Communication wass really good very easy to speak with people.
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
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
Company replied
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.
Internet connection not working
Friendly,professional and amazing customer support. John was absolutely brilliant and sorted the issue at hand.
September 17, 2024
Unprompted review
Reply from Fresh Fibre
Dear Scott,
Thank you for your kind words and for taking the time to leave a five-star review! We're thrilled to hear that John was able to assist you and resolve the issue. Your satisfaction is our priority, and we’re happy that your experience with our customer support has been so positive.
If you need any further assistance, don’t hesitate to reach out. We're here to help!
The Router is on the way
It solve the problem, with knowing router is on the way
September 17, 2024
Unprompted review
Reply from Fresh Fibre
Dear Tommy,
Thank you for your five-star review! We’re delighted to hear that knowing your router is on the way has brought peace of mind. If you need any further assistance once it arrives, feel free to reach out. We're here to ensure everything runs smoothly for you!
Excellent service this morning from…
Excellent service this morning from John. I raised a ticket late yesterday as I was unable to pay my direct debit due to money not available in my account until later than required. John called this morning to advise it would be taken at a later date, but also made an excellent suggestion of keeping the billing date as the later date to save being billed mid month. Great to speak to and clear to understand. Really happy with the service. Thank you, John
September 17, 2024
Unprompted review
Reply from Fresh Fibre
Dear Daniel,
Thank you so much for your kind words! We're thrilled to hear that John provided excellent service and was able to assist you with adjusting your billing date. It's great to know that his suggestion helped make things easier for you. We always strive to offer clear and helpful solutions, and we’re glad you're happy with the service.
Horrible service thus far!
Horrible service thus far!! I’ve had no internet and an Irish guy called me to tell me he’d like me to leave a positive review for him without a care in the world about my lack of internet. Thoroughly disappointed
September 16, 2024
Unprompted review
Reply from Fresh Fibre
Dear S Sinclair,
Thank you for bringing this to our attention. We're sorry to hear about your experience and understand how frustrating it must be.
Unfortunately, we have been unable to locate your account in our system. We also sent a request for more information but did not receive a response. To assist you further, could you please provide us with your full name, email address, and any other details related to your account? We are eager to resolve this issue for you as soon as possible.
Thank you for your cooperation.
John
John was very helpful and understood my frustrations, although we couldnt resolve the issue over the phone he worked very hard in getting a plan in place.
September 13, 2024
Unprompted review
Reply from Fresh Fibre
Dear Em,
Thank you for sharing your experience! We're glad to hear that John provided attentive support and worked diligently to create a solution tailored to your needs. We understand the challenge you're facing, and we’re committed to following through with the plan to ensure everything gets resolved.
Your understanding and patience mean a lot to us!
Courteous and respectful.
Although I had to contact Fresh Fibre to cancel an account John, who I spoke to, remained courteous throughout.
September 13, 2024
Unprompted review
Reply from Fresh Fibre
Dear Stephen,
Thank you for your feedback. We're glad to hear that John was courteous and respectful throughout your cancellation process. If you ever decide to return or need assistance in the future, we’ll be here to help.
Reply from Fresh Fibre
Dear Donna,
Thank you so much for your kind words! We’re delighted to hear that you found our team friendly and helpful. If you ever need any further assistance, we’re here to support you.
Excellent service
Rang up to query where my router was after installation and got connected to an advisor almost immediately. His name was John O'connel he was super helpful and friendly. He's assured me that I should receive it by tomorrow (fri 13th) but if not, he said to contact him directly and he'll personally walk to the post office and send one out special delivery at no cost to me. If this is the service you receive without actually being up and running I'm very confident in future interactions between us. So far, this feels like a great choice.
September 12, 2024
Unprompted review
Reply from Fresh Fibre
Dear Jacqui,
Thank you for your fantastic feedback! We're delighted to hear about your positive experience with John and the service you've received so far. It's wonderful to know you're confident in choosing Fresh Fibre, and we're here to ensure your experience continues to be just as smooth once you're up and running.
If you need any further assistance, don't hesitate to reach out. We're always happy to help!
