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
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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Taking money out of bank for a service…
Taking money out of bank for a service I haven't got
March 29, 2024
Reply from Fresh Fibre
Dear Dianne,
We sincerely apologise for the confusion and inconvenience regarding the charges to your account. It appears there was an error, and we are actively working to resolve it.
Our records show that your account was charged after the service had been canceled. We have attempted to contact you to clarify the amounts owed and arrange a refund, but we haven't been able to reach you.
Due to your account being canceled on GoCardless, we need to determine the exact amount to be refunded and process it manually via BACS transfer. To expedite this process, we kindly ask that you call our customer service team at your earliest convenience so we can confirm the details and ensure you receive the correct refund promptly.
Thank you for your patience and understanding.
If I could I would put 0 star very poor…
If I could I would put 0 star very poor signal don’t no recommend at all. Costumer services was Terrible stay well away!
July 11, 2024
Unprompted review
Reply from Fresh Fibre
Hi Tommy,
Thank you for your feedback. We are sorry to hear about your experience. Unfortunately, we cannot find your details in our system based on the information provided. Could you please provide us with your full name and email address so we can investigate this issue further and resolve it for you?
Thank you for your cooperation.
Resolved issue
NEW UPDATE** Just received an unexpected call from head office and what a lovely guy he was. Explained absolutely everything to me in detail about the issues they had been having throughout the network and apologised for all the inconvenience brought to myself. This is the kind of service anyone would expect from a customer service personnel. A big thank you!
UPDATE** broadband back on after another phonecall after no response from another email i sent. Let's hope there's no more issues!
Ive been with fresh fibre since the beginning of this year and everything was fine. A few problems to begin with but Demi from customer service was fantastic. Full communication from her, step by step guides and the problem was solved within an hr.
Been without Internet for 5 days. After numerous emails sent (which no one seems to want to reply too) I have to phone up each time to get an update, only to be told the same excuses or procedures. Was told an engineer was coming out to my home as nothing was working. No show or contact from either party.
A big inconvenience to my work and my home.
July 7, 2024
Unprompted review
Reply from Fresh Fibre
Dear Craig,
We understand the inconvenience you've experienced and sincerely apologise for the disruption this has caused. Your situation has been escalated to our network team and a manager for thorough investigation. Despite following the provided procedures, we recognise that your router is still not functioning correctly.
Please rest assured that we are using all our resources to help resolve this issue promptly. We will continue to keep you updated on the progress and ensure the matter is resolved as quickly as possible.
Thank you for your continued understanding and cooperation.
It's been a week and still without a…
19/07/24 update: So been contacted and they have been helpful. The speed better yet come night time it does drop in and out, especially when the brother is on his ps5. John (who's been emailing back and forth) has been very helpful throughout and is trying to get to the bottom. Got to keep him updated for the next through days
Another update, so go through to customer service and he sent me a walkthrough guide of what to do and it did connect to the internet. Everything is running smoothly atm even though we aren't getting the speeds we were promised but that's better than having no internet. I'll give it a few days to see if it goes up
Update. Router has arrived but is not working 😂 absolutely laughable.
It's been a week and still without a router. Rang and was told it's Royal Mail who are the problem as it's there but hasn't been sent out. I smell 💩 as I can see another review had the same problem. You're the f ups not Royal Mail!
July 5, 2024
Unprompted review
Reply from Fresh Fibre
Hi Lauren,
Thank you for updating your review. We're glad to hear that you are now online and that everything is running smoothly.
Our customer service team has sent you an email with instructions on how to perform speed tests. These tests will help us identify any issues with your connection. Once we have the results, we'll coordinate with the network to enhance your service.
We appreciate your patience and are committed to resolving this for you as quickly as possible. Please don't hesitate to reach out if you have any further concerns.
I have emailed this in:
I have emailed this in:
I have not received a welcome email nor an account number which I think is pretty poor! So I’d like one please.
I received my router yesterday. I have carried out a speed test last night and today and I am only getting between 400 Mbps and a max of 508/529 mbps.
I am paying and signed up for 900mbps package and promised on sale on my doorstep with camera footage a minimum of 700mbps!
I’ve tried calling you several times today and kept on hold for over an hour each time.
A family member who also received their router yesterday has also been calling all day to report their router is faulty as they have tested their line with my router which works. But they aren’t even receiving what they paid for!! A 500 Mbps package but barely receiving 150 Mbps!
