Fresh fibre have been one of the best customer services iv ever experienced. The service they provided was well worth the cost. I would recommend it to anyone who still likes to communicate directly w... See more
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Very professional and helpful service If you can get fresh fiber in your area I would highly recommend them
I have had no problems with Fresh Fibre and any slight issues have been resolved immediately. The broadband service has been fine throughout my contract. I am only changing provider because my n... See more
When there was an outage in our area the customer service team, were so helpful, professional and friendly. The issue was resolved within the hour and we even received a phonecall to check we were b... See more
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
420 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 50% of negative reviews
Typically replies within 1 month
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I asked to cancel my services but as…
I asked to cancel my services but as the speed is not as advertised and they gave me a load of crap about an up date
March 20, 2025
Unprompted review
Reply from Fresh Fibre
Hi Tracey,
Thank you for your feedback. We're sorry to hear about your experience. Unfortunately, we've been unable to locate your account in our system to investigate further.
A request for your account information was sent on Thursday, March 20 to help us resolve this matter, but we haven’t yet received a response.
If you’re still experiencing issues or would like to discuss your cancellation, please contact us directly at hello@freshfibre.co.uk so we can assist you as soon as possible.
Kind regards,
The Fresh Fibre Team
Poor installation and customer service
Got installed with the wrong light levels coming into the property after 3 months they finally sent a new engineer to fix this.
Shortly be before they sent me out a router without telling me. Just received an email at 7pm saying they are going to charge me for the router.
Shocking communication.
March 3, 2025
Unprompted review
Reply from Fresh Fibre
Hi Joshua,
We're sorry to hear about your experience with Fresh Fibre. From our understanding, this issue has now been resolved. We appreciate your feedback and will look to improve on this for future encounters as this is not the level of service we aim to provide.
Kind regards,
The Fresh Fibre Team
Excellent service
Having a person to speak to rather than some useless robotic filtering answer machine is worth being with you guys alone, but the help and after care together with your prompt answering and help is excellent - well done to you all.
March 3, 2025
Unprompted review
Reply from Fresh Fibre
Dear Peter,
Thank you for your fantastic feedback! We truly believe in providing real, human support, so it’s great to hear that our team has made a difference for you. Your kind words motivate us to continue delivering excellent service.
If you ever need anything, we're always here to help!
was very efficient...
In all was very efficient.... installation was brilliant... customer service was more than adequate.... there were a few teething problems with router but service is excellent so far 👌
January 3, 2025
Unprompted review
Reply from Fresh Fibre
Dear Steve,
Thank you for your great review! We're delighted to hear that your installation went smoothly and that you're enjoying our service. We appreciate your patience with the initial router setup, and we're glad everything is running well now. If you ever need any assistance, our team is always here to help!
Enjoy your fast and reliable connection!
Already having problems ,the Internet…
Already having problems ,the Internet won’t work ,I contacted the company and was given instructions on how to fix my problem but it didnt do anything so my Internet still don’t work
February 18, 2025
Unprompted review
Reply from Fresh Fibre
Dear Aidanas,
We’re sorry to hear about the issues you’ve been experiencing with your internet. Our team sent a request for more information on Wednesday, February 19, as we were unable to locate your account, but we haven’t received a response yet.
Please reach out to us at support@freshfibre.co.uk or call 0333 344 8646 with your account details so we can assist you further and resolve this as soon as possible.
Not having a great time
We signed up with FF through a door to door salesperson, which is not something I ever do, but he seemed nice and assured me that I could cancel my existing contract with Sky when the prices increased, which i could.
However, this is where the bad experience starts. The service “started” (and I was being charged for the service!) before the router even arrived. I phoned and it become apparent that the router hadn’t left their offices yet. Surely it would make sense (and my experience with other providers was) to send out the router ahead of the connection day? This didn’t seem to be their process which meant I was paying for around 5 days of internet without having any.
Once the router arrived we started to have problems with our devices losing connection. I messaged them on WhatsApp about this several times, but was ignored, despite having previously messaged with them before (so I know the number is right). After a back and forth they agreed to send out a new router, but the problems have persisted.
The customer service hasn’t been great. I get the sense that they’re a very small company. When you phone them up you’re waiting for a few minutes, but it doesn’t feel like you’re in a queue, more like you’re waiting for someone to come to the phone. Their WhatsApp option isn’t reliable (as mentioned above), and it all feels a bit slapdash.
I was really excited to be using fibre broadband like this, rather than from a big supplier, but I don’t think I’ll be trying again.
February 16, 2025
Unprompted review
Reply from Fresh Fibre
Dear Nick,
Thank you for sharing your experience with us. We're sorry to hear that your journey with Fresh Fibre hasn't been as smooth as expected. We understand how frustrating it must have been to face delays with your router and connectivity issues after installation.
