers connected my house to the cable system. Now waiting to be connected to the system 2 days before my contract starts. Called customer service several ties and eventually answered. Had an agreed start date of the 4th so cancelled my current provider on the 4th and paid the cancellation fee. Now Fresh can't connect me until the10th. Customer service called me back and explained what happened and very sorry about the situation.
17 april 2024
Antwoord van Fresh Fibre
Hi Paul,
Thank you for taking the time to share your feedback with us. We apologise for the inconvenience and confusion you experienced with the installation process.
We understand how frustrating it must have been to have the engineer arrive earlier than scheduled and to face delays in getting connected. We sincerely apologise for any disruption this caused, especially since you had already cancelled your previous provider and paid the cancellation fee based on our agreed start date.
We have rebooked your installation for the 10th of June. The initial delay was due to an unexpected blockage, which has now been addressed. Our customer service team has been in touch to explain the situation, and we appreciate your understanding and patience.
We are committed to ensuring your connection is set up smoothly and that you receive the high-quality service you expect from Fresh Fibre. If you have any further questions or need additional assistance, please do not hesitate to reach out to us at 0333 344 8646 or hello@freshfibre.co.uk.
Thank you for your understanding.
I am awaiting a response
I am awaiting a response.
I pay for 900/900
I’ve had upto 780/850
Since Friday I’ve had 75/100 but averaging at 35/10
Like - my old WiFi was better
I literally booked the weekend off to sit and play with my friends whilst I have sickness and it’s actually unusable
31 mei 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Over Watch Feed,
We are sorry to hear about the issues you’ve been experiencing with your internet speed. We understand how frustrating it must be, especially when you had planned to enjoy your weekend with friends.
We attempted to reach out to you for more information on 03/06/2024 to better understand and resolve your concerns. Unfortunately, we have not received a response from you yet.
Please respond to our request or contact our customer service team directly at 0333 344 8646 so we can address this issue as a priority and restore your service to the expected performance levels.
We appreciate your patience and understanding, and we are committed to resolving this matter for you as quickly as possible.
the sale guys where polite but the…
the sale guys where polite but the thing that goes threw my mind is one of the sale guys said cause their mobile data wasnt working to great had to use my wifi then when doing the form said hes with ee in that case if this company so great why he not with fresh fibre
31 mei 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Lee,
Thank you for your feedback and for noting the politeness of our sales team.
Currently, Fresh Fibre's broadband service does not cover all areas, including the living area of the sales representative you mentioned. This is why they may use a different provider for their personal broadband needs.
We are actively working on expanding our network to provide our high-quality broadband service to more areas. We appreciate your patience and understanding as we continue to grow. If you have any further questions or need assistance, please don’t hesitate to contact us.
Re-freshing customer service
Great customer service, we have had the occasional drop in internet but clearly the customer service is second the none.
If we ever have an issue, the customer service team are honest, put a solution in place and are willing to talk you through the steps to getting internet speed improved.
I have been with Vodafone and EE for internet in the past. To only be on hold for hours and be past from team to team to deal with an issue.
It is really re-freshing to be with a company that wants their customer service team to be understanding and wants to provide a good service for their customer.
I particularly would like to highlight the approach of Shakir Forde, who goes above and beyond to address enquiries and concerns. I called today to discuss billing, rather than have to forward me onto the technical team to address connectivity he talked me through addressing some of the issue's If been experiencing.
He is a credit to the Fresh Fibre team.
29 mei 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Stephen,
Thank you so much for taking the time to leave us such a wonderful review. We are thrilled to hear that you are satisfied with our customer service, even when you experience occasional internet drops.
Our goal is to provide honest and effective solutions, and it’s fantastic to know that our customer service team has been able to meet your expectations. We strive to ensure every customer feels valued and supported, and it’s great to hear that you have experienced this firsthand.
We are especially pleased to hear your positive feedback about Shakir Forde. We’re proud to have team members like Shakir who go above and beyond to ensure our customers' issues are resolved efficiently. We will certainly pass along your kind words to him and recognise his excellent service.
