Upp Omdömen 1 432

Great job, all the team came when they said they would and very professional job and friendly people, thanks

Was very simple to sign up, we were kept upto date and it’s install date and staff very efficient on day of installation.

Excellent price and the end product is super fast as advertised. Installer was very good.

Only downside was wait time for installation.

We were due to have UPP installed a month ago but the appointment was cancelled due to UPP identifying a blockage in the openreach duct leading to the house. A 3rd party company (Seamus and Charlie from 360 networks) had to lift a small section of my driveway to remove the blockage. I was told it may take a few hours. I'm happy to say that they had completed the job within 45mins, and left the site neat and tidy. This was important as my driveway was shared with 4 other properties. Seamus and Charlie were also very considerate that my partner and I were off work on maternity/paternity leave and kept noise to a minimum. Very happy! This means that I can finally have UPP installed at my home!!!

Quick and efficient delivery from UPP staff. 200meg constant. Well happy.

We had Freddie come install UPP broadband to our property. He made and quick and easy job of it and was very knowledgeable and provided great service throughout.

Staff really friendly and took care when fitting fibre to my home

So I'm now 4 months into this service, and so far everything has been pretty smooth.. However, over the past couple of weeks I've had internet issues.

First starting two weeks ago on 28th October - myself and at least 8 other customers in the local area (Wymondham) were left without any broadband service all weekend after a fault occurred on the head end side of the fibre. Because this was a weekend, we were left without internet access, until the Monday morning where I managed to get hold of support pretty quick (during working hours, I can usually get through within a couple of minutes). They had to chat with their networking team, who had advised that some re-configuration needed to take place. This was sorted within the hour of speaking to someone over the phone, however for those who work from home and have a need to work over the weekend, make sure you have an alternative way of working because you will be left in the dark until you call them up.

Then, a couple of days later on 1st November, I started noticing certain websites loading fairly slowly, and upon further investigation (assuming an issue on my side), I noticed I consistently had 15-25% packet loss on my full fibre connection... THIS STILL HAS NOT BEEN RESOLVED TODAY. Fortunately owning some IP space outside of Upp, I have the luxury to force my internet traffic via a tunnel to a router connected directly to an IXP so for now I've "worked around" this problem by ensuring most of the internet traffic is routed via a different network.

Then comes today (10th November), where I experience another two outages (red alarm light on the ONT), this makes working from home pretty difficult now as I'm not sure how reliable this "reliable high-speed broadband" is now.

I'm also concerned about this VM02 / nexfibre takeover. No communication from Upp as to what to expect in the future, website is as useful as a chocolate tea pot and redirects to the same place, and for people who may have wanted to join Upp once their contract ends, no longer have that option and are forced to head onto VM's website. In this area there is absolutely no VM service (and there never has been). What happens with all the unused equipment and fibre capacity now? Will we be forced onto a extortionate Virgin Media plan at some point in the future, or will we just be told that our services are being cancelled? Nexfibre is a wholesale provider owned by VM02, but the owners have no wholesale "experience" and instead are the complete opposite. I don't know any ISPs that have partnered with Nexfibre to be able to move onto.

Onto the good parts that doesn't turn this into a 1 star review, although I think the negatives above outweigh any positives:
1 - Symmetrical connection, as a heavy download and upload user, having an affordable symmetrical connections has been a game changer! My backups no longer take hours to complete, and instead are now pretty fast.
2 - Friendly customer service who are really quick to get through to, and don't mess around with the usual scripts of "have you turned it off and on again"
3 - Affordable and great value high speed broadband services for people who would struggle to afford similar packages on Openreach/VM plans.

Final point - I'm glad I managed to get 6 months free... I wouldn't have paid this month otherwise for a defective service.

EDIT: 16th January, the above issues were eventually resolved although I've just received an email that all services will be withdrawn and replaced with virgin media. This absolutely is the last straw now. Overall VMO2 are much more expensive, and despite their claims, are much slower. The connection I have with Upp is symmetrical, VMO2 is asymmetrical. I usually average 550-600Mbps on my line, but VMO2 averages under 500.

Quite frankly this is an appalling take over, that should have never happened at least with Virgin. The technology is entirely different. You dug up my front garden, and now you'll be doing it again to strip the infrastructure out and install VM's?!

I wish I never joined Upp in the first place. You should be ashamed of yourselves for allowing a buy out with a company who's infrastructure is entirely different to your own, with a pricing structure completely opposite. A take over by hyperoptic or a similar alt-net should have happened instead.

Just a quick note to Seamus and Charlie did an outstanding job at Langton hill farm. Many thanks Alex Hunt

So fare so good but not even a week in yet come back in a year.

It took us a little bit longer than I’d hoped to get all the pre-install work done, but I can’t fault the service! We had the pleasure of being in contact with Deon throughout and he’s a great guy, a true asset to the company. Quality of the installation is brilliant and they left no mess behind. The linksys WiFi nodes supplied are brilliant and have a lot of extra features to ensure you get the most out of the full fibre connection. I went for the 500mb connection, but I can tell I’m going to have to fight the urge to go for the 900mb upgrade! The novelty of having a full fibre connection in a house that is over 450 years is never going to wear thin.

Amazing installation service! - Thank you Iain and Deon!
These guys were quick, efficient and very friendly. They were respectful of our home and made sure absolutely EVERYTHING was set up, fully functioning and all questions answered before they left. We couldn't have asked for a better service. Whilst our installation had been delayed due to external layout complications it was well worth the wait. Our download speed has gone from 3 to 200 Mbps now !! Well happy :)

Really smooth transfer from my previous provider, facilitated by excellent customer service from the moment I decided to change through to the install.

Kirsty our point of contact went above and beyond to make sure that everything went smoothly and it appeared nothing was too much trouble for her in assuring we had a great experience - many thanks

Engineers very great! Very polite and tried to do the job ASAP. Also told me about timeframes, issues theu have experienced and came bact to fix them as soon as they could. Would give them 5stars.
But... I have signed up with up in Jul and it is November. This is how long I have been waiting for the line to be installed. Once again, the company gave me the 5G router to use in the meantime. They kept me up to date with progress, so another possitive for customer service.

Broadband works fantastic after initial cockup your fitters need to take a bit more care no dust sheet put down massive pile of red brick left on light carpet will stain will not come out not even offering to hoover box of clips strewn outside dangerous to dogs and small children was told they would move furniture they didn’t wouldn’t have complained as can’t be bothered but they asked for the review

Even due to issues with installation, UPP managed to installation my broadband in time.

Excellent service from the 2lads that fitted no problem to big for them

Communication with office, not that good, the guy who carried out the install, brilliant

Very friendly, professional and tidy engineer. Kept us informed of what he was doing, and then explained how to work everything.