ZYBRE Reviews 235

Signed up for the new CityFibre Fibre line. 2 months down the Line and still no router. contacted FACTCO who were Helpful. Got me switched straight away and router delivered prior to install. Installed within 2 weeks :)

NOBODY SIGN UP WITH THESE CLOWNS.
I’ve just been on the phone to city fibre who have told me that zybre is about to go bust.
City fibre are holding meeting about how to enable customers of zybre to move to other isps .
Do what I did , cancel all payments to these people and wait to see what city fibre come up with to help people .

Was an Air Broadband Customer told via email that this trashy company had acquired Air Broadband. I am due to move home to a non City Fibre area so want to cancel my account but after nearly 2 hours stuck in a phone queue and still at number 5 for about 25 mins or more I hung up. I have tried emailing and calling several times since Monday and still not got through to anyone. Diabolical company! Compared to Air Broadband who were great!

Unfortunately I can’t give 0 stars.
I have spent hours and hours waiting to get through, only to not get anything resolved.

It started with the connection and installation. Which was a mess and then not coming when planned and then just showing up a random day. Then once that you as all installed the Wi-Fi wasn’t actually working for almost a month!
I was then charged £96!! I rang and they explained it was for 2 months plus installation… which made no sense as we didn’t even have an up and running Wi-Fi and we were told we would have no installation fee by the guy who knocked at our door. They said they would refund £64 (roughly) and I had to send screenshots of bank transaction and also get them to sort our Wi-Fi to get us up and running.
The Wi-Fi still didn’t work for another 2 weeks and no refund was made.
I rang once again and the Wi-Fi was working thankfully and the guy said he would sort the refund out. I got another confirmation email from the hub saying a ticket was raised for my refund… I didn’t get the refund do rang again just over a week later and was assured by Morgan that this would be sorted. It has now been over 3 weeks and no refund and my Wi-Fi is constantly down. I tried ringing again on Wednesday and Thursday where I was told by the tape that there was a 90 minute wait!! 90 minutes!! I had work and I have two toddlers so I couldn’t wait that long both days. I then tried again on Friday and again there was a 90 minute wait. It then proceeded to repeat that I was 11th in line… which to me is bizarre as that would indicate roughly 8 minutes per customer… supposing only 1 person was answering calls…
86 minutes passed on the phone waiting… with 4 minutes (roughly) left and the call is disconnected! This was now 5.30… I am fuming by this point and call back hoping that I would be prioritised by phone number (some companies do this) to which I am received by a tape telling me they are closed and their opening hours are 8-6!!
Then finding out that you are closed on Saturdays… which to me is unbelievable at this day and age… if Wi-Fi goes down then people have to wait until Monday to speak to someone!!
Been trying all week and today I have been on hold for over 2 hours… and my Wi-Fi is down.
No reply to any of the emails for the past 2 weeks.

This company used to be digital home UK. Several issues with them that were never resolved. Unstable Internet. Costing 45 a month. Went with them as they were the first provider available through City wide recently installed in our city of Portsmouth. There were issues from the very beginning and we went with them hoping for better Internet and for it to be much faster as I work from home. The Internet went down once again and we had no way of getting through all numbers were disconnected, we were not getting any response from emails. Finally, we were told that it had been changed to zybre and to be honest it was rubbish customer service from the start. The email responses we had by email were short and verging on rude. We can never get through on the phone. I sent a request to cancel and what process to follow by email on the 1st March with no response as of yet. I sent a chaser today allowing 2 further days before I posted this review however my Internet went down again. After 7 failed attempts to get through on my mobile with the call either not connecting or when it does whichever option, I press the call is then ended. I work from home and need the Internet so after all this I asked a colleague who lives up north to try off our work phone so I can a recording of the exchange. On her 4th go she got further than I did and after pressing for customer service it told her she was 20th in the queue with an estimated 85 minutes before it will be answered. Following from this with no communication whatsoever that the company would be changing, poor service, rubbish Internet connection I feel forced to post this review and currently looking for a new provider ASAP. Would not recommend.

Yet again, no broadband, no contact, no communication. Can't even call them! And the contact I was given on my last trustpilot review bounced back the email.... I would attach the video of me calling them but I don't seem to be able to

Wish I could give no stars as 1 seems too many. 2nd time my Internet has gone down. So unreliable I did not choose to be transferred to this company and I would recommend anyone who is thinking of using this company to avoid it.like the plaque.

I was an Air Broadband customer. On the 7th of March 2023 I received an email to say that Air Broadband had been acquired by Zybre. Not long after my internet went down and hasn’t come back on since. I’ve tried all the usual stuff but the service LED on the ONT is off so it’s not an issue on my side. I was on hold for over 2.5 hours during which time I started at 7 in the queue and eventually got down to 2, and the estimated wait time went from 85 minutes down to 5 minutes, and eventually back up to 70 minutes. I can only assume nobody was actually answering calls. I’d also emailed them, not even a canned response.