Thank you for choosing Fresh Fibre, and for highlighting the contrast between our service and your past experiences with other providers. We appreciate your loyalty and look forward to continuing to provide you with top-notch service.
Scam
Recieved router on May 14th and connected as instructed. After 48 hours decided to do a speed test(wired) and found out my speeds were 10 times less than I am paying for. Rang up and asked why my speeds are so slow and even sent them a screenshot of the speed test as proof. Still heard nothing back from the company in 2 weeks and still have the exact same slow speeds. Stay away from this lying company.
29 mei 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Jon,
Thank you for sharing your concerns with us. We sincerely apologise for the issues you have encountered with your broadband speeds and the lack of a satisfactory response thus far.
We understand how frustrating slow speeds can be, especially when it doesn’t match the service level you expect and pay for. Following your call and the evidence you provided, we immediately escalated this matter to our Network Operations Center (NOC) to diagnose and address the speed discrepancies. We did inform you over the phone about these steps and want to reassure you that we are actively working to resolve this.
Our team is in constant communication with the network team, and we are pushing them to rectify this issue as quickly as possible. Your experience is important to us, and we are committed to ensuring that your service is up to the standard you expect.
We appreciate your patience and understanding as we work through this, and we hope to resolve your speed issue promptly.
If there are any further details you need in the meantime or additional assistance we can provide, please do not hesitate to reach out.
Thank you for your patience.
Poor installation of the cable
Poor installation of the cable. Not fixed properly and worse still.... Thread through my tree unnecessarily. Im may have to cancel my agreement. Unable to reach anyone on the phone to explain this issue.
Poor installation
Poor customer service
13 mei 2024
Antwoord van Fresh Fibre
Hi Vikki,
Thank you for sharing your feedback with us. We're truly sorry to hear about your dissatisfaction with the installation and the challenges you've faced in reaching our customer service team.
We understand that you have already canceled your service 24 hours ago due to concerns over the cabling work at your property. Prior to cancellation, we acknowledge that there were discussions with our sales team member, Jack, about the installation plan, which unfortunately did not meet your expectations. We strive to ensure our installations are both effective and respectful of our customers' properties, and we regret that this was not your experience.
Although the order has been canceled and we can no longer flag this for our installation team's review, we take your concerns seriously. We will be reflecting on this situation to improve how we handle similar scenarios in the future and ensure that our installation processes are as smooth and customer-friendly as possible.
We apologise again for any inconvenience and frustration caused. If there's anything further we can assist with or any additional feedback you'd like to provide, please do not hesitate to reach out.
SHOCKING.
We've had no internet for a week now and have sent 11 messages over this time with no reply. After selling this "super fast product" to us, they dug the road up to install it without warning, blocking us and neighbors in for hours. The road now looks like a patchwork quilt as they've bodged the tarmac repair so badly. Stay well away. I wish I did.
28 mei 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Daniel,
We sincerely apologise for the issues you've encountered with the installation and the subsequent impact on your internet service and the condition of the road. This is certainly not the experience we want any of our customers to have.
We have noticed a discrepancy in matching your provided details with any accounts in our system. To address your concerns effectively and ensure we resolve the situation promptly, we are reaching out to you via email to request further identifying details. This will help us accurately locate your account and take the necessary steps to correct the problems you’ve faced.
We are committed to improving your experience and rectifying the issues as quickly as possible. Thank you for your patience, and please look out for our email so we can resolve this matter swiftly.
Scammers
Scammers. I left a positive review back in January. I ended up not going ahead and cancelled before cut off period. I was told I would be refunded my first payment. This was in FEBRUARY. I have chased up ever since and have been ignored. Absolutely awful. Sales man was also very pushy and found himself inside my building despite not being given access from myself. Avoid at all costs. Going to try and go through my bank for a refund as customer service have ignored me on several occasions.
20 februari 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Naomi,
Thank you for reaching out and sharing your concerns. We deeply regret the frustration and inconvenience caused by the delay in processing your refund. We understand that this has been a significant point of concern for you, and we sincerely apologise for the oversight.
Our team had initially flagged your refund for processing, but unfortunately, it was not actioned as promptly as it should have been. We are actively addressing this internally to ensure such delays do not occur in the future.
