225 Customer Reviews over 6 pages
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-06-17
- Comments
-
Had the service installed yesterday. The engineer did a good job, and the service is now up and running and we are getting between 25 and 40Mbs. We were getting around 5-8Mbs with standard broadband.
I had a couple of questions and the team answered quite quickly, so overall a good start.
- Location
-
- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-06-30
- Comments
-
I think that I was a bit hasty in my previous review. The service went down on a Sunday evening and was restored the next day. However, when I tried to contact support I was told that they were experiencing high call volumes and only hold if I had no internet. I was then cut off. Even emailed a director, but he has not had the courtesy to respond. This is potentially a good service and much needed here but poor responsiveness and fluctuating speeds let it down.
- Location
-
- Location
- Linley Brook
- Reviewing
- Airband
- Date
- 2021-12-18
- Comments
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Terrible service. Complete lack of internal communication and support.
No desire to resolve situations other than trying to upgrade you.
- Location
-
- Location
- Worcester
- Reviewing
- Airband
- Date
- 2021-06-07
- Comments
-
Not even got to install and service is poor. signed up to the full fibre to property with the promise of 4-6 weeks. I have heard nothing for 4 weeks even after multiply chases. Eventually spoke to them today (after 4 weeks) and told from July could be anothe 12-14 weeks! Very very disappointed.
- Location
-
- Location
- Oxford
- Reviewing
- Airband
- Date
- 2023-09-12
- Comments
-
It was a great start to my fibre. Was installed in a week and up and running the following week.
The speed is good ISH. I say ish, as I don’t think I’ve ever had such bad internet in years.
It goes down at least once a week. Sometimes for a few hours. Getting through to customer service is impossible. 5 minutes waiting and then they cut you off.
You just have to cross your fingers and hope it comes back.
- Location
-
- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2020-11-25
- Comments
-
Has to be the worst customer service in the industry. Connection keeps on dropping, same excuse every time we call "we're experiencing issues in your area but are working to resolve" - connection works for 5 minutes and drops again. In-hours support is awful - no updates or call backs and if you're unlucky enough to have an out of hours support issue you get through to their out of hours support team and really - you might as well phone your local take-away for better advice. If you have any alternative provider take them - do not enter into and agreement with Airband! Awful connection / awful speeds / awful service / awful customer support - need I say more!
- Location
-
- Location
- S.Shropshire
- Reviewing
- Airband
- Date
- 2019-08-01
- Comments
-
Engineer Ben did a great installation job. A minor router tweek by Tech Support fixed a laptop connectivity issue.
Service is operating to spec. Now get 40 to 50 Mbps download and 10Mbps upload - about 40x faster than the old service. Very happy so far.
- Location
-
- Location
- Newport
- Reviewing
- Airband
- Date
- 2023-06-27
- Comments
-
When it works I can’t complain. Speed around 30 mbps. Having logged over 50 support calls in a year & customer support very poor in responding except with the standard auto reply.
Most faults fixed within 48 hours but longest outage was over 2 weeks. I explained to customer support that I wasn’t interested in compensation but a decent service, didn’t get either so I doubt I’ll be renewing my contract unless something drastically changes in the next couple of months.
- Location
-
- Location
- BRIDGNORTH
- Reviewing
- Airband
- Date
- 2020-09-22
- Comments
-
I went to airband with great hope as there is line of site to the mast, which I was told had very few drawing from it. However I am now at the end of my 1st month and it has been absolutely awful. Internet has been sporadic at best occasional top 30Mbs but then cutting off completely. I have had the last 3 days at less than 8Mbs. You will wait 20 mins for a service person to answer the phone and I have yet to have an answer to an email. I thankfully did not cancel my Sky broadband otherwise my work would have really suffered. Just don't bother.
