Communication wass really good very easy to speak with people.
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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
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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.
I was initially worried about canceling…
I was initially worried about canceling my order, but Tamba Blake made the process so easy! They were incredibly helpful and understanding, walking me through each step and ensuring everything was handled quickly. It’s rare to find such efficient and friendly customer service. Even though I had to cancel this time, I’ll definitely consider using Fresh Fibre in the future, knowing they have such a supportive team.
August 14, 2024
Unprompted review
Reply from Fresh Fibre
Dear Amanda,
Thank you for your kind words! We're so glad Tamba could make the cancellation process smooth and stress-free for you. While we're sorry to see you go this time, it’s wonderful to know that our customer service left a positive impression. We’ll be here whenever you’re ready to reconnect!
My internet went down whilst I was away…
My internet went down whilst I was away on holiday - as soon as I got back I managed to speak to John O’Connell and he was excellent from start to finish, brilliant customer service from him.
August 14, 2024
Unprompted review
Reply from Fresh Fibre
Dear Paige,
We’re thrilled to hear that John was able to assist you so effectively! It’s great to know he made your return from holiday as stress-free as possible by getting your internet back on track. We’re here for you whenever you need us—thanks for being a part of the Fresh Fibre family!
Excellent customer service
Excellent customer service , we was having trouble setting up and we was explained exactly what to do step by step until it was up and running. Thankyou
August 13, 2024
Unprompted review
Reply from Fresh Fibre
Dear Amanda,
Thank you for your kind words! We're thrilled to hear that our team was able to guide you step by step and get everything up and running smoothly. If you ever need further assistance, we're always here to help.
Enjoy your Fresh Fibre experience!
After nearly cancelling this contract…
After nearly cancelling this contract because I’ve not been connected to the internet for nearly a week. Abdi guided me through the complicated method to connect me to the WWW..!
Also I was promised a reduction on my monthly payment..!!!
August 13, 2024
Unprompted review
Reply from Fresh Fibre
Dear Peter,
Thank you for sharing your experience. We’re glad that Abdi was able to assist you in getting connected, and we appreciate your patience during the process. Your promised reduction on the monthly payment is being processed, and we’re committed to ensuring your experience with us improves from here on out.
Thank you for choosing Fresh Fibre. If you have any further concerns or questions, we’re here to help!
Rocky Start But Perfect Execution
Its been a rocky start with the company i cant lie but any probllem that has arised ive only had to call and they will sort it all out, ive spoken to both managers John from billing and Adeen from the technical dep but the both of them have been amazing. both their employees and their wifi are brilliant but do be ready to call about billing issues they'll help with the most perfect of responces.
August 13, 2024
Unprompted review
Reply from Fresh Fibre
Dear Leo,
Thank you for your honest and positive feedback! We're thrilled to hear that despite the rocky start, our team was able to turn things around for you. John and Abdi are truly dedicated to ensuring our customers have a seamless experience, and it's great to know they made a positive impact.
We’re always here to help with any issues, and we’re glad to hear you’re now enjoying our service. Thanks for choosing Fresh Fibre, and we look forward to keeping you connected!
Reply from Fresh Fibre
Dear Consumer,
Thank you for your kind words! We're thrilled to hear that Tyler provided you with professional service. We're committed to maintaining this level of service and are glad you had a positive experience.
Thanks for choosing Fresh Fibre!
Very good and answered questions needed.
Tyler was very good and answered questions needed.
August 12, 2024
Unprompted review
Reply from Fresh Fibre
Dear Megan,
Thank you for your wonderful feedback! We're delighted to hear that Tyler was able to assist you and answer all your questions. Your satisfaction is our priority, and we're glad we could meet your expectations.
Thanks for choosing Fresh Fibre, and we're here whenever you need us!
I had a lot of issues when I first got…
I had a lot of issues when I first got my internet connection but I now have it up and running fine . Staff I’ve spoken to have been very helpful and keen for everything to be working correctly and as it should. All my queries and problems have been dealt with and sorted.
August 12, 2024
Unprompted review
Reply from Fresh Fibre
Hi Nigel,
Thank you for sharing your experience! We're glad to hear that, despite the initial challenges, your internet connection is now running smoothly. It's great to know our team was helpful and ensured everything is working as it should. If you ever need any further assistance, we're here to help.
Thank you for choosing Fresh Fibre!
I was
I was having trouble getting online, so I called customer support and spoke with Tamba. Tamba was both professional and respectful, efficiently guiding me through the process and resolving the issue. Thanks to his assistance, I was able to get back online quickly. Looking forward to being with Fresh Fibre.
August 8, 2024
Unprompted review
Reply from Fresh Fibre
Dear Scott,
Thank you for sharing your experience! We're thrilled to hear that Tamba was able to assist you efficiently and get you back online quickly. Providing professional and respectful support is our priority, and it's great to know we met your expectations.
We're excited to have you with Fresh Fibre and look forward to continuing to provide you with top-notch service.
Quick technical help
Received my router this morning and had a few configuration problems but I spoke to a lovely gentleman on the phone who sorted it in a matter of minutes.
