The service from Fibrely was impressive. The first router I received on Wednesday was set up by an Openreach engineer on Thursday but it wasn’t connecting to the internet. Once I got in touch, Emily... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Fiberly telephone customer first for no internet connection, after call for out of hours email support. Fiberly’s agent Mark was clear, methodical and patient while establishing the network connecti... See more
I was unsure about joining Fibrely at first as I hadn’t heard of them before. When I first got the WiFi, I had an issue with the password not working, which was frustrating. However, I called their... See more
Company replied
Great service from these guys. Installation went well and I'm getting above stated speeds. What I really like though is the experience when you want to contact them. It's such a relief to be able to r... See more
Company replied
Company details
- Internet Service Provider
- Internet Provider
- Phone and Internet Service
- Telecommunications Service Provider
Written by the company
UK nationwide ISP offering super speedy simple great value full fibre broadband. Our commitment is to provide exceptional value, lightning-fast spends, and top-notch customer service. All our broadband products are unlimited, and we offer download speeds from 80MB to 1000MB.
Contact info
United Kingdom
- 0330 822 42 64
- hello@fibrely.co.uk
- fibrely.co.uk
4.4
Excellent
931 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 77% of negative reviews
Typically replies within 1 week
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The internet is great. Everything else is a nightmare
The broadband itself is genuinely good — fast, reliable, no complaints there. Unfortunately that's where the positives end.
Since joining in December I've had nothing but billing issues. A service called 'Broadband Protect' was added to my account by default, and when I queried it I was told it would protect me from price increases during my contract. It didn't. I was then sent a price rise notification, contacted customer service, and was told in writing to ignore it as it wouldn't affect me. It did. The increase appeared on my next invoice regardless.
Getting this resolved took weeks of back and forth, conflicting information from multiple advisers, and at one point I was warned I'd risk disconnection for suggesting I pause my Direct Debit — over a billing error that was entirely their fault. One adviser offered to reduce my early termination fee, then retracted the offer in the next email. Another eventually admitted in writing that I had been "misinformed by colleagues."
The customer portal is clunky and unhelpful, and there is no way to cancel Broadband Protect without contacting customer service — who, by their own admission, can't clearly explain what it does.
I am now escalating to the Communications Ombudsman. For a provider that clearly has the infrastructure to deliver solid broadband, the customer experience is shockingly poor. If things go wrong — and based on my experience they might — you'll be on your own.
May 1, 2026
Unprompted review
Reply from Fibrely
Hi Josh,
Thank you for sharing your feedback. We’re truly sorry to hear about your experience.
This is certainly not the level of service we aim to provide, and we understand your frustration. We’d really like the opportunity to make things right and address any issues you’ve encountered as quickly as possible.
Please reach out to us directly with your order details or contact number, and one of our team members will personally look into this matter for you.
Your experience matters to us, and we’re committed to doing better. We've requested further information so we can look into the issues.
Kind regards,
Fibrely Customer Support
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Mark had a tenancy to solve issues!
Mark had a tenancy to solve the confusing issue of having to log in to he ISO using credentials as I was using a fixed IP address.
May 1, 2026
Unprompted review
Reply from Fibrely
Hi Tom,
Thank you so much for your wonderful review and your positive feedback for Mark. We'll be sure to pass this on to him directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
Excellent Technical Support
Got straight through to tech support - EXCELLENT
Spoke with a human ("Mark") not a chat bot - EXCELLENT
Mark was very knowledgeable and patient to my needs - EXCELLENT
Received all the help I needed - EXCELLENT
Note to Fibrely: Keep this type of service going, because that's what will differentiate you from other providers in the end!
