Merula Limited Reviews 191

I chose this company a couple of years ago, largely due to the customer service I received when enquiring about the various packages on offer, and the installation process. By that, I mean I actually spoke to real people, as opposed to an 'on-line chat' where you don't get the right answers to the questions you need answered.

Just recently, I had a billing query related to my renewal, and ended up in an e-mail conversation with Gemma, who quickly, politely, and in a very friendly fashion, dealt with my question and immediately resolved it. It was a lovely (and sadly, too rare these days) interaction - it's good to see that this company doesn't hide between automation, and still allows you to speak to their staff.

I recently moved into a new build with my family. The site only has OFNL, so the choice of service providers is very limited, and the whole experience was new to me. After some research and hearing good things from others, I decided to go with Merula, and I'm so glad I did.

I placed my order with them as soon as I knew when we were getting the keys, with the promise from the site team that the fibre would be installed by our move-in date. However, on the day we got the keys, we discovered that OFNL hadn't yet been installed. This was quite stressful, but I contacted Merula and explained the situation. The team immediately jumped into action to get an installation date for me, keeping me updated at every stage. Their communication was excellent, which really helped ease my worries.

Eventually, we got the OFNL connection, but then we hit another roadblock—the connection hadn’t been activated. Once again, Gemma at Merula stepped in and took charge, chasing this up and getting it activated quickly. Her dedication and responsiveness were truly impressive.

The entire team at Merula has been fantastic, but one person really stands out. If there is an employee award, Gemma Bickerton deserves it. She is a star, and her help has been invaluable. Thank you so much, Gemma!

Merula customer service in my experience had always been exceptional. From first contact to resolving issues and answering any questions. Special mention to Gemma Bickerton, who was fantastic in ensuring we were back up and running as soon as possible and for keeping me updated all they way.

I had an issue with my OFNL installation. I could get connect with the router but without getting an internet connection. I reported the problem to Merula and after going through the setup with the support agent it was determined that everythign looked OK. The agent, Gemma, escalated the call and a techincian was despatched the very next day. The technician, Mark, made quick work in resolving the issue. I'm happy.

Great broadband service provider with competitive offering.

Very fast response to help on my queries. Arranged OFNL’s engineer visit my house on next day to replace my old equipment.

Support staff are helpful to advise on my configuration issues.

Network performance is brilliant!
Super fast upload and download speed!

Great service from my initial call to check I was ordering properly all the way through to my new service going live (really easy to set up too)!
Speeds are great - happy gamers in the house, phew!

Quick and easy set up and efficient service.

Great service, would highly recommend

Our internet had dropped due to an Openreach issue. I contacted Merula Support. The call was answered very quickly by Gemma Bickerton who was very helpful. The issue was elevated. I know that action was taken because an 90 mins later I went out for a walk and an openreach engineer was carrying out works in a conduit access chamber. I spoke to him and he confirmed that there was as an internet issue which he was attending to. When I returned home 30 minutes later the internet was working again. Gemma later called to ask if all was working again. All I can say is that the service and response was fantastic. Courteous and very helpful staff and rapid resolution of the problem. Fantastic service. In the past I have always found Merula to be great at customer service and resolution of problems.

We new with them and had 0.1ish mps internet nearly all time with insane latency under load. We called no joke 10 times for them to not even be aware we have been calling and emailing, to them be told we need a wifi booster and that internet is fine. Honestly the worse customer
Service ever come across, friendly but zero idea what is going on

Reliable internet, but zero support. Tried multiple times to contact them about changing my service—no responsive via email and no way to get through to anyone on the phone numbers listed.

Internet speeds as advertised, very quick router dispatch and connection on date promised. Thank you!

extremely helpful staff and a very quick process. very easy to set up once arrived.

I moved to Merula for their better spec and value OFNL services compared to the other ISP's, I received direct technical communications from Richard, the Director, who assisted me on the day of migration (day after New years!) and had me fully operational before lunchtime, (I'm a difficult customer, and IT pro who wanted additional account config to use my own router!). almost one week in, cannot fault them.

Very friendly and genuine team to speak too and explained the options with transparency. Property was connected within the 24-48 hrs as promised. Speed tested is as promised and home network was very easy to set up. Communication has been exceptional from start to finish.

Service is amazing. The entire process has been really easy and given me alot of trust with Merula. I'm up and running on some great speeds which I was not getting with my previous provider.

Superb Customer Service and product. Beats the 'big' name companies by a mile. Highly recommend

After problems with my previous provider, connection dropping, slow speeds then stonewalled by customer service Merula is breath of fresh air. Stable connection and responsive customer service. Recommended.