August 7, 2024
Unprompted review
Reply from Fresh Fibre
Dear Carly,
Thank you for your kind words and for rating us 5 out of 5 stars! We're delighted to hear that you received your router promptly and that our technical support team was able to assist you quickly and efficiently.
If you have any further questions or need additional assistance, please don't hesitate to reach out.
Problem sorted
After a bumpy start not being able to get through to customer services. Got through last night and lovely man sorted my problem within minutes.
Working fine so far. Really fast.
August 7, 2024
Unprompted review
Reply from Fresh Fibre
Dear Karen,
Thank you for your review and for giving us the opportunity to resolve your issue. We're glad to hear that our team was able to assist you promptly and that your service is now working well.
If you need any further assistance, please don't hesitate to reach out. We're here to ensure you continue to enjoy a fast and reliable internet experience.
Good Customer Service
Very helpful young man I spoke to on the technical team. Now up and running and hopefully enjoying Fresh Fibre services.
August 1, 2024
Unprompted review
Reply from Fresh Fibre
Dear M Russell,
Thank you so much for your positive review! We're thrilled to hear that you had a great experience with our technical team and that you're now up and running with Fresh Fibre.
If you have any further questions or need assistance, please don't hesitate to reach out. We're here to ensure you enjoy the best service possible.
I had Internet installed early morning…
I had Internet installed early morning Tiesday they came early the engineers were quick and efficient. Even offered to clean up the tiny bit of brick dust that they missed. The router came by royal mail the next day. Very easy to set up. I did have one small problem that it wasn't connecting properly. I talked to a very nice young man who talked me through all the steps to try and get me connected. We finally figured it out that it was my fault I had the cable in the wrong place. I have to say the young was fantastic and even though I feel completely mortified he was nothing but professional. Great service and I look forward to being with fresh fibre.
August 1, 2024
Unprompted review
Reply from Fresh Fibre
Dear Miss Penelope Milner,
Thank you so much for sharing your positive experience with us! We're delighted to hear that our engineers provided efficient service and even offered to clean up. It's great to know that your router arrived promptly and was easy to set up.
We're especially pleased that our customer service team could assist you in resolving the connection issue. It's wonderful to hear that our representative was able to guide you through the steps with professionalism and patience.
We truly appreciate your kind words and look forward to providing you with excellent service in the future. Welcome to the Fresh Fibre family!
I thought I had contacted Fresh Fibre…
I thought I had contacted Fresh Fibre regarding the cancellation of my installation, turns out I hadn't, I'm currently experiencing a period of illness and it appears I hadn't cancelled it at all. I got a message saying my installation was going ahead for the 2nd of August and I panicked. I sent messages and rang and managed to get through to Abdi this morning. I explained my situation and unfortunately I was well out of the cooling off period, all calls and contact with Fresh Fibre are logged and I hadn't contacted them regarding cancellation, I'm not sure what I did cancel. I spoke to Abdi and he explained the cancellation fee and knocked off the installation and router. I explained my situation, that I was currently experiencing illness and that is why I didn't want the instillation and swap over as I felt it was too much disruption. We tried to work out an affordable cancellation repayment but in the end I suggested that I just pay for the service without the router and instillation etc, and I could have this done at a later date if required,this was agreed. Then Abdi rang me back and after a discussion with management they had decided that due to my current situation and not having the router or installing, even though it was my error, that they will wave the cancellation fee and cancel my contract. Thank you Abdi for sorting this out for me.
July 31, 2024
Unprompted review
Reply from Fresh Fibre
Dear Shirley,
Thank you for sharing your experience with us. We’re sorry to hear about the confusion and your recent illness. We understand how stressful this situation must have been for you.
We're glad to know that Abdi was able to assist you and that we could come to a resolution that eases your burden. Your well-being is important to us, and we're happy that we could waive the cancellation fee considering your circumstances.
If you need any further assistance or have any questions in the future, please don't hesitate to reach out. We wish you a speedy recovery and all the best.
Thank you for giving us the opportunity to make things right.
Update to my previous review
Update to my previous review, The internet has been consistently at the 475mbp/s download, 486mbp/s upload speeds with the 10ms ping and zero packet loss or jitter experienced, there have been a few minor dropouts from time to time, they are swiftly resolved by logging into the provided routers settings using the designated IP and password on back of router, this has been solved permanently now due to me assigning a custom DNS for ipv4 and ipv6 on the Router itself (i use CloudFlare dns fyi) now it is completely fixed, on another note regarding the router settings i advise people not to mess about with Firewall settings and i suggest they keep it on moderate (the middle one) because the low firewall is a security risk at best, fortunately the router's firewall is set to moderate at default, regarding UPnP (which is set to on by default, this is a bold choice to have on by default in my opinion) even though i feel like it is slightly less risky than dropping firewall to low, to get open NAT type, but people should choose to use Port Forwarding for any NAT related shenanigans, anyway just thought i would chime in again :)
July 30, 2024
Unprompted review
Reply from Fresh Fibre
Dear Harry,
Thank you for updating your review and sharing your detailed experience with our service. We’re delighted to hear that your internet speeds are consistently meeting your expectations and that you’ve successfully resolved the minor dropouts by configuring custom DNS settings. Your technical insights are greatly appreciated and will certainly be helpful to other users.
