Fibre Heroes Reviews 99

Emails stating building starting soon, but get a message on Facebook stating the build is on hold getting fed up with the constant contradictory replies. Been out of contract for over 2 years waiting in the dark for correct information.

Difficult installation on a newly converted business premises. Few different parties involved, but in the end Dave and Wayne came to our rescue. Worked hard to get the fibre connection to our part of the building and installed with smiles on their face. Now getting 500/500 connection. Happy business owners here. Heartily recommend Fibre Heroes and Squirrel Internet, our chosen Internet Provider.

The very polite, patient and informative Jake Shepherd at Fibre Heroes clearly explained matters to me over several calls. When we made the decision to go forward, the connection team turned up on time to take a cable from the nearest pole on to our property so it was in place for when the wonderful Dean Clamp arrived this morning to install the cable where it was needed for the router position inside the house. Ours is an old house so it was not quick, straight forward or easy but Dean completed the job, to our satisfaction, all in a respectful manner and in good cheer despite the snow!

Brilliant, now I don't really like cold calls but a gentleman called Jake called me n answered all of my queries n concerns after being dubious of who and what they was.

Over the course of a few months ( i wa wating for contract to end) he talked me through in a lot of detail what an install would look like n put my mind at ease after previously not being aware of other providers in the area other than Openreach. Under appreciated Fibre Hero for sure! Can now work from home peacefully with my Faster internet speed! No buffering woohoo!! thank you jake for opening my eyes !

David Edward’s fitted our fibre - very tidy work, explained everything and was very informative throughout the installation. Great work - Thank you

Rob and Dave came to install my fibre broadband today. They were even a few hours early (however I was at work so they waited patiently - sorry chaps!). They were polite, respectful and had good banter. More importantly they installed my fibre without issues and even put extra tacs along the cable near the door where we take our shoes off to add more more security. They also cleaned up after themselves. Thanks guys!

Just had our fibre installed by Dave and Rob today, absolutely spot on - Brilliant service with a few laughs, what more can you ask for. Spot on.

Claimed to have turned up but didn't I booked the slot over a month previous fir an afternoon claimed to have turned up in the morning
Have not made any attempts to contact me or to install
Left me with no broadband service

Despite a number of delays, Fibre Heroes have now successfully installed my u/g cables. With a download speed of more than 600mgb, that is a slight improvement on Sky’s 28mgb.
Lead engineer Dave was friendly, helpful and professional.

Worst provider I've ever used. Avoid.

Constantly has issues with the overhead lines. Terrible service.

My full fibre went down on Monday rang Monday afternoon squirrel internet who is my provider email them twice yesterday still no joy if or when they are coming out to fix it this had been BT probably would have been fixed the same day if not the day after

Line went dead and my provider couldn't get through to them to get a repair date, just kept getting told it would be fixed when they could get through and get an engineer booked, no info on the website about what's gone wrong either so my provider kindly agreed to wave cancellation fees and after a week of no broadband I'm setting up again with an openreach company, probably better to stay with the larger companies openreach provide if you want reliability

I work from home and my previous network provider could not provide a service that allowed me to do this effectively . I noticed that fibre heroes were putting the necessary infrastructure in my area so I made contact . I received excellent customer service from Fibre Heroes I signed up with one of their recommended providers Squirrel and couldn’t be more satisfied with both companies. I live in a rural area and am grateful for access to full fibre broadband which fibre heroes have provided this allows me to work from home and attend the office only when I need to not out of necessity to do my job.

Awful. Network is constantly down. No comms, ISP reseller is useless. No ETA for fixes. Super unreliable.

Stick with FTTC with your current provider. Can't be worse than this.

Do not follow through with written promises not to be trusted!
Why do i say that well it’s all about the local installation and promises made, first they sent a letter asking to send a suggested change for pole locations and reasons why behind that. Giving a 28 day window. Obviously, a Pole was due to me erected outside my house and knowing there is existing duct work containing cables running in the street it was obvious they were only going to erect a pole due the cost required to repair old ducts. However, I suggested the pole was moved as I already have to suffer a street light outside my property and to suffer the monstrosity of one of these poles as well I asked it to be relocated.
After on 14 days the pole was erected so no 28 day as dictated in their letter 1st lie. I recontacted them as the erected pole was in an even worse position and some 4m from the original location and even more of an eyesore smack bang in the middle of my window, it will also suffer from trees on my property effecting their cabling in the future when they supply houses. They eventually said field operatives would visit site to see what could be done and would contact me regarding this, 2nd lie they did turn up but never contacted me.
They said the pole was in the wrong position and could see the justification in me wanting it moved, they said leave it with me and it will be a couple of weeks it will be moved 3rd lie.
New markings were placed where it was to be moved but months went and no move, I repeatedly contacted the pole team, with one reply saying its should have been moved their exact wording
“This should have been completed, I am now looking into it for you as a matter of urgency.”
4th lie
I repeatedly tried to progress this but had no correspondence from the pole team.
I tried another avenue of communication and through enquiries and had a really pleasant understanding chap, unfortunately after he tried to chase it seems it will not be moved.
It’s obvious it’s because they will have to spend money doing it, so the company tries to appear like it listens but it does not and repeatedly lies so if they do this now at the build stage imaging what they will be like regarding supply and any future issues. I will avoid this company for they certainly have not won my heart and mind having already told 4 lies before they even provide service.