If this can’t be solved by tomorrow and me receiving a welcome pack then I’ll be taking all the equipment out and leaving it outside for you to collect and be cancelling the direct debit due to a false sale.
July 3, 2024
Unprompted review
Reply from Fresh Fibre
Dear Mark,
Thank you for reaching out and sharing your concerns with us. We apologise for the inconvenience you have experienced.
We have resent the welcome email and terms and conditions to you. Originally, these were sent on July 17th, 2024. Please check your inbox, and if you do not see them, kindly check your spam/junk folder.
Our manager has already contacted you regarding your issues, and we are currently investigating the slow speeds you and your family member are experiencing. We will do our best to resolve this as quickly as possible.
Regarding the call wait times, the current average wait time is around 7 minutes. We acknowledge your feedback and are actively working on improving this to provide better service.
If you have any further questions or need immediate assistance, please contact our customer service team at 0333 344 8646 or support@freshfibre.co.uk.
Thank you for your patience and understanding.
no show for installation
Didnt show up for installation said 8am-1pm.
Wasted time.
July 1, 2024
Unprompted review
Reply from Fresh Fibre
Hi Ben,
We're very sorry to hear about the missed installation appointment and the inconvenience it has caused you. We strive to provide timely and efficient service, and we regret that this was not your experience.
To help us resolve this issue quickly, could you please provide us with more information such as your contact details (phone number and email address) and your customer reference number if you have it? This will help us locate your record and address your concern promptly.
Thank you for your patience and understanding.
UPDATED: No router, cannot use service.
EDIT : Okay so it turns out Royal mail are to blame for late delivery as they did infact send the router out via Special delivery but Royal mail failed to deliver it on time.
So my apologies to Fresh Fibre, router is now connected and everything is working as it should.
Had the cabling done last Wednesday the 26th same day as next door, they got their router the next day and I've not had mine.
Got told it was lost in the post and a new one would be sent out special delivery but alas it was not.
Still have no router so can't access the Internet. Not the best first impression to be honest
June 26, 2024
Unprompted review
Reply from Fresh Fibre
Hi Mark,
We're very sorry to hear about the issues you've experienced with your router delivery. Unfortunately, we are unable to locate your account in our system with the information provided.
To help us resolve this matter quickly, could you please provide us with your account number or any additional information that might help us identify your account? You can reach our customer service team at 0333 344 8646 or email us at support@freshfibre.co.uk with these details.
We appreciate your patience and look forward to resolving this issue for you promptly.
One of the worst customer service on…
One of the worst customer service on this planet, from the moment when they took my money they can't do nothing. first they forget send me router after that the guy said I will don't have to pay for the time I didnt use it but that was a lie,WiFi stop working all the time useless people and equipment. Every three days the WiFi turns off and we have to restart it, we need this internet because we use it everyday and I need it as my brother is diabetic and I have to check on him everyday. Just a warning do not use this company ever.
April 10, 2024
Unprompted review
Reply from Fresh Fibre
Hi Chrobry,
We are very sorry to hear about your frustrating experience. We understand how important a reliable internet connection is, especially given your brother's medical needs.
Unfortunately, we are unable to locate your account in our system with the information provided. We sent a request for more details on Monday, June 24, but have not yet received a response. To resolve this matter as quickly as possible, could you please provide us with your account number or any additional information that might help us identify your account?
We are committed to addressing your concerns and improving your experience with us. Please contact our customer service team at 0333 344 8646 or email us at support@freshfibre.co.uk with the necessary details.
Thank you for your cooperation and patience.
Sold a dud
So after Finally talking with a customer services manager we have sorted out our problems and have come to an agreement. I must admit john went above and beyond to sort this out . Its only fair that acknowledge the good too .
Sold a dud .
We were sold a absolute shocking service. 3 routers and 4 extenders and we still couldn't get unbroken WIFI in the house . We even had a month free when they knew the service wasn't good. i tried to perceiver with Fresh fibre but it just went on too long. No issues with the new supplier .
October 4, 2023
Unprompted review
Too good to be true! Trust your instincts!
