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Review summary
Rebel Internet is exceptionally well-rated by customers. Customers particularly appreciate service and reliable, though some mention concerns about customer service and expensive.
Impossible to get hold of someone that knows what they're talking about
UK call center yes, but every call reaches 'reception' who have no visibility to your account, nor any technical or customer services capability. They promise to call back, never do. They promise to reply to emails, takes days. Router came misconfigured and locked so even when I connected to it via ethernet I was unable to manually setup the PPPoE settings. Waste of time, avoid.
EDIT: I have shared my details with you, feel free to call and I'd gladly give my direct feedback as I've been trying to do for the last few days.
Line did go down for a few days and they did everything they could to help asap, Kevin was very helpful and we got credit back for the next month due to the inconvenience.
Rebel persevered through a long, arduous process getting Openreach to install FTTP. Openreach would not allow me to initiate contact to arrange an appointment which is mind-numbingly short-sighted and unhelpful being a teacher that cannot take calls during the day.
I can't imagine the mess I would be in with the undeserving, greedy broadband companies like Virgin Media, EE, Vodafone, BT, and their labyrinthian, unfair contract terms and predatory 'customer service'.
Great product with no issues . The only broadband service that offers a monthly rolling contract. Call answers quickly, unlike the big boys . Excellent Customer service . I highly recommend them
TLDR: poor customer support, poor internet connection, sells unnecessary equipment, imposes insecure wifi password and requires a phone app change it, uses equipment from Israeli companies...
I received the modem and was surprised that it doesn't come with a sticker containing wifi name and password. The manual says the wifi name should be Rebel_Wi-Fi and password REBEL123, which is ridiculously insecure. But there was no Rebel_Wi-Fi and instead there was some HTWiFi_OpenSync_XXXX network with unknown password.
I asked support what was the password as I wanted to set up the wifi and use my printer, and also complained about the insecure practices and the extra wifi repeater that makes no sense in my 1 bedroom flat, but support ignored me saying my activation date was still to come. Apparently they need the modem connected to their servers to be reconfigured with that ridiculously insecure name and password.
Then the activation came and I could connect to wifi. I went to the modem admin interface and looked everywhere but there's no option to change the name and password. Instead, you have to download a phone app to change it... I'm speechless.
Also the connection is super laggy and even loading gmail or opening simple websites takes a long time to load images, sometimes as if I was on a dial up connection from year 2000.
I immediately requested cancellation and refund under my 14 days cooling off period and I'm waiting for instructions on how to post that modem and useless wifi repeater that occupies two power sockets.
And finally, their company is named Rebel but their equipment is produced by a Israeli company.
Sincerely, it's so much fail.
Recently had this installed on the Isle of Wight. There was a delay getting connected but this wasn’t the fault of Rebel, who promptly arranged an engineer to attend and fix, which they did. So as far as customer service is concerned Rebel are fantastic. The only downside is the monthly prices which is quite a lot more than what other providers charge. If I were to switch in a years time it would be because of cost and not because of poor service. If cost is not an issue I can wholeheartedly recommend Rebel because of the customer service and stable speeds.
I have spent many years on the phone to various companies for various services such as WIFI, Energy and or other subscription models like M-EAT.
I can honestly say this was the easiest and best customer experience I have had I called and they picked up straight away. The reception desk was extremely polite and helpful and was so easy to understand, it was a joy to speak to them. In addition after pointing out, they were not the sales department but would get a representatives to call me as soon as possible. 1 hour later I received a call from the CEO and founders of the company. The CEO then proceeded to walk me through the whole process of the REBEL WIFI set up and how it worked.
He answered every question I had regarding their network and how it's provided and outlined the
differential in technology from different providers.
He also outlined very clearly the costs involved and pricing structure as well as then applying a £80 voucher over the phone.
I have not received the tech yet so I cannot speak to reliability and complexity of set up. But I will say if it is anything like their customer service then I will be a very happy browser.
I will update this after I receive the tech and network at the end of the month.
Thank you for being a company that respects good customer service and protects its consumers from terribly inflated and bully organizations that pray on being a monopoly.
My only suggestion as you might have limited resources for advertisment etc I would suggest implementing a refer a friend or family scheme where you offer a voucher for every customer that signs up and pays for their first month. anyways just a suggestion. vive la revolution of WIFI :)
I came across this company on my move to Leicester from London. I had a ropey experience at the start, with their call centre but it was like someone listening to the call and heard the dissatisfaction in my voice and called me back immediately!
I was impressed the gentleman really went out of his way to apologise and ensure that my order was booked in quickly.
My installation was somewhat non standard but they, along with Openreach kept me appraised of any changes.
I bought the month to month contract which has a higher set-up fee but at least it allows you to cancel quickly and cleanly if circumstances arise. Without owing hundreds as long as the router is returned safely.
They also have a solid hardware in that the router scales with your requirements and they also have a really interesting app that ties in with the service.
Customer support is done via email which I actually liked as the agents responded professionally and in a timely manner.
All in all, a great service.
You're SAFE here for Communication and Technical Troubleshooting
Giving 5*s for outstanding communication from customer service and technical support.
Always experienced astoundedly prompt replies to email, which are polite, to the point, and actioned with no unnecessary question.
I only use them as a WiFi only service so don't have experience with the broadband side of things, but the mesh system they've supplied me is consistent and powerful, leaving me wanting to learn more about the company's technical offerings. It's unfortunate for me they don't offer broadband in my area - No fibre cabling here yet.
Nonetheless, communications are a night and day improvement when compared to support from big broadband companies.
Cheers to the team!
Dan
Delivered router late and to the wrong address despite having clear instructions of my house move.
Awaiting a refund so I can get to a more reliable supplier.
Avoid at all costs.
They charge you before you get it. There’s a terrible app to help you set it up which doesn’t work.
They have a 24/7 line that is just there to chat find out the issue and say they will call you back. I’m sticking to the traditional brands because this company is a joke dressed well.
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