Fibrehop Reviews 

No internet for 4 days now. No help from Fibrehop. They keep telling us it is the router. Apparently, they were taken over by Zen on 1st September when our problems started. They are now telling us to contact Zen and report the problem. We will be leaving!

Would like to leave no stars, no Internet for 7 hours, promised an update, had nothing, called 3 times and told its been passed to second line and they can't do anything, will be leaving as soon as possible

Waste of time emailed them twice over 3 months about switching broadband not 1 single reply Avoid

me and our housemates so far are so happy about them. they have such a good costumer service. they are friendly and helpful. and they are incredibly cheap!! fibre city is real

The installation process was straightforward. My cable to my top floor flat was done overhead from the nearest telephone pole, so there was no digging involved and only took 45 minutes to set everything up.

I got the 160Mb/s package and it is more than adequate for 4K HDR programmes and videos without buffering or dropping down to lower resolutions. There is a very noticeable difference from 4K HDR to normal HD1080 if your devices supports 4K HDR.

Latency is 24-30ms through wifi and 9ms through ethernet cable, the latter which should be good for multiplayer online gaming. I've not noticed any slow periods where buffering occurs.

The staff at Fibrehop seem to be responsive and helpful. So far, I'm pleased with Fibrehop and amazed at 4K HDR, which it seems normal cable can't cope without buffering often.

Twice the broadband has dropped for more than a day (appreciate CityFibre are responsible for the network, but I pay Fibrehop for the service). Regular hiccups with the network that kick any devices off (not good if you are gaming online). Status page very slow to report any issues. Promised refund that was never followed through - been over a month and nothing.

There were an issue yesterday one of the fibre cable stopped working yesterday, and in our area there were no internet. During that time an interesting thing happened, what I didn't experience before by any other service provider: the communication: on their website shows real time status update about what's happening with the connection exactly and really that happened exactly. This is what usually providers promise, but never happens. However this company is absolutely reliable even if they can not provide internet. They've used temporary solution to give me back connection in one hour, which was slower and in most cases terrible.. :D but it was an acceptable connection at that time, so I could continue my work so thank you guys. After one day, I got back the full internet speed, they've already fixed the problem fully.
This is my third review and overall I can say, I am still happy I've chosen fibrehop. Reliable speed with acceptable price and really perfect communication. Keep going!

Brilliant service right from the start! I’ve been with Fibrehop for just over a year and the service has been incredible. Really fast connection and it was very easy to get installed. Was hoping to bring them over to my new property but it isn’t available yet unfortunately

Been with Fibrehop for over a year. Really happy with their broadband service as well as the best Customer Service. I'm working from home and even on the Fibrehop light I've almost never experienced any issues. Once I did have slower connection on my phone while it all worked fine on the PC and TV so I just emailed CS and they promptly resolved the issue. I also love the fact the contract is only 12 months and then it automatically switches to monthly rolling so it gives you more flexibility. Also We're moving home this month and we wanted to continue using Fibrehop and Helen from the CS team was brilliant, promptly responding and even waived the set-up cost at our new address. Fantastic overall *****

Very good experience so far. Checked to see that everything was working ok. Easy to contact when there are are questions (unlike Virginmedia ). Helen was extremely helpful.

Texting directly has been a life saver. Install was quick and clean within an hour. No issues and highly recommend their customer service and the internet has been phenomenal. Pleased as punch 😀

Outstanding ISP who I will sadly miss when I move onto my new home where the landlord won't let me give access..

Been with FH from the outset when they started in Milton Keynes and Helen, (CX Manager) and Paul (CEO) have been outstanding from the start. Customer service and Comms is where they excelled at , particularly when there were outages, and really set them apart from the larger established ISPs.

Recommend wholeheartedly!

What made my experience great, is the customer service representative. Helen has been in constant contact with me since my official enquiry and has dealt with me diligently, and sorted out any queries that I might have had. Helen is a credit to Fibrehop and has also sorted out my internet speeds and made sure that everything is optimized and to my satisfaction. WELL DONE!! Helen 👏🏿👏🏿👏🏿👏🏿

Thank you for a great service ! We do get (almost ) full Giga Bit service.

Its time for a contract review - and there are cheaper options locally.

That said the service speed and reliability we have from Fibrehop means we shall stay.

In the word of hopeless broadband providers Fibrehop stands out - never a problem with service, never a problem with help if you need it - just super. From the initial enquiry though a very efficient and effective installation team - tidy and exactly where we wanted - right up to the device we have never had a problem.

Thank you.

A great service at a great price with no restrictions. Highly recommended

Helen has been a fantastic help all throughout the onboarding process and after care once my service went live.

She has been nothing but helpful and always delivered a quick response to questions.

Excellent customer service from Helen rearranging my installation when there was an issue getting the fibre connection to my property.
Since go live the service has been rock solid although I've had to buy a WiFi access point as the router is a bit weak.
Can't fault FibreHop's service at all though

Much like the other review, having massive issues recently. Multiple significant outages blamed on 'upstream carriers' (who needs resilience?) and constant drop outs (my ping monitor has 10-20 a day, sometimes for as much as 5 minutes). Never used to be this bad, been a customer for over a year and it was excellent originally, gone rapidly downhill in the last few months.

If you have latency requirements also avoid, the base latency even when close to London is pushing 20ms.

Due to several power outages over two days our broadband connect was not working. I contacted the Fibrehop team and they were brilliant, providing me with step by step instructions on how to reboot (including how to if the router) and when that did not work an engineer was dispatched. The engineer was excellent and had my broadband up and running quickly. Thank you so much Fibrehop team, top rate service

I’ve used Fibrehop for just over 2 years. The experience has been excellent with fast speeds and good information on the small number of occasions when there has been downtime. Very good value and when I had a router problem this week I had excellent support from Fibrehop’s Helen. I strongly recommend them, certainly in Milton Keynes.