BeFibre Reviews 

Rachael was extremely helpful with her knowledge on contract upgrades and helped me to find the contract that was right for me. Her customer service was excellent.

Alexandra was not only professional but friendly with it. She helped me through the entire process like we were old friends. An absolute credit to your company.

Have just cancelled by Direct Debit. I waited a fortnight for the Installation date which was today between 13.00 and 17.00. Despite waiting in all day, and receiving two emails saying the engineer Charma was on his way - no one arrived. I received a phone call from David to confirm I was in, then a further email saying that my installation could not proceed! I phoned only to be put on to the Loyalty Team for 20+ minutes before being cut off. A further phone call, and conversation with the Care Team, who suggested a rescheduled date - 9th June, totally unacceptable, resulted in - yes, you guessed it, being transferred to the Loyalty Team, at which point in sheer desperation I hung up and sent an email. I then received an automated reply assuring me that my ‘request’ would be dealt with within 5 days! Not well done BeFibre!!

Brilliant, Rachel was so helpful and so pleasant on the phone made it so easy to renew my contract, such a pleasant girl to talk to,

Christan was extremely helpful today. He took his time and explained everything thoroughly. I have been very disappointed with the help desk. Spoke to numerous people, Beth was supposed to be sorting my issue out. Obviously didn't bother.
Christian is an asset to you. He knows his job very well

I have just had to leave BeFibre because I’ve moved house and they don’t provide their service at my new address. This is a shame because over the past two years I’ve enjoyed high speed, uninterrupted broadband at a very good price. Their customer service team has also been excellent; I would like to give a special nod to Rachael who has just organised ending contract. She was polite, knowledgeable and very helpful; giving exactly the kind of service you hope for when calling a company.
If BeFibre are available in your area they are highly recommended.

After reading the positive reviews, we have been extremely disappointed. Badly installed from the offset. Customer service is a nightmare to get through to then they’re ‘all words’ and it takes ages for anything to actually happen. Connection went down typically every 2-3 months, sometimes taking several weeks to fix! Engineer told BeFibre numerous times what was wrong but they wouldn’t act. Very stressful experience especially when you rely on internet connection for work, not just leisure. Wish we’d stayed with our previous standard supplier. Worst service we’d ever experienced from a supplier but couldn’t leave. We don’t want a refund of the bill, we want a reliable connection that works. Avoid like the plague! Oh, it’s not working again…

It continues…
The customer care advisor said an engineer would be out today, Friday. I have been waiting in all morning for them to turn up. Now looking back at an email, the technician had booked a visit for Tuesday. I am absolutely furious!! All we want is for the internet to work. Surely it can’t be this difficult!

The final straw...
Engineer never bothered turning up today. Customer services were very blasé about it.

The last week of supply - guess what, no internet again! 6 days with no connection, the engineer fixed it on last day! The Altnet wall box and cables have now gone and have been replaced with a proper OpenReach connection. I've now got to take the old router to the Post Office or BeFibre say they will fine me £100! I feel like telling them to pick it themselves - I can give them an option of 3 inconvenient working days to do it!

Please do not use BeFibre or the merged Zzoomm, you will regret it!

JM was fantastic very good at his work made me feel better today after times of calling and having the people hang up on me is very stressful when having to explain each time calling but JM made my day and my children for doing such a great call by sorting it out there in then but at the same time keeping me. Carm and also without stressing he kept me at ease as cant deal good with stress right now...great customer service in thank you so much JMis we r now back on.. jody s

Moved on to their 200 service recently and my speeds dropped. They fiddled about with stuff at their end to fix it and ended up cutting me off. They managed to sort it relatively quickly though.

Very impressed with the short time it took for Maxine to answer my call.
She listened carefully to my concerns and resolved the problem and provided an e mail with clear instructions regarding how to make changes if I wanted to.

My experience with be fibre has been poor from the offset. The installation team Didn’t knock on the door when attaching the cable to the house, the cable was attached to the masonry because they were only equipped with a ladder for access and couldn’t reach the barge board. They then advised to put the router in the corner of the house to make installation as easy as possible for them.
I was hoping that moving to be fibre from plusnet and upgrading to full fibre would at least be as good as the previous provider, but we have been struggling with the WiFi now for the past 4 months where as we had full coverage in the house with our previous plusnet contract.
I have spent 4 months talking to customer services and they are polite but I keep getting referred to the technical team who have been less than helpful as they either don’t call back or seem to do the same process every time resulting in me just going around in circles without resolving the problem.
After deciding to opt for the mesh WiFi extension as advised by customer services it now turns out that it will cost an additional £ 13 a month for what we may require and I will be tied in for a year for the extra cost even if it doesn’t resolve our issues. I will be terminating my contract at the soonest opportunity. Should have stuck with Plusnet.

Jesson was really helpful trying to resolve my wifi issues he was patient as it’s very frustrating upgrading to the new heights router from the Linksys router and then have a worse connection. Unfortunately I think the heights is an inferior product and will influence my decision to stay with Befibre again when my contract runs out.

Very fast reliable broadband, any time I've had to talk to them on the phone they've been lovely. Just got done speaking to Rachel in loyalty, best phone call I've had in months

Excellent communication from Rachel from the loyalty team .

Thomas understood and took charge of the problem, confirmed that he could solve the issue we had and the date that the problem would be rectified. And, thankfully, he did what he said he would do and we now have a functioning telephone line, thank you

This review is purely for Alexandra only!

I've had 3 days of endless issues with my installation. I've spoken to several people and Alexandra is the one that has listened, been patient and empathetic and genuinely cared about solving my problem.

If management read these reviews, please know that she is an absolute asset to your company.

The review for the company itself would be much lower at this moment in time. But I will not do any injustice to Alexandra's help throughout this incredibly difficult process of installing a customers fibre.

You will do well to find a worse company for customer service than Befibre.

In over a year with Befibre I have constantly had to put up with woeful customer service. I foolishly renewed my contract with them in February. Since then they have overcharged me every month. On the phone they say they will sort it. In reality they never do .

Last time I spoke to them a week ago someone from the complaints team was going to email me and tell me what the hell was going on . Guess what? As expected I've not heard a damn word . If I ring again they will only lie as usual so regulator it will be and I hope they throw the book at them for consistently treating their customers so badly

* Please note Befibre. You are not sorry in the slightest.. It is not a query. It is a simple fact you are overcharging me repeatedly and I have the evidence. Over a period of 3 months you have failed to do anything about it and you don't need more information. You have all the information you need . If you want to help. Look on your system and sort it out.

Zoom is not the broadband for our home. We have had installation issues, we cannot get signal further than one room away from the router, they suspended our service while still in our free 3 months, we have been unable to book an engineer to fix the issues during installation as all teams we have contacted “do not specialise in that” and tell us to contact another department. Cannot use more than one device at a time or the signal is shocking and all videos/games buffer. This was supposed to be a quality service with excellent speeds. Swapping to this company has been headache after headache.

Lasted 6 months before getting bought out of our contract.
It's never worked properly from day one. It's constantly dropping out time after time during the day unable to watch TV or go on our phones. Then no internet from 8 hours a day to 2 days before when the whole of be fiber went down.
Customer service is no help as they never answer.
Emails complaining and just tell you to turn your router off for 60 seconds and still doesn't work.
What a waste of money, surly we should be fit for a refund as it's clearly not fit for purpose.