This is not acceptable.

Installation was a week ago 3/3/23 with the MS3 engineers being prompt and efficient in their work.
That's where the problems have begun with Zybre - no router was supplied ahead of the installation. Emails go un-answered. Phone calls result in a 80+ minute wait with the only reason the numbers decrease is people hanging up.
Poor service so far, within 14 day cool off period so will be invoking my right to cancel very shortly and the DD will be cancelled to prevent monies being taken.

All I can recommend to anyone is Don't Do IT. I cancelled in the end as got fed up of false promises with no action. Now waiting for a refund as took payment from my account for something I never had. This was promised over a week ago and guess what still waiting. Now impossible to get to speak with anyone. Worst company for anything I have had to deal with. Wish I had never had that knock on the door from the sales person.

What a company! Guys avoid it if you can! Remember you will have the poorest customer service! No internet! We still waiting since 15/02/2023 today is 07/03/2023.. Promised to fix and still promises pending. DERBY CITY CUSTOMER

Absolutely terrible company if they are!! had router and everything set up since 9th January 23 and still no internet can never get in touch with them been on phone numerous times only to be hung up or offices are closed I wouldn’t recommend to anybody we just want it cancelling now sent an email but no reply yet

I was happy with city fibre, only to discover last week you have now taken over my contract. I haven't consented to this or signed anything therfor my contract is void. I have sent 4 emails, messaged on Facebook, tried to call but says numbers invalid. I want my line surrendered to giganet. I'm getting annoyed with there being ZERO customer service.

Horrific as soon as they got involved!

I started out trying to connect with Air Broadband. I was contacted by Full Fibre to book an installation appointment which was sorted on 02/03/2023, The team came and went no issues. The engineer said that we should receive our router anytime and to plug it in and away we go.

At this point I’d received an email saying that Zybre would be my provider and I should get a connection date sent through.
I heard nothing, contacted the team and had a router sent out to me which arrived on the 22/02/23. I followed the instructions and no internet connection,
I’ve contacted Zybre multiple times via telephone and email. I got a phone call back off the support team who said the issue is ongoing and should be sorted as soon as possible.
I’m still without connection at present, so I have contacted to state i am cancelling my contract (should I have received one anyway)

I’m still awaiting responses to previous emails sent.

Everything booked with 23rd Feb waited a week still not connected phoned hung on 1hour gave up on reply now cancelled rubbish

This company is a nightmare, I have random line drops, 1/5 of the speed I pay for even when hardwired and no Static IP which I pay extra for. They won't answer the phone or respond despite numerous emails and calls.

After reading these reviews I’m no regretting having joined Zybre!!!
No internet signal anywhere in my home apart from standing next to the router.
3 phone calls over 2 hour wait then get to number 3 in the queue to be cut off!!!
No replies, no contract, no email, completely hacked off!!! Do they have a14 day cooking off period as I’ll be actioning it if so!

Worse provider I have ever had the misfortune to be a (forced) customer of. Was with Air Broadband and this year (after term ended) wanted to move to Vodafone. 3 weeks it has taken me to get to the point that Zyber have turned off the internet but haven't told CityFibre to cease the line and therefore I am now stuck on mobile tethering as no other company can take over that line. Every time I phone its a 4 hour wait and end up giving up. I have involved a journalist in this process and look forward to this company being discredited.

Can't give 0 stars unfortunately. I am writing this review for it seems you may respond. My instalation was the 20th of February 2023. City fibre carried out the instalation but like others no router. After sitting in a queue for several hours I spoke to someone who managed to send a router days latter. However as to date and sitting in phone queues for hours on end I still have no Internet 10 days later. As a new customer If I cancled the instalation by city fibre you were going to charge me yet you can't even provide me with the service I signed up for. As this is within my 14 day cooling off period if you can't contact me within 24 hours I will take your silence as confirmation of a no charge exit from the contract. As its supposed to be Air broadband and not Zyber that I signed up too it seems nobody knows who is doing what or even how to answer a phone. Over an hour today in queue and moved 2 places in the queue. Can't express how much I am disappointed and annoyed with the level of service.

Disaster - no email confirmation of installation 2 hours on phone to find out given a different date. Rearranged correct date and engineer didn't turn up. Emailed to cancel - no response. Tried to sign up with another provider - couldn't as zybre still had a hold on the line. 2.5 hours on the phone, told definitely cancelled - email received confirming this. Arranged installation with another provider - again cancelled with 24 hours notice as zybre still had a hold on the line. Phoned by zybre to try and bring forward my installation (from the initial wrong appointment they had given me). Finally managed to cancel on my third attempt. When I contacted cityfibre the sigh from the call handler when I mentioned zybre said it all - terrible customer service, wouldn't touch with a barge pole