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Review summary
Squirrel Internet Ltd receives consistently positive reviews. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
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 wasnβt 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 didnβt 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!!
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 .
On the 22nd August a CASS engineer, a contractor for Fibre Heroes installed the fibre cable to our house. I asked the engineer if he could install the new cable using the same route as the existing BT cable and he agreed.
I only checked the next morning and I was very disappointed in the outside installation.
If he had put the junction box on the side of the house and run the fibre cable just underneath or above the existing cable it would have looked a lot neater. The cable crossed over the existing BT cable.
After I complained to Squirrel the CASS engineer returned on the 4th September and moved the cable and the junction box but he did not remove the cable clips. I have now removed them.
The engineers parting comment was 'I should have done it that way before'.
I noticed yesterday that the cable entering the house had a cover plate which has fallen off, it was only glued with Silicone Sealant, I have now refitted.
I have the 150Mbps service with Digital Phone. The speed most of the time is great for download and upload, the worst I have seen very occasionally is 100Mbps on the download and upload which has not lasted for long.
The Wi-Fi speed and range is great except for 1 room that has always been a blind spot.
The Digital phone connection is very good for audio quality.
Overall very happy with Squirrel but not so happy with Fibre Heroes choice of subcontractor.
Really straight forward to speak too, problem resolved very quickly. No issues whatsoever. Great internet provider. Canβt fault them! Spoke to a gentleman called Lawrence who was helpful and very polite. He sorted my issue out within 10 minutes.
Easy installation, pain free communications, over 300mbps for 28 quid a month, wow!
And i am getting over 300mbps aswell, no ifs buts or maybes, over 300 upload too!!
If their future customer services matches up to their internet service ill be mega impressed.
After the initial nightmare getting set-up (crew came to install but needed a special set-up at the house, start date was set back, digging, multiple installation visits, problems with the cable, etc) internet has been great, mostly.
It stops working about once a month but if you restart the modem, it usually comes right back. Until last night.
The internet went down for no reason and re-starting the modem returned the WiFi but not the ethernet - directly connected to my PC that I use for work (i.e. critically important).
Squirrel support told me they could see WiFi was now working but didn't seem to care about the ethernet ("Not my problem"-type responses).
I explained that I'd tested the actual cable and that it was working and got a sarcastic, "well, if it's working then I can't see the problem..."
I explained that a cable tester showed the cable itself was fine but I was still getting no internet on my 1-month old PC (also OK).
Advice was to reset the network settings. I asked how to do that and was told to "check it on Google."
I based my decision to sign up with Squirrel on the fantastic reviews here.
I read about how their tech support went the extra mile (e.g. helping one guy set up WiFi boosters that he'd bought privately).
As a business owner, I can understand that Squirrel can't provide tech support for every single issue, but what you say (and, more importantly, how you say it) matters.
The service shouldn't stop at "well, the router's fine so you're on your own, mate." But that's what you're getting...
My recommendation based on my experience today is therefore: it's a great service IF you only need WiFi or if you can handle any technical issues yourself once the router is working. For anything beyond that, you're going to have to factor in the potential cost of having a IT specialist come to your home.
It also helps if you're thick-skinned enough not to care how people treat you on the phone...
EDITED:
Regarding the reply from Squirrel below (which tells me that my review does not reflect my experience of their customer service "at all" - funny how they would know!):
From your reply it sounds like you want to make me "wrong."
At the beginning of the call I clearly explained I wasn't worried about the WiFi and had turned it off so I could just check the ethernet signal (you know, the problem I was calling about - the one that had shut down my ability to work/earn money.)
As soon as you confirmed the router/WiFi was OK, you wanted to end the call - regardless of my issue. I also didn't say anything about Firewall settings (which I hadn't touched.)
I find it strange that you're challenging my experience of poor customer service and are trying to justify that based on what you did.
I'm saying the person I spoke to was sarcastic and unhelpful and that the issue I called about was not resolved.
The issue is now fixed, but it's something I had to do myself. I'd have been better not wasting the time calling you.
Also, I do not expect you to provide "device specific support for every brand" (and that is a facetious point anyway as I'm sure you know that Windows PC settings are not device-specific).
I should also mention that I have received extremely helpful support from other ISPs in the past when settings on a PC needed to be changed (just click A, then click B, sorted!) If someone can't get online after signing up with you, wouldn't you say they needed some support?
Lastly, how about giving people the support THEY want/ask for instead of telling them all the reasons YOU think you met their expectations, even if they aren't satisfied?
"I am going to ask a member of my team to give you a call now and see if we can help in any other way."
Why now? Took a negative review to get that response didn't it?
How about offering that on the phone in the first place? You would have wowed me with your great service, saved me the time wasted writing this out and saved you having to reply to limit the damage caused by a well-earned negative review.
And as for answering the phone quickly - WELL DONE! That's one of the reasons I gave you 2 stars instead of 1!
FTTP installed by FibreHeroes in Droitwich. I chose to use my own router as I have particular requirements to how my network is configured. It was great to talk to someone who was actually technical at Squirrel, Daniel was able to get me connected within 1 hour of the installation, at full 500Mbit speed which has sustained. Very impressed!
Excellent company.hassle free fast Internet! Any problems and they email back so quick and sort it for you.go for it! You will be impressed! An internet service for the 21st century!
Signed up, in next couple days cable appeared under the living room window with our address! Engineer visited our house as agreed, cheers Dave taking your shoes off, hope you enjoyed the chocolate sweets haha. Received router next day, connected and bang there it was, still measuring time to time to believe the speed π
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