Merula Limited Reviews 189

There service is fantastic. Especially Gemma B. Super quick response via emails and friendly and helpful. Affordable broadband price is well,compare to other OFLN Providers.

Great customer service at Merula when resolving connectivity problems / questions. Gemma was particularly helpful when I closed my account.

Internet was solid. Customer service personal, human and great when needed.

Bought a 1 gbps, it's barely ever above 200mbps... customer service can't be bothered. Too expensive for what they're providing.

Awful, terrible WiFi, constantly drops out and when you send an email to find out why you get a response days later basically saying don't know and the ticket gets closed...don't make the mistake I made and don't choose this company. I am locked in until march but am counting the days until I can leave

Had a great experience with Merula! The customer service is so good they respond very quickly and feels very personal. I had Gemma helping me from the customer service team who dealt with my requirement from start to finish and went out her way to follow up on emails. Its great that you don't have to keep explaining a scenario to different people over again! Would recommend.

So far I’m very impressed, customer service has been fantastic!

I recently moved into an area provided by OFNL so decided on Merula as they were the only one offering free routers.

It was delivered quickly and my internet worked day one without any carry on and with the speeds advertised.

Recently just requested that IPv6 be enabled as I was having issues with the Double Nat due to the carrier using CGNAT, got it turned on within an hour and fixed all my NAT issues with gaming.

Have had two tickets both closed by Gemma, who has responded very promptly. So far this is the best experience I’ve had with an ISP in the last 15 years.

Keep it up Merula!

Supposed to have 500mbps and more often than not at around 60mbps. I even frequently get less than 10!

Contacted them to try and get to the bottom of it and they made the laziest attempt. I have the WhatsApp chats which were just awful and ended in radio silence.

Not sure why I am paying for 500 when that’s achieved almost never.

Cant’t recommend in the slightest I’m afraid.

Gemma, absolute legend. In this modern age so many companies forget what customer service means. So polite, calm, professional and reassuring. This is my second call to Merula. No automated nonsense, just someone friendly who answers the phone straight away. Both issues so far have been external to Merula, yet resolved within moments. VERY impressed (would give 6 stars if I could). Thank you 🙏

Communication has been super fast throughout - activation occurred exactly as planned and the internet is EXTREMELY quick. Really 10/10 experience so far, thanks.

Four years of continuous great service from Merula and very competitive pricing too. Gemma very helpful and quick to respond to queries about my account. Highly recommended.

With over 30 years as a system engineer, this team knows what they are doing. Very rare in my experience.
Words like RDNS did not faze them.
A special thanks to Gemma, who aided me on every step.

Merula have been a brilliant Wifi company so far. Their customer service has been fantastic and I love that I can call any time (especially when I'm out of the house for work 12 hours during the day).
I had a problem with the initial setup and Gemma was so helpful and thorough via phone and email. They worked through the problem methodically and efficiently so it was resolved in a timely manner.
Thank you so much!

As a first-time buyer moving to an area only supported by OFNL, I wasn’t really sure what I was doing. I initially signed up with a different provider who gave a very poor service, and I ended up having to cancel my contract early.

Finding Merula was a breath of fresh air! My router arrived within two days, and Gemma on WhatsApp was incredibly helpful, she provided all the information I needed to give my old supplier, saving me from having to wait 14 days for a migration of service.

As someone who works from home, the speed of service and the general helpfulness from Gemma were amazing. Merula turned a really stressful situation into a manageable one, and I’m genuinely excited to be a customer.

The quick WhatsApp responses were a huge plus. I’d highly recommend Merula to any first-time buyers or anyone moving to a new provider. Fantastic service!

Excellent internet quality and customer service team. Always responsive and their internet service is stable.

Merula service and connection at my home (Crowthorne) has been exceptional. The speeds have been consistent with their offerings and, if there ever has been a drop out) they were quick to confirm and respond.
Merula are actually a very good team for providing you with your fibre and service needs and I highly recommend them.

Ive had several support staff of the years but the latest was Gemma and was super quick and efficient with my request. Fabulous!

Thank you so much for your prompt and efficient help in resolving this. Sending the pre-configured router made the setup incredibly easy and fixed the issue straight away.

We really appreciate your support.

I have just signed up to merula. I don't normally read reviews but I did with merula and after doing so what a good decision. In the 5 days since I joined 19/09/25 there customer service is exceptional. And today I spoke to Gemma about how to set up my router as not technically minded. She kindly explained to me how to do it. 5 minutes later she sent a follow-up email with clarity that even a 64 year old man can understand. Gemma thank you so much. Very happy

I received a great service from the first day I contacted Merula regarding an internet connection. I was a client for 4 years and have just closed my account as I have moved and they don’t provide a service to my new home. Gemma went the extra mile recently when I closed my account but then needed to re-connect again for a month. She always dealt with my requests in an efficient and friendly manner.

I placed the order on 21st of August and received the modem within 2-3 days. However, the activation date was set on 8th of September.

I called the support service to ask why so much time is required since the house was empty for more than a month. The employee said that will enquiry this with OFNL and come back. Nobody called me. I had to reschedule deliveries because I was not able to work from home.

Called on 5th of September, and nobody picked up on customer service and I was directed to technical support team. The 1st employee that I spoke with said that they will place an enquiry with customer team. Nobody called.

I called back at 15.00 o clock and spoke with the same employee, again they could not help. At 16.00 o clock I spoke with another employee from technical team and they mentioned that a different flat was marked for the OFNL to activate the line. They placed this enquiry to customer support and nobody called until COB.

On Monday 8th of September, I received an email with a confirmation that the internet was activated but it was indeed another flat and not my flat. I called back and they fixed it within 1 hour.

How were they able to activate the line within 1 hour and they were not able to process it when I called them earlier?

I had to reschedule furniture deliveries which created inconveniences because somebody wrote down the wrong flat to be connected.