BeFibre Reviews 

Absolutely shocking, tried to ovwr charge me even though I made a payment, sick of e mailing and getting no response told them the date I needed my direct debit to go out and guess what tied to take money again before the date, my contract was up last month and they got me to stay wish I’d of just changed and gone with a new provider, im going through a bereavement at the moment and all this company is doing is causing me more stress which I do not need ,

I've given one star because either Squirrel or Befibre have cocked up on the switch, my switched from Squirrel to Befibre a few months ago and both are charging her for the Internet. We are connected to Befibre according to the speed test I run, but according to Squirrel Befibre have done the swap, the wife has rang and emailed both companies and all she gets from both is contact the other and getting nowhere. Both companies have brought my wife to tears and costing her a fortune with money being paid to both companies. I am contacting OFCOM and get them to investigate this and I will be contacting my solicitors both on Monday if they have not sorted this out by then. One of these companies are at fault but neither are willing to take action and just don't care about their customers and would rather them depression and duress. This toing and growing can no longer keep going and making my wife suffer like this, so I have no option to fight it on her behalf!

If you need to get hold of BeFibre, good luck. Even if you log a complaint, they exceed the response timelines they set out (28 working days).

Initially, they overcharged me and it took 3 months just to speak to someone about it. I went through customer services, complaints AND they publicly offered their help on a bad review I made, and then just ignored me.

Now I'm trying to cancel. Customer support gave me a number for their loyalty team, who don't seem to answer the phone. By the time I got through, they'd given me the wrong number and wouldn't transfer the call!

Still trying to get hold of the loyalty team. Do they exist?!

BeFibre is great when it works, and for simple issues the service can usually be fixed quickly. However, our recent experience with a more complex technical issue has been extremely disappointing.

Support now appears to be routed through an overseas call centre. While the representatives have been polite, they do not seem equipped to deal with more advanced technical problems. This is especially frustrating when customers rely on their internet connection to work from home, as many of us do.

A couple of weeks ago, BeFibre’s system appeared to change. During the first week, my son, who is a network engineer, was able to find a workaround. By the second week, however, we lost the ability to log in to our online websites and work properly.

We reported the issue on Monday morning. By the close of business on Wednesday, the problem was still unresolved. We were able to contact our local representative, who has been helpful and said he would do his best for us. I do believe he tried, but unfortunately we still did not have the service we needed in order to work.

We have tried using a VPN as a temporary workaround, but this is very limited because we cannot access sensitive documents properly. BeFibre appears to be unable to route correctly to our websites, which prevents us from replying to business emails and carrying out normal work tasks.

We have already tried all the troubleshooting steps recommended. My son explained the issue several times to different call centre representatives and also ran a tracert, which showed that the connection appeared to be getting dropped at one of the hops. The websites are accessible from other ISPs without any issue, so the websites themselves are not down.

We were repeatedly told that we need a static IP. We had already agreed to arrange this on Monday, as it will help with better file syncing, but CGNAT should not prevent access to a publicly hosted website. If customers on BeFibre’s network cannot connect through NAT, it raises the question of how many other customers may think certain websites are down when the real issue is routing.

We asked for a supervisor to call us on Monday and were told no one was available, but someone would call back. We asked again on Tuesday and again on Wednesday. Each time, we were promised a call, and no one called.

We were also told that BeFibre has 72 hours to resolve an internet problem and that there was a long line of people ahead of us waiting for support, so we would have to wait our turn. On our fourth call to the call centre, we were then told the issue might be fixed by Friday.

For a household that works from home, this level of support is not good enough. This issue should have been escalated much sooner to a senior technical support person or network engineer who could properly investigate the routing problem, rather than repeatedly advising us to get a static IP or making us repeat the same information.

We are very unhappy customers and will now be looking for another provider with more reliable technical support and, ideally, local support.

Finally after posting this review, got a phone call from a good knowledgable tech who fixed our issue - thx Matt

My experience with BeFibre has been terrible. On Monday 11/05 I experienced a total loss of service to my broadband for no apparent reason. This then took 5 working days to be restored after an engineer visit was cancelled 70 minutes after the allotted time slot had already passed on Wednesday 13/05. This was then rescheduled to Friday 15/05 where an engineer visited and advised a separate team needs to come out and conduct work to restore my connection.

Without prior notification or any communication from BeFibre, an engineer from what I can only assume is BeFibre conducted work at the front of my property. I received no email confirmation of the visit following its completion and my internet was restored with no confirmation of the issue or any communication regarding this.

I have sent a complaint email to the required address and have since received no response from the relevant department despite multiple calls to the company and ultimately being 'transferred' to the correct team, whilst the call enters a permanent hold status.

I am shocked by this service despite me advising I would not look to change supplier if the adequate compensation can be provided and the relevant information as to what the issue was is provided, I have still received no response or contact from a member of the team.

At this stage I would advise against choosing this company as a provider. Please contact me to resolve this matter ASAP.

It started out ok , but once you have problems they are terrible to sort it out. Internet went down , contacted them the next day they scheduled an engineer visit for 1pm-5pm the following day. The following day the engineer showed up at 8am . If I could submit screenshots you would see when they rescheduled at 7:14am , 46 min before . I was already at work . So now I still have no internet , I have lost a half days work. After I send this message I am going to walk to the EE shop and change broadband provider. I am fed up with BEFibre .
I have never experienced such unprofessionalism. I am paying for internet I am not getting.

Edit: UPDATE : I changed to BT EE , it will take a week . And then I will need a BT engineer to fix the line.

Best service I've had from an ISP by a long way. Every member of the team I've spoken to has been super helpful, and the loyalty system actually values renewing customers! Special thanks to Rachael who was incredibly helpful and friendly. 5*

Jayvee from the Customer Care Team was extremely thorough when troubleshooting my connection issue and also resolved the issue. Not all heroes wear capes.

