DigitalFibre Avis 

Went live with this company on the 3rd June. Had no notification on this happening so came into work with no network. Had the modem sent but no phone for the business and have called twice now about the phone. All calls have been diverted onto my mobile since the 3rd which is a pain for my private time. Been told a phone was arriving over a week ago and as of yet I still have no phone. Calling this company can take ages for someone to answer back also. It's all been a bit of a nightmare and I wished I hadn't changed companies now.

'simple transition' was as it was sold to me . Now been without any telephone line for 8 days , potentially thousands of pounds down . No promised return calls . Absolute shambles , avoid at all cost

in answer to Digital Fibres reply to our review.
You did investigate but unfortunately you did not answer the complaint I had from the beginning. I asked for a recording of the salespersons initial conversations with us and we were told you would check the recording, then you told us you do not keep recordings of salesperson phone call and then you told me again that you could not find the recording. As we feel that the salesperson gave us misleading answers.

The lady on the phone was really nice and helpful

This unbearable saga started with a sales phone call on the 14th of May selling me what a wonderful 'UK' company Digital Fibre was, they could provide a far better and more competitive priced phone and broadband service than I had previously, and had a wonderful relationship with Openreach etc etc, I was enticed, and would have a follow-up call the following day which I duly received from Sophie (who, throughout the saga has been professional). During both of those inital calls I asked 'what would be the number to call in faults', living in a very rural area it is a priority as we have had a few v.bad autumn's where fallen trees etc have created havoc, I was told on both occasions that the phone number I was on would get results. I was to receive the welcome pack the following day outlining the contract followed by a 14 day cooling off period. I had given them payment details and daily checked for the email which didn't arrive (yes I did check the spam files, no it wasn't in there!) I tried to contact them via phone on 2 occassions at this point to no avail and no answer, I contacted my then present provider to explain the situation and arrange a new contract with them, I again tried to contact DF on the "faults" number, again no response, but was receiving regular updates from my then provider with the new deal option, all informed. By this point I had not had neither correspondence or contact from DF. Move on to 27/05 a router, unmarked arrived by post, 28/05 phones arrived, once again I tried to ring DF to ask whether these items were from them and confirm cancellation. 29/05 our phone and broadband service were switched off! Attempted contact by myself over the weekend, unsuccessful. Roll on to 01/06 and I received a call on my mobile at work from DF, long conversation with Sophie regarding the fact I hadn't received welcome pack and information etc, that I would like to cancel, etc, Sophie was sympathetic, but we still had no service.

Thursday 4th I received a mobile call from a member of staff, tone was threatening and no I couldn't leave the contract without paying a fine of £360! This, on setting up their equipment, transpired, did not work. I'm assuming this individuals job was to rile me as I was then transferred to another (I have all the names), now I can only assume that this was the bosses son as I cannot imagine that any other person could ever get away with the vile self-satisfied diatribe I received from him! He asked me to give him the background, I only got as far as 'I was to receive the welcome pack via email which never arrived...', he became totally defensive at full volume about how I should accept that that was just 'human error' and that was enough of a reason! Voices were raised! Without detailing this conversation too much, but to give you an idea, as it should be used for customer care training of how NOT to deal with the public! After the dialogue took a bizarre turn, as by now I was extremely upset, he suddenly became 'jolly', promised another reduction in price, a better deal in a 'happy with his action' tone.

I have made a simple transcript of that phone call, quite shocking and upsetting.

08/06 I was notified via my bank app that a £179 setting up fee was taken from my account by Digital Fibre, but the system still does not work at this point. I followed that shock transaction with a phone call to Sophie informing her that I'd cancelled the DD, I also suggested that hadn't we better check to what email address they claimed that they had taken down in the initial call, would they not like my correct email? I eventually received the Welcome pack I should have received on the 15/05 on the 05/06.

We are now on day 17 without phone or internet, by the way did I mention we were running a business from here? We are also 'on-call' for elderly family members who often contact us for assistance during the night, it's a fraught and stressful time. Openreach have done their best to get us 'up and running', but the problem is all on DFs side, there is nothing more Openreach can do, they have liaised with DF as have I. I asked them to contact me with an update or release me from the contract as of lunchtime Monday 14th, I was not contacted, and still have no service.

Spoke to a representative named Tiahh who helped solve our issue quickly and without issue. This is an issue we'd been having for years now but she was able to square us up in no time at all.

Made one phone call to sort out a problem and wow within 5 minutes all sorted so helpful could not ask for more. If I could give 6 stars i would.

Tiahh was very helpful, professional, friendly and dealt with my queries.

Went without phone lines for a week after switching over, and it takes 20-30 minutes for someone to pick up on their phones lines. It seems they’re taking on more volume than they’re able to handle. Review is only this high because Sophie really came in clutch and helped out our issue. Very kind and attentive and the people working here seem decent otherwise.

Tiahh was so helpful. I got everything I asked looked into and things went so well. Tiahh had such a lovely phone manner, and was very confident in her knowledge of the situation. Couldn't ask for a better person to have helped me.

Friendly straight to the point took what I required to the tech team to configure

The lady i spoke to is called tiahh she asked what my problem was.she then told me what was going to happen she is very polite and understanding

Cannot get hold of them. Numerous calls stuck on loop and cancels after an hour. Several emails sent and remain unanswered. Moved from BT, and they said they would cover the cost for early termination - which was never the case. Poor communication, mis-sold contract. Poor service.

Ally has been amazing at addressing the issues i have had with Digital Fibre, she is an asset to your business.

Had no help, tried calling no answer wish we never swapped over and still waiting for a reply to a complaint!

Would not recommend this company to anyone. They have left my business without telephone and Internet for more than 8 days

Had the pleasure of speaking to 2 lovely ladies today, they helped me with my mother's accounts, they helped me get it sorted quickly and put both me and mother at ease, they was very polite and lovely young ladies, thankyou both x

Good morning,
My recent experience with Digital fibre was positive.
I spoke on the telephone with Tiahh, who was efficient and reassuring which is important in the world of utilities; they occupy quite a lot of my time.

After a very stressful experience trying to resolve issues with my elderly mother’s account, Ally from the Escalations Team was the person who finally took ownership of the complaint and resolved the matter professionally.

Once the complaint reached Ally, the account was closed correctly with no further charges, and written confirmation was provided promptly.

Unfortunately, the overall experience with Digital Fibre before escalation was extremely frustrating. Communication was poor, callbacks rarely happened, it was very difficult to get through by phone, and my mother continued receiving bills and calls despite the account being under dispute.

So while I cannot honestly praise the company overall, I do want to personally thank Ally for finally resolving the situation properly.

Communications have been very good. Leanna, who returned my call, was very helpful and able to access my information so that she could contact someone to deal with the problem.