Merula Limited Reviews 191

I recently moved to a new property and couldn't go with any of the well known (to me) broadband providers so had to go through OFNL to find one. After much deliberation I settled on Merula, and I'm glad I did! They sent the router out really quickly, too quickly for me in fact, which meant the router went missing after delivery! A search of the property and the developers chasing staff and contractors brought no joy and I assumed the router had been stolen, so I contacted Merula, explained and Gemma organised a new one to be shipped out FoC! I was so grateful! Completion date finally arrives and the Solicitor, eventually, sent over money etc so we could get the keys, we went into the house and there, sat on the counter was the original router! Some kind soul had spotted it, put in the property, but forgot to tell anyone! Sheepishly I contacted Merula again and they were great, giving me the address to return the excess router to, without making me feel even more foolish!
I hope this great customer service continues, as we go forward!

The router was also simple to set up and was done in about 2 minutes! Idiot proof, even for me! Would heartily recommend on the service we have received so far

At first I couldn’t get the internet to work, so I emailed in and got a phone call right away from a Gemma Bickerton who helped get it sorted right away, she was very polite and kind over the phone which made it much easier!
the internet was up and running within 30 mins so was really happy with the service provided!

⭐️⭐️⭐️⭐️⭐️ Exceptional Support and Clear Communication

I recently had some questions and concerns about the broadband speeds I was receiving after upgrading to Merula’s 900mbps service. From the moment I contacted support, Katie Stannard was incredibly helpful, knowledgeable, and professional throughout the entire process.

Katie took the time to explain everything clearly from how device limitations can affect Wi-Fi performance to the benefits and drawbacks of downgrading packages. She was patient, thorough, and genuinely cared about making sure I understood the situation fully. Her guidance around router performance and connection types was particularly helpful and gave me the clarity I needed to make an informed decision.

It’s rare to come across such attentive and personable customer service these days, and Katie absolutely deserves recognition for how well she handled my queries. Everything was followed up promptly, and her communication was both friendly and efficient.

Thank you, Katie, for making the whole experience so smooth. I’m genuinely impressed with Merula’s customer support!

I cannot fault the customer service I have experienced so far, it has been exceptional.
Thank you to Gemma, Trina, and Steve in particular for being so helpful and super speedy to reply. They have truly gone above and beyond to provide updates and reassurance. Thank you!

Got a five-star experience from Gemma. I plugged the router into the wrong connection box on the wall. Call the support team, and Gemma made my call enjoyable experience.
Internet is up and running 🏃‍♀️ 🤣 speed is great and all well.
Great work Gemma

Today I received my router, and I’m not the best when it comes to technology, so despite there being a guide to set the router up I had no idea on what I was doing, so instead of trying to do it myself I called support and I was put through to a lovely lady called Gemma, I explained my situation and Gemma took me through step by step on what to do, she went above and beyond to make sure I was all set up with my internet, all I can say is a massive thanks to Gemma! Your customer service is incredible!

Merula are a very competent and customer focused company. From day one, I spoke to Katie Stannard who helped and advised me on my requirements.
Thereafter I have contacted Katie on several occasions and every time she has responded very promptly and answered my questions.
Very happy with both Merula and the customer service and will willingly recommend them.

Needed a change in address for router delivery, communicated & sorted easily. Internet date needed bringing forward a day, sorted quickly & efficiently. Change of billing date also being sorted. Good experience so far. Let’s hope the speeds live up to expectations…

I lived in a flat but the internet box was near the main door, so my TV at the sitting room not receiving very good . I called to the company and Gemma give me very good advice and help me set up as well . Now I can receive very good with the Mesh

Best broadband company I have had the pleasure to come across! Personal support.
A customer service representative called Gemma Bickerton has been absolutely amazing helping me setup my account, my account was not passed from agent to agent, Gemma has been my point of contact and went above and beyond getting me up and running on their amazing super fast ONFL network!

I’m a new customer. My initial enquiry received a prompt response, the router arrived as promised. There was a little hiccup during activation as OFNL had attributed a different ONT terminal to our address. Gemma Bickerton at Merula identified this and a short time later the internet was active. Excellent support from friendly staff. A good start.

Gemma responded to my issue in a friendly, professional and efficient way and got my problem resolved as quickly as she could. The engineer was lovely and the issue was dealt with as efficiently as I could possibly have wished for.

I recently had an issue with my VPN connection since moving into a new property. Gemma Bickerton provided exceptional support in resolving it. She kept me up to date, when figuring out a fix with the tech team. Her friendly approach made the experience stress free and valued. I couldn’t be more grateful that I can work from home again.. Highly recommend her service.

Excellent service and customer service was brilliant thank you Gemma,would recommend 100%.

Hi, After nearly four months of serious trouble with slow internet speeds and frequent signal drops, I am very relieved to say that the issue has finally been resolved,, really it was a frustrating and hectic experience,,, but throughout this entire period, there was one person who truly stood out and supported me consistently, Katie Stannard, she was incredibly helpful, polite, and always willing to go the extra mile, her communication was clear and kind, and she remained focused and committed to resolving my internet issue no matter how long it took, her dedication made a real difference, and I genuinely appreciate all the effort she put in,, A big thank you to Merula for finally sorting the problem,,and a very special thanks to Katie Stannard for her outstanding support.

Richard and Gemma are amazing. Thank you. ☺️

Katie Stannard was so helpful and persistent in helping me sort my WiFi installation. Thanks for everything!

I had high expectations having seen all the reviews posted here but unfortunately my experience hasn't been the same. I moved over recently and everything was fine apart from a couple of minor hiccups which were resolved promptly. The biggest problem I have at the moment is not the speed but the reliability. If I put Netflix on after about 5m it starts lagging and cutting out. Same goes for games and video calls are almost impossible. This is for a 200mb connection! It has all the hallmarks of throttling but I believe they've committed to not doing this in their terms and conditions?

I submitted a ticket and they initially responded but now things have gone cold and I'm not getting anything out of them. My work depends on my internet connection so I'm going to have to leave. I can't say I'd recommend to anyone based on what I've experienced.

Update: Charged 50% to leave my contract with Merula. This was a costly mistake I wish I had never made.

Great company and top customer service, I was particularly impressed with Katie Stannard who provided excellent support for an issue I needed to have resolved. Would highly recommend

We had to move into alternative, temporary accommodation following a leak in our home. We've been with Sky for years, but moving into a new property, Sky doesn't cover the area. It's the first time we've had a property that has OFNL, and Merula was recommended. We found a great 6-month facility, with all the coverage and speed we required, when many other providers would only offer 12-month contracts. Gemma Bickerton answered all our questions, made the transition easy, and also managed to get our connection sorted 48 hrs earlier than booked as we moved in ahead of time. So far so good, great service, great product, seamless coverage, I highly recommend.