Communication wass really good very easy to speak with people.
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Review summary
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What people talk about most
Reviews shaping this summary
After emailing Fresh Fibre about a fault with my broadband, within 10 minutes I received a phone call from a lovely pilot and professional lady named Asmae. She was very helpful and talked me through... See more
Company replied
My internet had gone down so I rang customer support. Ibrahim answered within 2 rings and proceeded with patience with me to get my internet back up and running. I needed to reconfigure my router and... See more
Company replied
Had an issue with the original installation., contacted fresh fibre who arranged an engineer visit to correct the issue. Engineer arrived on time and attempted two options to resolve the problem. Fi... See more
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Company details
About Fresh Fibre
Written by the company
Fresh Fibre - Superfast Broadband
At Fresh we are dedicated to full fibre & full fibre only. The best of the best!
Our ultra-reliable network allows for downtimes of less than 0.01%
All of our broadband gurus are UK based industry experts, working at hours that suit you, making sure you never miss out on making the most of your broadband.
Our state of the art routers come as standard with no subscription needed. When paired with Fresh range extenders, they will give you a total home WiFi mesh system. No more deadspots!
Our packages are designed to stretch what you can get out of us, not what we can get out of you.
Including no ‘in contract’ price rises. Ever!
Isn’t that refreshing?
At Fresh we are dedicated to full fibre & full fibre only. The best of the best!
Our ultra-reliable network allows for downtimes of less than 0.01%
All of our broadband gurus are UK based industry experts, working at hours that suit you, making sure you never miss out on making the most of your broadband.
Our state of the art routers come as standard with no subscription needed. When paired with Fresh range extenders, they will give you a total home WiFi mesh system. No more deadspots!
Our packages are designed to stretch what you can get out of us, not what we can get out of you.
Including no ‘in contract’ price rises. Ever!
Isn’t that refreshing?
Contact info
2nd Floor, 3-5 St Pauls Square, B3 1QU, Birmingham, B3 1QU, United Kingdom
- 0121 732 9490
- hello@freshfibre.co.uk
- freshfibre.co.uk
4.3
Excellent
418 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 66% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
the experience was a good one
the experience was a good one and they were informative and answer all my questions. They were very knowledgeable.
May 2, 2024
Reply from Fresh Fibre
Hi Sue,
Thank you so much for taking the time to share your experience. We're delighted to hear that it was a good one and that our team was able to provide you with informative answers and demonstrate their knowledge effectively.
Ensuring that our customers feel confident and well-informed is a priority for us, and it's great to know we've met your expectations. If you have any more questions or need further assistance in the future, please remember that we're just an email or call away.
Thank you again for choosing us, and we hope to continue providing you with excellent service.
Polite an knowledgable staff who were…
Polite an knowledgable staff who were polite and courteous without once sounding condescending.
May 2, 2024
Reply from Fresh Fibre
Hi Martin,
Thank you for taking the time to leave such a positive review. We're really pleased to hear that you found our staff to be polite, knowledgeable, and courteous. It's important to us that we provide information in a way that is respectful and easy to understand, and we're glad that our team communicated effectively without being condescending.
Feedback like yours is incredibly encouraging and motivates us to continue providing excellent service. If there's anything more we can do for you or any further information you require, please don't hesitate to reach out.
Thank you for choosing us, and we look forward to serving you again in the future.
Non existent customer service
Was supposed to receive installation today. Called to be informed that my account had been cancelled a week ago, without any correspondence.
Now I'm down a days holiday from work and without internet till I can get someone else in to install
May 1, 2024
Unprompted review
Reply from Fresh Fibre
Hi Ellis,
Thank you for your feedback, and we sincerely apologise for the inconvenience you experienced with the cancellation of your installation. We understand the significant impact of taking a day off and the disappointment of not having the expected service installed.
The requirement for property owner permission necessitated a longer agreement process, which, regrettably, led to the cancellation of your account. We acknowledge that this should have been communicated more effectively, and we are actively working to improve our communication protocols to prevent such issues in the future.
We are committed to resolving these types of issues promptly and effectively. Although we were unable to proceed with your installation as planned, we are here to assist should there be any future opportunities to serve you or address any remaining concerns.
