BeFibre Reviews 

My experience with BeFibre was poor long before the outage happened.

When I joined, BeFibre offered to buy out my old contract. Even that turned into a hassle and took far more chasing than it should have. It set the tone for what dealing with the company would be like, plenty of promises, very little follow through.

The worst part came when my internet stopped working. I quickly identified that the issue was not within my own network and reported it clearly, stressing that I work from home and needed the connection restored quickly. I was told the issue was being treated urgently, but that did not reflect the reality at all.

Communication was awful throughout. There were continued false promises, inaccurate information, and general confusion at almost every stage. I was told people would call me back and they did not. I was told things were being progressed when they clearly were not. I was given reassurance that an engineer was on the way, only for nobody to arrive. Instead of clear, reliable updates, I was left dealing with mixed messages and having to chase repeatedly just to understand what was going on.

An engineer visit was arranged, but I then lost a full day stuck at home waiting after being reassured several times that the engineer was on the way, only for nobody to turn up. That is not a minor inconvenience, it is an unacceptable waste of a customer’s time.

The service was eventually restored, but only after repeated chasing on my part. At no stage did it feel like BeFibre had control of the situation or any real urgency about fixing it.

What makes this especially poor is that faults can happen with any provider. The real test of an ISP is how it responds when something goes wrong. That is where BeFibre failed badly. The service recovery was weak, the communication was unreliable, the information provided was often inaccurate, the process felt confused throughout, and even after leaving I was still having to chase over things that should have been dealt with properly.

Overall, BeFibre came across as disorganised, difficult to deal with, and far too comfortable leaving the customer to do the chasing. I would not trust them again.

There's better deals out there..
IF YOU COME A CROSS A COMPANY CALLED
ZZOOMM..
Be aware that zzoomm are also Be fibre.
And there are much better deals out there. Don't fall for there starter price £19 or £20 as they double it and don't tell you . Appalling dodgey company.

My mum is a vulnerable 80 year old lady. Unfortunately her phone line suddenly stopped working.. it has now been nearly 2 weeks that my mum hasn’t had a land line.. she has limited use of a mobile phone. Befibre have been appalling in finding a resolution. There has been limited communication. I have to contact them which is Increasingly difficult due to working full time. She now has very limited contact with the outside world as she struggles with her mobility.
Befibre you should be ashamed of the way this has been managed.

I second all of the negative reviews regarding download speed. Went from a supposedly much lower bandwidth to a ‘guaranteed’ super fast. Couldn’t play anything, stream, open a web page even.

Then, have cancelled by email (within the 14 day period), have sent multiple follow up emails and disconnected the router and reinstalled/signed up to EE within the week of the Befibre installation… still no reply.

We are now running off an EE backup router, until EE’s connection date 19/06 but we need to know that Befibre have cancelled our account as requested. We suspect that they are ignoring emails to extend the time and charge us the cancellation fee.

No phone call after I initially tried and was on the phone for 55minutes only to be told that ‘customer service/thinking of leaving’ wasn’t the correct person to speak to…

I want someone to confirm that our account is closed.

Bill reference is: Z-INV01048921

Shocking customer service.

Update: was promised my account was closed, received an email to that effect, still charged this month (entirely predictable given the service) now seeking to reclaim through my bank and block further direct debits. Will never use again.

Good WiFi - Terrible customer service.

I’ve been with Be Fibre around 3 years now, when I joined the customer service was some of the best I’ve experienced, but it appears they have now moved their call centre overseas.
Recently I’ve had billing issues, called up to question / resolve where I was told the billing team doesn’t have a contact number and I had to wait 24hrs for a call back. When 30hrs passed and no callback received, I called up to chase this to be told that the billing team doesn’t do outbound calls and that I was charged almost double for a pro rated bill for next month. I expressed I wasn’t happy to pay this as I never agreed to this and they basically said there’s nothing they can do and to cancel my direct debit if I don’t wish to pay it. The call handler was also very rude leaving long periods of silence when I was asking questions for them to then sigh at me when I questioned the silence. It was as if I was talking to a robot reading a script.
It’s an absolute shambles the way this once great company has gone downhill.

Honestly, the worst wifi I’ve ever used. I had better wifi in 2013. We’ve called up multiple times, tried plenty of solutions, yet I still can’t do the simplest of tasks which need wifi. It’s the slowest, most inconsistent wifi possible. I’m having to use my mobile data to write this review otherwise I wouldn’t be able to load the page. Horrendous.

