Cerberus Networks Reviews 158

Completely painless experience - placed the order online for FTTP and got to choose an installation date there and then, engineer arrived on the correct date, well within the timeslot specified, installed and working in around an hour. Kept up to date during the process, including being given the name and phone number of the engineer on the day just in case.

I paid for a survey to be taken out to discover the costs of a Fibre to the Property installation earlier this year. After the survey was completed I tried to ascertain the final cost of the installation when national and local grants were deducted from the total cost. This is when Cerberus stopped responding to my emails or answering my calls. I made contact again in July, then August to try and move this along but never got the answers required to move the project along. I now have had email saying the order has timed out due to non-acceptance of build costs. This is pitiful, it is due to the inaction of Cerberus that I still don't know the final build costs when with both sets of grants deducted. It would be great if Cerberus could deliver on what they purport to do!

Very quick response to request and very clear communication about what was going to happen

They migrated us over from our old Horizon based solution, to 3CX. We had no loss of calls, and they've helped us configure the new system to exactly suit our needs. Their support team are always quick to respond, and have efficiently answered all our questions.

We're at month 14/15 with Cerberus middle manning our FTTP project with useless Openreach.
Given Cerberus will be charging over £1k per household (10+ households in our project), they really should be doing more than advising us they can't influence Openreach to operate any faster.
As a result of them being involved, we now also cannot escalate any complaints to Openreach as their contract is with Cerberus. We should have a severe discount for Cerberus's "service". Appalled at how little they are actually able to do yet want to profit <£95 per month if the Internet goes live.
Cereberus, put this right by lodging a senior complaint with Openreach to get money back for their useless service
AND providing a 50% discount to all households for overpriced internet provided
Then I would be happy to remove the review as they have made efforts to resolve this.

Order Details before Cerberus say I'm not a customer!
CO 47756 + IV 651172

ISP that goes the extra mile. Well recommended. We had the pleasure to cooperate for more than 12 years now.

Great service every time. Thank you!

Overall it has been a good service but ceasing the FTTP service has shown to be troublesome.

I've recently signed up to a local altnet ISP who I initially had an issue with but this has since been resolved. At first I was going to migrate my FTTP service to another ISP who uses the Openreach network. However, now that the issue with the altnet ISP has been resolved I contacted the ISP I was migrating the FTTP service to and they were more than happy to cancel the migration and cease the FTTP service which would've happened by the beginning of next month.

Unfortunately Cerberus Networks cancelled that cease request shortly after the other ISP I was migrating to placed one and it looks like I'll now be billed in excess of £100 for another month's FTTP service (out of contract and excluding the cease fee too).

A reasonable service has now put a bad taste in my mouth now that I'll no longer be using them. I can't give them more than one star due to this.

Been with Cerberus for fibre broadband for two years. Very reliable with competitive pricing. Never had a problem with connection or speed. Customer services are friendly and always happy to help

Very bad communication. It's always us having to ask for updates, just generally chaotic.

Poor re-grading of speed experience.

When I've had a change of package from other ISPs, it's taken minutes for the new speed to kick in, this took a month. Cerberus blamed "technical issues at BT". If that is true, then it means Cerberus is beholden to BT, in which case, what is the point having them as an ISP? Might as well be just BT in that case, to cut out the 3rd party and save a bit of money.

I can't knock knock the politeness and professionalism of the Cerberus staff, they're not to blame. It would seem that much like we have energy suppliers that don't generate energy, we have ISPs that can't actually control infrastructure without going through the likes of BT, it's a ridiculous system.

Very happy with the service and prompt response

spot-on service - just a simple call away I found

Can’t fault their service or network. Always super quick and low latency.

Took over a year from initial order. Communication on progress was almost indecipherable and irregular. Now that it is all installed though seems to work great.

Cerberus have generally been positive and helpful, though they have at times required chasing to get updates for OpenReach rooted problems with the FTTPoD build out.

The were, however, invaluable in negotiating the voucher funding process, and helping make a group application for the 3 houses in our close. Without them we would still be relying on unreliable and slow DSL.

On balance am I glad I went with Cerberus? 100% yes, because I had no other option, they made FTTPoD happen for me despite OpenReach, and I'm very very happy with the product. Thanks!

Would I be using them if Zen did FTTPoD? Frankly no, as for over 20years Zen have offered me first class service _and_ they have a residential VoIP offering. However, Zen have (understandably) decided not to get into the nightmare that is getting OpenReach to build out FTTPoD.

Will I move over to Zen when my 12month contract ends? TBD...

Cerberus were a delight to deal with, always keeping you informed about what was happening. Fibre has been installed by Openreach and the system works well, so fast!

Have had nothing but first class service from Cerberus, and when I recently noted that there was a faster cheaper service option, I enquired and was upgraded within just a day or two, and refunded for the overlap etc.
Top Class Business!

Attentive support migrating between changing service