Full Fibre spent weeks/months preparing bends into existing Openreach ducting to the existing poles down Pinfold Close, Tutbury even leaving the blue draw ropes in their prepared duct routes.

I’m a customer via their reseller IDnet and Full Fibre seem hell bent on trying to get this review taken down (if only they spent as much time pulling fibre into ducts…)

All great though they opted to finish the backhaul job all overhead additional to two lovely 63 meter overheads that follow down the close over the top of much of the road due to old ducts being direct buried linked between two manhole covers, the last post at the bottom of the close is linked to a duct and they pulled a blue draw rope in. Fair enough if the first overhead hop can’t be done because of direct bury but the short second overhead hop from the 3rd pole to the final 4th could have been done using the duct.

Fibre Heroes idea of a hero is spiderman equipped with a reel of single mode fibre minus a cobra to sprawl his fibre web down a duct… the service is great and thought little guidance was needed with the sub contractor CASS who install to my customer premises.

I explained that there was a route we could avoid a lengthy external drop running down the front of the premises and a hole already through the wall and also a location within garage which splicebox could be installed along with the ONT directly beside it as all the router and switch are in our garage and a this links to wireless access points located around the house (I have a 10Gb multi mode fibre network installed within my home and to the office at the bottom of my garden).

As for the resellers keep knocking on my door… it might be a suggestion Full Fibre/Fibre Heroes to send them on a course how to identify a property already connected to a CBT!

So far 2 have no idea and there are only 3 of us connected down our close (I was first to be connected). One was BeFibre and the other from fresh fibre. Neither could identify a property already connected 🙄

The initial marketing A5 postcard sent out was okay but it didn’t really sell the what was on offer with just headliner cheap deals and it didn’t scream “we offer 1000Mbps up and down services and why it’s better than your old FTTC” many people still seem to trust the long established competitors and from what neighbours said to me was more along the lines of “who are these internet people or what is this and they seemed confused as the marketing postcard didn’t really explain”.

BeFibre is a separate sales arm and brand of Full Fibre/Fibre Heroes so this should be made clearer (the same way everyone knows BT/EE is powered by Openreach infrastructure) there needs to be more screaming from the tops of the telegraph poles what is on offer… if you really want to fend off Openreach maybe advise that the old copper lines can be taken down by Openreach if requested and (after all the copper lines need to go and everyone move to VoIP anyway!)

This a review, not of the complete end to end service, but really for a very helpful and professional chap called Jake who called me up from the telesales team to inform me that my property was ready to be hooked up to full fibre. (I must have been in a good mood to answer my phone from an unknown number)

Jake then listened patiently as I told him about my rubbish experience with Gigaclear, and then offered me some information about the great providers that Fibre Heroes work with, going through some of the different plans with me.

I didn't feel like I was having anything other than a good natter, which is why promptly after ending the call I cancelled my order with Gigaclear (been waiting a year for installation) and hooked up a phenomenal deal with Be-Fibre.

I will update my experience once I'm up and running. But for now, it's a big shout out to Jake who has one of the hardest gigs going, but takes each call in his stride and delivers excellent service levels. Thank you.

I live on a lovely housing estate in Stourport on Severn. There is a covenant in place for our estate from when the estate was built which stated that no telegraph poles were to be erected. So until a few months ago there were none. This was one of the reasons why we purchased our property 15 years ago.

The residents were informed by letter that telegraph poles were being erected by Fibre Heroes, and that it was a fait accompli, as the Government had given them licence not to need planning permission, hence not having to deal with local councils.

There have been meetings, and promises made to halt works, but Fibre Heroes lied and started to erect poles anyway. Something which the local residents managed to stop, albeit having to suffer verbal abuse from the subcontracted employees from Ledbury poles.

Even if there are zero residents that want the poles, Fibre Heroes still intend to install them. Where is the sense in that?

If this company get their own way, they will destroy the beauty of our little town, something that they are intent to do in other Worcestershire towns and villages, Broadway for example are being forced to fight this company too.

Thankfully we have our local MP on side ready to fight our corner.

We don’t want poles, we want moles.

****Addition

Thank you Fibre Heroes for your reply, however I refute your claim that my review is not relevant to your service. The letter that I received from your company dated 15th August 2023 automatically and unwillingly made me a customer. This leads me to believe that I have every right to comment on your service thus far.

I would like to say thank you to David and Wayne. They came to my business property and went above and beyond, very helpful indeed. 10/10 lads. Thanks again.