Fibre Heroes Reviews 99

Perfect, on time, polite & very professional install.
System works fab. Many thanks.

I’m am so pleasantly surprised by the service from Fibre Hero’s! From the men who came to install the outside cabling to the men fitting the box in my house all workers were polite, respectful, professional and friendly! Dave/David and Jon did the final installation and they were both fantastic! Automatically removing their shoes before entering the house and being so kind to my blind Cockapoo who LOVED them! They informed me of timescales and a technical glitch that was being fixed down the road. They even came back several times to update me on progress.
Also the installation day I had thought was the day after, but they persisted knocking the door until I was back home so they could do it whilst they were in the area, they then returned later to finish it all off!
Just brilliant! Oh and the internet speed is brilliant!

Who actually are these people? Is it BT in disguise?
I’ve been sent a personalised advert that’s okay but looks weird..

Dave was great. Friendly and quick. Highly recommended.

I live in Malvern, where Fibre Heroes are currently rolling out their Full Fibre network. Our road has underground ducts, and had not yet been connected to the network. I got in touch with Fibre Heroes, who sent one of their Managers out to see what could be done. ( Adam ). Four weeks later, I am getting 470Mbps with ID Net ( also great service ), where I was previously only getting 18Mbps with BT. Great company and highly recommended.

Dave and Umar were extraordinarily helpful, very polite and hardworking in the heat today. I have no hesitation in recommending this team to set up your fiber to your house.

Paul and Dave are the team that get things DONE! After two failed attempts due to blocking off the road and access to fit my fibre broadband I was slightly sceptical when I was told that it would happen a third time. Paul then contacted me to say he'd be out at 05:00 to do the install outside my property and then come back at 08:00 to do the inside. This is nearly what happened, apart from as we were up and about they finished it all off in one hit. Excellent job even with my demanding placement of the access point. It's very refreshing to have people who want to get on and do something. I couldn't recommend these two highly enough.

Excellent service, would highly recommend.
Andy, Wayne & Dan went above and beyond.

Very happy with the installation process. The engineer was very professional and kept me updated during the install and was able to answer of my questions I fired towards him.

There are a couple of issues with CBT which were resolved really quickly.

One on the senior engineers re-visited the property as a followup, which seemed to be a very nice gesture.

Full Fibre have recently installed one of their infrastructure poles at the end of our driveway such that the pole has materially reduced the splay visibility distance down the hill when trying to join the very busy A38 near Droitwich. This now makes joining the A38 ( link road to Junc5, M5) even more dangerous due to the high volume of traffic travelling at speeds in excel of 60mph. There response to the concerns raised by me on behalf of the residents that use this drive access is as follows:

Email extract received from Ledbury Poles ( AKA Full Fibre)
Hi Mike,

Thank you for your email and appreciate your frustrations.

However, as stated previously, we have had a supervisor attend site, our HSE manager has seen the location, and the co-ordinates were sent to the local planning authority. All parties have agreed to the current pole location.

Many thanks, Phil"

All parties have NOT agreed the location, and ironically those that haven't, namely the residents are the very same people that Full Fibre are wanting to use their service.

Clearly Full Fibre and their CEO Oliver Helm are putting commercial gain ahead of consumer road safety.

Updated 16 May 2023:
I response to the reply posted by FullFibre, please explain what is meant by:
" We will be taking some more time this week to survey the pole and ensure it is in the least imposing position for where it needs to be".

Who is carrying out the survey and when are they intending to visit site?
Against what qualitative and quantitive measures is this survey being measured?
If by saying that the purpose of the survey is to "determine where it can be moved too" then it need to be set further back into the verge so as to not restrict the splay visibility distance down the hill from our drive access. If that's not possible, then a new site should be found that doesn't impact driver and residences safety. It really is very simple.

I had full fibre through IDNET installed Friday 5th of May via Fibre Heroes and, whilst I can appreciate that there's been a bank holiday in between, I'm sat here now on the 11th with my previous ISP disconnecting their service. The FH installer said that they simply needed to patch in the other end of the fibre and it would likely take a day. I have no idea, and more importantly neither do IDNET, as to when I'll be receiving my service from them as Fibre Heroes simply signed the job off and scarpered. And yet on the IDNET portal everything is classed as "LIVE", well it's not and they've now confirmed as much.

After a few days of chasing it turned out that the Fibre Heroes engineers had completely missed cabling the road into the hub at the far end, meaning anyone having an install would be permanently without fibre, ie ME, until someone believed them that there was a broader issue. It took so many calls an emails to get this escalated.

Honestly, I went with these guys based on the reviews, I can only assume there's been a bit of massaging going on! Should have waited for Openreach.

Following a discussion with both Fibre Heroes and Be Fibre, I can confirm that they have honoured the deal that was advertised. Following that I can confirm that they have installed the new FFTTP and everything is working great. The only downside is that with Be Fibre they do not offer a Phone Line with this offer. I suppose it is a sentimental pull after having a phone line for the last 50 years, but I'm managing.

