Fresh Fibre Avis 

Réponse de Fresh Fibre

29 mai 2024

Hi Daniel,

We sincerely apologise for the issues you've encountered with the installation and the subsequent impact on your internet service and the condition of the road. This is certainly not the experience we want any of our customers to have.

We have noticed a discrepancy in matching your provided details with any accounts in our system. To address your concerns effectively and ensure we resolve the situation promptly, we are reaching out to you via email to request further identifying details. This will help us accurately locate your account and take the necessary steps to correct the problems you’ve faced.

We are committed to improving your experience and rectifying the issues as quickly as possible. Thank you for your patience, and please look out for our email so we can resolve this matter swiftly.

Réponse de Fresh Fibre

29 mai 2024

Hi Naomi,

Thank you for reaching out and sharing your concerns. We deeply regret the frustration and inconvenience caused by the delay in processing your refund. We understand that this has been a significant point of concern for you, and we sincerely apologise for the oversight.

Our team had initially flagged your refund for processing, but unfortunately, it was not actioned as promptly as it should have been. We are actively addressing this internally to ensure such delays do not occur in the future.

We have now expedited your refund, and you should expect to see the amount credited back to your account within 3 to 10 working days, depending on your bank’s processing times. We appreciate your patience and understanding as we work to resolve this matter.

Regarding your experience with our salesperson, we take your feedback seriously and are reviewing our training procedures to ensure our team members maintain professionalism and respect for our customers' personal spaces at all times.

We value your feedback and are committed to improving our services. If you need further assistance or have any more concerns, please don’t hesitate to reach out directly to our customer service team.

Thank you again for your patience and for bringing this issue to our attention.

Réponse de Fresh Fibre

29 mai 2024

Hi Marcin,

Thank you for the great feedback! We're glad to hear that you’re happy with our service. If you need any assistance or have any questions, feel free to get in touch.

Réponse de Fresh Fibre

29 mai 2024

Hi Joanne,

Thank you for your kind words! We're thrilled to hear that you had a positive experience with our team. If you have any questions or need further assistance, please don't hesitate to reach out.

Réponse de Fresh Fibre

23 mai 2024

Hi Rosy,

Thank you for your wonderful review! We're thrilled to hear that Keiran (Drake) was able to explain everything clearly and that you're happy with the package you received.

We're delighted to have you as a customer and are committed to providing you with excellent service. If you have any more questions or need further assistance, please feel free to reach out.

Thanks again for choosing Fresh Fibre!

Réponse de Fresh Fibre

23 mai 2024

Hi Sharon,

Thank you so much for taking the time to leave us a review! We’re delighted to hear that our sales team was polite, respectful, and able to answer all your questions professionally.

Your feedback is greatly appreciated and encourages us to continue providing the best service possible. If you have any more questions or need further assistance, please don’t hesitate to reach out.

Thanks again for choosing Fresh Fibre!

Réponse de Fresh Fibre

29 mai 2024

Hi Philip,

Thank you for taking the time to share your experience with us. We're glad to hear that despite the initial delays in installation, the issue was resolved and your installation was successfully completed. We apologise for any inconvenience caused by the order management issues and appreciate your patience and understanding during the process.

It's encouraging to know that you found our staff to be helpful and positive. We strive to maintain a high standard of service, and feedback like yours helps us continue to improve.

If there's anything more we can do to enhance your experience or if you have further feedback, please don't hesitate to reach out. We're here to help and ensure that your service meets your expectations.

Thanks again for choosing Fresh Fibre. We look forward to serving you for many years to come!

Réponse de Fresh Fibre

7 juin 2024

Hi Brian,

Thank you for your feedback and for sharing your experience with us.

We apologise for the inconvenience caused by the missed appointment and the lack of communication. We understand how frustrating this must have been and we sincerely regret the wasted time and effort on your part.

We are pleased to inform you that we have processed a refund for the inconvenience. Please check your account for confirmation. We are also actively working to ensure that such issues do not happen in the future.

If you need any further assistance or have additional questions, please feel free to reach out to our customer service team at 0333 344 8646 or hello@freshfibre.co.uk.

Thank you for your patience and understanding.

Réponse de Fresh Fibre

29 mai 2024

Hi Musa,

Thank you for bringing this issue to our attention, and we sincerely apologise for the inconvenience you've experienced with your internet service and our customer support. We understand your frustration and are committed to resolving this matter promptly.

We have attempted to locate your account in our system to address your concerns directly, but unfortunately, we have been unable to find any details that match your provided information. We have previously reached out to you requesting additional details to help us correctly identify your account and ensure a swift resolution.

Could you please provide us with your full name, email address, phone number, and order details at your earliest convenience? This information will greatly assist us in investigating and resolving the issues you've encountered.

We're eager to get this sorted out for you and ensure that your service is functioning as it should. Please reach out to us directly through our customer service email or phone, and we will prioritise getting your internet up and running.

Thank you for your patience and cooperation.

Réponse de Fresh Fibre

23 mai 2024

Hi Emma,

We are deeply sorry for the difficulties you experienced with your broadband service and the challenges in reaching our support team. This is not the level of service we strive to provide, and we sincerely apologise for any frustration caused.

We’re happy to inform you that your broadband issue has been resolved. We understand how important a reliable internet connection is, and we deeply appreciate your patience while we worked to fix the problem.

If you need any further assistance or have additional questions, please don’t hesitate to reach out. We are here to help and are committed to making your experience with Fresh Fibre a positive one.

Thank you for choosing Fresh Fibre, and we apologise once again for the inconvenience.