They were a door to door sales team, which to be fair, were good and which is why we signed up. However, the team behind the scenes had completely let us down! They missed our installation date despite us waiting in all day! We didn’t even receive a message to tell us why they didn’t attend. We called them and they couldn’t explain what happened and promised a call back. This didn’t happen, so we called back again and they said we weren’t even on their system as a customer and that there wasn’t anymore they could do!! So we called back again and they said we were on the system and that unfortunately we had missed our installation date and that it would take quite a long time to get us another appointment! You have to wait on hold for soooo long to get an answer, and when we made them aware of this too, the last representative said to us “oh, you’ve only been on hold 27 seconds” which was completely wrong, we were on hold waiting for 36 minutes before someone answered!
Don’t fall for the amazing speeds and great price, because it is too good to be true.
June 14, 2024
Unprompted review
Reply from Fresh Fibre
Hi Gary,
We are truly sorry to hear about the issues you experienced with your installation and our customer service. This is certainly not the level of service we aim to provide.
We regret the confusion and inconvenience caused by the missed installation date and the subsequent communication problems. We understand how frustrating it must have been to wait without receiving any updates, and we apologise for the long hold times you encountered.
We attempted to reach out to you on 17/06/2024 for more information but have not received a response. Could you please provide us with your contact details so we can look into this matter urgently and resolve it as soon as possible?
Thank you for your patience and understanding. We are committed to improving our service and hope to make things right for you.
100000% DO NOT USE THIS COMPANY
WOULD LIKE A MANAGER TO CALL ME TODAY I AM CANCELLING THE DIRECT DEBIT TODAY IVE HAD IT WITH THIS COMPANY !! REFUND WAS SUPPOSE TO BE PUT THROUGH LAST WEDNESDAY NOT TODAY OVER 8 days later not only that trying to talk to a agent the agent must have just put the refund through and then instead of asking if their is any thing else I need help with no goodbye nothing just leaves the chat it’s absolutely disgusting company DO NOT RECOMMEND COMPANY EVEN CHANGED MY TIMES AROUND AND TRYS TO SAY I RANG UP AND CHANGED THEM MY SELF
June 14, 2024
Unprompted review
Reply from Fresh Fibre
Hi Jamielee,
We sincerely apologise for the distressing experience you've had with our service. Your frustration is completely understandable, and we are deeply sorry for the inconvenience this has caused.
We understand that you were expecting a refund to be processed last Wednesday, and the delay has been unacceptable. We also regret the communication issues you encountered when speaking with our agent. This is not the standard of service we strive to provide.
Please be assured that your refund has been processed, and you should see it reflected in your account.
If there is anything else we can do in the meantime, please do not hesitate to reach out to us directly at 0333 344 8646 or support@freshfibre.co.uk.
Thank you for your patience, and we are committed to making things right.
Installation engineer didn't turn up…
Installation engineer didn't turn up between 8am-1pm on 10 June 2024. I called Fresh Fibre at 3.30pm to be told the engineer had been to site but couldn't install because British Gas are working in the area. The engineer didn't contact me and now I have to wait for a new installation date and have already cancelled my broadband with my current supplier. Not a great start to using Fresh Fibre.
June 10, 2024
Reply from Fresh Fibre
Hi Jill,
Thank you for sharing your experience with us, and we sincerely apologise for the inconvenience caused by the missed installation.
The installation could not proceed due to British Gas working in the area, which created a safety hazard that our engineer could not legally intervene in. Unfortunately, we only received this information five minutes before you called, which is why our customer service team had not yet reached out to inform you of the delay.
We understand how frustrating this must be, especially since you have already canceled your broadband with your current supplier. Until British Gas completes their work, we are unable to proceed with the installation to ensure everyone's safety.
We regret to hear that you have decided to cancel our service due to this situation. We apologise for not meeting your expectations and for any inconvenience caused. If you have any further questions or need assistance, please feel free to contact our customer service team at 0333 344 8646 or support@freshfibre.co.uk.
Thank you for your feedback and understanding.
It takes to long to come live but apart…
It takes to long to come live but apart from that it's not bad
May 20, 2024
Reply from Fresh Fibre
Hi,
Thank you for taking the time to leave a review and for your positive rating!
We’re glad to hear that you are satisfied with our service overall. We apologise for the delay in getting your service up and running. We are continuously working to improve our installation process to ensure faster activation times for our customers.
If you have any further feedback or need assistance, please don’t hesitate to reach out to our customer service team at 0333 344 8646 or hello@freshfibre.co.uk.
