Review summary

Squirrel Internet Ltd receives consistently positive reviews. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.

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Based on reviews, created with AI

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IW

Ian Wallis

1 out of 5 stars
This company is shocking

This company is shocking 2 months, no installation, no sorry or anything . In May they said they would connect the first part then a week later they would need someone to be at home for the final install. I booked time off work then they cancelled said no line in sight, I had to contact them to find out what was happening. They said it wasn’t them who fit it but would get back to me. Eventually they said they would send a supervisor out to assess the problem, never heard anymore, I contacted squirrel once again they said the same again and they would find out from ms3 the cable company. Weeks after, many emails later they told us to chat to our neighbours to see if they could span a cable across their yards, so I went round to see them. All said not a problem. I contacted squirrel to let them know, weeks later they gave me another date for installation, once again they never turned up. I contacted squirrel again who didn’t believe me , they then told me to be at home for the final fit. (which I booked time off work) but they never turned up at all . Got no response from squirrel again, we are now mid July so I cancelled it. Had no sorry or anything, they are a joke!!

DE

Dale Edward Connell

5 out of 5 stars
Installation and set up very easy thank…

Installation and set up very easy thank you !!!

WS

Wayne Statham

4 out of 5 stars
Very quick installation

So far so good, we had broadband installed 2 weeks ago , the instalation was very quick, the router arrived the day after and was very easy to set up , although we haven't been able to use it thoroughly as we haven't moved in yet , the service seem ok so far .

c

customer

5 out of 5 stars
Reliable service

Reliable service. Easy to follow instructions when first setting up.

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All reviews

856 total β€’ Write a review

Showing 761 - 770 of 852 reviews
CD
2 out of 5 stars

Too many outages

Squirrel is quite a small company and, regrettably, doesn't seem equipped to reliably provide internet services. As a new customer, I've experienced two prolonged internet outages this month alone, which have hindered my ability to work from home. In contrast, during my five years with Sky, I encountered no such downtime. Moreover, their customer service team are small and can’t handle large volumes of calls, so when you try and call during busy times, you get an answerphone. The customer service team could also do with enhance training as their current approach seems somewhat passive-aggressive.

Date of experience: December 13, 2023

GM
5 out of 5 stars

Next level customer service

What can I say, after a few delays which were out of squirrels control I am now up and running. The speeds are great, I went for the up to 900Mb package and have yet to see numbers below 930 ish both ways, your mileage may vary though. The router they supply is actually decent for a change Buf if you have a large property you may need the Mesh system they offer. Customer service here is next level, I'm a bit of a night owl so have messaged them at all hrs expecting a reply the next day, most of the time I had a response in minutes, Through the initial delays with the installers, The team kept me up to date and made me feel like they were actually happy to help, I read in another review here someoene said. "you actually feel supported" I agree with this 100% its so refreshing to communicate with people that not only know their stuff but actually care. To Harrison and the team, Thank you, you have been fantastic, Sign up today if its available in your area, you wont regret it.

Date of experience: December 13, 2023

L

Ljj

US

2 out of 5 stars

All started well

All started well, but less than a month in the line went down, for 5 days I asked them for a repair date, I wasn't bothered when but all they could tell me was an engineer was booked but non were available to fix the line in my area, they also said the whole area had gone down and had no idea when it would ever get fixed, they reluctantly allowed me to cancel fee free as they agreed that wasn't good enough, however they have killed my landline number so a new one from openreach has had to be set up, no updates on there website aboutmy area being down it just says all systems are normal which they aren't. I'm grateful they allowed me to leave without a cancellation fee.

Date of experience: December 10, 2023

AM
5 out of 5 stars

No complaints

I work from home and SKY my previous provider could not offer me an upgrade on my existing package to allow me to continue to do this effectively. I signed up to Squirrel and one week in so far so good. I am getting the speeds as advertised. The installation ran smoothly I only had to wait one week for an installation date the router turned up two days later and I can honestly I have one less stress with the day job!

Date of experience: December 8, 2023

JZ
5 out of 5 stars

Apps not fully loading

Had a minor issue with some of my phone apps not loading. Contacted the support line who sorted out the issue within an hour, all now OK πŸ‘Œ

Date of experience: December 4, 2023

c
4 out of 5 stars

- I’m my first week of service provision

Lawrence from Squirrel responded to my cry for help and demonstrated some great customer service skills and a way forward to improve things. I have therefore adjusted my rating for the moment to see if performance can be accomplished. Grade 2 listed buildings are notoriously difficult to find stable WiFi but a range of 150 to 6.8 is just too unstable. Working with me to find a solution rather than quoting small print is appreciated. First review….. I’m my first week of service provision, I have lost service on WiFi and been told β€œthat’s in the small print, zero WiFi is guaranteed. Tonight I lost all service, wireless and wired- customer service closes at 8 pm. Avoid this Mickey Mouse outfit! Cooling off period expired before service even installed and 30 day satisfaction is only based on Ethernet connection which my Apple Mac does not even have. πŸ₯΅πŸ₯΅πŸ₯΅

Date of experience: December 1, 2023

NW
5 out of 5 stars

Excellent speeds and support

The speeds are great. Support is great, and it is great that they provide support via messenger.

Date of experience: December 1, 2023

M
5 out of 5 stars

It does what it says on the tin...

I have been an IT Network Engineer for over 30 years, but I am in no way associated with Fibre Heroes, Full Fibre or Squirrel, I am just a user of their services. I work from home a lot and am also a casual video gamer. Firstly, whilst waiting for Fibre Heroes/Full Fibre availability in my street, I asked a couple of technical questions to Squirrel both by email and also on their webchat. I was very impressed that through both channels I got responses from actual people within about an hour. My live webchat query was at 8pm so getting a response so promptly pleasantly surprised me. This, coupled with the other good reviews on here was the main reason I selected Squirrel over the other service providers available on Fibre Heroes website, even though they were a little more expensive than some of their competition. On the booked day of installation everything went to plan, an engineer rang me to tell me he was on his way and said he would be about 20 minutes. As promised, the next day the Squirrel router was delivered, a Zyxel DX3301-T0 (Dual-Band Wireless AX1800 WiFi 6). I already had a TP-Link Deco XE75 Mesh (Tri-Band AXE5400 WiFi 6E) running on my old FTTC provider, so I turned off the WiFi on their Zyxel and connected my main XE75 in AP Mode to it with an Ethernet cable, it was as simple as that, the Decos just worked it all out. I am on their 300Mbps service and from wired Ethernet connections to the Squirrel router I consistently get around 280Mbps download and 290Mbps upload. On my own Mesh WiFi I average over 250Mbps up and down from almost all places in the house (through solid stone walls). I am a very happy customer and have recommended them to my local friends.

Date of experience: November 24, 2023

ME
5 out of 5 stars

Excellent service

Emailed yesterday regarding my landline and it was fixed within minutes. What a service. Thank you very much for the excellent customer support. Many thanks Enoka

Date of experience: November 16, 2023

as
5 out of 5 stars

Join Squirrel you would be nuts not too…

Amazing service with an easy simple swap from my old internet provider.... Great follow up call from their customer service team checking we were happy!!!!

Date of experience: November 15, 2023

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