Fibre Heroes Reviews 99

I can't believe it happened or rather didn't happen. Signed up in July with Squirrel (who have been OK) after leaflet drop. Thought "there's a pole one door away if they won't do underground". Still no date for installation so had to cancel as existing contract ends. Three months and no delivery date and their website still says my house is ready for connection. Just have to wait for OpenReach.

Turns out fibre cable broken by another installer actually in the underground Box in the footpath. Dave and Wayne two fantastic blokes found the fault removed broken cable and installed a new all in the pouring rain and still had a smile on their faces and were very polite, don't know about Fibre Heroes that should be super heroes with their masks and capes on and their pants on top of the trousers. Thanks for getting me back on line can't fault them or the original guys who installed the system, well done FIBRE HEROES.

This is my 2nd review of Fibre Heroes following a post installation issue. It's only when there is an problem, that you discover whether a company's Customer Support is good or bad. Soon after my new fibre cable was installed, my neighbour informed me that the new line from a telegraph pole at the back of his house, running over his garden to my house was touching the corner of his roof/guttering. I could see that he was right - the branches of a tree had snagged on it and pushed it over very, very close to his roof. I phoned Fibre Heroes. They answered quickly and their Manager David arrived at my home within the hour. He could see the problem and arranged to return with a vehicle with a hydraulic platform the next morning, trim the offending tree branch and tighten the cable. He and his engineer Wayne arrived at 8am next day as promised but after cutting a branch off the tree and tightening the cable, it became clear that the attachment point on my house would need moving to provide better clearance past my neighbour's roof. This was going to require replacing the new fibre cable with a longer one and, and re-connecting it at the pole and in my home. Basically they needed to completely re-do all the work they'd already done. They were busy with pre-booked installations for the rest of that week, but arranged to come back the following Saturday. They arrived at 8:30, disconnected and removed the fibre optical cable installed previously, and installed a longer cable to a new eye bolt further over on my house. David was very friendly. He spoke to me on each visit to make sure I understood exactly exactly what they were gong to do and when, and he and Uri completed the cable replacement very quickly.
Excellent Customer Support and management of the issue at every stage, resolved the problem fast. I can't fault them!

Booked FTTP, first attempt at installation failed due to an unknown collapsed duct. Their civils team attended shortly after to repair, engineers returned the next day and completed the installation.
Routed the fibre to suit our building, explained everything fully and made helpful suggestions. Professional workers, left the job neat and tidy.
Many thanks to Dave and John - professional, knowledgeable, friendly.

No one wanted fibre but they put up 10m high telegraph poles in front of peoples windows in upper tean before their warming period had elapsed, cowboys.

Fibre Heroes have been assuring me for weeks that the infrastructure is now in place and I can book an installation with one of their “partners”. After a couple of weeks I eventually received confirmation from Direct that they could indeed supply my premises

I was given a live date and promised a new router etc etc and they have even taken the first months payment

Guess what? There is no way for them to connect my hoist to the fibre that has been laid by Fibre Heroes which is at a junction several yards away, my existing BT cable is buried armoured cable not in ducting, there’s no overhead poles in the area and they will have to lift the road & paving.

Their response “take it up with the company you have booked with”. Not good, they have claimed the installation is ready yet it is far from ready, they have not replied to the requests from Direct as to what has happened and why they haven’t finished the job they claimed to have done.

No customer service, no explanation just being blanked now.

They are promoting/ selling a product which they have not installed, my only idea from here is OFCOM

ABSOLUTELY TERRIBLE, not recommended at all. Avoid at all costs

Fibre heros sent out letters saying that there would be a 28 day consultation period about the erection of their eyesore poles in our area. Less than two weeks into the consultation period notices were fixed to the lampposts saying that the installation of the poles would be going ahead. This doesn't bode well for how trustworthy this company will be when they impose their ugly system on us. I find it difficult to understand how this company is forcing these poles to spoil the visual amenities of our town. Many people have been made to believe that this company has right of access to your property to install their wires however this is only a rumour, I don't know who has spread it but according to FH themselves they will only install wires to your house if you request a service from them. The following is taken from their website.
"Ultimately, fibre will only be connected to any property if the resident or future occupants request a service. There are instances when overhead wires may pass over one property to reach a neighbouring property that has ordered a fibre service. This is relatively rare, but if it is the case at a property, it will be not lower than the legal minimum height of 3.7m."
They are riding roughshod over their potential customers using a loophole in the law to force their eyesores and unnecessary service where we already have underground services to our properties.

On the 22nd August a CASS engineer, a contractor for Fibre Heroes installed the fibre cable to our house. I asked the engineer if he could install the new cable using the same route as the existing BT cable and he agreed.
I only checked the next morning and I was very disappointed in the outside installation.
If he had put the junction box on the side of the house and run the fibre cable just underneath or above the existing cable it would have looked a lot neater. The cable crossed over the existing BT cable.
After I complained the engineer returned yesterday and moved the cable and the junction box but he did not remove the cable clips. I have now removed them.
The engineers parting comment was 'I should have done it that way before'.

