Lightning Fibre Customer Survey shows what matters most to consumers 

A recent Lightning Fibre customer survey, which garnered over 1,300 responses, showed that customers rank reliability as highly as speed when it comes to their broadband requirements.

Joint first - relilabilty

Unlike older networks which use a mixture of copper and fibre optic cables, our hyperfast full fibre is fibre all the way through. This simplicity means greater reliability, and full fibre connections are proven to experience fewer service issues. This is reflected in the five star Trustpilot rating afforded to us by our customers.

Unlike copper, fibre doesn’t mind hot weather, wet weather or cold weather! And it works well over long distances. (It's also much greener than copper technology).

Joint first - speed

We all need better, stable upload and download speeds. Just how much better, depends on how you use the internet and the size of your household or business. 

Light users

People who use the internet for basic tasks like emailing, zoom calls, online banking, and social media should currently be fine with 50-150Mbps.

Medium users

People who browse social media and other websites, stream video or audio, and work from home would benefit from faster speeds. Our 500Mbps package would be perfect.

Heavy users 


People who game, stream, download, share files, or work from home may need faster speeds to avoid interruptions and buffering. Full fibre broadband can offer speeds of 2,000 Mbps or more (and 10,000Mbps for businesses), which can support multiple people active online simultaneously.

‍

Number two - customer service

We have a Sussex-based, 100% human (no bots or AI) in-house telephone team, trained and empowered to solve your problem or answer any query. No “I’ll ask the manager”, or "I am sorry we can't help you...." or those unbearably long periods on hold, and unhelpful scripted responses.

All the things that annoy people, we’ve got rid of them!

We are here for you everyday, 8am to 8pm. Need a home visit to fix a persistent issue? No problem.

Our award winning customer charter also makes it clear that if you need extra help,or service flexibility, you’ve got it. We won't let the small print get in the way of us doing the right thing.

Number three - Price

And, of course, price. Interestingly, price comes in at numnber three - so, whilst it's important to be competitive, customers value speed and reliability more highly.

At Lightning Fibre, we price match promise any locally available full fibre price, and we are highly competitive, regularly benchmarking our prices to our small and large competitors to make sure our customers are getting the best value for money.

We do not impose mid term price rises, so hated by consumers, and if your circumstances change, yu can switch to our social tariff at any time, without penalty. (for those on means-tested benefits).  

Number four - Local

As a 'local network and Internet Service Provider' we appreciate the importance of community engagement - putting something back into the communities we serve. We do that by supporting local charities and events, and through our active membership of chambers of commerce in Eastbourne, Brighton & Hove, Worthing, Hastings, Hailsham and Heathfield. We are a proud, local employer too.

We are Headquartered in Polegate and we have a retail unit in Central Eastbourne.

We know it matters to our customers too, with over 60% saying it's 'very' or 'really' important that we are a local provider.

Number five - Recommendation

10% of our customers have signed up using an exisiting customer's 'refer a friend' code!  And, we know from feedback that people buy on a personal recommendation of friends or family.

According to Nielsen, 92% of consumers believe recommendations from friends and family over all forms of advertising.

‍

For more information, go to www.Lightningfibre.co.uk or call 01323 380260.