I bet 69% of these 5 star reviews are fake, theres no way, constantly going down, constantly saying connected without internet, i shouldnt have to interact with a robot, i should receive working internet 100% of the time except for maintenance, you should do your job, theres no point ringing or emailing as they just want money and for us to shut up... notice how every reply from them is the same ? Hmm kepp it ul as everyone will wise up and you will be outta business eventully and rightly deserved

Been having problems since the day we switched to them. There always seems to be an outage at random times sometimes resolving it self in a minute or most times fixing itself over 5hrs later. Last time I contacted them about leaving and threatened me with a breach of contract as if I've even been getting stable wifi. Sometimes the speeds even rock up and down. I'd avoid this company. Their infrastructure is based on fullfibre LTD who deal with other companies that offer full fibre for cheap prices. With EE I only got about 150mbps but at least it was stable with limited outages. This is just embarrassing

Potentially the most frustrating customer service I have experienced. Polite and promise the world on the phone and deliver very little. Constant bill issues and still waiting for an updated internet speed. Original installation issues and renewal issues. Not a great company and clear to see why the prices are cheaper

My WiFi cut out and stopped working. After 5 phone calls and plenty of hang ups… I finally got through to Micheal J-B who was INCREDIBLE!!! He fixed my internet, gave me a lovely discount on my order and reassured me.

Great overall experince despite setbacks

Thanks Micheal!

BeFibre are consistently letting me down, UNSATISFACTORY GOODS and SERVICES.. I’m currently sat with a house brick not a Router this is my second router supplied by BeFibre, I paid an extra £4 per month for a static IP address for 4 months+ and never got my static connection, today the Router is sat on the floor with a Solid Red light on the front… it should be white, tried to reset the router numerous times got a Solid Green Light it should be white… the router doesn’t show up as a network when I search for it… all online solutions provided were to no avail as advised on the website, phoned in for tech support who couldn’t help and have been told a callback will take up to 24hrs from technical support so who the hell was I talking to when I pressed the option for tech support? I originally signed up to BeFibre because they had UK Call Centres advertised on the website the truth appears to be all calls go abroad unless your paying a bill… so no internet no refunds for this or other times I’ve had no service… No IVP6 connection at all, although the company claims to provide IVP6 and IVP4 beginning to regret signing up and would leave today if I could with no penalties … WAKE UP BeFibre

Update: Spoke to Rachel in loyalty after waiting all day for a call she’s obviously a very experienced and knowledgeable member of staff and with regards to my problem, she then went the extra step and spoke directly to a higher tier tech support specialist and within 5 minutes my issue was resolved … Rachel was the first class 5 star solution not the outlying tier1 tech support staff

Do not provide a static IP address, alter your contract without telling you, tell you they can not gurantee you a call back, they have no managers because they work oversees, eveyrthing has to be done through an email.

Victoria was extremely helpful, she gave a speedy response and was highly professional, very impressed.

Friendly and helpful. The broad band works for me.

After nine weeks of false promises and mainly a total lack of communication, I have called it a day and given up on Befibre. On the original day of installation, a guy turned up and declared there was no ducting to the house from the pavement, so he couldn’t install it, fair enough.

After pushing Befibre, I eventually got a date for the ducting to be put in the garden; they warned me if I cancelled after that, I would have to pay £400 for the installation works.

The civils crew came out and put the ducting in the garden and then declared there was a blockage in the ducting in the pavement, so they couldn’t pull the cable through, annoying but fair enough.

Again, after I chased Befibre, I got another installation date. A couple of guys arrived on the date (four hours late), walked up and down the street a few times, then drove off without saying a word.

Again, after more chasing, I got the crew to unblock the ducting and pull the cable, yay! The inside guy came at the same time and installed the hub. I was almost giddy with excitement. However, because the cable wasn’t pulled in time for him to connect, he had to leave, and they would come back.

After even more chasing, he did eventually come back; unfortunately, on this occasion, Openreach had pulled my cable out in order to put next door’s in. He couldn’t pull another cable because the duct in the pavement was blocked again in the same place as before.

This was three weeks ago, and the last time I heard from anyone from Befibre. Finally, I lost my patience and cancelled. They can kiss my a$$ for the £400!

Would give zero if able to.
Connection didn’t work properly. They didn’t want to know. 12 months it didn’t work and internet was so poor and sporadic at best - they claimed it did and wouldn’t release me from contract.
After giving up I switched and was told I had to pay the rest of the year. I paid just to be done with it.
After the year they continued to try and take money so I cancelled direct debit and was then sent debt collection letters. This is despite me having all the communication that I paid for 12 months without decent service. Gave 28 days notice etc etc - disgusting

Wouldn’t go with any other internet provider excellent service always let you know about any issues in th area always send emails about your upcoming bill date very helpful above and beyond 5 ⭐️

Hi good service been with them 3 years now good thank you 😊 🙏

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 ,