Thank you for your understanding and patience as we continue to enhance our customer service experience.
Speedy and polite
Speedy and polite, no pressure to sign up, simple communication of the facts.
April 30, 2024
Reply from Fresh Fibre
Hi Sarah,
Thank you for your kind words about your recent interaction with our team. We're thrilled to hear that you found the service both speedy and polite, with straightforward communication and no pressure to commit. It's crucial to us that our customers feel comfortable and well-informed during every interaction.
Your feedback is invaluable as it helps us maintain the high standards we set for customer interactions. If you have any further questions or need additional information, please feel free to reach out. We're here to help in any way we can.
Thank you for considering us, and we hope to welcome you to the Fresh Fibre family soon!
Daniel was very easy to talk to and he…
Daniel was very easy to talk to and he knew his stuff.
April 30, 2024
Reply from Fresh Fibre
Hi Mr. Hutchinson,
Thank you for sharing your positive experience with Daniel. We're delighted to hear that you found him easy to talk to and knowledgeable about our services. Daniel is a valued member of our team, and feedback like yours reinforces the training and expertise we emphasise with all our staff.
If you have any more questions or need further assistance, please don't hesitate to reach out. We're here to ensure that your experience continues to be excellent.
Thank you for choosing us, and we look forward to assisting you in the future.
Not got it installed
Will update after 2 months. Let's hope there as good as thay think
April 23, 2024
Reply from Fresh Fibre
Hi there,
Thank you for sharing your anticipation for your upcoming installation with us. We are committed to living up to your expectations and are excited for you to experience the quality of service we strive to deliver.
Please rest assured, our team will do everything to ensure your installation process is smooth and that you enjoy the high standards we hold ourselves to. We look forward to your update in two months and are here for any questions you might have in the meantime.
Thank you for choosing us, and we hope to impress!
Not a great start
Ive signed up, had the installation and received my router and have no Internet at all. Money has been taken for a service I'm not receiving. My smart TV doesn't work without WiFi so I've been without that for 3 days and I'm using all my phones data. The customer service team are nice and polite but that is little consolation. Not a good start, so think twice. Update they've sorted out the problem and it seems to be going ok. Mayby they just need to have engineer's working weekends as well.
April 29, 2024
Unprompted review
Reply from Fresh Fibre
Hi Christopher,
Thank you for updating your review and sharing your experience with us. We sincerely apologise for the initial issues you encountered with your internet service after installation. We understand how disruptive this can be, especially when it affects your daily life and usage of essential devices like your smart TV.
We are glad to hear that the issue has been resolved, and we appreciate your suggestion about having engineers available on weekends. This is certainly something we will consider to improve our service availability and responsiveness.
Our goal is to provide reliable and effective service to all our customers, and feedback like yours is invaluable as it helps us identify areas where we can do better. Please rest assured that we are continuously working on improving our processes and customer service to prevent such issues from happening in the future.
Thank you for your patience and understanding throughout this situation. If you experience any other issues or have further suggestions, please do not hesitate to reach out. We are here to help and ensure your satisfaction with our services.
Fantastic knowledgeable polite
Extremely professional friendly gentlemen, thoroughly explained everything. Identification provided, any questions answered.
April 27, 2024
Reply from Fresh Fibre
Hi Heather,
Thank you for your wonderful review! We’re thrilled to hear that our team members were not only professional and friendly but also knowledgeable and thorough in their explanations. Providing clear identification and addressing all your questions is part of our commitment to ensuring you feel confident and well-informed about our services.
Your feedback is incredibly valuable to us, and we're glad to have met your expectations. We aim to continue delivering this level of service and support.
Thank you for choosing us, and if you have any more questions or need further assistance, please don’t hesitate to reach out. We're here to help!
He was very polite
He was very polite, professional & made me feel at ease without any pressure.
April 27, 2024
Reply from Fresh Fibre
Hi Mrs. Walker,
Thank you for taking the time to share your experience with us. We're delighted to hear that our representative was able to provide you with a polite, professional, and pressure-free service. Making you feel at ease is incredibly important to us, as we strive to ensure all our interactions are as comfortable and helpful as possible.
