Communication wass really good very easy to speak with people.
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Review summary
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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
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See how their reviews and ratings are sourced, scored, and moderated.
The worst company ever - Avoid
The worst company ever do not use. Was supposed to take over my service charge me for it then never took service from current supplier. Then got a Irish bloke to call me and be rude when I called my bank to recall all payments. I called my current supplier who confirmed there was never a third party transfer request I argued with them never had my services if there was ever a contract they breached it. I am vulnerable person. If there was a minus 0 stars you be getting it. Formal compliant made i am wanting a full apology from this company for distress and upset you have caused. I staying with my current supplier.
December 6, 2024
Unprompted review
Reply from Fresh Fibre
Dear Deanna,
We’re deeply sorry to hear about your experience and the distress caused during your interaction with us. Your feedback is incredibly important, and we want to assure you that your concerns are being reviewed thoroughly by our management team.
We understand the frustration surrounding your situation, and we’re currently looking into the payments made on your account to ensure this is resolved as swiftly and fairly as possible.
We sincerely apologise for any miscommunication and upset caused during this process. If you have any further details or concerns, please don’t hesitate to get in touch with us directly at support@freshfibre.co.uk or call us at 0333 344 8646.
Thank you for bringing this to our attention, and we’re committed to resolving this matter to your satisfaction.
Teething issue's but there trying
Update 08/01/2025
Still waiting on them sending a mandatory request to my old ISP so they will actually stop billing me for two connection's.
Iv called up at least 10 time's since iv joined about this and its still not been done.
The slower than advertised issue is still there but i can deal with that, thats not charging me £50+ per month for something that's supposed to be disconnected by now.
Teething issue's but there trying.
Made a new review as editing my original one somehow deleted it too.
Currently getting odd results on my internet speed using most speed test site's. However, they are trying to figure out why this is the case as the upload speeds shouldn't be that far off from the download speeds.
Both John and Abdi (I may have miss spelt or heard his name) have been helpful and easy to talk to over the phone.
Had a few hiccups with getting confirmation on when my modem would arrive but it did eventually come on 5th December. I was told it had been sent out 3 separate dates so that was pretty confusing but it came and it works.
One thing id recommend perhaps doing to your kit in future is by default having the MESH setting turned off and perhaps listing the 2.4 and 5ghz bands separately by default, was completely unable to get 5ghz compatible devices to connect until i did that my self.
December 3, 2024
Unprompted review
Reply from Fresh Fibre
Dear Robert,
Thank you for taking the time to update your review and for sharing your experience with us. We sincerely appreciate your patience as we work to resolve the teething issues you've encountered.
We're glad to hear that both John and Abdi were helpful and easy to communicate with—your feedback will be passed along to them. We apologise for the confusion regarding your modem delivery and any inconvenience caused by the delays. It's great to know that it arrived and is now working as expected.
We also value your suggestion regarding the MESH setting and separating the 2.4GHz and 5GHz bands. Feedback like yours helps us improve, and we'll certainly consider this for future enhancements to our equipment.
If you need further assistance or have any additional concerns, please don’t hesitate to reach out. We’re here to help and ensure you get the best possible experience with Fresh Fibre.
Still being charged after cancelling
Great service while I was supplied my Wi-Fi with them really had no issues however, when I moved property I cancelled my contract with them as they did not supply the area I was moving to, and I was told that my direct debit was also terminated (I was always up to date with and never missed any payments) however, I have still been charged for my direct debit for 3 months now and I have phoned numerous times and each time been told it had been cancelled only to be charged the following month with no mention of a refund
November 5, 2024
Unprompted review
Reply from Fresh Fibre
Dear William,
Thank you for sharing your experience. We’re truly sorry to hear about the inconvenience you’ve faced regarding your cancellation and the ongoing charges.
We want to assist you in resolving this matter as quickly as possible. However, we’ve sent a request for further details (such as your full name, email address, and order details) to locate your account and investigate the issue, but we haven’t received a response yet.
Could you please provide the requested information so we can look into this and address your concerns promptly? Alternatively, feel free to contact our customer service team directly at 0333 344 8646 or support@freshfibre.co.uk for further assistance.
We appreciate your patience and understanding and look forward to resolving this for you.
Internet is very laggy
Internet is very laggy. Have tried numerous ways to fix but even in the same room as the router the WiFi doesn’t always work. Have contacted the company numerous times but they aren’t interested.
December 1, 2024
Unprompted review
Reply from Fresh Fibre
Dear Tara,
Thank you for sharing your concerns about your internet connection. We sincerely apologise for any inconvenience caused and appreciate your patience as we work to address the issue.
We’re committed to ensuring you have the best possible experience with Fresh Fibre. If you need assistance with the new router or encounter further concerns, please don’t hesitate to contact us at support@freshfibre.co.uk or call 0333 344 8646.
Thank you for choosing Fresh Fibre, and we’re here to help you stay connected.