John connelly was very helpful when…
John connelly was very helpful when sorting my father in laws (George retalick ) Internet out once sorted he even rang back out of curtsey to make sure everything was OK, very helpful 10/10 customer service on his behalf
September 11, 2024
Unprompted review
Reply from Fresh Fibre
Dear Linzey,
Thank you for sharing your positive experience! We’re thrilled to hear that John provided excellent support in sorting out your father-in-law’s internet and followed up to ensure everything was running smoothly. We'll be sure to pass on your kind words to him.
If you or George need any further assistance, we’re always here to help!
Reply from Fresh Fibre
Dear Laimonas,
Thank you for your feedback! We're happy to hear that you've had a smooth experience so far and that our customer service has met your expectations. If you ever need any assistance in the future, we're always here to help.
Enjoy your Fresh Fibre experience!
John is helpful
Recently had no internet at all. Kept calling to try and talk to someone who could offer actual technical support. Despite the phone
Had a tech issue with a brand new installation (aka I plugged the wrong wire into the wrong place).
John from technical support had it sorted and talked me through it, in less than five minutes.
Very pleased with my internet service so far. Installation went ahead on agreed date, router arrived on agreed date.
September 11, 2024
Unprompted review
Reply from Fresh Fibre
Dear Amy,
Thank you for sharing your experience! We’re so glad to hear that John was able to quickly sort out your tech issue and that your installation went smoothly. It’s wonderful to know you’re pleased with the service so far. If you need anything else, don’t hesitate to reach out.
Welcome to the Fresh Fibre family, and enjoy your high-speed connection!
Great service
Absolute great service from John O’ Connell. John was brilliant from start to finish, really polite and professional. I had a few problems at first with other colleagues but John soon resolved these problems and had everything sorted. Thanks John👍🏻
September 3, 2024
Unprompted review
Reply from Fresh Fibre
Dear Rhys,
Thank you for your kind words and for taking the time to leave us a review! We’re delighted to hear that John was able to assist you and resolve the issues you encountered. We’re proud of our team and always aim to provide top-notch service.
If you need anything further, don’t hesitate to reach out. Thanks again for choosing Fresh Fibre!
Had their representatives cold call at…
Had their representatives cold call at my door. Told them I didn’t have time as I was heading out, they were extremely rude about at. Don’t know who the hell they think they are.
September 9, 2024
Unprompted review
Reply from Fresh Fibre
Dear Matthew,
Thank you for bringing this to our attention, and we sincerely apologise for the negative experience you had with one of our representatives. This is certainly not the level of professionalism we expect from our team.
We would greatly appreciate it if you could provide the name of the representative or any additional details about the interaction. This will help us address the issue and improve our future service.
Thank you for your feedback, and we hope to resolve this matter.
Although the Internets down
Although the Internets down
I have to say the customer service for freshfibre is brilliant they actually pick up the phone within 10 minutes and run though everything to try and resolve!
September 7, 2024
Unprompted review
Reply from Fresh Fibre
Dear Christopher,
Thank you for your kind words! While we're sorry to hear about the internet being down, it's great to know that our customer service team was able to assist you quickly. We're committed to resolving any issues as fast as possible and appreciate your patience.
If you need further support, please don't hesitate to reach out. We're here to help!
Abysmal service
Abysmal service, internet drops out for hours at a time, we have to keep switching to mobile network in order just to send an email. No response to any emails, absolutely no customer service whatsoever. All complaints now forwarded to Ofcom due to no contact from fresh fibre.
*edit* - further details requested from fresh fibre and duly provided, response from fresh fibre - they cannot find my account?! Still no resolution or further contact to discuss, emails still being ignored.
14/09/2024 - *update*
Finally contacted by customer service team who agreed to immediately boost us to 500 Meg free of charge due to our issues. Several days have passed, nothing has changed, the connection is still abysmal and definitely hasn’t been boosted. They were quite adamant that I should update my Trustpilot review accordingly….which I have, nothing has changed, still rubbish, can’t even stream Amazon on a Saturday afternoon.
*update 26/02/2026* - Fresh Fibre have without our permission renewed our contract for another year and are now trying to charge us hundreds of pounds for leaving. Their broad service is now so poor we cannot no longer work from home or stream movies on an evening without constant service interruption and lagging. Report submitted to Offcom and complaint made to Ombudsman. They continue to ignore our emails.
