Merula Limited Avis 189

Had issues with fibre, Gemma was really helpful and was always keeping me uddated of the progress. The issue was resolved swiftly. I would highly recommend.

Have a problem with unstable connection, they send me new router and it arrived the next day - problem fixed! Really appreciate the speed of support.

Good customer care service

Broadband goes down early hours of the morning. Main problem…No one, absolutely No one answers the phone, email, WhatsApp, Chat……NOTHING! They say the ‘Team’ will respond, don’t think there is a ‘Team’. Are they going bust? Very worrying. We are now sourcing another provider, something not right with Merula, in fact something very odd going on……AVOID!!

Speeds are always poor. When I contacted them regarding this, I was told the speed stated are only estimated. Pay for a gig but get around 250. Lately we keep having outages. No app for there services, so no email alerts for when this happens. I am sure they are just running this company out of their spare room. Funny how whoever calls them, they always get the same person. AVOID!!

Been with Merula since moving into our first home, a new build in August 2025. Super easy to set up and quick delivery, had no issues with the connection and often two people working from home numerous times a week! Also super helpful customer service team, quick responses and friendly! Would recommend!

Merula were extremely quick to respond when another broadband provider let me down. Great service.

I am very satisfied with the communication and how quickly they helped me arrange everything.

Problem with router confirmed and new router sent by post received the next day. Plugged in and all works fine again. Swift response received by Nobuhle. Thank you.

Couldn’t connect to the internet, helped to restore the service quickly and so polite, amazing service!

I have just signed up with Merula, there has been a few minor teething issues, however Gemma and the team in support have been very helpful in sorting the issue out, its encouraging to know you have a good customer support team that go beyond to help you.

Solid customer service!

Recently became a Merula customer when I moved to a OFNL internet service area. Zero hassle setting up the internet service. I currently have the 900mb down 900mb up service and it hasn’t missed a beat consistently giving the expected speeds.

Also Gemma from technical support was an absolute star ⭐️ helping me configure my UniFi UDM to use the service (something she wasn’t oblige to do).

Really happy with the service from Merula so far and would recommend to anyone living in a OFNL service area.

We use Merula for 10 months now and we are really happy with their service, we recommend with confidence. Speed is stable, never had issues whistle working from home, often 2 persons same day.
Also, great customer service that supported us setting up router and everything that was needed when we moved in.

Speeds constantly throttled, and well below expected. On 200 mbps, and only get around 120-130 mbps. Merula only guarantee 50% the speed of what you pay for? Which I don't even know how this is legal? Or how OFCOM allow this?!
Spoke to customer services on a couple of occasions, who have said that the speeds I have reported are good?!? 😂
And I have signed up to a 2 year contract to get the price down a little, bad move.
Go with someone else

Gemma provided really excellent service when we needed to upgrade our package

Her customer service was amazing.

We chose Merula as our broadband provider around 6 months ago (June 2025) when we moved into a new-build house, and required a provider that could supply a reliable broadband service on the OFNL system.

Gemma Bickerton, and earlier, Katie Stannard and Trina Buckley have been absolutely fantastic in helping to set up our broadband. Gemma even sent the current updated router to replace the initial one, after 6 months, so that we could have the best opportunity to achieve 900mbps download speed at the property.

We cannot praise Gemma, Katie, and Trina highly enough. Their knowledge and customer service has been superlative.

We would have no hesitation in recommending Merula as a broadband provider.

George in Aviemore

I read and seen some bad reviews about OFNL broadband providers but if you are still looking for one - Merula have been great. Straightforward setup, there was pretty good support for a one-time issue we had when the whole building went down, and they were rather helpful when a billing issue came up.

On that note, every single time I spoke to Merula - it always been Gemma Bickerton. Gemma is brilliant and I do wonder if Merula would have been as good as it is without her. Probably not :)

Speeds: We were on the top package and sitting pretty far from router, wireless, usually its about 500-600mbit down and 400mbit up. Wired test awhile back was about 800/700mbit.

The speeds are all over the place, almost certainly because of the OFNL network but you can't communicate with them, only your broker. The 24/7 support is very limited, they just log the issue for day staff to deal with, rather than helping. Whatsapp function is not responding. So far they have emailed tring to fob me off, saying I need to plug in their cheap provided router for them to do any checks, so I have little hope of a stable connection and I'm looking for alternative providers again.

Just signed up for Merula, router arrived the next day and everything set up instantly. One query regarding payments dealt with efficiently. Thanks

Very, very speedy response to my query and everything dealt with in an equally speedy time frame. A particular mention for Gemma Bickerton who personally stepped in and handled my query in a kind, calm, friendly and professional manner. It's people like Gemma who convince me that my choice of Merula was the right one ... a real asset to the organisation.