Fresh Fibre Avis 

I was having issues with my fresh fibre router after installing a EERO +6.
Qadr was very helpful and patient enabling me to resume my broadband service very quickly.
This is very much appreciated THANK YOU.

To be completely honest I had issues with my Internet when I first signed up. It was always freezing, being slow & I was not happy with the service. I rang on a number of occasions & gave up ringing as i felt the issue was not being resolved. I had a call from a gentleman on 12th September regarding something else & we got into a conversation in regards to my concerns with my connection. Without hesitation he suggested ways to resolve the problem & alternatives if it didn't work. He was the only one that recommended looking to see if my route needed updating, which it did. Just like it it was resolved & i have no Internet problems whatsoever. He rang again today to ensure all was ok. Very friendly & helpful guy. Thank you to the gentleman who helped with great customer service. I can now enjoy the fresh fiber experience.

Since 2024 i have had nothing but problems regarding Internet connections. I told them that I was not going to pay for a service that I wasnt getting yet promised. Despite phone calls reporting the issues and me infact leaving this company due to these issues, ive now been threatened with a 'claim to court' as they've made a claim against me that I owe £422. They have not once accept any responsibility for their lack of customer service and as a broadband provider. I have explained that If they can accept their part of failure that I can fhrn negotiate with payments and come to an agreement but they wouldn't have any of it, even after contacting me privately by email after making a claim to court against me. Avoid this company at all costs.

Had an issue with the original installation., contacted fresh fibre who arranged an engineer visit to correct the issue. Engineer arrived on time and attempted two options to resolve the problem. First option was fast fix but wasn't a perfect resolution. So went with option 2 took a little longer but was very good at sorting the issue, can now use the wifi as designed. Friendly engineer very helpful. Quickly completed all works. Very happy with the final solution.

Great customer service, when I had an issue with speed I was guided how to improve, when this didn't work they sent me a whole new router

When I had a query with my bill they gave it prompt attention with a favourable conclusion. I could always contact them on the phone with any queries, which is unusual these days!

My internet stopped working so I phoned Fresh Fibre which I have been with for about 18 months with no problems till now,The next day a man was here to repair my internet,It seems a animal had chewed through the cable,The response to my repair was quick and friendly.

always responds to email. had a speed issue but resolved without hassle. very impressed with the way they deal with issues and the follow up.

Had the same person who helped last time and again fixed the problem and also coped with me not knowing how to find the @ on my keyboard, very patient and got the job done

I’ll tell you what I’ve never had a customer service agent be so defensive whether you believe in facts or not you do not have the full facts on my partner’s situation. When one person from another organisation has said to us that they were made aware about the changeover and haven’t responded back to what they said in their words for then customer service agent today to lie and be very defensive about it really is quite telling on how bad this organisation is and no wonder my partner has left it because I would AVOID. They got the notice that the changeover was going to happen and you were fully aware about it, but you continued on charging my partner even though you knew he was moving over and now you’re using some bullying tactics for the hardware to come back to you I mean you’re all nice when we’re in contractor then you seem to change your tune if we’re not a paying customer and you act like bullies. Because that’s what you are and the hostilities and the whole bullish attitude doesn’t wash with me and if you think you can be like that and continue on being bullies and continue on being hostile and saying that it’s incorrect and it’s all lies instead of actually trying to de-escalate the situation you continued on going on about your facts even though you haven’t got the full picture and we’ve got an email and we’ve sent you stating the fax of what they said to us and that we are pissed off and he couldn’t even deal with it properly was completely useless.

I would avoid this company because all they seem to be our bullies and they just are very hostile when you leave or transfer because they don’t want to know and they seem to change their tune very quickly and if you don’t like that then that’s tough but if you want and I don’t conversation about it and not act like bullies and that professionally not like a bunch of cowboy then you can have a conversation with me about it because quite frankly I’m not gonna be spoken to like shit by your customer service and if you ever think that you’re going to get away with that then you’re absolutely not. Your intimidation tactics are whatever you want to get out of this then it’s not going to happen absolutely not going to happen. If you want me to report you to trading standards I would highly tell you to change your tune before it goes down that path.

Very professionaly handled by a very nice and pleasant man… easy problem solved.. thank you

What started as a good connection and decent speed has now turned into having to restart the router 10 plus times a day over the last few days, the box on the wall is red hot and the router also flashes red. The box on the wall has the alarm part in red nearly all the time and constantly loosing connection which during the day is annoying but during the night it’s disconnecting my sons baby monitor which isn’t great at all. However they’re not open now until Monday to call them to discuss.

Ok, I was not fobbed off, my concern was followed through and they kept me updated and then provided a solution. I now have fantastic internet and WiFi through there latest router. Very pleased

Fresh has contacted me and hopefully going forward nice guy on phone sorry can't remember his name but was very very impressed with the way he felt with the problem well done

Answered quickly,clear concise instructions up and running. Polite and very helpful.

I rang to renew my contract was thoroughly talked through the options and after picking a few days later they sent me a upto date router and said I could phone for assistance if needed( I do as I’m not computer savvy) talked through what wax a simple process & speed check. I love they answer the phone straight away

I had a problem with the internet speed was very low, I contacted customer support out of office hours and they responded quickly within minutes to resolve the issue by sending well structured email of how to update the broadband firmware. Within minutes, everything went back to normal.

The company answer calls very quickly so no long wait in a queue. The 3 employees I spoke to were all extremely helpful & patient guiding me through each step

I asked to cancel my services but as the speed is not as advertised and they gave me a load of crap about an up date

Got installed with the wrong light levels coming into the property after 3 months they finally sent a new engineer to fix this.

Shortly be before they sent me out a router without telling me. Just received an email at 7pm saying they are going to charge me for the router.

Shocking communication.