Absolutely superb experience today with Dave and Wayne. Polite efficient and experts in what they did. Can't sing their praises high enough. Lovely blokes to boot too! Made the morning a pleasurable experience.

So this company starting digging right outside my house which was noisy but during the day ok but then night time comes it is now 2248 and there has been a tipper truck picking up the rubble for the last 25mins with shouting and banging when I am trying to sleep as up at 0400. I shall be raising a complaint with the council and I am on the verge of calling the police this is not acceptable and stuff the fibre I will never use and heroes they are not

So it has now been two weeks since my last review and installation of a full-fibre line by Fibre Heroes. I still have not been able to use the service with BeFibre due to the unreliability of the line. BeFibre has given great customer support and has said that there is an issue with the line, but Fibre Heroes just keeps on letting us down.

After initially trying to say everything was fine with the line even though I'm on a 900mbps line and was sometimes getting speeds as low as 5mbps. They then agreed something was wrong and that an engineer would be sent out. It has now been three times an engineer has been booked to come and replace my ONT box and repair my line, it has also been three times no one has turned up. Today (15th August 2023) is the fourth time but I haven't got my hopes up.

So far the service I have been given by Fibre Heroes is forgetting to patch my line in for the engineer on the installation day, poor to rude customer service, unreliable internet to the point I can't use it and failure to turn up. I am very unhappy and after two weeks I'm finding it all completely unacceptable.

I did get a reply to my first review but there was no apology for the rudeness of the customer service agent I spoke to on the phone or acknowledgement of my complaint. I have also still not had any email response to my complaint. It was just a very generic reply and I believe Fibre Heroes didn't really read my review.

At this moment in time, I can't see how my opinion of Fibre Heroes can improve after the service I have received and all I can say to any potential customer is, DO NOT go on a Fibre Heroes network unless you have no other choice. For all the companies using the Fibre Heroes network like BeFibre I would suggest looking at another provider like Open Reach. I'm not saying Open Reach are perfect and without problems but in my personal experience, it's never been as bad as my experience with Fibre Heroes.

Saying all that there is still a bit of hope that Fibre Heroes will eventually turn up and repair my line and everything will be how it should be. But only time will tell and this will have to be the last chance I give them before cancelling my contract.

Had 2 blokes Dave and Wayne, they were fantastic. Turned up on time completed the work fast informing me of every stage, helped with the setup process and stayed until the work I had to carry out was complete. Couldn't be happier!

Wayne Brookes came on the Tuesday early morning and was a delight to meet. He went above and beyond to make sure the broadband was installed correctly and to my specifications. Very hard working and deserves a raise for customer satisfaction he delivered.

Got Fibre installed at my new house in Shrewsbury by two top guys, Dave and Wayne. Got the job done in under an hour, kept the place clean and were a good laugh too.

I don’t even know where to start, because of the rural area of Buxton I live before Full Fibre hero’s came to the rescue I was getting at most 14mbps download !! After 8 months of trying and many complications with blocked ducts/ collapsed ducts missing ducts and no access to properties, finally today I am getting 1000mbps !!
This would not have been possible without the hard work and determination from Andrew Langley !! He really is a credit to the company. Not once did he lie and beat around the bush, he’s been open and honest keeping me up to date with everything. I really wish all company’s were like this one. With all the hassle and issues he’s had to deal with getting me to where I am today he deserves a medal and a gold star !

I really hope management see this review and Andrew Langley gets the pat on the back he truly deserves, I cannot put into words how truly grateful I am of all his determination to get me running on fibre broadband. I’m actually going to miss our weekly phone call !

Full fibre hero’s…. You really are our hero’s !!

Many thanks again
Joshua H - “The nightmare Buxton Job”

Excellent service! Dave and Wayne were very polite, very tidy, left no mess and talked me through the work they had done.

So helpful, friendly and efficient. Our house is grade 2 listed and the team were really good at helping ensure that the installation was completed whilst regarding the limitations of working on a listed building.
A very good experience.

The two installation engineers (Dave and Wayne) were very friendly and helpful. They explained options and routing of cables clearly and were very clean and tidy. They arrived early and were ready and waiting for the installation time. Very swift and efficient install and working perfectly. They explained the router would be sent when they recorded the job as completed. The router arrived early the following day and works as it should. Excellent service.

Engineers were very polite and helpful throughout their visits.
Had some trouble with the fibre properly connecting, but Dave was very helpful and sorted it out that evening, so super happy with the help and connection they sorted!

Unfortunately i do not remember the engineers name so i do apologies, but he was a very kind fella and extremely polite.

I showed him where I wanted the the fibre installing and he said no problem! he was very quick with the install and did a very good job and was very tidy.

the fibre broadband being provided from BeFibre is very fast and is such an upgrade over VDSL, i couldn't recommend it enough and if you happen to be in a Fibre Heroes area make the move as you won't be disappointed!