connectfibre.co.uk Complaints & Common Issues

While connectfibre.co.uk boasts an “Excellent” rating on Trustpilot and strives for “flawless service,” it’s natural for any broadband provider, especially one undergoing expansion, to encounter some complaints or common issues. These are typically not indicative of a scam but rather the complexities of deploying and managing a large-scale fibre network and serving a diverse customer base. Based on common themes seen across the broadband industry and what might be inferred from Connect Fibre’s service model, potential areas of complaint could revolve around network availability, initial installation hiccups, or very specific performance expectations.

The company’s proactive stance (“Proactive support”) and commitment to UK-based customer service suggest that they are well-equipped to handle issues. However, given their focus on full fibre deployment in specific regions, the primary “complaint” for many potential customers might simply be that the service isn’t yet available in their postcode. Other issues, if any, would likely be related to the nuances of new technology rollout or individual customer experiences that deviate from the advertised ideal, which is common for any ISP.

Network Availability and Rollout Pace

The most common “issue” for many prospective customers isn’t a problem with the service itself, but its current reach.

• Limited Geographic Coverage: As a newer full fibre provider, Connect Fibre’s network is still expanding. Many users might find that their postcode is not yet covered, leading to frustration.
• Wait Times for Expansion: Customers in unserved areas might express impatience regarding when their street or town will be connected.
• Deployment Delays: Large infrastructure projects can sometimes face unforeseen delays due to planning, civil engineering, or regulatory hurdles, which can be a source of frustration for eager customers.
• Information Gaps on Future Plans: While they announce new “LIVE” areas, detailed rollout maps or firm future timelines might not always be available, leading to uncertainty for those waiting.
• Disappointment after Postcode Check: The main complaint from those who can’t get the service is simply the disappointment of finding out it’s not available yet, despite the attractive offerings.

Installation-Related Issues

Even with “free expert installation,” initial setups can sometimes present minor challenges.

• Scheduling Conflicts: Occasionally, scheduling installation appointments might be difficult for some customers, especially during peak demand.
• Minor Delays: While aiming for smooth installation, unforeseen technical complexities on site or engineer availability could lead to slight delays.
• Internal Wiring Concerns: While external fibre is connected, optimising internal home wiring or Wi-Fi coverage (even with expert placement) can sometimes require further tweaking based on individual home layouts.
• Router Placement Disputes: Although engineers aim for “expert router placement,” some customers might have specific aesthetic or practical preferences that conflict with optimal signal distribution.
• Initial Connectivity Issues: Rare instances of a service not activating immediately after installation, requiring a follow-up call to support.

Performance and Expectations

While speeds are guaranteed to the router, real-world experience can vary due to internal factors.

• Wi-Fi Coverage/Performance: Despite Wi-Fi 7 and expert placement, dense walls, large homes, or interference can still lead to Wi-Fi dead spots, requiring “Connect Mesh” add-ons.
• Device Limitations: Older devices might not fully utilise the high speeds or Wi-Fi 7 capabilities, leading to perceived slower performance which is not the ISP’s fault.
• Intermittent Drops (Rare): As with any network, extremely rare and brief service interruptions can occur due to maintenance or unforeseen technical glitches, though full fibre is highly reliable.
• Understanding “Guaranteed Speeds”: Some users might confuse guaranteed speeds to the router with guaranteed speeds on every device anywhere in the house, leading to slight misunderstandings.
• Add-on Expectations: If customers purchase “Connect Phone,” “Connect TV,” or “Connect IP” without fully understanding their functionalities, there could be minor complaints regarding feature sets.

connectfibre.co.uk Customer Support Review