Réponse de Fresh Fibre

17 mai 2024

Hi James,

Thank you for sharing your feedback, and we sincerely apologise for the inconvenience and frustration you’ve experienced. We understand how important reliable service and communication are.

We have investigated your case and found that there was a request made to change the installation date to 13th June in the AM slot. This request was noted during your interaction with our verifier team. We apologise for any confusion and for not clearly communicating this change to you sooner.

Your new installation date is confirmed for 13th June in the morning. We assure you that our team will be there to complete the installation and get your service up and running.

We value your feedback and are committed to improving our communication and service. If you have any further questions or need immediate assistance, please feel free to contact our support team directly.

Thank you for your understanding and patience.

Réponse de Fresh Fibre

17 mai 2024

Hi Geoff,

Thank you so much for taking the time to share your positive experience with our sales team. We're delighted to hear that you found our team professional, knowledgeable, and balanced in their approach.

Your feedback is greatly appreciated and it motivates us to continue providing top-notch service. If you have any more questions or need further assistance, please don't hesitate to reach out.

Thanks again for choosing Fresh Fibre!

Réponse de Fresh Fibre

14 mai 2024

Hi Lyn,

Thank you so much for your kind words about Yuri! We're thrilled to hear that his professionalism and detailed explanation of our services made a positive impression. We pride ourselves on providing clear and comprehensive information to our customers, and it’s great to know Yuri delivered just that.

If you have any more questions or need further assistance, please feel free to reach out. We're here to help!

Réponse de Fresh Fibre

14 mai 2024

Hi Stephen,

Thank you for sharing your feedback on your recent interaction with our team. We're so glad to hear that their politeness and knowledge stood out and came at just the right time as you consider switching providers. At Fresh Fibre, we aim to make every customer interaction both informative and enjoyable, and it sounds like we hit the mark!

We're here to ensure a smooth transition should you decide to make the switch, and we look forward to providing you with the exceptional service our team is known for.

Thank you once again for choosing us!

Réponse de Fresh Fibre

13 mai 2024

Hi Mr. Statham,

Thank you for taking the time to share your experience with our door-to-door team. We sincerely apologise for the discomfort and dissatisfaction caused by our representative's visit, especially in light of your specific request not to ring the doorbell. This is certainly not the standard of conduct we aim to uphold, and we regret any disrespect to your privacy.

We appreciate your candid feedback as it is crucial for us to improve our approach. We are reviewing our training and operational procedures to ensure our teams are more mindful and respectful of residents' preferences in the future. Additionally, we will address this specific incident internally to prevent such occurrences.

Thank you once again for bringing this to our attention. We value your feedback and are committed to making the necessary improvements.

Réponse de Fresh Fibre

9 mai 2024

Hi Nathan,

Thank you for taking the time to share your initial impressions with us. We're thrilled to hear that our team was able to communicate clearly and courteously during your sales consultation. We're just as excited as you are to see how smoothly your installation and connection process goes!

We're committed to ensuring that your upcoming installation meets the high standards you expect from us. Please don't hesitate to reach out if you have any questions or additional feedback as you move forward with our service.

Looking forward to getting you connected and hearing more about your experience!

Réponse de Fresh Fibre

8 mai 2024

Hi Tracey,

Thank you for bringing this issue to our attention, and we sincerely apologise for the frustrating experience you've encountered with the delivery of your router and the service thus far. We understand how disappointing this situation must be.

To resolve this matter swiftly and ensure we address your concerns properly, we kindly ask you to provide us with some additional contact details. It seems we are having difficulty locating your records in our system with the information currently available.

Please reply to this message with your full name, address, and any other account details you can provide. This will help us to expedite our investigation and find a resolution as quickly as possible.

We are committed to correcting this situation and providing you with the service you expected when you signed up.

Thank you for your cooperation, and we look forward to resolving this promptly.

Réponse de Fresh Fibre

29 mai 2024

Hi Steven,

Thank you for sharing your concerns, and we sincerely apologise for the difficulties you experienced with the setup of your internet service. It appears there was a misunderstanding regarding the installation and the delivery of your router, which led to significant inconvenience for you.

Our records show that there was no confirmation of a successful installation from the network, which unfortunately resulted in the router not being dispatched as planned. Despite our intentions to expedite the router to you via special delivery, this action was regrettably not completed.

We understand that you have chosen to cancel your service. Please be assured that any payments taken have been fully refunded, as our billing system had incorrectly assumed that the installation and router delivery were completed successfully.

We truly regret any frustration this has caused and are taking steps to prevent such issues from happening in the future. If you have any further questions or if there’s anything more we can do to assist, please do not hesitate to reach out.

Réponse de Fresh Fibre

7 mai 2024

Hi Gillian,

Thank you for sharing such warm feedback about your recent interaction with our team member. We're delighted to hear that you found him to be lovely, polite, well-spoken, and especially helpful. Our team strives to provide excellent service and make every interaction positive and productive, so it's wonderful to know that we're achieving this.

Your kind words are greatly appreciated and have been shared with the team to continue encouraging their dedication and hard work. If you have any further needs or questions, please don't hesitate to contact us. We're here to help!

Thank you for choosing us, and we look forward to continuing to serve you with the same level of care and excellence.

Réponse de Fresh Fibre

9 mai 2024

Hi D Bukes,

Thank you for reaching out and sharing your experience. We're sorry to hear about the delay in your installation and the inconvenience of being without internet. We want to resolve this as quickly as possible for you.

It seems we are having difficulty locating your account in our system. Could you please provide us with your contact details or any additional information that might help us identify your order? This will enable us to expedite the resolution and update you on the installation schedule promptly.

We appreciate your patience and cooperation as we work to get this sorted for you.