Quick, Quality Work
Tom and Dean came to install it. Lovely guys, polite, got the work done quickly and it's lovely and tidy. Thanks guys!!
November 29, 2024
Unprompted review
Reply from Fresh Fibre
Dear Shannon,
Thank you so much for your wonderful review! We’re delighted to hear that Tom and Dean provided such a great experience during your installation. Their dedication to quality and professionalism is something we take great pride in, and it’s fantastic to see it reflected in your feedback.
If there’s anything more we can do to assist you, don’t hesitate to get in touch. Welcome to the Fresh Fibre family!
Great Customer Service
Really helpful and quick to resolve my issues.
High recommend!
November 28, 2024
Unprompted review
Reply from Fresh Fibre
Dear Amber,
Thank you for your kind words and for sharing your experience with us! We're thrilled to hear that our team was able to assist you quickly and effectively.
Your recommendation means a lot to us, and we're always here to help whenever you need. Welcome to the Fresh Fibre family!
Awful company unable to get help
Awful company unable to get help, they don’t care about their customers WiFi constantly on and off PLEASE AVOID!!!
November 19, 2024
Unprompted review
Reply from Fresh Fibre
Dear Frey,
Thank you for sharing your feedback. We are truly sorry to hear about the issues you’ve experienced with your WiFi service.
Unfortunately, we have been unable to locate your details in our system. To assist you further, we sent a request for your full name, email address, phone number, and order details, but we have not received a response.
We are eager to resolve this matter for you. If you could provide us with the requested information, we will investigate the issue and do everything we can to help. Please feel free to contact us directly at support@freshfibre.co.uk or 0333 344 8646 so we can assist you promptly.
Thank you for your understanding. We look forward to resolving this for you.
Wouldnt bother with them
Absolutely awful being ignored for nearly a month now whilst my wifi is constantly up and down all the time keep being told im getting it sorted and that they cant send someone out until ive done a speed test with an ethernet cable that they were supposed to be sending me for free (never turned up) emailed john loads and no response yet when i threaten to leave and i want to cancel it i get told i will be charged for it make it make sense so now i feel like i cant even cancel when its their issue and i cant afford to pay a fee to leave them awful i wish i never signed up to them
October 14, 2024
Unprompted review
Reply from Fresh Fibre
Dear Collette,
We apologise sincerely for the issues you encountered with our service and the frustration it caused. We regret that we couldn't resolve this to your satisfaction before your departure. If there’s anything further we can assist with or if you would like to share additional feedback, please feel free to reach out. Your experience helps us work toward better service for all our customers.
Thank you for sharing your concerns, and we wish you all the best moving forward.
Best regards,
The Fresh Fibre Team
AWFUL
Told me on the doorstep that they had recently been in touch with the building owner (I live in a leasehold flat) and had agreed a contract to provide fibre to the building. Signed up on the doorstep as I had been waiting for Fibre to be provided to the building for a while and a couple of days before the installation date I called to rearrange as I wasn't going to be around on the day, only to be told its been cancelled as they cant gain permission from the building owner. I contacted my building owner and they said they didn't know of Fresh Fibre and nothing had been arranged, so the representative openly lied to me to get me to sign up. I kept my current rolling contract going while I waited for them to I was about to get fibre. Contacted them to confirm my contract has been terminated and the response was really unprofessional, not answering questions properly, really awful grammar, confirming things incorrectly. Absolutely shambolic company. Avoid at all costs.
July 31, 2024
Unprompted review
Reply from Fresh Fibre
Dear Jordan,
Thank you for sharing your experience, and we apologise for the issues you encountered. We understand your frustration regarding the service and the miscommunication about building permissions. Unfortunately, we were unable to proceed with the installation as we did not receive the necessary consent from the building owner, who intends to provide fiber through alternative means.
We take your feedback about the communication with our representative seriously, and we will address it internally to ensure clarity and professionalism in all interactions. Please be assured that we have confirmed the termination of your contract as requested.
We’re sorry that we were unable to meet your expectations, and we appreciate your patience throughout this process. If there’s anything more we can clarify, please don’t hesitate to reach out.
Fresh fibre so far has been absolutely…
Fresh fibre so far has been absolutely amazing hope this continues as I'm a new customer
The communication has been so helpful
Thank you John
October 2, 2024
Unprompted review
Reply from Fresh Fibre
Dear Natalie,
Thank you so much for sharing your experience! We're delighted to hear that your journey with Fresh Fibre has started off on the right foot, and that John was able to assist you. If you need anything else, we're always here to help.
We appreciate your feedback and look forward to continuing to provide great service!
Lovely and informative guy
October 1, 2024
Unprompted review
Reply from Fresh Fibre
Dear Jab,
Thank you for your kind words! We're thrilled to hear that you had a positive experience, and it's great to know our team was both informative and helpful. If you ever have any more questions or need assistance in the future, don’t hesitate to reach out. We're here to ensure you continue to enjoy our service!