- Location
-
- Location
- Guarlford
- Reviewing
- Airband
- Date
- 2019-08-25
- Comments
-
When finally Installed the actual installation by engineers Alwyn and Ed went very well indeed, they were excellent. Same can't be said for customer service or customer support. So far that has been as bad as BT. For example, no response to issues, no explanations to why service has dropped out etc. Good download and upload speeds as advertised. Not stable or reliable thus far. But above all very poor support, just don't bother responding. Now where have I experienced that before? I guess with Airband you get the same appalling customer service as BT but a faster internet. But on the other hand BT internet service is reliable.
- Location
-
- Location
- Wv166bn
- Reviewing
- Airband
- Date
- 2023-10-02
- Comments
-
After 2years of waiting for B T
You sorted it. Thanks
So far so good.
David adams.
- Location
-
- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2022-09-30
- Comments
-
Fibre installed July 2022.
Made operation just prior to August bank holiday weekend.
Only on for 4 days.
Service resumed after further 2weeks
Lost service again after another 2 weeks.
Still waiting for reconnection after week of no service.
Service response is rubbish. Customer services don’t have a clue what is happening. Do not keep customers informed.
Fibre broadband reliability? Not yet with Airband.
Fortunately I still have their wireless conectivity operational other wise I would have had problems.
- Location
-
- Location
- Shrewsbury
- Reviewing
- Airband
- Date
- 2020-07-08
- Comments
-
I cannot recommend Airband highly enough. Their customer service is exceptional, as is the broadband speed that they can provide. I would also like to praise the engineer they sent to install our system, David Glanville, who was incredibly professional, helpful and patient.
- Location
-
- Location
- Telford Shropshire
- Reviewing
- Airband
- Date
- 2021-12-14
- Comments
-
Didn't work for over a week and still playing up even though I told you about it
- Location
-
- Location
- Shrewsbury
- Reviewing
- Airband
- Date
- 2022-04-12
- Comments
-
Fairly hopeless, would only use if no other alternative. Works for a while then becomes inconsistent.2 weeks in and we are getting nowhere. Only use if there is no other option!
- Location
-
- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-08-17
- Comments
-
I was originally with WildWestNet, which was taken over by Airband two years or so ago (BT broadband was diabolical).
Subsequently, after a wavering start with intermittent service (which Airband put down to ageing equipment used by WWNet, of course), and a move to a new mast, speeds improved dramatically. When the system is working properly, I'm getting downloads of 40-50, uploads averaging 8, with a ping rate consistently between 50-60, all of which is great.
However, when the service is down, or not up to standard, the response from Customer Service is VERY poor - and if there's a problem over a weekend, any related calls to Airband are redirected to someone in South Africa..!!
If I had a viable alternative, I would switch to another supplier, but unfortunately, as another person has already commented, they have us over a barrel, as apart from via a copper telephone wire stretching 4 miles from the local exchange, there isn't any alternative..! To add insult to injury, they're putting the price up next year by 20%....
- Location
-
- Location
- Worcestershire
- Reviewing
- Airband
- Date
- 2023-03-25
- Comments
-
Terrible company to be honest, slow support and never totally resolve issues. I’m just really glad I’m at the end of my contract term, as I will soon be moving to a better service. Also I have made attempts in the last to increase my service package effectively upgrading my service and even that was ignored. So I’m afraid AirBand while their mission I support I don’t support them as a sole company as they are terrible at what they do. Very disappointed customer!
- Location
-
- Location
- Malpas, Cheshire
- Reviewing
- Airband
- Date
- 2022-09-02
- Comments
-
Worst internet service provider I've ever had. NO customer service - you can't get past the first post, speak to any technicians or get resolution to any issues. Installation was a failure as they turned up without the proper equipment - put the router in the wrong room and I was never able to get anyone to deal with any issues.
