Cerberus Networks Reviews 156

Great customer service. Small is beautiful.

Took roughly almost 2 years to finish my order but that was down to Openreach.

The only downside I noticed is that I didn’t always get an update from Cerberus on what’s happening with my order.

Otherwise it was pretty smooth sailing.

Cerberus is our main Helpdesk support, Im proud to have them as Business Partner

The engineers were on time and very polite. They also were maintaining social distancing and ensured we knew what they were doing all through the visit. Satisfied customer.

Took over 1 week, with chasing up to find out what was going on with our order, and then to find out it was an incorrect order.

No explanation as to why the order was created inaccurately.

Great service and well organised transfer from my existing provider.

Always very helpful and notice issues arising so get sorted out before any major problems happen.

Very prompt support to resolve set-up issues.

The Cerebus team are always responsive & helpful. Recently when something didn’t go quite right they investigated promptly and rectified the issue.

Please communicate with your customers and reply to emails you have a good product so match this with a better customer service

Great company. Provided valuable support during a prolonged FTTP installation. You are allocated a named person to direct queries to which helps with continuity. I am very pleased with my new Fibre connection. Post installation billing & support has also been good so far. Would definitely recommend.

Excellent Service and customer relations..Thank You

After years and years of completely sub standard and on many occasions no service from BT we switched to Cerberus on a recommendation. I am so very glad we did.
We live very remotely with complicated copper lines, junction boxes etc. Etc. And for years we just put up with what we were told was “the best we can expect living where you do” although the 7 years of issues started and were caused by damage to the cables which BT just never repaired properly.
After just 1 month Cerberus have not only increased down and up load speeds a lot but have made the line stable.
Last night was a “yureka” moment when we were able to have our first stable, clear video call. For years we have had to rent office space to be able to just work although we both work from home. It looks as if this is now a thing of the past.
The tech team are amazing and stick with you all the way on an issue. No anonymous call centres where you have to spend an hour explaining the problem you have already explained 4 times that day.
Honestly, if you want an IP provider that really knows what they are doing, cares about their customers and delivers results use these guys.
I wish I had known about them years ago.
EXCELLENT company.

We contacted Cerberus after hearing about FTTPoD and following a good pre-sales discussion and favourable preliminary build estimate we decided to go ahead with a survey for two properties on a linked order.

We’d been assured repeatedly by Cerberus that:

A) the preliminary build estimates were always higher than the real final cost

B) linking multiple properties would allow us to share the build cost.

We had issues in getting the survey properly completed for both properties - Cerberus attributes these to BT and OpenReach which seems to be a common theme (or excuse). It took several weeks and there was limited communication except when I chased up by email / phone.

Eventually we received a quotation for DOUBLE the original estimate - over £12k for the installation.

If we’d had any guidance whatsoever that the costs would be so high, we would not have paid for the survey or wasted the time and effort in this process.

Clearly they will attribute this ‘surprise’ to poor data from OpenReach - however as Cerberus are self proclaimed experts in FTTPoD, I can only conclude that we have been completely misled here.

Cerberus have not offered to refund the survey costs despite their inaccurate/misleading guidance.

It is immaterial to us whether the real fault lies with them or OpenReach, they need to take responsibility and if necessary recover any of their costs from OpenReach.

It is clearly easy to blame their suppliers (read the other reviews and see how often an OpenReach or BT problem is cited).

Very disappointing, tread carefully if considering FTTPoD.

From ordering fttpoD to the service going live was in total 13 months, through the whole process cerberus kept me updated with what was going on, cannot fault their customer service the best experience I have had.
The biggest issue was in dealing with openreach they were very slow doing anything and unorganised, they really need to improve how they manage the build process cannot see how they expect to roll out fibre if they can't. manage one install.

Can’t fault Cerberus
Excellent communication
Wish I could say the same for Openreach...

I've just had Cerberus' FTTP Ultra2 product installed and performance so far has been absolutely constant and in line with our high expectations. They arranged for Openreach to install the connection and communication throughout the order process was crystal clear, including the one occasion I had to speak to their customer services.

The phone system was well represented and the service in setting it up from Neal has been excellent. I would recommend Cerburus Networks without hesitation.

Cerberus themselves are very good to deal with. However unfortunately during my recent FTTP speed/bandwidth re-grade, the process was snagged by issues with the back office systems at Openreach / BT Wholesale meaning that a re-grade that should have been ordinarily completed in 24-48 hours took approximately 3 weeks and much escalation to complete. To be fair there was not much that Cerberus could do about it, other that escalate appropriately with BTW which they did.

Otherwise I am completely happy with the service that I have received from Cerberus over the previous 12 months I have been in contract with them.