WeFibre レビュー 441

Excellent service

A long running difficulty but everyone at WeFibre were very helpful, friendly, courteous and above all patient. Unusually WeFibre contacted me (some companies forget and hope you go away) to ask if all had been resolved and with a little tweaking all was resolved.

We waited over a year for the service to be installed, promised installation July 2023
This company continuly gave us false promises on dates, I chased them so many times, each phone call I was given a different excuse like the trees needed cutting, waiting for the cable to come In to stock, need to order a connection box, have to change of cable route, should be complete in the next 2 weeks (6 months went by).
We finally had the cable installed outside to a post, then told it would be connected in house 2 weeks later, wrong another 3 months went by.
Then suddenly we get a call to say another new cable will be installed and connected, finally we had a live cable, and then within a couple of weeks they installed the internal cable and router.
The internal works is very messy, I could of done a much better job, cable run looks really bad, didnt even clean up the mess from drilling the wall.
Now the system is up and running, it keeps dropping out, we have to reset the router,
For the last 14 months, we've been using a simple Vodafone internet dongle, which was much more reliable than this.

Problems with landline have been addressed promptly , with emails back & forth .
The actions & suggestions worked & landline seems to be working well .

Efficient and Ecconomic

Internal installation great, problem with outside connectivity meant we had to wait a few weeks before going live.
All of the team were friendly and professional.

I signed up for fibre last year and was told it would take a few weeks to finish some work that needed doing outside the property, then they could go ahead with the install.

To cut a long story short, i kept being told it would be a few more weeks or a couple more months then it would be done. I asked for information on what needed to be done but was given no information.

Now after nearly a whole year of waiting, i get an email saying 'We're not proceeding with your installation and have cancelled your order'.

No information as to why or what is happening. I replied to the email asking why but received no response, then eventually a week later, i get an email asking me to leave a review.

So here I am leaving that review.

I understand that things can go wrong, that's fine, what is not acceptable is to string me along for a year with false promises and then cancel everything out of no where with absolutely zero explanation. Had i have known, i would have renewed my existing broadband connection and gotten cheaper rates, rather than staying out of contract so I could switch immediately when it was ready.

So, good things first. The internet speed provided in really fast but when things go belly up, I hope you're strapped in for the ride.

Background: I use my own router for personal reasons and when that was failing in early June 2024, I bought a replacement to slip in. Now, I paid for a static IP address so I can access my NAS remotely but when I sent an email in to switch the IP to a new MAC, I was not prepared for the rollercoaster that would send me.

After some misunderstandings in the first few weeks from the support staff, they've now said that they have to esclate it to the senior network staff to fix this. It's now 2 weeks after that and nothing and 7 weeks since I logged the ticket to change the MAC address over.

I will now prepare to contact the ombudsman when week 8 rolls around.

UPDATE: 2024-07-25: Static IP issues have been resolved and ombudsman was not contacted.

They gave me the opportunity to have WiFi in my holiday home. My neighbours have SKY which is expensive. We aren't there all the time so that wasn't an option.This firm have been courtious, helpful..and super- patient .Fixing an installation appointment was problematic .It's taken us 6 months to be in the same place at the same time. The " first fixings" became same day first and installation fixings..a complete job nicely done. The wifi speed is very good. The cost is reasonable. I'm very pleased.

From the managers to the outside line fitted and then inside connection the workers have been very professional very patient helpful and consider your requests working with us to get to a mutual decision which works the best cannot praise the workforce enough

Installation engineer was great, the small support team are friendly- however… if you have sky and want on demand you will have to pay for the static IP address so more expense. Sadly we have never had the speed that was advertised or promised and have had increasing drop outs requiring us to reboot the router multiple times. Again whilst the support team are pleasant we are still awaiting resolution. The only reason we haven’t left is our rural location and the fact the speed is so slow without fibre, although we did not have drop outs. Am losing patience…….

Great customer service and the engineer professional

JJ the installer was very professional and explained all the stages, very impressed.

Easy and fast installation. All well and good speed throughout the home.

Super customer service over the phone, good group of polite workers at the house.
Explained everything well, and gave us options on the cable entry and location of the router.

Clean and tidy install in the place of choice.

Set up great, and speeds we are very happy with. Phone excellent too. Good communication with set up process as well.

The actual installation was very efficient (the engineers).
The lead up to actually being installed was dismal (the office side) and we only managed to get something done by complaining to the CEO of BT, who put things in place so that WeFibre could get their act together.

A very accommodating installation team arranged for a suitable date to install the equipment. The installation was completed professionally, quickly, very neatly and with minimum fuss. Speeds around the house are as expected via Wi-Fi. Cat6 data cables are needed for top speeds to be achieved.