- Location
-
- Location
- Halwell
- Reviewing
- Airband
- Date
- 2024-03-28
- Comments
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Keeps buffering
- Location
-
- Location
- North devon
- Reviewing
- Airband
- Date
- 2023-06-23
- Comments
-
Complained about installation over a year ago and just automated replies, totally hopeless
- Location
-
- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2019-11-06
- Comments
-
Ben installed out equipment on Monday last, was efficient and courteous. From EE's average of 1.76Mbs, Ben got us to 40+Mbs on test. So far so good, and no freezing and buffering experienced on 'on-demand'TV which previously has been a nightmare.
Cannot comment on customer service as yet, nor reliability (early days), but looks good.
- Location
-
- Location
- Bromyard
- Reviewing
- Airband
- Date
- 2020-07-06
- Location
-
- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-02-22
- Comments
-
When we have connection, the speed is good. However. The service itself is dodgy at best. For the 3 months we have been with Airband, we have had issues every week with the connection dropping. Their advice is that a router reboot fixes these issues but it doesn’t always, and even when it does, it can take 10 minutes for the connection to re-establish after the reboot which is unacceptable if you’re trying to use the connection for working from home. Their technical support have demonstrated they don’t really know what they’re doing. They apply “fixes” and fine tune our router when the connection is stable, which then makes the connection drop - but they give no warning and they do not check if it’s convenient for us to lose the connection for an hour! They also close support tickets when the issue is not fixed and do not contact us to check if we’re happy with their fixes, not even when they specifically promised to do so.
They also seem to be incapable of setting up payments correctly and constantly threaten us with fees and limiting our service (which is a joke as our service is painfully limited already) unless payment is “received immediately” (we have a direct debit set up which they haven’t taken money out of once yet!!!)
- Location
-
- Location
- Welshpool
- Reviewing
- Airband
- Date
- 2019-07-22
- Location
-
- Location
- Bideford
- Reviewing
- Airband
- Date
- 2023-03-26
- Comments
-
FTTP, It failed within hours of being connected and has failed on a regular basis since.
Customer service is non existent, just never answer the phones and then disconnect the call after spending time in the queue, this has happened many times.
Last time it was disconnected for over a week!
They state they will pay your early disconnection cost from your current provider, they don't, ours was only £12 but, despite asking for it after sending proof, I am just ignored.
Unfortunately, I have no alternative FTTP supplier but will definitely change at the end of my contract.
- Location
-
- Location
- West Somerset
- Reviewing
- Airband
- Date
- 2020-07-17
- Comments
-
When the radio broadband works its fine, but have any issues after an installation and boy are you in trouble. Support is dire.. If there is a fault tkt raised it gets closed often before the fault is fixed and you are never told if the issue has been sorted or what it is, or what airband are doing about it.
If you try and escalate a fault it is very difficult for you to hear anything about it, sometimes tickets just sit open for a week and then are closed..
If cable was available I would switch immediately, but they know they have you over a barrel if you live in a remote ( or not so remote) rural location.
Ofcom really should investigate this company for its poor support team or ability to fix issues or communicate with the customer.
- Location
-
- Location
- Exeter
- Reviewing
- Airband
- Date
- 2023-10-04
- Comments
-
Cant fault the installers - really helpful and explained everything very clearly. Broadband is working extremely well so far, and up to the speed promised.
- Location
-
- Location
- devon
- Reviewing
- Airband
- Date
- 2023-04-01
- Comments
-
during the 30 days cooling off period our internet went down for 4 days.The engineer (the same person who installed it). Fixed it within 10 mins. He was very friendly and did know what the problem was. the one complaint i have is that airband tell you in ALL there documents on line that you can get airband talk. I phoned BT to cancel my broadband and told them that airband would come for my landline that was the end of february but airband has still not applied for it as yet. I was told at one stage that airband talk was not as yet up and running! I am at the moment having to pay BT for my broadband and telephone as they do not just do telephones anymore. i was told the end of this month (MARCH) but nothing has happened as yet. Not happy paying for a service from BT that i am not using because of airband talk. I hope a resolution to this problem is resolved soon
- Location
-
- Location
- Buckfastleigh
- Reviewing
- Airband
- Date
- 2021-12-03
- Comments
-
Occasional interruptions otherwise excellent
- Location
-
- Location
- Staffordshire
- Reviewing
- Airband
- Date
- 2023-05-03
- Comments
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Echo what many have said on here. Non existent customer service, ive never known anything like it. They haven’t answered the phone in months, they don’t reply to emails and they don’t action any of what they say in tweets. We have had the same unresolved technical issue since august 2022. If you have no other option (as we didn’t), then they are better than nothing but avoid at all costs if possible.