September 4, 2024
Unprompted review
Reply from Fresh Fibre
Dear Gray,
Thank you for sharing your concerns. We’re sorry to hear about the issues you’ve experienced with your service. Based on the contact details you provided, we’ve been unable to locate your account in our system.
Could you please provide the account holder’s details so we can investigate further and assist you in resolving these issues? We’re committed to improving your experience and look forward to resolving this as quickly as possible.
Best regards,
The Fresh Fibre Team
customer service team is horrible
since your not replying to my emails about our free complimentary wifi upgrade, I guess I can give you a honest rating at least! if you want to be scammed then definitely buy this WiFi, we called you 7 times got hung up 3 times and told we were going to get rung back 4 times. and don't give me the nonsense that your costumer service team will get to me because they are a joke, an employee called Sam had a great time in hanging up my calls and also there is literally no way to contact ur costumer service team, no excuses because they're starting to get funny. you never got back to me about my email so you deserve this one star
September 2, 2024
Unprompted review
Reply from Fresh Fibre
Hi Kermit The Frog,
Thank you for bringing this to our attention, and we’re very sorry to hear about the experience you’ve had. This is not the level of service we aim to provide.
We have looked into our records but couldn’t find any details related to your case. Could you please provide us with more information, such as your account number, email address, or phone number? This will help us to locate your records and address your concerns promptly.
Thank you for your patience, and we look forward to resolving this matter for you.
The test of a good company
The test of a good company is how they perform, not when things are going well, but when things go wrong. I had a problem my hub losing internet connection. After my email, the response was excellent and I was soon back online
August 22, 2024
Unprompted review
Reply from Fresh Fibre
Dear Jeff,
Thank you for your thoughtful review. We're glad to hear that our team responded promptly and resolved the issue with your hub. We truly believe that it's how we handle challenges that define us, and we're committed to providing reliable support whenever needed.
If you ever encounter any more issues or have further questions, don't hesitate to reach out. We’re here to help!
Arrived on time
Arrived on time. Both days. Neat and tidy work. Could not fault the engineers. Not up and running yet waiting for modem
August 15, 2024
Unprompted review
Reply from Fresh Fibre
Dear Customer,
Thank you for your positive feedback! We're glad to hear that the engineers arrived on time and provided neat and tidy work. We understand you're still waiting for the modem, and we'll ensure it's with you as soon as possible so you can start enjoying our service.
Thanks for choosing Fresh Fibre!
I recently had a frustrating experience…
I recently had a frustrating experience with Fresh Fibre's broadband service, as I encountered ongoing connectivity issues and received inadequate responses from their customer service team. However, my opinion of the company took a positive turn when I reached out to Mr. John for assistance. He was quick to respond, understanding of my situation, and incredibly helpful in allowing me to discontinue my contract without any liabilities, fines, penalties, or charges.
Mr. John's exceptional customer service skills and willingness to address my concerns effectively turned my negative experience with Fresh Fibre into a positive one. I am grateful for his support and am pleased to update my review to reflect the positive outcome of my interaction with him and Fresh Fibre. Thank you, Mr. John, and Fresh Fibre, for resolving my issues and restoring my confidence in your services.
July 26, 2024
Unprompted review
Reply from Fresh Fibre
Dear Jain,
Thank you for updating your review and sharing your recent experience with John. We are pleased to hear that he was able to assist you effectively and turn a challenging situation into a positive outcome. Your satisfaction is important to us, and we're glad that John's support helped restore your confidence in our service.
We sincerely appreciate your understanding and patience throughout this process. If you ever consider using our services again in the future, we would be more than happy to welcome you back and ensure a smoother experience from the start.
Thank you once again for your feedback and for giving us the opportunity to resolve your concerns.
Very helpful and saved me money !
August 15, 2024
Unprompted review
Reply from Fresh Fibre
Dear Monty,
Thank you for your wonderful review! We're thrilled to hear that our team was able to assist you and help you save money. It's always our goal to provide valuable and efficient service to our customers. If you need anything else, we're here to help!
Thanks again for choosing Fresh Fibre.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.