We want to assure you that we’re actively working on improving our processes, including streamlining router dispatch and enhancing our customer service response times. Our team is continuously refining our approach to provide a more seamless experience, and we’re committed to keeping you updated as we work towards a resolution.
If you’re still experiencing any connectivity issues, please don’t hesitate to reach out—we’re here to help.
Not the best goes down alot for hrs…
Not the best goes down alot for hrs days at a time not worth the price ball ache constantly re setting things back up . Trouble shooting stay away small print they have 8 weeks to fix a problem locked in don't do it
February 1, 2025
Unprompted review
Reply from Fresh Fibre
Dear Lindy,
We’re sorry to hear about your experience. We previously sent a request for your details so we could investigate this matter, but we haven’t received a response. Unfortunately, without your account information, we’re unable to locate your record in our system.
If you could provide your account number or the full name and address associated with your service, we’d be happy to look into this and work towards a resolution. Please contact us at support@freshfibre.co.uk or call us on 0333 344 8646 at your earliest convenience.
We’re here to help and look forward to resolving this for you.
Qadr sorted my issue quickly and…
Qadr sorted my issue quickly and efficiently. So far all interactions with Fresh Fibre have been positive. Would recommend to friends and family.
January 31, 2025
Unprompted review
Reply from Fresh Fibre
Dear Mrs. Di Nunzio,
Thank you for your kind words! We're delighted to hear that Qadr was able to resolve your issue quickly and efficiently. It’s fantastic to know that your experience with Fresh Fibre has been so positive.
We truly appreciate your recommendation and look forward to continuing to provide you with great service. If you ever need anything, we’re always here to help!
Fantastic experience with fresh fibre
Fantastic experience with fresh fibre!
Was with plus net before which was absolutely shocking especially when working from home, never had a problem with fresh fibre! Good internet that never cuts out!
January 30, 2025
Unprompted review
Reply from Fresh Fibre
Dear Troi,
Thank you for your fantastic review! We are delighted to hear that you have had such a great experience with Fresh Fibre, especially after your previous challenges. Reliable internet is essential whether you are working or enjoying your free time, and we are glad we could provide the seamless connection you need.
If you ever need anything, we are just a call or message away. Enjoy your fast and uninterrupted broadband!
Awful
Signed up to an internet deal via a fresh fibre representative that had been door knocking back in August 2024. They took my bank details and set up a direct debit, but did literally nothing else. No router, no internet, no further communication and no response when I tried to get in contact.
August 12, 2024
Unprompted review
Reply from Fresh Fibre
Dear Consumer,
We’re truly sorry to hear about your experience and sincerely apologise for any inconvenience caused. To help us assist you better, we’ve already sent out a request for your full name, email address, phone number, and order details but have not yet received a response.
Unfortunately, we’re unable to locate your account without further information. We would greatly appreciate it if you could provide these details so we can investigate this matter and resolve it promptly.
Thank you for your understanding, and we look forward to assisting you further.
Very helpful and understanding
Very helpful and understanding.
Helped resolve the problem easy and simply
Thankyou
January 16, 2025
Unprompted review
Reply from Fresh Fibre
Dear Vikki,
Thank you for your kind words! We're so glad we could resolve your issue easily and simply. Providing helpful and understanding support is what we strive for every day. If you need any further assistance, don’t hesitate to reach out.
My problem had been resolved very…
My problem had been resolved very quickly
January 2, 2025
Unprompted review
Reply from Fresh Fibre
Dear Tatyana,
Thank you for sharing your experience! We're delighted to hear that your issue was resolved quickly. Providing fast and efficient support is what we aim for.
If you need anything else, we’re just a message away!
Left without wifi for a day
Wifi has been good up until new years where I have been left without wifi since 22:30pm on New Year’s Eve and still hasn’t been up the whole of 1st Jan
No reply’s to emails and no answers from call number
December 31, 2024
Unprompted review
Reply from Fresh Fibre
Dear Jaike,
Thank you for your feedback, and we’re very sorry for the inconvenience you experienced over the New Year period.
After reviewing your case, we can confirm that the issue was due to a network fault, which we promptly reported to the network provider. An engineer was dispatched on January 2nd, and we're glad to see that your connection has since been restored.
We appreciate your patience during this time and remain committed to ensuring you have a reliable and seamless internet experience. If you encounter any further issues, please don’t hesitate to contact us.
Absolutely shocking
Absolutely shocking.
They tell you to handle the cancellation with your current provider and then when something goes wrong leave you high and dry without any internet.