- Location
-
- Location
- Tenbury Wells
- Reviewing
- Airband
- Date
- 2020-10-21
- Comments
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Am trapped with them as they somehow have a monopoly - no other provider can offer coverage where I am. Is an awful service. Lose connection entirely for at least 5 days a month every month and speeds only just reach 9mbps even on the best of days. No compensation offered. Have been trying to raise problem with their complaints department for THREE YEARS now. They never reply. Most staff on phones are rude, engineers pleasant but ineffective on visits. I will probably have to move house to resolve this as they are not going to
- Location
-
- Location
- Devon
- Reviewing
- Airband
- Date
- 2020-09-21
- Comments
-
We are currently supplied by airband and are having issues accessing one of our main school pages where we log all pupil information. This has been on going for over a week now. We have phoned several times only to be hung up on after waiting for over 40 minutes on hold, we have had no response or even and acknowledgement to emails sent and the issues is still on going. This is extremely poor customer service and we are currently not receiving the service promised and which we are paying for. The matter will be escalated if we do not receive a response and the issue resolved over the next few days. Redmond Peel sort it out!
- Location
-
- Location
- Rotherfield Greys
- Reviewing
- Airband
- Date
- 2023-08-30
- Comments
-
Have been waiting 3 months for engineer to visit to say if it’s possible to connect me, two houses next door have been connected for over a year! Numerous phone calls and all I get is I’ll raise it with my supervisor. Finally gave up and cancelled
- Location
-
- Location
- Much Marcle
- Reviewing
- Airband
- Date
- 2021-12-24
- Comments
-
- Location
-
- Location
- Towyn north wales
- Reviewing
- Airband
- Date
- 2023-09-25
- Comments
-
Absolutely brilliant service customer service very good people’s skills and good communication cannot fault anything excellent
- Location
-
- Location
- Devon
- Reviewing
- Airband
- Date
- 2023-10-13
- Comments
-
Early days, but so far so good.
- Location
-
- Location
- Tavistock
- Reviewing
- Airband
- Date
- 2020-06-19
- Comments
-
Hi
I was really excited to get Airband installed. However the back up service is dreadful. Unfortunately I am going to have to pass on this info to others.
It is easy to promise everything to get a customer to join, but it doesn't take long to loose them, espeically when help is needed and it doesn't seem to exist.
- Location
-
- Location
- Bishope Frome
- Reviewing
- Airband
- Date
- 2018-04-26
- Comments
-
We're had Airband for 18 Months (Business tariff @£50 per month) and in that time never reached a connection speed of more than 1.5mb. We moved from BT on the promise of up to 4mb and no lower than 2.5 mb. Raised issue with AB but only tried to change us to POPP connection config and slight change. Bad weather and connection drops. Although breaking contract early due to not meeting there minimum of 2.5mb still want to charge rest of contract less 20%. Moved to other provider using VOIP and getting 28mb connection. Cannot recommend best avoided
- Location
-
- Location
- Pershore
- Reviewing
- Airband
- Date
- 2023-11-14
- Comments
-
Signed up to Airband over 2 years ago and let my BT contract expire. Still no progress, only one excuse after another, costing me money. Appalling!
- Location
-
- Location
- Welshampton
- Reviewing
- Airband
- Date
- 2023-10-26
- Comments
-
Engineer was very helpful.
- Location
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