Had a minor account query which Matt resolved quickly. Really positive phone calls which build trust in the service. Well done

Jason was extremely helpful, friendly and informative - he answered all my questions and did all the admin for me.

A slight hiccup with installation but Matt was excellent. He chased up installation progress, kept me informed and stayed on it until it was sorted. Thank you.

Jason was brilliant. He explained everything and told me about the different options. He made everything easy and straightforward.

One star is really pushing the limit of how I feel about this situation currently.
I signed up with the company on the 18th July, after advising that I needed the connection sooner rather than later due to university starting and also running a business from home. The area in which I live is very remote and impossible to get any 4G phone signal to access my accounting software from home. I was told at the time of sign up that the infrastructure was already in place and it would be a straight forward install. The initial date was three weeks from sign up but was told this would be passed onto the team and requested an earlier date. After some complications, a lot of chasing and an area manager coming out to the village who advised that once landlord paperwork was signed it would be 3-5 days for installation, I stayed patient and kept chasing the landlord and connect fibre to get the paperwork signed. This was on the 28th August when the paperwork was finally signed, I then followed the confirmation email with a phone call to connect fibre to request a new install date- which was 2.5 weeks later, certainly not the 3-5 days I was advised by the area manager in the village!
However, I was told someone would call me back that day to advise if this could be brought forward, a call I never received!
I called the previous week Monday, Tuesday, Wednesday and Thursday- again with a promise someone would call back and resolve the issues, and again the following week Tuesday and Friday with again promise to call back however again a phone call I didn’t receive.
Friday 4th September, I called requesting an update to be told that it was delayed due to paperwork issues even though the paperwork had already been signed and completed 2 weeks previously. Then another email to say that the civils team would be out that day with no notice, I requested that I was there when they arrived, told them I would be home for half 2 latest. They arrived at 1pm, spoke to a neighbour, had the information entirely wrong from what was originally discussed and where the work would need to be and was confused when the neighbour advised that the install was Wednesday 9th September. I phoned Connect fibre again once I was home to request an answer, advised that someone would call me back again that day and again it was a phone call I never received. I have put on a formal complaint to the customer service team, I have rang multiple times to try and get answers on this, I’ve been patient and fair with all the requests, I’ve asked to speak to management but was denied access to them. The entire thing has left me struggling alone, with no internet at all, no phone signal, unable to prepare for university continuing in September and unable to send invoices to my clients in order to get paid!
All I have received is the customer service team, install team and beyond unable to give me the answers I needed in regards to my install and falsely selling me Internet with the ideal that if I book a certain installation date then they will be able to bring it forward.

A very unhappy, nearly customer!

One afternoon Connect Fibre pulled the cable underground to my door, carefully relaying some block paving. A few days later my broadband/ wifi was set up and tested on my devices.
Efficient and effective set up and works great.

Whenever I check the speed it is either on point or above.

Paul was extremely helpful, very professional and knowledgeable when helping choose the right package for me. Excellent service!

The installation was fantastic, and the broadband connection itself has been flawless. Unfortunately, my experience with Connect Fibre’s handling of our house move has been far less positive.

We moved house in June and followed the house move process through their customer services team. However, for some reason, our old account at our previous address was never cancelled. As a result, we were charged for two line rentals for the following three months.

I accept that I didn’t notice the issue immediately and only became aware when a larger payment left my account in September. However, Connect Fibre also failed to identify the duplicate billing, despite continuing to take payments for an account that should have been closed.

In total, I was overcharged by £180. I was told the issue had now been resolved and that I had been fully refunded, but this was incorrect — I have only received £120, leaving me still £60 out of pocket.

What is particularly disappointing is the handling of the complaint. Given that Connect Fibre held my money for three months due to an error on their part, I believe some consideration should have been given to compensation or at least a gesture of goodwill. Instead, I was simply told that no compensation would be considered.

It’s a real shame because the installation and broadband service have been excellent. However, Connect Fibre’s administration and complaint handling leave a lot to be desired. A good product is only part of the customer experience. How a company deals with problems when they arise matters just as much and shows you how much you mean to them as a customer.

Five Star Experience with Connect Fibre in connection with ordering their high speed Broadband package. Interaction with their Telesales Executive, Paul Long, was excellent throughout. He provided a highly efficient, personable and knowledgable point of contact during the whole process from initial enquiry and quotation to placing the final order and arranging installation. Great Customer Service. Would fully recommend.

Professionally installed on the agreed day. All working as expected. Thank you to your team.

So far all my interactions with connect fiber have been easy, professional, and helpful.

James was our main man for the install, he explained everything before anything was started, he answered all my questions, before starting, and even explored and suggested optional locations for the router before we settled on choosing a placement, (i thought our original place would be best, but after the tests , the results showed his thoughts to be correct) and i was pleased that he explained to me why that was the case (as I'm not as tech savvy as some).

they (the other two fitters/engineers/installers) were courteous and considerate, (asking if it was ok to keep shoes on when coming into the house or if I'd like them to remove them).

and once the install was done and checked , everything was explained, and I was talked through connecting my device , "while I did it myself ".

this is liked because this is how I learn.
Not that I was just shown, actually talked through the whole process so I could see how each stage and screen step happens and works, this was in my opinion the best bit of the whole thing, James was excellent.
it all was brilliant, thanks and well done to James and team.

We are just very pleased with how everything was completed . We were kept informed from start to finish ,and the staff on the phone were extremely good ,nothing was too much trouble. The price was an added bonus too. So well done to Connect,and a very well done for having uk phone lines. The connection was made on 12th August and so far so good ..

I spoke to Paul who was very polite and helpful. He explained everything to me about the broadband deals and phone and was very helpful 👌 I got a good deal for broadband and landline and get to keep my same landline number! which is great. It's a fixed rate for 2 years and no added extra costs. Which is fantastic and also you get £50 cash back after your 1st 30 days. I would recommend this company and ask for Paul who is very helpful a very nice young man. Thank you Paul for your help.

I had a problem with my internet speed I spoke with Sarah, and Sarah went above and beyond with her helpfulness, she fixed my problem. I wish everyone was as professional as Sarah was, a big thank you from me.

Paul was very helpful in dealing with my queries, and if he didn't know the answer, he found out from someone who did!

Great customer service and got me a great deal in the process. Would definitely use Connect Fibre again due to Paul's service.

Dom

We've been with Connect Fibre for around 14 months. There's been around a dozen or more outages. Technical support are helpful and resolve any internal connection issues we've had. This issue is they use their own fibre network, which lately had 4 outages. As home workers, we need a consistent and reliable network. We had this with Sky, via the vast BT network, without a single outage over 5 years. Ultimately its cost us more as we've had to pay for mobile data, which we use a lot due to the amount of data required to access work systems. CF accept no responsibility for their outages. Once my 2 year contract is over, I'll be switching to a more reliable provider.

Excellent salesman, easy to listen to and talk to. Good sales pitch.

Although there were a few issues with actually getting the line to my property, the actual installation was faultless. Owen was our installer and was excellent. Rob was the supervisor who sorted out the initial issues with the line. Speed is excellent too. Great job.

Very helpful and friendly. Able to answer all my queries