Fibrehop Avis 

Great speed, incredibly helpful, friendly service. Had some problems recently (what provider doesn't occasionally) but Helen in customer service is phenomenal!

I have been with Fibrehop for a year and really have been disappointed with the service. The frequency of full outages is way beyond anything I have experienced with previous providers, on at least two occasions now I've had to fork out for increased data from my mobile provider in order to be able to use my mobile data to do my job, due to the length of the outages.

It's not all bad, when the speeds are good they're really good, but for someone that works full time at home, I need a dependable service and all of my previous providers have been able to provide that, it's just a shame they all shaft loyal customers and you have to leave to then come back and obtain good deals!

My contract was due to end next month and the last outage made up my mind to switch providers. Even the leaving process is quite bizarre. I called up and was asked to leave details and wait for someone to contact me, on their website they also list an incorrect number to call to cancel. Then I get a text message from a random mobile number to confirm my cancellation. No email in writing or update to my contract details when I login to my account, just a text message. I have no issues with the individual sending the texts, just seems like a thoroughly unprofessional service from what is supposed to be a professional company.

Very rarely have I received any outage especially compared to my recent isp's the gigabit package is well priced compared to competitors and provides a stable speed, the customer support is truly excellent and when we did receive an outage it was fully explained and communicated at all stages

Excellent service and well priced. They have downtime/issues the same as any service provider, but I can confirm that they do care. The last time they had a service issue they kept me well informed, which goes a long way we these thing happen, which is a top effort especially considering they're only a small team.

I cannot wait for my contract to finish so I can move to another internet provider. Unreliable service from fibrehop, I have no internet since 10:30am and now it’s 9:07pm still no service. I wish I didn’t cancel Virgin media.

No internet for nearly 12 hours and counting! Although I am closely following the updates (which I had to search for as they can’t log me into my account), I am having to use hotspot 4G on my phone which is costing me money as I work from home. Couldn’t get through twice as waiting but no answer.

Overall really not good. Speeds are I consistent at best and I have regular dropouts. Some last minutes others hours.

Despite reporting this multiple times, they do everything except fix the problem. After months of raising the issues, i've given up and will switch as soon as the contract is over. This has been by far the worst experience I've ever had with a telecoms provider, and I used to be with Virgin Media!

Note on reply, same nonsense they come out with everything. Maybe it's your stuff that's the issue, way to try and blame the customer for your poor performance.

I was going to book with Fibrehop after reading the reviews, only to find when visiting their website that its a whopping £65 set up fee!!!!
FACTCO - Free Install and Free Router
LINK - Free Install and Free Router
BOUNDLESS - £30 Activation Fee - Router ?
TALK TALK - Free Install ans Free Router
VIRGIN - No set up fee's
...and so it goes on

Come in Fibrehop, why the £65 set up fee?

I've just switched my broadband to Fibrehop. For the first three weeks the service was great, nice and fast with no drops. This didn't last unfortunately and the connection went down completely for four days, there were no lights on the fibre box so I think this was due to CityFibre's network rather than Fibrehop's.

I contacted Fibrehop about it and they were great, responding promptly and keeping me updated about a CityFibre network problem in my area which was due to network damage. The problem has now been solved and my connection is working well again.

I've given Fibrehop four stars for the moment. They have dealt with things very well but I'm not yet sure how reliable the CityFibre network that they use is. Hopefully it was just a one off or something outside their control. I'll see how it goes from now on and update this review accordingly.

Terrible service since day one their router just keep disconeting with all my devices phones tablets this is so anoing when I checked status it says is offline all the time and this is this supa dupa technology pffffff I lost so much of my mobile data and I realy regrat switching from BT I had 10× slower internet but I can't see any difference

Somewhat regular connection drops or slow connection (likely caused by City Fibre) and high ping for fiber. Basics like port forwarding and using your own router require you to email support to fix on their end but to their credit they reply quickly.

Updated review; so after emails not being received. We have now made contact and have agreed to signup. Placed the order and have received confirmation, now waiting for confirmation of cityfibre confirming the switch.

I had problems with my router from installation at 11am but Helen answered my call and worked till 8.30pm to sort my problems. Would recommend her to anyone 👍

Working very well again, but will still leave my previous post here.....Good Internet when it's working, mine has been down since 7.30am 13hrs later still nothing, two phone calls made, 1st one told me that the network has just been fixed and now working, 2nd call stating there was no change and my Internet was still down, was told it would be passed on to the right people, and they will call to let me know what was going on. 4hrs later still waiting on that call...

Helen is an absolute star. There was an issue in provisioning our new account so Helen spent loads of time helping troubleshoot the issue and helping us setup our own router.

Once done the connection seems to be as quick if not quicker than BT.

I’m not sure if I done a review before or not, but i generally want to do another one. I don’t know how this company isn’t all over the tv etc because it’s a real hidden gem. I only make reviews when I truly believe the efforts been put in. And fibre hop have gone above and beyond for me. I’ve been with them for a few years now, and I’ve never had any issues with the broadband. It was HORRIBLE before them. I couldn’t even load YouTube was constantly arguing with my laptop and tv because it wasn’t going fast or even moving at all 😂😂 I had alsorts of companies “claim” that they could offer it, after going through 3 internet providers I had given up. So long to cut a long story short, they have done a massive service being able to provide what they do, as I rely on the internet heavily.

no more laggy internet! no complaints from my 17 year old gamer, so all good, almost a year with fiberhop

We’ve been with Fibrehop for about 18 months as it’s the cheapest we have been able to find for gigabit speeds.

Today I dealt with the Technical support for the first time as I had managed to bring our internet down by trying to install a mesh network. The technical support provided by Helen was excellent. She phoned back within an hour of reporting the issue and talked me through how to get us back online. She also provided contact details over the weekend in case I needed more support.

Great service meaning I don’t have to deal with the kids not having internet over the weekend!

We have been with Fiberhop since 2021, we are always emailed when there is maintenance planned well in advanced, we have had 1 day of no internet due to an outage, other than that we have had a brilliant experience, calls are answered fast and a clear explanation is always given, the speeds are amazing and we couldn't be happier

Fantastic service, never got put on hold, delt with people who understood English and were exceptionally happy to help. Service is better & cheaper than majority of ISPs.