We understand the importance of security and are glad you found the default firewall settings appropriate. Your advice on using Port Forwarding for NAT-related issues is also valuable, and we appreciate you highlighting this.
If you have any further suggestions or need assistance, please don’t hesitate to reach out. We're always here to help and improve our services based on customer feedback.
Thank you for choosing Fresh Fibre and for your continued support.
Couldn't organise a blessing in a …
Couldn't organise a blessing in a church. Every aspect of your service went wrong. I called to find out where my router was and I was assured it would be with me the following day. I ended up cancelling my account with you as the router never ever showed. Guess what. I'm now being harassed to pay the bill for the service I never had. If you're going to run a business do us all, and yourselves a favour.... learn how to do it right.
July 15, 2024
Unprompted review
Reply from Fresh Fibre
Dear Antonia,
Thank you for your feedback. We apologise for the inconvenience you've experienced. It appears there was an issue with our supplier, which caused the delay in delivering your router.
Please be assured that our manager will call you shortly to explain the situation. We appreciate your patience and understanding as we work to rectify this matter.
Customer service non existent
Customer service non existent. Reported outage no one has got back to me all day. It's the weekend now so will be without internet until at least Monday . If there's a problem somewhere then please have the courtesy to inform customers. Quick enough to take money monthly
July 27, 2024
Unprompted review
Reply from Fresh Fibre
Dear Dawn,
Thank you for your feedback and bringing this to our attention. We understand how frustrating it must have been to experience an outage without timely updates from us. We are committed to improving our communication and service.
We’re pleased to inform you that your connection is now back online. If you encounter any further issues or have any other concerns, please do not hesitate to reach out to us.
Thank you for your patience and understanding.
Disaster from start to finish
We were impressed with the salesmen and then downhill. Our router arrived one week late and had no internet for 4 days despite being told we were the ones who would switch it off. We wanted two phones. Two weeks later, and many phone calls, we got one. A week later the second arrived. It was clear this was faulty and never connected. The engineers didn't answer phone calls. Emails are never answered and FreshFibre answering the phone is very hit and miss; either quickly or not at all. We were renting the phones and then received a bill for them. The only person holding this company together is Tamba Blake who answers all queries, follows up actions and tries to mollify customers such as me with never ending patience. This company was set up with no infrastructure in place to ensure supply and satisfaction. The manager, John, is, again, doing his level best to appease customers with his Irish charm. Tamba deserves an accolade and substantial pay rise for his efforts.
June 4, 2024
Unprompted review
Reply from Fresh Fibre
Dear Mr and Mrs C Hulse,
Thank you for sharing your detailed feedback with us. We deeply regret the series of issues you have encountered with our service, from the delayed arrival of your router to the challenges with your phones and our customer support.
We are continuously working to improve our processes and your input is invaluable in helping us identify areas for improvement. We acknowledge the exceptional efforts of Tamba Blake and John, and appreciate your recognition of their hard work.
Your comments regarding our infrastructure and communication are taken seriously, and we are committed to making the necessary changes to enhance our service quality and customer satisfaction.
If there is anything further we can do to rectify your experience or if you have additional concerns, please reach out to us directly. We value your patience and are here to assist you.
I was given false information
I had a salesman come to my house and he spoke to my mum as I was at work and as I’m the account holder she passed on my details, I had a very in depth conversation with him over the phone and agreed to sign up there and then, I was told I would have my installation today and by the last appointment time nobody came to do the installation so I called the number I found online where I spoke to John, I explained my issues and he was more than happy to help, I explained my worries and John really helped to put my mind at ease, I was initially told that the company would be able to help me get out of my current contract which turned out to not be the case, I have since had to cancel due to not being able to get out of my current contract but the help I received from John has made me feel a lot better about a rubbish experience previously.
July 22, 2024
Unprompted review
Reply from Fresh Fibre
Dear Anderson,
Thank you for sharing your experience with us and for your kind words about John's assistance. We deeply regret the confusion and inconvenience you faced regarding your installation and the initial information provided.
We're committed to providing accurate information and excellent service, and we apologise for any distress this situation caused you. We're glad to hear that John's support helped to put your mind at ease, even though the outcome was not what we had hoped for.
Your feedback is invaluable and helps us to improve our services. Should you decide to consider our services in the future or need any further assistance, please don't hesitate to reach out to us.
Thank you for your understanding and patience.
No service, no help
I've been with them a month, I've had no internet for a week, they just keep telling me to change the username and password on the routers IP, which I have done. I was offered a refund but have not received it. I called today and they can't help me this week as their manager is off sick
July 9, 2024
Unprompted review
Reply from Fresh Fibre
Dear Gemma,
We sincerely apologise for the inconvenience you've experienced over the past week. Your case has been reported to our customer service team, and a refund has been issued. We are also sending a new router to you via special delivery. Our customer service team will be reaching out to assist you in getting back online.
Thank you for your patience and understanding as we work to resolve this issue.
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