CityFibre Omdömen 25 183

Great job! Fantastic customer service . Keep it up

Absolute joke of a company. Decided to switch to Sky and got an installation date.
ROUND 1
Day 1- Engineer comes around fixes everything and finds that the connection is not working - possibly cable fault.
Day 2- Another set of engineers come around the next day and confirm the cable fault and that it will be fixed in 48 hours.
Day 3 - get a message from Cityfibre saying they are sorry I cancelled (I had not) and asking me to contact Sky.
After 3 hours on the phone Sky say they have to place the order again
Day 5 - get a new router though I told them I have one already.
Day 6 - get a box asking me to return the router.
ROUND 2
Repeat of Round 1
ROUND 3
So far the sequence is staying true to form
I am just wondering how many more rounds. In the meantime my advice to people - stay clear of Cityfibre and Sky - made for each other. Synchronised jokers

James and Steve came out today to fit my new fibre broadband. They were efficient and friendly and helpful, what a fantastic pair of blokes!

The two guys that fitted our sky instalation were very profesional and cared very much that they done a good job.
We are so gratefull thank you both.

Firstly although the job was under my name at 120 Glanderston, this feedback is shared to include no.122

August 2025, same job cancelled after engineers described what it entailed.

Had these engineers been Alan & Kenny who attended it, then it would have gone ahead in 2025.

From the very start, both myself & Russell (no.122), felt a calm reassure from your guys when describing ever aspect of the work entailed.

Once the work was confirmed ok to proceed from Russell & myself, it was completed.

I’d like to summarise as follows

Pre description of work involved - 5⭐️
Did work match description - 5 ⭐
External work & satisfaction - 5⭐️
Internal work & satisfaction - 5 ⭐
Customer service - 5 star ⭐️
Professionalism - 5 ⭐
Assurance of process of any future issues / service - 5 ⭐️

You might feel this is exaggerated, but it isn’t. Both Russell & myself were concerned about this work after 2025 discussions. However these fears were instantly laid to rest with Alan’s explanation.

I am not always the easiest customer to please, but both Russell & I agree strongly agree that if this is the benchmark which your company strives to achieve, then you should be proud of both Alan & Kenny as they have shown that your company is in good hands.

If you feel there is an aspect I haven’t covered, it will also be a 5 ⭐

I am very happy with the services rendered, the installation was smooth, polite engineer, he explained all he was going to do and took consent to proceed. Very strong signal since installation, no complain or lagging.

Good communication, arrived on time. Explained everything well and did a great need job of installing the cables inside the house and across the garden.

I placed an order with an ISP after checking on the Cityfibre website that they would be able to provide the necessary fibre to my home.. The result said that they are able to supply. On placing the order the ISP also checked and it was confirmed that Cityfibre would be carrying out the installlation. I had cancelled an order with another provider who would have had to cut through a tarmac path in my driveway after realising that there is a Cityfibre fibre sleeve from my garden wall to their box on the side of my home. The ISP sent all the equipment very quickly and all was going well with the ISP until two Cityfibre engineers came to carry out a survey, that was never mentioned within the order. They were very negative about the fibre along the footpath. They carried out a test and said that the footpath would have to be dug up for new fibre to be laid. They did also mention that another option was for them to piggybank off an Open Reach telegraph pole that had an adapter on it. I contacted my ISP about this and they contacted Cityfibre who told them that they new about the difficulties outside on the pathway and had a couple of options. Cityfibre told the ISP not to worry the installation was definitely going ahead on 16 June 2026 and before that date they would sort out the problems with their fibre under the public footpath. The next morning I received a text from Cityfibre that the job had been cancelled. I contacted my ISP and they did not seem to know about that. Shortly after my telephone call the ISP cancelled my order. Apparently, it's okay for Cityfibre to contact me, but like some dictatorial state they declare that I must not be heard. I can only contact the ISP. I sent Cityfibre a Formal Complaint and after several days I had a reply telling me that they were not able to provide updates directly to me because the service is provided by the ISP. Just remember that they sent me a text telling me that my order was cancelled, before contacting the ISP. I've checked my neighbours address on the Cityfibre website and it is showing them as able to receive Cityfibre broadband. If this is true then telling me that massive infrastructure is needed is either untrue or the Cityfibre search is inaccurate meaning that the database has not been updated for the road I live in. I am disappointed with Cityfibre, causing the ISP and myself to spend time and money on something that they should have been able to avoided. It is true that the contract was between the ISP and me, but the fact that Cityfibre were the cause of the issue I feel that they should have interacted with me. Cityfibre have know that copper wire is being phased out with a deadline of January 2027 therefore it seems that they are running late on the necessary infrastructure.

Although Cityfibre have said that they have reached out, that is just to check that I am who I say I am. Other than that, once again they have ignored me. They are also still showing on their postcode checker that other properties in my road on my side of the street are still able to get Cityfibre broadband, are they sure about that.

Fast installation, talked through all that was going to happen, before starting. Great service

Very pleasant and professional engineers

Very professional

Quick response and helpful advice great service 😒👍

From initial call to installation took less than a week. Staff extremely helpful. Competitive prices. Engineers friendly, courteous and explained what work was required and ensuring I was happy with this.

Very knowledgeable and quickly set up my broadband and disconnected my old equipment at my request so very happy

Virgin renewal became due so looked around for better provider. FIBRE showed Broadband Excellence so looked at the deal, quicker speed, free installation completed within a week and more than half the price with booster added.Installation took 2 hours and carried out professionally. Happy Bunny....

Polite, helpful and friendly.