Your feedback is greatly appreciated, and it encourages us to continue providing excellent service. If you have any further needs or questions, please do not hesitate to reach out. We are here to assist you!
Thank you for choosing Fresh Fibre, and we look forward to serving you again.
First impressions of Fresh Fibre
I unfortunately this is a long read! I have had nothing but trouble from this company.
I signed up after speaking to a lovely agent and based on first impressions I thought it would be smooth sailing, how wrong was I!
First arrangement was for installation to be on Friday 18th April. The trouble started when I received a message on the 17th April saying an engineer would visit on the 22nd April, during the period of sign up and waiting for the engineer I cancelled my current provider contract in time for fresh fibre installation. I contacted fresh fibre to be on hold first in the q for 1hr 10 mins to question why my installation date had changed. Finally got in touch with someone for them to say they they will check and then hung on me! After a heated conversation I was informed it was a mistake their end and the engineer would be out on 22nd April! Low and behold this didn’t happen and when I contacted again I was told nothing had been booked in, and the next available date was Saturday 27th April, all the while we have had no internet at home! They promised to send my router out early so it was delivered before the engineer arrives to prevent any delay with connection once the engineer has been.. Saturday 27th arrives, appointment booked for engineer visit between 8-1pm… guess what… NO ENGINEER turned up!! I am done with this company. I have reverted back to my old provider and actually got a better deal! Avoid this company if you want a smooth transition! Direct debit is cancelled and a complaint will be getting raised and they can go jump if they think they are telling me I am past my 14 day cooling off period, all these problems is down to their incompetence! Apologies for the long rant, but all the above is true and will be filed on their notes and conversations recorded with me! Word of advice if you want to build loyalty with customers make your first impressions the best they can be- because all this feels like a con!
April 27, 2024
Unprompted review
Reply from Fresh Fibre
Hi Miss Allison Greenland,
First and foremost, we are truly sorry to read about the series of unfortunate events you have experienced with us. We can only imagine how frustrating this situation must have been for you, and we deeply regret the inconvenience and disappointment caused.
It is important for us to explain that the issues you encountered with the scheduling and missed appointments were due to unforeseen circumstances with our network partners. While this is not an excuse, we want to assure you that it is not typical of our standard of service. We take full responsibility for the communication breakdown and the overall handling of your installation process.
We are currently reviewing our coordination processes with our network partners to ensure that this kind of issue does not happen again to any of our customers. Your experience has highlighted critical areas for improvement in our operations and customer communication.
Despite the difficulties you’ve faced, we would appreciate the opportunity to make things right. If there’s anything we can do to assist you further or if you are willing to reconsider your decision, we are ready to ensure that your installation and service start without any further issues.
Again, we are extremely sorry for everything that has happened and hope to have the opportunity to regain your trust.
Thank you for your candid feedback, which is invaluable in helping us improve.
Waste of time!
We signed up for Fresh Fibre via a door to door employee and were given a date for installation. We were informed at least 3 times that we would be fined £50 if we were not in on the day in question. We stayed in all day but no one turned up. We rang and they said someone had been out to check and because there were electric cables overhead, we couldn't have Fresh Fibre. No e mail to inform us of this! No £50 given to us for not turning up! Why sign us up when they couldn't fulfil???
April 25, 2024
Unprompted review
Reply from Fresh Fibre
Hi Jane,
Thank you for taking the time to provide feedback on your recent experience with Fresh Fibre. We sincerely apologise for the inconvenience and frustration caused by the missed installation appointment and the lack of communication you experienced.
After reviewing your situation, it appears that the installation issue stemmed from restrictions related to overhead electric cables, identified by our network provider during their preliminary checks. Unfortunately, this critical information was not relayed to you in a timely manner, which should have been handled much differently.
We understand the importance of clear and timely communication, and we regret that we fell short of these expectations in your case. While we rely on our network providers to determine service feasibility, we acknowledge that the coordination of this information to our customers is our responsibility.
Once again, we apologise for the inconvenience and disappointment this has caused. We are taking your feedback seriously and making necessary changes to prevent this from happening in the future.
Thank you for your patience and understanding.
The representative that came to my door…
The representative that came to my door was very professional and polite. He was enthusiastic about the company and talked me through everything thoroughly.