Thank you for choosing Fresh Fibre!
I rang on 4th of May 2024 to sign up…
I rang on 4th of May 2024 to sign up they said installation date is 24th May, when the day comes somebody comes and installed the line but no connection so another engineer comes later that day gives me a router and tells me it should be ok work in about 10 minutes, so he leaves I waited nearly 2 hrs still nothing no connection, I rang the company I was told he gave me the wrong router so the new router is despatched I didn’t receive it till the 30th of May and then after about 6 hrs it had a solid red light, so I rang the company again he said someone will be in touch but nobody did, so I rang again on Monday because its weekend so nobody is there on Monday the agent went through troubleshooting with me but it never worked , the agent said someone will be in touch but nothing happened, so I decided to cancel my contract because I am clearly in a cooling off period , I have emailed them 2-3 times for cancellation but I haven’t heard from them.
What awful experience I haven’t got words for them. I have phoned up and signed up with my previous provider again
May 24, 2024
Unprompted review
Reply from Fresh Fibre
Hi Killer Killed,
We are truly sorry to hear about your disappointing experience with our service. We deeply regret the delays and issues you faced during the installation and activation process. This is not the standard of service we strive to provide.
We attempted to reach out to you for more information on 03/06/2024 to address and resolve your concerns, but unfortunately, we have not received a response.
Your feedback is invaluable to us, and we would like the opportunity to make things right. If you could please respond to our request or contact our customer service team directly at 0333 344 8646, we will prioritise resolving this issue for you.
Once again, we apologise for the inconvenience and frustration caused, and we appreciate your patience and understanding.
Fresh Fibre broadband
Fresh fibre set a date for an engineer to visit. Stating I will be liable for a £50 bill if Im not in when they arrive. The engineer arrived 4 days early (do I get £50). Then cable layers connected my house to the cable system. Now waiting to be connected to the system 2 days before my contract starts. Called customer service several ties and eventually answered. Had an agreed start date of the 4th so cancelled my current provider on the 4th and paid the cancellation fee. Now Fresh can't connect me until the10th. Customer service called me back and explained what happened and very sorry about the situation.
April 17, 2024
Reply from Fresh Fibre
Hi Paul,
Thank you for taking the time to share your feedback with us. We apologise for the inconvenience and confusion you experienced with the installation process.
We understand how frustrating it must have been to have the engineer arrive earlier than scheduled and to face delays in getting connected. We sincerely apologise for any disruption this caused, especially since you had already cancelled your previous provider and paid the cancellation fee based on our agreed start date.
We have rebooked your installation for the 10th of June. The initial delay was due to an unexpected blockage, which has now been addressed. Our customer service team has been in touch to explain the situation, and we appreciate your understanding and patience.
We are committed to ensuring your connection is set up smoothly and that you receive the high-quality service you expect from Fresh Fibre. If you have any further questions or need additional assistance, please do not hesitate to reach out to us at 0333 344 8646 or hello@freshfibre.co.uk.
Thank you for your understanding.
I am awaiting a response
I am awaiting a response.
I pay for 900/900
I’ve had upto 780/850
Since Friday I’ve had 75/100 but averaging at 35/10
Like - my old WiFi was better
I literally booked the weekend off to sit and play with my friends whilst I have sickness and it’s actually unusable
May 31, 2024
Unprompted review
Reply from Fresh Fibre
Hi Over Watch Feed,
We are sorry to hear about the issues you’ve been experiencing with your internet speed. We understand how frustrating it must be, especially when you had planned to enjoy your weekend with friends.
We attempted to reach out to you for more information on 03/06/2024 to better understand and resolve your concerns. Unfortunately, we have not received a response from you yet.
Please respond to our request or contact our customer service team directly at 0333 344 8646 so we can address this issue as a priority and restore your service to the expected performance levels.
We appreciate your patience and understanding, and we are committed to resolving this matter for you as quickly as possible.
the sale guys where polite but the…
the sale guys where polite but the thing that goes threw my mind is one of the sale guys said cause their mobile data wasnt working to great had to use my wifi then when doing the form said hes with ee in that case if this company so great why he not with fresh fibre
May 31, 2024
Unprompted review
Reply from Fresh Fibre
Hi Lee,
Thank you for your feedback and for noting the politeness of our sales team.
