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
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At BeFibre, we're redefining broadband with our full-fibre network, delivering symmetrical upload and download speeds of up to 2.3 Gbps.
We provide seamless, buffer free broadband that empowers you to work, stream, game, and connect with confidence.
With no upfront costs, no in-contract price hikes, and a commitment to great customer service, we're dedicated to offering broadband as it should be.
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