So thank you to all who have worked hard to make things happen. You may wonder why it has gone from 1* to 4* (5*will come when I get my Amazon Reward)
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Had an offer from Fibre Heroes for a £50 Amazon Voucher. I tried to sign up through their offer email and it would not connect, saying that someone from BeFibre would be in touch, but they do not work weekends. Had discussion with Be Fibre, who knew nothing about it, despite being sent a copy of the offer email.
Tried to complain to Fibre Heroes and not a response.
Poor communications and an offer they do not intend to honour!
Shame I will have to sign back up to a crappy deal.

Customer Services from both Fibre Heroes and Bee Fibre have been in touch and hopefully sorted things. Fibre Heroes have honoured the Amazon deal.
Just awaiting installation.

Hope to complete the review and possibly add some star when completed.

Had Full Fibre installed this Friday by Steve Rhodes from Full Fibre. Arrived promptly and installed in about and hour and a half. As I was the first in the street to go Full Fibre there was some cabinet work required that Stephen arranged for another engineer to come and attend to while he worked away on my install. Before drilling asked if I had any pets that might be disturbed and cleaned up after himself. Explained what equipment he was installing, how it worked and how long it would take to initialize on the network. All in all, a very professional, knowledgable and courteous young man. 5 stars.

I have 2 appointments fall though now. First one was with squirrel. I waited in for my 4 hour slot and no one showed up. As there was no communication at all from squirrel I rang up and was told it was no ones fault but they booked it, but the installer had no booking. They were happy to make wait another 2 weeks for a second attempt. I rejected this offer, as a new supplier their communication should be much better when they are trying to get new business. I went with a second provider OCTAPLUS. Not much better there either, received 2 emails telling me how much I would be charged if I was not at the property during the 4 hour slot. I thought I would not get caught again so rang up the day before to ensure the installation was going ahead, only to find out the same issue again. Nothing properly booked at the installation end. I could hear who they were calling in the background, trying find out what was happening "FIBRE HEROS" I can tell you now, they are no HEROS. Its pot luck what sort of service you get overall. I dont believe Squirrel or OCTAPLUS were at fault.

Had an issue less than a week after installation, phoned Link broadband who were very unhelpful and poor customer service blaming full fibre for the issue. Link eventually requested and engineers visit, Dave arrived and sorted the issue quickly so great service from full fibre poor from link.

Full Fibre Zeros
This looked so promising and certainly more cost effective than BT but.. Following our order we waited the 15 days for our confirmed installation date on Tuesday 28/3, having given our current provider notice. A single engineer arrived and told us that that he couldn't do the full installation as it was a 2 man job. Why was this not anticipated or checked beforehand? The cable has to come across the road from the telegraph pole directly opposite. He only installed the internal parts required. He was not able to say when the job would be completed? Since that time we have heard nothing from FFH and it is nigh on impossible to contact them. No matter which option you ring it just cuts out and disconnects. So we contacted our chosen partner ISP who, although helpful, are equally unable to give us a date for this job to be completed - only confirming that this won't be in the next week! Are we the first house in the land where a cable has to come across a road? The engineer told us that the cabling to the pole would be a 10 minute job so presumably it can't be that difficult to do? And, why did it take 3 engineers over 2 hours to look at the pole on the prior Friday lunchtime ?
So be careful not to fall for the glossy marketing - customer service, planning and scheduling are not particular strengths on the part of this company. An extremely disappointing experience and pretty soon we're going to be without broadband. We're the first property in our area to opt for fibre and our neighbours are already enquiring about our experience and feel, not suprisingly, reluctant to change their providers

Great job on installing the new fibre line into my home today from Chris & Dave. They were proffesional, courteous and had good banter!. Thanks again guys you are true Fibre Hero's!.

Unprofessional lame service, new poles were erected to provide our area with fibre, I cancelled my broadband booked an install and all was rosy….. I booked an install day, booked the day off work when it was confirmed, then it turned to a nightmare, a week later got an email with a different install day, so had to change my day off work, the router was delivered to the wrong address, I booked a time slot between 8am and 12pm, they rocked up at 3pm then said it can’t be installed, it needs to go underground, the pole is about 10yrds from my property, I was looking at a lengthy wait for that work to be completed so after paying cancellation fees to sky I have now cancelled the fibre and gone back to reliable sky, I now have a 2 week waiting period with no internet service and am out of pocket, thanks fibre heroes ….. for nothing.

Great experience with fibre heroes. Installation was hassle free and quick. Only issue is link broadband haven’t sent our router out in time so can’t actually connect to the internet yet. But that’s not fibre heroes fault.

Excellent service, job done quickly by friendly and helpful staff. Thanks Dave!