Squirrel Internet Ltd
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Avoid at all costs!
Avoid! I was thrilled when Fibre Heroes set up full fibre in my street, but immediately concerned when it was restricted to a small number of ISPs I’d never heard of. I was right to be. Being a squirrel customer has been a nightmare so far, and I have no confidence in it getting any better. 1. Speed - it’s acceptable in the room the router is located in, but hopeless anywhere else. BTW if you sign up for 900mbps the most they actually guarantee is 450. Poor wifi through the house isn’t Squirrel’s fault as they can’t control the thickness of walls etc, even though I had very consistent signal with my previous supplier 2. Cooling off period - starts on the day of your order! I can’t believe this is legal. I called to change my tariff on day 4 of service to be told I was outside my cooling off window. I wish I’d cancelled immediately. 3. Communication - it’s good you can get through to someone on the phone quickly. However, this is only Mon-Fri (amazing!) and the call handlers can never help. They always need to refer to ‘a supervisor’ who will call you back and, unsurprisingly, this has never happened. I’ve also logged a complaint that was never acknowledged. Service - I’ve had issues with numerous third party services. There are ‘known issues’ with Disney, Ticketmaster, Sky and presumably others. The fault of all of these apparently lies with the third parties - I wonder what the common denominator is? They all worked fine before I moved to Squirrel. The main theme running through all of this is that nothing is their fault, ever. They’re defensive to the point of rudeness. I’ll be referring them to Ofcom as soon as I get my complaint response (although not holding my breath on that). Do yourself a favour - avoid at all costs. 40-odd reviews giving a good Trustpilot score is not enough to get a broad representation of service, I should have known better.