Review Time
Inbound traffic is blocked on this broadband, I have contacted support several times for 10 days now and have received no response. Frustrating. I will update the review if anything changes.
Edit: I provided details of the account when leaving the review and I've tried contacting BeFibre through the website. Support requests 50036, 427884 - account number 96333-734876.
Installation smooth and service was good for 3 months.
Unfortunately we’ve had an outage lasting over 3 days now. Firstly the issue, which was major damage on underground cabling for the street/area, took over a day to identify. Then this has still not been wholly resolved 3 days down the line.
Frustratingly the customer service lines are only open until 6pm and the “service status” page has received little to no updates.
I was told by customer service (on day 2 of the outage) that the engineers were looking to resolve the issue but would only work until 5pm. I suppose this is a symptom of going will a small provider.
I’d have assumed, and would like to assume, that when paying for a service that is not being provided that there would be a high level of urgency for it to be resolved. This doesn’t seem to be the case.
Avoid if you have other options available.
Terrible - Avoid like the plague. TV buffers, Alexa drops in and out so cannot even play music. We also use Alexa for the bedroom alarm - never know if it will be connected or not and may miss the alarm call. Xbox of the kids buffers all the time. WFH and using Teams is pointless so I have to go out and use somewhere public if I want to run a Teams meeting. Just run yet another test and its 14.5 download and 39.9 upload. speed. Supposed to be 900 and I am sat next door to the router. Have complained numerous times and all they say is they can see it reads 900 to the poin.t of entry. the prior package form EE was much better and that didn´t fail at point of entry so either the engineer is incompetent or the router is faulty but they are not interested. Not impressed at all. 8 months in the the contract and I am considering paying it off at a cost of 600 pounds. Do yourself a favour and go for someone else.
Want to watch something consistently? Not a chance.
Sat in the same room as the router? Terrible.
I just cannot believe how bad this company and their product is.
Funnily enough the last time I did a stinking review they were in contact with me within 12 hours, but when I got in touch prior to complain they don't want to know.
Absolute scum stealing my money to provide barely useable service. 900mbps? Stick with normal broadband if you want any devices to consistently work.
I'm sat metres away from a router and I can't even watch a friend wishing me happy birthday on Facebook messenger.
I cannot stress enough after nearly twelve months of hell to avoid this company.
Just to add on from my complaining to be fibre months ago about how bad their product is they said they can guarantee it to the box but if it doesn't work from there then "that's not their problem"
That's the sort of company you'll be dealing with. Cheers losers.
getting all my money back wouldn't even satisfy me after what this pointless company have put me through.
Scum through and through.
I contacted the customer service team as we are relocating and needed to renew our broadband package for the new home. The representative who assisted me was exceptionally professional and friendly, making the transition as straightforward as possible. We are now very pleased knowing we will have Internet access on our move-in day.
Ever since I joined BeFibre it's been NOTHING but endless trouble and stress. They are absolutely incompetent in every department. In the beginning, I had the engineer cancel on me twice making me loose 2 days of annual leave. I was about to go onto Maternity leave and I was trying to save up all my annual leave as much as possible to use at the end of my maternity so loosing 2 days pointlessly was beyong frustrating. It was finally installed. The signal was poor poor poor. We called about 10 times to get it sorted and in the end we were told there's nothing they can do as it all shows that the signal is strong on their end even though we're on the 1gb plan, live in a small 2 bed flat and our playstation buffers every few minutes. It now appears to have got stronger all of a sudden and we're not having as many issues. But trying to sort it all out over several phonecalls with a newborn baby has been an absolute headache and it is NOT what I need. Now is the cherry on the cake....when I signed up the sales person promised me £10 off each month for the first 3 months. When the first bill came in, it was wrong. Surprise surprise. So another long phonecall being on hold for ages they said they had to take 20 or so days to investigate it and listen back to the phonecall to basically make sure I wasn't lying. They finally got back to me and they indeed found out I was not lying. So they applied the discount. They then offered me more compensation for the previous complaints of the engineer cancelling etc and guess what....The final icing on the cake now....EVERY months bill has been WRONG!!! I've recently phoned them on the 22nd Dec as I received the invoice and it was wrong. I was promised it would be corrected before the money comes out. I was then sent another email telling me about the bill coming out soon and it was STILL the wrong amount. I called back on the 29th Dec another lengthy phonecall of being on hold while trying to deal with a newborn and a toddler is bloody hard and stressfull. I was then assured it was going to be sorted. Guess what...I got charged the wrong amount today. You literally could not bloody make this shit up. Now I'm on the phone to them YET AGAIN trying to juggle with 2 kids waiting on hold for ages and ages. After my contract is done, I will be running away from this stupid bloody company so fast!!!!
Edited to add- Finally got through to someone after being on hold for 25 minutes, quickly grabbed the opportunity while my children were asleep, I got through to a lovely lady called Nicola who contacted the senior accounts team and promises that by the end of next week, I'll have a refund to reflect the correct billing amouny and also says that every month from now on it will be correct. I've stated my utmost untrust in the words of the customer service people as I keep getting told untruths but she has assured me she'll keep tabs on it. She sounded a lot competent than the other 2 people I talked to over the last weeks so I'm hoping this isn't going to be a monthly recurrence. I can't be dealing with the stress of keeping an eye on it every month and spending countless hours on the phone, a lot of it being completely pointless and fruitless.
2nd update (13th Jan)- Surprise surprise...no refund received. So yet ANOTHER
long phonecall I've just had to make in my busy day. This is absolutely ridiculous. Nicola gave me her word she would make sure this gets done and will keep tabs on it. Turns out they decided to amend my bill (no idea what that even means) instead of sending me a refund that I was promised. Yet another disappointing customer service agent telling me one thing on the phone and doing something else. This company is diabolical. I called again last week on Friday and I was also a promised a call back from Nicola, it never happened. Called again this week and was told Nicola would call me....nothing at all since. I want my REFUND from being overcharged. Someone get in contact with me PLEASE! BF00125628
I canceled my service, yet they continue to charge me. I previously shared my frustrations about their inadequate service, and received an invoice stating £0 due, leading me to believe it was resolved. However, a week later, they deducted a full month's fee of £48. When I called today to request a refund, they only offered to return £44.85, claiming I owe £3.15 that their billing department misplaced along with the negative VAT. It's a complete mess, and even the support team seems unable to grasp their own billing system.
My initial experience with the service was not good. There were several issues, and it seemed to improve a bit over time. However, things have taken a turn for the worse, and their support now appears to be entirely unresponsive. Much of my traffic to the UK or EU is now inexplicably being routed through the US, resulting in significant latency increases and potential privacy issues. I attempted to report this to the support team weeks ago and received multiple confirmations of my messages, but... nothing. No response at all. They clearly have the ability to reach out since I received an email from their sales team trying to retain me after I indicated I would be switching providers. Moreover, my upload speeds have consistently been around half of what they should be for an extended period. Overall, a problematic service with zero support. I would recommend avoiding it.
❗️❗️❗️Avoid this service❗️❗️❗️ We've had the worst experience with internet service. From installation day, the connection has been extremely poor; nothing loads properly. Watching YouTube or Netflix is impossible, and social media browsing is a struggle. Despite numerous communications with the provider, they told me I can't cancel my contract without paying an 18-month cancellation fee of £580. They keep saying they will look into it and make adjustments, but nothing changes. Don't be fooled by their advertised speeds; the reality is vastly different. We only get about 90mbps during the day and a mere 2mbps in the evening. Don't fall for their marketing tactics that exploit your cancellation fees.
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