I had no need; so I thought, to check Connect Fibre on Trustpilot prior to signing up as by local word they were popular and good.
I checked them out on Trustpilot after my problem and yes, it seems most are happy.
My situation was, and partly remains, as per some of the 1%, although I did find a Google review of someone experiencing the same problems.
As usual, I don’t take up invitations to leave a review as Connect Fibre did before you have even got started, or after ‘some use’.
I resolved my main problem, yes I, but I haven’t to date had another invite.
I moved on after this, until today when the remaining problem highlighted itself.
I’ll try, but it’s difficult to be brief and spare the detail of circa 45 emails with their support team after an initial phone call when I was asked to supply a picture of where my router was in relation to my PC….unfortunately for them that wasn’t one they could pick holes in.
I’m no Wi-Fi techy but if you’ve had full fibre to the home with a 500Mps plan and your Wi-Fi test results are about 350Mbps I think most would think something wasn’t quite right when the new 1000Mbps plans results were only around 150Mbps. I was assured this was great ‘ excellent’ ‘fantastic’ ….numerous times.
Understandably any provider is going to look into the location of the hub etc. As well as speed, range was pathetic, of course it has to be my devices, even though these had worked perfectly well with EE (who I wanted get away from due to disgusting initial customer care, but I couldn’t fault their Wi-Fi).
My numerous attempts for the support team to see my comparisons and examples fell on stoney ground.
I could say my devices were forensically examined from afar to show what I said was poor performance was ‘my end’. The structure of the property you name it!! but CF would not accept there was no change from my previous provide.
They continually quoted T&C’s ‘we don't guarantee wireless speeds’ effectively expecting me to be satisfied with paying for a plan to provide twice the speed of that of my previous provider and go away quickly please!!
Examples, my PC was less than 2 metres away and had a very weak signal. in another room at just 8 metres from the router with one wall in-between I had very weak CF signals on all portable device when my strongest signals !!! were my neighbour’s networks one of which is a cottage on a farm some 50 metres away, no mistaking as the network is named the same as their cottage.
Still, none of this was sufficient for any intervention by them as it wasn’t deemed necessary by their view that ‘my speeds were really good, I shouldn’t expect more’.
The communications were all polite and civilised but I was told ‘we were going around in circles’ I couldn’t have agreed more but in my view that was their fault, but it was obvious IMO that I was beginning to grate and be a nuisance.
I’m fortunate to have a contact the other side of the world, so not ideal, who is an expert in this field. With difficulty I gave every detail about all my devices to check if something wasn’t compatible, and possibly find a fault as such may be on my side. However, everything was fine, and it wasn’t that techy, knowing my EE kit there was no reason why my new kit should be so difficult to resolve my problem.
He told me to ask Connect Fibre to change the band width, something they could do remotely.
I did this and an initial reply was ‘that’s interesting’.
The change was made and Eureka, my speeds were now really good even on the oldest device, and the range had also improved (not well enough it now seems)
My extreme disappointment was the support teams complete lack of sufficient acknowledgement of the fact that they had not gone the extra mile to resolve a customers problem falling back time and time again the T&C’s ‘we don't guarantee wireless speeds’ rather than just admitting something can’t be right here. The closest I got was referring to my assistance !!
Their defence was to say that they had made adjustments in the background, one I admitted I was aware of and forgotten, but nothing had improved the performance.
It was obvious that no such acknowledgement was forthcoming, I moved on…….but today, in the garden, I was unable to get a signal on my mobile phone or tablet some 15 metres away in my house, probably a rare occasion that I would be doing this, but no signal at all, but there were my neighbours, even the cottage on the cottage on the farm. So; even though my speeds are ok the range is still an obvious failure with Connect Fibre. For those who got to the end of this review, just bear in mind you stand a good chance it seems of being satisfied with Connect Fibres performance but if you aren’t you’ll be expected to put up with circa 150Mbps Wi-Fi although you think you’re paying for up to 2000Mbps.
Or you could ask them to adjust the band width as this seems beyond them

Good communication. Quick and easy install. Product seems very good but only 4 stars as only just started using it otherwise would be 5 stars

Owen called a week before the installation to find the best place for the router. He arrived on time on the day, and was very friendly and informative so the installation went well and is now all up and running. I had a lot of emails confirming my installation date but they were quite reassuring.

Fibre is good and quick but degrades with usage. TP-LINK AGINET rooter admin app good on iphone but very difficult and frustrating for windows computer users. Connect Fibre sale are responsive but are over zealous for my liking! Long term situation yet to be experienced.

A very pleasant experience, thanks to a young lady by the name of AYANNA. well done.

installation was smooth and with friendly engineer who put the system just where I requested it.
Lots of communication which actually kept me informed every step of the changeover. A++

Great fibre. Great install. Great communication
Overall one of the best things I have done

I am about to be connect to fibre. I had some queries which I was concerned about. The operative was extremely knowledgeable and answered every one of them with care and consideration 👏👍

Prompt and quick installation. Initial issues sorted via the support line and now the system appears to be running smoothly and at advertised speed. Thank you.

Very good service the fitters were very considerate tidy and helpful

Helpful professional friendly staff. Would highly recommend

This company is bringing the infrastructure for FTP to my area under a government scheme. In spite of saying they were bringing it to ALL properties in the area, they decided not to bring it to me and 3 neighbours. The customer service person, Ayanna, I dealt with when I complained was absolutely brilliant. However the project people just stone walled and refused to tell us why. Ayanna gets 5 stars the project 1 hence 3 overall.

An issue with a loose cable was reported to Matt in customer care. Within an Hour an engineer arrived and corrected the problem in 10 minutes

The responses from Connect

Having used the service for 18 months at an introductory rate, I was then offered an upgraded router for only slightly more than I had been paying, but had to ring customer support as I could not connect to the internet, and Matt, who was very helpful, sorted out the problem in an instant and rang back when he said he would to confirm all was well.

Just had an online chat with Connect Fibre (Ashleigh) and she was brilliant at helping me with my queries that I had. Solved the issues I was experiencing so thanks again to her. Really good company to deal with and very impressed with our broadband service. Would highly recommend.

Matt is excellent at Customer Service. I have had several problems recently where I have needed support and matt has always been there for me. He is very pleasant to talk with, he listens, offers support advice, and always follows through to ensure the problem has been resolved. Well done, Matt!

The person i talked to was very helpful and gave me advice on thingswhat idid not know9

I had a slight incident during installation. I cannot fault the speed of initial response, communication, follow up and speedy resolution. Customer service is excellent. In addition the package itself is excellent. Highly recommend.