April 30, 2026
Unprompted review
Reply from Fibrely
Hi J Davies,
Thank you so much for your wonderful review and your positive feedback for Mark. We'll be sure to pass this on to him directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
Just spoke a Lovley lady called Jane
Just spoke a Lovley lady called Jane. Very helpful, kind and patient. Thank you for your help and time. Very good experience. ⭐️⭐️⭐️⭐️⭐️
May 1, 2026
Unprompted review
Reply from Fibrely
Hi Poppy,
Thank you so much for your wonderful review and your positive feedback for Jane. We'll be sure to pass this on to her directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
Great customer service and support from…
Great customer service and support from Matthew
May 1, 2026
Unprompted review
Reply from Fibrely
Hi Donald,
Thank you so much for your wonderful review and your positive feedback for Matthew. We'll be sure to pass this on to him directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
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Mark was amazing at helping me set up my new router…
Mark was amazing at helping me set up my new wifi7 router and aimesh network through fibrely! kind, polite and patient thanks again mark
April 30, 2026
Unprompted review
Reply from Fibrely
Hi Stuart,
Thank you so much for your wonderful review and your positive feedback for Mark. We'll be sure to pass this on to him directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
Great Customer Service
Great Experience with Mark and extremely helpful!
April 30, 2026
Unprompted review
Reply from Fibrely
Hi JW,
Thank you so much for your wonderful review and your positive feedback for Mark. We'll be sure to pass this on to him directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
Tech support
Matthew from the Tech team was absolutely amazing, my services went live today but my device was unable to find my cable or connect and he guided me over phone knew exactly what settings I needed to change and reset, and why it wouldn’t go live, I didn’t get placed on hold not even for 5 miniutes it was very fast and professional I’m happy also with the speed😁😁
April 30, 2026
Unprompted review
Reply from Fibrely
Hi Dee,
Thank you so much for your wonderful review and your positive feedback for Matthew. We'll be sure to pass this on to him directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
Brilliant customer service Mathew…
Brilliant customer service Mathew solved the situation fast very polite from start to finish the company been Brilliant ☆☆☆☆☆ highly recommend
April 30, 2026
Unprompted review
Reply from Fibrely
Hi Marina,
Thank you so much for your wonderful review and your positive feedback for Matthew. We'll be sure to pass this on to him directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
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Donald was very informative and…
Donald was very informative and helpful! Thank you
April 29, 2026
Unprompted review
Reply from Fibrely
Hi Kyanne,
Thank you so much for your wonderful review and your positive feedback for Donald. We'll be sure to pass this on to him directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
I had Mark supporting me with my issue
I had Mark supporting me with my issue, and after many phone calls, he was finally able to provide a solution. He has been the best support throughout.
April 29, 2026
Unprompted review
Reply from Fibrely
Hi Lleana,
Thank you so much for your wonderful review and your positive feedback for Mark. We'll be sure to pass this on to him directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
We had a power trip and lost connection…
We had a power trip and lost connection with the service provider. Lloyd managed to patiently restire the connection within half an hour despite me slowing him down. Very fast, very attentive.
April 29, 2026
Unprompted review
Reply from Fibrely
Hi Will,
Thank you so much for your wonderful review and your positive feedback for Lloyd. We'll be sure to pass this on to him directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
Mark was extremely helpful and…
Mark was extremely helpful and patiently talked me through the process of correcting my blunder, even taking the time to repeat processes to me when I couldn’t hear him due to kids in the background , he made an extremely stressful and awkward process go smoothly , thanks again
April 28, 2026
Unprompted review
Reply from Fibrely
Hi Alex,
Thank you so much for your wonderful review and your positive feedback for Mark. We'll be sure to pass this on to him directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
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Customer service
Customer service
Mark was very patient and knowledgeable in guiding
me through the installation process
April 28, 2026
Unprompted review
Reply from Fibrely
Hi Sanda,
Thank you so much for your wonderful review and your positive feedback for Mark. We'll be sure to pass this on to him directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
Been frustrated since the installation…
Been frustrated since the installation over a month ago. Nowhere near the speeds I signed up with them for and almost every day at random times, the Internet disconnected for anything from 5 to 60+ minutes. To be fare to them they did reply promptly to my emails and connected me to their technical team quickly.
I've emailed and phoned so many times I've lost count and each time they talk me through the SAME diagnostics procedures instead of actually reading previous engineers notes, that if they were bothered to write any?
