FibreNest Avis 

Had some trouble connecting after moving into our new property. After a quick call with Anna this was swiftly sorted. Thank you for getting us online as we get to grips with our new home.

Lolu, the customer support agent was very helpful. He remotely set up the wifi and guided me thoroughly how to activate. Thank you.

It was easy to find a contact for Fibrenest to telephone, email etc. Some companies keep such contacts a well kept secret which doesn’t help customers at all! I spoke with a lovely lady called Zoe Wilcox who was very professional and patient with me as she talked me through how to rectify my query. Everything was explained in understandable instruction! We have chosen Fibrenest as 3 family members have recommended them. Thank you Zoe for your help. 😊

Erin didn’t mess about! She fixed my problem within minutes and knew exactly where the issue was. Good work

I had a very positive experience with my router issues from Erin. Happy customer.

Zoe was friendly and efficient and fixed my issue in minutes

Anna was professional and managed to check the system and resolve the issue within minutes.

Good customer service all round, very helpful

I got through to your colleague we explained our problem and he was thorough in explaining everything that he was going to do with our support as well he got the job done brilliant thanks for all your hard work

Very helpful advisor, he arranged for an engineer to call. It was actually fixed a day early which was so helpful. Very good service, reliable and professional. Thank you 🙂

Great customer service from FibreNest
Mickey was absolutely brilliant. He talked me through everything step by step. He showed so much patience with me. He is clearly very knowledgeable and in my view deserves some sort of recognition . Nothing was too much trouble for Mickey including having to keep calling me back when the telephone line kept dropping out. At no point did he make me feel uncomfortable (as I don’t have a clue!) if anything he gave me confidence to overcome my fear of anything technical.
Please pass on my sincere thanks to Mickey. He is an absolute star and your company is very lucky to have such a helpful, patient , kind professional member of staff. He is an asset to your team.
He offered the best Customer Service I have received in many, many years.
I would be most grateful if you could forward this email to him and also his line manager.
Yours sincerely

Hi FibreNest Support Team,

I am writing to raise concerns about the current approach to parental controls and safeguarding support provided to customers.

At present, customers are primarily directed to generic hyperlinks and instructed to use the Linksys app as the main tool for managing online safety. In practice, this solution is not user-friendly or effective for many households, particularly those trying to protect vulnerable children from harmful online content.

As a customer, I have found the Linksys app difficult to use for several reasons:

It relies heavily on MAC addresses rather than clear device names, which makes identifying devices confusing.
It does not reliably match devices with their real-world names or Bluetooth identifiers.
It displays a long list of every device that has ever connected to the network, which is difficult to manage.
Website blocking requires manual entry of individual URLs, which is not practical given the vast number of harmful sites across the internet.

Given the scale of online risks (including pornography, gambling, and other inappropriate content), this approach does not feel sufficient or realistic for most families.

I recently spoke with Bethan on your support team, who was very friendly and helpful during the call, and I appreciate that the call was answered quickly. However, the guidance provided largely followed the standard hyperlink-based process, which I found limited in practical usefulness. I should emphasise that this is not a criticism of the individual advisor, who was clearly following the current procedure, but rather of the process itself and the lack of more flexible or in-depth guidance available to support customers.

I would strongly encourage FibreNest to review how it supports customers in this area. In particular:

Consider providing clearer in-house guidance or step-by-step support for safer DNS-based filtering solutions such as Cloudflare Family DNS or similar services, which are free and far more effective at a network level.
Improve staff training so advisors can offer practical alternatives rather than relying solely on generic app-based instructions.
Review whether the default router solution (Linksys) is suitable for households requiring stronger parental controls.

This is especially important for families with young children or customers who are actively trying to reduce exposure to harmful content. Better guidance and more effective tools would make a significant difference.

I would appreciate it if this feedback could be passed to the relevant product or customer experience team for review.

The guy I spoke to was very lovely and helpful , he was on the call with me from start till finish , it was really very wonderful

Zoe Wilcox was incredible! Very knowledgeable and helped me set up FiberNest for day 1. Really great and professional!

Wonderful experience. Zoe was kind, patient and understanding. She fixed my problem straight away and talked me through everything I needed to do to set my account up. She didn’t rush me and explained their open times incase I needed help later today. 🌟

I had to wait around 20 minutes to speak to someone but once connected, brilliant service. Zoe was patient and waited whilst service was organised. A glitch on the website was preventing me from completing the sign up process but all sorted. Thank you.

Terrible customer service and unreliable product. We can't go anywhere else as we are in a Persimmon new build home and they only use Fibrenest. My internet has been offline for two days and no one at fibrenest is responding.
Disgusting dismissive attitude to customer care.

Anna was very helpful and patient and we got everything resolved in relation to setting everything up over our one phone call.