Fibrehop Avis 

Simply reliable and performs as advertised unlike many other providers I have experienced in the past. Keep up the good work.

Been with fibrehop from the word go, superb customer support, one example , I moved into a property that the previous tenants hadn't cleared their account and told their provider to put a cease of line. Cityfibre were so bad at resolving this , but as soon as Helen was involved we had them doing their jobs as they should. Superb, gotta say I will never move .

This company is excellent and could not do anymore for us than they did. Brilliant customer service and such lovely people. By doing what they did saved a long-standing customer from leaving.

Exceptional customer experience:

1. Simple offer, very competively priced and performed as expected
2. Easy online ordering process, proactive and accurate updates before, during and after installation
3. When I needed help with the service (a problem caused by me, not Fibrehop...), one of their team called me direct, from their mobile, and sorted it out beyond expectation within 24 hours!

Totally unexpected from a broadband provider and highly recommended!!!

Although they use the same cityfiber network as other isps offering ‘full fibre’, they still run their own infrastructure which seems to be far less reliable than their competitors. Twice in the last month my internet has been totally unavailable for over 12 hours and to add insult to injury they never update the status page on their website or publish any record of these outages or when we can expect a solution. The only thing they provide is a phone number which reads off an automated announcement that they are aware of an issue…

If you are wanting reliable service from an honest company I’d go with one of the many competitors

Had fibre installed ( not by choice ) by Cityfibre. Needless to say we were met with issues regarding going live due to a fault at the cabinet. Much to my disappointment Cityfibre washed there hands of the problem and refused to deal with me direct. Instead we were to go entirely through our waiting provider FibreHop. I was contacted by the absolutely wonderful Helen who if she doesn't already should ware a superhero Cape. She is an absolute delight to deal with by phone and text. The fantastic Helen kept me up to date and more importantly for me didn't pad the truth, she told me it wasn't going to be a quick fix what with having to chase the Cityfibre engineers. However amazing Helen was relentless in her undertaking of the challenge and didn't let up for a second. I hope and pray that Fibrehop know what a gem of an employee they have. Any company would and should be proud to have her on their team. A massive thank you to Fibrehop and a very special one for Helen. Great service.

I’ve been with Fibrehop since April 2022 and can definitely recommend them. I sense they are a smaller company, by virtue of me often speaking to the same people & actually I love that! The people & service has been great! The network service (supplied via City Fibre) has been generally good as well. I realise the network was new to my neighbourhood and did undergo 1 known interruption, but that is not bad for almost 12 months. I also get full line rate. The router in my home has reliable Wi-Fi and has also been solid in its functionality. The offer from Fibrehop was also quite a bit less per month than my previous provider, who offered 150MB @ £56/month. I now get 900MB @ £36/month. That is an excellent deal and I’m happy with their service!

Had a connection issue with my Fibrehop broadband, called the fault line and received a text within 10 minutes.

Adam was my assigned engineer and communicated every step of the way. My issues were resolved quickly.

Thanks Adam and Fibrehop

Waited so long for BT contract to end and chose Fibrehop because of their great pricing. Needed some help with my setup and Helen was amazing, fast to respond and act, even sent some messages over the weekend. Followed up and kept me updated. Highly recommend Fibrehop, excellent customer service.

I don't leave many reviews, but feel I have to let everyone know how great Fibrehop as been, excellent customer service and full communication but most of all really quick - a big thank you to Helen who is so customer focused and even picks up calls on her days off - a credit to the company, so far I have not had a service provider who comes close...

The fact that the office is open Mon to Fri 9-5.30pm and they turned up on a Sunday to fix my router.
I had a problem the router kept recycling, however, Fibrehop realised I was using the wrong power cable.
I can now relax and watch the football.

Recently switched from rip-off BT. Decided to go for Fibrehop as their prices were very competitive. Cityfibre installed service and worked perfectly. I decided I wanted a use a third-party router and bought the nest WiFi pro. Whatever I did it would not work. I called Fibrehop and they promised to look into it. Within an hour they texted me new configuration to try. It did not work no matter what I did. I text them back and they responded with a different configuration and it finally worked. Someone called Helen was genuinely interested in helping me resolve the issue as I was about to return the nest WiFi router. I now have really fast WiFi and really happy with service so far.

These people are something else, brilliant.

Helen at fibrehop has been amazing. We are a city fibre partner but use fibrehop for consumer sales. Had a very difficult order where talktalk were being a nightmare and Helen has been a star sorting the mess out and activating a customer's home address. Awesome customer service around.

I moved into my house nearly eight weeks ago. It has taken over seven weeks to get the previous provider off the line! Very very frustrating (in fact more stressful than actually moving house!)
I would like to say a very big thank you to the Fibrehop team. From the line becoming available it took just two days to send me the router and set up my internet. Can't thank them enough as you can imagine what it was like to have no internet.
Regards
Derek Shaw

Swapping broadband providers is rarely straight forward.
Fibrehop were really helpful and made sure everything was fully operational. The personal communication was amazing, the install team were quick and tidy. Would recommend. Thanks Helen! 😃

I was fed up with my provider keep increasing the monthly payment. I came to know about Fibrehop by a friend and signed up only 3 weeks ago, the service was not active on the expected date so I contacted their customer service and their representative Helen kept me updated and made sure that all was up and running. I was impressed that she was in contact with me by late evening on a Friday.
I then faced that connection was dropping a lot so Helen booked a visit and spent time to investigate the matter. I am really impressed with the overall service and highly recommend to everyone

Great customer service, very helpful and polite. Fast in fixing any issues you may have. Low price. Would definitely recommend.

We had Cityfibre installed round our area at the start of the year, and chose to make the switch from virgin media.
Being completely new to the area it was expected there would be some connection issues and so on, Yes at times it was very frustrating, to the point of almost calling it quits.
Now all of the issues are fixed, i can say that we have a 99% uptime rate at the moment which has been great, Fibrehops customer support has been fantastic at keeping me informed and in the loops of things going on.

I moved to FibreHop in 2021 when my previous contract ended with another provider using CityFibre’s network. Helen was excellent in getting me set up which required a manual process due to my previous CityFibre connection.

When outages happened on the network these were communicated updates were frequent and gave good timelines of rectification.

I only decided to leave due to a competitive offer from a competitor but due to some miscommunication my order was cancelled and Helen was very helpful in assuring me my service with FibreHop would continue which is outstanding service for a customer who has given notice to leave.

My rating is only a four star because I find the included router struggles to provide speeds and WiFi across my whole property in line with competitors. This is to be expected for a simpler service and pricing plan and customer as rectified through the purchase of a WiFi mesh and a little bit of set-up.

All in all, very satisfied with the FibreHop service and would highly recommend.