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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
Inconsistent Service Quality and Restrictive Router Limitations
My experience with Rebel has been mixed. Initially drawn to their 12-month contract for a temporary placement, I encountered significant issues with their "smart optimization" feature, which regularly disrupted connectivity and impacted smart devices. This was eventually resolved thanks to the excellent support provided by David in their technical team. His assistance was a key factor in my decision to remain with Rebel at that time.
The subsequent move of my service to a new temporary residence was handled swiftly and efficiently, which was appreciated. However, the internet performance at the new location has been severely lacking. Despite close proximity to the provided router, Wi-Fi signal strength is poor throughout the property, often weaker than neighboring networks.
This has manifested in several critical issues:
* Inconsistent and weak Wi-Fi coverage, even in direct line of sight of the router.
* Inability to reliably connect my PlayStation to game servers, often citing potential security threats.
* Failure to load banking applications over the Wi-Fi network, requiring a switch to mobile data.
* Constant lag during online gaming, despite the console being in close proximity to the router.
* The provided router is significantly locked down, offering very limited user configuration options. Basic functions like port forwarding proved unsuccessful, necessitating contact with support for any adjustments, such as disabling the automated 24-hour optimization.
While the efficiency of the home move team was commendable, and the technical support from individuals like David has been helpful, the fundamental performance of the internet service at my current address, coupled with the limitations of their router, is deeply disappointing. Unfortunately, I am contracted with Rebel until February, otherwise, I would seek an alternative provider immediately.
Pros:
* Efficient home move process.
* Helpful and knowledgeable technical support (specifically mentioning David).
Cons:
* Poor and inconsistent Wi-Fi signal strength.
* Router limitations and restricted user access.
* Issues with online gaming connectivity.
* Problems with certain applications functioning over the Wi-Fi network.
Overall, the daily experience with Rebel's internet service at my current location is unsatisfactory, primarily due to the underperforming and restrictive router.
Response to their reply -
Just to clarify, the router is actually located inside my flat, in the living room. It's positioned where it has a direct line of sight to my PlayStation and nothing is obstructing it. There no reason for such poor performance and for the Router doing things that the end user cant turn off, especially when it doesn't work right!
2nd edit - spoken to David
My router been fast tracked onto new firmware. The way it got pushed meant it took 48 hours to settle, this is due to not being done the normal way. This firmware coupled with disabling this silly guard protect (plume default) which blocks game servers has resulted in finding games. Now I got hope the lag reduces/settles soon. Still frustrating the lack of control we have as a customer. However David is the MVP at Rebel. Consider giving him a raise. Once again he the only one that knows what going on and how to fix things properly. For this reason I'll raise the star rating to 3*.
Doing something different with WiFi, and doing it well!
I joined Rebel a few months ago and I have to say the standard of service so far has been superb. The WiFi in my flat is very reliable and there is a good signal throughout the flat. Controlling my WiFi settings via the HomePass app is a breeze and gives me more control and insight into my WiFi usage. Would recommend this company!
Well, I didn’t have a chance to experience Rebel’s Internet speeds and service in depth because I had to cancel my order the same day, but how efficiently the cancelation and all other order and cancellation steps were processed is impressive. Thank you guys!
The service from Rebel is appalling. It's only been two weeks and so far, the only reliable part of their 'reliable connectivity' is that it reliably drops out multiple times a day. Oh yeah and the connection that goes 'throughout your home'? Well it doesn't reach upstairs about 6m from the router.
We have contacted them several times now about the issues and there has been no help.
1. We contacted them the second day of service, they said it sounded like there was a problem with our line (despite it being fine the week before on the other provider. We only switched to save money). They sent out an Openreach engineer who not surprisingly, found no issues with the line. He did however say that he could see we were having 10+ dropouts a day, dropouts that Rebel apparently can't see their end. No call back.
2. We contacted them again, we just asked if the service could be cancelled as it wasn't what was advertised. They started looking at a list of connected devices and at first tried to suggest it might be a smart speaker causing the issues. Then said it was probably an extender we'd plugged in causing the issues. We did try an extender because the router is so shockingly bad that we needed the extender to get connection upstairs in our 2 up 2 down house. They said they'd call us back. They did not call us back.
3. We contacted again about the ongoing issues and asked again to cancel the service. They said they would change some settings on the router and call us back. They did not call us back.
4. Called them again. They suggested several things to make the extender work better. The extender was never the issue, it was the constant dropping out on the broadband that was the issue. Not to worry though because they would call us back in the morning. Today is morning and I bet you can't guess what happened? Nothing, nothing happened because they didn't call us again.
During every contact with them they have said that they can see no drop outs on their end which I suspected would happen because every time all our devices lose connection, the router is still shining green.
We will contact them again about these issues and try and cancel again but I am anticipating a battle to cancel the service without a fee at this point. If they'd cancelled when we asked at first because we shouldn't be having issues on day two, then we would've been within the two weeks to cancel a contract. Interesting how they've dragged it out.
The only good point I'd give them is the router was shipped quickly. Unfortunately, the router looks like it has been thrown together with scrap plastic.
Please just let us leave so we don't have to pay for this horrible service for the year.
I had to move into alternative accommodation at short notice where I would require Internet services. It was not clear how long I would be at the premises so I had no idea how long I would require Internet services at this temporary property. All of the Internet service providers I tried would only allow me to have Internet services if I signed up for a 12, 18 or 24 month contract. I was alerted to Rebel who promised a monthly internet service at a very reasonable price. In all honesty, this service sounded too good to be true, but it was true. The internet service provided by Rebel was first class. The service itself throughout the property was faultless. Monthly payments were straightforward. I only had one occasion when I needed to contact the helpdesk and staff were very helpful indeed. The return of the equipment when I left the property was simple too. What a fantastic service Rebel, thank you very much.
I must admit I went to Rebel just for the price but I am so pleased I did, even if it was just to save money.
The service and support is just fantastic better than all the larger suppliers I have used before. I found that out when I couldn't set it up myself (not IT literate at all) and they were fantastic, highly recommended.
Rebel provides a great service for a reasonable price. Been with them since February, haven't had any problems yet. Great coverage throughout the house and garden. Instead of their pods I use other wireless boosters, and connecting them wasn't a problem. Their customer service is very professional and helpful.
So far, so good 👍
Fantastic company - instant support whenever you need it. Special shout out to Pierre who personally called me on Sunday after I emailed with questions about our set up. Great team taking a troubled industry in the right direction.
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