We have now expedited your refund, and you should expect to see the amount credited back to your account within 3 to 10 working days, depending on your bank’s processing times. We appreciate your patience and understanding as we work to resolve this matter.
Regarding your experience with our salesperson, we take your feedback seriously and are reviewing our training procedures to ensure our team members maintain professionalism and respect for our customers' personal spaces at all times.
We value your feedback and are committed to improving our services. If you need further assistance or have any more concerns, please don’t hesitate to reach out directly to our customer service team.
Thank you again for your patience and for bringing this issue to our attention.
Good service 🐕🦺
25 mei 2024
Antwoord van Fresh Fibre
Hi Marcin,
Thank you for the great feedback! We're glad to hear that you’re happy with our service. If you need any assistance or have any questions, feel free to get in touch.
Lovely lads
22 mei 2024
Antwoord van Fresh Fibre
Hi Joanne,
Thank you for your kind words! We're thrilled to hear that you had a positive experience with our team. If you have any questions or need further assistance, please don't hesitate to reach out.
The agent keiran (drake) explained…
The agent keiran (drake) explained everything to me. Got a great package with fresh fibre.
20 mei 2024
Antwoord van Fresh Fibre
Hi Rosy,
Thank you for your wonderful review! We're thrilled to hear that Keiran (Drake) was able to explain everything clearly and that you're happy with the package you received.
We're delighted to have you as a customer and are committed to providing you with excellent service. If you have any more questions or need further assistance, please feel free to reach out.
Thanks again for choosing Fresh Fibre!
Sales persons were very polite and…
Sales persons were very polite and respectful of us and our property. They answered any questions we had in a professional manner
7 mei 2024
Antwoord van Fresh Fibre
Hi Sharon,
Thank you so much for taking the time to leave us a review! We’re delighted to hear that our sales team was polite, respectful, and able to answer all your questions professionally.
Your feedback is greatly appreciated and encourages us to continue providing the best service possible. If you have any more questions or need further assistance, please don’t hesitate to reach out.
Thanks again for choosing Fresh Fibre!
Overall acceptable experience
Order management issues delayed installation, but these were resolved and installation completed successfully a week later. Staff helpful and positive.
9 mei 2024
Antwoord van Fresh Fibre
Hi Philip,
Thank you for taking the time to share your experience with us. We're glad to hear that despite the initial delays in installation, the issue was resolved and your installation was successfully completed. We apologise for any inconvenience caused by the order management issues and appreciate your patience and understanding during the process.
It's encouraging to know that you found our staff to be helpful and positive. We strive to maintain a high standard of service, and feedback like yours helps us continue to improve.
If there's anything more we can do to enhance your experience or if you have further feedback, please don't hesitate to reach out. We're here to help and ensure that your service meets your expectations.
Thanks again for choosing Fresh Fibre. We look forward to serving you for many years to come!
A glitch in the system
well the engineer/s that was supposed to come round to fix up the wifi didn't show up during the time i was informed that they were coming. There was no explanation for not turning up n i haven't received any further communication
from fresh fibre. therefore wasting my time so ive cancelled the dd. but just spoken to them & they explained the situation on what happened to the engineer on Friday. So now its just waiting game & I will update this report as when everything goes smoothly. Latest update from Fresh fibre, they have refunded my payment from last month in quick time & have apologised for what's happened as to regarding having wi fi with them. Hopefully they can sort out a new time for a engineer to pop round & have me up & running in no time. Otherwise true to form of brilliant customer service in top form regarding the set up process & keeping me informed of what's happening even though its taking abit longer than normal, I can wait till then.
29 april 2024
Antwoord van Fresh Fibre
Hi Brian,
Thank you for your feedback and for sharing your experience with us.
We apologise for the inconvenience caused by the missed appointment and the lack of communication. We understand how frustrating this must have been and we sincerely regret the wasted time and effort on your part.
We are pleased to inform you that we have processed a refund for the inconvenience. Please check your account for confirmation. We are also actively working to ensure that such issues do not happen in the future.
