“Do yourself a favour and either stick with your current provider or find someone else. I made the mistake and decided to switch to Hello Fibre (Hello Internet when I had originally signed up). I am now on my 4th day without any internet at home.
Hello Fibre was offering a 360 MB connection for £10 cheaper than my current provider. So I gave my current provider a 30-day notice, the last day was finalized. I passed on that date to Hello Fibre. But the switch over didn't happen on the agreed date. Hello Fibre first blamed me for not setting it up the router properly, then put the blame on my previous provider for ceasing the fibre connection with OFNL. I went back to my previous provider and they said they have not done any such thing. Then Hello Fibre blamed OFNL.
Now it is the 4th day I am at home without internet, forced to use my mobile as a hotspot to get on the internet.
They don't have any phone lines, only support through chat. You have to leave a message and then wait hours for someone to come back to you. Zero communication from Hello Fibre. I have to go back and send them a message on chat, then wait for someone to reply back. In the last 48 hours, I had just 2 single line unhelpful messages from Hello Fibre. I have no idea when and if I will get internet at home.”
“Tech support and guides not helpful for those of us not particularly tech literature and new to fibre optic broadband. They need to be made simpler and easier to follow with less tech words and acronyms.”
Hi Matt,
We're sorry you feel this way, we provide a quick start guide with all our whole home routers, and an extensive step by step installation guide with pictures to help our customers connect the router to our fibre optic service. Our support teams are always available online via email, live chat and by phone.
We've looked through your account and see you haven't raised any issues with us directly or contacted us for assistance. If you still need help getting set up please do get in touch.
