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Whether you’re looking to sign up, need help with your existing service, or have a billing question – we’re here.

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Frequently asked question

How do I report a fault?

If you’re experiencing connectivity issues, first check our Service Status page to see if there’s a known issue in your area. If your service appears operational on our end, contact our support team on 0330 341 666 or email support@merula.net with your account details and a description of the fault.

What happens during an outage?

In the event of a service outage affecting multiple customers, we update our Service Status page in real time. We’ll also notify affected customers by email. For single-property faults, raise a ticket with our support team and we’ll investigate with OFNL on your behalf.

Where can I check the current service status?

Our live Service Status page is at merula.net/platform-status and shows uptime across all services — Broadband OFNL, Cloud Services, Leased Lines, and Voice/SIP.

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       Posted on Google  
   
   Hannah Education 
 
 
 
 Trustindex verifies that the original source of the review is Google. Gemma was professional and talked me through how to reconnect to wi-fi! Really happy that I could actually talk to a person not a bot! She solved my connection issues in minutes after I’d spent an hour trying! Wish I’d called her first! Excellent service
  
 
      Posted on Google  
   
   Abhishek Karmaker Joy 
 
 
 
 Trustindex verifies that the original source of the review is Google. Just received the router, and so far the connection speed and overall performance have been great. I initially had some issues getting the OFNL connection working, but Merula’s customer service has been excellent. In particular, Gemma was very helpful and responded promptly, and the issue was resolved within a few hours. Really appreciate the support.
  
 
      Posted on Google  
   
   Stuart Mackenzie 
 
 
 
 Trustindex verifies that the original source of the review is Google. Been with Merula for 2 weeks and every time I have needed to speak to them they are all very helpful especially Gemma Bickerton. Only problem is they are sometimes a bit slow to answer phone but leave a message and they will get back to you.
  
 
      Posted on Google  
   
   Chris Pascoe 
 
 
 
 Trustindex verifies that the original source of the review is Google. Merula Broadband is completely new to me, I have never heard of the company before and I become a customer after moving into a property that was OFNL.

OFNL being an alternative to Openreach and meant I couldn’t no longer be with BT/EE, who I was with previously.

Talking from experience, the service has been exceptional. When I ring, I speak to a lady called Gemma. She is always very pleasant and friendly.

The Broadband itself has been excellent since moving in. I’m getting near enough the full 200MBPS through WiFi. I can stream with no concerns. The router they provide free of charge is decent too.

All in all, a thoroughly pleasant experience. Only thing I come across was trying to change my billing date and struggled to get through on the phone and WhatsApp. However, I left a message and I soon heard back and this was resolved for me.

If you’re looking for OFNL. Look no further.
  
 
      Posted on Google  
   
   Zack Millar 
 
 
 
 Trustindex verifies that the original source of the review is Google. I've been a Merula customer for about 2.5 years now and I'm very pleased with the product and customer service. The internet is fast, competitively priced (relative to other OFNL providers, that is) and I've not had any downtimes that were their fault. The customer service has always been extremely helpful and friendly - real people, not AI, very knowledgeable and sorted everything immediately when I needed it. When I first bought my products I worked with two wonderful people called Cip and Chris, and most recently I was helped by Gemma who was brilliant too. Thoroughly recommend to anyone!
  
 
      Posted on Google  
   
   Oliver Willis 
 
 
 
 Trustindex verifies that the original source of the review is Google. Great customer service! Always willing to go the extra mile!

Thank you Gemma for all your assistance with setting up our new connection! You’re a star!
  
 
      Posted on Google  
   
   Mircea Dogaru 
 
 
 
 Trustindex verifies that the original source of the review is Google. Setting up with Merula has been a breeze. I love that they let me choose to use my own router and not force me with one of their (which would end up sitting in the box anyway). I wish they sent the PPPoE credentials automatically on activation day but I reached out to support and Gemma has been super-responsive and passed those over in less than 10 minutes. Getting over 900mbps up and down which is slightly higher than advertised. Loving it so far.
  
 
      Posted on Google  
   
   KOFI MINTAH 
 
 
 
 Trustindex verifies that the original source of the review is Google. I'm a happy customer. My issues, if any are resolved on time. Gemma particularly was very helpful.
  
 
      Posted on Google  
   
   Erika Farrell 
 
 
 
 Trustindex verifies that the original source of the review is Google. Great service from Gemma who engaged promptly and called when messaging did not resolve my issue. Also thank you Merula for the Wapp functionality - it makes contacting you so much easier …. Great service!