Merula Limited Reviews 189

I had trouble initially with my delivery of the router but Richard at Merula tracked it for me and got it in time for my start up date.
But the real star has been Gemma who helped me set up my router and devices as I am a bit of a dinosaur
First class service all round

Speedy delivery of router and on activation great service from Gemma on activation day after moving into new home. first class service all round

I accidentally ordered my router to the wrong address, but the team handled it brilliantly. They sent me a replacement without any hassle, and the whole process was smooth and stress-free. Special thanks to Gemma for her kind and efficient assistance—she turned a frustrating mistake into a positive experience. Great service!

Consistent service. No downtime over past three years. Thanks to Gemma at customer service.

Great broadband service for reasonable prices. Customer service is great including the after sales services. Gemma was really helpful with all my queries answered.

We moved into a property that only supports OFNL and we chose Merula as they had the best price for the speed required.
There were some issues activating (not due to Merula but due to the previous tenant not cancelling their contract) but Katie communicated that to me and kept me well informed. She was kind and helpful with all the interactions we had.
We've only been with them a couple weeks but the customer service so far has been great.

I will update this review once we've used the wifi service long enough.

But so far so good.

The whole experience was so well managed and easy to get set up. Having had a bad experience with PlusNet previously I can definitely say I would recommend Merula to anyone. There were a couple of issues with the router set up, which the tech team sorted on a quick call. Gemma on the Customer Service team was excellent- she even logged back on in the evening to double check it had all been set up correctly. This is how service should be and the "big boys" could learn a huge amount from how Merula work!!

I had a minor building job at home today, and unfortunately, the builder accidentally cut my broadband line. As someone who works from home, losing internet access caused me quite a bit of stress.

I contacted Merula’s customer service and was assisted by Ms. Gemma Bickerton, who handled the situation with professionalism and urgency. She promptly arranged for an engineer to come out the same day, which was incredibly impressive.

Mr. Eddie, the engineer, arrived quickly and efficiently fixed the broadband line. I was back online in no time!

A huge thank you to Gemma for her brilliant support — hats off to you and the whole team. I'm really glad I chose Merula and I absolutely recommend them to anyone looking for reliable service and top-tier customer care.

I had a refund query and I rang the support desk. A lovely lady named Gemma answered the call and she resolved the query in few mins. Very very helpful and even better she wrote a confirmation email confirming what was agreed too. Being a fairly new customer to Merula, very satisfied with the service. THANK YOU!

Super efficient to set up and receive router- thank you Katie for answering all my email questions

Gemma was helpful and charming throughout my broadband renewal experience. Despite on this occasion not awarding Merula the new contract, I shall be very happy to deal with them at my next renewal.

Just moved into my new home with my family and after taking some time to compare the services around I was drawn to Merula! Reading the reviews customers have left I felt reassured that this is going to be great choice! Katie has been absolutely amazing! Helped me with all my questions and delivered a fantastic service! I hope those reading the reviews really do take their time to read them because you are really going to enjoy the customer service that Katie gives and also the great Internet too! Oh and thank you for the Haribo's sweet 😊

The service from Merula and, in particular, Gemma Bickerton, has been excellent. Always responsive, friendly and helpful. Highly recommended.

Very impressed - Process was easy right from the start. It really was plug in and play. Customer services excellent. A big thank you to Gemma Bickerton.

This company is fantastic. I would highly recommend using them. They sort out any issues straight away. Great customer service and exceptionally helpful.

Incrediblely efficient, Gemma resolved my queries within minutes and was a joy to interact with. 10/10 customer service

Gemma was amazing and helped me set up IPV6 on my connection and a static IPV4 address. She was even kind enough to increase my allocation of IPV6 addresses for mutliple subnets on my home LAN.

It was really nice to be able to speak to someone on the phone and get technical support with a prompt email follow up with all the information I requested. They even included all the PPPoE login information in case I wanted to use my own router hardware! 😁

I couldn't be happier, I've been through this process with a few different internet service providers and Merula were by far the easiest to work with. I would strongly recommend them as a supplier.

I’ve been a customer of Merula since October 2024 and have consistently received excellent service throughout. Recently, I needed to submit a cease request as I’m relocating, and I had the pleasure of dealing with Gemma Bickerton from their team. She was incredibly helpful, responsive, and made the whole process smooth and stress-free. Fabulous staff and top-notch customer service—thank you, Merula!

Merula have been fantastic since I joined them a month ago. The speeds (both download and upload) are reliable & consistent.
Also, the team at Merula are always on hand to help, and they’re really friendly & supportive.
Overall, Merula are a brilliant broadband supplier.

Gemma at Merula was very helpful and sorted my problem.
Moved in to a new build 3 days ago and had to have OFNL fibre. Unable to use my old EE provider. Set up router that was sent efficiently but nothing happened. Weekend came and 3 days later Merula tried again to connect me. All working well. So pleased after a shaky start.