DigitalFibre Reviews 327

Absolutely disgusted by the Customer Service level deemed acceptable by the business.

My elderly mother has been significantly overcharged (in to the hundreds of pounds) and despite various emails and calls I have been given conflicting information, no route to resolution and ongoing overcharging.

Waiting on the customer careline for over an hour each time, waiting over 2 weeks for a response to emails.

I have no other option to progress via Legal and the ombudsman.

Shocking.

Not happy with the service.

Mae was great on the phone. Very helpful

Do not use this firm.
They have left us with no phones for 7 weeks.
They have no communications, no technical service, no knowledge. They can't even follow up an email or phone call, their internal escalation process does not work.
To follow bad with worse they have now leaked nearly 100 email addresses out to the public.

Update:

In light of the standard response issued to the review, I'm fairly sure that these guys couldn't even find each other in an empty room.

It is now more than 6 months since I switched to Digital Fibre from Daisy with a promise of a seamless transition. The phones initially would not work for 6 weeks as they were supplied without a voip, gooche or 1.100 code (no I dont know that means) so had to get a telephone engineer to sort them out. This cost £201.30. So far I have not had the credit agreed by Digital and Daisy are still charging me as well as seeking a cancellation fee of nearly £800.0. Be wary of promises that sound to good to be true!

Thea very helpful and great customer service

Mae was really helpful and informative. Thank you so much for getting my sim card sorted.

Terrible terrible service.

Digital Fibre has transferred my elderly MIL from premier talk, ever since then it’s been downhill. I suspect they’ve miss sold a package to her (price went from £30 to £90!), request the call to be sent to me through DSAR however ally is ignoring all communication. She’s now been double charged for both premier talk and digital fibre for two months running, again promised a call from Ally to no success, it seems as though she’s purposely ignoring us. Requested a deadlock letter so we can go to the regulator, ignored again. Absolute cowboy outfit. Over 15 calls across 4 months and they still can’t sort it out.

Although Mae herself was extremely friendly, professional and courteous, I am frustrated to note that I have now had to contact Premier Talk on four separate occasions to request (a) my final invoice and (b) a prepaid envelope for the return of the broadband router, neither of which have yet been received

Mae dealt with my request by professionally and very patient

Keystone Cops spring to mind. It is impossible to get through on the phone. There is ALWAYS a higher than normal level of calls. They are very slow to reply to emails. Two and a half weeks later and I am still without a landline because they failed to provide equipment that links up. On the positive side their router is good. Now they have compromised my email address by failing to use bcc in a mailing to dozens of people.

Ruby delta with my concern with professionalism and in a polite manner, resulting in a satisfactory outcome.

At last, it was pleasant to talk to a human being and not a computer. That is important to me, and the basis of all business relationships.

terrible terrible company, avoid like the plague! They dont answer the phone, dont respond to emails. They dont have a clue what theyre doing. If i could give them a minus rating i would. Theyve caused me lots of stress since november and god knows how much business ive lost because of them.

Follow up - finally spoke to Someone today - confirmed that cancellation is now complete. Thank you to Ruby and Belle for all your help and work in this matter.

Agreed to a business broadband contract. Due to personal circumstances I decided to cancel whilst in my 14 day cooling off period. This was done on the phone via the support number, and confirmed in writing via email. I have consistently been fobbed off, ignored and not called back regarding this matter, whilst receiving messages from my current provider and digital fibre stating the switch is still going ahead. I have now submitted a formal complaint to digital fibre - surprise surprise, no reply to this, let alone confirmation the contract is cancelled, although customer services said it was an easy thing to do at the time as I was in my cooling off period.
I really hope someone does the right thing and looks into this further for me after this review - I’m a patient person and really don’t need this stress. So far 0 out of 5.

I have had many issues with Digital Fibre but I can't fault the advisors when I eventually get through to the support team.
This morning Mae was very helpful. She answered my questions, promised me that she would do something and then actually did it straight away. So thank you Mae.

I recently joined digital fibre and although i was hesitant to begin with, after receiving great service with better connection and great customer service especially sophie who has kept in contact all the way through, keeping most professional with responding to any question and concern i had, as she takes her time which is nice as she is most knowledgable and also a very nice young lady to talk to, so thank you digital fibre!

I received a cold call from a sales representative who asked about our current bill and claimed they could reduce it by £15 per month while significantly improving our WiFi speed. Based on that, I verbally agreed, with the clear understanding that I would receive the contract details electronically to review during the cooling-off period.
And... The wifi speed is terrible!!
postcode - UB2 5EA

I was told I would receive a follow-up call to go through the contract. I did receive a call at an inconvenient time while I was already on another call, so I rescheduled for a couple of days later—but that call never came.

On 19/03, I received a letter dated 06/03 outlining the contract, and it was completely different from what had been discussed. Instead of saving money, the contract reflected the same monthly cost as our current deal, plus a significant connection fee.

I contacted the company to raise this issue. After waiting 32 minutes and 40 seconds on hold, I opted for a callback, which didn’t arrive until two hours later. I explained that we wanted to cancel, as we were no longer comfortable with how the company operates. I was then told we were already past the cooling-off period—even though I had not received or reviewed any paperwork beforehand. Without explanation, I was transferred to another representative.

The second representative was dismissive and unhelpful. I was told the only way to leave was to pay an early termination fee. When I pointed out that the contract did not reflect what was verbally agreed, I was abruptly told they could simply adjust the account and apply the £15 discount—something they did instantly.

This raised even more concerns. If the agreement can be changed so easily after the fact, it calls into question the legitimacy of the entire process.

I am extremely uncomfortable with:

The misleading and high-pressure sales approach

The lack of proper documentation during the cooling-off period

The poor customer service and difficulty in resolving issues

Despite clearly stating these concerns, they were dismissed. I now feel pressured into a 36-month contract with a company I do not trust. This has been a very stressful experience, and I would strongly advise others to be cautious.

Unfortunately my health hasn't been too good lately and I have overlooked one or two things. One of these being my direct debit for my broadband. So a convenient phone call later, from Ally in Accounts and I was back, up and running. All of my details were on record, so a press of a button and all was taken care of. Ally also informed me that she was calling to set this back up, so I didn't incur any charges for late payment. Thank you. Absolutely first class service (as per usual I might add!), everything taken care of without me worrying about it, and providing a gentle pillow to cushion what has become in this day and age, a necessary expense. Bills are an everyday burden, but Digital Fibre makes sure that it's done painlessly and professionally. With people like Ally working there, service can only get better, if that were possible.

Chloe was very helpful and spent time with my query to sort things out for me.so hopefully everything will be done now