Upp Reviews 1,432

The UPP engineer, Gabbie, braved the rain to climb up the pole and connect the fibre to the house. Her ladder safety and use of safety harness showed she had been well trained. Gabbie then ran the fibre into the house doing a very neat job with a discreet hole in the corner of the wall. The internal fibre termination box and router setup was done with equal skill and knowledge. Overall a very professional job done by a skilled and courteous engineer.

Absolutely incredible customer service from Guy. He has been a credit to Upp and soon to be Virgin. I personally had a few issues with the migration over to Virgin, which he sorted. Called back when he agreed, emailed updates and he was brilliant. He is a credit to the company. Speeds are brilliant and have been a life saver with a family of gamers meaning I have 500mbs instead of 27 from Sky.

Fast connection no doubt but all that been bought by Virgin smells like a scam, who has enough money to build their own fiber network just to re sell it half year later, it’s smells like they have been one with Virgin from day one ….

Don't waste your time just go with somebody else I regret joining them everyday there is some issues with WiFi where it doesn't connect or just doesn't load any pages..

Since receiving a notice that Upp have been sold off to virgin media, our internet connection has been dreadful, going down many times in the day. I wonder if VM have already taken over? Disappointing!

Had a few issues the last few days with internet dropping out and called UPP and spoke to a few guys and tbh felt a little fobbed off with the genric stuff and I knew I needed an engineer but I done all what they suggested and made a bad situation worse lol

Our mobile coverage at home is zero so we really need to take advantage of wi-fi calling.

I phoned a third time and spoke to a lovely lady called Kay and for the first 4-5 mins of the call we was just saying hello-hello-hello because my wi-fi was playing up, and whilst 99% of folk would end up just saying "sorry I can't hear you" and hang up, but no Kay stayed and sorted it out, read the notes and got an engineer out within 2 hours, this clearly needed a womans touch :-) thank you Kay you are a assest to UPP and I really hope they keep hold of you when you move to Virgin.

Must mention the engineer sorry I never got his name but he sorted it all out including passwords etc was polite and really knew his stuff, thank you :-)

I am not very technical minded at all but spoke to Kay today and she was absolutely amazing, talked me through everything I needed and got me through everything I needed and had a good chuckle at the same time. Wish all phone calls were like this with all companies.

Where to start.. I was shocked finding out that Upp is joining Virgin Media and can say quite frankly I am disappointed. Not only because of bad experiences I have personally had with Virgin but also the service at Upp has not only been spectacular but so has the customer service. I spoken to an advisor called Kian querying the process and I am so grateful for the service this young man given me. His professional approach was truly commendable! He patiently addressed all my queries and concerns, ensuring that I was well informed and comfortable with the transition. Fab fab FAB!

I recently had some issues with my internet, and had to get in contact with the customer service department within Upp. To cut a long story short, I had an absolutely wonderful experience. Kay (who helped deal with my issue) was very attentive to all needs the whole way, she was very efficient with sorting out the issue and made every step of the process an absolute breeze. She is a genuine treasure to her team, and I would absolutely recommend the Upp team

Good communication even with engineering problems. Instalation staff were very polite and helpful.

Upp were taken over by Virgin O2 just before my installation was scheduled. A blockage was found in the ducting in the street and it took 3 months to sort it. Perhaps this was due to the takeover. I will never know.
However the effort and efficiency of the ground crew and the team on the phones was great. They got me connected just before the Christmas deadline. Phew! No other company is currently installing Fibre into the house. VirginO2 seem to have squashed it. What a shame.
So because everyone 'on the ground' was so good, I will definitely give them 5 stars.
Thank you. I hope all your jobs are safe.

Apart from the long delay from signing up to connection everything was a great experience

On, friendly, polite and helpful experienced engineers.

Tough one to write because my overall experience with upp ended up not being the best which resulted in me not being able to have the broadband which was offered to me. Waited two long months just to be told in the end that I shouldn't have been offered it. That's why it's got the one star.
But I would give 5 stars to Field Engineering Supervisor Deon van Tondor.
Classy guy who jumped many hurdles to try and get me connected and kept me updated and informed throughout. I think at the end he was just as frustrated as I was.

I heard about UPP from my neighbour and he is so impressed with all aspects of their service I wanted it too.
From first to last they were brilliant. Immediate response to queries, and nothing was too much trouble. They are undoubtedly one of the best companies I have dealt with and as a customer being treated with care, consideration and courtesy is tops for me.

WiFi doesn’t work a lot. Issues with playing online games on PC or console even though it works on phones and for Netflix on TV. Poor service hours for technical issues

Upp installed fibre in my premises on 3rd October, but it wasn't until over 10 weeks later on 15th December that it was usable. Then the following day, 16th December, they ask for a review on "how we're doing".
Not very well!

Contacted Upp around 12pm on Friday afternoon and by 3pm I was up and running with 940Mbps broadband. The installation involved running 50+ metres of fibre optic between 2 telegraph poles and my house too, so not the most straightforward installation. Very impressed with the work done and my first 24hrs of high speed broadband.

Deon is worth the 5 stars on his own, he professionally took hold of what was a difficult install, and came up with proactive solutions to complete the process. Now on new fibre BB which is so much better than the copper fibre from my previous provider.

One of the good guys, such a shame they are merging with Virgin but what a network they have created, no problems, no buffering just good reliable internet!