April 24, 2024
Reply from Fresh Fibre
Hi Chloe,
Thank you for taking the time to leave a review. We're delighted to hear that our representative left a positive impression on you during their visit and we look forward to meeting the same standards set by our representative.
Welcome to Fresh Fibre.
The people who come to your well Tom…
The people who come to your well Tom was awesome n Told me if I needed to know
April 24, 2024
Reply from Fresh Fibre
Hi Sarah,
Thank you so much for taking the time to share your positive experience with Tom! We're thrilled to hear that he was able to provide you with the support and information you needed in such an awesome manner.
At Fresh Fibre, we are committed to ensuring that all our customers receive helpful and professional service, and it's great to know that Tom lived up to these expectations.
If you have any more questions or need further assistance, please don't hesitate to reach out. We're here to help at any time!
Thank you for choosing Fresh Fibre, and we look forward to continuing to serve you with excellence.
There is two things here
There is two things here, the fibre installers were excellent. They sent me my router does not work. Helpdesk just state it’s a fibre issue. No time line on fix. I ordered two boosters nowhere to be seen. I was first in a queue for an 1 hour. Seems they have a poor back office function.
April 23, 2024
Unprompted review
Reply from Fresh Fibre
Hi Craig,
Thank you for reaching out with your feedback, and we apologise for the issues you've encountered with your router and the missing boosters, as well as the long wait times you've experienced. We aim to resolve these matters quickly and efficiently.
We had previously requested additional contact information to assist you further, but it seems we haven’t received a response yet. Could you please provide us with your full name, phone number, or any other order details you can share? This will help us locate your account and address the problems you're facing promptly.
We are here to help and want to ensure that your issues are resolved to your satisfaction as soon as possible. Your experience is important to us, and we appreciate your cooperation and patience as we work to make things right.
Thank you once again, and we look forward to hearing back from you soon.
I wouldn't bother with this company…
I wouldn't bother with this company don't waste your money, iv been with them for nearly a year can't wait to cancel my subscription. Iv had nothing but trouble, iv sent many emails to them and pictures of proof that that their service is rubbish, I could be watching something on TV and all it does is buff then I'll get a message oops something went wrong. They wanted £227 for me to get out of the contract so I'm still paying for a service that doesn't work properly.
November 16, 2023
Unprompted review
Reply from Fresh Fibre
Hi Ms Mitchell,
We're deeply sorry to hear about your dissatisfaction with our service and the challenges you've faced. It's disheartening to learn that your experience with us has not met your expectations, and we apologize for any inconvenience caused.
We understand the frustration of encountering issues with our service, especially when it affects your ability to enjoy TV content smoothly. Please know that providing reliable and high-quality service is our top priority, and we're committed to resolving any issues you're experiencing.
We apologize if there have been delays or lapses in our communication with you. Your feedback is invaluable, and we take it seriously. We want to assure you that we're actively working to improve our responsiveness to customer concerns and ensure that all queries are addressed promptly and effectively.
Regarding the early termination fee, we understand your concerns. Our aim is to provide a fair and transparent service to our customers.
We genuinely appreciate your feedback, as it helps us identify areas for improvement and make necessary changes to enhance our services. Please accept our apologies once again, and if there's anything else we can do to assist you or if you have any further concerns, please don't hesitate to reach out to us directly. We're committed to making things right and restoring your trust in our company.
No installation
No installation on the day the company promised. no reason given for it not being done and email not answered. But first payment still taken.
April 17, 2024
Reply from Fresh Fibre
Hi Henry,
We're genuinely sorry for the inconvenience you experienced regarding the delayed installation and the lack of communication from our end. This is certainly not the level of service we aim to provide, and we apologize for falling short of your expectations.
We understand the frustration of having an installation appointment missed without explanation. We assure you that this matter will be thoroughly investigated to prevent similar occurrences in the future. Additionally, we apologize for the lack of response to your email inquiry. We're committed to improving our communication channels to ensure that all customer queries are addressed promptly and efficiently.
Regarding the first payment being taken despite the installation not taking place as scheduled, we understand your concern. Rest assured, we will refund any charges associated with services not rendered. Please reach out to us directly with your account details, and we'll expedite the refund process for you.