Engineer says the pipe is blocked and can’t get the wire through, 3 weeks on and they can’t even give me a date as to when the line will be finally installed.
Terrible service when they are aware I am reliant on my internet line for work.
When escalating to higher ups they eventually just start ignoring your emails.
Absolute waste of time. Don’t bother.
December 9, 2024
Unprompted review
Reply from Fresh Fibre
Dear Wainwright,
Thank you for sharing your feedback, and we sincerely apologise for the frustration this ongoing issue has caused. We completely understand how important a stable internet connection is, especially when you're reliant on it for work.
The delay in your installation is due to a blockage in the external duct, which requires a civil engineering team to clear. The network provider has informed us that they are currently waiting on permission from the local council to proceed with the necessary work, as the blockage is located on council property.
We know this situation is far from ideal, and we want to assure you that we're doing everything we can to push for a resolution as quickly as possible. Our team will keep you updated with any developments, and if there's anything more we can do to assist in the meantime, please don’t hesitate to get in touch.
Thank you again for your patience and understanding.
Understanding on cancelling my order
Understanding on cancelling my order. Thank u
December 20, 2024
Unprompted review
Reply from Fresh Fibre
Dear Miss Diane,
Thank you for your kind words! We’re pleased to hear that your cancellation process was handled smoothly and that you felt supported throughout. If you ever need assistance in the future or decide to return, we’d be happy to welcome you back.
There was a slight problem setting up a…
There was a slight problem setting up a new DD for my account. Raised query first thing in the morning and Anfal from customer services resolved it by 11am. Excellent service.
December 20, 2024
Unprompted review
Reply from Fresh Fibre
Dear David,
Thank you for your kind words! We're pleased to hear that Anfal was able to resolve your query quickly and provide you with excellent service. Ensuring a smooth experience for our customers is always our priority.
If you ever need further assistance, don’t hesitate to get in touch—we're always happy to help!
Great customer service
What can I say fresh fibre are amazing
I had no Internet do to bad storm we had, Ibrahim got in touch and talked me through step by step how to get connected again with no hassle.
Thanks Ibrahim you're a star
December 20, 2024
Unprompted review
Reply from Fresh Fibre
Dear Tim,
Thank you so much for your kind words! We're glad Ibrahim was able to guide you through the process and get you back online after the storm. Your feedback means a lot to us, and we’re happy to hear that our team made it a hassle-free experience for you.
If you ever need further assistance, we’re always here to help. Thanks for choosing Fresh Fibre!
Very understanding company!!
Family run business Very understanding company Jason the director is lovely and couldn’t have helped me more in the situation I was in very good customer service !! Sorted my connection services due to the bank messing up payments and got us back up and running make sure you mention if you have a problem these guys go above and beyond to help!!!
December 19, 2024
Unprompted review
Reply from Fresh Fibre
Dear Harriet,
Thank you so much for your wonderful feedback! We're delighted to hear that Jason and our team could assist you during a challenging situation. At Fresh Fibre, we strive to go above and beyond to ensure our customers feel supported and valued.
We’re thrilled to have resolved the issue and gotten you back up and running. If you ever need further assistance, don’t hesitate to reach out—we’re always here to help!
Hi had a great manager called jhon who
Hi had a great manager called jhon who. Has finally got to. The bottom of my issue so looking forward to installing my broadband good on ya jhon
December 18, 2024
Unprompted review
Reply from Fresh Fibre
Dear Riksta,
Thank you so much for your kind words and positive feedback! We're thrilled to hear that our manager John was able to assist you and get your issue sorted. Providing excellent service is our priority, and it’s great to know we could help.
We’re looking forward to getting your broadband up and running. If you need any further assistance, please don’t hesitate to reach out.
Thank you for choosing Fresh Fibre — we’re excited to welcome you on board!
Fresh Fibre - A breath of fresh air in Broadband.
Fresh Fibre have been exemplary in terms of their broadband products and after sales customer service. We have experienced an increase in devices with the home and have now upgraded to accommodate that. We have several gamers in the house and look forward to even faster speeds. I will mention John O’Connell from Customer Services, who understood our needs and was an absolute pleasure to deal with in meeting them. Very personable and knowledgable. An asset to the company. Thank you.
December 17, 2024
Unprompted review
Reply from Fresh Fibre
Dear Dave,
Thank you so much for your glowing review! We're delighted to hear that you're enjoying your upgraded service and that our broadband is meeting your household's growing needs—especially with several gamers in the mix!
We're also thrilled to hear such kind words about John. It's always great to know when our team makes a positive impact. We'll be sure to pass along your praise!
If you ever need anything else, we're here to help. Thank you for choosing Fresh Fibre, and we look forward to keeping you connected at lightning-fast speeds!
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