John was brilliant …
John was very helpful sorted my problem in minutes very reliable and very good customer service
September 30, 2024
Unprompted review
Reply from Fresh Fibre
Dear Charlie,
Thank you so much for your kind review! We're very pleased to hear that John was able to assist you promptly and provide excellent customer service. It’s great to know that your issue was resolved smoothly. If you ever need further assistance, feel free to reach out.
Amazing people to speak to especially…
Amazing people to speak to especially john the Irish man
September 27, 2024
Unprompted review
Reply from Fresh Fibre
Dear Katie,
We are thrilled to hear about your positive experience with Fresh Fibre, and we’re glad that John was able to assist you. Helping our customers is our top priority.
If you require any further assistance or have any questions, please feel free to reach out! Thank you for choosing Fresh Fibre.
Had a the red light of no internet…
Had a the red light of no internet connection on router. I emailed with no reply, live chatted with no reply. Got through on a call and after about 50mins John called back and talked me through what to do. He was really patient and polite and knew exactly what he was talking about. All was sort within 5mins of Johns call! Thank you John.
September 26, 2024
Unprompted review
Reply from Fresh Fibre
Dear Dale,
Thank you for sharing your experience! We're sorry to hear about the initial challenges you faced, but we're thrilled that John was able to resolve the issue quickly and effectively. It's great to know that his patience and expertise made a positive difference.
If you ever need further assistance, please don't hesitate to reach out. We're here to help, and we appreciate your support!
John went above and beyond to help me…
John went above and beyond to help me with the issue I had with my broadband. Guided me though all the steps on how to resolve the issue and had great patience. Very friendly and did not fob me off like I have been before on previous other company’s. Would definitely recommend to family or friend due to the customer service received by John as resolved the issue and was very helpful and patient. John is a credit to have in this company.
September 25, 2024
Unprompted review
Reply from Fresh Fibre
Dear Tracy,
Thank you so much for your wonderful review! We're thrilled to hear that John was able to assist you so effectively and that he made a positive impact on your experience with us. Providing exceptional customer service is our top priority, and it's great to know that John exceeded your expectations.
We truly appreciate your recommendation and your kind words. If you ever need any further assistance, please don't hesitate to reach out. John and the entire team are always here to help!
Good customer service
Two calls to Fresh Fibre since start of our contract, both have been positive experiences. Today, Abdi very helpful with a Wi-Fi issue and previously, Tamba also very much on the ball with a phone issue.
September 25, 2024
Unprompted review
Reply from Fresh Fibre
Dear Revolutionary,
Thank you for taking the time to share your experience! We're thrilled that both Abdi and Tamba could assist you with your Wi-Fi and phone issues. Ensuring our customers are happy is what we strive for every day.
If there’s anything else we can do for you, just let us know!
Excellent customer service
Excellent customer service by John O'Connell who was very understanding and extremely helpful.
September 23, 2024
Unprompted review
Reply from Fresh Fibre
Dear Carolan,
Thank you for your kind words! We’re thrilled to hear that John provided you with excellent customer service and was able to assist you effectively. Your satisfaction is our top priority, and we’re glad to have been able to help.
If you have any further questions or need assistance, please don’t hesitate to reach out. We’re here to help!
Advisor
The advisor who took my call on Tuesday 24th September 2024 was very helpful and thorough with the issue and helped alot, and sorted really quick
September 24, 2024
Unprompted review
Reply from Fresh Fibre
Dear Elliot,
Thank you so much for your kind words! We're delighted to hear that our team was able to assist you quickly and thoroughly. Providing excellent service is our top priority, and we're glad we could help resolve your issue.
If you need anything else, don't hesitate to reach out.
Fresh Fibre review
The person, John that helped me was courteous and very knowledgeable. His assistance was clear and concise and I am grateful for his input regarding proof of my flight.
Thank you so much.
It has been a pleasure to be a customer of Fresh Fibre.
September 23, 2024
Unprompted review
Reply from Fresh Fibre
Dear Billy,
Thank you for your wonderful review! We're thrilled to hear that John provided you with courteous and knowledgeable assistance. Your satisfaction is our top priority, and it’s fantastic to know that your experience with Fresh Fibre has been a pleasure.
If you ever need further assistance, we're here to help. Thank you for being a valued customer!
What a transformation by Fresh Fibre…
What a transformation by Fresh Fibre and their determination to get things sorted out and back on track - they chased the contractors to get the hi speed fibre cable into our office - our WiFi has never worked so well and our CCTV system is working better than ever - big thanks to Fresh Fibre who’s customer service is there to help you in your business.
September 18, 2024
Unprompted review
Reply from Fresh Fibre
Dear Ashley,
Thank you for sharing your updated experience with us! We're thrilled to hear that our team’s efforts have made such a positive difference in your service, and that your WiFi and CCTV systems are now working better than ever. We’re committed to ensuring your business runs smoothly and are always here to help.
If you need anything further, please don't hesitate to reach out. Thank you for your continued trust in Fresh Fibre!
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