Your feedback is invaluable to us as it helps us identify areas for improvement. We sincerely apologize for any inconvenience caused and thank you for bringing this matter to our attention. If there's anything else we can do to assist you or if you have any further concerns, please don't hesitate to reach out to us. We're committed to ensuring your satisfaction with our services.
The gentleman was very approachable and…
The gentleman was very approachable and made this whole experience so easy. He was polite and very good at his job.
April 18, 2024
Reply from Fresh Fibre
Hi,
Thank you for taking the time to leave such a positive review of your experience with our broadband services. We're thrilled to hear that our representative made the process easy and pleasant for you.
At Fresh Fibre, we take pride in our commitment to excellent customer service, and it's wonderful to know that our representative's approachability and professionalism were evident during your interaction.
We'll be sure to show your kind words to the team. Feedback like yours motivates us to continue delivering exceptional service to all our customers.
If you ever have any questions or need assistance in the future, please don't hesitate to reach out. We're here to help.
Thank you once again for choosing Fresh Fibre. We truly appreciate your support.
Absolutely rubbish please avoid
Absolutely rubbish please avoid. Customer service line is a joke! 2 hours waiting to get through to let them know there was an issue. Then failed to correct the issue and tried charging me when I had already instructed of the issue!
April 2, 2024
Reply from Fresh Fibre
Hi Zoe,
We're truly sorry to hear about your frustrating experience, and we apologize for any inconvenience caused. It's disappointing to hear that you had difficulty reaching our customer service team and that the issue was not resolved to your satisfaction.
We understand the importance of timely and effective customer support, and we regret that we fell short of meeting your expectations in this instance. Please know that we take your feedback seriously and are actively working to improve our response times and service quality.
Regarding the issue you encountered and the attempted charges despite your prior instruction, we apologize for the oversight and any inconvenience it may have caused. This is not the level of service we aim to provide, and we will investigate the matter further to ensure that appropriate measures are taken to prevent similar incidents from occurring in the future.
We value your business and want to make things right. If there's anything else we can do to assist you or if you have any further concerns, please don't hesitate to reach out to us directly. Your satisfaction is important to us, and we're committed to addressing your concerns and improving your experience with our service.
Avoid!
Avoid!
Nearly a week after installation but no router has been sent (I was told after 48 hours I'll receive the router). Called them multiple times, no one bothers to answer, just holding in queue for hour before I give up and hang up, emailed and texted on WhatsApp number and still no answer!
But managed to charge me £33 pounds for 1st month after installation. I am going to cancel Direct Debit and raise and issue with my bank about this transaction.
April 18, 2024
Unprompted review
Reply from Fresh Fibre
Hi Neringa,
I'm sorry to hear that your router delayed. Looking into the notes on your account, I can see that an install was attempted on 12/04 but was unfortunately unsuccessful. As a result of this, no router was sent. Our team were chasing for a resolution on this, as the initial install needed to be revisited.
Your wait times may have been affected by a reduced service on the day but please be assured that this is not the regular standard set by our customer service team. Please be assured that any undue funds taken will be returned accordingly.
Good customer care
The agent who initially visited was very helpful and pleasant. I opted out during my cooling off period as my existing provider stepped in with a good deal and I wanted to avoid yet another modem (for environmental reasons) but Freah Fibre made that very easy and hassle free with just a quick phone-call. I would have given 5 stars except no-one answered the call the first time I answered. Maybe in the future I will sign up to Fresh Fibre.
April 9, 2024
Reply from Fresh Fibre
Hi Tiffy,
Thank you for taking the time to share your experience with Fresh Fibre. We're delighted to hear that our agent made a positive impression during their visit and that you found the process hassle-free when opting out during the cooling-off period.
We apologize for any inconvenience you experienced with your initial call not being answered promptly. Rest assured, we're continuously working on improving our customer service to ensure a seamless experience for all our customers.
We understand your consideration for environmental impact, and we're committed to providing sustainable solutions in the future. Should you decide to explore our services again, we'll be here to assist you every step of the way.
Thank you once again for considering Fresh Fibre, and we look forward to hearing from you in the future.
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