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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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 wasnโ€™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 didnโ€™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 thankโ€ฆ

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 โ€ข Write a review

Showing 801 - 810 of 852 reviews
J&
5 out of 5 stars

Excellent install

Excellent install. The chap was lovely very pleasent, and took no time at all to get us installed. Cleaned up after himself too. We are just waiting 24 hours for our router and all ready to go! The suspense is killing me ๐Ÿคฃ All installed over a week now speeds are amazing 1.0gbpswe signed up for 900mbps and are getting more than we anticipated.. if u need to contact them use Facebook messenger it's super quick response so much better than our old provider BT

Date of experience: July 11, 2023

MK
5 out of 5 stars

Excellent so far

Excellent so far. I've been with different providers, both standard broadband and full fibre broadband and have had nothing but problems, ranging from slow speeds, connection issues, drop outs, to I.P issues that stop me streaming from Sky, Disney+ etc. Squirrel have been perfect so far. I've never known a broadband switch go so smoothly. Within 5 minutes of connecting the router, it was up and running. Fastest, most stable connection I've ever had. Download speed on Xbox hovers around 850mb/s with very little deviation. Latency is fantastic too at around 15ms. No connection loss even with this household of 8 people using it at the same time. Nothing bad to say at all. How full fibre should be ๐Ÿ‘Œ

Date of experience: July 6, 2023

MM
5 out of 5 stars

Just had Squirrel fibre installed

Just had Squirrel fibre installed, had a problem, was sorted quickly and with good communication at all times. Would definitely recommend them

Date of experience: July 4, 2023

DG
5 out of 5 stars

Flexible & reliable service.

Great service - up & running quickly, the kit they send works but it's also a flexible enough service to use your own router, VOIP devices, etc, with no dramas. Reliable - very pleased :-)

Date of experience: July 1, 2023

P
1 out of 5 stars

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 Iโ€™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 - itโ€™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 isnโ€™t Squirrelโ€™s fault as they canโ€™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 canโ€™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 Iโ€™d cancelled immediately. 3. Communication - itโ€™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 โ€˜a supervisorโ€™ who will call you back and, unsurprisingly, this has never happened. Iโ€™ve also logged a complaint that was never acknowledged. Service - Iโ€™ve had issues with numerous third party services. There are โ€˜known issuesโ€™ 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. Theyโ€™re defensive to the point of rudeness. Iโ€™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.

Date of experience: July 1, 2023

Cn
5 out of 5 stars

Quick response time/communications.

Quick response time/communications. So far no complaints with this company at all

Date of experience: June 10, 2023

N
5 out of 5 stars

Great speed, fantastic customer service

Been with Squirrel for a few months now and everything has been great. Reliable fibre with a decent router and range extender. Itโ€™s really easy to get in touch with them and they are always really helpful. The price of calls has been low, especially internationally. Highly recommended.

Date of experience: June 6, 2023

S
5 out of 5 stars

Excellent customer service

Having been waiting and begging over a decade for FTTP in my area, I was over the moon to not only finally get decent internet speeds, but for my new provider to have themed themselves around Squirrels (my favourite animal). There's been a few theething issues but frankly I've had worse switching between the classic providers than I have on this brand new installation, and the big difference is how Squirrel have handled everything. With BT, Vodafone, Plusnet etc. it always felt like I was just a cash generator, there was constant outages and we were charged through the nose for speeds that could barely watch a YouTube video, but now with Squirrel almost all my issues have been solved with a quick conversation. The only thing that's taken longer than a few minutes was my old analog phone not working with the new digital landline, so Squirrel just sent us a new phone that works for free. While I always longed for the speeds of FTTP, it's the exceptional service that's been the stand out for me, Squirrel has some incredible people on staff, and I look forward to the rest of our time together.

Date of experience: June 1, 2023

PM
5 out of 5 stars

Excellent customer service from Squirrel.

Just had Squirrel fibre installation on the 300mbs package. The installer was excellent, explained everything and made a really tidy neat job. The customer service is excellent and responds really quickly, which is one of the reasons I chose Squirrel as they had very good reviews from customers. I went with quality of service over price. I had some technical queries as I wanted to use my own Deco Mesh router and mesh system and they answered my questions very quickly and I had no problems linking to the service. Everything is running fast and stable up to now, so overall really pleased, well done Squirrel!

Date of experience: June 1, 2023

JH
5 out of 5 stars

Brilliant customer service, understanding too.

Absolutely an amazing experience I have had with Squirrel. I signed up when I moved to my new property in leominster. Initially had a installation almost delayed due to the road layout outside my flat but Squirrel got on it and relayed essential information and both groups (Squirrel and fibre heroes) did absolutely amazing by quickly making an install the next day, I want to thank the supervisor of fibre heroes and his team aswell as the customer service at Squirrel for fantastic service by understanding the situation and all groups coming to a fast solution.(Unfortunately I cannot remember names at this point in time.) Should add that the service has been fantastic so far. On the 900mbps package and not had any problems so far.

Date of experience: May 27, 2023

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