If you need any further assistance or have additional questions, please feel free to reach out to our customer service team at 0333 344 8646 or hello@freshfibre.co.uk.
Thank you for your patience and understanding.
Got the connection on 1st May
Got the connection on 1st May. Installation was done. They deducted the first payment through direct debit. But the internet is not working from day 1. Called them and they said would sort it out and will refund for the days u couldn't use the internet. After that no replies to the emails. They don't answer calls and no replies on WhatsApp. It's almost 20 days and I've been looking for them to sort the problem. I think I've been scammed.
1 mei 2024
Review zonder uitnodiging
Antwoord van Fresh Fibre
Hi Musa,
Thank you for bringing this issue to our attention, and we sincerely apologise for the inconvenience you've experienced with your internet service and our customer support. We understand your frustration and are committed to resolving this matter promptly.
We have attempted to locate your account in our system to address your concerns directly, but unfortunately, we have been unable to find any details that match your provided information. We have previously reached out to you requesting additional details to help us correctly identify your account and ensure a swift resolution.
Could you please provide us with your full name, email address, phone number, and order details at your earliest convenience? This information will greatly assist us in investigating and resolving the issues you've encountered.
We're eager to get this sorted out for you and ensure that your service is functioning as it should. Please reach out to us directly through our customer service email or phone, and we will prioritise getting your internet up and running.
Thank you for your patience and cooperation.
Can't get the broadband to work
Can't get the broadband to work. Noone answers the phone when I call.
26 april 2024
Antwoord van Fresh Fibre
Hi Emma,
We are deeply sorry for the difficulties you experienced with your broadband service and the challenges in reaching our support team. This is not the level of service we strive to provide, and we sincerely apologise for any frustration caused.
We’re happy to inform you that your broadband issue has been resolved. We understand how important a reliable internet connection is, and we deeply appreciate your patience while we worked to fix the problem.
If you need any further assistance or have additional questions, please don’t hesitate to reach out. We are here to help and are committed to making your experience with Fresh Fibre a positive one.
Thank you for choosing Fresh Fibre, and we apologise once again for the inconvenience.
Awful Experience and Getting Worse
Company sold me faster broadband, took the first payment, set up a direct debit then booked an installation. Never turned up for the installation and haven’t responded to emails since. Left thinking I’ve been scammed.
Update: the installation is now taking place this Wednesday so happy about that. However I just received a bill for a service that FreshFibre hasn’t begun to provide yet and once again no reply to emails to try and clear this up. Going from one issue to the next with this company.
8 mei 2024
Antwoord van Fresh Fibre
Hi James,
Thank you for sharing your feedback, and we sincerely apologise for the inconvenience and frustration you’ve experienced. We understand how important reliable service and communication are.
We have investigated your case and found that there was a request made to change the installation date to 13th June in the AM slot. This request was noted during your interaction with our verifier team. We apologise for any confusion and for not clearly communicating this change to you sooner.
Your new installation date is confirmed for 13th June in the morning. We assure you that our team will be there to complete the installation and get your service up and running.
We value your feedback and are committed to improving our communication and service. If you have any further questions or need immediate assistance, please feel free to contact our support team directly.
Thank you for your understanding and patience.
A very professional sales team who were…
A very professional sales team who were not at all over zealous in their approach and very knowledgeable.
14 mei 2024
Antwoord van Fresh Fibre
Hi Geoff,
Thank you so much for taking the time to share your positive experience with our sales team. We're delighted to hear that you found our team professional, knowledgeable, and balanced in their approach.
Your feedback is greatly appreciated and it motivates us to continue providing top-notch service. If you have any more questions or need further assistance, please don't hesitate to reach out.
Thanks again for choosing Fresh Fibre!
Agent yuri was very professional
Agent yuri was very professional, description of service was very detailed
13 mei 2024
Antwoord van Fresh Fibre
Hi Lyn,
Thank you so much for your kind words about Yuri! We're thrilled to hear that his professionalism and detailed explanation of our services made a positive impression. We pride ourselves on providing clear and comprehensive information to our customers, and it’s great to know Yuri delivered just that.
If you have any more questions or need further assistance, please feel free to reach out. We're here to help!
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