Currently, Fresh Fibre's broadband service does not cover all areas, including the living area of the sales representative you mentioned. This is why they may use a different provider for their personal broadband needs.
We are actively working on expanding our network to provide our high-quality broadband service to more areas. We appreciate your patience and understanding as we continue to grow. If you have any further questions or need assistance, please don’t hesitate to contact us.
Re-freshing customer service
Great customer service, we have had the occasional drop in internet but clearly the customer service is second the none.
If we ever have an issue, the customer service team are honest, put a solution in place and are willing to talk you through the steps to getting internet speed improved.
I have been with Vodafone and EE for internet in the past. To only be on hold for hours and be past from team to team to deal with an issue.
It is really re-freshing to be with a company that wants their customer service team to be understanding and wants to provide a good service for their customer.
I particularly would like to highlight the approach of Shakir Forde, who goes above and beyond to address enquiries and concerns. I called today to discuss billing, rather than have to forward me onto the technical team to address connectivity he talked me through addressing some of the issue's If been experiencing.
He is a credit to the Fresh Fibre team.
May 29, 2024
Unprompted review
Reply from Fresh Fibre
Hi Stephen,
Thank you so much for taking the time to leave us such a wonderful review. We are thrilled to hear that you are satisfied with our customer service, even when you experience occasional internet drops.
Our goal is to provide honest and effective solutions, and it’s fantastic to know that our customer service team has been able to meet your expectations. We strive to ensure every customer feels valued and supported, and it’s great to hear that you have experienced this firsthand.
We are especially pleased to hear your positive feedback about Shakir Forde. We’re proud to have team members like Shakir who go above and beyond to ensure our customers' issues are resolved efficiently. We will certainly pass along your kind words to him and recognise his excellent service.
Thank you for choosing Fresh Fibre, and for highlighting the contrast between our service and your past experiences with other providers. We appreciate your loyalty and look forward to continuing to provide you with top-notch service.
Scam
Recieved router on May 14th and connected as instructed. After 48 hours decided to do a speed test(wired) and found out my speeds were 10 times less than I am paying for. Rang up and asked why my speeds are so slow and even sent them a screenshot of the speed test as proof. Still heard nothing back from the company in 2 weeks and still have the exact same slow speeds. Stay away from this lying company.
May 29, 2024
Unprompted review
Reply from Fresh Fibre
Hi Jon,
Thank you for sharing your concerns with us. We sincerely apologise for the issues you have encountered with your broadband speeds and the lack of a satisfactory response thus far.
We understand how frustrating slow speeds can be, especially when it doesn’t match the service level you expect and pay for. Following your call and the evidence you provided, we immediately escalated this matter to our Network Operations Center (NOC) to diagnose and address the speed discrepancies. We did inform you over the phone about these steps and want to reassure you that we are actively working to resolve this.
Our team is in constant communication with the network team, and we are pushing them to rectify this issue as quickly as possible. Your experience is important to us, and we are committed to ensuring that your service is up to the standard you expect.
We appreciate your patience and understanding as we work through this, and we hope to resolve your speed issue promptly.
If there are any further details you need in the meantime or additional assistance we can provide, please do not hesitate to reach out.
Thank you for your patience.
Poor installation of the cable
Poor installation of the cable. Not fixed properly and worse still.... Thread through my tree unnecessarily. Im may have to cancel my agreement. Unable to reach anyone on the phone to explain this issue.
Poor installation
Poor customer service
May 13, 2024
Reply from Fresh Fibre
Hi Vikki,
Thank you for sharing your feedback with us. We're truly sorry to hear about your dissatisfaction with the installation and the challenges you've faced in reaching our customer service team.
We understand that you have already canceled your service 24 hours ago due to concerns over the cabling work at your property. Prior to cancellation, we acknowledge that there were discussions with our sales team member, Jack, about the installation plan, which unfortunately did not meet your expectations. We strive to ensure our installations are both effective and respectful of our customers' properties, and we regret that this was not your experience.
Although the order has been canceled and we can no longer flag this for our installation team's review, we take your concerns seriously. We will be reflecting on this situation to improve how we handle similar scenarios in the future and ensure that our installation processes are as smooth and customer-friendly as possible.
We apologise again for any inconvenience and frustration caused. If there's anything further we can assist with or any additional feedback you'd like to provide, please do not hesitate to reach out.
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