I've refused to pay the 1st bill as they haven't provided me with the service I signed up for. I'm desperate for the Internet connection as mobile phone signal is poor, and I need to upgrade my care team who are helping me with Stage 4 Cancer. I can do without this unnecessary stress and I've explained that I'm also registered disabled so I can't keep going down and up stairs to tell them what lights are on the equipment and sometimes do a cold start reset. I'm an ex-military electrical and communications engineer of 30 + year's until recently so I know my way around equipment. They provided all the equipment and now suggested I speak to Asus directly to explain the issues. UNBELIEVABLE!
I've asked for a new replacement router and they just keep saying 'you need to speak to tech or Openreach to sort the line speeds as when connected I get between 18 & 40 ish maps not the 500 I'm contracted for.
Fibrely. . Please don't insult me further by just sending me one of those generic insincere letters asking me to reach out etc.. all you need is this.
F - 0015567 FIB123565 to also verify I'm the 'account holder'
Let's hope they sort it out before my own signal breaks up and I too go offline!!!
March 20, 2026
Unprompted review
Reply from Fibrely
Hi Gary,
Thank you for sharing your feedback. We’re truly sorry to hear about your experience. I can see you are in contact with one of our best technical support specialists, Andre.
Rest assured that you are in good hands, and we will do our best to help you resolve your connection issue.
Kind regards,
Fibrely Customer Support
Fast and friendly Customer service.I…
Fast and friendly Customer service.I spoke to Donald from customer service.He was excellent.sorted my query with no hassles etc.
Excellent overall service and would highly recommend Fibrely!.
April 27, 2026
Unprompted review
Reply from Fibrely
Hi Daniel,
Thank you so much for your wonderful review and your positive feedback for Donald. We'll be sure to pass this on to him directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
Lloyd was very polite and very helpful…
Lloyd was very polite and very helpful thankyou
April 27, 2026
Unprompted review
Reply from Fibrely
Hi Kayla,
Thank you so much for your wonderful review and your positive feedback for Lloyd. We'll be sure to pass this on to him directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
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I do NOT recommend
I was about to sign up with Sky but their website said 14 days for internet so I signed up with Fibrely because there site allowed me to choose a day within 5 days. The problem is, that WAS NOT TRUE. It's been 23 days and they still haven't set up my account. The difference between the companies is that one is upfront about the time it takes, the other is NOT.
On April 24th, was able to choose an install date of May 4th. That date came and went and everyday when I've asked about it I get the same response - "We've followed up with our Provisioning Team and are still awaiting an update". No idea of a date, nothing AT ALL. I work from home so to say I'm frustrated is an understatement. Based on the other reviews (not the fake ones always mentioning a specific person) it's a problem to get internet set up. I feel completely deceived by Fibrely.
*UPDATE* It's May 19th, 5 days shy of a MONTH from signing up. They are still saying "This has been escalated to our Provisioning Team". Clearly the "provisioning team" is not working this month.
April 23, 2026
Unprompted review
Reply from Fibrely
Hi Chris,
Thank you so much for your positive feedback to our Customer Support Team. Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey.
However, we’re truly sorry to hear about your experience with another provider. We cannot speak on their behalf, but as for Fibrely, we are doing our very best to deliver and make our customer's happy with our service.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
I had a great experience with Mark…
I had a great experience with Mark while resolving my internet issues. He was patient, knowledgeable, and explained everything clearly, making the whole process much less stressful.
April 25, 2026
Unprompted review
Reply from Fibrely
Hi Yel,
Thank you so much for your wonderful review and your positive feedback for Mark. We'll be sure to pass this on to him directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
Great Service
Thanks to Lloyd for his prompt and friendly advise that set up our internet connection
April 25, 2026
Unprompted review
Reply from Fibrely
Hi Jacob,
Thank you so much for your wonderful review and your positive feedback for Lloyd. We'll be sure to pass this on to him directly! We truly appreciate you taking the time to share your experience with us. It means a lot to know that our service met your expectations and that we could make a positive impact.
Your feedback motivates our team to keep delivering the best service possible, and we’re so glad we could be part of your journey. If you ever need any assistance in the future, we’re always here to help.
Thanks again for your trust and support!
Best regards,
Fibrely Customer Support
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