It’s been a week or so when BeFibre gave me new router and stuff and before that I was without internet for 2 days solid during bank holidays. Now again it’s turning ON & OFF. From technical team Matt he didn’t even acknowledge my last email saying how frustrating it is with unreliable network like these. Now whilst typing this review I’m using my cellular data. Either solve this issue or give me the right to leave the contract. I got Live Photos and video buffering proof to support my claims.

Befibre service is appalling, it’s not fit for purpose. Customer service is nonexistent. Our router is so useless, our devices have to be within 5 metre range to pick up a signal, we’ve given up complaining, they tell us nothing is wrong. Our neighbour had befibre installed and the engineer through all the rubbish and unused cable into our garden. I contacted customer service who told me to photograph the evidence and email it to them. I did as requested, six weeks ago and not even a reply. I’m just waiting for my contract to expire in July and I’m off.
See below Befibre response. I filled out the form to respond to befibre immediately as requested. I’ve waited two weeks now and had no correspondence from them. No surprise there!
August 4th, still waiting for Befibre response.

I had a broadband issue, it took a while for BeFibre to own the issue and investigate it but when it was, they resolved my issue. Thomas was very helpful.

Rachel was extremely professional and helpful. She heard my issues and offered me best deal and because of her good service I renewed my contract for 24 months. Good job by Rachel

I cannot get connected as the telephone pole is unsafe to access. This was 6 weeks ago. I am unable to renew my account with my current broadband provider due to still being registered with BeFibre. I emailed BeFibre to cancel, they said to call. I called and it was the wrong department, I was on hold for 33 minutes with the 3rd department I was transferred to so I can cancel my account. 2nd email sent to ask someone to contact me to cancel my account. No response to that email, instead I got another appointment for a survey at midday on a Friday for the following Monday. I work and cant access my emails, so when I tried to cancel this after work I couldn't, and will now get charged for not being at home. I am currently on hold AGAIN at 17.57 with a department that will close at 6pm after being transferred from the department I was told to contact to cancel my account. Maybe a good service if you're making the company money but terrible if you need to leave them. Avoid, just in case it doesn't work out, you'll never be able to leave them.

Nick with the customer service team was amazing. Despite numerous calls etc and getting nowhere he actually took the time and looked into the issue and in the end it was resolved. Definitely needs a raise, excellent customer service.

Touch wood never had a problem with connection or speed, and great value.

If I could score lower I would, tried to take three direct debits in one month so I cancelled the DD, opened a formal complaint 20.03.26, it is now 28.05.26 and no response at all from them despite my frequent calls and attempts at sorting out the mess they caused, no attempt at refund or contact just another bill stating it will be taken by direct debit despite me telling them it’s cancelled, tried to suspend our services also, incompetent doesn’t even come close, switched to Virgin media, have messaged them offering an alternative way to pay but they would actually need to contact me to sort that…

I wouldn't recommend this company to anyone as despite the repeated complaints they kept us without internet for days charging for it

The speed and service is fantastic when it’s working. Especially for rural areas. However you don’t want to experience a fault. There is a clear lack of urgency and it seems they don’t care for OFCOM, ISO regulations and no clear SLA (fault response gurantee) I’ve been without service for 8 days..

Had a problem. Phoned at opening time (8:30), call was answered pretty much immediately and the agent was very helpful- talked me through what to do to fix it. It wasn’t an easy fix so he called for help and with a bit of work it all came together well. Thank you BeFibre for your help today!

I chose BeFibre because it was cheap, and unfortunately that is exactly what it felt like throughout the whole experience, cheap and tacky - RUN A MILE! (now called Zzoomm but the same company).

A representative came to the door at a time when my previous provider was increasing the price, and BeFibre was offering broadband at around half the cost. Signing up was easy enough, but everything after that was shocking.

The installation did not work on the day, and I was left without internet for a week until they came back and had to reinstall the fibre wire.

After that, I had major speed problems. I was meant to be on a 900 Mbps package, but I was only getting around 10 to 15 Mbps through a wired connection. I went back and forth with customer service for around three months by email, repeatedly sending screenshots proving the issue. Despite this, they kept replying with the same copy and paste instructions about unplugging wires, restarting the box and checking basic things I had already covered.

I kept asking them to actually read my emails and respond to the problem properly, but it felt like nobody was really listening or taking ownership.

They eventually changed the WiFi/network box in case that was the issue, but it made no difference at all. The speeds were still nowhere near what they should have been, either wired or over WiFi. The WiFi also seemed either incompatible or just extremely slow with our devices. In the end, the only way I made it usable was by connecting my own WiFi box into the LAN port on their network box.

I eventually had to go to Ofcom to get BeFibre to do something about it. After that, a manager got involved and took over my case. Only then did the wired speed finally increase to around 300 Mbps, but I never saw anything close to the 900 Mbps download or upload speed I was paying for, either wired or on WiFi. I should never have had to go that far just to get basic support.

Phone support was no better. It took ages to get through, and when I did, it felt like they just followed a script rather than listening to the actual problem. The email support was the same.

The connection would also drop out at weekends, but there was no proper technical support until Monday morning at 9, so if something went wrong at the weekend you were basically just left to live with it.

I was stuck in an 18 month contract and honestly could not wait to leave. I now only have a few days left before switching to Sky, and at the moment I am just about managing on around 120 Mbps wired.

I would never recommend BeFibre. In my experience, they are cheap for a reason. The service, support and reliability were nowhere near good enough, and the only real progress happened after Ofcom had to get involved.

For a company backed by Digital Infrastructure and now connected with the FullFibre/Zzoomm merger, the service I received was nowhere near acceptable.