Hull Fibre Avis 

Rude customer service and unacceptable behaviour. I recorded a call where the agent hung up on me, refused to give their name, and mocked my attempt to file a complaint. I suffer from anxiety and this left me very distressed. I will be submitting this to the Ombudsman with proof. Avoid.

Ye everything is work great and fine not a problem

Following on from more previous poor rating, my husband had a call from the managing director of Hull Fibre, apologising for our experience. He explained communications had broken down and a meeting was to be had with staff regarding them not reading the notes, not returning calls etc.
all charges were waived so the best outcome all round. My complaint could have been avoided had his staff have followed procedure in the first place. Thank you for responding & sorting this out.

Hull Fibre Ticks All The Boxes.
Polite and friendly staff, so helpful, you actually get a person on the end of the phone or a call back quickly, nothing was too much trouble. Installation and connection were straight forward. The internet is fast, no problems and we kept our phone & number from kcom, again no problems. I would highly recommend them.

Moved to Hull Fibre a month ago after being with another provider for 2 years. Straight away, as soon as I enquired, I was offered a very suitable plan to my needs; offered a plan 5x faster and more than half the price of my previous provider. From the sales rep on the phone to the engineer who fitted our broadband, we've had great service and will be staying when our contract ends!

If you have a problem on a weekend, don’t expect anything to be resolved until Monday.

We have had no internet all weekend and the support phone line only offers basic technical support. They did not try to resolve anything - only asked if some lights were on the router - didn’t even ask about the ONT. Surely having no internet should be supported?

Our full home security system has been down all weekend.
I cannot study online for my degree.
And I work from home meaning I cannot work tomorrow, will you be covering my daily rate?

At least with KCOM they had technical engineers working over the weekend.

It’s doubtful I will renew my contract with Hull Fibre next month.

The whole process from pre-install to using the service has been seemless. Over a 2 year period I'm saving over £350 compared to my Kcom contract and with faster upload and download speeds. So far (after 2 months of useage), I've had zero problems.

Wow!! Just changed to Hull Fibre after more than 20 years with Diamond Cable which changed to NTL then Virgin Media. Never, in all that time have I experienced such quick, efficient and helpful service! Had a couple of glitches on setting up but no waiting on the phone for ages with music you don't like. So polite and helpful too. A well deserved 5 Stars highly recommend!!

I have been with Hull Fibre for about 18 months now but these last 4 months I was having problems with my internet dropping out so I contacted them about via emails and got no response then I rang them and they put me onto a guy called Richard who looked at my router settings ect and said the router and booster needed updating he did this and it seemed ok but then it started again so I rang back and lucky enough Richard answered and said right ok I will come and visit you and I wont leave until I fix everything. Well he arrived at the time he said and went through everything and was here for nearly 2 hours and now my internet is perfect so a big thank you to Richard for doing exactly what he said he would do you are a credit to Hull Fibre Thank you Richard.

Great service. Paul delivered a leaflet through my door, after I spoke to him he dealt with everything for me, installation was quick and on time. The package I got is a great price and the connection is the best I've ever had. I would reccomend Hull Fibre to anyone. Thanks Paul

Joined this company a few months ago whilst being really apprehensive about leaving kcom! Turns out I saved a fortune got a far better service and the staff are always more than happy to go above and beyond to make sure things are just right! With Hull Fibre things are they way they should be, meaning every customer matters! Special thanks to Sydnie for getting me up and running when my business needed it most!

Router delivered right at beginning of promised time envelope , followed immediately by the two connection engineers. Boots off! Discussed placing of various pieces of equipment, within allowed limitations.Everything went to plan and service live within 20 mins. of completion. Then suffered non connection of central heating, smart plugs and cameras. Technical engineer and assistant came to the house and spent 3 hours, ensuring, range extenders, plugs and cameras all connected and working.

22/2/25
I had issues with my Internet not working and was reported to hull fibre.. Luckily for me two ms3 lads were doing a connection survey near by and looked into this for me. These lovely lads went out of there way and found the connection fault in a main box, came back to me and had me up and re-connected. I cannot thank these lads enough, so A big thank you to Brandon and Connor... Keep up the good work..

Jack visited today after our internet had been dropping out for a while. He was on time, very friendly & knowledgeable. He really knew his stuff and he was super quick and efficient in his repair!
Thank you Jack

On first signing up I found I was not able to connect to tvx and my5. This issue has taken a couple of weeks to solve (I think) as I had not received any info it had been solved or if it had. But very happy with result.

Everything is going great with my experience, with Hull Fibre & the service they provide.

I'm able to watch so much more on my TV, & the boost to my phone in speed of updating apps is amazing.

I would highly reccomend Hull Fibre to my family, friends & neighbours as they give great service & hassle free instalment.

Really steady internet that is actually the speeds they say it's been nearly 6 months and it's night and day between them and kcom not even close the difference is massive you notice online just how fast and consistent it is nice one hull fibre

Worst company going when lost internet for over a month my 90 year old farther lost internet and phone line which was for medical reasons never use them again

3rd November update
Dear Hull Fibre,

Nice try but it is you. Trust pilot still has my maiden name which only recently I updated with you to my married name. Beyond that point, yes it is hull fibre who doesn’t have engineers working over weekend so if your internet is down they will start working on resolving it during week days.
My husband got a call Saturday to say someone will be coming on Monday afternoon, but honestly that doesn’t mean it will be fixed.
Notes and complaints have been raised. We are also making note of all of the bolt on costs and inconveniences this internet being down caused to us.

Again, don’t try to wash your hands from this poor service Hull Fibre - it is you!!!

Mrs Nelson (Tolysz)
____________________
1st November
All ok until your internet is down and then you are screwed. Had issue with dd / sorted it they still switched internet off even we paid on 3rd of October last month so technically it is not even a month yet. Awful customer service. Lady told me that we are too dependant on the internet and that I should take my husband swimming instead of playing video games - what a joke of a comment from their staff! Lady who works for internet provider tell us not to use internet?!? Another lady said - we were talking for 6minutes and I understand your frustration but I will do nothing cause if your internet breaks at the weekend or after 4:30 they are not in. WOW! Laughing cause can’t be crying anymore - ruined our weekend so far. They don’t care do they… currently using mobile data my poor husband couldn’t work from home for last two days so used mobile data and even fly had to drive to office (costing time and money) - it’s beyond joke!

**Update**
Thanks to Daniel who took the time out to contact me regarding the issues we had been experiencing. He listened and having investigated the connection (prior to calling me), explained in detail what was causing our connection issues. And true to his word, the connection was back up and running and we haven’t (fingers crossed) had issues again. Long may this continue! Thanks for the outstanding service.
****
It’s been a smooth service since we switched over to Hull Fibre but recently it’s been hit and miss. Connection keeps dropping out and today has reached breaking point where nothing works. Called the support line who have logged the fault and said someone will contact me tomorrow. We’re left with no TV (as everything g is streamed online) and no connection which will make WFH tomorrow impossible. I’m beginning to think the positive smooth service is short lived. Frustrating when so much in the house relies on a solid connection!