Squirrel Internet Ltd delivers strong customer satisfaction (4.3/5) with exceptional staff and reliable service when installations succeed, but faces significant issues with service availability verification, installation reliability, and technical performance in some areas.
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Decided on Squirrel for broadband as they were the cheapest for the speed that the household wanted/needed and thought we might give an altnet a go after being on Openreach for ages. Unfortunately I am not thrilled with my experience so far – both with the installation service and customer service. Twice now I have had an installation slot booked and both times the engineer has failed to turn up. It is really frustrating as we are eager to get switched over as soon as possible so we can stop paying an extortionate price with our current ISP. To be fair, Georgia (I think her name was) was brilliant over the phone when the first engineer didn't turn up, and it seemed like she genuinely cared about the issue – but apart from that, I think the customer service from other representatives has been satisfactory at best. No reasons have been given thus far from the network provider (Full Fibre Ltd.) as to why engineers haven't been present on both occasions. To give the benefit of the doubt, I know Squirrel are a small ISP so I am willing to stick with it for a little while longer, but if this continues we would have to reconsider our decision to switch to them, especially if the internet connection ends up being unreliable when we are eventually connected. I am really hoping I can update this review to something more positive in the future!
Based on 40 verified customer reviews, Squirrel Internet Ltd holds an average rating of 4.3 out of 5 — rated Great on ReviewTerminal. 83% of customers gave 4 or 5 stars.