Welcome to NoFibre
NoFibre is a free and impartial consumer rights platform dedicated to helping customers of UK FTTP (Fibre to the Premises) ISPs with ISP complaints.
We provide a platform for both residental and business customers to raise, track and resolve complaints with their ISPs. Our goal is to promote consumer rights, improve customer experience and ensure complaints are handled quickly and effectively by ISPs.
We publish statistics for all complaints that we receive and this also acts as valuable market insight for ISPs. Please find out more about the metrics that we measure below.
For Customers
Raise complaints, see how your ISP is performing with our anonymized statistics, and use that data to make informed decisions about your broadband provider. Both Business and Residential Customers are welcome.
For ISPs
Sign up for free to respond to your customers' complaints directly on our platform. We offer valuable insight and customer feedback that helps you improve services and compete more effectively in the market.
The NoFibre Mission
NoFibre is committed to shining a light on issues affecting FTTP customers, particularly those who are most vulnerable.
We hold ISPs accountable for prolonged service outages or defective service. The lower the number of complaints on the NoFibre platform, the better an ISP is performing with the best consistently scoring zero across all of our metrics.
Your participation helps everyone.
NoFibre Metrics
Ignored Customer Complaints Within 30 Calendar Days
Complaints – Technical Support and Supply Interruption
Complaints – Vulnerable People Left Disconnected For More Than 24 Hours
Complaints – Vulnerable People – Reasonable Adjustments Not Honoured
Accessing NoFibre Free Support
If you have a complaint about your ISP, please visit the “Get Support” option above. If you would like to see the last month, 3 months, 6 months or 12 month statistics for any ISP, please see the ISP Reports.
If you don’t see your ISP listed, please do get in touch.
ISPs are also welcome to contact us using the same form to get free access to the NoFibre Case Manager and also to their right of reply area.
NoFibre's Rationale
Our math is simple, each complaint is reflected within the statistics, no matter how small or large an ISP is. We take the view that bigger ISPs already have access to substantial feedback, that they should be gearing their service to the needs and wishes of customers and that complaints numbers should be lower as a result.
When Can I Complain?
ISP Customers are welcome to complain through our platform at any time, including if they have not yet made a complaint to their ISP or even if they already have. ISP customers are also welcome to use the platform if they have taken their complaints to mediation or the Communications Ombudsman. Unlike the Communications Ombudsman, you can reach out to us for support from day one of your complaint.
Who Runs NoFibre and Why We Need You!
The NoFibre team is an army of de-centralised people who volunteer in the spirit of improving ISP customer services for all. We’re always looking for additional people with spare time. If you are interested, or you would like to donate to us, please use the buttons above.
For obvious reasons, we cannot accept donations from ISPs themselves so we rely on donations from ISP Customers and our Volunteers to keep our website running and to run our telephone line and chat service for ISP customers that might need a helping hand.