WeFibre Arvostelua 

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.

I'm very happy. Thanks

Super fast fibre service... 3-15mb download speeds for the past 4 days.

Buy our dedicated IP address... took about a month to switch on and it didnt work, killed my internet when I was supporting clients.

The other issue is that some internet services (like Gaming, Remote desktop with IP whitelists) do not work as they use shared external IP addresses.. so you need a dedicated IP (which they cannot deliver) or VPN to get around there poor network design.

Really wondering if i made the right choice switching from BT as I had no issues for over 10yrs.

Very efficient installation and all seems to be working well

Seamless service. Arrived on the day and time arranged.
Installer professional, polite and provided a quality service. The installer needs to be commended

Easy and Straightforward

Received an email this morning saying "Following a desk based survey, we are unable to complete your order....Have a great day."

I've had zero communication since placing the order. The only updates I've had is talking to the people working outside on the road. Someone recently came and surveyed the house, discussing where the cable would go and sprayed blue paint on our grass.

I called a few minutes ago for an explanation but got completely fobbed off. Someone from the team is going to get back to me with more information about the cancellation. I don't want more information. I want the fire broadband we were promised. They got a voucher from the Gigabit Broadband Voucher Scheme/

We've had to endure a year's worth of disruption, with all of the roads around us being dug up. They were literally at the bottom of my road a week ago, digging up a side street to run the fibre to the properties. The cable is in the road, almost outside my house. The whole town is getting fibre, including our neighbours but we're not. Absolutely ridiculous!

Update (14 June 2024): The reply below doesn't stack up. We have had 2 site consultations (December and March). Both people that visited our property said that the cable can be pulled through to the chamber sitting between our garden and our next door neighbour's. This chamber sits in a flower bed, so the cable can run along the flower bed a few metres to the wall of our property. On both site visits they said there was no problem getting the cable to the property. The second person sprayed blue paint in our garden showing where the cable would be.

They recently dug up the pavement and road along Eleventrees to install 3 new chambers. Only last week they finished digging up an entire close that branches off Eleventrees and ran the fibre to the properties. I know that at least one of those residents has now also had their order cancelled. This is disgraceful after the mess they made of the road and pavements.

It's soul destroying after waiting 9 months. It is now too late to apply the BDUK voucher to anyone else. All of the work is almost complete.

Very responsive when called. Unfortunately, long delays in getting infrastructure into place caused some concerns after placing order several months previously, however, once traffic management problems resolved in town and final main cable issues put to bed, everything moved well. JJ turned up last week, resolved internal cabled runs, offered advice and undertook install all within a few hours of arriving. Overhead team needed to connect to outside pole arrived while JJ working. Great teamwork all round! Systems all up and running nicely.